Keating Brokerage

Our customer, [redacted], placed an order for 1 of JOHNSON'S Baby Creamy Oil, Cocoa & Shea Butter 8 oz on 8/*/2016 through [redacted].The order was fulfilled by us at Pharmapacks, and was shipped in a timely manner on 8/*/2015 with tracking [redacted] Mail Innovations tracking...

ID [redacted]. Unfortunately, at this time the tracking number is no longer valid, but the customer did confirm delivery.We did not hear from the customer until 3/**/2016, over 7 months from the original date of shipping and delivery, requesting to return the item. Unfortunately, as per our return policy listed on [redacted], we only accept returns within 30 days from the date of delivery. Here is our return policy, as shown on [redacted]:Pharmapacks LLC Return PolicySorry for your return! All product returns must be in unopened, unused and salable condition upon arrival at our warehouse within 30 days of delivery in order to receive a refund. Any products that have been opened or used will be refunded less a 15% restocking fee. Any package that is refused or undeliverable due to insufficient address is also subject to 15% restocking fee. Please include a copy of your order invoice or order number in your returning package. Please send returns to: Pharmapacks, LLC [redacted] Attn: RETURNS DEPARTMENT If you feel there is an issue with your original shipment, please contact us with any return-related questions at ###-###-####. Thanks!This information is visible on any of the item we sell by clicking the return policy option next to our name. Here is the link for the specific item purchased by the customer last August: [redacted]We unfortunately are unable to assist with a return authorization and refund for this item, as it was confirmed delivered well over 30 days ago. Furthermore, the system we use to manage information and payments for [redacted] orders, called Channel Advisor, does not allow us to edit, cancel, or refund order beyond a certain date of their inception, usually 180 days. The customer's order, [redacted], no longer appears in our system at all, meaning we are unable to issue a refund or accept the return at all.Our return policy is clearly listed on [redacted]'s website. We apologize that we are unable to assist the customer any further, but it is beyond the 30 day return period and our system will not allow us to do anything with this order anymore. -Pharmapacks Customer Care

Hello, We’re sorry for any inconvenience that the customer has faced with the shipping of this order. On October * 2016, a rep explained that the order was completely ready and was just simply waiting for shipment in response to the customer's inquiry as to when shipment of the package would...

take place. On October *, the customer reached out again simply requesting a refund for their order for $52.29, which was issued on 10/*/2016 at 12:33 PM EST  (see pictured below)  and was advised through our messaging system  to please  give it 3-5 business days to see the amount reflected back onto their original form of payment depending on their banking system. The customer then reached out again on October * at 7:32 PM EST, inquiring when their order would be shipped, after initially requesting a refund. If the customer is still having any trouble or needs a bit more clarity, we will be more than glad to answer any questions if they’d like to reach out to us. Thank you,

Hello,We at Pharmapacks are currently a marketplace seller on [redacted]. We sell several items that [redacted] directly sells as well, along with item that [redacted] does not have. The customer, [redacted], placed an order with us through [redacted] on 10/**/2015 for 1x Baby Magic Gentle Hair &...

Body Wash, Soft Powder Scent 30 oz, which was listed at $10.85 with no shipping costs. The order was shipped on 10/** in a timely manner with [redacted] tracking ID [redacted], and was confirmed delivered on 10/**/2015 at the customer's address.We did not hear again from the customer until today, 11/**/2015. She stated that she ordered 2 and that the price should have been under $4.00. We confirmed all her information that indicated she only purchased 1 bottle of the item, and that it was fulfilled and shipped by us at Pharmapacks. We then confirmed that the price paid was accurate for 1 item, and that any other prices she may have seen on [redacted].com were being fulfilled by another seller, in this case [redacted] themselves.We have been able to confirm that [redacted] currently has this listing up for a different price than we do, which can currently be viewed at this URL: [redacted]. However, [redacted] has restrictions on their shipping costs and charges may have applied if the customer bought it from [redacted] directly. As can be seen though, the customer must choose which seller they purchase from, and in this case the item was purchased from us at Pharmapacks for the price that was listed, $10.85. The customer should have received an automated email from [redacted] indicating tjhat this item was being sent from a marketplace seller, not [redacted], and the amount and price would be clearly visible: 1 bottle for $10.85, no shipping charges.Unfortunately at this time, we cannot honor any refund or ship any additional bottles because the customer is comparing the price they paid for an item shipped by us to the price displayed by another seller, [redacted]. The customer's invoice clearly indicated how many they ordered and the price that was charged on the date of their order, 10/**/2015, and unless their was an error with [redacted] sending us the wrong information, only 1 bottle was purchased. We sincerely apologize for this confusion.-Pharmapacks Customer Care

We communicated with the Customer Care representative mentioned. She informed us she discussed the price discrepancies and thought the issue was resolved through her explanation. We now understand this was not the case. Although we work to correct these issues as soon as customers reach out, it does take a little time to get the issue fixed. As mentioned in [redacted] policies, pricing errors may occur on the [redacted] site (please see attached). We again truly apologize for the miscommunication and inconvenience you have faced through this. As mentioned, we have already refunded the product. We value your feedback and hope you will allow us the opportunity to redeem ourselves in the future. Thank you,

Due to the rarity of this situation, we reached out to the customer separately. A full refund was issued with our apologies due to the late fulfillment and negative experience. In regards to the immediate charge, our terms and conditions clearly state, "Payment is taken immediately at time of...

purchase."

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

Good Morning, I filed a complaint against Pharmapacks yesterday it could be the number above or [redacted]. I also let [redacted] know the situation too since it is one of their distributors/partners.  [redacted] gave me a $5.00 gift card. I’m happy with that but Pharmapacks wouldn’t do anything. The company still needs to be checked out, they are terrible with jumping prices up that high.  Item was 3.87 at [redacted] they charged me $10.85 same item!! It was just baby body wash!!! Please look into this company. Thanks [redacted],  you can reach if necessary at [redacted]
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

Hello, A full refund has been issued for this customer's order of $36.53. We sincerely apologize for any inconvenience a delay has caused; the [redacted] return label we sent the customer indicates the item was returned to our warehouse returns department as of [redacted], but our returns department has yet to receive this package for processing. As we have a confirmed delivery, we have issued a full refund for the customer's order through [redacted]'s payment system. This refund should be visible on the customer statement within the next 1-3 business days, and they will be receiving a confirmation email of the refund from [redacted]. -Pharmapacks Customer Care

Hello, The customer, [redacted], first contacted us on 1/**/2016 regarding an issue with the item she received,  Blue Magic Organics Super Sure Gro, 12 oz. This order was placed on [redacted] and fulfilled by us at Pharmapacks; [redacted] currently has several marketplace sellers who sell...

on the [redacted] website. These items do not come directly from [redacted], but other third party sellers.Neither [redacted] nor Pharmapacks are the actual makers of this particular product, and it is produced by the company Blue Magic. The items and manufacturer can be found at [redacted].The customer notified us that the product had damaged their hair. We supplied the customer with our return policy, which is visible on [redacted]'s listing for this product at [redacted].The customer spoke with our representative Bonita, who explained the situation regarding the return. When asked to speak with a supervisor, the customer was transferred to the correct phone, but no voicemail was left in regards to the order. The customer then spoke with us through our live chat system, but due to a simple spelling error of the representatives name, there was confusion about who was spoken to on the phone. We sincerely apologize for this mix up, as it could have been easily resolved had our representative realized what the customer was asking, having already spoken with them earlier.At the customer's request, a full refund was issued for their order of $6.29, through [redacted]. The customer should have received a confirmation email regarding the cancellation and refund on 1/**/2016. The representative in question that spoke with the customer has been reprimanded and is currently on a probationary period to determine whether they will continue to work here.We again sincerely apologize for this confusion. In regards to the product, we recommend the customer contact the actual manufacturer regarding the allegations of false advertising in their product names and ingredients. The manufacture's contact information can be found at :[redacted]. We are currently looking into our distributors of these products to see if further complaints have been made about them.Chris S[redacted]Customer Care Supervisor, Pharmapacks LLC.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.
Sincerely,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.
Sincerely,
[redacted]
The company is in error, they have not sent an email making any offers, however, I would like a full refund and a return label.

Hello,  As of 10/*/2016, the customer has been issued a full refund of $3.92, for one GUM Stimulator. We guarantee that all of our products are 100% authentic as we receive all our merchandise from the largest distributors in the country alongside credible product manufacturers, so we...

apologize for any inconsistency that the customer may have seen with their item. We're not too sure if the customer had tried reaching out to us from a different email than the one specified here and on their order information, but up until today through the Revdex.com claim, we have not received any correspondence from them. Nonetheless, we have issued a full refund with our sincerest apologies for the inconvenience faced. We assure this isn't our normal way of doing business, and always want our customers to have a great shopping experience with us!

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

The referenced listing was not removed until October **. The Oster hair clippers are now listed as having been sold out, to give the illusion that Pharmapacks actually sold them at the bargain $9.17 price. I find it hard to believe that I am the only person who ordered this so-called bargain. I suspect that Pharmapacks has pulled this bait and switch deal through other listings, but of course I cannot prove it.
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because They have not been entirely truthful.  On the day of the complaint the business did refund me my monies in entirety; however, their dishonest lies in where they placed the blame.  I did not receive my information from [redacted] but from the tracking information received from the [redacted].    The business did not ship out my items until after I went through [redacted] to demand a refund, and did not respond or refund my monies until after I failed a complaint with you.  While I am satisfied that they have refunded me my monies, I am not satisfied as the business still has a favorable credit rating when they fail to provide favorable services to their customers.   The business should not have an A plus business status with the Revdex.com (or any other service) as they are slow to ship out items (over three weeks after purchase), and they fail to respond to customer requests at all.   
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

Customer placed order on 9/**/2016 2:09:14 PM. After receiving the order the customer reached out to us on October [redacted] with the following message: [redacted]...

[redacted]" We do not send old or used items to customers. When a customer returns a used item, we simply discard of the item. We purchase from the largest distributors in the country as well as manufacturer direct and keep a low inventory to ensure our customers are receiving fresh items. We have sold over 10,000 units of this product without a complaint. We of course understand that items can arrive defective directly from our distributors and that items can arrive damaged to the customer and would have been more than willing to send the customer a replacement or a refund. We replied to the customer on October [redacted] with the following message: "[redacted]". The customer sent us pictures of the damaged items on October *, 2016 8:36 PM and we replied on October *, 2016 6:20 AM with the following message: "[redacted]. Per our policy, stated in our Amazon Seller profile, (Please see attached) we require pictures for any damaged or defective items.  The customers order is currently being processed and will be sent out again as a replacement, as they requested.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.
Sincerely,
[redacted]

Hello [redacted], We sincerely apologize for any inconveniences you may have experienced with your order. On our end we see that you initially reached out on 1/**/2017, where is was agreed that your order would be shipped out partially. When you had reached out again on 1/**/17, the second...

representative assisted in providing two of the available tracking numbers attributing to your order at that point in time. On 2/*/2017, you established with a third representative that you did not receive any of the four packages shipped out from our facility, and were advised that a claim would be opened with [redacted] in order to conduct a missing package investigation as all had been determined to have been delivered. You were also advised that filing a police report would be beneficial to the case as per policies, [redacted] will request that they be attached to missing package claims. As indicated, you must file a police report in order to continue correspondence.   Please refer to our terms and conditions which you agreed to while placing your order:Also found here -- [redacted]Here are the links for you to file a claim on your end. [redacted]Here is a link of the police departments in your area:[redacted]We truly apologize for the inconvenience and appreciate your patience. We look forward to receiving the police report.Thank you,Pharmapacks Customer Care

Hello,We have reached out to the customer with our sincerest apologies and thanked them for bringing this case to our attention. We have refunded the customer fully in efforts to make up for this error. Again, we truly apologize for the inconvenience the customer had to endure. Thank...

you,Pharmapacks Customer Care

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

  
 Hey Pharmapacks,You should put "As stated per our policies, processing and shipping time that we give [redacted] and [redacted] together take around 8-9  business days (this does not include weekends.)" on your main page and see if there will be anybody shop at Pharmapacks anymore. After you made a mistake and now you are telling me your policies say that it will take 8-9 business days to ship customers' orders, this is insane. Seriously????I placed an order with you and another order with Jet on the same day, and I received my order from Jet on Monday, and on that day you guys did not even ship my order yet?! Seriously???? The quality of the services are obviously different here. I will definitely share my experiences with everybody who I know. 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

To Whom it May Concern, Our Customer, [redacted], attempted to place an order with us on 12/**/2015. However, our systems did not accept the payment as [redacted] put as her billing address "General Delivery." Our system uses [redacted] fraud filters to check the street and zip code of the address our...

customers submit as their billing address, and this needs to match exactly what the customer's card has on file. Because General Delivery did not match the credit card used, all payment attempts were automatically declined or are under a pending status. Attached you can see the customer's payment attempt, which is still under a pending status. We are currently unable to issue any refunds because the payments were never completed and sent to us. Pending charges such as this usually go away within 5-7 business days. Due to the recent holiday weekend, there may unfortunately be a delay, but these pending charges will be going away. The customer will not see any kind of refund on their statement, just the pending charges being removed. If the customer has any further questions about their payment attempts, they can always confirm them with the credit card issuer and ask to have any pending charges removed as soon as possible. We sincerely apologize for any inconvenience this may have caused, but we have no completed orders or payments that we are able to refund at this time. -Pharmapacks Customer Care

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because: 
 Bottom line pharmapacks charged me for an order they failed to ship.  When I contacted them via email they stated it would ship shortly.  It never did.  
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]