Healthy Solutions

please let me know if you require any additional information to resolve this challenge. Thanks! Customer’s Statement of the Problem:

Summary:  In the 7 years we have been in business we have had 0 Revdex.com complaints. We...

believe that is proof positive of our commitment to customer service. With regard to this complaint,  our execution met and/or exceeded expectations. However, a member of our sales team failed to communicate effectively. As such, this customer received a full refund (prior to receipt of this complaint). See below for additional clarification. 

 

To Whom It May Concern, I have been working with Healthy Solutions on a project for the last 2-3 months after contacting a representative of  their's over the telephone. They are in the business of  manufacturing  health products. Within the Industry, there are certain regulations and guidelines that must be met in order to product a trustworthy product. After experiencing terrible customer service from Healthy Solutions over a period of 3 weeks, where I would get almost no follow up, and definitely no follow up on a timely basis (once it took their rep a full 2 weeks to get back to me), they gave me the piece of mind that they were dedicated to work with me. Because I felt like I was stuck, due to the fact we were working on a specific formulated product, they informed me that it would cost me $2500 to proceed. I had reservations about  moving forward, but they made every attempt to give me the peace of mind to move forward. It was after I had paid them $2500, that I started to again receieve poor cusomter service.

[redacted]The aforementioned text would make it seem as though the customer was somehow held hostage. This is not the case. At that time all we had done was provide the customer an estimate for production of a product concept.  The customer was under no obligation to proceed with the research and development of the product concept. At a customer’s choosing we do offer services related to development of the product concept and revisions necessary to create a production ready prototype. The charge for those services is $2500. The details related to that charge are defined by the sample fee invoice (see attached).  

[redacted]With regard to the poor service noted after receipt of the $2500 I can only assume they are referring to their dissatisfaction regarding the timeframe it takes to receive the first samples. The terms specified on the invoice attached clearly state a typical timeframe of 3-4 weeks but up to 8 weeks. In this case the sample fee was received on 10-23-13 and samples were delivered on 11-15-13. The customer was happy with those samples. See attachment entitled (Email 11-21).

 It would usually take their repy

at least 3-4 days to get back to me, and some times 1 full week.

[redacted]No argument here, with the number of moving pieces and level of internal action required among departments replies are not as quick as some customers may expect. Typically responses are 24 hrs or less. However, in this case the customer requested a major departure from the initial scope of the project (they wished to change the formulation from “No Water Base” as previously requested (see attached email entitled “09-21” to a water based formulation. Sales had been working with formulation to determine the feasibility of the request. We do not dispute that there could have been better external communication with regard to what was going on internally. Our sales team failed to communicate appropriately, the customer lost faith and a refund was issued.  

 It was at this point that I started to dig a little deeper. Healthy Solutions claims to be affiliated with the [redacted] which is a government agency in Washington DC that regulates the quality of ingredients and products in the vitamin and supplement. I called the [redacted], and received verified confirmation that Healthy Solutions was not a paying member of the [redacted]. THis is an agency that builds trust, and authenticity within the industry, and Healthy Solutions was claiming to be a member so that they could build trust to their customers like myself.Healthy Solutions midlead myself, with their claim in representing their own company, and in turn I misrepresented my company to my retail clients in writing, attempting to sell my product and my company advising that I was affiliated with a company that was pat of the [redacted].

[redacted]This is a nonissue. There were no misleading claims, representations or other. Our listing was under the parent company. The listing has been updated to avoid confusion in the future. Additionally, our listing with the [redacted] was and is under the name Healthy Solutions.

[redacted]This customer is obviously dissatisfied with the level of communication they received from a member of our sales team. Mistakes were made and a resolution in the form of a refund was issued. It’s unfortunate that the customer felt as though they must resort to extremes in an effort to receive a swift and appropriate resolution.  We’re an easy going customer focused company. The refund was issued prior to receipt of this complaint.