Besins Healthcare Inc.

Review: On 2/3/13 I placed an order via www.purematters.com, for Multi-Vitamin Essentials - Women's Formula. I received a confirmation on Sun 2/3/2013 8:47 AM that my order had been received and orders are usually shipped within 24 hours and I would receive another email with a FedEx tracking number. on 2/12/13 I received an email stating that the product was backordered and would be shipped on Mon. 2/18/13. On Sat. 2/23, I called the Pure Matters Customer Service line at approximately 11 AM EST. The recording stated that the call center was currently closed then proceeded to list the hours of operation which included Saturday hours and I was calling within the timeframe of those hours yet I was informed they were closed. On approximately Wed., 2/27, I called the Customer Service Line again and I spoke with a woman who immediately upon answering the phone stated that they were experiencing a high volume of calls and would take a message for me and I would receive a returm call. I shared with her the nature of my call and requested that I receive a return call as soon as possible. She informed me that she sits in the same room as the CSR who would be returning my call and she would physically walk my message over to this employee and I should expect a return call that same day. She seemed surprised when I told her about the recording stating that the call center was closed on a Saturday. I did not receive a return call. On approximately 3/9/13, over 1 month after I had placed my order, I called the Customer Service Line again during business hours but received the same recording that the office was closed. I chose to leave a message indicating that I wanted to receive a call that Monday, 3/11, with an explanation of the status of my order and what is the cause for this lack of customer service and fulfillment.

Also, during this time I have made repeated attempts to log in to the account that I had created on the purematters website in which I used to place my order but I have been unsuccessful. I am not told that my login is incorrect, I just keep getting circulated back to the same login page without actually being logged in. I have emailed the Customer Service team regarding this issue but have not seen a resolution to the problem.Desired Settlement: I would like to receive the item that I ordered, Item # [redacted] Multi-Vitamin Essentials - Women's Formula, quantity: 2, both will be at no charge to me. This is for the initial order I placed and an additional one for my time and frustration waiting for this order to be received. I would like to see a policy of guarantee on the products that they will be deliverd in a timely manner. The customer service center needs to be clear with their hours of operation and the turnaround time that a customer receives a response.

Business

Response:

Dear [redacted], I wanted to address the complaint by [redacted] regarding the Multi-Vitamin Essentials order. When [redacted] placed the order for a 180 count multi-vitamin on 2/3/2013, the item was no longer available and so there was a delay in the system in fulfilling that order. Pure Matters has gone out of business shortly after, and so the order was further delayed due to the winding down of the business. As part of our ongoing process to fulfill previous orders and wind down the business, we have shipped out 3 bottles of 90 count multi-vitamin on 4/9/2013 to [redacted]. Please let me know if you have any questions. Thank you,[redacted] JDSr. Associate Corporate CounselASCEND Therapeutics US, LLCa Besins Healthcare Company607 Herndon Parkway, Suite 110Herndon, VA 20170 USAPhone: ([redacted]