Mr [redacted] is well aware of the returns process when it comes to returns from Canadian customers Items shipped for return are delivered to a carrier center in Brampton, ON This center also receives packages for multiple other companies We are sent notice of returns received approximately once a month and not as packages are received Mr [redacted] 's returns were included in the notices we received on 2/14/and have been processed for refund accordingly
Initial Business Response / [redacted] (1000, 5, 2015/07/17) */ Dear Revdex.com, We apologize that the customer was not satisfied with his Swanson ProductsOur return policy states "If you are not completely satisfied with your product(s) purchased within the last months, simply return the unused portion to us for a full refund, including return postage for domestic orders onlyThis absolutely 100% Satisfaction Guarantee applies to every product you purchase from swansonvitamins.com and Swanson Health Products catalogsPlease note: all returns valued at $or more shall be subject to a 20% restocking fee." This policy is listed on our website, in the catalog and on the back of each invoiceAt this time we have received a return from the customer and it was processed on 7/for a total amount of $Our records indicate that the customer spoke with one of our supervisors on 7/15/and they did honor his request to issue a refund for items purchased over a year ago so he will be receiving an additional refund for those items As stated previously to the customer every product will work differently with each individualThe Federal Drug Administration (FDA) regulations prohibit us from making implicit or implied claims that our products treat disease or medical conditionsAs a dietary supplement company we do not treat medical conditions or provide medical advice, our products provide nutritional support and help maintain healthy functions of the body While we can understand the customers concern that these products did not work for them, it is important to understand that not every product will work the same for each individualDifferent products are going to have different effects on each individual which is why we carry a wide variety of products; it is similar to how different food affects each individual differentlySubsequently we are not privy nor are we licensed to be privy to a persons' medical condition and all the possible underlying causes that may contribute to a particular health concernWhile we again appreciate the information provided by the customer, we caution the customer that he should again speak with his health care provider whenever a medical condition is present before taking any dietary or herbal supplement Again we sincerely apologize for the customer's dissatisfaction in this matter Thank you, Swanson Health Products
I am rejecting this response because:The customer has a name, which is [redacted] , and this response in no way addressed my question/concerns, nor did I ever receive a reply to the email I sent I read English fluently, therefore I am very much aware that I can pay a ridiculous fee for faster shipping, but I shouldn't have toPretty much every o ther company I make purchases with has better shipping practices & they're either and/fasterI've been a customer with Swanson's for a few years, but due to these very generic responses and lack of concern towards customers, I will more than likely take my business elsewhereNever had these types of problems when I initially was ordering from this company
Initial Business Response / [redacted] (1000, 5, 2016/01/22) */ Dear BBB, We apologize for the frustrations the customer experienced with their most recent shipment. We try to package our items to withstand any movement or shifting of products during transit however there are times that even with... sufficient packaging damage can still occur. We would be more than happy to refund the customer for the additional 7 cans that were received dented. Because the customer did inform us, via email on 1/14/16, that they disputed the charge with their credit card company we will need to wait for the dispute process to be completed before we are able to proceed. Once the dispute process is closed we will issue a refund if the dispute is issued in our favor. If it is issued in the customers favor, the money will be refunded to them by their card issuer and we will pay the money back to the card issuer. Once again we sincerely apologize for the condition of the item upon arrival and will ensure the customer receives their money back once the dispute process is complete. Thank you, Swanson Health Products Initial Consumer Rebuttal / [redacted] (2000, 7, 2016/01/27) */ (The consumer indicated he/she ACCEPTED the response from the business.) This company is poorly managed in the area of customer service which tells me the employees are likely victims of mistreatment by ownership and management. Another walmart in the making....
Initial Business Response / [redacted] (1000, 5, 2015/09/24) */ Dear Revdex.com, My sincere apologies have been extended to the customer regarding the issues with the delivery concerns and I am happy to explain the timeline of eventsThe customer ordered on Friday, 8/via the internet and the order was shipped out on Tuesday, 9/The initial delivery attempt was on Wednesday, 9/2, however, OnTrac was unable to gain access to the gated complex where the customer residesA phone number was not supplied when the customer submitted the online order, so the delivery driver was unsuccessful in contacting the customer while at the gate to gain access to deliver the majority of her orderMeanwhile, the Biotin was delivered, as it was a small package that was able to fit in her USPS mailboxThe OnTrac drivers made multiple attempts to deliver the customers package to no avail before returning it to our facilityPrior to its return, the customer had already contacted us on its whereabouts and we reshipped a replacement with another shipper, at no additional cost to the customerIf the customer had not contacted us prior to the package being returned, we would have reached out to her upon arrival of the non-delivered order and come up with a solution to get her the items in question The reshipment was shipped out on 9/and delivered via method of FedEx to the US Postal ServiceThe customer received delivery of the parcel on 9/In the interim, the customer submitted a chargebackA desired resolution on Swanson's behalf, being as the customer has acknowledged receipt of the complete order at this time, would be for her to submit payment for the full order of $169.53, the amount of the chargeback submitted In response to the customers query in relation to destroying the vitamins that were returned to our facility, Swanson Health Products and other reputable companies package their supplements in such a way as to minimize deterioration from heat during transitThe supplements are subject to higher than average temperatures several times during their way from the raw materials supplier to a customer's door, and it has to be packaged to preserve as much of the original potency as possibleHermetically sealing a supplement provides a barrier between the product and oxygen, the catalyst element that reacts with heat to cause oxidation or spoilageWhile extended exposure to high temperatures could have an effect on supplements, the shipping time is not long enough to have a significant impact on the quality of the productsAlso, our returns department would have done a thorough check of the products upon receipt, to be sure none of the softgels were affected by extended periods of heat, which may have potentially caused some of the softgels to stick together, however, we can be certain that the efficacy was not hindered with any of the products in question
Thank you for contacting usOur records show that the customer emailed us on 7/15/in response to her concerns regarding shipping Our response is attached to the claim We did address her concerns in explaining how orders are shipped and what criteria are considered when standard shipping is selected As explained in our email, criteria used but not limited to is weight of the order, location it is being shipped to, and transit times We use several carriers which, as explained to the customer, allows us to maintain our current flat rate of $per order for standard shipping We have not raised our standard shipping rate in 10+ years as a resultThe customer, during the ordering process, selected standard shipping Attached to the claim is the customer’s webpage showing standard shipping selected as well as the 5-business days for delivery regardless of which warehouse the order is shipped from Our standard delivery time from date of shipment is up to business days with the date the order shipped as day The customer’s order shipped on 7/8/and was delivered on 7/16/ This falls within the business days as stated The package was shipped via DHL as the carrier with USPS performing the final delivery Tracking can be viewed using tracking number [redacted] on either carrier website: www.DHL.com www.USPS.com Because the delivery date is a Saturday, 7/16/16, which is not counted as a business day, the order was delivered at the business day mark and within our posted transit timesWe ship from three different warehouses We do not guarantee quicker delivery if the order ships from a warehouse closest to the customer The customer can always expect their order within business days from shipmentIf the customer would like a different carrier, as advised in the email, they have the option of selecting an expedited shipping method or a specific carrier by chat or call after their order is placed for additional fees
Initial Business Response / [redacted] (1000, 9, 2016/03/04) */ Dear Revdex.com, We apologize that the customer felt our advertising was misleadingThe items the customer is referring to were on a BOGO (Buy One Get One Free) saleThe item was originally $per bottle so with the current sale it offered for $8.99, which would be the one bottle the customer is purchasing and the one bottle they get freeWe try to make this as transparent as possible which is why we also break it down in the shopping bag so the customer can see how many bottles they are purchasing and below that it shows how many they are receiving freeWe have attached a screenshot of the shopping bag, and the Thank You page, which shows the bottle they paid for of Turmeric and the line underneath shows the bottle freeWe did also explain this to the customer when they contacted one of our representatives on 2/19/Many companies do use different wording for their sales so we can understand that at times confusion can happen which is why we have it broken down so the customer can see the number of bottles they are purchasing and the number of bottles they are receiving for freeThis breakdown is shown before they place their order in the shopping bag as well as on the Thank You page a customer receives after they process their order In regard to the customer's desired resolution the customer can return the package, using the pre-paid return label, to receive a full refund for amount of the orderUnfortunately we will not be able to send the customer an additional bottles of Garcinia Cambogia and bottles of Turmeric for free Again we sincerely apologize for the customer's frustration in this matter Thank you, Swanson Health Products Initial Consumer Rebuttal / [redacted] (3000, 11, 2016/03/07) */ ***Document Attached [redacted] I talked to the company about this complaint, and they stated that their advertising is not misleading-not true! I have attached screen shots of how misleading their advertising is! And yes, my phone number is [redacted] , but when you called, you did not identify yourself or stated what company you worked forPLEASE, when calling, identify yourself and the company you work forThank you!
Mr [redacted] is well aware of the returns process when it comes to returns from Canadian customers Items shipped for return are delivered to a carrier center in Brampton, ON This center also receives packages for multiple other companies We are sent notice of returns received approximately once a month and not as packages are received Mr [redacted] 's returns were included in the notices we received on 2/14/and have been processed for refund accordingly
Initial Business Response / [redacted] (1000, 5, 2015/07/17) */ Dear Revdex.com, We apologize that the customer was not satisfied with his Swanson ProductsOur return policy states "If you are not completely satisfied with your product(s) purchased within the last months, simply return the unused portion to us for a full refund, including return postage for domestic orders onlyThis absolutely 100% Satisfaction Guarantee applies to every product you purchase from swansonvitamins.com and Swanson Health Products catalogsPlease note: all returns valued at $or more shall be subject to a 20% restocking fee." This policy is listed on our website, in the catalog and on the back of each invoiceAt this time we have received a return from the customer and it was processed on 7/for a total amount of $Our records indicate that the customer spoke with one of our supervisors on 7/15/and they did honor his request to issue a refund for items purchased over a year ago so he will be receiving an additional refund for those items As stated previously to the customer every product will work differently with each individualThe Federal Drug Administration (FDA) regulations prohibit us from making implicit or implied claims that our products treat disease or medical conditionsAs a dietary supplement company we do not treat medical conditions or provide medical advice, our products provide nutritional support and help maintain healthy functions of the body While we can understand the customers concern that these products did not work for them, it is important to understand that not every product will work the same for each individualDifferent products are going to have different effects on each individual which is why we carry a wide variety of products; it is similar to how different food affects each individual differentlySubsequently we are not privy nor are we licensed to be privy to a persons' medical condition and all the possible underlying causes that may contribute to a particular health concernWhile we again appreciate the information provided by the customer, we caution the customer that he should again speak with his health care provider whenever a medical condition is present before taking any dietary or herbal supplement Again we sincerely apologize for the customer's dissatisfaction in this matter Thank you, Swanson Health Products
I am rejecting this response because:The customer has a name, which is [redacted] , and this response in no way addressed my question/concerns, nor did I ever receive a reply to the email I sent I read English fluently, therefore I am very much aware that I can pay a ridiculous fee for faster shipping, but I shouldn't have toPretty much every o ther company I make purchases with has better shipping practices & they're either and/fasterI've been a customer with Swanson's for a few years, but due to these very generic responses and lack of concern towards customers, I will more than likely take my business elsewhereNever had these types of problems when I initially was ordering from this company
Initial Business Response / [redacted] (1000, 5, 2016/01/22) */ Dear BBB, We apologize for the frustrations the customer experienced with their most recent shipment. We try to package our items to withstand any movement or shifting of products during transit however there are times that even with... sufficient packaging damage can still occur. We would be more than happy to refund the customer for the additional 7 cans that were received dented. Because the customer did inform us, via email on 1/14/16, that they disputed the charge with their credit card company we will need to wait for the dispute process to be completed before we are able to proceed. Once the dispute process is closed we will issue a refund if the dispute is issued in our favor. If it is issued in the customers favor, the money will be refunded to them by their card issuer and we will pay the money back to the card issuer. Once again we sincerely apologize for the condition of the item upon arrival and will ensure the customer receives their money back once the dispute process is complete. Thank you, Swanson Health Products Initial Consumer Rebuttal / [redacted] (2000, 7, 2016/01/27) */ (The consumer indicated he/she ACCEPTED the response from the business.) This company is poorly managed in the area of customer service which tells me the employees are likely victims of mistreatment by ownership and management. Another walmart in the making....
Initial Business Response / [redacted] (1000, 5, 2015/09/24) */ Dear Revdex.com, My sincere apologies have been extended to the customer regarding the issues with the delivery concerns and I am happy to explain the timeline of eventsThe customer ordered on Friday, 8/via the internet and the order was shipped out on Tuesday, 9/The initial delivery attempt was on Wednesday, 9/2, however, OnTrac was unable to gain access to the gated complex where the customer residesA phone number was not supplied when the customer submitted the online order, so the delivery driver was unsuccessful in contacting the customer while at the gate to gain access to deliver the majority of her orderMeanwhile, the Biotin was delivered, as it was a small package that was able to fit in her USPS mailboxThe OnTrac drivers made multiple attempts to deliver the customers package to no avail before returning it to our facilityPrior to its return, the customer had already contacted us on its whereabouts and we reshipped a replacement with another shipper, at no additional cost to the customerIf the customer had not contacted us prior to the package being returned, we would have reached out to her upon arrival of the non-delivered order and come up with a solution to get her the items in question The reshipment was shipped out on 9/and delivered via method of FedEx to the US Postal ServiceThe customer received delivery of the parcel on 9/In the interim, the customer submitted a chargebackA desired resolution on Swanson's behalf, being as the customer has acknowledged receipt of the complete order at this time, would be for her to submit payment for the full order of $169.53, the amount of the chargeback submitted In response to the customers query in relation to destroying the vitamins that were returned to our facility, Swanson Health Products and other reputable companies package their supplements in such a way as to minimize deterioration from heat during transitThe supplements are subject to higher than average temperatures several times during their way from the raw materials supplier to a customer's door, and it has to be packaged to preserve as much of the original potency as possibleHermetically sealing a supplement provides a barrier between the product and oxygen, the catalyst element that reacts with heat to cause oxidation or spoilageWhile extended exposure to high temperatures could have an effect on supplements, the shipping time is not long enough to have a significant impact on the quality of the productsAlso, our returns department would have done a thorough check of the products upon receipt, to be sure none of the softgels were affected by extended periods of heat, which may have potentially caused some of the softgels to stick together, however, we can be certain that the efficacy was not hindered with any of the products in question
Thank you for contacting usOur records show that the customer emailed us on 7/15/in response to her concerns regarding shipping Our response is attached to the claim We did address her concerns in explaining how orders are shipped and what criteria are considered when standard shipping is selected As explained in our email, criteria used but not limited to is weight of the order, location it is being shipped to, and transit times We use several carriers which, as explained to the customer, allows us to maintain our current flat rate of $per order for standard shipping We have not raised our standard shipping rate in 10+ years as a resultThe customer, during the ordering process, selected standard shipping Attached to the claim is the customer’s webpage showing standard shipping selected as well as the 5-business days for delivery regardless of which warehouse the order is shipped from Our standard delivery time from date of shipment is up to business days with the date the order shipped as day The customer’s order shipped on 7/8/and was delivered on 7/16/ This falls within the business days as stated The package was shipped via DHL as the carrier with USPS performing the final delivery Tracking can be viewed using tracking number [redacted] on either carrier website: www.DHL.com www.USPS.com Because the delivery date is a Saturday, 7/16/16, which is not counted as a business day, the order was delivered at the business day mark and within our posted transit timesWe ship from three different warehouses We do not guarantee quicker delivery if the order ships from a warehouse closest to the customer The customer can always expect their order within business days from shipmentIf the customer would like a different carrier, as advised in the email, they have the option of selecting an expedited shipping method or a specific carrier by chat or call after their order is placed for additional fees
Initial Business Response / [redacted] (1000, 9, 2016/03/04) */ Dear Revdex.com, We apologize that the customer felt our advertising was misleadingThe items the customer is referring to were on a BOGO (Buy One Get One Free) saleThe item was originally $per bottle so with the current sale it offered for $8.99, which would be the one bottle the customer is purchasing and the one bottle they get freeWe try to make this as transparent as possible which is why we also break it down in the shopping bag so the customer can see how many bottles they are purchasing and below that it shows how many they are receiving freeWe have attached a screenshot of the shopping bag, and the Thank You page, which shows the bottle they paid for of Turmeric and the line underneath shows the bottle freeWe did also explain this to the customer when they contacted one of our representatives on 2/19/Many companies do use different wording for their sales so we can understand that at times confusion can happen which is why we have it broken down so the customer can see the number of bottles they are purchasing and the number of bottles they are receiving for freeThis breakdown is shown before they place their order in the shopping bag as well as on the Thank You page a customer receives after they process their order In regard to the customer's desired resolution the customer can return the package, using the pre-paid return label, to receive a full refund for amount of the orderUnfortunately we will not be able to send the customer an additional bottles of Garcinia Cambogia and bottles of Turmeric for free Again we sincerely apologize for the customer's frustration in this matter Thank you, Swanson Health Products Initial Consumer Rebuttal / [redacted] (3000, 11, 2016/03/07) */ ***Document Attached [redacted] I talked to the company about this complaint, and they stated that their advertising is not misleading-not true! I have attached screen shots of how misleading their advertising is! And yes, my phone number is [redacted] , but when you called, you did not identify yourself or stated what company you worked forPLEASE, when calling, identify yourself and the company you work forThank you!