Supplementwarehouse.com Inc.

We have replied to this customers Help Desk ticket emails in regards to this as well. We will be shipping this customers order as soon as it becomes available through our distributor; we notified this customer of the backorder and delay, and they responded that they wished to wait for delivery instead of substituting or cancelling for a refund. As soon as the product(s) arrive, we will ship this customers order immediately, and email them the tracking information. We have no intentions of not sending this customers order, unless the customer requests a cancellation before shipment.

I have received the full value of my refund, however I do not retract my complaint. [redacted]
[redacted]
[redacted]

This customers order is now complete/closed within our system: Refunded amount of $72.35 online. Transaction ID: [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:
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]

[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]
I did create an account and did not check out as a guest.

We have already responded to this customer directly through our Helpdesk email (8/24/16) in regards to their inquiry for the refund. Here is a copy of our response: The issuing financial institution accepted the refund. They usually apply the refund to the account even if the card was re-issued. Please contact the financial institution with questions regarding the posting of the amount to the open account. Here is a receipt for the credit: Date/Time 24-Aug-2016 16:29:30 CDT. Transaction ID: [redacted]. Transaction Type: Refund.

We apologize for the unsatisfactory experience of this customer. Part of this customers order was shipped, and the remainder was delayed beyond our policy allowances and ultimately has been cancelled and a full refund has been issued (as of 11/1/16). We believe that this is unacceptable and we are...

taking actions to ensure this does not happen again in the future.Most orders do ship within the allotted 10 business days. Typically when an order has not shipped on the 5th business day, we will email the customer communicating to them that the order has been delayed due to either a manufacture back-order, distributor back-order, overwhelming consumer response to a promotion, and sometimes even weather can cause delays. We are taking actions to ensure that no order misses this 5th day email communication as we understand the key to the customers experience is communication.We too are not satisfied with consumers being unable to get through due to the high call volume that we are experiencing at this time due to our move. We have hired additional employees in our Customer Service department to help with our incoming calls and help desk emails in efforts to improve our communication to the customer and to be able to provide better service. One of our managers will be reaching out to this customer shortly to offer a personal apology, a coupon code and will be sending them a care package as a token of our apology. Again, I offer my sincerest apologizes to this customer on behalf of SupplementWarehouse.com.

We apologize for the unsatisfactory experience of this customer. This customers order was within our policy allowances, but ultimately has been cancelled and a full refund has been issued (as of 9/28) per the customers request.  Most orders do ship within the allotted 10 business days....

Typically when an order has not shipped on the 5th business day, we will email the customer communicating to them that the order has been delayed due to either a manufacture back-order, distributor back-order, overwhelming consumer response to a promotion, and sometimes even weather can cause delays. We are taking actions to ensure that no order misses this 5th day email communication as we understand the key to the customers experience is communication.We too are not satisfied with consumers being unable to get through due to the high call volume that we are experiencing at this time. We have hired additional employees in our Customer Service department to help with our incoming calls and help desk emails in efforts to improve our communication to the customer and to be able to provide better service. We believe that this is unacceptable and we are taking actions to ensure this does not happen again in the future.One of our managers will be reaching out to this customer shortly to offer a personal apology, a coupon code and will be sending them a package of samples and freebies as a token of our apology. Again, I offer my sincerest apologizes to this customer on behalf of SupplementWarehouse.com

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.The item was past expiration code and made me ill.  All I requested was a refund.  Is it even legal to sell old products that are expired?  No retail supplement store that I know of allows this.  Regardless, I should not have to pay for shipping on a product that is defective and made me sick.  Perhaps I will contact an attorney.  I will no longer shop at this company and hope people read this complaint before they decide to place an order.
Regards,
[redacted]

We apologize for the unsatisfactory experience of this customer. This customers order was delayed beyond our policy allowances and ultimately has been cancelled and a full refund has been issued (as of 10/24). We believe that this is unacceptable and we are taking actions to ensure this does not...

happen again in the future. Most orders do ship within the allotted 10 business days. Typically when an order has not shipped on the 5th business day, we will email the customer communicating to them that the order has been delayed due to either a manufacture back-order, distributor back-order, overwhelming consumer response to a promotion, and sometimes even weather can cause delays. We are taking actions to ensure that no order misses this 5th day email communication as we understand the key to the customers experience is communication.We too are not satisfied with consumers being unable to get through due to the high call volume that we are experiencing at this time due to our move. We have hired additional employees in our Customer Service department to help with our incoming calls and help desk emails in efforts to improve our communication to the customer and to be able to provide better service. One of our managers will be reaching out to this customer shortly to offer a personal apology, a coupon code and will be sending them a care package as a token of our apology. Again, I offer my sincerest apologizes to this customer on behalf of SupplementWarehouse.com

We apologize for the unsatisfactory experience of this customer. This customers order was delayed beyond our policy allowances and ultimately has been cancelled and a full refund has been issued; Please note it can take up to 6 business days for the credit to appear on the customers account. We...

believe that this is unacceptable and we are taking actions to ensure this does not happen again in the future. Most orders do ship within the allotted 10 business days. Typically when an order has not shipped on the 5th business day, we will email the customer communicating to them that the order has been delayed due to either a manufacture back-order, distributor back-order, overwhelming consumer response to a promotion, and sometimes even weather can cause delays. We are taking actions to ensure that no order misses this 5th day email communication as we understand the key to the customers experience is communication.We too are not satisfied with consumers being unable to get through due to the high call volume that we are experiencing at this time. We have hired additional employees in our Customer Service department to help with our incoming calls and help desk emails in efforts to improve our communication to the customer and to be able to provide better service. One of our managers will be reaching out to this customer shortly to offer a personal apology, a coupon code and will be sending them a package of samples and freebies as a token of our apology. Again, I offer my sincerest apologizes to this customer on behalf of SupplementWarehouse.comBest 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:
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]

[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]

[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, however; this issue remains outstanding until the funds reflect on my statement. Unfortunately, as they previously claimed to have refunded my money, that was in fact; not the case. 
Regards,
[redacted]

Unfortunately, this item(s) may still be on backorder from our distributor. If the customer wishes to place a new order, we will honor the same pricing they previously had; we will note the customers account. The customer will have to place their order by phone to receive the adjusted pricing.

We apologize for the unsatisfactory experience of this customer. This customers order was delayed beyond our policy allowances and ultimately has been cancelled and a full refund has been issued. We believe that this is unacceptable and we are taking actions to ensure this does not happen again in...

the future. Most orders do ship within the allotted 10 business days. Typically when an order has not shipped on the 5th business day, we will email the customer communicating to them that the order has been delayed due to either a manufacture back-order, distributor back-order, overwhelming consumer response to a promotion, and sometimes even weather can cause delays. We are taking actions to ensure that no order misses this 5th day email communication as we understand the key to the customers experience is communication; an email was sent to this customer on 3/21/16 in regards to the back-order.We do not have the ability to give "store credit" at this time, however, one of our managers will be reaching out to this customer shortly to offer a personal apology, a coupon code, and will be sending them a package of samples and freebies as a token of our apology. Again, I offer my sincerest apologizes to this customer on behalf of SupplementWarehouse.comBest Regards,[redacted]

We apologize for the unsatisfactory experience of this customer. Part of this customers order was delayed beyond our policy allowances and ultimately has been cancelled and a full refund has been issued for the amount owed (as of 12/30). We believe that this is unacceptable and we are taking actions...

to ensure this does not happen again in the future. Refunded amount of $89.57 online. Transaction ID: "[redacted]".Most orders do ship within the allotted 10 business days. Typically when an order has not shipped on the 5th business day, we will email the customer communicating to them that the order has been delayed due to either a manufacture back-order, distributor back-order, overwhelming consumer response to a promotion, and sometimes even weather can cause delays. We are taking actions to ensure that no order misses this 5th day email communication as we understand the key to the customers experience is communication.We too are not satisfied with consumers being unable to get through due to the high call volume that we are experiencing at this time due to the holidays. We have hired additional employees in our Customer Service department to help with our incoming calls and help desk emails in efforts to improve our communication to the customer and to be able to provide better service. One of our managers will be reaching out to this customer shortly to offer a personal apology, a coupon code and will be sending them a care package as a token of our apology. Again, I offer my sincerest apologizes to this customer on behalf of SupplementWarehouse.com

[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 only except this as it wasn't until I complaint to the Revdex.com and it went out nationwide that they finally contacted me and told me they haven't bothered to ship my goods because something was all backorder, which they could've easily told me in any of the dozens of emails I sent to them asking why my order has not shipped! They have Absolutely horrible customer service, the 800 numbers go nowhere... It makes no sense that they cannot be polite and answer all my emails begging them to tell me why they charged my card For items they don't have..
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]

We apologize for the unsatisfactory experience of this customer. Part of this customers order was delayed beyond our policy allowances and ultimately has been cancelled and a full refund has been issued. We believe that this is unacceptable and we are taking actions to ensure this does not happen...

again in the future. Most orders do ship within the allotted 10 business days. Typically when an order has not shipped on the 5th business day, we will email the customer communicating to them that the order has been delayed due to either a manufacture back-order, distributor back-order, overwhelming consumer response to a promotion, and sometimes even weather can cause delays. We are taking actions to ensure that no order misses this 5th day email communication as we understand the key to the customers experience is communication; an email was sent to this customer in regards to the back-order on 4/13.We too are not satisfied with consumers not receiving a prompt response through our Helpdesk. We have hired additional employees in our Customer Service department to help with our incoming calls and Helpdesk emails in efforts to improve our communication to the customer and to be able to provide better service. A refund was issued for the total product cost of $5.30 on 5/4/16 (Trans ID #[redacted]); please note this can take up to 6 business days to appear on the customers account. One of our managers has already reached out to this customer with a personal apology, a coupon code and sent them a package of samples and freebies as a token of our apology. Again, I offer my sincerest apologizes to this customer on behalf of SupplementWarehouse.comBest Regards, [redacted]

We apologize for the unsatisfactory experience of this customer. This customers order was delayed beyond our policy allowances and we believe that this is unacceptable. We are taking actions to ensure this does not happen again in the future.We do show that this customer's order has been completely...

fulfilled at this time. The initial order was sent out on 3/29/16 and the back-ordered portion was shipped on 4/21/2016.Most orders do ship within the allotted 10 business days. Typically when an order has not shipped on the 5th business day, we will email the customer communicating to them that the order has been delayed due to either a manufacture back-order, distributor back-order, overwhelming consumer response to a promotion, and sometimes even weather can cause delays. We are taking actions to ensure that no order misses this 5th day email communication as we understand the key to the customers experience is communication.We too are not satisfied with consumers being unable to get through due to the high call volume that we were experiencing at that time. We have hired additional employees in our Customer Service department to help with our incoming calls and help desk emails in efforts to improve our communication to the customer and to be able to provide better service. One of our managers will be reaching out to this customer shortly to offer a personal apology, a coupon code and will be sending them a package of samples and freebies as a token of our apology. Again, I offer my sincerest apologizes to this customer on behalf of SupplementWarehouse.comBest Regards, [redacted]