Hi-Health

Horrible service. Called and spoke with a Vicki who was absolutely rude. Almost a week later and my order still hasn't shipped. No answer on when it will.

On 04/18/2014 Hi-Health received a Revdex.com complaint requesting a “Delivery of  web transaction that was authorized and accepted on 3/21/2014” by the complaintee who, for her protection, we will anonymously identify her in this response as “Ms. [redacted]”. Ms. [redacted]’s complaint relates to a product she...

placed an order authorization from [redacted] on 3/21/2014 subject to availability of the product and additional shipping requirements.

Ms.  [redacted] placed a transaction for 48 units of [redacted] soda 6 pack for a total of $203.51 (including shipping and a new customer discount of $10).

$203.51 was authorized on the Credit Card (not billed yet, subject to review and availability of the authorized merchandise).  However, upon review by Hi-Health Customer Service, it was determined that due to a system error, the transaction was accepted despite the restriction of 4 units (maximum allowed shippable quantity).

Hi-health customer service tried to reach Ms. [redacted] over phone with following information on 3/27/2014:

“We are unable to ship the 48 units that you have authorized on the web because of several reasons –

1. Allowable units to ship in a web transaction for overweight items is only 4

2. We are short in available quantity to fulfill your request

3. Hence, we would like to amend the authorization to reduce the quantity to 4 units and respectively reduce the order total and ship the amended order, Or, you have a choice to cancel the order in full. We will wait for you instructions till the original authorization expires, at which point the transaction will be automatically cancelled.

Ms. [redacted] responded back to email on 4/1/2014 after the original transaction had already expired and demanded the original transaction to be honored and deliver the goods.

Ms. [redacted]’s grievance is twofold: (i) She claims she was misled in our advertising terms, and (ii) she claims she was denied a delivery of order that she deems we offered her in the first place.

When a customer places a transaction on [redacted] for 1 or more items on the web, they agree to the terms of order, which clearly states that the transaction on the web is subject to review for availability of the merchandise and any additional shipping requirements and their order may be modified. In this case Hi-Health customer service reviewed the transaction and determined that only 4 units could be billed for and shipped or customer has the option to cancel the transaction or do nothing to cancel the transaction. This was notified to the customer via voice message and emails for instructions.  Customer insteaddemanded that her transaction be approved per original instructions and delivered to her. At this point, hi-health customer had no choice but to cancel the transaction and release the authorization on her credit card.

Hi-Health values Ms. [redacted]’s patronage and we believe her grievance was filed in good faith. As a gesture of good faith in this instance, hi-health will offer the customer to ship the 4 units and charge the customer no shipping fee if customer choses to place a new transaction.

Sincerely,

Hi-Health Supermart Corporation

I placed my order online and the website indicated the product was in stock. I called shortly thereafter to confirm and after some research customer support indicated that yes the product was in stock with one of their distributors and would be shipped shortly. I then received an email indicating my order was shipped however the item on the email was not the item I ordered. So I called a second time and customer support assured me my order was shipped and the item on the email was a sample. The next day I emailed Hi Health and asked for a tracking # since I hadn't been supplied with one. This time they responded and said the item had been discontinued and so they were processing a refund. I am now awaiting my refund and hope it will be taken care of today. Very frustrating experience, I would not order from this company again, not because the item was discontinued but because of their poor customer service. Twice I was either lied to or given incorrect information either way it makes for an unreliable and untrustworthy company.

The undersigned had a conversation on the evening of 6/23 with the Complainant. The Complainant stated that she filed this complaint on behalf of a superior at her place employment who placed an order on www.hihealth.com for eleven boxes of...

Quest Nutrition Bars (132 bars) and four boxes of Quest Nutrition Chips (32 bags).The Complainant's superior initially claimed that he failed to receive eight of the eleven boxes of Quest Bars that he ordered. Hi-Health has in its possession of three signed UPS receipts proving the entire order was received by the Complainant's boss within five business days following his order.
The Complainant admitted to the undersigned on 6/23 that her boss did indeed receive the complete order; Apparently the eight boxes of Quest Bars that seemed to be missing were misplaced in the basement of the boss's' apartment building. 
During the complaint process Hi-Health refunded the sum of $179.72 to the Complainant's boss, giving him the benefit of any doubt. Based on the Complainant's admission it appears her boss owes HI-Health $179.72 due to the un-justified refund he received.

On 04/18/2014 Hi-Health received a Revdex.com complaint requesting a “Delivery of  web transaction that was authorized and accepted on 3/21/2014” by the complaintee who, for her protection, we will anonymously identify her in this response as “Ms. [redacted]”. Ms. [redacted]’s complaint relates to a product she...

placed an order authorization from [redacted] on 3/21/2014 subject to availability of the product and additional shipping requirements.

Ms.  [redacted] placed a transaction for 48 units of [redacted] soda 6 pack for a total of $203.51 (including shipping and a new customer discount of $10).

$203.51 was authorized on the Credit Card (not billed yet, subject to review and availability of the authorized merchandise).  However, upon review by Hi-Health Customer Service, it was determined that due to a system error, the transaction was accepted despite the restriction of 4 units (maximum allowed shippable quantity).

Hi-health customer service tried to reach Ms. [redacted] over phone with following information on 3/27/2014:

“We are unable to ship the 48 units that you have authorized on the web because of several reasons –

1. Allowable units to ship in a web transaction for overweight items is only 4

2. We are short in available quantity to fulfill your request

3. Hence, we would like to amend the authorization to reduce the quantity to 4 units and respectively reduce the order total and ship the amended order, Or, you have a choice to cancel the order in full. We will wait for you instructions till the original authorization expires, at which point the transaction will be automatically cancelled.

Ms. [redacted] responded back to email on 4/1/2014 after the original transaction had already expired and demanded the original transaction to be honored and deliver the goods.

Ms. [redacted]’s grievance is twofold: (i) She claims she was misled in our advertising terms, and (ii) she claims she was denied a delivery of order that she deems we offered her in the first place.

When a customer places a transaction on [redacted] for 1 or more items on the web, they agree to the terms of order, which clearly states that the transaction on the web is subject to review for availability of the merchandise and any additional shipping requirements and their order may be modified. In this case Hi-Health customer service reviewed the transaction and determined that only 4 units could be billed for and shipped or customer has the option to cancel the transaction or do nothing to cancel the transaction. This was notified to the customer via voice message and emails for instructions.  Customer insteaddemanded that her transaction be approved per original instructions and delivered to her. At this point, hi-health customer had no choice but to cancel the transaction and release the authorization on her credit card.

Hi-Health values Ms. [redacted]’s patronage and we believe her grievance was filed in good faith. As a gesture of good faith in this instance, hi-health will offer the customer to ship the 4 units and charge the customer no shipping fee if customer choses to place a new transaction.

Sincerely,

Hi-Health Supermart Corporation

Customer service in the stores is very good. Never a problem. Calling the customer support line is another story. I find the CSR's to be rude and condescending, but it must be because they have no knowledge of their own products. Just wait to call the store. If someone in corporate reads this, teach your CSR's some customer service skills. Sometime customers ask stupid questions, you do t make them feel more stupid than before they called.

Review: On 03/21/14 I placed an order with this company for $203.51. The order consisted of 48 six packs of gingerale, or 12 cases. This company called me on approximately 03/31 stating that they have my merchandise in stock, but would not ship it to me unless I paid $21.99 extra in shipping costs PER CASE to ship my items. I emailed them and said that this sounds like there is an error, because other competitors will ship the same product to me for a total of $23.00 with no extra fees. I placed this order with them because their cost was lower (the item was on sale) of $17.00, but instead of $17.00 they now wanted me to pay $39.00 per case! Their customer service manager directed me to their shipping costs page, which explains that additional postage may be required if the item is above a certain weight.

I agreed with that - according to that page, it states that there is free shipping for orders over $49.00. It also states "Any order whose total aggregate weight exceeds 5 lbs from products such as case quantities of drinks and bars may incur additional shipping & handling charges." Their shipping chart shows extra shipping is due on orders over 5 lbs. - it shows that orders of 20 lbs. ship for an extra of $21.99, and I did in fact did pay that extra shipping charge as part of my order.

That same page also reads: "Oversize/Overweight Shipping: Due to the size or weight of certain products, additional shipping & handling charges may be incurred at time of shipment. On our site this distinction is noted in the item's description. Any order whose total aggregate weight exceeds 5 lbs may incur additional shipping & handling charges."

The item I ordered does NOT show any oversize/extra shipping distinction in the description, and as a matter of fact - it shows that this item is eligible for FREE shipping if I put it on auto ship.

I followed every statement on their website per the item description, and I did pay an extra shipping charge. I ordered this item in good faith and paid the shipping costs presented when completing my order, and this company should fulfill their part of the bargain.

After repeated requests for a shipping update, they have ignored all requests and have not responded to any emails (4/1, 4/4, 4/15).

I expect them to honor my order as it was submitted and paid for correctly. Their website, item description page and shipping costs page are exactly the same today as they were on 03/21 - this tells me that they are ready and willing to accept other customers' orders and try and change their shipping costs after the fact as well as inflating them to more than double the total item cost.

Contracts are agreements that are legally enforceable - there is the promise to give consideration in return for actual performance. HiHealth voluntarily made me a legal offer, and they are bound to its terms since I as the other party accepted this offer. If I place another order today, I would be given the same terms.

If in the future they want to change their policies, they are free to do so, but I expect this company to honor it's contract with me and ship my order as it was placed on 03/21, and as it would be the same terms if I ordered this today, 04/18. I will continue to pursue this matter to ensure a legally correct outcome.Desired Settlement: Delivery of order - all terms were met by me in accordance to their website item description and shipping/handling page (which I was directed to review per this site's Customer Service manager, "[redacted]"). I should not be required to pay any additional charges after the fact when all agreements were already met.

Business

Response:

On 04/18/2014 Hi-Health received a Revdex.com complaint requesting a “Delivery of web transaction that was authorized and accepted on 3/21/2014” by the complaintee who, for her protection, we will anonymously identify her in this response as “Ms. [redacted]”. Ms. [redacted]’s complaint relates to a product she placed an order authorization from [redacted] on 3/21/2014 subject to availability of the product and additional shipping requirements.

Ms. [redacted] placed a transaction for 48 units of [redacted] soda 6 pack for a total of $203.51 (including shipping and a new customer discount of $10).

$203.51 was authorized on the Credit Card (not billed yet, subject to review and availability of the authorized merchandise). However, upon review by Hi-Health Customer Service, it was determined that due to a system error, the transaction was accepted despite the restriction of 4 units (maximum allowed shippable quantity).

Hi-health customer service tried to reach Ms. [redacted] over phone with following information on 3/27/2014:

“We are unable to ship the 48 units that you have authorized on the web because of several reasons –

1. Allowable units to ship in a web transaction for overweight items is only 4

2. We are short in available quantity to fulfill your request

3. Hence, we would like to amend the authorization to reduce the quantity to 4 units and respectively reduce the order total and ship the amended order, Or, you have a choice to cancel the order in full. We will wait for you instructions till the original authorization expires, at which point the transaction will be automatically cancelled.

Ms. [redacted] responded back to email on 4/1/2014 after the original transaction had already expired and demanded the original transaction to be honored and deliver the goods.

Ms. [redacted]’s grievance is twofold: (i) She claims she was misled in our advertising terms, and (ii) she claims she was denied a delivery of order that she deems we offered her in the first place.

When a customer places a transaction on [redacted] for 1 or more items on the web, they agree to the terms of order, which clearly states that the transaction on the web is subject to review for availability of the merchandise and any additional shipping requirements and their order may be modified. In this case Hi-Health customer service reviewed the transaction and determined that only 4 units could be billed for and shipped or customer has the option to cancel the transaction or do nothing to cancel the transaction. This was notified to the customer via voice message and emails for instructions. Customer insteaddemanded that her transaction be approved per original instructions and delivered to her. At this point, hi-health customer had no choice but to cancel the transaction and release the authorization on her credit card.

Hi-Health values Ms. [redacted]’s patronage and we believe her grievance was filed in good faith. As a gesture of good faith in this instance, hi-health will offer the customer to ship the 4 units and charge the customer no shipping fee if customer choses to place a new transaction.

Sincerely,

Hi-Health Supermart Corporation