Lucky Vitamin.com

May 31, 2016
RE: 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

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. 
Regards,
[redacted]

See attached file
 
 
March 12~2014
We are very sorry that we are unable to satisfy our customer to their satisfaction.
To the very best of our knowledge, no one has stated that we did not have the remaining product
available. The issue was that amazon did not advertise the product as we had described to them. The
price shown would never be available for such a large quantity.
[redacted] was offered to keep the one item received with a full refund made although she did return
the one piece back to us. We did offer to ship the additional pieces with no additional shipping charge,
just the price of the product which is already discounted.
We do apologize that what we offered was not satisfactory and that we are not able to supply her with
the quantity of product at a single item price.
LuckyVitamin does their best to provide as much detailed information on our web site as possible.
Unfortunately this order was placed through amazon and they are the company that should be
contacted with their dispute.
Please let us know if any additional information would be more helpful.
Best,
[redacted]

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 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:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. 
Regards,
[redacted]

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

Revdex.com/Western PennsylvaniaFAX: [redacted]
July 7, 2016
RE: 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] 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

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
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. 
Regards, [redacted]

Review: I placed an order with Luckyvitamin for Pancreatic Pork Enzymes. I selected PayPal as my payment option. Luckyvitamin did not ship to my PayPal address. They shipped to a 7 year old address I had with PayPal back in 2009. At no point int the checkout process was I asked for shipping info. I filed 4 tickets and called 3 times within seconds of getting a confirmation of my order. I contacted them immediately after the order was placed when their confirmation showed old PayPal info. They told me it will be shipped to the current PayPal address which I've had for 4 years. They shipped the package to the wrong place. My PayPal has had my current address for 4 years and I've never had a problem. They apparently are not linked correctly with PayPal and used my 8 year old PaylPal info. I tried to resolve this for days and days. I never received the package because it was shipped to the wrong place. They offered zero customer service or help. I can prove and will show my PayPal and all of the correspondence if needed. LuckyVitamin seems to be an automated company with zero customer service to resolve their mistakes. They have a 1 star rating online.Desired Settlement: I would like my money back because I never received the product. The amount is $86.48

Business

Response:

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

Review: I placed an order with Lucky Vitamin on 5/18/16 for a total $190.62. Which was charged on my debit card right away.

on 5/19/16 I receive an email stating I had some backorder items totaling $63.72 and they should ship within a week.

Then I noticed not only was there a charge on my bank account for the total $190.62 "total order" but also a charge for the backorder items "again" in the amount of $63.72. So Ive been charged 2X for the back order items that won't be shipped for at least a week !!

I believe customer service at Lucky Vitamins is using semantics here to cover the company from any wrong doing.

I show these charges in pending mode on my bank account, but my bank says they are charges Lucky Vitamin has run on my card and the funds are tied up. No longer available for me to use.

Lucky Vitamins says its not a real charge, its just a pending charge and will get straightened out in 72 hours. They say this how they do business with a back order and always have. They say my bank should not recognize those charges and should not be holding those funds. :(

My complaint is Lucky Vitamin has tied up my funds for twice the amount of the back order items.

This doesn't seem like something that should be allowed. If they were to do this to thousands of people it could amount to a lot of money. I purchase items on line a lot and have never experienced anything like this.

If this is illegal I hope Revdex.com can do something to assist the consumer.

I have since cancelled the back order items.

I am hopefully waiting to see two credits of $63.72 on my bank account.

Thank you,

Business

Response:

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.

Review: On July 2, 2016, I placed an order online with the company. That same day, within the same hour, I called the customer service dept of Lucky Vitamin to cancel the order and was told that a cancellation was impossible even though the order had not yet even been processed. I was told that the task of locating the package through FedEx was on my shoulders and that once that was done, I was to contact Lucky Vitamin to have them redirect the package back to the warehouse so that a refund could be processed. I contacted FedEx several times and finally on July 5, 2016, FedEx informed me that they had the package. I contacted Lucky Vitamin and the customer rep, TWICE in the same conversation, assured me that he would cxontact FedEx and have the order redirected back to the warehouse and issue a refund.

I heard nothing from the company until July 8, 2016 when I received an email that the order had been delivered! I contacted Lucky Vitamin and spoke to two reps, one of which was the alleged supervisor, Olivia. Olivia informed me that a refund was now impossible because the order was delivered. I informed her that the reason I had made several attempts to cancel the order was because the party that was to receive the shipment went out of town for work and no one would be available at that address for receipt of the shipment. Olivia then told me that the package would have to sit on the doorstep of the intended recipient for three days and hopefully it would still be there for FedEX to pick it up on Monday and hopefully it could get re-routed back to Lucky Vitamin warehouse and then hopefully the order could get refunded.

I contacted my bank to lodge a dispute on the charge. My bank contacted Lucky Vitamin to try to resolve the issue and the Lucky Vitamin rep gave the bank rep a completely wrong and false account of the circumstances of the order facts. They are still refusing to issue a refund stating that cancellation of the on their end was impossible although interestingly enough, I did get a subsequent email that they were able to cancel a 2.97 portion of the order. What a crockDesired Settlement: I made several attempts to cancel an order and receive a refund. I was assured that my desired outcome would be achieved and was assured that my refund would be handled by a company rep. Neither the desired cancellation nor the refund had occurred and the delivery was made against my will and wishes to an address that was not occupied, making me responsible for a package that was left out in the open for three days without security of the package

Business

Response:

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

Review: On Friday 05/20 in the morning, I placed an order on their website because they offer same day shipping for orders placed before 1pm EST. I checked the products in my order, and confirmed they would qualify for this same day shipping. On Friday night I received a tracking number, however it only shows "information sent to FedEx", which just means the tracking number was created. Then on Sunday 05/22, the tracking information from FedEx updated to finally show the order has shipped, and it shows clearly the ship date as 05/22, not 05/20.

https://www.fedex.com/apps/fedextrack/?tracknumbers=[redacted]

I contacted customer service on 05/23 and "Samantha B." responded and admitted that there was a delay in the shipment, and gave me a $5 voucher for future orders. However, per their own FAQ, they said they would refund $5.95 for any delayed shipments. So not only was my order delayed, but they tried to rip me off by not providing their promised reimbursements. I contacted customer service a second time on 05/24, and this time "Duane S" told me they did in fact ship the order on Friday, even though Fedex tracking clearly says it was shipped Sunday.Desired Settlement: I want the $5.95 refunded to me as per their own promise! I do NOT want the $5 voucher as I will never be ordering from them again.

Business

Response:

May 31 2016 RE: ID [redacted]Thank you for your recent order. We do apologize for any confusion regarding the processing and shipping of your order.The screenshot picture below shows the order received on 5/20/16 (v20rderCon- Order confirmed received into our system) and (v2DispFull- Order processed and completed in full for shiping).The issue that took place was because the order was placed on a Friday, although it was processed and prepared to ship the same day 5/20, Friday evening, it did not get received into FedEx warehouse until Sunday 5/22 to begin logistics tracking. The delay that took place was within the FedEx system as this shipment was packed and processed the same day in our warehouse, (see below for when label was created after products were packed for shipping).Unfortunately the delay in FedEx was out of our control and so the refund for shipping of $5.95 did not fall under the policy, however the representative still provided a $5.00 voucher towards a future order anyway to assist as best they could. There was never an intent to “rip off* a customer and the difference of .95 refund would not be worth any negative customer feelings. The voucher was provided with good intent to assist.We hope this information has been helpful. Lucky Vitamin does their best to process orders quickly and efficiently; to assist our customers as best we can. We do hope to have the opportunity to assist you in the future with your health and wellness needs.

Review: On Sunday 17th I placed this order and within a few minutes I decided to cancel so emailed the company requesting it to be cancelled. They confirmed receipt of the cancellation request at 14:29 which was 4 minutes before they even confirmed receiving the order at 14:33. More than 24 hours later at 16:34 on the 18th they contacted me to say they wouldn't cancel the order as they had shipped it. Then they sent another email several minutes later saying my order has shipped. I feel this is unacceptable, I informed them minutes after ordering that I needed to cancel, they delayed responding until the order had shipped so that they didn't have to give me a refund and I feel this is completely unfairDesired Settlement: I cannot return the goods as I cannot afford to so have given them away (I cannot use them either), therefore I think the chance of a refund is slim (would be nice but probably won't happen) but I would like Lucky Vitamin to cease behaving this way

Business

Response:

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

Review: An internet order was placed on Sat 3/14/15 8:04p. At 10:59p a cancel request email was sent through the company online system. The following morning Sunday, when the business was accepting online chat and phone calls I initiated both. the response from both was that the order status was not open and the order can not be cancelled. I asked both to speak to a supervisor and both said that their supervisor would tell me the same thing and refused to allow me the conversation. It leads one to think these people are un-supervised. Either way, BAD customer service. I think I was above due diligent to inform that I wanted the order cancelled. The problem is that the status I see under my account order management says it is an open order. The FAQ says it can be cancelled as long as it has not entered the processing state or shipped. Even now, 24 hours later the status still reads 'Open Order' under order details.Desired Settlement: Required Company Corrective Actions:

1) The online (customer internet website) order details needs to reflect the same information the business (company order processing system) employees order details.

2) In the company website ([redacted]) under Frequently Asked Questions (FAQ KNOWLEDGEBASE) under Order Status there is a topic of 'How do I cancel my order?'. This needs to be updated to state "In most cases, once an order is placed, it can not be cancelled."

3) Provide statistics on the percentage of orders that were cancelled from their order processing system for the past 24 months.

4) A written apology and an itemized list of corrective actions taken by the company.

Business

Response:

Revdex.com [redacted] FAX [redacted]April 21, 2015 Re; ID [redacted]We have tried to contact the customer on 5/26/15 to provide a return for the products they received and no longer wanted. We offered a refund for the product and the return shipping charges as well as offered sending a return label directly for the return package. At this time we have not heard back from the customer.In regards to their settlement request;1) We are in the process of upgrading our systems which will also update the status of the order to a more precise monitoring system.2) We have updated the working in the FAQ's for a better understand as we do try to provide as much information as possible on the web site.3) Unfortunately this department is unable to provide the statistics requested and orders are cancelled for many different reasons.4) LuckyVitamin does apologize for any inconvenience caused.While we do understand the frustration and especially while the customer made every attempt to cancel this order, the circumstances of the weekend schedule inhibited the process. LuckyVitamin has extended customer service hours but as this service is in house and not out sourced, we do not run 24/7 However, the warehouse fulfillment does continue to process orders around the clock.We do feel the customer service representative could have handled this issue In a more professional manner and they have been retrained.LuckyVitamin does try to provide a great shopping experience along with the large selection and low prices of products and we do apologize this did not take place.Best of Health, [redacted]LuckyVitamin

Review: I placed an order at luckyvitamin.com on March 30, 2016. I ordered 3 bottles of [redacted] apple cider vinegar tablets. Their website clearly states and shows a picture of the back of the bottle that it is 600mg per serving. But when the bottles arrived the bottle states 480mg per serving. I called customer service and the representative told me that the website states it is 480mg. I just went to the website again today and it still states 600mg.

This is false advertising and I told the representative that and he was not concerned at all.

How can this company continue to deceive their customers and not be held accountable?Desired Settlement: I want an apology from the company for falsely advertising this product and misleading me into thinking I was purchasing 600mg as stated on their website not 480mg as stated on the bottles I received. I want them to correct their website to reflect the exact mg that is actually what will arrive when the product is received not completely different from what is shown on the website. I want their representatives to be honest with their customers about their products and what is on the website. I also want them to honestly advertise products and not mislead their customers.

Business

Response:

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

USE CAUTION WHEN ORDERING FROM THIS WEBSITE. I ordered a product from the LuckyVitamin.com on December 18, 2015 - a Christmas gift for my husband for a January vacation trip. I subsequently received a confirmation email with an order number, a tracking link (that was disabled) and contact information. The item didn't arrive by Christmas, nor even after Christmas by New Year's. The Tracking Information I was supposed to be able to access from the confirmation email was disabled, as was that same link on the website when I typed in my Order Number. Once I phoned the company in early January, I was left on hold listening to company promotion ** for about 7 minutes, which seemed extraordinarily long. When the very pleasant customer service lady came on the line, she found my order and said, "Oh, that order was cancelled because the manufacturer is out of stock or no longer making the product." This contradicted what the LuckyVitamin.com website had confirmed when I placed the order that the item was In Stock and would be shipped in 24-48 hours. So I said to the customer service rep, "But I wasn't informed of that, was I?" She agreed that I had not been informed. I thanked her and told her I would NOT be doing business with this company again!

Review: I am a custmer in [redacted]. I ordered 30 bottles of Twinlab - Infant Care Multi-Vitamin Drops with DHA - 1.7 oz. from luckyvitamin.com company online last month. Every bottle has 50 days' supply. However, when I received them, I found the expiration date on the bottle is October 2014, which is only 2 months from now. I ordered 30 bottlesSince I am in [redacted] and paid much shipping fee to ship to [redacted], it is difficult for me to return the order now. Before they shipped the order out, they should have informed me the expiration date of the order, In which case I wouldn't have agreed them to ship the product out.Desired Settlement: I hope I can return half of my money