Stairway to Heaven

[A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it If you and the business have reached an agreement and compliance is set for a future date, we trust the business will comply Please contact us after that time if the matter is not resolved as agreed and we will review the complaint and proceed accordingly.]
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.
Regards,
*** *** Hi,I am currently speaking with *** about the situations that have occurredHe is currently reviewing all relevant information regarding the service issue*** has provided me with his email and extension to reach out to him in the future, if needed*** has agreed to call me Monday, March with his findings.Thank you!

[A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it If you and the business have reached an agreement and compliance is set for a future date, we trust the business will comply Please contact us after that time if the matter is not resolved as agreed and we will review the complaint and proceed accordingly.]
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.
Regards,
*** ***

[A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it If you and the business have reached an agreement and compliance is set for a future date, we trust the business will comply Please contact us after that time if the matter is not resolved as agreed and we will review the complaint and proceed accordingly.]
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.
Regards,
*** ***

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.  If you and the business have reached an agreement and compliance is set for a future date, we trust the business will comply.  Please contact us after that time if the matter is not resolved as agreed and we will review the complaint and proceed accordingly.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted] and accept there will be no change.
Regards,
[redacted]

[redacted],I want to apologize for the issues and delays you experienced with your order. It is never our intention for any customer to go without their product, let alone prescription medication. This is absolutely not the kind of service we ever want to deliver to any customer or patients. We have...

alerted our Customer Relations Manager to the fiasco, and she will be contacting you shortly with more information.Our company will now be processing what we call a Quality Assurance Investigation. The investigation involves our Customer Relations Manager, Pharmacists, and Pharmacy Manager. They will review your entire order from start to finish. This includes our software (website), our internal tools (the software our employees use), the Customer Support Representatives involved with the order, the Pharmacy Technicians involved with the order, and any Pharmacist involved with the order.  Our goal is to pinpoint the specific reasons for the error, and assure that in never happens again to any customer or patient of ours.Again, our Customer Relations Manager will be able to provide more information on the issue, the investigation, and the resolution.One last time, I am very sorry for the errors on our end, as well as the inconvenience and undue stress that resulted from such errors.

[I am willing to see what the comany has to offer.  At this time, I am not sure if it is resolved or not.
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. 
Regards,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
[redacted] of Health Warehouse spent some time following up on my complaint and reported her findings with great detail and I appreciate it. Unfortunately she did not investigate or explain why Health Warehouse is having problems with losing prescriptions sent via fax. My doctor's office had confirmation that the prescriptions he faxed were transmitted properly to the Health Warehouse fax number provided. Yes, we checked the fax number several times. There have been numerous complaints from other disgruntled customers for the same reason on several websites ie. [redacted], etc.[redacted]'s response indicates  that Health Warehouse is looking for reasons to place blame on customers and doctors rather than investigating the same complaints they have been receiving over and over. I urge Health Warehouse to look into why they are having so many problems losing prescriptions sent via fax and e-scribe. The proof is in the negative reviews by many customers. I am not seeking any sort of compensation for my complaint, only that they correct the problems they are having,
Regards,
[redacted]

Mr. [redacted],I am sorry for the issues with your order placement. I provided the information to our accounting to look further into the situation.Your card is being declined due to an AVS Mismatch Error. This means that the credit card company has a different billing address than what you have listed...

with our company. We simply need the correct Billing Address and your card should go right through. I want to make sure it is clear that this has nothing to do with your credit limit.I understand that our staff tried to explain and resolve this, but you stated that you no longer want to do business with us. This is incredibly unfortunate and I wish we could have done something else to provide better service. If you are interested for any reason, please feel free to contact me directly at [redacted]. I am the Director of Customer Relations for our company and would be happy to help alleviate this situation.Meanwhile, per your request, we have paused all automatic reorders and will not fill anything further unless you specifically request it.

[I am willing to see what the comany has to offer.  At this time, I am not sure if it is resolved or not.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.  Regards, [redacted]The company has finally corrected the order and I have received my medications.  We can close the complaint. [redacted]

[redacted],I want to first apologize for the service your received with your recent orders. I do see that both products have been filled for free and shipped Next Day Air via [redacted]. This was done yesterday when you spoke with our Customer Relations Manager. I am not sure if this complaint was done...

prior to the resolution, or after, but I can assure you that it has been taken care of. According to the tracking information on the [redacted] package, everything is out for delivery right now (10/29/2015).Our Customer Support Supervisor was notified yesterday afternoon of the situation and is currently processing a Quality Assurance Investigation with our CQI (Committee for Quality Improvement). We do take these situations very seriously and will do everything in our power to assure this never happens again to any customer. This investigation can (and likely will) include work with our software engineers, as well as retraining and reprimand for all call center agents involved.Our CEO is not always available to take such a call, but that is where our Customer Support Supervisor steps in. He is the gentlemen that you left a voice message for and will contact you back. His name is [redacted] and he oversees all Customer Relations for our company. Just for your records, he can be reached by phone at [redacted], or by email at [redacted].You should still expect a call back from us, though it will likely be from the Customer Support Supervisor rather than our CEO. In the meantime, your order has already been fully refunded and the package should arrive today.

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.  If you and the business have reached an agreement and compliance is set for a future date, we trust the business will comply.  Please contact us after that time if the matter is not resolved as agreed and we will review the complaint and proceed accordingly.]
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. 
Regards,
[redacted]

Dear Sir,I see that you have already spoken to our team and closed your order and account. I am very sorry for the delays with the transfer order you had placed. I will begin an immediate investigation into this and can assure you that we will tackle the issue head on.If you can, please reach out to...

me directly at 1-[redacted], or by email at J[redacted]. I truly appreciate the feedback, as it allows me to make the necessary corrections and deliver the service our customers deserve.

Dear Sir,My name is Justin [redacted] and I am the Director of Customer Relations for our company. I want to immediately apologize for the terrible service you received. This is absolutely not how we intend to treat our customers and/or patients. I will be processing a Quality Assurance Investigation...

on this order, and contact you directly for more information regarding the situation.Please feel free to reach out to me directly as well. I can be reached by phone at 1-800-748-7001 ext [redacted], or by email at [email protected].

I just left you voice message. I want to rectify this situation as fast as possible. This is absolutely not how we intend to do business, and there is no excuse for the lackluster attempt at resolution you were offered. Please reach out to me at your earliest convenience. You can contact me by...

phones at 1-800-[redacted]. Otherwise, you can reach me by email at [redacted]@HealthWarehouse.com.Meanwhile, I am reviewing this situation with our pharmacists and hope to have a resolution shortly. If I don't hear from you, I will try calling again on Monday.I'm very sorry for all of this, and will do my best to make it up to you.

Dear Sir,I am very sorry for the confusion surrounding your order and our processes. I will have a member of our management team reach out to you immediately to provide clarification and assure you are taken care of going forward.Otherwise, your order is out for deliver at this time.

Dear Sir,We will have someone contact you as soon as possible to discuss an appropriate solution.I am very sorry for the exhaustive delays, misinformation, and overall poor experience. This is absolutely not how we intend to do business, and the necessary corrections are being taken to assure this...

does not happen again.

[redacted],I am very sorry for the confusion over our processing. HealthWarehouse will never place an order with a patients prior authorization. Unfortunately, the prescriptions we receive are often for products that the patient does not want, for name brand products which are much more expensive, or...

for incorrect quantities and dosages. As advertised on our website and by our representatives, it is the patients responsibility to order their medication.In addition, we are prohibited from accepting any prescription medication back. This means we cannot accept a return on a prescription medication. If we were to fill as the MD prescribed with customer approval, and the customer did not want it and/or could not afford it, then there is nothing that we could do to correct the issue. This is another reason why we will never place an order without patient authorization.That being said, we do offer an Automatic Reorder. It appears though, that when you placed your first few orders with us, you opted not to take advantage of our AutoReorder option.  If you are on automatic reorder, then you are authorizing us to fill the same product on a specific recurring schedule.I do see that once your order was place, it was shipped out within  our normal processing time. The order was placed for the product you had gotten every other time you ordered with us. But as you state, it was supposed to be for a new product. This was correct and shipped one time.We completely understand the needs of our patients, and this is exactly why we ask them to take control of their ordering. This allows you to get your medication when you need it, and at a price that you are agreeing to.I will personally pull the call logs for you and review your conversations with our staff. Regardless of any issues on an order, you should be treated with the utmost respect, and your order should have been processed with urgency.I did check with one of the representatives you spoke with, and verified that they upgraded your shipment to Next Day Air services for free. This was done manually (as the order was already in process), so the order will still reflect "Free Standard" as the shipping method. I will send you an email immediately confirming the correct tracking number and shipping method.If you would like to discuss any of this in more detail, please feel free to contact me directly at JD[redacted]@HealthWarehouse.com, or by phone at 1-800-748-7001 ext [redacted].

Dear Sir,I personally reached out, but perhaps I made an error with the number. If this is the case, then I am very sorry. We absolutely want to discuss this with you and make sure everything is taken care of.Can you please email me directly at [redacted]@HealthWarehouse.com to confirm your contact information, alternatively, you can reach me at 1-800-748-7001 ext [redacted].I will attempt the number on you account again within the next hour just to be sure it wasn't a mistake when dialing.

First of all, I'm very sorry for the poor communication you've had with us, and the issues with your previous orders. There is no excuse for this, regardless of what the medication is for. I will be reviewing these issues and reaching out to your shortly to discuss in more detail.However, as to your...

recent order, tracking on the package shows that it was delivered last week. I'm going to reach out to USPS now for more information, and can provide that as well. If this is a case of a lost or stolen package, then we will handle the protocol with USPS and make sure you are taken care of.

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.  If you and the business have reached an agreement and compliance is set for a future date, we trust the business will comply.  Please contact us after that time if the matter is not resolved as agreed and we will review the complaint and proceed accordingly.]
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.  I was contacted by Danielle from Health WareHouse in the Quality Assurance division; she was courteous and helpful. One concern that I have as a customer is what are the ramifications of a complaint, if services are not provided correctly and I raise this to view, is the relationship between the business and me fractured?Danielle handled this complaint with such poise and understanding; I don't know if this would have occurred without the Revdex.com's assistance. I am very grateful for the Revdex.com and their continued support of consumers, in addition to businesses that treat their customers well. 
Very Truly Yours,
[redacted]