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

[RippedOFF]

One of my friends recommended me to Nutraplanet from the other big site and I thought I would give this site a try because of the big sale of MAN products with free shipping.

I placed a huge order worth $428.59 (2 orders) without hesitation even though I never ordered from Nutraplanet.

First Order: Feb 25/09
Second Order: Feb 27/09

March 3rd: I receive an email stating that my order is pending because verification of my bililng address with the phone number of my bank.

SAME DAY March 3rd, I email customer service back with the information of my address and bank number.

SAME DAY March 3rd, I receive an email quickly back from CSR Jimmy that everything was taken care of.

"Thank you for alerting us, Andrew! It has been noted in your account with us. Take care.

Jimmy Grace
NutraPlanet Customer Service"

About 2 weeks later, after waiting patiently...today I email inquiring about my order.

"Hello friend. Your order was deleted because we sent you an order verification email on and you did not respond. Please replace your order, and if you receive another order verification email, please respond promptly. Take care.
Jimmy Grace
NutraPlanet Customer Service"

WOW??? The SAME CSR that helped me that told me that it has been noted on my account...2 weeks later tells me my order has been DELETED.

NO email or ANY form of contact was made telling me about this cancellation.

Worst of all, I check my online credit card statement today....CHARGES ARE STILL THERE.

My experience with Nutraplanet....OUT OF MONEY, WASTE OF TIME, and NO SUPPLEMENTS.

I don't think a first time experience can get any worse. The only solution that I was offered...replace my order...when the sale is over with the free shipping and when I waited 2 weeks for nothing...great.

This is RIDICULOUS and very unprofessional!

I'm genuinely a very calm and reasonable person but I felt the need to inform everyone in the online community to watch out and avoid a huge possible headache.

Nothing against Jimmy the CSR that helped me though, there must be same MASSIVE communication problems or IT software problems within the company itself.

I'm sorry but I'm just PISSED right now.

Done my rant.

[Jayhawkk]

Sorry about your experience but I'm sure if you're able to show a bit more patience as well as the email showing you sent that email when it was first requested, they'll be able to take care of you.

[crazyfool405]

i agree nutra is really good to their customers this case is weird wait to hear back from someone they will definetly take care of u

[ViperKing666]

i feel for you dude, when i dont get my supps I GO CRAZY =)

make sure you post an update on your situation.

i'm gonna be a first time buyer too here and want to place an order in a couple of days.

good luck bro

[OCCFan023]

I am sorry for the large inconvenience this has caused you, and assure you that it will be taken care of. As far as the charges on the credit card, if the order was recently deleted from the system it will take a few days to show up as refunded on your credit statement/online banking form.

I would personally suggest you private message Stryder (owner of NutraPlanet) with the issue to see if you can get it resolved first hand, or you can wait for the money to be refunded and either try and reorder or do as you wish.

I can assure you problems like this are rare and many customers can attest to that fact as well, but of course mishaps (even if they occur once in a blue moon) have the potential to occur. I truly hope you can look past this experience and give NutraPlanet another try, because it truly does put "that other site" to shame.

If you have any other specific questions myself, any of the other representatives, other customer service Reps, and even Sam the owner frequent this forum throughout the day and will help you in anyway we can.

[stryder]

Hey Andrew, first and foremost, my sincerest apologies for the major mishap here. Our verification process is for the protection of our customers. With the ever growing problem of credit card fraud, we implemented this procedure to ensure the cardholders' payment information is protected.

Please PM me the email address you registered at NutraPlanet, including the order number (if available) and I'll make sure you're totally taken care of.

I'll make sure this doesn't happen again.

[Hank Vangut]

I'm sorry but I'm just PISSED right now.

very understandable.
i trust that stryder will get this resolved.

if anyone ever has any problems with their order or any questions, feel free to hit any of us reps up anytime with a pm and we'll help you out.

[suncloud]

Hey Andrew, first and foremost, my sincerest apologies for the major mishap here. Our verification process is for the protection of our customers. With the ever growing problem of credit card fraud, we implemented this procedure to ensure the cardholders' payment information is protected.

Please PM me the email address you registered at NutraPlanet, including the order number (if available) and I'll make sure you're totally taken care of.

I'll make sure this doesn't happen again.

yep. nutra will take care of you. they always do.

[ltyson]

I am sure Stryder will take care of you and his response is a testament to that fact. NutraPlant has quickly become my supplement vendor of choice. Several orders and never a problem. But knowing that they will take care of me if a problem ever does occur makes it just that much better.

Ltyson

[BB12]

I've never had any issue from NP and I've been ordering from there ....wow, has to be over 5 years.

[RippedOFF]

I'm not going to lie I do feel reassured now with such fast responses...especialy from the owner himself with loads of positive feedback from other users.

I just want this taken care of.

LOL I couldn't even PM Stryder without 7 posts...had to randomly post comments.

[Hank Vangut]

I'm not going to lie I do feel reassured now with such fast responses...especialy from the owner himself with loads of positive feedback from other users.

I just want this taken care of.

LOL I couldn't even PM Stryder without 7 posts...had to randomly post comments.

yeah, those are just the board restrictions to prevent spammers from abusing the site i think. hope you had fun posting random stuff though. lol.

[BB12]

Great prices... Outstanding Customer Service... you'll find that they really take care of not only AM people, but all customers as if you were the only one that mattered.

[mattikus]

Your screen name isn't gonna make a whole lotta sense very soon..

[ViperKing666]

Hey Andrew, first and foremost, my sincerest apologies for the major mishap here. Our verification process is for the protection of our customers. With the ever growing problem of credit card fraud, we implemented this procedure to ensure the cardholders' payment information is protected.

Please PM me the email address you registered at NutraPlanet, including the order number (if available) and I'll make sure you're totally taken care of.

I'll make sure this doesn't happen again.

If the owner says it will be taken care of...THAT IS CUSTOMER SERVICE.

to OP: imagine the extra amount of free samples you going to get =) they might give you extra stuff =) hope they screw up my order hehe

[chocochoco]

i had problem 2 weeks ago with my first order too. i didn't respond to th email verification too but they sent me a second one. CS was patient with me and guided me to solve the problem.

[Steveoph]

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.

[Jayhawkk]

Glad NP hasn't changed from why I originally started using them. Almost never seen in any business once they grow.

[munique]

Surprisingly, I never had to do any verification for my credit card despite being an international customer. I must say that Nutraplanet has always provided great customer service though. eg, looking into the high shipping rates, helping me apply discount codes when I have forgotten to.

[Iron Lungz]

If the owner says it will be taken care of...THAT IS CUSTOMER SERVICE.

to OP: imagine the extra amount of free samples you going to get =) they might give you extra stuff =) hope they screw up my order hehe

Damn, you're pretty wise for a new poster.

Anyway, NP is the best - period.