Jade Bloom
Reviews and Complaints

Hello Royce--

We see your review on Site Jabber as well, but we're very pleased to see that you provided your order # on this complaint so that we can actually get this addressed with you. We've had some issues with our Help Desk recently that we're about to send out a mass email to all of our customers about-- We've just been waiting for our tech team to resolve it so we can send out an email letting everyone know that if you haven't receive a reply from Jade Bloom recently, that that is abnormal and you'll need to send your email a second time as there is not a record of it currently. In the interest of transparency, we'd like to share the following details: There have been several instances of customers writing in but their emails not syncing with our Help Desk. Now that this glitch is fixed, we see your email asking for information on this shipment that came in yesterday, November 12th at 10:45 PM MST but no emails before that. We will address this fully with you here and close out this ticket to avoid double serving, as our CS team is working hard to get through emails in our system that have started syncing as of yesterday as we speak. We are a small, family owned and operated business, and we take customer complaints very seriously, as we seldom receive them, but when we do, we work hard to make them right. Jade Bloom's typical response time is 24 business hours to emails, so what's gone on here is not at all a typical customer experience. We'd love to look into your specific shipment. We see that you placed an order with the assistance of a customer service representative but that you preferred to pay via PayPal. When PayPal was not working for you, they emailed you a Square invoice. Because of the glitch with our Help Desk that's had emails not making it into our Help Desk to indicate to representatives that an email requires attention, the email regarding the fact that the invoice had been paid was not received. This is why this order still has a status of Pending. This is an error and we have just invoiced this order since it has now been paid for and it is shipping out immediately. Because we missed the mark in terms of our typical shipping times due to this email glitch, we have refunded you 25% off this order back to your original payment method. Below is your USPS tracking # used to ship this package today, and we have also expedited your shipping so that it will arrive as soon as possible:

9400111298370852929947

Below is a copy of all correspondence between Jade Bloom and the reviewer, in the interest of transparency:
Jade Bloom Support
2:13 PM
Need help with your order? We'd love to help you!
Visitor 55731761
2:20 PM
I hate this checkout so much! I always have trouble with it.
2:20 PM
Tyrone has joined.
2:20 PM
Jackie has joined.
Visitor 55731761
2:21 PM
It won't take the PayPal payment. Just keeps loading.
Jackie
2:21 PM
Hello! I am so sorry about that-- I'd love to work with you to get this addressed and and try to get this fully diagnosed for you.
There are some issues with selecting PayPal from the checkout page. Could you try selecting it from the cart page instead?
Here is a link directly to the cart page:
https://jadebloom.com/index.php/checkout/cart/
Visitor 55731761
2:23 PM
I thought free shipping applied to purchases over $15?
Jackie
2:23 PM
Shipping is free on all orders $35.00 and over.
Jackie
2:24 PM
However, you are welcome to use the code SHIP at checkout to render your shipping free today :)
Visitor 55731761
2:24 PM
Thanks
Jackie
2:24 PM
You're quite welcome!
Visitor 55731761
2:25 PM
Wow. Now it won't let me select a ship method.
Jackie
2:26 PM
This can be done by going back, then returning to checkout and selecting the 3-5 day shipping method at $4.85. Then, the code SHIP will deduct $4.85 from your total
Visitor 55731761
2:29 PM
Did that but it still won't allow me to select a shipping method. I am about done with this.
Jackie
2:30 PM
I am very sorry we're about to lose your business over this-- Would you mind allowing me to log in as you so that I can try to replicate this error you're describing/get this fixed for you so that you can proceed to checkout?
Visitor 55731761
2:31 PM
OK. Yes. This is not the first time. This is the 3rd time I've had checkout problems. It's always a different issue!
Jackie
2:33 PM
I appreciate your patience and understanding and I hope that I am able to make this right with you today.
Jackie
2:34 PM
I'd be happy to help you with this--All I need is either your email on file with your account or the first and last name associated with it.
Visitor 55731761
2:34 PM
XXXXXXXXXXXXXX
Jackie
2:36 PM
I'm not actually seeing any items in the cart at the moment, which leads me to believe that maybe you weren't logged in at the time of placing those items in the cart.
Jackie
2:37 PM
Is it safe to assume that you were attempting to purchase Regrow and Ylang Ylang based on your visitor path?
Visitor 55731761
2:37 PM
They're showing up in the cart with the right charges and everything.
Visitor 55731761
2:38 PM
yes regrow, ylang ylang and the melissa
Jackie
2:38 PM
Yes, the items will show up in your cart with charges, but if you're not logged in, then if someone else logs in as you, there won't be a record of these items.
One moment while I add these for yuo
you*
Visitor 55731761
2:39 PM
Thanks. love & peace melissa that is
Jackie
2:40 PM
Love and Peace that contains Melissa, or the Sensitive Melissa that is also a freebie option today?
Visitor 55731761
2:41 PM
love peace
Jackie
2:42 PM
I'd like to thank you again for your patience-- There are a lot of users on our website right now which could be resulting in what you are experiencing at the moment. I can assure you I will be getting this fully taken care of for you
Visitor 55731761
2:42 PM
cool
Jackie
2:42 PM
Would you like to insure your package for $0.98?
Visitor 55731761
2:43 PM
sure
Jackie
2:44 PM
$33.12 is your total
I can finalize your purchase with you here, or you can log in and try to finalize now
Visitor 55731761
2:45 PM
I'll take a look, one sec
Visitor 55731761
2:48 PM
Still having the same shipping issue here. Would you take over.
Jackie
2:49 PM
Happy to- Please keep in mind though that nothing was required on your end as I got the cart all ready to go with the shipping selected but then the shipping code applied to reduce the total by $4.85 so any changes to the cart afterwards could have impacted this.
I am happy to log in as you now and get this order fully placed for you
Visitor 55731761
2:50 PM
Ummm. ok. Yes, please do. I'm using paypal.
Jackie
2:50 PM
Unfortunately, I am not comfortable logging into consumers personal PayPal accounts :(
I can, however, finalize this using a debit/credit card
Or I can email you an invoice for the order if that works better for you
Visitor 55731761
2:50 PM
Wow, this system is WACK
Visitor 55731761
2:51 PM
Sure. email it.
Jackie
2:51 PM
I am doing my best to assist you with workarounds and again, I am very sorry for all of the trouble.
Visitor 55731761
2:51 PM
It's not your fault unless you designed it then it totally is.
Jackie has requested an email transcript.
Jackie
2:52 PM
I'm a customer service representative so I completely empathize with the glitches and am here to help smooth things like this over. You've been very patient with me and I appreciate it.
Emailing you that invoice now
Visitor 55731761
2:52 PM
Thanks. I don't think I'll be back after this though.
Jackie has requested an email transcript.
Jackie has requested an email transcript.
Jackie
2:53 PM
I'm very sorry to hear we lost your business. This order will be shipped once this invoice is paid.

We are a small, family owned and operated business, so we appreciate the patience you've demonstrated so far, and should you ever change your mind, we're always here and happy to help.
Visitor 55731761
2:54 PM
Thank you for your help.
Jackie
2:54 PM
Of course! You have a great rest of your day, Royce!

Hi, Chris!

Thank you for posting about us on this website. I assure you we will work with you until this is resolved.

As stated in our email to you yesterday regarding your order and the Loyalty Points (credits) that you earned by going through our Jade Bloom University Program, our fraud department is very diligent in keeping tabs on customers circumventing our system in a potential effort to earn additional free product from us. We have been taken advantage of from many customers in the past who create duplicate accounts or shipped free product earned from their completion of the Jade Bloom University to a different address.

We show that 2 accounts associated with you have used the same address and have accrued and spent $32.00 worth of credits on products from our company, which is in direct violation of our terms and conditions that every customer must agree to prior to beginning their course. These terms and conditions are clearly stated at university.jadebloom.com. Here are our terms regarding this particular violation:

"Each unique household may receive up to 8000 loyalty points which are equivalent to $32 to spend on anything at www.JadeBloom.com by completing these courses. Attempts to violate the once per household policy will result in cancellation of your accounts and forfeiture of your loyalty points."

After further discussion with you, we went ahead and shipped out your order and it is set to arrive at your home in 3-5 business days. We also emailed you the tracking #. Please let us know if you have any further questions.

Hello Nancy,

My name is Stephanie Wilkinson and I'm the President of Jade Bloom. I looked up your name in our database and I can see that you are not a customer of ours, which makes me question the apparent malicious intent by posting this inaccurate information, however, I will be more than happy to address these misinformed statements one by one. I really wish you would have taken the time to contact our company to get some clarification on the points you are making in your post as I personally believe that honesty and transparency are the best approach, however, I believe you may have a different intention by taking the time to place this post to begin with so here we go…

During the founding stages of our company when we deliberated over the most important element of creating awareness in health and wellness, we decided that finding the absolute best partners for sourcing and distilling was critical. We didn’t want to start a rebottling or reselling essential oil company. We also didn’t want to simply start a private label marketing company for our essential oils as you insinuate is the nature of our relationship with HBNO. We wanted to be involved at the plant level and be certain that we were producing the highest quality essential oils available. We knew we would need partners that we could bring under the Jade Bloom umbrella that would allow us to take ownership over the entire process. The relationship between Jade Bloom and HBNO is complex and does come with some level of confidentiality because of the exclusivity in our distilling contracts, but I assure you that we have not misrepresented our commitment to quality in sourcing and distilling at the Jade Bloom University.

In my effort to be completely transparent with you, allow me to give you the complete details about where each of our processes takes place that you have attempted to assess from your research. We now have about 65 different single oils that we bottle and label in house. Many of these are distilled at our refinery in New Delhi although the ingredients are sourced from many different places. We have produced the oils that our customers have asked for and as such we have created a few new partnerships to give us the same control and allow us to produce the highest quality oil available for those plants our customers request. For example, last year we committed to our customers to provide 100% pure Melissa oil as other options on the market are extremely costly, and the quality from some of the sources is questionable. As we researched this option with our partners we determined it was not a viable option to distill Melissa in New Delhi. We worked with a reputable distillery in France and we were able to distill our first liter of the very costly Melissa oil last year. Since then we have returned to that partnership multiple times to replenish our supply. Our partner distillery in France carefully prepared the oil in a stainless steel nitrogen blackened container and shipped it to our partners in Santa Barbara for testing. A small 5ml sample was sent it to a 3rd party lab to have the GC/MS testing performed to ensure that it was in fact 100% pure and the highest quality Melissa oil available. That report comes directly from that same liter of Melissa oil that our partners in France distilled and doesn’t belong to anyone else other than Jade Bloom. We publish that report. We’re proud of our reports. We want our customers to take our reports and compare them against other known “fingerprint” reports to confirm the purity. We also encourage our customers to take any of our bottles to any reputable lab and have their own analysis performed.

We have received many reports from both customers and critics that they have personally taken our oils to their own labs and the results have always come back as 100% pure. Dr. Robert Pappas, a locally well-known tester of essential oils, has stated he has tested many of our oils that have been sent to him and have never had any problems. A Facebook group called Blue Tansy Analysis had a secret shopper purchase a set of our oils and sent them to their own lab in Canada, along with oils from a dozen other companies, and all of our oils tested 100% pure. Those test results are available on that public group for anyone to access. Where our website might not always be up to date with the latest batch test available, we do have customers contact us on a daily basis to request updated testing information supplied by our 3rd party lab, which we always supply.

Nancy, our oils speak for themselves. They really do. Perhaps you’ve taken the time to read through thousands of comments from customers that have been blessed by Jade Bloom oils. Perhaps that information is what spawned this post from you to begin with. Our company doesn’t make a lot of money. We operate on very thin margins so that more people can afford the healing benefits that come from using 100% pure essential oils. We’re proud of this fact and what we do for our customers, and we have plans to expand the same benefits to people around the world and in much poorer countries than ours.

Allow me to continue giving you some insight into the details of our operations. Most of our oils ship from our Santa Barbara partner location to our address in Draper, UT where I am located, and they usually arrive in 5 or 55 gallon drums. Our machinery for bottling and labeling resides at our location in Utah where we bottle, label, and ship our oils to our customers. We have carried the same attention to detail that we have learned from our partners in sourcing and distilling all the way through the bottling, shipping, and customer service side of our business. You aren’t a customer of ours so you haven’t experienced this for yourself, but you don’t have to go very far to see how hard we work to resolve any problem and to absolutely make sure every customer is 100% satisfied.

We sell many natural products that are infused with our essential oils and we manufacture all of them, except for our soaps, in house. Toothpaste, deodorant, scrubs, rubs, bug spray, pomade, and more are not private labeled, but manufactured exclusively by Jade Bloom for our customers. We don’t claim USDA certification for any of our products (although we plan on pursuing this in the near future), except for our soaps. You claim that this is a lie, but it is not and I really wish you would have done a little more research. Our soaps are private labeled for us and our private label partner has obtained USDA organic certification from the Oregon Tilth.

We sell 2 types of Frankincense: Boswellia Serrata and Boswellia Carterii. Both are 100% pure and the highest quality in the world. You insinuate that because we are running a giveaway for 100 free bottles of Boswellia Serrata that we are misrepresenting our statement that they are the highest quality in the world. The fact is, as verified by GC/MS testing, both of these Frankincense that we sell are 100% pure and because Carterii is more costly to distill or because you might have a preference to the benefits of Carterii to Serrata, does not invalidate our claims of purity and quality. These two varieties have different chemical makeups and customers use them for different purposes. We recommend Serrata be used to treat skin conditions while Carterii is reserved for its medicinal properties.

You also make the claim that our products say “for external use only” which is not true. If you were a customer of ours and made a purchase recently you would have discovered this for yourself. We updated all of our labels about 18 months ago to change the statement “for external use only” to say “very potent use with care.” This change has nothing to do with a change in the quality of our oil as we have only ever sold the highest quality oils. 100% pure essential oils are very potent and can cause damage if not used properly. Once we could start publishing dilution recommendations for customers that chose to use our oils internally, then we updated the liability statement as previously described. We have over 20, 000 members and many of them use our oils internally using proper safety precautions in diluting and avoiding those oils that should never be internalized because of their natural chemical constituent makeup.

It’s extremely unfortunate that we will have those that wish to call us their enemies as we don’t wish an ill future for anyone we call competition. Conversely, we hope to be able to work together with as many companies as possible that produce 100% pure essential oils in providing accurate information and help heal the lives of as many people around the world as we can. Health, Healing, and Happiness is our mantra.

Sincerely,
Stephanie Wilkinson

Hello Nancy,

My name is Stephanie Wilkinson and I'm the President of Jade Bloom. I looked up your name in our database and I can see that you are not a customer of ours, which makes me question the apparent malicious intent by posting this inaccurate information, however, I will be more than happy to address these misinformed statements one by one. I really wish you would have taken the time to contact our company to get some clarification on the points you are making in your post as I personally believe that honesty and transparency are the best approach, however, I believe you may have a different intention by taking the time to place this post to begin with so here we go…

During the founding stages of our company when we deliberated over the most important element of creating awareness in health and wellness, we decided that finding the absolute best partners for sourcing and distilling was critical. We didn’t want to start a rebottling or reselling essential oil company. We also didn’t want to simply start a private label marketing company for our essential oils as you insinuate is the nature of our relationship with HBNO. We wanted to be involved at the plant level and be certain that we were producing the highest quality essential oils available. We knew we would need partners that we could bring under the Jade Bloom umbrella that would allow us to take ownership over the entire process. The relationship between Jade Bloom and HBNO is complex and does come with some level of confidentiality because of the exclusivity in our distilling contracts, but I assure you that we have not misrepresented our commitment to quality in sourcing and distilling at the Jade Bloom University.

In my effort to be completely transparent with you, allow me to give you the complete details about where each of our processes takes place that you have attempted to assess from your research. We now have about 65 different single oils that we bottle and label in house. Many of these are distilled at our refinery in New Delhi although the ingredients are sourced from many different places. We have produced the oils that our customers have asked for and as such we have created a few new partnerships to give us the same control and allow us to produce the highest quality oil available for those plants our customers request. For example, last year we committed to our customers to provide 100% pure Melissa oil as other options on the market are extremely costly, and the quality from some of the sources is questionable. As we researched this option with our partners we determined it was not a viable option to distill Melissa in New Delhi. We worked with a reputable distillery in France and we were able to distill our first liter of the very costly Melissa oil last year. Since then we have returned to that partnership multiple times to replenish our supply. Our partner distillery in France carefully prepared the oil in a stainless steel nitrogen blackened container and shipped it to our partners in Santa Barbara for testing. A small 5ml sample was sent it to a 3rd party lab to have the GC/MS testing performed to ensure that it was in fact 100% pure and the highest quality Melissa oil available. That report comes directly from that same liter of Melissa oil that our partners in France distilled and doesn’t belong to anyone else other than Jade Bloom. We publish that report. We’re proud of our reports. We want our customers to take our reports and compare them against other known “fingerprint” reports to confirm the purity. We also encourage our customers to take any of our bottles to any reputable lab and have their own analysis performed.

We have received many reports from both customers and critics that they have personally taken our oils to their own labs and the results have always come back as 100% pure. Dr. Robert Pappas, a locally well-known tester of essential oils, has stated he has tested many of our oils that have been sent to him and have never had any problems. A Facebook group called Blue Tansy Analysis had a secret shopper purchase a set of our oils and sent them to their own lab in Canada, along with oils from a dozen other companies, and all of our oils tested 100% pure. Those test results are available on that public group for anyone to access. Where our website might not always be up to date with the latest batch test available, we do have customers contact us on a daily basis to request updated testing information supplied by our 3rd party lab, which we always supply.

Nancy, our oils speak for themselves. They really do. Perhaps you’ve taken the time to read through thousands of comments from customers that have been blessed by Jade Bloom oils. Perhaps that information is what spawned this post from you to begin with. Our company doesn’t make a lot of money. We operate on very thin margins so that more people can afford the healing benefits that come from using 100% pure essential oils. We’re proud of this fact and what we do for our customers, and we have plans to expand the same benefits to people around the world and in much poorer countries than ours.

Allow me to continue giving you some insight into the details of our operations. Most of our oils ship from our Santa Barbara partner location to our address in Draper, UT where I am located, and they usually arrive in 5 or 55-gallon drums. Our machinery for bottling and labeling resides at our location in Utah where we bottle, label, and ship our oils to our customers. We have carried the same attention to detail that we have learned from our partners in sourcing and distilling all the way through the bottling, shipping, and customer service side of our business. You aren’t a customer of ours so you haven’t experienced this for yourself, but you don’t have to go very far to see how hard we work to resolve any problem and to absolutely make sure every customer is 100% satisfied.

We sell many natural products that are infused with our essential oils and we manufacture all of them, except for our soaps, in-house. Toothpaste, deodorant, scrubs, rubs, bug spray, pomade, and more are not private labeled but manufactured exclusively by Jade Bloom for our customers. We don’t claim USDA certification for any of our products (although we plan on pursuing this in the near future), except for our soaps. You claim that this is a lie, but it is not and I really wish you would have done a little more research. Our soaps are private labeled for us and our private label partner has obtained USDA organic certification from the Oregon Tilth.

We sell 2 types of Frankincense: Boswellia Serrata and Boswellia Carterii. Both are 100% pure and the highest quality in the world. You insinuate that because we are running a giveaway for 100 free bottles of Boswellia Serrata that we are misrepresenting our statement that they are the highest quality in the world. The fact is, as verified by GC/MS testing, both of these Frankincense that we sell are 100% pure and because Carterii is more costly to distill or because you might have a preference to the benefits of Carterii to Serrata, does not invalidate our claims of purity and quality. These two varieties have different chemical makeups and customers use them for different purposes. We recommend Serrata be used to treat skin conditions while Carterii is reserved for its medicinal properties.

You also make the claim that our products say “for external use only” which is not true. If you were a customer of ours and made a purchase recently you would have discovered this for yourself. We updated all of our labels about 18 months ago to change the statement “for external use only” to say “very potent use with care.” This change has nothing to do with a change in the quality of our oil as we have only ever sold the highest quality oils. 100% pure essential oils are very potent and can cause damage if not used properly. Once we could start publishing dilution recommendations for customers that chose to use our oils internally, then we updated the liability statement as previously described. We have over 20, 000 members and many of them use our oils internally using proper safety precautions in diluting and avoiding those oils that should never be internalized because of their natural chemical constituent makeup.

It’s extremely unfortunate that we will have those that wish to call us their enemies as we don’t wish an ill future for anyone we call competition. Conversely, we hope to be able to work together with as many companies as possible that produce 100% pure essential oils in providing accurate information and help heal the lives of as many people around the world as we can. Health, Healing, and Happiness is our mantra.

Sincerely,
Stephanie Wilkinson

Hello Lodza!
This certainly doesn't sound like our support team, as we regularly replace bottles that have leaked during transit due to temperature fluctuations that occur, causing the seals to break/inner dropper insert to expand and contract during shipment.

We'd love another chance to make this right with you. Not seeing a Jade Bloom account associated with the name Lodza, so if you wouldn't mind contacting us at support@jadebloom.com, we'd appreciate that very much.

Thank you!