Purity Products

[redacted]
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Complaint ID: [redacted]
I regret that [redacted]’s experience with Purity Products was not a positive one. [redacted] is a valuable customer and his satisfaction with...

Purity Products is very important to us. At Purity Products, our goal has always been to exceed our customer’s expectations, to create fully satisfied customers and we work hard in this pursuit.
We truly appreciate [redacted]’s patronage; he was on the super saver program since February 2012.
Our records indicate [redacted] agreed to the Super Saver program for Krill Omega & Vital Maca Super Formula via the Web. On January 2014, [redacted] called our Customer Service regarding a 6 bottle order that shipped to an address he no longer resided and as a courtesy, we resent a new order at no charge to him, although we were unable to recuperate the original order; during this call, [redacted] scheduled his next order to ship on 7/*/14.
The order processed and shipped as scheduled on 7/*/14; an email was sent to [redacted] providing the tracking details of this order. [redacted] called our customer service department on 9/**/14, however, we were not able to retrieve the package as it had been delivered as addressed on 7/**/14 to [redacted] [redacted] which was the address he confirmed with the agent during the January 2014 call. As per [redacted], the package was given back to [redacted] as “Customer moved” in December and [redacted] forwarded to customer’s current address [redacted] [redacted].
Unfortunately, [redacted] did not make any address changes prior to the order processing/shipping, thus order was delivered as addressed. [redacted] returned the order on 12/**/14, however, as per our refund policy, [redacted] is no longer eligible for refund. The Super Saver program has been canceled since September 2014.
Our refund policy is printed on all invoices and is as follows:
Refund Policy - Refunds cheerfully provided on all used or unused bottles returned within 60 days of receipt. Please call Customer Care within 60 days at ###-###-#### to obtain a return authorization. Return Authorization does not cover the cost of return shipping. Again, you must return your used and/or unused bottles to receive a refund within 60 days.
Thank you for bringing [redacted]’s complaint to our attention. It is important to Purity Products, Inc. to maintain positive customer relations and to do what we feel is appropriate to make sure that our customers are satisfied. It has also given us the opportunity to review our practices to ensure that they are in full compliance with pertinent state and federal laws.
If you have any questions or ever would like more information about our company, please feel free to contact me.
Yours in good health,
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

they simply repeated their original statement. I'm not interested in being contacted by this company any further.
They employed a classic "bait and switch" method, wherein they advertised a free product, and then collected my credit card for a nominal shipping fee - using that card to bill me later for unwanted products . If they want to allow people to OPT IN to additional fees and programs, that would be one thing  - but throwing a screen full of small print and hiding the fact that the product they are offering is FAR from free - is unethical and dishonest. There is a reason why there are multiple identical complaints against this company on the Revdex.com website.
As I said, I've reported the $125 charge to Chase Visa as fraudulent, and they will be dealing with this from here on out. What a disgusting company. If they want their products back, they can send me a shipping label. Otherwise, they will be going in the trash.
 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

Hi,The statement made by the lady was false I NEVER agreed to this order.  I would like a third party to review the conversation.  They are predatory sellers and never did I agree to this.  
 
  
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

The response states that it is RECORDED that I AGREED to keep trying the product THEN cancel by a certain date. I DID NOT AGREE to any such thing. IF they will submit to the Revdex.com my RECORDED AGREEMENT of this SPECIFIC aspect and the Revdex.com agrees that I did give my verbal consent, THEN I will consider the matter closed. I do not want parts of the recording left out, edited, or altered in any manner. The company should be able to tell the Revdex.com exactly how long the conversation from start to finish was and immediately send such to the Revdex.com without delay. I state again, I was URGED to continue trying what I had for results but I DID NOT AGREE to being shipped any more product at ANY future date.
 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

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 and the matter has been resolved.
Sincerely,
[redacted]

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 and the matter has been resolved.
Sincerely,
[redacted]

April [redacted] 2017
Complaint ID: [redacted]
Dear Revdex.com,
[redacted] is a valuable customer and her satisfaction with Purity Products is very important to us. At Purity Products, our goal has always been to exceed our customer’s expectations, to create fully...

satisfied customers and we work hard in this pursuit.
[redacted] called in response to our free bottle advertisement, the offer is as follows:
[redacted]By accepting our free bottle today, you become eligible to enjoy the benefits of our Super Saver. This simply guarantees you a lower price on this product and you will have 2 weeks to try the free bottle and then decide if it’s right for you. Then in about 2 weeks, we will ship you 3 bottles of Dr. Cannell’s Advance D at $34.95 each (26% off the retail price) and 3 bottles of Ultra-Pure Omega at $19.95 each, every 3 months plus $4.95 for shipping, charged to the credit/debit card or checking account provided to Purity Products. However, if you’re not satisfied for any reason, simply call our customer cr located on your free bottle within the first 2 weeks and you will not be charged or shipped anything further. Remember, the free bottle is yours to keep no matter what. We look forward to getting you started as a Super Saver customer. Is this Okay?
At Purity Products, all calls are monitored and/or recorded for quality assurance and compliance. [redacted] agreed to the Super Saver program for these products when she placed the free bottle order; she was advised to call within the first 2 weeks if not satisfied so she won’t be charged or shipped anything further, she agreed.
[redacted] disputed the charge as fraudulent with her credit card company on 1/**/17.  A dispute is an ongoing investigation by the customer’s credit card company; [redacted] rules and regulations prohibits merchants from issuing credit while the investigation of the dispute is ongoing, which may take up to 45 days. [redacted] returned the order and was received at our warehouse on 1/19; unfortunately, a credit was not optional since the transaction had been disputed on 1/**/17, as per [redacted] rules and regulations.
[redacted] contacted us again on 3/**/17 regarding the dispute, as her credit card company found the transaction to be legitimate. A reviewed of her account verified the dispute was finalized, thus credit was optional; since the order had been returned, a full refund was issued on 3/**/17. Had [redacted] simply returned the order to us, a full refund would have follow upon receipt; unfortunately, disputing the transaction delayed the refund.
Thank you for bringing [redacted]’s complaint to our attention. It is important to Purity Products, Inc. to maintain positive customer relations and to do what we feel is appropriate to make sure that our customers are satisfied. It has also given us the opportunity to review our practices to ensure that they are in full compliance with pertinent state and federal laws.
If you have any questions or ever would like more information about our company, please feel free to contact me.
Yours in good health,
Janeth D[redacted] Credit Manager, Purity Products
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]

[redacted]
[redacted]
[redacted]
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[redacted] 
Dear Mediator,
I regret that [redacted]’s experience with Purity Products was not a positive one. [redacted] is a valuable customer and...

her satisfaction with Purity Products is very important to us. At Purity Products, our goal has always been to exceed our customer’s expectations, to create fully satisfied customers and we work hard in this pursuit.
Our call log records do not have any calls from [redacted] prior to 1/**/15. [redacted] called the day after the order was processed, and the agent had the warehouse go thru hundreds of orders to find the order, once found, the order was canceled & fully credited. The Super Saver program has been canceled.
Thank you for bringing [redacted]’s complaint to our attention. It is important to Purity Products, Inc. to maintain positive customer relations and to do what we feel is appropriate to make sure that our customers are satisfied. It has also given us the opportunity to review our practices to ensure that they are in full compliance with pertinent state and federal laws.
If you have any questions or ever would like more information about our company, please feel free to contact me.

Yours in good health,
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]

[redacted]
Complaint ID: [redacted]
Dear Revdex.com,
[redacted] is a valuable customer and his satisfaction with Purity Products is very important to us. At Purity Products, our goal has always been to exceed our customer’s expectations, to create fully satisfied customers...

and we work hard in this pursuit.
I’ve personally reviewed [redacted]’ account and as per our Call Log Activity report, which records all account activity, although [redacted] initially called to cancel, he agreed to remain on the super saver program with a discount & a delayed on the next shipment. As reported by Call Log activity, [redacted] called on 10/**/15 and requested a cancelation, the agent offered him a discount & a delay, and this was agreed to. [redacted] called again on 12/*/15, afterhours, he delayed the next shipment thru our virtual agent ([redacted]); again he called, afterhours, on 2/*/16 and delayed the next shipment thru our virtual agent ([redacted]).
[redacted] may refuse the order as it still in transit or return it for full refund; the super saver program has been canceled.
Our refund policy is printed on all invoices and is as follows:
Refund Policy - Refunds cheerfully provided on all used or unused bottles returned within 60 days of receipt. Please call Customer Care within 60 days at ###-###-#### to obtain a return authorization. Return Authorization does not cover the cost of return shipping. Again, you must return your used and/or unused bottles to receive a refund within 60 days.
Thank you for bringing [redacted]’ complaint to our attention. It is important to Purity Products, Inc. to maintain positive customer relations and to do what we feel is appropriate to make sure that our customers are satisfied. It has also given us the opportunity to review our practices to ensure that they are in full compliance with pertinent state and federal laws.
Yours in good health,
Janeth D[redacted]
Credit Manager, Purity Products
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

[redacted] does a nice job of quoting the company's policy, as well as spinning events so that it sounds like I was solely at fault, but she fails to address the two key areas of my complaint:The primary issue is that I called the company prior to the July 2014 delivery of the product order and cancelled my "super saver" program with them.  However, the female employee (I specifically remember it being a female) who received that call did not successfully cancel it which resulted in the order being sent out in the first place.  Had she done her job, none of this would have transpired.  Conveniently enough for them, they say they have no record of my call.    The second issue is that I spoke with a company representative in early December who (as a one-time courtesy for a good customer) agreed to credit me half the cost of the order at that time and would then credit the remainder upon my returning the product.  That person (also female) understood the timeline of when the order was shipped and the approximate 6-months that had gone by before the product finally caught up to my new address in December 2014.  She acknowledged that the product was outside their 60-day return window, but agreed to use the December date as the starting point of the 60-day return window.  When I called the company back about a week ago to see why nothing had been credited to my credit card (as promised), they lied to me when they said they have no record of their representative providing me the aforementioned return parameters or agreeing to a refund.  So [redacted] can discuss return policy all she wants, but the real issue is centered around the shortcomings of her company's employees on two occasions......AND NOW TRYING TO LIE ABOUT IT.  That's the crux of the problem, and that's why I'm not letting this go.  Other consumers should know when a company projects itself publicly as being so customer-oriented and then lies to its customers when it looks like an employee screw-up will cost them some money.....and not even a material amount which makes it more hideous!   
 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

October *, 2015Complaint ID:  [redacted], [redacted]Dear Revdex.com, [redacted]I regret that [redacted] experience with Purity Products was not a positive one.  [redacted] is a valuable customer and his satisfaction with Purity Products is very important to us.   At...

Purity Products, our goal has always been to exceed our customer’s expectations, to create fully satisfied customers and we work hard in this pursuit. I apologize for the unfortunately events that follow [redacted] after placing the order; first our mail carrier lost the order, then our agent, who was fairly new, failed to resolved the issued.   Our supervisor, Chris, has reached out to [redacted], he sent a replacement order and even included a free complementary bottle.  At Purity Products, our mission is to create the very satisfied customer, one customer at a time.  On behalf of the Customer Care team, please accept my apologies.Thank you for bringing [redacted] complaint to our attention.  It is important to Purity Products, Inc. to maintain positive customer relations and to do what we feel is appropriate to make sure that our customers are satisfied.  It has also given us the opportunity to review our practices to ensure that they are in full compliance with pertinent state and federal laws.If you have any questions or ever would like more information about our company, please feel free to contact me.Yours in good health,Janeth D[redacted] Credit ManagerDirect ###-###-####Fax ###-###-####[redacted]
[redacted]E-mail: [redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

A satisfactory response would have been believing the reason for which your customer was calling Customer Service to begin with, instead of the customer having to call Purity Products on 4 different occasions to try to get a resolution, plus a letter to the Revdex.com.  Instead of resolving the matter with either the refund you are now sending, or simply resending the order, you put the responsibility on the customer to call the delivery company you use ([redacted]) to try to figure out why the order did not get to the customer!!!! Good customer service would've been your department resolving the failure to deliver merchandise purchased, instead of giving the customer a 'TO DO'. Instead, it appears you thought I (the customer) was lying about the delivery of my purchase, and put it on me to provide the burden of proof about the merchandise not having been delivered to my door, as your carrier company ([redacted]) claimed.  I appreciate a refund, but now I am still left without the vitamins I have ordered from you for many years!!!  For all of THE TIME AND STRESS I spent on the phone with your Customer Service Department, you should now give a courtesy gift of THE ORIGINAL ORDER.  THAT!! WOULD BE GOOD CUSTOMER SERVICE, at least enough to restore my faith and patronage of your company's products.  Your goal should be to RESTORE THE BUSINESS RELATIONSHIP, NOT TO LOOSE A CUSTOMER OVER UNPRODUCTIVE AND STRESSFUL CUSTOMER SERVICE. 
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

[Your Answer Here]
The recorded 12/** conversation needs to be reviewed. I did not agree to a replacement of 3 bottles. I was told I would be sent 3 supposedly free bottles (1 for each type of product) for the inconvenience. I would not have ordered 3 more bottles as I had explained that I was nowhere near using up the product I had previously purchased. When I had received the 3 bottles I thought they were free based on what I was told during the 12/** conversation, not receiving a purchase coupon as I had received for all previous orders I had paid for, and the full retail & discount pricing noted on the receipt rather than the VIP Customer pricing. Your company has gone back and forth in what will be done and it is upsetting that you guys will not honor the 12/** conversation. But if you need the 3 supposedly free bottles back in order to refund me the full amount paid for the 9 returned bottles then simply send me a return shipping label. I am not going to pay for the shipping on product I was told would be free.  
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

As noted previously, the call was monitored and was found to be in compliance. Purity Products does not cover return shipping cost.
Again, thank you for bringing [redacted]’s complaint to our attention. It is important to Purity Products, Inc. to maintain positive customer relations and to do what we feel is appropriate to make sure that our customers are satisfied. It has also given us the opportunity to review our practices to ensure that they are in full compliance with pertinent state and federal laws.
If you have any questions or ever would like more information about our company, please feel free to contact me.
Yours in good health,
[redacted], Purity Products
Direct ###-###-####
Fax ###-###-####
[redacted]
[redacted] E-mail: [redacted] www.purityproducts.com

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved becauseThe last time I recieved an actual product from them was over a year ago.  Secondly I can't view a policy if I don't have the product to view the invoice.  Finally, I contacted Purity Product as soon as I was charged and you all were aware that I did not have the product thus couldn't š your policy.  No one mentioned that hey I had a sixty day timeframe.  Additionally as manager upon calling in offered a partial refund and that was never followed through on as well. [redacted]  
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

At Purity Products, all calls are monitored and/or recorded for quality assurance and compliance. I’ve personally monitored the call and confirm [redacted] agreed to the Super Saver program for 3 bottles every 3 months at $39.95 each for $119.85 total.
Our refund policy as printed on all invoices is as follows:
Refund Policy - Refunds cheerfully provided on all used or unused bottles returned within 60 days of receipt. Please call Customer Care within 60 days at ###-###-#### to obtain a return authorization.
Once again, thank you for bringing [redacted]’s complaint to our attention. It is important to Purity Products, Inc. to maintain positive customer relations and to do what we feel is appropriate to make sure that our customers are satisfied. It has also given us the opportunity to review our practices to ensure that they are in full compliance with pertinent state and federal laws.
If you have any questions or ever would like more information about our company, please feel free to contact me.
Yours in good health,
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]

[redacted]
Dear Mediator,
I regret that [redacted]’s experience with Purity Products was not a positive one. [redacted] is a valuable customer and his...

satisfaction with Purity Products is very important to us. At Purity Products, our goal has always been to exceed our customer’s expectations, to create fully satisfied customers and we work hard in this pursuit.
Every weekend we give away over a thousand free bottles to customers across the U.S and Canada with no further obligations. All of our free bottle offers come with an invitation to join our Super Saver Program and at any time the customer can decline to join the Super Saver and still get the free bottle; it is not mandatory and every customer has the option to accept or decline the Super saver offer.
[redacted] called in response to our free bottle advertisement, the offer is as follows:
[redacted]By accepting our free bottle today, you become eligible to enjoy the benefits of our Super Saver. This simply guarantees you a lower price on this product and you will have 2 weeks to try the free bottle and then decide if it’s right for you. Then in about 2 weeks, we will ship you 3 bottles every 3 months at $39.95 each, plus discounted shipping of just $4.95. This 3 month supply would save you more than 27% off the regular price. However if you’re not satisfied for any reason, simply call our customer cr located on your free bottle within the first 2 weeks and you will not be charged or shipped anything further. Remember, the free bottle is yours to keep no matter what. We look forward to getting you started as a Super Saver customer. Is this Okay?
Our records indicate [redacted] agreed to the Super Saver program for the Plan 200 Formula when he placed the free bottle order. As per our Refund Policy, refunds are cheerfully provided on all used or unused bottles returned within 60 days of receipt. As a courtesy to [redacted], Purity Products has credited $59.92 upfront, and the remaining balance to be credited upon returned of the order. The Super Saver program has been canceled.
Thank you for bringing [redacted]’s complaint to our attention. It is important to Purity Products, Inc. to maintain positive customer relations and to do what we feel is appropriate to make sure that our customers are satisfied. It has also given us the opportunity to review our practices to ensure that they are in full compliance with pertinent state and federal laws.
If you have any questions or ever would like more information about our company, please feel free to contact me.
Yours in good health,
[redacted]

January *, 2016
Complaint ID: [redacted]
Dear Revdex.com,
[redacted] is a valuable customer and her satisfaction with Purity Products is very important to us. At Purity Products, our goal has always been to exceed our customer’s expectations, to create fully satisfied...

customers and we work hard in this pursuit.
[redacted] called in response to our free bottle advertisement, the offer is as follows:
[redacted]By accepting our free bottle today, you become eligible to enjoy the benefits of our Super Saver. This simply guarantees you a lower price on this product and you will have 2 weeks to try the free bottle and then decide if it’s right for you. Then in about 2 weeks, we will ship you 3 bottles of Organic Protein Smoothie at $49.95 each (26% off retail), every 3 months with free shipping, charged to the credit/debit card or checking account provided to Purity Products. However if you’re not satisfied for any reason, simply call our customer cr located on your free bottle within the first 2 weeks and you will not be charged or shipped anything further. Remember, the free bottle is yours to keep no matter what. We look forward to getting you started as a Super Saver customer. Is this Okay?
At Purity Products, all calls are monitored and/or recorded for quality assurance and compliance.
[redacted] agreed to the Super Saver program for Organic Protein Smoothie when she placed the free bottle order; she was advised to call within the first 2 weeks if not satisfied so she won’t be charged or shipped anything further, she agreed. Based on this information, it has been determined the transaction is valid. [redacted] may return the order for full refund, [redacted].
Our refund policy is printed on all invoices and is as follows:
Refund Policy - Refunds cheerfully provided on all used or unused bottles returned within 60 days of receipt. Please call Customer Care within 60 days at ###-###-#### to obtain a return authorization. Return Authorization does not cover the cost of return shipping. Again, you must return your used and/or unused bottles to receive a refund within 60 days.
Thank you for bringing [redacted]’s complaint to our attention. It is important to Purity Products, Inc. to maintain positive customer relations and to do what we feel is appropriate to make sure that our customers are satisfied. It has also given us the opportunity to review our practices to ensure that they are in full compliance with pertinent state and federal laws.
If you have any questions or ever would like more information about our company, please feel free to contact me.
Yours in good health,
Janeth D[redacted] Credit Manager, Purity Products
Direct ###-###-####
Fax ###-###-####
[redacted]
[redacted]
[redacted]
[redacted]

[redacted]
[redacted]
Dear Revdex.com,
[redacted] is a valuable customer and his satisfaction with Purity Products is very important to us. At Purity Products, our goal has always been to exceed our customer’s expectations, to create fully satisfied customers and we...

work hard in this pursuit.
[redacted] placed the order on 5/*/2016 (a Saturday) & he was informed he would get a confirmation number in 3 business days. The agent unfortunately failed to inform [redacted] that “3 business days” would start from Monday. The order shipped on Tuesday and an immediate confirmation was sent to [redacted].
5/**/2016 6:25pm Shipment tendered to [redacted] Mail Innovations via Tracking [redacted]
Thank you for bringing [redacted]’s complaint to our attention. It is important to Purity Products, Inc. to maintain positive customer relations and to do what we feel is appropriate to make sure that our customers are satisfied. It has also given us the opportunity to review our practices to ensure that they are in full compliance with pertinent state and federal laws.
Yours in good health,
Janeth D[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]

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 and the matter has been resolved.
Sincerely,
[redacted]