Onnit Labs LLC

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 Regards, [redacted] ***

***, We sincerely apologize for the shipping mishap on our partA reshipment request has been submitted and your AlphaBrain 90-ct will be shipped from our fulfillment center today via FedEx Home DeliveryYou'll be receiving a shipment notification email once the parcel is processed for pickup by the shipping servicePlease let us know how we can be of further assistance by emailing our support team at [redacted] We appreciate your support

Hi [redacted] , Your account has been refunded in full for this purchase, the funds will post back to your account within a few business daysPlease let me know if there is anything we can do to rectify this situationThank you!

The issue at hand is regarding our [redacted] Free Trial program, which does include a subscription, which is disclosed with all information at the time of purchaseThis is not something you can opt out of, as it is part of the trial program, however the subscription can be cancelled at any time after the initial trial purchaseOnnit also sends a "heads up" email days before the subscription is set to process in case the subscription has not been cancelled and the customer wishes to cancel itAttached is the product page that provides the information for the free trial purchase, disclosing what is being purchased, as well as the subscription informationThe agent that corresponded via chat provided all of the information professionally and accurately in coordination with our offer, as well as our return and refund policyOur representative cancelled the subscription for any future orders for the customer in the chat to ensure that no charged processed again in the futureThe refund policy, found on our website: https [redacted] Refund-Policy indicates that we can provide a refund as part of our money back guarantee on entry level products, which is the lowest quantity optionThe subscription order is not the smallest quantity, but in lieu of this impacting the customer financially, or having to take time to return it, we offer the equivalent of an entry level refund to the customerThe 60ct bottle of [redacted] is less expensive per capsule, so the refund amount is reflected per capsulePrior to the customer leaving the chat, our agent informed the customer that we would be refunding the entry level amount so that when the customer returned from traveling he could choose to return the item to us, which we are happy to provide a return label for that, and we can then refund the remaining portion of the orderThe customer has already been refunded $(copy of refund receipt also attached)The method of delivery for the item is not something we can return, as it's delivering via [redacted] and [redacted] does not provide options to return to sender or reroute the product in the middle of shippingThe customer, however, can reach out to his local [redacted] in the states and request that the package be RTS'd on his behalfWhile this is not a guarantee to happen, as [redacted] cannot guarantee those things with the volume of orders they receive, it is certainly the best attempt to handle it while he is traveling

The information the customer has provided here is not accurate, nor does Onnit operate under a foundation of premise to customersAttached are both the Trial Offer page tied to the product purchased, Shroom Tech Sport, which is the same offer page viewed by anyone opting in and has the same
information as anyone that has opted into the Shroom Tech Trial from the first day it launchedThe second attachment is the order confirmation email, which goes to the email address utilized by the customer at checkoutThe customer information (last name, address) has been blacked out, as it is an example confirmation from another customerNoted on the order confirmation email at the bottom is the following info: The order contains a trial offer which has enrolled you in a subscriptionIt will automatically process in days for $Onnit does also send a five day heads up email to the same email address noting that a subscription will be processed in five daysThe customer has been refunded for the cost of all three rebilled products and was not refunded shipping, receiving: $in totalIn accordance with our refund policy, we would typically ask that the products be returned, but the customer noted that he had moved addresses so he never received themThe agent elected to refund (without the return of product) the full amount of each product, despite no product being available for return, and only the shipping fees remained charged to the customer. Of note, the email address that the customer provided at the time of checkout does not match the email address that this complaint has been submitted forThis is something that Onnit does experience often, customers using non-primary email address to opt into programs, thus resulting in missed notifications outside of the program details that are provided at checkoutThis is not proof that the customer was unaware of the alternative email address, but could perhaps have played into missing the notifications which are sent out after purchase (order confirmation) and subscription heads upNo additional action will be taken at this time to refund shipping fees

***, We sincerely apologize for the shipping mishap on our partA reshipment request has been submitted and your AlphaBrain 90-ct will be shipped from our fulfillment center today via FedEx Home DeliveryYou'll be receiving a shipment notification email once the parcel is processed for
pickup by the shipping servicePlease let us know how we can be of further assistance by emailing our support team at ***We appreciate your support

This customer was refunded for the cost of product, minus shipping on June 16th
Refund
16-Jun-08:59:
***, ***
D
XXXX
USD
(31.45)
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16-Jun-15:43:
USD
(31.45)

I have called customer service 4 times about canceling my order. They tell me its cancelled but they keep charging me and sending me their product I don't want. I don't know what to do at this point. I feel like they are stealing from me. I think I will call my bank and block them.

Hi [redacted],
 
Your account has been refunded in full for this purchase, the funds will post back to your account within a few business days. Please let me know if there is anything we can do to rectify this situation. Thank you!

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.
Regards,
[redacted]

Hi [redacted], Your account has been refunded in full for this purchase, the funds will post back to your account within a few business days. Please let me know if there is anything we can do to rectify this situation. Thank you!

On December 3rd, we received an email through our helpdesk from the customer, which was also responded to on December 6th requesting an order ID. The customer responded to us on December 6th with the order ID. On December 7th our representative followed up explaining that the Star Wars products do...

not have a ship date at this time, and we anticipate arrival and ship date late 2017 or early 2018. The Star Wars products were presale only and this information is disclosed on the product page, at the checkout screen before payment, and on the order confirmation email. (all screenshots are attached and the following link is where the purchases are made: www.onnit.com/starwars-kettlebells/).On December 16th, the customer sent in a new email indicating that we had not replied and was threatening legal action and contacting the Revdex.com. Our customer service representative that replied to the initial email on December 6th and 7th, clarified that we did reply and that the items are not available for shipment yet on December 20th. The customer replied same day, December 20th at 1:33pm indicating that she would like to wait for the order.While we do understand that this may have been a Christmas present, we disclosed that this item was presale only and we provided no guarantee ship dates. The customer can continue to wait for said product, or they can request cancellation and refund, which we are happy to accommodate at any point between now and the ship date. As of now, the customer correspondence shows that she is content waiting for the product, but should she want to cancel and refund, we are more than happy to follow through with the request.

Complaint: 10091512
I am rejecting this response because:  What kind of company offers 100% money back guarantee and then ignores a total of about 5 attempts to get it resolved and gives 0 communication with the customer.  What kind of company only responds when the Revdex.com and Credit Card company get involved.  This company is a scam and dishonest and has no respect for customers. 
Regards,
[redacted]

As the customer does mention, we do have an FAQ support article for the rewards [redacted] which does indicate that the discounts cannot be stacked or used with subscription orders. We can also sympathize with the fact that this...

was information that was not privy to the customer on the actual rewards page itself and we will be updating the verbiage for future encounters with this customer, as well as any others that may be impacted by this information. Of note, this rewards program is not something the customer opts into, nor is it an agreement that they must use the rewards. Onnit utilizes the program so customers may benefit from spending money with our company and begins providing the discounts as soon as they create an account with us, even before an order is placed and money is accepted. We understand the concerns of the customer in this case, and would be happy to honor the reward code regarding the order in question that we were contacted about. We will not be providing additional discounts on other orders, but the specific one that we were contacted on, we will refund the reward code the customer was interested in using to help rectify the situation with our customer. We will be proactively reaching out to this customer based on our initial email correspondence regarding the order to resolve the situation further.

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. Although I will say that they did not do half of what they said they did.  The item was to be delivered the end of December early January but now has been pushed off to the end of January.  The person the item is going to is good with that  so we will wait for the item.
Regards,
[redacted]

The issue at hand is regarding our [redacted] Free Trial program, which does include a subscription, which is disclosed with all information at the time of purchase. This is not something you can opt out of, as it is part of the trial program, however the subscription can be cancelled at any time...

after the initial trial purchase. Onnit also sends a "heads up" email 5 days before the subscription is set to process in case the subscription has not been cancelled and the customer wishes to cancel it. Attached is the product page that provides the information for the free trial purchase, disclosing what is being purchased, as well as the subscription information. The agent that corresponded via chat provided all of the information professionally and accurately in coordination with our offer, as well as our return and refund policy. Our representative cancelled the subscription for any future orders for the customer in the chat to ensure that no charged processed again in the future. The refund policy, found on our website: https[redacted]Refund-Policy indicates that we can provide a refund as part of our money back guarantee on entry level products, which is the lowest quantity option. The subscription order is not the smallest quantity, but in lieu of this impacting the customer financially, or having to take time to return it, we offer the equivalent of an entry level refund to the customer. The 60ct bottle of [redacted] is less expensive per capsule, so the refund amount is reflected per capsule. Prior to the customer leaving the chat, our agent informed the customer that we would be refunding the entry level amount so that when the customer returned from traveling he could choose to return the item to us, which we are happy to provide a return label for that, and we can then refund the remaining portion of the order. The customer has already been refunded $25.46 (copy of refund receipt also attached). The method of delivery for the item is not something we can return, as it's delivering via [redacted] and [redacted] does not provide options to return to sender or reroute the product in the middle of shipping. The customer, however, can reach out to his local [redacted] in the states and request that the package be RTS'd on his behalf. While this is not a guarantee to happen, as [redacted] cannot guarantee those things with the volume of orders they receive, it is certainly the best attempt to handle it while he is traveling.

[redacted],
 
We sincerely apologize for the shipping mishap on our part. A reshipment request has been submitted and your AlphaBrain 90-ct will be shipped from our fulfillment center today via FedEx Home Delivery. You'll be receiving a shipment notification email once the parcel is...

processed for pickup by the shipping service. Please let us know how we can be of further assistance by emailing our support team at [redacted]. We appreciate your support.