Soylent Nutrition Reviews (%countItem)
Soylent Nutrition Rating
Address: 207 S Broadway #600, Los Angeles, California, United States, 90012-3616
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Address: 207 S Broadway #600, Los Angeles, California, United States, 90012-3616
Phone: |
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Web: |
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Missing products despite charge, lying, poor costumer service
I have an ongoing bi-monthly subscription to Soylent mint chocolate drink without issue until this past month. I wrote an email to Soylent on 1-5-20 reporting that I was charged my usual (approximately 37$) for the product in mid December but it never arrived by 12-30-19 as is standard. They replied there was a backorder and would send soon and would give me a $15 credit. As of 1-14-20 there was still no soylent from December, no credit and I was charged another $37. I emailed them twice about this and they never responded. I cancelled my membership. I want a refund due to their complete non responsiveness and over a month waiting for my subscrbed product
I have screenshots of the charges and the emails if needed for proof.
Contact Name and Title: *** CS Manager
Contact Email: ***
Hello!
According to our last correspondence with the customer, the issue was a misunderstanding with failed payment attempts that were showing as "pending" in their account. The customer was initially inquiring on the status of their order but the agent provided them with incorrect status information as the order/product in question was never processed.
After carefully reviewing the customer's account, it did not show any recent orders or transactions that were successfully placed. It was only showing failed and declined charges that did not go through on 12/26, 12/27, 1/2, 1/8 and again on 1/14.
The customer was under the impression that they were being charged numerous times but they were pending charges from the attempts made by our auto delivery subscription platform. These failed attempts normally disappear after 3-5 business days. They were confirmed by the customer to be no longer showing per our last interaction on 1/21 and 1/22. The conversation transcripts and the screenshot of their billing record are all attached.
Our CS agent who initially assisted the customer provided them with a $15 reward to be used on a future order. Also, a refund was processed for an order that was confirmed to be delivered as a gesture of good faith. In addition, we have also provided the customer with a 20% discount code as well to be used on a future order.
It appears to have been a misunderstanding and the customer seemed content with the handling of this issue per our last interaction via email on 1/21.
This comment has been addressed by the company.
Have not recieved a 12 pack of Soylent Mint Chocolate that I paid for on the 5th of January 2020. Multiple emails have been sent.
I have not recieved order # XXXXXX ordered and paid for on 1/05/2020. The site says it should have been here 3 to 5 days after that. It is now the 16th, and not only have I not recieved my product but I have sent them multiple emails. The only response I have received has been that they are busy and will contact me soon. I sent the first email well over a week ago, and there has been no resolution. I want either my product (my preference) or my money back.
I would prefer to get my product but I will accept a refund.
Hello,
We are truly sorry for the delay in receiving your order. Our team responded to your inquiry on 1/17 and confirmed that your order was delivered on 1/17 via FedEx (Tracking: ***).
We did not receive a follow up to the response we provided to the customer on 1/17. The transcript of the email thread between us and the customer is attached.
Thank you kindly.
(The consumer indicated he/she ACCEPTED the response from the business.)
After I filed the complaint with the Revdex.com, I did receive my shipment. I have canceled future orders because it did take so long to get my order and a response to my queries about said order.
an e-mail offer to buy 2 cases of their drink to get 1 free. I bought 2 but did get the third case free
Order number XXXXXX ordered June 21,2019 paid for with visa debitcard. Email offer summer sale said buy 2 cases, get 1 free. When I got a response from Moana, customer service, she wrote the offer was buy 3 get one free and that the offer was expired.
I bought 2 cases before expiration date I want the free case as the offer said
Our support team failed to communicate the deal clearly. The deal is as advertised: buy 2 cases and get your 3rd item free., however the 3rd item must be added at checkout in order to receive the free case. Our records show only two cases were included at checkout, which is why the discount was not applied. Due to the miscommunication on our end about the details of the deal in our email on 6/26, we are happy to make an exception and ship the free case. This update was shared with the consumer on 6/27
(The consumer indicated he/she ACCEPTED the response from the business.)
I wanted the offer to be honored as advertised. The company complied
Tried repeatedly to cancel subscription but company continues to ignore request and charge my credit card anyway.
Company provides a "manage subscription" link on their website but it doesn't work. Their website says "The page you were looking for doesn't exist" so I have no way to cancel my subscription myself. Company DOES NOT provide any phone number on their website and only provides an email address.
I emailed the company to complain that their website doesn't work and to request to cancel my subscription. The only response I got back was from *** who acknowledged that their website was broken but she DID NOT address my issue to cancel my subscription.
I knew that the subscription was fast approaching and feared the company would charge my card. I made several follow up requests but received no further response from company.
Just like I feared, the company still HAS NOT cancelled my subscription and charged my credit card anyway. In response, I was forced to do a charge-back against the company but this does not resolve the current subscription (which is monthly) and company will most likely charge my card again a month from now.
This company makes it practically impossible to cancel a subscription and holds my credit card hostage and I have no recourse. I want this resolved!
Full details and copies of emails below:
===== ORIGINAL EMAIL TO COMPANY (below this line) Fri, Apr 26, 8:21 PM =====
I am trying to cancel my subscription and/or verify cancellation but
your website keeps saying "The page you were looking for doesn't
exist." Since your website appears broken and since you only provide
this email address for contact, I am hereby notifying you to cancel my
subscription effective today (3 days before next cycle). Make sure
this gets cancelled before the cycle kicks in and DO NOT charge my
card! Additionally, I would appreciate you NOT storing my credit card
and remove it immediately.
Since your "manage subscription" link appears to be broken on my
account and since I have no other way to contact you guys except this
email address, then this will have to serve as my official notice to
you. If you ignore this cancellation notice and charge my credit card
in 3 days, I will immediately do a charge-back against your company.
***
***
*** XXXXX
===== END EMAIL =====
===== FIRST AND ONLY RESPONSE FROM COMPANY (below this line) Fri, Apr 26, 10:13 PM =====
Hi ***,
Thanks for bringing this to our attention. Our subscription center appears to be down but our web team is actively working on a solution. We will let you know as soon as we have a fix!
We appreciate your patience and understanding let us know if we can provide further assistance in the meantime.
Best,
***
Soylent Customer Care
===== END RESPONSE =====
===== MY FOLLOW UP TO *** (below this line) Fri, Apr 26, 10:57 PM=====
You still didn't address my issue. Have you cancelled my subscription or verified that it's cancelled? I need confirmation so that my credit card IS NOT charged.
===== END RESPONSE =====
===== ANOTHER FOLLOW UP FROM ME TO *** (below this line) Sun, Apr 28, 1:10 PM =====
Are you going to address my issue or not? I'm still waiting for you to cancel my subscription before the next cycle kicks in.
===== END REPLY =====
===== ANOTHER EMAIL FROM ME AFTER COMPANY CHARGED MY CARD (below this line) Mon, Apr 29, 8:26 AM =====
Since you guys are continuing to ignore my previous email, I am forced
to create a new one.
I have tried repeatedly to get you guys to cancel my subscription, but
just like I thought, you *** ignored my request and charged my
card anyway. Just like I promised, I have done a charge-back against
your company.
*** CANCEL THE *** SUBSCRIPTION AND DO NOT SHIP ***
And while you're at it, stop holding me hostage and delete my credit
card info like I asked before.
===== END EMAIL =====
1) Cancel my subscription like I've asked repeatedly 2) Refund the charge you made to my credit card 3) Delete/remove my credit card info from your files and stop holding it hostage
Our Subscription Center was temporarily down over the weekend and we did not have the ability to update the customer's account. As a solution a full refund was granted ($32.30) within 1 business day of the request. The customer was allowed to keep the product at our compliments.
All three of the customers requests were granted on April 29th, 2019.
(The consumer indicated he/she DID NOT accept the response from the business.)
Company says "a full refund was granted ($32.30) within 1 business day" but this is NOT true. I just checked my credit card and the original charge is still there and NO credit applied. I WILL NOT resolve this complaint until this gets refunded.
The refund of $32.30 was processed on April 29th 2019 to ***@gmail.com. We've attached a screenshot of our billing processor statement to confirm.
As stated in our correspondence via email on April 29th, the refunds may take up to 10 business days to appear on the statement (depending on the issuing bank). A screenshot of this email has also been attached.
To confirm the date the refund will be posted, we recommend consulting with the bank. We appreciate the patience and understanding.