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.
From: [redacted] [mailto:[redacted]@gmail.com] Sent: Monday, August 04, 2014 12:55 PMTo: infoSubject: Re: Revdex.com - You have a New Message from Revdex.com Regarding Complaint #[redacted]
The problem was resolved. All funds are back in my account
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]
We have reviewed the call that took place with one of our coaches
after the customer's initial purchase of $97.00. It seems as there was
some miscommunication as far as the additional purchase that took place
after the phone conversation, in the amount of $154.00. The...
customer was
under the impression that he was supposed to get a call at 12 noon on
8/1/2014 before he was to be charged. The coach was under the impression
that the customer wanted him to charge his card at 12 noon the
following day. The coach then put the charge through for $154.00. There
was not attempt on the coaches end to contact the customer.
I do show that a full refund was already done on 8/2/14. The funds should
be back into the customer's account already since it has been 9 days. Thank You.
We show that customer's original order with our company was on 4/16/16 for $97.00, which that came a $67.00 recurring charge if not cancelled. 2 additional charges had been added to his account for $67 each on 4/30/16 and 5/3016. The customer had then made another large purchase of supplements...
from one of our sales coaches on 5/11/16 in the amount of $1,446.00. The customer had then requested a refund for everything on 6/4/2016. He was told that he needed to send back the product, and supply to us the information of the shipment. We show that the customer refused our package on 6/15/16. He was informed by our refund specialist that once the items arrived back to our warehouse, they would be refunded. Until now, we are still not showing that the package has been delivered back to our warehouse.We had still refunded the customer in the amount of $1,301.00 on 7/12/16, even though our policy is that we have to first receive the product back in order to process the refund. We were able to refund 1 of the rebills for $67 and we also refunded him the shipping cost of $145.00, which is usually not refundable per our terms. We felt as though for the inconvenience that we would give him back the money for the shipping cost. There are 2 charges that are currently on his account that we could not refund due to them being to old, and our system will not allow it. The only other option to pay back those additional $97.00, and $67.00 charges would be for Mr. ** to give us his [redacted] information, which was stated to him in an email on 9/7/16, we have not heard anything back from him. Once he supplies us with this information, than we will go ahead and refund the rest of what he had purchased with us, which is $164.00.Mr. ** also was emailing in from his secretary's email address and name, this is why there was so much confusion, and why the agent had to ask repeatedly for the information attached to the customer's account. Also instead of responding to the same ticket/email, the customer would start a new ticket each time, resulting in 9 total tickets for this issue.
We would like to apologize for the inconvenience in this matter. Like I have stated above, once we get the [redacted] information for Mr. **, we can have him paid back in full for all purchases with us amounting to $1667.00. This included the $145.00 shipping charge (this is usually non-refundable) that we have refunded back to the customer already.
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.
In addition I want full refund and cancellation of all transaction done with Mike Chang Fitness LLC. This include an initial $192 six pack which has a 60days money back guarantee, illegal deduction of $1,487.09 and another illegal and unauthorized charge on my debit card 3days ago of $67. I want all money refunded and contract terminated
Regards,
[redacted]
Mr. [redacted] purchased the Abs After 40 program on Sunday, February 7, 2016. He did call and speak to one of our Customer Service Representatives on Monday, February 8, 2016 at 3:36pm CST and the Agent Emailed Mr. [redacted] a Recap of their phone conversation (attached). The Agent sent Mr. [redacted]’s...
information and request to our Refund Specialist at 3:51pm CST on 2/8/16. Orders that are placed during the weekend are immediately sent to our Fulfillment Center 1st thing Monday morning. Upon checking the status of the supplement portion of Mr. [redacted]’s order with our Fulfillment Center and realizing that the order had already been processed/shipped, our Refund Specialist emailed Mr. [redacted] the necessary return instructions in order to complete his request for a refund (attached). Mr. [redacted] was Refunded his entire order in the amount of $245.95. (attached) The $97 Abs After 40 Program was refunded on 2/22/16 and the supplements were refunded on 3/2/16 & 3/4/16. **Please Note that this incident has been brought to the attention of the Customer Service Manager in order to update the current process that is followed for Refund Requests when Supplements are part of the refund. The Current process is that the Agent send the request to the Refund Specialist and the Refund Specialist will review the request, check with our fulfillment center for status of merchandise and then respond to the customer accordingly. We agreed that had the Agent notified our Fulfillment Center upon receiving Mr. [redacted]’s request on 2/7/16 then the supplement order/shipment could have been stopped and the refund for the supplements could have been processed right away. Tell us why here...
We show that Mr. [redacted] placed an online order for the Abs After 40 workout program with our company on 9/18/16. That program includes a 14 day free trial of the Abs After 40 Nutrition system. The Terms and Conditions are stated on the checkout page, and customer's have to check the box stating...
that they understand before they can proceed any further to purchase the product. I have copied and pasted what is listed on the checkout page below, and I have also attached a screenshot of what it looks like on the checkout page that Mr. [redacted] purchased from. I do show that Mr. [redacted] emailed us on 10/3/16 asking for a refund, in which we have fully given to him. The total amount refunded was $164.00. I understand that I'll also get a 14 day membership to Abs Over 40 Advanced Nutrition Program included with my order. I understand that if I do not want to be charged for the Nutrition Program, I just have to
cancel within 14 days by emailing you at [email protected]. If do not cancel my membership within 14 days, I understand that I'll keep getting the newest videos each week, and that I'll be billed just
$67/month for the next 6 months.
customer [redacted] on Sept 9th the customer requested to cancel their subscription, but then sent an additional response to hold off until he had spoken with [redacted] (his fitness coach). We did not receive another email from him into customer support until 11/12/16. Customer was then refunded for both charges that were within the 60 day money back guarantee period, on 11/14/2016, and sent a confirmation email letting him know that the 2 most recent charges had been refunded ($67 for 10/9/16, and $67 for 11/8/16). The customer has not been charged after the most recent charge of 11/8/16.We would be willing to refund $67 x 2 =$134.00 for charges on 8/10/16 and 9/9/16 for the inconvenience and miscommunication. In order for those amounts to be refunded the customer would need to email us with a Paypal account email. This is the only way to refund these additional amounts since they are outside the timeframe for our system to let us process the refund. We really do apologize for the inconvenience.
The customer had made of a purchase on 4/2/2014 in the
amount of $97.00 for the SixPack Shortcuts program. The terms and conditions
are located right below where the customer is to input their credit card
information. It does state that if the membership is not canceled that...
there
would be a monthly charge of $67.00 to their account. We do show an email on
5/11/2014 from the customer asking about the additional charge. It was
explained to her how it works, and the monthly membership was canceled by the
representative that handled her ticket. They also issued a refund in the amount
of $67.00. This was done on 5/12/2014. I have went ahead and requested a refund
today for the initial charge of $97.00 to be returned back to the customer’s
account. I have also made sure that her son [redacted] still has access to the
fitness program SixPack Shortcuts for life.
Edit | Del5/12/2014 7:17 [redacted]Credit CardRefund($67.00)ApprovedThis transaction has been approved.
Edit | Del5/15/2014 4:27 [redacted]Credit CardRefund($97.00)ApprovedThis transaction has been approved.
[redacted]Please take note that [redacted] is no longer with Mike Chang Fitness and that his last day of employment was on March 7, 2015[redacted] became a member on January 15, 2015 by purchasing our Monster Mass Program and Done for You Diet nutrition guide via a phone order with one of our...
coaches, [redacted].[redacted] made another purchase via phone with coach [redacted] the following day, January 16, 2015, for our Muscle Protein supplement. On February 17, 2015, [redacted] purchased our Muscle Building Vault (MBV) program through our Members Area and on March 4, 2015, unhappy with the MBV program, [redacted] asked that our Customer Service Representative, [redacted], switch his MBV access to our Accelerated Abs program. [redacted] had coaching conversations regarding his programs and supplements with Mr. [redacted] as well as [redacted] during this time period. He also received email contact from our Personal Success Coaches regarding how he was doing on his programs. All of our Programs and Supplements are covered by our 60 Day Money Back Guarantee. [redacted] emailed us requesting a refund on May 12, 2015. This refund request came long after the 60 Day Money Back Guarantee period for all of the purchases that had been made. Had [redacted] requested a refund on or before March 15, 2015 for the Monster Mass Program and Done for You Diet nutrition guide, on or before March 16, 2015 for the Muscle Repair supplement, or one or before April 17, 2015 for the Muscle Building Vault/Accelerated Abs we would have been able to process his request with no questions asked. Unfortunately, since the request was made far outside the 60 Day parameter, we are unable to process [redacted]'s requested refund. We can have one of our Certified Personal Trainers/Personal Success Coaches contact him in order to show him how to best utilize his programs. Please do not hesitate to contact me if there are any further questions or needs regarding this matter. [redacted] Quality Assurance Manager | Mike Chang Fitness LLC[redacted]
We show that the customer had went onto our website and made a purchase on 1/15/14, in which there was a glitch in the system and only part of the order went through (1 can). Because of the error during the purchase, the product didn't originally ship out. The customer had emailed in and called...
our customer support. The customer was then sent an email giving a rundown of their phone call discussion. The agent had forgotten to have the customer verify the shipping address, and was waiting for the response from the customer in order to send the info for the shipment. A different agent had picked up the email response verifying that her address was correct, however that agent failed to let our shipping department know that it needed to be sent out. The customer then email us again on 2/13 about her order in which the shipping department was then notified to process the shipment for the product. That day (2/13) she was also contacted via phone by one of our customer support agents, in which she had stated that she still didn't have her product from us. He then stated that there was an error and that part of it didn't go through and that he would fix it. The customer stated ok and they ended the conversation. That is where the additional charge of $134.00 (3 cans) came from on 2/13/14. The agent had seen that there was an original error for the additional cans and thought the customer was expecting them, and then charged her for them. This conversation was very vaque between the agent and the customer. There should have been more clarification during the call on what exactly the customer needed. We do show that 4 cans of product were shipped and delivered on 2/22/14.
We see that customer has stated that the bank has returned all of her money, but in the resolution she is asking for us to refund her. We would like to know for sure if the bank has already given her money back and issued a charge back to us. If they have we will not double refund. If she has indeed not been refunded by her bank, we would be more than happy to issue her a full refund. Please Advise.
The customer, [redacted], ordered the [redacted] Stickpacks from our company on 1/7/14 for $4.79 shipping. The customer then inquired about the tracking information the same day as the purchase. The customer was told, since they had just placed the order that it would be shipped out...
within the next couple of days. Our orders generally take 1-3 days to leave the fullfillment center based on the volume of shipments they need to process. We do see that there was some miscommunication with some of our agents, for which we take full responsibility as a training issue, with the customer. With January being our heaviest volume month we brought on a few temporary customer service agents to help our customers.
We issued a refund on 1/28/14, because it was brought to our attention how upset the customer was in not receiving their product. This is understandable as we failed on so many fronts simultaneously. The reason it was not sent initially was because in our customer service database the order showed as (incorrectly) cancelled. We were issuied a refund in the amount of $4.79, and allowed [redacted] to keep the product once it arrived. We also allowed the customer to be able to keep access to the online content on our member's site for free because of all the hassle. We have checked and the sample packs will arrive to the customer sometime this week.
Thanks and if there are any other questions, comments or concerns please contact me.
[redacted]
COO
Mike Chang Fitness, LLC
On September 24, 2014, Mr. [redacted] ordered our SixPack Shortcuts digital workout program along with one bottle of our SixPack Sleep supplement from our Phone Coach, [redacted]. On October 13, 2014, Mr. [redacted] emailed in requesting the instructions on returning his product due to health...
issues. He was provided with the instructions on how to return the supplement that same day. The information needed by our Refund Specialist in order to process a refund for supplements shipped are the tracking number and the service used to return the supplement. While Mr. [redacted] did supply this information to us, the tracking number that he supplied was missing 1 number, which is why it would consistently turn up as "Your search did not match any documents" and/or "Not Found". From the moment we received the tracking number from Mr. [redacted], there was a failure on our end to do our due diligence in quickly identifying the reason why the tracking number wasn't working. Had we done so there would not have been months worth of back and forth correspondence needed and the frustration that Mr. [redacted] felt in attempting to obtain his refund would have been avoided. We would like to provide Mr. [redacted] with his requested refund, but since it is past the 60 Day Money Back Guarantee period, the refund will have to be issued via PayPal.I attempted to contact Mr. [redacted] on 7/2/15 at 5pm in order to obtain his PayPal information and/or to assist him in setting up a PayPal account so that we can refund his order of $184.90 but he was not available and a voice message was left. If Mr. [redacted] could contact me at ###-###-#### at his earliest convenience I can guarantee that his requested refund is promptly processed. [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. Although I do wish I was given the information that the product was not in storage instead of just telling me that I would have have to wait for a confirmation email. But thank you for taking this into attention and also understanding the miscommunication your agents and I were having.
Regards,
[redacted]
BEWARE!!! When you order abs after 40 make sure you read the last 2 pages before you click I agree!! You will be charged $72 monthly for 3 months and they don't tell you about it! It is no where on the site but hidden in the last 2 pages! THIS IS A SCAM!!!!
I made a one time purchase of a few of their products. Today, I am being charged for those products monthly. I never changed my one time purchase to a monthly subscription, nor have I received the products I have been charged for. I have tried on many occasions to contact a representative but to no avail. The products did not work for me the first time, and I sent them back for a refund. I have also yet to receive the refund. This has been a total nightmare.
The customer was sent Return Instructions on November 7th, explaining what we needed in regards to the refund he was requesting.
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He replied stating that his products were to return on Friday, but never gave us the appropriate tracking information as requested in the email sent on 11/7/16. He was responded to and asked if he had given us the necessary info but he declined to answer and stated that he needed his refund.
We had the warehouse check through returns and they did find his returned package which was then input in the system on 11/15/16.
The customer needed to provide us with tracking info for the package so we could verify the return, but in not doing so we would have to wait until the products are received, and then issue the refund. By not doing so, it puts a delay in processing refunds.
Since the products have returned, we have gone ahead and issue the refund he requested in the amount of $412.00 on 11/18/16.
Attached is the email sent to the customer with the information that was being requested in order to process his refund in the most efficient manner possible.
On 7/16/15, [redacted] purchased the Sixpack Shortcuts (SPS) program with the free Done for you Diet nutrition plan for $97 online.
He received a call later that day from one of our coaches who spoke to Luke about combining our other programs, Insane Home Fat Loss, Muscle Building...
Vault, and Monster Mass, with his SPS program to get his desired results faster. Luke agreed to the additional programs for the additional charge but the order was declined. Luke emailed in to our Customer Service Department on 7/16/15 seeking to obtain a refund as he was under the impression that he would be receiving DVDs. Our Customer Service Manager informed him that as a courtesy for the misunderstanding we could send DVDs at no additional charge. Luke stated "If you send me DVDs you can keep my money. I still want to get in shape." Luke's mother emailed on 7/24/15 requesting that the $97 be refunded immediately and that the Advanced Fitness Coaching free trial be cancelled. The Refund was processed on 7/24/15 for $97 and the AFC trial was also cancelled. Attached is a screenshot of the processed refund.
Please don't hesitate to contact me if you have any questions.
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.
Thank U for the info. I did speak with [redacted] at Mike Change Fitness....yesterday and the day prior. She informed Me.....that She would have this bottle shipped to Me.....in lieu of a refund. Just to correct the situation.....they charged Me for 4 separate orders...and I received a 4 separate refunds....according to what M/C originally told Me...as well as what is shown on the statement. Just a little technicality. Also, I informed [redacted] yesterday, that I never did receive the DVD's. She said something about.....it showing that it was delivered....to......maybe My Box Number. If no signature is required....the post office said they c[redacted]ot trace it. But, because they put parcel cards.....into the boxes....which are needed to claim the parcels....they probably have some record. I know I did not receive this.....at all....and I doubt My soon-to-be Ex Wife....would have had any use for them.....I think She would have left the card there....for Me....or...if the package actually fit in the box....She would have left it for Me.
Based on receiving this bottle and the DVD's......no charge...and no further charges thereafter, I will be satisfied to the point that I can let this situation rest........Mission accomplished.
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.
From: [redacted] [mailto:[redacted]@gmail.com] Sent: Monday, August 04, 2014 12:55 PMTo: infoSubject: Re: Revdex.com - You have a New Message from Revdex.com Regarding Complaint #[redacted]
The problem was resolved. All funds are back in my account
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]
We have reviewed the call that took place with one of our coaches
after the customer's initial purchase of $97.00. It seems as there was
some miscommunication as far as the additional purchase that took place
after the phone conversation, in the amount of $154.00. The...
customer was
under the impression that he was supposed to get a call at 12 noon on
8/1/2014 before he was to be charged. The coach was under the impression
that the customer wanted him to charge his card at 12 noon the
following day. The coach then put the charge through for $154.00. There
was not attempt on the coaches end to contact the customer.
I do show that a full refund was already done on 8/2/14. The funds should
be back into the customer's account already since it has been 9 days. Thank You.
We show that customer's original order with our company was on 4/16/16 for $97.00, which that came a $67.00 recurring charge if not cancelled. 2 additional charges had been added to his account for $67 each on 4/30/16 and 5/3016. The customer had then made another large purchase of supplements...
from one of our sales coaches on 5/11/16 in the amount of $1,446.00. The customer had then requested a refund for everything on 6/4/2016. He was told that he needed to send back the product, and supply to us the information of the shipment. We show that the customer refused our package on 6/15/16. He was informed by our refund specialist that once the items arrived back to our warehouse, they would be refunded. Until now, we are still not showing that the package has been delivered back to our warehouse.We had still refunded the customer in the amount of $1,301.00 on 7/12/16, even though our policy is that we have to first receive the product back in order to process the refund. We were able to refund 1 of the rebills for $67 and we also refunded him the shipping cost of $145.00, which is usually not refundable per our terms. We felt as though for the inconvenience that we would give him back the money for the shipping cost. There are 2 charges that are currently on his account that we could not refund due to them being to old, and our system will not allow it. The only other option to pay back those additional $97.00, and $67.00 charges would be for Mr. ** to give us his [redacted] information, which was stated to him in an email on 9/7/16, we have not heard anything back from him. Once he supplies us with this information, than we will go ahead and refund the rest of what he had purchased with us, which is $164.00.Mr. ** also was emailing in from his secretary's email address and name, this is why there was so much confusion, and why the agent had to ask repeatedly for the information attached to the customer's account. Also instead of responding to the same ticket/email, the customer would start a new ticket each time, resulting in 9 total tickets for this issue.
We would like to apologize for the inconvenience in this matter. Like I have stated above, once we get the [redacted] information for Mr. **, we can have him paid back in full for all purchases with us amounting to $1667.00. This included the $145.00 shipping charge (this is usually non-refundable) that we have refunded back to the customer already.
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.
In addition I want full refund and cancellation of all transaction done with Mike Chang Fitness LLC. This include an initial $192 six pack which has a 60days money back guarantee, illegal deduction of $1,487.09 and another illegal and unauthorized charge on my debit card 3days ago of $67. I want all money refunded and contract terminated
Regards,
[redacted]
Mr. [redacted] purchased the Abs After 40 program on Sunday, February 7, 2016. He did call and speak to one of our Customer Service Representatives on Monday, February 8, 2016 at 3:36pm CST and the Agent Emailed Mr. [redacted] a Recap of their phone conversation (attached). The Agent sent Mr. [redacted]’s...
information and request to our Refund Specialist at 3:51pm CST on 2/8/16. Orders that are placed during the weekend are immediately sent to our Fulfillment Center 1st thing Monday morning. Upon checking the status of the supplement portion of Mr. [redacted]’s order with our Fulfillment Center and realizing that the order had already been processed/shipped, our Refund Specialist emailed Mr. [redacted] the necessary return instructions in order to complete his request for a refund (attached). Mr. [redacted] was Refunded his entire order in the amount of $245.95. (attached) The $97 Abs After 40 Program was refunded on 2/22/16 and the supplements were refunded on 3/2/16 & 3/4/16. **Please Note that this incident has been brought to the attention of the Customer Service Manager in order to update the current process that is followed for Refund Requests when Supplements are part of the refund. The Current process is that the Agent send the request to the Refund Specialist and the Refund Specialist will review the request, check with our fulfillment center for status of merchandise and then respond to the customer accordingly. We agreed that had the Agent notified our Fulfillment Center upon receiving Mr. [redacted]’s request on 2/7/16 then the supplement order/shipment could have been stopped and the refund for the supplements could have been processed right away. Tell us why here...
We show that Mr. [redacted] placed an online order for the Abs After 40 workout program with our company on 9/18/16. That program includes a 14 day free trial of the Abs After 40 Nutrition system. The Terms and Conditions are stated on the checkout page, and customer's have to check the box stating...
that they understand before they can proceed any further to purchase the product. I have copied and pasted what is listed on the checkout page below, and I have also attached a screenshot of what it looks like on the checkout page that Mr. [redacted] purchased from. I do show that Mr. [redacted] emailed us on 10/3/16 asking for a refund, in which we have fully given to him. The total amount refunded was $164.00. I understand that I'll also get a 14 day membership to Abs Over 40 Advanced Nutrition Program included with my order. I understand that if I do not want to be charged for the Nutrition Program, I just have to
cancel within 14 days by emailing you at [email protected]. If do not cancel my membership within 14 days, I understand that I'll keep getting the newest videos each week, and that I'll be billed just
$67/month for the next 6 months.
We received an email from...
customer [redacted] on Sept 9th the customer requested to cancel their subscription, but then sent an additional response to hold off until he had spoken with [redacted] (his fitness coach). We did not receive another email from him into customer support until 11/12/16. Customer was then refunded for both charges that were within the 60 day money back guarantee period, on 11/14/2016, and sent a confirmation email letting him know that the 2 most recent charges had been refunded ($67 for 10/9/16, and $67 for 11/8/16). The customer has not been charged after the most recent charge of 11/8/16.We would be willing to refund $67 x 2 =$134.00 for charges on 8/10/16 and 9/9/16 for the inconvenience and miscommunication. In order for those amounts to be refunded the customer would need to email us with a Paypal account email. This is the only way to refund these additional amounts since they are outside the timeframe for our system to let us process the refund. We really do apologize for the inconvenience.
The customer had made of a purchase on 4/2/2014 in the
amount of $97.00 for the SixPack Shortcuts program. The terms and conditions
are located right below where the customer is to input their credit card
information. It does state that if the membership is not canceled that...
there
would be a monthly charge of $67.00 to their account. We do show an email on
5/11/2014 from the customer asking about the additional charge. It was
explained to her how it works, and the monthly membership was canceled by the
representative that handled her ticket. They also issued a refund in the amount
of $67.00. This was done on 5/12/2014. I have went ahead and requested a refund
today for the initial charge of $97.00 to be returned back to the customer’s
account. I have also made sure that her son [redacted] still has access to the
fitness program SixPack Shortcuts for life.
Edit | Del5/12/2014 7:17 [redacted]Credit CardRefund($67.00)ApprovedThis transaction has been approved.
Edit | Del5/15/2014 4:27 [redacted]Credit CardRefund($97.00)ApprovedThis transaction has been approved.
[redacted]Please take note that [redacted] is no longer with Mike Chang Fitness and that his last day of employment was on March 7, 2015[redacted] became a member on January 15, 2015 by purchasing our Monster Mass Program and Done for You Diet nutrition guide via a phone order with one of our...
coaches, [redacted].[redacted] made another purchase via phone with coach [redacted] the following day, January 16, 2015, for our Muscle Protein supplement. On February 17, 2015, [redacted] purchased our Muscle Building Vault (MBV) program through our Members Area and on March 4, 2015, unhappy with the MBV program, [redacted] asked that our Customer Service Representative, [redacted], switch his MBV access to our Accelerated Abs program. [redacted] had coaching conversations regarding his programs and supplements with Mr. [redacted] as well as [redacted] during this time period. He also received email contact from our Personal Success Coaches regarding how he was doing on his programs. All of our Programs and Supplements are covered by our 60 Day Money Back Guarantee. [redacted] emailed us requesting a refund on May 12, 2015. This refund request came long after the 60 Day Money Back Guarantee period for all of the purchases that had been made. Had [redacted] requested a refund on or before March 15, 2015 for the Monster Mass Program and Done for You Diet nutrition guide, on or before March 16, 2015 for the Muscle Repair supplement, or one or before April 17, 2015 for the Muscle Building Vault/Accelerated Abs we would have been able to process his request with no questions asked. Unfortunately, since the request was made far outside the 60 Day parameter, we are unable to process [redacted]'s requested refund. We can have one of our Certified Personal Trainers/Personal Success Coaches contact him in order to show him how to best utilize his programs. Please do not hesitate to contact me if there are any further questions or needs regarding this matter. [redacted] Quality Assurance Manager | Mike Chang Fitness LLC[redacted]
We show that the customer had went onto our website and made a purchase on 1/15/14, in which there was a glitch in the system and only part of the order went through (1 can). Because of the error during the purchase, the product didn't originally ship out. The customer had emailed in and called...
our customer support. The customer was then sent an email giving a rundown of their phone call discussion. The agent had forgotten to have the customer verify the shipping address, and was waiting for the response from the customer in order to send the info for the shipment. A different agent had picked up the email response verifying that her address was correct, however that agent failed to let our shipping department know that it needed to be sent out. The customer then email us again on 2/13 about her order in which the shipping department was then notified to process the shipment for the product. That day (2/13) she was also contacted via phone by one of our customer support agents, in which she had stated that she still didn't have her product from us. He then stated that there was an error and that part of it didn't go through and that he would fix it. The customer stated ok and they ended the conversation. That is where the additional charge of $134.00 (3 cans) came from on 2/13/14. The agent had seen that there was an original error for the additional cans and thought the customer was expecting them, and then charged her for them. This conversation was very vaque between the agent and the customer. There should have been more clarification during the call on what exactly the customer needed. We do show that 4 cans of product were shipped and delivered on 2/22/14.
We see that customer has stated that the bank has returned all of her money, but in the resolution she is asking for us to refund her. We would like to know for sure if the bank has already given her money back and issued a charge back to us. If they have we will not double refund. If she has indeed not been refunded by her bank, we would be more than happy to issue her a full refund. Please Advise.
Thank You
The customer, [redacted], ordered the [redacted] Stickpacks from our company on 1/7/14 for $4.79 shipping. The customer then inquired about the tracking information the same day as the purchase. The customer was told, since they had just placed the order that it would be shipped out...
within the next couple of days. Our orders generally take 1-3 days to leave the fullfillment center based on the volume of shipments they need to process. We do see that there was some miscommunication with some of our agents, for which we take full responsibility as a training issue, with the customer. With January being our heaviest volume month we brought on a few temporary customer service agents to help our customers.
We issued a refund on 1/28/14, because it was brought to our attention how upset the customer was in not receiving their product. This is understandable as we failed on so many fronts simultaneously. The reason it was not sent initially was because in our customer service database the order showed as (incorrectly) cancelled. We were issuied a refund in the amount of $4.79, and allowed [redacted] to keep the product once it arrived. We also allowed the customer to be able to keep access to the online content on our member's site for free because of all the hassle. We have checked and the sample packs will arrive to the customer sometime this week.
Thanks and if there are any other questions, comments or concerns please contact me.
[redacted]
COO
Mike Chang Fitness, LLC
On September 24, 2014, Mr. [redacted] ordered our SixPack Shortcuts digital workout program along with one bottle of our SixPack Sleep supplement from our Phone Coach, [redacted]. On October 13, 2014, Mr. [redacted] emailed in requesting the instructions on returning his product due to health...
issues. He was provided with the instructions on how to return the supplement that same day. The information needed by our Refund Specialist in order to process a refund for supplements shipped are the tracking number and the service used to return the supplement. While Mr. [redacted] did supply this information to us, the tracking number that he supplied was missing 1 number, which is why it would consistently turn up as "Your search did not match any documents" and/or "Not Found". From the moment we received the tracking number from Mr. [redacted], there was a failure on our end to do our due diligence in quickly identifying the reason why the tracking number wasn't working. Had we done so there would not have been months worth of back and forth correspondence needed and the frustration that Mr. [redacted] felt in attempting to obtain his refund would have been avoided. We would like to provide Mr. [redacted] with his requested refund, but since it is past the 60 Day Money Back Guarantee period, the refund will have to be issued via PayPal.I attempted to contact Mr. [redacted] on 7/2/15 at 5pm in order to obtain his PayPal information and/or to assist him in setting up a PayPal account so that we can refund his order of $184.90 but he was not available and a voice message was left. If Mr. [redacted] could contact me at ###-###-#### at his earliest convenience I can guarantee that his requested refund is promptly processed. [redacted]
Offered money back guarantee, but refuses to honor it. Wants me to pay to send back an empty bottle of a useless product before I would get a refund.
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. Although I do wish I was given the information that the product was not in storage instead of just telling me that I would have have to wait for a confirmation email. But thank you for taking this into attention and also understanding the miscommunication your agents and I were having.
Regards,
[redacted]
BEWARE!!! When you order abs after 40 make sure you read the last 2 pages before you click I agree!! You will be charged $72 monthly for 3 months and they don't tell you about it! It is no where on the site but hidden in the last 2 pages! THIS IS A SCAM!!!!
I made a one time purchase of a few of their products. Today, I am being charged for those products monthly. I never changed my one time purchase to a monthly subscription, nor have I received the products I have been charged for. I have tried on many occasions to contact a representative but to no avail. The products did not work for me the first time, and I sent them back for a refund. I have also yet to receive the refund. This has been a total nightmare.
The customer was sent Return Instructions on November 7th, explaining what we needed in regards to the refund he was requesting.
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He replied stating that his products were to return on Friday, but never gave us the appropriate tracking information as requested in the email sent on 11/7/16. He was responded to and asked if he had given us the necessary info but he declined to answer and stated that he needed his refund.
We had the warehouse check through returns and they did find his returned package which was then input in the system on 11/15/16.
The customer needed to provide us with tracking info for the package so we could verify the return, but in not doing so we would have to wait until the products are received, and then issue the refund. By not doing so, it puts a delay in processing refunds.
Since the products have returned, we have gone ahead and issue the refund he requested in the amount of $412.00 on 11/18/16.
Attached is the email sent to the customer with the information that was being requested in order to process his refund in the most efficient manner possible.
On 7/16/15, [redacted] purchased the Sixpack Shortcuts (SPS) program with the free Done for you Diet nutrition plan for $97 online.
He received a call later that day from one of our coaches who spoke to Luke about combining our other programs, Insane Home Fat Loss, Muscle Building...
Vault, and Monster Mass, with his SPS program to get his desired results faster. Luke agreed to the additional programs for the additional charge but the order was declined. Luke emailed in to our Customer Service Department on 7/16/15 seeking to obtain a refund as he was under the impression that he would be receiving DVDs. Our Customer Service Manager informed him that as a courtesy for the misunderstanding we could send DVDs at no additional charge. Luke stated "If you send me DVDs you can keep my money. I still want to get in shape." Luke's mother emailed on 7/24/15 requesting that the $97 be refunded immediately and that the Advanced Fitness Coaching free trial be cancelled. The Refund was processed on 7/24/15 for $97 and the AFC trial was also cancelled. Attached is a screenshot of the processed refund.
Please don't hesitate to contact me if you have any questions.
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.
Thank U for the info. I did speak with [redacted] at Mike Change Fitness....yesterday and the day prior. She informed Me.....that She would have this bottle shipped to Me.....in lieu of a refund. Just to correct the situation.....they charged Me for 4 separate orders...and I received a 4 separate refunds....according to what M/C originally told Me...as well as what is shown on the statement. Just a little technicality. Also, I informed [redacted] yesterday, that I never did receive the DVD's. She said something about.....it showing that it was delivered....to......maybe My Box Number. If no signature is required....the post office said they c[redacted]ot trace it. But, because they put parcel cards.....into the boxes....which are needed to claim the parcels....they probably have some record. I know I did not receive this.....at all....and I doubt My soon-to-be Ex Wife....would have had any use for them.....I think She would have left the card there....for Me....or...if the package actually fit in the box....She would have left it for Me.
Based on receiving this bottle and the DVD's......no charge...and no further charges thereafter, I will be satisfied to the point that I can let this situation rest........Mission accomplished.
Regards,
[redacted]