Nutrishop

Our return policy is posted at the register, just as the customer stated It is typed out on an 8xpiece of paper and is the only item that is on the checkout counter (I am not sure what or how they would expect us to have it displayed, but this has worked for us for many years) The gentleman that sold the customer the items, Dave S [redacted] , was the past owner and is detailed in going over the return policy I know this turns into a he said, she said situation, but we posted the return policy so it can eliminate this situation The male customer that was with the female customer called the store and informed MrS [redacted] that he has already written bad reviews and posted his negative situation with the company, which is his right and decision With saying that, we do NOT change our return policy for ANYONE that goes out of their way to bash our company, especially when MrS [redacted] informed them 3-times that if they send an email (or he could even send it for them and get back to them) there would be a better chance of getting the solution they were asking for, accomplished, but they didn't go that route so our return policy stands and there is no returns on any item(s) that are less than 3/full

Thank you for your feedback and we will take your suggestions into consideration In regards to the customer wanting a refund, we will not be able to do so since it is against our return policy and the customer has posted negative reviews towards the business It was encouraged, a few times, for this customer to email their complaint so more could be done to help them get what they are asking for Their decision was to go out of their way, to ensure negativity was spread, about our business, and due to that, no alterations will be done to accommodate their request

Below is the email that I sent to Ms***, informing her that she can use her credits, over the next months.I've informed Ms [redacted] that she is requesting to use the money that she signed and agreed to pay, at a completely different entity, which is something that is not approved So, to answer her request, again, we cannot honor her request to use the credits at another company, sorry.We have a written contract for a reason, and I am not sure why she insist on blaming us for something she signed and agreed to? Either way, our contract (that she signed) lays out our policies and we plan on following what is in the contractReceived: 04:PM MDT, 07/21/From: NutriShop FitShop < [redacted] [redacted] @***.***> To: [redacted] Subject: Re: Good afternoon Hi ***, Our policy is it takes days to process any cancellation, which you signed and agreed to when you signed up It also stated this on the cancellation form you turned in Since your payment is scheduled to draft on July 4th, that would not have been enough time to cancel your account and not have the payment processes since that is a day notice MrA [redacted] was correct, your request would be processed and since the days have past since you turned in your cancellation form, your account is now closed, and you have credit sessions to use at your discretion, over the next monthsIf you have any other questions or if I can be of any further assistance, please let me know NutriShop/ FitShop http://www.nutrishopnm.com/ http://www.fitshopnm.com/

I spoke with *** *** regarding the box of "ONE bars" that he wanted to returnWe have a week return policy posted at our sales counter, however we are very flexible and will gladly accept returns beyond that time frameThe purchase was was made on 6/15/and the complaint was filed
days later on 8/25/16. Although that seems like a long time to realize the wrong flavor was purchased, I offered to exchange them for himHe said he and his wife have already eaten the bars since we was unable to exchange them the first time. I offered to discount their next purchase of any box 25%We pride ourselves on customer service and hope that they will continue to do business with usThey have my direct contact information to reach me if there are any future problems that need to be addressed. Attached is the sales receipt from 6/15/for the box of birthday cake bars that wanted to be returnedAlso attached is a previous sale on 5/26/with the same flavor purchasedIf there were any issues with the flavor on that purchase we can discount the next purchase for the correct flavor as well *** *** Nutrishop Temecula *** *** Rd Ste Temecula CA *** C: ###-###-#### O: ###-###-####

Initial Business Response /* (1000, 11, 2015/12/08) */
-Customer received the 25% discount that she is mentioning she did not receive on the purchase she made the day of this complaint(receipt *** 10/18/2015,1:20pm)
-The coupon clearly states that 25% off is for FIRST TIME customers only and
also only good on NON-SALE items, in which she did not qualify for in using the coupon for that previous purchase that she did not mention upon entering the store, but we honored it due to the miscommunication
When she presented the coupon, it was nearly weeks after already purchasing, she was not only NOT a first time customer, but also the product she previously purchased was already at the sale price, therefore not available for further discounting(This coupon was completely not valid)
There was miscommunication on her visitWhen she presented the coupon to our employee, she did not mention the fact that she was a returning customer to the store and had already made the purchase on itemsMy employee called and described to me in front of Customer, that he had a new customer in front of him and continued to explain that she wanted to use the "New Customer" coupon of 25% off your first purchase, on an item that was not valid for discount, as it reads on the couponOn occasion, we bend rules to accommodate customers to provide them with the best experience possibleI initially approved the use of the coupon she presented on the terms that the sale would occur that day on a new transaction, having the knowledge of her being a first time customerAfter we hung up the phone, she then after the fact, admitted to our employee that she already made the purchase of items and wanted a refund of the differenceIf this fact was told to me while I was on the phone, there would not be a discount approved
Our employee was frazzled and felt a little deceived by *** to try to get the discount on that previous purchaseHe felt pressured to follow through and decided to issue her a gift card for credit on that previous non-valid purchaseIt was not till the next day that I received the newly developed information that she was in fact, not a first time customer and she had already purchased the items before that dayBeing that it was both a previous on sale purchase and that she was in fact not a new customer, the gift card credit she was issued was completely invalid by terms of the coupon
We felt that the ability to use the coupon of 25% off on the future purchase of non-sale items, instead of the invalid gift-card credit would still be more than accommodating for the invalid couponI tried to contact her to explain the situation at this time with the only contact info I had for her was a yahoo email addressWe emailed her about the invalid credit issued to her and explained that she can use the coupon on her next visit on any non-sale item in the store, as it reads on the coupon on her next visitWe never got a response, so all we could do was assume she was informed on the changes made
I alerted my employees that when she returned to the store, to let her know that there had been some miscommunication on the fact that the 25% discount was valid for new customers only, so the gift card was voided on that previous purchase, due to her not being a first time customer, but with the miscommunication, we will honor 25% off your next purchase on non-sale items at the store
I received a call from my employee when Customer came in to make a purchase with her invalid gift card credit, at this moment we explained to her in detail which we had previously sent in an email to her, that we would honor the use the coupon to get the 25% off the purchase now, in replacement of the invalid credit she received prior, once again accommodating herShe left our employee leaving the impression that she had a clear understanding of the miscommunication and seemed fine with the transactionLater that day we were harassed with multiple posts on social media of negative statements and slanderOur management felt that it was their responsibility to delete the slander with respect to our employees, etcI then publicly, messaged my office phone number to her on social media to try my best to clear up the issue at hand, but I never received a response from her
We have tried to reach out to her on several outlets to better explain the situation and clarify the misunderstandingIn the end, she did receive the 25% discount that she is complaining that she did not receive, even though from the very beginning it is not a valid discount
We have over one thousand customer transactions each month and in the last years since opening our doors, this is the first complaintWe are the fastest growing local retail business in the area because we pride ourselves on our superior customer serviceThis complaint did not only surprise us but also saddened us
Initial Consumer Rebuttal /* (3000, 13, 2015/12/09) */
(The consumer indicated he/she DID NOT accept the response from the business.)
This again is a lie from the owner and non of what is being said is trueIn addition the owner has not tried to call me at allI feel sad for consumers who read this and think this owner is being truthful and customer orientedI asked to be contacted on Instagram and was advised to back to the store managerThe owner never called or even tried to reach meAs a matter a fact when I posted the problem on Instagram the first time they deleted it so I wrote again and asked why it was deleted and they said it was a mistake....go figureThe whole response put blame on me the consumerI am not the employee who did the transactionAnd the owner has the whole story wrong to make me look like an it who does not read a couponNon of what the owner is saying was communicated to meI never received an e-mailI called and sent messages on Instagram asking to speak to the owner with no results and the store employee is who caused the confusion not meIf you give a customer a gift card to use and then cancel it because YOU made a mistake don't blame the customer, blame your employeeIt is not my job to know your rulesThis is the worst company I have ever done business with and will never return nor recommend any to go thereIt is easy to place blame to make yourself look good and throw out stats and number but the bottom line is you should serve customers one at a time and treat them like they are they only one you have because without them you have no businessI am a very established fitness person and have no need to try to pull something over on your businessThe money is not the issue its your customer service and the way you treat peopleI hope people read this and for your sake I hope you change the way you do businessYou have lost a customer for life and I will never recommend your store
Final Business Response /* (4000, 15, 2015/12/10) */
We are saddened to hear that *** thinks we are making up a story about the use of a couponAgain, *** already received the disputed coupon discount for the misunderstanding
Customers are the life of business and we know the motto, "the customer is always right", but a month later and exhausting all our efforts to make them happy, we have to move on and leave it open to *** to contact us at any time in the future to discuss
Final Consumer Response /* (4200, 17, 2015/12/11) */
(The consumer indicated he/she DID NOT accept the response from the business.)
It is more sad to see your responsesI am not making anything up and I tried resolving this the day I walked in the store but that did not happenYou should look at the way you run your store and the employees to see what went wrongBottom line is it comes from the owner and trickles downI will never go back in that store for anything nor will I support a business that treats people the way you doYou have exhausted no options but to tell me all the stuff you did not doI just want the public to know the truth

Complaint: ***
I am rejecting this response because the return policy was not given to me in full at time of purchaseI was told that I had days to return the product with a receipt if I was dissatisfiedYou might consider adhering a label or printed piece that you give to future customers regarding your policyIt would make it much more legitimate than a sign on the counter that may or may not have even been thereWho knows if it was while someone is talking to youYes, this is a he said/ she said but I would think you would want this to be resolved. Funny how I was professional while returning the product and could have made a big deal about it not working while there were two women in front of me purchasingI chose to take the high road and not disrupt the salesObviously, you are taking the low road here and continuing to rip people off. I also wish I had read the other reviews about this product before trusting someoneIf Dave S*** sold the business his name and wife's name should not be on the Revdex.com website or listed on MantaYou might want to make sure you clear up these items because it's very confusing
Regrets,
*** *** [To assist us in bringing this matter to a close, the consumer must give a reason why they are rejecting the responseIf the consumer does not provide a reason the complaint will be closed Answered]

Complaint: ***
I am rejecting this response because: I have asked numerous times if I can not get a refund, I want to use my credits for products in the store and the company has ignored every request I have sent and asked They say I they have informed me that I can use my credits when they have in fact NOT All I want to know is if I can use my over $credit for products such as Protein powders or work out and weight management supplements
Regards,
*** *** [To assist us in bringing this matter to a close, the consumer must give a reason why they are rejecting the responseIf the consumer does not provide a reason the complaint will be closed Answered]

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and want close this because we are getting nowhere and I prefer not to keep going back and forthI have a legitimate job and no more time or patience for thisI should have been skeptical from day one that the return policy was a marketing ploy for sales, since nothing was officially given to me in writing and Dave S*** wrote on the bottles with sharpie
*** ***

Thank you for your feedback and we will take your suggestions into consideration.  In regards to the customer wanting a refund, we will not be able to do so since it is against our return policy and the customer has posted negative reviews towards the business.  It was encouraged, a few times, for this customer to email their complaint so more could be done to help them get what they are asking for.  Their decision was to go out of their way, to ensure negativity was spread, about our business, and due to that, no alterations will be done to accommodate their request.

Below is the email that I sent to Ms. [redacted], informing her that she can use her 5 credits, over the next 12 months.I've informed Ms. [redacted] that she is requesting to use the money that she signed and agreed to pay, at a completely different entity, which is something that is not approved.  So, to answer her request, again, we cannot honor her request to use the credits at another company, sorry.We have a written contract for a reason, and I am not sure why she insist on blaming us for something she signed and agreed to?  Either way, our contract (that she signed) lays out our policies and we plan on following what is in the contract. Received: 04:08 PM MDT, 07/21/2016 From: NutriShop FitShop <[redacted].[redacted]@[redacted].[redacted]> To: [redacted] <[redacted].[redacted]@[redacted].[redacted]> Subject: Re: Good afternoon Hi [redacted], Our policy is it takes 15 days to process any cancellation, which you signed and agreed to when you signed up.  It also stated this on the cancellation form you turned in.  Since your payment is scheduled to draft on July 4th, that would not have been enough time to cancel your account and not have the payment processes since that is a 2 day notice.  Mr. A[redacted] was correct, your request would be processed and since the 15 days have past since you turned in your cancellation form, your account is now closed, and you have 5 credit sessions to use at your discretion, over the next 12 months. If you have any other questions or if I can be of any further assistance, please let me know.   NutriShop/ FitShop  http://www.nutrishopnm.com/  http://www.fitshopnm.com/

Our return policy is posted at the register, just as the customer stated.  It is typed out on an 8x10 piece of paper and is the only item that is on the checkout counter (I am not sure what or how they would expect us to have it displayed, but this has worked for us for many years). ...

The gentleman that sold the customer the items, Dave S[redacted], was the past owner and is detailed in going over the return policy.  I know this turns into a he said, she said situation, but we posted the return policy so it can eliminate this situation.  The male customer that was with the female customer called the store and informed Mr. S[redacted] that he has already written bad reviews and posted his negative situation with the company, which is his right and decision.  With saying that, we do NOT change our return policy for ANYONE that goes out of their way to bash our company, especially when Mr. S[redacted] informed them 3-4 times that if they send an email (or he could even send it for them and get back to them) there would be a better chance of getting the solution they were asking for, accomplished, but they didn't go that route so our return policy stands and there is no returns on any item(s) that are less than 3/4 full.

Complaint: [redacted]
I am rejecting this response because:   For one....I asked for that form well in advance.  I'm not sure what else I can do if the company did not return my phone calls or my texts.  I asked the person that I was working with if I can get the form to cancel and explained my situation and then I called the store.  The store never answered I left several messages which were NEVER returned so I had to finally call another shop and that is when I finally got a hold of Mr. A[redacted].  He was the only one that has tried to help me in this.  I did my part to try and stop this and cancel everything that I had.  And how am I trying to use my credits with another entity when it is the same thing?  This is the worst company and the worst customer service I have ever received any where.  I can not be the only person ever that have had such drastic family circumstances like my mother dying happen and ask for a refund because they can not continue due to these circumstances, and have been treated so poorly and be told...Oh well.  Not going to happen.  
Regards,
[redacted] [To assist us in bringing this matter to a close, the consumer must give a reason why they are rejecting the response. If the consumer does not provide a reason the complaint will be closed Answered]

I have been in contact with Ms. [redacted] and have gone over our policies that she agreed and signed. I have explained that any cancellationor change, to anyone's membership, requires 15 day written notice. We received her written notice on July 5th, the day after she was charged. In the paperwork that...

she signed, it clearly states that we do not offer refunds but she insists that we change our policy, for her, which I informed her that we cannot do. I have offered for her to use the credits that she has paid for, anytime that she wishes.The paperwork that I am referring to is attached. Fitshop###-###-####[redacted]If copies are not legible, please notify us via email & we will send the originals.