Revdex.com of Utah Re: Case# [redacted] June 23, To Whom It May Concern: We received this Revdex.com complaint in regards to Case# [redacted] On Thursday, April 23, an order was placed for this customer via our website at www.cb1weightgainer.com for our product at $plus $shipping and handling for a total of $ The billing address and shipping address provided are the same customer name, street address, city, state and zip code An email address and phone number were also provided On our order form it states very clearly “1-Month Supply of CB-Weight Gainer Maximum StrengthPlus FREE Weight Gain GuidebookPlus enrollment in CB-Success Program (Receive a fresh supply of CB-each month until you reach your weight gain goal, cancel anytime.)”We also clearly state in our commercials, website and through any customer phone experience our 30-day money back guarantee and our liberal Return Policy We were able to process and ship the customer’s order to the specified shipping address the next day, leaving our facility on the afternoon of Friday, April 24, Tracking information shows packaged delivered to customer on Monday, April 27th, In every shipment of CB-Weight Gainer we include a detailed packing slip with clear itemization of what is included in this box and when the next shipment of CB-Weight Gainer will be shipped out We specifically do this to notify the customer, yet again, that they are enrolled in our Success Program We offer all of our customers the option to take CB- Weight Gainer for 30-days and if they aren’t completely satisfied, simply call our customer service line hours a day, days a week, days a year to cancel the Success Program, send back the bottle, even if the bottle was empty and receive a full product refund Because we make it so clear that customers are A) enrolled in a Success Program, to ensure they continue having product until they reach their goal weight, and B) can call anytime to cancel their Success Program and C) have a 30-day open-bottle money back guarantee it is expected that the customer was fully satisfied with their order because we billed and shipped as we promised (as explained above) a fresh supply of our product on Saturday, May 23, On Friday, May 29, 2015, the customer called into our customer service department and requested cancellation At the customer’s request we immediately cancelled any further shipments, re-explained the Success Program and finally gave return instructions for the most recent shipment We also explained to her that in order to issue her a product price refund we would need to get the product back In our return instructions we advise all customers to go to their local post office or their preferred shipping facility and pay for postage This customer “refused” her shipment through USPS on June 5, Refusing a shipment usually takes longer to return to our facility due to USPS procedures, and sometimes the product can get misplaced in transit On Friday, June 5th the customer called us again asking for a status on the refund Customer asked when the refund would be issued and it was again explained to that ‘once the product is received at our facility we will immediately issue a refund’ On Friday, June 12th customer called in again asking for a status on the refund Supragenix has yet to receive the product and therefore it is against company policy to issue a refund Customer was escalated and requested a call back from a supervisor On Saturday, June 13th a supervisor called the customer about this situation, as requested There was no answer so we left a voice mail explaining we have not received the package and will issue the refund the day we receive the product back in our returns department On Monday, June 15, the customer called in twice and talked to two of our representatives Customer was extremely escalated We tried to explain that because the package was ‘refused’ it is taking much longer to get back to our facility We can’t issue a refund without the product in hand Customer was unsatisfied with this answer and filed a complaint with the Revdex.com As of today, Tuesday, June 23, 2015, Supragenix has issued a full refund to the customer’s card We pride ourselves on providing premium products with top notch customer service and back everything we do with a 30-day money back guarantee because we are so confident in our products and our employees We hope that the customer, receiving their refund and a sincere apology for the misunderstanding on company, postal and banking policies will find this case closed and understand CB-Weight Gainer appreciates their business Most Sincerely Stacy *P [redacted] Operations Manager ***@supragenix.com Phone: [redacted] www.cb1weightgainer.com
April 5, To Whom It May Concern: We received this Revdex.com complaint in regards to Case# [redacted] On Wednesday, February 24th we received an online order from this customer for the product price of $plus $ shipping and handling.? The billing address and shipping address provided are the same.? An email address and phone number were also provided.? On our website, during the ordering process, we clearly state that each new order comes with free enrollment in the CB-Success Program where they will receive a fresh supply of CB-each month until their goal weight is reached and they can cancel at anytime.? We also clearly state in our commercials, website and through the customer phone experience our 30-day money back guarantee and our liberal Return Policy.? ? ? With this our customers have the option to take CB-Weight Gainer for 30-days and if not completely satisfied, could call our customer service line hours a day, days a week, days a year to cancel, send back the first bottle, even if it was empty and receive a full product refund.? Customer’s first shipment left our facility on Wednesday, February 24th through the USPS First Class mail systemWhen items ship from our facility an email is automatically sent to the customer with tracking information including tracking number, shipment date and account information.? On Wednesday, March 9th the customer called our customer service line due to the fact she had yet to receive her package.? Tracking information showed it delivered so customer called USPS.? Upon a second call, later that day, with the customer stating that the post office delivered a notice to her address to pick up at the post office, but since she hadn’t the USPS returned the package to our facility (we have yet to receive it).? We immediately sent the customer another package, leaving our facility on Thursday, March 10th and showing delivered on March 12th In each shipment is included a packing slip.? In this packing slip we remind our customers who are enrolled in our Success Program of their next shipment date.? We did not hear back from this customer prior to the Success Program next shipment date and with our website, trained customer service representatives, reminder emails and packing slip reminders of the Success Program we shipped the next order of her ordered product on March 25, via USPS arriving at the customer’s address on March 28, Customer called in Saturday, March 26th at 10:58am MDT.? Customer service representative explained the Success Program and also the generous return policy so the customer could receive her wanted refund.? Customer was not satisfied with this answer, disconnected the call and called again asking for a supervisor.? We have a robust customer call back process and a message was left for the next available supervisor to call MsJones back within hour business hours (which does not include Sunday) Customer called again on Saturday March 26th at 11:45am MDT asking to speak to a supervisor.? Customer re-explained wanting her money back and a second representative gave her return instructions on how to get a refund.? Customer called yet again on Saturday, March 26th at 11:52am MDT asking to speak to a supervisor.? Customer re-explained wanting her money back and a third representative gave her return instructions on how to get a refund Customer has original shipment of ordered product and the second shipment for a total of $113.94.? In the interest of providing exceptional customer service we have issued a full refund to the customer, even without receiving the product from the second shipment of $56.97.? We have also issued a full refund for the original ordered shipment.? ? We pride ourselves on providing premium products with top notch customer service and back everything we do with a 30-day money back guarantee because we are so confident in our products and our employees.? We hope that the customer, receiving their refund will find this case closed and understand CB-Weight Gainer appreciates their business.? Most Sincerely CB-Weight Gainer by Supragenix
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 Sincerely, Josee [redacted]
Revdex.com of Utah Re: Case# [redacted] June 23, To Whom It May Concern: We received this Revdex.com complaint in regards to Case# [redacted] On Thursday, April 23, an order was placed for this customer via our website at www.cb1weightgainer.com for our product at $plus $shipping and handling for a total of $ The billing address and shipping address provided are the same customer name, street address, city, state and zip code An email address and phone number were also provided On our order form it states very clearly “1-Month Supply of CB-Weight Gainer Maximum StrengthPlus FREE Weight Gain GuidebookPlus enrollment in CB-Success Program (Receive a fresh supply of CB-each month until you reach your weight gain goal, cancel anytime.)”We also clearly state in our commercials, website and through any customer phone experience our 30-day money back guarantee and our liberal Return Policy We were able to process and ship the customer’s order to the specified shipping address the next day, leaving our facility on the afternoon of Friday, April 24, Tracking information shows packaged delivered to customer on Monday, April 27th, In every shipment of CB-Weight Gainer we include a detailed packing slip with clear itemization of what is included in this box and when the next shipment of CB-Weight Gainer will be shipped out We specifically do this to notify the customer, yet again, that they are enrolled in our Success Program We offer all of our customers the option to take CB- Weight Gainer for 30-days and if they aren’t completely satisfied, simply call our customer service line hours a day, days a week, days a year to cancel the Success Program, send back the bottle, even if the bottle was empty and receive a full product refund Because we make it so clear that customers are A) enrolled in a Success Program, to ensure they continue having product until they reach their goal weight, and B) can call anytime to cancel their Success Program and C) have a 30-day open-bottle money back guarantee it is expected that the customer was fully satisfied with their order because we billed and shipped as we promised (as explained above) a fresh supply of our product on Saturday, May 23, On Friday, May 29, 2015, the customer called into our customer service department and requested cancellation At the customer’s request we immediately cancelled any further shipments, re-explained the Success Program and finally gave return instructions for the most recent shipment We also explained to her that in order to issue her a product price refund we would need to get the product back In our return instructions we advise all customers to go to their local post office or their preferred shipping facility and pay for postage This customer “refused” her shipment through USPS on June 5, Refusing a shipment usually takes longer to return to our facility due to USPS procedures, and sometimes the product can get misplaced in transit On Friday, June 5th the customer called us again asking for a status on the refund Customer asked when the refund would be issued and it was again explained to that ‘once the product is received at our facility we will immediately issue a refund’ On Friday, June 12th customer called in again asking for a status on the refund Supragenix has yet to receive the product and therefore it is against company policy to issue a refund Customer was escalated and requested a call back from a supervisor On Saturday, June 13th a supervisor called the customer about this situation, as requested There was no answer so we left a voice mail explaining we have not received the package and will issue the refund the day we receive the product back in our returns department On Monday, June 15, the customer called in twice and talked to two of our representatives Customer was extremely escalated We tried to explain that because the package was ‘refused’ it is taking much longer to get back to our facility We can’t issue a refund without the product in hand Customer was unsatisfied with this answer and filed a complaint with the Revdex.com As of today, Tuesday, June 23, 2015, Supragenix has issued a full refund to the customer’s card We pride ourselves on providing premium products with top notch customer service and back everything we do with a 30-day money back guarantee because we are so confident in our products and our employees We hope that the customer, receiving their refund and a sincere apology for the misunderstanding on company, postal and banking policies will find this case closed and understand CB-Weight Gainer appreciates their business Most Sincerely Stacy *P [redacted] Operations Manager ***@supragenix.com Phone: [redacted] www.cb1weightgainer.com
April 5, To Whom It May Concern: We received this Revdex.com complaint in regards to Case# [redacted] On Wednesday, February 24th we received an online order from this customer for the product price of $plus $ shipping and handling.? The billing address and shipping address provided are the same.? An email address and phone number were also provided.? On our website, during the ordering process, we clearly state that each new order comes with free enrollment in the CB-Success Program where they will receive a fresh supply of CB-each month until their goal weight is reached and they can cancel at anytime.? We also clearly state in our commercials, website and through the customer phone experience our 30-day money back guarantee and our liberal Return Policy.? ? ? With this our customers have the option to take CB-Weight Gainer for 30-days and if not completely satisfied, could call our customer service line hours a day, days a week, days a year to cancel, send back the first bottle, even if it was empty and receive a full product refund.? Customer’s first shipment left our facility on Wednesday, February 24th through the USPS First Class mail systemWhen items ship from our facility an email is automatically sent to the customer with tracking information including tracking number, shipment date and account information.? On Wednesday, March 9th the customer called our customer service line due to the fact she had yet to receive her package.? Tracking information showed it delivered so customer called USPS.? Upon a second call, later that day, with the customer stating that the post office delivered a notice to her address to pick up at the post office, but since she hadn’t the USPS returned the package to our facility (we have yet to receive it).? We immediately sent the customer another package, leaving our facility on Thursday, March 10th and showing delivered on March 12th In each shipment is included a packing slip.? In this packing slip we remind our customers who are enrolled in our Success Program of their next shipment date.? We did not hear back from this customer prior to the Success Program next shipment date and with our website, trained customer service representatives, reminder emails and packing slip reminders of the Success Program we shipped the next order of her ordered product on March 25, via USPS arriving at the customer’s address on March 28, Customer called in Saturday, March 26th at 10:58am MDT.? Customer service representative explained the Success Program and also the generous return policy so the customer could receive her wanted refund.? Customer was not satisfied with this answer, disconnected the call and called again asking for a supervisor.? We have a robust customer call back process and a message was left for the next available supervisor to call MsJones back within hour business hours (which does not include Sunday) Customer called again on Saturday March 26th at 11:45am MDT asking to speak to a supervisor.? Customer re-explained wanting her money back and a second representative gave her return instructions on how to get a refund.? Customer called yet again on Saturday, March 26th at 11:52am MDT asking to speak to a supervisor.? Customer re-explained wanting her money back and a third representative gave her return instructions on how to get a refund Customer has original shipment of ordered product and the second shipment for a total of $113.94.? In the interest of providing exceptional customer service we have issued a full refund to the customer, even without receiving the product from the second shipment of $56.97.? We have also issued a full refund for the original ordered shipment.? ? We pride ourselves on providing premium products with top notch customer service and back everything we do with a 30-day money back guarantee because we are so confident in our products and our employees.? We hope that the customer, receiving their refund will find this case closed and understand CB-Weight Gainer appreciates their business.? Most Sincerely CB-Weight Gainer by Supragenix
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 Sincerely, Josee [redacted]