Plexus Worldwide

To whom it may concern;Thank you for the opportunity to respond to this complaint.I have reviewed the complainant’s account with our company.I have found that our Customer Service Representatives correctly assisted thecomplainant in accordance with our policies. The complainant became an Ambassador (distributor) withPlexus Worldwide on 7/5/2016. At this time of sign-up through our website, thecomplainant agreed to the Ambassador Policies and Procedures that allAmbassador Accounts agree to upon creation of an Ambassador account. It is our responsibility to adhere to these Policies andProcedures, therefore I am unable to grant the complainants request to refundthe order outside of policy. I have copied the section of the Policies andProcedures pertaining to the Ambassador Return policy below for reference. Section 6.L.3 – Returns, Refunds and Exchanges 3. Ambassadors: Ambassadors may return product for a fullrefund upon notifying Plexus customer service within 5 days of receipt of theirproduct purchase and upon receiving authorization. Product must be returned inre-sellable condition. A refund will only be made after the product has beenreturned and verified to be in satisfactory condition.With every order placed Plexus Worldwide sends out an orderconfirmation email. This email states the four different refund policies. Whenevery order ships the consumer is sent another email informing them of the fourdifferent refund policies. If an Ambassador was confused of the ambassador refundpolicy when the order was placed or when the order was shipped these emailsinform in sufficient time for the Ambassador to notify Plexus Worldwidecustomer service of their intent to return. I have included the email auditreport and an image of each email sent to the complainant. The complainant wassent nine emails, seven of which include the Refund Policies.After reviewing the complainant’s ambassador account I seethat the account remains active. If the complainant wishes to close the accountthey needs only to go to the following link to enter their personal informationto verify and close their account. https://plexus.formstack.com/forms/ambcancelIf you should need anything further please let us know.

Thank you for the opportunity to respond to this complaint.  After review of the information, we are unable to honor Ms. [redacted]'s request to be refunded.  On 12/22/2013, Ms. [redacted] signed up to become an Independent Distributor (Ambassador) for our company.  When...

completing the process of becoming an Ambassador, she agreed to all Policies and Procedures (attached).  Related to this complaint - please see Section 6, Article L, Line Item 3 for the Ambassador Return Policy.  In addition, Ms. [redacted] called on 2/11/2014 and 3/3/2014 and was advised of policy both times.  On 3/21/2014 her account was inactivated at her request.  Please let me know if any further information is needed.

To whom it may concern;
Thank you for the opportunity to submit a second response to this complaint.
The complainant and myself and be corresponding by email this morning, 12/31/2015. Please see the attached emails.
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 3/22/2016 was assigned the USPS...

tracking number [redacted]. However this tracking number does not currently show any shipping movements. The complainant’s order [redacted] was reshipped with the UPS expedited tracking number [redacted] to ensure its prompt delivery. 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
changed all computer systems over to new computer systems and this has caused
some delays.The complainant’s account has been reviewed and...

closed. The complainant was in contact with our customer service
department to track their order [redacted] and was provided tracking number [redacted]
The complainant’s order [redacted] was delivered today 12/7/2015 at 11:32 am
local 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 submit a second response to this complaint. Please see the attached full response. Please let us know if you need anything further.

Thank you for allowing the opportunity for me to respond tothis complaint. The charge of $34.95 was not an unauthorized charge. As statedin the Policies and Procedures agreed upon by the complainant upon becoming anAmbassador of Plexus Worldwide, she agreed to the following:Section...

1.I.1.       The Ambassador expressly authorizes the Companyto collect the annual renewal and materials fee using any payment method available,including charging any credit card on file for the Ambassador or withholdingfrom Commissions. While we do provide acourtesy of refunding the Annual Fee if the ambassador fails to cancel beforethe charge we do require the completed form to be returned to us prior toprocessing the refund. The cancellations are processed in the order in whichthey are received.  The complainants accounthas been inactivated, her payment information has been removed and her AnnualWeb Hosting fee has been refunded as of 1/13/2015. Please allow 5-7 businessdays for the individual financial institution to reflect the credit. Should you need anyfurther assistance please do not hesitate to let me know.

Thank you for the opportunity to respond to this complaint.  After review of the information, we are unable to honor [redacted] request to be refunded as a consumer.  On 1/30/14, [redacted] [redacted] signed up to become an Independent Distributor (Ambassador) for our...

company.  When completing the process of becoming an Ambassador, she agreed to all Policies and Procedures (attached).  Related to this complaint - please see Section 6, Article L, Line Item 3 for the Ambassador Return Policy.  Please let us know if you need anything further.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.  I have received emails from them canceling my account & refunding me.  I will consider this complaint resolved.
Regards,
[redacted]

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’s orders [redacted] and [redacted] will be refunded per our preferred customer return policy minus the original shipping charges. Please see attached return policies. The complainant’s order [redacted] dated 2/28/2016 will be refunded, $131.57. The complainant’s order [redacted] dated 3/28/2016 will be refunded, $112.83. Please allow 5-7 business days for this to be processed and these funds to reflect back into the complainant’s bank account. We apologize for the delays. Please let me know if you need anything further.

Revdex.com:I reject this response.First of all I was not requesting a refund of $294.44. It was only $151.15. The $445.59 is only the total amount in dispute. I did inform you on November 29, 2013 (Black Friday) via the telephone. At this time I notified a supervisor, a female in the back office, and Andre in the back office. I also informed them that the Ambassador who signed me up, [redacted] Payne, never turned on my emails. Andre said that he would consult the IT department and contact me on December 2, 2013 which he never did. I notified the company and simply wanted the Black Friday discount applied to the order that I placed on the previous Sunday November 24, minus my $100 auto qualification for commission which would be $294.44. I believe this was only 10%.Second, when I called in to inquire why I hadn't received a commission check I was told it was because it was less than $10, and once I had accumulated more than $10 a check would be sent. This man is whom I spoke to is the same man that sent me my ambassador termination form. The company obviously needs to get their story straight. I NEVER activated a backup order! I would never do so considering the products that were ordered. Once I received an email that this order had been shipped I immediately turned off everything I could and deleted my credit card information since this charge was fraudulent and not authorized. When I had called in the past in order to return products I was told the products must be IN THE MAIL by 5 days after the receipt. No mention was made of first calling the company for authorization. Your policies and procedures need to be made into suitable formats for the handicapped or you need agents who are willing to read this material, correctly and consistently.This sounds like a reasonable, fair, and well intentioned suit with the Americans with Disabilities Act. I have tried to deal with the company, and now the Revdex.com. Obviously you do not seem to understand that I am blind and have no way to look over [redacted] or really anyone else's work. I tried going over her head and no one would help me. Even [redacted] contacted the company on my behalf and could not get a resolution, or even a response. All of the information received from this complaint has been contradictory to the information I have been given over the phone.Regards,[redacted]

[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 would be satisfactory to me.  I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.
If I do not recieve my refund in the time slated (5-7 days) then I will not accept this business response.  
Regards,
Nia S[redacted]

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;
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 11/25/2015 to request that future monthly auto shipments be canceled.
The complainant’s order [redacted] dated 11/28/2015 has been refunded, $124.95.
The complainant’s order [redacted] dated 12/27/2015 has been refunded, $129.00.
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 1/23/2016 will be refunded, $114.95. This amount is minus the $4.05 original shipping charge however it is not necessary to return this order or original packaging at this time. Please see the attached Retail Customer Return Policy.
Please allow 5-7 business days for this refund to be processed and these funds to reflect back into the complainant’s bank account.
We apologize for the delays.
Please let me know if you need anything further.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11180074, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
Rebecca Zeno

Thank you for the opportunity to respond to this complaint. I have reviewed the complainants account with us and found the account was handled according to our policies. The annual fee was processed in accordance to Section 1.I.1 of our Policies and Procedures the complainant agreed to upon...

sign-up, which states the following:1. The Ambassador expressly authorizes the Company to collect the annual renewal and materials fee using any payment method available, including charging any credit card on file for the Ambassador or withholding from Commissions.The cancellation form, as the complainant was advised, would be processed in the order in which it was received and the annualfee would remain in place until the account had been inactivated. Unfortunately as the form was mailed it took longer to process than if it had been emailed or faxed, thus the fee processed before the account could be inactivated. The account has since been inactivated and the refund request was submitted to the Refunds Department for processing. Although refunds are processed in the order in which they are received the refund for the complainant was scheduled to process today. Please allow 3-5 business days depending on your financial institution for the credit to be reflected.If you should need anything further please let me know.Thank you.

Thank you for allowing me to respond to this complaint. I have carefully reviewed the complainants account and found that it has been deactivated as of 4/14/2015 upon receipt of the properly completed cancellation form.The request for processing the Annual Fee refund has...

been submitted to the Refund’s Department and will be processed in the order in which it was received. Once processed please allow 3-5 business days for the complainants financial institution to reflect this credit.If you should need anything further please let me know.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 under gone a computer systems update. Unfortunately this has caused some delays. The complainant’s order [redacted] has been refunded, $65.00. Please see the...

attached. 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; We have reviewed the information provided by the complainants and have been unable to identify any orders that successfully processed twice in November 2015. Attached is a screenshot of the complainants’ order history, and while there was a duplicate charge on 11/11/2015,...

you will see that order#80447944 shows as “deleted”, instead of showing as completed. Orders that are “deleted” are orders that have been cancelled prior to the payment processing and the order reaching the fulfillment center. Looking a bit further into this order and we verified that there was no customer deposit number included on the order. The customer deposit numbers is essentially a confirmation number provided when funds are received.  Attached you will find a screen shot of both orders from November 11. These orders are identical, except the customer deposit number is missing from order #80447944. Lastly, we searched our merchant account against any credit cards that matched the last 4 digits of the complainant's card, and were unable to find any duplicate charges. Since we are unable to confirm that any duplicate orders from the complainants’ account processed successfully we will not be able to issue any refunds. If the complainant is able to provide a valid bank statement showing any duplicate charges that processed we would be happy to reevaluate this request.Please let me know if I can assist any further. Thank you.   Please let me know if I can assist you with anything else.