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Reviews DHC USA

DHC USA Reviews (2)

September 12, 2014
Dear [redacted],In response to the complaint with the ID number [redacted], we first offer an apology to our customer for the misunderstanding regarding our returns and exchange policy.
Upon receipt of the customer’s products, a full refund was issued for the...

original purchase price of the products on 6/3/2014 for the amount of $60.99. The customer's original order qualified for free shipping because it was over $85. After the return, the order no longer qualified for free shipping. Therefore, the amount of shipping was deducted from the refund in accordance with our clearly stated returns and exchanges policy.Our returns and exchange policy is documented on our web site and on our invoices sent with each order.Our return policy states: DHC is not responsible for return postage or lost or mis-delivered items.Our return policy also states: Please note that when returning items in which you have received a discount offer, that offer will no longer apply if you fall below the discount/offer threshold.
Despite our return policy and in response to the customer’s request, we issued a refund for shipping charges as a courtesy on 6/14/14 for the amount of $4.50 to the credit card ending in [redacted]. We also issued a refund for shipping charges as a courtesy on 09/12/14 for the amount of $4.50 to the credit card ending in [redacted].
Therefore, in good faith, and in response to our customer’s concern regarding our refund policy, we have already provided a refund for the shipping charges as requested in the customer’s complaint to you.Again, I wanted to extend my apologies to our valued customer. We have honored the customer's request by refunding the value of the original shipping charges on her recent returns to us.
Regards, 
Julia Z

Review: return fee charged back with free shipping order and rude customer service supervisor ORDER NUMBER [redacted] I ordered with free shipping for order # [redacted] but later returned part of the order. As I return the order and paid the return postage on my own, DHC charged me back another $4.5 " shipping fee". I called customer service and the agent said DHC won't refund me the original shipping fee. I said, the original shipping fee is zero. However the agent won't want to refund me the extra 4.5$ even though I paid all the return shipping postage on my own.

On my request, they transferred my call to the supervisor. The supervisor is so not professional and unfriendly. I think his name is Vincent. All the way, he kept saying "no, man" although I asked many times if there's other things to do in order to get back the extra charge imposed on me. He totally refused to help me with all the "no man" along our conversations. Very bad experiences and won't shop back again after being with DHC for 5 years.Desired Settlement: Refund me all the extra charges on shipping please. ORDER NUMBER [redacted]

Business

Response:

September 12, 2014Dear [redacted],In response to the complaint with the ID number [redacted], we first offer an apology to our customer for the misunderstanding regarding our returns and exchange policy.Upon receipt of the customer’s products, a full refund was issued for the original purchase price of the products on 6/3/2014 for the amount of $60.99. The customer's original order qualified for free shipping because it was over $85. After the return, the order no longer qualified for free shipping. Therefore, the amount of shipping was deducted from the refund in accordance with our clearly stated returns and exchanges policy.Our returns and exchange policy is documented on our web site and on our invoices sent with each order.Our return policy states: DHC is not responsible for return postage or lost or mis-delivered items.Our return policy also states: Please note that when returning items in which you have received a discount offer, that offer will no longer apply if you fall below the discount/offer threshold.Despite our return policy and in response to the customer’s request, we issued a refund for shipping charges as a courtesy on 6/14/14 for the amount of $4.50 to the credit card ending in [redacted]. We also issued a refund for shipping charges as a courtesy on 09/12/14 for the amount of $4.50 to the credit card ending in [redacted].Therefore, in good faith, and in response to our customer’s concern regarding our refund policy, we have already provided a refund for the shipping charges as requested in the customer’s complaint to you.Again, I wanted to extend my apologies to our valued customer. We have honored the customer's request by refunding the value of the original shipping charges on her recent returns to us.Regards, Julia Z

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Description: Skin Care

Address: 5021 Louise Drive, Mechanicsburg, Pennsylvania, United States, 17055

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