Lucky Vitamin.com

Revdex.com [redacted]
[redacted]May 16,2016 RE: ID [redacted]Thank you for your recent feedback as we do appreciate you taking the time to let us know of the issue you experienced. We do apologize for any inconvenience this has caused.We appreciate you choosing LuckyVitamin to...

place your order for products and were very sorry that we were unable to cancel your order quickly enough to prevent processing of the order. We do pride ourself on how quickly we process orders to ship so the customers can receive in a timely manner. Once an order goes to processing, we are unalbe to modify or cancel the order in the system. It apprears unfortunately your message was not received in a timely manner, this may in part have been due to a weekend schedule.We have received an update from the customer service manager who was able to apply a refund for your order to you. You should see this credit within a few days.Again, we do apologize the products you originally selected were not able to be received and we were unable to respond to your request in a more timely manner.In the future, should you need to make this type of change to an order, it would be best to contact customer service by phone directly for the most expedited method.We look forward to assisting you again with your health and wellness needsBest of Health,LuckyVitamin

RE: ID [redacted] April 2016Thank you for alerting us to the issue you experienced regarding the [redacted] Apple Cider Vinegar product. We do apologize that you received a product that had experienced a formula change where the information was not updated yet on the web site.We rely on the...

manufacturer's to notify us if there is a formula or label change. Unfortunately this did not take place. Thanks to your efforts, we have confirmed the formula change and have updated the web site to reflect the correct information.I'm not sure who you spoke with regarding confirming the ingredients information on the web site prior as there are no notes reflecting this conversation. We do apologize for this!At LuckyVitamin we do try to provide as much detailed information as possible. We have updated the information and picture on the web site to reflect all the correct ingredients, etc.Again, our apology for any inconvenience caused. It was not our intent to mislead but mearly an issue with a formula change to this product by the manufacturer.We will have someone from the customer service department reach out to you directly to provide any additional assistance regarding the change of this product.Best of HealthVicki LuckyVitlamin

Client [redacted] selected autoship when placing her order.  Autoship is a recurring order of a client on a pre-determined frequency in which shipments of product are delivered on a regular basis.  Clients have the ability to cancel the autoship themselves on line or can contact...

Lucky Vitamin via phone, email or chat and cancel via our Customer Service Department. Thank you John C[redacted] Sr. Manager of Customer Service

Revdex.com[redacted]Fax [redacted]November 24, 2015RE: ID [redacted]We have received the customer's complaint and do apologize for the inconvenience caused and difficulty with speaking with a supervisor.The product received does appear to be the product that was...

ordered on the web site. To confirm this the UPC code would need to be matched to the Item # on the web site. There is a similar item (Item # [redacted]) but this was not the item that was added to the cart that appeared on the order.LuckyVitamin does provide an easy return policy however to assist the customer this time, the customer service supervisor has set up a pick up for the incorrect items for Wednesday 11/25. They have also tried contact the customer but was not able to reach them. Should this date not work out, we can schedule another pick up.Once the items are returned to the warehouse a credit will be applied.If they would still like to receive their original product they wanted, please search in the search box for item number [redacted] to re-order.For more information on our return policy, please visit our web site;[redacted]Best of Health, LuckyVitamin

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.They state it was sent out on Tuesday, but the fact of the matter remains that it did not start traveling until Wednesday night.  Thus it wasn't delivered until Saturday.[redacted] has Standard FedEX shipping as well, and it is the same amount of money as $5.95, but [redacted] has it delivered within 2 days, i.e.: I place the order on Sunday night/Monday Morning, it's shipped the same day and is delivered the same week on Wednesday, 2 days after the order was placed when I order from [redacted], now why doesn't LuckyVitamin do that?!I have also ordered from [redacted]sVitamins, and they sometimes ship from their Harrisburgh PA warehouse, but it too gets here a lot quicker than that of LuckyVitamin.LuckyVitamin is claiming they had no hand in "purposely" holding the package, but I think they did since [redacted], [redacted], and [redacted] have no problem getting their packages delivered 2 to 3 days after the placement of the order, esp. when posted on a Sunday night.  And, the same can be said for July 4th, Which LuckyVitamin's package did not arrive until Tuesday the following week, when on the site it stated "Ships today - guaranteed" and I placed the order for this July 5th On Tuesday, when it was guaranteed to be shipped Tuesday July 5th, and it was not, it wasn't shipped until Thursday and didn't get here 'til Wednesday the following week.If this is how LuckyVitamin is going to conduct their business and yet offer a bunch of ** with PoshMark and the person having to spend $100 in order to get free shipping while having it delivered in 2 days, then they can keep whatever "beatable" pricing they have.  And I'll just stick with buying the one item every 3 months, or I'll find some other digestive enzyme with VitaminU. 
Regards,
[redacted]

May 31, 2016RE: ID [redacted]Thank you for your recent order. We do apologize that you experienced a problem regarding payment with your order.The issue you are referring to is what is known as a pre-authorization. When a person places an order online, the card goes thru this pre-authorization to...

confirm that we can accept an order for legitimate payment. If the account being used is a debit card, then the funds are held so the order can be processed. Once the items are shipped, the money is collected. If nothing is shipped, nothing is collected and the pre-authorization drops off. Each bank determines on its own the number of days a pre-auth will remain (some a couple of days, others a week or more). When the backordered item is in stock again, as the order begins to be completed, the pre-authorization is completed to confirm the funds are still available but again, nothing is actually collected by LuckyVitamin until the items are shipped. We do understand the challenges with funds being held, especially when a debit card is involved.LuckyVitamin processes most orders completed 98% of the time. Items that are back ordered are usually filled within just a couple of days however some items may take longer from the vendor and this pre-auth needs to be completed again to confirm available funds.Again, we do apologize for any inconvenience this may cause. We can assure you we have not actually collected money each time funds are held unless product is shipped.Any cancelled items or orders will report this to the associated bank for the debit/credit card and the bank will drop the pre-authorization.In addition, we do show ‘In stock" or “out of stock* details on the item page which may assist with order placing and any funds being held in the future, this information is helpful.Best of Health,LuckyVitamin Team

Horrible, and they have my money as of this am! I want my money back into my bank today-------- They told me 48 hrs at most? I used a chip banking card! [redacted].
I called manager of bank. At [redacted]. I had to return an order for a child?????????? also I was missing two orders due to office is were the USPS piles packages. They were BOTH stolen. I have no control over that.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 1[redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
Having something marked as out of stock is not the same as something that is out of stock for more than 3 months. In addition, I was continually told via eMails that I have copies of, that it would be available (pick a date about 2 weeks out).
Regards,
[redacted]

Revdex.com/Western PennsylvaniaFAX: [redacted]July 7, 2016RE: ID [redacted]We do apologize for any inconvenience caused in receiving additional emails for promotion or knowledge based that you are no longer interested in.As I'm not sure what information has been given to you at this time, we do provide a...

link at the bottom of these emails where one can click on the 'unsubscribe' to be removed. This allows you to no longer receive these types of emails but will still receive order confirmation and tracking information when an order is placed.I can see your general email address has been removed from the data base as it does not appear when I search our systems for you under this manner.If you have completed the process of clicking on the 'unsubscribe' and still have this issue, please let us know if this is not working as we are not aware of any problems with this feature.We want to assist you as quickly as possible and again, do apologize for any inconvenience.Best of Health,LuckyVitaminWellness Ambassador

:Re: ID [redacted]We have received the complaint filed and have reviewed the information under the Lucky Vitamin order [redacted]While we understand the customer’s frustration regarding the length of time for delivery, this is not unusual for the DHL Standard Delivery selected for these items to this...

location.We are unable to provide a refund for the product as it has not been returned to our warehouse and it is still in transit to the customer. Products going thru customs, can take longer and so we believe this product is still in route to be delivered.The customer service department did suggest the customer reach out to their customs department for any additional information. At this time, we have not been informed of the customer being in contact with them.At this to us time it is still our expectation the order shipped will arrive to the customer, if it is returned as undeliverable, the credit will be applied to the customer.We hope this information has been helpful as of this date.Best of Health, LuckyVitamin Ambassador

Revdex.comFax [redacted]
RE: ID [redacted]
July 21, 2016
Thank you for your recent feedback.
We reviewed the information the following information regarding your concerns.Your older was placed on Sunday evening 6/19 at 10:49PM. The order was processed and completed...

for shipping with in the 24 hours (see attached below) on Monday 6/20 at 9:39PM.However, this was past the pick up time by FedEx and so began transit on Tuesday 6/21. You can view the stages of shipping taken from the tracking # [redacted]
Jun 25, 03:18 PM DeliveredNEW KENSINGTON, PA
Jun 25, 07:57 AM Out for deliveryNEW KENSINGTON, PA
Jun 24,k 09:49 AM At U.S. Postal Service facilityNEW KENSINGTON, PA
Jun 24, 04:46 AM In transitNEW KENSINGTON, PA
Jun 24, 01:41 AM Shipment information sent to U.S. Postal Service
Jun 24, 01:39 AM Departed FedEx locationFEDEX SMARTPOST CLINTON, PA
Jun 23, 08:20 AM Arrived at FedEx locationFEDEX SMARTPOST CLINTON, PA
Jun 22, 06:06 PM Departed FedEx locationFEDEX SMARTPOST GROVEPORT, OH
Jun 22, 12:36 PM Arrived at FedEx locationFEDEX SMARTPOST GROVEPORT, OHJun 21,04:15 AM Shipment information sent to FedEx 
At no time was the package being held "purposely" until Wednesday to ship. Since Standard shipping was selected at time of check out, standard shipping does state that packages may be delivered by Mail, Fed Ex, DHL or a combination. This is often determined by the weight of the package as well as the location. We also provide other delivery options such as Ground, 3Day,2Day, and Next Day air. Prices can be.calculated prior to check out for these options, https://www.luckwitamln.com/t-shipping Another great option is to choose the Auto Ship options to make sure products arrive in a timely manner for items frequently ordered.  https://www.luckwitamin.com/t-stay-luckv-autoshipThe desired settlement-we do hold any orders to process. Most orders are processed at stated within 24-48 hours. Transit time can vary with standard shipping. For a specific transit time, Ground or Expedited shipping should be selected.
 
Best of Health, 
Lucky Vitamin Ambassador

To-The Revdex.com ([redacted])Fax#-[redacted] ID#-[redacted]Client [redacted] was refunded in full $34.41. The credit was issued on 3/31/17 and may take a few days to post to the clients account. The client has been informed of the aforementioned resolution.

Revdex.comFax: [redacted]RE: ID [redacted]July 21, 2016Thank you for your feedback.  We do apologize there was an issue with the PayPal checkout shipping address defaulting to an incorrect old address on file.We are not aware of previous issues with this occurring and so we are not sure as to why...

this happened with your account. When you choose to check out with PayPal, and you log on to your account, it should show the shipping address associated with your account.We do see you had a previous account- [redacted] opened in May 2010 with the same shipping address. However because you checked out with PayPal, the address you have on file with them should have been the default address.We do apologize for any inconvenience caused by LuckyVitamin or thru the portal to PayPal.A refund was applied on July 12, 2016Thank you for the opportunity to respond and again our apology for the issues and inconvenience.Best of Health,LuckyVitjamin Ambassador

Revdex.com |[redacted]
ID [redacted]Thank you for your recent order and for giving us the opportunity to to review your complaint.We do apologize for any confusion regarding shipping charges for your order as we do our best to communicate...

all information on the website as best as possible.As you can see from the two attachments, we do provide information on the shipping policy page regarding Free shipping - within the 48 U.S. In addition, when filling in the information for shipping on line, there are two notices regarding shipping and fees.1. Because we’re shipping to a P.O. Box, we must use USPS and so the Standard shipping is not an option.2. The shipping method is then selected to show USPS Priority Mail along with a cost. (we did not put in the same products, just the address so the cost is different on this sample order) to ship by mail to your zip code.Also, when the order confirmation email is sent, it also shows any cost for shipping charges as well. All of this information would be available before submitting the order, and directly after in the confirmation.Again, our apology for any confusion as we do our best to provide all details on products and shipping to communicate with our customer’s as best as possible.Best of Health,LuckyVitamin Ambassador

Revdex.comFax: [redacted]July 21, 2016Re ID; [redacted]Thank you for your feedback. We do apologize for the inconveniences caused with your recent order placed with LuckyVitamin. We do our best to make shopping with LuckyVitamin on line easy and simple and we apologize you did not experience this.Obviously...

once you received your order confirmation and noticed the shipping address was not going to work for you, you did everything possible to assist with updating the information.In most cases, our quick transactions to process order s and get them on their way is what keeps our customer's returning.  However, the same quick process also prohibited us from making the updates requested for delivery.All the notes under your order reflect the same information you supplied, with several contacts with customer service. Even with this department reaching out to update the shipping address, the order was delivered as originally scheduled.We do see the credit for your order has been applied at this time.Again, we do sincerely apologize for all the inconvenience caused.We do hope we can assist you again with your health and wellness needs in the future. We are including a voucher to you that can be used on a future order under your account. Piease add the following promotion code during the check-out process; [redacted] This voucher expires on 11/16/16Best of Health,LuckyVitamin Ambassador

Revdex.com [redacted]
Fax [redacted]March 9,2015RE: ID [redacted]We have received your information regarding the above ID for order # [redacted]The order placed by the customer was on Friday night...

3/17 around 9:00PM. Unfortunately after confirming their information and submitting the order, they wanted to make a change to the order (size of product, cancel, etc). Although they did send an email to customer service, the department was closed until Saturday morning. The email was check and responded to at approximately 7:30AM however the Fulfillment department had already loaded this order for processing into their system and no changes could be made. The order was completed within a couple of hours and packed for shipping on Saturday morning.Under daily operating hours, customer service could have assisted the customer quickly to make the adjustments needed. We have reviewed the information and will provide the customer with a voucher code in the value of $5.95 which will assist them with them with free standard shipping charges off of their next order (as a credit for their past shipping charge).We do apologize that we were not able to assist the customer in a timely manner due to the closed hours of the customer service department.The customer will receive via email the voucher code.We look forward to assisting them again with their health and wellness needs.Best of Health, 
 
[redacted]
LuckyVitamin.com

Fax [redacted] ID [redacted]Second ply;Unfortunately we do not have the tracking # that is being requested.This is the only # we have. GM[redacted]. The other # they are referring to ending in US is the Japan Post Office #, but we do not get that information unfortunately based on the shipping method they selected.If we had it we’d be happy to provide it! We do ship thousands of orders internationally which arrive to the customer’s however some packages can be held at customs for a longer time.There is no reason this product should not be delievered to the customer for their baking needs.We do apologize for any inconvenience this has caused and do wish we could be of additional service but we do not have any other detailed information provided to us for this order.The order was placed, processed and shipped as directed.Best of Health,LuckyVitamin Ambassador

Revdex.com Serving Western Pennsylvania400 Holiday Drive, Suite 220Pittsburgh, PA 15220Fax: 412.922.8656October 24, 2016RE: ID [redacted]We have received your complaint and we do apologize the product you ordered was out of stock at the time. LuckyVitamin does provide information on the web site to assist the...

customer when making their selection if an item is on back order. In most cases, our stock is replenished within just a few days and the order is processed. Unfortunately, the issue with this item was due to a manufacturing issue as the TwinLab company was changing hands.LuckyVitamin does their best to keep the customer informed by email. Several emails were sent (not replies from the customer’s inquiry) to the customer directly to continue to update them on the products availability. Here is a screen shot showing the dates the emails were sent (these can sometimes go into a spam or junk folder);7/6: Order confirmation7/8: Back order #1 notice7/22 Back order (FTC1) update8/6 Back order (FTC2) update10/17/16 Tracking email for product shipped (DispFull)As well it does appear that all inquiries made by the customer thru email were acknowledged with the information we had available at the time from the manufacturer to the best of the customer service representatives ability. All emails do appear to apologize, provide updates as well as the final email asking the customer if they would prefer to cancel their order or continue to wait. The customer service department did their best to assist the customer while this product remained unavailable.Desired settlement- LuckyVitamin does provide information when the product is back ordered or out of stock. We do apologize for any inconvenience caused and do see the product did ship at no charge to the customer on 10/17/16 and delivered on 10/21/16.We do apologize for the delay in receiving this productBest of Health,Vicki S[redacted]

Revdex.comFax: [redacted]
RE: ID [redacted]
July 21, 2016Thank you for your feedback.  We do apologize there was an issue with the PayPal checkout shipping address defaulting to an incorrect old address on file.We are not aware of previous issues with this...

occurring and so we are not sure as to why this happened with your account. When you choose to check out with PayPal, and you log on to your account, it should show the shipping address associated with your account.We do see you had a previous account- [redacted] opened in May 2010 with the same shipping address. However because you checked out with PayPal, the address you have on file with them should have been the default address.We do apologize for any inconvenience caused by LuckyVitamin or thru the portal to PayPal.A refund was applied on July 12, 2016Thank you for the opportunity to respond and again our apology for the issues and inconvenience.Best of Health,LuckyVitjamin Ambassador

The company had a published price.  I placed my order and them they changed my order without my consent because they did not want to honor the price.  They didn't notify me of this until after I had contacted them.  When I shop at stores and and item is MIS marked (as they claim) the store has to honor the marked price.  They even say they delivered the correct order (attachment 1).