Aloha Inc

Hi
[redacted],
Thank you for...

reaching out to us with this matter. At ALOHA, our customers are
our number one priority, so we apologize for any confusion with your
subscription. 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:
06/**/2015:
You reached out to us to let us know that you did not realize you were enrolled
in a subscription and that you wanted to cancel your subscription.
06/**/2015:
I wrote back to let you know that moving forward I had canceled your
subscription
06/**/2015:
You wrote to ask if you would be getting refunded for the replenishment order
that shipped.
06/**/2015:
I wrote back to explain that once an order ships it is final sale. Our products
are ingestible and we have extremely high quality control standards which is
why we do not re-use or re-sell anything once it leaves our warehouse. I
recommended that you keep the product and enjoy it or share it with someone you
think may be interested in trying it. I applied a $30 ALOHA credit towards a
future purchase as well.
06/**/2015:
You let me know that you are going to file a complaint.
06/**/2015:
I wrote back and apologized if the terms were not clear at the time that you
ordered your trial and that 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.
6/**/2015:
We received your complaint from the Revdex.com.
7/*/2015:
I responded to your complaint and issued a full refund for the package and
asked you to enjoy it on us :)
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]

Dear [redacted], Thank you for your feedback. This is helpful as we continue to grow. We're sorry for the experience and the frustration it may have caused. [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

[redacted], We regret to hear that you did not have a positive customer experience with ALOHA and we apologize for any trouble you encountered. Everyone from our product team to our...

tech team works passionately and tirelessly so that we can fulfill our sole mission - which is to improve the health and wellness of our customers by providing them with the highest quality products at their convenience! If your experienced anything less than this, we sincerely apologize. To summarize your experience, our records show: On 2/**/2016 at 11:41 AM, you emailed us at [redacted] requesting to cancel your active subscription of the Superfood Chocolate Bars. On 2/**/2016 at 10:27 AM, we responded to your email letting you know that for security and feedback purposes, we only handle Replenishment Service cancellations over the phone (###-###-#### Mon - Thur, 10am to 9PM Fri, 10AM to 8pm EST). On 2/**/2016 at 10:34 AM, you responded to our email noting that you were unable to call to cancel your Replenishment Service. On 2/**/201t6 at 3:31 PM, we responded to you letting you know that we had made an exception for you and canceled your active subscription via email. Please know that we really appreciate your feedback and we understand your frustration. 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.

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]

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]
I received an email from Aloha today stating that they credited the full purchase price of the shipment.  I appreciate the help the Revdex.com offered in getting this issue resolved.  My original thought was that I was being scammed, but their resolution to the problem has now convinced me otherwise. I would like to say that Aloha has proven to be a good, reputable company.  I would like to add that there is absolutely nothing wrong with their products, I was just blind sided by the automatic shipment of a replenishment that I didn’t request. As I told Aloha in my email to them this afternoon, I honestly do not recall receiving an email reminding me of the automatic shipment.  Had I seen this email, I would have stopped the shipment before it occurred.  Thank you again for your assistance with this issue, and please feel free to publish this response.[redacted]

[redacted], We regret to hear that you did not have a positive customer experience with ALOHA and we apologize for any trouble you encountered. Everyone from our product team to our tech team works passionately and tirelessly so that we can fulfill our sole mission - which is to improve the...

health and wellness of our customers by providing them with the highest quality products at their convenience! If your experienced anything less than this, we sincerely apologize. To summarize your experience, our records show: On 2/**/2016 at 11:41 AM, you emailed us at [redacted] requesting to cancel your active subscription of the Superfood Chocolate Bars. On 2/**/2016 at 10:27 AM, we responded to your email letting you know that for security and feedback purposes, we only handle Replenishment Service cancellations over the phone (###-###-#### Mon - Thur, 10am to 9PM Fri, 10AM to 8pm EST). On 2/**/2016 at 10:34 AM, you responded to our email noting that you were unable to call to cancel your Replenishment Service. On 2/**/201t6 at 3:31 PM, we responded to you letting you know that we had made an exception for you and canceled your active subscription via email. Please know that we really appreciate your feedback and we understand your frustration. 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.

Hi [redacted],We are so sorry for any disappointment or confusion surrounding your free trial order and the subsequent order sent on December **. We are more than happy to accommodate your request and we genuinely apologize for any inconvenience. To summarize, our records...

indicate:You ordered a free trial of the Daily Good Greens on 11/**. We emailed you with the subject line “Your [redacted] Monthly Service” on 12/* to remind you that the free trial period was about to end and that your monthly service would begin shortly. On 12/** at 12:34 pm your Order # [redacted] shipped.You contacted us later that day, around 3 pm, requesting that we cancel this order. Unfortunately, by that time we were unable to cancel the order. We understand that your order status was showing as “ready” on your account, which may have caused some confusion and for that we apologize. I can assure you that we are always happy to cancel or change an order before it processes. Our customer care team is here to help you! Our number one priority is to and make your [redacted] experience as seamless and enjoyable as possible. We have issued you a full refund for this order. We would love for you to hold on to that shipment. We hope that you’ll enjoy it and perhaps share it with family or friends. As mentioned in previous emails and phone calls, once an order has left our warehouse it is considered final sale. Due to the nature of our product—being that it is a supplement—we ask that our customers not return any shipments. This is so that we can continue to maintain the high quality standards of all of our products. Again [redacted], we genuinely apologize for any miscommunication or inconvenience and we truly appreciate your feedback. Please do not hesitate to contact us if there is anything else we can do to help! All the best,[redacted]

Hi
[redacted],
Thank you for reaching out...

to us with this matter. At ALOHA, our customers are
our number one priority, so we apologize for any confusion with your
subscription. 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:
06/**/2015:
You reached out to us to let us know that you did not realize you were enrolled
in a subscription and that you wanted to cancel your subscription.
06/**/2015:
I wrote back to let you know that moving forward I had canceled your
subscription
06/**/2015:
You wrote to ask if you would be getting refunded for the replenishment order
that shipped.
06/**/2015:
I wrote back to explain that once an order ships it is final sale. Our products
are ingestible and we have extremely high quality control standards which is
why we do not re-use or re-sell anything once it leaves our warehouse. I
recommended that you keep the product and enjoy it or share it with someone you
think may be interested in trying it. I applied a $30 ALOHA credit towards a
future purchase as well.
06/**/2015:
You let me know that you are going to file a complaint.
06/**/2015:
I wrote back and apologized if the terms were not clear at the time that you
ordered your trial and that 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.
6/**/2015:
We received your complaint from the Revdex.com.
7/*/2015:
I responded to your complaint and issued a full refund for the package and
asked you to enjoy it on us :)
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]

Review: I signed up for a free sample to try a product on march [redacted] 2015 and had to sign up for a subscription service. On that same day after receiving a confirmation email I logged into the subscription service and realized the next shipment day was the [redacted] of march I wanted more time to try the product so I changed the next shipment date for 180 days so I would have time to cancel if I didnt like it. On april [redacted] 2015 I canceled because I didnt like the product. On april [redacted] I noticed a charge for 8.10 at my bank for the product I called amd they said I only changed the frequency not the ship date but I know I changed both and they refuse to take back the product and refund my moneyDesired Settlement: My 8.10 back

Business

Response:

We sincerely apologize for any frustration or confusion regarding your ALOHA 14-day Trial or your Replenishment Service. At ALOHA, our customers are our number one priority. Your feedback is extremely valuable as we continue to grow. To summarize, our records show: On 3/**/2015, you placed an order for the trial of the Superfood Chocolate Bar. On 3/**/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 3/**/2015 at 9:32AM. On 3/**/2015, the first monthly order processed and shipped, totaling $8.10 for one Superfood Chocolate Bar. On 4/*/2015, you called us and spoke with Customer Care Representative, [redacted]. He cancelled your subscription service for you. On 4/*/2015, you reached out to us via phone to let us know you had received one Superfood Chocolate Bar. You explained that you had changed your shipping frequency to every 180 days and should not have received the order yet. I explained to you that you changed your frequency (180 days) and the quantity of bars you would be receiving (to 1 bar from 6 bars) but did not change the next billing/shipping date which is why the order processed and shipped out to you on 3/**/15. I explained to you that since you did not change the next bill/ship date for your first replenishment order, you were shipped the Superfood Chocolate Bar on March [redacted]. You also spoke with my [redacted], who confirmed with you that you had updated your frequency and quantity but not the first shipping/billing date. She offered you a credit towards a future order. On 4/**/2015, we refunded you the $8.10 charge back to the original form of payment. 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]

I really enjoy using Aloha products! Their protein powders are vegan, organic, and very drinkable! Their daily Good Greens blend are loaded with several superfoods such :

Spirulina 550mg – Packed with vitamins and may act as an energy booster.

Spinach 800mg – May boost mood.

Moringa 600mg – A complete protein that is packed with antioxidants.

Green Pea 1,400mg – May help plump skin using a variety of antioxidant nutrients.

Wheatgrass Juice 900mg – May help oxygenate blood and aid in digestion.

Wild Blueberries 550mg – Provides antioxidants and may help boost memory and mood.

Raspberries 300mg – Provides antioxidants and may help in metabolizing fat Raspberry Ketones article to help assess the legitimacy of this claim).

Coconut Water 2,465mg – Hydrates and provides important minerals.

Lemon 30mg – Improves flavor.

King Trumpet Mushrooms 400mg – Provides Vitamin D and may help support immune system function.

Enoki Mushrooms 300mg – Provides Vitamin B3 and may help balance your immune system.

Oyster Mushrooms 475mg – May protect cells and boost your immune system.

Yellow Hawaiian Ginger 20mg – May improve nutrient absorption and digestion.

Hawaiian Red Alaea Salt 60mg – Adds flavor and minerals.

Review: On 1-**-15 I clicked on an advertisement for a free sample of 2 packages of a protein powder supplement. I was asked to give a credit card to cover the shipping, which I thought was reasonable and I did so. Not until after I had placed the order with my credit card information did a dialogue box pop up explaining I had now been enrolled in recurring monthly shipments of the supplement at over $50/month. The dialogue box stated I could "easily cancel" at any time! But I had not even signed up for it! I tried to call to cancel the entire thing, even the free samples because this practice is disgusting but they have odd hours so I sent an e-mail. Regardless of how they resolve this it is a terrible practice and I did not consent to the monthly orders. What is the purpose of sampling something if you're required to sign up for recurring shipments?Desired Settlement: I would like a refund on the shipping I paid for and a cancellation of the free samples. Additionally I would like to be removed from the automatic subscription. I would also like the company to stop this practice as it is deceptive and causes much unneeded stress and frustration on the part of consumers. Not a very intelligent way to get lasting customers...

Business

Response:

Hi [redacted], 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]

Consumer

Response:

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,

Consumer

Response:

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 actually asked in the original e-mail for you to cancel the sample and not charge my credit card. I really feel like I haven't been listened to through this whole ordeal. In addition to requesting my credit card not be charged at all for anything via e-mail I also requested the same through the Revdex.com. I wish you would spend less time telling me about how "clear" you have made the bait and switch advertising and more time on resolving my requests. I also hope you will sincerely consider the ramifications of alienating potential lifetime customers with sneaky tactics like this. If your products are good then using such trickery is unneeded. [redacted]

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

Sincerely,

Business

Response:

Hi [redacted],We are so sorry for any disappointment or confusion surrounding your order of our free trial, placed on January **, 2015. To summarize, our records indicate:You ordered a free trial of the Daily Good Greens on 1/**/15. You emailed us requesting to cancel after having realized that the free trial was tied to a monthly service, albeit, completely customizable. You also requested a refund for the $2.79 that you paid for the trial.I responded to you a few hours later confirming the cancelation of your account and explained how the Replenishment Service works, as well as how easy it is to customize or cancel. I reiterated that the account was canceled moving forward.We have issued you a full refund in the amount of $2.79 as requested.Again [redacted], 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]

Review: I had signed up for a trial of the company product. After receiving the product and determining I did not like it, I tried to cancel my subscription. On Friday December **, I went online and saw that there was an order in the queue for January shipment that had not yet been processed. I attempted to cancel online but could not see how to do so. I initiated the on-line help chat feature and after their initial response they stopped responding when I said I wanted to cancel my order. I then sent the company an email stating I wanted to stop the subscription and the pending shipment. to which I received an email response that [redacted] #1 would cancel the subscription, but that my order was sent that day and I would be receiving that. Her email email response is time stamped12/**/14 @ 3:41 pm.

I next called the company and spoke to [redacted] #1 that I didn't want the shipment and to please cancel it. She told me that was impossible because it had already shipped, which according to the information on the website was incorrect as it stated the order was pending for January shipment. I went back online and I was shocked to see now that the order that was in the queue had been "shipped and charged" to my account. I called the company again and spoke to the same person who now informed me that my subscription was cancelled but the order was charged to my account that day and shipped and could not be reversed. I believe that she processed the order upon my request to cancel. I was next told that they could not reverse the order nor the shipping.

I filled a complaint with my credit card company. They suggested that I receive the package and then return for a refund.

On 12/** I received an email saying that my credit card had just been charged. AFTER I cancelled the subscription and not before as [redacted] stated. Also the tracking information shows they shipped it on the [redacted] as well, AFTER my cancellation.

The package was received on the [redacted]. I live in a gated community and it delivered to the concierge who signed for it. When I had it in my possession as of the [redacted] I sent an email stating I needed to know how to return the package for a refund. Their automated email response was call. I did and was told that they don't accept returns nor give refunds.

Now I have a package of a product that I don't want, cancelled prior to shipment and billing.

This is a fraudulent charge on my credit card and a horribly fraudulent way to do business.Desired Settlement: I want my money back. I am happy to facilitate a return of their product but will NOT pay to make that happen.

Business

Response:

Hi [redacted],We are so sorry for any disappointment or confusion surrounding your free trial order and the subsequent order sent on December **. We are more than happy to accommodate your request and we genuinely apologize for any inconvenience. To summarize, our records indicate:You ordered a free trial of the Daily Good Greens on 11/**. We emailed you with the subject line “Your [redacted] Monthly Service” on 12/* to remind you that the free trial period was about to end and that your monthly service would begin shortly. On 12/** at 12:34 pm your Order # [redacted] shipped.You contacted us later that day, around 3 pm, requesting that we cancel this order. Unfortunately, by that time we were unable to cancel the order. We understand that your order status was showing as “ready” on your account, which may have caused some confusion and for that we apologize. I can assure you that we are always happy to cancel or change an order before it processes. Our customer care team is here to help you! Our number one priority is to and make your [redacted] experience as seamless and enjoyable as possible. We have issued you a full refund for this order. We would love for you to hold on to that shipment. We hope that you’ll enjoy it and perhaps share it with family or friends. As mentioned in previous emails and phone calls, once an order has left our warehouse it is considered final sale. Due to the nature of our product—being that it is a supplement—we ask that our customers not return any shipments. This is so that we can continue to maintain the high quality standards of all of our products. Again [redacted], we genuinely apologize for any miscommunication or inconvenience and we truly appreciate your feedback. Please do not hesitate to contact us if there is anything else we can do to help! All the best,[redacted]

Consumer

Response:

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,

In clear conjunction with their already F grade on Revdex.com, I'd like to warn any and all who think they might be interested in Aloha products. They ARE running a scam on consumers, but just making it barely legal. Their Facebook advertising suggests you try a sample of one of their products, and you merely only pay shipping cost of $2.99. I did this, and 7 days later found a charge on my credit card for $30.00 and an apparent auto-enrollment into their subscription service. All of this because I got fooled I guess you could say now, in the hopes of discovering a new product. They REFUSE to refund my money on good faith that they are lying, cheating and abusing a potential customer base. This business should be taken down for their lack of business knowledge and positive ways to retain customer aside from their current practice of stealing peoples money

Review: THEY ARE FRAUD….They offer a sample if you pay for shipping of 4 dollars. The fine print apparently places you in an auto ship. Then you cannot cancel!! The phone number is no good and no one emails me back! The phone number is just about 10 long advertisements then it gives an additional phone number that is no good. The only way they offer to cancel subscription is to call but you cannot reach anyone. I am trying to cancel subscription and website will not allow it. They have my bank information and I need resolution!!! I want my information removed from their service. Please help! Also refund for the first order shipped. I did not request it or want it. I shipped back.Desired Settlement: Refund of initial 35.90 charge and a human being to tell me my subscription has been cancelled and no further shipments or charges will be made.

Review: I ordered this companies "free" product and had to provide my credit card to pay for shipping. What I did not realize is that it put me in their subscription program. I did not have adequate time to even try the product before I noticed a charge on my credit card for a box of this product. I called immediately that day (Friday, July [redacted]) and was told they do not refund or allow returns. They do not allow returns because it's a perishable item and cannot resell it. After tasting the product and comparing it with a current product I use, I can honestly say I currently use a far superior product than this and that company will allow returns even though they cannot resell due to the same reason. They did tell me if I remained a customer, they would give me a $15 credit. This obviously did not work for me since I was calling to cancel a subscription I did not realized I had signed up for, so a credit would do me no good. Today, Tuesday, July [redacted] I get an email from this company stating that my product was shipping. I looked at the tracking number provided and it tells me the label was CREATED on Monday, July [redacted] but had NOT left the facility yet. So now I'm trying to understand why the order could not be canceled on Friday, when I initially called to make the request. It had not even left their facility, so there was nothing to "return" on my end since they still had it in their possession. I assumed when the charge hit my card that it was shipping that same day.Desired Settlement: I would like to be refunded fully for the product that I had initially asked to return, even though it had not left their facility. Total amount of $29.95.

Business

Response:

[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

Consumer

Response:

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,

Review: On November [redacted], 2014, I came across advertising of the company's products and an offer of a free trail. I was asked for a credit card information to cover the cost of shipping. After I received the product I have not heard from the company again. I've traveled outside of the country shortly after and upon my return I have discovered a box from ALOHA and a charge on 11/**/14 for $82.50 from ALOHA for automatically shipping the product. Without hesitation, I've reached out to the company via website "Live Chat" to rectify the situation and arrange for return of the product which is still in the original unopened package. [redacted] (customer service representative) pleasantly greeted me and then to my surprise stated that all sales are final claiming very strict health safety standards and that they do not re-use or resell their products. I've commanded [redacted] for their commitment to high safety standards, however I've questioned company's commitment to their customers and company's good faith to resolve issues such as mine when the product was shipped under questionable terms. I've also questioned company's transparency since I couldn't easily find on company's website or on the receipt from my trail that ALL SALES ARE FINAL, only after I've questioned it, I was pointed to FAQ on the website where I was able to locate the message in small letter hidden within several clicks away... [redacted], robotically kept apologizing for inconvenience refusing to understand my concerns and insisting that the company is very transparent. Unethical handling and deceptive company's tactics further questions company's products and their claims of the health effects of the products

The following is the transcript of the conversation:

Chat started on ** Dec 2014, [redacted] (GMT+0)

([redacted] Visitor [redacted] joined the chat [redacted]

([redacted]) Visitor [redacted]: Good Morning

([redacted] joined the chat [redacted]

([redacted]: Hi there

([redacted]: How can I help you today?

([redacted]) Visitor [redacted]: An order was shipped on 11/**/14, although I thought product was good, I'm not planning on using it at this time and wanted to find out how I can return it?

([redacted]) Visitor [redacted]: I didnt get a chnace to cancel it before shipping as I was traveling out of the country

([redacted]: Unfortunately once a product leaves the warehouse it is final sale

([redacted]: Because these are ingestible supplements, we have very strict health safety standards

([redacted]) Visitor [redacted]: Hmm, the product was never opened and still packed in the original box, there are many products that are ordered and returned online daily, there has to be a way

([redacted]: I understand what you're saying, but we have very strict quality control standards for our customers health safety. We do not re-use or re-sell anything once it has left our warehouse.

([redacted]) Visitor [redacted], with all due respect to your standards, I think not being able to return the product for any reason is not a good practice when it comes to customer service and I do not see any notices on the website in PLAIN SIGHT that state ALL SALES ARE FINAL. I'm very surprised by this conversation... and I think it is in company's best interest to be transparent...

([redacted]: If you go to our FAQ's, our return policy is there

([redacted]: We try to make it as transparent as possible. The terms of service are in numerous places across our website and in the order confirmation email which you received after placing the order for the trial. Also, we send you a reminder email 11 days after you order titled "Your Monthly Service Reminder" letting you know you still have a few days to customize your plan or opt out of it

([redacted]) Visitor [redacted]: I've reached out to you within a reasonable time and the product is on the original packaging, it is absolutely admirable that company has such high standards, however those standards do not compensate or replace other standards known as consumer choice to be able to return the product...It sounds like deception

([redacted]: I'm sorry you feel that way

([redacted]: If you'd like to discuss this further, you can email [redacted] left the chat [redacted]

([redacted] joined the chat [redacted]

([redacted]) Visitor [redacted]: I'm sorry this has happened, I will bring it up with my credit card... I would suggest you bring it up to a founder, I actually thought it was a good and anticipated product on the market, unfortunately I will advocate very heavily against anyone using your services and products as I believe in full transparency. Good luck!

([redacted]: I appreciate your feedback and I will share it with my team

([redacted]: We do aim to be as transparent as we can

([redacted]: And I apologize for any frustration this has caused

([redacted] Visitor [redacted] left the chat [redacted]Desired Settlement: 1. Although, my credit card company was already notified and is involved in handling the issue, I would like the company to initiate the refund of $82.50 charged on 11/**/14

2. I would like the company's to address good faith and TRULY TRANSPARENT policy on handling customer issues and reevaluate their deceptive trail and subscription process. Similar complaint will be filed with [redacted] after I noticed another complaint on Revdex.com from 11/*/14 involving similar issue and in company's response it was noted first that company does not accept any returns due to high health standards (similar response to what I've got) and in the next paragraph company supposedly offered to provide the customer with the pre-paid return shipping label because they strive to be the best... Company's inconsistency and unethical handling of customer issues undoubtedly sheds a negative light on the product and questions their strictly followed health standards as well.

Business

Response:

[redacted], We are incredibly sorry to hear that you were unhappy with any part of your experience with ALOHA and our Free Trial program. We care about the health and happiness of our customers and are happy to accommodate your requests. To summarize, our records show: On 11/*/2014, you placed an order for the trial of the Daily Good Greens and the Protein Powder. On 11/**/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 11/**/14, the first monthly order processed and shipped, totaling $82.50. $35 for the Protein Powder, $67.50 for the Daily Good Greens, less $20 because you had referral credit On 11/**, you canceled the subscription service online. On 12/**/14, you reached out to us via live chat to inquire how to go about sending a product back and receiving a refund. I explained that because our products are ingestible supplements, we have high quality control standards so we do not reuse or resell anything once it leave the warehouse. 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 directed you to the return policy as stated on our website. I suggested you email [redacted] to discuss the issue further. On that same day, 12/**/14, we received an email from you formally requesting to cancel the subscription services, to remove your information from any further email or mailing lists and payment methods. I responded to the email later that day, 12/**/14, confirming that you were already cancelled from the Replenishment Service and that you would not receive any further e-mails, charges or shipments from ALOHA. We have refunded $82.50 back to your original form of payment. Please feel free to keep and enjoy our products but if you would prefer, we are happy to provide you with a return-shipping label. Please let us know if there is anything else we can do. Sincerely,[redacted]

Consumer

Response:

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.

The following response was submitted to ALOHA's email advising me of thier decision:"[redacted]:Thank you for your email and for issuing the refund. As I stated in my initial conversation, my decision to cancel subscription was not due to bad experience with the product, but I truly felt that your current trail and subscription process is one sided and designed to trick the client into continue subscription without truly offering a client an opportunity to opt out. One reminder email, which could easily end up in the Spam folder, get snaffled together with other emails or simply deleted in error , is simply not enough to truly say you have a transparent process. It is important to stand by your product and your company's values, however it is just as equally important to stand by your customers. Clients who are not ready for your product at this time and may choose not to renew today, may change their mind and re-order the product few months down the road, however bad experience in resolving issues that are clearly associated with company's one sided process, without a doubt casts a negative impression on the product and rules out a possibility of a client ever coming back. I hope this will not only be a lesson for me, to pay more attention to fine print, but a consideration for your company to at least reevaluate company's response to these types of inquiries since your company is not likely to do away with the lucrative business model of the subscription business.It was never my intention to take advantage of the company, therefore I'll be more than happy to return it as it is still unopened in the original package.Respectfully,[redacted]" Sincerely,

Review: I ordered a sample of a product from Aloha that was advertised within an email that I received from another website. They asked that I supply a credit card number to cover a minimal shipping charge, which I did. I received the sample a couple of weeks ago. Today I received an email from Aloha stating that my auto shipment was processed and my card had been charged. I did not sign up for an auto shipment program nor did I authorize them to charge anything additional to my card. I called Aloha and asked them to cancel the order. stop future shipments, and credit my account the $67.50 they charged. They agreed to suspend future shipments, but said they could not cancel the current order because it had already shipped. I explained that I didn't want the product and planned to refuse it when it arrived. They said that I couldn't do that because their product is considered to be a food item and couldn't be returned. Aloha did not send an advanced notification that they were shipping the product. I only got the email notifying me that my account was charged and the product was on its way. They did went on to tell me that I authorized the auto shipments when I ordered the "free" sample. I argued that this wasn't true. They told me that I checked a box stating that I agreed to the terms of the "free" sample. Somewhere buried in the fine print must have been a statement about agreeing to future shipments. I was unaware of the auto plan and did not want any part of it. After 30 plus minutes on the phone with them, they said they would credit my account 40% of the purchase price. I told them that I did not want the product and planned to contact my bank about the unauthorized charge. I believe that Aloha is running some sort of scam to ship their expensive products to people without their consent.Desired Settlement: I would simply like to return the product that I did not order and get a full refund of my money. I would also like to see Aloha placed on some sort of list to warn others that ask for the free sample that they will likely be shipped additional products without their consent.

Business

Response:

[redacted],At ALOHA, our customers are our number one priority, so we sincerely apologize for the negative experience you had with your ALOHA Replenishment Service. As a young company, customer feedback is extremely important to us - especially as we continue to grow. Thank you for making us aware of your concerns. We are happy to remedy the situation moving forward.Here is a summary of our correspondence:On 3/**/2015, you ordered a trial of the Daily Good Greens.On 3/**/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 opened on 3/**/2015.On 3/**/2015 at 10:26am, the first monthly order processed and shipped, totaling $67.50 for the Daily Good Greens Blend Box 30-pack.On 3/**/2015 at 6:47pm, you emailed us and asked us to reverse the charges and refund you. This was the first correspondence of any type that we received from you.On 3/**/2015 at 6:57, you reached out to us via phone and spoke with ALOHA Customer Service Associate, [redacted]. Per your request, [redacted] canceled your subscription moving forward and let you know that your order had already shipped and that once a product ships it is final sale as we do not re-use or re-sell any of our products for health safety purposes. You explained to [redacted] that you had only intended to purchase a free trial. [redacted] then explained our ALOHA Replenishment terms and you said that you didn’t feel they were clear. [redacted] issued you a partial refund in the amount of $27.00 and asked you to please keep and enjoy the product. You said she appreciated your time and explained that you would have preferred to send it back and you each said goodbye.On 4/**/2015, we refunded you the remaining $40.50 and sent you an email at 4:04PM explaining that we had done so. Please let us know if there is anything else we can do to make your experience with us a better one! Stay Happy and Healthy,[redacted]

Review: This company advertised a free trial of their product, which I signed up for. However, buried in the fine print of their communications they signed me up for a monthly subscription to their product. When I called to request a refund for the product that they sent me, without my permission, they refused to issue a full refund.Desired Settlement: I would like to return the product that I received for a full refund.

Business

Response:

Hi [redacted], We apologize if you did not find the terms clear at the time that you ordered your trial. 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. Just to clarify, our free trials roll 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. 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 include the terms in multiple places on the website, in our FAQ's, and in our terms and conditions which you have to click that you acknowledge in order to even check out. 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 trial period is about to begin and detailing how it works moving forward. 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 someone you think may be interested in trying it. 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 via email or phone. The account is canceled moving forward; although, you can always place a one-time order or re-enroll and completely customize a Replenishment Service with us. I've also refunded you for this Order #[redacted]. Please do not hesitate to reach out with any further questions or concerns. We're here to help! All the best, The ALOHA team

Review: On December **, 2014, I ordered a free 30-day sample smoothie kit from Aloha.com, paying only for shipping, which was $4.79. This is contingent upon signing up for a monthly delivery of their product. If you choose to cancel within the 30 days free trial, you would not be billed the $40 monthly fee.

On January *, 2015 I received an email from Aloha.com indicating that my monthly shipment would be sent in 2 business days, which did not even allow for an entire 30-day trial. On this same date, I sent an email to their customer service link at [redacted] as instructed, requesting that this be canceled and no product shipped. On January *, 2015 I received an email from Aloha.com indicating that the monthly payment of $40 had been charged and the product was due to ship with an estimated 4-10 day delivery window. I immediately tried calling them but left a voice mail message after being on hold for 11 minutes and 14 seconds. Following this, I sent a second email with my original email attached about canceling my order, now reversing the charge, and not shipping me the product. I did not receive a response until January **, 2015. Although the error was on their part, they said they would credit me half ($20) because the product had already shipped. On January **, 2015 I responded indicating that a full refund from them was expected as I'd followed all the requirements and the error was their fault. On January **, 2014 I received a response that they would issue a full refund if I returned the product, and a shipping label would be provided. I agreed and was sent this on January **, 2015. On January **, 2015 I shipped the package back via [redacted] and still have not received a refund. After not hearing back, I sent 2 status emails to [redacted] on January ** and ** 2015. On January **, 2015, I received a reply that my refund could take another 2 weeks. None of this information is provided on their website and seems to be added ad-hoc as this situation continues. My emails have been answered by [redacted] at: [redacted]Desired Settlement: Full refund of the $40 monthly fee I was charged for a product that I canceled, and returned after it was shipped

Consumer

Response:

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,