ComplaintsforUckele Health & Nutrition, Inc.

• Initial Complaint

  10/30/2021

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I ordered a horse supplement from this company in mid September 2021. The cost was 47.90 including shipping. When the product arrived, I found that the guaranteed analysis of the product was very different from what was advertised on the website. I contacted the company asking for a refund for the falsely advertised product. They stated they would only refund me if I returned the product. I stated that I would return the product if I was also refunded for return shipping. When I spoke to ***** on the phone, she stated that since it was a company error and the product was not as advertised I would also be refunded for return shipping. Once they received the product, they then only refunded me the 47.90. They stated that I would not be refunded for the return shipping. I was tricked into returning the product and am seeking the refund for return shipping for 16.25 as I was originally promised. I asked to speak to a higher up manager who has not returned my phone call.

  

  Business response

  12/01/2021

  This customer was correct as there was an error on our website with the
  product label and what was on the product itself. She brought it to our
  attention in which apologies were given and a free bag of product was
  offered. The customer wanted to send the product back, which we honor with
  our 100 % customer satisfaction guarantee. When this customer requested
  return shipping be refunded as well, the representative stated that that was
  not a part of our return policy. The customer decided to return the product.
  Our shipping policy is as stated below which is published on our website and
  in our catalog:
  
  "Uckele products come with a 100% satisfaction guarantee*.
  If for some reason you are not satisfied with your purchase, return the
  unused portion and your receipt within 365 days of the sale date for a
  complete refund or exchange (excluding any shipping and handling charges).
  Uckele will not reimburse for return shipping.
  If you have any questions regarding a product return, please contact us by
  phone or email. Please include your name, address, phone number, invoice
  number, item number, method of purchase, and place of purchase. A customer
  service representative will contact you and assist with the return process."
  
  Once the product was returned back, the customer called in requesting
  returned shipping be refunded and spoke with ***** who agreed to this. This
  information was not translated to others within the sales team, a failure on
  our part and only $9.95 shipping was refunded instead of the requested
  returned shipping amount requested. An order discount was offered on a
  future order which was refused and a request to speak to the sales manager
  was requested. The Sales Manager attempted to contact this customer several
  times over the course of a week to discuss this and left several voicemails
  with no returned phone calls from the customer. Ultimately, the situation
  was rectified with the customer receiving the correct amount credited back
  along with a gift card for the inconvenience.

  Customer response

  12/02/2021

  (The consumer indicated he/she ACCEPTED the response from the business.)
  I'd like to report that Uckele has reached out and rectified the situation presented in the complaint. They were apologetic and agreed that the situation was definitely mishandled. They are taking measures within the company to ensure this does not happen again. They have also made an effort to correct the problem with me and I am satisfied with the resolution and costumer service that was provided to me in effort to correct the initial complaint.

*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. ↩