Rockin' Wellness

At this time, I have been contacted directly by Rockin' Wellness regarding complaint ID [redacted], however my complaint has NOT been resolved because:
"margin: 0in 0in 10pt;" class="MsoNormal">[First the business did not contact me, but I managed to get a hold of someone after a prolonged wait time of plus minutes and tricking their system to get hold of at anyone at allAfter the customer service rep tried to deny they received the returned product, I managed to resolve only part of the issueI received partial refund from Rockin' WellnessAfter returning the product it took about wks to be refunded from this subscription I did not requestThey kept $restocking fee + I had to pay a shipping fee out of pocketAt the moment I am disputing the $charge through my bank because I am trying to get all my money backTo be clear I have not heard anything from Rockin' Wellness directly nor has my bank heard anything as per a recent letter from my bankThank you for your time.]
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 have determined that my complaint has NOT been resolved because:

I have ordered from this company 3 times before this at the same price point, and the email invite looks exactly the same. In no place does it say anything about joining a program at a higher price than the $89 I paid in the past. As you can see by the attached images, the deal email that I purchased from on May [redacted] says nothing about joining a program, nor does the welcome email that I got after I ordered. It only says, Recommended Products at the bottom.
I admit that it says it on the order form, but that is 3 steps later, and 4 orders later that it was deceptively put in at the bottom.
I called as soon as I got the email which was received at 2AM on a Saturday, and left a message that I didn't order this. I got a call back on Monday saying that they would cancel the order and not charge me a restock fee, but that I was responsible for paying shipping back to them.
When I called Fedex with the tracking number, they informed me that they didn't even receive the package yet, so when I told that to Rockin' Wellness, they said that it didn't matter, I had to wait for them to deliver it to Fedex and then have Fedex ship it to me, and then first pay to return it.
Fedex let me know once the package actually got there and I told them not to ship it to me to save everyone money, so it should be there at the original ship point in [redacted].
All I want is a refund of that $119.85 to my credit card account and we can call it a day.
 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

Thank you for contacting us through the Revdex.com. We...

received your inquiry and sincerely apologize for any miscommunication. We take these complaints very seriously and appreciate the time you have taken to let us know about your experience.
Our records reflect that you enrolled in our Rockin’ VIP subscription program through your initial order for two 7 serving VIP Bag Deal, which was placed on 4/**/2014. The 7 serving bag has an Introductory period of 10 days. As part of the VIP purchase, customers are enrolled in the Rockin’ VIP program and are informed they will receive automatic shipments prior to the close of their introductory period until they contact customer service to cancel or make changes to their membership. This information is clearly stated on the product page to the right of the product image prior to choosing “Buy Now”. There is also a link to our “VIP Terms and Conditions” located with this statement. This information is also generated on your billing page prior to checkout. We also include this information in the “Order Processing” email that is sent immediately after the purchase is completed.
Per the terms of the subscription, on 5/**/2014 your recurring shipment, a 90-serving supply, was charged a total of $119.85 and shipped. Keep in mind that a 90-serving supply with our VIP program is offering more than a 10% discount off of our already low prices.
On 5/**/2014 we received your request to cancel this account, which was done so immediately. Orders are shipped directly from our manufacturers facility, which is why we need notice prior to processing and shipping to cancel. We are not able to cancel them after the shipping team has processed and palletized the VIP packages. We are always able to accept a return within 30 days of the order, as long as the package is still sealed.
In an effort to resolve this matter, I have asked our Returns Department to waive your restocking fee of $35 that was subtracted from your initial refund. Please allow a minimum of 1-2 business days for their team to process and initiate the refund. I also confirmed that your VIP account is deactivated, nothing further will be shipped or billed.
Sincerely,
[redacted]

At this time, I have been contacted directly by Rockin' Wellness regarding complaint ID [redacted], however my complaint has NOT been resolved because:
"margin: 0in 0in 10pt;" class="MsoNormal">[Your Answer Here]
I received a notice that they canceled my membership but did not receive any form of communication in the way of an apology from them
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 have determined that my complaint has NOT been resolved because:

[Your Answer Here]
Dear [redacted],
I cancelled my account via your customer service on June [redacted]. Any charges after that date were unauthorized. Your [redacted] admitted that there was a record of me calling that day, but the cancellation did not go through. That is a mistake on your companies part and should have been handled immediately. [redacted]s refusal to give me a contact email or office phone number for you led to me contacting Revdex.com and multiple other websites. If not already in the works, I recommend you have a better chain of command on handling customer service needs. I was only planning on temporarily
cancelling my membership while I situated my finances. Because of the way this was handled I will be looking for a similar product with a new company. It could have been handled much better.
Sincerely,
[redacted]
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
[redacted]

We received an order on May [redacted] from this customer for our Rockin' VIP Subscription Deal, this item is only available with a subscription to our VIP program. The following link is to the exact product page this customer ordered...

from. [redacted]
It clearly states next to the product photo- "This purchase includes a Rockin' VIP Subscription. Along with the best pricing available, you will receive many exclusive benefits and offers. Call to cancel anytime during your introductory period of 10 days from your purchase and your subscription will be deactivated and you will not be charged. By purchasing this product you agree to our Rockin’ VIP Terms and Conditions"
This information is also stated on the billing page before the transaction is completed, and again in the order confirmation email the customer received on May [redacted], which we can provide copies of. We received no contact from this customer prior to the close of her introductory period, so her subscription was billed and shipped according to her membership. We received back her package today, and her refund will be processed by our returns departments tomorrow. As we already cover the shipping cost to the customer on all orders, and our VIP program offers a steep discount off of our regular retail price, we can not waive these fees.
[redacted]

Thank you for contacting us through the Revdex.com. We received your inquiry and sincerely apologize for any miscommunication. We take these complaints very seriously and appreciate the time you have taken to let us know about your experience.
Our records reflect that you enrolled...

in our Rockin’ VIP subscription program through your initial order for a 7 serving VIP Bag Deal, which was placed on 4/**/2014. The 7 serving bag has an Introductory period of 10 days. As part of the VIP purchase, customers are enrolled in the Rockin’ VIP program and are informed they will receive automatic shipments prior to the close of their introductory period until they contact customer service to cancel or make changes to their membership. This information is clearly stated on the product page to the right of the product image prior to choosing “Buy Now”. There is also a link to our “VIP Terms and Conditions” located with this statement. This information is also generated on your billing page prior to checkout. We also include this information in the “Order Processing” email that is sent immediately after the purchase is completed.
Per the terms of the subscription, on 5/**/2014 your recurring shipment, a 90-serving supply, was charged a total of $119.85 and shipped. Keep in mind that a 90-serving supply with our VIP program is offering more than a 10% discount off of our already low prices.
On 5/**/2014 we received your request to cancel this account, which was done so immediately. Orders are shipped directly from our manufacturers facility, which is why we need notice prior to processing and shipping to cancel. We are not able to cancel them after the shipping team has processed and palletized the VIP packages. We are always able to accept a return within 30 days of the order, as long as the package is still sealed.  
In an effort to resolve this matter, I have asked our Returns Department to waive your restocking fee of $35 that was subtracted from your initial refund. Please allow a minimum of 1-2 business days for their team to process and initiate the refund. I also confirmed that your VIP account is deactivated, nothing further will be shipped or billed.
Sincerely[redacted]

Revdex.com:
At this time, I have not been contacted by Rockin' Wellness regarding complaint ID [redacted].
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 will be resolved as long as the Restocking Fee is actually refunded.
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]
I refused delivery of the package that I did not order.

Thank you for contacting us through the Revdex.com. We received your inquiry and sincerely apologize for any miscommunication. We take these complaints very seriously and appreciate the time you have taken to let us know about your experience.
Our records reflect that you enrolled in our Rockin’ VIP subscription program through your three initial orders for 4 7 serving VIP Bag Deals on 4/**/2014, 5 7 serving VIP Bag Deals on 5/*/2014, and 5 7 serving VIP Bag Deals on 5/*/2014. The 7 serving bag has an Introductory period of 10 days. As part of the VIP purchase, customers are enrolled in the Rockin’ VIP program and are informed they will receive automatic shipments prior to the close of their introductory period until they contact customer service to cancel or make changes to their membership. This information is clearly stated on the product page to the right of the product image prior to choosing “Buy Now”. There is also a link to our “VIP Terms and Conditions” located with this statement. This information is also generated on your billing page prior to checkout. We also include this information in the “Order Processing” email that is sent immediately after the purchase is completed.
Per the terms of the subscription, on 5/*/2014, 5/**/2014, and 5/**/2014 your recurring shipments, each a 90-serving supply, was charged a total of $119.85 each and shipped. Keep in mind that a 90-serving supply with our VIP program is offering more than a 10% discount off of our already low prices.
On 5/**/2014 we received your request to cancel these accounts, which was done so immediately. Orders are shipped directly from our manufacturers facility, which is why we need notice prior to processing and shipping to cancel. We are not able to cancel them after the shipping team has processed and palletized the VIP packages. We are always able to accept a return within 30 days of the order, as long as the package is still sealed.  
In an effort to resolve this matter, I have asked our Returns Department to waive your restocking fee of $35 if the shipment is returned to our facility in the sealed package. Please allow a minimum of 1-2 business days for their team to process the return and initiate the refund. Per our return policy, the customer is responsible to pay the return shipping. If you have not already done so, we ask that you return your shipment per the return instructions provided by customer service. I also confirmed that your VIP account is deactivated, nothing further will be shipped or billed.
Sincerely,[redacted]

Thank you for contacting us through the Revdex.com. We received your inquiry and sincerely apologize for any miscommunication. We take these complaints very seriously and appreciate the time you have taken to let us know about your experience.
Our records reflect that you...

enrolled in our Rockin’ VIP subscription program through your initial order for a 7 serving VIP Bag Deal, which was placed on 4/**/2014. The 7 serving bag has an Introductory period of 10 days. As part of the VIP purchase, customers are enrolled in the Rockin’ VIP program and are informed they will receive automatic shipments prior to the close of their introductory period until they contact customer service to cancel or make changes to their membership. This information is clearly stated on the product page to the right of the product image prior to choosing “Buy Now”. There is also a link to our “VIP Terms and Conditions” located with this statement. This information is also generated on your billing page prior to checkout. We also include this information in the “Order Processing” email that is sent immediately after the purchase is completed.
Per the terms of the subscription, on 5/**/2014 your recurring shipment, a 90-serving supply, was charged a total of $119.85 and shipped. Keep in mind that a 90-serving supply with our VIP program is offering more than a 10% discount off of our already low prices.
On 5/**/2014 we received your request to cancel this account, which was done so immediately. Orders are shipped directly from our manufacturers facility, which is why we need notice prior to processing and shipping to cancel. We are not able to cancel them after the shipping team has processed and palletized the VIP packages. We are always able to accept a return within 30 days of the order, as long as the package is still sealed.
In an effort to resolve this matter, I have asked our Returns Department to waive your restocking fee of $35 that was subtracted from your initial refund. Please allow a minimum of 1-2 business days for their team to process and initiate the refund. I also confirmed that your VIP account is deactivated, nothing further will be shipped or billed.
Sincerely,
[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. 
The company stated the terms of their agreement,...

but were not overly upfront about it. They are handling the process, but their customer service department is lacking. 
Sincerely,
[redacted]

Hi [redacted],
Thank you for contacting us through the Revdex.com. We received your inquiry and sincerely apologize for any miscommunication. We take these complaints very seriously and appreciate the time you have taken to let us know about your experience.
Our records reflect that you enrolled in our Rockin’ VIP subscription program through your initial order for a 7 serving VIP Bag Deal, which was placed on 4/**/2014. The 7 serving bag has an Introductory period of 10 days. As part of the VIP purchase, customers are enrolled in the Rockin’ VIP program and are informed they will receive automatic shipments prior to the close of their introductory period until they contact customer service to cancel or make changes to their membership. This information is clearly stated on the product page to the right of the product image prior to choosing “Buy Now”. There is also a link to our “VIP Terms and Conditions” located with this statement. This information is also generated on your billing page prior to checkout. We also include this information in the “Order Processing” email that is sent immediately after the purchase is completed.
Per the terms of the subscription, on 5/*/2014 your recurring shipment, a 90-serving supply, was charged a total of $119.85 and shipped. Keep in mind that a 90-serving supply with our VIP program is offering more than a 10% discount off of our already low prices.
On 5/*/2014 we received your request to cancel this account, which was done so immediately. Orders are shipped directly from our manufacturers facility, which is why we need notice prior to processing and shipping to cancel. We are not able to cancel them after the shipping team has processed and palletized the VIP packages. We are always able to accept a return within 30 days of the order, as long as the package is still sealed.  
In an effort to resolve this matter, I have asked our Returns Department to waive your restocking fee of $35 that was subtracted from your initial refund. Please allow a minimum of 1-2 business days for their team to process and initiate the refund. I also confirmed that your VIP account is deactivated, nothing further will be shipped or billed.
Sincerely[redacted]

Thank you for contacting us through the Revdex.com. We received your inquiry and sincerely apologize for any miscommunication. We take these complaints very seriously and appreciate the time you have taken to let us know about your experience.
Our records reflect that you enrolled...

in our Rockin’ VIP subscription program through your initial order for a 7 serving VIP Bag Deal, which was placed on 5/**/2014. The 7 serving bag has an Introductory period of 10 days. As part of the VIP purchase, customers are enrolled in the Rockin’ VIP program and are informed they will receive automatic shipments prior to the close of their introductory period until they contact customer service to cancel or make changes to their membership. This information is clearly stated on the product page to the right of the product image prior to choosing “Buy Now”. There is also a link to our “VIP Terms and Conditions” located with this statement. This information is also generated on your billing page prior to checkout. We also include this information in the “Order Processing” email that is sent immediately after the purchase is completed.
Per the terms of the subscription, on 5/**/2014 your recurring shipment, a 90-serving supply, was charged a total of $119.85 and shipped. Keep in mind that a 90-serving supply with our VIP program is offering more than a 10% discount off of our already low prices.
On 6/**/2014 we received your request to cancel this account, which was done so immediately. Orders are shipped directly from our manufacturers facility, which is why we need notice prior to processing and shipping to cancel. We are not able to cancel them after the shipping team has processed and palletized the VIP packages. We are always able to accept a return within 30 days of the order, as long as the package is still sealed.  
In an effort to resolve this matter, I have asked our Returns Department to waive your restocking fee of $35 that was subtracted from your initial refund. Please allow a minimum of 1-2 business days for their team to process and initiate the refund. I also confirmed that your VIP account is deactivated, nothing further will be shipped or billed.
Sincerely,[redacted]

Thank you for contacting us through the Revdex.com. We received your inquiry and sincerely apologize for any miscommunication. We take these complaints very seriously and appreciate the time you have taken to let us know about your experience.
Our records reflect that you enrolled...

in our Rockin’ VIP subscription program through your initial order for a 90 serving VIP Bag Deal, which was placed on 6/**/14 and again on 7/**/14. Each of these purchases included a subscription to our VIP program. The 90 serving bag has an Introductory period of 44 days. As part of the VIP purchase, customers are enrolled in the Rockin’ VIP program and are informed they will receive automatic shipments prior to the close of their introductory period until they contact customer service to cancel or make changes to their membership. This information is clearly stated on the product page to the right of the product image prior to choosing “Buy Now”. There is also a link to our “VIP Terms and Conditions” located with this statement. This information is also generated on your billing page prior to checkout. We also include this information in the “Order Processing” email that is sent immediately after the purchase is completed.
Recurring shipments are sent to the address inputted by the customer and it is the responsibility of the customer to provide any changes of address. The shipping address is confirmed in the “Order Shipped” email sent when the shipment is sent.
Per the terms of the subscription, on 7/**/14 your first recurring shipment, a 90-serving supply, was charged a total of $119.85 and shipped. Keep in mind that a 90-serving supply with our VIP program is offering more than a 10% discount off of our already low prices. If the account is not adjusted or canceled, a shipment is sent out every 45 days. Your second VIP shipment for this account was sent on 9/*/14. The first recurring shipment for your second VIP account was charged a total of $119.85 and shipped on 9/*/14.
On 9/*/14 we received your request to cancel this account, which was done so immediately. Orders are shipped directly from our manufacturers facility, which is why we need notice prior to processing and shipping to cancel. We are not able to cancel them after the shipping team has processed and palletized the VIP packages. We are always able to accept a return within 30 days of the order, as long as the package is still sealed.  
In an effort to resolve this matter, I have asked our Returns Department to process a refund if the shipment is returned to our facility in the sealed package. There is no restocking fee for returned shipments. Please allow a minimum of 1-2 business days for their team to process the return and initiate the refund. Per our return policy, the customer is responsible to pay the return shipping. If you have not already done so, we ask that you return your shipment per the return instructions provided by customer service. I also confirmed that your VIP account is deactivated, nothing further will be shipped or billed.
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:

[Your Answer Here]
I accept that there will be no restocking fee for me to pay.  However, I still believe that the return shipping should be covered by Rockin’ Wellness as well.  I do not knowingly sign up for anything that has automatic shipments.  Had I known this when placing the order, I would not have bought the 7 serving bag (5/*/14). Also, had I know before the 90 day serving bags were being processed/shipped that I was in the automatic shipments I would have canceled immediately.  Again, I was not aware of this until I received the 2 emails stating that my order was being processed and shipped on 5/**/14.  Considering that the processing email and shipping email were both sent on 5/**/14 at 2:05am, there wasn’t any time to contact you to get it stopped.  I am sure that had I known on 5/*/14 about the automatic shipments and tried to contact Rockin’ Wellness to get it cancelled, I wouldn’t have had any luck since I started contacting you on 5/**/14 and didn’t hear back until 5/**/14.  I am also amazed that Rockin’ Wellness is not going out of their way to fix this issue,  that is just bad business  and terrible costumer service.
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

Hi [redacted],
Thank you for contacting us. Unfortunately we can only refund up to the amount of the purchase and cannot supply shipping labels for returns. We are waiving the $35 restocking fee which would normally have been applied to your order, and we cannot cover return shipping as well. I apologize for any inconvenience.
Sincerely, [redacted]