Qivana, LLC

Mr [redacted] enrolled in Qivana on 4/as a Retail CustomerEnrolling as a Retail Customer enables customers to purchase Qivana products at the full retail priceIf Mr [redacted] had enrolled as a Distributor or a Preferred Customer, his account would have allowed to receive the discount and purchase items at the wholesale price, but unfortunately he did select to become a Retail CustomerBefore Mr [redacted] completed signing up to be a Retail customer and placing his order, he did agree to the Terms and Conditions by imputing his electioneer signaturePer the this agreement Qivana holds to a 30-Day 100% Money back guarantee for the product price minus shippingOnce Mr [redacted] contacted us to stop the order, it had already left the warehouse and therefore could not be stopped and had to be returned to usDuring the conversation on 4/with the Customer service Rep, Mr [redacted] was correctly told that it had already left and unfortunately we were unable to stop it, he was given return instructions, and he was told that he would receive 100% refund minus shippingOnce the product was received we immediately issued the full refund minus shippingWe have since explained to Mr [redacted] that signing up as a Retail Customer allows him to purchase products but only at the retail price as a well as the refund policy for all return

Complaint: [redacted] I am rejecting this response because: it is inaccurateI did finally speak with a manager this morning 5/5/(after this complaint was filed.) He did explain that I could reject or return the package upon its arrival, however, he never made mention that by doing so I would only receive a 75% refundHe said he would refund 100% of the priceWhy would I reject that? I did ask how to cancel the autoship but I did not do so in lieu of accepting a full refundYesterday 5/4/15, I also emailed customer support with my issuesThis is the response that I received:I apologize for our customer service agent I have forwarded your e-mail to the customer service manager If you want I can have the order routed back to our warehouse and you will be issued a refund Just let me know You can also refuse the product when UPS delivers it I am truly sorry for the way your call was handled Qivana Product SupportIf the product can so readily be routed back to the warehouse, why couldn't it have been stopped before it was even shipped? I am still expecting a full refund please.Sincerely, [redacted] ***

We received notice of the complaint from The Revdex.com on 11/24/The Qivana Policies and Procedures (Enrollment is impossible without first checking the box agreeing to the Policies and Procedures) section C states “After the initial order , an IBO/PC who voluntarily terminates may return product to Qivana that was purchased within the past days for a refund of 75% of the purchase price (less shipping and handling).” In section it says “To receive a refund, exchange or replacement on product purchased, an IBO/PC must do and agrees to the following: a Obtain a Return Merchandise Authorization (“RMA”) number from IBO/PC Support by calling [redacted] ([redacted] ).” These steps were not followed initially by the customerOnce we were contacted by the customer, we were able have that refund completed the next dayThe customer should be aware that the funds may not appear in his account immediately, but within the next few days

As stated in the Terms and Conditions Section 16, which were agreed to at the time of enrollment, "For AutoShip orders, I understand that each month until this order is cancelled, the AutoShip product order will be shipped by the Company to my specified shipping address every month on or around the
selected AutoShip dateTo cancel an AutoShip order I will deliver to the Company written notification of my cancellation by email, fax or mail." The autoship is not able to be canceled on the website, and we never received a written notification on cancellation When The customer contacted Customer Service Monday morning, the charge may have still been pending in their bank account, the payment was already taken on 5/As requested customer support checked the status of the package to see if we could still stop it, but the order was currently on the loading dock being loaded into the truckUsing a 3rd-party warehouse, they do not allow us to stop orders once they are being loaded on the truck for shippingOn the morning of 5/the Customer Service Manager spoke with the customer and apologized that he was unable to speak to her on 5/He again explained the situation and also added that for recent orders, most customers are usually able to simply refuse the package (even after its been dropped off) thus helping the customer waive the shipping fee for its return Also per the Policies and Procedures, all orders beside the initial order will be refunded 75% of the product priceOver the phone the Customer Service Manager offered make an exception for 100% refund minus shipping, to forestall any cancellation, however the customer did not want the exception and said she would send the package back and cancelHe then sent her the cancellation draft through email to help expedite her cancellation

In our policies and procedures in section a, it is stated
“Qivana attempts to ship orders within two (2) business days after receipt of
the order and upon the clearing of verified funds.” The
time frame indicated by
the shipping charge applies to the rate at which the carrier promises to
deliver the product starting from when they receive it from our warehouse, not
the time frame between when the order is placed and when the product will arrive
There was a delay in delivery because of the extended labor day weekendThe
tracking number indicates that the product was picked up by UPS on the same day
that the order was placed with Qivana
We were contacted by the customer on the morning of 8/8/by
phone and we indicated that if the product were to arrive that morning, it
would be “on time” according to the shipping rate selected (considering the
holiday weekend)We indicated that if it did not arrive that day, we would
need to investigate further in order to propose a solutionWe indicated that
we could call her back later that dayThe customer hung up on the customer
service agent and later began posting disruptive comments on the company Facebook pageI then contacted the customer later that same morning (phone
call) and apologized for the delay in getting back to her and for the shipping delay
In an effort to resolve the situation with the customer for any
delay in service we agreed on 9/8/to refund the difference in shipping
(standard vsexpedited) immediatelyThe customer refused the resolution and hung up on meIn an effort to resolve the situation as quickly as possible, Qivana went ahead and started the refund process for the difference in shipping costs of $

Any time a customer signs up, they are required
to indicate that they have read and agree to our terms and conditions and our
policies and procedures before they are able to complete the enrollment
processThe shipping policy is mentioned therein
Qivana stands behind our products and services
If a customer is ever not satisfied with either we provide a day money
back guarantee as stated in our policies and procedures section a”
8.3
Product Returns by IBO/PCs and Preferred Customers
a.
Initial OrderQivana offers IBO/PCs, and Retail Customers that order
directly from Qivana, a 100%, 30-day money back guarantee of their initial
product orderIf for any reason an IBO/PC, Preferred Customer or Retail
Customer is dissatisfied with any Qivana product, then he or she may return
that product to Qivana within thirty (30) days for replacement, exchange or
full refund of the purchase price, less any shipping and handling charges
Unfortunately at times our services rely on
third party vendors outside of our control such as the case in this situation
As such, we have now refunded all shipping charges in an effort to satisfy the
customerIf the customer would like a full refund of the product, we have
emailed her directly expressing our willingness to issue a call tag or send a
shipping label so that she does not have to pay to send the product back,
should she so choose

Complaint: [redacted]
I am rejecting this response because:
Response to first statement, I never read their section 6.1 a policies and procedures on what is stated on Qivana's attempts to ship orders within two (2) business days”. I'm the customer remember and on their website it states 2nd day delivery!Second statement, tell me where this is stated on your webpage - "The time frame indicated by the shipping charge applies to the rate at which the carrier promises to deliver the product starting from when they receive it from our warehouse, not the time frame between when the order is placed and when the product will arrive."Qivana can not dictate UPS' business logistics. They can only control it within their realm and products with a 2nd Day Delivery should be prioritized and shipped promptly and not what Qivana told me,  "IT IS SHIPPED OUT WITHIN 24 HOURS AT THE NEXT AVAILABLE TIME". According to Qivana, the order was processed and ready for UPS at 10:00pm, almost 13 hours after the order was placed. UPS picked it up I was told by Qivana on Friday morning. I have it in writing  I paid for a promise they never could keep and on top of it had nothing but grief from the lack of service to provide satisfactory customer service when initially I tried to amicably and privately to resolve it and was told by members of Qivana they would not reimburse me. The Manager finally responded only after I went to social media and Bob S[redacted] from Qivana responded to me he would reach out and get to the bottom of it. I am very dissatisfied with their customer service approach and would not buy from this company at this point. They can keep the difference because I will return their product as soon as it is delivered. 
Sincerely,
[redacted]

The customer service manager made a good faith effort in the 5/5 phone conversation to keep the customer as a distributor in the company by offering to make an exception to refund 100% minus shipping. The customer clearly stated that they wanted to "go ahead and cancel" anyway, thus refusing the offer as it was based on the customer not wanted to cancel. The customer was also told on the phone, same as in the email that they can simply refuse the order in order to have it sent back at no charge. This is the same thing as having rerouted back to us, but faster because often when we request UPS to reroute a package it takes much longer thus holding up the refund. The 75% refund is clearly stated in the Policies and Procedures which were agreed to upon enrollment. We apologize for any negative experience but to affirm that we have tried to resolve the matter in good faith for the customer by offering an exception and explaining the fastest, easiest way to cancel and receive a refund.

Complaint: [redacted]
I am rejecting this response because:Yes, it is true that I ended up being a retail customer unknowlingly. The Qivana website was experiencing problems the day of the order and was waiting for the option to have a continious order at the 10% discount I thought would happen at the end. It is also true the order was dispatched before I could stop it. However, Qivana should accept blame for this. Two e-mail messages went unanswered timely. In addition, Qivana does not take customer telephone calls until 8am MST. When I poke with Qivana Customer Representative, [redacted], on 4/8/2015 our conversation was clear and presise. Rather than use an RMA return number, [redacted], after hearing of the difficulty I went through with the Qivana website told me to simply refuse the delivery (which I did) when the Postal Service delivered and I would receive a total refund including shipping. Qivana has stated to me that they have a recording of the conversation with myself and [redacted] which supports their position. Hogwash, I challenge Qivana to produce such recording (in full). Irregarless, I asked Qivana if they could change my status to one which would allow me to receive ongoing shipments with the 10% discount. I was told no, I would have to resign myself to get this option. Qivana has not only lost a sale, but a customer! I would never recommend Qivana to anyone, but rather steer them away. Certainly there is a reputable company out there which sells quality Nitric Oxide, I will find one.
Sincerely,
[redacted]

It seems that Mr. [redacted] was confused on what to expect from the website. There is no 10% discount option anywhere on the website, nor has there ever been. This was misinformation that he garnered outside of Qivana. During the signup process potential customers are allowed to select what type of customer they wish to be, either a Distributor, Preferred customer or a Retail customer. Once this is selected, the wholesale discount is applied automatically for Distributors and Preferred Customers.  I have gone through every inbox we have and cannot find any emails from the address we have on file for Mr. [redacted]. Also, regarding the hours of operation, I don't find it unusual for a Utah-based company to open business at 8AM, but to accommodate customers on the east coast we do stay open until 10PM EST. Unless Mr. [redacted] is referring to another phone call on a different day, I have listen to the call on 4/8 with [redacted] and no where in this call was anything stated in regards to refunding shipping. In this call, [redacted] specifically said "full refund of the product price" and made no mention of refunding shipping. In regards to refusing the order or the RMA number, this has nothing to do with the refund, only with the best way to return the order. Initially [redacted] gave Mr. [redacted] the number, but then after much confusion over what to write on the box, [redacted] gave instruction to simply refuse the order. Mr. [redacted] did ask if we can change his status to a Preferred customer, to which we responded that because Retail Customers are not set in the Binary tree, we can simple change it in the system. All Mr. [redacted] would have to do is to re-enroll is go back to the website and input the information again. Per the conversation with [redacted] and the Terms and Conditions that Mr. [redacted] agreed to, Qivana refunded the full amount (100% minus shipping) set forth in its guarantee.

Complaint: [redacted]

I am rejecting this response because: it is inaccurate. I did finally speak with a manager this morning 5/5/15 (after this complaint was filed.) He did explain that I could reject or return the package upon its arrival, however, he never made mention that by doing so I would only receive a 75% refund. He said he would refund 100% of the price. Why would I reject that? I did ask how to cancel the autoship but I did not do so in lieu of accepting a full refund. Yesterday 5/4/15, I also emailed customer support with my issues. This is the response that I received:I
apologize for our customer service agent.  I have forwarded your e-mail
to the customer service manager.  If you want I can have the order
routed back to our warehouse and you will be issued a refund.  Just let
me know.  You can also refuse the product when UPS delivers it.  I am
truly sorry for the way your call was handled.  Qivana Product SupportIf the product can so readily be routed back to the warehouse, why couldn't it have been stopped before it was even shipped? I am still expecting a full refund please.Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because:I don't know what more can be said.  I had a precise and clear conversation with [redacted] on how to avoid being charged the shipping cost for an order I did not want to pay full price for, but rather the 10% for a Preferred Customer account. This last message just clarify's what I've been saying, there is an avenue for a 10% discount but it is not on the Qivana website as the last respondant stated, I must have gotten this information outside of Qivana. This is true, my current Chiropractor who is a Qivana Distributor  informed me of the procduct told me. That is why, as I've been saying right along, I was looking for the option to get the 10% deal on a website that did not have it (which I did not know) and furthermore, the Qivana website was having major funtionability issues when I was registering and attempting the order. I find it interesting the last respondent addressed the telephone call time but failed to address the two e-mails I sent, one immediately after the order was completed in a way I had not intended. The second e-mail of these two e-mails sent at 7:11am ESTon 4/8/15 directing Qivana to cancel the order immediatly. No, these two e-mails were conveniently not opened until after the order had been shipped. At least that's what I was told by Qivana Customer Service. As for the last respondent claiming to have listened to the conversation of myself and [redacted] on 4/8 and no confirmation by [redacted] to refund the shipping, again hogwash. [redacted] and I had a clear discussion on how using an RMA# vs simply refusing the delivery difference. This came about when [redacted] gave me the RMA# to use and then I asked if this included free shipping and he said no. Then I discussed the problems encountered when ordering and registering with Qivana and asked if there was an avenue for me to ship this back which would allow my full refund including shipping cost. [redacted] put me on hold and in a few minutes came back and instructed me to forget writing the RMA# on the package and mailing back, but to simply refuse the delivery and I would get my shipping cost refunded as well. That's what I did. It is very clear to me what [redacted] and I discussed (I didn't tape the conversation but I take good notes) and again there is nowhere on this taped conversation (if it even exists) where [redacted] tells me I am only getting the product price refunded. The person suggesting otherwise either has a hearing problem, dishonest, or both
Sincerely,
[redacted]

Mr. [redacted] enrolled in Qivana on 4/7 as a Retail Customer. Enrolling as a Retail Customer enables customers to purchase Qivana products at the full retail price. If Mr. [redacted] had enrolled as a Distributor or a Preferred Customer, his account would have allowed to receive the discount and purchase items...

at the wholesale price, but unfortunately he did select to become a Retail Customer. Before Mr. [redacted] completed signing up to be a Retail customer and placing his order, he did agree to the Terms and Conditions by imputing his electioneer signature. Per the this agreement Qivana holds to a 30-Day 100% Money back guarantee for the product price minus shipping. Once Mr. [redacted] contacted us to stop the order, it had already left the warehouse and therefore could not be stopped and had to be returned to us. During the conversation on 4/8 with the Customer service Rep, Mr. [redacted] was correctly told that it had already left and unfortunately we were unable to stop it, he was given return instructions, and he was told that he would receive 100% refund minus shipping. Once the product was received we immediately issued the full refund minus shipping. We have since explained to Mr. [redacted] that signing up as a Retail Customer allows him to purchase products but only at the retail price as a well as the refund policy for all return.

We received notice of the
complaint from The Revdex.com on 11/24/15. The Qivana Policies and Procedures
(Enrollment is impossible without first checking the box agreeing to the
Policies and Procedures) section 8.3 C states “After the initial order …, an
IBO/PC who voluntarily terminates may return...

product to Qivana that was
purchased within the past 365 days for a refund of 75% of the purchase price
(less shipping and handling).”
In section 8.4  it says “To
receive a refund, exchange or replacement on product purchased, an IBO/PC must
do and agrees to the following:
a.       
Obtain a Return Merchandise Authorization (“RMA”) number from IBO/PC Support by
calling 1.[redacted] (1[redacted]).”
These steps were not followed
initially by the customer. Once we were contacted by the customer, we were able
have that refund completed the next day. The customer should be aware that the
funds may not appear in his account immediately, but within the next few days.

On 9/6/16 this customer created a “preferred customer” account and placed the order in question. On 9/26/16 we received a call from the customer requesting authorization to return the order and take advantage of our 30-day initial order refund policy, which is described in our policies and...

procedures that must be agreed to upon signup. Instructions were given for how to return the products. On the call, the customer service agent instructed the customer to return ALL of the product items from the order in order to receive a FULL refund. A internal note was left on the customer’s account indicating that a full refund for the product (less shipping and handling per our policies and procedures) would be made upon confirmation from our warehouse that the order was received in its entirety.  Qivana received notification on 10/20/16 from our warehouse that only HALF of the products were returned rather than ALL of the products that were expected to be returned per the RMA and discussion with the customer. However, in an effort to work with the customer, Qivana authorized a FULL refund or 100% of the order (less shipping and handling) on 10/25/16 despite instructions being followed or ALL of the products being returned.  Qivana prides itself in its customer service and refund policy which is among the most generous in the industry.  Following the outlined refund instructions should result in a hassle free and very quick refund process to any customer. Failure to follow the provided instructions can delay the process but in no way prevent any refund.