Complaints
Additional Complaint Information
Need to file a complaint?
BBB is here to help. We'll guide you through the process.
Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
12/09/2024
- Complaint Type:
- Delivery Issues
- Status:
- Resolved
Mometrix promised a delivery by Tuesday. It is now Friday, and today they admit my order will not be delivered at all. My test is next Tuesday, and I took a week off of work to study the materials that never arrived. Now its too late to order other materials in time for my test. F- rating!
Business response
12/09/2024
First and foremost, we are of course very sorry the product did not reach the customer as quickly as we would have expected due to a shipping error by *****. We have, naturally, already refunded the customer without requiring a return of the product.
Per our records, the customer ordered the product in question on Saturday, 11/30/24 at 2:50pm. Mometrix typically advertises that our Free Expedited Shipping for domestic orders arrives in 2-3 business days. For a Saturday afternoon order, Wednesday 12/4 or Thursday 12/5 would be the appropriate time to expect delivery. We created a label for this on Monday morning, 12/2/24, at 8:17am and ***** had it in their possession later that day at 1:55pm. Our shipping department got this onto the ***** truck as fast as could reasonably be expected considering the time the order was placed on Saturday afternoon. As such, this seems to be a complaint more about ***** than Mometrix.
***** is a trusted shipper, but it seems like in this instance this was a perfect storm of a ***** mistake and an urgent customer need. The detailed tracking information shows the product left our shipping location at the time indicated above and then, despite accurate customer shipment information, went first to ******* before being re-routed to ***** and then finally on to ********. This was seemingly not due to a fault in our order processing or label printing, but instead a shipping mistake by ******
Regardless, the customer contacted us on the evening of Thursday, 12/5/24 at 6:13pm and we responded the following morning, Friday 12/6/24 at 10:31am, that we had refunded the order and that she could keep the product once it arrived. Also, to be clear, we never indicated it would not be delivered at all as alleged by the customer. What we actually said was this: We have just refunded the order in full for you now, as it appears that the package may not be delivered. We are certainly very sorry that the package was not received as it should have been.***** tracking indicates that the product was finally delivered on Saturday, December 7. We fully refunded the customers order because they were unable to use our product when they had planned to.
Again, we are sorry that there wasn't more we could do to ensure a timely delivery during the busy holiday season.
Customer response
12/10/2024
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
03/25/2024
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Answered
The Mometrix webpage advertises a discount on the set of flashcards from $72.99 to $43.99. However when placing the order for the "Registered Dietitian Exam Flash Card Study Set" it retails for $73.99 and there is no discount applied nor does the price drop to $43.99. (please see attachment)This advertisement is misleading. The advertisement clearly describes a discount being applied, but at checkout, no discount is applied. ( please see attachment)The website only retails the "Registered Diet Tech set" at $43.99 and the "Registered Dietitian Exam set" at $73.99 but advertises the sets as a discount.NO discount is applied at checkout and the page does not show the original price of the item and the new discounted price. For example, if the Registered Dietitian Exam's original price was $100 and then discounted to $73.99. Then this would be a feasible and logical description of the retail item. But Mometrix does not describe their products at check out with a discount applied and therefore their advertisement is misleading.Business response
03/25/2024
The Mometrix webpage says "These packages retail for $72.99 or more, but are available today starting at only $43.99." The webpage includes two different products available for purchase. One is available for $43.99, and the other, for the more extensive test, is available for $73.99. Some of our webpages only sell a single product, and the price we indicate on the webpage matches the price to the customer. On webpages where more than one product is available for sale, we use the language "or more" and "starting at" to make clear that the price for an individual product might be higher than the price listed on webpage. As soon as a product is put into the shopping cart, it is clear what the price to the customer for a particular product will be. Our Customer Support agents did their best to explain this, and we do not believe that the complainant has made a purchase. It seems the complainant is disappointed that they are unable to obtain the product for the lower price that they desired, but it does not appear that they have been misled.
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. ↩
Customer Reviews are not used in the calculation of BBB Rating
Contact Information
Want a quote from this business?
Get a QuoteCustomer Complaints Summary
2 total complaints in the last 3 years.
2 complaints closed in the last 12 months.
BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period. BBB Business Profiles are subject to change at any time. If you choose to do business with this business, please let the business know that you contacted BBB for a BBB Business Profile.
As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.