Screwtape
Member
At the start of January I sent an order to vitacost.com. I live in New Zealand, so most orders from America take around 2-3 weeks to arrive (depending on time of year, customs inspections, etc). After a month the package had not arrive, so I sent an email to vitacost customer support; "package has not arrived, please advise".
One week later, no reply.
I found the UPS tracking number which revealed that the package had been sent to the wrong loading hub, damaged and then been sent back to vitacost, minus the broken bottles of fish oil (d'oh!).
I sent another email to vitacost customer service telling them I was aware of the problem and asking when my order would be sent on to me.
One week later, no reply.
I contacted them once again through their website asking that they either get my order to me or refund my money. This third email (to which I once again received NO REPLY) proved unnecessary, as when my visa bill arrived the next morning, vitacost had refunded my order, minus the cost of the fish oil (which will probably be refunded when UPS finishes their claim process). this was not because of my email; the refund had occurred 12 days earlier. Of course, vitacost did not tell me this.
So to summarize;
vitacost.com sent me an order which was sent to the wrong loading hub, damaged, sent back to vitacost, but not sent on to me, they instead refunded my money nearly two months later minus the cost of the damaged goods (UPS is still going through it's damage claim process).
This part I do not have a big problem with, I suspect they didn't want to send the order again as the repeat postage to New Zealand would have destroyed their profit margin, and at least I got my money back.
THE PROBLEM IS (angry capslock rant) THAT I RECEIVED ABSOLUTELY NO COMMUNICATION FROM VITACOST AS TO WHAT THE HELL WAS HAPPENING CONCERNING MY ORDER DESPITE EMAILING THEIR CUSTOMER SUPPORT THREE TIMES! YOU THINK IF THEIR WAS A PROBLEM WITH AN ORDER, THE FIRST THING THEY WOULD DO IS CONTACT THE CUSTOMER!
(end angry capslock rant).
Apologies for the long post, but you think a company that is interested in keeping it's customers would act in a more professional, courteous manner, or at least not totally refuse to engage in communication with it's customers.
If the refund had not appeared on my credit card I would have had to phone them (toll call) and threaten to contact the better business bureau.
To vitacost; this is not how you keep customers. I'm going to post this on a few other boards just to let people know.
MOD EDIT: Please read the rules of this forum.
One week later, no reply.
I found the UPS tracking number which revealed that the package had been sent to the wrong loading hub, damaged and then been sent back to vitacost, minus the broken bottles of fish oil (d'oh!).
I sent another email to vitacost customer service telling them I was aware of the problem and asking when my order would be sent on to me.
One week later, no reply.
I contacted them once again through their website asking that they either get my order to me or refund my money. This third email (to which I once again received NO REPLY) proved unnecessary, as when my visa bill arrived the next morning, vitacost had refunded my order, minus the cost of the fish oil (which will probably be refunded when UPS finishes their claim process). this was not because of my email; the refund had occurred 12 days earlier. Of course, vitacost did not tell me this.
So to summarize;
vitacost.com sent me an order which was sent to the wrong loading hub, damaged, sent back to vitacost, but not sent on to me, they instead refunded my money nearly two months later minus the cost of the damaged goods (UPS is still going through it's damage claim process).
This part I do not have a big problem with, I suspect they didn't want to send the order again as the repeat postage to New Zealand would have destroyed their profit margin, and at least I got my money back.
THE PROBLEM IS (angry capslock rant) THAT I RECEIVED ABSOLUTELY NO COMMUNICATION FROM VITACOST AS TO WHAT THE HELL WAS HAPPENING CONCERNING MY ORDER DESPITE EMAILING THEIR CUSTOMER SUPPORT THREE TIMES! YOU THINK IF THEIR WAS A PROBLEM WITH AN ORDER, THE FIRST THING THEY WOULD DO IS CONTACT THE CUSTOMER!
(end angry capslock rant).
Apologies for the long post, but you think a company that is interested in keeping it's customers would act in a more professional, courteous manner, or at least not totally refuse to engage in communication with it's customers.
If the refund had not appeared on my credit card I would have had to phone them (toll call) and threaten to contact the better business bureau.
To vitacost; this is not how you keep customers. I'm going to post this on a few other boards just to let people know.
MOD EDIT: Please read the rules of this forum.