The Vitamin Shoppe

Review: I have a coupon from 'SuperSupplements' for 15% off and was notified by email of product discounts. I went on line and ordered 3 Organic Protein Bars, 2 boxes of '"22 Day Protein Bar-Walnut Fudge', 2 'Zing Protein Nutritious Bars' and a supplement called--"Fast-Joint plus Care". I spent 2 days calling customer service; on 11/11 it was unresolved and the customer service rep asked me to call back and speak to a supervisor...after a 15 plus minute wait it took another 30 mintues to resolve the issue...not completely because I could not order the Organic Protein Bars and there was a 1 dollar difference in price when I ordered the 22 day bar via "The Vitamin Shoppe" (The supervisior was very kind, but was not able to make an adjustment in price or provide the Organic Protein Bar...she did honor the 15% off coupon.My biggest frustration is that I had a similar issue when I tried to order from 'The Vitamin Shoppe' and I had to spend time with customer care to get my products per discount. I had to be very persistent. FYI..."The Vitamin Shoppe" purchased "Supersupplements" 4 years ago...they have different prices and product availabiltiy. Also...some Supersupplement stores will interchangeable accept the Vitamin Shoppe Coupons, but not the other way around...kind of a big marketing circus and frustrating the customers!!!Desired Settlement: I would like this business to be straight forward on what they have available and have the same prices would work as well. There was nothing wrong with my visa card, even after removing the Organic Food Bar Protein my order was not accepted. You would have to ask them why...when there was no issue with the online supply of the 22 day bar. The customer service person....tried processing the order 3 times on via the "supersupp", then was partially successful via the Vitamin Shoppe. Stop the Games!

Business

Response:

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]

Review: I ordered a water bottle through The Vitamin Shoppe and my credit card has been charged (prior to shipment). After the charge, they sent me an email saying the product has been back ordered. Then several days later, today, I check my order online and it's completely gone. No product is listed under my order number. I tried to contact the customer service through their online form but when I clicked submit, it says I was not authorized to submit it. I called and no one picked up. I would like my order shipped.Desired Settlement: I would like them to honor my order.

Business

Response:

The order for the customer is still in our system and we will ship it as soon as we have stock. Due to a price error on our site the item was removed. When the item is removed it, unfortunately, is removed from customer's order history. We apologize for any confusion.

Review: I was just at the Vitamin Shoppe in Carmel Mt. I had purchased a few items just yesterday and today I needed to return them. Every item was unopened and I had the receipt. I went in and told the employee I wanted to return my items and she said that "since you paid with cash we have to give you store credit." To my surprise, I said "Oh, ok." I was given store credit for 48$ for things I returned and paid for cash. My intentions were to use the money and pay a bill. Now, I have 48$ store credit that I do not need. After I left the store, I pulled over into a parking lot and read the back of the receipt and in clear print it said that "We are happy to honor all cash and credit returns as long as the products are unopened and you have a receipt within 30 days." I quickly called the store and talked to a different employee and asked why I was given store credit instead of cash when it clearly states on the back of their receipts that they give cash back. He told me that since the transaction was already done that there was nothing he could do about it. So, I'm out of 48$ and will most likely from now on, purchase my supplements online.Thanks a lot Vitamin Shoppe.Desired Settlement: My cash refund of 48$

Business

Response:

We have been in contact wtih the customer and believe to have resolved the issue. We will issue a full refund.

Review: I placed an order with Viatmin Shoppe after an advertised special involving free same-day shipping on purchases over $25. Since my need for the product was indeed time sensitive I made the purchase with Vitamin Shoppe. After the first night the product did not ship, I inquired the very next day and they told me a internal hold up held back the order but it would be shipped out that day. I had the exact same conversation the next two days, I needed the product desperately for my medical health and was told twice the issue was resolved and that the product shipped out but it didn't. This is a gross misrepresentation of their advertised special.Desired Settlement: I just want my product shipped and for them to advertise honestly, if the company cannot handle the volume of orders to honor their special they should not be advertising it.

Business

Response:

Today we called Mr. [redacted] but we were not able to reach him by phone so we sent an email.

In the email we apologized for the delay in shipping and also offered an appeasement.

We are now waiting for his response.

Business

Response:

We emailed Mr. with an apology and promised to look into this situation to ensure that it does not repeat itself . We also issued an appeasement credit for his next order.

Mr. [redacted] reponded as satisfied.

Email chain attached.

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

I have reviewed the response made by the business, 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,

Review: I placed an order with The Vitamin Shoppe after an reviewing several other websites for Whey Protein Powder. The Vitamin Shoppe had advertised "Free Shipping on orders over $25.00 / order by 6pm ET ships the same day". I rushed home from work and place the order before 6pm and was expecting the shipping to ship the same day as advertised and it did not. It shipped the next day so I was upset since I rushed to place the order. At the bottom of their website they have the Revdex.com icon so I clicked and notice this is not the first time this has happened. on 5/21/14 there is another complaint regarding the samething. This is a gross misrepresentation of advertised special and their responds was "We emailed Mr. with an apology and promised to look into this situation to ensure it does not repeat itself. Well it did happen again 2 months later.Desired Settlement: I would like a refund and for them to send me a return label so I can ship back. I refuse to deal with a company that doesn't do as they state or stand behind their product/services.

Business

Response:

We are very sorry we didn’t meet our shipping commitment for your order. We do not want anyone to be unhappy with their Vitamin Shoppe experience so as per your request we will pick up the order and issue a refund.

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.

Review: I have a credit for 7.50 $ They refuse to honor my credit. I am in the military & put it away & didnt use it. I have called the store several times only to be dissed. I have called the corp. office in N. Bergen only to be put off. T this point I want my $ refunded to me. I do not like the attitude of this store. I will take my business elsewhere.Desired Settlement: $ refunded

Business

Response:

We reached out to Mr. [redacted] via email on July 7th and have not received a response. We called and left a voicemail with instructions on how to reach us to have this matter resolved.We will await his response.[redacted]

Consumer

Response:

Review: [redacted]

I am rejecting this response because: [redacted] promised me a refund in May of 2015. This is more nonsense. Please have them send me a refund & I will be done with this company. Give me also the # for " [redacted]". My # is ###-###-####.

Regards,

Business

Response:

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

Review: I have had an ongoing issue with Vitamin shop.com. It began July 30th when I saw the first charge from them. I had not ordered anything as was able to get online and get it taken care of. I don't know what was ordered but it was being shipped to me at my address. I got another charge for the exact same amount a week later, again package being shipped to me and I never ordered it. I contacted customer support again And told them something in their system has me on auto ship somehow. You are supposed to have an account with them for auto shipping, which I do not have an account with them so they should not have my credit card information in their system. I got a charge yet again on August 16th. This time I tried contact customer service and they have a phone number to call as they no longer offer online help. I call their number which says on their site is available "everyday" from 9am -6pm eastern time. So I call the number and it turns out it is only available Mon-Fri which I should have guessed as misinformation seems to be on par with their service.Desired Settlement: I want these charges to stop. I want them to find in their system where they have this order auto shipping to me and cancel it. I want my card out of their system as they should not have had it in the first place.

Business

Response:

Today September 9th. we sent an email to [redacted] and suggested that he contact his financial institution to inquire about his recent charges.See email attached.[redacted]

Review: I ordered from the Vitamin Shoppe online on January 6th, early in the morning. Vitamin Shoppe offers same day shipping if you order before 6pm. After I placed my order, I received a confirmation email with a tracking number that was NEVER familiar with UPS. I never got to see the tracking of my product and it made me think that I was being scammed.

The big mess of a website that they have makes it hard to even track your package. First, you have to go to the homepage>Frequently Asked Questions>Order status>Copy one of the three websites, since they don't hyperlink you actually have to copy and paste it into your browser. At the UPS website, you enter in the non-working tracking number they give you. After trying to plug in the fake tracking number, I called Customer Service and they tried to tell me that the reason I couldn't track the package was because UPS hadn't updated their systems and therefore I would be able to see it later on that day or the next (this was told to me about three times). When the package came on the 10th, again, I ordered on the 6th, I ended up missing UPS. I called UPS because I was sick of waiting for my package and just wanted to pick it up at that point and I was referred back to Vitamin Shoppe. When I called Vitamin Shoppe, not only did the process take forever, but the representative I spoke to tried to tell me that they could not make it so that I could just pick my package up at the UPS store. When I called her out on it, she promptly began to work out the problem. When I got the invoice number from UPS, I saw that the package had not been ready for UPS until the 8th.

There is an option on the website that lets you sign up for 10% off if you are a new customer. I entered my email before I placed my order, hoping to receive 10% off my first order. I had waited a while and entered in my email several times before getting completely frustrated and tossing the idea and then after I placed my order is when I received the email.Desired Settlement: I think the business should refund me for the incredibly terrible first experience I had on their site. I will NEVER order from Vitamin Shoppe ever again, especially ending the way it did. I am so furious because I had the option of going out to get the product in a nearby store and could have had it way sooner than Vitamin Shoppe sent it out. It was not same day shipping, nothing about it was fast or convenient.

Business

Response:

We wanted to contact you regarding the previous order you placed on our website [redacted]. I apologize for any inconvenience that this experience has caused you and rest assure that we are doing all we can to have issues like this rectified so that our customers can have an easy and enjoyable experience on our website. The order placed was shipped out the day after it was placed due to an overwhelming amount of orders that we are experiencing in this new month. The tracking shows that UPS made a delivery attempt and as you indicated there was nobody home to accept and we had one of our agents contact UPS to request a hold and pick up at the location for you which we verified did happen on 1/11/14. I do sincerely apologize the transaction was not as easy as it should have been and we will be more then happy to provide you with a full refund for the order which will take 24-48 hours to post to the credit card ($37.58). If you have any questions or concerns feel free to respond back or contact me at [redacted]. We hope this experience has not swayed you from shopping with us in the future as we are taking all your feedback into working on making the shopping experience a better one.

Review: A few weeks ago I was on Vitamin Shoppe website and the product intense X had great reviews and I went into the store and purchase the product. I had written a check. When about several weeks later I noticed the product was not working as described online. I contacted the Owings Mills, MD and store with manager [redacted]. I explain to [redacted] I did not have my receipt but I have a copy of the check that was written from the bank. Even thought the product discription was false, [redacted] declined to except my return as I could not locate the original receipt. The is extremely poor business as I patronize Vitamin Shoppe a lot. I have made numerous purchases from Vitamin Shoppe in past.. This is a very poor practice and [redacted] will cause Vitamin Shoppe to loose lots of business. POOR practice.Desired Settlement: I would like for the Vitamin Shoppe to honer my return for a store credit. PLEASE FORWARD TO THE CORPORATE OFFICE..

Business

Response:

We have reached out the customer and will exchange the item at our store.

Review: I have been purchasing Vitamine Shoppe brand psyllium husk for cholesterol reasons for a long time. Recently, the packaging and formula changed. I was told by my local store that they were told the formula was not different, but it is different. It tastes horrible and foams up. I have switched brand to NOW and would like an explanation of when Vitamin Shoppe will go back to the previous formula. I ordered several bottles on [redacted] since they had the old package sticker in the advertisement, yet when the arrived, they were the new formula and new label; both worse than the other formula.I would like a refund for the 4 bottles I purchased as well as information from someone who knows about the formulas so I can find out where to purchase the old formula.Desired Settlement: DesiredSettlementID: Other (requires explanation)

See request above. I called corporate a long time ago and no one has had the decency to call me back. I was even transferred to an area where this type of question would be answered, yet no one has called me back.

Business

Response:

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.

Consumer

Response:

Review: [redacted]

I am rejecting this response because I received a curt response in the form of a voice mail that basically stated there would be no discussion of the product information I requested.I will require a phone call from someone who can discuss, not just leave a blow off message, the question about the formula I have. The person should also leave a call back number and best time to be reached if they cannot get a hold of me.

Thank you,[redacted]

Review: The Vitamin Shoppe intentionally misleads it's customers by advertising on the top of it's website that all orders placed by 6PM will ship that same day. It does not ship orders received the same day by 6Pm of that day, nor does it ship the following day. They use very non-specific language on their disclaimer, specifically, "pending verification of billing information and the shipping method selected."This language allows the Vitamin Shoppe to take as long as it likes to ship an order, claiming they have to verify the billing information. However, if the order in question is a repeat order, to the same customer using the same payment method how can they legally get away with such a blatant falsehood? Anyone needing to order supplements, vitamins, etc., in a time sensitive manner would be well advised to go elsewhere to do business to ensure proper delivery. A public company should not be allowed to intentionally mislead consumers in such a blatant way.Desired Settlement: They should be required to clearly state their shipping policy on their website and offer refunds to consumers who have been duped by their obviously intentional deception.

Business

Response:

[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.

Review: I placed an order with The Vitamin Shoppe and received my total of $47. The next day I have a charge on my debit card in the amount of $51.18. When I called customer service I received an "I don't know how that happened, but all I'm seeing is $51.18. I talked with another agent who told me, "That's strange but I refunded you $4.90." My order ships out and I am charged $51.18 when my email confirmation shows my order total at $47.00. My order qualified for free shipping. So the extra money is not from that, I expected to receive a refund of the difference $4.18 or I will be disputing the charges with my bank. This is an unfair practice and you can't add mystery charges just because you feel like it and have your customer service agents lie saying they "don't know how that happened."Desired Settlement: I want a refund in the amount of $4.18.

Business

Response:

Tell us why here... We sent below message to customer on May 18th.We wanted to contact you regarding the matter below which we do apologize that it has caused you aninconvenience. I was able to research this matter and had the accounts payabledepartment issued the refund of $4.90 back to the credit card on 05/12/15. Ifyou do not see this refund reflected on the account please let me know and Iwill respond as soon as possible and help you with the issue. We hope you havea great day and thank you for shopping with the Vitamin Shoppe.Customer Care

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.

Review: I made an online purchase on VitaminShoppe.com. Never had a problem making purchases in my local store but this time I decided to make the purchase online. They billed my credit card twice. They said the first charge was an "authorization" charge, made for the entire amount of the transaction. Then they claimed the second charge was made when my order was shipped and it was the "real" charge. First, nowhere on their website or in their Terms of Use or Purchase Policy does it state that they make two charges like that. I have heard of rental car agencies or hotels making open "authorization" holds because of the nature of those transactions but I've never heard of store doing it and never had this happen in the dozens and dozens of other online purchases I have made. If they had at least informed me somewhere in all their policies that this would happen I would never had made the online purchase and would have instead gone to my local store. Second, they claim the 2nd charge was made when my order was shipped. However, my order didn't ship until 2 days after they made the second charge. (This is a secondary complaint but they claim all orders made before 6 pmEST will be shipped the same day. Mine was not shipped until 3 days later and I even paid for 2nd day shipping which was a total waste of money.) I did contact my credit card company and they said that Vitamin Shoppe had not released the hold on the authorization charge yet so the amount would be held until over a week from now. I then contacted Vitamin Shoppe customer service. They confirmed this practice is not in any of their agreements and said someone would call me by 2 pm today to deal with the problem. They never called. And because I use a prepaid card with only the funds I intend to use to make purchases loaded on it, this means I either have to wait over a week to make my other purchases or reload the amount of my transaction to cover the double charge. Awful way for them to do businessDesired Settlement: They should at least inform their customers in some way of this double charge policy. And they should have to decency to call when they say they will or try to actually doing something about the incovenience. This is more to warn other potential customers as I will never be doing business with this company again. And if you are a potential customer considering ordering from them online, find another company to do business with!

Business

Response:

We apologize for the order receiving a double authorization. This was a system error and is not a standard practice. All orders placed on our website are authorized for the full amount of the order once. As the order ships we charge the credit/debit card. Also, we have refunded the shipping cost on the order, $11.99, on 7/1/14. We believe this will resolve the matter and again apologize for the inconvenience.

Consumer

Response:

I am rejecting this response because:

Two different issues. The double charge and the refunded shipping costs. First, I received multiple contradictory answers from their customer service. The final answer I received from [redacted], one of the Customer Care employees, is that it IS their policy to make two separate charges, with the first "authorization" usually disappearing (being refunded) within 1-3 business days. Although this is their policy, it isn't stated anywhere in their lengthy Terms of Service agreement or their Purchase Policy agreement. Seems like a purposeful and glaring omission to make.

Can you imagine if every time you used your debit card to make a purchase the company deducted twice the amount of the transaction (without even telling you, even in the fine print) and then their response was "Oh, that's just how we do it. Don't worry. You'll get your money back eventually." That's good business?? Maybe it isn't an issue for customers using credit cards where the charge will have been reversed by the time they get their statement and have to actually pay their credit card company. But for debit or prepaid card users it is a different story. (And for the record, it took just over 10 days for me to get my refund. I did speak with a customer service rep who was going to try to fast track my refund but she told me she couldn't unless I provided her with my card number AND my social security number so she could contact the bank on my behalf.)

I do think that they can conduct business that way if they want to. Some businesses, like hotels and even gas stations (when you swipe your card at the pump), will place an authorization hold on a card that can take a while to be released. But I've never heard of that happening with a simple webstore purchase. And my biggest issue is IF THAT IS THEIR POLICY THEY SHOULD DISCLOSE THAT IN ADVANCE. (If I had known in advance I would have found an alternative store to use or made the purchase in one of their local stores near me.)

As for the refunded shipping costs, their response makes it seem like they did that as a way of making up for the problem, which is absolutely not the case. Shipping was initially free. I paid extra to have my items shipped 2nd day air. Their website promised that all orders received before 2 pm would ship that same day. My order was well before the 2pm deadline but wasn't shipped until over 48 hours later. Not same and not 2nd day arrival. That's why I asked for a refund of the shipping.

Yes, I did eventually get the refund. Yes, it was definitely more than a slight inconvenience. I won't be doing business with them again. To anyone planning on doing business with them online, I'd say Buyer Beware -- big time. And why are "accredited" businesses not called on having hidden policies like this to begin with?

Review: I have been attempting to close my account and have my online access denied for months. The company states that my account has been closed but I am still able to log in to their website and see my entire history. I understand they will always have records of past customers but I demand the online access be denied as I have been able to accomplish with every other company I have terminated business with. I find this companies customer service department an absolute joke.Desired Settlement: I demand my online access be closed immediately.

Business

Response:

We have removed the access for Mr. [redacted] online account and believe this will resolve his complaint. We have attached the email sent to Mr. [redacted] regrding this matter.

Consumer

Response:

After many months of completely unnecessary aggravation this pathetic excuse for a company has finally closed my account. I would never, ever recommend this company for so much as an aspirin! They are totally incompetent at any semblance of customer service. Buyer beware.

Review: I have tried multiple times now to contact Vitamin Shoppe online as this is the method I have used to make my Vitamin Shoppe purcahses. No one (besides a generic automated response) is getting back to me. I have a 100 capsules bottle of the Vitamin Shoppe brand C-1000 Complex. Each vitamin now has a rust color where the capsules come together. They were not this way when I had first purchased and opened the bottle, but now each one looks discolored. The bottle says the EXP date is 08/14...obviously they're not expired, so what is happening here? It is too concerning to consume these as something does not seem right. I have kept them in a dry place. If it helps to know, the number before the EXP date says: 114290 I have submitted these details to Vitamin Shoppe multiple times now, but as I said, no one is attempting to reply or remedy this situation.Desired Settlement: Contact and replacement of product.

Business

Response:

We left a message for the customer on 11/12/13 stating that the issue with the item is quite common with ascorbic acid as this is its reaction to moisture. We left a number where she can speak to our Product Information directly but haven't heard back from the customer. We believe the complaint to be resolved.

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

I do not handle my business over the phone. Had my "complaint" been properly read and noted, (especially the original times I tired to use the contact from through the Vitamin Shoppe website), I clearly stated that the desiccant was STILL in the bottle and the bottle has been stored in a dry place. The rest of my vitamins (other brands and types) do not have this problem.

Regards,

Review: I visited the Vitamin Shoppe store # 232 to purchase a few products. The [redacted] with honey (1801307) and [redacted] Invigorating face wash ([redacted]) were not available in store and so upon request the associate placed the order online through the website for these products. The name of the associate who helped me was [redacted]. When I asked her if these products would be delivered to my home address she confirmed that they would. Then when I saw my receipt, where it said "ship to store" and I checked with her, she again re-confirmed that the products would be shipped to my home address. However, I was not convinced and at that point she mentioned that I could not cancel/change my order. So I called up the customer service of Vitamin Shoppe at phone number [redacted]. The associate I spoke to informed me that the order was NOT going to be shipped to my home address. Supposedly all orders placed online at the store can only be shipped to the store. She did not think the shipping address could be changed. I wish I was informed of this when I placed this order in the store. I am a busy professional with long work hours and that was the specific reason I wanted the products shipped home in the first place. I hope the issue gets resolved.Desired Settlement: 1. Have the products shipped to my home address.2. The company should train the store associates more thoroughly so they do not mislead/give wrong information to the customers.

Business

Response:

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.

Business

Response:

We have sent a replacement order at no cost and we believe this resolves the complaint.

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is acceptable to me. In the future, I hope Vitamin Shoppe offers better customer service to its clients.

Review: Hi - Based on an discount price for a Camelbak water chute (Vitamin shoppe product#: C3-1071 CAMELBAK CHUTE .75L RUST 0.75 LITER), I ordered 2 of this item on June 25th, 2014 (vitaminshoppe.com Order #: [redacted], total charge: $8.70). I received an order confirmation email on same day.

Next day, June 26th, 2014, I received the following email saying the item is back ordered and they will ship the item as soon as they restock the item.

Thank you for choosing The Vitamin Shoppe, your source for a wide selection of healthy living solutions. One or more of the items that you have ordered is currently unavailable and has been backordered. We apologize for the inconvenience. Please be assured that when these back ordered item(s) arrive, they will be shipped to you immediately, with no additional shipping charges.

Order Number: [redacted]

Order Date: 25 Jun 2014

Backordered Item Description Qty

__________________________________________________________________________

C3-1071 CAMELBAK CHUTE .75L RUST 0.75 LITER 2

On 3rd July, 2014, I received another email from vitamin shoppe stating that they have cancelled my order due to pricing error:

You recently placed an order for Camelbak water bottles on our website at www.vitaminshoppe.com. Unfortunately, due to a pricing error, the overwhelming demand and the manufacturer’s ability to meet this demand, we are unable to ship the Camelbak products. As a result, we cancelled these items from your order. Please note that if you have other items in your order, they are processing as normal. We apologize for any inconvenience this may have caused you.

We would like to make this up to you by offering you a 10% off coupon that you may use towards a future order. To redeem, please use coupon code [redacted] at checkout.

After receiving the above email, I have sent email to vitamin shoppe to entertain my order. Please help.Desired Settlement: Please entertain my order (Order #: [redacted]) and send the items at the ordered price.

Business

Response:

Unfortunately we do not have enough stock to process this order. We have sent a 10% coupon with our apologies. This coupin can be used for any item(s) on our site.

Consumer

Response:

I am rejecting this response because:

This is against their promise to ship the item. They should have proactively monitored the stock and update the same on their website.

Review: I ordered vitamins but refused them. UPS contacted me looking for brokerage fee's that I felt were outrageous. I told UPS to please return the item to the sender as I could purchase elsewhere for a more reasonable shipping cost. I immediately called The Vitamin Shoppe and was advised that once they received the item back they would credit me and the women apologized for the inconvenience. I called UPS today as I saw the was still sitting at their depot and asked what was going on as it should be returned to the sender. I was told that they said to abandon the parcel. I called the Vitamin Shoppe and was now told that any parcel refused or not delivered they will not refund or even offer a credit. So I'm out just over a $100, which feels like robbery. Had I been made aware during the first call that no credit was going to be given I would have paid the brokerage and been done with it. It feels like robbery.Desired Settlement: I would feel better with a credit and may even purchase from there again.

Business

Response:

We Manually refunded the customer the full value of the order as requested. We contacted customer about the credit.

Review: On Aug. 23, 2014, I placed an order through this company's website. They shipped the order, but UPS failed to deliver it to my home address. Instead they delivered it to a "UPS Access Point" and I am expected to go and pick it up. That is entirely unacceptable. I placed the order for delivery to my home address because it was convenient. Having to pick up the order is not.

I informed the company on the phone that I was not picking it up and I refused delivery. They were supposed to refund my credit card for $23.23. To date, I have not received a refund.Desired Settlement: I expect a full refund of $23.23 plus any interest that I am charged because they charge is not paid in full.

Business

Response:

UPS tracking shows [redacted] finally received his order.we sent email to [redacted] about what occurred. we also issued refund as he requested.Email attached.[redacted]Customer Care Supervisor.