The Vitamin Shoppe

Review: I am a long time customer and all of a sudden all of my orders are being refused. I am being told it's because of my order frequency... as in I was told I am ordering from this business too often. Now I am having to seek products elsewhere and waiting on pending orders with vitamin shoppe. This is getting old, I have used multiple credit cards, none of them have been declined, yet they refuse to send me the products. This is really bad customer service, I have spoken with them and all they can tell me is it's my ordering frequency, is this actually considered a legitimate reason and why is their customer service ok with telling me this and leaving it at that?Desired Settlement: I'd like some sort of gift certificate or coupon for all of the trouble with your company. This has been over 3 orders that have been refused, each time I have had to wait 3-5 days to find out it isnt being shipped.

Business

Response:

We have reached out to Mr. [redacted] via phone seveal times and sent the below email, but unfortunately have not reached him.

We wanted to contact you regarding your feedback on the cancelation of various

orders placed recently. We apologize for the inconvenience and I have removed

the option on the account that had the orders canceled. The orders you now make

will be processed pending credit card approval. We will also like to extend a

credit of $25 for the next order you make as a courtesy from our company for

the inconvenience we created. If you wish to make an order and provide the

order number, I can then provide a refund of the $25. Feel free to reply with

any questions and concerns you may have.

Review: I contacted Vitamin Shoppe to see if they would match their competitors price on an item which was priced 25% higher. My original email sent to Vitamin Shoppe customer care through website on 08/26/15. A response was received by [redacted]. the very next day. However, it did not address my concern and furthermore was an unprofessional and poorly timed opportunity to push the Vitamin Shoppe brand product on me. I responded to [redacted]. ([redacted]) and asked her to fwd my extreme dissatisfaction onto a manager and have them contact me immediately. [redacted]. responded immediately and confirmed she sent my email to a manager. On Sept 2, nearly a week after our communication, I circled back with [redacted]. and asked for a status update on why I had not been contacted. It is now Sept 8 and my feeling is that Vitamin Shoppe does not take my concerns seriously and that they are alleviating their responsibility by ignoring a former loyal customer.Desired Settlement: This is complaint resolution 101 and should NOT have taken nearly two weeks to have a manager intervene. I'd like some sort of monetary incentive for the aggravation and time spent trying to resolve a simple price match situation.

Business

Response:

We are sorry that you feel we were trying to push the Vitamin Shoppe Brand items on you and that was not the case. We were just trying to let you know of other promotions we had as we do not price match. The below information is taken from our website.PricingWhat is your price matching policy?The Vitamin Shoppe offers competitive prices for all of our items. We do not price match competitor website prices or promotions.

Consumer

Response:

Review: [redacted]

I am rejecting this response because it does NOT address the fundamental lack of communcation which was requested(to be contacted by a manager almost two weeks ago!). Furthermore if this companies prices were so competitive then why would their largest competitor, [redacted], be offering the same product at a 25-30% price reduction?? If this is the type of unprofessional and second rate complaint resolution that can be expected from a "trusted" retailer such as the Vitamin Shoppe then I will be taking all of my personal and business needs to a competitor. The lackluster "branding" damage control displayed by the respondant is appauling. Please send complaint back to the business and have them try this again.

Regards,

Business

Response:

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.

Review: I had called earlier and internet chat about non delivery and my request was met with sarcasm by [redacted]..[redacted] issued threats thats if I do stay on hold I would not get refund. I waited a week for this medicine and they ignored speaking to the shipper until the final day.Desired Settlement: IT TAKES 7-10DAYS TO PROCESS REFUND SHE SAID NO ALTERNATIVE. I want immediate refund in cash now so I can regain my health immediately

Business

Response:

On September 29th we emailed Mr. [redacted] and informed him that UPS had difficulty locating his address therefore the order was returned. We issued a full refund back to his paypal account.

Mr. [redacted] responded back to to our email on same day.

Review: Put an order on Jun 25. On Jun 26 I received an email claim that the items I ordered are Back-ordered. Waited for more than 2 months and did not hear anything from that company. Today I did an online chat with a service guy [redacted]", and she told me my order was cancelled on July 3rd! I do not understand that why my order got cancelled. Several of my friend put the same order as me on the same day, and they received the items on mid July. I am very unhappy about how the company do things. Cancelled my order without any notice, and treat customer unequally.Desired Settlement: Need an apology from the company, and deliver my order ASAP.

Business

Response:

Today on September 9th we sent customer an apology via email and also sent him a free order for the products he ordered.

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 have purchased 32 shaker bottles on January 2nd. Briefly after I've received an email stating the order is on backorder and that the items will ship as soon as they become available. On January 8th I went to check the status of my order only to see the order empty on Vitamin Shoppe website. I entered a chat with Roxy who stated my order has been canceled and that I should have received an email about it. Vitamin Shoppe canceled my order after I provided all my personal and credit card information. They have never informed me about the cancellation nor did they attempt to offer any sort of comparable items instead.Desired Settlement: I would like to see Vitamin Shoppe honor my order and send me the items I've ordered (or comparable items). My order number was [redacted].

Business

Response:

Due to an error the item ordered, [redacted] Shaker Bottle, waspriced on our website for $0.99. The regular price for the item is $7.99 so wereceived a lot of orders for the item. Unfortunately we were unable to fulfill ordersplaced for the shaker bottle and had to cancel the orders. Below is a copy ofthe email sent to customers that ordered the [redacted] Shaker Bottle. Dear Valued Customer,You recently placed an order for [redacted]Shaker bottles on our website at www.vitaminshoppe.com.Unfortunately, due to a pricing error, the overwhelming demand and themanufacturer's ability to meet this demand, we are unable to fulfill yourorder. As a result, we cancelled this item from your order. Please note that ifyou have other items in your order, they are processing as normal. We apologizefor any inconvenience this may have caused you.We would like to makethis up to you by offering you this 20%off couponthat you may use towards a future order. To redeem, please use coupon code at [redacted] checkout.Thank you for choosingus to help you fulfill your wellness needs. To your best health. Sincerely,the Vitamin Shoppe teamWhile we are unable to honor the price for the [redacted] Shaker Bottle or a substituteitem, we will be happy to honor the coupon. We understand this might not be thebest outcome but we do sincerely apologize. The coupon code [redacted] can be used on our site for20% off.

Consumer

Response:

I am rejecting this response because:

Number of orders were honored and shipped. Why was mine discriminated against?

Business

Response:

We definitely understand your frustration with thissituation and please know we tried to please as many customers as possible.Some orders with limited quantities of the [redacted] Shaker bottle were shipped. Toget orders out to as many people as we could we had to cancel orders that containedhigher amounts. Unfortunately this included your order. We certainly apologize for this.

Review: I purchased items from their online shop and then received an email asking me to complete a survey, offering me a 20% discount for doing so. The email stated the discount was "enclosed". Upon completing the survey, I never received the discount. When I contacted their customer service, I was asked to send them the email. I was then told that they do a drawing for customers to receive the discount. This was never stated in the email and I was led to believe that my discount was enclosed in my email.

I have all email correspondence along with the advertised offer.Desired Settlement: I want the 20% discount that was promised to me for fulfilling my part, by completing their survey.

Business

Response:

I have called the customer and apologized. I told Ms. [redacted] that we would honor the 20% discount and she can place an order over teh phone. I believe the complaint to be resolved but if it is not Ms. [redacted] has my contact information.

Review: I purchased a [redacted] (Order: [redacted]) from you on [redacted].COM. The 1st time I tried it, I got a severe burn on my thigh, a complete ring around my thigh. Even though this happened, I waited 2-3 days to heal and tried it one more time. Once again, I got a severe burn before I could remove it. I contacted you through [redacted] and got an auto-reply that it was being forwarded to the correct department. Later, after no reply, I filed a complaint with [redacted] for a refund. They came back and stated that the seller (you) refused to refund my money stating that this issue was not guaranteed in your policy. However, all I can find is that I can return it for any reason within 30 days. It had only been a few days. I disputed the denial claim again and [redacted] closed it again, stating that you refused to take it back and that your policy stated it was not returnable and [redacted] closed my ticket again. It may not be much money to you, but I work hard for every dime I make in the military and I need this refund. I despise being ripped off. Your ad had NO MENTION of a silicone band.Desired Settlement: I will be glad to return the item, I want a refund/credit back to my card.

Business

Response:

We have refunded the rest of the order, for a total refund of $29.50, so this should resovle the issue.

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.

Regards,

Review: I ordered Bing energy drink and it froze, they talked me into trying it again with a free replacement with the promise they would email me the day it was coming to I could have someone put it in my house. They did not and it refroze. They then told me they would refund as they didnt want to chance again-I agreed totally. They sent me a return shipping and I called and told them I had recycled the cans already as they didn't ask of that with the first replacement I had no idea I was to keep the busted cans. I have tried on 12/22/14, 1/18/15, 2/6/15 and 2/25 and 2/26. All with promises of receiving a refund the last one in 2-4 hours, the previous 7-10 business days. My credit card company was going to put to dispute but after 60days they can't. It is only $27.74 BUT it's the principle and how many others do they do this to?Desired Settlement: I prefer refund but would accept replacement as I am no longer traveling.

Business

Response:

We certainly apologize for the time it took to issue the refund.In no way did we mean to delay your refund.Our records show a refund was issued on 2/25/15 for $27.74.The refund was issued back to the credit card used on the original order.Again we are sorry your refund was delayed.

Consumer

Response:

Review: [redacted]

I am rejecting this response because:I just called my credit card company and there is no credit. Keith from Vitamon Shoppe said on 25th the credit would show in 2-4 hours and I told him I would give him until the next day or I was going to Revdex.com.

Regards,

Business

Response:

We have double checked our records and see a refund of $27.74 issued on 2/26/15 to the [redacted] card used on the original order.

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.

Regards,

Review: On Thursday, April 30, 2015 I placed an order on vitaminshoppe.com in the total amount of $48.39. On Friday May 1, 2015 I received an email stating that one of the items were no longer available. In addition, I received another email stating that the rest of my order was shipped. I called customer service on Friday, May,1, 2015 to confirm if I would be receiving a refund for the product they stated was no longer available and she assured me that I would. It is now Tuesday, May 5, 2015 and my order has not shipped (I confirmed this information with UPS) and I still have not received a refund for the item they no longer have available.

Please explain the following:

1. Why would your company send an email confirmation falsely stating that products were shipped to the customer when they were not?

2. Why would you falsely advertise products as available for purchase on your website when they are not?

These issues have caused me a huge inconvenience. I've never had any issue with Vitamin Shoppe before. Hopefully these poor business practices will be resolved quickly.Desired Settlement: A refund for the full amount of $48.39. The items I ordered shipped free with expedited shipping due to the false advertising and false shipping documentation that was sent to me via email.

Business

Response:

We contacted Ms. [redacted] via email on May 18th. We apologized for the inconvenienced this may have caused.We provided details about how tracking works when a packaged is shipped on a Friday. We provided further details about the type of carrier that was used to ship to her P.O Box. In regards to her inquiry about the cancelled item we explained that because it is cancelled her [redacted] account was not charged.Ms. [redacted] received her order within four business days which is well within our promised delivery time frame.

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: During Black Friday, Vitamin shop had this amazing deal of two 5lbs of Whey Protein which I quickly ordered. Long story short, when I checked the tracking number a few days later, it showed that the sender had requested the product to be returned. On Thursday I called and they mentioned how there were "fraudulent" activity on my end. I immediately called my credit card company, and they said nothing was wrong, and if it was, I would have received a message. So there were nothing wrong with payment, and in fact, I was still charged with the product as well, and second, I never received any notifications via phone or e-mail about my account activity with Vitamin shop.

So I called the next day and they referred me to the billing department, the first person I called in that department hanged up when I tried to explain my situation with this issue. When I called and made note of it the second time, a gentleman made it clear to me that he had no idea what the details of the fraudulent activity was, and that my account was just suddenly closed. Once again, I only find these things out through interaction with calling them, but not through a notification via e-mail or text. They also told me there would probably have no way of honouring the deal, and that I should expect a refund. I also talked with several of my friends who have ordered from them with the same deal, and they mentioned how their payments were cancelled as well.Desired Settlement: I do not know how this retailer handles its customers, but I did not like being accused of something I did not do or had no transparent knowledge of. There was a definite lack of transparency and it was completely inappropriate to hang up on a customer.

I trust the company will refund my credit card, however, more than likely I can not see any outcome of myself buying from this company again but I will actively continue to recommend friends to other retailers.

Business

Response:

We contacted [redacted] and informed him of the reason why his order did not ship. He was happy about the call. We prepared a replacement and sent it via expedited parcel.[redacted] is satisfied with this resolution.[redacted]Customer Care supervisor

Consumer

Response:

Review: [redacted]

I am rejecting this response because:Initially I was very satisfied with being called and informed as to why my both of my orders were not initially processed. I thank the company for taking the time to respond to the questions I have had and try to resolve the issue by apologizing and replacing one of my orders plus expedited shipping. However, I never received the replacement, and only when this response came in did I call the company once again to inquire the status of the same order that I had placed a month ago. Then after being on hold and transferred to another department, and then after a few questions regarding my account, I was told was that there was another issue with the order and throughout my call, it had now been resolved and I should expect to receive it tomorrow. I was very surprised to hear this, as not only had I expect to receive it last week, but they had never contacted me either through e-mail or phone that there was another issue with the order, nor was I aware that this order was being on hold. So though I was waiting for "expedited shipping," I would have to assume that this order would most likely not have been shipped if I had not once again reached out to them about it.Though they were very timely in their initial response to call me back after I filed this complaint and though I was initially very inclined to accept our resolution, because of how untimely and how uninformed I was about even the replacement order, I can not feel obligated with accepting this response for the reason that it had taken me almost a month, several e-mails, and several calls to hopefully receive one of the two orders I had purchased a month ago. I have a lot of patience, however, I am not satisfied as how they handle orders and the lack of information and the lack of contact they had to attempt to even resolve an issue with their customers.

Regards,

Review: About a week ago, I sent in an order for 4 Camelbak .75L Chutes priced at $3.99/ea promotion on the Vitamin Shoppe website. A few days ago I contacted Vitamin Shoppe asking about the situation. They explained to me that my order was backordered and later cancelled due to the reason that they had accidentally priced the product too low. Since this was an error on the part of them I asked if there is anyway for me to receive the product, but the representative told me that all orders were cancelled. Today I received an email from my colleague. This email was sent from Vitamin Shoppe stating that her order would still be shipped out and the price mistake will be honored. I ordered the product before I shared the promotion with my colleague, but my order was cancelled while hers was due to be sent in a week. Therefore, I called Vitamin Shoppe about my predicament a few minutes ago and they told me that my order has been cancelled and that there is nothing they can do to help me with my problem. This is one of the worst customer service issues I have experienced and with the way they handled this problem in a discriminatory fashion is infuriating. I have been a loyal customer with Vitamin Shoppe for nearly a decade and for the customer service to treat me in this way is not only shameful but very disappointing.Desired Settlement: I hope that Vitamin Shoppe will consider this issue more seriously and uphold the agreement they have made by shipping out all of the purchased products equally instead of selecting certain people to honor. In addition I hope that the supervisor will send me a sincerely apology for the way she handled the situation and my concerns.

Business

Response:

First we certainly apologize for the situation Mr[redacted] encountered.

The Camelbak items in question were incorrectly priced onour website and we received an overwhelming number of orders for the products. We have done our best to fulfill as many orders as we could, but did not have the stock to fulfill every order.

When we made the tough decision to cancel orders we knew some customers may get upset that their order(s) would not be processed. As customers ourselves we understand this is a frustrating situation. We never intended to upset any customer due to this issue, but we could only process a portion of the orders received.

We acknowledge that the process we used to cancel some of the Camelbak orders was not perfect, but it had to be done. We deeply regret that the order could not be fulfilled.

Again we understand Mr[redacted]’s frustration and are sincerely sorry that we didn’t meet his health and wellness needs.

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 there is nothing more Vitamin Shoppe is able to accommodate me with. Therefore, pursuing this issue with a negative response will get nowhere. As a business, I can understand their method of satisfying the greatest number of customers by fulfilling smaller orders, but the premise is morally wrong. Instead of honoring orders placed on a chronological scale the way they handled the issue is extremely disappointing and I will never again order from this company again. I appreciate the assistance Revdex.com has provided me with in handling the situation.

Review: I placed an order from The Vitaminshoppe.com and when my Order arrived I received ONE item instead of the 6 items I ordered. I received one (1) Move Free Ultra. That's it! I called and talked to a lady named [redacted]( That's what she claims her name was). I reported the issue. [redacted] was extremely rude and unprofessional. [redacted] kept putting me on hold and the hold times were excessive!!! She told me she would request a refund. I am still waiting for the refund. [redacted] and the Vitamin Shoppe screwed up my order and then when I call, They are rude and unprofessional. Request a refund? Why not fix it now??? Refund the money now!Desired Settlement: Request a refund? That is outrageous!!! I am still waiting on the refund Their service is terrible. They mess up my order and yet I have to wait on hold forever, Talk to [redacted] who could care less and I am still waiting for a refund! Refund my money Now!!!

Business

Response:

We certainly apologize for the issues Mr. [redacted] experienced with his order. We have issue a refund of $245.89 which is the merchandise total for the items not received (order total $272.88 – item received $26.99 = $245.89). This should resolve the refund issue.

Business

Response:

The $218.90 portion of the refund processed on 6/26/14 and shold be seen on Mr. [redacted]'s card now.

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: Hello, I purchased the Vitamin Shoppe Calcium 1000 mg. Carmel Chews for $9.99 cash on 11/28/2014. I returned them for your Chocolate Chews on 12/12/2014 (same brand and strength). Second Transaction (Return): However both items made me very sick. My receipt says, "End Return." I am very upset that I cannot get my money back. Your store policy does not state only one return per item. I am requesting a total refund of $9.99. I look forward to your reply in this information. Sincerely, [redacted]Desired Settlement: I want a total refund of $9.99 by company check. I do not want to return to the store ever again.

Business

Response:

We spoke to Ms. [redacted] and apologized for the delayed response to her concern. We are issuing a refund check for $9.99 and believe this will resolve the complaint.

Review: I orded onlinde through The Vitamin Shoppe I noticed later the same day (Feb. 3, 2014) I was being charged twice for my order. I gave it a day thining one of the charges would drop off. Day 2 no luck I emailed and they responded by the end of the evening and said that I could call my bank and release the hold but the bank won't just release it the vitamin shoppe has to authorize.... Now Feb 5th and my items shipped yeterday and the two charges are still on my account.... Not a good way to do business.Desired Settlement: Refund of the doudble charge back to me.

Business

Response:

On Feb 7th we called and left a voicemail for Mrs. [redacted] about the double authorizations. We also contacted her bank to try and have the authorization removed.

The bank assured us that the authorization will be removed by midnight on the 7th

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.]

The Vitamin Shoppe did call and leave a VM like they state BUT it was only after emailing and calling several times to get any valid information. Also the release was 4 days later, the only thing the bank could do was a temporary release and that if the company had not processed the release then at 12 midnight the release would lapse and go back to pending which when you are low on funds for groceries does you no good. Also my order was for $64.?? ant the hold was for $64.?? it was pending for 4 days which does not show in your available balance so (it's kind of like holding your money for ransom) The gas stations do a $1.00 hold and no where else have I ever shopped to they process a hold for the total amount of the bill.

Regards,