Plexus Worldwide

To Whom It May Concern,

Thank you for the opportunity to respond to this complaint. 

After careful review of the account in question it was discovered that an order was placed by the customer on 11/06/2013 using their online login and purchasing a quantity of four (4)...

Plexus Slim 30-day packages from our website. As a preferred customer (agreeing to an automatic monthly shipment to receive a discounted rate) when an order is placed it is duplicated into all future automatic shipments until updated. This information is given at the time of purchase.

While this is the case, as a customer, any order may be returned for a full product cost refund within 60 days of receipt. We have had no communication from the customer since December 2013 until 9/11/2014 with no return of product. While we did not receive the product back we do sympathize with the predicament the customer found herself in. We have refunded her the cost of the products in the amount of $319.80. We hope this is satisfactory in rectifying any inconveniences her situation may have caused.

If anything further is needed please let us know.

Best Regards,

 

Plexus Worldwide, Inc.

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
I am trying to reply to a complaint I had made. How do I do so? It was about plexus world wide, I find it highly unfair and wrong that they cannot proceed to refund my money. Their distributer wrongly informed me and I should not have to fight with Plexus to get a refund when I was not informed or know anything about plexus. Just the small details the person that signed me up. I want my refund.

Regards,

To whom it may concern;Thank you for the opportunity to respond to this complaint.Thank you for your patience. Plexus Worldwide has recently

changed all computer systems over to new computer systems and this has caused

some delays.The complainant’s account has been closed and the...

monthly

auto-shipment canceled. The complainant’s order [redacted] dated 12/02/2015 has been

refunded, $75.55.  Please allow 5-7

business days for these funds to reflect back into the complainant’s bank

account. It is not necessary to return this order. We apologize for the delay. Please let me know if you need anything further.

To whom it may concern;Thank you for the opportunity to respond to this complaint.Thank you for your patience. Plexus Worldwide has recently

changed all computer systems over to new computer systems and this has caused

some delays.The complainant’s account has been closed and the...

monthly

auto-shipment canceled. The complainant’s order [redacted] dated 10/21/2015 has been

refunded, $135.27. The complainant’s order [redacted] dated 11/21/2015 has been

refunded, $134.95.    Please

allow 5-7 business days for these funds to reflect back into the complainant’s

bank account. It is not necessary to return these orders at this time. We apologize for the delay. Please let me know if you need anything further.

To whom it may concern;Thank you for the opportunity to respond to this complaint.Thank you for your patience. Plexus Worldwide has recently

changed all computer systems over to new computer systems and this has caused

some delays.The complainant’s account has been closed. The...

complainant’s order [redacted] dated 8/3/2015 has been

refunded, $125.59.The complainant’s order [redacted] dated 8/7/2015 has been refunded,

$92.81. Please allow 5-7 business days for these funds to reflect

back into the complainant’s bank account. It is not necessary to return the unused portion of the

orders at this time. We apologize for the delay. Please let me know if you need anything further.

To whom it may concern;Thank you for the opportunity to respond to this complaint.Thank you for your patience. Plexus Worldwide has recently

changed all computer systems over to new computer systems and this has caused

some delays.The complainant’s account has been closed. The...

monthly auto

shipment has been canceled. Plexus Worldwide Preferred Customers are now able to visit

plexus.myvoffice.com to register their preferred customer accounts and log in

to manage their own auto shipments. Canceling and making adjustments to

preferred customers monthly auto shipment orders can be done online at

plexus.myvoffice.com by first registering and then logging in to the preferred customer

account. The complainant contacted our customer service department by

email on 11/12/2015 to request that future monthly auto shipments be canceled. The complainant’s order [redacted] dated 12/7/2015 has been refunded,

$105.34.Please allow 5-7 business days for these funds to reflect

back into the complainant’s bank account. It is not necessary to return the order at this time. We

apologize for the delay. Please let me know if you need anything further.

To whom it may concern; Thank you for the opportunity to respond to this complaint. Plexus Worldwide has recently changed all computer systems over to new computer systems and this has caused major delays in our response to customer service requests. The complainant’s...

account has been closed. The monthly auto shipment has been canceled. Plexus Worldwide Preferred Customers are now able to visit plexus.myvoffice.com to register their preferred customer accounts and log in to manage their own auto shipments. Canceling and making adjustments to preferred customers monthly auto shipment orders can be done online at plexus.myvoffice.com by first registering and then logging in to the preferred customer account. Please let me know if you need anything further.

To whom it may concern;
Thank you for the opportunity to respond to this...

complaint. Thank you for your patience. Plexus Worldwide has recently changed all computer systems over to new computer systems and this has caused some delays.
The complainant’s account has been closed. The monthly auto shipment has been canceled.
The complainant’s order [redacted] dated 11/2/2015 has been refunded, $135.89.
The complainant’s order [redacted] dated 12/2/2015 has been refunded, $135.89.
Please allow 5-7 business days for these funds to reflect back into the complainant’s bank.
It is not necessary to return these orders at this time.
We apologize for the delay.
Please let me know if you need anything further.

To whom it may concern;
Thank you for the opportunity to respond to this...

complaint. Thank you for your patience. Plexus Worldwide has recently changed all computer systems over to new computer systems and this has caused some delays.
The complainant’s account has been closed. The monthly auto shipment has been canceled.
Plexus Worldwide Preferred Customers are now able to visit plexus.myvoffice.com to register their preferred customer accounts and log in to manage their own auto shipments. Canceling and making adjustments to preferred customers monthly auto shipment orders can be done online at plexus.myvoffice.com by first registering and then logging in to the preferred customer account.
The complainant’s order [redacted] dated 12/11/2015 has been refunded, $145.07.
Please allow 5-7 business days for these funds to reflect back into the complainant’s bank account.
It is not necessary to return the order at this time. We apologize for the delay.
Please let me know if you need anything further.

To whom it may concern;
Thank you for the opportunity to respond to this...

complaint. Thank you for your patience. Plexus Worldwide has recently under gone a computer systems update. Unfortunately this has caused some delays.
The complainant’s order [redacted] dated 3/18/2016 has been refunded, $12.74.
Please allow 5-7 business days for these funds to reflect back into the complainant’s bank.
We apologize for the delay.
Please let me know if you need anything further.

To whom it may concern;
Thank you for the opportunity to respond to this...

complaint. Thank you for your patience. Plexus Worldwide has recently under gone a computer systems update. Unfortunately this has caused some delays.
Plexus Worldwide Preferred Customers are now able to visit [redacted] to register their preferred customer accounts and log in to manage their own auto shipments. Canceling and making adjustments to preferred customers monthly auto shipment orders can be done online at [redacted] by first registering and then logging in to the preferred customer account.
The complainant’s preferred customer account has been closed. The monthly auto shipment has been canceled.
The complainant contacted our customer service department by email on 11/20/2015 to request that future monthly auto shipments be canceled. Any orders that processed after this date will be refunded in full. If the complainant wishes to be refunded for any further orders we ask that they provide documentation of email or phone requests to our customer service department at a date prior to another order on the complainant’s account.
The complainant’s order [redacted] dated 3/24/2016 will be refunded, $78.41.
Please allow 5-7 business days for this to be processed and these funds to reflect back into the complainant’s bank account.
It is not necessary to return the order at this time. We apologize for the delays.
Please let me know if you need anything further.

To whom it may concern;
Thank you for the opportunity to respond to this...

complaint. Thank you for your patience. Plexus Worldwide has recently under gone a computer systems update. Unfortunately this has caused some delays.
Plexus Worldwide Preferred Customers are now able to visit [redacted] to register their Preferred Customer accounts and log in to manage their own auto shipments. Canceling and making adjustments to Preferred Customer monthly auto shipment orders can be done online at [redacted] by first registering and then logging in to the Preferred Customer’s account.
The Complainant’s Preferred Customers account has been closed and monthly auto shipment has been canceled.
The complainant emailed our customer service department on 11/21/2015. Any order processed after this date will be refunded in full.
The complainant’s order [redacted] dated 12/15/2015 will be refunded, $84.00.
The complainant’s order [redacted] dated 1/15/2016 will be refunded, $84.00.
The complainant’s order [redacted] dated 2/15/2016 will be refunded, $76.00.
The complainant’s order [redacted] dated 3/15/2016 will be refunded, $76.00.
The complainant’s order [redacted] dated 4/15/2016 will be refunded, $64.01.
Please allow 5-7 business days for this to be processed and these funds to reflect back into the complainant’s bank account.
It is not necessary to return the order at this time. We apologize for the delay.
Please let me know if you need anything further.

To whom it may concern;
Thank you for the opportunity to respond.
As previously mentioned Plexus Worldwide works to ensure all of our products and their associated claims can be scientifically substantiated, and are in accordance with all state and federal regulations.
For more information regarding our products and the claims made by Plexus Worldwide please visit [redacted]
The complainant will see that nowhere on the official company website does Plexus make any direct or indirect claims that our products can be used to diagnose, treat or cure any psychological disorders.
Plexus Ambassadors are prohibited from making any claims that have not been scientifically substantiated. If an ambassador is found to have violated our policies regarding product claims their account will be suspended or terminated.
The Plexus Worldwide has a full team dedicated to monitoring and enforcing company policies.
Should the complainant have more details regarding a possible policy violation, such as a medical claim, they can submit this information to the Compliance department at [redacted] or [redacted]
Once this information is received we would be happy to work directly with the complainant to ensure their concerns are resolved.
Please let me know if you need anything further.

I love plexus! Great all natural products!

This company has trouble customer service....waited on hold for over a total of 6 hours to speak to a human....then when I did I got incorrect information. They take your money before they send you their product but when you send it back they can now take up to 30 days to make a refund :-(

I have been a customer of Plexus for over a year, with only positive experiences until recently, especially with the Ambassador I work with. Unfortunately, it seems something has gone terribly awry with their business model. It seems that due to a new back office system, there are long delays in delivery. But this doesn't stop Plexus from charging your credit card, yet having no one and no way to tell you about the status your order. Most companies wait until they ship, but not Plexus. Your "Ambassador" is likely just as frustrated, because he/she can't get through either. I almost laugh at their recording "my business is very important to them." I'll bet. They have my money, yet they do not have enough staff to handle my question, and no 800 number. My order 36792894 ref 0-82002934-1 is stuck in permanent limbo it seems. If I don't receive within the week, I'll dispute the charge and stop doing business with them. They should learn to be more transparent and honest with their customers...this is a really poor way to conduct business, and a disappointment to me. I hope they can improve, because I do like their product. RF

I just read a similar review to mine. I had an order that was mis-shipped in November, about a month ago. I had received another person's order so I did end up only reaching a real person on the phone 1 time & she did get my correct items shipped to me but I told her I wanted to get a refund for 2 of the items. I did receive an e-mail that my refund has a case # & someone would contact me as soon as they could. I have send an e-mail about it stating I was getting frustrated about my refund as it is nearly $100 of product that I never received in the first place. I have sent e-mails about at least 2-3 different things as well & NEVER get a real response back, just an automated one that states someone from customer service will get back to me but they NEVER do. I call all the time & never get through because they are always "experiencing high call volume." Like I said, I got through only 1 time but did still have to hold for at least 10 minutes. I am actually currently on hold determined to speak with someone. I have been on hold for 45 minutes!!!!! I may have to give up...this is absolutely RIDICULOUS!!!! I just want to get the status of my refund on product I never even received in the first place. You'd think they would make that somewhat of a priority especially since I've sent an e-mail stating my frustrations. I've been waiting for over a week for someone to contact me about it. I would really like my $100 back sometime soon. In my opinion they are very much lacking in their customer service skills or just do not want to answer phone call/e-mails.

For the past month I have been trying to cancel my autoship. I've called literally every day and have been on hold for over an hour each day. I've sent multiple emails and open several tickets, all with no response. I cannot keep them from charging my bank account without completely changing my debit card number which is not an option with it be associated with so many other accounts. By far the worst customer service I have ever experienced with any company. Complete waste of money and now a lot of wasted time.

I have reviewed the response made by the business in reference to complaint ID [redacted], 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 already sent them a copy of my customers information, they said in their initial response to the compliant that all I needed to do was submit receipts and they could release the order... well I even attached the receipts to the compliant, and emailed them again, but they still haven't released it.  Yes, I do want the order.  I do not want a refund.  Regards,[redacted]

Thank you for the opportunity to respond to this complaint. After review of the account in question the following has been determined as to why we are unable to grant the request of the consumer at this time.

 

1. Payment card industry regulations require us to process refunds...

back to the cards on which the original  purchase was made. 

2. As a merchant, we are required to follow those procedures. 

3. If this card was tied to a business account to which the consumer had access, her bank should have documentation supporting her association with the account, even if it is now closed. 

4. We processed the refund and the funds have not been rejected by Ms. Lounge’s bank and returned to us.  As a result we have fulfilled our obligation as it relates to processing the refund to the consumer .

5. Only the consumer’s bank can answer how the refund was applied.

6. If we were to issue a second refund, we would in effect have refunded the consumer two times for the same purchase.

If any further assistance is needed please let me know.