LuckyVitamin.com

[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.]
They have refunded $32.00 dollars yesterday.
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]

To-The Revdex.comClient [redacted] did order from Lucky Vitamin in July. His package is with Canadian Customs and we have put a tracer on his order in an attempt to locate it. We processed a full refund to [redacted]'s account. The refund will be reflected in 2-3 business days.

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because their recollection of events is not accurate.  I did not request a replacement at any point throughout my contact with Lucky Vitamin but did state that I did not wish to have my backorder cancelled.  I was, however, offered a replacement at or very close to the full price which was significantly more than the original price the second time I contacted Lucky Vitamin upon notification that my backorder had been cancelled (the first time I contacted them was when I was notified that my item had been backordered and was also when I requested that it not be cancelled).  It is also worth noting that the response mentioned the increased cost of the product and that Lucky Vitamin could not fulfill it as it would be at a price lower than their cost.  However, if the backorder had not been cancelled, this is precisely what they would have done according to their policy if the backorder had been extended per my request (fulfilled the order at the original price) - correct???  One would have to find this very peculiar at a minimum.   The net result is that they would rather lose a customer than do the right thing - and that is their call.  I will say that I have been a Vitacost customer for years with recurring bi-monthly orders exceeding several hundred dollars per order (as is the case with many family and friends as well).  I am almost certain that the Lucky Vitamin marketing team is also aware of the fact that the "healthy lifestyle" demographic tends to have a comparable peer group - and also that it is a very competitive marketplace.   I tried Lucky Vitamin on a few occasions in the past with mixed results due to some shipping damage (which was, in fact, replaced I will add) and recommended them to others.  However, I will not be returning as a customer after this experience nor will I be recommending them at any point in the future in addition to sharing my story with friends and family who probably won't return as well as a result.  This is not out of of spite either, but simply a matter of poor customer service.  At this point, you may consider this case closed.
Regards,
[redacted]

To-The Revdex.comClient [redacted] (Actual customer name is [redacted]) did make a purchase for $14.94 on 8/2/17 however selected [redacted] Standard shipping and as a result we have limited information on the International delivery. In lieu of keeping good customer relations we...

have processed a refund for $14.94 which should be reflected in 2-3 business days. The only charge I see is $14.94. I do not see any charges for $16.09 so I am unsure where the customer saw this amount. Thank you.

March 23, 2015We do apologize for the delay in responding to this issue as the notifications were not being sent to our current address.As this issue is from last month, it appears this is not longer of concern. However we would like to acknowledge the amount on the credit card when...

the order was placed was only a pre- authorization and no money was actually ever collected. The pre-authorization drops off on its own and the length of time for this to happen is set up by the credit card banks rules (not ours).At this time there should no longer be any money showing held or payment made to us. We are unable to see this information directly.
We can assure you that no money to date has been collected nor will it be because the order was cancelled.
We do apologize for the inconvenience caused to the customer for this security check. The system is automated and not sure why there was a problem if everything was a match. Should further assistance be needed to receive product, please contact the customer service department directly so they can help with placing an order.
Best of Health,
Vicki

March 2, 2016
In response to this customer's complaint, we are very sorry for the delivery issues the customer experienced thru [redacted]. We do understand the frustration along with the time and energy that was put fourth because of the original damaged shipment and the failed attempts of the...

replacement package. We do our best to protect the products during transit so the products arrive safely to our customers. Unfortunately, this did not happen with the original shipment and so a replacement was sent with upgraded ground shipment instead of the standard shipping originally selected by the customer.Even after our customer service representative spoke with [redacted] to make sure all the appropriate information was provided to them to better assist with delivery, it appears, [redacted] did not follow thru. We ship thousands of packages a day and truly do not experience this type of neglect from [redacted] so we unsure as to why this was so difficult to deliver. We do apologize for their neglect however delivery is up to [redacted] regarding the discretion of the area.See quoted message from rep on customer's order: "advised next delivery attempt is scheduled for tomorrow and I will call fed ex- asked for name of her business so they can note the package, [redacted] skin care - called [redacted] and advised very unhappy cust and asked that they note name of business and to please ensure package is delivered tomorrow - called cust and got VM, left mess that [redacted] now has her biziname and hopefully shouldn't be an issue"Although we understand the customer's frustrations, we did make many attempts to work with and assist them. Another replacement shipment was offered to the customer with a 2Day shipping however they declined this option and preferred a refund. On 2/19 an email was sent to the customer stating a full refund was applied after the original replacement package was not received and was being shipped back to the warehouse.
The desired settlement of a refund has been applied. We do apologize we were unable to deliver the items the customer ordered in tack and in a timely manner. As for [redacted], we do apologize they were unable to connect for delivery as it is the discretion of [redacted] regarding deliveries.Our sincere apology, Best of Health, LuckyVitamin

December 29, 2015We have received the customer's complaint regarding order # [redacted] We do apologize for the confusion regarding the order total with the difference being in the cost of shipping. We do our best to communicate all details on an order at time the order is placed, followed up...

with ah order confirmation in addition to all policy and procedures made available on line.Shipping to Hawaii must have a USPM (United States Priority Mail) selected as the preferred method for shipping. This is where the different for the total amount of the order is.Product was $10.95 and shipping cost is $18.00 for this particular order to equal a total of $28.95Unfortunately when the customer placed the order (11:57PM) by the morning when customer service was available the order was already being processed to ship and could not be changed at that time.?ou can visit this link to our shipping information. http://www.luckyvitamin.com[redacted]Again, our apology we were not able to better assist you with this order.Best of Health,

Client [redacted] did speak to us via phone and email on several occasions. She did receive a return envelope as requested. In addition a return envelope is include with the original delivery. The product was returned and a full refund of $31.38 processed on 9/8/17.

October 24, 2016 Thank you for contacting LuckyVitamin and we do apologize and explain regarding the order originally placed contained issues that did not allow us the opportunity to fill and process the order.When the original order was placed on 10/2 there was an out of stock item which we...

attempted to cancel from the order so we could process the expedited shipment requested. In doing so, an error was made which cancelled the entire order. What should have been the process at that time would be to contact the customer and replace with a new order in the system.There was an email back to the customer on 10/4 to apologize and advise the charged was voided and this would take 3-5 days for the void to post.In addition, free shipping on a future order and a $25 voucher on their account were provided to the customer for the inconvenience. At this time, the $52.04 has been refunded to the customer.We do apologize the order was not processed and shipped as it should have been and for any inconvenience this has caused. The refund has been applied. We do hope we have the opportunity to assist them in the future with their health and wellness needs.Best of Health, LuckyVitamin Wellness Ambassador

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]

Upon review of this inquiry Lucky Vitamin has confirmed that the package was delivered to the correct address as requested. Research with the USPS indicates that the Carrier was at the correct address when they scanned this package. The Station Manager at the San Jose Post Office contacted the...

Carrier and they stated that when they arrived at the customers address the office was closed. The package was left at the door inside the building. We are unable to provide any additional solution for the customer.

Client [redacted] did purchase the [redacted] All Purpose Cleaner however [redacted] had the product listed incorrectly as an 8 pack.  Our UPC shows the item correctly as 1.  We have already refunded the customer in full $11.27 for the oversight.  This was a [redacted] error. We have refunded the client the full amount paid for the product ($11.27) so Mr. [redacted] received one bottle of the All Purpose Cleaner for free.

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because:
The package was rejected on or around December 26, 2016. LuckyVitamin should have received the package by now and resolved the issue but did not. LuckyVitamin's checkout process is still too confusing for consumers and probably still violates consumer protection law. Even though [redacted] has issued a "preliminary refund", the process takes 90 days to complete, and until LuckVitamin fully confirms the refund, the complaint process with the Revdex.com must continue.
Regards,
[redacted]

Please see attached.

March 9, 2016We have received the customer's additional concerns.Unfortunately it appears along with our previous apologies, we will not be able to have full closure on this incident that is accepted by the customer.We have apologized for the damage package and the delivery issues that took place with FedEx transit of the order. We have applied the full refund back to the customer,We understand and apologize again for the frustration the customer experienced and we are sorry that WE were unable to satisfy them with their health and wellness needs in a timely and secure manner.Best of Health,LuckyVitamin

Ordered Cactus Juice and received item in package that was not sealed properly, causing the cactus juice to leak inside the carton. Product was not only worthless it smelled terribly!

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
 Complaint: 12321568
I am rejecting this response because: It was a "Bait and Switch"! ... The information that you have is NOT what was posted on the site. This is UNFAIR and ILLEGAL, I am not ok with this practice and the way it is being handled. I simply want what I ordered and that is all. I WOULD GREATLY APPRECIATE your cooperation with this matter. I should not be penalized as the consumer for the lack if attention to details, it was advertised at 8/Carton and that is what I am seeking, as offered by the site. To engage in illegal practices then attempt to "erase it" as if it didnt occur is unbelievable. It is not my fault, and I feel as if Im being faulted for the ill/shady business. 
, 
Regards,
Dela[redacted]

Client [redacted] did place an order over $49 which typically qualifies for free shipping however her mailing address provided was a P.O. Box. P.O. Boxes are not eligible for free shipping, which is why [redacted] was charged for shipping. We did issue a $10 coupon voucher for any inconvenience or...

misunderstanding.

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because: It is the responsibility of the seller to not pass off false products this way, not of the customer to lab test products.  LuckyVitamin.com is attempt to claim it has no responsibility for the false product it is selling.   Companies like LuckyVitamin.com give respectable, honest supplement companies a bad name!  Luckily, there are still enough honest companies out there, they're not all like this company!  Any reputable product would test the product themselves.  Doctor's Best may be able to come up with a real batch of SAMe to test in a lab, but what LuckyVitamin.com is selling is NOT the real thing.   LuckyVitamin is the responsible party.
Regards,[redacted]

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because:Lucky Vitamin continues to appear to be concerned yet they have not addressed the fact that after the first shipment was returned to them as it was damaged during shipment, they promised to expedite a second package.  Instead they sent the second shipment out the same way as the first.  I am tired of their excuses and as I said before, [redacted] has an A+ rating with the Revdex.com and Lucky Vitamin has a D- rating.  Long story short: Lucky Vitamin should not make promises to customers that they don't intend on keeping.  It's just good business sense to be fair and honest in your communication with customers.  Regards,
[redacted]