New Horizon Nutraceuticals

From: [redacted]<[redacted].com>Date: Mon, Oct 2, 2017 at 2:58 PMSubject: Part 1 - CASE#[redacted] - [redacted] NUTRITION LLCTo: [redacted]@myRevdex.com.org[redacted],Before beginning my letter to the Revdex.com and Mr. Robert W[redacted], I would like to add that the file “emails and photos.pdf” contains images which correspond to the events that have happened as listed. Please note that you may have to zoom in to see the images more clearly. I am also sending another email with two more files.DECEMBER 28th 2016: I ordered Pomegranate Pre workout and [redacted]DECEMBER 29th 2016: My card was charged half of total amount--------------------In the meantime:JANUARY 9th 2017 we were sent a “Label Revision Invoice” because after inspection by the FDA, the labels for the supplements ordered previously (our very first order of proteins, creatine, [redacted] and pre workouts) which were approved by [redacted] were actually “not compliant” with FDA guidelines. (refer to images JAN 9 _ non compliant labels)  New Horizon Nutraceuticals claimed that FDA made “changes” and therefore our labels didn’t meet their standards.”Dietary Supplement” was missing from the front of the label. When I did some research I found out that these were rules set forth by the FDA since the 1990’s. Directly from the FDA website: [redacted]“Federal law requires that every dietary supplement be labeled as such, either with the term "dietary supplement" or with a term that substitutes a description of the product's dietary ingredient(s) for the word "dietary" (e.g., "herbal supplement" or "calcium supplement").”- A total of 258 labels had to be discarded which made me lose $187.84 in addition to this [redacted] requested from me to pay $375.00 for their Graphic Designer to revise the labels. FEBRUARY 6th 2017 I was sent the “revised” labels by Matthew Weiss from the design team- I did NOT approve these labels and instead sent my own revision which I was told is okay to do since I am a graphic designer myself.-MY REVISIONS of the Protein, Creatine, [redacted] and Pre Wokrout labels were approved by the Design Team on February 9th 2017 (please refer to FEB 9_Design Approval)FEBRUARY 15th 2017 I check in with Matthew W[redacted] about the Pomegranate Labels because I never heard back from him (refer to FEB 15_letter to Matthew)--------------------In regards to Mr.W[redacted]’s statement:        “[redacted] is purposely letting out the fact that she needed to design the labels prior to us making the order.....[redacted] took almost 5 months just to finish up the design of her labels and only provided them on April 5th” MARCH 3rd 2017: After I thought this FDA label issue was resolved and I paid for no good reason despite the fact that I did all of the revisions myself, I was finally sent the Pomegranate Supplement Facts on March 3rd by [redacted] (the business development associate we were working with) As it is common sense, and as anyone, including Mr.W[redacted] should know, a Supplement Facts label cannot be fully designed without the Supplement Facts. For unknown reasons, Mr.Connor took nine weeks to send these to me when I was promised that the product would be delivered at my doorstep with in 12 weeks maximum lead time. Because of the issues with our previous labels, [redacted] said they would order the labels themselves through [redacted] so that they can ensure there would be no mistakes.Contrary to Mr.W[redacted]s statement, I had the labels ready to go since I placed the order in December, so I sent them to Mr.Connor on MARCH 8th (refer to MARCH 8_ Pomegranate Labels done) which is only five days after receiving the supplement facts, so that they can be looked over by the design team and to get the process going as this was taking way too long. MARCH 15th 2017 I wasn’t contacted back by [redacted] until this date asking me what the dimensions are so that he can provide this information to [redacted], which I thought was odd because they should be 3x11 just like all of the other Pre-Workout and [redacted] labels we had done. No one mentioned that there should or would be any difference.----------------------------In the meantime:I recieved a shipment of Protein order with the WRONG labels printed on them. I immediately e-mailed [redacted] on MARCH 23rd 2017 (refer to MARCH 23_wrong protein labels) to make them aware of this and show my disappointment after I had just revised all of the labels, as I mentioned. After they had approved MY labels, and without my permission they decided to send [redacted] the labels [redacted] made.This is absolutely unacceptable and I believe this mistake was made due to rushing and carelessness.Followed by this, I then received a order of [redacted] on MARCH 28th 2017 (refer to MARCH 29_wrong [redacted] labels) with the WRONG labels again and I wrote to them regarding this on March 29th requesting a phone conversation, which Mr.W[redacted] apparently was busy for, so I spoke to Mr.Weiss and Mr.Connor instead, along with my husband Igor Celzner on the line.[redacted] agreed to take back the [redacted] containers and re-label them with the correct labels, however, they refused to do anything about the Protein labels. Per [redacted] recommendation we ordered 650 labels for each product so that they have extra labels on hand at their manufacturing facility for future orders. We only ordered 300 containers each for Vanilla Creme Protein and Choko-Coconut Protein, and 300 containers each of Green apple and Orange Mango BCAAs. This means that we now had OVER 1000 extra labels sitting at New Horizon Nutraceuticals that were of no use. (refer to EXTRA LABELS )It is absolutely mind boggling to me how a company refuses to pay for their mistake. Nothing was done about the Protein Labels, and the extra thousand labels they have sitting in their facility were not even returned to me.-----------------------------In regards to Mr W[redacted]’s statement:“[redacted] had used a company called [redacted] to print her labels. The label proofs where only approved personally by [redacted] on 4/20/17. The printing company’s standard lead time for printing labels is 2-3 weeks. The labels were finally printed and shipped to us on May 16, 2017.”APRIL 4th 2017: I wasn’t contacted again about the Pomegranate labels until April 4th and had to again resend files and repeat multiple times to Matthew Weiss which labels I wanted exactly applied on our containers. APRIL 5th 2017: Matthew Weiss responded and said that he will be back in touch after [redacted] returns the proofs to him. (refer to APRIL 5 _ Pomegranate Labels)APRIL 20th 2017: I email the Design Team to ask what is going on with the Pomegranate Labels.APRIL 20th 2017: Matthew Weiss says files are uploaded and I should contact [redacted] about ordering. APRIL 20th 2017: ROBERT W[redacted] says “No need, they have been already ordered”  (refer to APRIL 20 _ Pom Labels)APRIL 26th 2017: I ask what is going on in an emailAPRIL 26th 2017: John V[redacted] says product will ship 4/28/2017 and to expect it on Monday 5/1/2017(refer to APRIL 26th _ pom labels)MAY 5th 2017: I e-mail for update on Pomegranate as I still had not received the shipment. I believe they kept forgetting or putting the order off. At this point I made a call to [redacted] stating that I would like my money back because there is no point for waiting for a product that will never arrive. Following this, all of the sudden they had the product ready to go and again, this is leading me to believe that everything was rushed and the product was made the wrong way, which I will go into detail later.(refer to MAY 5 - MAY 24 Pomegranate Labels)MAY 10th 2017: Mr.Robert W[redacted] himself placed an order through [redacted] for Pomegranate [redacted] and Pre Workout labels. His name is on the Purchase Order, which is now FIVE months later from initial deposit. (refer to MAY 10 - PO ROB W[redacted])    - MAY 16th labels are shipped to NHN    - MAY 18th labels are received by NHN              (refer to SHIPMENT and MAY 18 Labels Received by NHN)In regards to Mr W[redacted]s statement:“After receiving the labels approximately 3-4 business days from May 16th 2017, we finally had everything we needed to begin production of the [redacted] order in question at which time we were able to fit her into our busy production schedule by actually moving a few other orders out of que to get her order produced the week of May 28 to June 1”I find this so VERY insulting as a person and a business owner. Mr.Robert W[redacted] seems to think of me as an annoyance despite the fact that I am a paying customer and they had made countless mistakes thus far. I will not be taken advantage of for being a woman, a business owner and standing up for myself and my company. Here he is blatantly saying that he has no time or concern to take care of his customers.MAY 24th 2017: [redacted] responds on May 24th 2017 to my email I sent on May 10th 2017  “ready to go on these [redacted]” leaving me very confused as I thought the order was shipped out already.MAY 25th 2017: [redacted] sends the second half of the Pomegranate [redacted] & Pre Workout invoice to be paidIn regards to Mr W[redacted]’s statement:“ We completed her order, and scheduled shipping for 6/1/2017. A truck was available to pick up it up on 6/2/2017. The order was only supposed to be 1 business day (to be delivered June 3),however, after several attempts unsuccessful attempts by the freight company to deliver the order to [redacted], since there was no one to receive and sign for the order at the delivery location and [redacted] had made herself unavailable to take their call or return their voice mails. The freight company was reluctantly forced to keep the order at their warehouse until [redacted] finally returned the companys call and scheduled the delivery on June 7th not June 9th.”Mr. Robert Wicount is saying here I wasn’t available for delivery. I find this inconsistent with the delivery company's Shipment Details which he supplied in his letter.- The order was picked up on Friday June 2, 2017 from NHN, it arrived at the origin TML in West Chester PA on 6/2/2017 at 5:53 PM, then departed for Southington CT on Friday 6/2/2017 at 9:20PM. - On Saturday 6/3/2017 it arrived in Southington at 2:26am. The order was out for delivery on Wednesday 06/07/2017 and I was personally there at 10:21am when it was delivered. There is no mention of delay or return to warehouse on the shipping statement. My baby was three months old at this time and as a stay at home mom, there’s no reason I wouldn’t have been available. (refer to SHIPMENT for details)Regarding Mr W[redacted]’s statement:“there is nothing on [redacted]’s label that guarantees the product to mix red. What [redacted] is haphazardly trying to claim is that there is no Beet Root Powder in the product, and it was for some reason left out, which couldn’t be further from the truth. There is in fact is beet root as an ingredient in her product, making her claim both false and potentially damaging.Worse yet, [redacted] must not have talked to her husband Igor. He has requested the product be “colorless” when he originally contracted us to put together the [redacted] and Pre-workout product.”I discussed artificial colors with my husband Igor and decided that it’s best I didn’t add them in my future products (which included the Pomegranate [redacted] and Pre Workout). I have nothing against a colorless product or a naturally colored product. However, Mr W[redacted] is avoiding the issue that the label on the BCAAs and Pre Workout both state that they contain Beet Root Powder. Now how does one product (Pre Workout) turn pink and one is clear ([redacted]) when mixed with water as they both have Beet Root Powder listed on the ingredients? Here is where I had customers initially question me about this before I fully pulled the product from my website and store shelves. Also, if I wanted colorless products like my husbands e-mail stated, then why were only the [redacted] clear? It is still an issue and the product is faulty because the Pre Workout is PINK! Additionally, when [redacted] initially sent me a sample for tasting, both products turned pink when mixed with water and this is what I approved for production. To elaborate further on the issues, when the products were received the pre-workout was clumped. Every container I opened, the product was like gum conforming to shapes when molded. (refer to Pre Workout Pomegranate)In regards to Mr Wicounts statement:“ in fact informed them on a phone conversation that the [redacted] jar would be bigger however they can use the same label size for both because the label panel for the larger jar is the same as the smaller jar. Additionally, that suggestion actually saved them several hundred dollars from the printing company for not having to charge them with an additional plate fee for having to produce a different die cast for cutting the shape of a different size label. ”We were in fact NOT notified of this container change because I would’ve never approved a wide container that looked so different from our other [redacted] containers. From a consumer perspective, and the advice of several stores we brought the product to, seeing both containers on a shelf would really throw people off. The small label looks ridiculous on a wide container and as a designer and owner of my company, I would’ve never allowed this visual mistake. (refer to Pomegranate container & Pomegranate back)In regards to Mr Wiscout’s statement:“We used 2% Silicon Dioxide in the formula, which is the maximum legally allowed by the FDA to ensure there was no clumping or moisture. Additionally every jar was provided an additional silicon dioxide packet to prevent clumping. .........Truthfully we started getting skeptical of the validity of her complaints however to do our due diligence and for our returned product protocol we had and asked [redacted] for proof of sales and returns however none were ever provided.Mr. Robert W[redacted] has a tendency to make things up as we were NEVER asked for proof of sales and returns. I have e-mailed him multiple times, called him, left him voice mails and he has not ever once responded to me. Not even to say that he is very busy, as he claims and that he will take a look at my concerns. An interesting fact is, he stopped responding after I wrote the letter of termination on June 27th 2017, where I stated that I will contact the Revdex.com, FDA, Consumer Protection and possibly file a lawsuit if need be. Immediately after this, [redacted] left the company and notified us that he is no longer with New Horizon Nutraceuticals. [redacted] website has been down for ”maintenance” since then as well and I have recorded video proof of this. Also, it does not take more than a month to change domain names. I am truly not surprised as not being accountable for their mistakes previously, why would they be now? I also warned Mr.W[redacted] that if he does not pick up his Pomegranate BCAAs and Pre-Wokrout by September 27th 2017, I will be discarding everything at his cost therefore, he has no right to accuse me of anything. I have tried to give him his products back and he has made no attempt to pick them up. Regarding Mr W[redacted]’s statement:“both orders were identical, we are required to keep physical retains of each product for 2 years after the expiration date. There is in-process testing that includes taste testing for every batch prior to filling the product into jars, where it is compared to previous retains. The testing all passed. ...........We have a manufacturing agreement in place that gives the customer a specific time to reject orders due to quality control issues. She never rejected the order”I have been asking [redacted] for a Certificate of Analysis since 2016. I was told that it is not required to be sent to me. This sent me red flags immediately as how can a product that I put my name on be out there without any proof of what it truly contains? What am I to do when I am asked by companies that would have interest in potentially carrying the product for this information and I cannot supply it? I have looked foolish and unable to provide an answer to several supplement stores and gyms therefore losing business while insisting on [redacted] I am sent this information. I have email proof that on March 8th I had requested lab results again from [redacted] (refer to “Lab Results Request”). Regarding Mr W[redacted]’s statement:“This complaint was only presented recently (a month ago) in an attempt to get all her money invested returned to her. The fact that she even admits that the order she is referring to, she received January 24th, if it was so bad an unsellable why is she addressing it now and not in Jan/Feb of this year. The answer is, there is nothing actually wrong with the product shipped to her in January.”June 13th 2017 I was not sent the COA until June 13th (refer to JUNE 13 _COA). By this time I became very very suspicious and skeptical of NHN. I researched New Horizon Nutraceuticals online and came across a warning letter from the FDA and also a lawsuit towards them from another supplement company. I immediately contacted and sent the first and second batch of proteins to be tested by [redacted] Lab, as the two visually seemed different, tasted different and had completely different consistencies and color (refer to PROTEIN DIFFERENCE picture). I have videos and photos comparing the two which I had sent to [redacted]. When the results from [redacted] Labs (refer to [redacted] - seperate file) came back my speculations were confirmed. The two proteins are indeed different and absolutely NOT comparable to what it says on the nutrition label. According to the [redacted] COA (refer to NHN_COA document) signed off by Robert W[redacted], a mixture of two proteins were used to make the [redacted] Nutrition protein.- Whey Protein Concentrate, which [redacted] stated is 76-80% pure - Whey Protein Isolate which they stated is 87-92% pure- When blending these two proteins together, and according to the [redacted] protein Supplement Facts label supplied to [redacted] Nutrition LLC, the mix should’ve resulted in 83% protein purity when tested.The lab results by [redacted] (refer to [redacted] document) proved that:- Protein purity for the first batch was 67.7% - Protein purity for the second batch was 70.8%- Once converted into protein grams, it only equals to 20.5 grams of protein. The [redacted] label provided states that [redacted] Nutrition protein has 25 grams of protein.My question to Mr. Robert W[redacted] is how do you combine Protein Isolate 90% and Protein Concentrate 80% and as a result you get a protein blend of 67%? (90% + 80% = 67% , does this make any sense to anybody?)The amount of fat, according to [redacted] label provided to [redacted] Nutrition should’ve been one gram. The lab results proof stated it is actually two grams, which is double the amount of fat. On a third note, the carb amount according to the [redacted] label provided to [redacted] Nutrition is 3 grams. However, it was actually 4.5 grams when tested. Mr.Robert W[redacted] mentioned the 80/120 Tolerance Rule for labeling. What he didn’t mention is that New Horizon Nutraceuticals decided on their own to implement this on to [redacted] Nutrition products. I never agreed to this or was spoken to about this and was charged prices based off of the Nutrition panel they provided me. I would’ve never allowed such a difference in the nutrition facts, when the label states something completely different. I will say over and over again, the purpose of starting [redacted] Nutrition LLC is to be true to my customers.In conclusion, Mr Robert W[redacted] has been very rude and manipulating in his explanation of why his company is not doing its job. Just the fact that he took a month to respond to the Revdex.com and has not even made an attempt to contact me back after all of the e-mails I had sent should be proof enough of the type of individual he is. Mr Robert W[redacted], I am an owner of a company as well but I will never not respond to a customers concern. He is also claiming that I am asking for my money back for ALL of the products I have purchased through New Horizon Nutraceuticals and this is FALSE. I have not in fact asked for my money back for the Green Apple and Orange Mango BCAAs or the Pineapple Mango and Sour Kiwi pre workouts because I am actually selling or have sold out most these products. A fitness studio has in fact, returned 20 containers of Sour Kiwi and Pineapple Mango Pre-Workouts as they have completely turned to rock and customers are complaining. However, I decided that I will not dispute this charge since I have sold most of it. I was  never requested to send samples of the faulty products, I was simply just told that it’s my problem and to deal with. I am willing to provide and have all proof of my claims which I have reviewed with my lawyers who are on stand by and should I have to, I will sue Mr Robert W[redacted] and New Horizon Nutraceuticals. Mr.W[redacted] keeps trying to push that my business is “new” and I know nothing about how to run it when in fact, it is running perfectly well and ever since I switched manufacturers I am doing better than ever and growing.I also want to add extremely sensitive information that will be used against Mr.W[redacted] should I have a lawsuit.  Mr.W[redacted] has responded back to one of the banks (regarding a dispute) stating that my husband is the owner and has a contract with [redacted] when in fact the contract is between myself and New Horizon. To make it clear he has provided fraud information also telling them that he will personally contact us to resolve the issue, which again, he mentioned to you that he is a busy man and cannot be bothered to talk to us. If you would like any more additional information, which I have plenty of, I will be glad to provide. Thank you for your time.[redacted] Nutrition LLC203.550.1771

From: Robert W[redacted] [mailto:[redacted]@newhorizonnutraceuticals.com] Sent: Wednesday, September 13, 2017 4:01 PMTo: [redacted]@myRevdex.com.comSubject: New Horizon Nutraceuticals / Complain ID: [redacted], I wanted to address a complaint received from your office...

submitted by [redacted]. We placed an order of Pomegranate BCAAs and Pre Workout on December 29th 2016. We were promised the product would be delivered in 12 week’s time from the initial deposit. We did not receive the order until June 9th 2017.This is a malicious manipulation of the facts surrounding this statement. Yes, the deposit for this order was placed on 12/29/16 however [redacted] is purposely letting out the fact that she needed to design the labels prior to us making the order. [redacted] is also her companies graphic designer and has designed all the labels with the aid of our graphic design staff to ensure FDA label compliance. [redacted] took almost 5 months just to finish up the design of her labels and only provided them on April 5th, 2017 to our team for a compliance check. Please reference attached file “[redacted] Label Design Completed Emails.pdf” for email proof of this.Additionally, the labels would then have to be printed by a third party printing company as New Horizon Nutraceuticals makes food products and not in the label printing business. [redacted] had used a company called [redacted] to print her labels. The labels proofs where only approved by personally by [redacted] on 4/20/17. The printing company’s standard leadtime for printing labels is 2-3 weeks. The labels were finally printed and shipped to us on May 16, 2017. Please reference attached file “Emails Regarding Label Printing-Shipping.pdf” for email proof of this.  After receiving the labels approximately 3-4 business days from May 16, 2017, we finally had everything we needed to begin production of the [redacted] order in question at which time we were able to fit her into our busy production schedule by actually moving a few other orders out of que to get her order produced the week of  May 28 thru June 1. We completed her order, and scheduled shipping for 6/1/2017. A truck was available to pick it up on 6/2/2017. The order was only supposed to be 1 business day (do be delivered on June 3), however, after several attempts unsuccessful attempts by the freight company to deliver the order to [redacted], since there was no one to receive and sign for the order at the delivery location and [redacted] had made herself unavailable to take their call or return their voicemails. The freight company was reluctantly forced to keep the order at their warehouse until [redacted] finally returned the freight company’s call and scheduled the delivery for on June 7th not June 9th. Please see tracking history below. [redacted] was the freight company they can be contacted to cooperate this.TrackingEstimated Delivery DateEstimated Delivery TimeCurrent LocationLast Tracked06/07/2017ShipperNew Horizon Nutraceuticals[redacted]Kennett Square, PA [redacted]USA [redacted]###-###-#######-###-####[redacted]Consignee
[redacted]  Bristol, CT [redacted]USA [redacted]###-###-####[redacted]Notes06/01/2017Pickup Remark[redacted] lunch break: Noon-1pmTracking HistoryShipment StatusTimeDateLocationDelivery Appointment Date and/or Time01:00 PM06/07/2017Delivered10:32 AM06/07/2017BRISTOL, CTDeparted Terminal Location08:55 AM06/07/2017SOUTHINGTON, CTEstimated Delivery12:00 AM06/05/2017Arrived at Terminal Location02:24 AM06/03/2017SOUTHINGTON, CTCarrier Departed Pick-up Location with Shipment05:04 PM06/02/2017KENNETT SQ, PA The [redacted] were supposed to have a pink/red hue derived from Beet Root Powder. However, when mixed with water the mixture is completely clear. – This causes the label to become non-compliant with FDA guidelines and our product to be mislabeled.Honestly, this is where her complaints really start to get into slander, which she was made aware of and we do intend to fully sue for damages that result, which she was also made aware of. First, [redacted] is not certified for FDA compliance auditing. [redacted] has no formal training for FDA compliance, nor would I believe based of these statement she has any informal FDA compliance training either. She is recklessly using big words and bold statements against [redacted] to somehow convince [redacted] to give her money back (to be further explained in the conclusion) which we should not have to do since we provided her the product we were contracted to produce. We are fully prepared to handle these wild and reckless accusations in court, which again, [redacted] has been made aware of this.Now, the facts are this, both the [redacted] & Pre-workout products are fully FDA compliant, we have all the internal documentation and batch cards to prove to the FDA should they decide to follow through with an investigation / audit. Additionally, there is nothing on [redacted]’s label that guarantees the product to mix red. What [redacted] is haphazardly trying to claim is that there is no Beet Root Powder in the product, and it was for some reason left out, which couldn’t be further from the truth. There is in fact is beet root as an ingredient in her product, making her claim both false and potentially damaging.Worse yet, [redacted] must not have talked to her husband Igor. He has requested the product be “colorless” when he originally contracted us to put together the [redacted] and Pre-workout product. Please reference “[redacted].pdf” for email proof of this.The [redacted] container is bigger in size, which we were never informed about. We therefore provided labels sized to the initial containers (3” x 11”). When brought up, we were told it is our fault and nothing can be done.   This is now where [redacted]’s complaints just start becoming invalid and is most likely an attempt to pile on as many complaints to give a false illusion of validity to whoever is handling an arbitration of her complaints. Next please reference “[redacted]” for the following explanation: The [redacted] formula that we were contracted to do for [redacted] requires a unit size of 450g to reach her desired servings per container. She needed 30 servings per container, each serving is 15 gram therefore the product will have to contain 450g (product on the left in the image). In contrast, her other product the Preworkout (product on the right of the image) requires only an 8g serving and they wanted only 25 servings per container (This is referenced in email from Igor dated Nov 23, 2016 in “[redacted].pdf”). The [redacted] product is over twice the volume and twice the weight of the Pre-workout product, so how can we possibly be expected to use the smaller jar? The truth is we were not expected to use the same bottle and we in fact informed them on a phone conversation that the [redacted] jar would be bigger however they can use the same label size for both because the label panel for the larger jar is the same as the smaller jar. Additionally, that suggestion actually saved them several hundred dollars from the printing company for not having to charge them with an additional plate fee for having to produce a different die cast for cutting the shape of a different size label. This is where I urge you [redacted], please look at the attached image and see for yourself if the label panel size is the same for both jars.  The Pomegranate Pre-workout is moist and clumpy in the container. As a result customers have returned the product. We have had to pull both products off the shelves and our website. We used 2% Silicon Dioxide in the formula, which is the maximum legally allowed by the FDA to ensure there was no clumping or moisture. Additionally every jar was provided an additional silicon dioxide packet to prevent clumping. There was not one but two forms of protection against clumping. There is nothing additional that could have been done in this regard. Truthfully we started getting skeptical of the validity of her complaints however to do our due diligence and for our returned product protocol we had and asked [redacted] for proof of sales and returns however none were ever provided.We placed our second order for proteins on January 24th 2017. After receiving and opening the containers we discovered that the protein was not the same as the same as our initial order….This could not be further from the truth, again this is to pile on as if because she says it, it should hold weight. Additionally known an arbitrator has no accessibility to the product when making a decision. What I can attest to is once again we have all the internal documents and supplier invoices / shipping forms for raw ingredients that can prove on our end to the FDA that not only the same ingredients were used but also the same suppliers for raw ingredients were used to put together the product. Both orders were identical, we are required to keep physical retains of each product for 2 years after the expiration date. There is in-process testing that includes taste testing for every batch prior to filling the product into jars, where it is compared to previous retains. The testing all passed. When [redacted] made an attempt recently to state the above complain,  we once again checked both retains in our possession, they were identical in appearance, smell, and taste. We have a manufacturing agreement in place that gives the customer a specific time to reject orders due to quality control issues. She never rejected the order and as far as I knew she was getting positive feedback from her customers based off conversations her husband Igor was having with their account representative. This complaint was only presented recently (a month ago) in an attempt to get all her money invested returned to her. The fact that she even admits that the order she is referring to, she received January 24th, if it was so bad an unsellable why is she addressing it now and not in Jan/Feb of this year. The answer is, there is nothing actually wrong with the product shipped to her in January. Shockingly, both proteins were significantly different the agreed nutritional facts, again making the provided nutritional facts false.This claim was only presented recently and we have sent the retains of this product out for third party lab testing to test for the validity of the results she presented. I believe she put down the incorrect serving size for the lab, which is a more common oversight than one would expect. Additionally she only tested one flavor of one product, regardless of the results that doesn’t entitle [redacted] to refund her for every order she ever placed with our company for over a year. What I can tell you is that the results she presented regardless of [redacted]’s impression of them being below the nutritional panel, the product is actually fully compliant and fully legal to distribution under the FDA guidelines by what is called the 80/120 Rule for labeling. The test results are actually FDA compliant and not mislabeled. Please see the excerpt from the FDA Code.TITLE 21--FOOD AND DRUGSCHAPTER I--FOOD AND DRUG ADMINISTRATIONDEPARTMENT OF HEALTH AND HUMAN SERVICESSUBCHAPTER B--FOOD FOR HUMAN CONSUMPTIONPART 101 -- FOOD LABELINGSubpart A--General ProvisionsSec. 101.9 Nutrition labeling of food.(ii) When a vitamin, mineral, protein, total carbohydrate, polyunsaturated or monounsaturated fat, or dietary fiber meets the definition of a Class II nutrient, the nutrient content of the composite must be at least equal to 80 percent of the value for that nutrient declared on the label. Provided, That no regulatory action will be based on a determination of a nutrient value that falls below this level by a factor less than the variability generally recognized for the analytical method used in that food at the level involved.80-120 RULECommon name for the rule stating tolerances for the accuracy of nutrition labeling. Stipulates that for any nutrient whose consumption is encouraged, actual level in food must be 80% or more of declared value; for any nutrient to be avoided in excess, actual level in food must be 120% or less of declared value. New Horizon Nutraceuticals are not working with us to resolve this, making false claims towards our dispites and being dishonest against all the proof against them.This is also a complete lie. We have not been presented with any evidence or documentation other than a lab test that in fact only proves that it meets the FDA complaince. There is no additional proof provided despite our very resonable requests for documentation proving sales and returns. We even asked [redacted] to mail us a jar of “bad product” for us to internally investigate, we never received a single thing. [redacted] is not being reasonable, there is no way we should return all over her money ever invested with [redacted] when we provided quality service for over a year, which is the ONLY resolution she is looking for. Any and all intelligent and reasonable conversations of the subject have been met falure.We have never made a false claim against her, what she is referring to is the fact that she tried to do a charge back on every order she has ever placed and the banks when asking for documentation, we provided exactly what we are providing you now. Based off that proof they denied the chargebacks. I have contacted them several times without response, they have also shut down their website.I am the owner of the company, I am often tied up doing a great many things trying to run a business and a FDA Registered Food Manufacturing Facility. This mater was handled by my employees who were more than competitent to handle it. [redacted] simply has forgone reason and understanding and has not respected our stance on not providing her a refund for every single dollar she has given our company over the last year. I suspect she is not able to sell the products not because of the quality of her products but because she is a freelance graphic designer and her husband Igor, I believe is a personal trainer. I don’t know what kind of business, marketing/advertising, or sales exerience they have everyone who has handled this case has come to the conclusion they are not preforming well as a business. They are looking for a bailout, unfortunately we have paid employees and vendors, bought raw materials and did everything we were contracted to do in the legally binding manufacturing agreement our companies signed together. We should not have to pay for their business inexperience or lack of a solid plan, especially when we have requested many times and given examples (previously mentioned) to help us investigate her complains. She wants us to return her entire inventory to ure facility, yet when we asked for just one “bad” unit in the mail she was unwilling to provide it, that just doesn’t make any sense. If we did that and found out there was nothing wrong with the product she would reject the delivery if we try and ship it back.Our website is down because we are transfering our content to another domain. Best Regards, Rob W[redacted]OwnerNew Horizon NutraceuticalsOffice: ###-###-####Fax: ###-###-####Cell: ###-###-####578 Rosedale RoadSuite 20Kennett Square, Pa [redacted]  CONFIDENTIALITY NOTICE The information in this transmission may contain privileged and confidential information and is intended only for the use of the person or corporate entity to which it is addressed. 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