Supplementwarehouse.com Inc.

This customers order is complete/closed within our system: Refunded amount of $52.78 online. Transaction ID: [redacted]

We apologize for any delay in the refund that was requested; the refund has been processed, and this customers account is now closed/complete within our system. Refunded amount of $40.90 online. Transaction ID: "[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. Please note the refunds were issued today, after receiving the customers request to cancel, and it can take up to 3-6 business days for the refund amount to appear on the customers account.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, Samantha

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.
I emailed the company at least twice regarding this order.  I ordered the promotional product, and I am not confused.  The company also seems to have at least a weeks delay in responding to any inquiries, even though they never responded to my last inquiry.   I asked about my missing product as soon as the wrong product arrived at my house.  The company refuses to believe that there could have been a glitch on their end. 
Regards,
[redacted]

This is my first and last time ever ordering from this company. I placed my order on April 7th. Today is May 1st, and I still haven't gotten my item. The site says to please allow up to 10 business days for shipping, so I was patient. But even not counting weekends, it's been way past 10 days. It's been almost a month. I've emailed, but I've gotten no response. My card was charged the minute I placed my order, but I haven't even gotten any emails to acknowledge the delay? That's how you treat your paying customers? Take their money, then leave them in the dark? I'll get it when I get it, right? Zero stars from me.

I order a vitamin product from this company via telephone customer service #800-545-8012. After waiting over the number of days the product was due to arrive, I called the online customer service number and got a voice mail that does not pick up. I called the corporate office number 414-777-0333 in Oak Creek, WI. Again, received a voicemail message with no pick up. I gave someone at their customer service number my credit card and now suspect fraud. Please investigate this company. I have reported them to the Revdex.com and also Consumer Affairs.

Review: On 2/26/2016 I ordered 2 products from Supplement Warehouse: Life Flo Pure Mango Butter and Life Flo Pure Cocoa Butter, but only the mango was shipped to me and I have yet to receive the cocoa. I thought at first that they were maybe being shipped separately, but the receipt I received with my order only mentions the mango. I have an email receipt I received as soon as I ordered them both verifying that I did in fact order both products. And my checkings account was charged for both. I tried calling the customer support service, tried both numbers. However, I was disappointed to find that I was listening to a pre-recorded message being played over and over again and not really, truly, actually being transferred to another number or asked to call back due to a high call volume. I sent an email complaint to their helpdesk 3 or 4 times--explaining how I would either like my order shipped to me or a full refund-- before they finally got around to contacting me a month later on 3/21/2016 to assure me that the cocoa had in fact been shipped. They told me that most of their orders ship within 48 hours however unexpected delays may occur due to sale surges, promotions, or time in transit between their warehouse and order fulfillment centers but that I could always track my order if I would like. It is now nearing two months since my initial order. And right now, as of 4/10/16 I have still yet to receive my order.Desired Settlement: I am at the point right now where I just want a refund--in full. That would amount to $8.82. I don't want the item. I don't want them to replace it. I just want my money back. I have been patient with them for long enough. But it's already been a month and a half. No business should take almost two months to ship a 9 oz. product that they charged $5.95 for in shipping costs anyways. It'd be nice if they would refund half of the $5.95 shipping since they only shipped one product....but what I'm asking for is my $8.82.

Business

Response:

We apologize for the unsatisfactory experience of this customer. We do show that this customer's order has been completely fulfilled on our end at this time. The initial order was sent out on 3/3/2016 and the back-ordered portion was shipped later that same day.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 3/2.

Made multiple emails after a few days they said they would look into order. Only to tell me 2 weeks later that it was on back order and who knows when it would ship. If you look at Facebook page other customers are having same issue. They are taking money and not sending product. That's called theft

I ordered muscle supplements from this company over three and a half weeks ago. Not only can I not get ahold of anyone but I keep getting emails saying that my product is on backorder. I had to file a dispute with my credit card company to be able to contact this company.

Review: I ordered supplements from this site and I have ordered from them in the past. 10 days had past by and no delivery came so I called them and they said they product I ordered they did not have in stock, but failed to inform me in the 10 days that they were out of the product until I called them. So I told them to cancel the order all together and refund my money and they said they will cancel my order and refund my money with 5 days, but will send me an email confirming the cancellation immediately m, but I never received the email. Since then I have been calling them and they will not answer any calls. This is not acceptable with me, they are theives.Desired Settlement: Need my refund and also let others know never to order from them as they are running a scam.

Business

Response:

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 4/13). We believe that this is unacceptable and we are taking actions to ensure this does not happen again in the future.

Review: I placed my order with this company on Tuesday March 8, 2016. I called customer service 6 days later as my money pulled immediatly out of my account but no movement on shipping, when I called I got an automated voice telling me lines are too busy and to email customer service, so I did. I got another auto response from my email from another non-human reminding me of the 10 days they give themselves to ship orders, it's in the policies so I waited untill day 10 which is today. Still no shipment and still no response to my email so I called them again to once again get an automated voice telling me to email as they are too busy to take incoming calls, so again I emailed them now. I am very flustered that no one has attempted to contact me, or to adhere to there ow policies and procedures which states shipment within 10 days. I have paid and I have now been patiently waiting for my purchased goods and it seems I am having to jump through hoops to get any answers so I have no other choice but to reach out to the Revdex.com for help.Desired Settlement: For them to send my order the quickest shipping that they have available to make up for lost time.

Business

Response:

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 3/23 and shows as delivered to the address provided on 3/29. Most orders do ship within the allotted 10 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 free-bees as a token of our apology. Again, I offer my sincerest apologizes to this customer on behalf of SupplementWarehouse.comBest Regards, [redacted]

I placed an order online, on December 18th, 2015, in which was responded by with conformation of the order very promptly. I was given an order number, did not receive another correspondence to my emails about tracking the package. I had sent approximately 9 emails with an attempt to resolve my question of shipping, to no avail. I placed at least 25 phone calls to 3 different phone numbers they have listed. Each time I have called, there has been "an unusually high amount of callers, and the cannot take my call at this time" which then the automated system then hung up the call.... I called (414) 777-0333 and FINALLY got through to someone, they looked up my order number and replied to me saying that due to the fact that I ordered online, via a mobile phone, I could not be helped by their customer service rep. I WAS a long time customer of Supplement Warehouse (since 2009) I have passed along all this information to the local gyms in my town, the clients I have while being a personal trainer, and the outcome is that we will no longer be using Supplement Warehouse, we will be using alternate means of purchasing products. I cannot speak for all, but I can guarantee I REFUSE to use this company ever again, nearly a month, and not a single ounce of assistance, not to mention I may be out $100 and never see it again. because this joke of a company cannot provide services correctly.

They claim to match a competitors price and lower it by 5%. They intentionally offer something "free" with every product in order to avoid doing so. I ordered a 5 lb tub of protein and comped the price because they weren't the cheapest. They were offering a "free" sample size of another product with the protein I was ordering. I was told they would not comp the price because of this product.

I didn't ask for the "free" product nor do I want it. The description of what I ordered matched the description from the site I comped the price from, apples for apples. I will NEVER refer them to anyone again! They run a shady business and do not have the "LOWEST ONLINE PRICES.....GUARANTEED" as it states at the top of their website!

Review: I placed an order and was charged $73 for products back on 4/20/16. The order was never sent, and no tracking info was ever provided on the website. I have contacted the company 3 times and am only told that they "will look into it." I never receive anything more specific than "the order may have been shipped."

I either want a vald tracking number, a replacement shipment with a valid tracking number, or a refund.Desired Settlement: A valid tracking number or a refund. Either will be fine.

Business

Response:

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]

Consumer

Response:

[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 is satisfactory to me. Evidently this was simply a communication issue. Thank you for all your help.

Regards,

Very slow shipping times and very rude customer service experience.

Placed an order October 15, 2014. They sent a fictitious tracking number. I have e-mailed them over & over asking for the correct tracking number. They just send the same one over & over. On 10-28-14 I called their corporate office & was given a different "label/receipt" number ???? But it only showed that it left IL (they are in WI) on the 24th of October. It is now 10-29-14 & no package & no way to track it!!!! I live in Washington State.

Review: I ordered five bottles of Now Curcubrain and there was no indication online that they did not have it in stock. When it didn't arrive in nearly two weeks, I contacted the company and was only then told that they have not been getting shipments from Now, but were soon going to be getting my order in. After demanding restitution for this, they did credit shipping and gave me a 5% credit, only for a FUTURE shipment. Both became worthless, because the order still wasn't shipped several weeks later, so free shipping and a future credit from a company who can not ship an order for a month and a half is not worth the megabites it took to email me that offer. On top of that, they charge your credit card and use your money the whole time...ridiculous. After not receiving it for six weeks, I finally cancelled the order so that they would credit my card back for products they obviously can't ship or get. They could care less that I was cancelling, and didn't even try to make any further explanations or amends to keep my business. I think it may be a scam to hold people's money until they can pay the manufacturers for orders because they admitted they weren't getting NOW shipments for awhile. This is not how any company should do business, and I was totally inconvenienced and missed my important supplements waiting for this company to deliver.Desired Settlement: A store credit for the full price of the order #[redacted]. Prior to ordering, the store should state whether an item is in stock or not, and the date available if it is backordered. Further, they should not charge for an order until it is shipped, especially if they are fully aware it is backordered and will not be shipped for many, many weeks.

Business

Response:

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. 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; an email was sent to this customer on 3/21/16 in regards to the back-order.We do not have the ability to give "store credit" at this time, however, 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]

Consumer

Response:

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.We do not accept Supplemental Warehouse’s response because they are falsely claiming that they have issued a full refund. They have still failed to credit the credit card that they immediately charged the order against long ago, even though they should have known that the product was not in stock to ship. Now they are being untruthful to the Revdex.com as well as us, hoping we do not notice or check. Unfortunately for them, I just checked my Visa account and there is no pending or processed charge for a full credit from the company. They have repeatedly denied our request for a refund. We will be filing a complaint with Chase Visa, requesting a chargeback to get our money back, and filing many other complaints about this company with many regulatory agencies and websites. My legal training will help me with this process. This company is truly a scam operation and should be stopped.

Regards,

Business

Response:

We have had direct email contact with this customer as well; here is a copy of information that was sent. At this time a full refund has been processed successfully, despite the earlier technical error: We have checked again into the payment history for your order, and issued the remaining balance for the refund of $84.95. I apologize for the error; your account showed a refund but it was only issued for $5.95 for the shipping charge. At this time a total refund has been issued for the amount of $90.90 ($5.95 + $84.95). Copy of refund issued:

It has not been 11 days since I order a simple product, I emailed after the 5th day and got a generic response that my shipment had been checked on and no delays where expected. After 7 day I emailed again where I got another generic response. At 9 days I was given a tracking number which was inactive until late that day where I got confirmation that they had just shipped my package Its now Day 11 and My package is no where to be found and I can promise you I will not be buying from them again. I bought from a competitor and within 3 days I had my order. Which is funny because Im still waiting on my order from Supplement warehouse and I ordered that 11 days ago.

Review: Supplement Warehouse never delivered a product I ordered which they charged me for over one month ago.Desired Settlement: Greetings. I would simply like for this company to refund the money they collected for a product they never sent me.

Business

Response:

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 3/2/16 and tracking shows as delivered to the address provided.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; an email was sent to this customer on 2/19/16 in regards to the back-order.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]

Consumer

Response:

Review: I am currently deployed in the Middle East on military duty for 6 months. I placed an order online on December 23, 2013. On the 27th I contacted them via email to ask why my order had not shipped. They replied that they "did not anticipate any delay in my order and it would ship soon" and they would send me the tracking number. Again, I contacted them because my order had still not shipped, and they wrote back to me on December 30th telling me the exact same thing (did not anticipate delay and they would send tracking number soon). Once again, I received nothing from them. Finally, on the 31st, they emailed me to tell me that parts of my order were on back order and would be delayed. It took them a WEEK to tell me my order was going to be delayed. Their email further explained that they would send the parts of the order that were not on back order. This included a ~$3 plastic cup, and a bottle of ~$17 vitamins. IMMEDIATELY after receiving the email, I called the company at [redacted]. After sitting on hold for over 15 minutes, I spoke to a woman that answered the phone. I gave her my order number (#[redacted]) and told her to immediately cancel my order. After a couple minutes, she told me the order was canceled and the refund would process immediately. She said my bank may take 3-5 days for the money to show in my account. Today (Jan. 2nd), I see that my order was not canceled, and I have been charged a total of $211.39 (the cost of my original entire order). When I logged in to their website, I see that my order has been split in two and they are sending me the non-back-order items. The total price of these non-back-order items is only $20 PLUS $45 in SHIPPING costs. This is ridiculous. I specifically asked for everything to be cancelled, and was told that was completed. That was not the case.Desired Settlement: I would like to receive full credit back for my order, as was told to me by the customer service agent that I spoke with. They told me I would receive full credit and that my order was entirely cancelled, yet I was charged the full amount. I want no products from the at all, I just want my money back like they promised me they would do.

Consumer

Response:

[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 is satisfactory to me.