Strength Running, LLC

I received a notification from [redacted] that she would like a refund for our Nutrition for Runners programOur refund policy [redacted] ** [redacted] is that for a refund for a digital program where the customer is not actually returning anything, they must demonstrate that they put the program's lessons into practice.Unfortunately, [redacted] did not provide any information (food log, training journal, etc.) to support her claim that she followed the programShe told me, but she did not show me, which is what the refund policy requires.Moreover, [redacted] erroneously believes that the program comes with a performance guaranteeThis is evidenced by her assertion that her daughter "is still quite far behind her goals" and "has been dealing with injuries." This program cannot deliver on results because there is too much outside of our company's control[redacted] is not eligible for a refund because she did not demonstrate that her daughter followed the program and she is confusing the refund policy with a performance guarantee.After explaining this, she still did not provide any food log, training journal, or other documentation

Complaint: [redacted] I am rejecting this response because:In your first response you indicated that I had "refuse[d] to show my work via a training log or other means,"which indicated to me you found my training log insufficientI'm glad to hear it was just what you were looking for! I'm also glad that despite your initial insistence that I only used "one waroutine" you also now agree that I completed the core routineYou state that, "The product does not have a performance guarantee.," yet this guarantee is found on the page where you purchase the program: " If you’re not happy, I’m not happyMy guarantee is simple: use this program and see for yourself if it worksIf it doesn’t help you become a healthier runner, show me you took action on the coaching lessons and why it didn’t work for you within days, and I’ll refund 100% of your moneyI’ll even eat the credit card feesI'm confident this program will help you become a better runner: healthier, stronger, and with fewer injuriesWhile I can’t guarantee you’ll stay healthy, if you don’t improve your running with this program, I don’t deserve your hard-earned moneySimple as that." You do state that you don't guarantee I can stay healthy, but I started healthyThe inference is that I may be hurt by running or falling over or whatever, but your program actually physically hurt Regarding your action steps, I went and took notes: Sit lessWas I supposed to record how much time I spend sitting in my training journal? If so, you never indicated that in our correspondenceThis is an instruction I've tried to take to heart for far longer than this program - I have an active job, try to be active on the weekends (this last weekend I spent most of Saturday and Sunday hiking), while in school try to study standing up when possible and to take walking and stretch breaks when not possible, etcI also already go barefoot in the house and wear supportive shoesDon't start increasing your running too fast and vary it(1) I didn't increase my base running distance, (2) I run on roads, sidewalks, and trails, (3) I rotate through several pairs of running shoes and (4) I vary my pace / do speedwork / etcThis is not remotely new adviceI also crosstrain, which is mentioned in your injury prevention bookPre and Post Run routines - I already incorporate pre-run dynamic stretching, post run strength work, post run nutrition and post run hydration into every workout Sleep - if you were looking for a sleep log, you didn't mention that when I showed you my training logI do my best to get hours every night and to take naps when possibleRunning form - I already work to keep my cadence high, but I feel you yourself said it best: "Remember, you don’t need to change your running form if you don’t have consistent injuriesIf it ain’t broke, don’t fix it!" Great! I don't have consistent injuriesI'm good here! Did I miss anything? I really don't appreciate being accused of 'fraud.' I'm literally just trying to get my money back so I can forget this ever occurredI was looking for a run program that offered helpful and new things, and I haven't felt your program deliveredI've recently signed up for another program that has totally blown me away, and I'm planning on staying subscribed there because they're providing me with injury prevention tips and training programs that are new to me and 100% worth my subscription moneyI have no desire or need to steal your program, as you keep accusing me of wanting to doPlease return my money Sincerely, [redacted]

Complaint: [redacted] I am rejecting this response because:The information stated on the sign up page is as follows, "Our Unbeatable Guarantee: If you’re not happy, we’re not happyOur guarantee is simple: use this program and see for yourself if it worksIf it doesn’t help you get more energized, healthier, and feel like a stronger runner, just show us you put in the work and we’ll refund 100% of your money (we’ll even eat the credit card fees)Just email us within daysWe’re confident this program will help you become a better runner: better fueled, with enhanced recovery and more energySimple as thatIf it doesn’t, you deserve a full refund." I sent the email and provided the following in how I/my daughter 'put in the work', “We adjusted her meal composition and used the fueling schedules to ensure she was prepared for daily runs and races I prepared and pack pre- and post-practice snacks for her everyday and we printed out her school's breakfast and lunch offerings to make sure she was making the best choices to support her running We made many of the recipes ” I believed that I had provided what was requested [redacted] denied my request, and it wasn't until two emails later that he noted, "Typically, if you demonstrate you followed the program via a food log or other means and are still unhappy, then you get a refund." I responded that my daughter has the logs and could/would provide those, had he been upfront about the requirements His only response was additional ridicule (see complete email transcript sent previously) As a customer and a professional woman, I find his communication completely disrespectful I am unable to fulfill requirements that I was unaware of Sincerely, [redacted]

The customer is eligible for a refund if they demonstrate that they put the program lessons into practice by using a food log, training journal, or other method of documentation.I have yet to see any demonstration that they've put the program to useThey are simply ineligible for a refund because they are not demonstrating that they used the programThis demonstration is required because they are not "returning" the product for a refund because it is digital

The customer purchased a digital program that requires he or she uses the program and actively puts its lessons, workouts, and principles into action before getting a refund.The customer asked for a refund less than hours after purchaseThe customer communicated that they did one waroutine
and began to feel pain in the knee so they asked for a refundHowever, the program is 130+ pages of content with 10+ strength, core, and dynamic flexibility routinesShe simply did not actually use the program.I have repeatedly asked the customer to show me she used the program but she has failed to provide adequate proof she used any part of it besides one waroutine.Furthermore, any time a customer a) asks for a refund within a few days and b) refuses to show her work via a training log or other means, the risk for fraud is dramatically higherBecause this is a digital program that she is not "returning" we have a strict refund policy.Ultimately, the customer did not provide adequate proof she used the program and became increasingly hostile about showing that workMoreover, all refunds are at my discretion according to Strength Running's Terms of ServiceAfter she did not fulfill her part of the refund process, insulted the program, and is potentially trying to obtain the program for free, I denied her a refund

Complaint: [redacted]
I am rejecting this response because:In your first response you indicated that I had "refuse[d] to show my work via a training log or other means,"which indicated to me you found my training log insufficient. I'm glad to hear it was just what you were looking for! I'm also glad that despite your initial insistence that I only used "one warm-up routine" you also now agree that I completed the core routine. You state that, "The product does not have a performance guarantee.," yet this guarantee is found on the page where you purchase the program: " p.p1 {margin: 0.0px 0.0px 0.0px 0.0px; font: 12.0px 'Helvetica Neue'; color: #454545} If you’re not happy, I’m not happy. My guarantee is simple: use this program and see for yourself if it works. If it doesn’t help you become a healthier runner, show me you took action on the coaching lessons and why it didn’t work for you within 30 days, and I’ll refund 100% of your money. I’ll even eat the credit card fees. I'm confident this program will help you become a better runner: healthier, stronger, and with fewer injuries. While I can’t guarantee you’ll stay healthy, if you don’t improve your running with this program, I don’t deserve your hard-earned money. Simple as that." You do state that you don't guarantee I can stay healthy, but I started healthy. The inference is that I may be hurt by running or falling over or whatever, but your program actually physically hurt.  Regarding your action steps, I went and took notes: 1. Sit less. Was I supposed to record how much time I spend sitting in my training journal? If so, you never indicated that in our correspondence. This is an instruction I've tried to take to heart for far longer than this program - I have an active job, try to be active on the weekends (this last weekend I spent most of Saturday and Sunday hiking), while in school try to study standing up when possible and to take walking and stretch breaks when not possible, etc. I also already go barefoot in the house and wear supportive shoes. 2. Don't start increasing your running too fast and vary it. (1) I didn't increase my base running distance, (2) I run on roads, sidewalks, and trails, (3) I rotate through several pairs of running shoes and (4) I vary my pace / do speedwork / etc. This is not remotely new advice. I also crosstrain, which is mentioned in your injury prevention book. 3. Pre and Post Run routines - I already incorporate pre-run dynamic stretching, post run strength work, post run nutrition and post run hydration into every workout.  4. Sleep - if you were looking for a sleep log, you didn't mention that when I showed you my training log. I do my best to get 8 hours every night and to take naps when possible. 5. Running form - I already work to keep my cadence high, but I feel you yourself said it best: "Remember, you don’t need to change your running form if you don’t have consistent injuries. If it ain’t broke, don’t fix it!" Great! I don't have consistent injuries. I'm good here! Did I miss anything?  I really don't appreciate being accused of 'fraud.' I'm literally just trying to get my money back so I can forget this ever occurred. I was looking for a run program that offered helpful and new things, and I haven't felt your program delivered. I've recently signed up for another program that has totally blown me away, and I'm planning on staying subscribed there because they're providing me with injury prevention tips and training programs that are new to me and 100% worth my subscription money. I have no desire or need to steal your program, as you keep accusing me of wanting to do. Please return my money.
Sincerely,
[redacted] p.p1 {margin: 0.0px 0.0px 0.0px 0.0px; font: 12.0px 'Helvetica Neue'; color: #454545} p.p1 {margin: 0.0px 0.0px 0.0px 0.0px; font: 12.0px 'Helvetica Neue'; color: #454545}

Complaint: [redacted]
I am rejecting this response because:The information stated on the sign up page is as follows, "Our Unbeatable Guarantee: If you’re not happy, we’re not happy. Our guarantee is simple: use this program and see for yourself if it works. If it doesn’t help you get more energized, healthier, and feel like a stronger runner, just show us you put in the work and we’ll refund 100% of your money (we’ll even eat the credit card fees). Just email us within 30 days. We’re confident this program will help you become a better runner: better fueled, with enhanced recovery and more energy. Simple as that. If it doesn’t, you deserve a full refund."  I sent the email and provided the following in how I/my daughter 'put in the work', “We adjusted her meal composition and used the fueling schedules to ensure she was prepared for daily runs and races.  I prepared and pack pre- and post-practice snacks for her everyday and we printed out her school's breakfast and lunch offerings to make sure she was making the best choices to support her running.  We made many of the recipes…”  I believed that I had provided what was requested.  [redacted] denied my request, and it wasn't until two emails later that he noted, "Typically, if you demonstrate you followed the program via a food log or other means and are still unhappy, then you get a refund." I responded that my daughter has the logs and could/would provide those, had he been upfront about the requirements.  His only response was additional ridicule (see complete email transcript sent previously).  As a customer and a professional woman, I find his communication completely disrespectful.  I am unable to fulfill requirements that I was unaware of.    
Sincerely,
[redacted]

This customer has submitted a lot of words but very little new, substantive information.Again, the customer has failed to show she implemented the Action Steps at the end of each section of the program. If the customer made a good faith effort (which she did not - as evidenced by the fact that she asked for a refund in less than 72 hours) to implement the program (which she did not - as evidenced by the fact that she never communicated her completion of the Action Steps), then I would be happy to issue a refund.But, she did not demonstrate she completed the Action Steps. She did not even give herself enough time to do so.In this scenario, it must be assumed the customer is attempting to obtain the product for free.

I received a notification from [redacted] that she would like a refund for our Nutrition for Runners program. Our refund policy [redacted] is that for a refund for a digital program where the customer is not actually returning anything, they...

must demonstrate that they put the program's lessons into practice.Unfortunately, [redacted] did not provide any information (food log, training journal, etc.) to support her claim that she followed the program. She told me, but she did not show me, which is what the refund policy requires.Moreover, [redacted] erroneously believes that the program comes with a performance guarantee. This is evidenced by her assertion that her daughter "is still quite far behind her goals" and "has been dealing with injuries." This program cannot deliver on results because there is too much outside of our company's control.[redacted] is not eligible for a refund because she did not demonstrate that her daughter followed the program and she is confusing the refund policy with a performance guarantee.After explaining this, she still did not provide any food log, training journal, or other documentation.