The Vitamin Shoppe

We have issued a full refund for the order ($31.64) and we are reaching out to [redacted] in regards to the Psyllium Husks formula.

Our flash sale for 15% off did have exclusions and one of the exclusions was Sports Nutrition items. At the time of our sale the Sports Nutrition exclusion was clearly displayed in the banner with the notification of the sale. The item in question Optimum Nutrition 100% Gold Standard Whey is a...

sports nutrition item and would not be part of the sale. We do apologize if you believe you were mislead as that was not our intention.

[redacted] order was placed on 2/2/15 at 8:20PM so hisorder should have shipped out on 2/3/15. Unfortunately his order shipped a daylate on 2/4/15.We certainly are sorry that his order shipped late. We do our best to meet our 6PM promise to our customers, butobviously didn’t meet the promise with...

this order. We needed to performverification for this order and once verification is required those orders fallout of our 6PM promise. However, even with the delayed shipping [redacted] orderwas delivered on 2/5/16, which is within our standard shipping delivery time of2 – 6 business days. Again we are sorry that the order shipped late and we thank[redacted] for the valuable feedback.

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution is satisfactory to me.
Regards,
[redacted]

I placed one order with this company for crunch bars. The product and delivery were satisfactory, but in the two months since I placed the order, I have been deluged with unwanted and unsoliciited spam on a near daily basis. I have written customer service, I have unsubscribed, repeatedly, and nothing stops this spam although customer services responds to say it will stop. But it doesn't. I will not order anything again from this company because of this harassment. Their prices are not that good unless you happen to catch a sale, and obviously their customer service is lousy. I will not support a business that doesn't care about its customers.

We have discussed this issue with Mr. [redacted] and we’ve issued him a gift card for his experience. We will also honor his return and refund on his next store visit. We will be discussing the experience with the store staff internally to improve all customers shopping interactions going...

forward. We certainly apologize for this and thank Mr. [redacted] for bringing it to our attention.

Quick update on this.
Mr. [redacted] just responded to our email and accepted our apology.  
We assured Mr. [redacted] that we will investigate "why his order was delayed" and work to fix the issue.

Complaint: [redacted]
I am rejecting this response because:
Again, the company knows full well that the Google Shopping lists many merchants when looking for an item.  Google Shopping also display special offers on these items if the vendor (Vitamin Shoppe) elects to have a special offer.  Because of the special offer, customers will click through google shopping and will land on the said companies product page.  This is the first time you would arrive at Vitamin SHoppes website, and no where does it say these terms.  Onlyl when you go to check out are you informrmed, otherwise you would have to specifically navigate the site to find the terms as stated in the accused response. Again, Vitamin SHoppes ignored the accusation and defended something different other than what they were charged. Vitamin Shoppe dishonorably offers a Special Offer on Google Shopping.  The industry terms this click bait.  It is frowned upon, is a shady business practice, and Vitamin Shoppe should be punished.
Regards,
[redacted]

We are sorry that your order was returned back to us. We've doubled checked our systems and we issued a refund of $32.67 on 8/8/16.

We are issuing a refund check for $7.50 to the customer.

We have looked up the order in question and the order contained 1 item and had a quantity of three ordered. The order did ship complete and we apologize if our email communication stated other-wise. When we receive orders we process them as quickly as we can to get orders out to our customers and...

unfortunately when we were contacted to cancel this order we could not do so. The order does fall under our 30 day return policy and can be returned if you are unsatisfied.

April 23, 2016
Attn: Customer Relations.
On April 22 at The Vitamin Shoppe located at 2205 N. Federal Hwy, Ft. Lauderdale 33305 I purchased two items totaling $50.98. This morning, April 23rd upon a review of my checking account, I found two pending charges for the exact same price of $50.98. The Vitamin Shoppe must have accidentally charged my account twice. No big deal...let me give them a phone call and try to rectify it or ask if I need to bring in a copy of my bank statement. When I explained the dilemma to Ike the manager on shift, his response was "That's impossible, we can't double charge". In response, I suggested I bring in a copy of my bank statement showing the two pending transactions with two different transaction numbers from The Vitamin Shoppe. He told me there's no need for that because there's nothing he can do to help me. Not once during our conversation did he ask for my name and information to at least look up my transaction. He suggested I call my bank and attempt to resolve it with them, at which I then stated " this is why I shop with Amazon.com because they would have looked up the transaction, verified the situation and resolved it...making my shopping experience a smooth, happy experience. Ike then became upset, argumentative and interruptive. I expressed my dissatisfaction with his behavior towards me as a customer and this will all go into my review of my shopping experience at their store, plus I'm going to use his behavior when I call The Vitamin Shoppe corporate office. Ike hung up the phone on me. Hmmm....The Vitamin Shoppe charges me twice (accidentally) and owes me $50.98 and then I receive abusive attitude from the manager on duty and he hangs up on me. How interesting is that? If I had a problem with a transaction with Amazon.com, they'd have been apologetic and extremely cooperative with me, thus making me feel as if I am a valued customer. Upon contacting The Vitamin Shoppe customer service, I spoke with a representative named Elley and explained my experience thus far. I was calm, but obviously a very dissatisfied customer. She apologized for my experience and told me I would receive a call from corporate on Monday as they are not in the office during the weekend.
I do expect to be refunded the mistaken transaction funds, but I sincerely hope the manager Ike receives some sort of disciplinary action and training in customer relations.
An apology would be a good start.
I will be holding off from submitting my review pending the outcome of our investigation....
April 27, 2016....
It is now 5 days after my purchase at The Vitamin Shoppe and 4 days since I initiated my complaint with customer service at The Vitamin Shoppe. I did not receive a call from corporate Vitamin Shoppe in regards to my financial issue nor the abusive treatment from Ike the local manager.
I instead initiated a call regarding both issues and was told my funds will be refunded. In regards to Ike and his abusive customer relations skills....well, I haven't been contacted by anyone from The Vitamin Shoppe which is indicative of a much bigger problem at The Vitamin Shoppe.
The Vitamin Shoppe clearly does not care about their customers. This is why their employees are completely unskilled in customer relations. Hence, this is why I do the majority of my shopping (spending my hard earned money) at Amazon.com....a company which clearly has a complete training department on customer relations. Amazon has the exact same products for $9 less with 2 day delivery which will be subscribed to for a very pleasurable monthly delivery.
Thank You Ike. Thank you Vitamin Shoppe for a very long drawn out disastrous $50 shopping experience.
Yours truly...
An educated consumer.

We definitely apologize for the orders that were cancelled. Unfortunately, the orders were cancelled automatically by our system as our store didn’t process the order on their end in the allotted time. When we cancel an order we send an email to inform customers of the cancellation and...

apologize that you didn’t receive this email. We have reached out by phone to see if you are interested in re-entering the order but we were not able to reach you. We have also sent you an email so we can connect. Again we do apologize for this inconvenience and hope we can connect to re-enter your order.

We are very sorry for not reaching out to you when you initially requested to speak to management. We do acknowledge we should have provided you with more timely feedback and again apologize. Unfortunately we would not be able to honor the price match request.

spoke to [redacted] and resolved this matter
by offering her a $25 in house credit for the inconvenience. The customer was very happy with the resolution  [redacted]

Our flash sale for 15% off did have exclusions and one of the exclusions was Sports Nutrition items. At the time of our sale the Sports Nutrition exclusion was clearly displayed in the banner with the notification of the sale. The item in question Optimum Nutrition 100% Gold Standard Whey...

is a sports nutrition item and would not be part of the sale. We do apologize if you believe you were mislead as that was not our intention.

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.

My name is Bryan and I'm the Customer Care Supervisor on duty here at our Corporate call center. First and foremost, I would like to apologize about your very first order with us and the experience with the items that were on backorder after the order was originally placed.I currently see a few of...

these items have a tentative in-stock return date of on or before September 14th and a few other items with a tentative in-stock return date. Depending on the inventory available at the time the order was placed, our website may have not had a chance to update these items and their availability status. Nonetheless, I see that our of the backorder items this equates to approximately $40.00, therefore, as a form of resolution I'd like to send you a $40.00 gift card for your very next in-store or online purchase with our company. Can you please confirm your address where I can send this gift card to? Thank you, have a happy and healthy day!

We spoke to the customer and we offered a refund back to her credit card. She was happy with the resolution.Carlos

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business, it is concerning that their statement of a credit added to my account was untrue as this most recent order was placed through a guest account, please apply the credit to my main account ([redacted]. Due to their willingness to look into the issue and address my dissatisfaction, I find the resolution for complaint ID [redacted] satisfactory to me.
Regards,