Supplementwarehouse.com Inc.

This was my third and last order from Supplement Warehouse. To their credit I had no negative experience with the first two orders, except that shipping times were a little slow as compared to other retailers, but for the price they offer (price match) I could wait a few extra days. However with this previous order I will never order from them again. I placed a single item order on a Saturday with the expectation that it wouldn't process until Monday. I waited until Thursday to check the status of the order and to my surprise it was still labeled as "In Processing". I patiently waited until Saturday to check again. After seeing the same result I decided to call the customer service desk. I sat on hold for 53 minutes before I spoke with a Rep who simply and rudely explained to me that they have up to 10 days for processing and that my order would be processed that week, then ended the conversation. On the following Monday after still no update, I sent an email to the helpdesk team, to which they responded that my item had been backordered, no big deal, only there is no way to tell this from the website, no one informed me after 8 days (6 business days) that this was backordered, and after an hour long phone call and 15 second conversation, the lovely customer service rep didn't bother telling me this. Per the request of the email I responded and asked to swap out the flavor I ordered for another one. After waiting 3 days for a response that I never received I decided to call the customer service phone number again. After only a 38 minute wait this time I got through and was told yes this product was back ordered, and I could exchange the flavor. After making an exchange request and placed back on hold, I was informed that there were only 3 flavors in stock, all basic and not what I wanted. Not wanting to wait any longer for my now 2.5 week old order I made a decision and was told that it would ship out later that day. The following day to my surprise I did receive shipping information, unfortunately it is suppose to take 7 days to arrive. Was I in any way compensated for my trouble? No. Will I ever order from supplement warehouse again? No. They have a great price but some things are just worth the money, in this case, its satisfaction. If you want to be satisfied with a purchase and experience do yourself a favor and order from someone else.

Ordered from this company a few times and each time they provide terrible customer service and the products are not shipped for a very long period of time. Their website states items are shipped within 10 business days. They do not inform you that several of their products are back ordered and take a significant more amount of time to be delivered. Calling customer service almost always results I being disconnected due to large call volume.

Worst online company I have ever dealt with. Calls themselves a warehouse, but every order I have placed has required a backorder for some reason. Phone systems are terrible. Can't get through to speak with anyone to discuss order status. Not a single order has shipped in the 10 business days they specify. The e-mail help line is equally useless. They say they will respond in 24 hours, but if you get a response it is usually 3 or 4 days later. Order at your own risk. You won't know if you are going to your order or not until it just miraculously shows up at your door one day.

Worst customer service ever! I rarely write reviews but this experience was so bad I feel it is my duty to let others know not to waste their time. I have ordered from this company for almost 5 years and have been satisfied with the experience up until my most recent order. I placed order a week and a half ago-- nothing has been delivered (they tout 1-3 days typical) and it has been complete radio silence from the company. I started calling to check on the order a week into not having received the product nor any email updates regarding the status. On my first call in- I was in a good mood, the "customer specialist" was not helpful in the least nor apologetic or empathetic. She stated that usually they ship in 1-3 days but 8 days is with-in their policy so the fact that a week had gone was fine by their standards and I should be receiving it soon. Two days later still had not received anything, call to speak with a supervisor- was sent to voicemail. No one called me back. Today I called again to ask about the status of my order- customer service person said it had not shipped and must be out- they can send me another flavor or product-- I asked why somebody could not have let me know that 9 days ago and we could have figured something else out. She did not have an answer for that. I asked to speak to a supervisor and got sent to voicemail again. This company sucks as far as I'm concerned- has thrown off my workout regiment and wasted a lot of my time.

Review: I placed an order and have yet to have any updates on my order after giving my credit card information. I have called multiple times to talk to a customer service representative, and every time they state there is an 'unusually high call volume' and 'are unable to take your call at this time'. I have emailed from the "Help Desk" on their website, twice, and still have no responses from the business.Desired Settlement: I would like the items that I have ordered to be delivered to me, as any one would expect. Otherwise, I'd appreciate a refund if this cannot be accomplished.

Consumer

Response:

I did hear from the company, and it was resolved by not placing another order with them and having them give my money back.

We placed an order with Supplement Warehouse on February 4th, 2016. They took our money and "posted" the order on February 7th. Today is February 20th, and there is no sign of our order. We tried to call them, and their phone is "not accepting calls due to the high volume of calls". We emailed the help desk, and got an automated email back that resolves nothing. What a scam! They have definitely lost our business.

Review: This company is providing false advertising. They claim they will match any competitors price. I placed an order on February 29. The finally delivered a portion of my order two weeks later. They did not deliver any items in which they were to beat the competitors price. I've sent numerous emails to the company. They claim my other products are on backorder. These are widely available products, and you can go to their site and still order them. They refer me to an 800 number to contact, but every time you call there is over a 60 minute wait.Desired Settlement: I want the remainder of my order delivered, or a full refund for false advertising.

Business

Response:

We apologize for the unsatisfactory experience of this customer. This customer's order was delayed beyond our policy allowances and but all parts of the order were fulfilled and were honored at the submitted pricematch price. We show the initial order being sent out 3/10/2016 with an item that was pricematched, the second portion shipping out 3/23/16 also including a pricematched item and the final item shipping out 3/29/16. This final item shows no pricematch. 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]

Consumer

Response:

[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.]

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,

April 28, 2016 I ordered a face cream on their website price $22.00 , I placed the order on the 1st week of April 2016. I called on April 15, they said special orders not available in store are back oders .I received email April 22,2016 that it was shipped. It is now April 29,2016 I never received it. I am now contacting my bank so they can despute with this company for my refund. I am Not happy with this company at all. I Will not purchase again ever from this company.

After 3 weeks I have still not received my order nor have I been able to reach anyone at the business for any answers. Ive tried emailing and calling with no luck. They did charge the order to my credit card though.

I ordered about $100. worth of goods online Mar 14, 2016 and received ack email same day. Two days later (16th), nothing further heard I tried calling the help desk several times - always 'higher than anticipated call volumes'. Went to online help desk, querried 'where is my order'. Automated response says 'up to ten days to ship' - too long so I immediately return to help desk and select 'Cancel the Order'. Auto response says 24 - 48 business HOURS for update to take effect and 3 -5 business DAYS for changes to appear! I note that the money left my bank acct on 16th. Mar 18th I get email telling me my goods are on BACKORDER and would I like to substitute. My immediate response makes it clear to them that this order was cancelled on 16th and I am expecting my refund by 23rd. Mar 23 I get e-mail 'Confirming the Refund'. I suppose now they expect me to wait 3-5 business DAYS before I get my money back! At least ten times since this started I have tried calling them and they ALWAYS have higher than expected call volume - I have NEVER succeeded is talking with a person! They do not have Paypal, and I think I can see why.

The website states shipping in 24-48 hours. Over a week after I ordered I was told that one of my two items are on back order so the other item will be shipped first. A few more days have gone by and nothing has been shipped yet. No communication either.
I email the customer service department & all I receive are generic emails stating that the items will be shipped in 24-48 hours.
What a terrible customer service experience. I very much regret ever placing my order. I will never use this company again. I highly suggest you look for an alternative. Their slightly cheaper prices are not worth the hassles, especially when you run out of supplements due to the slow shipping and have to buy them from another company anyway.

Review: I had ordered a medicine/supplement and they said it is on backorder. So I tried to call them multiple times and nobody ever picks up the phone, answers email. The line gets disconnected after a few rings. I just want my money backDesired Settlement: I would like a REFUND in full amount for the medicine

Business

Response:

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]

Review: On6/20/2013 I made an online purchase and used my visa checking account card to pay. On 6/22/2013 I received a call from [redacted] asking me about a couple of purchases that were on 6/21/2013. I told them I didn't make any purchases on that date, that the last one I made was Supplement warehouse on 6/20/2013. The bank said they suspected they were fraudulent and closed my card immediately. Before the bank could cloce my card the hacker hit my card a third time for a total of $398.74. This was very disturbing and stressful to me. I had recently been temorarily laid off and what I was supposed to live untill I received my first unemploment check. I called Supplement Warehouse home office on 6/24/2013 to tell them that on 6/20/2013 I made an online purchase and to complain that their website was not seccure. That I noticed it was not encripted and that the next dat I was hit by a hacker for about $300.00 (at the time I didn't know about the third hit). They told me they don't get calls like this, I said you can't say that anymore because you just did.They took my information and I have not heard back from them.Desired Settlement: Did they invesigate what happend. What steps would be taken to correct this problem. Like I said the site is not encripted but the site says it's [redacted] secure. Did one of their employees use my information? I don't know. I would like to use the site again. They have good prices but I don't feel safe. It seems like a company should show some concern, be apologetic and maybe even offer some compensation for the stress and aggravation this ordeal has caused me.

Business

Response:

The following email was also sent to the customer 7/10/2013 via the SupplementWarehouse.com help desk. We have also emailed the customer a discount code toward a future purchase. At this time we have not had a breech in our system and we are aggressively investigating the complaint. If the customer would still like to place an order with our site, we will be happy to offer an alternate payment option.

Email sent to customer;

We thank you for bringing this matter to our attention as our

customer's privacy and safety is extremely important to us. Any reports

of fraudulent activity are taken very seriously and all are thoroughly

investigated. We have submitted a copy of your order to our IT

department for them to examine our site and credit card processing

during the time that your order was placed. We have not experienced a

breach in security and have thoroughly checked our site. If we have

further information or need additional information from you we will

contact you.

SupplementWarehouse.com processes almost 30,000

orders every month. The number of complaints we have received on this

issue currently and over the 16 years is staggeringly low for a merchant

this size. If a company the size of SupplementWarehouse.com was truly

negligent with their credit card processing, their web servers would

have been turned off a long time ago by one of several governing

authorities.

• We are currently displaying the [redacted] SECURE™

trustmark which only appears when SupplementWarehouse.com has passed

their intensive, daily security scan. [redacted] tests for possible personal

information access, links to dangerous sites, phishing, and other

online dangers. Here is a link to our active status:

• We are using the Comodo Extended Validation (EV) "green bar"

SSL certificate. The Comodo (EV) is the highest assurance certificate.

The green address bar, exclusive to EV SSL, provides visual assurance

that the site is verified and secured.

• We are PCI compliant.

PCI security standards are monitored internally and externally as

mandated by Master Card/Visa Level 3 compliance standards. Security

standards are not just a responsibility of SupplementWarehouse.com, it

is enforced by MasterCard/Visa to even be able to accept

Mastercard/Visa. We successfully and responsibly processed tens of

thousands of credit card transactions every month.

Your

satisfaction is very important to us, if you need further assistance

please feel free to rcontact one of our customer

service representatives at 1-800-545-8012.

Thank you for choosing SupplementWarehouse.com, We appreciate your business!

SupplementWarehouse.com

Customer Service Team

Consumer

Response:

[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.]

I don't think we will ever know exactly what happend. I am using a notebook computer with a wireless router and don't know if someone can pick up my sigal, encription on Supplement Warehouse website would be nice. It's discouraging that with todays technology an answer cannot be found as to what happend. when the fraudulent transactions were pending Comerica Bank couldn't track where the money was going. I have shopped online many times without ant trouble but Supplement Warehouse is the first one that wasn't encripted. Like I stated in the complaint their prices are good. I may want to shop there again but obviously something happend and after this incident I don't feel safe making an online purchase again with Supplement Warehouse. If I make any more purchases from Supplement Warehouse I would probably place an order by cell phone (I do not have a landline) and send them a check.

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.

Review: I ordered from SupplementWarehouse.com on the 16th of March in the amount a $131. The 24th I reached out to see where my order was, I was given the normal, we are working on shipping your order and we will get back to you. I waited past the weekend till the following Tuesday, 28th, asked again about my order status, where I was met with still more Silence on the actual status of the order, but the same song and dance was given to me, we will look into it yada yada; both of the responses came with out a signature, leaving me no way of holding anyone accountable for incompetence.

The following day, still no actual reply form a person, I received a back order notification for half of my order, again, third time, reached out and reiterated my disdain for them and now I will never order from them again. Each time email support I demanded my order be canceled or I will do a charge back and deny delivery of my packages, now plural since it was shipped half fulfilled.

Presently I am writing this and I will do the charge back to Supplement Warehouse.Desired Settlement: No inventory, I want my money, I have no need or intention of patronize this company anymore

Business

Response:

We apologize for the unsatisfactory experience of this customer. Part of 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 3/30/2016 and the back-ordered portion was shipped on 4/1/2016. We do not show any record of a charge-back being filed, nor any request to cancel outside of this customers Revdex.com complaint, therefore the products were shipped, and no refund was issued.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, Samantha

The company boasts on their quick shipping and 24 hour customer service responses. I spent nearly $300 dollars and nearly a week later my order hasn't even shipped. Four days since my original inquiry and they haven't responded to my question. I won't be spending my money here anymore.

Horrible customer service! I placed an order with these guys online on Nov 25th, 2015. My order still has not shipped out! Here is the email they sent me when I inquired about it:
[redacted],
We've checked into the status of your order and do not see any unanticipated delays at this time. If you did not receive a tracking number, you should receive one shortly. Average orders will arrive in 5-7 business days and should not arrive later than 10 business days.
Most of our orders do ship in 48 hours, however, delays may occur because of sales surges, promotions, or time in transit between our warehouses and order fulfillment center.
Thank you for choosing SupplementWarehouse, We appreciate your business!
SupplementWarehouse
Customer Service Team
It is now Dec 9th, 2015 and I still have not received a tracking number. To make matters worst, they are not picking up their phones. They just keep telling me my order will ship out shortly everytime I email them. If you ever order from them when they are busy, expect to receive your order in two week to a month or more.

Review: SupplementWarehouse.com is billing people, taking their money and not shipping out the products. Their customer service is non-existent, and they do not return emails nor answer phone calls. I have called three times and emailed five, in the last three weeks. Their are NUMEROUS complaints on their Instagram page from customers in the same scammed postilion as I am.Desired Settlement: Full Refund

Business

Response:

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]

Consumer

Response:

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,

My "order" was completely ignored and my many, many attempts to contact cust. Service we're also ignored. I requested a full refund for this order and was ignored. The "packages" they're describing didn't arrive until a month after my order date and they were rejected and sent back. STILL I have yet to receive my refund.

Business

Response:

We show that this customers orders have already been shipped out. Order #[redacted] shipped via USPS shows successfully delivered to the provided shipping address on 4/4, and back-order #[redacted] delivered via FedEx on 4/26. We apologize, however the request to cancel was not received in time to process before the order(s) shipped. This customer was sent this information via our Helpdesk, in regards to returning the products for a refund: If you still do not want this order, simply refuse the order and we will issue a credit to the credit card on file once it is returned to us.It is important to us that you are completely satisfied with your purchase. If for any reason you are not completely satisfied, we will gladly refund or exchange your items within 45 days for their purchase price.Send your carefully packaged purchase and a copy of your packing list or receipt to our Returns Department. ATTN: Returns DepartmentSupplementWarehouse.com2440 Corporate Preserve Dr.Oak Creek, WI 53154• 45 days is calculated from the day your original order was delivered to your address• Only one opened container of the same product will be accepted for a return, provided no more than 25% of the product has been removed• Original shipping and handling fees are not refundable• Chocolate bars, liquids, and other products that can either melt or freeze are shipped at your own risk and are non-refundable• Gift Certificates and or Store Credits are non-refundable• We will honor manufacture returns or refunds directly related to any manufacturer “money back” product performance guarantees within the guidelines of the manufacturer*Defective, Damaged, Incorrect and or “Guarantee Fresh” items may be an exception to this outlined policy – Contact US for details or questions It is past the 45 day return period, but we are willing to extend that policy for this customer if they wish to return the product(s) for a refund.

Spent over a $100 on supplements... Waited a week and a half for my order to be shipped and finally just canceled it and I'm going somewhere else. I've been told bodybuilding.com is a much better company. Had to call 4 separate times trying to get it sent out. I was told it would go out that same day or the next day on the first phone call. The next 3 calls took place 5 days after the first call. I was originally told by an automated message there was an unusually high call volume and I would have to call back. When I called back, I was put on hold only to be hung up on as soon as a person answered. Phone call number 3 on this day alone... I was on hold for 20 minutes and sent to someone that clearly didnt care and wouldn't let me talk to a supervisor. I had to leave a message for a supervisor and was told I would get a call back by the end of the business day but of course that didn't happen. Thanks supplementwarehouse for wasting my time and giving me the run around! I'm going to tell all of my friends in fitness, military and law enforcement about how disorganized your company is and poor customer service you give.

Absolutely ridiculous! I made my order on 4/7/16 and have yet to receive a tracking number for shipping. Not only has it been more than two weeks where I still don't have the products I've paid for but I don't even know when I'm going to receive them... TWO WEEKS have gone by and no answer, not even an email to explain the delay. Exact same thing happened last time I ordered from them and finally after many frustrating calls and three weeks of waiting I received my order. Everytime you call to speak with someone it takes over an hour and when you do get someone on the phone, they give you a passive explanation and explain there's nothing they can do about it. Hands down the worst supplement retailer on the internet. Do yourself a favor and spare yourself the the brain damage and lost time trying to deal with these guys.

Processing is very slow, the only thing they offer is cheaper prices. I saved $10 versus bodybuilding.com. I guess just order two weeks in advance if you want to use them.