Supplementwarehouse.com Inc.

This company has the worst customer service I have ever experienced. I placed an order with one price only to have them confirm and then send an email with a higher price. They charged my account at the higher rate but did not ship my product. I called to question this and was told my order was going through a verification. I verified my information over the phone and was told my order was being processed. I then later received an email asking for verifciation within 24 hours or my order would cancel. This came on a Friday evening and their customer service is closed on weekends. I called on Monday to be told once again my order was being processed. I probably spent in excess of an hour holding with 3 calls. I then received an email 2 hours later telling me my order was cancelled because they had called my bank and they would not give out my information. I would have to call them and provide a different credit card. I looked them up online and saw they have numberous complaints of customers having fradulent charges show up on their cards after using this sight. I am thankful my bank wouldn't give them any information.

Review: I placed an order with this organization on 04/10/2016 with the impression per shipping method, that my order would be shipped out in 2 business days. I checked their website on 04/13/2016 for the status of my order, and it states that my order was cancelled. I did not cancel my order. My money was also not refunded. I called their Customer Service and got a voicemail on several occasions which told me to call back later. I sent an email as well on 04/14/2016 and have not received a response yet, only automated. I can not speak with anyone about my order and I believe they are keeping my money.Desired Settlement: I would like for immediate action including delivery of my order or immediate refund of $50.73. If my order cannot be delivered immediately I would like a full refund including shipping and handling.

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 (as of 4/20). We believe that this is unacceptable and we are taking actions to ensure this does not happen again in the future.

Review: I placed an order and did not receive all of it. I was told the rest would ship out within the next week and It has been 4 weeks and I still have not received it. I tried to contact this company via phone and email and did not receive a response. I have already been charged for the full order despite not receiving it.Desired Settlement: Fulfill my order or refund my money

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 3/10/2016 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]

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,

Review: I have ordered from this company back in December of 2015, after 10 days I still did not receive my order of 300.00 plus. Finally my order came Jan 16, 2016. I wanted to trust the company again and I ordered again on Feb 25, 2016, it is now March 22, 2016 and I still not have my order. I have place 3 emails and have tried calling to no avail. I'm very frustrated with this company. I want my money back. They also withdraw your money before the products even shi.pDesired Settlement: I want a refund from this company

Business

Response:

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]

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,

Review: I ordered from them in the past; and like so many other online stores, it would shipped within a few days, and I typically received my ordered item(s) within a week. Based on these Revdex.com complaints, it looks like they are making progress to destroy their once stellar reputation.

I ordered this time Mar 7th 2016; they charged my credit card the next day. After 2 weeks, I did not get any notification of my order being shipped. I tried to call every day, and tried several different times a day with no luck. They answered my emails days later with generic "copy & paste", and never specifically answering my issue.

Today (March 24th), I actually talked to someone (I was on hold for 41 minutes). - They told me the main item is now out of stock - as of this week!!! They asked me to wait for back-ordered item. I asked to cancel my order and issue me an immediate refund.

I was & am completely irate & furious. Their laziness is the reason I was inconvenienced!

There are so many fitness supplement "Super stores" and warehouses online, this one (SupplementWarehouse.com) should not be considered an option.

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 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. (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]

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. 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,

This business is truly an odyssey in the fact that they are still in business treating customers as they do. I wish I had read the reviews before submitting my order. I wouldn't have made such an itic mistake. First when you place your order they are going to wait two days to send you an email stating that since you are a first time customer that need to verify all of your information. After that has been done then they take another 2-3 days to process the authorization.
It get's better. When you call to verify the information you will be put on a call list with a recording telling you how many callers are in front of you. No, I didn't say list as in you leave your number and they call you back. Nope you sit on the phone just like the insurance commercial and it randomly tells you how many callers are in front of you. It is usually about a 45 minute wait. Then when you have to call back to see why your order hasn't shipped.......and you will, you will go through this procedure every time. I has the recording telling me I was the 1st caller in line and it was still another 42 minutes before someone came on the line, to tell me my order would ship withing the next 5-10 days. We were currently on day 7. So basically 17 days to ship. I cancelled my order and ordered with another supplement company whom shipped my order the same day and was at my door on the 3rd day.
Please do yourself a favor and keep shopping. This company will soak up your time like a sponge. If you are shopping for Christmas then by all means go ahead, you might get your order by then.

Have been a customer for a few years now, never had a problem until the end of 2015. Placed an order which according to their website never changed from processing. Gave it a week and sent an email, got a "canned" response apologizing. A few days later sent another email requesting more info, got another canned response. Called customer service and was disconnected due to "heavy call volumes cannot take call at this time" and the next few times I called their touch tones didn't work so you couldn't select your option. 21 days later, 14 emails and 51 minutes on hold to find out my product was out of stock and it would be another week. Order cancelled left a message with Corporate to my surprise I haven't had my call returned. This place has gone downhill and fast, will never do business with them again.