CALLING OUT NUTRAPLANET REPS...Is this how you treat a 1st time customer???

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  1. Quote Originally Posted by Steveoph View Post
    I have to agree with the above posters that there is definitely a feeling of security when placing an order at NutraPlanet because I know the CSRs will take care of any problems. With Sam on the case personally, it's almost an understatement

    OP, please let us know what this was resolved to your liking, and thanks for choosing NutraPlanet.
    Not going good so far. Here is an update.

    Email from owner:

    "Dear Andrew, I wanted to personally apologize for any inconvenience this may have caused you. After doing some investigation, it appears that the two orders were deleted because of the untimely response to our verification request. The reason you received a verification email is because of the large orders placed back to back, plus the international billing address and U.S. shipping address.

    It appears that the customer service rep you spoke with noted the account just as another service rep was deleting the orders and crediting back the card because of the lapse in time span.

    For your records, here is the approval codes for the following credits applied back to your card (please allow a couple business days for your bank to refund the credit):

    ##########: credit amount $118.36 on 3/10/09
    ##########: credit amount $310.23 on 3/10/09

    Unfortunately, because the order was deleted, we cannot regenerate the order for you. You will have to replace the order and checkout as you normally would. For your inconvenience, I added $10 NutraBucks to your account. When you go to checkout, the site will automatically deduct the $10 from the subtotal.

    Once you place the order, please email me the order number(s) and I will make sure the order gets processed and shipped in a timely fashion without any hold ups.

    Thank you for your patience and understanding as we effort to protect your payment security!

    Respectfully,


    Sam Hong"

    I reply back:

    "Hi Sam,

    I need to make one point really clear, I DID NOT make an untimely response to your verification request.

    I have emails that prove I received your verification request on March 3/09 10:45 AM.

    I email back with verification information at March 3/09 10:51 AM. That is within 6 mins of receiving the email!!!

    2 hours later March 3/09 12:12 PM, a CSR replies back that everything is taken care of.

    I totally understand about the verification process that isn't the reason why I am unhappy.

    I am unhappy because I followed the exact instructions and even got CONFIRMATION from a CSR rep that everything is ok.

    I did nothing wrong and have emails to prove everything was done in a timely matter...again 6mins!

    Are you telling me that Nutraplanet expects customers to reply back faster than 6 mins or their orders get deleted? Isn't that kind of ridiculous?

    Thanks,"

    Own replies back:

    "Andrew, my apologies. I was looking at the last correspondence date. I see now that your original response was sent on March 3rd. Sorry for the oversight.

    I spoke with all my customer service reps and realize how we dropped the ball here. We've made the appropriate changes to prevent this from happening in the future.

    As you stated, you did everything correctly on your end. Normally these things go smoothly, but on occasion certain anomalies cause these hang ups. I'm sorry that your first experience was affected in such a manner. But I assure you that your next order will go through smoothly.

    Thank you for choosing NutraPlanet.


    Sam Hong"

    I reply back:

    "Hi Sam,

    Well if you are acknowledging the problem at your end, then shouldn't you do something about it?

    You guys keep saying that I can re-order, but I'm sure that you and I are both aware that the sale for 15% MAN products is over.

    My $430 order was all MAN products, needless to say...I saved some money from the sale.

    If I replace my order, am I going to get the same prices?

    Sounds like you are leaving me in a hole.

    Thanks"

    I am currently waiting for a reply back. I'm not seeing this "above and beyond" customer service that many of you mentioned.


  2. Quote Originally Posted by vadox6466 View Post
    I think, by seeing the way the reps responded on this thread, the answer to your question..

    "Is this how you treat a 1st time customer???"


    .. is a resounding "yes". They're fantastic



    You can understand the need to verify such a large order.. imagine somebody stole your card and placed something equally as big.. if NP didn/t verify, you'd be down $500+. Hell, my credit card verified once when I bought $50 worth of individual protein bars (CVS screwed up with pricing and was shooting Detour bars out for $0.40 per instead of the $1.80+ per.. I emptied out the store when I realized it )

    I TOTATLLY UNDERSTAND.

    This is what I keep hearing that I am pissed about getting verified. I am NOT, I am not happy because my order got screwed up when it wasn't my fault.

    Exact quote that I emailed the owner.

    "I totally understand about the verification process that isn't the reason why I am unhappy.

    I am unhappy because I followed the exact instructions and even got CONFIRMATION from a CSR rep that everything is ok.

    I did nothing wrong and have emails to prove everything was done in a timely matter...again 6mins!"

    Read my posts. Do you see where I am coming from now?
    •   
       

  3. vadox6466
    vadox6466's Avatar

    Quote Originally Posted by RippedOFF View Post
    I TOTATLLY UNDERSTAND.

    This is what I keep hearing that I am pissed about getting verified. I am NOT, I am not happy because my order got screwed up when it wasn't my fault.

    Exact quote that I emailed the owner.

    "I totally understand about the verification process that isn't the reason why I am unhappy.

    I am unhappy because I followed the exact instructions and even got CONFIRMATION from a CSR rep that everything is ok.

    I did nothing wrong and have emails to prove everything was done in a timely matter...again 6mins!"

    Read my posts. Do you see where I am coming from now?

    Yup, totally. I'm just curious to see what they're going to do

  4. Quote Originally Posted by vadox6466 View Post
    Yup, totally. I'm just curious to see what they're going to do
    You and me both buddy. I hope it goes well...I'm not even looking for compensation of any kind.

    I just want my order at the prices I paid for when I ordered them.
  5. vadox6466
    vadox6466's Avatar

    Quote Originally Posted by RippedOFF View Post
    You and me both buddy. I hope it goes well...I'm not even looking for compensation of any kind.

    I just want my order at the prices I paid for when I ordered them.
    Didn't see the correspondence before I posted.. lol @ $10. That's nothing for the size of your order. I'd want same prices for the same order AND some compensation for the delay in shipping time
    •   
       


  6. Quote Originally Posted by RippedOFF View Post
    Not going good so far. Here is an update.

    Email from owner:

    "Dear Andrew, I wanted to personally apologize for any inconvenience this may have caused you. After doing some investigation, it appears that the two orders were deleted because of the untimely response to our verification request. The reason you received a verification email is because of the large orders placed back to back, plus the international billing address and U.S. shipping address.

    It appears that the customer service rep you spoke with noted the account just as another service rep was deleting the orders and crediting back the card because of the lapse in time span.

    For your records, here is the approval codes for the following credits applied back to your card (please allow a couple business days for your bank to refund the credit):

    ##########: credit amount $118.36 on 3/10/09
    ##########: credit amount $310.23 on 3/10/09

    Unfortunately, because the order was deleted, we cannot regenerate the order for you. You will have to replace the order and checkout as you normally would. For your inconvenience, I added $10 NutraBucks to your account. When you go to checkout, the site will automatically deduct the $10 from the subtotal.

    Once you place the order, please email me the order number(s) and I will make sure the order gets processed and shipped in a timely fashion without any hold ups.

    Thank you for your patience and understanding as we effort to protect your payment security!

    Respectfully,


    Sam Hong"

    I reply back:

    "Hi Sam,

    I need to make one point really clear, I DID NOT make an untimely response to your verification request.

    I have emails that prove I received your verification request on March 3/09 10:45 AM.

    I email back with verification information at March 3/09 10:51 AM. That is within 6 mins of receiving the email!!!

    2 hours later March 3/09 12:12 PM, a CSR replies back that everything is taken care of.

    I totally understand about the verification process that isn't the reason why I am unhappy.

    I am unhappy because I followed the exact instructions and even got CONFIRMATION from a CSR rep that everything is ok.

    I did nothing wrong and have emails to prove everything was done in a timely matter...again 6mins!

    Are you telling me that Nutraplanet expects customers to reply back faster than 6 mins or their orders get deleted? Isn't that kind of ridiculous?

    Thanks,"

    Own replies back:

    "Andrew, my apologies. I was looking at the last correspondence date. I see now that your original response was sent on March 3rd. Sorry for the oversight.

    I spoke with all my customer service reps and realize how we dropped the ball here. We've made the appropriate changes to prevent this from happening in the future.

    As you stated, you did everything correctly on your end. Normally these things go smoothly, but on occasion certain anomalies cause these hang ups. I'm sorry that your first experience was affected in such a manner. But I assure you that your next order will go through smoothly.

    Thank you for choosing NutraPlanet.


    Sam Hong"

    I reply back:

    "Hi Sam,

    Well if you are acknowledging the problem at your end, then shouldn't you do something about it?

    You guys keep saying that I can re-order, but I'm sure that you and I are both aware that the sale for 15% MAN products is over.

    My $430 order was all MAN products, needless to say...I saved some money from the sale.

    If I replace my order, am I going to get the same prices?

    Sounds like you are leaving me in a hole.

    Thanks"

    I am currently waiting for a reply back. I'm not seeing this "above and beyond" customer service that many of you mentioned.
    RippedOFF,

    Sam has owned the fact that they made a mistake. He affirmed that you did everything correctly.

    My advice to you is to continue to communicate with him in private. There is no need to post up your correspondence for the world to read.

    Additionally, consider the way you communicate your issue. You would be better suited to make a statement more like the following:

    "Sam,

    I would be happy to reorder with your company. Would please you be kind enough to consider honoring the 15% discount that applied at the time of my order before the error took place.

    Thank you in advance for your consideration."

    The man admitted he made a mistake. Would you like to be a satisfied customer or would you prefer to rub the mans nose in it? There is a difference and your approach makes me question your motives. Please consider allowing the man the opportunity to make things right.

    Thank you.
    I have no enemies. My friends intensely despise me.

  7. I agree with B...

    Maybe I think this way from years of dealing with Sources on other boards but when someone owns up to their mistake it should be kept off the boards...he's trying to make it right and you are being rude and plastering the issue all over the internet...

  8. Quote Originally Posted by B5150 View Post
    RippedOFF,

    Sam has owned the fact that they made a mistake. He affirmed that you did everything correctly.

    My advice to you is to continue to communicate with him in private. There is no need to post up your correspondence for the world to read.

    Additionally, consider the way you communicate your issue. You would be better suited to make a statement more like the following:

    "Sam,

    I would be happy to reorder with your company. Would please you be kind enough to consider honoring the 15% discount that applied at the time of my order before the error took place.

    Thank you in advance for your consideration."

    The man admitted he made a mistake. Would you like to be a satisfied customer or would you prefer to rub the mans nose in it? There is a difference and your approach makes me question your motives. Please consider allowing the man the opportunity to make things right.

    Thank you.
    B5150,

    I agree with what you are saying. I know I'm probably acting like a 10 yr old. I wouldn't have even posted everything if the problem was solved. I am not trying to rub it in ANYONE's face. Sam was definitely being a MAN and admitted to the mistake.

    I apologize if I offended him or anyone from Nutraplanet. This is not what I'm trying to do.

    I am just frustrated that my only solution that I was offered is to re-order when the sale is over.

    Again, I want to apologize to Sam and everyone at Nutraplanet for any type of disrespect. I'll control myself better from now on.

  9. Quote Originally Posted by SoCo4Fun View Post
    I agree with B...

    Maybe I think this way from years of dealing with Sources on other boards but when someone owns up to their mistake it should be kept off the boards...he's trying to make it right and you are being rude and plastering the issue all over the internet...
    Again I agree.

    I want to make my point that if the solution I offered was that my order will be sent as order at the same prices I paid...no problem.

    How would you feel if you were only offered $10 and to re-order at 15% higher prices after waiting 2 weeks? Do you know what I mean?

    Again, I totally acknowledge that I'm being an immauture ****.

  10. Like B mentioned, we can apply the 15%; just confirm it with Sam via email first, then he will adjust the price on your order. It was our mistake, and we want to give you at the very least the same great savings you had initially. You're in good hands; just keep on working those emails and this should be all done in no time.

  11. ive only ordered from NP since like 2003

    darren at the arnold promised me that i can order whatever i want for free

    can I do that now
    toes-on-the-nose.blogspot.com Deployed blogging

  12. Quote Originally Posted by Steveoph View Post
    Like B mentioned, we can apply the 15%; just confirm it with Sam via email first, then he will adjust the price on your order. It was our mistake, and we want to give you at the very least the same great savings you had initially. You're in good hands; just keep on working those emails and this should be all done in no time.
    True to your words.

    Spoke with Sam again and I think everything is going to be ok, we just working out the details of the re-order.

    I want to thank B. for pointing out that I was being a hot-head and I have re-read what I wrote and can see how my comments can be seen as rude and disrespectful.

    I have personally apologized to Sam for this and hope there are no hard feelings.

  13. Quote Originally Posted by RippedOFF View Post
    True to your words.

    Spoke with Sam again and I think everything is going to be ok, we just working out the details of the re-order.

    I want to thank B. for pointing out that I was being a hot-head and I have re-read what I wrote and can see how my comments can be seen as rude and disrespectful.

    I have personally apologized to Sam for this and hope there are no hard feelings.
    Maybe now you can ask B5150 if he will remove the "Off" from your User-name. Just go as, "Ripped."
    I'm glad (though not surprised) that all is going to end well.

  14. Quote Originally Posted by Iron Lungz View Post
    Maybe now you can ask B5150 if he will remove the "Off" from your User-name. Just go as, "Ripped."
    I'm glad (though not surprised) that all is going to end well.
    I'm going to ask him to write me a cover letter instead. The way he can word things and make it sound so pleasant is a work of art. I'm going to need a part time job if I'm going to be a customer here =)

    I'm going to post photos when I get my stuff...just to make you guys jealous =D

  15. Quote Originally Posted by RippedOFF View Post
    I'm going to ask him to write me a cover letter instead. The way he can word things and make it sound so pleasant is a work of art. I'm going to need a part time job if I'm going to be a customer here =)

    I'm going to post photos when I get my stuff...just to make you guys jealous =D
    If I post pictures of my stash, you would be jealous - trust me! Ahhh, the perks of being a Rep!

    Glad to hear things will work out for you. Welcome to AM, by the way. Stick around and check things out.

  16. Quote Originally Posted by Iron Lungz View Post
    If I post pictures of my stash, you would be jealous - trust me! Ahhh, the perks of being a Rep!

    Glad to hear things will work out for you. Welcome to AM, by the way. Stick around and check things out.
    OH...you got me there.

    Do post anyways...I want to see what kind of a stash Reps have =)

  17. Quote Originally Posted by RippedOFF View Post
    I'm going to post photos when I get my stuff...just to make you guys jealous =D
    a $428.59 order would make a nice photo.

  18. specially when it's $500 worth of MAN goodness!

  19. i would like to add on. i had problem with my order for the first time as well.

    well. i placed my order in late feb, which is last month. where NP had this ABSOLUTELY free shipping offer. due to the damned verification process, my order wasn't being processed. this dragged on till March when the shipping offer is already over. to make things worse, the amount was already deducted from my account and order is still not being processed!!! i thought i am screwed for ordering from some shady scam site called NP!!!

    i got linked up with CS and we tried to solve the problem. at the same time, i changed my mind on the ordered item and decided to add more items after the offer ended. CS promised me to include the new items but at the same time, offering FREE shipping as per my order date in feb.

    wow. so my order shipped in march finally at no extra cost for adding new items. just talk to CS and i believe they will be more than willing to help out.

    like op, i use frieght forwarder. i use a US shipping address and a non-US billing address. but my experience with NP has been great so far. and i would definitely come back for more especially when NP has some irresistible offer.

    ps: it would be better to have a live chat support to solve any order issue asap. email is always slower than live chat, especially across time zones. just a suggestion to bring it back.

  20. Quote Originally Posted by Outside Backer View Post
    ive only ordered from NP since like 2003

    darren at the arnold promised me that i can order whatever i want for free

    can I do that now
    No problem!....I've made you a coupon that will value $500 in FREE GOODS, as long as your sub-total is 1 billion dollars+ in value!!! Just simply type "Sucker" (without the quotations) in the coupons section during checkout. Hell of a steal!

    Oh, but you have to send me one of those new, sweet Applied T-Shirts in return!!!
    Nice Products, Nice Prices, Nice People, No Problems....NutraPlanet.com!....Welcome to our World!

  21. Quote Originally Posted by chocochoco View Post
    i would like to add on. i had problem with my order for the first time as well.

    well. i placed my order in late feb, which is last month. where NP had this ABSOLUTELY free shipping offer. due to the damned verification process, my order wasn't being processed. this dragged on till March when the shipping offer is already over. to make things worse, the amount was already deducted from my account and order is still not being processed!!! i thought i am screwed for ordering from some shady scam site called NP!!!

    i got linked up with CS and we tried to solve the problem. at the same time, i changed my mind on the ordered item and decided to add more items after the offer ended. CS promised me to include the new items but at the same time, offering FREE shipping as per my order date in feb.

    wow. so my order shipped in march finally at no extra cost for adding new items. just talk to CS and i believe they will be more than willing to help out.

    like op, i use frieght forwarder. i use a US shipping address and a non-US billing address. but my experience with NP has been great so far. and i would definitely come back for more especially when NP has some irresistible offer.

    ps: it would be better to have a live chat support to solve any order issue asap. email is always slower than live chat, especially across time zones. just a suggestion to bring it back.

    Live chat support would be a blessing. Definitely something to look into because email tag is really timing consuming for more complicated situations like mine.

    I'm still trying to work out some problems with Sam.

    Any brave CSRs here want to volunteer to look into my account and perhaps give me a call or do a live MSN chat so we can work things out quickly?

    I know CEOs are busy as hell and probably don't have a lot of time emailing single customers like me.

  22. Quote Originally Posted by RippedOFF View Post
    Live chat support would be a blessing. Definitely something to look into because email tag is really timing consuming for more complicated situations like mine.

    I'm still trying to work out some problems with Sam.

    Any brave CSRs here want to volunteer to look into my account and perhaps give me a call or do a live MSN chat so we can work things out quickly?

    I know CEOs are busy as hell and probably don't have a lot of time emailing single customers like me.
    You can live chat with Sam ; just mention it in the email and he will give you the details.

  23. 15% OFF for everyone!!! lol

  24. Problems worked out =)

    Now if only the Fedex guy can drive super fast...lol
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