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Complaint Details
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Initial Complaint
06/30/2021
- Complaint Type:
- Product Issues
- Status:
- Answered
Months ago,I signed up for a subscription for 3 jars of a green powder, b/c I thought the initial jar I purchased was good. I haven’t been able to use those due to a change in dietary needs-they remain unopened. Fast forward to this week, I receive an email saying “your products have shipped.” I email T.P. to find out if they can cancel/stop the shipment, they flat out say “no,” can’t do anything- said I had enough notice & sent me an email a few days before shipping that I was not able to view b/c I have limited access to email. I ask again, since the package hasn’t arrived yet at my home, can I just ship it right back unopened, & receive a refund. Again, tell me “no”, b/c their policy is a “30-day Money Back Guarantee” BUT only applies to the 1st order. There is no actual return policy, only a misleading & very limited “satisfaction guarantee”. This is a scam preying on people that lose track of emails & allows no room for error. They brag of superior service, this is also untrue.Business response
07/01/2021
We have received and reviewed the complaint. I have attached documents showing the return policy that is published on our website along with the communication between our customer service and this customer. Our return policy clearly states that we offer a 30-day money back guarantee from the initial shipment. This customers initial shipment was in February-2021 and she clearly communicates in her complaint that she ordered months ago. In addition, this latest order was her 3rd order and well outside of the return policy window. Because we are a consumable product, this return policy is necessary so a customer does not continue to order product for months (or longer) and then later on down the road decide to return. We give them one month to try the product and if they do not like for any reason, they can return and receive all their money back. However, if they continue to order, we would happily cancel any future subscription orders but they would be beyond the refund window.
Our customer service rep also clearly and professionally communicated our return policy in the response email. Since this email, she has been sent a pre-paid return shipping label to return the product.
Customer response
07/08/2021
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
In this case, I am not simply continuing to order the product , this subscription marketing ploy is to take advantage of unwitting and busy people that might forget, and then they are stuck with product they don’t even want with NO option to return. You don’t have an actual return policy- in fact it should be more clearly stated you can NEVER return after 30 days of your first order, it is a FINAL SALE forever and always, after the 1st time you even try the product. It is misleading, confusing and ultimately favors the profitability of your company. The product I want to return is literally unopened, as is the shipping box. This is almost $100 you’re asking me to pay for product I will not use and this is even due to my current dietary requirements. It’s crazy there is no room or forgiveness in a system that is designed to profit your company, with a “return policy” that makes no sense. There is actually No return policy, it’s always final sale except within 30 days of your very first purchase.
In addition, communicating through BBB with this business, I can already see how rigid and unwilling they are, based on their reply, to help service the customer.
In resolution of this case, I am willing to accept a refund using the return label I was sent through customer service. If they refund me with upon receipt of the unopened shipping box (still packed by their people )and unopened and untouched product, I can consider the case resolved.
Regards,******* *********
Business response
07/13/2021
A return label was sent to the client on July 1st and based on email communication with our customer service. It looks as though the shipment was sent back on Thursday, July 8th, delivered to the warehouse on Saturday, July 10th, and the refund was processed Tuesday, July 13th. It can take a couple days for the refund to show on a customer's credit card statement; however, it has been processed and should show in the next few business days.
While return policies are in place to help protect the business from the many fraudulent individuals that are out there, we are always willing to work with our customers to find the best resolution....even when it falls outside the policy such as in this case. Even though this order falls outside the return policy, we were happy to provide the return shipping label and refund the order upon receipt of the return.
Thank you!!!
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Contact Information
16595 W Stratton Dr
New Berlin, WI 53151-7301
Business hours
Today,Closed
MMonday | 9:00 AM - 5:00 PM |
---|---|
TTuesday | 9:00 AM - 5:00 PM |
WWednesday | 9:00 AM - 5:00 PM |
ThThursday | 9:00 AM - 5:00 PM |
FFriday | 9:00 AM - 5:00 PM |
SaSaturday | Closed |
SuSunday | Closed |
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Get a QuoteCustomer Complaints Summary
1 total complaints in the last 3 years.
0 complaints closed in the last 12 months.