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Nutrition Express Corporation

Phone: (310) 784-8500Fax: (310) 784-8522

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Customer Complaints Summary

1 complaint closed with BBB in last 3 years | 0 closed in last 12 months
Complaint TypeTotal Closed Complaints
Delivery Issues1
Advertising / Sales Issues0
Billing / Collection Issues0
Problems with Product / Service0
Guarantee / Warranty Issues0
Total Closed Complaints1

Complaint Breakdown by Resolution

Complaint Resolution Log (1)BBB Closure Definitions
06/26/2013Delivery Issues | Read Complaint Details
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Complaint
This is the first time I have ever ordered from this company. I ordered $83 dollars in product from this company online. The items were never delivered to my home. While Fed Ex claims that the package was left on my front step, we had checked on a daily basis and it was never there. Also, my wife is home all day, and no one ever knocked or rang the bell in order to deliver. After speaking to several representatives of the company, I was told that there was nothing they could do. Basically I am out $83 dollars. This revelation was after my wife and I had called the company 12 different times. Several times we were told we would receive a call back, and we never did. My wife spoke to *******, who said she would file a claim with Fed Ex, and would call back in 7-10 business days. After 15 business days went by, we called again, and they still had no informations for us. We both spoke with the manager, ***********, who also promised a return call, and did not. Not only have I been cheated out of my money, but the customer service was completely unacceptable. As this is my first order from this company, I am completely disgusted at the way they handled this situation.
Product_Or_Service: Lindberg Protein Blend
Order_Number: WXXXXXXX
Account_Number: ********

Desired Settlement
I feel like at the very least, I would like a replacement of the products I ordered. I would prefer a refund, as I do not ever wish to deal with this Nutrition Express again, but I would settle for the products I originally ordered and did not receive.

Business Response
Mr. ****** placed an order (invoice #WXXXXXXX) on Friday, April 26, 2013 in the amount of $82.93. The order shipped the same day via FedEx with the tracking number XXXXXXXXXXXXXXX.
According to FedEx the package was delivered Tuesday, April 30, 2013 and left by the flower pot next to the front door.
The customer alerted FedEx that they never receive their package and a driver follow up was initiated.
On Wednesday, May 8, 2013 we received notification that the FedEx driver confirmed delivery and spoke to both Mr. and Mrs. ****** and verified where he left it. At that point we submitted a FedEx claim for refund of the $82.93 package value. On Wednesday, May 22, 2013 the claim was denied because the driver confirmed delivery.
The Call Center Manager *********** ***** spoke with Mrs. ****** and explained that we would submit a 2nd claim in hope of a refund of the order value.
On Thursday June 6, 2013 we emailed an affidavit letter to Mr. And Mrs. ****** asking them to confirm non delivery. Once we received the signed document we enter a replacement order (invoice #SXXXXXXX) with additional signature required at no additional cost.
On Friday, June 7, 2013 Norco Delivery service confirmed delivery of the replacement at 9:09 am with the tracking number XXXXX-XXXXXXX-CLP. We called Mrs. ****** at 2:30 pm and she confirmed delivery.

Industry Comparison| Chart

Mail Order & Catalog Shopping, Vitamins & Food Supplements,

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BBB Business Reviews are provided solely to assist you in exercising your own best judgment. Information in this BBB Business Review is believed reliable but not guaranteed as to accuracy.

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