ComplaintsforScrubs & Beyond LLC

• Initial Complaint

  11/04/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  On October 15, I made an order for $201.10. For the service promised by the merchant, see the attached screenshot, as you can see from the website, the delivery with embroidery should be within 6 days. It has been several weeks, and the item is still being processed. The merchant is unable to process the order and is unable/unwilling to cancel it. They are also unwilling to give a timeline for when I can expect delivery. Their supervisor ******* is also telling me I have no choice but to wait in infinitum.

  Business response

  11/05/2024

  Hello ****** **********,
  
  
  I am reaching out to you regarding your recent order with us, I apologize that we could not fulfill our commitment and have this order shipment to with the timeframe you expected.   
  
  
  We have recently transitioned to a new warehouse and that has caused a delay in shipment, on the checkout screen there should have been a box the stated there may be a delay in shipping your order and I will make sure to work with our team to update the expected shipping time.  So, you and other customer are better informed about the delay and that orders could take longer that the 6 days.
  
  
  Again, I apologize for the issues you have had on your order and the issues you had trying to get this canceled, I will be reviewing this as well with my customer service team and warehouse team to see why this took so long to get resolved for you.
  
  
  I have cancelled your order as you requested and with that cancelation the pre-authorization was voided as well.  We had not charged your card since the order had not shipped yet.
  
  
  Please let me know if you have any questions
  
  
  Thank you,
  
  
  ****** *******
  Kindthread
  Customer Service Manager

  Customer response

  11/06/2024

  Better Business Bureau:
  
  I have reviewed the business' response regarding complaint ID ******** and am satisfied with this resolution. While their site does indicate delays it does not give specific timeframes and their customer service department was unable to provide any information to be regarding processing or shipping times even after 16 days. This was grossly unreasonable by any standards. Even more than 4 days after requesting a cancellation, nobody from the company was able to provide any information about when the order would be shipped or cancelled. I am happy they have finally cancelled the order as I had requested.
   
  Sincerely,
  
  ****** **********

• Initial Complaint

  11/03/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I placed an order for scrubs on October 15th. Everything listed in stock. On October 21st, I was charged for my order. On October 26th I reached out via email because my order still said processing. I had to email again due to no response. I asked that my order be escalated and was told someone would get back to me. On October 29th I went to ******** and commented my issue on their business page. I was refunded almost all of my money after being told my items were now out of stock. After reaching out again on the 30th I was refunded the rest of my money. I was then told that I could come IN STORE to receive 30% off to make it right. (I have all of this in fb messenger from scrubs and beyond). I went in store, took time, tried on scrubs and guess what? Was told my 30% would not be honored even though I was showing them this: Hi ****, Our team just got back to us and while we can't generate special bar codes, we can let the store know that you are coming in and receiving the 30% discount. All you have to do is let me know which store you plan to visit, and when you're there, show them our communication and they will honor the discount! I told them the city and state.The employee called the store manager who refused to speak on the phone to scrubs and beyond customer service or myself. She was using profanity and screaming to the employee. She said that she would not honor the 30% off. She refused to give any rationale after I had the employee read her the direct communication from scrubs and beyond. This is bad business and I was a loyal shopper here for over 20 years. I wasted so much time.

  Business response

  11/05/2024

  Left message for cusotmer.

   

  Customer has been refunded entire order, customer was offered a 30% discount by our social media team and our customer service supervisor, the store would not honor this discount and my team could only offer 10%.  I will work with the social media team to see how they were offer the 30% and get back with the customer to honor this request.

   

  Thank you 

  ****** *******

  ************

• Initial Complaint

  10/28/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I returned items on 9/23/24 and have yet to receive the funds on my gift card. I have placed several calls and spoke with managers who all tell me that this is in corporates hands and we have to wait for a response. This has been escalated 2-3 times with no follow up or a different outcome. I have asked for a direct number to a supervisor and for corporate, and I am being told they do not have that information.

  Business response

  11/05/2024

  Customer order has been refunded and my customer service supervisor has emailed the customer that the funds have been refunded back to the ** used on the order.

   

  Thank you

  Darren 

  ************

• Initial Complaint

  10/21/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I placed an order on 9/27 for six items (total cost $155.60). There has been no progress with this order. It has not shipped. I have not received my order and I have requested that the order get cancelled on 10/9. I have not received any confirmation that the order as been cancelled and I cannot get a straight answer from anyone with customer service about this. The most concerning thing is that they keep posting the payment to my account. The first time this happened, I was told it would fall of and it did. The payment has posted to my account again as of 10/18. I contacted the company again on 10/18 and once again, was given no definitive answers as to why payment keeps posting despite the fact that the items have not shipped. I have made it very clear that I am not interested in these items anymore and that I do not want to be charged. If the payment clears my account, I will expect a full refund for $155.60. I do not understand whey they have not been able to fulfill my cancellation request formally and stop posting payment to my account. I have read through other similar complaints filed with the BBB and I can only surmise that this company is purposely trying to scam people out of their money.

  Business response

  11/11/2024

  The customers order was cancelled due to back order delays, on Nov 2 a refund was processed back to the original form of payment ***** Card) which should have been received 1-2 days from the date of refund.

  Customer response

  11/11/2024

  Better Business Bureau:
  
  I have reviewed the business' response regarding complaint ID ******** and am satisfied with this resolution. I do however, want to make clear that I find it unacceptable that I had to file a complaint with the BBB and file a claim with my bank in order to get this taken care of. Do better.
   
  Sincerely,
  
  ****** ********

• Initial Complaint

  10/16/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Like everyone else, my issues are order issue, lies, deceiving customers, fraud, excuses, and a complete joke of company. I ordered thinking I would get my items as they advertised, within the timeframe cause everything is in stock or so they say. It's been almost 1.5 months and 2 customer support later...********** I read these other reports from customers, it's the same issues and lies about how there is a delay and lalala.This company is lucky that I paid with a gift card giving to me cause if it was my money, ai would be doing a 1000% charge back with my bank. I recommend everyone to do this if you have these issues cause this is stealing money from honest customers. I been promised cancelation so I can give who gifted me the gift card this tradh company's card back and go buy from others who really are honest and mind the business that they offered, but 1 week later, still nothing. If I had the time, I would be providing negative feedback every time I see a post or ad for this company. EVERYONE should be aware of this game that the company does and avoid the lies and delivery timeframes they claim. How can they do this not knowing what the customer is needing these *********************** for and the importance of this. Ya should be ashamed of this and just close down this trash company.

  Business response

  10/16/2024

  Hello ****** *******, MD
  
  I apologize for the issue you had with your order and service with my customer service team.  I have canceled your order and refunded you GC that was used and the ** that was used for the remaining balance was never charged since we did not ship the order.  

  Again, I apologize we have not met your expectations or ours with the service of getting your order out in a timely manner.  We are experiencing some timing issues at this time with the warehouse move we just completed but we are seeing improvements daily on order flows.  Please give us a little more time and we should be back to meeting our standards for shipping orders within 1 to 2 business days.

  If you have any questions, please contact me at ************.

  Thank you

  ****** *******

• Initial Complaint

  10/12/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I placed an order for uniforms bases on the business website statement that they accept returns if I was not satisfied with the order. A packing slip in the order (attached) it includes instructions to return by mail but no shipping label. I emailed to get a return label and got a reply that they don't accept returns by mail and I would have drive 75 miles to return. I would not order online if I had the time or the means to make that drive. I pointed out the shipping document and received a reply once again that mail returns are not accepted. If that is the case, their website should clearly state it. These are not inexpensive uniforms and it is false advertising to say returns accepted without the caveat that if you live in a rural area you'll have to drive 150 miles round trip to get your money back. See the return info included in the shipment.

  Business response

  10/16/2024

  Hello Desiree Reeves
  
  I apologize for the issue you are having with trying to return some items to us, I have left you a voicemail to try to help resolve this issue.  

  We use Happy Returns that has thousands of locations around the country to try to make the return process easy, I understand you do not have any location close to you and I do not want you to have to drive a long distance just to make a return.  I do have a way I can send you a return label, but I just need to verify some information with you first.

  Please give me a call at 314 677 1033 and I can get that label sent out to you today.

  Thank you

  Darren Johnson

  Customer response

  10/17/2024

  Better Business Bureau:
  
  I have reviewed the business' response regarding complaint ID 22415946 and am satisfied with this resolution. 
   
  Sincerely,
  
  Desiree Reeves

• Initial Complaint

  10/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I placed and order with Scrubs and Beyond on September 5th 2024 and as of today October 10th 2024 I have still not received my order. I have not been given any updates on my order regarding when it will be shipped and when I will receive my order. I have spoken to numerous customer service **** about my order first I was told it would take a couple weeks due to wearhouse issues, then another *** told me embroidery issues, another *** claimed to put in an escalation because he agreed it was taking longer than it should and then this last *** I talked to said they don't know when I will ever get my order and probably can't get a refund or cancel because they don't know where my order is at regarding processing. Even with embroidery at the most my order should have taken is 10 days according to there own website at the time I placed my order however it's been over a month.

  Business response

  11/05/2024

  Due to a warehouse move orders were delayed in shipping, we apologize for the issues with the trouble on the order.  The order has been cancelled and the pre-auth on the order has been voided.  we have not collected any funds on the order as we do not collect funds until the order ships.

   

  Thank you

  ******

  Customer response

  11/06/2024

  Better Business Bureau:
  
  I have reviewed the business' response regarding complaint ID ******** and am satisfied with this resolution. 
   
  Sincerely,
  
  **** *********

• Initial Complaint

  10/02/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I purchased a set of scrubs for my new job. My orders has been sitting at the wear house and saying label created three days when I called to check they lied to me and told me ***** had picked the package up already but when I contacted ***** I was informed that they dont have the package and the tracking number is not a viable tracking number meaning its made up! I want a full refund credited back to my card. I dont have scrubs for my new job and now I have to spend more money somewhere else! Please refund me my money.

  Business response

  11/05/2024

  Customer order was delivered on 10/3/24, if the package was not received, please let me know and I will issue a refund for the order.

   

  Thank you 

  Darren 

  ************

• Initial Complaint

  09/26/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Date ordered: 8/26/24 Date it shipped out: 9/26/24. Scrubs and Beyond has policies on their website that state shipping will take 5-7 days. This took one month to ship, and who knows if itll even get to me. I was told by three people that they escalated my cancellation request on 9/3, but couldnt guarantee it (however one employee said that they wont ship it out). They kept telling me their supplies are on back order and thats why it is taking so long. This was an awful and unacceptable experience. The company should not be offering products to buy if they cannot guarantee that it will be shipped within their policy shipping time. They are scamming people of their money. I needed this order for my education and now it is useless to me because the deadline passed a three weeks ago.

  Business response

  11/05/2024

  Left message for customer to discuss order, the item was delivered to customer, the shipment was delayed because of a warehouse move.  I will still like to offer a refund as it does seem like my customer service team did not handle the order correctly. 

   

  Thank you,

  Darren 

  ************

• Initial Complaint

  09/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  My order has been pending for over a month this is ridiculous I ordered one embroidered scrub jacket on 8/29 it is now 9/26 .When I call customer service they tell me to allow more time for the order to ship as it is embroidered. Ive waited, and waited but my order still says pending. Ive called twice now and customer service tells me its because you are expanding your warehouse you should be notifying your customers about any delays but you have yet to do that. When will I get my order? this is insane I never want to order from scrubs and beyond ever again because of this.

  Customer response

  10/30/2024

  My complaint has been resolved.

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩