Complaints

• Initial Complaint

  02/09/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Have been using OsteOganiCalPlus for well over a year and the product does not work. The message you hear while waiting to speak to a customer service rep is that the product is guaranteed to work and straighten your bones, my last order was placed on 10/1/23 for 6 bottles at a cost of $174.00, Then in December of 2023 I had my Annual Bone Density Test, and the results came back that my test came back worse than the previous tests. I called the company to return the 4 Unused bottles and I was told that they have a 30-day return policy, and I cannot return any unused bottles. This is a scam because you can only have 1 Bone Density test per year per our insurance company and they know this so now I'm stuck with their product that does not work and they refuse to take back the unopen/unused bottles. They only way you can verify if the product is working by waiting for your next scan. Even my doctor has said these pills do not work.

  Business response

  02/10/2024

  Good afternoon,
  
  Thank you for bringing to my attention the matter that ***************** attempted to receive a refund. We honor our 30-day money-back guarantee, no questions asked, or as stated on our invoices, for a full year upon request under certain circumstances.
  We have absolutely no records of such a complaint, and this is a surprise to us. We have been in business since 1999, with new ownership in 2008, and sell the same product with positive results. We are going to reach out to ***************** and try to understand who she spoke with in the past, as there is no record of her calls or concerns on our system other than a message she left on our answering service recently, inquiring about her previous order and the amount she had paid for, which I include a copy of this email here.
  Please let us know how we can remedy this situation immediately. We are a small business and care deeply about helping and fulfilling all our customers' needs and concerns.
  
  *************** should have mentioned the intention of her call when she left us a message, and we would have been happy to meet her needs. We are proud of our customer relations; we are delighted to have provided a quality product for over 25 years. Our Osteorganical Plus formula's ingredients are certified and analyzed for stringent content conformance, and our laboratory is a GMP (Good manufacturing practice). Our company has honored guarantees for over 25 years and will continue to work with the same effort and dedication. 
  I will be more than happy to process a refund for her. Please let me know how to proceed. 
  Thank you,
  

  Customer response

  02/15/2024

   
  Complaint: 21272991
  
  I am rejecting this response because:

  I did contact their customer service department in December of 2023 when I received my Bone Density test results at my doctor's ******* When I called customer service, they informed me that their return policy was only *************************************************************************** that she is going to prescribe Fosamax for me and to keep taking the 1200 mg of calcium and *************************************************** to take, I have in my possession my last 2 bone density results which I can provide that information to them. All i would need is their information on where to send the scanned documents to. The easily way to resolve this issue is to let me return the un-opened bottles I have seeing I'm no longer taking there. Product, and refunding me the price I paid.          
  Sincerely,
  
  *****************************

  Business response

  02/22/2024

  Good afternoon,
  
  Please see the attachement of our call log in an attempt to contact *****************. As we explained to her, we honor the product guarantee for up to 30 days, no questions asked, as stated on our invoices. Once that grace ****** had passed, we asked for further information. We asked her for that, and she told us she would have to figure out how to submit since our call on February 12th, even though ******************** last purchase was made several months past the 30-day unconditional guarantee. At this point, we will refund her last purchase entirely and ask for nothing in return, as sending us a document by email or mail may be difficult for her. We aim to ensure all our current or former customers are satisfied with our product and services. I understand she requested a refund for unopened bottles, and we are refunding her last purchase entirely. There is no need to send us anything back. I hope this satisfies her desire, as it seems that when we communicated directly with her, we were unsuccessful. I am attaching a copy of her last invoice and the proof of the refund. Please advise if further action is needed.

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