Supplementwarehouse.com Inc.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
So we are clear I made numerous attempts to contact this merchant via telephone. Each time I was placed in a continuous loop with no way to circumvent this annoying situation. I was finally subjected to communicating just through email with no clear outcome other than a repeated and general message. They speak of a high call volume but numerous complaints all over the web state that they could never get through to rectify there issue. I refuse to believe they encounter these call volumes all day long. They state that they are taking actions to improve their customer service. If one is to do their due diligence you will find that this has been the major complaint by consumers for years. I was never communicated to inform me of any shipping issues, problems or back orders. I was actually contacted by their "help desk" via email on 3/20/16 after voicing a complaint and inquiry whereby they stated - "We've checked into the status of your order and do not see any unanticipated delays at this time. If you did not receive a tracking number you should shortly". I never received any tracking information or communication from them. I was never contacted by any manager offering any personal apology or explanation as they stated to you. In addition, I never received any coupon code or samples has they also stated. This is a company which continues to operate preying on consumers. They cash their payments immediately without any product delivery or proper follow-up. They should be held accountable for their actions and fined by the state for scrupulous and shady business activity. I can easily document many customer posts from all over the nation indicating the same frustration and shady business tactics practiced by this so-called company. Something needs to be done to prevent companies like this from operating and preying on consumers on a daily basis.     
Regards,
[redacted]

Order # 98958786 Refunded amount of $24.24 online. Transaction ID: "8830658827". This customers order is not considered closed/complete within our system.

We apologize for the unsatisfactory experience of this customer. Part of this customers order was delayed, but still was shipped within our policy allowances. We do show that this customer's order has been completely fulfilled at this time. The initial order was placed on 4/20/16 and the first part...

was sent out on 4/22/16 and the back-ordered portion was shipped on the 10th business day, 5/3/16. Most orders do ship within the allotted 10 business days. Typically when an order has not shipped on the 5th business day, we will email the customer communicating to them that the order has been delayed due to either a manufacture back-order, distributor back-order, overwhelming consumer response to a promotion, and sometimes even weather can cause delays. We are taking actions to ensure that no order misses this 5th day email communication as we understand the key to the customers experience is communication; this customer was emailed on the 2nd business day in regards to a partial back-order.We too are not satisfied with consumers not receiving a prompt followup through our helpdesk email. We have hired additional employees in our Customer Service department to help with our incoming calls and helpdesk emails in efforts to improve our communication to the customer and to be able to provide better service. One of our managers will be reaching out to this customer shortly to offer a personal apology, a coupon code and will be sending them a package of samples and freebies as a token of our apology. Again, I offer my sincerest apologizes to this customer on behalf of SupplementWarehouse.comBest Regards,[redacted]

This customers order was already refunded, and is considered complete/closed within our system. We urge the customer to contact their bank or credit card company for further information and confirmation if needed. Refunded amount of $21.97 online. Transaction ID: "[redacted]".  Thank you.

We apologize for the unsatisfactory experience of this customer. This customers order was delayed beyond our policy allowances. We believe that this is unacceptable and we are taking actions to ensure this does not happen again in the future.The customer’s order (Order #[redacted]) has since been...

shipped and we show the status as Delivered / Closed. The package left our facility on 3/22 and shows as delivered to the address provided on 3/25. Most orders do ship within the allotted 10 days. This customer’s previous order did ship within that time frame. We show order #[redacted], placed on 1/4/16 and shipped out of our facility 1/9/16. Typically when an order has not shipped on the 5th business day, we will email the customer communicating to them that the order has been delayed due to either a manufacture back-order, distributor back-order, overwhelming consumer response to a promotion, and sometimes even weather can cause delays. We are taking actions to ensure that no order misses this 5th day email communication as we understand the key to the customers experience is communication.We too are not satisfied with consumers being unable to get through due to the high call volume that we are experiencing at this time. We have hired additional employees in our Customer Service department to help with our incoming calls and help desk emails in efforts to improve our communication to the customer and to be able to provide better service. Please note though that our customer support team is answering phones during the times of 9am and 5pm CST as stated on our policies page and contact us page. We are not set up to accept calls at 4am at this point in time, though 24-7 customer support is a long term goal (http://www.supplementwarehouse.com/contact.asp) We have made a few changes to the prompt system to hopefully eliminate any confusion. We do have two retail locations that we encourage customers to contact if they are experiencing issues online and cannot get through on either of the lines provided, 1-800-545-8012 or 414-777-0728. Contact information for the store is listed on our contact us page ((http://www.supplementwarehouse.com/contact.asp)One of our managers will be reaching out to this customer shortly to offer a personal apology, a coupon code and will be sending them a package of samples and free-bees as a token of our apology.Again, I offer my sincerest apologizes to this customer on behalf of SupplementWarehouse.comBest Regards, [redacted]

We apologize for the unsatisfactory experience of this customer. Part of this customers order was delayed beyond our policy allowances and ultimately has been cancelled and a partial refund has been issued (as of 9/7). We believe that this is unacceptable and we are taking actions to ensure this...

does not happen again in the future. Most orders do ship within the allotted 10 business days. Typically when an order has not shipped on the 5th business day, we will email the customer communicating to them that the order has been delayed due to either a manufacture back-order, distributor back-order, overwhelming consumer response to a promotion, and sometimes even weather can cause delays. We are taking actions to ensure that no order misses this 5th day email communication as we understand the key to the customers experience is communication; this customer was emailed on 8/25 in regards to a partial back-order. We too are not satisfied with consumers being unable to get through due to the high call volume that we are experiencing at this time. We have hired additional employees in our Customer Service department to help with our incoming calls and help desk emails in efforts to improve our communication to the customer and to be able to provide better service. One of our managers will be reaching out to this customer shortly to offer a personal apology, a coupon code and will be sending them a package of samples and freebies as a token of our apology. Again, I offer my sincerest apologizes to this customer on behalf of SupplementWarehouse.comBest Regards, [redacted]

We apologize for the unsatisfactory experience of this customer. This customers order is within our policy allowances but ultimately has been cancelled and a full refund has been issued (as of 9/28) per the customers request. We believe that this is unacceptable and we are taking actions to ensure...

this does not happen again in the future.Most orders do ship within the allotted 10 business days. Typically when an order has not shipped on the 5th business day, we will email the customer communicating to them that the order has been delayed due to either a manufacture back-order, distributor back-order, overwhelming consumer response to a promotion, and sometimes even weather can cause delays. We are taking actions to ensure that no order misses this 5th day email communication as we understand the key to the customers experience is communication.We too are not satisfied with consumers being unable to get through due to the high call volume that we are experiencing at this time due to our move. We have hired additional employees in our Customer Service department to help with our incoming calls and help desk emails in efforts to improve our communication to the customer and to be able to provide better service. One of our managers will be reaching out to this customer shortly to offer a personal apology, a coupon code and will be sending them a package of samples and freebies as a token of our apology. Again, I offer my sincerest apologizes to this customer on behalf of SupplementWarehouse.com

We apologize for the unsatisfactory experience of this customer. This customers order was delayed beyond our policy allowances and ultimately has been cancelled and a full refund has been issued, per this customers request. We believe that this is unacceptable and we are taking actions to ensure...

this does not happen again in the future. (Please note the refund can take up to 6 business days to appear on the customers account depending on their banks policies)Most orders do ship within the allotted 10 business days. Typically when an order has not shipped on the 5th business day, we will email the customer communicating to them that the order has been delayed due to either a manufacture back-order, distributor back-order, overwhelming consumer response to a promotion, and sometimes even weather can cause delays. We are taking actions to ensure that no order misses this 5th day email communication as we understand the key to the customers experience is communication.We too are not satisfied with consumers being unable to get through due to the high call volume that we are experiencing at this time. We have hired additional employees in our Customer Service department to help with our incoming calls and help desk emails in efforts to improve our communication to the customer and to be able to provide better service. One of our managers will be reaching out to this customer shortly to offer a personal apology, a coupon code and will be sending them a package of samples and freebies as a token of our apology. Again, I offer my sincerest apologizes to this customer on behalf of SupplementWarehouse.comBest Regards, [redacted]

We apologize for the unsatisfactory experience of this customer. This customers order was delayed beyond our policy allowances and ultimately has been cancelled and a full refund has been issued. We believe that this is unacceptable and we are taking actions to ensure this does not happen again in...

the future. Refunded amount of $52.61 online. Transaction ID: "[redacted]".Most orders do ship within the allotted 10 business days. Typically when an order has not shipped on the 5th business day, we will email the customer communicating to them that the order has been delayed due to either a manufacture back-order, distributor back-order, overwhelming consumer response to a promotion, and sometimes even weather can cause delays. We are taking actions to ensure that no order misses this 5th day email communication as we understand the key to the customers experience is communication.Again, I offer my sincerest apologizes to this customer on behalf of SupplementWarehouse.com

[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 is satisfactory to me.  However, it seems by other complaints/reviews that this business does not seem to have made any real changes to prevent similar problems.  
Regards,
Hyun [redacted]

We apologize, however, we do not have any record of this person placing an order with us, based off of the name and email address provided. We unfortunatly cannot assist this person further, unless they have a valid order number. Thank you, SupplementWarehouse.com

We apologize for the unsatisfactory experience of this customer. This customers order was delayed beyond our policy allowances and per this customers request, it has ultimately been cancelled and a full refund has been issued. We believe that this is unacceptable and we are taking actions to ensure...

this does not happen again in the future. Refunded amount of $87.57 online. Transaction ID: "[redacted]".Most orders do ship within the allotted 10 business days. Typically when an order has not shipped on the 5th business day, we will email the customer communicating to them that the order has been delayed due to either a manufacture back-order, distributor back-order, overwhelming consumer response to a promotion, and sometimes even weather can cause delays. We are taking actions to ensure that no order misses this 5th day email communication as we understand the key to the customers experience is communication.Again, I offer my sincerest apologizes to this customer on behalf of SupplementWarehouse.com

We apologize for the unsatisfactory experience of this customer. This customers order was shipped within our policy allowances, however the customer chose to do a return of the product, and it was shipped back to us. We have verified that a refund was successfully issued for the returned product in...

question, and we have notified the customer to contact their bank or credit card company directly to follow up. Here is a copy of the refund information that was also emailed directly to this customer: Date/Time: 16-Mar-2016 Transaction ID: [redacted] Reference Transaction ID: [redacted] Transaction Status: Refund Total USD ($54.99) Payment Method: Visa XXXX[redacted] An additional refund of $10.02 (total shipping charge) was issued as of today, 5/11/16 for any further inconvenience; normally shipping charges are not refunded for returns, as per our posted policies for returns. This can take up to 6 business days to appear on the customers account. Again, we urge this customer to contact their bank or credit card company to follow up, as we have issued the refund and are no longer holding any funds.One of our managers will be reaching out to this customer shortly to offer a personal apology, a coupon code and will be sending them a package of samples and freebies as a token of our apology. Again, I offer my sincerest apologizes to this customer on behalf of SupplementWarehouse.comBest Regards, [redacted]

We apologize for the unsatisfactory experience of this customer. This customers order was delayed beyond our policy allowances and ultimately has been cancelled and a full refund has been issued (as of 12/28). We believe that this is unacceptable and we are taking actions to ensure this does not...

happen again in the future.Most orders do ship within the allotted 10 business days. Typically when an order has not shipped on the 5th business day, we will email the customer communicating to them that the order has been delayed due to either a manufacture back-order, distributor back-order, overwhelming consumer response to a promotion, and sometimes even weather can cause delays. We are taking actions to ensure that no order misses this 5th day email communication as we understand the key to the customers experience is communication.We too are not satisfied with consumers being unable to get through due to the high call volume that we are experiencing at this time due to the holidays. We have hired additional employees in our Customer Service department to help with our incoming calls and help desk emails in efforts to improve our communication to the customer and to be able to provide better service. One of our managers will be reaching out to this customer shortly to offer a personal apology, a coupon code and will be sending them a care package as a token of our apology. Again, I offer my sincerest apologizes to this customer on behalf of SupplementWarehouse.com

Revdex.com:
I have...

reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.] i have also attached the transaction from my bank!  My bank has refunded me the money!  This company takes money then refuses to give the products ordered!  This company is crooks!
Regards,
Sonja [redacted]

We apologize for any confusion with this customers order, however, the credit memo/refund was already issued for this customers order back on 7/05/16. We have already notified this customer of this, and we urge them, again, to try and contact their bank or credit card company if they claim to have...

not received the funds. Refunded amount of $51.64 online. Transaction ID: "[redacted]". This customers order is considered closed/complete within our system. Thank you, [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 is satisfactory to me. 
Regards,
[redacted]

We apologize for the unsatisfactory experience of this customer, and any lack of communication this customer received. Part of this customers order was delayed beyond our policy allowances and we believe that this is unacceptable. We are taking actions to ensure this does not happen again in the...

future. We do show that this customer's order has been completely fulfilled at this time. The initial order was placed on 6/25/16 and partially shipped out on 6/28/16, and the back-ordered portion was shipped on 7/21/16 however the tracking shows as lost in transit. We were not aware of this issue until now; we have issued a refund for the missing product(s), and partial shipping - a refund of $48.19. Most orders do ship within the allotted 10 business days. Typically when an order has not shipped on the 5th business day, we will email the customer communicating to them that the order has been delayed due to either a manufacture back-order, distributor back-order, overwhelming consumer response to a promotion, and sometimes even weather can cause delays. We are taking actions to ensure that no order misses this 5th day email communication as we understand the key to the customers experience is communication. We too are not satisfied with consumers not receiving a prompt call back/email when they are promised followup. We have hired additional employees in our Customer Service department to help with our incoming calls and help desk emails in efforts to improve our communication to the customer and to be able to provide better service. One of our managers will be reaching out to this customer shortly to offer a personal apology, a coupon code and will be sending them a package of samples and freebies as a token of our apology. Again, I offer my sincerest apologizes to this customer on behalf of SupplementWarehouse.comBest Regards, [redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
I do not even know what item is on back order so how can I chose a replacement. I don't know where I would even make the request. I did call to try and find out and make a request about a month ago but was on hold for over an hou. I then emailed them and asked them to call me asap so that I could talk to someone about this. No one ever attempted to call me. Also if I do cancel the order I would need to talk to someone because I do not have that debit card anymore. 
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 is satisfactory to me as long as I receive my refund as promised. If there are any issues I will notify you.  
Regards,
[redacted]