Plexus Worldwide

Hello,The information regarding when the credit card is charged has been attached as a PNG file. This was from an automated email generated when the order was placed. A refund has not yet shown up on my bank statement but I have received the product.Generally I purchase from Amazon because it is cheaper. However, a local rep provided me with a code to use which should have brought the price down. The price was reduced - until the purchase actually went through. Once it had, it showed the full price. That was when I noted the statement from Plexus which stated, "The card was not charged until the product ships." Based on that statement I attempted to cancel. When I was told I could not despite the product not shipping yet is when I initiated a complaint.I have received the product but I do not intend on bothering to return it. I will pay for the product if the company wishes, however I do not believe that I should because it should have never been sent to me - I attempted to cancel it /before/ it shipped. As stated, my card should not have been charged prior to it shipping. Again, my card does not yet reflect any sort of refund.

Joined Plexus as an ambassador. Horrible customer experience when needing questions answered about my membership. Withdrew money from my account after I had cancelled my membership. It has been two months since filing my paperwork for them to have any and all of my information taken out of their system and they are still emailing me. I called to again question and report this and the answer I got was the compliance team is extremely busy and process items/requests in the order they receive them.

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] dated 3/15/2016 has been refunded, $107.84. Per our preferred customer return policy this is minus the original shipping charge of $4.05. Please see the attached. However it is not necessary to return this order or original packaging at this time.
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;
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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 11/2/2015 has been refunded, $135.89.
The complainant’s order [redacted] dated 12/2/2015 has been refunded, $135.89.
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 under gone a computer systems update. Unfortunately this has caused delays in our customer service. We apologize for these delays.
The complainant’s preferred customer account has been closed.
Unfortunately we were not able to locate any of the email requests the complainant mentioned to have their order [redacted]9 placed 4/15/2016 canceled. Without this dated documentation submitted by the complainant we are only able to refund the requested order within our preferred customer return policy.
Preferred Customer Return Policy
If you are unsatisfied with a product purchased from Plexus, you have between 15 — 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. You may request a refund or cancel your auto-order 15 days after receiving your initial order. - See more at: http://plexusworldwide.com/products/guarantee
The complainant’s order [redacted] dated 4/15/2016 will be refunded, $84.99.
Please allow 5-7 business days for these refunds 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.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 customer account has been reviewed...

and
canceled. The complainant’s 11/24/2015 order 80590826 will be refunded
$154.90. Please allow 5-7 business days for these funds to reflect into the
complainant’s bank account. Please keep the upcoming holiday in mind and that
banks will not be open again until 11/30/2015. It is not necessary to return
the order. We apologize for the delay in our response. 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 11181980, 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.

To whom it may concern; Thank you for the opportunity to respond to this compliant. Plexus Worldwide is dedicated to getting all orders shipped within a reasonable timeframe. While the typical time frame for orders being shipped is 24-72 business hours, we are unable to make any...

guarantees. Although there is a variety of reasons that could be associated with a delay in the packaging and shipping of orders, delays are typically related to high sales volumes. In the case of a delays if there is no activity on an order after 5 business days a reship will be processed. After reviewing the information provided by the complainant we can confirm that this issue has been resolved. A refund for $179.12 was issued on 1/30/2017 for the complainants on 1/22 order. ( Please be aware refunds typically take 3-5 days to process back to the original payment method)In addition to the refunded order we have also confirmed that a new order was placed on 1/30, and set for pick up at one of our Will Call locations. Please let me know if I can assist further.

To whom it may concern; Thank you for the opportunity to submit a second response to this complaint. The complainant’s order [redacted] was placed 3/5/2016. This order’s shipping label was created 3/7/2016 as the pervious tracking screen shot showed. The package was updated in transit to the destination on 3/8/2016. We apologize for the delay. Per the complainant’s request the shipping charge of $4.05 has been refunded. Please allow 5-7 business days for these refunds to reflect back into the complainant’s account. Please let me know if you need anything further.

To whom it may concern;
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complaint. After a review of the complainant’s refund request I was able to determine that the original request attempted to process on 6/28/2016 (please see attachment), but further review confirmed that this attempt had failed.
Plexus Worldwide has recently under gone a computer systems update. Unfortunately this has caused delays in our customer service.
At this time I am able to confirm that the complainant’s refund has been processed successfully as of 7/13/2016 in the amount of $109.95.
Additionally as a sign of good faith on Plexus has refunded the complainants shipping costs in the amount of $6.25 on 7/15/2016.
Please allow 5-7 business days for these refunds to reflect back into the complainant’s bank account.  Please also be aware that these refunds may be displayed separately as the refunds were issued individually.
We apologize for the delay and thank you for your patience.
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 have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
Thank you for the timely response, but I am not satisfied with the answer that was given.  Even though it's in the terms, I strongly feel I should be given a refund for a few reasons.  It took me awhile of reading and scrolling, but finally found where it states the 5day return policy for ambassadors at the very end of the very long section of the terms.  But everywhere else, such as their website and the packaging, it says in big and colorful writing 60days money back guarantee but does not say the 60 days does not apply to ambassadors.  I assume that due to this hard to find information in the terms, legally plexus does not have to refund my money.  But I hope that if plexus is truly an honest and reputable company, then they will take responsibility for their representative giving me false information.  I trusted their representative (that gets paid for selling their products).  I was reassured over and over that I can get my money back if I am not satisfied within 60 days.  I have all the screen shots as proof of the false information that I was given.  Like I stated previously,  I would have never signed up as an ambassador knowing I couldn't even try the product.  It seems absurd and doesn't make any sense to me that new customers can sign up as an ambassador without trying it first and only being able to return it if unopened.  I admit I accidentally failed to see and read the hard to find section on the 5day return policy for ambassadors, but due to their employee giving me false information, I am really hoping plexus will make an exception and will refund my money.  I also hope in the future plexus trains their representatives better and makes the 5day return policy for ambassadors easier to see and not so misleading on their website and packaging, so this doesn't happen to anyone else.  
Also, I only saw one invoice on the attachments plexus sent in their response . I actually had two. The first was for $158.24 on 05-08-14 and the second was for $80.37 on 05-22-14.  
Regards,
[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
changed all computer systems over to new computer systems and this has caused
some delays.The complainant’s account has been closed and the...

monthly
auto-shipment canceled. The complainant’s order [redacted] dated 10/21/2015 has been
refunded, $135.27. The complainant’s order [redacted] dated 11/21/2015 has been
refunded, $134.95.    Please
allow 5-7 business days for these funds to reflect back into the complainant’s
bank account. It is not necessary to return 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 under gone a computer systems update. Unfortunately this has caused some delays.
The complainant created an ambassador account 1/15/2016 with the purchase of a welcome pack. This welcome pack includes the signup fee of $34.95 and products discounted further than the ambassador pricing. Unfortunately I am not able to locate any substantiation of the complainant’s request to cancel their account or monthly auto shipment. The 60 day money back return policy is offered to Plexus Worldwide customers. This return policy does not apply to ambassador accounts. Please see the attached return policies.
However is the interest of resolving this complaint the complainant’s ambassador account has been closed and the monthly auto shipment canceled. The complaint’s orders will be refunded minus the original shipping charges per refund polices. The accounts original signup fee will not be refunded.  
The complainant’s order [redacted] dated 1/15/2016 has been refunded, $256.77.
The complainant’s order [redacted] dated 2/26/2016 has been refunded, $151.96.
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.
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 1/6/2016 to request that future monthly auto shipments be canceled. The complainant’s order [redacted] dated 1/11/2016 has been refunded, $47.08. The complainant’s order [redacted] dated 2/11/2016 has been refunded, $43.08. 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 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.
 
While reviewing the...

complainants account, I confirmed that the complainant was able to speak with our customer service team yesterday, 12/28, to resolve the matter described in the complaint. I have confirmed that a refund in the amount of $172.09 was submitted, and all future orders have been cancelled. 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.
Unfortunately I am not able to locate any email replies from the complainant’s provided email address, [redacted]. Please see the attached correspondence without reply.
However with this notification I was able to contact our refunds department and whom confirmed one of the owed $139.00 refunds did not processed correctly.
We apologize for the delay.
Please see the attached. This refund has been processed today. Please allow 5-7 business days for these funds to reflect back into the complainant’s bank.
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 8[redacted] dated 2/15/2016 has been refunded, $203.75.
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.

[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,
[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. Plexus Worldwide Ambassadors are now able to visit [redacted] to...

register their accounts and log in to manage their own auto shipments. Canceling and making adjustments to monthly auto shipment orders can be done online at [redacted] by first registering and then logging in to the account. The complainant’s Ambassador Account has been closed. The monthly auto shipment has been canceled. The complainant submitted our Ambassador Cancellation form on 10/29/2015. Any orders that processed after this date will be refunded in full. The complainant’s order [redacted] dated 11/26/2015 will be refunded, $119.85. The complainant’s order [redacted] dated 12/26/2015 will be refunded, $123.90. The complainant’s order [redacted] dated 3/26/2016 will be refunded, $123.90. Please allow 5-7 business days for these refunds to process and funds to reflect back into the complainant’s bank account. It is not necessary to return any further 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 unexpected delays. The complainant’s order [redacted] that failed to process...

on
11/7/2015 has been refunded $32.05 today. Please allow 3-5 business days for
these funds to reflect back into the complainant’s bank account. The order has
also been recreated on the complainant’s account with order [redacted] and no
further charges.  The complainant’s
account has also been closed.Please let me know if you need anything further.