Complaints

This profile includes complaints for Scrubs & Beyond LLC's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Scrubs & Beyond LLC

  9954 Kennerly Rd Saint Louis, MO 63128-2704

• 

  Life Uniform

  9717 Cortana Place Baton Rouge, LA 70815

• 

  Life Uniform

  343 E Shaw Ave Fresno, CA 93710-7609

• 

  Scrubs & Beyond

  7000 Arundel Mills Cir Ste 128 Hanover, MD 21076-1369

• 

  Scrubs & Beyond

  12770 Riverdale BLVD NW Coon Rapids, MN 55448-1259

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:08/21/2022

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased 6 items. 3 tops and 3 bottoms on August 5th 2022. This is my first purchase with this company. I used a $40 off coupon and also was given free shipping based on my purchase amount. The amount was $204.94 with the final purchase price of 164.94. I was quoted 4-6 business days for shipping. I was issued a tracking number **********************. Items were sent on August 9th from Texas. Arrived in Florida the 10th. Was shipped to *******  on the 11th. Arrived in *****  which is two hours away from ******* on the 17th. At this point should’ve been out for delivery to my residence. The next day shipped back to ********* then to *******. The package was not attempted to be delivered to me when on the West Coast. When trying to get answers from *** ** they say it was returned to the sender. When I called to talk to Scrubs and Beyond customer service (on the 21st) they say they have to investigate. I asked for that package to be cancelled and a new package expedited to my address and I am told that they can not do that because of the amount of my purchase being over $100.00. They are telling me the package is estimated to be delivered by the 24th of August despite *** ** saying it will be returned to the sender. As a first time customer who actually needs the items, this is frustrating. The order invoice says if they have any issues with the order you will be contacted. I would recommend buyer beware when using this company especially if you need your items in a timely manner. You can not rely on the timeline quoted.

  Business Response

  Date: 09/02/2022

  Original order was refunded and a new order was placed with free 2 day express shipping.  Left a message to verify the customer received new order, tracking shows it was delivered on 8/24.  

  Customer Answer

  Date: 09/02/2022

  Complaint: ********
  
  I am rejecting this response because:

  The company refunded the money for the August 5th order prior to consulting with me about what my options were and what would be best for me.  It was done with the representative and the supervisor while I was on hold. Then I had to advocate for myself because the order was now cancelled but I still needed the items.  I was told I could reordered them and they would honor my previous purchase price and ship them in 2-3 days after processing. When reordered they told me that the price would be the same.  When I checked my bank account about an hour later after reordering, I was charged more.  I called back to the company and spoke to the supervisor.  I told them I did not want to pay more for the items because they had shipping issues and to cancel the order.  At this point I was over working with this company that I have never shopped with before.  They explained that they could not honor the price that I paid because it was no longer the tax free holiday and the order would now cost me more money for the items because of their shipping issues the new date of the transaction was no longer inside tax free dates.  I would not have been in this position had they not cancelled the initial order without consulting me on what would be best for me the consumer.  The supervisor also explained that although the order was just made, it was just over an hour since created and they could no longer cancel until they spoke to someone in the warehouse.  It was on the weekend so I was assured that notes were taken and the warehouse would be notified on Monday and it would be cancelled then.  It was never cancelled.   I was charged higher amount and mailed the items.  Yes, they did actually get to me this time, but I asked for them to be cancelled.  Now I will have to return them and it is my understanding that money is taken off your bill for the return label.  This was a horrible experience as a first time customer.  I would not recommend you shop online with this company.
  
  
  Sincerely,
  
  ***** ********

  Business Response

  Date: 09/09/2022

  Emailed ***** ******** on Friday 9/2/22 the follow:

  Hi *****,
  
  I received your response on the BBB complaint, I understand everything you are stating on your complaint and that is why I left a voicemail to discuss this order.  I have a couple of questions for you,
  
  1) Have you returned the items on this order at this time?   If you have, I will waive the $8.95 fee, my call center should have offer that to you since you tried to cancel the order and we were not able to cancel the order before it shipped. 
  
  2) What is the reason for the return, is it just because of the experience you have had or is there something wrong with the items. 
  
  If you have not returned the items, I would like to offer to issue the refund today and you can keep the items.  If you have already sent these items back, I will process the return today and not wait for the items to be returned to my warehouse.
  
  Thank you,
  
  ****** *******
  Customer Care Manager

   

  Received email back on Wednesday 9/7/22:

  Hello Sir,
     Can you please give me a call. 
  Thank you,
  ***** ********

   

  As of Friday 9/9/22 I have not heard back from ***** to discuss further.

   

  Thank you 

  ******

   

• Initial Complaint

  Date:08/08/2022

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Placed order # P1112154627 on July 28, 2022 with Scrubs and Beyond for $130.80 to purchase two sets of medical scrubs. The company policy states the following: "In-stock items received by 12PM EST normally process the same day or the next business day." The website and order confirmation both listed the items that I had purchased as in-stock. However, 7 full business days have now passed and my order has still not processed and shipped. I contacted the company on August 3, 2022 and was told that the warehouse couldn't be contacted, but corporate would be reaching out to me via email; that communication never occurred. I again contacted the company on August 7, 2022 and was told that the order was transferred for fulfillment at a different warehouse on August 5, 2022. The customer service agent stated that it would take up to 2 business days (August 9, 2022) for the order to process and 4-6 business days for shipping. The customer service agent also stated that corporate would be contacting me via email to discuss monetary compensation for the issues experienced. After receiving no email, I again contacted chat support on August 8, 2022 and was informed that it could be 5 more business days before shipping occurs. If that is the case, the order would be shipping out 11 business days after purchase in direct violation of the company's posted policy. It would also be up to 4.5 full weeks before the product is delivered. This is not the first time that I have experienced issues with purchasing from this company and their customer support methods appear to be very geared toward deflecting issues and deferring to future follow-up communication that never occurs. The company blatantly disregards its own policies and advertised services despite accepting payment upfront for products purchased in reliance upon those policies and services.

  Business Response

  Date: 09/02/2022

  Customer was in contact with the customer service team and the customer was refunded for the entire order on 8/19/22.  Then a ************* specialist on my team replaced the order at no charge to the customer and that order was delivered on 8/30/22.  She contacted ****** with this information and we apologize for how the issue were handled and that no follow up from the call center happened as they looked into the issue when first reported.

  Customer Answer

  Date: 09/02/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  

  However, I would still suggest that the advertised claim be revised given the companys clear non adherence to it.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:07/30/2022

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Usually, I wouldnt post a negative review of a company if they are actively trying to resolve an issue. However, after taking a look at their complaints on BBB, it seems as though they are pretty consistent in their issues with shipping, lost shipments, undelivered product, etc. I would not order from this company ever again. I ordered 3 scrub tops and 3 scrub bottoms. Used this vendor instead of Amazon because they provided a coupon. For anyone else - pay the extra and order somewhere else. My order was placed 7/19. It has been stuck in transit with ****** ***** said the vendor needs to call and update the shipping label because they dont have my address on the label. I dont know how these issues all play out, but there is basically nothing I can do to resolve this on my own. S&B is currently reviewing the request to update the information. My order may get shipped back to the vendor even though its sitting minutes from my house. Most painful ordering experience I have had with any company in a long time. Currently 7/30. I doubt I will see these any time soon and if it moves to a refund situation, I can only imagine the struggle that is going to be. As soon as this order was stuck in transit they should have immediately overnighted a duplicate order to me, free of charge, and then I return the original order once it arrives (if it ever does). Long story short - spend the extra and buy from another vendor. It is not worth the stress of dealing with this company.

  Business Response

  Date: 08/02/2022

  Talked to ******, he is satisfied that we are shipping out the new scrubs on an express shipment and that we are looking into why we are having some shipping issues with some labels out of one of our warehouses. I am issuing a 20% credit for the inconveniences he has had on this order. Will email with all this information and he will follow up if he has any concerns....****** J Ecom Manager

  Customer Answer

  Date: 08/08/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. After speaking with ******, he reassured me that they are aware of the shipping issue that caused my delay and are actively trying to resolve this for future orders. He was understanding and apologetic during our conversation, and I appreciate his help in addressing this. 
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:07/18/2022

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I bought clothing for my job and my item was never receivedthe items. I requested a refund and I was told it would have to go to an inquiry board and they are backed up so they don't know when I will receive my money.

  Business Response

  Date: 07/19/2022

  Hello Simone,
  
  Thank you for taking the time to talk with me this morning.  Per our conversation, I have issued the refund for the items that you have not received, per the shipment that is still stuck in transit.  If you receive those items, please keep those items for the inconvenience you have had on this order.
  
  Please let me know if you have any questions.
  
  Thank you,
  
  ***************************
  Customer Care Manager

  Customer Answer

  Date: 07/19/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:06/24/2022

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Ordered my scrubs on June 3 stuck in transit in Chino California since June 14 today is June 23. Called and emailed numerous times to have the item reshipped because it was lost in Chino they said they were going to do it never did it call today they said they had to go through the whole process again this is after they took the money out of my account on June 8 so now I have no scrubs with money taken out of my account and no resolution I don’t believe things get lost in the mail this often

  Business Response

  Date: 06/27/2022

  Hello *****,
  
  I am reaching out to you regarding you BBB complaint, I have reviewed your order and noticed that the customer service team has issued the replace order.  That order number is *********, the shipment for that order is scheduled to be delivered on Tuesday 6/28.  You can track that shipment with the below link.
  
  ****************************************************************************************
  
  I would like to talk to you more about this, per your complaint you stated called and emailed numerous times, below is a timeline of contacts please let me know if I am missing any.
  6/21 email from you asking about order
  6/22 responded to by CS asking about refund or reship
  6/22 email form you stating to reship
  6/23 responded to by CS stating it has ben sent to Support Team to complete (can take 24 to 48 hours to be processed)
  6/24 email form you about order
  6/24 Called in about lost package ( sup completed COMP Order that is listed above)
  
  Again, please let me know if I have missed anything.
  
  Thank you,
  
  ****** *******
  Customer Care Manager

• Initial Complaint

  Date:06/23/2022

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered scrubs for my son on 6/16/22 -- 3 scrub tops and 3 pairs of pants. This purchase qualified for free shipping, but I spent and extra $24.95 for "(2 Business Days Transit Time) - Express Ship." The scrubs were not delivered until 6/22/22. I spoke to *****, a supervisor, who stated the 2 day delivery time only takes into consideration the shipping time, but not the processing time. She stated that the package was shipped on 6/20/22, and since it arrived on 6/22/22, then it arrived when it was supposed to. There was nothing that informed me of a 4-day processing time. If they had, I would have ordered from another vendor. I should be reimbursed for the shipping fee since the company took 4 days to "process" the order. The 2-day shipping was deceptive. My order total cost qualified for free shipping. Since they took so long to "process" the order, I should get a refund on my shipping costs.But that's not all. They only shipped the scrub tops, not the pants. My son's new job started on 6/22/22. Not only did the shipment not arrive on time for his start date, but the pants are missing. They were happy to reship the pants (but we probably wouldn't get them for another week) once they determined that the pants weren't actually in the shipment. ***** stated that the package that shipped was 3 lbs, so they pants should have been in there. Well, they weren't. My son told them to cancel the order and refund the pants. Now he has to find new pants of the same brand, size, and color at a local scrub store (but that *** be impossible). So, I guess they will be refunding me for the pants (but they were questioning whether we were truthful since she claimed the package weighed 3 lbs [probably due to catalogs placed in package]). If they don't, they need to refund us the total for the pants as well $83.87 + tax.Order #P1112066570 I cannot upload invoice from this computer, but can do so from my home computer, and add it to this complaint.

  Business Response

  Date: 06/23/2022

  I emailed ****** and explained that I agree that the shipping should be refunded that we did not meet the terms that she and her sons expected, I issued the refund for the shipping plus tax.  Also, offered to reship the pants that were missing from the shipment instead of refunding.

   

  Talked to the son (********) by phone, offered to reship the pants, he explained he went to the store and purchased new pants because he needed them for a new job on Thursday.  I issued the refund for the pants while on the phone with him.

  Thanks

   

  Customer Answer

  Date: 06/26/2022

  Complaint: 17464886
  
  I am rejecting this response because:

   

  I did not receive the full refund.  I was supposed to get refunded for the 3 pairs of pants that I did not receive.  The pants were $27.99 each, for a total of $83.97 + tax.  I received a refund of $70.24.  Also, the refund for shipping was supposed to be $24.95.  They refunded $27.07, which doesn't make sense.  I received a total of $97.31 in refunds, when I should have received a minimum of $108.92 (because tax is not included in this amount).  I believe I am still owed at least $20.
  
  
  
  Sincerely,
  
  *****************************

  Business Response

  Date: 06/27/2022

  Hello *******,
  
  I understand you are disputing the refund amount; I will explain why the refund amounts look different than what you are expecting.
  
  For shipping you are charged the fee plus taxes, on this order that would have been charged for express shipping ***** plus tax totaling 27.07.  That is why the refund is 27.07.
  
  For the items you ordered, the refund you are looking for is from the original amount of the item, which was ***** plus tax, which would equal the ***** + tax that you noted.  You used a coupon code THANK35 on this order, with that coupon code it applied a discount to each pair of pants of **** to bring the price of the pant to ***** plus tax making the return 70.24.
  
  Since the coupon code is used on the order you would not receive full refund for the items, the coupon is taken off the price of each item equally.
  
  Thank you for the information that ***** stated to you, and I am looking into this more, this is not how we should be talking to customers.  It is your right to go to the BBB, no matter what standing we have with them, they are there to help customers.
  
  I must have misdialed when I tried to call you and I apologize that I made that error.
  
  Please let me know if you have any questions.
  
  Thank you,
  
  ***************************
  Customer Care Manager

  Customer Answer

  Date: 06/29/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:05/17/2022

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered new scrubs from this company on the 5th of May, my order was to arrive via ***** on May 14th, yes, it is slow shipping. Ive been tracking my package, because as most people do, I needed these items. Specifically for my job. The package stays in ********** **** for 5 full days. My delivery date comes and goes. I call fed ex to see why the package hasnt moved. I was told theres an issue with the label and to call scrubs and beyond. I do this. Im assured nothing is wrong with the label, but the package still isnt here. I express my dissatisfaction and distress over not receiving my items. The supervisor, *******, assures me they will send out a replacement over night, it should be here by Wednesday (5/18) I call back Monday (5/16) and check on the new order status as instructed. It hasnt been shipped, because the order hasnt even been packaged. My original package Ive given up on and assume is lost forever. Im now still waiting on my replacement package that hasnt even shipped yet and they refuse to honor the first supervisors word of shipping overnight. The customer care service is complete trash. They will give you no straight answers. Im still waiting to see if I receive a replacement order, that again, still hasnt even been packaged. Im beyond frustrated with this company and lack of compassion or empathy for their customers. Healthcare is stressful enough right now, I shouldnt have to be fighting with someone to send me the items I paid for at the beginning of this month. So much for nurses week.

  Business Response

  Date: 06/20/2022

  The customer worked with the ** team and was sent out a replacement shipment for the delayed shipment, the customer received the original shipment the replacement shipment on 5/19/22.  She was not charged for the replacement shipment and was can keep those with out any additional charges to her.  I have emailed the customer to verify receipt of both shipments.

  Customer Answer

  Date: 06/20/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:05/16/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 5/12/2022 I placed an order, the order number is ***********. It apparently “shipped” on 5/14/2022 via “fedex”. The tracking number does not exist. Try it for yourselves ********************** . Their own associates told me the tracking number does not exist, yet no one can help me. This companies customer service is severely lacking. I advise anyone reading this to stay far away as this is not the first issue I have had, but it sure will be my last. After 2 chat logs (both of which I have kept) AND an email request, not a SINGLE person has been able to assist me, NOR has even made an attempt to get back to me. Ive got news for you, I don’t pay for items that I don’t receive and making bogus tracking numbers is bad BAD business. I want a refund or my next step will be disputing the charge with my credit card company so that they can investigate you.

  Business Response

  Date: 06/20/2022

  Customer worked with with my customer service manager and was refunded for the item per the complaint that the FedEx tracking number was invalid.  Then tracking number updated on The FedEx website and was delivered to the customer on 5/28/22.  The customer was not asked to return the item.

• Initial Complaint

  Date:05/14/2022

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered a pair of scrubs and received a message that fedex delivered my item last Friday on 5/6/22 which I have never received. I call the customer service center and they said wait until the next Monday. I waited till Tuesday and still didn’t received my scrubs. I called them again then they said wait for few more days for them to investigated. I have never received a response. I called them again to get a refund but all they said was they had to escalate this issue. I’m on hold with the customer service, ***** right now waiting for one hour to get his “supervisor” to respond to him. Today is 5/13/22 and I’m really disappointed at scrubsandbeyond and I will never use this site and tell everyone I know that this business is not reliable at all at least at my stand point.

  Business Response

  Date: 05/19/2022

  The customer service team worked with the customer, they originally reshipped the items to the customer in error.  The customer spoke to a manager and she refunded the items and let the customer know she could keep the items when she receives them.  The original order is also set to be delivered this week, so the customer is going to receive to order for free.  I left a message for the customer to discuss but have not received a call back.