Married at First Sight Australia 2022‘s Brent Vitiello has addressed customer allegations his sea moss business, Mos x Daily, is a “scam”.
ICYMI: In 2023, Brent launched his latest venture, Mos x Daily, a nutrient-rich essence that claims to offer a wide range of health benefits.
However, as previously reported by So Dramatic!, a multitude of those who purchased from the brand have cited missing orders, packaging issues, lack of refunds and poor customer service from the business.
Brent has since responded to his disgruntled customers’ allegations in episode 377 of the So Dramatic! podcast.
Chatting to host Megan Pustetto, the former restaurant manager said Mos x Daily “grew exponentially very, very quick”.
“We’re a really small business,” he reiterated. “We’re the only ones that had the guts and courage to sell the purest form of sea moss.
“Unfortunately, by doing that, it does create a lot of problems in transit, basically.”
Brent Vitiello blames business Mos x Daily shipping and damaged goods issues on Australia Post
According to Brent, his business “trusted Australia Post” to uphold their promise of delivering orders within “three to five days”.
“Unfortunately, it was taking up to three to four weeks, and a lot of the time, they were sending the product smashed or destroyed, and it was blown up, or it was off, causing a lot of issues over a long period,” he explained.
Following countless reports of poor postage times and damaged orders, Brent said he had to “drop Australia Post”.
“I didn’t really have a choice, so I had to sign a whole new deal with DHL [to ship orders to customers],” he confessed.
The entrepreneur also claimed that Mos x Daily has “been through a legal battle” with Australia Post “for some time” due to the shipping company’s non-fulfilment of their agreement.
Mos x Daily founder Brent Vitiello says he is personally dealing with customers’ orders and concerns
Revealing he has had to “reinvest everything” into getting new Mos x Daily packaging to combat damaged orders, Brent said he has also taken to managing customers’ orders and concerns himself.
“I’m issuing refunds and resending packages and everything else,” he told So Dramatic!. “I’ve messaged and spoken to hundreds and hundreds of people over the last month, if not more, because the communication just probably wasn’t very good.
“Now, I’ve had to handle that on my end of the business with the team… to the point where I barely sleep. It’s affecting my relationship. It’s insane.”
Brent continued: “We’ve been working day and night trying to fix the problems and now getting everything out.
“I’ve had to double-check in every case and every person I speak to. I then have to go and take that order and reference, go back to the team, and check to make sure which person has been notified and which one hasn’t.”
Admitting there was “always an issue with communication”, Brent said he’s now “cracked down” to ensure customers are notified of any delays.
“As far as I’m aware, everyone knows by now [of the delays],” he said, stating that customers should have received new tracking details through DHL.
“I will ensure that everything from top to bottom is rectified,” Brent continued. “Because this is my integrity people are calling into question now. I take that seriously.
However, he said there is “no exact date” that customers will receive their orders.
“Some people will get it straight away. Some people may wait,” he said.
Brent Vitiello denies at Mos x Daily is a ‘scam’
Brent also denied that Mos x Daily intends to rip people off.
“People seem to think that it’s a scam, but scammers make money, they take people’s money, and they’ve got money, they make profits,” he said. “I haven’t been doing that. Not even in the slightest.
“I’ve now given everything I have to keep it going, to be able to refund people, to be able to re-get packaging.”
Brent added that “people seem to think [he’s] sh*tting in a gold toilet and living in a palace”.
“That’s not the case,” he confirmed.
Brent Vitiello confirms unhappy customers will receive a refund if requested
As previously reported by So Dramatic!, several Mos x Daily customers said they were denied a refund when they asked the business.
When Brent was asked about this in episode 377, he said that “by Fair Trading laws,” businesses only have to supply a refund if the product is faulty or not as described.
However, given the circumstances, the MAFS groom said, “Obviously, yes, we are doing it [refunds].”
He also said Mos x Daily “avoided” issuing refunds to people who received a new tracking number as the business “purchased a new tracking number for them” and their orders were on the way.
“Obviously, if they’re still not happy once we speak to them and they want a refund, they’ve got it,” he said.
“There are some people that I’ve refunded from my own pocket, just so it was quick.”
He added, “We’ll go through everything case by case, and we’ll either refund them or give them the information they need, and then they can move on.”
To hear Brent’s reply in full, you can listen to episode 377 of the So Dramatic! podcast here.
Want even more goss? Listen to the So Dramatic! podcast with Megan Pustetto below!
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