Nekter Juice Bar Inc

This customer was contacted directly via email and phone by local customer service representativesAny additional complaints please forward to [email protected] for immediate assistance

Revdex.com:
I have reviewed the response made by the business in reference to...

complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.The business sent an impersonal letter (attached) that didn’t address all my concerns. The manager Amber contacted me in regards to my online order via app not being processed which is only one part. She had no idea about the other concerns so I referred her to this Revdex.com case. 
Regards,
[redacted]

Hi [redacted],
 
I have just become aware of a complaint filed with the Revdex.com for an order that was poorly handled in February. I wanted to reach out an apologize for how difficult it was to receive a refund from us. Our method for processing customer transactions/refunds needs work, to say they...

least. 
 
I realize we have probably lost your trust in us but I wanted to assure you we are working diligently to increase the quality of our customer experience. Nekter has seen tremendous growth and with that a major need for better consumer outreach. Your feedback is important to us and will help us improve our business practices. 
 
Attached is a receipt from our merchant services of the refund which was sent on your 3rd discussions with us, February 18th. This should have been processed within a day or so. I understand your frustration with how many conversations it took. Our refund policy has changed to help ease this process.
 
I am going to include [redacted] (Revdex.com) on this response so they are aware we have taken steps to reach out to you and please feel free to contact me if you have any more questions, comments, or concerns. 
 
Thank you.
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[redacted] 
[redacted]
[redacted] l Santa Ana, CA 92705

Review: On February 15, 2014 I purchased the 3 day classic cleanse from the Downtown Summerlin Las Vegas location. At the time I purchased the girl behind the counter told me she had never tried it and to come back and let her know how it went. I tried Day 1, juice 1 and it was awful. I tried Day 1, juice 2 and it was worse. The next morning I brought the remaining product, untampered with and in brand new condition back (within 24hrs of purchase) where the gentleman behind the counter told me that for 3 months he had been selling 30 of the same cleanses per day without one complaint- a miraculous and, frankly, unbelievable, 100% customer satisfaction rate for over 2700 customers. I provided him the product and my business card to have [redacted], the store manager, contact me since there is no functional telephone number for this location (however, when you phone the number listed you do get a very agitated woman who is furious that she gets so many calls for Nekter Juice Bar). It has been three full business days and no email or telephone call from [redacted]. Also, the gentleman told me that they don't do samples and have no customer service policy outside of selling as much juice as they can. Even [redacted]- grocery stores- have refund and customer service policies. I am horrified that any business would function in such a manner and I highly doubt that, if they have truly serviced over 2700 customers in the Las Vegas area, I am the first to be unhappy.Desired Settlement: I would like a full refund for the $144 purchase price I paid for the cleanse.

Review: I usually go into the store to pick up my cleanses from Nekter, which by the way are great just this time I decided to order it online.I placed my order online on 2/9/14 for my 3 day cleanse to get delivered for Wednesday(Ships Tuesday 2/11/14 overnighted which is $60 additional by the way. I decided that way I could prepare for my cleanse with a day or two, so Tuesday comes around and my order says not shipped yet, I log into my account online on Wednesday and it still says not shipped. so I decide to call and spoke to [redacted], which she was very helpful and she explains to me that they had a error on there system so they didn't know if the order was being shipped or picked up, which clearly I choose the day to get it delivered. so then she said I had to wait till Friday for the next shipment, I was already upset because they charged my card really fast but no one on there customer service thought maybe we should call this customer to see what he wanted us to do with his cleanse. so then I told [redacted] on Wednesday 2/12/14 to just issue a refund on the basis that I couldn't wait for my cleanse till Friday, and I had already wasted 2 days preparing for the cleanse. They agree to refund me which by the way I had to email them on Friday 2/14/14 because I didn't get my refund, so I get a email from Nekter stating that they don't have my credit card information on file so they cant refund me, that if I could email it to them. which I was not going to because my info is saved on my account and also im sure the processing dept. has my info if not I wouldn't have been charged in the first place. so today is Tuesday 2/18/14 and I still have not received my refund, so I decide to call [redacted] again, and I asked her is she had seen my email and she states not yet, were going through them right now. Still 10 days later no refund or nothing on Nekter side to correct the issue. if I wasn't a long time customer I wouldn't even waste my time with this complaint.Desired Settlement: I just want them to refund me, and make it right.They need to have more communication with customer, andIt shouldn't take 3 emails, 3 calls, and 10 days later to received a refund. which I still haven't receivedI love the cleanse and the Nekter products, but honestly I fell like I cant keep supporting a company that treats there customer that way I have been treated and plainly ignored

Business

Response:

Hi [redacted],

I have just become aware of a complaint filed with the Revdex.com for an order that was poorly handled in February. I wanted to reach out an apologize for how difficult it was to receive a refund from us. Our method for processing customer transactions/refunds needs work, to say they least.

I realize we have probably lost your trust in us but I wanted to assure you we are working diligently to increase the quality of our customer experience. Nekter has seen tremendous growth and with that a major need for better consumer outreach. Your feedback is important to us and will help us improve our business practices.

Attached is a receipt from our merchant services of the refund which was sent on your 3rd discussions with us, February 18th. This should have been processed within a day or so. I understand your frustration with how many conversations it took. Our refund policy has changed to help ease this process.

I am going to include [redacted] (Revdex.com) on this response so they are aware we have taken steps to reach out to you and please feel free to contact me if you have any more questions, comments, or concerns.

Thank you.

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[redacted] l Santa Ana, CA 92705

Review: We recently researched Juice Cleanses and the "Nekter Juice Bar" cleanse came highly recommended. We went to the location closest to our house and they happened to be sold out for the week. We purchased 2 cleanses that were supposed to be delivered to the store 3 days later. One problem is that none of the Colorado locations have store telephones. We show up when they were supposed to be delivered only to find out that they had not received any shipments that day. The employees at that location have been very professional and apologetic and gave us the business card for the district manager. We tried contacting her numerous times and each time her phone has gone straight to voicemail each time. We took it a step further and tried contacting their corporate office many times, trying to get someone using each of the menu options on their prompts. Let me be clear, I have NO complaints about the store front or any of the employees at that location. My frustration lies solely with lack of available communication that starts all the way at the top with the corporate offices all the way down to the fact that none of the Colorado locations have a telephone. Being a business owner, my belief is that customer service should always be a paramount priority. I feel that the level of customer service that has been demonstrated by this corporation is sub par, and even that is being generous. Again, I have no complaints with any of the employees at the location...they have all demonstrated a level of customer service that is exemplary and the higher-ups should take note of that.Desired Settlement: I would like to have communication with someone from the corporate office who can offer a resolution.