Complaints

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:05/11/2023

  Type:Product 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.

  3/20/2023 this company took out of my bank account ***** for a product for liver and spleen cleansing. I went to my dashboard and did not have an invoice. I called and spoke to a man stating they were having difficulty with generating invoices and assured me I was getting the product. I called on several occasions and could only leave messages. Received an e-mail from the owner that a package was delivered. The **** sent a delivery notice to them, but not to me that this product was delivered. I never received this, and I want a refund of $*****. I had been a faithful customer for 11 years. And have no reason to lie about 35 pills. The owner said the only way I will get a refund is to send back the order. I did not receive them. Did nt want a new bottle . I want a refund.Sincerely,********************* **********, ******** *****

  Business Response

  Date: 05/22/2023

  It should be noted that we only received notice of this complaint from the BBB in its second attempt on 5/21, nothing from the first attempt on 5/11!
  When I did talk with the customer by phone on May ********* she notified me that she contacted the BBB regarding this matter, despite my extreme efforts to resolve it between us directly,but she refused all efforts to find a middle ground and has only demanded one solution, which is a complete and total refund. Since her notification of contacting the BBB, I was concerned because we had not received any notice of her complaint from the BBB. I wrote the BBB via text on May 12th, and 4 support tickets were generated, which was very confusing, one of which was closed and the other three remain open to this day with no response. Specifically, for your reference, these ticket #s are: #IQRWG,#**ZTK, #LDKUV, #CGN62.
  Order of events:
  We have on record that this customer has been a customer since 2017, and we have an excellent track record with her up to this point where all previous orders have been fulfilled without complaint.
  The order in dispute was placed on our website on Friday, 3/17/2023.
  Order was fulfilled by our shipping department on Monday, 3/20/2023.
  Customer called on Monday, 3/20/2023, explaining that she could not confirm the order was placed because she did not get an email, nor was the order listed in her dashboard when she had logged into our website.
  **On a side note, upon looking into this matter, it was discovered that the customer has 2 accounts open within our website. One with the correct email address, the other with an incorrect address. The account with the incorrect address, a single digit is missing. We can only speculate that the 2nd account was created because the customer did not want to reset their password for the account with the correct email address.
  When she called, we learned of the website error and we apologized.Unfortunately, computer errors happen, and we sincerely appreciate being notified of the error so that we may resolve it ASAP.We did confirm that we did receive the order and promptly re-sent her the order confirmation manually by email since she never received it.
  Our shipping depart wrote me when I spoke with them regarding this matter, I did re-assure the customer, per phone call and emails [below], that the order was fulfilled and would be shipped on time that day on 3/20/23.
  Our shipping department sent the confirmation twice on 3/20/23 because the 1st attempt was kicked back to **.
  It should be noted, she never received any of the order confirmations because the email was placed with the account that had the wrong email address.
  We sent out the order and changed the order status to shipped, at which the shipping confirmation was sent out to the customer with the tracking number via **** shipping. Once again, she never received this confirmation because at the time, we did not know we had the wrong email address.
  **** tracking states, Your item was delivered inor at the mailbox at 10:36 am on March 23, 2023in **********, ** 40258.
  6 weeks later on May 2nd,we get a voicemail from the customer saying that they never received their order.
  We had no idea there was any problem. As noted above, **** officially states delivery to the minute.
  We sent a reply via email to the email address associated with the account that this order was placed under, not realizing that it was an incorrect email address. Please see documentation of emails sent attached with our response.
  We continued to get more voicemails from her, about one per day,as she never called during our business hours when we are available by phone to speak with her in-person,and continued to reply by both phone call and email attempting diligently to reach her.
  We still wrote numerous emails for reference using the wrong email address since customer would not call back or respond to our phone calls since the beginning of her complaint on 5/2/23.
  We tried approx. total of 20 calls before she finally emailed ** with the correct email on 5/7/23. When we realized that we had the incorrect email address, we promptly re-sent all correspondence to her that had previously been sent.
  On a side note, even upon learning that we had the wrong email address, we were able to confirm that we did have the correct phone number when we were finally able to speak to the customer in-person on 5/12/***********, the customer did state when finally reached by in-person phone call, that she never received the voicemails.
  The customer finally did give ** a time frame in which to call her back,as to when she would be available to talk about resolving this issue, but even when called during this time frame,she never answered after, again, after numerous tries. She claimed we never called, and our line/number was not working: *************. It works perfectly! You can call and see for yourself.
  On May 12th,she finally called during our regular business hours, and was able to speak with one of the owners. She only gave ** one option to resolve this matter and would not even try to reason out a way to have both parties come to a positive,amicable agreement and hung up the phone with the threat of contacting the BBB after speaking with one of the owners for about 2 minutes.
  Our side:
  -An independent, 3rd party, who has no agenda in this matter, ***************** *************** states the package was delivered. Please note, shipment was delivered within a typical time frame of 3 business days.
  -We have the standard business protocol of not issuing full refunds unless the product is returned to **. This is reasonable and expected.
  On another side note, we also have the business protocol of not accepting returns in general since COVID-19, for safety concerns. We sell consumable products for health promotion. It should be noted that our customers are often people who are dealing with illnesses,among them, people with suppressed or depleted immune systems. We must be very careful about product handling and prioritize safety first. We explicitly state this on our website, so if anyone cares to look, they can learn of this for themselves. To accommodate people,we sell products in small quantities so that they can give products a trial first without spending a lot of money in the event they learn a product does not meet their needs.
  -Given this situation, I asked specifically a couple of things from the customer, which we always do when such a situation arises. We do have experience in resolving matters of lost packages over the years,as we have been in business since ****.
  -Step 1: Try to locate the whereabouts of the package.
  Problems happen! One any given day, sometimes a **** carrier is sick and a substitute is sent for that route, and packages get misplaced.
  -We recommend talking w/ the carrier to see if they can recall that day and what might have happened.
  -talking w/ neighbors
  -Looking in other locations around the house, like the back porch, in the event the carrier delivered the package to a wrong or unexpected location.
  -Talking w/ anyone who is helping out around the house, in the event that someone else other than the customer received the order and misplaced the mail.
  In our experience, going through this list often locates the package.
  I did ask these things of her and she thought they were unreasonable.
  Step 2: We offered to re-fulfill her order, and even with an increased amount.
  She rejected this offer and said that she no longer wanted the product.
  I asked her why, and if the health problem that she was trying to resolve was still an issue?
  I got no answer.
  Step 3: I offered her a store credit.
  She stated that she no longer had any confidence in our company because of the way we had handled this issue, despite her having been a customer since 2017 (7 year per our record), though she states 11 years.
  I was surprised to hear that she had been a customer for 11 years, as she had stated on the phone, since I only had orders on record since 2017. She began to say that she ordered under her business account and in mid-sentence, she hung up on me.
  Through out the conversation, to repeatedly threatened to call the BBB. I was concerned about this as it is very important to us that we deliver stellar customer service. I was surprised to finally learn, once we had received notice of the complaint, that she had filed it with the BBB the day before I had finally been able to get a hold of her in-person.
  We are a stellar customer service-oriented business with no complaints on record with the BBB for 23 years! We always immediately return emails and phone calls to our valued customers with any issues as our reputation reflects.
  We are very anxious to resolve this matter and hope that a resolution can be achieved.
  

  Customer Answer

  Date: 05/22/2023

   
  Complaint: 20045738
  
  I am rejecting this response because:
  
  Sincerely,
  
  *********************