What Schuh Need

Initial Business Response / [redacted] (1000, 15, 2017/03/06) */ The customer placed an order with us on December 3, On December 5, she email us and left us a voicemail asking to updating her mailing address and to cancel part of her order On December 13, 2016, a customer support representative emailed the customer with the following message: "Hi [redacted] Thank you for taking the time to contact us at Epigenetic Labs We apologize for the delay in our responseOur system has been experiencing high volumes of traffic, and we have been working to answer as quickly as we can in the order they were received Our system indicates your order # [redacted] & [redacted] delivered on 12/7/via U.SPostal Service with tracking number [redacted] Please visit the tracking link below for delivery updatesYou may copy and paste the link in a separate browser if it doesn't open after you click on it http://www.fedex.com/Tracking?tracknumbers= [redacted] Thank you for understanding and your patience with this matter." The customer responded on December 17, that we had not addressed her concernOn December 19, 2016, the following email was sent to the customer: "You contacted us about your order and wanted to change your shipping addressUnfortunately, your order was already shipped and delivered on 12/7/so we were unable to change the shipping addressAs for the upgraded order that you are requesting a refund, you will need to return the package for us to submit you a refund We are sorry to hear that you are unsatisfiedI will be happy to assist you with a refund Please return your package to: Epigenetic Labs, LLC Indian Springs Dr Lancaster, PA Please also include a note with your name, address, email address, phone number, and order # in the package so we may process the return for you in a timely manner Once we receive your package (all bottles need to be returned, empty/unused, partially used etc.), we will refund you the total cost of the package less the shipping cost If you send us a tracking link for your returned package, we will be happy to refund you immediately upon reviewing the tracking and confirming that your package has been shipped back to us Once you have been refunded, please allow to business days for the transaction to process and the money to be refunded to your account." The customer replied on December 19, that she was still not satisfiedOn December 20, she was sent the following email: "Thank you for contacting Epigenetic Labs I am sorry for the stress and confusion that you have received from our websiteWe do appreciate your comments and feedback We take our customers concerns and suggestions very seriously and will pass the information on for review If we can help you with anything further, please let us know Thank you! I hope you have a great day!" On December 20, the customer responded that she was still not satisfiedOn December 21, 2016, the following email was sent to the customer: "Thank you for contacting Epigenetic Labs I am sure that I have answered your question and I am working on assisting you with a refund for order # [redacted] Can you please let me know what are the other issues that I haven't answered? We do take our customers concerns very seriously Again, We apologize for the delay in our responseOur system has been experiencing high volumes of traffic and we have been working to answer as quickly as we can in the order they were received." We have no record of any response from the customer to this emailOur records do not show that her order was ever returned and we have not received any tracking information from the customer to expedite a refund as she originally requested Per company policy, we are unable to issue a refund until we have confirmation that the product has been returnedBelow is our return policy: We are confident that Epigenetic Labs, LLC, provides only high quality supplements However, if for any reason you are not satisfied with your order you may return the product (empty or unused portion) for a full refund less the shipping and handling fees All returns must be made within year (unless otherwise stated on the order page of the product you purchase) from the product shipment date

Final Consumer Response / [redacted] (2000, 11, 2016/10/31) */

Initial Business Response / [redacted] (1000, 15, 2017/03/06) */ On November 28, the customer contacted us requesting that we cancel their monthly subscription for one of our productsOn December 2, 2016, the following email was sent to the customer from one of our customer support agents: "Thank you, contacting us at Epigenetic Labs We apologize for the delay in our responseOur system has been experiencing high volumes of traffic and we have been working to answer as quickly as we can in the order they were received I have successfully cancelled your monthly recurring shipment for [redacted] I do see a [redacted] bottle being shipped out to you for this month, I apologize and could not cancel this shipment on time When you receive this package, please send the package back to the post office and let the person know you refuse the package and are returning to sender I will send you a refund, once the package is shipped back to us You should not see any more charges in the future and will not receive any more bottles of [redacted] If there is anything else I can do for you, please let me know Have a wonderful day!" One of our customer support agents called the customer on December 7, to confirm the cancellation of their subscription and to let the customer know that she was requesting a return label on her behalfThe package was returned and a full refund was issued on January 5, The same day, January 5, 2017, a customer support agent called the customer again to confirm the details of the refundOur system does not show any contact from the customer beyond this date Initial Consumer Rebuttal / [redacted] (2000, 17, 2017/03/06) */ (The consumer indicated he/she ACCEPTED the response from the business.)

Final Consumer Response / [redacted] (2000, 9, 2016/10/06) */ I received a full Refund for my purchase on October 2nd Epigenetic Labs has still not removed the 100% money back guarantee from the website

Initial Business Response / [redacted] (1000, 5, 2018/02/26) */ This Organixx customer was displeased she received products with our former company name, Epigenetic Labs, on the labels When this was brought to our attention, we notified the customer that we would expedite a new order of products with the Organixx labels to her and allow her to keep the product she has already received In speaking with the customer, she seemed satisfied with this resolutionOrder # [redacted] was overnighted to the customer on 2/26/ Initial Consumer Rebuttal / [redacted] (2000, 7, 2018/02/27) */ (The consumer indicated he/she ACCEPTED the response from the business.) Matter resolved to my satisfactionOrganixx has replaced the oils with the newer labelsI am pleased that they decided to replace them and will donate the bottles with their former company name to charity

Initial Business Response / [redacted] (1000, 17, 2017/03/06) */ The customer reached out to us on August 7, requesting to make a returnThe following email was sent to the customer on August 16, from one of our customer support agents: "Thank you for contacting Epigenetic Labs We apologize for the delay in responseWe are presently overwhelmed with inquiries brought about by our recent promotionWe ask for your patience and understanding on this matter We are sorry that you are unsatisfied with your product Please return your package to: Epigenetic Labs, LLC [redacted] ,**, [redacted] We will refund you upon receiving your package back If we can help you further, please let us know Thank you." The customer returned the product and a check refund was mailed to the customer on November 1, as we were unable to issue a refund to the customer's original payment method in our system Initial Consumer Rebuttal / [redacted] (2000, 19, 2017/03/07) */ (The consumer indicated he/she ACCEPTED the response from the business.) Once there was a non automated response from Epigenetic Labs, I was very pleased with the responseIt just took more than days from my first message to themThe real problem was that in their auto-reply e-mail it said that a representative would get back to me within hours of my messageIf its going to take days, don't tell a customer that you will respond in hours, or hire more people to ensure that you can meet your self proclaimed deadlinesTheir process for making returns is also ridiculousWhy not just have instructions for returns easily accessible? Why make customers have to jump through hoops and wait for days for a responseI greatly appreciate the work the Epigenetic labs is doing, as far as healthy supplements is concernedThey just need to sharpen their business practices a bitBut I am satisfied with their refund, and response

Initial Business Response /* (1000, 15, 2017/03/06) */
The customer contacted us on December 23, inquiring about their orderOn December 29, the following email was sent to the customer from one of our customer support agents:
"Thank you for contacting Epigenetic Labs
We
apologize for the delay in our responseOur system has been experiencing high volumes of traffic and we have been working to answer as quickly as we can in the order they were received
International orders are normally delivered within 2-weeks from the ship dateThis also does not include customs processing time for international orders
*These are only estimates and may vary depending on a variety of circumstances
Please keep in mind this is from ship date, not purchase date
If you ordered multiple products or item, they will ship at the same time
I have looked into the tracking information on the package and it was shipped out on 11/27/The holiday season has been delaying the time for some packages to be received
Please check with customs to make sure that the package has not been held up in Portugal
Can you please verify the shipping address for me? We have the address listed as:
***
After six weeks if the package has not been received I can send a replacement as a one time courtesyPlease let me know if you receive the package in the next few weeksI will also keep your order open so that I can follow back up on it
I apologize for any inconvenience that this has caused
Please let us know if we can help you further
Thank you! I hope you have a great day!"
On January 2, the customer responded that she would wait for the packageOn January 9, the following email was sent to the customer:
"I was checking to see if your package had arrived yet?"
On January 9, the customer responded that they had not yet received their packageOn January 10, the following email was sent to the customer:
"I am terribly sorry about this inconvenience I know that it can be very frustrating
Please let me know if you receive the package by FridayIf you do not I will file it as lost and submit a claim
If you would like us to reship it at that time I would be happy to or I would also be happy to refund the purchase."
The customer responded on January 13, that they still had not received the package and would like a refundOn January 13, a full refund was processed on their order and a follow up email was sent to the customer with details about their refund

Initial Business Response /* (1000, 5, 2017/04/24) */
The link to our return policy can be found at the bottom of each page on our websiteThe following refund policy can be found on our website (https://epigeneticlabs.com/return-policy/)
"We are confident that Epigenetic Labs, LLC, provides
only high quality supplements
However, if for any reason you are not satisfied with your order you may return the product (empty or unused portion) for a full refund less the shipping and handling fees
All returns must be made within year (unless otherwise stated on the order page of the product you purchase) from the product shipment date."
Our records show that the customer returned of bottles to usWe processed a refund of one third of the purchase price per our refund policyThis refund was processed by our customer support agent on March 23, 2017, which was the same day that the customer provided us with the tracking number for the return
Initial Consumer Rebuttal /* (3000, 7, 2017/04/27) */
(The consumer indicated he/she DID NOT accept the response from the business.)
My complaint is directed towards Epigenectics advertising never indicating the consumer needed to save "empty" bottles for refund purposesThey did refund me for bottles I didn't use because the product was faulty and didn't do what they purported it wouldNever was there a mention of keeping/returning "empty" bottles for refund except in the fine print which could be interpreted as returning "full" bottles would get you a full refund for all bottles purchasedI would like my remaining refund ($100) and Epigenetic Lab's advertising to state upfront that ''EMPTY" BOTTLES MUST BE RETURNED FOR FULL REFUND
Final Business Response /* (4000, 9, 2017/05/02) */
We have received approval to issue a full refund for this customer although the full product was not returnedWe apologize for any confusion regarding our return policy
We are working on improving our website to ensure that all details are fully clarified and included on our return policy

Final Consumer Response /* (2000, 9, 2017/01/13) */
I finally received contact from this company and told them I had filed a BB complaintThey have responded by sending replacements for the broken productsI consider this case closedThank you

Final Consumer Response /* (2000, 9, 2017/02/06) */
I got a form letter from them with a refund for the vitaminsNo apology or explanationSo, I did get what I want, but I still rate them zero on customer service!

Initial Business Response /* (1000, 15, 2017/03/06) */
The customer contacted us on November 1, requesting to place her order on hold so that she could update the shipping addressOn November 14, the following email was sent to the customer:
"Thank you for contacting Epigenetic
Labs
Thank you for your purchase!
Our system indicates your order #shipped on 11/via DHL with tracking number ***
Domestic orders are normally delivered within 5-business days from the ship dateInternational orders are normally delivered within 2-weeks from the ship datePlease keep in mind that this is from ship date, not order dateThis also does not include customs processing time for international orders
*These are only estimates and may vary depending on a variety of circumstances
Please visit the tracking link below for delivery updatesYou may copy and paste the link in a separate browser if it doesn't open after you click on it
http://webtrack.dhlglobalmail.com/?trackingnumber=***
Please let us know if you have any further questions
Thank you! I hope you have a wonderful day!"
The customer responded on November 14, to let us know that this did not address her concernThe following email was sent to the customer on November 15, 2016:
"We apologize for the delay in our response
Our system has been experiencing high volumes of traffic and we have been working to answer as quickly as we can in the order they were received
If your package is returned to us we will gladly issue you a refundIs there a possibility that the package could be forwarded to your new address?
As of now it still is "IN TRANSIT" processI will keep in contact with you until we get this situation resolved
Thank you for your patience with this matter and I look forward to assisting you further."
On November 18, the customer responded that she was not happy with her experienceThe following email was sent to the customer on November 18, 2016:
"Thank you for contacting Epigenetic Labs
We appreciate your comments and feedback
We take our customers concerns and suggestions very seriously and will pass the information on for review
If we can help you with anything further, please let us know
Thank you! I hope you have a great day!"
Our customer support agent monitored this package, and on January 27, reached out to the customer with the following email:
"I wanted to let you know that your package has been returned to our shipping department
Please reply to this email and let me know if you would prefer a reship of the order or a refund for your purchase
If you wish to have your package reshipped please reply with your FULL/CORRECT shipping address as to not further delay you receiving your package
Please reply with what option you prefer and I will be happy to further assist you
Thank you and have a nice day!"
On January 28, the customer responded that she would like a refundThis refund was processed by our customer support agent on January 30, The details of the refund were emailed to the customer on the same day, January 30, Our records do not show any contact from the customer after this date

Initial Business Response /* (1000, 5, 2017/11/06) */
We are sorry to hear that you have experienced frustration over this matter
On September 22, our customer support agent found out that a duplicate package had been shipped in errorShe reach out ask that this second shipment be refused
so that it could be returned to us at no cost to the customerBoth of the orders had shipped on September 19,
On September 26, the customer had reached out to us because they attempted to return their unopened package, but they were asked to pay for the return
On October 3, 2017, after calling *** to try to come up with a solution on how to return the duplicate package at no charge, our customer support agent reached out to the customer offering to arrange a *** pickup and requesting the tracking number for the unopened packageThe customer provided the contact information for the ***
On October 11, 2017, our customer support agent called the ***, but was unable to obtain the needed tracking information for the packageThe US Embassy told our agent that the duplicate package would be returned to us if it was not picked up within weeksThe customer informed us that they had received different information from the mail room in the US Embassy regarding returns
On November 3, 2017, our customer support agent issued a refund of $on the customer's account so that they could return the package to us
Initial Consumer Rebuttal /* (2000, 7, 2017/11/10) */
(The consumer indicated he/she ACCEPTED the response from the business.)
We accept as clicked above the response from the vendor with two conditions: 1) First of all we'd like to thank the Revdex.com for your intervention as without that, nothing would have been accomplishedAs soon as we receive the amount in our account, we'll return the package2) The vendor, in their reply, stated two incorrect points: upon request we sent them a picture of the unopened box label with the *** tracking numberTherefore, it's not true they didn't have the *** tracking numberAdditionally, they say that an "embassy representative" told them that if packages are not collected for weeks, they're returned to the senderI specifically asked for the name and the extension of the person they spoke with as the embassy doesn't have "representatives" but everyone (besides having a name) has a title and extensionWe never received an answer to thisFinally, if it's true that if packages are sent back after weeks, we can't understand why their package hasn't been sent back to them as it's been sitting there since the end of September

Initial Business Response /* (1000, 15, 2017/03/07) */
The customer reached out to us on November 28, regarding the delivery of their orderOn December 7, the following email was sent to the customer from one of our customer support agents:
"Thank you for taking the time to contact us
at Epigenetic Labs
We apologize for the delay in our responseOur system has been experiencing high volumes of traffic, and we have been working to answer as quickly as we can in the order they were received
I have contacted our shipping department about your package and it looks to have been LOST IN TRANSIT
I do sincerely apologize for the error in your shippingI have requested an IMMEDIATE reship of your order
You will receive tracking information once a number has been created for your order
Thank you for understanding and your patience with this matter."
The customer responded on December 12, that they had not received the tracking number for the new shipmentOn the same day, December 12, 2016, the following email was sent to the customer:
"Thank you for contacting Epigenetic Labs
Thank you for your purchase!
Our system indicates your order #shipped on 12/via DHL with tracking number ***
Domestic orders are normally delivered within 5-business days from the ship dateInternational orders are normally delivered within 2-weeks from the ship datePlease keep in mind that this is from ship date, not order dateThis also does not include customs processing time for international orders
*These are only estimates and may vary depending on a variety of circumstances
Please visit the tracking link below for delivery updatesYou may copy and paste the link in a separate browser if it doesn't open after you click on it
http://webtrack.dhlglobalmail.com/?trackingnumber=***
Please let us know if you have any further questions
Thank you! I hope you have a wonderful day!"
The customer has not yet received this second shipment that we sent to them free of charge due to their first shipment being lost in transitWe have confirmed that the second shipment has also been lost in transitWe are currently working with the customer to come to a solutionWe are collecting details about the shipment that the customer has requested to ensure that the third package we plan to ship will reach the intended destinationThe last email was sent to the customer on March 7, 2017, in response to an email the customer sent to us the previous day, March 6, 2017, and we are currently awaiting an address confirmation from the customer
Initial Consumer Rebuttal /* (3000, 17, 2017/03/15) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Even though they communicate with me they didn't solve the issue
Already I changed my address and inform them but still the second parcel lost on way to me as they told me
so the problem my be from the carrier that they are usingThey suppose to change the carrier system specially International orders or givionse more options to the customers
Final Consumer Response /* (2000, 21, 2017/03/16) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Final Business Response /* (4000, 19, 2017/03/16) */
On March 10, we reached out to our fulfillment center with the request of the customer that we allow the customer's designated courier to pick up the package at our fulfillment center
Per the policies of the fulfillment center, they only allow carriers who already pick up from their warehouse to collect packages
Epigenetic Labs policy on packages being reshipped is that we will issue the the first reshipment free of charge as a courtesyIf a second reshipment is needed, the customer is responsible for the shipping costs only
Since the customer requested that their designated carrier be used in this second reshipment, we have obtained permission from our fulfillment center to use the customer's account details, in hopes that this will help the package reach the intended destinationWe reached out to the customer on March 15, requesting their shipping account information to provide to our fulfillment center
Should the customer no longer wish to receive this product or go forward with a second reshipment, we will refund their order in full

Initial Business Response /* (1000, 17, 2017/03/06) */
The customer first reached out to us on June 24, On July 5, the following message was emailed to the customer:
"I apologize for the delay in respondingWe are positively overwhelmed by the new
products and that's why it's taken
this long to get back to you
I've researched your order and see it did not ship due to an error in the system
I have refunded your order in fullPlease allow a few days for the refund to
appear on your account
We apologize for any inconvenience this has caused
Have a great day!"
This refund was processed in our system on July 5,
Initial Consumer Rebuttal /* (3000, 19, 2017/03/06) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Yes, I finally got a refundHowever, I ordered on 6/and they did not refund it until 7/after I had already sent inquiries with no responseI filed the Revdex.com complaint on 7/2/and they just now responded to the complaint on 3/6/months laterWhile I did get my money back, this is the worst customer service and company! People deserve to know how bad their response time isThey don't pick up phones, respond to emails or voice mails and it took them months to respond to a formal Revdex.com complaintVery amateurish!

Final Consumer Response /* (2000, 9, 2016/10/06) */
I received a full Refund for my purchase on October 2nd 2016.
Epigenetic Labs has still not removed the 100% money back guarantee from the website.

Final Consumer Response /* (2000, 11, 2016/10/31) */

Initial Business Response /* (1000, 15, 2017/03/06) */
On November 30, 2016 the customer requested to cancel their order for a refund. On December 5, 2016 the following email was sent to the customer from one of our customer support agents:
"Thank you for contacting Epigenetic Labs!
We...

apologize for the delay in our response. Our system has been experiencing high volumes of traffic and we have been working to answer as quickly as we can in the order they were received.
Once an order is placed we can no longer cancel or edit it.
Your order #108792 was shipped November 30, 2016.
You may track your order following the link below:
https://www.fedex.com/apps/fedextrack/?action=track&tracknumbers=[redacted]
For a refund you may refuse the package and it will return to sender.
Please let me know if you plan on refusing it so I may watch for it return and process a refund.
Thank you for your patience and understanding."
On December 6, 2016 the customer replied that they were disputing the charge. On December 7, 2016, the following email was sent to the customer:
"We appreciate your comments and feedback.
We take our customers concerns and suggestions very seriously and will pass the information on for review.
I would be happy to request a re-shipment of your order if you would like, and due to the frustrating experience you have had I would like to offer a 10% discount
If you have filed a dispute our Dispute Account Manager will be in contact with you in regard to your open dispute and refund.
Please let me know if I can further assist you."
The customer replied on December 14, 2016 requesting a refund again. On December 19, 2016, the following email was sent to the customer:
"Thank you for contacting Epigenetic Labs!
We apologize for the delay in our response. Our system has been experiencing high volumes of traffic and we have been working to answer as quickly as we can in the order they were received.
Your order was shipped November 30, 2016. Below is the tracking link:
https://www.fedex.com/apps/fedextrack/?action=track&tracknumbers=927489999222161...⇄ /> Since this order is definitely delayed my suggestion would be to get in touch with FedEx and use your tracking number as a reference.
Please note per our refund policy, we issue refunds for returned products only.
You may return your product once received and we will be happy to issue a refund.
Thank you!"
The customer responded on December 19, 2016 asking for details on how to return the product. On December 20, 2016 the following email was sent to the customer:
"Please contact me once you have received it for a return shipping label then you may return your package to:
Epigenetic Labs, LLC
700 Indian Springs Dr.
Lancaster, PA 17601
We will refund you upon receiving your package back. Please keep in mind that we need you to return all bottles whether they are empty, used, unopened, etc... Please also include a note with your name, email address, and order # to allow us to expedite the return process for you.
If we can help you further, please let us know.
Thank you! I hope you have a great day!"
This order has since been returned and the customer has been refunded in full as of February 2, 2017. The customer was sent an email on February 2, 2017 advising the details of the refund. We do not have any record of any contact from the customer with us beyond this date.
Initial Consumer Rebuttal /* (3000, 17, 2017/03/06) */
(The consumer indicated he/she DID NOT accept the response from the business.)
"Fake facts". Product was not sent as the business suggests but much later and the paid amount was refunded by my bank crediting it to my account and not by Epigenetics. It took over 2 months to get that refund and lots of time, phone calls to them (no response) and energy.
I will not buy from their again and suggest others to do the same. They waste your time and hold your money.

Initial Business Response /* (1000, 5, 2018/02/26) */
This Organixx customer was displeased she received products with our former company name, Epigenetic Labs, on the labels.
When this was brought to our attention, we notified the customer that we would expedite a new order of products with...

the Organixx labels to her and allow her to keep the product she has already received.
In speaking with the customer, she seemed satisfied with this resolution. Order #[redacted] was overnighted to the customer on 2/26/18
Initial Consumer Rebuttal /* (2000, 7, 2018/02/27) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Matter resolved to my satisfaction. Organixx has replaced the oils with the newer labels. I am pleased that they decided to replace them and will donate the bottles with their former company name to charity.

Initial Business Response /* (1000, 15, 2017/03/06) */
The customer placed an order with us on December 3, 2016. On December 5, 2016 she email us and left us a voicemail asking to updating her mailing address and to cancel part of her order.
On December 13, 2016, a customer support...

representative emailed the customer with the following message:
"Hi [redacted]
Thank you for taking the time to contact us at Epigenetic Labs.
We apologize for the delay in our response. Our system has been experiencing high volumes of traffic, and we have been working to answer as quickly as we can in the order they were received.
Our system indicates your order #[redacted] & [redacted] delivered on 12/7/16 via U.S. Postal Service with tracking number [redacted].
Please visit the tracking link below for delivery updates. You may copy and paste the link in a separate browser if it doesn't open after you click on it.
http://www.fedex.com/Tracking?tracknumbers=[redacted]
Thank you for understanding and your patience with this matter."
The customer responded on December 17, 2016 that we had not addressed her concern. On December 19, 2016, the following email was sent to the customer:
"You contacted us about your order and wanted to change your shipping address. Unfortunately, your order was already shipped and delivered on 12/7/16 so we were unable to change the shipping address. As for the upgraded order that you are requesting a refund, you will need to return the package for us to submit you a refund.
We are sorry to hear that you are unsatisfied. I will be happy to assist you with a refund.
Please return your package to:
Epigenetic Labs, LLC
700 Indian Springs Dr.
Lancaster, PA 17601
Please also include a note with your name, address, email address, phone number, and order # in the package so we may process the return for you in a timely manner.
Once we receive your package (all bottles need to be returned, empty/unused, partially used etc.), we will refund you the total cost of the package less the shipping cost.
If you send us a tracking link for your returned package, we will be happy to refund you immediately upon reviewing the tracking and confirming that your package has been shipped back to us.
Once you have been refunded, please allow 2 to 3 business days for the transaction to process and the money to be refunded to your account."
The customer replied on December 19, 2016 that she was still not satisfied. On December 20, 2016 she was sent the following email:
"Thank you for contacting Epigenetic Labs.
I am sorry for the stress and confusion that you have received from our website. We do appreciate your comments and feedback.
We take our customers concerns and suggestions very seriously and will pass the information on for review.
If we can help you with anything further, please let us know.
Thank you! I hope you have a great day!"
On December 20, 2016 the customer responded that she was still not satisfied. On December 21, 2016, the following email was sent to the customer:
"Thank you for contacting Epigenetic Labs.
I am sure that I have answered your question and I am working on assisting you with a refund for order #[redacted].
Can you please let me know what are the other issues that I haven't answered?
We do take our customers concerns very seriously.
Again, We apologize for the delay in our response. Our system has been experiencing high volumes of traffic and we have been working to answer as quickly as we can in the order they were received."
We have no record of any response from the customer to this email. Our records do not show that her order was ever returned and we have not received any tracking information from the customer to expedite a refund as she originally requested.
Per company policy, we are unable to issue a refund until we have confirmation that the product has been returned. Below is our return policy:
We are confident that Epigenetic Labs, LLC, provides only high quality supplements.
However, if for any reason you are not satisfied with your order you may return the product (empty or unused portion) for a full refund less the shipping and handling fees.
All returns must be made within 1 year (unless otherwise stated on the order page of the product you purchase) from the product shipment date.

Initial Business Response /* (1000, 17, 2017/03/06) */
The customer reached out to us on August 7, 2016 requesting to make a return. The following email was sent to the customer on August 16, 2016 from one of our customer support agents:
"Thank you for contacting Epigenetic Labs.
We...

apologize for the delay in response. We are presently overwhelmed with inquiries brought about by our recent promotion. We ask for your patience and understanding on this matter.
We are sorry that you are unsatisfied with your product.
Please return your package to:
Epigenetic Labs, LLC
[redacted],**, [redacted]
We will refund you upon receiving your package back.
If we can help you further, please let us know.
Thank you."
The customer returned the product and a check refund was mailed to the customer on November 1, 2016 as we were unable to issue a refund to the customer's original payment method in our system.
Initial Consumer Rebuttal /* (2000, 19, 2017/03/07) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Once there was a non automated response from Epigenetic Labs, I was very pleased with the response. It just took more than 9 days from my first message to them. The real problem was that in their auto-reply e-mail it said that a representative would get back to me within 24 hours of my message. If its going to take 9 days, don't tell a customer that you will respond in 24 hours, or hire more people to ensure that you can meet your self proclaimed deadlines. Their process for making returns is also ridiculous. Why not just have instructions for returns easily accessible? Why make customers have to jump through hoops and wait for days for a response. I greatly appreciate the work the Epigenetic labs is doing, as far as healthy supplements is concerned. They just need to sharpen their business practices a bit. But I am satisfied with their refund, and response.