Physician Recommended Nutriceuticals

The customer can contact PRN for additional directions Monday through Friday 8 am to 8 pm eastern time at [redacted].

Complaint: [redacted]
I am rejecting this response because: I DID have e-mail contact.  PRN did not inform me of any policies when responding to my e-mails.I CALLED PRN and was not given any information other than 'This is the decision we have made"
Regards,
[redacted]

We have reviewed the customer complaint as listed and based on that review cannot see what PRN did wrong in this instance.  The customer who had an active current order and who was privy to the Terms of Service, made an independent decision to make a subsequent purchase for another product via...

the PRN website, without benefit of her Physician recommendation, without contacting PRN to inquire about the product specifics, and without availing herself of the other communication channels including email and webchat. The customer can still utilize the product in the recommended serving size for the original reason she was recommended the product as the formulation of the products are the same.  When the customer contacted us, these options were explained to her to no avail.  As all of the products ship from a Pharmaceutical grade warehouse--we do not accept returns for the safety of our other customers.

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 3 Fatty Acids.  She spoke with a PRN Senior Product Advisor 6/23/16 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.

[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]

February 29, 2016To Whom It May Concern, This letter is in reference to [redacted], a customer of PRN's who has submitted complaint ID [redacted] to the Revdex.com of Metro Washington DC and Eastern Pennsylvania.[redacted] was referred to PRN by her physician who recommended the product to address a...

nutrient deficiency that was related to some issues she was having with her eyes. On May 6, 2014, [redacted] placed an order through our customer service department. She ordered a 6 month recurring order of our Dry Eye Omega Benefits (120ct). Included in this shipment (and all shipments) was a copy of our Terms & Conditions and on her packing slip, imprinted with a big textbox showing her next scheduled shipment date. Customers have the right to make changes at any time and are not obligated to continue the product--however the customer is encouraged to maintain daily servings to address the underlying eye issues long term. If the customer wishes to make changes we only ask that they contact us within 3 days of their next shipment date to allow us to accommodate their wishes in a timely manner. Their next shipment date is provided at the time of sale and appears on every packing slip for any subsequent orders.PRN never received any request to change [redacted]'s shipments and therefore shipment was made on 11/3/14, again on 4/30/15 (for a cost of $248.40), and 10/27/15 (for a cost of $264.60). It wasn't until our fulfillment house received the returned last two packages on 12/18/15 that we realized there was an issue.At that time, we cancelled her recurring order, but offered no refund as our Terms & Conditions state we don't accept returns or offer refunds.It wasn't until 2/19/16 that the customer called in asking for a refund. Our customer service department told her of the terms and conditions and refused a refund at that time.Although we don’t feel a refund is owed, we are willing to grant [redacted] a refund in the amount of $513.00, the amount paid for her last two shipments.Thank you,Lisa L.Accounting Manager

The customer placed an order with PRN via an incoming call to our Customer Service Center on 4/3/17.  The customer established a shipping frequency of 1.5 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 5/18/17 and she contacted PRN again on 5/24/17.  The customer's recorded call was pulled and provided to her on 5/25/17 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 3 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.

We do not have an account listed for the person listed in the complaint--however the account associated with the email address--placed a web order for Dry Eye [redacted] Benefits on March 26, 2017.  There are no telephone calls associated with this account, however a request to cancel the recurring...

order was received and processed on July 19, 2017 via email.  The customer does not have any pending shipments and all future shipments have been cancelled.  Per the terms of service, the customer was never under any obligation to continue any orders we merely required notice prior to the next shipment date which was on the invoice, and on the terms of service on the website which all consumers are required to approve and submit prior to purchasing.  All sales are final due to safety concerns as returned product cannot be restocked for resale to others.  The order was placed and the packages sent per the approved delivery schedule which the consumer selected.

[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]

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.  I did ask to speak to a manager and was never allowed to do so. Please provide directions as to how I should go about returning the product. Please provide a phone # that I can call, or an address to return the product to, or directions for printing out a return label. Thank you for your willingness to ultimately cooperate. 
Regards,
###-###-####
[redacted]

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.

Complaint: [redacted]
I am rejecting this response because:
The business ADMITTED to me on the phone yesterday that my grandmother had a hard time hearing and understanding the saleswoman. Yet, the business STILL sold the $396.00 vitamins to my 94 year old grandmother.  In addition, the doctor's office "suggested" the company to my grandmother, the doctor's office did not state the product was necessary. The sales person USED the "suggested" language to MANIPULATE a 94 year old woman into thinking the doctor REQUIRED these VITAMINS. If the business is making an "exception" allowing a return and refund of their product, the business is essentially admitting there was some confusion in this transaction. Therefore, if there was ANY POTENTIAL error on the fault of the business, the business, if it is REPUTABLE, should provide a shipping label for the return.Why will they accept the return but not provide a shipping label? What type of business sells a 94 year old woman who ADMITTEDLY couldn't hear or clearly understand their manipulative sales person (who spoke with an accent) VITAMINS in the cost of $396.00? Why should a 94 year old woman who was clearly STEERED by this business salesperson pay whatever it cost to ship TWELVE BOTTLES of product back in a box to the business?If the business is willing to "make an exception", as they say, they should be willing to incur the cost of the shipment back.
Regards,
[redacted]

This company really needs to rethink their business model. I just received another shipment and I'm not even close to being done with my first shipment. I called to return, but they won't do anything about it. So, they charged my credit card $280. at a time when I can ill afford this charge. They have a good product ---- so why do they have to force feed you. I will not recommend or use a company's product that requires you to buy. Not only that, their dosage, for me, was not palatable. It upsets my stomach so at best I can do 1/2 the dosage. C'mon marketing, come up with something a customer perceives as good service.

I absolutely do not like their business model of mandating shipments of product. I now have 10 bottles of this stuff. Their dosage of 4 pills a day is unrealistic for me as it upsets my stomach - with or without food. So, at best I am able to take 2 / day. They will not give you a credit once it's shipped - and for me the charges came at a very bad time personally. I think they need to rethink their policies. People don't like to be force fed.

PRN charged me for a recurring order, which I have no written confirmation of authorizing. They refuse to cancel it or reimburse me, and I lost over $200. The product itself has not reduced my symptoms after the first course of treatment. I do not recommend using this company. It is overpriced and feels like a scam.

Review: June 9, 2014 I purchased PRN's [redacted] product. After using it for a month all it did for me was make my skin and hair extremely oily and did nothing for my dry eye problems but actually made them worse. I have contacted PRN and requested a refund but they state that I must wait until I have taken all three months worth of the product. I do not wish to continue taking the product and would like a refund now. I understand that they do not allow returned product. I do not think that if I am dissatisfied with the product that I should have to wait until Sept 2 to receive a refund. My eyes are more irritated when I use their product than when I don't so I have discontinued usage and therefore wish to receive the refund now.Desired Settlement: I would like a full refund now instead of waiting until Sept 2.

Review: Dear Sir or Madam:

I wish to file a complaint against PRN for unfairly charging me, and their refusal to recompense. I originally ordered one of their products, paid for, and received what I desired. Three months later I received another shipment which I did not order, and my bank account was charged $126.00. 1 have also filed a claim with my bank in an effort to recoup my losses.

I contacted PRN, and was told that I agreed to a quarterly shipment authorizing them to draft the funds out of my account. I would never intentionally have agreed to that. They also claim to have left a voicemail message that I have not heard. They further claim to having sent me an email prior to shipping. If that is true, I have not seen it, and probably would have gone straight to my spam box. PRN does acknowledge that I never directly agreed to this shipment They have stated a policy of no returns once shipped, regardless of circumstances. I have no use for the product, nor can I afford to lose this money, as I am on a fixed income.

I cannot be the only one PNR has unfairly charged. At the very least, this company is engaging in unfair trade practices. I feel it is more egregious than that, and they are intentionally being deceptive so as to steal money from myself and many other unsuspecting victims. .They should be held accountable in some fashion! Any help you can provide would be greatly appreciated. Thank you for your time.Desired Settlement: see Attached document

Business

Response:

September 27, 2013

To Whom It May Concern,

This letter is in reference to [redacted], a customer of PRN’s who has submitted complaint ID [redacted] to the Revdex.com of Metro Washington DC and Eastern Pennsylvania.

On 6/11/13, [redacted] placed an order on our website, www.pmomepahealth.com.

All orders through our website are based on a subscription plan. If a customer wants to place a non-recurring order, they must call into our 1-800 number, As you can see in the attached documentation, we make it very clear that they are buying a 3, 6, or 12 month recurring order.

We have recurring noted several times, both in the product name and description. We also include this information in our Terms of Use within the product details (also attached), In addition, customers must agree to Terms and Conditions before the order can be submitted. The Terms and Conditions are again Supplied to customers in their shipment which she acknowledges receipt of.

On 8/30/13, she received a “10-Day Notice of shipment” call from us, Her answering machine picked up the call and recorded a message lasting 65 seconds. It states that “your next recurring order is scheduled for shipment within the next 7-10 calendar days, and if there are any issues, to call us to delay/cancel/expedite the shipment. The script of the 10 Day Notice is attached. It also states that we can’t accept returns for safety reasons nor process refunds after shipment.

We were not called and therefore shipment was made on 9/9/13. She called us later on 9/9/13 to cancel her recurring shipment, but it was too late as the shipment had already left the distribution center. Her future orders have been cancelled and she will not be charged again,

Thank you,