Supplementwarehouse.com Inc.

I placed a simple order from Supplement Warehouse on May 21. As of June 7 it was not shipped. Of course, they charged the credit card immediately. I called to cancel the order and was on hold for 31 minutes. Their system gives a countdown of estimated wait times which started at 19 minutes. The representative was rude, said I would get a refund and hung up on me. I have a bad feeling I will have to pursue this matter further.

I went out of my way to find this website and write my review, because it was THAT BAD.
All around terrible service.
Doesn't ship even close to being on time.
More expensive than amazon.
Customer service is a joke. especially their customer service lines only being operable 9-5 on weekdays? This is a huge online retail service and you cant even take my call on the weekends? you [redacted] kidding me?
0 stars.

I don't know how many thousands of dollars I've spent with Supplement Warehouse over the years but I'll never spend another cent!!!
After over an hour on the phone on hold, I'm told after not receiving ANY contact for 3 weeks the products I had ordered (in replacement of products I had ordered 3 weeks earlier and never received as they were not in stock) were also not in stock!!!! It took ME chasing them AGAIN to find this out! The worst part of this is their website showed both sets of products were in stock.
Over the past 6 months I have received incomplete products (shaking cups without the mixing utensil) and when I emailed the team at SW querying my order I received sporadic and sarcastic responses - again, two or three weeks after my initial enquiry. In addition to this they replied that 'this batch didn't come with the mixing utensil'. I feel this is a MINOR detail customers should be made aware of.
I gave up on email communication but when I tried to call their prompts did not work and eventually when they did I was always on hold for at least a half hour.
I'm sorry but this is simply no way to treat ANY customer let alone loyal customers who spend thousands.
I was left shaking my head today when after 55 minutes I finally spoke with a representative who informed me there are only TWO employees on the SW team designated to respond to ALL emails and phone calls.
It's 2016 and this level of service (or more accurate disservice) is beyond unacceptable!
There are other sites out there girls and guys, you don't want to waste all your hard work and time dealing with amateurs like Supplement Warehouse!

Review: I ORIGINALLY ORDERED SPECIAL HEALTH SUPPLEMENTS FROM THIS COMPANY ABOUT 3 MONTHS AGO AND I NOTICED IT TOOK FOREVER TO SHIP AND GET ME A TRACKING NUMBER, SO THIS TIME I RE-ORDERED WAY IN ADVANCE AND ITS BEEN TWICE AS LONG NOW AND IT STILL HAS NOT SHIPPED! AND NOW I AM OUT OF MY MEDICATIONS ALL TOGETHER!!!!

I RECENTLY FOUND A TON OF BAD REVIEWS ON HERE AND OTHER SITES ABOUT THE SAME PROBLEM. THEY HAVE NO PROBLEM BILLING MY CREDIT CARD RIGHT AWAY THOUGH!

THE WORST PART IS THAT THE 800# IS A PURE RUN AROUND, IT DOESNT MATTER IF YOU CALL ALL DAY LONG ITS BEEN SET UP TO NEVER GET A LIVE PERSON ON THE PHONE. SERIOUS CUSTOMER SERVICE ISSUES HERE. AND TOTAL DISREGARD FOR THE CONSUMER ONCE THEY BILL YOU!!! FUNNY HOW THIS COMPANIES HELP NUMBER STATES THAT (DUE TO HIGH CALL VOLUME THEY ARE DISCONNECTING YOU FROM THE PHONE NUMBER) AND THAT IS THE MESSAGE 24/7, I WONDER WHY THEY HAVE UNUSUAL HIGH CALL VOLUME AT 3 IN THE AFTERNOON AND AT 3 AM IN THE MIDDLE OF THE NIGHT? BECAUSE THEY SET UP THE 800# THAT WAY!!,, I HAVE NEVER EVER GOTTEN A CALL BACK OR A REPLY TO THE MULTIPLE EMAILS I HAVE WRITTEN THEM... I WILL TELL YOU THIS--- THAT IF YOU LOOK AT THIER WEBSITE YOULL SEE THEY HAVE 2 STORES WITH DIFFERENT PHONE NUMBERS IN MILLWAUKEE, I SUGGEST YOU DO AS I DID AND CALL THEM DIRECTLY AND AT THE VERY LEAST MAKE THEM AWARE OF YOU WANTING HELP BY CALLING CONSTANTLY. IF IM GONNA BE COMPLETELY ANNOYED BY THIS COMPANIES INABILITY TO FUFILL THEIR PROMISES THEN THEY WILL BE COMPLETELY ANNOYED WITH ME FROM CALLING THEIR ACTUAL STORES IN MILLWAUKEE. I WILL NEVER EVER USE THIS COMPANY AGAIN AND I WILL PUT THIS SAME REVIEW EVERYWHERE I POSSIBLY CAN!Desired Settlement: IT WONT MATTER WHAT I WRITE HERE AS I SEE THE COMPANY HAS NEVER RESPONDED TO ALL THE OTHER COMPLAINTS AGAINST THEM HERE.. SO MY DESIRED OUTCOME IS TO TURN AWAY AS MUCH BUSINESS FOR THEM AS I CAN,, SEE HOW THEY LIKE PEOPLE MESSING WITH THEIR MONEY FOR ONCE!!!!!!!!!!!!!

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 3/22 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]

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 only except this as it wasn't until I complaint to the Revdex.com and it went out nationwide that they finally contacted me and told me they haven't bothered to ship my goods because something was all backorder, which they could've easily told me in any of the dozens of emails I sent to them asking why my order has not shipped! They have Absolutely horrible customer service, the 800 numbers go nowhere... It makes no sense that they cannot be polite and answer all my emails begging them to tell me why they charged my card For items they don't have..

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,

Well, this place used to be my place for ordering supplements. Over the past year, the ordering process has only become more disappointing. The most recent 2 orders, I wait 2 weeks to find out the products are backordered. When they email you this, they give you the opportunity to replace the product with another to avoid delay. Then you wait another 2 weeks wondering where your order is without any responses. Still waiting. Order somewhere else, the couple extra dollars is worth it.

This company is an absolute joke! I placed my order on 2/18. Part of it was sent 3/9 but that was only part of the order. The worst part of dealing with them is you cannot speak to anyone concerning your order. I think they have one person answering their phones. After multiple attempts I finally connected with someone after being on hold for 47 minutes! In the end I received my final portion of my order the week of 3/21 almost a month later however, I didn't receive one item that thy ultimately refunded me my money. Half of my order was on back order which baffles me that your site isn't caught up enough to state that as I am placing my order. As I said they are a joke spend a few dollars more and deal your loca vitamin shoppe or bodybuilding.com.

Review: I waited over a week to hear that my orders were on back order. When I sent an email response, I waited three business days to hear back. When I sent another e-mail response, I waited another 5 business days for their second reply. I sent another reply 2 days ago and have not heard back from Supplement Warehouse with answers to those questions. I tried calling the customer service number on the website to contact the corporate office and found that the estimated waiting time to speak with a representative was 18 minutes.

I have worked in retail and understand how it is to work with insufficient staff to answer inquiries, but the corporate team needs to know that this is not acceptable customer service. The payment for my orders was already processed through my bank but I still have not been given concrete answers to the status of my orders placed nearly a month ago.

Since I am unable to speak with a customer service representative on the phone, as I cannot wait on hold for 18 minutes while I am at work and the customer service hours end at 5pm Monday - Friday, I have to e-mail. The website says "Most help desk tickets will be responded to in 24 business hours." I have consistently waited more than 3 days for responses to each of my e-mail communications.

I asked for a full refund with a receipt this morning. I wish for them to refund my transaction immediately.Desired Settlement: I have read several nearly identical complaints with this company from the last several months where customers did not receive their refund. I'm not sure if they waited the specified 6 business days, but my desired outcome is that this company refund the over $200 purchase that I have not received before 6 business days have transpired.

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. 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.

Review: I placed an order with this company and after I waiting for 2 weeks to receive it I tried to call them to find out where my order was. Their phone system is a mess as I couldn't get through to the talk to anyone. I ended up emailing a general email box and got a response saying that one of the items on my order was back ordered. I asked them to ship what they had and to either refund me for the back order or ship it when it came in. I never heard back from them, even after I sent yet another email asking for someone to respond. I still don't have the product I ordered, or a response from the company.Desired Settlement: I'd like a refund for the mouthwash that I never received.

Business

Response:

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 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 in regards to the back-order on 4/13.We too are not satisfied with consumers not receiving a prompt response through our Helpdesk. 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. A refund was issued for the total product cost of $5.30 on 5/4/16 (Trans ID #[redacted]); please note this can take up to 6 business days to appear on the customers account. One of our managers has already reached out to this customer with a personal apology, a coupon code and sent 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.

Regards,

Please, for your sake, choose to do business with literally any other supplement and vitamin wholesaler. I am certain that the only reason they are still in business is because people, like myself, just can't resist the 5% price match guarantee. Well, let me tell you, paying a meager 5% less to deal with whom I consider to be the worst company I've ever dealt with is absolutely not worth it. Here are a few of the most pertinent reasons why:
1) It takes them over a week to process your order to determine whether the items are even in stock
2) If the items aren't in stock (which is often the case - many "back ordered" items), they'll send you an email with an incoherent run-on sentence in a miserable attempt to communicate which items are back ordered. You won't be able to understand which of your items are back ordered unless it's only one or two items. I've received multiple emails about the same order saying different items were not in stock. They just don't have any organization.
3) If the items are back ordered, they tell you they hope to have them in two weeks and will send them once they do. That means you'll wait a full month from time of order to delivery of those items
4) Even if the items are in stock, it takes them over a week to ship them and another week for them to arrive. All in all, call it 2.5 weeks. In today's day and age, that's just too long considering the shipping timeframe of their competitors
5) If, for any reason, you have to communicate with their customer service, good luck. You'll wait a minimum of 20 minutes but often times as long as 45-60 minutes on hold. When you actually get a rep on the phone, they're not effective representatives, and they sound downtrodden from dealing with the other fifty customers whom have had legitimate gripes. It's very clear that they don't staff their call centers nearly enough to handle the volume of calls that their shoddy business practices demand.
Overall, I feel bad for their employees. To work for a company this abysmal cannot be easy. I'd be happy to pay an extra TEN percent to never deal with this incompetent business ever again. They have absolutely no clue how to run a solid business or how to treat customers.

I placed an online order weeks ago with this company , they quickly took my money. But weeks later I never recieved my order. I've called , emailed no luck they disconnect the phone lines and send back auto reply emails. Got online and found out that lots of others have been through the same thing. Now I'm out the money I paid and the merchandise I ordered.

SupplementWarehouse.com has very poor or no customer service after the point of sale. Trying to contact them via the (800) number they have listed on their website is a wast of time. You will get an answering machine that states they are unable to answer and suggest calling back later or go online. Today I called after I received no response from an online request. The automated voice tells you to choose an option for the reason calling ie: 1,2,2,4,etc. It does not matter what number you push the recording just keeps playing until finally the call is disconnected. I have placed an order in the past that took (22) day's to receive. I gave them another chance and two weeks after placing an order I can not get an answer on when it will ship and I was charged for the order ten days ago. I have learned my lesson and I wish to inform other of the unprofessional business. Don't let the fancy webpage fool you.
Thank you for your time,

Today I called to check on my order and was helped by [redacted] by phone. I can honestly say she was of no help at all. I ordered before from Supplement Warehouse.com via the net. I was told my order was delayed due to being a first time customer and having to verify my information (which almost took a month). So, now being my information is verified and all, one would have thought my order would ship quickly? [redacted] states they are a small company and orders take 5 business days to ship? I have and will continue to order from bodybuilding.com, they ship same day. I have NEVER IN MY LIVE EXPERIENCED THE PROBLEMS WITH ANY OTHER SUPPLEMENT COMPANIES. My son who told me about Supplement Warehouse.com is absolutely wrong about the company! The hassle is not worth the savings, plus with the free shipping and no hassle, bodybuilding.com is far better and much worth the few extra dollars.

One more lost customer. [redacted].

You get what you pay for, including quality of service. I started ordering supplements from supplementwarehouse.com a year ago because they advertise the lowest prices on the internet and as a younger person, that matters to me.

I've officially decided never to order from them again because of many reasons.

None of my orders ever arrived the way I ordered them. There was always something missing that I had to call back for and that they had to send out days after I finally received the initial shipment.

That bothered me, but not so much as my most recent two experiences:

I made a large order on Black Friday 2013. Two weeks pass and I hear nothing about the order, so I call them. Nobody could tell me why my order wasn't shipped until I finally spoked to somebody from their corporate office. She was kind enough to let me know that they were out of a couple items I ordered and that my order would have to ship out without those items and they would ship those items later. So, after I had already paid for my order and waiting a full two weeks, I also had to call to find this out. What made it worse is that the order still didn't ship until an additional week later. (they tried waiting until they had all my items in stock, they never could.. so they shipped half my order). For my troubles, the lady from corporate I spoke to gave me a code for an addition 5% off from my next order.

Weeks pass and I'm ready to place another order. This time, a smaller order, so I do and I use the code she provided me. Again, an entire week pass by with no word from them. I decided not to force another week to go by and I call. I find out that, unlike what caused this issue the last time, they actually DID have all the items I ordered in stock. It's just that no one got around to getting it shipped.

I sent one final email message to the same lady that I had spoken to expressing my disappointment and telling her that if I cannot be guaranteed that this will not happen in the future, I will have to take my business elsewhere.

Her response, "I've forwarded this to someone from our executive team."

I checked back in with her a week after since nobody from this elusive executive team had the time to respond to the message she forwarded them on my behalf.

She didn't respond.

That was the end of it for me.

I'm back to ordering from bodybuilding.com now. Their practices actually encourage customer loyalty.

I ordered a protein powder from Supplement Warehouse. They immediately charged my credit card and confirmed the order. 2 weeks later I tried calling to get an update on delivery. None of their numbers worked, including the 2 commercial "stores" they had listed on their website. I found out later that they were in bankruptcy. They are still sending out e-mail soliciting orders and accepting orders on line.

This business does not respond to inquiries and does not ship in a timely manner. I've disputed my order with my credit card company as they quickly charged my account but didn't ship product that they said was available.

Review: I placed an order with this company via their web page on March 15th, 2016. After not hearing anything for a week and after that cashed my payment immediately I tried numerous times to call them via their published customer service number. My goal was to speak to someone to find out when my order will ship. What I came to fond is that your placed in a continuous phone loop where you cannot reach anyone to speak to. I tried this for two days and became further frustrated. I finally emailed them only to get the following response:

"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 receive one shortly.

Most of our orders do ship in 5-7 business days and should not ship later than 10 business days; however, delays may occur because of sales surges, promotions, or time in transit between our warehouses and order fulfillment center. "

It would be nice to publish this on their website in an area where the customer can easily see and make a decision based on this. They cashed and deposited my payment immediately and between their time to ship the products and by the time it takes to receive it can be three week or more. This is unacceptable and insulting.

Who knows it I will ever receive what is a substantial order. I more than likely will have to file a complaint resolution with my credit carrier against this company. 4Desired Settlement: This company should be held responsible for a poor level of customer service and deceptive business practices. I can now see from other complaints that this is business as usual. I know better now that in the future I will investigate all companies via the internet that I choose to do business with. I ask that you get further involved in addressing this companies deceptive practices to help customers in the future.

Business

Response:

We apologize for the unsatisfactory experience of this customer. This customers order was delayed beyond our policy allowances and was ultimately cancelled and the customer has received a full refund. 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 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]

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.

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,

Business

Response:

We apologize that our first response did not help resolve this matter. We are aware of some of the issues our customers have been experiencing, past and present, and we are trying to resolve these issues ASAP. We have recently hired additional Customer Service team members, and they are in the process of being trained; hopefully this will cut back on any hold times and high call volumes, as well as providing a more prompt response time through our Helpdesk email. We are also making changes to our ordering/purchasing process, to avoid delays from back-orders etc. We are working and striving to be better, especially when it comes to Customer Service.I personally went out into our warehouse and had them pull some samples to ship out to this customer, as a form of our apology for their past experience; Tracking information should be emailed to the customer shortly. Our records do show a coupon code was already emailed, however in case of any technical errors, I will be emailing another coupon code today.

Review: This is my first time ordering from this website. I purchased from supplement warehouse because the prices were reasonable. I placed my order on April 10th..it is now the 23rd and I have yet to get a confirmation from anyone about my order that was not cheap. I think it's very bad business to not contact customers about their order. I need to know if my order is being shipped or not..otherwise I will just cancel and purchase through bodybuilding.comDesired Settlement: An explanation as to why my order has yet to ship, and to be compensated for my time being wasted!

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 4/26 and 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; this customer was emailed on 4/25 in regards to the back-order. 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. (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 freebies as a token of our apology.Again, I offer my sincerest apologizes to this customer on behalf of SupplementWarehouse.comBest Regards, [redacted]

Review: On 3/26, I placed an online order at SupplementWarehouse.com. On 3/28, my credit card was charged $63.56 for the order. A week later, I still did not receive any shipping information on my order (even though they advertise FAST shipping) so I read their policy online and saw they require up to 10 business days to ship orders. So I waited.... On 4/4 (now 11 business days after I placed my order) I attempted to call the phone number to cancel my order and the recording stated they"had a high volume of calls and to try again later". I attempted to call for 2 days and received that recording each time. So I emailed the Help Desk and asked them to cancel my order and requested a refund, as I had already ordered AND RECEIVED the same products from a different online retailer. They ignored my email and the next day I, conveniently, received an email that half of my order was shipping that day and that the rest was backordered. I then emailed them numerous times that I wanted to cancel my order, none of which were responded to. Meanwhile, I continued to try to call them and received the same "try again later" message each time. So on 4/12, I emailed the Help Desk yet again to cancel my backordered items. On 4/13, I received an email that the order was canceled and a refund has been issued for the backordered items. Today is 4/21, and I still have not received a refund to my account for the $36.53 that I am due. I did receive one item I ordered in the mail and have no problem paying for that item, but should not pay $36.53 for items I never received. Of course I emailed them again regarding the refund, and have not received a response thus far. And, not surprisingly, I still cannot get through on the phone. I would say that SupplementWarehouse.com has terrible customer service, but the fact is that they are no customer service at all. They are the worst online retailer I have ordered from, and I can only hope they do not treat all of their customers in the same careless, pretty-close-to-fraudulent way I have been treated (or ignored). Thank you for your time.Desired Settlement: I would like to be refunded $36.53 for the items I never received.

Business

Response:

We apologize for the unsatisfactory experience of this customer. 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 sent out on 4/12/2016 and the back-ordered portion was cancelled, and credited for the amount of $36.53 posted on 4/22/16. There was a slight delay from the time of request to cancel on 4/13/16, and the time the order was cancelled on 4/19/16; this is due to having to locate the original invoice to process the cancellation and refund, the customer was notified of this process and we state that it can take 3-6 business days. 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 in regards to a back-order on 4/12/16.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]

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.

Regards,

Review: I placed an order with supplement warehouse on March 18.

I called 2 weeks later to see what's taking so long. I told the person I talk to to just cancel my order and refund me my money she said okay I will have it in 3 days, then I get an email after saying my stuff has shipped out, they gave me a tracking number that was bogus the number wasn't a real tracking number. I've called and emailed him several times after and still nothing,no response.I'm getting very pissed off because I haven't received my $50.01 purchase or money back.Desired Settlement: If I can't get my products then I want my hard earned money back of $50.01

Business

Response:

We apologize for the unsatisfactory experience of this customer. This customers order was delayed beyond our policy allowances and ultimately cancelled 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. The customer received a "bogus" tracking number because it was in process of shipping while we initiated the cancellation process. The tracking number that was assigned to the order, an auto-generated email was sent out, but it was never uploaded into the carriers system because we intercepted the order and cancelled it as the customer requested.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]

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.

Regards,

Review: I ordered Cellucor C4 under the promotion of "buy 60 (2-30 serving containers) servings get 30 servings free, and was only delivered 60 servings. I contacted the business several times regarding this issue with no rectification of the problem. I was also guaranteed free items with the order and was told that they were no longer in stock.Desired Settlement: I would like the 30 servings to be send or to be refunded the equivalent value.

Business

Response:

We apologize for any confusion in regards to this order, however, what was ordered by the customer was what was shipped. At the time we were running a promo to buy 2- 30 servings, get 1- 30 servings free for $59.98, but the customer did not order that. This customer ordered and paid for item ID: [redacted] which is 1- 60 servings container for $49.99. This customers order is originally dated 2/28/16; we have had correspondence with this customer since then via our Helpdesk email, and have attempted to explain the situation as we have here, however the customer remains confused by the ordering error. At the time, we would have possibly been able to do a return of the 1- 60 servings container of C4, and charge the remaining balance of $9.99, and then send 3- 30 servings of C4 instead, however it is well past that point at this time. This customer will not be sent any additional product, or given any type refund, as we know the order was correctly fulfilled.

Consumer

Response: