Solar Supplements

This customer ordered a trial of two weight loss products and per the terms of the order, at the end of the trial period was billed for both productsThe customer contacted customer service after the billings occurred and was provided with a further explanation of the charges and was also provided with a 50% refund on those charges at that timeIf we were aware that this was not a satisfactory resolution at that time, we would have provided further assistanceWe have refunded the remaining amounts billed to her account and do not wish for her to return the productsWe hope this is a satisfactory resolution for the customerThank you

This customer ordered a trial offer of a weight loss supplement, then per the terms of the trial, was billed for the product that she ordered at the conclusion of the trial and subsequently enrolled in our preferred customer home delivery programShe was sent in total two bottles, the original bottle ordered and one days after the trial endedIn total she was only billed $shipping/handling initially, the purchase price of that bottle at the conclusion of her trial ($79.95) and then a second bottle was sent days later at a cost of $($+ $s/h)In reviewing this customers account, there has never been any contact between this customer and our customer service department, no telephone calls and no emailsUpon receipt of this complaint, we called this customer two times and left messages asking her to call us back in order to provide her assistance, but there was no return callIt is evident that she has ordered products from multiple companies, as our customer service number(s) are always available to reach a live operator and we have no such 'resell offers' offered to customers when they do call inAll callers are able to leave a message 24hrs/day, if all agents are busy when a call comes in and we return all missed calls within one business dayAs for our billings, we have refunded the product purchase amounts of $(x2)The only billings that remain on her account from our company are the costs of shipping and handling, which were $(x2) for each shipment that she receivedThose monies were paid to the USPS and I have provided confirmed delivery confirmation for both of those packagesWe do not ask that the customer return any products to usAs for any other billings that she may be referring to, we suggest that this customer do more research into the products ordered and the contact information on them, in order to get any additional assistanceAny product without the brand name Solar on it, we can not assist her with and are we not responsible for any billings associated with those productsWe hope that this fully resolves this complaint

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 Sincerely, [redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Sincerely,
*** ***

This customer ordered a trial of two weight loss products and per the terms of the order, at the end of the trial period was billed for both productsThe customer contacted customer service after the billings occurred and was provided with a further explanation of the charges and was also provided
with a 50% refund on the charge at that timeThe customer accepted this resolution and stated it was a satisfactory resolutionIf we were aware that this was not a satisfactory resolution at that time, we would have provided further assistanceWe have refunded the remaining amount billed to her account and do not wish for her to return the productsWe hope this is a satisfactory resolution for the customerThank you

I apologize for not formally responding to your office regarding the original notice sent to our customer service departmentThe first communication we had regarding this customer's account was from your office, which has never happened beforeNormally a customer with an issue or concern will
contact us for a resolutionNonetheless, please find the entire account history for this customer belowThis customer ordered a trial of two products from our company on 3/31/2016, initially paying only the shipping and handling to have them sent to her for a day evaluation periodThe initial cost paid was total of $Per the terms and conditions of the sale, at the conclusion of her trial period she would billed the purchase price of both products and be enrolled in our home delivery service, which sends a fresh supply of product every days from the purchase dateThe customer could contact us anytime during the evaluation period to cancel the account and not receive or be billed anything further. We never had any communication from this customer during the trial period, as a matter of fact the original complaint filed with your office was the first communication we ever received from this customer and that was over days after she placed her original order and had been billed and shipped a second months supply of productShe never attempted to contact us via phone or email, the phone number in the confirmation emails, on the billing descriptor; as well as the customer service contact number and email address on the actual products have not been out of service, at any timeAgain, the first communication we had regarding this customers account and an issue with her account, was from your office To which our customer service manager immediately attempted to contact the customer, by phone first leaving her a detailed voicemail expressing our interest in assisting her and also cancelling her account. The customer service manager then also sent an email detailing the same information, requesting the customer to call or email us, so that we could assist her with her accountThe customer only responded to the email and I quote her reply to us below:'I do not appreciate the deception that your company functionsI ordered a product by paying the shipping only to try and about days later was billed for the full amount of the productI tried to call the number provided on my credit card statement but the number was inactive and so did the rep with the credit card companyMy credit card said they would send something to your company disputing the chargesThe next month I was billed again for the product that I did not order nor receiveCalled Mr credit card company again & contacted the Revdex.com believing that I am a victim of a scamI do expect a full refund on my credit card and I do not want any further contact with your company.'Even though the customer stated that she did not want to be contacted by us, the only way to assist her is by communication with her, as such our customer service manager once again called her and left a detailed voicemail asking to assist her and also sent her another email stating the same. A few days later our company received chargeback notifications from this customers bankAt that point, we do not issue refunds because the bank initially issues refundsThe process then has to play out with the bankWe supplied the requested information regarding the purchase(s) in question to the bank to support our billings. That is currently where this account standsThis customer was refunded on 6-1-two amounts that she disputed with her credit card issuerThose amounts were $and $We did reply to the banks request for information the same day regarding the customers chargebacks, as we do with all chargebacks. The bank is currently researching the purchase(s) in order to make a final decision as to whether or not the billings were validIf they determine they were, they will then debit the customers original form of payment once again and those funds will come back to our companyEven at that point, having won the charge back dispute, we still offer to assist customers with a form of refund and would do so for this customer also. It is rather a shame that she did not in fact ever contact us for assistance or help with a resolution prior to seeking other alternativesThis is a non-typical scenario for us, protocol is that a customer would contact us for help with any account issues prior to contacting anyone elseShould the charge backs be reversed and credited back to us we will gladly refund the purchase prices back to this customerWe would like to consider this matter resolved, please let us know if we can do soThank you

This customer originally ordered a trial of two different products in August of and both of the products ordered were delivered in August. At the conclusion of the trial period, she was billed the purchase price of the products that she was in possession ofThen per the agreed to terms of the purchase she was billed and shipped two more months product, prior to her ever contacting our customer care departmentSince the months of September and October are in question, we have attached the confirmed tracking information from the USPS for the two products delivered in each month, both September and October The Revdex.com response portal only allows for attachments but August confirmed tracking can be provided also, at your requestPer the USPS, this customers packages were delivered in August, September and October, deliveries in totalWe are not affiliated with the USPS and have no control over packages or delivery timeWe would expect a consumer to notify us if they had not received a package(s) in a timely manner that they were billed for; however this customer never contacted us to inquire as to the whereabouts of any of her packagesFurthermore the first contact we had with this customer was not until October 19th, 2016, she ordered on July 31, At the time this customer contacted us, she had been billed and shipped a total of (6) bottles of product, (5) different packagesDuring this conversation this customer made general inquiries regarding the billings to date on her account, was given a recap on all billings and shipments on her account and was provided a complimentary 35% refund to the most recent billing on her accountShe made no mention of not receiving any packages(We can provide the call recording if needed.) This was the only contact we ever had from this customerSubsequently, on October 20th we received this complaint from your office and as a further courtesy we refunded the remaining purchase prices of the most recent shipment and billing from October It is rather odd that the customer did not mention any of this to the customer care representative that she spoke to but instead filed a Revdex.com complaintOf course our goal is to resolve customer complaints and we would work with this customer further to arrange a return of eligible product for a refund, per our return policy, if she was in possession of the productsUnfortunately, she has stated that she is not in possession of themIt is our position that we have gone above and beyond to assist this customer and any further remedy at this point should be from the USPS

This customer placed an initial trial order for this supplementAt the conclusion of the trial period, per the terms of the purchase, she was charged the purchase price of the supplements orderedThe trial offer was a limited time offer and has since expired, as such the offer link that she
purchased from is no longer active onlineUpon her contact with customer service, this customer was provided with a partial refundAs a courtesy to her, we have refunded the remaining balance of the purchase prices of the two charges in questionA refund of $was applied to her account today, 10/20/Please allow 1-business days for that refund to postWe do not wish for her to return the product and hope this matter is now considered closed

This customer ordered a trial of two weight loss products and per the terms of the order, at the end of the trial period was billed for both products. The customer contacted customer service after the billings occurred and was provided with a further explanation of the charges and was...

also provided with a 50% refund on those charges at that time. If we were aware that this was not a satisfactory resolution at that time, we would have provided further assistance. We have refunded the remaining amounts billed to her account and do not wish for her to return the products. We hope this is a satisfactory resolution for the customer. Thank you.

This customer ordered a trial offer of a weight loss supplement, then per the terms of the trial, was billed for the product that she ordered at the conclusion of the trial and subsequently enrolled in our preferred customer home delivery program. She was sent in total two bottles, the original...

bottle ordered and one 30 days after the trial ended. In total she was only billed $4.95 shipping/handling initially, the purchase price of that bottle at the conclusion of her trial ($79.95) and then a second bottle was sent 30 days later at a cost of $84.90 ($79.95 + $4.95 s/h). In reviewing this customers account, there has never been any contact between this customer and our customer service department, no telephone calls and no emails. Upon receipt of this complaint, we called this customer two times and left messages asking her to call us back in order to provide her assistance, but there was no return call. It is evident that she has ordered products from multiple companies, as our customer service number(s) are always available to reach a live operator and we have no such 'resell offers' offered to customers when they do call in. All callers are able to leave a message 24hrs/day, if all agents are busy when a call comes in and we return all missed calls within one business day. As for our billings, we have refunded the product purchase amounts of $79.95 (x2). The only billings that remain on her account from our company are the costs of shipping and handling, which were $4.95 (x2) for each shipment that she received. Those monies were paid to the USPS and I have provided confirmed delivery confirmation for both of those packages. We do not ask that the customer return any products to us. As for any other billings that she may be referring to, we suggest that this customer do more research into the products ordered and the contact information on them, in order to get any additional assistance. Any product without the brand name Solar on it, we can not assist her with and are we not responsible for any billings associated with those products. We hope that this fully resolves this complaint.

Complaint: [redacted]
I am rejecting this response because: Solar Supplements say that product was delivered in September (which I did not order and did not want) and I did not receive anything in September (which was why I did not know until I received my October credit card bill that they were charging me in September). I am currently waiting to hear back from the local post master of my post office where apparently I need to file a complaint that I did not receive the shipment. The woman from the post office said that there was a tracking number that said it was delivered but I explained that I have often gotten mail from my neighbors and they have brought me mail that was put in their boxes. (The mailboxes are slots in a larger box.) I told Solar Supplements I would call them back after I hear from the post master. Unless I have some kind of evidence that I did not receive the package-- and how can you prove a negative?-- then I guess I will have to pay the September charge.It still does not resolve the company's practice of signing people up for automatic subscriptions without clear notification (and when I talked to the company today, again she did not give me a website where it specifically states that I signed up for automatic subscriptions, she just said that I should have understood that a trial offer means that you are signing up to receive more product). I guess I have learned that I will never order something online again because online companies are not reliable to be truthful about what they are going to do with your credit card number once they get it.
Sincerely,
[redacted]

After reviewing the notes on this customers account and all of the activity to date, it appears that this customer contacted our customer service department after the conclusion of their trial period and subsequent billing for products ordered online. The customer was offered instructions on how to...

return the product for a refund, per our return policy. Instead of returning the product, this customer opted to keep the product and receive a 50% refund. That refund was applied today (7/5/2016), while we were on the phone with the customer and she was sent a confirmation email of that agreed upon refunded amount. We considered this matter closed, if there is still an issue please respond. Our goal is to provide positive customer service experiences.

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.
Sincerely,
[redacted]