Plexus Worldwide

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. Plexus Worldwide Preferred Customers are now able to visit...

[redacted] 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 [redacted] by first registering and then logging in to the preferred customer account. The complainant’s preferred customer account has been closed. The monthly auto shipment has been canceled. The complainant contacted our customer service department by email on 1/28/2016 to request that future monthly auto shipments be canceled. Any orders that processed after this date will be refunded in full. The complainant’s order [redacted] dated 1/28/2016 will be refunded, $129.00. The complainant’s order [redacted] dated 2/28/2016 will be refunded, $129.00. Please allow 5-7 business days for this to be processed and these funds to reflect back into the complainant’s bank account. It is not necessary to return the orders at this time. We apologize for the delay. Please let me know if you need anything further.

I replied to the complaint earlier today and stated that I had reached out to the person who signed up [redacted] and was waiting for a reply. I received a reply and she states they did discuss the return policy but incorrect information was given to [redacted]. Attached is the conversation between [redacted] and the person who signed her up, [redacted], which shows an offer of a refund was given to [redacted] but she declined it. [redacted] feels that Plexus misrepresented the return policy and should be the one to issue the refund. Plexus did not misrepresent the return policy in any way and post all of our return policies on our website and the Policy & Procedure she had to agree to at the time of sign up. We see both [redacted] and [redacted] being at fault with this situation. [redacted] agreed to the Policy & Procedure without reading it and [redacted] gave [redacted] wrong information about the return policy.
 
Because our distributor gave incorrect information we would be more than happy to issue refund for the product [redacted] purchased. We will not need the unused product to be returned to us to process the refund and have issued refund in the amount of $239.06. We do not issue refund for shipping.
 
Should you have any other questions and/or concerns please feel free to contact me again.
 
Thank you,
[redacted]
Director of Corporate Compliance
Plexus Worldwide, Inc.

We value our customers and thank you for the opportunity to address this complaint. Upon review of the account stated the following was found.
The customer called in on May 20, 2014 to postpone her automatic shipment until June 14, 2014.
On June 24, 2014 the...

customer called back in and thought that she had canceled her shipment and was not expecting it to be sent.
Our representative explained that she had only postponed the shipment with her last phone call and advised her of the steps to returning the order for a refund. A refund was given on the order.
The customer requested to cancel the future automatic shipments however, changed her mind when informed that she would lose her Preferred Customer status if she did not have an automatic shipment in place.
In lieu of canceling the customer decided to postpone the shipment on more time. The shipment at this point was scheduled to come out on July 24,2014.
On July 21, 2014 the customer emailed in to have her shipment postponed once again. Our representative informed her it was already canceled. Unfortunately, this was not the case. The order did ship as scheduled.
The order has been refunded in full, including the shipping and processing, there is no need for the customer to return the products she may keep them with our sincere apologies for any inconvenience this situation may have caused. 
If any further assistance is needed we may be contacted at ###-###-#### or**@[redacted].com.
Thank you.

Revdex.com:
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,
Gail G[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 delays in our customer service. We apologize for the delay.
The complainant’s retail customer account has been closed.
Retail Customer Return Policy
If you are unsatisfied with a product purchased from Plexus, you have up to 60 days from receipt of the product to contact Customer Service for a return authorization. You will need to return any unused product along with its original packaging to Plexus prior to a refund being issued for your product purchase, less shipping & handling. If you have purchased directly from a Plexus Ambassador, please contact that individual for a direct refund. You will need to return any unused product along with its original packaging to the Plexus Ambassador whom you purchased the product from.  See more at: [redacted]
The complainant’s order [redacted] dated 1/26/2016 will be refunded, $150.03.
Please allow 5-7 business days for this refund to be processed funds to reflect back into the complainant’s bank account.
It is not necessary to return this order or original packaging at this time.
Please let me know if you need anything further.

To whom it may concern;Thank you for the opportunity to respond to this complaint.I have reviewed the complainant’s account with our company. I
have found that our Customer Service Representatives correctly assisted the
complainant in accordance with our policies.The complainant...

created a preferred customer account and
placed an order on 11/2/2015. On 11/3/2015 the complainant contacted our
customer service to cancel the order. Our customer service advised the
complainant how to return the order. The complainant’s order [redacted] and $189.95 charge have
now been canceled.The complainant’s account has been closed. 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.Thank you for your patience. Plexus Worldwide has recently
changed all computer systems over to new computer systems and this has caused some unexpected delays. The complainant’s account has been...

reviewed and closed.  The complainant’s
order [redacted] dated 11/20/2015 has been refunded, $149.75.  Please allow 5-7 business days for refunds to
reflect into the complainant’s bank account. It is not necessary to return this
order. We apologize for the delay in our response. 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 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 3/7/2016. 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 2/17/2016 has been refunded, $144.00. 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.

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’s order [redacted] dated 12/11/2015 has been refunded, $145.07.
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 submit a second response to this complaint. We have provided documentation of our claim that the complainant’s $85.05 charge on 12/26/2016 was voided and cannot be refunded as we do not hold the funds to refund. The complainant claims their “account page clearly shows paid for this order, not voided.” If the complainant could please provide this documentation. 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 complainant’s order...

[redacted] dated 9/20/2015 has been
refunded an additional $88.70. Please allow 5-7 business days for these funds
to reflect back into the complainant’s bank account. 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.

To whom it may concern; The complainants refund request was submitted on 9/28, for $108.59. We have since refunded the shipping cost of $5.57 as of 10/5/2016. The complainant will receive a total refund of $114.16. While our Customer Service agents are aware that the standard time frame for a...

refund is 3-5 business days, they are informed that it can take up to 30 days depending on the banking institution.  Once Plexus has refunded an item, we unfortunately are unable to provide an exact time frame for when a banking institution will place those funds bank into an individual’s account. Since we’re are unable to determine how long an individual bank will take to deposit those funds our customer service agents often over estimate as a precaution. This overestimation should have been explained to the complainant during the conversation with our customer service team. We apologize for any confusion or concerns that results in the initial explanation.   Please let me know if we can assist you any 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.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 1[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.Sorry I do not have the account number.  My fiance ordered this through a person through facebook.  The name,email and number on file would be J[redacted].  Thank you for the help. 
[redacted]
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.Plexus stated that my request was processed on 04/09/15 and a refund was issued, but the money still HAS NOT been put back into my account.
Regards,
[redacted]

To Whom it May Concern,Thank you for the opportunity to respond to this complaint.I have reviewed the complainants account with us and have discovered that we have resent a link for the complainant to fill out a new cancellation form.This is due to the information on the original form not matching...

the information on file. In order to verify identity of the person attempting to cancel theirbusiness with us the information on the form must match the information on file. The complainants ambassador account with us can be cancelled as soonas we have received this form with the correct information. The $34.95 annual fee has been refunded however, the account still remains active.If you should need any further assistance please let me know.Thank you.

Thank you for the opportunity to respond to and resolve this complaint.  Order # [redacted] has been refunded to the [redacted] card used on the original charge in the amount of $121.10.  Our apologies for the frustration and confusion during this process.  Please let me know if we can do...

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 under gone a computer systems update. Unfortunately this has caused some delays. Plexus Worldwide Preferred Customers are now able to visit...

[redacted] 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 [redacted] by first registering and then logging in to the preferred customer account. The complainant’s preferred customer account has been closed. The monthly auto shipment has been canceled. The complainant contacted our customer service department by email on 3/11/2016 to request that future monthly auto shipments be canceled. Any orders that processed after this date will be refunded in full. The complainant’s order [redacted] dated 4/6/2016 will be refunded, $119.63. Please allow 5-7 business days for this to be processed and 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 submit a second response to this complaint. Please see the attached images. The complainant’s account has been closed. The complainant’s order [redacted] has been refunded today 3/1/2016 although please allow 5-7 business days for these funds to reflect back into the complainant’s bank. It is not necessary to return order [redacted]. Ambassador accounts are not able to be canceled over the phone. Ambassadors may access their back office at plexus.myvoffice.com, click communications, click library and then click on the link “ambassador cancellation form.” The completion of this link, https://plexus.formstack.com/forms/ambcancel electronic form is normally required to close an ambassador account. However as previously stated the complainants account has been closed due to this complaint’s request. Please let me know if you need anything further.

Revdex.com:
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,
[redacted]

[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 [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,
Candice T[redacted]