PawHealer.com

I purchase Pawhealer's dissolve herbal formula for about 2 months for my dogs lipoma. I was very disappointed with results as the size of the lipoma has not not been reduced but has only grown larger. I was told by the representative that it would take 6-8 weeks for results but their return guarantee is for only 1 month. He said likely no change after only a month. You don't really know the results until the guarantee period has expired which only tells me they don't want to stand behind their product. I would beware in purchasing their products at lease using their dissolve herbal formula.

We have sent this Return Shipping Label to the CustomerAs you can see below the Return Address is [redacted] and the Delivery Address is [redacted] The USPS Tracking # is [redacted] This Return Shipping Label is inside the First Class envelope that we show was delivered to [redacted] on via USPS Tracking # [redacted] See attached File for Tracking # [redacted] Delivery Address: [redacted] Cost Code: Print Date: September 23, - 02:29:PM Mail Date: September 23, User: pawhealer Weight: lbs oz Refund Type: E-refund Insurance ID: N/A Printed Msg: Class/Service: Priority Mail ® $Special Services: USPS Tracking Insurance: N/A Total Cost: $ Tracking: [redacted] Location Date Local Time Description September 24, 00:00:Pre-Shipment Info Sent to USPS, USPS Awaiting Item

I had a 16 years old dog that had diagnosed Kidney failure. She lived 4 years past the diagnosis. I out her on homemade food and started using various herbs. Towards the end, I came across Pawhealer and ordered the formula that would help with her untreatable bladder infections. Her bladder infection cleared up and she was able to live her final few months with a bit more comfort. I presently have my dog Bella on a custom blend for mast cell tumors and will be monitoring the results over the next few months. I have had positive results along with professional and courteous service.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear belowI have not received the label they said they sentStill waiting
Regards,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
I have not received the label they said they sentStill waiting
Regards,
*** ***

We have sent via USPS a prepaid Return Shipping Label and Priority Mail envelope for Customer to return all unopened/sealed products with two options1) for Full Refund whereby we will Waive our 20% Restocking Fee for Returnsor2) for an even Exchange for Returned Products we will send
out replacement products that are not On Sale with an extended Expiration Date on bottles**PLEASE NOTE: Customer should be advised this product line will no longer be available as 'chewable wafers' and that within next several weeks product will be SOLD OUT We do NOT manufacture the Dietary Supplements referred to in this complaintWe buy from an outside source, which informed us in the last week (approx Sept 20, 2016) they are in the process of transitioning from their 'chewable wafers' product to a 'powder' productWe have been struggling to keep their ' chewable wafers' in stock and this explains their delays (and ours) in recent monthsWe have dealt with this company for almost years and have never had quality issues with them or problems with Expiration Dates. We work with a Batch system whereby we use assigned Lot # to associate with Expiration dates and differentiate between powders and chewable wafersAt times the Expiration Date is stamped on the bottle and at times the Manufacture date or Expiration Date is included in our Lot # on the bottle's label -- as for some Batches sanitized recycled bottles are used which have data from other Lot#sTo avoid confusion we have had to black out data on recycled bottles and refer to or use ONLY the Bottle Label which has correct Lot#s We apologize for the confusion our system has created and hope that one of our options to correct the Customer's bad experience is acceptablePlease advise at your earliest convenience. Sincerely,*** *** We have also included a URL that refers to Expiration Dates: http://www.healingedge.net/store/article_supplement_expiration.html Expiration Date InformationExpiration dates serve as a guideline for how long a product remains potent and effectiveHowever, if a product expires on February 2, will it still be good February 3, 2009? Of course it willIn fact, many products continue to hold their nutritional value years past their "expiration." The information provided here explains the details of expiration dates particular to the type of dietary supplementEach supplement will vary on product efficacy, depending on the manufacturer and the quality of raw materials usedIn order to avoid concern, always try to purchase pharmaceutical grade dietary supplements.Herbal ProductsHerbal products will slowly weaken with age; however, they maintain potency for approximately years following productionProduct efficacy diminishes approximately years following expiration.Vitamin Mineral SupplementsVitamin and mineral supplements will slowly weaken with ageQuality B vitamins do not sustain potency following expiration date; however, most all other vitamin supplements maintain efficacy approximately years following expiration.EnzymesEnzymes will slowly weaken with ageThey will maintain potency approximately year past the expiration date.Amino AcidsAmino acid supplements slowly weaken with ageQuality amino acid supplements will maintain potency approximately to years following expiration.Fish OilsFish oils are delicate dietary supplementsBe sure to purchase fish oil supplements that are free of heavy metals and pesticidesAlso, be sure that they have been manufactured, stored, and bottled properly, because many fish oil supplements can be rancid prior to purchasingMost fish oil supplements need to be refrigerated; however a to day shipping period should not hurt the supplementsMost of them expire approximately months after the posted expiration date.ProbioticsProbiotic supplements contain live organisms; therefore, most probiotic supplements should be refrigerated, with few exceptionsWe recommend having probiotics delivered within days of purchase, in order to avoid any temperature damageMost probiotic supplements expire approximately months after the posted expiration date.Skin CareSkin care product expiration dates varyThe more synthetic the skin care product is, the longer it will last; however, the more synthetic the product is, the more harm it can do to the bodyNatural, quality skin care products maintain efficacy between to months, while cosmetics expire approximately year from purchase.Glandular SupplementsGlandular supplements are more delicate than vitaminsThey maintain potency approximately year past the expiration dateIn order to optimize shelf-life, glandular supplements should be stored in cool temperatures.Juices and LiquidLiquid supplements will slowly weaken with age; however, they will maintain efficacy approximately year past the expiration date.DrugsThe average drug maintains potency approximately years past the expiration dateSome drugs may even last longerThe only drugs that we recommend discarding shortly after expiration are drugs that can save your life in emergencies i.eNitroglycerin, Asthma medications, etc.Important NoticeNever discard drugs by flushing them down the toiletMost waste water treatment plants are not designed to remove or destroy drugs that have been flushed or washed down the drainFlushing drugs and other dietary supplements will contaminate drinking water, as well as oceans, lakes, and riversThis contamination in turn disrupts marine life, and when marine animals are caught for human consumption, the absorbed toxins end up back in our bodyEvery action has a reaction.How to Extend the Life of SupplementsThe higher the quality and grade of a particular supplement, the longer it will maintain potency following the expiration dateDo not refrigerate supplements unless the label advises to do soAll drugs and vitamin supplements should be stored in airtight containersKeep all dietary supplements away from light, moisture, and heat

We have sent via USPS a prepaid Return Shipping Label and
Priority Mail envelope for Customer to return all unopened/sealed products with two options1) for Full Refund whereby we will Waive our 20% Restocking Fee for Returns
or
2) for an even Exchange for Returned Products we will send out replacement products that are not On Sale with an extended Expiration Date on bottles*
*PLEASE NOTE: Customer should be advised this product line will no longer be available as 'chewable wafers' and that within next several weeks product will be SOLD OUT
We do NOT manufacture the Dietary Supplements referred to in this complaintWe buy from an outside source, which informed us in the last week (approx Sept 20, 2016) they are in the process of transitioning from their 'chewable wafers' product to a 'powder' productWe have been struggling to keep their ' chewable wafers' in stock and this explains their delays (and ours) in recent monthsWe have dealt with this company for almost years and have never had quality issues with them or problems with Expiration Dates.
We work with a Batch system whereby we use assigned Lot # to associate with Expiration dates and differentiate between powders and chewable wafersAt times the Expiration Date is stamped on the bottle and at times the Manufacture date or Expiration Date is included in our Lot # on the bottle's label -- as for some Batches sanitized recycled bottles are used which have data from other Lot#sTo avoid confusion we have had to black out data on recycled bottles and refer to or use ONLY the Bottle Label which has correct Lot#s
We apologize for the confusion our system has created and hope that one of our options to correct the Customer's bad experience is acceptablePlease advise at your earliest convenience.
Sincerely,
*** ***
We have also included a URL that refers to Expiration Dates: http://www.healingedge.net/store/article_supplement_expiration.html
Expiration Date Information
Expiration dates serve as a guideline for how long a product remains potent and effectiveHowever, if a product expires on February 2, will it still be good February 3, 2009? Of course it willIn fact, many products continue to hold their nutritional value years past their "expiration." The information provided here explains the details of expiration dates particular to the type of dietary supplementEach supplement will vary on product efficacy, depending on the manufacturer and the quality of raw materials usedIn order to avoid concern, always try to purchase pharmaceutical grade dietary supplementsHerbal Products
Herbal products will slowly weaken with age; however, they maintain potency for approximately years following productionProduct efficacy diminishes approximately years following expirationVitamin Mineral Supplements
Vitamin and mineral supplements will slowly weaken with ageQuality B vitamins do not sustain potency following expiration date; however, most all other vitamin supplements maintain efficacy approximately years following expirationEnzymes
Enzymes will slowly weaken with ageThey will maintain potency approximately year past the expiration dateAmino Acids
Amino acid supplements slowly weaken with ageQuality amino acid supplements will maintain potency approximately to years following expirationFish Oils
Fish oils are delicate dietary supplementsBe sure to purchase fish oil supplements that are free of heavy metals and pesticidesAlso, be sure that they have been manufactured, stored, and bottled properly, because many fish oil supplements can be rancid prior to purchasingMost fish oil supplements need to be refrigerated; however a to day shipping period should not hurt the supplementsMost of them expire approximately months after the posted expiration dateProbiotics
Probiotic supplements contain live organisms; therefore, most probiotic supplements should be refrigerated, with few exceptionsWe recommend having probiotics delivered within days of purchase, in order to avoid any temperature damageMost probiotic supplements expire approximately months after the posted expiration dateSkin Care
Skin care product expiration dates varyThe more synthetic the skin care product is, the longer it will last; however, the more synthetic the product is, the more harm it can do to the bodyNatural, quality skin care products maintain efficacy between to months, while cosmetics expire approximately year from purchaseGlandular Supplements
Glandular supplements are more delicate than vitaminsThey maintain potency approximately year past the expiration dateIn order to optimize shelf-life, glandular supplements should be stored in cool temperaturesJuices and Liquid
Liquid supplements will slowly weaken with age; however, they will maintain efficacy approximately year past the expiration dateDrugs
The average drug maintains potency approximately years past the expiration dateSome drugs may even last longerThe only drugs that we recommend discarding shortly after expiration are drugs that can save your life in emergencies i.eNitroglycerin, Asthma medications, etcImportant Notice
Never discard drugs by flushing them down the toiletMost waste water treatment plants are not designed to remove or destroy drugs that have been flushed or washed down the drainFlushing drugs and other dietary supplements will contaminate drinking water, as well as oceans, lakes, and riversThis contamination in turn disrupts marine life, and when marine animals are caught for human consumption, the absorbed toxins end up back in our bodyEvery action has a reactionHow to Extend the Life of Supplements
The higher the quality and grade of a particular supplement, the longer it will maintain potency following the expiration dateDo not refrigerate supplements unless the label advises to do soAll drugs and vitamin supplements should be stored in airtight containersKeep all dietary supplements away from light, moisture, and heat

We have sent this Return Shipping Label to the Customer. As you can see below the Return Address is [redacted] and the Delivery Address is [redacted]. The USPS Tracking # is
[redacted].
 
This Return Shipping Label is inside the First Class envelope that we show was delivered to [redacted] [redacted] on 09.29.16 via USPS Tracking #[redacted]. See attached File for Tracking #[redacted]

[redacted]
[redacted] [redacted]  
Delivery Address: [redacted]
[redacted]
 
Cost Code:

Print Date: September 23, 2016 - 02:29:14 PM

Mail Date: September 23, 2016

User: pawhealer

Weight: 1 lbs 0 oz

Refund Type: E-refund

Insurance ID: N/A

Printed Msg:

Class/Service: Priority Mail ® $5.69
Special Services: USPS Tracking

Insurance: N/A

Total Cost: $5.69

Tracking: [redacted]

Location Date Local Time Description
September 24, 2016 00:00:00 Pre-Shipment Info Sent to USPS, USPS Awaiting Item

Review: I saw their website and wanted to inquire about the products they provide for aging pets so I phoned them to discuss my concerns before placing an order. I received a return phone call late in the evening after 7:30pm (EST) and we ended up placing order over phone. It was never discussed that I could not return the product if it did not work, and in my case it did not. I have contacted them to return the two out of three unopened bottles of product that cost me $129, for an $80 refund. They said they will not as no returns are allowed but I was not made aware of this until after the order arrived at my home and after I discovered it did not work for my pet.Desired Settlement: I would like them to refund me at a partial rate of $80 as the three bottles divided into the $129 is approx $80, minus the shipping they incurred. I have not opened the two bottles and I'm certain they can allow another buyer to use a product that is still quite good as they state their product is. It just did not work for me or my pet - and being unemployed for several weeks, the $80 will allow me to feed my family for another week or so. I really appreciate their cooperation.

I can accept refunds on my PayPal account via cash if they would do that?

Business

Response:

Return Policy

[redacted] Custom Formulas for your pet will not be allowed

for return. Please understand that we make these just for your dog or

cat and therefore cannot be used on any other pets.

For Stock items we accept returns on unopened, sealed items in resalable condition within 60 days from date of delivery.

Should you wish to return any items, you must contact our office for a return

authorization number along with return instructions, this will allow us to ensure there will be no delay in issuing your

refund.

We can give you a store credit for the purchase price of the returned items, or we can refund the purchase

price less a 20% restocking and handling fee to the credit card or paypal account on which your order was placed.

Please

understand that it took us time to process your order. Your credit will

be processed 10-20 days from its receipt back to the store.

Please Contact Us

within 60 days of the shipment date to receive authorization and return

instructions.You can email us with your questions, comments or concerns

at any time. We welcome and appreciate your feedback. We hope that you

enjoy shopping at Pawhealer, and feel confident about your purchases.

Please note that without a return authorization we will not refund your purchase.

If you refuse your delivery you will be

responsible for all charges associated with it's refusal and these fees will be deducted from your refund amount.

--------------------------------------------

As stated above from our Homepage Website our Refund Policy clearly states that there are No Refunds on Custom Orders. In addition at time of sale the customer is advised that this a Custom Order and that there are extra charges for the design which is made specifically for the Customer's Pet from the Customer's Survey that has been submitted. Also, on ALL Invoices sent with Customer products as a receipt this verbiage is included on the bottom of the Invoice:

FYI:

Visit the product FAQs to get most questions answered www.PawHealer.com

Custom Herbal Formulas Not Refundable. Please read our policy here www.PawHealer.com/Refund

We also have herbs for people. Visit us at www.PeopleHealer.com

HOW

TO GIVE HERBS: Herbal powder formulas can be mixed into any food source

(wet dog food, peanut butter, chicken broth etc). Herbal powder can be

encapsulated so that the pet does not taste it (for picky eaters) or the

Herbal powder dosage (for example 1/2 tsp) can be placed in a small

bowl or dish and add 1 tsp of water making a runny solution: use a

dropper or syringe and drop or shoot behind the tongue small enough

amounts of the solution you have concocted so as not to choke or

distress the pet.

We respectfully once again decline to issue credit on this account.

Review: On August 17, 2013, I ordered the product H Factor Dissolve Formula (2 bottles buy 2 Get 1 free) via the PawHealer.com website. The following day I received notification, along with a tracking number, that the products were mailed out and that I should receive them within 1 to 3 business days. On August 21, 2013, I tracked the products online at [redacted] website. It indicated that the products had been delivered to 90012. So I contacted PawHealer directly via their 877-255-3856 phone number and spoke to a staff member directly. I provided my tracking number and explained what the [redacted] web site stated.

The PawHealer staff member went on to say that the package should be delivered by the following day, August 22, 2013. On August 28, 2013 I checked the PO Box address again to see if the products had been delivered. They still had not arrived and the [redacted] web site still indicated that the products had been delivered to 90012. I called PawHealers directly and there was no answer. My call went directly to voicemail. So, I sent an inquiry via their website explaining the non delivery of the products. I also forwarded an additional inquiry to PawHealer's email address at [email protected].

Today, August 29, 2013, I phoned PawHealer to discuss the matter regarding non delivery of the products. I called twice. There was no answer; my calls went to voicemail both times. In addition their mailbox is full. So I wasn't able to leave a voicemail message. So with all that said, 12 days have passed and the bill has been paid for these products BUT I do not have my products.Desired Settlement: I would like the delivery of my products or a REFUND to my credit card used to purchase the undelivered products.

Consumer

Response:

I checked my PO Box after work today and the package had arrived. It took 12 days to receive my products.

Please acknowledge this email as notification that my complaint has been resolved.

Thank you!

Business

Response:

[redacted],

We are so sorry for the inconvenience you experienced on our last shipment dated 08/17/13.

As you know this shipment was shipped via US Postal Service to a PO Box and according to electronic tracking information provided by US Postal Service showed item was delivered as scheduled 08/20/13. When you called our office and spoke with rep: [redacted] on 08/22/13 and advised him package was not delivered we opened a trouble ticket with US Postal Service Postmaster at [redacted] branch at which time he advised us package had been delivered to your Post Office in Los Angeles. Unfortunately this was all the information we had for several days and then Rep [redacted] spoke with you again 08/30/13and you said package had been delivered. We never did receive an explanation from the US Postal Service and made two more attempts via telephone 09/02/13 and 09/05/13 to try and understand what had happened from your end, but we could not reach you.

Please accept this letter to use an Authorization for a 30% discount on your next order for the tardiness of your shipment. We ship thousands of packages per year with the Us Postal Service and 99% of the time their service is excellent.We are so sorry you had to experience that 1% when they are bad.

Thank you for your understanding,

Customer Service

Pawhealer.com