Complaints

• Initial Complaint

  07/03/2022

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  Choosing to support a Canadian company, I placed an on-line order for ***** masks and received a confirmation of the order and invoice on January 13, 2022- order/invoice #***** – from Vitacore Industries. My credit card was charged for the full amount of $160.20. At the time they indicated the order would be shipped by February 2. To date, I have not received the masks nor any further correspondence from Vitacore. I have attempted to contact the Company through their on-line chat, by telephone and by email but have had no response to 5 separate inquiries. I am definitely concerned I will never see my order. I would like an update from the Company and if shipping is to be delayed any further, I request a full refund. Thank you in advance for your assistance.

  Business response

  07/03/2022

  Hi there,

  
  I would like to apologize for the delayed response from us.
  As you may or may not know, many of our customers have been severely impacted by the misplaced orders at one of our courier's. We are diligently working with them as they investigate where they have misplaced several thousand orders that we had sent out, which is affecting our human resources and operations.

  That said, the order is on the way and should be delivered by the end of the week: Tracking number by ***** ************ * ****************************************************************************************

  Additionally, we have refunded 50% of the customer's order to compensate her for the hassle. We sent her a confirmation to *******************

  Hope that explains.

  Should there be any further inquiries, please do not hesitate to contact us.
  
  Kind Regards,
  

  Armando

  Vitacore Team

   

   

  
  

  Customer response

  11/03/2022

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ********* *******

• Initial Complaint

  04/03/2022

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  Order #***** On January 28 2022, I sent an internet order for 2 packages of *** ** Surgical respirators. On that invoice they indicated that it would be at least Feb. 17 before I would receive them. There was no indication of how they were going to be sent. To date, March 4th, I have not received them and sending to them two notices. The website indicates that they have misplaced many thousands of orders. So since the company has not provided any resolution to this order; I would request a refund for these. Please have the company refund the full amount $160.20 that was charged to my ***** * **** ******** ** ****** **** ****** **** * **** ** **** ****** ** *** ****** ******** ****** ***** ** ***** ***** ****** ** ********** ** *** ** ******* **** ** ********* ** *** *******

  Customer response

  15/03/2022

  
  Better Business Bureau:
  
   ***** ***  **** *** **** ********* ** ** *******  I received the face masks on Monday.  So while  I won't be ordering from them again, I do have enough masks for a while.
  
  Sincerely,
  
  ******* ********

• Initial Complaint

  04/03/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  This is a problem regarding a purchase from Vitacore Industries. On January 11, 2022, I placed an order thru their on line store for 2 packages of their ****** *** **** ******* masks. The order was confirmed by email. In checking my credit card I found that they had charged $151.98 for the order. I thought that this was strange in that the posted price was $160. On January 20 I received an additional email invoice for $8.22. I sent them an email thru their on line form about this. Never heard back. I did pay the amount. I finally received the order on March 1. I found that they had shipped the wrong items. They had shipped ***** ******** masks instead of the requested Ear loop version. I emailed them thru their contact page on March 1 about the wrong items. On their contact page they state that they will reply within 1 business day. I had no reply. I sent another email on March 3 with no reply. I tried phoning them and got voice mail hell. All I want is to get the ****** *** **** masks. Thankyou for your help

  Customer response

  09/03/2022

  
  Better Business Bureau:
  
   Thankyou for your help.  Vitacore  has reached out to me to settle this problem
  
  Sincerely,
  
  ***** ******

• Initial Complaint

  25/02/2022

  Complaint Type:

  Delivery Issues

  Status:

  Unanswered

  More info

  As with all the other Vitacore customer complaints in the last 3 months listed here, I too placed an order long ago (Jan 3) charged immediately to my credit card (invoice #***** attached), but still have no masks almost 2 months later (Feb 25). I too have repeatedly left email contact messages through their website and left repeated phone messages since no one ever really answers. I too have not received any answer, nor have I been contacted by Vitacore to explain their tardiness. I paid $92.65, which hilariously includes $11.95 for 'expedited shipping'! At www.vitacore.ca, 'contact us', first an 'attention' announcement appears, stating that "****** **** misplaced several thousand of our customers orders", and that their is an "ongoing investigation". Except when I contacted ****** **** customer service phone # today, they could not check Vitacore specifically for privacy reasons, but said any ****** **** investigation would have given tracking numbers for any missing packages (which have NOT been given to customers) and that NO large investigation is currently occurring in this area! They also suggested I contact BBB and the ******** ********** phone line. The info about Vitacore's website referring to ****** **** as the problem has been now reported to ****** ***** service ticket #*********. It seems that the only actual response from Vitacore about not sending packages has occurred ONLY when the BBB intervened. So now I am adding my file to your long, similar list, to ask for your assistance with a resolution. The delivery date on my invoice was supposed to be Jan 26th - a month ago now!

*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. ↩