NOW Foods

Dear Sir/Madam, Thank you for the opportunity to respond to Ms [redacted] complaint regarding her difficulties in obtaining a refund for NOW Grapeseed OilWe’d first like to apologize for the delay in responding to Ms [redacted] original message reporting this issueNOW rolled out an entirely new website in August Unfortunately there was an issue shortly after launch that went undetected until late November, in which messages sent through our online product feedback form were not being routed to the proper individual or teamIn addition, we experienced intermittent email issues during this time period, which resulted in us missing Ms [redacted] initial complaint filed through the Revdex.com’s website as wellAs soon as we discovered these issues, we immediately resolved them and then began reaching out to individuals whose messages went unanswered during this time One of our customer service representatives has already reached out to Ms [redacted] and issued her a full refund on December 7, Again, we’re very sorry for any inconvenience this may have caused Ms [redacted] and othersWe always strive to maintain open, honest communications with our customers and respond immediately when any issues arise with the quality of our productsWe hope this this satisfactorily resolves Ms [redacted] complaintKind Regards, [redacted] ***, NOW Foods

Initial Business Response / [redacted] (1000, 5, 2015/10/29) */ Contact Name and Title: [redacted] Contact Phone: [redacted] Contact Email: [redacted] Dear Sir/Madam, First, thank you for using NOW products, and for taking the time to contact us through the Better Business Bureau ("Revdex.com")We appreciate the opportunity to respond to your complaint and want to assure you that NOW Foods takes the quality and freshness of our products very seriouslyWe also strive to respond promptly when any issues arise with the quality and/or freshness of our products Thus, after receiving your complaint through the Revdex.com we initiated an immediate internal inquiry to ascertain why you have not received a reply from a company representative Our initial inquiry has determined that, to the best of our knowledge, we have not received a shipment of six bags of Brazil Nuts anytime in the past several months In the "Case Description" you submitted, you indicate that you mailed six bags of Organic Raw Brazil Nuts to our office located in Bloomington, IllinoisPlease note that NOW is located in Bloomingdale, Illinois, not Bloomington, which may be the reason our Customer Service department did not respond to your return We have issued you a check in the amount of $62.00, which represents a full refund of the six bags of Organic Raw Brazil Nuts, plus an additional $to cover any shipping and handling costs you may have incurredWe sent this refund check on October via Federal Express to the name and address listed in the Revdex.com complaint We hope this response and our issuance of a refund addresses your complaintIf you have any questions or if we can be of further assistance, please do not hesitate to contact me at [redacted] Kind Regards, [redacted]

Dear MrStoddard,Thank you for using NOW products, we appreciate your patronageWe’re glad to hear that our Chewable Papaya Enzymes have been so effective for you We also appreciate the opportunity to respond to your complaint and would like to apologize for the delay you’ve experienced in regard to the return of NOW Chewable Papaya EnzymesNOW takes customer complaints very seriously, so when we received your complaint through the Revdex.com, we were immediately concerned about the delay in responding to your initial request for a refund We want to assure you that our delay in handling your complaint is not customary and we will continue to work to improve our returns process to ensure customer satisfaction.Please accept our apology for this incidentWe’ve expedited a check in the amount of $48.00, which represents a full refund for the four bottles you wish to return We will be sending this check to you today, along with a call tag to return the product so we can conduct an investigation into your complaint.Thanks again for your patronage, and for your patience and understanding regarding this matter.Kind Regards,John ***, NOW Foods

Revdex.com:NOW Foods wrote me an email and refunded me for the defective oil I accept their response and consider this matter closed Thank you to all involved who helped resolve this issue! Sincerely, [redacted]

Dear Ms***, Thank you for your comments. We appreciate your patronage and the opportunity to respond to your comments. Please note that NOW takes customer complaints very seriously. On our website, we provide several ways for consumers to reach a NOW representative to ensure
they receive a timely response to any inquiry or complaintWe have now had the opportunity to look into your complaint. Our records indicate that you did submit an on-line complaint on Sunday, August 13. Per our records, we logged your complaint and our customer service representative, *** ***, responded to your complaint and asked for additional information to file a report on Monday, August 13. Unfortunately, it appears that your e-mail submission report was missing a letter in your e-mail address and our response did not reach you. Our on-line submission form does not allow us to respond directly to customer complaints as those are forwarded to our customer service representatives so we rely on the information in the actual form submitted. We apologize that we did not catch this earlierYour satisfaction and safety are our top prioritiesWe would like to provide a refund for the cost of the product purchased and respond to your inquiry to address any concerns or questions you may have. Please feel free to contact one of our customer service representatives at 800-***-*** and a customer service representative of NOW will arrange to have a refund issuedSincerely,*** ***, NOW Foods

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID *** and find that this resolution is satisfactory to me
Sincerely,
Edwin ***

May 20, Dear Sir/Madam, Thank you for the opportunity to respond to Mr*** complaintFirst, please note that NOW Health Group, Incdba NOW Foods (“NOW”) did not receive notification of this complaint filed with the Revdex.com (“Revdex.com”) until Wednesday May 18th; we’re not sure
if this was an internal or external issue, but we’re investigating furtherWe’ve made every effort to respond immediately, as we always do with any complaintWe’ve conducted and internal investigation, and discovered that Mr*** contacted us via our website contact form on Monday, April 11th, to report his issue with the diffusersOur Customer Service supervisor followed up with a phone call on the same dayWe explained to Mr*** that we do not sell any of our products to *** the chain he purchased the diffusers fromDue to the complicated nature of online selling and purchasing through sites such as *** it’s often hard for consumers to understand that the product(s) they’re purchasing aren’t actually being sold by the site, but through a third party sellerIt should be noted that we do not authorize our customers to sell our products to anyone other than the end consumerRegardless, we take the quality of our products seriously, and we stand by our products with a money-back guaranteeWe do our best to help consumers when there are issues with our products, so we went ahead and processed Mr*** returnWe issued check #*** to Mr* *** *** in the amount of $USD, which represents a full refund for the two diffusers purchased by Mr*** plus additional compensation to cover Mr*** previous *** ** costs and time and effort The check was requested April 18th, 2016, issued on April 20th, and mailed on April 25th, 2016. If you would like a copy of the check issued, please let us know a secure e-mail and we will send you a copy.Again, we apologize for the delay in responding to this complaintMr*** did contact us directly and, to the best of our knowledge, was compensated to his satisfactionWe consider this complaint closed, but if you need additional information please let us know

July 21, 2016 Dear Sir/Madam, Thank you for the opportunity to address Ms. [redacted] recent experience with [redacted] Direct. After a brief internal investigation we’ve determined that Ms. [redacted] contact information was indeed placed in our no-call list, but the outside service provider who...

maintains this list missed her number when updating our records. Recorded monthly specials are only sent out to existing customers, and we’re typically quick to remove their information when requested. We’re very sorry for any distress this has caused Ms. [redacted]. We have confirmed that Ms. [redacted] contact information has been completely removed from [redacted] Direct’s contact list. She will no longer receive any communications from our company. Sincerely,[redacted], NOW Health Group

Complaint: [redacted]
I am rejecting this response because: The company is responding to the the wrong person. 
Sincerely,
[redacted]

Dear Sir/Madam, Thank you for the opportunity to respond to Ms. [redacted] complaint regarding her difficulties in obtaining a refund for NOW Grapeseed Oil. We’d first like to apologize for the delay in responding to Ms. [redacted] original message reporting this issue. NOW rolled out an entirely...

new website in August 2016.  Unfortunately there was an issue shortly after launch that went undetected until late November, in which messages sent through our online product feedback form were not being routed to the proper individual or team. In addition, we experienced intermittent email issues during this time period, which resulted in us missing Ms. [redacted] initial complaint filed through the Revdex.com’s website as well. As soon as we discovered these issues, we immediately resolved them and then began reaching out to individuals whose messages went unanswered during this time.  One of our customer service representatives has already reached out to Ms. [redacted] and issued her a full refund on December 7, 2016. Again, we’re very sorry for any inconvenience this may have caused Ms. [redacted] and others. We always strive to maintain open, honest communications with our customers and respond immediately when any issues arise with the quality of our products. We hope this this satisfactorily resolves Ms. [redacted] complaint. Kind Regards,[redacted], NOW Foods

Revdex.com:NOW Foods wrote me an email and refunded me for the defective oil.  I accept their response and consider this matter closed.  Thank you to all involved who helped resolve this issue!
Sincerely,
[redacted]

Apologies Mr. [redacted], I had another complaint on the same day and got the two mixed up. Revdex.com Case # [redacted] SW 118th Way[redacted], Florida 33025 Dear Mr. [redacted],Please allow this to serve as NOW Foods’ response to your complaint filed with the Revdex.com (“Revdex.com”) on or about August 20, 2017. We appreciate the opportunity to respond to your complaint and want you to know that NOW Foods (“NOW”) is aware of the trust its customers place in it, and we take consumer complaints very seriously.NOW strives to take every possible step to ensure the safety and efficacy of every product we produce. By way of background, NOW was founded for the purpose to provide value in products and services that empower people to lead healthier lives and we stand by our founding principles today.  NOW, has, and will continue to be committed to manufacturing quality products, which includes the utilization of current, cutting-edge science in the formulation of our products, strict scrutiny when choosing raw materials, advanced testing and validated methods of development.   Our state-of-the-art facilities use validated testing methods to verify that each of our products conform to our strict specifications.We are disappointed to hear that you and your girlfriend had negative experiences with our [redacted]™ [redacted] Toothpaste Gel and apologize for any inconvenience this may have caused.  We do want to thank you for bringing this matter to our attention.   Based on your complaint, we will conduct an internal safety review to reevaluate the safety and efficacy of this product along with a review of our current product label.Your satisfaction and safety are our top priorities. We would like to provide a refund for the cost of the toothpaste. Please feel free to contact [redacted], one of our customer service representatives, at 800-[redacted] x [redacted] or [redacted].[redacted]@nowfoods.com and she will arrange to have a refund issued. Very truly yours,NOW Foods [redacted]

Dear Mr. Stoddard,Thank you for using NOW products, we appreciate your
patronage. We’re glad to hear that our Chewable Papaya Enzymes have been so
effective for you.  We also appreciate the opportunity to respond to your
complaint and would like to apologize for the delay you’ve experienced...

in
regard to the return of NOW Chewable Papaya Enzymes. NOW takes customer complaints very seriously, so when we
received your complaint through the Revdex.com, we were immediately
concerned about the delay in responding to your initial request for a refund.  We want to assure you that our delay in
handling your complaint is not customary and we will continue to work to
improve our returns process to ensure customer satisfaction.Please accept our apology for this incident. We’ve
expedited a check in the amount of $48.00, which represents a full refund for
the four bottles you wish to return.  We will
be sending this check to you today, along with a call tag to return the product
so we can conduct an investigation into your complaint.Thanks again for your patronage, and for your patience
and understanding regarding this matter.Kind Regards,John [redacted], NOW Foods

Initial Business Response /* (1000, 5, 2015/10/29) */
Contact Name and Title: [redacted]
Contact Phone:[redacted]
Contact Email: [redacted]
Dear Sir/Madam,
First, thank you for using NOW products, and for taking the time to contact us through the Better...

Business Bureau ("Revdex.com"). We appreciate the opportunity to respond to your complaint and want to assure you that NOW Foods takes the quality and freshness of our products very seriously. We also strive to respond promptly when any issues arise with the quality and/or freshness of our products.
Thus, after receiving your complaint through the Revdex.com we initiated an immediate internal inquiry to ascertain why you have not received a reply from a company representative.
Our initial inquiry has determined that, to the best of our knowledge, we have not received a shipment of six bags of Brazil Nuts anytime in the past several months.
In the "Case Description" you submitted, you indicate that you mailed six bags of Organic Raw Brazil Nuts to our office located in Bloomington, Illinois. Please note that NOW is located in Bloomingdale, Illinois, not Bloomington, which may be the reason our Customer Service department did not respond to your return.
We have issued you a check in the amount of $62.00, which represents a full refund of the six bags of Organic Raw Brazil Nuts, plus an additional $10.00 to cover any shipping and handling costs you may have incurred. We sent this refund check on October 29 via Federal Express to the name and address listed in the Revdex.com complaint.

We hope this response and our issuance of a refund addresses your complaint. If you have any questions or if we can be of further assistance, please do not hesitate to contact me at [redacted]
Kind 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.
Sincerely,
[redacted]