DHC USA ("Daigaku Honyaku Center") Reviews (%countItem)
They allowed a $10 off coupon code to be applied to first time orders, then refused to honor it by cancelling orders. I won't be placing any other orders with them.
Good Afternoon. I placed an order with this company on December 16, 2018, and used the code "***", which was the promo code available for $10 off of a Ten dollar purchase or more than ten dollars. Shortly afterwards I did receive a confirmation email that my order was successfully submitted. Also, I did select the free 2-day shipping option by UPS. I had been trying to contact this company about when my order would be shipped, because as of today, December 20, 2018, the UPS shipping should have arrived by now. But, in my account with this company, the shipment still shows as "pending". Today was the first time that I've heard back from this company, and the third time that I've tried to contact them. The first two times, I tried using the customer service form on their website, and today I emailed this company. Today, I was notified by a Senior Customer Service Manager or Representative, named Jessica, that my order was being cancelled because the promo code that was used was only meant for people who have already been customers of this company, and not new customers. If this is/was the case, maybe this company could have explained or printed the Terms and Conditions of this offer a little better, as to my belief, this was a valid and legitimate promo code to use. I was really looking forward to this order, because I've been interested in their products, and I was hoping to become a new, loyal customer to this company and brand. Maybe the T and C's of this offer and code were misunderstood, but I honestly didn't notice any limitations about using this code.Plus, why was my order only cancelled today if this was not a valid promo code to use? I'm a little bit confused by all of this, and have more questions than answers about my order.
January 15, 2019
This letter is in response to a complaint filed with your organization by our customer ***, reference order number #***.
DHC's promotional code, ***, was shared on various social media accounts, coupon websites and online beauty bloggers, who are not affiliated with DHC USA, Inc. and without our knowledge, authorization or consent. The promotional offer is not valid for new customers. The offer, as sent to the eligible customers, included all of the terms and conditions for the offer to be valid. The offer was sent only to existing customers, was not transferable and was limited to one per household. In addition, we reserved the right to cancel or modify the promotion at any time. As a result of the unauthorized sharing of the offer to ineligible individuals, incoming first-time orders containing the promotion code that were not eligible for the promotion were canceled in our system and not fulfilled. Customers were not notified of the canceled orders. The terms and conditions of use of the *** Promotional Code are as follows: $10 special savings offer valid with a minimum purchase of $1, before shipping, made by Monday, December 31, 2018, only at DHCcare.com when entering promo code *** at checkout. Must be redeemed at time of order. Not redeemable at retail locations. No cash value. Not transferable. Not combinable with other offers. Not valid on purchases of gift certificates or *** membership. DHC reserves the right to modify or end this promotion at any time. Pricing subject to change without notice. For more information, call 800.DHC.CARE (342.2273) or email us at [email protected]
DHC USA, Inc. offered *** alternative promotional offers if he chooses to place a first-time order. This information can be found in the enclosed original document e-mail response from Jessica in our Customer Care Department.
DHC USA, Inc. regrets that we did not meet ***'s expectations to receive free products and samples along with free two-day shipping. DHC has taken the necessary steps and addressed his concerns as we take our customer comments earnestly and have provided the best solution available to resolve this matter efficiently. As a courtesy, we fulfilled the order as originally placed including the gift and two-day shipping; order confirmation number is #***. We have reached out to *** and expressed our sincere apologies for the matter. In addition, DHC USA, Inc. has evaluated how we can prevent this matter from occurring again in the future.
Please feel free to review the enclosed documentation and respond with a written response if needed.
If you should have any additional questions or concerns, kindly reach out to DHC USA, Inc. and we will be happy to further assist you.
Sincerely, Gail P.
Customer Care Manager