Physician Recommended Nutriceuticals

I have reviewed [redacted] 's account and have discovered the following: [redacted] was referred by her Eye Doctor to ameliorate occasional symptoms due to a nutritional deficiency in Omega Fatty Acids She spoke with a PRN Senior Product Advisor 6/23/on who detailed the product particulars including shipment and pricing details The customer opted to place her order online the same day via the PRN website In order to check out-- [redacted] was required to agree to the Terms of Service and the confirmation clearly states she was placing a recurring order When the customer received her order--included in her box she received a copy of the Terms of Service and a Save the Date notification of her next shipment I have attached the screen shots and a copy of the Terms for review In spite of the multiple ways that this customer confirmed and agreed to her orders--we have offered her a full refund upon return of her latest shipment We have not received the product back and will be happy to refund this customer once the aforementioned product is returned to our possession

The customer placed an order with PRN via an incoming call to our Customer Service Center on 4/3/ The customer established a shipping frequency of months, which is the expected use for the [redacted] The customer was provided a next shipment date and did agree to the order as confirmed by her recorded call The customer also received a Save the Date notice in writing included in with her order The customer's next order processed on 5/18/and she contacted PRN again on 5/24/ The customer's recorded call was pulled and provided to her on 5/25/via email confirming that the order was placed at her request, per her ordering criteria and with her consent At no time did the customer contact PRN in an effort to change or stop her order and PRN acted in good faith and fulfilled her request by shipping the order at the agreed upon interval There was no attempt to be anything but forthright and transparent in our dealings and there is no evidence of anything other than excellent service provided to this customer

Thank you for allowing us to respond to your concerns First we treat all of our customers and employees with the utmost respect for their gender,age, country of origin and ability to hear or see That being said--we treat all of the referred customers as valued adult consumers who make informed decisions pertaining to their physician recommendations While the product was not required--it was recommended due to it being a patented formula that has been shown to be clinically effective in ameliorating the effects of omega related deficiencies in the tear film While you may not be in agreement with the order being processed--we have already offered to refund the order in full--which is an exception to our final sales policy We have incurred the costs to ship the product to the customer address in good faith and have done nothing untoward in this transaction that would warrant additional expenditures on shipping The offer to refund the product upon receipt of the returned order still stands Since the customer will not be getting the recommended product to address her nutritional needs, we suggest following up with the Ophthalmologist for an alternate recommendation to address the structural issues as noted in the clinical exam

This customer has been in communication with PRN directly and has asked that we not contact her again. She has stated she has disputed the order with her Credit Card bank . "As soon as they clear you can can deal with my bank. Don't bother answering me again". 2/25/17 per customer... email.Per the follow up with the customer, the customer placed a recurring order via our website on November 25th, we she was able to see that the order would be a recurring shipment, no less than 3 times and was required to acknowledge our terms of service. Which she did accept and proceed with the transaction. The customer could have informed PRN of her desire to discontinue her order at any time prior to it shipping per the selected interval that she chose. The customer was provided with screen shots which are attached below. In addition the information given regarding the shipment processing was accurate in that the package is shipped from another state very early in the morning. The updated status occurs at various times throughout the day and the Advisors are only privy to what updated information is available at the time the customer calls. Once the package is pulled for fulfillment--it is too late to stop the shipment which is why we ask for a 3 day window to make any changes to the account. The customer has received a dispute credit from her Credit Card Company and has asked for a refund in addition to that credit and is still in possession of the order. PRN will not be issuing another credit and will accept the outcome of that disputed transaction review once completed.

This is a duplicate of a letter which was mailed on 6/22/16, the attachments were addressed to [redacted] and are not included herein. Please let me know if you have additional questions. Thank you,

[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 [redacted] , and find that this resolution is satisfactory to me Regards, [redacted]

I agree. They offer a slick money back guarantee, and when Ii refused the 1st auto shipment, (4 bottles) they reported that I was responsible to pay for 2 of the bottles, and to return two, and they would credit me. What? How does this make the product a money back guarantee? The Omega 3's may be of high quality, but I did not notice a change in my dry eye condition. My Optometrist just suggested I try the product, he did not endorse it. He had no feedback from other clients and had no idea of the cost of the product, which is unsustainable for me. PRN reps speak to you like you are disobeying doctor's orders. This is a high pressure sales company and in my opinion, operating a scam operation. Stay away. I would not even rate them one star for customer service.

[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 find that this resolution is satisfactory to me.
Regards,
*** ***

Per the customer account records--A refund was processed to the credit card of record on 3/28/18. The customer did agree to the recurring order on the website and was provided a written copy of the Terms of Service along with the next shipment date included with the first order. The
customer was extended a exception although there was no company error or misconduct. We wish the customer well in their future eye health

March 14, 2016We are in receipt of a complaint you have received from a *** ***We have reviewed the matter and have found the following according to our records, *** *** purchased a month recurring order, which consisted of bottles of Dry Eye Omega Benefits on the PRN website on
11/27/On the web site the customer is quoted pricing in month increments as it takes approximately days to begin to show full relief of their symptoms associated with a possible deficiency in Omega Fatty AcidsThe product is sold based on Physician recommendation only, as it is primarily used to ameliorate a clinical conditionEssential nutrients are neither stored nor manufactured by the body, therefore they must be ingested daily-requiring on-going supplementation or proper nutrition, Prior to executing the sale online-all customers must agree to the Terms of Service and acknowledge that they have made an automatically recurring order, Once their package arrives-there is another copy of the Terms of Service and a written reminder of their next shipment dateCustomers are never locked into any future shipments as they can make changes at anytiuntil the last business day prior to their shipment processing.In her complaint-*** ***-acknowledges that "three months later we got another bottle for $because I didn't stop the automatic reorder." In her situation this customer acknowledges that she was aware that she could have stopped her order and for whatever reason did not do so in a timely mannerPRN had no advance notice of the customer's intent to stop her orders, nor were we notified of a change in her doctor's recommendationWe bear no responsibility for *** ***'s failure to manage her account and orders accordinglyShe was provided with adequate advance written notification of our Terms of Service which clearly state we do not process refunds nor do we accept returnsGiven the nature of our business-the product cannot be safely restocked for use by others and once delivered-the product is deemed to be outside of our care, custody, and controlWhile sympathetic to her plight, there is no compelling reason that PRN should bear the brunt of her failure to communicate her intent regarding her orderIt is our opinion that we did nothing wrong and we have honored our agreement per our Terms of Service by delivering the product she ordered at the interval she requested.Attached please find the Terms of Service and a copy of Web Site Screen shots

[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:PRN reached out and cancelled order. Problem resolved. Thank-you
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
Regards,
*** ***

The customer acknowledges that a purchase was initiated on our web site for a recurring month order of product. The customer had to acknowledge the recurring order and to agree to Terms of Service on the web page. The customer also received written Terms of Service along with a ""save
the date" reminder included on the invoice along with the order. The customer made no effort to contact PRN and then per the agreed shipment schedule PRN processed their next order. It was upon receipt of that order that the customer contacted PRN on October 2, 2017. The customer was informed of the final nature of the sale and initiated a dispute through his credit card issuer. It is our policy to adjudicate any complaints through that venue once initiated by the customer so that we no do not over refund the account. The customer never returned the product, disputed the product and has now filed a Revdex.com complaint. It is our position that PRN followed the sales instructions as given by the customer and now the customer seeks to retain the product and the payment. We are willing to make an exception, but based on the credit card dispute we are not in a position to refund twice

Revdex.com:
I have reviewed the response made by the business
in reference to complaint ID ***, and accept their offer of a refund.As to the comments made by the Customer Service representative, PRN is well aware that the system is set up to auto-renew and it is not a customer-friendly cancellation process.I am able to advocate for myself Others, especially the elderly or people on limited incomes, may be taken advantage of by this system My provider no longer recommends PRN and will no longer write a prescription for the product It is interesting that pharmaceutical prescriptions have an expiration date and a specific number of refills.Whereas PRN accepts one "prescription" and continues the renewal indefinitely, without expecting providers to write a new or renewed prescription on an annual basis
Regards,
*** ***

Dear *** ***Per the attached *** delivery records, two orders were processed and delivered to your address of record While you may not agree with our return policy, we are governed by the FDA and the USDANutritional supplements unlike underwear, cannot be restocked for use by other
customers based on Federal regulations Once the product is outside of our Care, Custody, and Control--for safety reasons we cannot and do not accept returns for resale For this reason we ask that any customer wishing to make changes, do so prior to their next order shipment date ( which is printed on the invoices, and sent via email confirmation) so that we can prevent any issues regarding deliveryWe have refunded your last shipment amount in full per your Credit Card dispute and now consider the matter closedWe would recommend following up with your eye health provider as the recommending physician was attempting to treat a nutritionally based condition with our productOur product provides key nutrients essential for healthy tear production and qualityYour doctor chose our product specifically because it has been awarded two separate US Patents and has clinical studies showing the efficacy in addressing the specific nutritional needs to support your eye health based on his clinical assessment of your caseIt is unfortunate that you were not able to benefit from a formulation that has helped tens of thousands of other customers with their eye and general health needs We wish you a full recovery from your accident and continued health in the future

As previously stated PRN has not admitted any wrong doing or fault, merely that we agree to disagree We paid for the shipping to the customer in good faith and are not willing to pay for an erroneous opinion that we should continue to pay for good after bad We have offered a fair and equitable resolution as a compromise to resolve this matterThe fact is the item was ordered and delivered per the customer's request and per our terms of service the sale should be finalThe recommendation for the nutrients was done at the physician's request due to a discernible need for the nutrition to supplement the customer's eye health The decision to move forward with the recommendation was a private choice between the customer and the company for what the customer felt was necessary There are no pharmaceutical drugs available to address the earlier forms of the macular health issues the customer is experiencing--therefore nutrition is the only defense against the worsening of the macular regionThe clinician feels our product is superior to that which is routinely offered as options in a retail locationThe choice to order the product, per the recorded conversation, was made in sound judgement and without reservationThe full price will be refunded, upon return of the package

We are in receipt of a complaint you have received from a *** ***We have reviewed the matter and have found the following according to our recordsMr*** purchased a month recurring order, which consisted of bottles of *** *** *** benefits via our website on 08/20/As part of
the checkout process, the customer must agree to the terms of Service and they acknowledge that they are making a recurring purchaseThe customer was never under any Contractual obligation to ever receive any future orders and contrary to his complaint he was able to cancel his future orders at any time via a telephone callOur only request was that he contact PRN within hours of any pending shipments in order to allow us time to make any requested changes.On 1/15/PRN received a call from Mr*** requesting to cancel his ordersOur representative informed the customer that he would be charged for shipping on any future nonrecurring order but that he could delay his order and maintain the free shipping in order to allow himself time to catch upSometimes customers are not compliant and may just need time to resume their nutritional regimenMr*** agreed to delay his order until August of 2015, a full months in the futureOn 08/15/his order was processed per his requestPRN provided full disclosure and followed the customer's request to ship the product at the preferred customer time as agreed during his call in JanuaryOnce the items ship, under our terms of Service, all Sales are finalMr*** received the terms during his website transaction, they were also enclosed in his August and November Shipmenwere the future shipment datesAfter agreeing to the terms of service-his order was processed and Scheduled to ship at the prearranged intervalsIn addition Mr*** was emailed a confirmation of his orders and received a written Confirmation With his original shipment, both confirming the next order date.If Mr*** would like to return the unopened product for a refund, I would be happy to make an exception on his behalf.Please let us know if you require additional informationSincerely,Eleanor F* Director, Customer Relations Department

-------- Forwarded message ----------From: Revdex.com of Metro Washington DCDate: Mon, Sep 26, at 8:AMSubject: Fwd: You have a new message from the Revdex.com of Metro Washington DC & Eastern Pennsylvania in regards to your complaint #***.To: ***@myRevdex.com.org---------- Forwarded message ----------From: *** and *** *** Date: Sat, Sep 24, at 12:PMSubject: RE: You have a new message from the Revdex.com of Metro Washington DC & Eastern Pennsylvania in regards to your complaint #***.To: Revdex.com Dear Revdex.com representative I have not received your e-mail with the vendor response (perhaps it went to my junk mail).While I did get my money back, I am disputing the vendor claims:1. …”and furthermore we have no record of a return of that order at any PRN location at any time” - Both orders have been returned to themThe first one was returned to them by the post office as I put a hold on my mail being on vacationTheir representative admitted as muchThere was no message from PRN questioning their returned.2. …”even though no product has been returned nor were we ever notified to stop delivery or to otherwise make changes to his account”Both ordered were returned to PRNThe first one by the post office and the second one by myself.3. …”with each shipment of his product, *** *** would have received a product guide, a copy of the Terms of Service, and the next shipment date in writing”I do not recall getting a note about the next shipment, nor do I recall ordering repeat orders.4. …”We took an order from this customer and set up a recurring shipment at his request”I certainly did not request reoccurring ordersThe Drwho recommended their product stated very clearly to try to product first and observe the results before committing to re-orders.As demonstrated in the language of the PRN’s response, the company is arrogant and not consumer oriented. *** ***

We have received and reviewed the complaint submitted by *** *** *** has submitted complaints/disputes with the Revdex.com, the PA Attorney General's Office and the Credit Card issuer Upon a review of the facts, *** *** did agree to a recurring month order as verified by a recorded
phone call of the original transaction on 12/9/ *** *** was recommended the product under the guidance of his Eye doctor for a nutritional deficiency ameliorated by our product As part of the original sale *** *** was offered the product, was informed of the recurring nature of the transaction and was informed of the correct method and the time frames needed to effect any account changes Along with each shipment of his product, *** *** would have received a product guide, a copy of the Terms of Service, and the next shipment date in writing Approximately months later on March 8th his second shipment was mailed per his authorized consent on 12/9/ *** *** neither contacted PRN nor otherwise informed us of his wish to discontinue the product; and furthermore we have no record of a return of that order at any PRN location at any time In June after his 3rd order was processed*** *** then made contact with PRN and his credit card company and threatened legal action for the orders which he authorized Although it is our stated written policy that all sales are final and that we do not issue refunds, PRN is willing to make an exception and refund the last order for $even though no product has been returned nor were we ever notified to stop delivery or to otherwise make changes to his account We do not accept any responsibility for this customer's decision to discontinue the product without notice, nor should we be obligated to bear the entire financial burden created through no fault of our own We took an order from this customer and set up a recurring shipment at his request and subsequently and in good faith continued to effect delivery Had the customer contacted us at any time after the first order--this entire matter could have been prevented and further damages mitigated Attached please find the Terms of Service, provided to *** *** with each of his deliveries At this time--*** ***'s orders have been cancelled, the last order refunded and PRN considers this matter closed

The customer could have at any time avoided this complaint and any further action, by requesting to listen to the calls or to speak to PRN management which was not done Based on the investigation into the customer complaints, we were unable to verify any of the facts as stated by the customer and could independently verify what was actually discussed in each of the interactions with the customerBased on those grounds a refund was not offered per the terms of service which were supplied to the customer after the order was placedWe are more than willing to accommodate a request to review the conversations this customer had with our representatives at any time and suggest that the customer listen to those conversations to avoid any further actionsWe have honored the customers request to ship the product with consent and within the time frames requested when the order was initiated Per the written terms of service, the customer was never obligated to take any future shipments and could have cancelled at any time by contacting our office within business days of the shipping date supplied in her conversations and in writing included with her invoice The customer called to inquire about several questions prior to the next shipment date and was again reminded of the upcoming shipment The customer called the day after the product shipped and the order could not be stopped The order was shipped from another state the previous day and was already in transitPRN would have had no way of knowing the customer did not want to receive the shipment and followed the customer's wishes as previously stated in her other conversations with the company At no point until after the order shipped, did the customer request the cancellation of her standing orders The customer at no point expressed any dissatisfaction with the product or service she received It was only upon notification of this complaint that PRN was notified of the customers request for refund and that the customer was disputing her order consentTo resolve this matter amicably we are willing to accept the return of her most recent shipment in full in order to process a refund upon receiptWe are willing to speak to whomever the customer would like including her at any time

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed as Answered]
Complaint: ***
I am rejecting this response because: I did not authorize this transactionAnd the company has issued refunds in the past and allowed returnsI believe they have changed their policies to further their own ends
Regards,
*** ***