ViSalus

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 $107.91 on 4/20/2015 for her Annual Renewal Fee.  According to her account history, [redacted] did call customer service on 9/11/2014 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 $107.91 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 [redacted]' account and do see all of the charges that Ms. [redacted] is referring to.   There was an initial order of $170.12 authorized by Ms. [redacted] on 8/21/2014 and she is claiming the rest are...

unauthorized.  We understand her frustrations, however, there is no record of the credit card on file being changed until 5/5/2015 when Ms. [redacted] called our Customer Service department.  Her claim is that Ms. [redacted] daughter changed the credit card on file the night of 8/21 after the initial order was placed.According to our records, this was never completed.  The best we can do for Ms. [redacted] per our return policies is to offer a refund minus shipping & handling for the one product order in the last 30 days and for the three Vi-net fees in the last 90 days.  There were $29 charges on 3/5, 4/5, and 5/5/2015 for Vi-Net Pro and a $118.76 ($99 minus S&H) charge on 4/19 for Ms. [redacted] monthly auto-shipment.  We can issue a refund of $186.00 for these orders.  In order to receive additional credits, we will need unused product returned to our warehouse.We can assure you there was no changing back of the credit card on our end per Ms. [redacted] complaint.  Her credit card information was inputted for the initial order and was never changed.  Therefore, she was charged for all of the auto-orders that were set up on this account.  It is her responsibility to notice these charges and notify us so we could have stopped the charges sooner.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 contacted our Supply Chain representative about this matter and received confirmation that this issue has been resolved.  The outstanding bill in the amount of $225 was paid in full on 3/30/2015.  We...

sincerely apologize to Mr. [redacted] and [redacted] for the inconvenience this has caused.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 the cancellation request she is referring to on 4/22/2015.  We apologize for the delay, however, I can confirm that a refund check has been sent to Ms. [redacted] address...

per her request.  The check was sent out today, 5/13/2015 so she should expect to receive it within the next 3-5 business days.  I have also canceled all of her orders and sent a request to completely close her account.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 see that she contacted our Customer Service department on 3/31/2015 and requested her auto-ship to be canceled due to medical reasons.  Her claim is that her auto-ship was...

canceled 4 months ago, however, Ms. [redacted] was informed that we have no record of this.  The call was escalated to a supervisor who decided to grant her an exception and issue a full refund.  Ms. [redacted] can expect to see a credit in the amount of $160.99 applied to her credit card within the next 3-5 business days.  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 Ms. [redacted] account and do not see the charge that she is referring to.  Her account was last charged $27.26 on 3/5/2013 and she was refunded for this order.  We are willing to issue Ms. [redacted] a...

refund, however, more information is required since we do not know which account her Discover card is on.  If she knows the last 4 digits we could look it up that way.She can e-mail us directly at [redacted]@vi.com with this information and we will take care of her refund.Please let me know if you need any additional information.Sincerely,[redacted]

Dear Ms. [redacted],Thank you for the additional opportunity to respond to this complaint.We will issue Ms. [redacted] a Return Label so she does not have to pay to ship it back.  Once we receive confirmation that the package is returned we can issue the full refund.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 Mr. [redacted]’s experience with ViSalus. According to our records, on May 20, 2016, one of our representatives advised Mr. [redacted]  that a refund would be provided once the...

product was returned. However, we were able to intercept the order and a full refund of $280.71 was issued today, June 1, 2016. The funds should be available in Mr. [redacted]’s account in 3-5 business days. We hope this resolves the matter. If we can be of any further assistance, please do not hesitate to contact us. Sincerely, [redacted] Analyst http://vi.com | [redacted]@vi.com | ###-###-#### [redacted] Troy, MI 48083 | fax ###-###-####

Dear Ms. [redacted],Thank you for the opportunity to respond to this complaint.I have looked into Mr. [redacted] account and do see the order on 6/5/2015 that he is referring to.  The Vi-Pak portion of Mr. [redacted] order was on back order and he now wants to be refunded in full and return the shakes...

to our warehouse.  Normally, we would only refund the returned order minus shipping & handling.  However, as a courtesy we will issue a full refund of $171.19 once we have confirmation that the shakes are being returned to us.I will send an e-mail to Mr. [redacted] with a Return Authorization Number so he can ship the bags of shake mix back to us at no expense.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 1/10/2015 in the amount of $120.99.  Ms. [redacted] contacted our customer service department on 4/22/2015 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 30 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 1/26/2015 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