Healthy and Active

On 09/08/the customer contacted us stating that there was a strong odor to one of the items in her item orderIn this conversation she stated she wanted to return the entire orderAs of the items in her return are unwanted, per our posted policy (https://www.healthyandactive.com/information-for-returns/), there is a restocking fee of 20% that is applied and deducted from the refund upon returnIn the complaint to the Revdex.com, the customer claims all of the items were defective, although they were not per the customers initial conversations and emails with our companyWe provided the customer with links to our polices for returns as well as troubleshooting her itemsWithin our troubleshooting section we cover the steps to take to remove the plastic odor that sometimes is found in items of this naturehttps://www.healthyandactive.com/product-troubleshooting/ The customer was insistent that she not be charged a restocking feeOn 09/11/2017, I emailed the customer and told her we would allow her to return all of the items from her orderI made an exception to our posted policies, and waived the restocking fee for her, and even went as far as offered her a full refund, even though we do not typically refund the shipping chargeI let the customer know that if she wanted a return shipping label provided to her, that we could make that happen, however, the cost of the return label would be deducted from her refundIn the customer's reply to my email on 09/11/2017, she accepted the terms of the refund, stating: > I'll ship back the entire order, either going out today or tomorrow> And expect a FULL REFUND in the amount of $back to my original > payment method> Also, I'm not sure what the cost is to ship back your product and I'm > not happy that the company is not incurring this expenseThis is exactly what we have agreed toThe customer paid our company $191.77, and that is the amount we have agreed to refund the customer upon the arrival of her returned package of unwanted items

Our customer contacted us on 05/24/stating that she did not receive her orderAccording to her USPS tracking (***), the package was delivered on 05/14/We asked the customer to provide us with the shipping address so we could check our recordsThe customer had
provided an incorrect address at the time of checkoutShe stated that she had sent in a change of address request, however, we have checked our mail server and we had never received such requestThe package had been shipped out with the original information suppliedUnderstanding that mistakes happen, we offered to reship the package to her, free-of-cost, which is not our policyWhen someone provides an incorrect address, and wants the order reshipped, it is our policy to charge for shippingWe had asked that the customer reply to us if she wanted to proceed with the reshipment, we never received a replyWe cannot assist a customer if they refuse communication On 07/11/we received an email from the customer stating “Final attempt at resolution”We let her know that we had not received a response from her so the replacement package was never shippedAt that time we offered, again, to reship the package to her free-of-costShe then agreed to the reshipment and provided the corrected shipping addressWe created the reshipment order at that time and the package was shipped the next day, 07/12/The package was shipped via UPS SurePostAccording to UPS they expect the package to be dropped off with USPS and delivered by 07/19/ UPS Tracking number: *** USPS Tracking number: *** We have done everything in our power to provide exceptional service to our customerWe had waived our policies by not waiting for the package to be returned to our facility, and then to not charge her for the shipping costThe original package was delivered to the incorrect address and we never reclaimed the goodsThe package has now been reshipped, to the corrected addressThe issue could have been resolved on 05/25/had the customer replied to our email saying to reship the package to herBut we never received a replyWe cannot assist a customer when the refuse communication with us

I ordered a product through this company and they sent my ex wife a detailed email confirmation. They did not ask for my consent, I did not give them her email address, I used a brand new account with an address that is not associated with my ex... Yet they sent her an email with the details of my order. When I called to try and find a remedy, they acknowledged their error and apologized to me but they refused to either refund my account or send an apology for their mistake to my ex... Who needless to say is livid.

The customer contacted ***’s customer service regarding the product they purchased from us*** then reached out to us on July 22nd stating the customer was reporting a defect, asking us to research the issue and contact the customerOn July 23rd, we emailed the customer asking what the
problem was with the item, for pictures of the defect and a brief description so we could help them with their issueOn July 29th, the customer replied stating that they had already sent emails to us with attachmentsThere is no record of these emails, even in the *** marketplaceOn July 30th, we replied that there were no emails with attachments and further explained that we required this information before we could proceed with a returnOn Aug 6th, the customer sent us photos of the itemsOn Aug 7th, we reviewed the photos and we agreed there was an issue and issued a return label to the customerOn Sept 1st, the customer stated she sent us screen shots of the UPS site showing it was delivered back to usUnfortunately, there is no record of these emails being sent to us, even in the *** marketplaceOn Sept 3rd, we responded that we would check with our warehouse for the returnI am attaching transcripts and screenshots of the *** Marketplace emails showing the communication that transpiredThere are multiple emails that the customer said they sent us that are no where to be foundWe cannot edit or change anything in our *** account emails (screenshot) - it is read only. OutcomeWe have no record that the item was returnedOur warehouse checked their returns area and also has no record of this item returningWe do not know if the package was ever returned by the customer, but, since we always take care of our customers, we will proceed with a refund for the productThis is completed through the *** Marketplace so the refund will be going to the customer via ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved. I would also like to mention, that I did reply to their email. I replied to every email even when it took several emails to start the line of communication with this business. However, since they are again shifting blame to the customer, I'll send my business elsewhere and encourage others to do so as well. Thanks for finally doing your job,
[redacted]

Revdex.com:
I accept the response by XR to reship the order.I shop almost exclusively online and a good percentage of that is done via mobile channels. Following sign in, their site took me to the payment and submit page.  It's unfortunate that their website allows you to assign a particular address as a primary but it doesn't treat it as one for the purpose of ordering.  I hope they take this situation seriously and not dismiss the problem as [redacted] does in her response.  Being in eCommerce, I know that no matter how good your code is, websites do not always work as intended.Regards,
[redacted]

On 09/08/2017 the customer contacted us stating that there was a strong odor to one of the items in her 6 item order. In this conversation she stated she wanted to return the entire order. As 5 of the items in her return are unwanted, per our posted policy...

(https://www.healthyandactive.com/information-for-returns/), there is a restocking fee of 20% that is applied and deducted from the refund upon return. In the complaint to the Revdex.com, the customer claims all of the items were defective, although they were not per the customers initial conversations and emails with our company. We provided the customer with links to our polices for returns as well as troubleshooting her items. Within our troubleshooting section we cover the steps to take to remove the plastic odor that sometimes is found in items of this nature. https://www.healthyandactive.com/product-troubleshooting/ The customer was insistent that she not be charged a restocking fee. On 09/11/2017, I emailed the customer and told her we would allow her to return all of the items from her order. I made an exception to our posted policies, and waived the restocking fee for her, and even went as far as offered her a full refund, even though we do not typically refund the shipping charge. I let the customer know that if she wanted a return shipping label provided to her, that we could make that happen, however, the cost of the return label would be deducted from her refund. In the customer's reply to my email on 09/11/2017, she accepted the terms of the refund, stating: >  I'll ship back the entire order, either going out today or tomorrow. > And expect a FULL REFUND in the amount of $191.77 back to my original > payment method. > Also, I'm not sure what the cost is to ship back your product and I'm > not happy that the company is not incurring this expense. This is exactly what we have agreed to. The customer paid our company $191.77, and that is the amount we have agreed to refund the customer upon the arrival of her returned package of unwanted items.

I would be happy to assist with this matter.
I see by looking at the history of the customer's account, that the order in question was placed on 4/29/15 and included the Wichita, KS address in the account address, billing address and shipping address. I checked our mobile website, added an item...

to the cart and clicked checkout. Once I signed in with my username and password, the first screen that came up was my billing and shipping addresses and the ability to change them. I would assume that the customer missed this step in the checkout process.
It is the responsibility of each customer to keep their account information up to date. It is also the responsibility of each customer to ensure the information they provide to us, when placing an order, is accurate in relation to both billing and shipping. In reviewing the customer's account, we now see that the customer has updated their account address to their current physical address.
In cases where a customer provides an inaccurate address at the time of checkout, we usually require the package to be deemed as undeliverable and arrive back at our facility before we reship the order. We do make exceptions in many cases and would be happy to reship this order.
I will be reaching out to the customer directly to assist in reshipping their order.

Review: I placed an order with this company on 4/29 at 2:36p using my mobile device. When I received my order confirmation, I noticed the wrong address was on the order. At 2:45p the same day, I contacted the company informing them of their error. [redacted] immediately blamed told me there was nothing they could do, ignored the fact that their system caused the issue. She refused to answer my question: "How does she expect me to get my package considering I haven't lived at that location for 6 years and that locations is 700 miles away?"

After many many "robotic" e-mails that ignored the problem and put all of the problems on me, she finally suggested that I go to USPS.org and do a change of address. I did. The package was delivered several days later to that very address. They have refused to provide any meaningful help and have not been willing to take any responsibility for their error.

Due to them shipping to the wrong address, they have now violated their policy of discreet shipping!

My last order from them was in November/December. Prior to placing that order, I updated my primary address through the "My account" section of their website to my current address.

As I stated above, I used my mobile device to process this order. I never saw an option to verify Billing and Shipping. I assumed they were like many sites that try to streamline the ordering process like Amazon with their One Click Shipping.

I'm not sure if they even run fraud protection - We own an eCommerce site as well and we verify every credit card against the billing address. If they would have at least done this, they would have prevented this from occurring.Desired Settlement: I want them to send out the order to the correct address.

Business

Response:

I would be happy to assist with this matter.

I see by looking at the history of the customer's account, that the order in question was placed on 4/29/15 and included the Wichita, KS address in the account address, billing address and shipping address. I checked our mobile website, added an item to the cart and clicked checkout. Once I signed in with my username and password, the first screen that came up was my billing and shipping addresses and the ability to change them. I would assume that the customer missed this step in the checkout process.

It is the responsibility of each customer to keep their account information up to date. It is also the responsibility of each customer to ensure the information they provide to us, when placing an order, is accurate in relation to both billing and shipping. In reviewing the customer's account, we now see that the customer has updated their account address to their current physical address.

In cases where a customer provides an inaccurate address at the time of checkout, we usually require the package to be deemed as undeliverable and arrive back at our facility before we reship the order. We do make exceptions in many cases and would be happy to reship this order.

I will be reaching out to the customer directly to assist in reshipping their order.

Consumer

Response:

I accept the response by XR to reship the order.I shop almost exclusively online and a good percentage of that is done via mobile channels. Following sign in, their site took me to the payment and submit page. It's unfortunate that their website allows you to assign a particular address as a primary but it doesn't treat it as one for the purpose of ordering. I hope they take this situation seriously and not dismiss the problem as [redacted] does in her response. Being in eCommerce, I know that no matter how good your code is, websites do not always work as intended.Regards,