Vetionx advertised an arthritis product for cats offered at "buy 3 and get 2 more "free". Product did not work! 90-day money back guarantee not honor
They advertised online about an arthritic formula for cats that came with a 90-day full money back guarantee according to the phone rep I spoke with.The offer was "buy 3 and get 2 more free" (5 total for the price of 3). First shipment came damaged (3 bottles), and they replaced those at no additional charge. After using 2, our cat began to experience severe itching, which suddenly stopped after stopping use of this product. Our veterinarian advised to stop use. We called and were told to just return the 3 bottles paid for (the 2 additional were free with the original offer), and we would get a full refund. We were issued a "return authorization number (#****), and afterwards only received credit for $53.28 (the original price paid was $111 with free shipping). We had to bear the shipping cost to return the 3 bottles which made out cat sick. After calling them today, they NOW changed their requirement saying that we had to return all 5 bottles to get the full refund, and even then, we would only receive back 80% of original purchase price. This was cleverly NEVER mentioned when I first called them to purchase the product!! They also now claim that "all of those technicals are posted on their web site. This is deceiving, and totally contrary to what the sales rep first told me when first purchasing the product. I have also filed for a full chargeback with my ******** ******* card used to make the purchase. I have paid out over an additional $10-15 just to twice return their products, first when some arrived damaged, then second on the final return. They have NEVER offered compensation for these unnecessary customer expenses either!! If this Co. were on ********** soil, I can and would sue them for any vet bills incurred due to the bad reaction from it's product. We are requesting the additional $57.72 refund on original amount that was paid of $111, less the $53.28 they chose to only refund. Also, they should refund our return postage of about $15, which THEY required us to do.
Additional refund of $57.72 plus $15 additional postage expenses (2 different returns).
Response to complaint number 37042108:
**. ***** purchased our product package "buy 3 get 2 free" with free shipping on April 1st 2013. He contacted us on April 5th letting us know that 3 bottles arrived damaged. We sent 3 new bottles out the same day with a prepaid return label for the 3 damaged bottles which were returned empty on April 10th.
When **. ***** made the original purchase he asked about the return policy and was advised that we have a 60-day satisfaction guarantee starting from the day of purchase to return the product for a refund. The representative told him that he has to return all 5 bottles full or empty to get the allowed refund for his purchase. He was also told that there is a 20% return processing fee and if he returns all 5 bottles his refund would be $88.80, there is no refund on shipping charges. He agreed to all the terms and proceeded to make his purchase.
We record our phone calls for training purposes and can forward these calls to the appropriate party as proof of the actual conversations. The phone calls can be sent via e-mail attachments.
We did honor our 60-day satisfaction guarantee for **. *****, he received a return authorization number and a refund in accordance with our return policy.
The refund **. ***** received was a partial refund for only 3 bottles returned. We certainly don't want the customer to be dissatisfied with our service and offer to refund the difference if the remaining 2 bottles are returned also.
Customer satisfaction is very important to us and we always try our best to provide the best customer service possible.
All return details are on our website, each product page refers to our return policy which states that ALL bottles need to be returned and that a 20% processing fee will be applied:
We also offer an "Ask our Vet" option available through our website at:
Here all customers can post questions directly to a licensed Veterinarian - free of charge.
Please let us know if you have any questions,
With kind regards
(The consumer indicated he/she DID NOT accept the response from the business.)
This response, as can be seen, does NOT annotate exactly HOW they arrived at only refunding $53.22, a whopping $57.72 LESS than originally paid. The original cost was $22.20 PER BOTTLE ($111 divided by 5 bottles). Thus, even by their own cockeyed calculations, they STILL would have to have refunded $66.60 for 3 bottles. This type-calculation is most often rooted in European-based small business theories, whereby, the "spirit" of "100% guarantee" is not present, rather, a begrudging "absolute cutthroat minimum" basis is applied just in an attempt to "cover" some idea of warranty, however minimal!! This type of refund given defeats the whole purpose of a 100% satisfaction guarantee! Further, it is actually in "bad faith" since such a minor portion of the original amount paid is given, and with such defensiveness. The fact that the original shipment was damaged is NOT material to this refund issue, but they try to insert this so as to "prop-up" their defense that they can "justify" their minute refund given. Empty bottles returned prove absolutely nothing except to make it more difficult for the customer to keep tract of IN THE HOPES THAT the dissatisfied customer will forget & discard them so they can fall back on some pointless technicality to justify less or no refund. If this co. were on ********** soil I would compel them to explain this nonsensical policy before a court of law...and they would likely lose. Who ever heard of an 80% guarantee ? You either stand behind your product or you DO NOT!!!
Final Business Response
Calculating the $53.28 refund is quite simple: 5 bottles ordered, 3 were returned. That is 60% of the original $111 order. Our refund policy is very clear on our website, and states that there is a 20% returns processing fee. This works out to: $111 X 0.60 X 0.80 = $53.28. Or, we can go with $111 / 5 bottles = $22.20 per bottle. 3 bottles returned = 3 X $22.2 X 0.80 = $53.28. Either way you choose, the math does work out. If all five bottles were returned, the refund would be $111 X 0.80 = $88.80. The purpose of our 20% returns processing fee is just what the name implies, to cover some of the expense incurred in handling returns (and complaints associated with returns, such as this). This has been our policy since 2009, and we feel that our 20% returns processing fee is very reasonable, and in-line with that of other online retailers such as Amazon.com.
The mention of the return label is not just to make us look good. In the original complaint, **. ***** specifically states: "I have paid out over an additional $10-15 just to twice return their products, first when some arrived damaged, then second on the final return." This is not the case, as we provided a pre-paid shipping label for the first return of damaged product.
The fact that **. ***** specifically inquired about the return policy in his initial call is important in this discussion as well. Our call center staff are trained to very thoroughly explain all details of our return policy to those asking. While this may turn away some customers from buying, we believe that being upfront about the requirements and fees mitigates problems in the future. ** ***** asked about and was informed about our return processing fee prior to placing his order. The recorded phone conversations will proof that and are available to listen to.
We have concluded to waive the return processing fee for Mr. *****. The payment can be sent to **. ***** as soon as the chargeback has been resolved. For your information, **. ***** filed a chargeback with his credit card company for the whole order amount of $111.00, although he already received a refund in the amount of $53.28.
Please let us know if you have any questions,
With kind regards