LuckyVitamin.com

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.  There...

is nothing more we can do for this customer unfortunately.

We have received the notice of complaint from the customer and we have looked into all of the detailed information regarding their phone call and request.
We do apologize for any confusion with this order and do understand the customer's disappointment. Unfortunately the product was...

unavailable for an extended amount of time due to the manufacturer's unavailability. Once the manufacturer was able to source the ingredient again, there was a large price increase for the product. This was completely out of our control as we do not manufacture the product.The customer service manager has also listened to the phone conversation between the customer and the customer service representative. After listening to the whole conversation, it was determined the customer never requested the product to remain on back order until back in stock.
The customer did ask about a replacement product.
We do our best to keep the customer updated on all back order product information with continued emails. Once a product has been on back order for 60 days, if it has not come back into stock and the item is not marked on an order to not cancel, the system will automatically cancel the item.
We had no way of knowing that when the item was cancelled from the order, it would shortly be back in stock, This item was not intentionally cancelled from the order as it is not a manual procedure.
Again, we do apologize the product was not available and when it was, there was such a large price variation, We are unable to provide the same product at the original price at this time as it would be well below cost. Unfortunately the manufacturer is unable to provide it to us at the lower price any longer.
Luckyvitamin does their best to provide a huge selection of products at low competitive prices every day. .Please let us know if we can provide any additional information.
Best of Health,
Vicki S

To-The Revdex.comClient [redacted] received his order on 9/1/17. He chatted with one of our Associates and advised one of the products he ordered was damaged in transit so a refund for $9.99 was processed in [redacted]'s account.

October 24, 2016We have received the information regarding the recent return. We do apologize for the delay in the refund. The original request for a refund was unable to be processed due to the dispute the customer filed with [redacted] directly in which LuckyVitamin did win this dispute. Once the...

product was returned there was a little longer than normal delay in the refund process which we do apologize for.At this time, the refund has been applied.We do apologize the order placed was not completely to the customer's satisfaction and do hope we have the opportunity to assist them with their health and wellness needs again.Best of Health, LuckyVitamin Wellness Ambassador

We do apologize your order was not received. Unfortunately the shipping method selected was a non insured method and so we are unable to provide a refund. This package has not been returned back to the warehouse as well. We try to provide as much information as possible on the web site regarding...

International orders to assist. It is possible this shipment will still arrive to you and may have been held longer in customs. Again, our apology.

Thank you for your recent order and your feedback to us. We do apologize for the difficulty you experienced when trying to place an order to be received.Each bank is different as to how long they will hold an authorization on a credit or debit card. Although we cancelled the order which does alert...

the bank, it is up to the individual bank when that auth will drop off. Recently we were alerted to difficulties through our systems alerting the banks with this information. We have gone ahead and manually removed the authorization and so the funds will no longer be on hold for use of filing your order.Again, apology for the delay and if we can be of any additional assistance, please contact the customer service department through Live Chat, email or by phone.Best of Health,Vicki S. LuckyVitamin.com

March 23, 2016We are reviewing past complaints that have not been resolved and realized we did not receive a reply from the Revdex.com after we responded.I am attaching a copy of our response to the complaint made on July 6, 2015.I see from your documents the customer did reply to us however that was never received by us I'm sorry to say it appears this was done through email and we did not receive notice of this.In addition, I do see on the customer's delivery address it reads with an additional word "None" which appears may be incorrect? I’m not sure as to why this word appears but can see it began after the 12/22/2014 order starting with 2/20/2015Delivery address: [redacted] None Pflugerville, TX [redacted] USIf [redacted] would like us to re-initiate an order or auto re-order for them, we would like to be of assistance with the information we just recently received. We would have the customer service manager contact them to confirm nothing else has changed, etc. before activating.We do apologize for any inconvenience caused. We also do not know why a final response from our reply was not received? Again, we would like to rectify the customer's issue to assist them with their health and wellness needs.We look forward to hearing back from someone as soon as possible.Best of Health,Vicki S

[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:
I called BEFORE I placed the order and was told that they would let me get free shipping and would be refunding me as soon as order went through. The customer service representative stayed on the phone, waited for me to place order, then she said she looked it up and was giving me a refund for the order. I called 2 more times after that I was told the same thing, to give it 24-72 hours for money to show. 
Regards,
[redacted]

Review: Ordered a trampoline (8/8/13) online. Ad said it shipped in 24- 48 hrs. Charged 493.94. One month later no sign of product. Would not cancel order or refund money. Said we had it. Tracking said it was in another town in the state. Company claimed we could return it. We said we can't if we don't have it. The company lost the product and wouldn't refund it. The finally tracked the product down, and got it returned to them, but only refunded 229.67. They claimed that they don't refund shipping cost.

It seems odd to me that I wouldn't get shipping cost back when they lost it, and I never received it. After more investigation it was discovered they entered the zip codes incorrect ([redacted] vs [redacted]), why should I pa7 264.27 and no product for that error?Desired Settlement: Refund for purchase

Business

Response:

October 4, 2013

Thank you for contacting us and it does appear there were a few issues regarding the transit of this shipment. All has been refunded in full to the customer at this time.

We do apologize for the issues. It appears because it was a freight delivery; the transit company could not just leave at the door. They finally were able to deliver the shipment, however it was to the wrong address to an incorrect zip code. However we didn't notice this part at first as the tracking number information provided showed the package was signed for by the customer.

Eventually all was straightened out and the customer has been refunded in full.

Again, our apology this order was not able to be received as it should have been.

Please let us know if there are any additional questions regarding this order.

Best of Health,

Review: Account #[redacted]; order #[redacted]. Product was ordered on-line on 7/23/14. Company waited one week before sending an email on 7/30/14 indicating that the product was back-ordered (there was no indication on the website or after ordering that the product was not in stock or back-ordered). I responded with an email requesting cancellation of the order on 7/30/14. Company responded on 7/30/14 with an email confirming cancellation of the order and charges. Company shipped the product anyway on 7/31/14. I contacted the company three times regarding this issue but they have failed to respond. They continue to send invoices for this order of $51.99.Desired Settlement: Zero my account balance and stop sending invoices. Contact [redacted] to remove the invalid invoice from their system. Send email apology and cancel my on-line account.

Business

Response:

October 21, 2014We have received the information regarding this complaint.We do apologize the customer's request to cancel their back ordered product did not take place in a timely enough manner as the product had just arrived back into stock and the order proceeded to be processed.In the future, should this occur, the customer can always refuse or return the order.Since the product was received by the customer and not returned, the accounting department proceeded with the money request through [redacted] as invoiced.We do apologize for any inconvenience this has caused.Please keep the product you received and the request for payment will be dropped.Please let us know if any additional assistance is needed.Best of Health,Vicki S

Review: I placed an order on June 11 for only one item and my credit card was charged twice. Once for $33.04 on 6/10/13 and again on $35.94 on 6/13/2013. I refused the item at the Post Office since I did not place a separate order, have a second item nor did I authorize a second purchase. When a second box came, I refused that one too.

As of yet I have only received a credit for $29.99.

Additional information if you would like it, their ordering address is:

Lucky Vitamin

[redacted], [redacted]

[redacted], PA [redacted] USA

[redacted] Phone number is the same.Desired Settlement: I was billed $33.04 + $35.94 = $68.98

I was credited only $29.99 so I would like the remaining $38.99 back.

Without realising it, this company's website leads customers to believe they're ordering from the UK or whatever country site you've clicked to enter - but this is not the case. As a consequence, although customers are paying in the currency of their country, at the checkout they find they are being charged high carriage rates (for example I had to pay £7.26 on an order worth only £16.70). Worst of all, when the order arrives in the customer's country they are liable for customs charges (I received a customs demand of £12.81 on this same order).
When contacted the company regarding this misrepresentation, their answer was basically "Hard luck, not our problem". As I'd (unwittingly) ordered from a company outside my own (the UK), there is no real protection under UK consumer law.
I've refused the above order so I can't comment on the quality of the items but, given the tricky way the website leads you into believing you're ordering within the UK and the appalling customer service, I wouldn't be at all sure that the quality is trustworthy. Other reviewers' experiences online would reflect this (for example some have reported substitution of products and ingredients listed which do not reflect advertising).

Review: I placed my order on 4/19, and apparently it was canceled on 4/24. However, I was not notified of the cancellation. I contacted Customer Service on 4/30 regarding the status of my order. The response stated that it was canceled on 4/24 (due to the item being dropped from their website) and that [redacted] takes about 5 business days to update. And herein lies my issue: it shouldn't take 4 business days to realize the item was "dropped from your website". The item shouldn't even be on the website, available for purchase, if it was dropped. Furthermore, the responsibility of notifying the customer of changes to their order should fall on the business, not [redacted], since they have immediate access to current inventory and any changes to such and [redacted] does not. It's obscene that I should be expected to wait to hear from [redacted] - a third-party service provider - that my order has been canceled, instead of hearing it directly from the company from whom I purchased the product. I, the customer, also should not have to contact the business to find out that the order is canceled - they should have contacted me!

Also, the whole experience was/is a huge inconvenience. I ordered the product back in April because I needed it back in April. But instead I waited almost 2 weeks without hearing from the company that my order had been dropped (and, furthermore, had to reach out to customer service instead of vice versa).Desired Settlement: The only outcome I would consider satisfactory would be for LuckyVitamin to fulfill my order.

Review: They advertised a box of 12 Atkins bars for $1.67 but only sent one bar for each 12 box I ordered. Also I sent some to my boyfriends house and he only got one bar when he was suppose to get 9 boxes of 12 in his first order. I wrote to them and then they must have changed the website and told me it said you can order 12 bars or one. I would never pay that much money for one bar. I also ordered some for me and only got one bar for each box that I ordered 12 of. Also some were on backorder and I told them to cancel it and as soon as I sent the email, they sent me a reply saying it was now shipped. I received a small backordered item today but am afraid to eat it since a complaint has been filed. I don't know if they did any thing to the food because of this.

Following is the merchant's name, the date the transaction posted to your account, the transaction amount and the date, time and [redacted] I talked to them in email on 5/13/13 and 5/17/13

Ticket ID: [redacted] email address [email protected]

05/17 05/20 LUCKYVITAMIN.COM ###-###-#### PA $3.12

05/16 05/17 LUCKYVITAMIN.COM ###-###-#### PA $11.67

05/16 05/17 LUCKYVITAMIN.COM ###-###-#### PA $2.00

05/07 05/08 LUCKYVITAMIN.COM ###-###-#### PA $36.96

04/30 05/01 LUCKYVITAMIN.COM ###-###-#### PA $1.67

04/23 04/24 LUCKYVITAMIN.COM ###-###-#### PA $20.63Desired Settlement: I want a total refund on this whole order, all their charges. If I don't get it, then I will have this company go through an inspection and audit for all customers who ordered from them in a class action suit just because what they did was unethical.

I have been buying from this Company for years with No Problems - then last year they started telling me my C.C. card didn't match my address - supposedly issue resolved - but it wasn't - problems continued. Phone calls & emails continuous. What a nightmare - then this Feb. 2015 - finally an order went thru normally. Now in March & April same problem. They gave me Promotion Code (discount) for all their screw ups - today same stuff - things don't match with my C.C. Customer Svc. is to have Supervisor call me back. They have become a Nightmare to deal with.

Review: Hello,this order total value is $9594,at 600 pieces citrus zinger(a name of product),which full box is 24 pieces in one box,total 25 boxes, but they ship at 100 boxes which not suitable for international shipment, so I live chat with their custom service at OCT 29 ask for change to ship at 25 boxes or change an address (a third company address)which can ship them more easy and cheaper,they refused and told me they can not do any change as the ship information have been sent to the shipping company but she suggested I can refuse them and I can get a full refund.I worry what she said may be changed so I even emailed them and have got a sure email answer on this.I asked my third ship company to refuse them on OCT 30,my third company called the shipping company to refuse them on NOV 1, the day before yesterday I contact them for refund, they only do me a $8154.9 refund, said if return more than 12 piece, they need do a 15% restock fee. we have emailed many times,but they stick to this.as you know, most online market is free return, the web not appear their return policy on the conspicuous positiononly appear free shipping policy at conspicuous position. I think no so many person will search there return policy before they buy products.and even they know this,if a custom service tell them they can refuse this order and get full refund, I think the customer will think that is in fact,think that is sure.here is the copy of emil from their custom service before.senderlucky.order.support [email protected] 30,2013 3:47PM (UTC-04:00 )receive[redacted],If you refuse all of the packages and they are all returned back to us we will issue you a full refund. If you have any further questions please contact us.Have a fabulous day!Thank You,[redacted].LuckyVitamin.com Customer Support[redacted]Desired Settlement: I hope I can get a order full refund with your help. order no:[redacted]if they not agree,they ship at 100 boxes,every box 6 pieces,as their return policy order less than 12 pcs ,need charge %5.95, I accept.do as 100 orders. as thought I just make one order,but they ship at so many boxes that not fit for international ship.but as their custom service told me I can get full refund if I refuse all these packages, I think I should get full refund in fact.

Review: I placed an order on 3/12/2013. The order number is LV[redacted]. I placed the item([redacted] ) 50. They separate the order for three shipment. They all shipped to my friend who live in U.S. When he went to China, he bought the first 18 items to me. But I found the 18 items expirate date are 06/2013. I connect the website. They want to me return these items. They can't charge the cost from china to U.S.Desired Settlement: Now I want to they sent me the replacement. If they insit me return these items. They charge the cost from China to U.S.

Business

Response:

Please see attached