Supplementwarehouse.com Inc.

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 1/27). 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. 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. 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 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 free-bees 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 ultimately cancelled and a full refund has been issued (it can take 3-5 business days to process, depending on the customers bank or credit card companys policies) per the customers request. 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 recent shopping 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 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]

This customers order is now complete/closed: Refunded amount of $77.09 online. Transaction ID: "[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 10/5, Refunded amount of $71.85 online. Transaction ID: "[redacted]). 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; this customer was emailed in regards to the backorder on the 8th business day.We too are not satisfied with consumers not receiving proper followup through our Help Desk in a timely manner. Due to our recent move, this aspect of our CS has fallen behind, however 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.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.
As of today, Sun Nov 13 I still have as yet to receive my order of which I paid in full on Aug 29.  Have received 5 notifications from Supplement Warehouse telling me my order was back ordered and should receive in 1 to 2 weeks because I continue to email them!!!!  We are now approaching over 75 days and still no delivery.  I refuse to cancel because I hold them accountable for delivery of my order and I will continue to do so until this situation is resolved.This is the absolute worst company I have ever dealt with!!!!Al Checca

[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]

We apologize for the unsatisfactory experience of this customer. Part of this customers order was delayed beyond our policy allowances due to a short-term backorder, and ultimately has been cancelled and a partial refund ($60.62) has been issued (as of 9/12). Transaction ID: "[redacted]". We believe...

that this is unacceptable and we are taking actions to ensure this does not happen again in the future. Please note it can take up to 6 business days for the credit to process and post. 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. Part of this customers order did ship on 8/31 (the 3rd business day), when the email regarding the backorder was sent. 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.com

We apologize for the unsatisfactory experience of this customer. This customers order was delayed beyond our policy allowances, and due to a shipping error, only partially shipped. 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.The remainder of this customers order is awaiting shipment; as soon as it is available, we will ship the remaining 1 bottle and pill container. If the customer wishes to cancel this portion of their order, they may reach out to us directly for a immediate refund. 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.

Brian [redacted]<[redacted]>3:52 AM (4 hours ago)tomeI have still not heard from the company or received my refund to date.

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.
Today 09/08/2016 I have not received a refund to my credit card (which normally takes up to 24 hours since the day it is issued) or a call from anyone from Supplement Warehouse. I definitively don't want any business with this company anymore but would accept the response as soon as the money is back into my account. I recently called once again and the person who responded the phone stated she was the only operator answering all the calls, she mentioned my order was still in the warehouse and waiting on one product to be shipped (apparently not true) since the order was cancelled. I never received any emails at all even when I asked her to resend the email to my account and waited for it to show, it never did. She had no explanation as to why I was not receiving the email. This is all very suspicious set of events and I know the company is not being truthful at all.  I have copy and pasted it part of the credit card statement where it shows the amount charged to the card. Still in disbelief!! :(
Regards,
[redacted]

We apologize for the unsatisfactory experience of this customer. 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. (http://www.supplementwarehouse.com/contact.asp)The customer’s order (Order #[redacted]) is still currently awaiting shipment, due to a back-order. This customer placed their order after business hours on 6/7/16, and so it began processing the following day; today is the 6th business day for processing. 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; this customer was emailed on the morning of 6/15/16 in regards to their order. This customer may reply to our help desk email with how they would like to proceed- either waiting for the original product to ship, substituting for a different item, or cancelling for a full refund. 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 for their unsatisfactory experience.  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 ultimately has been cancelled and a full refund has been issued (as of 8/24). 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. 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]

This complaint has been satisfied by supplementwarehouse.com with the issue of the credit for the non-shipped items to my credit card.  I appreciate your intervention in this matter and for that I sincerely thank you.  Any questions please contact me.[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.  The Management at SupplementWarehouse.com have personally contacted me and personally apologized.  They reviewed my timeline of the order, processing, billing, communication, fulfillment, and shipping procedures; they accepted responsibility that led to my order not being completed.  All along, I only wanted to alert them to my disappointment as a result of their past inefficient methods involved in handling an order (start to finish; and what to do when possible problems arise).  Considering the specifics of my concerns, and what I was told, they have addressed the problems that affected myself and others.They offered me an assortment of supplement samples, and a $10 voucher off my next order.  I feel this as fair, I trust that I can depend on them again, and I will certainly from them again.Thank you to both the Revdex.com, and to SupplementWarehouse.com for resolving this issue!
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]

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.We do not accept Supplemental Warehouse’s response because they are falsely claiming that they have issued a full refund.  They have still failed to credit the credit card that they immediately charged the order against long ago, even though they should have known that the product was not in stock to ship.  Now they are being untruthful to the Revdex.com as well as us, hoping we do not notice or check.  Unfortunately for them, I just checked my Visa account and there is no pending or processed charge for a full credit from the company. They have repeatedly denied our request for a refund.  We will be filing a complaint with Chase Visa, requesting a chargeback to get our money back, and filing many other complaints about this company with many regulatory agencies and websites.  My legal training will help me with this process. This company is truly a scam operation and should be stopped. 
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 12/23). 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 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