Drugstore.com

On 02/22/2016 Mr [redacted] reached out to us and his issue was resolved. Unfortunately, when Mr [redacted] received our auto-responder emails that are sent in response to inbound emails he did not see the line that advises if the auto-reply does not provide information to resolve your issue please reply...

back to this email. If no reply is received from the customer we assume the issue is resolved and until a response is received no customer service representative sees the customer's inbound email.

Dear **,Thank you for contacting drugstore.com with regards to your order #[redacted].I do apologize that you have not had your issue resolved. On 06/29 we sent you an email advising you that we had received the email you sent but the email address you sent the message from was not associated to...

your account. We also advised you that we can only answer questions in emails if the email address is the one you place orders under. We did not receive any further emails from you.On 5/1/2015 [redacted] delivered your order to the address that you added to your account. As you are aware this is not a residential address it is consider to be a freight forwarding address put in place to ship orders overseas as drugstore.com does not ship orders internationally. If this was not the correct address I am sorry but it is the only one we had for the order. As you may also be aware you are required to contact the address that you shipped your order to if it does not arrive within a reasonable amount of time. Due to the fact that drugstore.com does not ship overseas our responsibility for your order ends when the order is delivered to the address you chose to have it delivered to. You should also be aware that the business that you ship your order to opens to verify if the items in the order are allowed to be shipped into your country through customs. They may have removed the items if they were not allowed to be shipped into the country of final destination. Normally we require you to check with this business to see what they have done with the parcel that we shipped to it but as a courtesy I have refunded back to your credit card the amount of $87.05. You will receive an email from us when we have completed the refund and it should show up on your credit card within 30 days but that all depends on your credit card company. Once again I do apologize for any inconvenience you experienced. If you have any other questions or concerns please contact us at [redacted] further assistance. Thank you for choosing drugstore.com.Sincerely,Ruthanndrugstore.com Management Teamdrugstore.com(tm) the uncommon drugstore.(tm)Beauty.com(tm) The world of beauty online.(tm)

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. Sincerely, [redacted]

Hello [redacted],
Thank you for choosing drugstore.com. 
We have received your complaint via the Revdex.com and are more than willing to resolve the issue in a timely manner. As you were advised on 4/27/2016 when you wrote to us it can take up to 30 days for our returns department to provide us with the information regarding orders/items returned to us and for us to process the return. 
This information is also provided in our Help pages under Return Policy: "Once we receive your return, we will issue a credit or refund within 30 days and send you an email confirmation. Please bear in mind that it can take several days for the transaction to appear on your account, depending on your financial institution."
We do this to ensure that the items that we receive back from our customers are in good shape and resellable. We also do this to ensure that the items being returned fall within the 30 day return policy that we have in place for drugstore.com which the items in order Complaint Detail [redacted]. As a courtesy I will however refund your credit card for the items that you mentionned. 
I reviewed your account and on 5/13/2016 you were already refunded for all the items mentionned under order [redacted]. The amount refunded was $40.03. We did not refund the Walgreens allergy product for $2.79 as you had the items listed as Benadry and there was no Benadryl in that order. The 7.99 for B-Complex for order [redacted] was refunded that day as well. I also found that you were refunded for all the items you stated you returned under order [redacted] over 3 different days 3/30, 3/31 and 5/13/2016. The Biore you stated you returned on 4/6/2016 was refunded on 4/20/2016 with other items in order [redacted]. 
I am very sorry you didn't receive the emails that are automatically generated when a refund is completed by drugstore.com. If you have any other questions or concerns please contact us at 1-800-378-4786 for further assistance.
Sincerely, 
Management Team
drugstore.com ™ the uncommon drugstore ™
Beauty.com ™ the world of beauty online ™
Vision Direct - your source for savings on contact lenses

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. Sincerely, [redacted]

Here is a copy of our reply:Dear [redacted],Thank you for contacting drugstore.com regarding order #[redacted].In response to your e-mail, please accept our apologies for the delay in providing you with your refund. As you have requested, I have issued a refund to your credit card in the amount of...

$16.18. You will receive an email confirming this refund once it has been processed. Please note that when you contact drugstore.com via email, our systems will send you an auto-reply attempting to answer your inquiry. If the response you receive is insufficient, please respond to that email and a member of our customer care team would be happy to investigate the matter further. Again [redacted], please accept our apologies for the inconvenience associated with your order. Please feel free to contact us here at drugstore.com if we may provide you with any further assistance.Sincerely,**Senior Team Leaddrugstore.com[redacted]http://www.drugstore.com

Revdex.com:
The drugstore.com has resolved my issue.They promised to give me a refund.Sincerely, [redacted]

Hello [redacted],Thank you very much for choosing drugstore.com.I am reaching out to you to advise that we did receive your Revdex.com complaint with regards to the TRESemme Expert Selection Perfectly Undone Hairspray and the cancellation of your orders due to backorder. I am very sorry about the issues you...

experienced with regards to this product. As much as we try to make sure that there is enough stock in our warehouse to ensure that we have something for everyone.  Due to the pricing, quantities purchased by other customers and how much stock we receive from the manufacturer we cannot guarantee that we are able to. In accordance with our Terms of Use we reserve the right to limit quantities of items purchased by each customer. In addition, we reserve the right to cancel any order or part of an order, or refuse service to anyone for any reason. Such reasons may include, but are not limited to, unauthorized coupon use, product availability, price discrepancy or pricing error. We reserve the right to charge fees or extra shipping charges for any product that is backordered. Unfortunately, I am not able to honor your original order price of $10.69 for 8 bottles of this product. The most I can do is to provide you with a $10 instore credit on your account. The credit will remain there until it is used. I do apologize once again for the issues you experienced. If you have any further questions or concerns please contact us at 1-800-drugstore (1-800-378-4786) for further assistance. Thank you for choosing drugstore.com. Sincerely, drugstore.com Management Teamdrugstore.com(tm) the uncommon drugstore.(tm)Beauty.com(tm) The world of beauty online.(tm)

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. Sincerely, [redacted]

Hello [redacted],
Thank you very much for contacting drugstore.com.
I am writing to tell you that we received your Revdex.com complaint and that at this point in time I cannot fix this issue for you because the email address on the complaint is not the account you placed the order on.  If you would...

please write to us from the email address this order [redacted] was placed on we would be able to resolve this issue for you. 
I am very sorry that I am not able to assist you with this issue as this time but our security measures are in place to protect our consumers and their accounts. 
Once again thank you for contacting drugstore.com. If you have any other questions or concerns please contact us at 1-800-drugstore (1-800-378-4786). Thank you for chosing drugstore.com.
Sincerely,
Ruthann
drugstore.com Management Team
drugstore.com(tm) the uncommon drugstore.(tm)
Beauty.com(tm) The world of beauty online.(tm)

Hello [redacted],Thank you very much for contacting drugstore.com with regards to your order #[redacted].I am sorry that the emails you sent have not been answered but if you used another email address that could be the problem. The last time we received an email address on this account...

was in March of 2015. I am also sorry that you have received product that you state is not of good quality. At this point in time we need you to return the product to the address below so that we can investigate this issue. Once the product has been returned to us we will be more than happy to refund your credit card. We are aware that the items were shipped overseas and the cost of shipping may be high to send them back but we do need the items to be returned in order to find out why the product is not correct. I do apologize that a return of the products is necessary for a refund. If you wish to have a replacement order sent for those two items please reply back to this email so that I can place an order for the new items. Once again I apologize for the issues you have had. If you have any other questions or complaints please contact us at [redacted] or [redacted] for further assistance. Sincerely, Management Teamdrugstore.com ™ the uncommon drugstore ™Beauty.com ™the world of beauty online ™Vision Direct - your sourcefor savings on contact lenses

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. Sincerely, [redacted]

Dear [redacted], Thank you for contacting drugstore.com regarding the missing item from order #[redacted]. Please accept our sincerest apologies for the missing ASU Joint Health Supplement, Advanced Formula, Capsules - 180 ea in your recent order. As you have requested, I have issued a refund of...

$42.49 for the missing product you did not receive. An email confirmation will be sent when this refund has been processed. Again [redacted], please accept our apologies for the item missing from your recent order. Please feel free to contact us here at drugstore.com if we may provide you with any further assistance.Sincerely,Team Leaddrugstore.com[redacted]http://www.drugstore.comTell us why here...

Greetings [redacted], 
Thank you for choosing drugstoreinc. I am writing to you regarding your recent eBay purchase. 
In response to your email [redacted], I greatly apologize for any inconvenience regarding this matter. As requested, I have issued a full refund in the amount of $11.38 and you...

should receive an email once the refund has completed. Additionally, we have ensured that your order was returned to sender. 
Thank you once again for your time and interest in drugstoreinc.
-drugstoreinc

On 1/19/2016 we received and answered an email sent to us by the customer. The reply has been included here:
Dear [redacted],
Thank you for contacting drugstore.com regarding the status of order #[redacted].
In response to your email, I sincerely apologize for the delay in delivery of your...

drugstore.com order. It disappoints us when a customer is inconvenienced, and we are committed to resolving this issue.
To resolve this matter, I have created replacement order #[redacted], at no charge, for your missing shipment. You will receive an e-mail confirmation as soon as the order is processed and shipped. Should you receive your original order, please write 'Return to Sender' on the package and refuse delivery, or visit the following link to print a prepaid Return Merchandise label:
http://drugstore.custhelp.com/app/answers/detail/a_id/150
Additionally, for your added convenience, I have requested that the replacement order be shipped via 2-Day Select to ensure that you receive your item(s) as quickly as possible.
Again, I am sorry for your order delay, and please feel free to contact us if we may provide you with any further assistance. Thank you for choosing drugstore.com!