Drugstore.com

Revdex.com: The drugstore.com has resolved my issue.They promised to give me a refund.Sincerely, [redacted] ***

Hello [redacted] ,Thank you very much for choosing drugstore.com.I am reaching out to you to advise that we did receive your Revdex.com complaint with regards to the TRESemme Expert Selection Perfectly Undone Hairspray and the cancellation of your orders due to backorderI am very sorry about the issues you experienced with regards to this productAs much as we try to make sure that there is enough stock in our warehouse to ensure that we have something for everyone Due to the pricing, quantities purchased by other customers and how much stock we receive from the manufacturer we cannot guarantee that we are able toIn accordance with our Terms of Use we reserve the right to limit quantities of items purchased by each customerIn addition, we reserve the right to cancel any order or part of an order, or refuse service to anyone for any reasonSuch reasons may include, but are not limited to, unauthorized coupon use, product availability, price discrepancy or pricing errorWe reserve the right to charge fees or extra shipping charges for any product that is backorderedUnfortunately, I am not able to honor your original order price of $for bottles of this productThe most I can do is to provide you with a $instore credit on your accountThe credit will remain there until it is usedI do apologize once again for the issues you experiencedIf you have any further questions or concerns please contact us at 1-800-drugstore (1-800-378-4786) for further assistanceThank you for choosing drugstore.comSincerely, drugstore.com Management Teamdrugstore.com(tm) the uncommon drugstore.(tm)Beauty.com(tm) The world of beauty online.(tm)

Greetings ***, Thank you for choosing drugstoreincI am writing to you regarding your recent eBay purchase In response to your email ***, I greatly apologize for any inconvenience regarding this matterAs requested, I have issued a full refund in the amount of $and you should receive an email once the refund has completedAdditionally, we have ensured that your order was returned to sender Thank you once again for your time and interest in drugstoreinc -drugstoreinc

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 meSincerely, [redacted]

On 02/22/Mr [redacted] reached out to us and his issue was resolvedUnfortunately, when Mr [redacted] received our auto-responder emails that are sent in response to inbound emails he did not see the line that advises if the auto-reply does not provide information to resolve your issue please reply back to this emailIf no reply is received from the customer we assume the issue is resolved and until a response is received no customer service representative sees the customer's inbound email

Hello ***,
Thank you very much for contacting drugstore.com
I am reaching out to you with regards to the Revdex.com complaint that your filed as a result of your order being cancelledI wish to apologize for this as it should not have happenedI have contacted the department that cancelled the
order and found that it was cancelled in errorThe person I talked to was not sure why Care was not notified so we could reach out to youThe did advise me that if you placed a new order there would be no issues to prevent it from processing and shippingI have applied a $in-store credit to your account as an apology from me to you for this problemIt will remain on the account with no expiration date.
Once again I do apologize for the inconvenience we have caused youIf you have any other questions or concerns please contact us at 1-800-drugstore (1-800-378-4786) for further assistanceThank you once again for choosing drugstore.comI hope you have a wonderful day.
Sincerely,
drugstore.com Management Team
drugstore.com(tm) the uncommon drugstore.(tm)
Beauty.com(tm) The world of beauty online.(tm)

Dear ***,Thank you very much for contacting drugstore.com with regards to order #***.I sincerely apologize *** but drugstore.com cannot resolve the issue you are experiencing with your FSA providerWe are an online store that sells items that are categorized as FSA eligible and can
be purchased using a *** Convenience cardYou placed an order with us using this FSA card and we processed and then shipped that order. We then charged the card you applied to your orderI am very sorry that you were not aware of the policies surrounding the purchasing/manual claims for your FSA program but that is not something we can resolve as we do not have the information for all the hundreds of plans that cover the purchasing of FSA productsAs we stated we would we provided you a letter for your FSA provider but that is the extent that we can goAt this point in time sir this issue no longer involves drugstore.comWe did our due diligence in providing you with information for your FSA managerWe cannot refund the funds you used to purchase items from us because your manager denied your claimAs I stated this is something that you are going to have to work out with your HR departmentI do apologize for the inconvenience *** but this matter is out of our hands and we are not able to provide the resolution you are asking forYou are going to have to speak with your FSA managerThank you once again for choosing drugstore.com and have yourself a lovely daySincerely,drugstore.com Management Teamdrugstore.com(tm) the uncommon drugstore.(tm)Beauty.com(tm) The world of beauty online.(tm)

Hello ***,Thank you for choosing drugstore.com. We have received your complaint via the Revdex.com and are more than willing to resolve the issue in a timely mannerAs you were advised on 4/27/when you wrote to us it can take up to days for our returns department to provide us with the
information regarding orders/items returned to us and for us to process the return. This information is also provided in our Help pages under Return Policy: "Once we receive your return, we will issue a credit or refund within days and send you an email confirmationPlease bear in mind that it can take several days for the transaction to appear on your account, depending on your financial institution."We do this to ensure that the items that we receive back from our customers are in good shape and resellableWe also do this to ensure that the items being returned fall within the day return policy that we have in place for drugstore.com which the items in order Complaint Detail ***As a courtesy I will however refund your credit card for the items that you mentionned. I reviewed your account and on 5/13/you were already refunded for all the items mentionned under order ***The amount refunded was $We did not refund the Walgreens allergy product for $as you had the items listed as Benadry and there was no Benadryl in that orderThe for B-Complex for order *** was refunded that day as wellI also found that you were refunded for all the items you stated you returned under order *** over different days 3/30, 3/and 5/13/The Biore you stated you returned on 4/6/was refunded on 4/20/with other items in order ***. I am very sorry you didn't receive the emails that are automatically generated when a refund is completed by drugstore.comIf you have any other questions or concerns please contact us at 1-800-378-for further assistance.Sincerely, Management Teamdrugstore.com ™ the uncommon drugstore ™Beauty.com ™ the world of beauty online ™Vision Direct - your source for savings on contact lenses

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, *** ***

Dear ***, I am writing to you today from drugstore.com regarding your recent Revdex.com Complaint. In regards to your recent order ***, please accept our apologies for any inconveinece experiencedIt seems an error was made and a no chare order was never placed on your behalf for one of the
Nature Made Multi Adult GummiesUnfortunately we do not have the ability to place no charge orders with PayPal as it requires you to sign into your account and we are not able to do soUnfortunately, it appears that you were not notified of this issue due to an error made in our Customer Care DepartmentRest assured that this matter will be addressed, and is not to be expected in the future.I have gone ahead and issued you an in store credit in the amount of $to cover the cost of purchasing another bottle of Nature Made Multi Adult GummiesThis credit will never expire and can be used towards your next purchaseI have also included instructions on how to activate BOGO promotions for future orders: If you are viewing the product in a list of search results, please click on the name of the product to bring you into the product details pageIf you received the offer in an email, please click the link to be directed to the website Confirm that this item has a BOGO offer listed under the “Special Offers” heading on its product details pageClick on the special offer link to view the promotion pageIt will provide you with any promotional details (e.gwhich items are eligible), instructions on how to apply the promotion and expiry date of when the promotion will endSelect the products you want by checking the “Add To Bag” check boxes next to themAdjust the quantities to reflect the total items you would like to receive, and click the “buy checked items” button at the bottom of the pageThe items you selected will be added to your cart, and you can continue shoppingYou can confirm this by clicking the shopping bag at the top of the page to review the items in your bagThe products should reflect the discount if you have added the correct amount of items to get the promotion (e.gif the promotion is buy get one free you need to have three items added to your shopping bag)Offers included in your order are also reflected on the checkout screen for you to review before you finalize your order. For more information about our BOGO offers, you can visit our help pages here:http://drugstore.custhelp.com/app/answers/detail/a_id/1277 Once again ***, I apologize for the difficulty you experienced with your orderThanks for choosing drugstore.com for your health and beauty needsPlease contact us again if we can provide you with any further assistance

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, *** ***

Greetings ***,
Thank you very much for choosing drugstore.com
I am writing to let you know that we have received your Revdex.com complaint about the $you were charged on your last orderI know that you wish to be refunded for the order and we will do so when we receive the items back at
our warehouseWe need to confirm that we have all of the items from the order back and in good shapeWe are not keeping the amount you paid we just can not refund it just yet.
As you have been advised it can take up to days for a refund to be provided especially when the order is returning from overseasI have checked the tracking number (*** ) that you sent us and their is no information advising that the items are on their way back to us.
I am sorry for the issues and will keep an eye on your account and the tracking informationIf I see any tracking information showing it is on it's way back to us I will be more than happy to refund the amount owedIf you have any other questions of concerns please contact us at 1-800-drugstore (1-800-378-4786) for further assistance.
Sincerely,
drugstore.com Management Team
drugstore.com(tm) the uncommon drugstore.(tm)
Beauty.com(tm) The world of beauty online.(tm)

Here is a copy of an outbound email we sent to Mr*** on 1/19/2016:
Dear ***,Thank you for completing drugstore.com’s Customer Feedback Survey.We sincerely apologize for any inconvenience you have experienced in regard to this matter and we thank you for taking the time to provide your
valuable feedbackWe appreciate all feedback we receive from our customers and use this feedback to improve our website and customer serviceRest assured, we have forwarded your feedback to the appropriate department for further reviewOnce an order begins processing through the warehouse, the main priority is packaging the ordersWe have no other agents at the warehouse, only the shippers and packersThey are not always nearby the internal communication we use to cancel, and that is the reason we can't make any guarantees regarding cancellations.It does appear that the issue is with the Old Spice products, and as such, we have refunded you for the itemsPlease feel free to keep them as a token of our apologies for any inconvenience this may have causedOnce again ***, we thank you for contacting drugstore.comYou are a valued customer and we invite you to contact us at any time if we may provide you with any further assistance.Sincerely,Nicole BCustomer Care Specialisthttp://www.drugstore.com/help drugstore.com ™ the uncommon drugstore ™Beauty.com ™ the world of beauty online ™Follow us on Twitter to get special offers:https://twitter.com/drugstoredotcom“Like” us on Facebook:https://www.facebook.com/drugstore.comStay updated on our latest deals and offers:http://www.drugstore.com/the-sale/qxc
A refund of $was issued for the incorrect Old Spice scentsPlease let us know if we can be of further assistanceAgain, please accept our apologies for any inconvenience this matter has caused

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

Hello ***,Thank you very much for contacting drugstore.com through the Revdex.com.I am very sorry that you were not able to have an order ship out from us as we stated you would be able toI have spoken to our billing department and they will be placing a lump sum refund of $on to the Mastercard
that purchased the gift certificates from our siteYou will receive an email within the next few hours stating that the refund was completed on our end and it should show up on your credit card within the next 5-business depending on the card issuerOnce again I do apologize for all of the issues you have experienced with thisIf you have any other questions or concerns please contact us at *** or ***Have yourself a wonderful day.Sincerely, drugstore.com Management Teamdrugstore.com(tm) the uncommon drugstore.(tm)Beauty.com(tm) The world of beauty online.(tm)

Hello ***,
Thank you for choosing drugstore.com
I am reaching out to let you know that we received your Revdex.com complaint today and I wanted to not only apologize for the inconvenience but resolve the issue for you.
I had a read through your complaint and was very curious as to why
you did not receive the usual email that we send to let you know a reorder was going to be placed for youWhen I checked your account I noted as you stated that you always get oneWhen I read further up in the list of emails we have sent your over the last month or so I did find that we sent one out on 6/13/I am very sorry that you did not get that emailI am not aware of any email issues we had then but I will definitely report the problem with this email.
The issue about cancelling the order unfortunately is not something that I can resolve as the auto-reorders that are scheduled start dropping into the warehouse system for processing very early in the morning and by the time you get your email and call us it is to lateThe issue could've been resolved during your call in to Care with a simple ticket request to refund your order and either a redirect of the order back to us or sending you a return shipping label so you could send the order back to usI apologize that this was not done.
I have filed a refund of the order back to your credit card I have also emailed you a return shipping label that you can affix to the order and send back to us at your convenienceIf you don't get the shipping label don't worry about it just use the product or dispose of it as you see fit.
I do apologize once again for the issues we caused and the lack of resolution to our problemI have added a $instore credit to your account as an apology from me to youThat credit will remain on your account until you use itIf you have any other issues or concerns please contact us for further assistance at 1-800-drugstore or (1-800-378-4786)I hope you have a lovely day.
Sincerely,
Management Team
drugstore.com ™ the uncommon drugstore ™
Beauty.com ™ the world of beauty online ™
Vision Direct - your source for savings on contact lenses

Here is a copy of the email sent to this customer today, 9/29/2015:Dear ***, Thank you for contacting drugstore.com regarding the missing item from order #***Please accept our sincerest apologies for the missing ASU Joint Health Supplement, Advanced Formula, Capsules - ea in your
recent orderAs you have requested, I have issued a refund of $for the missing product you did not receiveAn email confirmation will be sent when this refund has been processedAgain ***, please accept our apologies for the item missing from your recent orderPlease feel free to contact us here at drugstore.com if we may provide you with any further assistance.Sincerely,AJSenior Team Leaddrugstore.com***http://www.drugstore.comThere were replies sent to the previous inquiries as well

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, [redacted]

Hello [redacted],Thank you very much for reaching out to drugstore.com through the Revdex.com.I do apologize for the issues that have occurred on your account. Unfortunately, over the past couple of months there have been an inordinate amount of accounts that have been accessed from outside drugstore.com...

through our customer's email addresses and orders have been placed on their accounts. The issue you expereinced this past couple of weeks is one that fits the pattern we have been handling over the past couple of months. Please be advised that we are doing everything we can to prevent unauthorized orders from being placed on accounts but we are not always successful. When our Fraud team discovered that your account had been compromised their first course of action is to shut down the account and cancel any orders that are placed on the account to keep them from shipping. Since the system was set up for autoreorder and the Fraud team did not have any idea whether or not it was you that set it up the re-orders they cancelled each order as it dropped into the Fraud system. Under normal circumstances when Care cancels an order an email is sent to the customer advising whether or not the order was successfully cancelled. In this case because it was the Fraud system that was cancelling the order no email is sent for two reasons: 1. they have no idea if the email address on the account has been compromised so in order to prevent the person committing the Fraud to know that they have been caught they do not or they can not email the customer whose account it is due to the email address being changed and 2. the Fraud system is not set up to email customers from the system they cancel orders with.We sincerely apologize once again for the inconvenience this issue has caused you. If you have any other questions or concerns please contact us at[redacted] for further assistance. Sincerely, [redacted]Management Teamdrugstore.com ™ the uncommon drugstore ™Beauty.com ™ the world of beauty online ™Vision Direct - your source for savings on contact lenses"

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. I have circled back with Katie at drugstore.com to find out when/where I can find the store credit.  At this time I haven't heard anything back and do not see the credit posted in my account.Sincerely, [redacted]