Bodybuilding.com

Complaint: ***I am rejecting this response because:
I have not received the entirety of my orderBecause one item was on backorder at the time of the re-order (8/11), it has not yet shippedIt was in stock when the original order was placedI am now days without this product, and have no idea when I will receive the rest of my order
Because of this, and because of the sheer refusal of customer service to even attempt to look into things, when it was clear something was wrong, a simple refund of shipping is no longer acceptable
Sincerely,*** *

Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meSincerely, *** ***

Hello ***,
Thank you for choosing Bodybuilding.com and I’m sorry to hear the product you ordered did not meet your expectationsWe will always do everything we can to ensure you are taken care of. As per your request, a return label was sent on the 18th of MayAfter researching
with my returns team, I have verified the product was returned to our warehouse with no shipping cost to youI’m happy to report the refund you have requested in the amount of $58.72, is being processed as we speakPlease allow a maximum of 2-business days for this to reflect in your account
In the future, do keep in mind we offer an extremely generous return policy intended to guarantee the satisfaction of our customersWith over 10,unique products there may come a time when a product does not work for youIn that case, feel free to return the product to the warehouse from where it shippedAs outlined in our return policy, found here - http://www.bodybuilding.com/store/help/returnnotopen.htm opened items can be returned up to months after purchaseWhile shipping costs are not generally covered under this policy we took it upon ourselves to go above and beyond for you, our customer
I hope you find this resolution satisfactory and if there is anything else I can assist you with in the future please do not hesitate to reach out to me directly

Dear *** *** ,We received your complaint via Revdex.com. We pride ourselves on exceptional customer service and quick response to customer needsIt is absolutely not in our DNA to leave a customer hanging or not deliver productsWe will ensure that if this service failure did happen to be
remedied immediately as part of our standard practice of delighting our customersOur team will trace the order and customer info and follow up to ensure the most satisfactory outcomeWe greatly appreciate the information and will act swiftly to resolveKind Regards,Jas K***CEO

Complaint: ***I am rejecting this response because:
despite finally receiving the ordered item, it was weeks lateBut that's not even the worst partAs specified before, "customer service" blatantly refused to address the issue until after it was too lateAnd they flat-out lied about it, making up things such as saying that FedEx does not update delivery status on weekends
Because of this failure in customer service, and the explicit lies, I cannot accept this response
Sincerely,*** *

Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meSincerely, *** ***

Hello ***,
Thank you for choosing Bodybuilding.com and I apologize for your most recent shopping experienceI noticed on 8/5, your order *** was placed and throughout the delivery the shipping agreement was not metOn 8/8, a contact was initiated to our Customer Service team and the
shipping cost was reimbursed to your account as in-store credit, in the amount of $
In an effort to resolve the delivery issue, a new order number *** was created free of charge in acknowledgment of this issue with one-day shipping to expedite the deliveryThe new order was shipped on 8/and confirmed delivery on 8/

Hello,
Thank you for choosing Bodybuilding.com and I apologize for the issue regarding the promotion communicationFor a short time, we did have incorrect verbiage instructing how to redeem this particular promotion on the product bannerThis issue has been corrected on the site and currently
working as intended
I have looked into your account and noticed you have been in contact with our Customer Service department to resolve your issueOn 7/24, one of our representatives applied $for the missing promotion itemIf you would not like the product value as in-store credit, we could also reship the additional item to you as a second option
Again, we apologize for the inconvenience this has caused and hope you find this resolution satisfactory.
Porter M***
Bodybuilding.com

Hello,Thank you for choosing Bodybuilding.com and I apologize for the frustration with your orderIt is our goal to pack and ship your order right away so once an order is submitted we have a very small window allowing for an order to be edited or cancelledAt this time, your order has been
delivered and I would be more than happy to provide a prepaid return label for the orderOnce your order has been returned to us we can process a refund for the total purchase priceIf you would like a different item, we would also accommodate a refund, in-store credit or exchange upon the return.Again, I apologize for the frustration with this order and hope you find one of the options above satisfactory

*** *** Thank you for choosing Bodybuilding.com and I apologize you received the wrong size productI have reached out to our warehouse to understand which serving size comes in a container versus a bag and it seems we did make an error while packing your orderI would like to ensure we
get this taken care of immediately and you receive the correct product originally purchased.To resolve your situation, I would like to reship the correct order out to you immediatelyIf you could provide a shipping address for your shipment we will have your order out to you right awayAs for the original product we will not require that to be returned. Again, we apologize for the inconvenience with your most recent order and hope you find this resolution satisfactoryWe look forward to your reply

Hello [redacted], I apologize for the delivery issues you experienced with your most recent order and this is not the type of service Bodybuilding.com is known to provide or want for our customers. I have looked into your order and notice you have had some correspondence with our Customer Service...

department since your complaint was submitted. I would like to recap the resolution we have provided to you and if there is anything outstanding I would be more than happy to provide a solution or transparency around the resolution we can provide. On 4/3, your package was found with your neighbor and a refund for shipping was processed in the amount of $23.45. In addition, a prepaid return label was sent to you in order to have (5) items returned upon request. On 4/9, the (5) items were processed for a refund in the amount of $210.83. At this point you have been refunded for $234.28 of the original purchase amount $307.44. There is a difference remaining of $73.16 which I was not able to determine if you decided to keep a few of the items on this order or these are also being returned. Again, I would like to apologize for the issue on your first order with us. I would like to do everything possible to make sure you are taken care of and we reach a satisfactory resolution.[redacted]Bodybuilding.com

Thank you for choosing Bodybuilding.com and I apologize you were not able to view your tracking right away. I definitely understand how easy it is to get excited and concerned when you have an order coming in the mail. According to your tracking information, it looks like your package was held...

at the facility for consignee pick-up and the package was received.  Upon receiving your items, a shaker bottle was missing and our customer service team has applied $10.00 GBP to your account. This amount was applied to your account as a courtesy for the slight shipping delay along with covering the cost of the missing shaker bottle. Again, I apologize for the lack of tracking updates from the label origination and hope you have found this resolution satisfactory.

Hello,
Thank you for the reply and I have reviewed your previous chat transcripts with our Customer Service team. Given the situation and amount of time since your order was placed, I would like to offer a refund for the total order price of $31.65 or the same amount of in-store credit applied to your Bodybuilding.com account. Again, I would like to apologize for this shopping experience and hope you find this resolution satisfactory.
Porter M[redacted]
Bodybuilding.com

Revdex.com:
I have reviewed the response made by the business in reference to [redacted], and find that this resolution is satisfactory to me. I agree to return the order and I want the return label to send it back to bodybuilding. I have used only one item out of four that I got in the order.  
Regards,
[redacted]

Hello [redacted],
 
Thank you for reaching out to us here at Bodybuilding.com. I cannot apologize enough for any confusion regarding your order. I see that an attempt was made to get your order to you a second time and sadly, it failed as well. To make sure that you were taken care of as quickly...

as possible, our representative Alex reached out to the shipping company to investigate. While doing so, he was also able to get your entire purchase price of $139.99 refunded on June 9th. Our records indicate that we reached out to you via phone to confirm this so it is my hope that this information as well as your refund is something you have already received.  [redacted], these refunds can take a maximum of 2-5 business days which can seem like a long time but I assure we will do everything possible to expedite this for you.
 
Again, I sincerely apologize for the issues that you experienced with your order. We look forward to the opportunity to earn your business in the future and I hope you have a great day.

Hello,
Thank you for choosing Bodybuilding.com and I apologize to hear about the issue you are experiencing with your customs. I have referenced your order value in our system and notice the total did result in $241.17, which is stated on the invoice.
If you happen to have a copy of the invoice...

you received specifying a different amount, I would be more than willing to escalate this to our internal Compliance team for review. Again, I apologize for the inconvenience with this shipment and will work to provide a resolution as soon as possible. 
 
Porter M[redacted]
Bodybuilding.com

[redacted] Thank you for choosing Bodybuilding.com and I apologize you did not receive your order.  This is not the customer experience we do our best to provide and I would like to resolve this for you. On order [redacted], it was shipped on 8/11 and delivered on 8/13. I do show...

you contacted our customer service department indicating your order shows delivered yet it was not received. From that point, we did file a claim for the package and immediately reshipped a second shipment [redacted] on 8/27 and we show it was delivered on 8/31. Was the second shipment delivered on 8/31 also not received? Again, thank you for your patience as we look into this situation and find a resolution.[redacted]

Thank you for choosing Bodybuilding.com and I apologize for the inconvenience with your most recent purchase [redacted]. We're sorry for the extreme delays you've experienced and certainly understand how frustrating it must be to wait for your delivery. International orders sent to...

your location can usually expect delays due to customs inspection. I'm happy to review your order and provide you with some additional information. I researched your order and confirmed it was processed at the [redacted] on December 3, 2015. Using the Super Saver shipping method, any package under two kilograms (4.4 lbs) is not provided with step-by-step tracking information once it leaves the United States, so I am unable to determine the exact location of your order at this time. After a package leaves the United States, it takes 8-20 business days to be delivered to your country's customs officials for clearance inspection. We do our best to speed up the customs process by providing them with all the required paperwork for import, but are unable to determine an exact time frame for how long your package will take to clear. Unfortunately, on occasion we've seen packages take as long as 55 business days to clear customs due to high volume at processing, or if a package has been designated for further inspection. When a package is not delivered within an extended period of time, it's possible it was rejected by your country's customs agency and is being returned to our warehouse, or in rare situations, a package may be destroyed by customs. This can happen when a government has rules or regulations that do not allow certain products to enter the country. If your package was rejected and returned, we can offer you a refund or issue you an in-store credit for the price of the products (which does not include shipping or return shipping fees.) I'm very sorry, but we must to wait for the package to be returned and processed by our warehouse, which can take several months, so we appreciate your patience. However, given the tracking provided by the courier at this point in transit we will provide a refund for your shipping total of $27.86. Please allow 2-5 business days for this to appear back to your account. Once the package has been returned and processed, we'll send you a notification email. Regrettably, if the package is not returned or was destroyed by customs, we are unable to refund you for your product amount. For more information about Bodybuilding.com's International Product Restriction policies, please review ourhttp://www.bodybuilding.com/store/help/restricteditem.html page. I appreciate the opportunity to assist you today and hope I've addressed your concerns. If you have any additional questions, please reply directly to this email, or if you prefer, you can call our International Customer Service number at +1-208-377-9994; we have agents available to answer your questions 24 hours a day, 7 days a week. Thank you for choosing Bodybuilding.com, and good luck with all your health and fitness goals.

Revdex.com:
I have reviewed the response made by the business in reference t[redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.I explained the situation. I never got a package and I want my money back. [redacted]
[redacted]
[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.
Kindly process a store credit for the said amount and confirm. Sincerely, [redacted]