Impact Nutraceuticals

This customer response simply makes no sense. Please see previous response for written documentation of numerous examples of clear and conspicuous language disclosing the terms of the offer.
 
[redacted], on the other hand, presents no evidence nor any logical line of argument. As such, we continue to decline this request for refund.

Mr. [redacted] complains is factually false. He specifically ordered a monthly subscription, the terms of which are clearly displayed. Please see numerous examples below and attached. As such we will not grant a refund.
Main page [redacted]After the initial 14-day trial, we will send you a new supply eachmonth for the discounted price of $39.95 per month plus $9.95 S&H sothat the natural ingredients can continue to promote relaxation andemotional well-being. We recommend allowing [redacted] to work over 90 to 120days to allow the natural ingredients to gently calm anxious feelings,nervousness, and stress. But you can still cancel at any time with noquestions asked and never pay another penny.Bottom of every Placing an order indicates that you understand and agree to our Termsand Conditions. Signing up for our 14-Day Trial for $2.95 S&H alsoenrolls you in monthly automatic shipments of our product at the endof the free trial period for $39.95 plus $9.95 S&H each month. You maycancel your subscription at any time by contacting us by phone ore-mail.Terms also explained on order page (please see the order buttonsdelineating between subscription and non-subscription offers)[redacted]Terms and Conditions: (which must be clicked and agreed to prior to purchase.)
[redacted]These reiterated examples for the explanation of the product offeringdo not include the physical receipt itself which also clearly statesAuto-Ship.Further, under the Terms and Conditions (heading - Return Policy andOrder Cancellation):The free trial period is intended as a risk-free period to try ourproduct and see if it works for you. After the initial free trialperiod, we do not accept refunds or returns for additional shipmentsof our products.

This customer is continually misinformed. "Liable" is terminology in determining culpability. Libel is written dissemination of factually false claims. The First Amendment does not protect against libel as no rights are absolute ([redacted] vs. US.)
We have a recorded phone call from this customer during which she states she would falsify a complaint to the [redacted] that she had taken the product, and it made her ill. Impact reserves the right to apply legal remedies to any and all such illegal conduct.
The trace amounts of dye contained in the gelatin capsule which encapsulates the ingredients are clearly listed. Since the dye is only contained in the formation of the gelatin capsule itself, it is not an ingredient in the product. As such our product advertises truthfully that the product contains natural ingredients.
Lastly, all paperwork (in addition to clearly and transparently disclosed advertising materials at point of sale) is fully included with every package. 
This customer is simply repeating unsubstantiated claims whereas we provide hard evidence referencing the customer's actual buying experience and numerous disclosures of proper product presentation. Please see previous responses as well as attached for such evidence.
We ask that this customer in return provide one example of evidence supporting her claims or a single logical reason why the evidence presented does not apply to her case.

This customer specifically ordered, and benefited from, the monthly subscription we offer. The terms are made abundantly clear numerous times on the site. Please see below and attached for supporting documentation. As such, we cannot offer a refund.
Main page ([redacted])After the initial 14-day trial, we will send you a new supply eachmonth for the discounted price of $39.95 per month plus $9.95 S&H sothat the natural ingredients can continue to promote relaxation andemotional well-being. We recommend allowing [redacted] to work over 90 to 120days to allow the natural ingredients to gently calm anxious feelings,nervousness, and stress. But you can still cancel at any time with noquestions asked and never pay another penny.Bottom of every Placing an order indicates that you understand and agree to our Termsand Conditions. Signing up for our 14-Day Trial for $2.95 S&H alsoenrolls you in monthly automatic shipments of our product at the endof the free trial period for $39.95 plus $9.95 S&H each month. You maycancel your subscription at any time by contacting us by phone ore-mail.Terms also explained on order page (please see the order buttonsdelineating between subscription and non-subscription offers)http://[redacted]/order/Terms and Conditions: (which must be clicked and agreed to prior to purchase.)http://[redacted]/terms/These reiterated examples for the explanation of the product offeringdo not include the physical receipt itself which also clearly statesAuto-Ship.Further, under the Terms and Conditions (heading - Return Policy andOrder Cancellation):The free trial period is intended as a risk-free period to try ourproduct and see if it works for you. After the initial free trialperiod, we do not accept refunds or returns for additional shipmentsof our products.

Hello,
 
This customer has been in contact with our office and received an offer to recreate her buying experience through the website several times. Each time, this customer has refused. The offer is presented very clearly as a subscription. Please see examples below and...

attached. Additionally the disclaimer that the product reaches peak effectiveness in 90-120 days has no bearing on the validity of a trial offer presented to potential customers for 2.95 to make sure they feel some initial results.
 
As such, we cannot issue a refund to this customer.
 
Website examples:
 
Main page [redacted]
After the initial 14-day trial, we will send you a new supply each
month for the discounted price of $39.95 per month plus $9.95 S&H so
that the natural ingredients can continue to promote relaxation and
emotional well-being. We recommend allowing [redacted] to work over 90 to 120
days to allow the natural ingredients to gently calm anxious feelings,
nervousness, and stress. But you can still cancel at any time with no
questions asked and never pay another penny.
Bottom of every page:
Placing an order indicates that you understand and agree to our Terms
and Conditions. Signing up for our 14-Day Trial for $2.95 S&H also
enrolls you in monthly automatic shipments of our product at the end
of the free trial period for $39.95 plus $9.95 S&H each month. You may
cancel your subscription at any time by contacting us by phone or
e-mail.
Terms also explained on order page (please see the order buttons
delineating between subscription and non-subscription offers)
[redacted]
Terms and Conditions: (which must be clicked and agreed to prior to purchase.)
[redacted]
These reiterated examples for the explanation of the product offering
do not include the physical receipt itself which also clearly states
Auto-Ship.
Further, under the Terms and Conditions (heading - Return Policy and
Order Cancellation):
The free trial period is intended as a risk-free period to try our
product and see if it works for you. After the initial free trial
period, we do not accept refunds or returns for additional shipments
of our products.

Complaint: [redacted]
I am rejecting this response because: It is obvious from the businesses attachments, I would not have been able to receive the free trial offer without choosing the agreement.  In big letters on their web page, it states there is no need to buy the product in order to receive their free trial offer.  I would never have ordered the free trial if I knew it meant that I was automatically responsible for subsequent orders.  Once again, the ad is unclear and misleading.
Sincerely,
[redacted]

This customer's complaint is factually false in several respects. First, she ordered a 14 day trial with monthly subscription on 12/22/14 and was sent the next shipment on 1/10/15. Her subscription ended on 1/10. That is also the date of the next shipment. She did not contact us to cancel until she...

spoke with a representative on 1/15/15 at 4:26PM EST which was significantly outside the trial period. 
Her statement of the original purchase date as well as her accusation that she canceled during the trial period is blatantly false.
The terms are presented very clearly numerous times as well as reiterated on the checkout page. Please see attached checkout page.
As such we cannot offer a refund to this customer.
Thank you

This customer is the only customer in the company's history to complain that we are unreachable. We have two phone numbers, prominently displayed. We also have an email address, [redacted]. All methods of contact work and have worked since the company's inception without interruption.
Our company, as any company, has had consumer complaints in the past, but none of them have ever stated that our customer support is unreachable. That fact alone should cast doubt on the legitimacy of the complaint. The customer's allegations can quickly be proven false by anyone who simply picks up the phone to dial either number (we are available until 10PM EST) or send an email (most inquiries receive a response within 1 hour.)
As such, we refuse to grant a refund.

Please see the previous response for numerous examples of clear and conspicuous language disclosing the terms of the trial. We also equally present the product as a one time, full price supply for customers who do not want monthly recurring charges. No one "trapped" the client. In fact, it would be breach of contract for our company not to send this customer the product under the conditions he specifically ordered.
We have provided numerous specific examples of clear evidence in support of our position. Please see again below and attached. We ask that the customer present one piece of evidence in support of his.
Main page [redacted]After the initial 14-day trial, we will send you a new supply eachmonth for the discounted price of $39.95 per month plus $9.95 S&H sothat the natural ingredients can continue to promote relaxation andemotional well-being. We recommend allowing [redacted] to work over 90 to 120days to allow the natural ingredients to gently calm anxious feelings,nervousness, and stress. But you can still cancel at any time with noquestions asked and never pay another penny.Bottom of every page:Placing an order indicates that you understand and agree to our Termsand Conditions. Signing up for our 14-Day Trial for $2.95 S&H alsoenrolls you in monthly automatic shipments of our product at the endof the free trial period for $39.95 plus $9.95 S&H each month. You maycancel your subscription at any time by contacting us by phone ore-mail.Terms also explained on order page (please see the order buttonsdelineating between subscription and non-subscription offers)[redacted]Terms and Conditions: (which must be clicked and agreed to prior to purchase.)[redacted]These reiterated examples for the explanation of the product offeringdo not include the physical receipt itself which also clearly states[redacted]Further, under the Terms and Conditions (heading - Return Policy andOrder Cancellation):The free trial period is intended as a risk-free period to try ourproduct and see if it works for you. After the initial free trialperiod, we do not accept refunds or returns for additional shipmentsof our products.

Once again this customer's response makes no sense. We offer the product in two different ways as is stated in previous responses. The 14 day trial is never advertised as "free." It is a 14 day trial that is only available as a monthly subscription. 
 
For our clients who do not prefer monthly subscriptions, we also offer full price one time bottles.
 
We cater to both types of clients.
 
However, the customer is correct in that she expressly chose the 14 day trial and specifically requested the monthly subscription as a result since the trial is not offered any other way.
 
Since our business provides both options very clearly, we must continue to decline this customer's request for a refund.

The previous response is very detailed in the way in the product is offered as well as the return policy. This customer is significantly outside the trial period and therefore does not qualify for a refund (previous response states 5 different ways on the site in which we make this very clear.)
 
It is correct that in addition to clearly stated policies, we do not accept returns due to the possibility of tampering.
 
It is untrue, however, that this customer was not made aware of the return policy as well. In fact, this customer admits to being made aware of the return policy and why she does not qualify in her previous response. Her initial complaint states, "customers do not want to hear about policies."
 
Obviously this customer has been given every reason we cannot grant a refund and continues to ask for preferential treatment without any reasonable basis.
 
For all of these reasons, we must continue to decline her request.

Complaint: [redacted]
I am rejecting this response because: I am nor surprised about this companies response.  this is how they make their money.  Hundreds of companies today practice the same advertising schemes.  They rope you in with a trial period and then they begin their monthly charges counting on customers to either forget or not read or understand their advertising.  The response you received from them is canned, since I receive the same response word for word.  They also claim that all the complaints on internet are small minded people and it is no proof of the success of their product.  but, what they also don't truthfully say, that the list of their satisfied customers listed on their website are nothing but photos purchased for advertising purposes and fraudulent claims  that they write themselves to promote their product.  this is a well known fact in the advertising business today.  almost every other company buys these stock photos of models and they just post their photos on their website to claim success. so the same opposite argument goes the same way for them.  they claim that the complaints on the internet are of a small minority, but, what about their fraudulent advertising.  I am sure if you investigate the positive claims on their website, you will find that none of these people exist in reality as real consumers.  it's obviously clear that this company is clearly hiding behind their legal claims and will not refund any money to any one.  if you count that if they get to sell one month's supply for thousands of customers over 27 countries, they will be making millions of dollars on that alone.  god only knows how many people are not even aware that they are being charged monthly charges indefinitely.  I might have lost my battle in terms of getting a refund from this company.  however, I will continue my war with them and companies like them by using any legal means and internet advertising to warn others of their terrible customer service and unethical practices.  there are several websites online that allow consumer to write their negative opinions of these unethical companies.you would think, that a company that is worried about their reputation and are faithful about their product, that they will simply do anything to satisfy their consumers and avoid and negative publications.  however, all this company cares about is their bottom line which is $$$.  I wonder whatever happened to: "The customer is always right."thank you again for your help into looking in this mater.  this has certainly been a good lesson learned.
Sincerely,
[redacted]

This customer's complaint does not make much sense, so I am at a loss as to how to respond. First, the customer states that a nutritionist, naturopath, and physician recommended the ingredients in the product (which are rigorously tested by our lab to GMP standards.) However, the customer then...

accuses us very vaguely of "fraud." The customer then states that she knowingly signed up to have the product delivered monthly and was aware of the terms and conditions excluding returns. 
The first segment of her complaint contradicts everything that follows. By the customer's own admission the terms were clearly understood.
The customer complains that we received product due to a residence move, but we have not received any product from her account. It is true that the customer called us in January of 2015 stating that she did not receive the most recent shipment. We took the customer's word despite the lack of any supporting documentation and shipped the customer a new bottle to an updated address. 
We did not hear from the customer after taking such action. Nearly 9 months later, the customer re-appears demanding a refund of 3 bottles (even though she earlier stated that she understood that we do not accept returns.)
The customer's main complaint seems to be she feels entitled to special treatment due to a "disability" and an "abusive" relationship. While we are sorry to hear of any personal hardships, we do not grant preferential treatment to any individuals based on race, gender, religion, disability, or any other protected class. To do so is not only illegal but morally reprehensible. 
To reiterate, we will not grant preferential treatment to any customer based on a protected class, a self-diagnosed "disability," or a self-characterized "abusive relationship."
This entire complaint reads far more as a cry for help to a therapist who is not emotionally attentive enough for patient's desires, then it does a logical argument from a customer to a business.
Because this situation occurred almost 9 months ago, received prompt attention despite a lack of documentation, and is still entirely undocumented, we must decline this customer's request for a refund.
We would like to encourage this customer to move on with her life, take accountability for her actions, appreciate the immediate attention we showed to the situation when it first occurred, and direct her attention to matters in her life that were not previously resolved over 9 months ago.

This customer's accusations are simply untrue. We have had numerous correspondence with this customer. Initially she stated that she thought she had canceled her subscription, but now wanted to be certain the subscription is canceled. We immediately complied, and the customer received a cancellation...

email the same business day.
Several weeks later, the customer contacted us again and changed her complaint to say that she never ordered a monthly subscription. We make the offer very clear and sent screenshots of the website disclosing numerous times the terms of the offer. When presented with this evidence, the customer then stated she will simply knowingly file a fraudulent dispute with her financial institution. She was advised that knowingly filing a fraudulent dispute is known as "friendly fraud" and may have legal consequences in her jurisdiction. In either case, the customer was advised that this correspondence will be forwarded to her financial institution to expose her fraud and reverse the unsubstantiated dispute. 
This Revdex.com complaint is the first she has made mention of an initial email sent to cancel her subscription. We welcome her to forward this email (time and date stamped) to our business email for further investigation.
The terms of the offer and return policy are made explicitly clear numerous times. Examples are included below and attached.
Lastly, to address the red herring attack of numerous complaints, [redacted] has conducted business for over 4 years and amassed over 10,000 customers. Revdex.com complaints reflect a very small minority of customers who simply do not read the numerous disclosures of the trial offer.
Please see below and attached:
Main page ([redacted])After the initial 14-day trial, we will send you a new supply eachmonth for the discounted price of $39.95 per month plus $9.95 S&H sothat the natural ingredients can continue to promote relaxation andemotional well-being. We recommend allowing [redacted] to work over 90 to 120days to allow the natural ingredients to gently calm anxious feelings,nervousness, and stress. But you can still cancel at any time with noquestions asked and never pay another penny.Bottom of every page:Placing an order indicates that you understand and agree to our Termsand Conditions. Signing up for our 14-Day Trial for $2.95 S&H alsoenrolls you in monthly automatic shipments of our product at the endof the free trial period for $39.95 plus $9.95 S&H each month. You maycancel your subscription at any time by contacting us by phone ore-mail.Terms also explained on order page (please see the order buttonsdelineating between subscription and non-subscription offers)http://[redacted]Terms and Conditions: (which must be clicked and agreed to prior to purchase.)http://[redacted]These reiterated examples for the explanation of the product offeringdo not include the physical receipt itself which also clearly statesAuto-Ship.Further, under the Terms and Conditions (heading - Return Policy andOrder Cancellation):The free trial period is intended as a risk-free period to try ourproduct and see if it works for you. After the initial free trialperiod, we do not accept refunds or returns for additional shipmentsof our products.Thank you

Complaint: [redacted]
I am rejecting this response because: I was sent an email regarding my request for a refund and they never mentioned in that email that they couldn't refund my money due to policy reasons. They stated that it was due to them not knowing if the product had been tampered with! I have the proof that their product hasnt been tampered with because the seal is still on both bottles. Now they want to say I want preferential treatment...no that isnt the case! I just want my refund for a product I never even used! Its that simple! I will not settle with their response! They are ripping me off by using their policies as excuses! I want my refund back period! These products they sent me have never been used. Like I said they still have the original seal on the cap of the bottles! Why am I being charged for a product I havent even used! I am more than positive this company has made enough money that giving me a refund will in no way affect their busines! They are in no way taking care of a customer like they claim to do so on their website! I need my money back plain and simple! 
Sincerely,
Melissa [redacted]

The customer himself admits that the product is presented properly (although without due diligence as he does not seem to have referenced the site himself.) We try to make the product presentation as well as the return policy very clear in numerous places on the site. We state it no less than 5...

times before an order may be placed in addition to requiring a customer to check the box "I agree to the terms and conditions of this sale."
 
As such, we cannot issue a refund. Please see below for numerous examples taken from the site:
 
Main page (www.a2xanxiety.com)
After the initial 14-day trial, we will send you a new supply each
month for the discounted price of $39.95 per month plus $9.95 S&H so
that the natural ingredients can continue to promote relaxation and
emotional well-being. We recommend allowing A2X to work over 90 to 120
days to allow the natural ingredients to gently calm anxious feelings,
nervousness, and stress. But you can still cancel at any time with no
questions asked and never pay another penny.
Bottom of every page:
Placing an order indicates that you understand and agree to our Terms
and Conditions. Signing up for our 14-Day Trial for $2.95 S&H also
enrolls you in monthly automatic shipments of our product at the end
of the free trial period for $39.95 plus $9.95 S&H each month. You may
cancel your subscription at any time by contacting us by phone or
e-mail.
Terms also explained on order page (please see the order buttons
delineating between subscription and non-subscription offers)http://www.a2xanxiety.com/order/
Terms and Conditions: (which must be clicked and agreed to prior to purchase.)http://www.a2xanxiety.com/terms/
These reiterated examples for the explanation of the product offering
do not include the physical receipt itself which also clearly states
Auto-Ship.
Further, under the Terms and Conditions (heading - Return Policy and
Order Cancellation):
The free trial period is intended as a risk-free period to try our
product and see if it works for you. After the initial free trial
period, we do not accept refunds or returns for additional shipments
of our products.

As previously stated, we are not responsible for this customer's misreading of the terms. The terms are made exceptionally clear and transparent. We are also not responsible for an individual's timeline of consumption. In fact, we offer the full price supply exactly for that purpose. 
This client did benefit from the price of the trial. She specifically ordered monthly subscriptions. It would be breach of contract if we did not send to her the product she ordered.
As far as other negative reviews, it is always a very weak argument to lean on the unsubstantiated opinions of others rather than logic or fact. We have over 10,000 satisfied customers in 27 different countries. Surrounding oneself with the small minority of the wrong-minded, does not make one's assumptions correct.
The facts of clear presentation and specific order stand for themselves. This customer does not present any line of logical argument.  As such, we will not grant a refund.

First, [redacted] never makes any claims to prevent, cure, or treat any disease and draws no comparisons to pharmaceutical medication. These disclosures are printed on every page of the website at [redacted].
Second, this customer makes several statements which are factually false....

We have two recorded conversations with this customer during which she threatens to falsify complaints to government regulatory agencies claiming the product made her ill when she had previously (and in this complaint) admitted that she never consumed the product. We responded that we have a zero tolerance policy for blackmail, and no refund will be granted. The customer then stated that our advertising was deceptive and that she would post factually false information on review websites stating her credentials as a "nutrition expert" and with "any other government agency" she could find. 
We responded that making factually false and defamatory comments falls under libel and will be appropriately prosecuted by both civil and criminal means. [redacted] maintains this position.
Lastly, the trial and terms are presented very clearly (more so with a mobile site as there is limited space.) The paperwork accompanying the product also clearly states, "auto-ship program." Please see below and attached for numerous examples. Everything is stated clearly, transparently, and repeatedly:
Main page ([redacted]After the initial 14-day trial, we will send you a new supply eachmonth for the discounted price of $39.95 per month plus $9.95 S&H sothat the natural ingredients can continue to promote relaxation andemotional well-being. We recommend allowing [redacted] to work over 90 to 120days to allow the natural ingredients to gently calm anxious feelings,nervousness, and stress. But you can still cancel at any time with noquestions asked and never pay another penny.Bottom of every page:Placing an order indicates that you understand and agree to our Termsand Conditions. Signing up for our 14-Day Trial for $2.95 S&H alsoenrolls you in monthly automatic shipments of our product at the endof the free trial period for $39.95 plus $9.95 S&H each month. You maycancel your subscription at any time by contacting us by phone ore-mail.Terms also explained on order page (please see the order buttonsdelineating between subscription and non-subscription offers)
[redacted]Terms and Conditions: (which must be clicked and agreed to prior to purchase.)[redacted]These reiterated examples for the explanation of the product offeringdo not include the physical receipt itself which also clearly statesAuto-Ship.Further, under the Terms and Conditions (heading - Return Policy andOrder Cancellation):The free trial period is intended as a risk-free period to try ourproduct and see if it works for you. After the initial free trialperiod, we do not accept refunds or returns for additional shipmentsof our products.

Complaint:[redacted]
I am rejecting this response because:
1. I did not see anything other than this cured anxiety. I have severe mental illnesses and was looking for real help. I can barely afford my real medications so I certainly can't afford to buy their mineral and vitamin blend.
2. I had no idea I was getting into a subscription as I cannot afford subscriptions.
3. I got married on the 24th of December, 2014 and did not even think about anything else. My husband told me I was being scammed.
4. I have not even tried the sample product at this point!
5. They are taking advantage of ill people that, when ill, make irrational and unacceptable decisions. Do you think people that want to commit suicide are rational thinkers?
6. I have not received any other shipments other than the trial bottle containing 30 capsules, so why should I pay for something I did not receive!
Sincerely,
[redacted]

The trial is clearly presented as a monthly subscription for which we do not provide returns after the trial period has elapsed. In the case of this customer, the trial is significantly expired. 
 
We do try to make the policy very clear numerous times (please see below...

and attached.) As such, we are unable to grant this customer's request.
 
Main page ([redacted])
After the initial 14-day trial, we will send you a new supply each
month for the discounted price of $39.95 per month plus $9.95 S&H so
that the natural ingredients can continue to promote relaxation and
emotional well-being. We recommend allowing [redacted] to work over 90 to 120
days to allow the natural ingredients to gently calm anxious feelings,
nervousness, and stress. But you can still cancel at any time with no
questions asked and never pay another penny.
Bottom of every page:
Placing an order indicates that you understand and agree to our Terms
and Conditions. Signing up for our 14-Day Trial for $2.95 S&H also
enrolls you in monthly automatic shipments of our product at the end
of the free trial period for $39.95 plus $9.95 S&H each month. You may
cancel your subscription at any time by contacting us by phone or
e-mail.
Terms also explained on order page (please see the order buttons
delineating between subscription and non-subscription offers)
[redacted]
Terms and Conditions: (which must be clicked and agreed to prior to purchase.)
[redacted]
These reiterated examples for the explanation of the product offering
do not include the physical receipt itself which also clearly states
Auto-Ship.
Further, under the Terms and Conditions (heading - Return Policy and
Order Cancellation):
The free trial period is intended as a risk-free period to try our
product and see if it works for you. After the initial free trial
period, we do not accept refunds or returns for additional shipments
of our products.