BBB Investigation: NASABB, LLC gets ugly response to undelivered beauty products

ID-10080149Austin-area business NASABB LLC sells African hair and skin products such as shea butter in its online store. Many consumers complain to Better Business Bureau (BBB) serving Central, Coastal, Southwest Texas and the Permian Basin that they had to wait weeks or even months for the products they ordered, if they receive them at all.

As of Oct. 8, 2014, NASABB received 22 complaints in the past three years, 14 within this last year alone. The business has failed to resolve more than half of those complaints.

Consumers whose complaints were resolved informed BBB that they received their order or refund, but well past the expected delivery date.

BBB attempted to reach the business by mail, email and phone, but has received no response since Jan. 2, 2014. The business’s phone number goes to a recorded message stating, “Thank you for calling NASABB. Our phone hours are Tuesday through Wednesday, 12:30 to 3. Phone lines are currently closed. If you are hearing this message it is for one of the following reasons: maintenance, it’s a holiday, we’re on our regular season break, and bad weather.”

According to their website, NASABB, LLC is located at 3720 Gattis School Road #800-235 in Round Rock, Texas 78664. (Based on Google Street View, 3720 Gattis School Road appears to be a residence with no evidence of multiple suite numbers.) The business sells products online, from www.nasabb.com.

Consumers attempting to reach the business report having a hard time getting the company to respond to questions about their orders.

Jessica Cummuta of Madison, Wisconsin ordered shea butter lotion from NASABB, LLC in January. She still hasn’t received her product or a refund. “My stepmom actually recommended the company,” Cummuta said. “She liked their products. I got their products twice and they were fine. The third time, they just never came.”

Livia Peras of California has ordered products from NASABB in the past and has experienced shipping delays—but she has been waiting close to four months for her most recent order.

“I’ve been getting their product for years,” Peras said. “They always had problems with shipping. Usually the delay would be about a month, then I would email and they’d ship it to me. This time I complained to BBB because they charged me immediately and I ordered in April. Finally I disputed the charges with American Express.”

David Howard of Arizona said he ordered $102.08 worth of products from NASABB in June 2013 during an online “Christmas in July” sale, held in June and July. Howard said he finally received the products he ordered from NASABB, but it took almost 10 months.

“Their system is too slow,” Howard said. “They need to tell people upfront what it’s going to be and stick to it. It took almost 10 months to get all the products I ordered. They finally made good, but they didn’t do it as advertised. I finally got hold of them on Facebook and they responded. I couldn’t get through on the phone lines.”

When buying merchandise online, BBB offers the following advice:

  • Pay with a credit card. Under federal law, charges made on a credit card can be disputed up to 60 days after the purchase.
  • Keep documentation of your order. After completing the online order process, there should be a final confirmation page or an email confirmation. Print and save any receipts for future reference.
  • Know your rights. Federal law requires that orders made by mail, phone or online be shipped by the date promised or, if no delivery time was stated, within 30 days. If the goods aren’t shipped on time, the shopper can cancel and demand a refund. There is no general three-day cancellation right, but consumers do have the right to reject merchandise if it’s defective or was misrepresented. Otherwise, it’s the company’s policies that determine if the shopper can cancel the purchase and receive a refund or credit.
  • Do your research. Check the company’s BBB Business Review at bbb.org before making a purchase to see its BBB rating, complaint history and any advertising-related issues.