Plexus Worldwide

My recent experience with this company is lined out in the email below, that I sent today. Here is my experience with Plexus:

Hello,

I wanted to send an email to voice concerns that I have with the recent dealings I have had with your company, Plexus Worldwide.

I signed up as an Ambassador late September 2015, under my sister-in-law, who had raved about your products. I am someone who deals with allergies, joint pain, sugar cravings, etc. So Plexus seemed like a perfect fit for me to try out.

I received my products in about a week and liked them. I didn't see an immediate change, but over time, I started to feel the positive effects of the products. I was due for an auto-ship in October and received those products in a timely manner.

On November 22nd, I was charged for an auto-ship (over $120) for the Plexus trio pack. 2 weeks later, I still hadn't received my products, so I called Plexus. I was on the line for well over 45 minutes and hung up, as I as not able to stay on the phone any longer, due to my job.

On December 23rd, officially one month after I was charged or my auto-ship in November, I called Plexus again. I was on the phone for over an hour before someone picked up (Octavia, I believe?). I explained my situation and I was told "I can send a note to shipping, but I cannot give you a time that it will be shipped". I told your rep that this wasn't good enough. I was already over 3 weeks without any product and I was charged. You simply don't take someone's money without giving them product. This would be considered theft.

I asked for an email for a supervisor and I was put on hold for another 5 minutes. Another person got on the line. I AGAIN explained my situation and what I was told by the first person I had spoken with. I explained that as someone who is a professional in the service industry, there are so many things wrong with this situation, most of all, no one with Plexus has offered or TRIED to make this better for me. I explained that as an AMBASSADOR for Plexus, I'm supposed to be telling people how great the company and the products are and getting them to buy into it. How am I supposed to be a cheerleader for the company, when I'm treated so poorly?! I refuse to talk positively about the company, when I can't even get product, myself. How would that look for me, when it happens to someone else?

I told her that they needed to make this right. I told her that with me waiting, now, over a month for my product and being without product (which is encouraged to take DAILY), I would expect to be compensated in some way. I had suggested that since I was going on 3 weeks without product and with no shipping promise in site, the right thing to do would be to send me a free months worth of the Tri-Plex (which is what I had been taking), as well as, get me the product that I had already paid for, ASAP!

This person downright refused. Instead, she offered a free 7-day trial. WHAT?! I wait for over 30 days without product that I've paid for AND go 3 weeks (now over 4 weeks) without product and you want to offer me 7-days? What a joke!

As I type this email, on Wednesday, December 30th, 2015, I am now on day 39 after I was charged for my products in November, without any products in hand. If this is how you conduct business, this is very sad and not simply right. The Revdex.com will be receiving a review and copy of this very email. I have a few loved ones that are customers and ambassadors of yours. I certainly hope that you treat them better that I have been treated. If you feel the need to make this situation right for someone that would have been both a loyal customer and ambassador, you can reach me via phone or email (below).

Thank you,

[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.]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.  I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.  I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

April E[redacted]

While I am satisfied with the rapid response after filing the Revdex.com complaint;  waiting an additional 5-7 business days (~10 days) to refund my money seems excessive, particularly since it required a Revdex.com complaint to resolve.  The company has had my money in their account for 23 days.  If they treat 100 people as they have me with the same amount in dispute, that's  in excess of 13 thousand the company is earning interest on while customers wait.  I will be satisfied when my refund is deposited into my account.  It took no time for the accounts to be debited, it is only fair they be refunded promptly.

To whom it may concern;
Thank you for the opportunity to respond to this complaint.

8pt;">Please see the attached.
If you should need anything further please let us know.

To whom it may concern;
Thank you for the opportunity to respond to this...

complaint. After a review of the complainant’s information we were able to determine that the complainant had agreed to the Ambassador Refund policy when they created their Plexus Ambassadorship on 2/4/2016.
Plexus Worldwide’s return policies can also be viewed at [redacted]. Also please see the attached.
Per the Plexus refund policy:
Ambassadors may return product for a full refund upon notifying Plexus Customer Service within 5 days of receipt of their product purchase and upon receiving authorization. Product must be returned in resalable condition. A refund for the purchase price will only be made after the product has been returned and verified to be in satisfactory condition.
The complainant had placed an order for the Plexus Accelerator+ on 6/16/2016 (Please see attachment.)
Unfortunately they did not contact Plexus until 8/11/2016.
Since this refund request was outside of the allotted timeframe provided by Plexus Worldwide the complainant's request was denied.
Plexus Worldwide takes all product concerns very seriously. The Plexus Quality team was established to document and evaluate all health concerns associated with our products.
If the complainant can provide sufficient documentation to substantiation their medical claims Plexus would be happy to reevaluate the refund decision.
Until the complainant provides documentation to substantiate their health claims Plexus Worldwide has decided that it is in the best interest of all parties to end our contractual agreement with the complainant.  
Please let me know if you need anything further.

To whom it may concern;Thank you for the opportunity to respond to this complaint.Thank you for your patience. Plexus Worldwide has recently

changed all computer systems over to new computer systems and this has caused

some delays. I have reviewed the complainant’s account. The...

complaint’s account has been canceled. Please let me know if you need anything further.

To whom it may concern;
Thank you for the opportunity to respond to this...

complaint. Thank you for your patience. Plexus Worldwide has recently changed all computer systems over to new computer systems and this has caused some delays.
The complainant’s account has been closed. The monthly auto shipment has been canceled.
The complainant’s order [redacted] dated 12/18/2015 was shipped with the tracking number [redacted] and delivered 12/22/2016.
In the interested of resolving this complaint the complainant’s order [redacted] dated 12/18/2015 has been refunded, $114.00.
The complainant submitted their request to cancel their ambassador account on 1/7/2016.
The complainant’s order [redacted] dated 1/18/2016 has been refunded, $114.00.
Please allow 5-7 business days for these funds to reflect back into the complainant’s bank.
It is not necessary to return these orders at this time.
We apologize for the delay.
Please let me know if you need anything further.

To whom it may concern;
Thank you for the opportunity to respond to this...

complaint. Thank you for your patience. Plexus Worldwide has recently changed all computer systems over to new computer systems and this has caused some delays.
The complainant’s account has been closed. The monthly auto shipment has been canceled.
Plexus Worldwide Preferred Customers are now able to visit plexus.myvoffice.com to register their preferred customer accounts and log in to manage their own auto shipments. Canceling and making adjustments to preferred customers monthly auto shipment orders can be done online at plexus.myvoffice.com by first registering and then logging in to the preferred customer account.
The complainant contacted our customer service department by email on 12/14/2015 to request that future monthly auto shipments be canceled and the pervious order be canceled.
The complainant’s order [redacted] dated 12/7/2015 has been refunded, $104.84.
Please allow 5-7 business days for these funds to reflect back into the complainant’s bank account.
It is not necessary to return the order at this time. We apologize for the delay.
Please let me know if you need anything further.

To whom it may concern;Thank you for the opportunity to respond to this complaint.Thank you for your patience during our new computer systems

change over. I have reviewed the complainant’s account. The complainant’s order [redacted] has been refunded today.The complaint’s...

account and any future orders have been

canceled. If you should need anything further please let us know.

Thank you for the opportunity to provide an additional response to this complaint.  As previously stated, we are unable to honor Ms. [redacted]' request to be treated as a consumer, as she signed up to be a distributor, agreeing to all Policies and Procedures on 2/11/2014.  In regard to her complaint:

 

- The 60 Day Money Back Guarantee highlighted on our packaging is for Customers (as outlined in the Policies and Procedures)

- The Return and Refund policy is clearly stated in aforementioned Policies and Procedures

- Section 6, Article L, Line Item 3 pertains to the Ambassador Return Policy, Line Items 1 & 2 pertain to the Customer Return Policy, where the 60 Day Money Back Guarantee applies

Upon further review of her account, I do see that she never put a stop to her automatic monthly order (something she chose upon sign up), the most recent order processed on 3/27/2014.  I have refunded this order (as if falls within policy) and turned off her automatic monthly order.  Again, if Ms. [redacted] wishes to cancel her Distributorship, please have her contact Ambassador Relations at [redacted] or email [redacted] to request a cancellation form.

To whom it may concern;
Thank you for the opportunity to respond to this...

complaint. Thank you for your patience. Plexus Worldwide has recently changed all computer systems over to new computer systems and this has caused some delays.
The complainant’s account has been closed. The monthly auto shipment has been canceled.
Plexus Worldwide Preferred Customers are now able to visit plexus.myvoffice.com to register their preferred customer accounts and log in to manage their own auto shipments. Canceling and making adjustments to preferred customers monthly auto shipment orders can be done online at plexus.myvoffice.com by first registering and then logging in to the preferred customer account.
The complainant contacted our customer service department by email on 10/27/2015 to request that future monthly auto shipments be canceled.
The complainant’s order 8[redacted] dated 11/8/2015 has been refunded, $124.95.
The complainant’s order [redacted] dated 12/8/2015 has been refunded, $124.95.
Please allow 5-7 business days for these funds to reflect back into the complainant’s bank account.
It is not necessary to return the order at this time. We apologize for the delay.
Please let me know if you need anything further.

To whom it may concern;
Thank you for the opportunity to respond to this...

complaint. Thank you for your patience. Plexus Worldwide has recently changed all computer systems over to new computer systems and this has caused some delays.
The complainant’s order [redacted] dated 11/5/2015 has been refunded, $109.57.
Please allow 5-7 business days for these funds to reflect back into the complainant’s bank account.
We apologize for the delay.
Please let me know if you need anything further.

[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.]

I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution would be satisfactory to me.  I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

To whom it may concern;
Thank you for the opportunity to respond to this...

complaint. Thank you for your patience. Plexus Worldwide has recently under gone a computer systems update. Unfortunately this has caused some delays.
The complainant’s customer account has been closed.
The complainant’s order [redacted] dated 2/2/2016 has been refunded, $235.05.
Please allow 5-7 business days for these funds to reflect back into the complainant’s bank.
It is not necessary to return this order at this time.
We apologize for the delay.
Please let me know if you need anything further.

Thank you for allowing me to respond to this complaint. I have carefully reviewed the situation and have determined that we are already working to rectify this issue as of 7/30/2015.Our Compliance Department is currently working diligently to contact this independent...

distributor regarding the customer's refund. Our policy states that if the customer is unsatisfied with the product purchased directly from the Ambassador, they have up to 60 days to return that product to the Ambassador for a refund for the purchase price.We uphold our policies to the fullest extent possible. While we attempt to contact this Ambassador, we would like to ensure the customer that this is high priority. We strive to provide a satisfactory resolution for the customer as quickly as possible.

[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.]

I have reviewed the response made by the business in reference to complaint ID 11177671, and find that this resolution would be satisfactory to me.  I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

Becky K[redacted]

To whom it may concern;
Thank you for the opportunity to respond to this...

complaint. Thank you for your patience. Plexus Worldwide has recently under gone a computer systems update. Unfortunately this has caused some delays.
The complainant’s order [redacted] was assigned tracking number [redacted] however this has not showed any movement since 3/4/2016. The order will be reshipped with this same tracking number. This order will also be refunded in full per the complainant’s request.
The complainant’s order [redacted] dated 2/27/2016 has been refunded, $88.80.
Please allow 5-7 business days for these funds to reflect back into the complainant’s bank.
We apologize for the delay.
Please let me know if you need anything further.

My wife has several health issues and a friend tried to get her on Plexus Slim for several months. I finally researched every ingredient in every product they sold, and when they all checked out, I told my wife she could at least try it, there's a 60-day guarantee after all. After 2 days on Plexus Slim, I got home from work and she was up cooking dinner. This sounds normal, but it's not for us. For 2 years, she has worked mornings and crashes in bed until the next day. She's had virtually no energy. 2 days into Plexus, she lasted until 10pm, going all day long! That was 7 weeks ago and she has only gotten better and better! It's been such a stark contrast that several of her friends have gotten on Plexus products and are seeing remarkable results as well, as have I. Thank you Plexus! It has literally changed our life!

To whom it may concern; Thank you for the opportunity to respond to this complaint. Thank you for your patience. Plexus Worldwide has recently changed all computer systems over to new computer systems and this has caused some delays. The complainant’s account has been closed...

per the request. The complainant’s order [redacted] dated 10/29/2015 has been refunded, $116.35, which is the cost of the product. We do not refund the shipping charge of $4.05, per policy, as the product was shipped. Please allow 3-7 business days for these funds to reflect back into the complainant’s bank account. It is not necessary to return the order at this time. We apologize for the delay. Please let me know if you need anything further.