Theralogix

[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 ***, and find that this resolution is satisfactory to me.
Regards,
*** ***

THEROLOGIX just increased the rate for the cranberry supplement by 100%, sending out a shipment at the same price but only half as many capsules without notifying the customer of the change in amount nor did they mention it in a letter that said they had changed the product's look I am requesting a full refund at this time and will report this to my doc

I order from Theralogix and choose a priority shipping and paid an extra to get delivered within 2-business daysBut after days when I call back to customer care checking with the status why the product is not delivered to me than I got a response that for priority mail it is 2-business days not 2-business days and it was a technical error and they will write to a IT deptI do not believe that at a time of placing an order it is saying 2-business days and under shipping policy section it is showing me the same I am not sure how it is technical issueThey were selling product by providing incorrect informationI will definitely not recommend any one to buy this product

We appreciate *** ***’s feedback. Theralogix has a thorough quality control
process, and we strive to provide the best quality product possible, including
such details as tablet count in our bottles.
In a separate communication, we have provided *** *** with a bottle
of Bladder at no charge to compensate him for the reduced tablet count in
his latest order.
Theralogix takes several steps to ensure that the proper
count is contained in each bottle including using automated tablet counters in the
bottling process, random sampling of bottles including hand counting of tablets
to test quality, and finally a high accuracy weighing of the final product
intended to identify any bottle that does not have an accurate count. As a result of this complaint, we will review
the process with our manufacturing team to ensure it is being followed and that
it achieves the results intended.
In addition to this highlighting a quality control concern,
*** ***’s complaint also mentions an interaction with our customer service
representative that is less than positive.
Anytime a customer is unhappy with our company we take their feedback
seriously. Regardless of the details
behind the short tablet count, Theralogix did not adequately resolve this issue
when it was brought to our attention. It
is not our intention to provide a customer with anything less than what they
paid for, and we stand by our products.
This philosophy will be highlighted and coached with our customer
service representatives so that any similar issues will result in a satisfactory
resolution for the customer

My RE told me I needed one of their drugs to help with my ivf process. He emphasized that I need to take this ASAP. I got a few samples to last me 3 days and they figured I would be able to get ovastiol in a reasonable time . I thought so too ! However , a week passed by and still nothing ! When I tracked my order it said “ attempted delivery” but that was on a Sunday which clearly does not make sense as US posts office is closed on Sundays!

I reached out to costumer service and instead of providing guidance to someone who is overwhelmed and on a time crunch she completely dismissed me with her smart-a***s remarks ie. “ we sent it out call Your post office “ I tried to explain to her why the tracking info didn’t make any sense and she continued to hit me with those types of responses . I am beyond disappointed with the service I received .

It is stressful enough to go through ivf a little bit of guidance and compassion goes a long way ! I really don’t appreciate the delay in my essential medicine or the snarking attitude!

Anyways, I ended up getting the product via amazon prime ! Same day shipping ! I’d rather pay the extra 10 dollars than to ever have to deal with these types of situation as it is all about convenience !

We appreciate [redacted]’s feedback.  Theralogix has a thorough quality control
process, and we strive to provide the best quality product possible, including
such details as tablet count in our bottles. 
In a separate communication, we have provided [redacted]...

with a bottle
of Bladder 2.2 at no charge to compensate him for the reduced tablet count in
his latest order. 
Theralogix takes several steps to ensure that the proper
count is contained in each bottle including using automated tablet counters in the
bottling process, random sampling of bottles including hand counting of tablets
to test quality, and finally a high accuracy weighing of the final product
intended to identify any bottle that does not have an accurate count.  As a result of this complaint, we will review
the process with our manufacturing team to ensure it is being followed and that
it achieves the results intended. 
In addition to this highlighting a quality control concern,
[redacted]’s complaint also mentions an interaction with our customer service
representative that is less than positive. 
Anytime a customer is unhappy with our company we take their feedback
seriously.  Regardless of the details
behind the short tablet count, Theralogix did not adequately resolve this issue
when it was brought to our attention.  It
is not our intention to provide a customer with anything less than what they
paid for, and we stand by our products. 
This philosophy will be highlighted and coached with our customer
service representatives so that any similar issues will result in a satisfactory
resolution for the customer.

Revdex.com and [redacted]- Thank you for bringing this issue to our attention.  Our products do not qualify for use by [redacted] cards, which will result in a card decline if a [redacted] card is used in an attempted purchase.  Theralogix will make changes to our website as a result of being alerted to this...

issue.  We will prominently display an alert on the checkout page of our website that informs clients that [redacted] cards cannot be used to purchase our products. Additionally, we will provide guidance in the Q&A section of our website that explains in greater detail why our products do not qualify for purchase by [redacted] cards, and we will also provide guidance regarding the steps to take to get reimbursed through a [redacted] after completing a purchase.  Finally, Theralogix will conduct training of our representatives to ensure they understand and can communicate this policy.  We have reached out to, but have not yet been in communication with [redacted] to ensure that we have resolved this issue to her satisfaction and to confirm her billing details.  We will also confirm that she can successfully log in to her account.  We will continue to make attempts to reach her regarding this matter.  It is our intent to adjust her billing to ensure that she was not charged for expedited shipping if that was the case, and to otherwise resolve the matter to her satisfaction.  Her feedback is very helpful on this issue and we make changes as a result.

Theralogix will review our website content to ensure that our auto-refill shipment policy is clear for those products to which it applies.  We operate similar to a mail order pharmacy, and our model is to provide convenient reshipment of orders so that customers receive refills exactly when they need them.  We make every effort to tell our customers about the auto-refill program, and we believe that many customers choose to do business with us because they prefer our auto-refill program, among other things they like about our company and products.  Currently, we note our auto-refill policy on our product pages, as well as on our checkout page.  On the order check-out page, we require that a customer check a disclosure  box to acknowledge that they are aware that they are enrolling in an auto-refill program (for those products for which this applies) before they can complete their order.  In the same place on that page we explain how the program works, and how a customer can place a single shipment order should they chose to do so.  Just below this section we explain how a customer can manage their account, including how they can cancel their order at any time.  Attached to this response are screen shots of all of these sections of our webpage, including the page that [redacted] references in her response.  Orders only default to auto-refill for products that are typically used for health maintenance (long term use), and for which we try to make ordering and reshipments easy and convenient, and for which we provide free shipping.  We do not intend to mislead customers regarding auto-refill orders, and we take several steps to make the policy apparent, to explain the reasons and benefits to the policy, and also to provide customers with other options and an easy ability to cancel an order should they decide to do so.  We are disappointed that [redacted] feels that she was not made aware that her order was an auto refill program order.  For this reason we cancelled her order and provided a refund to her.  We take all customer feedback seriously, and will further review our site to ensure that the details of our auto-refill program, when it applies, are being made apparent to customers.

Complaint: [redacted]
I am rejecting this response because:While I appreciate that Theralogix provided a refund due to this complaint, the information they are providing on their sales practices through their website is inaccurate. They definitely DO automatically sign you up for the auto-refill option the first time you order the project and after I searched heavily through their sight I was able to find this information. There is no option to order the product without auto-refill. You will see in the document I am attaching the image of their website where it shows this is the case. If you look carefully here you will see that is automatic when you order. This is also mentioned when you checkout but, again, there is no option to choose just one single shipment, auto-refill is required.  This information is not easily identifiable, especially when it is a MANDATORY  part of ordering the product even the first time, and is quite unusual. Unfortunately I am not able to show you any information on the difficulty involved with cancelling the auto-refill because I still have not found it on their website. It seems the only option is to call into their call center and be berated by their customer service agents about how you "chose" the auto-refill option and there is nothing they can do to help you. Eventually, if you argue with them long enough, they will cancel any future auto-refill shipments, but measures like this are necessary to be refunded any auto-refill payments you were not aware would be made. Due to the comments the business made contradicting this information, and their explicit comfort with continuing to mislead their customers, I can not say that I am satisfied with the resolution. Though I recognize that they may not want to make changes to their website to make this information more easily identifiable, I would hope that they would at least recognize that they do not give customers an option to order this product without auto-refill, and do not provide any direction on their website to cancel any future orders, or at least apologize for the very difficult customer service that was received when I tried to cancel and be refunded what I was owed. Instead they decide to make a point that there is an option for customers to "choose" auto-refill or not, that does not actually exist, and claim that they try to make cancellation "easy".  
Regards,
[redacted]

To the Revdex.com;
Theralogix has resolved this complaint with [redacted].   We have issued a refund to her, and made several attempts to contact her in regards to her complaint, but as of this date we have not spoken directly to her since it was submitted....

  
In addition to providing a refund to her, we have further reviewed the statement on our packaging that indicates the product is tasteless and odorless. Theralogix will continue to evaluate this statement to ensure it is accurate, and may make slight changes to this text in future production runs.  Our decision to list the product as tasteless and odorless is not unsupported.  The material data sheet for the primary ingredient indicates that the powder is tasteless and odorless, and our contract manufacturer specifications also indicate the same.  This product is certified by a third party, not for profit organization that tests the product for content accuracy and purity, and also reviews our labels for accuracy.  Thousands of customers have ordered this product, and this is the first complaint we have received regarding taste or odor.   However, we take [redacted]' complaint seriously, and we understand that organoleptic profiles (including taste and odor) are very difficult to quantify and do not have absolute measurements.  Our intent is not to misrepresent the qualities of our product, and to that end we may modify our statement to indicate that it has nearly or virtually no taste or odor.  
Christopher G[redacted] 
Chief Operating Officer 
Theralogix

To the Revdex.com-
Theralogix has refunded this charge to [redacted].  We will...

review our exception process
for this type of customer service issue.  
While our return policy states that we will provide a refund to
customers once the returned product is received by Theralogix, we will review this
policy to determine if this is the appropriate policy, and also if customer
service representatives should have greater discretion in making exceptions to
the policy.   Furthermore, as [redacted] points out, at the
time that she called and requested a refund, our website did not clearly indicated
that her order had already shipped.  For
these reasons, we agree with [redacted] that a refund is warranted, and
apologize for any inconvenience this issue may have caused her. 
We would like to clarify some points that [redacted] makes in
her complaint.  Theralogix makes every
effort to ensure that we make it easy for customers to manage their account,
and that we describe fully how our auto-refill program works, the benefits of
the program, how to enroll, and how to cancel auto-refill orders.  Depending upon the product, Theralogix offers
free shipping on orders when a customer enrolls in our auto-refill program.  This is clearly indicated in multiple
locations on the site.  Auto refill enrollment
is not automatic and a customer must select this option to complete their order
with the auto-refill program selected.  On the same customer service page where [redacted] noted her shipment date,
customers can cancel their orders and do other account maintenance.   We strive to make account management easy for
customers, and have an auto-refill program option to provide easy ordering,
convenience, and discounted pricing to customers.  
Sincerely, 
Theralogix

To the Revdex.com-Theralogix has refunded this charge to [redacted].  We will review our exception process
for this type of customer service issue.  
While our return policy states that we will provide a refund to
customers once the returned product is received by...

Theralogix, we will review this
policy to determine if this is the appropriate policy, and also if customer
service representatives should have greater discretion in making exceptions to
the policy.   Furthermore, as [redacted] points out, at the
time that she called and requested a refund, our website did not clearly indicated
that her order had already shipped.  For
these reasons, we agree with [redacted] that a refund is warranted, and
apologize for any inconvenience this issue may have caused her. 
We would like to clarify some points that [redacted] makes in
her complaint.  Theralogix makes every
effort to ensure that we make it easy for customers to manage their account,
and that we describe fully how our auto-refill program works, the benefits of
the program, how to enroll, and how to cancel auto-refill orders.  Depending upon the product, Theralogix offers
free shipping on orders when a customer enrolls in our auto-refill program.  This is clearly indicated in multiple
locations on the site.  Auto refill enrollment
is not automatic and a customer must select this option to complete their order
with the auto-refill program selected.  On the same customer service page where [redacted] noted her shipment date,
customers can cancel their orders and do other account maintenance.   We strive to make account management easy for
customers, and have an auto-refill program option to provide easy ordering,
convenience, and discounted pricing to customers.  Sincerely, Theralogix

Complaint: [redacted]
I am rejecting this response because:
While I appreciate that Theralogix provided a refund due to this complaint, the information they are providing on their sales practices through their website is inaccurate. They definitely DO automatically sign you up for the auto-refill option the first time you order the project and after I searched heavily through their sight I was able to find this information. There is no option to order the product without auto-refill. You will see in the document I am attaching the image of their website where it shows this is the case. If you look carefully here you will see that is automatic when you order. This is also mentioned when you checkout but, again, there is no option to choose just one single shipment, auto-refill is required.  This information is not easily identifiable, especially when it is a MANDATORY  part of ordering the product even the first time, and is quite unusual. Unfortunately I am not able to show you any information on the difficulty involved with cancelling the auto-refill because I still have not found it on their website. It seems the only option is to call into their call center and be berated by their customer service agents about how you "chose" the auto-refill option and there is nothing they can do to help you. Eventually, if you argue with them long enough, they will cancel any future auto-refill shipments, but measures like this are necessary to be refunded any auto-refill payments you were not aware would be made. Due to the comments the business made contradicting this information, and their explicit comfort with continuing to mislead their customers, I can not say that I am satisfied with the resolution. Though I recognize that they may not want to make changes to their website to make this information more easily identifiable, I would hope that they would at least recognize that they do not give customers an option to order this product without auto-refill, and do not provide any direction on their website to cancel any future orders, or at least apologize for the very difficult customer service that was received when I tried to cancel and be refunded what I was owed. Instead they decide to make a point that there is an option for customers to "choose" auto-refill or not, that does not actually exist, and claim that they try to make cancellation "easy".  Regards,
[redacted]

Thank you for the refund. I returned the unopened product to you as I  really didn't want it. You should be more clear in letters sent about permanently out of stock items.  The letter did not say anything about a reformulation or replacement product. I did receive the email stating that my account was closed and I sent a response thanking thw customer service rep for helping me with that.
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]

[redacted]
Sorry to hear you had this issue.  We do offer free priority shipping on certain items, including [redacted], so you are correct that you should have received this expedited shipping method.  I searched for your order information but could not locate an order for you, based upon the...

limited information that is included in this note.  Please provide some additional information so that we can address this issue for you.  If you completed an order, you will see an order number and a member number on your packing slip.We will also attempt to contact you directly via the contact info you provided to us.    Thank you for bringing this issue to our attention.  We will address this concern with our fulfillment center staff as well. Chris[redacted]

[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.  I am very happy with the  tone of the response also.  We just want what we pay for. My Doctor says I will be on them for the rest of my life.. If they take every effort to correct their process, that will be terrific. Sending me a whole bottle of pills is a more than generous offer. Thank you Revdex.com for your efforts on our behalf
Regards,
[redacted]

Tried to order from their site, didn't work. Tried to order through their customer service center and was redirected to a PayPal order. Filled out the form clicked on same shipping as billing address. They sent it to another town and claim it is my fault. Won't refund or ship another product.

I tried to place an order for one of their products without an auto refill and they hung up on me, They are very unpleasant people to do business with. Your Revdex.com ratings show 80% Negative reviews you should downgrade their rating.

Revdex.com-
We believe that this complaint should be attributed not to Theralogix, but to a third party with whom we do business.  We take our standing...

with Revdex.com very seriously, and would like to have this complaint removed from our record if possible as we believe the issues arose from an error by another company, that happened then to direct a customer to Theralogix in error.  Please contact Theralogix so that we may better understand our options regarding this response.  
In regards to this complaint, Theralogix has
immediately investigated this issue with the third party fulfillment center to
whom this complaint can be attributed.  This fulfillment
center (with whom Theralogix has a business relationship), associated this individual with Theralogix in error, and the
individual is not in fact a Theralogix customer and did not intend to place an
order with Theralogix.  Our understanding from our discussion with the fulfillment center is that while conducting employee training they inadvertently sent a message to an individual in their training database.  This message happened to be a Theralogix order message, which they keep on file.   Theralogix has reviewed both our policies and those of the fulfillment center to ensure that
no live/actual customer data is used during employee training. 
We appreciate being alerted to this issue.  We take any issues regarding customer
information seriously.  In this case, we believe the third party fulfillment center is the party responsible for the complaint.  Theralogix will take appropriate action regarding its relationship with this fulfillment center, and will continue to safeguard customer information.    
Should
the Revdex.com desire to contact or follow up with the third party fulfillment center,
please contact the undersigned for further details regarding the third party
fulfillment center.  
Christopher G[redacted] 
Chief Operating Officer
Theralogix

We appreciate [redacted]’s feedback.  Theralogix has a thorough quality control
process, and we strive to provide the best quality product possible, including
such details as tablet count in our bottles. 
In a separate communication, we have provided [redacted] with a bottle
of...

Bladder 2.2 at no charge to compensate him for the reduced tablet count in
his latest order. 
Theralogix takes several steps to ensure that the proper
count is contained in each bottle including using automated tablet counters in the
bottling process, random sampling of bottles including hand counting of tablets
to test quality, and finally a high accuracy weighing of the final product
intended to identify any bottle that does not have an accurate count.  As a result of this complaint, we will review
the process with our manufacturing team to ensure it is being followed and that
it achieves the results intended. 
In addition to this highlighting a quality control concern,
[redacted]’s complaint also mentions an interaction with our customer service
representative that is less than positive. 
Anytime a customer is unhappy with our company we take their feedback
seriously.  Regardless of the details
behind the short tablet count, Theralogix did not adequately resolve this issue
when it was brought to our attention.  It
is not our intention to provide a customer with anything less than what they
paid for, and we stand by our products. 
This philosophy will be highlighted and coached with our customer
service representatives so that any similar issues will result in a satisfactory
resolution for the customer.