My Natural Market LLC

Hello,? ? Thank you for contacting My Natural MarketWe are sincerely sorry to hear of your disappointment.? My Natural Market certainly understands the concern when shipping heat sensitive (perishable) itemsMost manufacturers, including Garden of Life, conduct rigorous stability testing that involve exposure to high temperatures with limited to no drop off in potencyExtra cells are commonly added to each batch to accommodate for any potential drop off (dead cells) that may occur as a result of exposure to high heatThe ColdPack Service is offered as an extra precaution during shippingFor an even extra precaution, we strongly recommend choosing Day or Next Day mail at checkoutAs the ice packs normally melt within 24-hours (may vary by location).? The buyer, [redacted] ***, has purchased both the ColdPack Service as well as UPS 2nd Day AirThe package was shipped and delivered as requested per the UPS 2nd Day Air request.? My Natural Market work very close with the manufacturer Garden of LifeThey have confirmed on multiple occasions that if a product should ship per My Natural Market ColdPack Service and arrive within hours, the potency is non-questionable and the products may be consumed at the guaranteed potency listed on the supplement facts of the box.? The order was shipped on Nov and confirmed delivered on Nov UPS.com Tracking Number:? [redacted] With a further look into the issue, we can see that [redacted] has indeed contacted customer service in regards to the issue via email on Nov In which case we responded (see attachment labeled "Order [redacted] Email Response")We were more than happy to assist the buyerWe provided the information on our website pertaining to the ColdPack Service purchased as well as suggested that they contact the manufacturer directly for further in depth details.? As My Natural Market is simply a distributor for the Garden of Life company, we highly recommend that all buyers contact the manufacturer directly for further detailsIf the manufacturer states the product has been affected by the shipment and is no longer at the full potency, we work with both the buyer and the manufacturer to either honor a replacement or issue a refundHowever, we do require that the buyer contact the manufacturer.? The buyer, [redacted] ***, also contact customer service via telephone on Nov This telephone conversation was indeed unpleasantThe buyer was very demanding and would not let the customer service agent speak to provide assistanceThe buyer as well as a gentlemen was verbally abusive and personally attacked the customer service agentThe customer service agent attempted on multiple times ? through-out the telephone conversation to calm the situation and provide assistance and was rudely abrupted each timeThe buyer as well as the gentlemen was recommended to call back for assistance once they have calmed down.? As we have previously stated, we are more than happy to assist the buyerWe believe in teamwork to achieve a common aim; a happy resolution for our online shoppersWe take customer satisfaction very seriously and thrive to provide the best supplements on the market for a low cost effective price.? This buyer is more than welcome to contact the manufacturer to obtain further details/confirmation on the potencyIf the buyer is unwilling to follow our policy they are more than welcome to return the product to our facility for a full refund according to our Return PolicyIf the request to contact the manufacturer has been made, we ask that the buyer communicate with our customer service appropriately so that we may come resolve the issue and provide return instructions and return label.? Customer ServiceTel: 866-646-8098Email: [email protected] through Friday? 9am to 5pm

We understand your frustration with our Heat Sensitive and Return policiesHowever, we have these policies in affect that apply to all of our shoppersEach company's policies and procedures may varyWe highly recommend going over each companie's policies and procedures to find a company that fits your individual needs and concerns. As we have previously stated, a refund for the products has been issued on November 21, in the amount of -$for the amount paid for the items. We have again attached a return label for the products as well as have sent the same return label with instructions to your email on file. Again, we apologize that our services did not meet your expectations and have exhausted our explanation and policies.

Hello, Thank you for contacting My Natural MarketWe are sincerely sorry to hear of your disappointment. My Natural Market certainly understands the concern when shipping heat sensitive (perishable) itemsMost manufacturers, including Garden of Life, conduct rigorous stability
testing that involve exposure to high temperatures with limited to no drop off in potencyExtra cells are commonly added to each batch to accommodate for any potential drop off (dead cells) that may occur as a result of exposure to high heatThe ColdPack Service is offered as an extra precaution during shippingFor an even extra precaution, we strongly recommend choosing Day or Next Day mail at checkoutAs the ice packs normally melt within 24-hours (may vary by location). The buyer, *** ***, has purchased both the ColdPack Service as well as UPS 2nd Day AirThe package was shipped and delivered as requested per the UPS 2nd Day Air request. My Natural Market work very close with the manufacturer Garden of LifeThey have confirmed on multiple occasions that if a product should ship per My Natural Market ColdPack Service and arrive within hours, the potency is non-questionable and the products may be consumed at the guaranteed potency listed on the supplement facts of the box. The order was shipped on Nov and confirmed delivered on Nov UPS.com Tracking Number: ***With a further look into the issue, we can see that *** *** has indeed contacted customer service in regards to the issue via email on Nov In which case we responded (see attachment labeled "Order *** Email Response")We were more than happy to assist the buyerWe provided the information on our website pertaining to the ColdPack Service purchased as well as suggested that they contact the manufacturer directly for further in depth details. As My Natural Market is simply a distributor for the Garden of Life company, we highly recommend that all buyers contact the manufacturer directly for further detailsIf the manufacturer states the product has been affected by the shipment and is no longer at the full potency, we work with both the buyer and the manufacturer to either honor a replacement or issue a refundHowever, we do require that the buyer contact the manufacturer. The buyer, *** ***, also contact customer service via telephone on Nov This telephone conversation was indeed unpleasantThe buyer was very demanding and would not let the customer service agent speak to provide assistanceThe buyer as well as a gentlemen was verbally abusive and personally attacked the customer service agentThe customer service agent attempted on multiple times through-out the telephone conversation to calm the situation and provide assistance and was rudely abrupted each timeThe buyer as well as the gentlemen was recommended to call back for assistance once they have calmed down. As we have previously stated, we are more than happy to assist the buyerWe believe in teamwork to achieve a common aim; a happy resolution for our online shoppersWe take customer satisfaction very seriously and thrive to provide the best supplements on the market for a low cost effective price. This buyer is more than welcome to contact the manufacturer to obtain further details/confirmation on the potencyIf the buyer is unwilling to follow our policy they are more than welcome to return the product to our facility for a full refund according to our Return PolicyIf the request to contact the manufacturer has been made, we ask that the buyer communicate with our customer service appropriately so that we may come resolve the issue and provide return instructions and return label. Customer ServiceTel: 866-646-8098Email: [email protected] through Friday 9am to 5pm

Complaint: ***
I am rejecting this response because:The seller is not willing to offer a full refund for the order including shipping I should not have to pay for shipping because the seller does not use insulated packaging for its refrigerated products The produce states on the package that refrigeration is required I paid for a freezer pack, and $ for next day shipping The package was shipped in a plain cardboard box thereby causing the freezer pack to melt and the product to become warm and loose its potency.I am holding the unopened product in my refrigerator so I can return it when I receive a full refund for the order My Natural Market screwed up because they used inadequate packaging and now they expect me to pay for their mistake by refusing to refund the cost of shipping I want to make everyone of their prospective customers aware that there are online retailers such as VitaCost that ship products requiring refrigeration in insulated packaging to ensure that their orders arrive cool I want all of their prospective customers to know that this company has unethical and uncaring staff that will not provide a full order refund when they ship product with insufficient packaging.As a former business owner, I would never treat my customers like this *** ***

We understand your frustration with our Heat Sensitive and Return policiesHowever, we have these policies in affect that apply to all of our shoppersEach company's policies and procedures may varyWe highly recommend going over each companie's policies and procedures to find a company that fits your individual needs and concerns. As we have previously stated, a refund for the products has been issued on November 21, in the amount of -$for the amount paid for the items. We have again attached a return label for the products as well as have sent the same return label with instructions to your email on file. Again, we apologize that our services did not meet your expectations and have exhausted our explanation and policies

Hello, Thank you for contacting My Natural MarketWe are sincerely sorry to hear of your disappointment. My Natural Market certainly understands the concern when shipping heat sensitive (perishable) itemsMost manufacturers, including Garden of Life, conduct rigorous stability
testing that involve exposure to high temperatures with limited to no drop off in potencyExtra cells are commonly added to each batch to accommodate for any potential drop off (dead cells) that may occur as a result of exposure to high heatThe ColdPack Service is offered as an extra precaution during shippingFor an even extra precaution, we strongly recommend choosing Day or Next Day mail at checkoutAs the ice packs normally melt within 24-hours (may vary by location). The buyer, *** ***, has purchased both the ColdPack Service as well as UPS 2nd Day AirThe package was shipped and delivered as requested per the UPS 2nd Day Air request. My Natural Market work very close with the manufacturer Garden of LifeThey have confirmed on multiple occasions that if a product should ship per My Natural Market ColdPack Service and arrive within hours, the potency is non-questionable and the products may be consumed at the guaranteed potency listed on the supplement facts of the box. The order was shipped on Nov and confirmed delivered on Nov UPS.com Tracking Number: ***With a further look into the issue, we can see that *** *** has indeed contacted customer service in regards to the issue via email on Nov In which case we responded (see attachment labeled "Order *** Email Response")We were more than happy to assist the buyerWe provided the information on our website pertaining to the ColdPack Service purchased as well as suggested that they contact the manufacturer directly for further in depth details. As My Natural Market is simply a distributor for the Garden of Life company, we highly recommend that all buyers contact the manufacturer directly for further detailsIf the manufacturer states the product has been affected by the shipment and is no longer at the full potency, we work with both the buyer and the manufacturer to either honor a replacement or issue a refundHowever, we do require that the buyer contact the manufacturer. The buyer, *** ***, also contact customer service via telephone on Nov This telephone conversation was indeed unpleasantThe buyer was very demanding and would not let the customer service agent speak to provide assistanceThe buyer as well as a gentlemen was verbally abusive and personally attacked the customer service agentThe customer service agent attempted on multiple times through-out the telephone conversation to calm the situation and provide assistance and was rudely abrupted each timeThe buyer as well as the gentlemen was recommended to call back for assistance once they have calmed down. As we have previously stated, we are more than happy to assist the buyerWe believe in teamwork to achieve a common aim; a happy resolution for our online shoppersWe take customer satisfaction very seriously and thrive to provide the best supplements on the market for a low cost effective price. This buyer is more than welcome to contact the manufacturer to obtain further details/confirmation on the potencyIf the buyer is unwilling to follow our policy they are more than welcome to return the product to our facility for a full refund according to our Return PolicyIf the request to contact the manufacturer has been made, we ask that the buyer communicate with our customer service appropriately so that we may come resolve the issue and provide return instructions and return label. Customer ServiceTel: 866-646-8098Email: [email protected] through Friday 9am to 5pm

?
Complaint: ***
I am rejecting this response because:The seller is not willing to offer a full refund for the order including shipping? I should not have to pay for shipping because the seller does not use insulated packaging for its refrigerated products? The produce states on the package that refrigeration is required? I paid for a freezer pack, and $ for next day shipping? The package was shipped in a plain cardboard box thereby causing the freezer pack to melt and the product to become warm and loose its potency.I am holding the unopened product in my refrigerator so I can return it when I receive a full refund for the order? My Natural Market screwed up because they used inadequate packaging and now they expect me to pay for their mistake by refusing to refund the cost of shipping? I want to make everyone of their prospective customers aware that there are online retailers such as VitaCost that ship products requiring refrigeration in insulated packaging to ensure that their orders arrive cool? I want all of their prospective customers to know that this company has unethical and uncaring staff that will not provide a full order refund when they ship product with insufficient packaging.As a former business owner, I would never treat my customers like this? *** ***