Yoli LLC

We suspect Mr [redacted] 's credit card was abused by a third partyWe have no record of him ordering from us personally, as either a Retail Customer, or a Preferred CustomerWe in no way intend to use Mr [redacted] 's payment information in any inappropriate way, nor do we condone such behavior.On 6/7/we responded to Mr [redacted] 's complaint by phone, and the phone number provided was invalidWe then emailed him to let him know his phone number did not work, and to request more details about his transactions.On 6/8/we requested the last digits of the two cards that were used in the two transactions to which he referred, as well as the date of the second transaction he described in his complaintThis was in order to discern the account for which orders were being placed.We have not heard from Mr [redacted] with the information we need to settle this matterIf we can know from him the date of the second transaction and minimal detail regarding the payment method, such as the last digits of the second card, we would be happy to take care of him.Until that time we have no way to track what was ordered, by whom, and to where it was shippedThese details are important in order to settle this matter.Additionally, if we find that another Account Holder in our system has used his cards and were not authorized, we will take action according to our remediation procedures.We welcome a phone call or return email from Mr [redacted] Our Customer Service number is ###-###-####He should ask to speak to a supervisor

We are happy to refund [redacted] $directly for the products she purchasedShe can mail her kit, with any remaining contents and unused or opened containers, to Yoli, LLC, attn: Compliance S Industrial Rd STE B, SLC, UT She would also need to furnish us with a return addressAs soon as we receive her kit, we will promptly issue a refund.We sincerely appreciate the feedback [redacted] gave us regarding the health claims communicated to her by our Independent RepresentativesWe are currently pursuing disciplinary action with those individualsWe also regret that her request for a refund was not answered in a professional and timely manner, by both the Independent Representatives involved and our Customer Service Department[redacted] should have received more careful attention when she called our Customer Service Department and we extend our sincere apologyWe are actively addressing this issue with our Customer Service staff.Currently we have several initiatives underway to more deliberately train our field reps with regard to acceptable marketing practices and acceptable claims regarding the Yoli productsIn no way do we support the way the products were claimed to have been presented to herThough, by the Member Agreement, the individuals who sold her Yoli products are responsible for their actions, we accept ultimate responsibility

In order to purchase products at the wholesale cost from our company a customer needs to be on an autoship program ***'s autoship was scheduled to process on December 13th This date was set up online by the customer Changes to autoship orders need to be made hours in advance of that date Unfortunately [redacted] did not call in until December 14th after the order had already been processed and packaged At that point we are unable to stop an order but can request a re-route through UPS which does have an additional fee Customer chose not to re-route the order Order was delivered on December 21st UPS tracking # [redacted] We will happily issue a refund for cost of products once the order has been returned to us under the return policy which customer agreed to at his initial sign up

[redacted] signed up with our company in June as a preferred customer One of the requirements of being a preferred customer is to be on autoship where products are generated and shipped out automatically Changes to the autoship order must be made 24-hours BEFORE the autoship date for us to catch the order [redacted] agreed to the terms and conditions online regarding this requirement and did not contact us until the day of the autoship which is after it had already processed [redacted] has also had other autoship orders processed, so the autoship order shipped on December 3rd was not the first one processed on her account Once an autoship has been processed we are unable to stop the orders and customers can either receive the package and choose to send it back, or as a courtesy we offer to contact UPS to have the package re-routed There is a fee involved with this as UPS charges us to return the package Our return policy states that we will refund product for preferred customers either used or unused, but shipping both ways is non-refundable [redacted] 's order, when returned, will be refunded for product and taxes, but shipping will not be refunded

We have determined that the order charged back was not [redacted] 's responsibility, as her Retail account was created by another person who acquired her information through a separate eBay sale and created a Retail account in her nameThe order in question for $has been satisfied by product return to our Recieving department, and the credit card holder refunded all chargesBecause this was not [redacted] 's error or responsibility, the usual $fee for charge backs is waivedIf [redacted] should choose to order through her Preferred Customer account, her account is notated that no fee is due, and that the account may be reinstated at her requestAdditionally, due to this issue, we are taking measures to make Retail account creation more difficult for dishonest customers in the future, as we regret the stress, time and energy this has caused for [redacted]

Yoli does not make any claims regarding our product addressing any specific health concerns Yoli does offer a 100% money back guarantee on product for Preferred Customers who find that the product has not been effective for them Unfortunately we are unable to find that *** has ever signed up with us as a Preferred Customer using any of the information she has provided If [redacted] would please contact us we can research her account further and offer the refund based on policies agreed to when she signed up

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 Sincerely, [redacted] ***

We did receive [redacted] 's returned items on 02/12/2018. According to our records, the only unopened item was the Box of Passion, which she was refunded $32.14 for, which was the price of the product, plus the tax paid for that specific product. According to our returns policy,... Members may only receive a refund for unopened product. Because her order was placed through a Member Account, this policy applies to her order. However, we are willing to make an exception and have processed a refund back to the card used to pay for the order in the amount of $64.11, which is the price of one bottle of Alkalete and 14 packets of YES, plus the tax paid on those two items. The refund may take 5-7 business days to be processed. Because the order was placed by her Member's account, [redacted] will need to contact her in order to receive her refund. If there are any issues receiving her refund from her member, [redacted] will need to email [email protected] to receive a resolution. Best regards,Yoli

Complaint: ***
I am rejecting this response because:Your reps did claim that cancer cells cannot live in alkaline and that it cures cancerEven mentioning that it was a miracleThey also mentioned curing gout and arthritisThey said it was 100% guarantee assuring that if I was not happy, they would give me my money backI purchased a kit with cash and when I was not satisfied with the product, they were complete jerksI called your service center they refused to help because I paid cashIf you have no control of what your reps say, you need to properly train them as they represent and are the face of your company - this still makes you liable for their claims.
Sincerely,
*** *** ***

We investigated the history of Jennifer's account and communication with our Customer Service agentWe understand that Jennifer was not correctly informed on our return policy by her sponsor, as required by our Distributor Agreement and that the day deadline was not communicated by our Customer
Service agent.A Return Merchandise Authorization (RMA) was issued to Jennifer on August 10, 2017. Her unopened products were delivered back to our warehouse September 25, which is outside of our day refund policy. An exception has been made and Jessica was refunded October 4, 2017 for the unopened t-kits we received back

Roman">We are sorry if *** may have misunderstood charges for her order. An initial e-mail is sent out once the order is processed and a second e-mail is sent once the order is shipped. The complete invoice, however, is not sent with the e-mail, rather it is posted on the customer's team office site. On this site the customer can see all their orders, the dates, the items, the total cost, etc. This information is all filed online and can be accessed at any time.Shipping rates apply to all orders and taxes of course are not waived without a tax ID # for business accounts, which *** does not have.*** can return her order for a refund. This refund will include the taxes charged, but will not refund the shipping as those costs have already been paid to our shipper.Details of order are below:Order Number:***
Order Date: 11/16/
Ship To:
*** ***
Bill To:
*** ***
QTY SKU Description
Unit Price Volume Total
**
Alkalete (bottle, capsules)
** Pure Capsules (bottle, units)
Digestive Health Kit $$
Order Notes: Sub-Total: $
(UPS Ground) Shipping/Handling: $
Tax: $
Shipping Tax: $
Grand Total:$

We investigated the history of ***'s account and communication with our Customer Service agentWe understand that *** was not correctly informed on our return policy by her sponsor, as required by our Distributor Agreement.We regret that *** was not correctly informed of our return policy
and refund requirements and will assist ***'s sponsor as needed to resolve this matter correctly and swiftly.A Return Merchandise Authorization (RMA) was issued to *** yesterday (6/9/16), where she was also informed that her request was made after the 30-day guarantee periodHowever, within days, per our policy, she was also informed that we would honor as full of a refund as possible, minus a 10% restocking fee and any shipping and handling charges, provided she could send back any empty or half-empty containersWe then instructed her sponsor to assist her with that, and to provide as much empty packaging as needed to her.***'s refund amount will be determined when return product is received back to our headquarters, as per the RMA and instructions she was given 6/9/

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 had sent in many emails with proof that the account wasn't mine, had emails from other people who had used the account saying how'd they had purchased product off eBay. Crazy that it was so easy for someone to use only my name and address to change account types, change the original phone number and email to something else and charge away.  The Yoli company never contacted me to say the issue was resolved. I did a follow up phone call this morning (10/3/2016) and the notes on my suspended account do say the issue is resolved. I'll never purchase from them again, their system is very unsecure. Thank you Revdex.com for your help, I do not think this would have been resolved so quickly without you stepping in. As the company's compliance department wouldn't even return my emails after the first day of asking for information on the account and what I needed to prove that it wasn't created by me.
Sincerely,
[redacted]

We suspect Mr. [redacted]'s credit card was abused by a third party. We have no record of him ordering from us personally, as either a Retail Customer, or a Preferred Customer. We in no way intend to use Mr. [redacted]'s payment information in any inappropriate way, nor do we condone such behavior.On...

6/7/16 we responded to Mr. [redacted]'s complaint by phone, and the phone number provided was invalid. We then emailed him to let him know his phone number did not work, and to request more details about his transactions.On 6/8/16 we requested the last 4 digits of the two cards that were used in the two transactions to which he referred, as well as the date of the second transaction he described in his complaint. This was in order to discern the account for which orders were being placed.We have not heard from Mr. [redacted] with the information we need to settle this matter. If we can know from him the date of the second transaction and minimal detail regarding the payment method, such as the last 4 digits of the second card, we would be happy to take care of him.Until that time we have no way to track what was ordered, by whom, and to where it was shipped. These details are important in order to settle this matter.Additionally, if we find that another Account Holder in our system has used his cards and were not authorized, we will take action according to our remediation procedures.We welcome a phone call or return email from Mr. [redacted]. Our Customer Service number is ###-###-####. He should ask to speak to a supervisor.

Yoli
does not make any claims regarding our product addressing any specific
health concerns.  Yoli does offer a 100% money back guarantee on product
for Preferred Customers who find that the product has not been
effective for them.  Unfortunately we are unable to find that [redacted]...

has
ever signed up with us as a Preferred Customer using any of the
information she has provided.  If [redacted] would please contact us we can
research her account further and offer the refund based on policies
agreed to when she signed up.

We are happy to refund [redacted] $300 directly for the products she purchased. She can mail her kit, with any remaining contents and unused or opened containers, to Yoli, LLC, attn: Compliance 2080 S Industrial Rd STE B, SLC, UT 84104. She would also need to furnish us with a return address. As soon as we receive her kit, we will promptly issue a refund.We sincerely appreciate the feedback [redacted] gave us regarding the health claims communicated to her by our Independent Representatives. We are currently pursuing disciplinary action with those individuals. We also regret that her request for a refund was not answered in a professional and timely manner, by both the Independent Representatives involved and our Customer Service Department.[redacted] should have received more careful attention when she called our Customer Service Department and we extend our sincere apology. We are actively addressing this issue with our Customer Service staff.Currently we have several initiatives underway to more deliberately train our field reps with regard to acceptable marketing practices and acceptable claims regarding the Yoli products. In no way do we support the way the products were claimed to have been presented to her. Though, by the Member Agreement, the individuals who sold her Yoli products are responsible for their actions, we accept ultimate responsibility.

[redacted],We are sorry to hear that you did not have a successful experience with our products.  Our return policy does state that all product packaging must be returned.  We have contacted your sponsor Maria who is going to contact you with additional information and the necessary packaging...

you need to send in order for us to refund remaining product. Best regards,Yoli

[redacted] signed up with our company in June as a preferred customer.  One of the requirements of being a preferred customer is to be on autoship where products are generated and shipped out automatically.  Changes to the autoship order must be made 24-48 hours BEFORE the autoship date for...

us to catch the order.  [redacted] agreed to the terms and conditions online regarding this requirement and did not contact us until the day of the autoship which is after it had already processed.  [redacted] has also had other autoship orders processed, so the autoship order shipped on December 3rd was not the first one processed on her account.  Once an autoship has been processed we are unable to stop the orders and customers can either receive the package and choose to send it back, or as a courtesy we offer to contact UPS to have the package re-routed.  There is a fee involved with this as UPS charges us to return the package.   Our return policy states that we will refund product for preferred customers either used or unused, but shipping both ways is non-refundable.  [redacted]'s order, when returned, will be refunded for product and taxes, but shipping will not be refunded.

Complaint: [redacted]
I am rejecting this response because:  My Autoship was scheduled for 12/22.  This isn't the first time I have had an issue with it.  The company's products are great, but their service and process truly hurt the end consumer.  At this point, all I want is my negative review of their company posted in plain site as it isn't worth the effort I have to put in to fight this.
Sincerely,
[redacted]

In order to purchase products at the wholesale cost from our company a customer needs to be on an autoship program.  [redacted]'s autoship was scheduled to process on December 13th.  This date was set up online by the customer.  Changes to autoship orders need to be made 48 hours in...

advance of that date.  Unfortunately [redacted] did not call in until December 14th after the order had already been processed and packaged.  At that point we are unable to stop an order but can request a re-route through UPS which does have an additional fee.  Customer chose not to re-route the order.  Order was delivered on December 21st.  UPS tracking #[redacted].  We will happily issue a refund for cost of products once the order has been returned to us under the return policy which customer agreed to at his initial sign up.