Plexus Worldwide

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

patience. After a review of the complainants account we were able to confirm that a refund was issued on 7/29/2016 in the amount of $34.95. This refund was marked as successful in our merchant account. (Please see attachment) If the complainant has concerns regarding this refund it is suggested that they contact their credit card holder by contacting the customer service number on the back of their new Costco Anywhere Card. (Anyone who held the old American Express card should have received the new [redacted] card well in advance of the June 20 switch date. In making the change, all rewards and balances were supposed to switch over.) We apologize for any confusion from our customer service department. Please let me know if you need anything further.

Hello,
The information regarding when the credit card is charged has been attached as a PNG file. This was from an automated email generated when the order was placed. A refund has not yet shown up on my bank statement but I have received the product.
Generally I purchase from Amazon because it is cheaper. However, a local rep provided me with a code to use which should have brought the price down. The price was reduced - until the purchase actually went through. Once it had, it showed the full price. That was when I noted the statement from Plexus which stated, "The card was not charged until the product ships." Based on that statement I attempted to cancel. When I was told I could not despite the product not shipping yet is when I initiated a complaint.
I have received the product but I do not intend on bothering to return it. I will pay for the product if the company wishes, however I do not believe that I should because it should have never been sent to me - I attempted to cancel it /before/ it shipped. As stated, my card should not have been charged prior to it shipping. Again, my card does not yet reflect any sort of refund.

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 forwarded Plexus proof and was verified by your customer service department. I am attaching the bank records to refresh your memory. Also, the product/ refund I am referring to is the November 13th charge, that was not only non- authorized charge, the product was never delivered to me, explaining the reason for the refund amount I am asking for

Regards,

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.

Thank you for the timely response, but I am not satisfied with the answer that was given.  Even though it's in the terms, I strongly feel I should be given a refund for a few reasons.  It took me awhile of reading and scrolling, but finally found where it states the 5day return policy for ambassadors at the very end of the very long section of the terms.  But everywhere else, such as their website and the packaging, it says in big and colorful writing 60days money back guarantee but does not say the 60 days does not apply to ambassadors.  I assume that due to this hard to find information in the terms, legally plexus does not have to refund my money.  But I hope that if plexus is truly an honest and reputable company, then they will take responsibility for their representative giving me false information.  I trusted their representative (that gets paid for selling their products).  I was reassured over and over that I can get my money back if I am not satisfied within 60 days.  I have all the screen shots as proof of the false information that I was given.  Like I stated previously,  I would have never signed up as an ambassador knowing I couldn't even try the product.  It seems absurd and doesn't make any sense to me that new customers can sign up as an ambassador without trying it first and only being able to return it if unopened.  I admit I accidentally failed to see and read the hard to find section on the 5day return policy for ambassadors, but due to their employee giving me false information, I am really hoping plexus will make an exception and will refund my money.  I also hope in the future plexus trains their representatives better and makes the 5day return policy for ambassadors easier to see and not so misleading on their website and packaging, so this doesn't happen to anyone else.  

Also, I only saw one invoice on the attachments plexus sent in their response . I actually had two. The first was for $158.24 on 05-08-14 and the second was for $80.37 on 05-22-14.  

Regards,

To Whom It May Concern,
Thank you for the opportunity to respond to this...

complaint. Upon review of the customer account I was able to refund one full order. Unfortunately, the first order is outside of the 60 Day Money Back Guarantee.  A refund request was sent to our Refunds Department for the full amount of $113.28. No need to return the unused product. In response to not being able to locate any contact information the following is where this can be found.

Our address and phone number are printed on the back of our Plexus Slim Packaging
On the website Home screen “Contact Us” is located on the bottom toolbar; our Address, Phone, Fax and Email can be located by clicking the link
From the 60 Day-Guarantee page there is a large “Contact Us” link located under the details of the Guarantee
I apologize the customer had difficulty in locating the contact information. The account has been refunded and the automatic shipments canceled.
Should any further assistance be needed please do not hesitate to let us know.
You may call [redacted] or email us at [redacted]
Thank you

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 Ambassador Account has been...

closed. 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 10/7/2015 has been refunded,

$69.95.The complainant’s order [redacted] dated 11/11/2015 has been

refunded, $157.65.The complainant’s order [redacted] dated 12/7/2015 has been

refunded, $157.65.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;

0in 0in 8pt;">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 12/1/2015 to request that future monthly auto shipments be canceled.
The complainant’s order [redacted] dated 12/1/2015 has been refunded, $84.75.
The complainant’s order 8[redacted] dated 1/1/2015 has been refunded, $89.04.
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 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 10/27/2015 to request that future monthly auto shipments be canceled.
The complainant’s order 8[redacted] dated 10/28/2015 has been refunded, $103.90.
Please allow 5-7 business days for these funds to reflect back into the complainant’s bank account.
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 was emailed their order [redacted] tracking number [redacted] on 2/5/2016.
This tracking number currently shows an expected delivery date of today 2/22/2016. The most recent movement being out for delivery at 7:30 a.m. 2/22/2016.
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.
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 account has been closed. The monthly auto shipment and order 81547334 have been canceled.
The complainant contacted our customer service department by email on 10/6/2015 to request that future monthly auto shipments be canceled. All orders after that date will be refunded in full. However we will make an exception and also refund an order dated 10/4/2015 minus the original shipping charge of $4.05.
The complainant’s order [redacted] dated 10/4/2015 has been refunded, $43.30.
The complainant’s order [redacted] dated 11/4/2015 has been refunded, $42.99.
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 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 under gone a computer systems update. Unfortunately this has caused some delays.
The complainant contacted our customer service department by phone on 1/26/2016 and was advised their auto shipment was canceled. This was too late to stop order [redacted] that processed 1/26/2016. Human error caused the complainant’s auto shipment to remain on and caused order [redacted] to process. We apologize for this mistake.
The complainant’s ambassador account has been closed. The monthly auto shipment has been canceled.
The complainant’s order [redacted] dated 1/26/2016 has been refunded, $124.44.
The complainant’s order [redacted] dated 2/26/2016 has been refunded, $124.44.
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.
If the complainant wishes to be refunded any further please provide their dated email requests.
Please let me know if you need anything further.

To whom it may concern;
Thank you for the opportunity to submit a second response to this complaint.
Our first response was submitted on Friday, 3/18/2016 which asked for 5 -7 business days for the refunded amount to be processed and reflect back into the complainant’s bank account. The 7th business day would be tomorrow 3/29/2016.
Please see the attached documentation showing the refund was processed by Plexus Worldwide on 3/22/2016. It now depends on the complainant’s banking institution how quickly the funds reflect back.
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 preferred customer account has been closed.
The complainant contacted our customer service department by phone on 12/26/2015 to request that their order [redacted] dated 12/26/2015 be canceled. The complainant was advised of our normal policy that orders cannot be stopped the same day and that the order would need to be returned for a refund. Unfortunately this was not correct in the complainant’s case. The $85.05 charge for the complainant’s order [redacted] was sent to our refunds department and voided the same day before the charge ever settled to the complainant’s account on 12/26/2015. The charge would have been pending due to being pre-authorized and then dropped off when voided.
We apologize for the misinformation the complainant was provided until 3/10/2016. As the complainant explained they again contacted our customer service department by phone on 3/10/2016. Please see the attached email that was sent to the complainant following this call. The attached screen shot shows the voided $85.05 charge on 12/26/2015.
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 11/9/2015 to request that future monthly auto shipments be canceled. Any orders that processed after this date will be refunded in full.
The complainant’s order [redacted] dated 12/6/2015 will be refunded, $109.09.
The complainant’s order [redacted] dated 1/6/2016 will be refunded, $113.51.
The complainant’s order [redacted] dated 2/6/2016 will be refunded, $113.51.
The complainant’s order [redacted] dated 3/6/2016 will be refunded, $103.52.
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 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 and ambassadors are now able to visit [redacted] to register their preferred customer and ambassador accounts and log in to manage their own auto shipments. Canceling and making adjustments to preferred customer and ambassador monthly auto shipment orders can be done online at [redacted] by first registering and then logging in to the preferred customer or ambassador account.
The preferred customer account 681167 Terry Lutz has been closed. The monthly auto shipment has been canceled. Orders [redacted] and [redacted] have been voided from attempting to process.
The account holder contacted our customer service department by email on 10/15/2015 to request that future monthly auto shipments be canceled. Any orders that processed after this date will be refunded in full.
The complainant’s order 80750165 dated 12/11/2015 will be refunded, $77.55.
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 to this...

complaint. Thank you for your patience. Plexus Worldwide has recently under gone a computer systems update. Unfortunately this has caused delays in our customer service.
The complainant’s preferred customer account has been closed and their monthly auto shipment canceled.
Preferred Customer Return Policy
If you are unsatisfied with a product purchased from Plexus, you have between 15 — 60 days from receipt of the product to contact Customer Service for a return authorization. You will need to return any unused product along with its original packaging to Plexus prior to a refund being issued for your product purchase, less shipping & handling. You may request a refund or cancel your auto-order 15 days after receiving your initial order. - See more at: [redacted]
The complainant’s order [redacted] dated 3/12/2016 will be refunded, $144.33.
The complainant’s order [redacted] dated 4/12/2016 will be refunded, $124.09.
Please allow 5-7 business days for these refunds to be processed funds to reflect back into the complainant’s bank account.
We apologize for the delay. It is not necessary to return this order or original packaging at this time.
Please let me know if you need anything further.

Ordered Plexus products March 18, 2016. My credit card was charged $145.00 for the product. I never received the order as of 4/12/16. I called a week prior and the agent on the phone after waiting an hour on hold told me he did not know where my order was. I waited another week today, 4/12/16 and called again and the gal put me on hold again after waiting 45 minutes on hold and told me the order still had not left Scottsdale. I requested a cancellation of the product and a full refund on my order. She filled the request and then informed me it would be 7-10 business days for my refund to be returned. Please be aware. They are disorganized and not helpful in the least. Hopefully I will see my refund.

My recent experience with this company is lined out in the email below, that I sent today. Here is my experience with Plexus:

Hello,

I wanted to send an email to voice concerns that I have with the recent dealings I have had with your company, Plexus Worldwide.

I signed up as an Ambassador late September 2015, under my sister-in-law, who had raved about your products. I am someone who deals with allergies, joint pain, sugar cravings, etc. So Plexus seemed like a perfect fit for me to try out.

I received my products in about a week and liked them. I didn't see an immediate change, but over time, I started to feel the positive effects of the products. I was due for an auto-ship in October and received those products in a timely manner.

On November 22nd, I was charged for an auto-ship (over $120) for the Plexus trio pack. 2 weeks later, I still hadn't received my products, so I called Plexus. I was on the line for well over 45 minutes and hung up, as I as not able to stay on the phone any longer, due to my job.

On December 23rd, officially one month after I was charged or my auto-ship in November, I called Plexus again. I was on the phone for over an hour before someone picked up (Octavia, I believe?). I explained my situation and I was told "I can send a note to shipping, but I cannot give you a time that it will be shipped". I told your rep that this wasn't good enough. I was already over 3 weeks without any product and I was charged. You simply don't take someone's money without giving them product. This would be considered theft.

I asked for an email for a supervisor and I was put on hold for another 5 minutes. Another person got on the line. I AGAIN explained my situation and what I was told by the first person I had spoken with. I explained that as someone who is a professional in the service industry, there are so many things wrong with this situation, most of all, no one with Plexus has offered or TRIED to make this better for me. I explained that as an AMBASSADOR for Plexus, I'm supposed to be telling people how great the company and the products are and getting them to buy into it. How am I supposed to be a cheerleader for the company, when I'm treated so poorly?! I refuse to talk positively about the company, when I can't even get product, myself. How would that look for me, when it happens to someone else?

I told her that they needed to make this right. I told her that with me waiting, now, over a month for my product and being without product (which is encouraged to take DAILY), I would expect to be compensated in some way. I had suggested that since I was going on 3 weeks without product and with no shipping promise in site, the right thing to do would be to send me a free months worth of the Tri-Plex (which is what I had been taking), as well as, get me the product that I had already paid for, ASAP!

This person downright refused. Instead, she offered a free 7-day trial. WHAT?! I wait for over 30 days without product that I've paid for AND go 3 weeks (now over 4 weeks) without product and you want to offer me 7-days? What a joke!

As I type this email, on Wednesday, December 30th, 2015, I am now on day 39 after I was charged for my products in November, without any products in hand. If this is how you conduct business, this is very sad and not simply right. The Revdex.com will be receiving a review and copy of this very email. I have a few loved ones that are customers and ambassadors of yours. I certainly hope that you treat them better that I have been treated. If you feel the need to make this situation right for someone that would have been both a loyal customer and ambassador, you can reach me via phone or email (below).

Thank you,

I take it very seriously to write a bad review about a company, because I do not like to hurt good companies. This one is not one of those. I ordered a trial of Plexus since my neighbor had become a rep. I did not enroll in their auto enrollment program as I just wanted to try it. It didn't really do anything for me. Well, the next month, I received an automatic shipment - I thought, well, let me try it just one more month. No weight loss. I then received another supply unsolicited. I contacted my neighbor/broker -she just told me to login and cancel. I couldn't login - their website won't let you reset your password at all. I sent numerous emails to customer service - the one time I got a response, I had to log in to their site to read it - which I couldn't! Hours spent on hold. I have $400 worth of product I want to return, but can't get anyone to talk to me. I have had to cancel my credit card so they stop renewing this phantom subscription. DO NOT DO BUSINESS WITH THEM! I even got so desperate as to reach out to the head of HR on LinkedIn with a private message with no response. This is a sad excuse for a company.