Supple LLC

[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.] 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] ***

Order Itemization for [redacted] Qty Item No Description Amount [redacted] 7WC-RTD- WEEK Supple Peach Mango oz cans AUTOSHIP LOYALTY- LOYALTY MEMBERSHIP FEE _______________________________________________________________________________ Product Cost: P&H: Sales Tax: Total: Our product is a supplement for joint healthResults for each person may vary depending on their particular medical condition and historyMany customers feel results in the first couple weeks of use and it continues to improve week over weekMr [redacted] is correct we do offer our customers a full days to try our product as it begins from the date the order is deliveredThe customer just needs to call to obtain the return authorization number by the 30th day to guarantee the refund of the product cost when the return is receivedThis gives the customer the full day time period Mr [redacted] called our sales office on 9/27/and placed an order for the week supply with the automatic shipment program to receive a new order every weeksThis offer is $for the product plus $for the standard P&HHowever Mr [redacted] did not pay any P&H on this order because he also added the Loyalty Membership programWith this program he paid the annual fee of $on this first order and received free P&H on this order and all automatic shipment orders that would be sent for the next months or until he cancels the automatic shipment programThe sales rep explains that if there is a cancellation or return we do refund the unused portion of this fee When ordering the sales representative advised Mr [redacted] of our day policy with the following statementIf you are not satisfied with the results for any reason, simply call customer service toll free at 1-866-219-within days of the date you received your Supple for a refund of the purchase price, less p/hYou will be asked to return any unused portion and will be responsible for the return shipping costs This policy is printed on the packing list that comes with every order along with the day cancellation policy the above order itemization and the auto ship program detailsI have attached a copy for your reference This order shipped 9/28/and was delivered 10/2/at 12:pm per FedEx Smart Post tracking number The day policy began on this delivery date and ended days later on 11/1/ Mr [redacted] called our customer service office on 11/9/which is over a week past the day policy and unfortunately the order did not qualify for a return anymoreWe did however cancel the auto ship program to stop future orders and we refunded the unused portion of the Loyalty Membership feeThis unused portion is calculated by subtracting the standard P&H amount for each order shipped from the feeOn this size order the standard shipping would have been $so $- $for one order shipped = $that was unused and refunded on 11/9/ If Mr [redacted] had called by 11/1/we would have issued the return authorization number and refunded $for the product cost when the return was receivedUnfortunately there has been no return and the order was past daysWe would recommend Mr [redacted] continue to use the remaining product he has as he may still see results if he just needed more timeAs a courtesy for trying the product we are willing to offer him a 25% discount off the product cost on his next order should he decide to continue useThis has been noted on his account

Mr [redacted] we understand your concern but unfortunately there is no way for us to track when a customer starts using the productWe can only confirm the date the order is delivered by the tracking information and that is when the day policy begins For your convenience we do post the day policy on the website so you may read it before placing an orderIt is also printed on the packing list that comes in every box Order [redacted] was placed on 5/10/15, shipped 5/12/and shows delivered Thursday, 05/14/at 12:P.Mper UPS tracking number [redacted] This means the days policy began on 5/14/and ended days later on 6/13/ Our records show that your first contact with our customer service office was on 6/16/which is why the order did not qualify for a return/refund under the day policy anymore We do value you as a customer and since you did take the time to try our product and called only few days late we are willing to make an exception to resolve the matterYour refund for a return that follows the day policy would be $upon receipt as P&H is not refundableWe can give you 25% of that amount which is $without a returnWe will wait for your response to apply the credit thank you

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.] Regards, [redacted]

Ms [redacted] placed this order yesterday 12/22/at 5:am EST and had selected the rush shipping optionSince the order was processed so early in the morning and she selected the rush shipping it printed a label in our warehouse that same morning to be fulfilled.When Ms [redacted] called our customer service office a few hours later to cancel the order the customer service representative saw that it had processed and entered a shipping statusOnce this status is in the system they physically do not have an option in the system anymore to cancel the orderThis means a label was printed in the warehouse and orders were being packagedStopping an order at this point would mean sorting through hundreds of labels and/or boxes to find this one and would delay production for other customersThis is why customer service advises that it is too late to stop the order.Ms [redacted] was escalated to a supervisor and due to this we made the effort to locate the order in the warehouseLuckily it was early enough that we did locate the label before it was packaged so it did not cause too much delayWe went above procedure to assist Ms [redacted] and canceled the order yesterday 12/22/No product shipped so no charges were settled and there is no refund needed

Ms *** called our sales office on 3/4/to place an orderThe sales rep advised that the main offer from the ad is a week supply for $+ $P&H with the automatic shipment programThe sales representative advises that the customer will receive a new order every weeks and be
charged the same discounted rate to the card provided until canceledMs *** accepted the offer
The sales representative also provided the return policy by stating if you are not satisfied with the results for any reason, simply call customer service toll free at 866-219-within days of the date you received your Supple for a refund of the purchase price, less p/hYou will be asked to return any unused portion and will be responsible for the return shipping costs
Every order also comes with a packing list to verify the order details, the auto ship program details, the day cancellation policy, and the above return policyThe cancellation policy states to call customer service days prior to the next scheduled delivery date otherwise the customer is responsible for any orders that ship
A total of thirteen orders have been shipped on this account on the automatic shipment program with no cancellation request from the customerOrders shipped on the following dates3/5/12, 4/17/12, 5/30/12, 7/12/12, 8/24/12, 10/8/12, 11/20/12, 1/2/13, 2/14/13, 3/29/13, 5/13/13, 6/25/13, and 6/1/Per tracking number *** the 6/1/order was delivered to the customer on 6/3/at 2:pm
We understand that there is a gap from the last order on 6/25/to the most recent order on 6/1/This occurred because we recently were informed by a few customers that they had not received their orders in a whileSo our I.Tdepartment researched this further and found the issue and corrected itWhen this correction was made, the active auto shipment orders that had stopped shipping resumed as normal
It would appear that Ms ***'s account was one of the orders that was affected by thisSince Ms *** has never called us to cancel her auto shipment program it was still active and resumed as normalThis is why her next order shipped 6/1/Ms *** called our customer service office on 6/3/regarding the 6/1/orderIt was at this time that she canceled the auto shipment program to stop any future ordersShe also requested a return so we issued return authorization number *** and advised the above return policy
Ms *** did return the order and it just arrived today on 6/9/at our warehouseWe have credited $for the product cost todayP&H is not refundable per our return policy

Revdex.com
:
I have reviewed the response made by the business in reference to complaint ID ***, 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.]
Regards,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, 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.]My automatic shipment program was cancelled in June, The Supple product was being used by my mother who became very ill in May and was unable to eat or drink No need for product, so I called Supple and cancelledSupple says the automatic shipment was not cancelled by me. If I did not cancel, why did I not receive an order for TWO (2) years?Why did Supple take it upon themselves after TWO (2) years to resume sending me the product without calling or writing to see if I wanted to resume shipment of the product?I find this to be a very unethical way of doing business Does Supple go back through old records and use them as new orders and bill former customers because they have the customer's credit information?I don't know how this company operates, but obviously it's not with integrityWhy should I have to pay postage on a product I did not order?It appears the only way to get this situation resolved is through legal action
Regards,
*** ***

We are certainly able to refund the $once we received the return of the 2/30/orderAs stated in our return policy the return shipment cost is the customer's responsibilityWe believe there may be some confusion on the return shipping cost thoughMs *** son *** had mentioned that he
was trying to return two packages for his motherIf the $quote is for two orders that would make sense however we have only authorized the return of the last order from 2/20/All other orders are past the day policyThe return cost should be less expensive with a quote for just one package if this is the caseAlso Ms *** can use any shipping company or service for her return we just ask that a tracking number is obtained in case we need itThe most common companies are UPS, Fedex or the post officeBelow are the full account details for your reference.Ms *** called our sales office on 11/25/to place an orderThe sales representative advised that the main offer from the ad is a week supply for $+ $P&H with the automatic delivery programThis offer was accepted
so the sales representative then offered the Loyally Program which is for auto
ship program members onlyInstead of paying $P&H on every order Ms
*** would pay an annual fee of $on the first order and receive free
P&H on all auto shipment orders for the next month periodThis offer
was also accepted
Before submitting the
order the sales representative repeats the order
information including how often they will receive an order on the auto ship
program and the charges for both this shipment and future shipmentsThe sales
rep then asks for permission to submit the authorization for the chargesThey
state once this is done they will not be able to make changes to the orderThe
sales rep will not submit the order until the customer accepts the terms
The sales representative also provided the return
policy by stating if you are not
satisfied with the results for any reason, simply call customer service toll
free at *** within days of the date you received your Supple for
a refund of the purchase price, less p/hYou will be asked to return any
unused portion and will be responsible for the return shipping costsEvery
order also comes with a packing list to verify the order details, the auto ship
program details, the day cancellation policy, and the above return policyThe
cancellation policy states to call customer service days prior to the next
scheduled delivery date otherwise the customer is responsible for any orders
that ship.
The first order
shipped 11/26/and was delivered 12/2/at 3:pm per ups tracking number ***
On 11/25/Ms *** called
our customer service office to remove the Loyalty Program from the order because
she thought the cost was too highThe customer service representative advised
that the higher amount is only on the first order and it would be only $for
her future shipmentsMs *** decided to keep the Loyalty program on the order
and did not make any changes
On 12/1/Ms *** called to
make sure her order had been shippedThe customer service representative advised
that it had shipped 11/26/and was in transit
There was no cancellation
request so the second order shipped 1/8/and was delivered 1/13/at 1:pm
per ***There was no cancellation request so
the third order shipped 2/20/and was delivered 2/25/at 2:pm per
***.
On 2/27/Ms *** called our customer
service office to cancel the auto ship program because the product was no
helping her husband’s conditionShe wanted to return the last order and was
issued return authorization number *** to do so.
On 3/2/we received a call from the
customer’s son *** who said he was trying to return two packages for his mother and the representative discussed the return instructions with himHe called back later that day and stated that he took the packages
to UPS and was quoted $to return them and thought it was unethical to pay $to return the order just receive $backThis would not be the case if two orders were authorized and returned we would be refunding $on each of those orders however only one order was authorized for a return and $is the product cost on one order.We hope this clears up any confusion and will wait to receive the returnWe have attached a copy of the packing list with the policy information if needed.

We have reviewed the order and see that Mr*** had placed this order from our website on 4/5/and selected the one month powder mix supply with the automatic shipment programThe product cost of this item is $
Our standard shipping option for this size order is $P&H
which is a transit time of 7-business days once shipped via parcel post
We do see that the P&H charge came through as $but the standard option was still applied to this orderWe do apologize for this occurring and will investigate this further with our I.Tdepartment
The order shipped on 4/6/per parcel post tracking number ***The order is currently in transit with FedEx who will bring the order to the local post office for delivery to the PO Box provided
Mr*** had called our customer service office on 4/8/regarding this situationThe customer service representative did apologize for the inconvenience and advised that unfortunately we cannot change the shipping service on the order in mid transitThis can only be done prior to the order shipping
Due to the situation the representative advised that we would refund the extra $that was paid on the P&H charge so that the customer would only be paying the $for the standard shipping service that was applied to the orderA refund of $was issued today 4/8/The auto ship program was also canceled so no further orders will be shipped
In addition to this the representative offered Mr*** an additional 30% discount on the product cost if he would be willing to keep the order and still try it upon receipt instead of returning it to usThis was offered as a courtesy for shipping issue30% of the product cost would be an additional refund of $if the order is keptMr*** declined this offer though
We understand if Mr*** does not wish to accept the 30% discount to keep the order but he will need to return the product to us and upon receipt we will give a full refund of the remaining balanceThis is an exception outside our return policy as we would normally not refund P&H
Please have Mr*** contact our customer service office at *** between the hours of 7am-7pm CST Monday through Saturday to advise if he would like to still accept the partial credit to keep the order or if he will be returning the product for a full refund
Thank You
***
Supple LLC
Here is the order itemization
Qty Item No Description Amount ***
POW1C-V04 MONTH SUPPLY SUPPLE POWDER MIX AUTOSHIP
________________________________________________________________________________...⇄
Order Recap:
Product Cost:
P&H: 24.95
Total:

Thank you for bringing this matter to our attention. It is always recommended to check with a Doctor when taking any new products. However our sales representatives are trained to state the following when asked about medication interactions.
We are not aware of any known potential medication...

interactions with the active ingredients in Supple. People that have salt-sensitive hypertension should monitor their salt intake: Supple® has 115 mg sodium. If you are taking blood thinning medications, check your clotting time more often.
We did review the original sales call to confirm if this was done as it would have avoided this situation if so.  The caller did ask about medication but did not specify what type it was. The representative only advised that there are no interactions and did not make the above statement regarding blood thinners. We have address this with the sales office to ensure it does not continue.
 
Due to these findings we are certainly willing to provide a pre paid UPS label to cover the return shipping cost and give a full refund upon receipt as requested. Please have the customer call [redacted] between 7am-7pm CST Monday through Saturday to request the label. It can be mailed or emailed for quicker receipt. We have noted the account so there will be no issue with receiving the label.
Thank You
[redacted]
Supple LLC

The automatic shipment program is an automated service. A representative only places the very first order to tell the system what to do. All orders after the intial one are triggered automatically at a certain interval by the computer sytem. When some of our customers called us to advise that their orders had stopped coming we researched this and fixed the issue. All active auto shipment programs that were affected by this issue resumed as normal. This included Ms [redacted]'s acccount as it was still active and there was no cancellation requested. 
$94.95 was refunded on 6/9/15 due to the return however we do value Ms [redacted] as a long time customer and due to the legnth of time in between the last two shipments we will make an exception and credit the remaining $19.95 P&H charge. This would make a total refund of $114.90 on this order to resolve the matter. If Ms [redacted] needs any further assistance please have her contact our customer service office at 1-866-219-6371.

Mr. [redacted] we understand your concern but unfortunately there is no way for us to track when a customer starts using the product. We can only confirm the date the order is delivered by the tracking information and that is when the 30 day policy begins.
For your convenience we do post the 30 day...

policy on the website so you may read it before placing an order. It is also printed on the packing list that comes in every box.
Order [redacted] was placed on 5/10/15, shipped 5/12/15 and shows delivered Thursday, 05/14/2015 at 12:36 P.M. per UPS tracking number [redacted].  This means the 30 days policy began on 5/14/15 and ended 30 days later on 6/13/15.
Our records show that your first contact with our customer service office was on 6/16/15 which is why the order did not qualify for a return/refund under the 30 day policy anymore.
We do value you as a customer and since you did take the time to try our product and called only few days late we are willing to make an exception to resolve the matter. Your normal refund for a return that follows the 30 day policy would be $79.95 upon receipt as P&H is not refundable. We can give you 25% of that amount which is $19.99 without a return. We will wait for your response to apply the credit 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.]
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]

Order Itemization for [redacted]
Qty   Item No         ...

Description                                  �...⇄ /> [redacted]
 1   7WC-RTD-TV-LP 06  7 WEEK Supple Peach Mango 5.5 oz cans AUTOSHIP     99.95   
 1   LOYALTY-6995 06   LOYALTY MEMBERSHIP FEE                             69.95       ...⇄
_______________________________________________________________________________�...⇄
                                        ...⇄ Cost:    169.90
                                        ...⇄ 0.00
                                        ...⇄ Sales Tax:      0.00
                                        ...⇄   169.90
  
Our product is a supplement for joint health. Results for each person may vary depending on their particular medical condition and history. Many customers feel results in the first couple weeks of use and it continues to improve week over week. Mr. [redacted] is correct we do offer our customers a full 30 days to try our product as it begins from the date the order is delivered. The customer just needs to call to obtain the return authorization number by the 30th day to guarantee the refund of the product cost when the return is received. This gives the customer the full 30 day time period.
Mr. [redacted] called our sales office on 9/27/15 and placed an order for the 7 week supply with the automatic shipment program to receive a new order every 7 weeks. This offer is $99.95 for the product plus $24.95 for the standard P&H. However Mr. [redacted] did not pay any P&H on this order because he also added the Loyalty Membership program. With this program he paid the annual fee of $69.95 on this first order and received free P&H on this order and all automatic shipment orders that would be sent for the next 12 months or until he cancels the automatic shipment program. The sales rep explains that if there is a cancellation or return we do refund the unused portion of this fee.
When ordering the sales representative advised Mr. [redacted] of our 30 day policy with the following statement. If you are not satisfied with the results for any reason, simply call customer service toll free at 1-866-219-6371 within 30 days of the date you received your Supple for a refund of the purchase price, less p/h. You will be asked to return any unused portion and will be responsible for the return shipping costs.
This policy is printed on the packing list that comes with every order along with the 14 day cancellation policy the above order itemization and the auto ship program details. I have attached a copy for your reference.
This order shipped 9/28/15 and was delivered 10/2/15 at 12:56 pm per FedEx Smart Post tracking number 305767270038394. The 30 day policy began on this delivery date and ended 30 days later on 11/1/15.
Mr. [redacted] called our customer service office on 11/9/15 which is over a week past the 30 day policy and unfortunately the order did not qualify for a return anymore. We did however cancel the auto ship program to stop future orders and we refunded the unused portion of the Loyalty Membership fee. This unused portion is calculated by subtracting the standard P&H amount for each order shipped from the fee. On this size order the standard shipping would have been $24.95 so $69.95 - $24.95 for one order shipped = $45.00 that was unused and refunded on 11/9/15.
If Mr. [redacted] had called by 11/1/15 we would have issued the return authorization number and refunded $99.95 for the product cost when the return was received. Unfortunately there has been no return and the order was past 30 days. We would recommend Mr. [redacted] continue to use the remaining product he has as he may still see results if he just needed more time. As a courtesy for trying the product we are willing to offer him a 25% discount off the product cost on his next order should he decide to continue use. This has been noted on his account.

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.]
Regards,
[redacted]

[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.]
Revdex.com: To whom it may concern, I appreciate your help in this matter.
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]

Ms [redacted] placed this order yesterday 12/22/15 at 5:00 am EST and had selected the rush shipping option. Since the order was processed so early in the morning and she selected the rush shipping it printed a label in our warehouse that same morning to be fulfilled.When Ms [redacted] called our customer...

service office a few hours later to cancel the order the customer service representative saw that it had processed and entered a shipping status. Once this status is in the system they physically do not have an option in the system anymore to cancel the order. This means a label was printed in the warehouse and orders were being packaged. Stopping an order at this point would mean sorting through hundreds of labels and/or boxes to find this one and would delay production for other customers. This is why customer service advises that it is too late to stop the order.Ms [redacted] was escalated to a supervisor and due to this we made the effort to locate the order in the warehouse. Luckily it was early enough that we did locate the label before it was packaged so it did not cause too much delay. We went above normal procedure to assist Ms [redacted] and canceled the order yesterday 12/22/15. No product shipped so no charges were settled and there is no refund needed.

Thank you for contacting us regarding this matter. Unfortunately I was unable to locate an account with the customer information you provided. Please file an inquiry with the financial institute so they can provide the full transaction details  to locate the account and we will assist with this...

further directly them. Thank you.

Due to the nature of the complaint we contacted our sales office to have the recording of the initial sales call reviewed. Ms [redacted] was offered the 7 week supply with the automatic shipment program for $99.95 + $24.95 P&H total of $124.90. A new order is received every 7 weeks and charged the...

same discounted rate to the card provided.
 
At one point during the call Ms [redacted] had stated that she did not want auto ship because she wanted to try it first. The sales representative advised Ms [redacted] that the discounted rate they quoted would be with the auto ship program. The cost of the one time shipment is $114.95 + $24.95 P&H. The sales representative also advised Ms [redacted] that if she was not happy with her results she could call customer service to cancel the auto shipment program and/or return the initial shipment. Ms [redacted] then accepted the auto ship program to receive the lower pricing.
 
The sales representative gave Ms [redacted] the customer service phone number to call if she needs to cancel and advised the 30 day return policy by stating if you are not satisfied with the results for any reason, simply call customer service toll free at 1-866-219-6371 within 30 days of the date you received your Supple for a refund of the purchase price, less p/h. You will be asked to return any unused portion and will be responsible for the return shipping costs.
 
Every order also comes with a packing list which states to review for accuracy. The description on this order states AUTO SHIP. Below this it states if you see the term AUTO SHIP in the description the order is on the auto ship program. It then states how often the order is received and the 14 day cancellation policy. The 30 day policy is printed on the back side as well. We have attached a copy of the packing list for your reference.
 
The first order 5/4/15 and was delivered 5/7/15 at 3:03 pm per ups tracking number [redacted]. There was no cancellation request so the second order shipped 6/16/15 and was delivered 6/19/15 at 2:02 pm per [redacted]
 
On 6/19/15 Ms [redacted] called our customer service office to return the second order and cancel the auto ship program. We issued return authorization number [redacted] and advised her of the 30 day return policy again.
 
$99.95 was refunded on 6/26/15 for the return of the June shipment. The remaining $24.95 P&H charge is not refundable and the customer is responsible for return shipping cost as stated in the 30 day policy guidelines. If Ms [redacted] needs any further assistance please have her call our customer service office at the above mentioned phone number.