The Natural

We are very sorry for any inconvenience this has caused you This matter was not handled appropriately by our customer service representative and we take full responsibility and are addressing this internallyWe apologize for the delay in getting the second bottle shipped out to you as you expected from reading the listing in [redacted] Shopping but rest assured the extra item has been shipped to you In regards to the listing in [redacted] , we have opened a case regarding their Product Listing Ad containing incorrect information about the product in the product name While there are areas in [redacted] (known as [redacted] Adwords-the all text advertisements in [redacted] search) that the customer (The Natural) controls the text of, which is what the [redacted] Revdex.com response team may be referring to, the area in [redacted] with the product error was [redacted] Shopping (the listings with the product images) In this area retailers, such as us, submit the product UPC (barcode) and our price and then [redacted] adds the item to their Product Listing Ad allowing [redacted] Shopping users, like yourself, to comparison shop between different participating companies, like us We have no control over the name of the product or image that is shown Unfortunately the product information that [redacted] had on this item incorrectly stated that it was a two pack of the product [redacted] has responded to our case with the following message:“Thank you so much for calling in today I took that product to our specialist team, and it’s currently being evaluated to indicate for you (and the other advertisers/stores that advertise it) that it is not a multipack It can take up to hours to complete the process, but I am working on it, and will follow up with you when it has been resolved.”A copy of their email to us is attached.We will update you further once [redacted] has responded that the listing has been fixed on their end Unfortunately this was a mistake in the Product Listing Ad and you can see if you look at every other advertiser on this product that no one has a two pack of the product when you link from [redacted] Shopping to any of their websites.I apologize again for the inconvenience and how this matter was handled If you have any other questions or concerns please feel free to contact us at ###-###-####

Revdex.com:I accept the business's response, and I have filed another complaint against [redacted] as a result of their miscommunication Sincerely, [redacted]

Revdex.com:I accept the business's response, and I have filed another complaint against [redacted] as a result of their miscommunication.
Sincerely,
[redacted]

We are very sorry for any inconvenience this has caused you.  This matter was not handled appropriately by our customer service representative and we take full responsibility and are addressing this internally. We apologize for the delay in getting the second bottle shipped out to you as you...

expected from reading the listing in [redacted] Shopping but rest assured the extra item has been shipped to you.  In regards to the listing in [redacted], we have opened a case regarding their Product Listing Ad containing incorrect information about the product in the product name.  While there are areas in [redacted] (known as [redacted] Adwords-the all text advertisements in [redacted] search) that the customer (The Natural) controls the text of, which is what the [redacted] Revdex.com response team may be referring to, the area in [redacted] with the product error was [redacted] Shopping (the listings with the product images).  In this area retailers, such as us, submit the product UPC (barcode) and our price and then [redacted] adds the item to their Product Listing Ad allowing [redacted] Shopping users, like yourself, to comparison shop between different participating companies, like us.  We have no control over the name of the product or image that is shown.  Unfortunately the product information that [redacted] had on this item incorrectly stated that it was a two pack of the product.  [redacted] has responded to our case with the following message:“Thank you so much for calling in today.  I took that product to our specialist team, and it’s currently being evaluated to indicate for you (and the other advertisers/stores that advertise it) that it is not a multipack.  It can take up to 24 hours to complete the process, but I am working on it, and will follow up with you when it has been resolved.”A copy of their email to us is attached.We will update you further once [redacted] has responded that the listing has been fixed on their end.  Unfortunately this was a mistake in the Product Listing Ad and you can see if you look at every other advertiser on this product that no one has a two pack of the product when you link from [redacted] Shopping to any of their websites.I apologize again for the inconvenience and how this matter was handled.  If you have any other questions or concerns please feel free to contact us at ###-###-####.

Review: On 01/**/2015, I followed at ad on [redacted] to a company called TheNaturalOnline that advertised The Vitamin Code Raw for Women for $50.43 for a two pack of 240 vitamins or 480 vitamins total. Upon receiving the order, I only received one pack of 240 vitamins. According to [redacted] at TheNaturalOnline, ###-###-####, [redacted] is advertising their product incorrectly, and they refuse to honor [redacted]'s advertising because they did not place the ad through them; rather, they placed it with [redacted], and [redacted] is pulling their advertising incorrectly. Moreover, they are doing this to almost all the other companies on this ad according to [redacted]. Importantly, [redacted] not only phoned me to tell me this, but she also placed it in writing via e-mail. Finally, I have experienced this problem with [redacted] in the past, specifically [redacted] during the month of 08/2014, and they also stated [redacted] was advertising this incorrectly. [redacted] refused to send me the additional bottle as advertised on [redacted], although they did compensate me with a 50% discount. At that time, I filed a Revdex.com report and an Attorney General report against [redacted] at TheNaturalOnline.com stated that they brought this to [redacted]'s attention, but they are also requesting that I also bring it to [redacted]'s attention. Therefore, I filled a complaint against [redacted] with their State Attorney Generals office and the Revdex.com. I received this response from [redacted] on 02/**/2015: I'm sorry to hear that you didn't get both bottles of vitamins. I personally use that formally and especially like that it includes raw enzyme blends, so I can understand why you'd be disappointed not to receive both! Contrary to what [redacted] shared, [redacted] does not promote products. Advertisers like TheNaturalOnline promote their products on [redacted]. Some of our ads appear on Amazon, but again, these are not "[redacted]'s" promotions, but rather TNO's promotions on [redacted]'s platform. Cont:Desired Settlement: They create the ad text and they control their landing page promotion.Due to your experience, I have raised their misleading practice to our advertising policies team, who will review their account for possible infractions and take any measures to ensure other users are not misled by the promotion.Feel free to follow up through this forum if you have any additional questions about this.Best,[redacted] Revdex.com Team. As a result of their dishonesty, I fell like I have no other choice than to report them

Business

Response:

We are very sorry for any inconvenience this has caused you. This matter was not handled appropriately by our customer service representative and we take full responsibility and are addressing this internally. We apologize for the delay in getting the second bottle shipped out to you as you expected from reading the listing in [redacted] Shopping but rest assured the extra item has been shipped to you. In regards to the listing in [redacted], we have opened a case regarding their Product Listing Ad containing incorrect information about the product in the product name. While there are areas in [redacted] (known as [redacted] Adwords-the all text advertisements in [redacted] search) that the customer (The Natural) controls the text of, which is what the [redacted] Revdex.com response team may be referring to, the area in [redacted] with the product error was [redacted] Shopping (the listings with the product images). In this area retailers, such as us, submit the product UPC (barcode) and our price and then [redacted] adds the item to their Product Listing Ad allowing [redacted] Shopping users, like yourself, to comparison shop between different participating companies, like us. We have no control over the name of the product or image that is shown. Unfortunately the product information that [redacted] had on this item incorrectly stated that it was a two pack of the product. [redacted] has responded to our case with the following message:“Thank you so much for calling in today. I took that product to our specialist team, and it’s currently being evaluated to indicate for you (and the other advertisers/stores that advertise it) that it is not a multipack. It can take up to 24 hours to complete the process, but I am working on it, and will follow up with you when it has been resolved.”A copy of their email to us is attached.We will update you further once [redacted] has responded that the listing has been fixed on their end. Unfortunately this was a mistake in the Product Listing Ad and you can see if you look at every other advertiser on this product that no one has a two pack of the product when you link from [redacted] Shopping to any of their websites.I apologize again for the inconvenience and how this matter was handled. If you have any other questions or concerns please feel free to contact us at ###-###-####.

Consumer

Response:

I accept the business's response, and I have filed another complaint against [redacted] as a result of their miscommunication.

Sincerely,

Review: My name is [redacted] and I placed an order last week.Order [redacted]I am currently a United States Bobsled athlete training for the upcoming Olympic Games and found a great deal on Magnesium powder on your website.I contacted "[redacted]" last week and placed a phone order on Wednesday. Three separate times I asked and [redacted] confirmed to me that my product would go out "priority mail". Since I needed the product by this past weekend that would have allocated the 2-3 day delivery time that the USPS states it takes to deliver a package priority. Having still not received my product today I called and was met with more resistance from [redacted] than anyone that I've ever dealt with in customer service. She repeatedly told me that I was told the truth and the the product went out priority, even though she stated that it was shipped via UPS, and once it got to the post office then it would be shipped priority. I told her that I felt misled and lied to and the fact that my package was scheduled for delivery NINE days after placing the order was proof enough it wasn't shipped priority. She offered ZERO solution to rectify the problem, just stating that that's what her [redacted] told her and that the guys who do the shipping choose how they want to ship out the product and with free shipping its always shipped ups and if I wanted expedited shipping I would have had to pay extra for it. I told her I would have had no problem paying for Priority shipping but since she informed me on three different occasions that it would ship priority obviously that negated me paying for expedited shipping charges. I stated to [redacted] that I had never received so much resistance when talking to a company about a product that I didn't receive and all she kept saying was how she told me the truth and that the package was shipped out Priority. I informed her "priority shipping" was a trademark owned by USPS and if the package went out UPS as she stated and as the tracking # reflects then obviously it wasn't shipped priority. I informed her that since she was willing to do nothing to remedy the problem I would be contacting the attorney general in the state which your company resides and filling a complaint with the Revdex.com. I also stated that I would be placing a hold on the transaction to which she promptly replied with a few choice words and then hung up the phone.I'm positive someone at this company cares about the overall customer satisfaction with the product and service they deliver and im posting this on your webpage to hopefully bring that to the attention of that certain individual.Sincerely yours,[redacted]Desired Settlement: I ordered from a different retailer and would like the difference that I had to pay to have the product overnited

Business

Response:

The customer called The Natural before placing his order, and asked the customer service representative if we use Priority our Parcel Post. These are both services offered by the United States Post Office. Due to we do not use USPS Parcel Post, she told him that we use USPS Priority. The customer service representative informed the customer that the transit time for the Standard Shipping method is 2-6 business days, and that we cannot guarantee the carrier or the method that the order will be shipped unless an expedited shipping method is selected, such as FedEx Standard Overnight or FedEx 2 Day. The customer then placed the order himself on our website. We sent the customer an email with the tracking information once the order had been shipped. His order was shipped via UPS SurePost, which means that UPS will deliver the package to the Post Office, and the Post Office will deliver the package to the customer. Upon tracking the order, the cus tomer called The Natural and inquired why it would be taking longer than 2 days to receive his order, and why it was not shipped Priority. The customer service representative stated that she did not guarantee a delivery time of 2 days, or a shipping method. At this point the customer asked to speak to a [redacted] The [redacted] contacted the customer, and he stated that he was upset that his order was not shipped via USPS Priority, because in his past experiences, he had always received packages within 2 days that were shipped via USPS Priority. The [redacted] stated that the representative should not have promised him a delivery time of 2 days. He replied that she had not promised that. The customer service representative was under the impression that once UPS gave the package to the Post Office, it would be delivered using the Priority service. This is not true, it is not Priority, it is a basic economy service. This was our error. We informed th e customer that UPS SurePost is a new shipping service for us, and that the customer representative would undergo further training on the methods of shipment. To make amends for the inconvenience that had been caused to him, we offered the customer a partial refund of his order, or to have his order returned in the case that he had already purchased the item from another company. The customer declined all offers. The customer was very pleasant, and let us know that he would keep the product because he would still use it anyway. We have now received this complaint from the Revdex.com. The customer is stating that he had to pay to have the product overnighted from another company, and would like to be refunded for the difference that he had to pay to have the product overnighted. We would certainly accommodate this request, even though when we spoke to the customer, he declined any offer that we made him to appease the situation.