Complaints

• Initial Complaint

  08/22/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  June 6th I attempted to cancel an order that had not yet shipped...They refused to cancel it.I contacted by email - was unable to phone - they were at a "retreat". Nobody ever phoned me back, but a supervisor named **** began emailing me in the most nauseating manner. She held up my refund saying she needed to research it. I "refused" the package and had it sent back. The supervisor **** then canceled all of FOUR of my "wild tribe VIP" accounts - I was unable to use five years of rewards towards product. Now the date for utilizing the rewards has passed. The deadline was August 21st. I was in effect PUNISHED for filing a dispute which is my right as a credit card consumer. I can no longer access by rewards because in ************* told me she was "doing me a favor" my canceling my accounts. Very suspicious and unacceptable for me to lose points that equal dollars and my time and energy.at And yet she is angry at me - because disputes "take too much time for them to process." So what?

  Business response

  08/26/2024

  Timeline of Events: 

  6/6/24: Customer's subscription was renewed. They requested cancellation and a refund due to personal reasons.
  6/6/24: As the order was already in transit, a team member informed the customer that they could return the package for a refund, providing the necessary instructions. No refusal to cancel the order was made.
  6/11/24: The customer initiated a chargeback.
  6/12/24: Funds were deducted from the company's account due to the chargeback.
  6/14/24: The customer confirmed that the item was returned.
  6/13-14/24: The team was on an annual retreat, with prior notifications informing customers of limited availability.
  6/17/24: A refund attempt was made, and the customer was informed. However, the refund was delayed because the customer's bank held it up due to the chargeback.
  6/17/24: The customer agreed to withdraw the dispute.
  6/18/24: Per storefront policy, the subscription account was canceled but can be reactivated at any time. Rewards and points remain available and unaltered. Customers can redeem their points regardless of subscription status.
  6/18/24: The customer expressed frustration about the cancellation.
  6/18/24: The team member clarified the policy, process, and intentions, noting that reactivation is available with no penalty. The team member offered to reactivate the subscription upon the customer's indication of the desired renewal date.
  6/18/24: The customer confirmed that the chargeback/dispute was released.
  6/18/24: The team member noted that the refund was delayed due to the chargeback/dispute and explained that resolution could take some time. It can take up to 75 days with the customer's bank, which is beyond the company's control.
  6/18/24: The customer requested to restore the account but did not provide a renewal date, which is needed to set up the next order.
  6/27/24: The team member offered various resolutions and further explained the refund delay due to the chargeback/dispute. They requested courteous communication and suggested a phone call to set up the account. The customer did not respond.
  
  7/9/24: The chargeback was resolved in favor of the store, and the company issued a full refund for the returned items.
  
  8/16/24: The customer sent multiple emails alleging unfair treatment.
  8/21/24: The team member explained the subscription cancellation policy related to chargebacks and inquired about the customer's preferred resolution.
  8/21/24: The customer filed a ******************** claim following further misunderstandings.
  8/23/24: The customer claimed they had not been refunded.
  8/26/24: The team member confirmed with documentation that the refund was processed on July 11th.
  8/26/24: BBB Complaint received and responded to by the company. 
  
  The complete record of communication is attached to this email.

  Customer response

  08/27/2024

   
  Complaint: 22176832
  
  I am rejecting this response because:

   

  I do not accept this response. The very

  1st numbered point is a bold faced lie.

  1) the product had not yet shipped

  2) I phoned and left messages

  3) the phones were never manned

  as they were on retreat and since the pandemic it has been impossible to get a human

  4) I was furious that my accounts were

  canceled - how could I re-order?

  5) if a live human had taken the time

  to contact me - we wouldnt be here

  - but the company is cutting corners

  6) this is a valiant attempt to cover

  the tracks of someone not in integrity

  7) in my email I gave THEM options

  - since they refused and were one

  sided in all their options I declined

  to jump through the technology and many

  hoops they unrealistically expect a consumer to do for them

  8) I mentioned that my spouse is

  gravely ill and somewhat handicapped

  and that I dont have the bandwidth to

  battle

  9)I also mentioned that there are brick

  and mortar stores in my area that

  have competitive product w no shipping fees and there is personal service available

  - so **** turned all of this around

  in a twisted fashion

  10) I am disgusted with the enormous amount of untruths in the companys response

  11) I expect a full refund - I was only partially refunded for the package of 4 products that I refused because I did not receive the appropriate and timely response from the company and since their actions were punitive I reopened the dispute.

  12) clearly this did not go over@ very well and each and every response was hostile and patronizing and made it difficult for me to do business with them.

  13) I believe small business should treat their customers well - and not insult them - and not talk down to them as if they were naughty schoolchildren - and not hide behind company branding such as kindness when they have clearly upset a customer of 5+ years. They clearly have a unique agenda - which may not include happy customers.

  *******************************************************************************************************

   

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

  Business response

  08/27/2024

  To whom it may concern,
  
  Thank you for your care with this case.
  
  The timeline was created by reviewing the entire correspondence and noting the dates and events. A member of the BBB can check the email to verify the details as needed.

  *To note: the customer also wrote in from a different email multiple times, where a second team member offered to assist them, and received no response with direction. 

   

  Our main intention is to help the customer as best as possible. We have accepted their return, refunded them, and have offered to reactivate their subscription account. We would be happy to resolve further if possible. The customer is welcome to write into the department to ask for direct assistance with what their need might be. We need a date of renewal to reactivate an account. The customer is welcome to reactivate their account at any time with no penalty. We ask for kindness in our interactions with customers.   

   

  Attached is a printout of the order, confirming that the customer has been refunded for all products on July 9th, 2024. *All sensitive info on the receipt has been hidden to protect the Customer. 

  "July 9, 2024, 1:47 PM:
  You refunded $253.60 USD using a Mastercard ending in X** via Apple Pay.
  Acquirer Reference Number (ARN): ----------------------------"

   

  The value of the order does not meet the value written into this report: "Disputed Amount: 1844.04"

  The total order value was settled at: $259.59

  Our return policy is as follows: ***************************************************************************************************
  Our cancelation policy is as follows: **********************************************************************************************

   

  "The Complaint Type: Advertising Issues" does not match the issue at hand; a subscription renewal order request to cancel and be refunded. ASC temporarily canceled the subscription account due to a dispute placed on the account's order. *** did complete the return and refund as soon as possible.

   

  The customer can contact their bank to inquire about the reason for the refund delay. They can use the order receipt as proof of the refund. The delay might be related to the previous dispute settlement. Additionally, the customer can check their inbox for order ********** to locate the refund confirmation from July.

   

  Please let us know if there is anything more that you may need from the company at this time.
  
  Best,
  ASC ************* Management

*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. ↩