Vida Divina

To whom it may concern, At Vida Divina, we are using a shipping system called Global AccessLast year, we faced many issues with any orders from the month of September which caused those to not appear in our system at all. After several attempts to resolve that issue, as well as keeping
the distributors in our company in the know of what is going on through several Facebook Lives and through the several thousand phone calls a day we answer.Last month, we had the approval to go along and create brand new orders in the place of the September orders in question to be able to ship it through our new systemThe member was notified on the 28th of December through email, which we have attached to this response. As of today, Jan 10, 2017, both orders have been refunded for a total of $132.50Thank you,Yvette P.Customer Service

To whom it may concern, At Vida Divina, we use a shipping system called Global AccessLast year, we had several issues regarding our September Orders and Global Access, which we notified our members when this was happening through several outlets (Facebook, Back Office messages, and
emails. Last month, our team was finally approved to recreate orders so they would go out as new order numbers and be read by our shipping systemWhen new orders were created, we had emailed each member with their new order number and an update on what is going on. As of the 17th of December, the member in question was emailed regarding the order in question to the email provided on her accountWe have attached the emailAfter that was sent, she did not respond asking for a refund or asking a question about the order. As of today, the 10th of January, 2017, the order has been refunded in full and the package was withheld from shipping so we could process the refund.Thank you,Yvette P.Vida Divina Customer Service Supervisor

Dear whomever it may concern, As any business does, Vida Divina LLCholds standards and procedures in which certain actions may be done by our RepresentativesWhen it comes to Starter Packages, this product allows distributors to earn commissions based off who they register in the company
with a starter package. The new distributor is then given the opportunity to order and select products with their Starter Pack Gift Card that is found on their account after the order a starter pack gift cardIn the case ID ***regarding this affiliate, the stated date of September 15th is inaccurate as our corporate office was closed from the 15th until the 19th of September due to a corporate eventFurthermore, we had never received any requests for a refund until the 11" of October, as stated in the emails attached to this messageAn affiliate responded three days later, acknowledging the process for the refund of the first order, which was $for shippingThe email then asks to confirm if the process was okay to be able to refund her order, canceling their account as it will become inactive, and the retraction of the sponsor's check for commissions on the order. In usual cases, many respond with an approval right awayAs for the case with the distributor, we did not receive a response until three days later stating that she only received the $The next day, a different affiliate again informed her that the commissions had to be retracted before we can refund her order, which, on top of the lack of confirmation of the process, was why the refund had taken longer than anticipatedOnce this had been sent, Gina had informed us that she already had filed a complaint. As of today, the 25" of October, the representative has received the refund of $and her sponsor's commissions have been retracted. Thank you for your time, *** *** Vida Divina Customer Service

I would like to start off by identifying that our business hours, as publicly posted on our Facebook, *** *** HQ, are Monday-Friday, 9AM-5PM PDT for Customer ServiceOnly during these hours are when we have an active Customer Service team working on emails and answering phone callsDuring
these hours, we are attentive to any emails received by any customer and ensure that within 2-Business days or sooner they are responded to. The first correspondence on [email protected] that the member member made was on Sunday, May 7th, 2017, 12:PM In this email, the member has requested for her password to be reset and claims that she had previously contacted usWe have absolutely no record of her doing so. On Sunday, May 7th 1:PM, she then informs us that she was able to log in but is having cart troubles and reaches out for help Keeping in mind that customer service does have about three days worth of emails on Mondays to catch up with, this member got a response to her first email on Wednesday, May 10th at 4:PMThis email was a password reset email as requested in the first email Then on Wednesday, May 10th at 4:PM, I personally responded to the second email requesting that the member provide us with a screenshot of the error message to be able to further assist her as her The member then replied on Wednesday, May 10th at 7:PM and again at 7:PM that she was no longer interested in the company and would like to close her accountBy this hour, our customer service is closed The following morning, May 11th at 8:AM, an agent informs the member of the steps needed to cancel an account. As requested, the member then emails *** to continue on with the cancellation of her accountThis email is a bit harder to respond to as soon as possible due to the fact that the issues on this account are more complicated, including account cancellations, involuntary terminations, placement changes, and so forth The first email is on Friday, May 12th at 2:AM, after her complaint was reportedly filedShe requests her account to be cancelled. An agent then responds to her on Tuesday, May 16thThe agent informs her that the account is deactivated but if she would like to completely cancel the information, she needs to confirm account details The member then replies on Friday, May 19th at 9:AM with the requested information. The cancellation is then finalized on Tuesday, May 23rd and is informed via email at 10:AM. As shown in the the screenshots and email correspondence between the member and *** ***, the claim that we never responded is and we did respond to the member in a timely mannerEven before she had filed the claim, we had responded to said memberUnfortunately, she had just emailed us on a day in which our customer service is out of the office. As requested, her account has been cancelled and there should be no further issues. Attached you may find screenshots and PDF downloads of the emails mentioned in this email Thank you, *** ** Customer Service Manager *** *** LLC*** CONFIDENTIALITY NOTICE: This electronic message, including any attachment, is intended only for the use of the individual or entity to which it is addressedIt may contain information that is privileged, confidential or otherwise protected from disclosureYou are hereby notified that any dissemination or copying of the contents of this information is prohibitedIf you have received this document in error, please notify the sender immediately and destroy all electronic and hard copies of the communication, including attachmentsAVISO DE CONFIDENCIALIDAD: Este mensaje electrónico, incluyendo cualquier archivo adjunto, está destinado sólo para el uso de la persona o entidad a la que se dirigePuede contener información privilegiada, confidencial o de otra manera protegida contra la divulgaciónSe le notifica que cualquier divulgación o copia de los contenidos de esta información está prohibidoSi ha recibido este documento por error, por favor notifique inmediatamente al remitente y destruir todas las copias electrónicas e impresas de la comunicación, incluidos los archivos adjuntos

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted]1, and find that this resolution is satisfactory to me.