I have been a fan of BBW for many years. Until today. I found out this business is NOT accredited by the Better Business Bureau, they don't stand behind what their employees tell customers, and they are unfriendly and insincere when you have a problem with their products. Much of this new attitude stems from the new return policy instituted a few weeks ago. Their slogan is 100% guaranteed, return anything at any time if you're not happy. Well, that didn't hold true today. Their wallflower plugs tend to stop working after a few months of use. I would never continue buying them nor the refills if it wasn't for the ability to exchange the plug when it stops working. Why would I? They are expensive and if they only work a short time, it's not worth it. In July I heard about the new policy and I specifically asked about the plugs. I was told I would be okay. The new policy targeted folks who use up half a bottle and then say they didn't like it. That's fair. So today I drove over to request my exchange. I don't know why they aren't made to last, and now that I know they won't honor their guarantee, I won't be going back. The initial salesperson was insincere and just kept repeating herself. I finally had to be a Karen and ask for the manager. The manager was also rather insincere and pretty much just told me to buy a new one. Um okay, not helpful. I really don't think this new policy should extend to non functioning products, but they acted like I'm trying to get away with something! I left the store without an apology and called customer service. Another joke, I discovered. The person on the phone just thanked me for my feedback (no help offered) and gave me another number to call. I did call and waited 20 minutes before hanging up. No one answered. I'm surprised and super disappointed at BBW. Thought they were legit but ends up they are just out to make sales and could care less about the customer. I hope people read this and don't get fooled by the "down home" cozy atmosphere -- it all an illusion! read more