Rockin' Wellness

Review: I ordered a one week supply of a shake which I paid 4.99 for. They then took my credit card information and attempted to charge my card for 119. 85 for an auto renewal program that I did not authorize. I emailed the company because my calls were not answered and told them they did not have my permission. 2 days later they attempted to charge my card 2 more times for 119.85. I emailed them again with no response. I did not have the amount in my bank account, so it has been denied. I had no knowledge that my I would be signing up for auto renewal as it was supposed to be a deal for this shake. I checked a box that said to save my payment information in case I would order more and did not know this would result in auto renewal.Desired Settlement: change policy, so no one else has to deal with this issue and to take my name and credit card information out of their system completely.

Consumer

Response:

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 business after many attempts by email and phone, took me off of their list and cancelled whatever VIP they put me on. I did have to cancel my debit card and was very upset that I was forced to do so. I'm sure they have not changed their policy, but hope they do so in the near future.

Sincerely,

Review: I ordered this product off [redacted] while they were offering a special for the [redacted] of July. No where during my order did I see anything about being automatically enrolled in a monthly VIP program. They claim it is there, I say it must be in extremely small print, because I NEVER saw it. I would have never ordered a trial product under those circumstances. My order came and I was not happy with the taste of the product and decided I would not order it again. Then yesterday August */2014 a package from them came to my door. I immediately looked at my bank account and there it was! $119.85 removed from my account by this company that I had no knowledge of giving permission to do so! So I called customer service to be told that if I wanted to return the product I NEVER ordered I had to fill out a form via email, then pay to ship package back and they would take $35 "restocking fee" from what they owed me back. I told the customer service person I shouldn't have to pay anything since I never authorized them to enroll me in the monthly shipment VIP program, she stated it was clearly written in my order form! Really?? If it was so clearly written, why am I and other customers complaining about the exact same thing with this company?? This is unethical and a scam! Not only is it not made clear what you are getting yourself into by innocently trying out a new product, but then they charge YOU to send their unopened, unwanted product back to them and a fee to set it back on their shelf apparently. I guess it costs $35 to set it back on the shelf!Desired Settlement: $119.85 my full amount robbed from my account without my permission or acknowledgement.

Business

Response:

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 30 serving VIP Bag Deal, which was placed on 7/*/14. The 30 serving bag has an Introductory period of 29 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 8/*/14 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 8/*/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 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]

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me as long as they keep their end of the bargain and waive my $35 restocking fee! I won't know if they do until my returned shipment gets to them and they process it.

I mailed it back today. Aug **/2014

Sincerely,

Review: Advertisement said I could order a trial package of their product for $7.99 (includes shipping & taxes) with no obligation or commitment. Yet apparently at the very bottom of the screen they claim there is in very, very small print something stating that this is a VIP offer. Less than one week of receiving their product, they shipped out 3 more bags and charged my VISA another $119.85 for products I did not order (I did not even have time to open the first trial order yet). On top of it, their website states that 3 bags cost $89.99, not $119.85!

I immediately called the company who was VERY nasty and argumentative. Said they cancelled my membership yet had to charge me a huge amount for restocking fees. Again, I refused and they finally agreed to credit my VISA account for the $119.85 plus $7.99 if I sent everything back to them yet they refused to pay for the return shipping charges (which according to FedEx is roughly $23.00). Thus after all this debate, I am losing $23.00 for something which I never even agreed to or ordered! All I need them to do at this point is to either issue a return FedEx label or call FedEx to authorize a pickup from my house for all the items (sealed, in the original box and unopened) and issue the refund to my VISA account.

Business

Response:

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 6/*/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 6/**/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 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]

Consumer

Response:

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:

Rockin Wellness is avoiding the point. Please read the attachment for the email thread.

I did NOT order the additional $119 worth of their products and therefore it should not cost me $23 to ship these items back to them. I only ordered the original $7.99 product. IF there was a VIP agreement, then it was hidden in such tiny print that the normal person would not see it. Additionally, there is no VIP deal - the VIP deal I received cost $40 more than what people were purchasing these same three bags for that same week. Again, it is all misleading and deceitful selling practices.

If the products are unopened, and they are a legit company, they should have no problem allowing me to receive a full refund which includes shipping those items back to them.

Please advise. I feel very violated by this company and know others who do as well.

Thank you for your consideration,

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Business

Response:

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]

Consumer

Response:

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 responded to this yesterday yet maybe did not do so properly. Will try again...... Please review the attached email trails. Correct, Rockin Wellness offered me a refund (after a lot of arguing) yet will not pay for the shipping to return the items which I did not authorize or order. It will cost $23 to ship back those items using the shipping method they require. Why should I incur $23 for products which I did not order. The entire VIP deal which they refer to is either in such small print that the normal person can not see it or as Rockin Wellness told me, they reply upon email offers where if you don't respond, they automatically consider that a positive response that you want more of the product. Additionally, as I asked - what is this VIP deal if the cost is more than what these products normal cost? Again, this is just a hoax. I know many people who are very upset by their unethical practices. These products have never been opened, are still in the original box. I should be able to get a complete refund. All they need to do is send me a return shipping label or call FedEx for a pickup.

Thank you,

[Your Answer Here]

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Review: The shipped an order I did not make. They removed money from my debit account without authorization and does not respond to voicemails or emails...they responded the first time I emailed them but did not address the concern... I have made multiple attempts to resolve this with them and they do not respond...

I have made 2 previous purchases with them..they made an error and will not resolve it with me..they say just return the product but it's at my expense...EXASPERATED AND HIGHLY DISSATISFIED!!!Desired Settlement: Response from the company and my money refunded in full!!! They stated they would charge me a restocking fee. NOT ACCEPTABLE!!! I did not make this order! I will not pay for a product I don't want or don't have

Consumer

Response:

At this time, my complaint, ID [redacted] regarding Rockin' Wellness has been resolved.

(By clicking "OK", your complaint will be closed as Resolved.)

Sincerely,

Review: I have been purchasing the Rockin' Wellness nutritional shake for quite awhile. As I trusted the company I did not read each time I placed and paid for an order. Out of a clear blue sky I find $119.85 charged against my credit card. Upon checking with them, I was told it was on my last form and I had to tell them NO I did not want to be part of a VIP program. Signing up to be a VIP was not a yes or no, you had to say NO or you were signed up for a program.

At my age, 76, and health problems, I do not sign up for long term commitments. I cancelled immediately, but I am getting a run around about I did not do this or that and I am tired of talking to their people.

I just want my $119.85 returned to my credit account and I am done doing business with them.[redacted] replied:

Hi [redacted],

That $119.85 charge was taken out for your first VIP shipment of 3-30 scoop bags. Your initial order on 6/**/14 included a subscription to our VIP program. We disclose this information on the product page in the product description, as well as on the billing page. It was also provided once again in the confirmation email sent to you on 6/**/14. This Bag Deal includes a 44 day introductory period, during which time you may call to adjust your membership or cancel so that you will not be charged. On the 45th day the shipment is sent out. Rockin’ Wellness is a whole food supplement that ships fresh directly from the manufacturer. For these reasons and to ensure the product being delivered is safe, we do need to charge a restocking fee. To help keep our prices as low as we do in our VIP program, it is necessary to charge a fee when we receive product back for a refund.

Thanks and have a great day, [redacted] Rockin’ WellnessDesired Settlement: to be done with this company.

Business

Response:

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. 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.

Per the terms of the subscription, on 8/*/14 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 8/*/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 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]

Consumer

Response:

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,

I refused delivery of the package that I did not order.

Review: Ordered product and company offered a terrific price. By ordering at that time customer is placed on VIP status. Then the company sends monthly deliveries of product, automatic delivery and charges credit / debit card without authorization. To return it I am told there is a $35 restocking fee ( for three little bags of powdered shake mixture.) for an order,that I did not request. I called and asked not to send any without me placing the order . My request was ignored. Rec'd another delivery the following month.Desired Settlement: Accept merchandise without restocking fee with a refund in a timely fashion, without any other charges deducted for return. Want to be refunded after return for the full amount.

Business

Response:

Hi Susan,

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 4/**/2014. 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.

Per the terms of the subscription, on 6/*/2014 and 7/**/14 your recurring shipments, each a 90-serving supply, were charged a total of $119.85 each and were 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 7/**/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 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]

Review: On 12/**/15 I placed an advanced order of their product, protein powder, for $159.99. It took almost a month before the shipment was ready. I received an email saying that on Tuesday my shipment should be shipped. During that time I worked nights so I was home during the day. I received an email saying my package had been delivered and left on my porch. I went downstairs and opened the door and there was no package. I looked towards the back gate and there was nothing! From that day, I have been going back and forth with the company via numerous emails where they told me the same thing I already knew, according to the confirmation number it was delivered. But I NEVER got anything thing. I even checked my mail box. I had mail..but no protein powder. Here almost 2 months later then package was never found and my money was never returned. I wasn't even offered a replacement shipment. Then only thing I was offered by the company was to call the customer service agent who kept responding to my emails on her personal cell because she was in a snow blizzard.Desired Settlement: I would like either a refund of the $159.99 or I want the 4bags of protein powder that I ordered. Either way, it has already been paid for out of my account and they are unwilling to do anything even though their website guarantees satisfaction.

Review: I purchased two bags of Rockin Wellness to see how it worked.

Not even a month later I received a shipment of 3 more bags and charged $119.85 that I did not authorize.Desired Settlement: Full refund and never to contact me again.

Business

Response:

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 2 30 serving VIP Bag Deals, which was placed on 7/**/14. This 30 serving bag has an Introductory period of 14 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 7/**/14 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.

We do not have a record of a cancellation request from you. We have canceled your VIP account as of today, 8/*/14. 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]

Review: I have ordered products from Rockin' Wellness 3 times in the past with no issues. However, I receive emails from them almost every day, advertising specials (which I have ordered from in the past) and in May, I received emails about a deal for 20 consecutive days stating that they were having a sale for 3 bags of their Rockin' Wellness for $89.00. All these emails said was that there were limited quantities, and that there were few left. Nowhere in the email did it say anything other than the sale price, which I had ordered from, 3 times in the past year, so I placed a new order.

On Saturday, July [redacted], I got an email from them saying that they had shipped out a new order for me for 3 bags at the price of $119.85. I left them a message over the weekend saying that I didn't order anything, and I got a phone call this morning saying that by buying the 3 bags back in May, I became a VIP and would be receiving more product and being charged a higher price, even though I didn't want it. I went back to the hundreds of emails that I had received from them and it never mentions anything about joining any programs in any of them. Only that the product is on sale, just as they always stated in the past.

I told them that I didn't want it and they agreed to not charge me a re-stocking fee, and to refund me my money once they got the product back, but that I will be responsible to pay for shipping it back to them. The product is heavy, and will cost me shipping charges, which I refuse to pay for. I checked their Fedex tracking number and it hasn't even shown up at the Fedex facility to ship, but they still will not stop it.Desired Settlement: I want them to stop the shipment, or take the product back without charging me anything. No re-stocking, no shipping, no nothing.

Business

Response:

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 90 serving VIP Bag Deal, which was placed on 5/**/2014. 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.

Per the terms of the subscription, on 7/*/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 7/*/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 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]

Consumer

Response:

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,

Business

Response:

Hi [redacted],

Thanks for reaching out to us! Your shipment is expected to arrive on 7/**/2014. Our Returns Department will waive your restocking fee of $35 if the shipment is returned to our facility in the sealed package. When we receive the package back, we will process your return of $119.85. 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. I would also just like to reiterate that your VIP membership has, in fact, been cancelled, and you will not receive any future charges to your account.

Sincerely, [redacted]

Review: Rockin' Wellness Inc. offers a VIP membership that can be cancelled at any time. After cancelling my membership on June [redacted] 2014, I was then again charged the VIP fee on July [redacted] 2014. After calling the same day, they said the cancellation was never process and they could not refund the unauthorized charge until the product was sent back. Charge was unauthorized and the customer should not be held liable to wait for funds to be refunded when it should have never been processed to begin with. Very unhappy.Desired Settlement: Refund immediately so I can pay my rent before July [redacted]!

Business

Response:

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 90 serving VIP Bag Deal, which was placed on 4/*/2014. 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.

Per the terms of the subscription, on 5/*/2014 and 7/*/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.

We do not have a record of a cancellation before 7/*/2014. When we received your cancellation request on 7/*/2014 it 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]

Consumer

Response:

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,

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Business

Response:

Hi [redacted],

Thanks for reaching out to us. 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]

Consumer

Response:

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 am not sure why they continue to copy and paste the same paragraph. I guess that is how the deal with customers. In a copy and paste way. Terrible customer service. Meeting has been set with my lawyer this this week. Let's see your company copy and paste in front of a judge after the class action lawsuit is filed.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Review: I have ordered this product before without problems. They recently offered a five dollar version , a week supply, which I ordered in April. I do not check e mail regularly- - they then said I was part of a VIP deal which I was unaware of , I guess as part of the $5.00 deal..I did not see the email. Next, a package was delivered, again, not ordered by me. I checked my email and saw the order from them. I have sent numerous e-mails requesting to get off of this VIP service and to return the product. The sent me one reply- that this can only be resolved by phone. Have tried to call six times- Can never get through to anyone no matter which choice I make. Endless loop is in place rattling on about their product. Have left several message with specific request. Have been on for at least 20 minutes each time waiting to speak to someone. Hours only 10- 5 weekly when I am at work. I work as a [redacted] and have no time for this nonsense. I desperately y need this $119.85 back immediately- I have bills to pay.I want to return this product and get this resolved. My last e-mail to their support site was returned, undeliverable. I will not return product unless I am guaranteed my refund AND to be off of their list.I contacted my bank but in order to stop the charge I will have to change my whole bank account #. PLEASE help me!!!!Thank You.Desired Settlement: refund and written guarantee that I am no longer on their VIP list. And an apology for the stress that I have been through for the past week or so in trying to reach them and to juggle my finances.

Business

Response:

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 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,

Review: Do not order from this company unless you would like to be scammed. I had a good experience with them at first but they fraudulently have charged my credit card and many other people If you look on [redacted]. They do not answer their phones and lock you out of their [redacted] if you complain. You can order natural ingredients and make your own shake. Their customer service was horrible when I pretended to be a new customer.Desired Settlement: I've become a detractor and me having to order a new credit card and pay 120 dollars I didn't authorize is going to cost them far more than just allowing me to return the product at full price to them. Try tried a restocking fee and that is not happening, sorry. I recommended them to several people and I regret doing so because of their scamming everyone.

Business

Response:

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 30 serving VIP Bag Deals, which was placed on 5/*/2014. The 30 serving bag has an Introductory period of 29 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 6/*/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 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,

Review: Rockin Wellness has started sending me products and deducting the monies from my account without my consent. Repeated calls to business gets no answer and when name and callback number is left on answering machine call is not returned.Desired Settlement: Remove my name and card number from automatic product purchase as it was never a request.

Business

Response:

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 4/**/2014. 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.

Per the terms of the subscription, on 6/*/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.

I have checked our records and do not see any attempted contact from the email address or the phone number provided by your account. 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]

Consumer

Response:

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,

Review: On Sunday May **, 2014 I placed an order for a "sample" 7 day supply of Rockin' Wellness, a nutritional powder supplement for $14.99. I received the product as indicated; my Discover card was charged appropriately. Surprisingly, on Thursday May **, 2014 @ 0512am I received an email from Rockin' Wellness indicating I was now a "rockin VIP member" and my "90 day supply order has shipped" in the amount of $119.85. I immediately phoned Rockin' Wellness starting at their scheduled opening time to further inquire about this transaction that I hadn't ordered nor authorized. I made many unsuccessful attempts throughout the day: 10am (15 min hold time), 1045am (37 minute hold time), 230pm (11 min hold time), 444pm (15 min hold time). At 5pm they apparently closed the office and sent my call to a voice messaging system in which I left a detailed message. I also sent an email to their customer service department as well as reaching out to them via social media (Rockin' Wellness deleted comment from [redacted] within 18 minutes of me posting). I then phoned Discover card to inquire about declining the pending charge from Rockin' Wellness. The customer service rep advised that since I entered into a 'contract' with Rockin' Wellness when I purchased the sample, they are permitted to enroll me in their reoccuring automatic shipment and rebilling of their product? She, further advised to cancel immediately. I then sent a second email to the customer service department of Rockin' Wellness that evening requesting to cancel the so called 'membership' immediately. So, today, May **, 2014 I again began to phone Rockin' Wellness at 10am. Much like the previous day I made multiple unsuccessful attempts to contact this company regarding the 'rockin' VIP' status as well as cancelling the membership I hadn't agreed to. They will NOT answer their phone. Finally, I placed a third email to them via their contact page on their website to be certain it will be received. It is now the close of business day two and I have yet to receive any correspondence and they are denying phone calls. I feel this is fraudulent, dishonest business. I would like Rockin' Wellness to be held accountable for a response to my inquiries at the very least and to cancel this membership immediately. If I entered into a contract it was definitely unknowingly. It would be optimal for them to accept the return of the product that has shipped (not yet received) and a full refund be issued. Of note, I have copies of all correspondence sent to Rockin' Wellness and the credit card statement if needed.Desired Settlement: Cancel VIP membership immediately. Allow return of product they shipped and issue a full refund.

Business

Response:

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 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]

Review: My wife placed an order from this company's [redacted] page, where they had a "special offer" for a trial of their nutritional shake. The special offer was for a small trial sample of their shake, with no further commitment. The trial was for 7 scoops for a special [redacted] only price of $5. Normally, the trial costs $30. You can order their website special of the same thing for $15 here: [redacted]After receiving the trial order, I noticed a transaction in my bank account for $119.85. We called and emailed their customer service, and they said that by ordering the trial, it automatically signs you up for a "VIP package", and they start sending you product without your consent. The best they can do (since they said the product already shipped) is to have us fill out the return form and pay a restocking fee of $35. There was no indication on the offer, the ordering process, or otherwise that clearly stated the details of the VIP program or that customers are auto-enrolled. We feel that this is unacceptable and we should not be responsible for any more than $5 for the trial product.Desired Settlement: We are willing to pay $5 for the 7 scoop trial of their product. That's IT. We should not be billed for an automatically continued VIP membership, and we should not be responsible for a restocking fee of a product we never wanted or consented to order.

Consumer

Response:

At this time, I have not been contacted by Rockin' Wellness regarding complaint ID [redacted].

Sincerely,

Business

Response:

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 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,

Review: I ordered 1week supply of their product from an ad on [redacted]. I didn't receive an email from them confirming, but did see the 4.99 charge on my online credit card statement. I did not have a contact email or number for them at this point. This order signed me up for a re-occuring shipment. I received order Thursday evening(5/*/14). I tried the product Friday(5/*/14) didn't like it at all. Tried calling Saturday and Sunday-not open. Monday morning at 5:21am they charged my credit card for $119.85. I emailed their support email-which I now had from their email charging me for at 7:11am that I did not like product and did not want any more from them. They responded to email at 11:05am that they can not do anything & that I must call ###-###-####. I called this number over 15 times from both my cell phone & a work landline, each time I hit option #2 for returns--our call was immediately disconnected. Finally connected to a representative after hitting a different option. I explained my issue with both their time frame and not being available on weekends to cancel. Man told me there is nothing he can do. I asked to speak with a [redacted]. He said he would check. He must have thought he put me on hold, but I could hear him making noises and breathing the whole time he said he was looking for a [redacted]. He did nothing, but told me 30 seconds later that his [redacted] is unavailable. I told him I would wait until he was available. Finally able to talk to a "[redacted]"(I don't think I actually spoke with a different person) They still told me that if I want to return the product, I will be charged a $35 restocking fee. I asked what this was for, since I do not even plan on accepting the package from fedex. He said they need to be compensated since they are not making money on this and can not reuse product. Even though he claims the packages can not be reused, they must still be sealed when I return them. Their whole process is designed to make sure you do not have the time/contact to cancel. SCAM!Desired Settlement: Full refund of their terrible product. They have terrible customer service and wasted hours of my time trying to reach them.

Consumer

Response:

At this time, I have not been contacted by Rockin' Wellness regarding complaint ID [redacted].

Sincerely,

Business

Response:

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 and 6/**/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 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,

Review: I placed an order with this company and they signed me up to a subscription service. I told them I wanted to cancel via email. They told me I had to call. I called every day for a week, emailed, contacted them via their website, and also posted on their [redacted]. They refuse to contact me back and they deleted my [redacted] post. They know full well that I want to cancel my subscription and they are ignoring me.Desired Settlement: I want an apology, and for them to confirm that my subscription has been cancelled.

Business

Response:

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 4/**/2014. 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.

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 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]

Consumer

Response:

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,

Review: I had purchased a 7 day sample of a particular product from this company. Apparently, hidden deep within the terms and conditions, once you purchase the 7 day sample, they automatically enroll you in their VIP program where they send automatic shipments of the product monthly, costing $119.95. I purchased the sample to test the product. If I didn't want to test it, I would have bought the 45 day supply for $119.95. After I saw the unauthorized charge withdrawn from my account I contacted their customer service. An hour on hold, I spoke to [redacted] who told me he would cancel the subscription and told me I had to treat the product like a return, subject to a $35.00 restocking fee. I stressed to [redacted] as well as the "[redacted] that I didn't sign up for this, I wanted my full refund that they withdrew. I was told I had ten days to cancel and they notified me by email and it wasn't their fault that I didn't respond. I am a college student, with two jobs to support myself and family. And the [redacted] has the nerve to tell me that there was no way they could waive the fee. Mind you, the product was still in their facility at the time that I called, it hadn't even been shipped. I never received the emails because they had the incorrect email on file, which again, [redacted] claimed to be MY fault for entering the incorrect number, an 8 instead of a 9. I had to wait for the package to leave their facility, come to my house, send it back via UPS or FEDEX only (at my cost) and had to pay $35.00 for the company to restock it. On the phone, I asked, and begged that if I sent the item back unopened (the box it came in) if they could waive the fee. I was told it was impossible, being that every customer must submit a returns form which requires me to open the box and note the expiration date and lot number on the product. I lost $35.00 to a product I didn't even want to order and then another $10 to send it back through UPS. A friend of mine fell victim to this same incident today, she called and spoke to [redacted] (the [redacted]) and he waived the fee no questions asked. At the very least I should be refunded the $35.00 restocking fee but in total I lost $45.00 to this company and I didn't even buy ONE THING. The service was terrible. The company is terrible and it is a crime that they're continuing to do this to other people. They fail to note at the time of order that being enrolled in the VIP program entails automatic shipments of a 45 day supply for $119.95. As you submit the order, it says nothing of this. Because of this, I had to cancel my credit card and reopen a new account, as I do not trust this company going forward. For this reason, I would like a refund for the restocking fee of $35.00 and UPS fee of $10.00, totaling $45.00 by check, and not back to the original card used as it's no longer in existence.Desired Settlement: All I ask to be refunded for the money I lost. I find it unfair that they are choosey when it comes to which customers they refund in full and which ones they do not. I sent the product back unopened in original condition as it was sent to me. Same box, same everything. Why should I lose $45 for their errors in judgement, false advertising and lack of customer service??? DISGRACEFUL.

Business

Response:

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]

Consumer

Response:

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,

Review: I ordered 2 packs of Shake powder they were advertising on [redacted] for 4.99 each. Then 2 weeks later they charge me over 100.00 for another order which I did not want. When I called to complain they said I didn't read the fine print when ordering and just by me ordering that one pack it automatically signed me up for a VIP program with automatically delivery .. So I said when I get the product I will not open the box and send it back to them in which they then tell me since it was already shipped out they have to charge me 35 dollars for me returning it because they won't resell it which is complete crap! There is no reason why they can not resell it.

And another big problem is they don't even give you time to cancel it before it ships out because they sent me an email at 5:09 AM saying thank you for your order we will email you when it gets shipped the same exact time at 5:09 AM right after that I get an email your order has shipped so I couldn't even call to cancel it before it got sent out and have to pay $35 to return it!

Horrible customer service and honestly when ordering this product thru [redacted] I do not remember seeing any terms or conditions when purchasing the shake powder.Desired Settlement: I would like the whole amount to be refunded to me and not be charged the 35 fee. You know I actually liked the product and would have made future purchases when I had the money to spend but because of what they did I will never give them my business .

Consumer

Response:

At this time, I have not been contacted by Rockin' Wellness regarding complaint ID [redacted].

Sincerely,

Business

Response:

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 5/*. 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,

Consumer

Response:

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,

Review: Placed an order through [redacted] on or around 4-**-2014 for 2 sample size bags of their Total Body Nutritional Shake, in the amount of $4.99 each. This order was sent and as far I was concerned , completed. One week later on 5-**-2014, I check my banking account, there's another charge. This time in the amount of $119.00. Called they're office and left a message about the unauthorized charge. Monday 5-**-2014, I expected a called about the charges. No one called. I called their office and spoke with [redacted] in customer service.

I was advised my [redacted] that anyone who placed an order was automatically placed or auto delivery.

I advised him I did not see that and ask to be directed to where that was written. He couldn't. I did tell him I read that you have to choose to become a VIP member, which automatically placed you on auto delivery.

[redacted] refused to reimburse all of my monies, stating there would be a restocking fee of $35.00 because they could not resell it again even if it was unopened. [redacted] was advised that I would be returning the sample packages as well and I ask how much was the restocking fee on those. He said none.

I ask if this was also written, it was not.

I want to reimbursed all of my money. They were not authorized to debit my card.Desired Settlement: I want to be reimbursed the $119.00 they took from my account.

Consumer

Response:

At this time, I have not been contacted by Rockin' Wellness regarding complaint ID [redacted].

Sincerely,

Business

Response:

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,