ComplaintsforBastyr Center for Natural Health

• Initial Complaint

  02/22/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On Feb. 21, '23, I tried to return an unopened small jar of Calendula Tea Tree, I had purchased at Bastyr Center for Natural Health. The sales woman said she could not take the bottle back because it was a prescription medicine. This was an over the counter treatment, no prescription was needed when I purchased it, and it was clear the bottle had NOT been opened. The whole bottle plus lid was wrapped in cellephane. The bottle was $20 plus tax. I ended up at *********** that afternoon/evening of the 17th because my finger was throbbing and I knew I needed to see a medical person. I am so glad I did because as I waited to see a doctor, the throbbing was getting worse! The doctor gave me a prescription for medical ointment and pills. Words are important!!I am filing this complaint because this company is saying it is a prescription medicine, it is not! I deserve my money back.

  Business response

  02/23/2023

  To whom it may concern,

  I want to clarify that our staff did not decline this customer a refund because it was a prescription medicine. This was not a prescription medicine. This customer has no patient record in our files and this item was purchased over the counter. The staff declined a refund because they were following our general store return policy. More specifically, our posted return policy as it applied to creams and refrigerated products, such as this item. 

  Our policy that "All Items Sold are Non Refundable" is printed on the receipt copy handed to this patient on 2/17/23 (see 'receipt copy' attachment). There were two staff present on 2/21/23 at the time of this return interaction. The staff pointed out to the customer the stated policy is printed on the receipt they were provided and noted the policy posted in the store. They customer said the policy on the receipt was "too small for them to notice."

  Our policy is also posted twice on the refrigerator in which the item is merchandised (see 'fridge display' attachment for sign placement, and see 'refrigerated items policy posting' and 'general refund policy posting' for posted policy details). There were 2 clearly posted signs for the customer to see and understand our return policy before purchase.

  Between the posted signage and receipt copy handed to the customer, they had 3 opportunities to understand our store policy.

  In this interaction on 2/21/23, the staff offered the customer the store manager's direct phone number to discuss their concerns about our posted policy, but the customer never attempted to contact the store manager before filing this complaint.

  Additionally, according to the receipt copy, it appears the student worker who was cashiering gave the customer a 20% discount ($4.00 off) on their purchase of this item in error. The customer was truly charged $16.00 for the items instead of $20.00 (see DISC column on 'receipt copy' attachment). We are willing to continue to honor this 20% discount since the ring entry was made on our student worker's end, but our posted and printed policy of 'no returns' stands for refrigerated items and creams.

• Initial Complaint

  09/28/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  As per the policy of the bastyr dispensary, in order to pick up an herbal formula, you have to call and pay in advance. I did that, and then when I went to go pick up my formula, they told me that they had thrown it away, that they could not give me a replacement, nor a refund. She also told me that the manager should have called me to tell me to come pick it up by a certain date, and that never happened. I never received an email receipt for the payment, therefore I have no written instructions about a deadline to pick up a formula. I would like a refund.

  Business response

  10/27/2022

  Better Business Bureau 

  PO Box 191279

  *****, ** *****

   

  RE: Case # ********

   

  To Whom It May ************************************ have received the complaint filed by ************************ and are happy to work toward resolution. Custom formulations do require pre-payment, for which ************************ did comply. Unfortunately, we do not email receipts, however, the formula was on the will call shelf for a number of weeks, ready for pick up after payment was made on 8/31/22. Unfortunately, the herbs were not located when ************************ came in on 9/28/22 to pick them up and confusion as to whether she was picking up the original order or in need of a refill occurred.

   

  Upon hearing that the customer was unhappy, the manager of the ********************** called several times to offer to refund or refill their formula. However, calls went unanswered and voice mailbox was full, so no message could be left. The manager even reached out to the prescribing provider to try to rectify the issue, asking the provider to pass along the apology at the next office visit and ask the pt. to call the dispensary to use the credit or get a refund. 

   

  We are happy to issue a refund or refill to ************************ if he contacts ***********************, the manager at the The Bastyr Dispensary. 
  Sincerely, 

   

  Dr. ********************;

  Director of Clinical Services 

*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. ↩