Essential Wholesale & Labs Reviews (%countItem)
Essential Wholesale & Labs Rating
Address: 2538 NW 22nd Pl, Portland, Oregon, United States, 97210
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On August 2nd I ordered from Essential Wholesale Labs (EWL) bulk items. The order was due to arrive 3-6 business days after the purchase according to the shipping policy stated on EWL's website. It is now August 22nd and I have not received the order. I have contacted customer service via phone, online chat, and email over the course of several days with no resolution. The customer service for EWL is not responsive. I have requested a manager contact me with no call returned.
The items ordered are for products I manufacture. This is affecting my customer relations and order fulfillment. As a small business owner, I understand and appreciate reliable and responsive customer service when there is an issue with order fulfillment. EWL has failed in customer satisfaction and guarantee that the product is received by the customer.
Dear Ms.,
I’m writing in regards to complaint ID from our customer, whose name I will keep private to protect her identity. I have a copy of a live chat transcript that contains her personal information; I can share that if you need me to, but would prefer to keep her identity private in case this is posted on the Revdex.com website.
On 2 Aug 2018, our customer placed an order through our self-service ecommerce website. The items were shipped to her via *** ground (as requested by the customer at check out) on 2 Aug 2018 – the same day as her order. A shipping confirmation with tracking information for her package was sent via our ecommerce system to her email on file in her account.
On 21 Aug 2018, our customer contacted our company to inquire after her package. At that time we began an investigation and learned that *** had misdirected her package. A copy of the *** tracking is attached for your reference. Unfortunately, we are not informed by *** when packages don’t arrive at the customer location at the time expected. We immediately opened an investigation with *** regarding the lost package. Investigations by *** take a minimum of 8 days. We informed our customer of this situation.
We issued a refund to our customer’s credit card on 23 Aug 2018 for the full amount of the order.
As a final follow up, *** finished their investigation and concluded that her package was indeed lost and they could not deliver it.
We sincerely regret the unfortunate result of this order. Unfortunately, *** did not complete the order as sent. We responded as soon as we were informed and confirmed the status of her shipment. We issued the full amount of her purchase within 48 hours of being informed of the problem.
Thank you for your help in resolving this matter. If you need any additional information, please feel free to reach out to me.
Sincerely,
Val S
VP, Sales & Marketing
Essential Wholesale & Labs
On Monday 5/28/18 Memorial Day, I placed an online order for a vitamin that cost $1.46. The invoice indicated a 0 balance for shipping. Prior to placing this order, no S/H option appeared. I went on to set up an account to complete the purchase. I was directed to the payment portion, and chose PayPal and used my Discover CC. After completing the purchase, I was invoiced a S/H charge of $17.31. I attempted to cancel the order without success. I have emailed customer service, faxed, a cancel order #*** via these methods. I called this morning and an automated greeting of “your hold time is less than one minute” continually plays without any human ever answering the call. All I want is that this transaction be cancelled and my CC refunded in its entirety. A review of this website will show you that nowhere can you find their shipping rates. DECEPTIVE BUSINESS PRACTICES. THANK YOU
We have already taken care of this customer. She was unhappy because she didn't get a response on Memorial Day when the office was closed. There was no refund to be given because the order had not been shipped and we don't charge the customers credit card until we ship.
Attached is the email chain with the customer and our customer care manager resolving the issue. Her order has been canceled.
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