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ViSalus Reviews (30)

Dear Ms [redacted] ,Thank you for the additional opportunity to respond to this complaint.As a courtesy, we have decided to issue Ms [redacted] a refund in the amount of $ The refund is minus shipping & handling since this was not an unauthorized order We hope this has resolved the issue.Please let me know if you need any additional information.Sincerely, [redacted] Research & Compliance

Dear Ms [redacted] ,Thank you for the opportunity to respond to this complaint.I have looked into Mr [redacted] account and do see the three charges of $each that he is referring to in his complaint On 3/17/we were contacted by Mr [redacted] sponsor, [redacted] *** Ms*** inquired about Mr [redacted] auto-ship on this date and was advised that his order was scheduled for 3/ There was no request to cancel the auto-ship.On 3/19, Ms [redacted] called us back and requested a refund for Mr [redacted] auto-ship We issued a full refund on this order despite no attempt to cancel beforehand Again, there was no request to stop any future orders documented Therefore, Mr [redacted] was charged for another auto-ship on 4/19/ Mr [redacted] called Customer Service himself on 4/and was advised to refuse the package for a full refund He will receive his refund once we have confirmation the package is being returned to our warehouse All of his future orders have been canceled.Please let me know if you need any additional information.Sincerely, [redacted] Research & Compliance

Dear Ms [redacted] ,Thank you for the opportunity to respond to this complaint.I have looked into Mr [redacted] account and do see there was an error with the refund check that was issued to him on 8/5/ I have brought this to the attention of our Accounting department and we will be issuing a new check or transferring the money to Mr [redacted] account via bank wire I have sent out an e-mail to Mr [redacted] directly asking him which method he would prefer We hope to get this payment sent out as soon as possible.Please let me know if you need any additional information.Sincerely, [redacted] Research & Compliance

Dear [redacted] Thank you for the opportunity to respond to this complaint.I have looked into [redacted] account and do see that she was charged $on 4/20/for her Annual Renewal Fee According to her account history, [redacted] did call customer service on 9/11/and requested her account to be canceled She was informed that an e-mail statement was needed to finalize this request, however, an e-mail was never received Since we do have record of [redacted] attempting to close her account prior to the recent charges, we will issue a refund in the amount of $per her request.Please let me know if you need any additional information.Sincerely, [redacted] Research & Compliance

Dear Ms [redacted] ,Thank you for the opportunity to respond to this complaint.I have looked into Ms [redacted] account and do see that she placed a one time order on 1/10/in the amount of $ Ms [redacted] contacted our customer service department on 4/22/and informed our representative that she had an allergic reaction and just got out of the hospital which is why she waited to contact us about a refund ViSalus has a return policy that states any refund requests more than days from the date of the order will be for product credit Ms [redacted] was upset with this policy and had the call escalated to a supervisor who ultimately ended up denying her refund request.ViSalus stands by its return policy and does not feel that Ms [redacted] is entitled to a refund She called customer service on 1/26/and requested her orders be stopped She did not mention any medical issues with the product on this date or express any interest in returning any product for a refund Please let me know if you need any additional information.Sincerely, [redacted] Research & Compliance

Dear *** ***,Thank you for the opportunity to respond to this complaint.I have looked into *** *** account and do see that he was charged $on 4/20/for his Annual Renewal Fee Prior to this date, we never received an e-mail statement from *** *** claiming he wanted to
completely cancel his accountWe did receive a call from the credit card holder on his account named *** on 10/20/requesting the account be canceled, however, we needed a statement from *** *** to process this.*** *** is also claiming an additional $charge on 4/21/but there is no record of this on his account We think he is referring to *** *** account since she is the credit card holder on both accounts The same situation that happened with *** *** account happened with her account as well.Since we do have record of *** attempting to cancel *** account on 10/20/2014, we will issue a refund of $to *** card for both Annual Renewal Fees.Please let me know if you need any additional information.Sincerely,*** ***Research & Compliance

[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 would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved
Regards,
*** ***

[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 would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved
The independent dealer contacted me this morning and will accept my return. He stated that he is sending the product I originally wanted
Thank you very much!
Regards,
*** ***

[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 would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved
Regards,
*** ***
Thanks for your time can you please provide where I need to send the product to

Dear Ms. [redacted],Thank you for the opportunity to respond to this complaint.I have looked into Mr. [redacted] account and do see the three charges of $118.76 each that he is referring to in his complaint.  On 3/17/2015 we were contacted by Mr. [redacted] sponsor, [redacted].  Ms. [redacted]...

inquired about Mr. [redacted] auto-ship on this date and was advised that his order was scheduled for 3/19.  There was no request to cancel the auto-ship.On 3/19, Ms. [redacted] called us back and requested a refund for Mr. [redacted] auto-ship.  We issued a full refund on this order despite no attempt to cancel beforehand.  Again, there was no request to stop any future orders documented.  Therefore, Mr. [redacted] was charged for another auto-ship on 4/19/2015.  Mr. [redacted] called Customer Service himself on 4/23 and was advised to refuse the package for a full refund.  He will receive his refund once we have confirmation the package is being returned to our warehouse.  All of his future orders have been canceled.Please let me know if you need any additional information.Sincerely,[redacted]Research & Compliance

Dear Ms. [redacted],Thank you for the additional opportunity to respond to this complaint.As a courtesy, we have decided to issue Ms. [redacted] a refund in the amount of $99.00.  The refund is minus shipping & handling since this was not an unauthorized order.  We hope this has resolved the issue.Please let me know if you need any additional information.Sincerely,[redacted]Research & Compliance

Dear Ms. [redacted],Thank you for the opportunity to respond to this complaint.I have looked into Mr. [redacted] account and do see there was an error with the refund check that was issued to him on 8/5/2014.  I have brought this to the attention of our Accounting department and we will be issuing a...

new check or transferring the money to Mr. [redacted] account via bank wire.  I have sent out an e-mail to Mr. [redacted] directly asking him which method he would prefer.  We hope to get this payment sent out as soon as possible.Please let me know if you need any additional information.Sincerely,[redacted]Research & Compliance

Dear Ms. [redacted],Thank you for the opportunity to respond to this complaint.I have looked into Ms. [redacted]'s account and do see that her Promoter account was completely canceled on 3/11/2013.  It is Ms. [redacted]'s responsibility to make sure any additional Promoter accounts she has her...

credit card on file be canceled as well.  Per her request, we have completely canceled the additional accounts below.  [redacted]'s account was also closed on 3/11/2013.  We hope this has resolved the issue.[redacted]ID #: [redacted]ID #: [redacted]Please let me know if you have need any additional information.Sincerely,[redacted]Research & Compliance

Dear Ms. [redacted],
We have communicated with Ms. [redacted] again to let her know our position on this matter. Neither she nor the individual that received the product ever questioned any charges until now.
It is our position that this matter is between Ms. [redacted] and the Promoter she brought into the business who received and consumed the product.
We do not have any record of Ms. [redacted] removing the card or asking us to remove the card from any account until May 2015. She even indicated on a call several times that she, herself removed the card - indirectly acknowledging that she never requested a ViSalus agent to remove the card. However, there is no record of this ever happening.
As a good will gesture we offered to refund the last order (without requiring a return of the goods) as well as three months worth of Vi_net charges - she refused this, demanded a refund for all charges as well as threatened legal action against us. She has also disputed over $400 of the charges she authorized, and for product which was delivered and consumed, with her bank.
There is nothing more that we can do for this Promoter and I have communicated that with her today.
We obviously do not want this to affect our Revdex.com rating, however, we followed correct procedure in this matter and feel this individual is not being honest nor entitled to a refund for the reasons stated above.
Please contact me at ###-###-#### if you have any questions. Thank you kindly,
Eileen Le Gall
Compliance Manager & Attorney

Dear Ms. [redacted],Thank you for the opportunity to respond to this complaint.I have looked into Ms. [redacted] account and do see the duplicate orders on 7/5/2015.  As of now, our records still only show that one of these orders have been returned to our warehouse and one full refund has already...

been issued.  As a courtesy, we will issue Ms. [redacted] an additional refund in the amount of $163.23 while we locate the missing package.Please let me know if you need any additional information.Sincerely,[redacted]Research & Compliance

Dear Ms. [redacted],Thank you for the opportunity to respond to this complaint.I have looked into Mr. [redacted] account and do see the $61.89 order he is referring to that was charged on 4/5/2015.  Mr. [redacted] claims that he requested to postpone his order on 3/26, however, there is no record of...

this.  In fact, there are no inquiries at all from Mr. [redacted] on his account until 7/14/2015.  All of the inquiries prior to this came from his sponsor, Ms. [redacted].  On 2/5/2015, Ms. [redacted] requested Mr. [redacted] auto-shipment be delayed one month and this was completed.  The next inquiry was not until 4/22 when Ms. [redacted] asked for the auto-shipment to be delayed until July.Mr. [redacted] called Customer Support on 7/14/2015 and requested a refund on an order that was charged over 3 months ago.  Per our return policy, any return that is requested 30 days after the product has been delivered would be for product credit. Mr. [redacted] can either return the order for product credit or come to an agreement with his sponsor, [redacted].Please let me know if you need any additional information.Sincerely,[redacted]Research & Compliance

Dear Ms. [redacted],Thank you for providing us the opportunity to respond to the complaint. I cancelled Ms. [redacted]'s recurring monthly order today, per request. I also asked one of our Customer Support agents to reach out to her to confirm this information. He did leave a voice mail with his personal...

phone number. Based on the complaint, I also called our Customer Support phone number, ###-###-####. We have automated many of the processes with instructions provided to our customers, however a live agent can be reached by following the voice prompts. Due to higher call volume, the wait time that I experienced was approximately 20 minutes but I was able to speak with a representative. We apologize for any inconvenience this my have caused Ms. [redacted].Sincerely,[redacted]Compliance Analyst

Dear Ms. [redacted],
 
Thank you for the opportunity to respond to this complaint.
 
I have looked into Ms. [redacted]' order and do see that it was processed on 7/28/2014 in our system.  Ms. [redacted] chose to order from an independent website operated by one of our Independent Promoters...

instead of going directly through us.  The order the Promoter created in our system was for 2 Slim + Trim Slender Summer Combos (also known as BOGO Buy Vi-Slim, Get Vi-Trim Free that was mentioned in the complaint).  However, based on the complaint it is uncertain what product Ms. [redacted] was trying to order exactly.
 
Since Ms. [redacted] did not pay us the money and still has the product, we cannot issue a refund but we would be happy to bring this to the attention of the Promoter who did place the order.  Ms. [redacted] can contact us at [redacted] if she does not hear back from the independent dealer within 3 business days.  We will follow up with them to make sure this issue is resolved.
 
Please let me know if you need any additional information.
 
Sincerely,
 
[redacted]
Research & Compliance

Dear Ms. [redacted] Thank you for providing us the opportunity to respond to this complaint. We apologize that this has been Ms. [redacted]’s recent experience with ViSalus. In June, 2016, in response to recent consumer trends and customer requests, and the launch of our new Superfood Shake, ViSalus...

altered the number of servings in our original Vi-Shape shake mix from 30 servings (one shake per day for 30 days) to 24 servings (one shake per day for 6 days per week). This allowed our customers to either eat a healthy meal, replace the original shake with one of our other products, like the Superfood shake or cereal, or have a “cheat” day. The serving amount per bag is listed on the online order form. However, since Ms. [redacted] has been a loyal customer since 2011, I have processed an order for an additional bag of Vi-Shape shake mix to be sent to her as a courtesy. She should receive the product early next week. We hope this resolves the matter. If we can be of any further assistance, please do not hesitate to contact us. Sincerely, [redacted] Compliance Analyst Vi. Life. Health. Prosperity. vi.com | [redacted]@vi.com | ###-###-#### | fax ###-###-#### Tell us why here...

Dear Ms. [redacted],Thank you for the opportunity to respond to this complaint.I have looked into Ms. [redacted] account and do see the $106.08 charge for her Annual Renewal Fee on 8/24/2015.  On 6/8/2014, Ms. [redacted] sent us an e-mail asking for her account to be canceled and was advised that she...

needed to call Customer Service to complete the cancellation process.  She did not call and therefore the cancellation was never finalized.  We do apologize for the inconvenience this has caused and have sent a request to have the $106.08 fee refunded in full.Please let me know if you need any additional information.Sincerely,[redacted]Research & Compliance

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Address: 400-340 E. Big Beaver Rd, Troy, Michigan, United States, 48083

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