Dear Revdex.com, Buyer's original complaint states that the date discrepancy involves bottles of item SW The buyer claims that in April these bottles were ordered and received with a manufacture date of March Per our guarantee of potency and freshness, the best by date would be March for these bottles However, items that near their best by date are pulled from warehouse selves when they reach days prior to the best by date Please be aware the best by date is based on the last day of the month In their initial contact, they claimed to have attached a picture of one of the bottles to their email However, no picture arrived with the email for inspectionWe have requested the return of these bottles so the buyer can be refunded and buyer is refusing to do so Due to the quantity buyer claims is involved, we require the return of the bottlesOur decision is based on the review of buyer's account with us We have determined the buyer is likely reselling the items, using us as a drop shipper for their own business venture, and also using freight forwarding companies for delivery of our product Swanson brand items are licensed and not labeled for resale Swanson brand items are intended for personal use onlyWe are confused as to why the buyer is adamantly refusing to return the items to us as requested This will not allow us to also inspect the items they claim to have received To return the bottles, the buyer simply needs to package them appropriately, affix our prepaid label to their package, and take the package to any USPS location However, based on the knowledge the buyer is using freight forwarding companies to ship their orders to other countries, they may have to pay for return shipping out-of-pocket Again, we will gladly refund upon return of the bottles the buyer claims have late dates which will give us the opportunity to inspect what they received and perform necessary follow ups As to the request for information on compliance and quality, this can be found on our websiteAttached to this response is information regarding manufacture dateshttp://www.swansonvitamins.com/content/standards.html Our goal is to provide the best customer service possibleIf you have any questions regarding our products or services, please feel free to call us toll-free Monday through Friday at ###-###-#### between the hours of 8:a.mand 5:p.mCST You may also reach us via email at [email protected], or online at www.swansonvitamins.comSincerely, Angie L Swanson Customer Support Services Team Lead
Initial Business Response / [redacted] (1000, 5, 2016/02/29) */ Hello, Thank you for your patience as we reviewed this information First, we greatly apologize for the issues you experienced with this orderAs all of our calls are recorded, we will be pulling this specific call and it will be forwarded to the appropriate member of our management staff so that the representative may be coached on what to do in this situation While we are able to remove the prices from an invoice, we unfortunately are unable to remove the billing and/or shipping address from being printed on the label that is provided in the packageWe apologize for this inconvenience For future orders, if you are uncomfortable with the receiving party seeing or knowing your billing address, we would suggest having the package sent to yourself firstOnce you receive the package you may certainly forward to the recipient and list whichever address you would like as the return address Again, we are very sorry for any trouble causedShould you have any other concerns, please contact us back Thank you and take care Our quality, value and customer service have made Swanson Health Products a trusted source of nutritional supplements since To help us build this privileged relationship with you, we welcome your comments and suggestions, as it is our pleasure to serve you at any time Kimberly B Swanson Health Products Customer Service Supervisor [email protected] www.swansonvitamins.com [redacted] Initial Consumer Rebuttal / [redacted] (3000, 7, 2016/02/29) */ (The consumer indicated he/she DID NOT accept the response from the business.) Dear Revdex.com Rep, The fact that the address cannot be removed from the invoice should have been communicated to me during this long phone callThe Swanson Rep, should be able to inform me about this, this is the sole reason why I called them to make the orderThis is more than an inconvenienceThe company did not protect my personal informationI continue to be very upset about thisAlso, Swanson never returned to me about the call I am still waiting for their response Final Business Response / [redacted] (4000, 9, 2016/03/07) */ Dear Revdex.com, Our sincere apologies have been extended to the customer regarding the issues with their most recent orderWe try our best to make sure that mistakes do not happen but unfortunately we cannot prevent them allAll of our agents receive extensive training to ensure they provide correct information but even with extensive training it is possible for a rare mistake to happenWe cannot apologize enough for the frustration this has caused the customer One of our supervisors has been corresponding with the customer via emailThey have informed her that while we are able to conceal the prices on our invoices unfortunately we are unable to conceal the addressWhile we can certainly understand the customers concern regarding the address the only individual that would have been able to see the customers address would have been the customer's friendThe billing address is not located on the outside of the package; it would only be listed on the invoice inside the box We are only able to keep our call recordings for days for security reasonsThe first contact we had from the customer was received on 2/20/16, which was days later, so we were unable to listen to the actual call In regard to the desired resolution unfortunately we are sorry but will not be able to provide the customer with free vitamins for a yearWe will be sending the customer a coupon to use on a future order Once again we sincerely apologize for the customer's frustration in this matter and the situation surrounding the order Thank you, Swanson Health Products
To Whom It May Concern: Our records show that Mr [redacted] contacted us over the weekend asking why we did not charge him for the reshipments and simple refund him for the originals We responded and advised that as the original packages were not received initially that replacements are sent at no charge This is a smoother process than refunding for originals and charging for reships Furthermore, we would only charge for reshipment packages if all shipments, original and replacement, confirm deliveredUpon confirmation of delivery of original shipments, we can charge for the additional packages that were sent no charge At this time, all packages for orders [redacted] and [redacted] , originals and no charge replacements, have tracked as delivered either to the front door of the shipping address or a parcel delivery locker at the shipping address Therefore, we are processing two charged of $63.90, one for each order in question, as tracking confirms delivery of all packages Each charge will be processed to the American Express used as payment by the customer ending in Delivery confirmations are attached to responseOur goal is to provide the best customer service possibleIf you have any questions regarding our products or services, please feel free to call us toll-free Monday through Friday at ###-###-#### between the hours of 8:a.mand 5:p.mCST You may also reach us via email at [email protected], or online at www.swansonvitamins.comThank you for choosing Swanson Health Products for your natural health care needsIt has been our pleasure to serve you and we look forward to helping you and your family maintain the best of health for years to come Sincerely, Angie Swanson Health Products Customer Support Services Lead
Initial Business Response / [redacted] (1000, 8, 2016/03/04) */ Dear Revdex.com, We sincerely apologize for the frustrations the customer experienced regarding their recent attempts to use PayPal when placing an order on our websiteWe have been working with PayPal directly to try and resolve the issue that the customer is referring tooThe issue does not seem to be consistent as we have several customers that successfully use PayPal each day, but we also have a handful that are unable to get the payment to processPayPal has a feature where, if the method of payment the customer selects is declined or expired, and they have other payment methods on file, the customer should be redirected back to the PayPal site (and see an explanatory message) rather than being sent back to our siteBecause we use a third-party for our payment processing there may be an issue with this redirect and that could be causing the blank screenThis is only one of the potential causes but we are diligently working directly with PayPal to resolve the issue that some customers are experiencingWe allow PayPal to be used with all of our promotional discounts and during our big sales, we do not discourage the use of PayPal during those sales by making it difficult to useAs a company we want to make the online shopping experience as seamless as possible which is why this issue is on high priority to get resolved As for the customers desired resolution, we have mailed a letter, via US mail, apologizing for lost time they experienced while trying to resolve the PayPal issueWe can assure the customer we have not changed our payment policy and we do still accept PayPal on our website as a valid payment option Again we sincerely apologize for the inconvenience to the customer in this matter To your good health, Swanson Health Products Initial Consumer Rebuttal / [redacted] (3000, 11, 2016/03/07) */ (The consumer indicated he/she DID NOT accept the response from the business.) It doesn't matter if there is only a "handful" of customers that experience the problemIt should be their policy that NO customers experience the problems Plus, the problem is NOT on my end of things as PayPal has never declined my payment and nothing with my account has expiredPlease don't try to blame a customer for a problem or glitch your company is experiencing! Also, if they are diligently working to take care of the problem why is it still happening and not taken care of? They are sure quick to tell the buyer to use another form of payment when their site doesn't accept PaPalI wish they were that fast at fixing the problem Final Business Response / [redacted] (4000, 13, 2016/03/08) */ Dear Revdex.com, We apologize that the customer felt that we were trying to blame them for the issue, which was not our intentionWe were just informing them of one of the potential causes we have found thus farWe realize that this is not what is causing issues for everyoneWe agree that no customer should have to experience these problems and we hope to have a solution soon so that customers no longer experience the issue Thank you, Swanson Health Products
To Whom It May Concern: Regretfully, we’ve cut business relations with Mr [redacted] due to the nature of his calls and demanding nature Mr [redacted] has a history of excessive calling, unprofessional behavior, excessive demands, and general uncooperativeness during his numerous contacts with us We reserve the right to refuse service to any customer should they become abusive of our representatives and policies, unprofessional, or unprofitableMr [redacted] would contact us for various reasons which were address accordingly If items needed replacing, they were often with the instruction original items needed to be returned General returns were refunded accordingly when received On several occasions, Mr [redacted] contacted us regarding missing returns but was unable or refused to provide us with the necessary tracking numbers we provide on our pre-paid mailing labels to track said returns In regards to not receiving full refunds, Mr [redacted] was fully refunded for items returned that were paid for Items sent no charge in reshipments are not refunded unless we receive both the original item and the reshipment item backItems purchase as a BOGO receive a prorated refund if only one of the set is returned Mr [redacted] has been fully refunded accordingly for any returns or credits applied to orders prior to chargesAny additional returns Mr [redacted] would like to make after we severed business with him will be processed accordingly should he choose to return anything Any returns must be returned in accordance with our return policies, such as within one year of date of purchase The supporting information is attached If, due to the large amount of data, it does not appear attached, it is also submitted separately to Thaddeus L, our Revdex.com point of contact Included is the invoices and order notes from the past six orders, a spreadsheet of the last eight orders placed showing a net loss The figures do not include representative cost for phone, email or chat contacts by Mr [redacted] Some representative log names have been redacted as they include last names Additional information of order notes are available upon request that reflect the same behavior throughout most of Mr [redacted] ’s ordering history Our goal is to provide the best customer service possibleIf you have any questions regarding our products or services, please feel free to call us toll-free Monday through Friday at ###-###-#### between the hours of 8:a.mand 5:p.mCST You may also reach us via email at [email protected], or online at www.swansonvitamins.comThank you for choosing Swanson Health Products for your natural health care needsIt has been our pleasure to serve you and we look forward to helping you and your family maintain the best of health for years to come Sincerely,Angie Swanson Health ProductsCustomer Support Services Lead CONFIDENTIALITY NOTICE:This e-mail message is intended only for the named recipient(s) above and is covered by the Electronic Communications Privacy Act U.S.CSection 2510-This e-mail is confidential and may contain information that is privileged or exempt from disclosure under applicable lawIf you have received this message in error please immediately notify the sender by return e-mail and delete this e-mail message from your computer
To Whom It May Concern: Our records show that Mr [redacted] was sent an order confirmation and shipping emails to the email address on file as [redacted] Our records show an order confirmation email sent 6/25/at 10:p.mCST, a shipping email on 6/27/at 9: a.mCST and a delivery confirmation email sent on 7/8/at 1:p.mCST Mr [redacted] contacted us on 7/5/stating he received an email for package delivery on 7/5/2017; however the delivery email was not sent until 7/8/when the package was deliveredWe provided the information regarding the business days allowed for delivery during the callThis information is also posted on our website where Mr [redacted] placed the orderMr [redacted] was advised he could have a refund after delivery and with return of the package once it was delivered Mr [redacted] promised to return the delivered package in order to be refunded immediately As the package was delivered on 7/8/which is the 7th business day from shipment and a refund was issued on 7/5/to be processed through Pay Pal, Mr [redacted] needs to return the package as he promised Attached are the order notes showing dates of contact and information that we refunded for the order on 7/5/ Also attached is the tracking information confirming delivery on 7/8/and the standard shipping information posted on our websiteSincerely, Angie LCustomer Support Lead
To Whom It May Concern:To Whom It May Concern:Our records show that we have been in email contact with the customer Records show that Mr [redacted] emailed us on 4/27/that the shipping address for his order [redacted] was incorrect The order was placed online via our website on 4/23/ The shipping address selected is shown in order recaps and after order submission on the thank you pageAn order confirmation showing the shipping address approved by Mr [redacted] was sent on 4/23/ Any of these times would have been the opportune time to make the correction online before order completion or contact us to make the correction Unfortunately, Mr [redacted] did not contact us till 4/27/after shipmentMr [redacted] has only updated his billing address on his online account Records show the only recent attempts to update the billing address were on 4/23/ The shipping address [redacted] , ***, [redacted] ***, FRAMINGHAM, MA USA still remains in his address book of shipping addresses We cannot remove this for him.Currently, the order is in transit and in the hands of Fed Ex Fed Ex will transfer package to the local USPS of the shipping address for final delivery Mr [redacted] was advised that if he has a mail forward request on file with USPS to his new address, USPS may forward the package or they may return the package as undeliverable We shipped the order in good faith the shipping address approved during the check out process was correct We advised Mr [redacted] to watch his tracking and contact us if a return to sender was performed and we would reship the order to the updated address At this time, the package has not been transferred to USPS.Supporting documentation showing order recap of shipping address, email confirmations sent, address update attempts, email correspondence, current tracking information and order invoice attached.Sincerely,Angie Swanson Health ProductsCustomer Support Services Lead
We have been in contact with Mr [redacted] via email and chat on 8/and 8/ During those times, Mr [redacted] was advised that one of the items he ordered was not included in the promotional discount Item PRNclearly states at the top of the website page in a blue bar that it does not qualify Per the terms and conditions of the promotion, the merchandise total must meet qualifying threshold for discounts to applyOur terms and conditions are posted on our website for customers to viewMr [redacted] did receive the 15% off as the merchandise total of his order excluding the PRN011was over the $threshold The discount applied for the 15% off was $spread out over the cost of the qualifying items Mr [redacted] asked to cancel the order after it shipped and was advised he can return the order using the pre-paid postage label on the back of the invoice included in his packageAttached is a copy of the order invoice showing PRNwas ordered, the amount of the discount applied to the order, website page showing the exclusion banner for PRNand our terms and conditions
Initial Business Response / [redacted] (1000, 5, 2016/02/06) */ Dear Revdex.com, We apologize for the frustrations this customer experienced with their recent product inquiryThis customer did contact us on 1/with questions regarding the country of origin and wanted a call back from managementOne of our managers tried to reach out to the customer several times, at the phone number they provided, however there was no answer and there was not a voicemail availableWe did finally get in touch with the customer on 2/4/and were able to address her concerns and provide her with some additional information As for the desired resolutions, the customer made their purchase through Amazon so we are unable to directly issue the creditOur manager did inform the customer, on 2/4/16, that they can contact Amazon and request the refund through that avenueOnce again we apologize for the frustrations the customer experienced Thank you, Swanson Health Products
Dear Revdex.com,Regretfully, Mr***’s ordering privileges have been discontinued As previously advised, due to multiple issues with delivery due to incorrect shipping addresses provided during his ordering process on our website, continued Google Trust claims and other complaints filed, we have found we cannot fill Mr***’s supplement and shipping needs Mr [redacted] was provided the order acceptance information posted on our website and that no prior notice is required Below is the link from our website stating this information as well as the copy from our website.http://www.swansonvitamins.com/help/order-information/order-information-...⇄ AcceptancePlease note that we reserve the right to refuse or cancel any order for any reasonSome reasons for possible order cancellations include, but are not limited to, the following: Inaccuracies in product availability status, limitations or prices Restricted products or ingredients based on state, national or international regulationsSee the list of known Shipping Regulations Credit or fraud concerns, as determined by our loss prevention groupWe may require additional information or verification before accepting an orderWe will contact you if additional information is required to accept and process your orderWe appreciate your patience, and regret any inconvenience this may causeView Terms of Service for more informationMr [redacted] has not been charged for the order that was cancelled on 9/6/ Swanson Health Products does not process charges until the order has been shipped However, upon submission of the order, an authorization request is sent to the bank of the customer’s credit/debit card An authorization appears under pending charges Mr [redacted] was advised of this during his 9/7/contact with us as well as in our response to his Google Trust claim regarding the cancelled order Mr [redacted] was also advised authorizations can take up to business days to be released by his bank Mr [redacted] was also advised we can request his bank release the pending charge early; however it would be only a request and not a guarantee Mr [redacted] was advised that for us to do so, we would require the bank phone number from the back of the card in question We have not received a responseRegretfully, two subsequent orders were processed after the discontinuation of Mr***’s ordering privileges This was an error and will be remedied so as not to happen again To summarize, Mr [redacted] has not been charged, therefore we are unable to refund We do not provide cash refunds for coupons as they are monies not paid by the customer This matter is closed as the order was not shipped or charged Sincerely,Angie ***Swanson Health ProductsCustomer Support Services Lead###-###-####
Good Morning.Please let us be very clear that we did not say the [redacted] attempted to or did commit fraudWe did state because she attempted a credit card dispute, which was denied by the credit card company, her account was put on a fraud statusThis is procedureAs previously stated, the shipping address provided is one that is still apparently saved as a ship to address in the ***’s Pay Pal account as well as her Swanson online address book in her account In reviewing her chat, [redacted] states the billing and shipping addresses for the orders are the [redacted] Chattanooga address and that she did not update the addresses in her accountAttached is a copy of the chat portion [redacted] provided the billing and shipping infoRegardless, [redacted] was sent order email confirmations (copies attached) for both orders placed on 6/10/in which the shipping address was shown as:M [redacted] Chattanooga, TN 37416The chat that occurred on 6/17/was the first contact we had with [redacted] regarding any issues The email confirmation of the order was the opportune time for her to contact us to have the shipping address corrected for shipment and not contact us until after delivery That is why we asked her to go to the address she provided to retrieve her packages.We will make an attempt to reach out to the delivery address of both orders and provide them with return information to return the package they received Upon return of the packages from the shipping address provided by ***, we will the process a refund accordingly for the returned orders
To Whom It May Concern: Please be assured all information and correspondence was reviewed We appreciate and understand the confusion and disappointment felt As stated previously, the item ordered is a limit of three per order Our Terms and Conditions, quantity limits and the right to limit are clearly posted several places on our website for our customers to review and be aware of prior to order placement We rely on our customers to view this information to be properly advisedAs per our Terms and Conditions of ordering which are accepted by the customer as an order is submitted, we reserve the right to limit quantities purchased Also, only one promotion is allowed per order The offer of $per bottle and the 10% off promotion that was used on the order are two separate promotions and cannot be combined We did not reduce the quantity of Mr [redacted] ’s order and honored the one promotion used We will refund the price difference of three bottles of item SWas the item is limited to three bottles at the special price of $each A refund of $will be processed to Mr [redacted] ’s Visa ending in [redacted] within five business days of processing Sincerely, Angie [redacted] Swanson Health Products Customer Support Services Lead CONFIDENTIALITY NOTICE: This e-mail message is intended only for the named recipient(s) above and is covered by the Electronic Communications Privacy Act U.S.CSection 2510-This e-mail is confidential and may contain information that is privileged or exempt from disclosure under applicable lawIf you have received this message in error please immediately notify the sender by return e-mail and delete this e-mail message from your computer
Initial Business Response / [redacted] (1000, 5, 2015/11/13) */ Dear Revdex.com, We sincerely apologize for the frustrations the customer experienced regarding their recent returnWe have gone ahead and issued a credit for $8.28, which is the cost of the items returned less the coupon that was already sent to the customerWe apologize that the customer received incorrect information and will make sure to follow up with the representative and offer additional coaching to ensure that they provide the correct information in the future Our return policy allows customer to receive a refund for any item returned within one year from the purchase dateThe items the customer is referring to were purchased in March of 2013, which is why a credit was not initially doneWe try to make our return policy as convenient as possible for customers to locate which is why we have posted it on the back of every invoice, in our catalog and on our websiteOur return policy is listed on the leaf guarantee page that the customer referenced; I have copied the complete page belowThe return policy is explained below the paragraph they referenced, so there is no need to click through to an additional pageI have also included a link to our return policy that the customer can reference regarding any future returnshttps://www.swansonvitamins.com/help/order-information/order-information-...⇄ As for the desired resolution, we have gone ahead and issued a credit for $which is the balance of the return less the coupon they already receivedBecause the customer initially paid for the order with PayPal we will be mailing them a refund check for the $They should receive their refund check within the next two weeks Again we sincerely apologize for the inconvenience to the customer in this matter To your good health, Swanson Health Products Leaf Guarantee Earning your trust is our first and only priority [redacted] Swanson, President of Swanson Health Products Dear Friends and Valued Customers, Swanson Health Products is proud to offer you our exceptional Leaf GuaranteeThe seven leaves in the logo represent seven principles by which we've operated for over years, earning us a long-standing reputation in the marketplace for providing high-quality supplements at the lowest possible pricesWe also know you'll be pleased with the expeditious customer service we provide for every individual, whether purchasing online, by phone or through the mailPlease give us a try, and see if you don't agree with the many millions of satisfied shoppers who trust Swanson Health Products for their dietary supplements and other health care needs Lowest Possible Prices We're serious about extending you the lowest possible prices for all the supplements we offer, and we're willing to put our money where our mouth is with our powerful Price Matching guaranteeWe'll match the price of a product, if you find it lower than ours at a qualifying merchant Purity & Potency Since Swanson Health Products has voluntarily participated in independent third party Good Manufacturing Practices (GMP) audits, long before the FDA released their final regulations for the dietary supplement industryIngredients are tested at various stages throughout the production process to verify purity and potency, and finished products are tested for purity and potency by independent third-party laboratories to ensure that each supplement contains exactly what is stated on the label 100% Money-Back Guarantee Our guarantees are the best in the marketplace, bar noneWe offer a 100% Money-Back Guarantee with a generous timeframe for trying a productIf a customer is not satisfied with it for any reason, we'll refund the total cost when returned within one year from the purchase date, including return shipping and handling on domestic orders! Under our Shipping Guarantee, we offer a low, flat rate of just $for standard shipping within the contiguous United States on any size order! Security & Privacy With an increasing threat of identity theft, we realize that security is of prime importance to youBe assured that your safety is protected with state-of-the-art Secure Socket Layer (SSL) technology that encrypts sensitive information on both your browser and our server and is assured by EntrustYou'll know that the checkout process is secure when you see the closed yellow padlock at the bottom of your screen, or you see an "s" following the "http" designation in the URL address bar Customer Service We're frequently praised for our outstanding customer service, so naturally we're very proud of this facet of our companyPhone, email and live chat representatives have been trained to efficiently handle your concerns with a high degree of product expertise and professionalismCustomer Care agents can be reached seven days a week at [redacted] , by email at [email protected], or accessed through live chat on our website Innovative New Products Our Product Development department stays keenly aware of supplement research and emerging trends, often leading the way to formulate products for the general public under our Swanson label brands before they're available from other well-known vendorsSwanson "firsts" include C-120X for carbohydrate control and Tart Cherry Extract for joint mobility Education To assist you with the substantial, and oftentimes daunting, task of selecting the right products for your health concern, Swanson Health Products continually provides in-depth articles, expert information, supplement facts, email newsletters and many other learning tools both in our catalog and on our website Initial Consumer Rebuttal / [redacted] (2000, 7, 2015/11/17) */ (The consumer indicated he/she ACCEPTED the response from the business.) Thank youI appreciate that Swanson is backing the information I was told by their representative and that they value my patronage
To Whom It May Concern: Mr [redacted] contacted us via phone on 3/3/regarding the expiration date on all bottles was 5/ Our International representative attempted to advise the customer that expiration, or best by dates, on supplements are not the same as they are for food items and the items would be potent and safe past the dateMr***’s order was shipped to Hong Kong (note invoice copy with highlighted shipping address)Per customs and International shipping laws, orders cannot be shipped with zero (0) dollars listed on the invoice, which is stated on our International shipping informationThis applies to gifts as well as exchanges (information highlighted on attached International shipping information) At the customer’s insistence, our representative did issue a refund for bottles of the item the customer claimed could not be used before 5/at the amount of $and $as a courtesy refund towards shippingOur posted International order policies posted on our website clearly state that shipping charges are not refundable (highlighted on International shipping information) The total refund amount issued to the American Express ending in [redacted] used on the order was $as per discussion with Mr [redacted] and policyPlease know that upon a customer clicking submit for the order on our website, they have agreed to our terms and conditions and policies Sincerely,Angie ***Swanson Health ProductsCustomer Support Services Leadangie.***@swansonhealth.com###-###-#######-###-#### The information transmitted is intended only for the person or entity to which it is addressed and may contain confidential and/or privileged materialAny review, retransmission, dissemination or other use of, or taking of any action in reliance upon, this information by persons or entities other than the intended recipient is prohibitedAny views and opinions expressed are those of the individual author/sender and are not necessarily shared or endorsed by Swanson Health Products or any associated or related companyThis message has been scanned for all known virusesIf you received this in error, please contact the sender and delete the material from any computer
Dear Revdex.com,Thank you for contacting usOur records show [redacted] contacted us via email on 5/4/regarding the dates on his recent purchases of item SW1578, Swanson Garcinia Cambogia We responded via email on 5/4/ The date they customer is viewing on their label is a manufacture date, not an expiration date We regret the concern caused to the customer by switching from the best use by date on our labels to a manufacture date The change took effect as of July 21, in order to maintain compliance with current and new regulationsThis change in label dating is due to a modification of regulatory requirements and does not represent a change in the quality of Swanson brand products.This change has been made to maintain compliance with current GMP (good manufacturing practices) regulationsThere has been no change in the product itselfThe FDA does not require that we use expiration datesThe Manufacture Date printed on your label represents the date upon which the product was produced and is your assurance of quality and freshnessThe date printed on your label is preceded by the words Mfg DateIf the label still had the Best By date of 3/for example, the manufacture date for the item would still be 3/All Swanson products are produced by approved GMP-compliant manufacturers to meet specified standards for quality and stabilityWe will continue to test and study our products to assure they will meet the expected shelf-lifeFor most items, the best by date is two years from the date of manufacture and one year for probiotics and some liquid productsWe require—and will continue to require— that our manufacturers develop and formulate products to maintain their quality for the expected timeframeRest assured that there has been no change in our ingredient selection or manufacturing procedures and our Swanson brand products continue to meet and exceed the most stringent quality control standardsThis change does not apply to our food and cosmetic products.Due to the number of orders involved and the quantities ordered by the customer, we requested that if the customer was not satisfied with the item and the use of a manufacture date, they may return the items for a refund of their purchase price We will gladly issue refund accordingly upon returnOur goal is to provide the best customer service possibleIf you have any questions regarding our products or services, please feel free to call us toll-free Monday through Friday at ###-###-#### between the hours of 8:a.mand 5:p.mCSTYou may also reach us via email at [email protected], or online at www.swansonvitamins.comSincerely, Angie ***Swanson Customer Support Services Lead
Mr [redacted] did not place an order with us and his last order on record at the call center for wapick up was 5/08/ Swanson Health Products has gone through many changes in the last years This includes that waorders can be picked up hours after the order is placed, between the hours of 8:30am-4:30pm at the reception desk at our Corporate Office ( [redacted] *)There is a local phone number that can be called to place waorders, as well as a toll free number for the call center in FargoThis number is [redacted] Regretfully, per the recorded call information, Mr [redacted] disconnected the call before the representative could provide the new information on the process of waorders
Initial Business Response / [redacted] (1000, 5, 2015/06/26) */ Dear Revdex.com, We apologize for any frustration this may have caused the customerUnfortunately the particular offer the customer is referring to was not a valid promotionSomeone posted the invalid promotion on SlickDeals which linked to a test promo code allowing the customer to click through the post to get to our website which had the banner on topThis promotion was never intended for customer usage and at no time was the promotion ever emailed to a single customer, rather the naming convention of our emails was figured out by the person posting on Slick Deals again resulting in this (test) promotion being posted Unfortunately we will not honor promotion codes found on 3rd-party websites, per the disclaimer on our website regarding the validity of these codesBecause SlickDeals is a third party website we do not have control over what is posted and whether or not the promotion is valid, which is why we encourage our customers to sign up for our emails so they know they are receiving a valid promotion directly from our company In regard to the customer's desired resolution unfortunately we are sorry but will not be able to fulfill their order with the $off a $order promotion because it was not valid nor was it ever a legitimate sent targeted promotion codeWe are hopeful the customer has signed up for our special offers, as we see that he/she was able to utilize the most recent email promotion emailed to them to which they used to place an order on 6/17/successfullyBy signing up for special offers directly with our company it ensures validity of the promotion for usage by the customer Once again we sincerely apologize for the customer's frustration in this matter Swanson Health Products Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/06/29) */ (The consumer indicated he/she DID NOT accept the response from the business.) While it may be a legally defensible position to claim that the banner ad was "for test purposes only" so they will not have to honor their promotion, these shyster tactics demonstrate a complete disregard for the customer I do not expect to receive any resolution in this matter, but I also certainly do not expect to be shopping with Swanson Health Products in the future
Initial Business Response / [redacted] (1000, 5, 2015/12/28) */ Dear Revdex.com, We apologize for the confusion in this matterWe have spoken with [redacted] , from our HR department, who stated she has not received any voicemails from Mr [redacted] She had left him the original voicemail, when the jacket was in, however she had not received any further correspondence from himWe had the jacket waiting at the front desk for Mr [redacted] to pick up at his convenienceWe can understand that he may not be comfortable picking it up the jacket so we immediately shipped it out when we received this complaint from the Revdex.com, which was our first notification of this issueOur HR department left Mr [redacted] a voicemail, and also sent an email, informing him that we will be mailing his jacket to the current address we have on file for him As far as Mr [redacted] books are concerned, the police officer that was contacted was still in our building when we were aware the books were still in our building so he contacted Mr [redacted] and informed him that he would personally meet up with him to give him the booksWe spoke with the police officer today and he stated he has contacted Mr [redacted] several times, so he could give him his books, but has not received any contact back from Mr [redacted] At this time we have asked the officer to return the books to our location and we will mail them to Mr [redacted] address that we have on file Once again we apologize for the confusion, had we received the voicemails we most certainly would have contacted Mr [redacted] back in order to resolve this issue immediately Thank you, Swanson Health Products Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/12/28) */ (The consumer indicated he/she DID NOT accept the response from the business.) I recived a bill from them and in a retaliation of this I thinkthey have sent the jacket CODAlso they are now refusing to pay meI recordered the voice mails I sentAnd did call the number by hittitng the redial button on my phone that brings me to Miss [redacted] or what ever her name is voicemailBut now I have to file a seprate complaint to a diffrent orginazation to get my pay because of thisAnd A COD because you guys called the cops they called the cops on me? All I needed was assurance that the cops woudl not get called ( for whatever reason they where called) Still lost thereAnyways I should not have to pay the COD charge but will to get this case over withbecause now I have to spend more time filling a complant with North dakotaWhat a horriable place to do buisness withshould treat all customeres the sameand not make them have to pay times for the productcomunication is the keyOh by the way the number I called was [redacted] this brought me stright to shannon [redacted] Voice mail where I left seprate voice mailsagain the last one a recordedBut it was her for surethe respons I got was I left you a voicemailstating We will send yo uyour jacket than I get a bill for the delivery charge( would of come and picked it up) great buisnessI am sorry you have to work!!! So I do not know what the deal iswhy it was so hard for her to actaully get a hold of methey have like phonesand I did call several time during buisness hours Final Business Response / [redacted] (4000, 9, 2015/12/29) */ Dear Revdex.com, We understand that Mr [redacted] did not accept our last response and apologize that this is the case, but we do not believe the Revdex.com is a venue to debate an issue with a disgruntle employeeOur HR department has kept an open dialogue and has been working with him to resolve this issueAs requested we have shipped the jacket to Mr [redacted] at his current addressThere should be no COD charges to him as the package was weighed and metered at our postal unit which is then charged directly to our USPS accountThe books were also mailed out from our office yesterday and he should receive those shortly, we covered the shipping on that package as well so there will be no additional cost to him Again we apologize for the confusion and ask that any further correspondence regarding any issues with this former employee be directed to our HR department Thank You, Swanson Health Products
Initial Business Response / [redacted] (1000, 5, 2016/01/15) */ Dear Revdex.com, We can certainly understand the customers concern and we apologize that the product arrived in the condition it didWe take the safety of our products very seriously and apologize if the customer got the impression that we do not, when they spoke with our representative on 1/5/We have been in contact with MrVaughn, via email, and he did provide us with photos and some additional information so we can investigate this furtherAs per our email to the customer on 1/8/16, the item he is referring to is not bottled with cotton, which explains why there was not any in the bottle; however that does not explain the seal and cap issueAfter reviewing the photos based on the condition of the seal, we can only assume that the cap did not get fully attached which caused it to come off and tear the seal during shipmentWe have several safety measures in place to prevent this from happening and it is very rare for a bottle to get through those safety measures undetectedWe have reached out to our packaging department to investigate this issue further in order to reduce the risk of this happening in the future We did receive contact from the customer on 1/12/that they received the reshipment and the product was fully intactOnce again we sincerely apologize for issues the customer experienced with this item Thank you, Swanson Health Products Initial Consumer Rebuttal / [redacted] (2000, 7, 2016/01/18) */ (The consumer indicated he/she ACCEPTED the response from the business.) Based on the replenishment package, it does appear that the problem was in their operationsI am happy that the company addressed the issues
Dear Revdex.com, Buyer's original complaint states that the date discrepancy involves bottles of item SW The buyer claims that in April these bottles were ordered and received with a manufacture date of March Per our guarantee of potency and freshness, the best by date would be March for these bottles However, items that near their best by date are pulled from warehouse selves when they reach days prior to the best by date Please be aware the best by date is based on the last day of the month In their initial contact, they claimed to have attached a picture of one of the bottles to their email However, no picture arrived with the email for inspectionWe have requested the return of these bottles so the buyer can be refunded and buyer is refusing to do so Due to the quantity buyer claims is involved, we require the return of the bottlesOur decision is based on the review of buyer's account with us We have determined the buyer is likely reselling the items, using us as a drop shipper for their own business venture, and also using freight forwarding companies for delivery of our product Swanson brand items are licensed and not labeled for resale Swanson brand items are intended for personal use onlyWe are confused as to why the buyer is adamantly refusing to return the items to us as requested This will not allow us to also inspect the items they claim to have received To return the bottles, the buyer simply needs to package them appropriately, affix our prepaid label to their package, and take the package to any USPS location However, based on the knowledge the buyer is using freight forwarding companies to ship their orders to other countries, they may have to pay for return shipping out-of-pocket Again, we will gladly refund upon return of the bottles the buyer claims have late dates which will give us the opportunity to inspect what they received and perform necessary follow ups As to the request for information on compliance and quality, this can be found on our websiteAttached to this response is information regarding manufacture dateshttp://www.swansonvitamins.com/content/standards.html Our goal is to provide the best customer service possibleIf you have any questions regarding our products or services, please feel free to call us toll-free Monday through Friday at ###-###-#### between the hours of 8:a.mand 5:p.mCST You may also reach us via email at [email protected], or online at www.swansonvitamins.comSincerely, Angie L Swanson Customer Support Services Team Lead
Initial Business Response / [redacted] (1000, 5, 2016/02/29) */ Hello, Thank you for your patience as we reviewed this information First, we greatly apologize for the issues you experienced with this orderAs all of our calls are recorded, we will be pulling this specific call and it will be forwarded to the appropriate member of our management staff so that the representative may be coached on what to do in this situation While we are able to remove the prices from an invoice, we unfortunately are unable to remove the billing and/or shipping address from being printed on the label that is provided in the packageWe apologize for this inconvenience For future orders, if you are uncomfortable with the receiving party seeing or knowing your billing address, we would suggest having the package sent to yourself firstOnce you receive the package you may certainly forward to the recipient and list whichever address you would like as the return address Again, we are very sorry for any trouble causedShould you have any other concerns, please contact us back Thank you and take care Our quality, value and customer service have made Swanson Health Products a trusted source of nutritional supplements since To help us build this privileged relationship with you, we welcome your comments and suggestions, as it is our pleasure to serve you at any time Kimberly B Swanson Health Products Customer Service Supervisor [email protected] www.swansonvitamins.com [redacted] Initial Consumer Rebuttal / [redacted] (3000, 7, 2016/02/29) */ (The consumer indicated he/she DID NOT accept the response from the business.) Dear Revdex.com Rep, The fact that the address cannot be removed from the invoice should have been communicated to me during this long phone callThe Swanson Rep, should be able to inform me about this, this is the sole reason why I called them to make the orderThis is more than an inconvenienceThe company did not protect my personal informationI continue to be very upset about thisAlso, Swanson never returned to me about the call I am still waiting for their response Final Business Response / [redacted] (4000, 9, 2016/03/07) */ Dear Revdex.com, Our sincere apologies have been extended to the customer regarding the issues with their most recent orderWe try our best to make sure that mistakes do not happen but unfortunately we cannot prevent them allAll of our agents receive extensive training to ensure they provide correct information but even with extensive training it is possible for a rare mistake to happenWe cannot apologize enough for the frustration this has caused the customer One of our supervisors has been corresponding with the customer via emailThey have informed her that while we are able to conceal the prices on our invoices unfortunately we are unable to conceal the addressWhile we can certainly understand the customers concern regarding the address the only individual that would have been able to see the customers address would have been the customer's friendThe billing address is not located on the outside of the package; it would only be listed on the invoice inside the box We are only able to keep our call recordings for days for security reasonsThe first contact we had from the customer was received on 2/20/16, which was days later, so we were unable to listen to the actual call In regard to the desired resolution unfortunately we are sorry but will not be able to provide the customer with free vitamins for a yearWe will be sending the customer a coupon to use on a future order Once again we sincerely apologize for the customer's frustration in this matter and the situation surrounding the order Thank you, Swanson Health Products
I am rejecting this response because the information provided is incorrect - fix the error as stated
To Whom It May Concern: Our records show that Mr [redacted] contacted us over the weekend asking why we did not charge him for the reshipments and simple refund him for the originals We responded and advised that as the original packages were not received initially that replacements are sent at no charge This is a smoother process than refunding for originals and charging for reships Furthermore, we would only charge for reshipment packages if all shipments, original and replacement, confirm deliveredUpon confirmation of delivery of original shipments, we can charge for the additional packages that were sent no charge At this time, all packages for orders [redacted] and [redacted] , originals and no charge replacements, have tracked as delivered either to the front door of the shipping address or a parcel delivery locker at the shipping address Therefore, we are processing two charged of $63.90, one for each order in question, as tracking confirms delivery of all packages Each charge will be processed to the American Express used as payment by the customer ending in Delivery confirmations are attached to responseOur goal is to provide the best customer service possibleIf you have any questions regarding our products or services, please feel free to call us toll-free Monday through Friday at ###-###-#### between the hours of 8:a.mand 5:p.mCST You may also reach us via email at [email protected], or online at www.swansonvitamins.comThank you for choosing Swanson Health Products for your natural health care needsIt has been our pleasure to serve you and we look forward to helping you and your family maintain the best of health for years to come Sincerely, Angie Swanson Health Products Customer Support Services Lead
Initial Business Response / [redacted] (1000, 8, 2016/03/04) */ Dear Revdex.com, We sincerely apologize for the frustrations the customer experienced regarding their recent attempts to use PayPal when placing an order on our websiteWe have been working with PayPal directly to try and resolve the issue that the customer is referring tooThe issue does not seem to be consistent as we have several customers that successfully use PayPal each day, but we also have a handful that are unable to get the payment to processPayPal has a feature where, if the method of payment the customer selects is declined or expired, and they have other payment methods on file, the customer should be redirected back to the PayPal site (and see an explanatory message) rather than being sent back to our siteBecause we use a third-party for our payment processing there may be an issue with this redirect and that could be causing the blank screenThis is only one of the potential causes but we are diligently working directly with PayPal to resolve the issue that some customers are experiencingWe allow PayPal to be used with all of our promotional discounts and during our big sales, we do not discourage the use of PayPal during those sales by making it difficult to useAs a company we want to make the online shopping experience as seamless as possible which is why this issue is on high priority to get resolved As for the customers desired resolution, we have mailed a letter, via US mail, apologizing for lost time they experienced while trying to resolve the PayPal issueWe can assure the customer we have not changed our payment policy and we do still accept PayPal on our website as a valid payment option Again we sincerely apologize for the inconvenience to the customer in this matter To your good health, Swanson Health Products Initial Consumer Rebuttal / [redacted] (3000, 11, 2016/03/07) */ (The consumer indicated he/she DID NOT accept the response from the business.) It doesn't matter if there is only a "handful" of customers that experience the problemIt should be their policy that NO customers experience the problems Plus, the problem is NOT on my end of things as PayPal has never declined my payment and nothing with my account has expiredPlease don't try to blame a customer for a problem or glitch your company is experiencing! Also, if they are diligently working to take care of the problem why is it still happening and not taken care of? They are sure quick to tell the buyer to use another form of payment when their site doesn't accept PaPalI wish they were that fast at fixing the problem Final Business Response / [redacted] (4000, 13, 2016/03/08) */ Dear Revdex.com, We apologize that the customer felt that we were trying to blame them for the issue, which was not our intentionWe were just informing them of one of the potential causes we have found thus farWe realize that this is not what is causing issues for everyoneWe agree that no customer should have to experience these problems and we hope to have a solution soon so that customers no longer experience the issue Thank you, Swanson Health Products
To Whom It May Concern: Regretfully, we’ve cut business relations with Mr [redacted] due to the nature of his calls and demanding nature Mr [redacted] has a history of excessive calling, unprofessional behavior, excessive demands, and general uncooperativeness during his numerous contacts with us We reserve the right to refuse service to any customer should they become abusive of our representatives and policies, unprofessional, or unprofitableMr [redacted] would contact us for various reasons which were address accordingly If items needed replacing, they were often with the instruction original items needed to be returned General returns were refunded accordingly when received On several occasions, Mr [redacted] contacted us regarding missing returns but was unable or refused to provide us with the necessary tracking numbers we provide on our pre-paid mailing labels to track said returns In regards to not receiving full refunds, Mr [redacted] was fully refunded for items returned that were paid for Items sent no charge in reshipments are not refunded unless we receive both the original item and the reshipment item backItems purchase as a BOGO receive a prorated refund if only one of the set is returned Mr [redacted] has been fully refunded accordingly for any returns or credits applied to orders prior to chargesAny additional returns Mr [redacted] would like to make after we severed business with him will be processed accordingly should he choose to return anything Any returns must be returned in accordance with our return policies, such as within one year of date of purchase The supporting information is attached If, due to the large amount of data, it does not appear attached, it is also submitted separately to Thaddeus L, our Revdex.com point of contact Included is the invoices and order notes from the past six orders, a spreadsheet of the last eight orders placed showing a net loss The figures do not include representative cost for phone, email or chat contacts by Mr [redacted] Some representative log names have been redacted as they include last names Additional information of order notes are available upon request that reflect the same behavior throughout most of Mr [redacted] ’s ordering history Our goal is to provide the best customer service possibleIf you have any questions regarding our products or services, please feel free to call us toll-free Monday through Friday at ###-###-#### between the hours of 8:a.mand 5:p.mCST You may also reach us via email at [email protected], or online at www.swansonvitamins.comThank you for choosing Swanson Health Products for your natural health care needsIt has been our pleasure to serve you and we look forward to helping you and your family maintain the best of health for years to come Sincerely,Angie Swanson Health ProductsCustomer Support Services Lead CONFIDENTIALITY NOTICE:This e-mail message is intended only for the named recipient(s) above and is covered by the Electronic Communications Privacy Act U.S.CSection 2510-This e-mail is confidential and may contain information that is privileged or exempt from disclosure under applicable lawIf you have received this message in error please immediately notify the sender by return e-mail and delete this e-mail message from your computer
To Whom It May Concern: Our records show that Mr [redacted] was sent an order confirmation and shipping emails to the email address on file as [redacted] Our records show an order confirmation email sent 6/25/at 10:p.mCST, a shipping email on 6/27/at 9: a.mCST and a delivery confirmation email sent on 7/8/at 1:p.mCST Mr [redacted] contacted us on 7/5/stating he received an email for package delivery on 7/5/2017; however the delivery email was not sent until 7/8/when the package was deliveredWe provided the information regarding the business days allowed for delivery during the callThis information is also posted on our website where Mr [redacted] placed the orderMr [redacted] was advised he could have a refund after delivery and with return of the package once it was delivered Mr [redacted] promised to return the delivered package in order to be refunded immediately As the package was delivered on 7/8/which is the 7th business day from shipment and a refund was issued on 7/5/to be processed through Pay Pal, Mr [redacted] needs to return the package as he promised Attached are the order notes showing dates of contact and information that we refunded for the order on 7/5/ Also attached is the tracking information confirming delivery on 7/8/and the standard shipping information posted on our websiteSincerely, Angie LCustomer Support Lead
To Whom It May Concern:To Whom It May Concern:Our records show that we have been in email contact with the customer Records show that Mr [redacted] emailed us on 4/27/that the shipping address for his order [redacted] was incorrect The order was placed online via our website on 4/23/ The shipping address selected is shown in order recaps and after order submission on the thank you pageAn order confirmation showing the shipping address approved by Mr [redacted] was sent on 4/23/ Any of these times would have been the opportune time to make the correction online before order completion or contact us to make the correction Unfortunately, Mr [redacted] did not contact us till 4/27/after shipmentMr [redacted] has only updated his billing address on his online account Records show the only recent attempts to update the billing address were on 4/23/ The shipping address [redacted] , ***, [redacted] ***, FRAMINGHAM, MA USA still remains in his address book of shipping addresses We cannot remove this for him.Currently, the order is in transit and in the hands of Fed Ex Fed Ex will transfer package to the local USPS of the shipping address for final delivery Mr [redacted] was advised that if he has a mail forward request on file with USPS to his new address, USPS may forward the package or they may return the package as undeliverable We shipped the order in good faith the shipping address approved during the check out process was correct We advised Mr [redacted] to watch his tracking and contact us if a return to sender was performed and we would reship the order to the updated address At this time, the package has not been transferred to USPS.Supporting documentation showing order recap of shipping address, email confirmations sent, address update attempts, email correspondence, current tracking information and order invoice attached.Sincerely,Angie Swanson Health ProductsCustomer Support Services Lead
We have been in contact with Mr [redacted] via email and chat on 8/and 8/ During those times, Mr [redacted] was advised that one of the items he ordered was not included in the promotional discount Item PRNclearly states at the top of the website page in a blue bar that it does not qualify Per the terms and conditions of the promotion, the merchandise total must meet qualifying threshold for discounts to applyOur terms and conditions are posted on our website for customers to viewMr [redacted] did receive the 15% off as the merchandise total of his order excluding the PRN011was over the $threshold The discount applied for the 15% off was $spread out over the cost of the qualifying items Mr [redacted] asked to cancel the order after it shipped and was advised he can return the order using the pre-paid postage label on the back of the invoice included in his packageAttached is a copy of the order invoice showing PRNwas ordered, the amount of the discount applied to the order, website page showing the exclusion banner for PRNand our terms and conditions
Initial Business Response / [redacted] (1000, 5, 2016/02/06) */ Dear Revdex.com, We apologize for the frustrations this customer experienced with their recent product inquiryThis customer did contact us on 1/with questions regarding the country of origin and wanted a call back from managementOne of our managers tried to reach out to the customer several times, at the phone number they provided, however there was no answer and there was not a voicemail availableWe did finally get in touch with the customer on 2/4/and were able to address her concerns and provide her with some additional information As for the desired resolutions, the customer made their purchase through Amazon so we are unable to directly issue the creditOur manager did inform the customer, on 2/4/16, that they can contact Amazon and request the refund through that avenueOnce again we apologize for the frustrations the customer experienced Thank you, Swanson Health Products
Dear Revdex.com,Regretfully, Mr***’s ordering privileges have been discontinued As previously advised, due to multiple issues with delivery due to incorrect shipping addresses provided during his ordering process on our website, continued Google Trust claims and other complaints filed, we have found we cannot fill Mr***’s supplement and shipping needs Mr [redacted] was provided the order acceptance information posted on our website and that no prior notice is required Below is the link from our website stating this information as well as the copy from our website.http://www.swansonvitamins.com/help/order-information/order-information-...⇄ AcceptancePlease note that we reserve the right to refuse or cancel any order for any reasonSome reasons for possible order cancellations include, but are not limited to, the following: Inaccuracies in product availability status, limitations or prices Restricted products or ingredients based on state, national or international regulationsSee the list of known Shipping Regulations Credit or fraud concerns, as determined by our loss prevention groupWe may require additional information or verification before accepting an orderWe will contact you if additional information is required to accept and process your orderWe appreciate your patience, and regret any inconvenience this may causeView Terms of Service for more informationMr [redacted] has not been charged for the order that was cancelled on 9/6/ Swanson Health Products does not process charges until the order has been shipped However, upon submission of the order, an authorization request is sent to the bank of the customer’s credit/debit card An authorization appears under pending charges Mr [redacted] was advised of this during his 9/7/contact with us as well as in our response to his Google Trust claim regarding the cancelled order Mr [redacted] was also advised authorizations can take up to business days to be released by his bank Mr [redacted] was also advised we can request his bank release the pending charge early; however it would be only a request and not a guarantee Mr [redacted] was advised that for us to do so, we would require the bank phone number from the back of the card in question We have not received a responseRegretfully, two subsequent orders were processed after the discontinuation of Mr***’s ordering privileges This was an error and will be remedied so as not to happen again To summarize, Mr [redacted] has not been charged, therefore we are unable to refund We do not provide cash refunds for coupons as they are monies not paid by the customer This matter is closed as the order was not shipped or charged Sincerely,Angie ***Swanson Health ProductsCustomer Support Services Lead###-###-####
Good Morning.Please let us be very clear that we did not say the [redacted] attempted to or did commit fraudWe did state because she attempted a credit card dispute, which was denied by the credit card company, her account was put on a fraud statusThis is procedureAs previously stated, the shipping address provided is one that is still apparently saved as a ship to address in the ***’s Pay Pal account as well as her Swanson online address book in her account In reviewing her chat, [redacted] states the billing and shipping addresses for the orders are the [redacted] Chattanooga address and that she did not update the addresses in her accountAttached is a copy of the chat portion [redacted] provided the billing and shipping infoRegardless, [redacted] was sent order email confirmations (copies attached) for both orders placed on 6/10/in which the shipping address was shown as:M [redacted] Chattanooga, TN 37416The chat that occurred on 6/17/was the first contact we had with [redacted] regarding any issues The email confirmation of the order was the opportune time for her to contact us to have the shipping address corrected for shipment and not contact us until after delivery That is why we asked her to go to the address she provided to retrieve her packages.We will make an attempt to reach out to the delivery address of both orders and provide them with return information to return the package they received Upon return of the packages from the shipping address provided by ***, we will the process a refund accordingly for the returned orders
To Whom It May Concern: Please be assured all information and correspondence was reviewed We appreciate and understand the confusion and disappointment felt As stated previously, the item ordered is a limit of three per order Our Terms and Conditions, quantity limits and the right to limit are clearly posted several places on our website for our customers to review and be aware of prior to order placement We rely on our customers to view this information to be properly advisedAs per our Terms and Conditions of ordering which are accepted by the customer as an order is submitted, we reserve the right to limit quantities purchased Also, only one promotion is allowed per order The offer of $per bottle and the 10% off promotion that was used on the order are two separate promotions and cannot be combined We did not reduce the quantity of Mr [redacted] ’s order and honored the one promotion used We will refund the price difference of three bottles of item SWas the item is limited to three bottles at the special price of $each A refund of $will be processed to Mr [redacted] ’s Visa ending in [redacted] within five business days of processing Sincerely, Angie [redacted] Swanson Health Products Customer Support Services Lead CONFIDENTIALITY NOTICE: This e-mail message is intended only for the named recipient(s) above and is covered by the Electronic Communications Privacy Act U.S.CSection 2510-This e-mail is confidential and may contain information that is privileged or exempt from disclosure under applicable lawIf you have received this message in error please immediately notify the sender by return e-mail and delete this e-mail message from your computer
Initial Business Response / [redacted] (1000, 5, 2015/11/13) */ Dear Revdex.com, We sincerely apologize for the frustrations the customer experienced regarding their recent returnWe have gone ahead and issued a credit for $8.28, which is the cost of the items returned less the coupon that was already sent to the customerWe apologize that the customer received incorrect information and will make sure to follow up with the representative and offer additional coaching to ensure that they provide the correct information in the future Our return policy allows customer to receive a refund for any item returned within one year from the purchase dateThe items the customer is referring to were purchased in March of 2013, which is why a credit was not initially doneWe try to make our return policy as convenient as possible for customers to locate which is why we have posted it on the back of every invoice, in our catalog and on our websiteOur return policy is listed on the leaf guarantee page that the customer referenced; I have copied the complete page belowThe return policy is explained below the paragraph they referenced, so there is no need to click through to an additional pageI have also included a link to our return policy that the customer can reference regarding any future returnshttps://www.swansonvitamins.com/help/order-information/order-information-...⇄ As for the desired resolution, we have gone ahead and issued a credit for $which is the balance of the return less the coupon they already receivedBecause the customer initially paid for the order with PayPal we will be mailing them a refund check for the $They should receive their refund check within the next two weeks Again we sincerely apologize for the inconvenience to the customer in this matter To your good health, Swanson Health Products Leaf Guarantee Earning your trust is our first and only priority [redacted] Swanson, President of Swanson Health Products Dear Friends and Valued Customers, Swanson Health Products is proud to offer you our exceptional Leaf GuaranteeThe seven leaves in the logo represent seven principles by which we've operated for over years, earning us a long-standing reputation in the marketplace for providing high-quality supplements at the lowest possible pricesWe also know you'll be pleased with the expeditious customer service we provide for every individual, whether purchasing online, by phone or through the mailPlease give us a try, and see if you don't agree with the many millions of satisfied shoppers who trust Swanson Health Products for their dietary supplements and other health care needs Lowest Possible Prices We're serious about extending you the lowest possible prices for all the supplements we offer, and we're willing to put our money where our mouth is with our powerful Price Matching guaranteeWe'll match the price of a product, if you find it lower than ours at a qualifying merchant Purity & Potency Since Swanson Health Products has voluntarily participated in independent third party Good Manufacturing Practices (GMP) audits, long before the FDA released their final regulations for the dietary supplement industryIngredients are tested at various stages throughout the production process to verify purity and potency, and finished products are tested for purity and potency by independent third-party laboratories to ensure that each supplement contains exactly what is stated on the label 100% Money-Back Guarantee Our guarantees are the best in the marketplace, bar noneWe offer a 100% Money-Back Guarantee with a generous timeframe for trying a productIf a customer is not satisfied with it for any reason, we'll refund the total cost when returned within one year from the purchase date, including return shipping and handling on domestic orders! Under our Shipping Guarantee, we offer a low, flat rate of just $for standard shipping within the contiguous United States on any size order! Security & Privacy With an increasing threat of identity theft, we realize that security is of prime importance to youBe assured that your safety is protected with state-of-the-art Secure Socket Layer (SSL) technology that encrypts sensitive information on both your browser and our server and is assured by EntrustYou'll know that the checkout process is secure when you see the closed yellow padlock at the bottom of your screen, or you see an "s" following the "http" designation in the URL address bar Customer Service We're frequently praised for our outstanding customer service, so naturally we're very proud of this facet of our companyPhone, email and live chat representatives have been trained to efficiently handle your concerns with a high degree of product expertise and professionalismCustomer Care agents can be reached seven days a week at [redacted] , by email at [email protected], or accessed through live chat on our website Innovative New Products Our Product Development department stays keenly aware of supplement research and emerging trends, often leading the way to formulate products for the general public under our Swanson label brands before they're available from other well-known vendorsSwanson "firsts" include C-120X for carbohydrate control and Tart Cherry Extract for joint mobility Education To assist you with the substantial, and oftentimes daunting, task of selecting the right products for your health concern, Swanson Health Products continually provides in-depth articles, expert information, supplement facts, email newsletters and many other learning tools both in our catalog and on our website Initial Consumer Rebuttal / [redacted] (2000, 7, 2015/11/17) */ (The consumer indicated he/she ACCEPTED the response from the business.) Thank youI appreciate that Swanson is backing the information I was told by their representative and that they value my patronage
To Whom It May Concern: Mr [redacted] contacted us via phone on 3/3/regarding the expiration date on all bottles was 5/ Our International representative attempted to advise the customer that expiration, or best by dates, on supplements are not the same as they are for food items and the items would be potent and safe past the dateMr***’s order was shipped to Hong Kong (note invoice copy with highlighted shipping address)Per customs and International shipping laws, orders cannot be shipped with zero (0) dollars listed on the invoice, which is stated on our International shipping informationThis applies to gifts as well as exchanges (information highlighted on attached International shipping information) At the customer’s insistence, our representative did issue a refund for bottles of the item the customer claimed could not be used before 5/at the amount of $and $as a courtesy refund towards shippingOur posted International order policies posted on our website clearly state that shipping charges are not refundable (highlighted on International shipping information) The total refund amount issued to the American Express ending in [redacted] used on the order was $as per discussion with Mr [redacted] and policyPlease know that upon a customer clicking submit for the order on our website, they have agreed to our terms and conditions and policies Sincerely,Angie ***Swanson Health ProductsCustomer Support Services Leadangie.***@swansonhealth.com###-###-#######-###-#### The information transmitted is intended only for the person or entity to which it is addressed and may contain confidential and/or privileged materialAny review, retransmission, dissemination or other use of, or taking of any action in reliance upon, this information by persons or entities other than the intended recipient is prohibitedAny views and opinions expressed are those of the individual author/sender and are not necessarily shared or endorsed by Swanson Health Products or any associated or related companyThis message has been scanned for all known virusesIf you received this in error, please contact the sender and delete the material from any computer
Dear Revdex.com,Thank you for contacting usOur records show [redacted] contacted us via email on 5/4/regarding the dates on his recent purchases of item SW1578, Swanson Garcinia Cambogia We responded via email on 5/4/ The date they customer is viewing on their label is a manufacture date, not an expiration date We regret the concern caused to the customer by switching from the best use by date on our labels to a manufacture date The change took effect as of July 21, in order to maintain compliance with current and new regulationsThis change in label dating is due to a modification of regulatory requirements and does not represent a change in the quality of Swanson brand products.This change has been made to maintain compliance with current GMP (good manufacturing practices) regulationsThere has been no change in the product itselfThe FDA does not require that we use expiration datesThe Manufacture Date printed on your label represents the date upon which the product was produced and is your assurance of quality and freshnessThe date printed on your label is preceded by the words Mfg DateIf the label still had the Best By date of 3/for example, the manufacture date for the item would still be 3/All Swanson products are produced by approved GMP-compliant manufacturers to meet specified standards for quality and stabilityWe will continue to test and study our products to assure they will meet the expected shelf-lifeFor most items, the best by date is two years from the date of manufacture and one year for probiotics and some liquid productsWe require—and will continue to require— that our manufacturers develop and formulate products to maintain their quality for the expected timeframeRest assured that there has been no change in our ingredient selection or manufacturing procedures and our Swanson brand products continue to meet and exceed the most stringent quality control standardsThis change does not apply to our food and cosmetic products.Due to the number of orders involved and the quantities ordered by the customer, we requested that if the customer was not satisfied with the item and the use of a manufacture date, they may return the items for a refund of their purchase price We will gladly issue refund accordingly upon returnOur goal is to provide the best customer service possibleIf you have any questions regarding our products or services, please feel free to call us toll-free Monday through Friday at ###-###-#### between the hours of 8:a.mand 5:p.mCSTYou may also reach us via email at [email protected], or online at www.swansonvitamins.comSincerely, Angie ***Swanson Customer Support Services Lead
Mr [redacted] did not place an order with us and his last order on record at the call center for wapick up was 5/08/ Swanson Health Products has gone through many changes in the last years This includes that waorders can be picked up hours after the order is placed, between the hours of 8:30am-4:30pm at the reception desk at our Corporate Office ( [redacted] *)There is a local phone number that can be called to place waorders, as well as a toll free number for the call center in FargoThis number is [redacted] Regretfully, per the recorded call information, Mr [redacted] disconnected the call before the representative could provide the new information on the process of waorders
Initial Business Response / [redacted] (1000, 5, 2015/06/26) */ Dear Revdex.com, We apologize for any frustration this may have caused the customerUnfortunately the particular offer the customer is referring to was not a valid promotionSomeone posted the invalid promotion on SlickDeals which linked to a test promo code allowing the customer to click through the post to get to our website which had the banner on topThis promotion was never intended for customer usage and at no time was the promotion ever emailed to a single customer, rather the naming convention of our emails was figured out by the person posting on Slick Deals again resulting in this (test) promotion being posted Unfortunately we will not honor promotion codes found on 3rd-party websites, per the disclaimer on our website regarding the validity of these codesBecause SlickDeals is a third party website we do not have control over what is posted and whether or not the promotion is valid, which is why we encourage our customers to sign up for our emails so they know they are receiving a valid promotion directly from our company In regard to the customer's desired resolution unfortunately we are sorry but will not be able to fulfill their order with the $off a $order promotion because it was not valid nor was it ever a legitimate sent targeted promotion codeWe are hopeful the customer has signed up for our special offers, as we see that he/she was able to utilize the most recent email promotion emailed to them to which they used to place an order on 6/17/successfullyBy signing up for special offers directly with our company it ensures validity of the promotion for usage by the customer Once again we sincerely apologize for the customer's frustration in this matter Swanson Health Products Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/06/29) */ (The consumer indicated he/she DID NOT accept the response from the business.) While it may be a legally defensible position to claim that the banner ad was "for test purposes only" so they will not have to honor their promotion, these shyster tactics demonstrate a complete disregard for the customer I do not expect to receive any resolution in this matter, but I also certainly do not expect to be shopping with Swanson Health Products in the future
Initial Business Response / [redacted] (1000, 5, 2015/12/28) */ Dear Revdex.com, We apologize for the confusion in this matterWe have spoken with [redacted] , from our HR department, who stated she has not received any voicemails from Mr [redacted] She had left him the original voicemail, when the jacket was in, however she had not received any further correspondence from himWe had the jacket waiting at the front desk for Mr [redacted] to pick up at his convenienceWe can understand that he may not be comfortable picking it up the jacket so we immediately shipped it out when we received this complaint from the Revdex.com, which was our first notification of this issueOur HR department left Mr [redacted] a voicemail, and also sent an email, informing him that we will be mailing his jacket to the current address we have on file for him As far as Mr [redacted] books are concerned, the police officer that was contacted was still in our building when we were aware the books were still in our building so he contacted Mr [redacted] and informed him that he would personally meet up with him to give him the booksWe spoke with the police officer today and he stated he has contacted Mr [redacted] several times, so he could give him his books, but has not received any contact back from Mr [redacted] At this time we have asked the officer to return the books to our location and we will mail them to Mr [redacted] address that we have on file Once again we apologize for the confusion, had we received the voicemails we most certainly would have contacted Mr [redacted] back in order to resolve this issue immediately Thank you, Swanson Health Products Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/12/28) */ (The consumer indicated he/she DID NOT accept the response from the business.) I recived a bill from them and in a retaliation of this I thinkthey have sent the jacket CODAlso they are now refusing to pay meI recordered the voice mails I sentAnd did call the number by hittitng the redial button on my phone that brings me to Miss [redacted] or what ever her name is voicemailBut now I have to file a seprate complaint to a diffrent orginazation to get my pay because of thisAnd A COD because you guys called the cops they called the cops on me? All I needed was assurance that the cops woudl not get called ( for whatever reason they where called) Still lost thereAnyways I should not have to pay the COD charge but will to get this case over withbecause now I have to spend more time filling a complant with North dakotaWhat a horriable place to do buisness withshould treat all customeres the sameand not make them have to pay times for the productcomunication is the keyOh by the way the number I called was [redacted] this brought me stright to shannon [redacted] Voice mail where I left seprate voice mailsagain the last one a recordedBut it was her for surethe respons I got was I left you a voicemailstating We will send yo uyour jacket than I get a bill for the delivery charge( would of come and picked it up) great buisnessI am sorry you have to work!!! So I do not know what the deal iswhy it was so hard for her to actaully get a hold of methey have like phonesand I did call several time during buisness hours Final Business Response / [redacted] (4000, 9, 2015/12/29) */ Dear Revdex.com, We understand that Mr [redacted] did not accept our last response and apologize that this is the case, but we do not believe the Revdex.com is a venue to debate an issue with a disgruntle employeeOur HR department has kept an open dialogue and has been working with him to resolve this issueAs requested we have shipped the jacket to Mr [redacted] at his current addressThere should be no COD charges to him as the package was weighed and metered at our postal unit which is then charged directly to our USPS accountThe books were also mailed out from our office yesterday and he should receive those shortly, we covered the shipping on that package as well so there will be no additional cost to him Again we apologize for the confusion and ask that any further correspondence regarding any issues with this former employee be directed to our HR department Thank You, Swanson Health Products
Initial Business Response / [redacted] (1000, 5, 2016/01/15) */ Dear Revdex.com, We can certainly understand the customers concern and we apologize that the product arrived in the condition it didWe take the safety of our products very seriously and apologize if the customer got the impression that we do not, when they spoke with our representative on 1/5/We have been in contact with MrVaughn, via email, and he did provide us with photos and some additional information so we can investigate this furtherAs per our email to the customer on 1/8/16, the item he is referring to is not bottled with cotton, which explains why there was not any in the bottle; however that does not explain the seal and cap issueAfter reviewing the photos based on the condition of the seal, we can only assume that the cap did not get fully attached which caused it to come off and tear the seal during shipmentWe have several safety measures in place to prevent this from happening and it is very rare for a bottle to get through those safety measures undetectedWe have reached out to our packaging department to investigate this issue further in order to reduce the risk of this happening in the future We did receive contact from the customer on 1/12/that they received the reshipment and the product was fully intactOnce again we sincerely apologize for issues the customer experienced with this item Thank you, Swanson Health Products Initial Consumer Rebuttal / [redacted] (2000, 7, 2016/01/18) */ (The consumer indicated he/she ACCEPTED the response from the business.) Based on the replenishment package, it does appear that the problem was in their operationsI am happy that the company addressed the issues