Gelglow

We have been sitting back watching everyones comments, patiently letting everyone voice their opinion, but we have reached a point that we need to set some things straight. First of all the original thread started about a customer in Canada, and as we posted back we had shipped a portion of her order that the payment covered. She did not pay enough shipping to ship the whole order, so we shipped what we could and refunded the balance to her VIA Paypal. In the original thread it was also stated that this was 500 dollar order, it was not. Also there was a comment about us telling her to put a false zip code in to save shipping, This is not what we said. For people outside of the USA we tell them that if they wish to order online instead of over the phone that they will have to put a USA zip code in the Zip code box in order to get the order to go through BUT the shipping will not be correct and to contact us for the correct shipping. This should be enough of an explanation for everyone, she received the product that she paid for. Next I see comments that customers have had problems contacting us to get invoices ect... We answer our phone Monday through Friday 9am-4pm. You can always get through on the phone and the phone number is posted on the website. Email is great but you should all know that it is not reliable, due to filters, some email wording dumps the email into a spam folder, or just because sometimes when you get hundreds of emails daily some just get missed, so I would suggest if you have a problem you just call us or for that matter any company that you have a problem with rather than airing it on a public forum. In the matter of posting on a public forum, a word of caution, posting anything on a public forum telling people not to do business with a company and stating false information is legal slander. The last thing that I want to say is Thank you to all of you who defended us and posted their good experience with us. In 8 years we have only had 2 contacts with the BBB and we have a satisfactory rating.

Now the rest of the story... When the order was placed as our website clearly states orders to Canada have to be placed by telephone because our shipping calculator cannot calculate shipping to Canada. We sent an email stating that the shipping that the website had shown was not accurate ( I would love to be able to ship 5 cases or for that matter even 1 case to Canada for only $5.00). After emailing back and forth several times it was decided to just ship whatever amount of product we could including shipping for the amount of the paypal payment. As far as we knew this was a resolved matter until we received a complaint from BBB in which we responded to right away including all of the documantation including shipping costs and the amount of the paypal payment. The only reason this is unresolved with the BBB is because the customer did not like the answer. It had nothing to do with our filing or book keeping. Just thought you should know the whole story. Terry

This discussion has been brought to our attention by some of our customers. Due to this being brought to our attention we will be handling this with Southern-Scents personally. Thanks to all of our customers that have emailed and brought this to our attention. Lisa Gelluminations

Thanks Vicky, at that time of the morning, I was lucky to be able to see to type.

We carry over 300 fragrances that are designed for use in Penreco Gel as well as carry specific fragrances for soy at Gelluminations and Brighter Scents.