Complaints

• Initial Complaint

  03/17/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  Hello,I placed 2 orders. The first order was by mistake - I had the wrong order in my cart and the address was incorrect. I was having internet issues and it pushed the order through. I immediately emailed the company about the mistaken order and to have it canceled. I proceeded to order the correct item with address correct. I of course did not receive a response from the company about the first order mistake. This company does not pay return shipping cost, so if the order did make it to my home, I'd have to pay to return something that was orderd by mistake. I have not opened the order that I asked to have canceled ( it did arrive, even though my apartment number was missing). I opened the correct order and noticed, apon placing the capsules in my pill organizer, that I was sent the wrong amount of capsules. Their website specifically states that they have upped their pill count from 60 to 80 Capsules in the bottle. It also states that they don't want to throw away their old labels, so you may receive a bottle that states it has 60 Capsules, but the bottle will contain 80 Capsules. This was not the case for me. My label read 80 Capsules, but I only received 60. I went back and forth for weeks with the company. I also opened a dispute with my credit card company for the 1st order that I asked to have canceled. They told me if I hadn't opened the dispute, they'd be willing to work with me and send me another bottle with the correct amount or refund me for the order I asked to have canceled and allow me to just keep it. So, I canceled the dispute and let the company know that they no longer had to deal with that. I asked them how they planned to proceed with fixing the situation. They of course reverted back to telling me I'd have to return the unopened order. I'm not paying return shipping for something that I asked to have canceled, immediately after placing the order AND on top of that, having to pay the return shipping when my second order was wrong. I want a refund for the unopened bottle and keep it or I want another bottle sent to rectify the incorrect second order. They aren't responding to me anymore, of course. This company also has no way to contact them via phone. It's email only.

  Business response

  03/17/2023

  Hi,

   We have differently responded to the customer several times about this issue. She lied about not receiving the first item she placed and turned around and said she received the order but disputed the order instead of just reaching out to rectify the issue. She disputed the initial order instead of returning it for a refund. She then placed another order with us that had an 80 count pill inside and how we know is because we haven't been selling a 60 count bottle since last year. We told her to ship the item back so we can ship out a new bottle but she refused to do so. We then told her that she would have to ship the item back so we can reship a new bottle or offer a full refund to her. She decided to keep both bottles and is now complaining about the products she received. We won the dispute because we have proof that she received both bottles from us and decided to be difficult when all she had to do was return the bottle for refund or replacement. We have blocked her from purchasing any orders with us moving forward. We take pride in assisting and helping our customers the best way we can but we do not respect being lied to and lied on when it comes to our brand. We hope she finds another brand that will satisfy her needs. If we need to attach proof of all emails with her so you can see for yourself that we tried assisting her but its hard to work with a customer who disputes charges on items they received instead of just returning them. I will happily attach proof of emails if needed. Good day!

  Customer response

  03/17/2023

  Hello,
  

  What the merchant stated is not what happened. As I stated in my initial complaint, I received both orders. I never stated that I didn't get the 1st one. I asked them to cancel the 1st order because it was the wrong one (by mistake). I also wasn't certain it would arrive the shipping address was missing my apartment number. When it did arrive anyway, I let them know that I received it and I didn't want it. I emailed them immediately after that order was placed to cancel it. They didn't respond to that email until after they had already sent the item out. The 2nd order was what I meant to place the first time. When it arrived, it did not have 80 Capsules, it had 60. I disputed the 1st order since they told me there was nothing they could do since it was already shipped. They told me they could've helped by sending another bottle to rectify to 2nd order being wrong, if I had just talked with them instead of disputing. They didn't win the dispute, by the way. I canceled it because they told me they'd work with me. Once I told them I canceled the dispute, they reverted back to telling me I'd have to pay return shipping for the unopened bottle and return it to them. Why would I pay to return something that I tried canceling immediately after mistakenly buying? I have all the emails. 

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