Stop Aging Now

We understand the frustration this may have causedHowever, the address is currently under investigation and we will not accept any orders moving forward to this addressThis is a [redacted] facility that is currently under investigation due to its links of illegal reselling of our productsIf there is an alternate address the product can be shipped to you are welcome to process an order to that addressAny orders, regardless of box numbers, to [redacted] will not be accepts by our system for the reasons mentioned above

Dear Mr [redacted] ,Thank you for your inquiry regarding complaint [redacted] We have researched the complaint and found that on 4/20/2016, Mr [redacted] emailed our Customer Care Department regarding a special offerHis email reads, "I am look at your ordering pageI do not understand the pricing math: according to the final prices, you are NOT getting the extra bottles free (in the first two choices.)" On 4/21/2016, we responded by apologizing for any inconvenience and asked Mr [redacted] to provide us with the special offer code so we could look further into his inquiryHis email did not mention a product name, price, or promotional code needed to research his inquiryFurthermore, we did not receive a response to our reply.It is possible that Mr [redacted] may have called our toll-free line to speak with an agent about this matter, but we do not have a record of any phone conversations on 4/19/or 4/20/between our company and Mr***.The customer statement that you have provided mentions our special offer for Max-BThe special offer http://www.stopagingnow.com/energy.938/advertises three different promotions: six bottles plus two free (price per bottle includes bonus bottles) for a total of $63,60, which is $per bottleThe second promotion is three bottles plus one free (price per bottle includes bonus bottle) for a total of $39.80, which is $per bottleThe last promotion is one bottle for a total of $14.95; no free bottles are included with this optionIn addition, shipping is free with either of the three offersPlease see the attached PDF for details.We pride ourselves on the level of attention and care that we offer our customers and take any complaints seriously,| hope that I have provided enough information to dismiss Mr***'s complaintPlease advise whether further information or clarification is needed.Thank you for your attention.Ashleigh R***Customer Care Manager Stop Aging NowDirect: ###-###-#### [redacted] ***|Bethesda, MD 20814|###-###-####|StopAgingNow.com

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed as Answered] Complaint: [redacted] I am rejecting this response because:It simply does not resolve my issue with this companyThere appears to be no solution as they simply will not ship to the address I providedThere appears to be nothing that can be doneI will simply not do business with them as they have obscure policies that I don't understand Regards, [redacted] ***

Customer had established an AutoShip plan for our [redacted] PLUS for cats and dogsAll AutoShip customers receive email notification days prior to an AutoShip processing, to provide them with time to contact us with any changes or cancellationThis AutoShip processed on 1/2/and shipped out at 7:30am EST on 1/4/Customer called in requesting we cancel the shipment the same day 1/4/at 8:54amWe informed the customer it had already been shipped and could not be cancelled at this timeWe provided instructions on how to refuse the package for a refundWe cancelled the AutoShip plan so no further automatic charges or shipments would occur moving forwardWe informed the customer that once the return is received it takes our Orders Department 7-business days to process the refundA refund was issued today via our Returns Department in the amount of $for the total cost of the product, we do not refund for the cost of shippingHowever, as a courtesy due to the cancellation request we have also issued a separate refund for the cost of shippingThe total refund amount for the order comes $Customer receives email confirmation of refunds issued, and is informed that it may take 2-business days to appear back on the credit card

Please find attached the most recent email correspondence between *** [redacted] and our Customer Care TeamThe Customer Care agent let the customer know, that because he was not able to provide the tracking number for the return that we must wait for the warehouse to confirm the receipt of the bottles he sent backOnce the return is received by the warehouse a refund will be processed within 7-business days from the date of warehouse receiptOur Return Policy is also found on our website for customers to reviewOnce the return is received, or if the customer is able to provide the tracking number for his return, we would be more than happy to issue a refund

Customer contacted us via phone and email on 12/1/17. According to the agent notes, the customer had called to cancel his automatic subscription, but there are no notes indicating a refund inquiry. The notes indicate nearing the end of the call the customer mumbled something and hung up on the... agent. The customer followed up with an email, inquiring about the status of his refund. Our agent emailed a response letting the customer know that to date we have not received a return, and asked for the tracking number associated with the return. Refunds are issued based on the number of physical bottles received back. If we have not yet received a return we ask for a tracking number to confirm a return was sent in, and received by our warehouse. As long as we are provided a tracking number, we are happy to issue a refund. The customer has not yet responded with the tracking information connected to his return. Additionally, we were not provided with the number of bottles the customer sent back, or the product. Once we receive the return, or tracking number along with information on what was returned, we would be more than happy to issue a refund.

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed as Answered]
Complaint: ***
I am rejecting this response because:
Regards,
*** ***

Customer contacted us on multiple occasions, and escalated each call to our Customer Care Manager. Customer stated he provided an incorrect email when he placed his order, we corrected his information and sent him multiple copies of his receiptWe explained in hours he would receive
tracking informationOver the phone and via email we explained all of our orders start with UPS, but are handed over to USPS for deliveryThis method is called UPS Mail Innovations.Customer called back the following day asking for the tracking number, which we sent directly to the corrected email and he confirmed he receivedThe next day he emailed and called us with the same request, we provided a USPS tracking number as the package was handed over for delivery. Customer called the following day demanding to know where his package was, we told him based on the tracking information it was delivered to the PO Box address he had provided and confirmed correctCustomer stated it was not there, we suggested he follow up with his post office to make sure it was not delivered and let us know what they saidCustomer did not do this, instead he posted here on the Revdex.com website, despite multiple attempts on our end to assist him. This customer was rude to multiple agents, and because he stated he had not received his purchase we issued a full refund for the purchase

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me However, NO ONE contacted me to try and fix this and I was NOT told what to do with the incorrect product (they say they told me to keep it--they didn'tThey say they called and were waiting for a call back, no one called)That product has been sitting in my hallway, all boxed up waiting for instructionI don't know if they had a problem with their website, but the product they initially sent me was not even listed on the website--only the product that I wanted and had previously ordered from themIn fact, I had never seen any similar product on their websiteSo, after mistake upon mistake, I have received what I ordered, but the sting of their "customer service" will be with me for a while
Regards,
*** ***

*** *** contacted us on 3/9/inquiring why his order attempt did not process throughHe indicated he lives at the same address as his sister, who placed an order under a special offer which is limited to per house holdThis is clearly printed on the promotionOur system will not allow for
the same promotion to be used for the same address, to prevent individuals from taking advantage of the generous offerI have attached the complete email correspondence between myself and *** ***. However, the address the order processed under has been under investigation for possible illegal reselling of our productsThis same address has been used multiple times, and the name has switched each timeI explained this to *** *** in my email, and that we would not be able to accept orders until the investigation was completeEven after this claim, his sister, at the identical address, placed an order over $1,dollars, within a very short period from her initial orderAdditionally, ordering more of the same productWe pulled the order and refunded the productAn agent spoke with *** ***'s sister 3/29/regarding the matter and why we can not accept orders to this address I have attached the order receipt for suspicious order placed by his sister, and the initial order she placed. We have these measures in place to protect our company and customers, which is why we reserve the right to refuse sales in situations such as theseWe let the individuals know why we are not able to process these orders

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me But please note, I never received the auto shipment I called informing them of this, they were supposed to call me back, and never did, hence the reason for my complaint It is now resolved satisfactorily with the refund, thank you
Regards,
*** ***

Dear [redacted],Thank you for your inquiry regarding complaint [redacted]. We have researched the complaint and found that on 1/13/2016 the customer was shipped six bottles of [redacted] (the product that she initially intended to order) valued at $119.70, free of charge to rectify the situation....

We advised the customer to keep the incorrect product with our compliments, as it offers similar benefits to the item the customer intended to order. The [redacted] tracking number including proof of delivery is [redacted]. The original order, totaling $44.85, referenced by the customer was placed by her on our website. The order was packed and shipped according to her input on our website. The customer did not order [redacted] as stated in her complaint, but did in fact order a different product with a similar name, Joint Formula for Dogs. We recently changed some of our pet product formulas and packaging which may have added to the confusion.The customer was asked to send the incorrect order back at her expense because it was not a mistake on our part. Our return policy, which can be viewed using the address below, states that we will pay for the return shipping in the event a customer receives incorrect or damaged merchandise as a result of an error on behalf.http://www.stopagingnow.com/customer service/return policyOne of the agents the customer spoke to did not understand her situation and did send out a complimentary order (which was duplicated) for an incorrect product. The orders were cancelled before they shipped, the customer was not charged or expected to pay for return shipping. This was regrettable and Surely added to the customer's frustration.While we maintain that we are not responsible for the customer's initial complaint, it is unfortunate that we were unable to satisfactorily resolve the customer's complaint. However, I see that the customer was ultimately sent the product that she intended to order and was not asked to ship any items to us at her expense, thus satisfying the customer's desired outcome/settlement. We pride ourselves on the level of attention and care that we offer our customers and take any complaints seriously. I have reached out to the customer to follow up, but have not received a return call.I hope that I have provided enough information to dismiss the customer's complaint, as it appears that the issue was resolved on the same day the customer filed the complaint. Please advise whether further information or clarification is needed.Thank you for your attention.

Customer had established an AutoShip plan for our [redacted] PLUS for cats and dogs. All AutoShip customers receive email notification 5 days prior to an AutoShip processing, to provide them with time to contact us with any changes or cancellation. This AutoShip processed on 1/2/17 and shipped out at...

7:30am EST on 1/4/17. Customer called in requesting we cancel the shipment the same day 1/4/17 at 8:54am. We informed the customer it had already been shipped and could not be cancelled at this time. We provided instructions on how to refuse the package for a refund. We cancelled the AutoShip plan so no further automatic charges or shipments would occur moving forward. We informed the customer that once the return is received it takes our Orders Department 7-10 business days to process the refund. A refund was issued today via our Returns Department in the amount of $107.70 for the total cost of the product, we do not refund for the cost of shipping. However, as a courtesy due to the cancellation request we have also issued a separate refund for the cost of shipping. The total refund amount for the order comes $117.65. Customer receives email confirmation of refunds issued, and is informed that it may take 2-3 business days to appear back on the credit card.

Please find attached the most recent email correspondence between [redacted] and our Customer Care Team. The Customer Care agent let the customer know, that because he was not able to provide the tracking number for the return that we must wait for the warehouse to confirm the receipt of the bottles he sent back. Once the return is received by the warehouse a refund will be processed within 7-10 business days from the date of warehouse receipt. Our Return Policy is also found on our website for customers to review. Once the return is received, or if the customer is able to provide the tracking number for his return, we would be more than happy to issue a refund.

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
 Complaint: [redacted]
I am rejecting this response because:It simply does not resolve my issue with this company. There appears to be no solution as they simply will not ship to the address I provided. There appears to be nothing that can be done. I will simply not do business with them as they have obscure policies that I don't understand.
Regards,
[redacted]

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
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. 
Regards,
[redacted]  Date: Fri, Dec 30, 2016 at 9:07 PMSubject: Re: You have a new message from the Revdex.com of Metro Washington DC & Eastern Pennsylvania in regards to your complaint #11881915.To: Revdex.com <[email protected]>HELLO HOW ARE YOU? MY ID# IS  11881915.THEY HAVE REFUNDED MY MONEY THANK YOUVERY MUCH

We understand the frustration this may have caused. However, the address is currently under investigation and we will not accept any orders moving forward to this address. This is a [redacted] facility that is currently under investigation due to its links of illegal reselling of our products. If there is an alternate address the product can be shipped to you are welcome to process an order to that address. Any orders, regardless of box numbers, to [redacted] will not be accepts by our system for the reasons mentioned above.

Dear Mr. [redacted],Thank you for your inquiry regarding complaint [redacted]. We have researched the complaint and found that on 4/20/2016, Mr. [redacted] emailed our Customer Care Department regarding a special offer. His email reads, "I am look at your ordering page. I do not understand the pricing math:...

according to the final prices, you are NOT getting the extra bottles free (in the first two choices.)" On 4/21/2016, we responded by apologizing for any inconvenience and asked Mr. [redacted] to provide us with the special offer code so we could look further into his inquiry. His email did not mention a product name, price, or promotional code needed to research his inquiry. Furthermore, we did not receive a response to our reply.It is possible that Mr. [redacted] may have called our toll-free line to speak with an agent about this matter, but we do not have a record of any phone conversations on 4/19/2016 or 4/20/2016 between our company and Mr. [redacted].The customer statement that you have provided mentions our special offer for Max-B12. The special offer page: http://www.stopagingnow.com/energy.938/advertises three different promotions: six bottles plus two free (price per bottle includes bonus bottles) for a total of $63,60, which is $7.95 per bottle. The second promotion is three bottles plus one free (price per bottle includes bonus bottle) for a total of $39.80, which is $9.95 per bottle. The last promotion is one bottle for a total of $14.95; no free bottles are included with this option. In addition, shipping is free with either of the three offers. Please see the attached PDF for details.We pride ourselves on the level of attention and care that we offer our customers and take any complaints seriously,| hope that I have provided enough information to dismiss Mr. [redacted]'s complaint. Please advise whether further information or clarification is needed.Thank you for your attention.Ashleigh R[redacted]Customer Care Manager Stop Aging NowDirect: ###-###-####[redacted]|Bethesda, MD 20814|###-###-####|StopAgingNow.com

Customer contacted us via phone and email on 12/1/17. According to the agent notes, the customer had called to cancel his automatic subscription, but there are no notes indicating a refund inquiry. The notes indicate nearing the end of the call the customer mumbled something and hung up on the...

agent. The customer followed up with an email, inquiring about the status of his refund. Our agent emailed a response letting the customer know that to date we have not received a return, and asked for the tracking number associated with the return. Refunds are issued based on the number of physical bottles received back. If we have not yet received a return we ask for a tracking number to confirm a return was sent in, and received by our warehouse. As long as we are provided a tracking number, we are happy to issue a refund. The customer has not yet responded with the tracking information connected to his return. Additionally, we were not provided with the number of bottles the customer sent back, or the product. Once we receive the return, or tracking number along with information on what was returned, we would be more than happy to issue a refund.