Bioleans

On 3/4 my Mastercard debit card was charged $84.92 and $74.92 for two products. The product did not leave Retro Lean warehouses until 3/4 despite being told by a CS agent on 4/2 that it left the warehouse on 3/1. I informed her that tracking showed differently and that I was informed I had 40 days to return the product. That agent corrected me and said I had 30 days.I let her know I did not receive the product until 3/8 and that also was verifiable by tracking number. I was well within the 30 days when I called to return the product. When I called it was at day 28. I told her I wanted an RMA number for the March shipment. She then stated there was "not time for me to return the May product before the deadline." I indicated I would leave right then and overnight the product so it would be back the next day - at my expense. I again asked for the RMA number. She refused to give me one saying it was "much faster to just wait for the April shipment (which had already charged but not yet left their warehouse) to be delivered to me and then return both shipments at once. I was specifically told to call back when the April shipment arrived for an RMA number. I asked to speak to a supervisor because I wanted the April order retrieved before it ever left the warehouse and a credit issued immediately. I was told no supervisors were available. I therefore decided to follow up the call with an email documenting everything. I immediately contacted RetroLean via email as well with all of these details. (Emails available for documentation.) I received a response via email on April 5 with an RMA number in it. However, the email specifically stated that is was ONLY for the 4/1 shipment and did not mention the March shipment at all. This was clearly intentional avoidance/delay/deception.In my email dated 4/2, I asked SPECIFICALLY for an RMA number for the MAY shipment. In their email response, from JINKEE, it specifically said to contact them with the tracking number once I sent it back and that I would be credited. I again called Retro Lean because the email specifically did not address the March shipment at all. I shipped the product back and emailed JINKEE back with the tracking number, as directed in the email response, on 4/23. In that email I specifically stated that I expected refunds for four products - the two from March and the two from April. NONE were even opened from the USPS packaging they were originally mailed out in. Total amount due to me was $319.68.On 4/26 I called Retro Lean and informed a CS agent of all of these details. I asked for the refund to be done to my original card of purchase since they could see the tracking number had been returned to them. The agent refused. I asked to speak to a supervisor. I was transferred to Troy agent *** Troy took all the details and said he would issue a refund for the April shipment immediately but that the March shipment had to go to another department to "research". I asked the tapes be pulled of my conversation on 4/2 to verify what I had been told. Troy also said that the products did not appear to have shipped until several days after I was charged for them which further impacted the time I had to return them. He told me I could expect a call or an email from this other department within 48 business hours.On 4/25 I received an email telling me to call Retro Lean. It was, once again, from Jinkee. I was out of town and waited until I returned to call. I called 5/6 at 2:05 PM. I spoke with agent (I did not get her name) number *** I explained the situation. When she said I was already credited for the refund, I explained this was only for one of the two shipments I was owed and asked her to read the notes. I asked to speak with Floor Supervisor Troy ID number *** and was told she had no way to transfer a call to him. I then asked for the on-duty floor supervisor. After a lengthy hold, during which I could hear her talking with someone and very clearly said, "Can I transfer her to you? She is asking for a supervisor.", agent 173 came back on the line and told me she "could not transfer me to a supervisor. You will need to call back." I asked why I could not speak with a supervisor and was told there were none. (The same lie I was told during my 4/2 call. I know it is a lie because Floor Supervisor Troy told me there are ALWAYS floor supervisors on the call center floor.) I said, "Really? I am pretty sure I just over-heard you talking to one when you put me on hold. By the way, I am recording this call." I asked if I could wait for one to become available and was told no. I asked for a direct line to the supervisor department but was told I had to call the general number I just called. I asked what time a supervisor would be available. Agent 173 disconnected the call. It is very clear to me Retro Lean knows their products do not work and that people will want refunds. So they make it as difficult as possible to obtain one hoping customers will just give up. In order to maintain their revenue stream they train their CS agents to outright lie, delay, and then just hang up. At this point, I will submit this form and call Retro Lean one more time to try and speak with a supervisor. I am pretty sure none will speak with me. For the record, I was not yelling or cursing or being anything but calm with the agent. In fact, I used to BE a supervisor for a major retailer that ran a call center. I also have a signed statement from the USPS employee that accepted my return saying she watched me put four bottles of product in the Priority Mail envelope and send it back to Retro Lean. I have the original USPS receipt, copies of all emails and a record of all phone calls.
Product_Or_Service: Retro Lean Forskolin