Rockin' Wellness

Review: In the past have have purchased the Rockin' Wellness nutritional shake without any issues. In May I placed an order and without my knowledge, apparently I was signed p for a recurring order program that was attached to the May order. There was no explicit information stated that I was is being enrolled in the program and after researching the terms of this program, it appears that the customer had to opt out of it rather than opt in as they are being automatically signed up. When I called to complain about the two unauthorized charges of $119.85, one on 7/*/14 (order #[redacted]) a the second one for $119.85 on 8/**/14 (order#[redacted]) for a total of $239.70 total billed to my [redacted] as well as NEVER receiving the supposed shipment. At that point I was read a script by one of their customer service reps on how there was a link provided (aka small print) in my order's email explaining the policy. I was also told that emails were sent to me before each order notifying me of an upcoming shipment-however upon searching all of my emails including my spam box there was no such notification. Of even more important significance, is that the two orders were never received as they were sent to an old address. I requested to see a proof of delivery with my signature and company was unable to provide that. According to multiple complaints filed with Revdex.com as well as a number of negative reviews on [redacted], it appears that this company engages in deceptive advertising and billing practices. This needs to be remedied and I expect a full refund for a product I did not order nor received.Desired Settlement: Full refund of $239.70 ( two unauthorized charges of $119.85) for a product that was never ordered nor received.

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/**/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.

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 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. A second recurring shipment, a 90-serving supply, was charged a total of $119.85 and shipped on 8/**/14.

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 have determined that my complaint has NOT been resolved because:

Clearly the business did not bother reading the details of my complaint and the response is the same generic response provided to all customers who were deceived by this business. Reiterating, let me state again that NEITHER of the two shipments have been received by me as there were (supposedly) sent to my old address. I sold my house in June and did not reside at that address at the time of shipment. The tracking numbers that were only recently provided to me after I called to cancel the unauthorized membership, do not provide signature confirmation. As I shared with the rep on the phone, no emails were sent to me and I only received them after the phone conversation as I requested that they be resent. Since I DID NOT receive the merchandize, clearly I cannot return it as it is NOT in my possession. In reference to the link to the terms and conditions provided in the email that was only recently sent to me, the link does not work. It sends me to the home page and nowhere on the home page can one see the explanation about this deceptive program. I expect full refund for merchandise that was not received nor ordered by me.

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

Sincerely,

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]

Again, I do not understand why there is a charge to file a claim with FedEx when I confirmed with FedEx that the company needs to report that the package was never delivered to the recipient as there is no proof of delivery with no signature provided. Why would this company charge me in addition to getting a full credit from FedEx? This company engages in very questionable and unethical practices by enrolling unaware customer into a program and they claiming that the customer was the one who requested the program. I feel that I should not be penalized by having to pay any part of the return of a product that was never received nor requested by me, especially since the company can be refunded entirely by Fedex should they choose to file a claim with FedEx.

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

Sincerely,

Business

Response:

Hi [redacted],

Thanks for getting back to me. The FedEx tracking information for these shipments does show confirmation of delivery to the address you had inputted, and that no signature service was requested. It is the responsibility of the customer to provide the correct shipping address and update us on any address changes. We can have FedEx attempt to retrieve the package via a call tag, but as stated in my previous message there is a fee for this. We would be more than happy to process a refund for you, however we must receive the package back before we can do so. If you are unable to retrieve the package we can have FedEx attempt this call tag. Please contact our customer service line so that we may do so, to expedite the processing of your refund. We are available from 10am-5pm EST Mon-Fri at ###-###-####.

Sincerely, [redacted]

Review: This company fraudulently charged my Credit Card for approximately $360.00 dollars. When I contacted them they stated I entered into a VIP program which is false. I was buying there product for 3 years before this. They told me they would give me a refund when I return the product but I will have to pay a $35.00 restocking fee and shipping. This is all from an order I never placed, I checked there reviews online and saw many people are have had the same issues.Desired Settlement: I want a full refund of the product and all shipping costs.

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 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]