Health Designs International

Initial Business Response / [redacted] (1000, 8, 2015/08/04) */ Contact Name and Title: Andrew Contact Phone: XXXXXXXXXX Contact Email: [redacted] @healthdesigns.com This customer selected a shipping method that does not offer tracking outside of the USThis customer also opted out of purchasing the optional insurance we offeredUnfortunately we are unable to do anything for this order since it has not returned to our warehouse and the lack of insurance on this order OFFER:

Initial Business Response /* (1000, 5, 2015/07/30) */
Contact Name and Title: Andrew
Contact Phone: XXXXXXXXXX
Contact Email: ***@healthdesigns.com
Hello, thank you for contacting usThe customer agreed to refund policy when he placed the orderOur refund policy states "For orders
returned to us after days of when the order was shipped, we cannot issue a refund or store credit to your accountBecause freshness and product integrity is important, products returned after days will be discarded"This order from 11/24/did not return back to our warehouse until 7/8/Unfortunately this order did not qualify for a refund
OFFER:
Initial Consumer Rebuttal /* (3000, 7, 2015/07/30) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I not rejected receiving the product, I was not informed by DLH GLOBAL or Postal Brazil that the product was retainedI called, I sent emails and open claim against Post DHL and Brazil, but nothing has been resolved, so the product returned to the USIf ya wanna not give a refund, then re-send the product back to Brazil, even though I pay the freight again
DHL delivery status:
in transit attempted DELIVERY Wednesday, January 14, at 14:
BRAZIL order # XXXXXXXXX
DHL eCommerce # XXXXXXXXXXXXXXXX
customer confirmation GMXXXXXXXXXXXXXXXXXX
Delivery by USPS Int'l LMXXXXXXXXXUS
Delivery status Correios Brazil:
05/01/07:Sao Paulo / SP Object forwarded Distribution Unit in Sao Paulo / SP for Country in US /

Initial Business Response /* (1000, 8, 2015/10/20) */
Contact Name and Title: CS
Contact Phone: ***
Contact Email: ***@healthdesigns.com
This customer selected a shipping method that does not offer trackingWe have no way of locating the package to see if it was deliveredThis
order does not qualify for a refund since there is no tracking
OFFER:

Initial Business Response /* (1000, 8, 2015/07/09) */
Contact Name and Title: *** ***
Contact Phone: XXXXXXXXXX
Contact Email: ***@healthdesigns.com
***
Your order was initially shipped with DHL Global MailAt some point, the order was unable to be continue delivery with
DHL and the package was returned to our companyAs a service to you, the order was reshipped at no additional cost using a different carrier (FedEx International Mail Service) for delivery into Brazil within 2-weeks typically, though may take longer based on customs in your country
This reshipment was all communicated to you via email so you could understand how we were able to assistThis should solve your issue as the final step is not to wait for delivery of your order via Corrieos postal delivery
OFFER:
Order was already reshipped at no additional costNo further offer is being made

Initial Business Response /* (1000, 5, 2015/07/30) */
Contact Name and Title: Andrew
Contact Phone: XXXXXXXXXX
Contact Email: ***@healthdesigns.com
This customer decided not to purchase insurance on these orderAs stated on our website, we are unable to issue any type of refund unless the
order is returned within daysThe customer was given the option to purchase insurance from InsureShip at checkout, but the customer did not purchase the insurance for these three ordersUnfortunately this order does not qualify for a refund
OFFER:
Initial Consumer Rebuttal /* (3000, 7, 2015/07/30) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I realize that now the company is positioning itself as it should stand from the beginningin relation to the insurance contract, it is clear that insurance refers only lost packets, which is not my case! like a company for the whether to send my product or will refund my money! I was wrong not once, not twice but three times about this company!

Initial Business Response /* (1000, 8, 2015/08/04) */
Contact Name and Title: Andrew
Contact Phone: XXXXXXXXXX
Contact Email: [redacted]@healthdesigns.com
This customer selected a shipping method that does not offer tracking outside of the US. This customer also opted out of purchasing the...

optional insurance we offered. Unfortunately we are unable to do anything for this order since it has not returned to our warehouse and the lack of insurance on this order.
OFFER:

Initial Business Response /* (1000, 5, 2015/12/08) */
Contact Name and Title: Customer Service
We reviewed your request and have emailed a copy of your receipt to [redacted]@hotmail.com. Please let us know if this solves your issues. Thank you.
OFFER:
Initial Consumer Rebuttal /*...

(3000, 7, 2015/12/08) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I do not accept because of the following reasons:
-I am not [redacted]@hotmail.com and I do not even know that person.
- My name is [redacted] and the customer file that Health Designs have about me in their database is [redacted] and the e-mail registered with them is [redacted]@gmail.com.
Regards,
[redacted]
Final Business Response /* (4000, 17, 2015/12/19) */
Contact Name and Title: Customer Service
Evidently there is something that is being miscommunicated. This request sounds very simple, and we have provided the information you have requested many times at this point. I am attempting once more, in this reply, to provide the same invoice we have continued to provide for you. It shows all information we have about this order and should satisfy your request. Please note we have no further data about this order than what we are providing via email to you. Please watch the email address [redacted]@hotmail.com. thank you.
OFFER:
Invoice emailed to customer
Final Consumer Response /* (2000, 20, 2015/12/22) */
(The consumer indicated he/she ACCEPTED the response from the business.)
It was hard to Health Designs to understand that I don't know who is [redacted] that e-mail ([redacted]@hotmail.com) doesn't belong to me and consequently I cannot access an e-mail that's doesn't belong to me. Only now Health Designs, provided me the correct invoice. The case can be closed.
And yes it was a misunderstanding created by Health Designs that from the beginning associated this invoice to a person that I don't know who it is.
Best regards,
[redacted]

Initial Business Response /* (1000, 5, 2015/07/09) */
Contact Name and Title: Nicholas [redacted]
Contact Phone: XXXXXXXXXX
Contact Email: [redacted]@healthdesigns.com
Your order was initially shipped with DHL Global Mail. At some point, the order was unable to be
continue delivery with DHL and...

the package was returned to our company. As a service to you, the
order was reshipped at no additional cost using a different carrier (FedEx International Mail Service) for
delivery into Brazil within 2­-6 weeks typically, though may take longer based on customs in your
country.
This reshipment was all communicated to you via email so you could understand how we were able to
assist. This should solve your issue as the final step is not to wait for delivery of your order via [redacted]
postal delivery.
OFFER:
Order already reshipped at no additional cost. No further offer is being made at this time.
Initial Consumer Rebuttal /* (3000, 8, 2015/07/18) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Thanks to Revdex.com, for the first time I got an answer from Health Designs Customer Service. They never answered my inquiries.
I didn't agree with the business response that I got from Revdex.com. But before filling out my response to Revdex.com, I contacted the business employee that answered this complaint. The conversation I had with him is following below:
[redacted]

13 de jul (Há 5 dias)
para [redacted]
Ok, I will wait a little more.
Thanks for answering my messages.
Em 13/07/XXXX XX:XX, "[redacted]" escreveu:
[redacted],
Yes, this did impact both orders. To be clear, XXXXXXXX and XXXXXXXX were returned to us by DHL as they could not be processed and shipped. This had to due with strict changes DHL made for shipping into Brazil in March 2015, and for this reason HealthDesigns.com no longer ships using DHL. When the packages returned to us, we immediately processed the two orders again and shipped out using International Airmail. This method uses USPS and is the #1 most reliable into Brazil for delivery and avoiding taxes. However, there is no tracking # for the shipments - its the same as mailing a letter. The reshipment was done about 14 days after the original ship date of each order.
Based on the monitoring we do of packages into Brazil, we are seeing average delivery times anywhere from 4-12 weeks based on delays in customs. We are getting a lot of feedback that orders from later March and early April are now being delivered, so I expect your delivery to be happening very shortly.
On Fri, Jul 10, 2015 at 10:45 AM, [redacted] Demeterco Veras [redacted] wrote:
Good morning [redacted],
As I said before, I didn't receive any information from you about this reshipment. I sent several messages to healthdesigns before and never got an answer.
Do you know when this reshipment was done? And I am talking about 2 orders... see this email subject. Were these 2 orders reshipped together? Most important... when? I am awaiting for 3 months.
Thanks for your response!
Em 10/07/XXXX XX:XX, "[redacted]" escreveu:
[redacted]
Here is the communication that was sent via email about this reshipment:
English Message:
"We are contacting in regards to a recent order you placed with our company. Due to an issue that occurred at the shipping carrier, this package will be reshipped to you at no expense. The shipping method used will be International Airmail, the #1 most trusted method for customers outside of the USA. There will not be a tracking number for this order however, so please consider this email confirmation of the shipment. Most deliveries take place in 2-6 weeks based on your destination and customs operations.
We hope you can appreciate the HealthDesigns.com is taking an extra effort to get your order delivered to you, even when we have to reship the order at our cost. Thank you for being a loyal customer!"
Brazil Message:
Estamos entrando em contato para informá-lo a respeito de um pedido recente que você fez em nossa nossa empresa.
Devido a um problema na transportadora esse pedido será reenviado para você, sem qualquer custo. O método de envio utilizado será o International Airmail, o mais confiável para os clientes de fora dos EUA. Contudo, não haverá um número de rastreio, por isso, considere este e-mail como uma confirmação do envio. A maioria das entregas irá ocorrer em 2-6 semanas, variando conforme o destino e o processo de fiscalização da Receita Federal e da Anvisa.
Esperamos que você entenda que a HealthDesigns.com está se esforçando ao máximo para que sua encomenda seja entregue a você no menor período de tempo possível, arcando inclusive com os custos de reenvio.
Obrigado por ser um cliente fiel!
Does that help [redacted]? I can understand how this situation would be confusing if you did not receive the above email.
On Thu, Jul 9, 2015 at 6:10 PM, [redacted] wrote:
Dear [redacted],
On July 09, 2015, you provided the following information about Revdex.com CASE#: XXXXXXXX:
"Your order was initially shipped with DHL Global Mail. At some point, the order was unable to be
continue delivery with DHL and the package was returned to our company. As a service to you, the
order was reshipped at no additional cost using a different carrier (FedEx International Mail Service) for
delivery into Brazil within 2­-6 weeks typically, though may take longer based on customs in your
country.
This reshipment was all communicated to you via email so you could understand how we were able to
assist. This should solve your issue as the final step is not to wait for delivery of your order via [redacted]
postal delivery."
First, I tried to contact HealthDesigns Customer Service several times this last 3 months and never got an answer. This is the first time that I heard something from you, thanks to Revdex.com. Also, I never heard nothing about this reshipment from you. Can you forward me this emails with the information about this reshipment? When was this reshipment? What are the tracking codes?
I am talking about 3 months awaiting this orders. Please send me some proof of reshipment, a tracking code would be great. Even consulting my shopping history on HealthDesigns website, there is nothing about this reshipment.
I have 10 days to indicate to Revdex.com whether the company's response is satisfactory or not.
So I am contacting you first to make sure that we can resolve all this issue before I answer to Revdex.com. As I explained above, my answer wouldn't be favorable.
I would be glad to start receiving some response from you.
Thanks.
After this conversation, I am still not satisfied.
My two orders were posted on March 13th and March 27th, so I am waiting 18 weeks and 16 weeks for them. Even subtracting the 2 weeks of the reposting time, I am waiting 16 weeks and 14 weeks for them, which exceeds 12 weeks!
Finally after hearing something from Health Designs Customer Service, I am really impressed.
But I waited too much. And I didn't even receive a proof of this reposting. A tracking number would be great, but its absence is pretty much convenient.
Final Business Response /* (4030, 11, 2015/07/21) */
[redacted]
As we are unable to control the release of your orders through Brazil customs, we maintain that waiting for contact from you local post is the only option. Per our policy, we cannot offer a refund due to lost or held shipments in Brazil which is a a difficult market as you know. Thank you for your continued patience and I truly hope these delays improve with [redacted] in the future for everyone sake!
OFFER: