Complaint 3 unanswered calls. Form & check sent 9-19-15, check cashed 9-23-15, no order received. The order form & check were sent 9-19-15. The check was cashed 9-23-15. I called on 10-13-15 twenty minutes before closing, was held on phone with a prerecorded message for 5 minutes, only to be cut off as if they were not available. I called again today 10-14-15 twice, on my cell phone, then my land phone, only to receive the same prerecorded message, which after 5 minutes closed the call again. I noticed on my copy of the form that I did not fill in information provided on the back of the form. They have the information on that form. I also forgot to check the box saying which offer and the offer to get a free bonus bottle of zinc, however, it was the only offer for $89.95. Since they have all the data on that form needed, and my check was already cashed, they either owe me the product - soon, or a full cash refund.
Desired Settlement My full refund of 89.95 plus the price of the postage stamp is fair, but there should also be some satisfaction for their inaccessibility. I leave that to you to decide a fair course of action.
Business Response We received an order for Antiiva with a check in the amount of $89.95. This order was shipped on 10/15/15 via fed ex tracking ********************. All check orders are held for two weeks before the order ships to make sure the check clears. This order has shipped and the tracking is provided.
Consumer Response Hampshire Labs did finally send the ordered products to me 2 days ago. Thank you for your help.
Complaint I am Dr. ***************, and I live in Auburn, AL. About two plus weeks ago, I placed an order for some products from Hampshire Labs in Minneapolis. On Sep. 17, I received an email from the company stating that my order had been shipped. To date, I have not received the shipment, my emails requesting information have not been answered, and I have been unable to contact the company by phone on the number listed. I am wondering if the BBB has received similar complaints about Hampshire Labs? Please inform. Thank you.
Final Consumer Response Thank you for informing me about my request that you investigate Hampshire Labs. Yesterday I finally received my order from the company. Consequently, I request that BBB take no further action regarding the company. I appreciate your interest in my problem.
Complaint Ordered product by mail and did not receive. Customer service reps denied having proof of order even though check cleared. I mailed a check for an order for 6 bottles of Gluco D3 on 9/4/15. I ordered this from a brochure and the part that had the product information was sent with the order. As of 10/17/15 I had not received the order but my bank statement showed the check was cashed 9/10/15. I contacted the Westhaven # 10/17/15 and was told by the rep that they had no record of my order. He also said they no longer sell that product. I contacted the Hampshire Labs # on 10/19/15 and spoke to someone named Gar (?) who said the same thing. He told me I needed to get a copy of the cleared check from my bank and send it to them. I contacted my bank and they said it was an electronic transfer so they did not have a copy. The bank gave me a sheet of the information: effective entry date 9/10/15, Company ID **********, name Hampshire Labs, Trace #***************, check #****.
Desired Settlement I would like a full refund and an apology.
Business Response Mr. ***** spoke with one of our reps and stated he had mailed a check to us for a product we carry. We could not find a record of this order or payment so asked him to provide proof of the cashed check so we could issue a refund or send the product. Because all of our orders are entered by our customer service mistakes can be made and one wrong key stroke could have sent the package to the wrong customer. We ask for proof of the cashed check so we can verify the amount and to make sure it wasn't just lost in the mail. He had agreed to send in proof of the cashed check but as of today we have not yet receive it. Once documentation is provided we will gladly issue a refund if we did in fact cash the check.
Consumer Response (The consumer indicated he/she DID NOT accept the response from the business.) I entered the information provided by my bank as "proof" when I filed this complaint. The bank told me it was an electronic transfer and they do not have a copy of the cleared check. Attached is the form they gave me with the information I already provided you in the above complaint. Also attached is my bank statement that shows the amount was withdrawn by Hampshire Labs on 9/10/15. Please explain to me why you have no proof that you did an electronic transfer, which means you should still have a copy of the check, and got my money??
Final Business Response I apologize I did not see the copy of the bank statement attached. I have submitted a refund to our accounting department and a refund check will be issued immediately. We apologize for our error in our order entry process
Complaint It cost me 13.94 CAD to return the useless products. When I phoned I was told I would receive an additional $10 towards this + $10 for trying Product I returned two different products I was told that I was too late for refund on one.So already out of pocket $80 USD. When they refunded the other, They did not include either the postage or the promised $10 for `just trying it` So I phoned and was promised that I would receive this and $10 towards postage.
Desired Settlement I still think I should have received a refund on the first product even though it was not within their specified time,as it did not make an atom of difference. I do think I should not have to pay for postage to return the goods
Business Response Mr. ******** did receive a refund for the product he returned. We issued a refund check to him on 6/16/15 and on 7/7/15 he called in and requested the additional $10 cash for trying the product. We mailed that refund to him on 7/8/15. We do not offer a refund for the customer mailing the product back to us. We actually pay for the shipping to the customer and do not pay for the return shipping if the customer does not like the product. We do however offer an additional $10 cash back on top of the price the customer paid for the product if they are not satisfied which in turn they can use to assist in paying for the return of the product.
Consumer Response (The consumer indicated he/she DID NOT accept the response from the business.) I am 86 years old and am not going to get involved in a long dispute over $14 If they are not going to honor a statement that they would pay $10 towards my postage, it just shows just how much they want to satisfy their customers. Like their products pretty lousey!
Final Business Response Mr. ******** only returned one product. It was the OsteoEz. We refunded him for that product because he returned it within the 120 day guarantee. He has ordered another product from us back in 2014 twice which if he had called about returning it at the time he was returning the OsteoEz he was probably told he was past the 120 day guarantee. We have our guarantee printed on our invoice, in the mailing we send out and on the order form the customer uses to place their orders. At the time of his OsteoEz returns there was not note requesting the additional $10 but when he called about the extra $10 we mailed it out the same day. We record all of our calls and in reviewing his calls to us there is no call stating we would refund his shipping and our mailings do not indicate we refund shipping. I am happy to let him listen to all of our recordings of his calls if he would like. The extra $10 was sent as he requested and he was refunded for the product he returned.
Complaint This company has a practise of not shipping orders for ten days, even when a check has CLEARED THE BANK and is in their account. What can be done? I ordered something from this company, and they have a highly bad practise of not sending out orders for ten days, EVEN WHEN THE CHECK HAS CLEARED and is in their account. The check was no. 3430, made out on 4/29. The check has a trace number of **************. Can anything be done about this?
Desired Settlement I want this practise of not filling orders for ten days, stopped. It is highly unethical, and they are getting interest on unfilled orders. Consumers send in money, and they hold onto it, collecting the interest.
Business Response The customer is correct we do have an automatic 10 day hold on all check orders because we receive checks from all over the United States and Canada we had to put a hold on all check orders because of how many bad checks were getting returned by the bank. Sometimes it takes 10 or more days for the bank to notify us of a returned check. I do understand that the customer said that the check had cleared his bank but because we process 100's of checks daily we have no way to know which have cleared and which ones have not. Unfortunately there are some people out there that have ruined it for the people who are honest. I have submitted a refund to our accounting department for this customer since he is obviously upset about our policy. His refund check will mail out on Monday and he should have it within a few days.
Complaint THE COMPANY REFUSED TO HONOR MONEY BACK GUARANTEE
ON MAY 19 2014 I RECVEIVED A SIX MONTH SUPPLY OF HAMPSHIRE LABS ULTIMATE GARCINIA CAMBOGIA. THE STATEMENT INCLUDED IN THE MAILING "Refunds of the purchase price, excluding freight, may be requested up to 120 days from the invoice date. No need to get an authorization number, just return ALL products for which you are requesting a refund to:
Hampshire Labs ******************* Minneapolis, MN. 55416. ON SEPT 16,2014 I CALLED THE COMPANY TO REQUEST A REFUND AND GOT NO WHERE WITH AGENT WHO TOLD ME THE ITEM WOULD HAVE TO BE IN THE MAIL BY DAY 120. SINCE IT WAS ALREADY AFTER 6PM EST THAT WAS NOT GOING TO HAPPEN. I TRIED EXPLAINING TO AGENT THAT I FEEL THE PRODUCT DID NOT WORK AND I FEEL I WAS MISLEAD BY AGENT WHEN I WAS TOLD THERE IS A SIX MONTH GUARANTEE OF THE PRODUCT OR YOUR MONEY BACK. THE AGENT WAS VERY RUDE AND ARGUMENTIVE AND REFUSED REFUND. I THEN REQUESTED TO SPEAK TO A SUPERVISOR. I WAS TOLD I COULD CALL BACK THE NEXT DAY AND REQUEST TO SPEAK TO ONE. I CALLED BACK AT 9 AM EST THE AGENT I SPOKE TO CLAIMED TO BE A SUPERVISOR. SHE WAS EQUALLY RUDE AND ALSO STATED I WOULD NOT BE RECEVING A REFUND SINCE I SHOULD HAVE CALLED WITHIN 90 DAYS. I AGAIN TRIED TO EXPALIN THAT WAS NOT WHAT I WAS TOLD WHEN I ORDERED THE PRODUCT. THE "SUPERVISOR" OFFERED TO PULL THE CALL AND LISTEN TO IT WHILE I WAS ON THE PHONE. I EXPLAINED TO THE AGENT I DIDNT HAVE TIME TO WAIT SINCE I TOO HAD TO GO TO WORK. SHE THEN ACCUSED ME OF BEING RUDE AND ACTUALLY HUNG UP. ALL I WANTED WAS FOR MY REQUEST TO BE HONORED. I DIDNT LOSE NEARLY THE AMOUNT OF WEIGHT THE PRODUCT PROMISES IN ANY AMOUNT OF TIME. THE "SUPERVISOR" STATED THE GUARANTEE STATES 38 POUNDS IN 90 DAYS WITH NO DIETARY CHANGES. I DID MAKE DIETARY CHANGES AND EXERCISED A LOT SO I WAS HOPING TO ENHANCE. TRUTH IS THE FEW POUNDS I LOST I FEEL WAS DUE TO THE CHANGES I MADE NOTHING TO DO WITH THE PRODUCT AND NOT EVEN HALF THE AMOUNT STATED IN THE MAILING. I FEEL THIS IS FALSE ADVERTISING AND JUST A PLAIN SCAM. THIS IS A LESSON LEARNED BY ME TO NOT ATTEMPT QUICK FIXES. THIS COMPLAINT WILLNOT END HERE.I WILL GO TO SOCIAL MEDIA WITH MY OPINIONS OF THE PRODUCT AND THE COMPANY.
AUTH NUMBER XXXXXX ITEM NUMBER XXXXX GARCINIA CAMBOGIA3+3 INVOICE NUMBER XXXXXXX PAYMENT METHOD VISA NOT SURE IF ORDER NUMBER IS XXXXXX
Desired Settlement I JUST WANT THE GUARANTEE REFUND PRICE OF 119.00 PLUS AN ADDITIONAL 10.00 AS ADVERTISED.
Business Response Our guarantee on the Garcinia Cambogia is as follows. Try the Ultimate Garcinia Cambogia for 90 days and if you don't shed pounds faster and easier, without changes in your diet or exercise-send the bottles back within 120 days and receive a complete refund. Plus get and extra $10 back for your trouble. Ms. ****** phoned us on 9/16/14 and was informed of the 120 day guarantee. The guarantee of 120 days was also on her invoice which was in her package. On the invoice it even gave an exact date that the product needed to be returned by which was 9/16/14. The representative she spoke with informed her even though it was the day it was supposed to be returned by we would honor the guarantee as long as she had it post marked 9/16/14. I can provide a copy of the guarantee from the same mailing she received as well as a copy of her invoice if needed. I am not sure if she followed the instructions and has returned the product and had it post marked 9/16/14 because we have not received anything yet. We will gladly issue a refund if she did in fact return it on that day.
Consumer Response (The consumer indicated he/she DID NOT accept the response from the business.) i do not accept the response but I can see from this point there is no use fighting it. As i said lesson learned
Final Business Response We gladly honor our return policy which is to return the product anytime within 120 days of the ship date. We have not received the product back from this customer therefore no refund was issued. We offer the money back guarantee because not all products work for everyone and if a customer does not see the desired results they do have the option of getting their money back on the full purchase price even if they have used the product. There has never been a 6 month guarantee on this product and again I am willing to provide copies of both the invoice she was sent and the guarantee as stated in the book she ordered from. We are happy to honor our guarantee as long as the customer returns the merchandise within the time allowed. This customer has not returned any product to us as of today.
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