NutraBio Labs, Inc.

Review: I placed an order on January 4, 2014 for 5 pounds of unflavored Whey Protein Isolate. I never received notification that my item had shipped even though several days had passed. On January 13, 2014 I called Nutrabio's cutover service and was told that my order placed on 1/4/14 had been processed and shipped after being on backorder. I was never notified the item was on backorder and I was never notified that my item had shipped. Every item shipped from Nutrabio that uses[redacted] receives a notification email containing a tracking number. I was also told that my most recent order placed on 1/12/14 had been processed and would ship today (1/13/14). I have also not received any notification or tracking numbers for this order. Nutrabio, in every email sent to me after a purchase, claims that orders are processed and shipped within one business day. This clearly is not the case. The customer service representative,[redacted], has either lied to me or is ineffective at her job. Both are unacceptable to me especially because my credit card was charged and Nutrabio has had my money for over a week.Desired Settlement: I want what I paid for and in a timely fashion. Nutrabio, through past orders from me, has demonstrated the ability to process orders from start to finish in a tamely matter.

Business

Response:

Mr. [redacted] placed an order with Nutrabio on 1/4/14 for Whey Protein Isolate - 5lb. The order was placed via our website. The customer was not made aware that the item was on backorder due to a system problem that we were unaware of, which is the reason why the customer never received a backorder notice and[redacted] tracking confirmation. Mr. [redacted] contacted our Customer Service department on 1/13/14 to check the status of his order and he spoke with [redacted]. Mr. [redacted] was informed that the order has shipped that day on 1/13/14. According to the [redacted] tracking information both packages were received on 1/14/14 via [redacted] the very next day. We were having system issues which caused inventory to be messed up. An email has been sent to Mr. [redacted] apologizing for the inconvenience along with a 10% discount to be used on his next order, should he decide to shop with us again. Our inventory has been fixed and this should not happen again. Should an item be on backorder in the future the customer will be made aware of this at the time of order, giving the customer the option to continue with the order or not.