Complaints

• Initial Complaint

  27/02/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a supplement for my dog claiming that one would help with allergies and the other was a tumeric supplement. I should have inquired about there third party testing prior to ordering but decided to place my order. My fiancee has been taking tumeric supplements and said they were great until he noticed some side effects which made him look up what he was taking and noticed tumeric supplements may contain lead. I asked the customer service via chat if they could tell me more about there testing etc and shed some light on the matter. I was informed I couldn't see the information from them and that basically if I wanted to return the items I need to pay return shipping which I understand but also a restocking fee as well as now pay shipping to me which I wasn't charged for due to free shipping with the amount I spent. I was given a email and got a return number but there stating these impossible return regulations that need to be met in order to get a refund. I looked online and a few people say they never got a refund. The items need to buy be damaged in shipping, they need tracking, they need up to ten days for processing but if it arrives a day late I get nothing at all. I feel like I'm dealing with a scam artist in the way you need to jump through hoops. I would really like to just be able to return the items without absurd restocking fee and without having to pay for the free shipping I obtained by offering the amount that I did. It just seems crazy to me. I know they are probably completely legal but it just seems crazy. I just want to make sure I will get a refund when I send the items back and would like to ensure they will actually be refunding the item.

  Business response

  28/02/2023

  The customer contacted us regarding confidential testing certificates. We are unable to provide the certificates for testing but did advise her we use 3rd party testing once the product is completed manufacturing. When unable to provide the certification she requested, she wanted to return the products. 
  The return policy is available on every page of our website and is emailed with the confirmation after every purchase. 
  She was provided the full return policy within the live chat window as well with the link.
  The return policy is an agreement between the consumer and manufacturer and applies to all customers upon checkout for the terms and conditions before payment is submitted.
  Free shipping is a promotion offered on orders $100 or over just as she used a coupon for 10% off. If you're returning the order, it no longer qualifies for the promotion so your 10% discount is not reimbursed and the free shipping is reversed.
  That being said, the customer was already advised that the restocking fee was waived. She already has been provided an offer to appease her and we will not offer more of a refund than she already has had privilege to obtain more than was agreed upon regarding our return policy as above.
  All customers are refunded when products are returned in sealed condition and they are given 14 days from the date of return authorization being issued to have it arrive at our facility. Should there be a delay in the shipping, the tracking information they provide would show this and refunds are issued within the return policy window once received within a reasonable time.
  We have already offered the customer to waive the restocking fee, we will reimburse her once it's received as per her authorization and tracking information is provided.

• Initial Complaint

  25/05/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Website states that I can return if not satisfied within 60 days. Seller is refusing my refund altogether and I am within the 60 day time frame. This product made my pet worse and he died a few days after taking this medicine. I have a detailed report from my vet saying this some of the ingredients in this product are not safe for cats. I just want to return the item and get my money back, but they are refusing to let me return it because my cat died and the item wasn't used for a full 30 days. ** *** **** ***** ******* ** ***** **** ******* ******* ******* *** ***** ****** *** ****** **** *** *** ******** *** **** ***** **** *** ********** ** ***** * ****** *** ******* ***** *** **** ***** **** ******* ** ********* I just want to return this for a refund

  Business response

  26/05/2022

  Customer placed order # ****** on May 4th 2022 at 8:59pm PST.
  
  The order shipped the next business day May 5th 2022 via *** tracking # ****************** and delivered May 8th 2022 at 12:12pm EST.
  
  Customer contacted us via email address ********************** May 18th 2022 2:24pm PST stating her pet passed away earlier that day and wants to return the product and it’s open.  She was advised by a representative that open product is not eligible for return/refund before 30 days of purchase. Only sealed product is eligible for return at any time but open product is not.
  
  As per the guarantee and return policy stated here:
  ******************************************************************
  “Customers please understand that the spirit of the guarantee is a try it for 30 days and see the difference. Any open items that have not been tried for the full 30 days for any reason are not eligible for a refund.”
  
  The customer then escalated stating that we do allow returns under 30 days and proceeded to email throughout the evening with examples of people online showing they’ve returned under 30 days however all those products were sealed as per the return policy states. 
  
  
  
  This customer is not eligible to return her order as per the policy detailed above.

  Customer response

  26/05/2022

  
  Complaint: ********
  
  I am rejecting this response because: The reviews of people getting refunds before the 30 days is from people who used the product. **** ******* ***** ** ***** *** ****** ****** ** **** ** ****** Some people are allowed a return within 30 days with an opened product, *** *** *** ******* *** ******* ** *** ****. ***** ****** *** ********** ********* *** ***** **** ***** *** ** **** ***
  
  Sincerely,
  
  ****** *******

  Business response

  27/05/2022

  The customer is not eligible as per the return policy.  Her examples provided are for people who have returned sealed items before 30 days.  We do not allow the return of any open product before 30 days.  As per the return policy posted on every page of our website here: ******************************************************************

   

  "Customers please understand that the spirit of the guarantee is a try it for 30 days and see the difference. Any open items that have not been tried for the full 30 days for any reason are not eligible for a refund."

   

  The customer has been advised we do not "pick and choose" who receives refunds before 30 days. The policy clearly states that only sealed items are eligible.

   

  The customer has only open product and is therefor not eligible to return the product.

  Customer response

  28/05/2022

  
  Complaint: ********
  
  I am rejecting this response because: I have spoken to several customers that left reviews on Facebook who confirmed that they were allowed to return open bottles before the thirty day mark because they were unhappy with the product.
  
  Sincerely,
  
  ****** *******

• Initial Complaint

  09/05/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I placed an order of a product after reading the have a 60 day money back guarantee policy. I set a reminder on my calendar exactly 58 days later to evaluate if the product was helping my sick cat - it did not help her at all. I emailed the company on the 58th day and they are refusing my return. I received the product 3/8/22 and I submitted the return request 5/6/22. When I called the number on the email regarding the return, they said returns have to be communicated via email and you can't call about them. I sent two additional emails, one with proof of delivery from ***** 3/8/22 and they have not responded.

  Business response

  09/05/2022

  ***** ******* was first approved for a return of opened product in April 2019.  At that time, she escalated on our representatives about the return policy and made demands of wanting free return labels and for us to change the policy for her. She responded to our policy stating she would not do business with us again. She returned the product and was refunded as per the policy in 2019. The customer has been ********* in the past and now as well.

  Our guarantee for 60 days is on our site here: https://www.nhvnaturalpetproducts.com/60-day-money-back-guarantee/ It clearly states the following: **** ********* *** **** ** **** **** *** ********** ********* ******** *** ** *** ********* **** ** ********** ***** ** *** ********* *** **** *** ** ******** *

  
  She contacted us today to return the product and although she is past the 60 days from her order, she is still ineligible because she has already used the guarantee previously.  She cannot purchase product and return for a refund only to purchase the product again and ask for a return. 

  We are unable to issue refunds for repeat returns as per the guarantee/policy.

   

  Customer response

  09/05/2022

  
  Complaint: ********
  
  I am rejecting this response because: I run a cat rescue under this address called ***** ****** ***. . I order the products that the owners request to use for their cats and sometimes they are shipped to my address because I provide short term care for animals with chronic illnesses. The order in  April 2019 was shipped  to this address but it was for and paid for a different customer than the current order. I am happy to provide his name and contact information and he can verify the cat was taken home after a short stay here, the product was administered initially here then the cat was sent home.

   

  I actually suggested the customer not purchase from this website as they previously have been ********** in their claims of a guarantee. But I have to order what the clients want  Again in this case this cat and the owner are actually located at a different location and I'm happy to provide their contact information as well where they can verify that the cat initially started the supplements under my address but then they were taking home.
  

   

  and if I have been ********* in the past it's because this company evidently tries to weasel her way out of honoring their policies listed on the website to which I find completely unacceptable . Even more frustrating as I set a reminder on my calendar to return the product within 60 days if it didn't help the cat and they still aren't honoring the policy coming back saying it's implication is differ t than what is clearly spelled out on the website.  

   

  I have attached my business entity report as a reference with my address noted.

  Sincerely,
  
  ***** *******

  Business response

  10/05/2022

  The customer is ineligible for returns as she has taken advantage of the return policy previously and as per the policy, it can be used only once.  The customer, in 2019 referred to *** **** and stated the product made her cat sick.  She returned the product after escalating on the representative to change the policy for her. She then proceeded to order the same product in 2020 without issue. The order is in her name ***** ******* and shipped to ***** ******* on all 3 orders she has placed with us. 

  We understand she is upset about the return policy but we cannot make an exception for her when everyone else is abiding by the policy. She tends to escalate when we do not meet her demands.  

  The customer is not going to be refunded for this order as she has taken advantage of the policy previously.

  Customer response

  10/05/2022

  
  Complaint: ********
  
  I am rejecting this response because: Bothe orders were a pass through to my clients. I will upload the invoices soon to show this as well as there contact information where they will verify this. 
  

  Also, all three of now will be voicing our experience on any and every outlet available online.  And I currently have 5 cats on naturopathic treatments. This could have been a great experience to share with my clients and bring you new business but instead you choose to fight a guarantee that you have posted on your site. Again no where does it state you go by sell date and not received date. I would think the 60 days references how long you have to try the product. Either way it is literally 3 days difference. 
  
  Sincerely,
  
  ***** *******

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