Aloha

Hi [redacted] , I can confirm that your subscription associated with the email address [redacted] has been canceled moving forwardWe have refunded you for the $chargeTo clarify, the free trial that you ordered rolls into an automatic and completely customizable Replenishment ServiceCustomers are given 7-days from the date their trial is delivered to either pause, cancel, or customize and continue with their serviceWe 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 orderThe terms are also on the order confirmation page and in the order confirmation email that we send you after you order the trialWe 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 forwardAs you can see on our website, once an order ships it is final saleBecause 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 friendsThis 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 TeamLet us know if there's anything else we can do to help! All the best, The ALOHA Customer Care team

[redacted] We are incredibly sorry to hear that you were unhappy with any part of your experience with ALOHA and our Free Trial programOur customers’ health and happiness is our top priorityWe are happy to assist youTo summarize, our records show: On 72015, 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 at 8:01pm ESTOn 72015, the first monthly order processed and shipped, totaling $for the Vanilla & Chocolate Protein - packsOn 72015, you called us to request that your subscription be canceled and to return the package that had processed on your account two days priorWe 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 On 82015, 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 itTo clarify, the status of your shipment was past the point where we could cancel it on our endOnce the package was entered into the [redacted] system, they will not process cancellation requestsThe shipping confirmation emails are not automatically sent until the tracking link is generatedIt can take up to hours after the package has shipped for the tracking link to be generated and sent out via emailPlease know that we really appreciate your feedback and we hear what you are sayingAs a young company, we are constantly working to improveWe care about our customers' experience and we're sorry about any frustration this has caused youAll 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]

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 otherwiseI 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 requestAs 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] ***

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]

[redacted] We are incredibly sorry to hear that you were unhappy with any part of your experience with ALOHA and our Free Trial programOur customers’ health and happiness is our top priority We are happy to assist youTo summarize, our records show: On 72015, 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 at 8:01pm ESTOn 72015, the first monthly order processed and shipped, totaling $for the Vanilla & Chocolate Protein - packsOn 72015, you called us to request that your subscription be canceled and to return the package that had processed on your account two days priorWe 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 On 82015, 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 itTo clarify, the status of your shipment was past the point where we could cancel it on our endOnce the package was entered into the [redacted] system, they will not process cancellation requestsThe shipping confirmation emails are not automatically sent until the tracking link is generatedIt can take up to hours after the package has shipped for the tracking link to be generated and sent out via emailPlease know that we really appreciate your feedback and we hear what you are sayingAs a young company, we are constantly working to improveWe care about our customers' experience and we're sorry about any frustration this has caused youAll the best, Gillian

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: 062015: 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. 062015: I wrote back to let you know that moving forward I had canceled your subscription 062015: You wrote to ask if you would be getting refunded for the replenishment order that shipped. 062015: 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. 062015: You let me know that you are going to file a complaint. 062015: 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. 62015: We received your complaint from the BBB. 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, ***

Hi ***,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 experienceWe understand your frustration and we want you to know that customers, like you, are our number one priorityWe are happy to accommodate your request.To summarize, our records show:On 315, 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 at 10:42AM, your first monthly order processed and shipped, totaling $for a 6-pack of the Superfood Chocolate.On 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 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 at 4:21PM, you responded to my email and explained you did not want to be on the monthly plan.On 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 wantI shared with you that we include the terms in many places on the website, in the reminder email, and even on ***l where customers have to agree to preapprove future payments before they can check outI also mentioned that customers can customize their shipment schedule or cancel anytime by just giving us a quick callLastly, I explained that I had issued you a partial refund in the amount of $for any confusion.We have refunded you the remaining $**back to the original form of payment as requestedAgain, we apologize for any miscommunication or inconvenience and we truly appreciate your feedbackPlease do not hesitate to contact us if is anything else we can do to help! Best,***

Hi ***,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 inconvenienceTo 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/ [redacted] to remind you that the free trial period was about to end and that your monthly service would begin shortlyOn 12/ [redacted] at 12:pm your Order # [redacted] shipped.You contacted us later that day, around pm, requesting that we cancel this orderUnfortunately, by that time we were unable to cancel the orderWe understand that your order status was showing as “ready” on your account, which may have caused some confusion and for that we apologizeI can assure you that we are always happy to cancel or change an order before it processesOur customer care team is here to help you! Our number one priority is to and make your [redacted] experience as seamless and enjoyable as possibleWe have issued you a full refund for this orderWe would love for you to hold on to that shipmentWe hope that you’ll enjoy it and perhaps share it with family or friendsAs mentioned in previous emails and phone calls, once an order has left our warehouse it is considered final saleDue to the nature of our product—being that it is a supplement—we ask that our customers not return any shipmentsThis is so that we can continue to maintain the high quality standards of all of our productsAgain ***, we genuinely apologize for any miscommunication or inconvenience and we truly appreciate your feedbackPlease do not hesitate to contact us if there is anything else we can do to help! All the best,*** [redacted]

Dear ***, Thank you for your feedbackThis is helpful as we continue to growWe're sorry for the experience and the frustration it may have caused***

Hi [redacted] , Thank you for reaching out to us with this matterAt ALOHA, our customers are our number one priority, so we apologize for any confusion with your subscriptionWe 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: 062015: 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 062015: I wrote back to let you know that moving forward I had canceled your subscription 062015: You wrote to ask if you would be getting refunded for the replenishment order that shipped 062015: I wrote back to explain that once an order ships it is final saleOur 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 warehouseI recommended that you keep the product and enjoy it or share it with someone you think may be interested in trying itI applied a $ALOHA credit towards a future purchase as well 062015: You let me know that you are going to file a complaint 062015: 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 62015: 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 usAs a customer, you are our top priority and we are always here to help All the best, ***

[redacted] , We regret to hear that you did not have a positive customer experience with ALOHA and we apologize for any trouble you encounteredEveryone 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 apologizeTo summarize your experience, our records show: On at 11:AM, you emailed us at [redacted] requesting to cancel your active subscription of the Superfood Chocolate BarsOn at 10: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 at 10:AM, you responded to our email noting that you were unable to call to cancel your Replenishment ServiceOn 2201tat 3:PM, we responded to you letting you know that we had made an exception for you and canceled your active subscription via emailPlease know that we really appreciate your feedback and we understand your frustrationAs a young company, we are constantly working to improveWe care about our customers' experience and we're sorry about any frustration this has caused you

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] , sans-serif;">Thanks for reaching outI left you a voicemail earlier but wanted to email you as well in case it was a more convenient means of communication for youFirst off, your account is canceled so you do not have to worry about any automatic shipmentsYou will still receive your trialWe apologize if you did not find the terms clear at the time that you ordered your trialJust to clarify, our free trials are associated with a replenishment serviceCustomers are given 14-days from the date of purchase to pause, cancel, or customize and continue with their serviceIf customers do not opt to pause or cancel, they are automatically enrolled into our Replenishment Service plan dependent on what trial they claimedWe 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 createWe 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 preminder after check out, and we send an email reminder 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 cancelYou 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 thisThe 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 chatCustomers can tailor how often or infrequently they want to receive shipments and they can also select their bill/ship datesOur website is incredibly intuitive and user friendly and we actually put the Replenishment Service into effect at the request of our customersBenefits of the Replenishment Service include free shipping and savings of AT LEAST 10% on every orderI would be happy to discuss any of this in more detail with youPlease feel free to reach out at anytimeI myself, and our team, is always happy to help Warmly, [redacted] Attachment(s) [redacted]

This company used the offer of paying for a free sample products shipping to get my credit card informationUpon receipt they used that information to sign me up for a subscription serviceI looked online and there is no way to manage your account information through their site, and two emails to their "customer service" (which is supposed to be answered within hours) to cancel all subscriptions were unanswered and remained unansweredI was charged dollars for a shipment I never wantedWhen I called the company finally they said that they only do cancellations over the phone during business hoursThe customer service representative was rude at best on the phone and hung up before I was done with my questionsVery dissatisfiedI wish to have management of my own online account information and credit cards, and I do not appreciate the tactics of being lured into a subscription

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

***, We sincerely apologize for any frustration or confusion regarding our ALOHA Replenishment serviceAt ALOHA, our customers are our number one priority and we never want someone walking away without complete satisfactionWe are constantly striving towards transparency regarding our subscription plan and your feedback is extremely valuable as we continue to growThe 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:012015:An ALOHA Customer Experience Associate reached out to you, explained the terms and return policy, offered a $credit towards a future ALOHA purchase, canceled your subscription moving forward and offered any additional help if there were any further questions or concerns.012015:You responded to our email, thanked us for the response and stated that you did not authorize the subscriptionYou 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 authorize01/1*/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 package012015:An ALOHA Customer Experience Associate wrote a follemail 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 recordsWe 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 usAs a customer, you are our top priority and we are always here to helpAll the best,***

[redacted] We are so sorry for any inconvenience and we appreciate your patienceWe have issued you a refund for the amount of $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