Lab 88

Review: After a quick internet search, I came across a product I was looking for. Having used the product a few years prior I placed an order. Upon scanning the email confirmation it suddenly seemed like the spelling was somewhat off. Upon inspection I realized one letter was changed to leverage sales. I immediately emailed the support email mentioned on my invoice but the email bounced back immediately. I proceeded to call the number advertised for support and end up on a voicemail. I left a message. I tried once more later that day and left another message.

I never received a reply.

When the product arrived, I sent it back with a tracking number, unopened and started a claim with my VISA. Upon sending them the bounced-back emails (within 30 minutes of the order) and my phone records (from my cellphone carrier) they stated it was the wrong email account and that I had contacted them outside of business hours. When I produced the confirmation email that they had sent me, stating the number/email I used they accused me from changing (which is impossible: it's an automatically generated email).Desired Settlement: I want a full refund.

They use misleading advertising (you keep getting re-directed on their site)

They changed the name of a very well-known product by one letter

They give incorrect contact information (so that they cannot be contacted/you cannot cancel your order)

Business

Response:

In response to the complaint put forth by [redacted] we have not participated in any false or misleading advertising. Our site specifically states what is being ordered and includes full descriptions as well as pictures of the products. Our product is spelled differently because it is different. We have included attachments above which illustrate that we include detailed descriptions as well as disclaimers as to what we are selling. As you can see we specifically state we are not selling phentermine and we are in no way associated with Eon Labs, makers of Phentermine. This information as you can see is directly on our homepage and not at all hidden, if we were trying to mislead we would not include this information in such a forthcoming fashion. Furthermore, the times [redacted] proved to contact us were after business hours and unfortunately we are not opened after business hours but we do check messages and we received no messages from [redacted]. There is no reason for us to have ignored messages or emails as we have a cancellation policy that [redacted] agreed to at the time of purchase where she would be charged a $15 cancellation fee should she cancel prior to shipment. We have never had a customer not be able to contact us by phone or email before and we have checked our email address and it has been 24 hours and we have not received any bounce backs. Although our policy states all sales are final if there is a circumstance where there was an issue with contacting us and the customer can prove that we in an act of good customer service would have provided a refund minus the original cancellation fee. However, [redacted] has filed a chargeback with her credit card company. Once a dispute is filed there is nothing we can do but converse with the credit card company and so at this time her Credit card company is handling the matter and there is nothing we can do on our end but to wait for the credit card companies resolution to the dispute.

Thank you,

Value Marketing

Consumer

Response:

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 at all addressed the issue: I attempted to cancel the order 5 times within an hour from ordering (noticing they tried to piggy-back on using a well-known product by changing one letter of it) and I was simply unable to do so: their email didn't work, their phone number only takes voicemails that aren't returned and they blatantly refuse to reimburse me. I have 3rd party proof (cellphone bills & bounced emails from our 3rd party email client) that I attempted to contact them 5 times within 12 hours of ordering - why would I, other than to cancel? Attached you will find:

My order confirmation email (from Lab88) This is where I noticed the spelling of the product (I was led to believe I was purchasing) was phentirmine vs. phentermine. I did a quick internet search and discovered many companies produce a product and label it phentermine – without properly disclosing the contents. Because I was unsure I decided to contact them to cancel, using the email address on my order confirmation. It immediately bounced back

Review: iN LATE SEPT.2013 I ORDERD 3 BOTTLES OR A PRODUCT AT 99.99. THE AD. CLEARLY SAYS THAT 100% 90 DAY MONEY BACK GUAURANTEE IF NOT SATISFIED.IT ALSO SAYS THAT NO MIN, QUANTITIES, NO RESTOCK FEE NO RESTRICTIONS AND NO FINE PRINT.(CHECK THE WEB SITE AT [redacted] CLICK ON 90 DAY GUARANTEE SEAL) WHEN I TOLD THEM I WANTED MY MONEY BACK THEY TOLD ME THEY WOULD NOT REFUND DUE TO 2 BOTTLES BEING OPENED. I DID NOT SEE IT WHEN I ORDERED BUT IN FINE PRINT (FINE PRINT THAT IS NOT SUPPOSED TO BE THERE) IT SAYS THAT 2 BOTTLES CANNOT BE OPENED. HOW DO YOU KNOW IF PRODUCT WILL WORK IF YOU DONT USE IT.? AD ALSO SAYS REFUND AFTER 30 DAYS. THERE IS 30 DAY SUPPLY IN ONE BOTTLE, IOPENED 2ND AND TOOK A FEW OUT OF IT AND DECIDED PRODUCT WAS NOT GOOD THINKING IT HAD TO BE AFTER 30 DAYS TO GET MONEY BACK. I FEEL LIKE I WAS SUCKED IN TO A SORRY PRODUCT DUE TO FALSE ADVERTISING AND GUARANTEE CLAIMS.THEY KNOW THAT MOST PEOPLE WILL NOT RETURN UNTIL AFTER 30 DAYS AND THEN THEY HAVE THEIR MONEY AND WONT REFUND IT. THANKS [redacted]Desired Settlement: CHANGE THEIR MISLEADIND ADVERTISING

Business

Response:

All the terms and agreements are listed on our site and agreed to at the time of purchase in order to purchase. We do not have any fine print, all information regarding the money back guarantee is listed on the same page and the policy states for customers who order more than one bottle you can only open 1 bottle to qualify for a refund. [redacted] had to click that he both read and agreed to these terms to place the order or the order would not have gone through. Our site offers many different packages and so for customers who take advantage of our bigger packages there is a limit to how many bottles they can open and still qualify for the guarantee. It states on our site that you will begin to feel the herbs in the product within the first hour of taking the pills and that for full effects it can take up to 3 weeks. Since each bottle is a 30 day supply one bottle is more than enough to know if the product is working for you or not. We cannot have customers order 3 or 5 bottles and take all of the product and then want there money back and so that is why we only cover the use of one bottle and we clearly state that in the policy. [redacted] purchased a buy 2 get 1 free for $99.99. each bottle on our site costs $49.99. [redacted] used 2 bottles, 49.99 x's 2= 99.99, as you can see there is nothing even left for us to have issued a refund for as he used all the product he paid for. We are very, very fair to our customers as we allow customers to try a whole bottle and if it doesn't work we offer a full refund! what we cannot allow is for customers to take advantage of our generosity and use all of the products they paid for and then tell us it didn't work and that they now want there money back. We are sorry [redacted] feels as he does but there is nothing we can do when the terms he agreed to at the time of purchase were not followed.

Here is the direct link to our full money back guarantee: [redacted]

Please see the attached file for proof of the customers agreements to the terms at the time of order.

Thank you,

Lab88