Supplementwarehouse.com Inc.

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 company has sent me a couple of contradictory emails, on one hand they claim they had shipped the product at the end of February on the other hand they just recently sent me an email stating that the product had been shipped. Either way, the product never arrived. Where´s the product I ask myself? This is NOT acceptable, I had never had this type of problem before in my life.
[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:
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. 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 3/10/2016 and the back-ordered portion was shipped on 3/30/2016. 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]

This customer paid for and ordered a total of 60 servings for the price of $49.99- the item that was paid for was what was shipped. The promo that this customer is referring to for a total of 90 servings has a cost of $59.98, and a different item ID number- this was not ordered by the customer per their invoice and order information. While there may have been an ordering glitch, the customer only paid $49.99 and not $59.98. Proof of the difference was previously emailed to this customer when they originally inquired through our Helpdesk. To resolve this issue, we would be willing to either issue a full refund for the $49.99 if the customer ships back the C4 60 servings that was sent (with a pre-paid return label), or if the customer is willing to pay the difference for the additional C4 30 servings for $9.99 we can ship that free of charge. Our Social Customer Care rep will be emailing this customer directly to give the same options.

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 4/13). 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.com Best Regards,  [redacted]

We apologize for the unsatisfactory experience of this customer. This customers order was delayed beyond our policy allowances. We believe that this is unacceptable and we are taking actions to ensure this does not happen again in the future.The customer’s order (Order #[redacted]) has since been...

shipped and we show the status as Delivered / Closed. The package left our facility on 4/26 and shows as delivered to the address provided.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 4/25 in regards to the back-order. 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)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.  Today the credit showed up on my credit card account.  Therefore, I am satisfied.  Thank you for your service in getting this resolved.  I don't think I could have gotten resolution without your assistance.  I greatly appreciate everything!
Regards,
[redacted]

We apologize for the unsatisfactory experience of this customer. This customers order was delayed beyond our policy allowances and was ultimately cancelled and the customer has received a full refund. 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]

[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 11940021, and find that this resolution is satisfactory to me. 
Regards,
Andre M[redacted]

We apologize for the unsatisfactory experience of this customer. Part of this customers order shipped, and part was delayed beyond our policy allowances and ultimately has been cancelled and a full refund has been issued (as of 11/2/16). 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.

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 instructed, the customer has contacted your help desk via e-mail on 2/2/2017 requesting the billing changes and re-submission of the refund check.
Regards,
Chrystal [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 12/19). We believe that this is unacceptable and we are taking actions to ensure this does not...

happen again in the future. Please note, this customer had the option to submit a cancellation through their account, however we had no record of a request for a refund until this complaint. 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 recent 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.

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]As if 9/9/2016 No attempt to contact me by a manager has been made. I haven't seen the credit on my card either. For all of what they've written, they haven't honored anything they've said so far.

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. Thanks for the response. We did get our missing portion of the order but are still missing the pill container. We placed this order weeks ago and never received any type of delay communication. Furthermore this promotion that site was offering was still showing as in stock even though we were told it was backordered from our phone call with the representative. I still am at a loss of words on how this company can sale something they knowingly isn't in stock. I dont know when we are to be getting this call from someone as we never got a callback the last time we were told a supervisor wouldn call us back. 
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
Mitchell Craig

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. This customers order was delayed beyond our policy allowances and ultimately the back-order portion has been cancelled and we have issued a full credit for the items we were unable to ship. 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 delayed beyond our policy allowances and ultimately cancelled per the customers request. We believe that this is unacceptable and we are taking actions to ensure this does not happen again in the future. The...

customer received a "bogus" tracking number because it was in process of shipping while we initiated the cancellation process. The tracking number that was assigned to the order, an auto-generated email was sent out, but it was never uploaded into the carriers system because we intercepted the order and cancelled it as the customer requested.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]

[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. This customers order was delayed beyond our policy allowances and ultimately has been cancelled and a full refund has been issued (as of 1/23). We believe that this is unacceptable and we are taking actions to ensure this does not...

happen again in the future. Refunded amount of $60.10 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.Again, I offer my sincerest apologizes to this customer on behalf of SupplementWarehouse.com