Aloha Inc

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

[Your Answer Here]
 
There were no attachments. Given other customer complaints on Revdex.com and a rating of C- there I believe you will continue to have problems. I did not see anything prior to ordering the free trial. I did see the alert afterwards which is then when I contacted you and filed the Revdex.com complaint. I think it is deceptive advertising and a bait and switch tactic and a very poor poor way to earn customer trust. 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

Revdex.com:At this time, I have not been contacted by Aloha Inc regarding complaint ID [redacted].Sincerely,[redacted]

Hi [redacted], We are so sorry for any disappointment or confusion surrounding your order of our free trial, placed on December *, 2014. For clarification purposes, our free trials are...

associated with a Replenishment Service. Customers are given 14-days from the date of purchase to pause, cancel, or customize and continue with their service. If customers do not opt to pause, cancel or customize their Replenishment Service in that time frame, they are automatically enrolled into our Replenishment Service plan dependent on what trial they claimed and, therefore, will be shipped product ever 30 days unless otherwise indicated. We make many concerted efforts to be as transparent as possible about the terms in order to offer our customers as much flexibility and control as possible. We include the terms directly below the button you would have had to click to put a trial in your cart, we have a pop-up reminder after check out, and we include information about how you can update your subscription in the order confirmation emails we send you for your trial. To summarize, our records indicate: You ordered a free trial of the ALOHA Smoothie Kit on 12/**/14. On December **, 2014 your first monthly shipment processed for $65.10 and shipped to you. On January, **, 2015, your second monthly shipment processed for $65.10 and shipped to you. On January **, 2015 you successfully canceled your Replenishment Service on [redacted]. At no point did we receive any prior requests from you to customize or cancel your account, otherwise I assure you that we would have responded promptly. We have issued you two refunds for the full amounts you were charged in December and January. Again [redacted], we apologize for any confusion or inconvenience and we truly appreciate your feedback. Please do not hesitate to contact us if is anything else we can do to help! Best, [redacted]

I participated in a trial offer that gave a free sample of a protein powder but you had to pay for shipping. 3 Day prior to receiving the package I noticed on my bank account that the company had charged me for an auto shipment. This upset me as I had not even gotten the product let alone tried it. I called the company immediately and due to the that order already being sent they would not cancel due to an email that they had sent stating it was their business practice to of any order you make with them is then auto replenished. I canceled the order immediately. Upon receiving the actual auto replenishment order the packaging on some of the individual powders were not completely sealed and I had to throw them out 3 out of 12 packets. I had cancelled my order and thought I was done with this company and was willing ot cut my losses. Unfortunately they will never remove you from their emailing. I thought this was a legit company because it was endorsed via Oprah and Weight Watchers. Many of the members at Weight Watchers have shared their complaint of the misleading of the promotion. I have definitely been more cautious of my dealings with all companies due to this experience.

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 and the matter has been resolved.
Sincerely,
[redacted]

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 and the matter has been resolved.
Sincerely,
[redacted] [redacted]

[redacted], We are incredibly sorry to hear that you were unhappy with any part of your experience with ALOHA and our Free Trial program. Our customers’ health and happiness is our top...

priority. We understand your frustration and sincerely apologize for the delay in responding to your initial request. We are happy to accommodate you. To summarize, our records show: On 12/**/2014, you placed an order for the trial of the Daily Good Greens. On 12/**/14, we sent you a reminder email with the subject “Your ALOHA Monthly Service” to the email address associated with your ALOHA account, [redacted]. Our system shows that the email was successfully delivered. On 12/**/14, the first monthly order processed and shipped, totaling $67.50 for the 30-pack of the Daily Good Greens. On 12/**/14, you canceled the Replenishment Service online. On 12/**/14, you sent an email to us stating that you had not authorized the charge that had been processed. On 1/*/15, you sent another email to us stating you would report our company to the Revdex.com, as you were unable to get in contact with a Customer Experience Associate. You stated you would like to be refunded for the unauthorized purchase made on your credit card by our company. On 1/*/15, I responded to your email. I outlined the terms of our Free Trial program and explained that if customers do not wish to be enrolled in the monthly subscription, they have the opportunity to opt-out within 14-days of the Free Trial period. I confirmed that you were cancelled from the replenishment service going forward. I explained our return policy but made an exception and issued you a return shipping label so you can send the product back to our warehouse. As I mentioned, upon confirmation that the product has been returned to us, we will issue you a full refund. We have received your returned product and have refunded you $67.50 back to the original form of payment. If there is anything else we can do please let us know, [redacted]. Sincerely,[redacted]

Revdex.com:I have accepted the 15.00 refund offered by the merchant.  I will withdraw this complaint.Thank you for your time
Sincerely,
[redacted]

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 and the matter has been resolved.  Thank you for contacting them so quickly.  A full refund has...

been received.
Sincerely, [redacted]

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 and the matter has been resolved.
Sincerely,
[redacted]

Hi [redacted],Our mission at ALOHA is to provide health and happiness to all and we sincerely apologize if you were unsatisfied with any part of your experience. We understand your frustration and we want you to know that customers, like you, are our number one priority. We are happy to accommodate your request.To summarize, our records show:On 3/[redacted]5, you placed an order for our free trial of the ALOHA Superfood Chocolate.On 3/**/15, we sent you a reminder email with the subject “Your ALOHA Replenishment Service Reminder” to the email address associated with your ALOHA account, [redacted]. Our system shows that the email was successfully delivered at 12:16PM and opened that same day at 4:22PM.On 3/**/15 at 10:42AM, your first monthly order processed and shipped, totaling $44.00 for a 6-pack of the Superfood Chocolate.On 3/**/15 at 12:02PM, you called and spoke to a Customer Care Advocate and requested to cancel your Replenishment Service, which the representative took care of for you.On 3/**/15 at 3:43PM I sent you an email apologizing for the wait as I had been in meetings and asked you to give me a good time to speak over the phone.On 3/**/15 at 4:21PM, you responded to my email and explained you did not want to be on the monthly plan.On 3/**/15 at 12:42PM I responded to you and reiterated that the free trials are associated with a monthly service, which we make many efforts to be as transparent as possible about because we never want to send someone something they do not want. I shared with you that we include the terms in many places on the website, in the reminder email, and even on [redacted]l where customers have to agree to preapprove future payments before they can check out. I also mentioned that customers can customize their shipment schedule or cancel anytime by just giving us a quick call. Lastly, I explained that I had issued you a partial refund in the amount of $17.60 for any confusion.We have refunded you the remaining $**.40 back to the original form of payment as requested. Again, we apologize for any miscommunication or inconvenience and we truly appreciate your feedback. Please do not hesitate to contact us if is anything else we can do to help! Best,[redacted]

[redacted] We are incredibly sorry to hear that you were unhappy with any part of your experience with ALOHA and our Free Trial program. Our customers’ health and happiness is our top priority....

We are happy to assist you. To summarize, our records show: On 7/*/2015, you placed an order for the trial of the Aloha Protein. At that time you checked off that you agreed to our free trial terms & conditions. On 7/**/2015, we sent you a reminder email with the subject “Your ALOHA Replenishment Service Reminder” to the email address associated with your ALOHA account, [redacted]. Our system shows that the email was successfully delivered on 7/**/2015 at 8:01pm EST. On 7/**/2015, the first monthly order processed and shipped, totaling $29.90 for the Vanilla & Chocolate Protein - 12 packs. On 7/**/2015, you called us to request that your subscription be canceled and to return the package that had processed on your account two days prior. We assisted you in clarifying our return policy and canceling your subscription, but informed you that we could not cancel the order that had previously processed on 7/**/2015. On 8/**/2015, you reached out to us via our [redacted] wall as you received your shipment confirmation email after you had requested to cancel that order and was informed we could not cancel it. To clarify, the status of your shipment was past the point where we could cancel it on our end. Once the package was entered into the [redacted] system, they will not process cancellation requests. The shipping confirmation emails are not automatically sent until the tracking link is generated. It can take up to 24 hours after the package has shipped for the tracking link to be generated and sent out via email. Please know that we really appreciate your feedback and we hear what you are saying. As a young company, we are constantly working to improve. We care about our customers' experience and we're sorry about any frustration this has caused you. All the best, Gillian

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

[Your Answer Here]
 I'm well aware of how shipping works for I handle quite a bit for the corporation I work for.  When I received the tracking number and tracked it, it had not left their facility.  For them to say it was "too late" to cancel the order is unacceptable.  This seems like poor business practice in my eyes for I know other companies who would go above and beyond to make sure they have happy customers.  As I see it, they have received many complaints on their [redacted] page about this practice so whether they choose to resolve this issue with me or not, their business practice and poor word of mouth they are receiving from multiple people may just have to be enough for me.  
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

[redacted], We sincerely apologize for any frustration or confusion regarding our ALOHA Replenishment service. At ALOHA, our customers are our number one priority and we never want someone walking away without complete satisfaction. We are constantly striving towards transparency regarding...

our subscription plan and your feedback is extremely valuable as we continue to grow. The entire ALOHA team works passionately so that we can fulfill our sole mission which is to improve the health and happiness of our customers!Here is a summary of our email correspondence:01/[redacted]2015:You reached out to us to let us know that you did not authorize a recurring charge and asked for a refund.01/**/2015:An ALOHA Customer Experience Associate reached out to you, explained the terms and return policy, offered a $15 credit towards a future ALOHA purchase, canceled your subscription moving forward and offered any additional help if there were any further questions or concerns.01/**/2015:You responded to our email, thanked us for the response and stated that you did not authorize the subscription. You let us know that you had filed a dispute with your credit card company, and let us know that you are not willing to absorb a charge that you didn’t authorize. 01/1*/2015:An ALOHA Customer Experience Associate sent a response email thanking you for your feedback, apologizing if the terms were unclear and issued you a return shipping label and that you will receive a full refund upon receipt of your package. 01/**/2015:An ALOHA Customer Experience Associate wrote a follow-up email to let you know that after tracking your package it had appeared that due to a shipping error, your package had been returned to sender and that we had issued you a full refund that day with a receipt for your records. We also re-confirmed that your subscription had been canceled and that we were in the process of responding to this Revdex.com complaint.Please let us know if there is anything else we can do to redeem your experience with us. As a customer, you are our top priority and we are always here to help. All the best,[redacted]

April, we are terribly sorry that you had a less than perfect experience with us and for the confusion within our Free Trial order checkout flow. We are happy to address and accommodate your requests. Your...

satisfaction with our company and products is our top priority. As an early stage start-up, we are growing quickly and constantly striving to improve, and we truly value customer feedback like yours. Our core mission is to provide health & happiness to everyone, and we are sorry we came short with your experience.
To summarize, our records show:
On 10/**/2014 you reached out to us to let us know that you were not aware of the monthly subscription service associated with our Free Trial program and asked how to get a refund.
On 10/**/2014 one of our customer experience associates responded, explaining the terms of our Free Trial program.
You responded on 10/**/2014 requesting a refund.
We emailed you on Tuesday 10/**/2014 and explained that due to the nature of our product—being that it is a supplement—we ask that our customers not return any shipments for health safety purposes and for quality control purposes. In the terms of our Free Trial program, all of our customers that do not wish to be enrolled in the monthly subscription have the opportunity to opt-out within 14-days of the Free Trial period. 
On that same day, 10/**/2014, you had mentioned that the terms of our Free Trial program were not clearly visible. We then immediately responded by email and by phone (we left a voice mail) apologizing for any miscommunication, and offered you a pre-paid return-shipping label along with a full refund. 
Since we had not heard back from you on 10/**/2014, we went ahead and emailed you the pre-paid return-shipping label so that you would have the option to return this package and receive your refund.
As previously communicated, we are happy to issue you a full refund to your original form of payment upon receipt of this returned order # [redacted].
April, we sincerely apologize for any confusion, inconvenience, or frustration caused. We appreciate your suggestion to implement a more pro-active mechanism to establish customer consent to our Free Trial program as we aim to be as transparent as possible with our products and services. We want you to know that we are listening and we have heard everything you had to say!
If there is anything else we can do to make you happy—our mission is to make the world a happier and healthier place—or if you have any further questions or concerns about your order, please do not hesitate to contact us.
Sincerely,
[redacted]

I understood this was a subscription based model upon ordering the free trial. I called after trying the protein powders and not liking them, and thought I cancelled my account. During my cancellation call, the woman on the phone said she placed a $10 credit on my account in case I want to order anything in the future. 6 months later I received a tracking confirmation that they were sending me 12 protein powders for $20 (and utilized the $10 credit). I called again to ask why they would ship me something I did not authorize. The woman on the phone was able to listen to my call from 6 months ago and said because I took the credit and didn't refuse, they gave me 6 months to try something else before starting the subscription program for the protein powders. If I hadn't called, they would charge me $30 every month. So I was very stern and said "I want to be clear I don't want any of your products anymore." She said she reimbursed me for the $20 and cancelled my subscription but I don't have much faith in this company.

I have also called my credit card to block any future purchases from Aloha.

Hi [redacted],
sans-serif;">Thanks for reaching out. I left you a voicemail earlier but wanted to email you as well in case it was a more convenient means of communication for you. First off, your account is canceled so you do not have to worry about any automatic shipments. You will still receive your trial. We apologize if you did not find the terms clear at the time that you ordered your trial. Just to clarify, our free trials are associated with a replenishment service. Customers are given 14-days from the date of purchase to pause, cancel, or customize and continue with their service. If customers do not opt to pause or cancel, they are automatically enrolled into our Replenishment Service plan dependent on what trial they claimed. We make many concerted efforts to be as transparent as possible about the terms in order to offer our customers as much flexibility and control as possible, as well as the best possible customer experience, in addition to the unrivaled products we create. We include the terms directly below the button you would have had to click to put a trial in your cart (please see attachment), we have a pop-up reminder after check out, and we send an email reminder 11 days after you place your order entitled "Your ALOHA Replenishment Service Reminder", letting you know that you still have a few days to customize or cancel. You will not be receiving this email because you have already had your account canceled but I include it here so you can get an idea of how easy we make this. The Replenishment Service is also completely customizable and customers can make any adjustments or tailor their plan with us themselves on their subscription page or with the help of one of our Customer Experience Associates anytime via email, phone, or live chat. Customers can tailor how often or infrequently they want to receive shipments and they can also select their bill/ship dates. Our website is incredibly intuitive and user friendly and we actually put the Replenishment Service into effect at the request of our customers. Benefits of the Replenishment Service include free shipping and savings of AT LEAST 10% on every order. I would be happy to discuss any of this in more detail with you. Please feel free to reach out at anytime. I myself, and our team, is always happy to help. 
 
Warmly, [redacted]
Attachment(s)[redacted]

...

Hi [redacted], I can confirm that your subscription associated with the email address [redacted] has been canceled moving forward. We have refunded you for the $35.10 charge. To clarify, the free trial that you ordered rolls into an automatic and completely customizable Replenishment Service. Customers are given 7-days from the date their trial is delivered to either pause, cancel, or customize and continue with their service. We include this information in multiple places on the website, in our FAQ's and during the check out process in our terms and conditions which you have to click that you acknowledge in order to place the free trial order. The terms are also on the order confirmation page and in the order confirmation email that we send you after you order the trial. We also send an email reminder the day the trial is delivered letting you know that your 7-day trial period is about to begin and detailing how it works moving forward. As you can see on our website, once an order ships it is final sale. Because our products are ingestible we have extremely high quality control standards which is why we do not re-use or re-sell anything once it leaves our warehouse so please keep the product and enjoy it or share it with family or friends. This is also why we give customers as much flexibility and control as we can, offering free trial options so customers can try before committing and giving customers full range to personalize their subscription or cancel out of it anytime either by updating preferences on their subscription page or by contacting our Care Team. Let us know if there's anything else we can do to help! All the best, The ALOHA Customer Care team

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:Very interesting reply [redacted]…. “You say customers like me are your number one priority and you want to accommodate my request.” IF that were true, then WHY when I FIRST called did your rep not refund me right away? Then WHY did it take over 80 minutes of my time to finally get to this place where you acknowledge I deserve a refund? Then WHY did I get passed around to two supervisors and a manager in order to get my refund? Then WHY am I accused of opening an earlier email when I called as soon as I first saw a [redacted]l charge? WHY would I wait if I had opened an earlier email when I had no plans to continue due the bitter taste of my sample? WHY when I asked to please not mail any package, it was sent anyhow? WHY am I left with this option of corresponding through the Revdex.com when all l wanted was to get things corrected back the first day? WHY did it take from March ** until April** to get this full refund?  WHY do you not mention any of these inconveniences and wrong doings in your message? If this is an apology note, then WHY do I still feel you missed the whole point of customer service, to make someone feel better (not worse) about their experience? I don’t know what else to say, but maybe after more of these Revdex.com complaints you might start realizing all people want is a simple and helpful experience, one that is respectful to customers.I hope this feedback is helpful as you move forward. Regards,A Disappointed Customer 

 
 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

[redacted]
We are so sorry for any...

inconvenience and we appreciate your patience. We have
issued you a refund for the amount of $29.90. This refund has been issued via
[redacted].
Let us know if there's anything else we can do to help.
All the best,
The ALOHA team