digitalpimp
Member
I really don't feel like there is any excuse at all for this kind of customer service. Just my 2 cents
Customer Service Needed
- Thread starter Blesum
- Start date
cheeky1
Active member
And you opted for a non-trackable postage option. That entails a certain risk that NP have no control over. I agree with the drop in customer service standard of late, but once you opt for economy shipping & they post it, it's out of their control. This could have been the case with any company sending economy post to the Czech Republic.
Anyone can claim they never received their package, there's no way the sender of knowing.
I run a business, I ONLY send packages via trackable post for this reason, it costs more but saves many headaches. Most businesses will have a disclaimer for international freight absolving them of any responsibility for lost packages that have no paid tracking...but NP does not appear to have that on their site.
I hope your package turns up, or you get some closure on this, even if it's store credit ;-)
CM79
New member
Maximum weight per package 50#'s per Fedex
Blesum
Maestro
Responded to CM79's PM and he or she responded promptly saying he/she would find out what was going on with my order the next day. Then on the next day CM79 got back to me with a tracking number for me which was nice, and said it was supposed to arrive today. It's almost bedtime and no sign of the package. Checking the tracking info on USPS shows it's last info as having left it's last recorded station in another state 5 or 6 days ago. No arrival info for this state yet, much less any type of "out for delivery" notification to indicate it's about to arrive.
Apparently for $2 or so more, I could have upgraded to normal shipping which would have given me the normal 3 days shipping speed I was accustomed to when ordering from Nutra in the past. Still 3-4x more than in the past. mod edit: read the rules.
-Blesum
Apparently for $2 or so more, I could have upgraded to normal shipping which would have given me the normal 3 days shipping speed I was accustomed to when ordering from Nutra in the past. Still 3-4x more than in the past. mod edit: read the rules.
-Blesum
CM79
New member
Your expected delivery was 8/26 according to the tracking# attached to your package.... we are keeping a eye on this as well
808shredded
Active member
I got my order sitting in the post office. Waiting for it to be picked up. The reason it took so is that i select the free shipping. Dont go for the free shipping guys, you will wait for a month.
CM79
New member
USPS Parcel Post to Hawaii from North Carolina is about 3 weeks USPS Priority 2-3 days
808shredded
Active member
They offered it with the protein and fish oil deals
cheeky1
Active member
Ok now this is getting really fn annoying. Same as last time - my International FedEx Mail Post package has a tracking no. attached - which appears to be tracking from NP to a mail center...in Newark.
PLEASE DON'T ATTACH A TRACKING NUMBER TO MY PACKAGE IF IT IS NOT MEANT FOR INTERNATIONAL TRACKING.
So if it is indeed the same as my last order, it's not "priority" post as is stated on my purchase order, it's just Priority from NP to a mail facility BY FedEx. I should have known better, but hey, now I know. Pay cheap, don't expect any better service. It'll get here in 4 - 6 weeks.
PLEASE DON'T ATTACH A TRACKING NUMBER TO MY PACKAGE IF IT IS NOT MEANT FOR INTERNATIONAL TRACKING.
So if it is indeed the same as my last order, it's not "priority" post as is stated on my purchase order, it's just Priority from NP to a mail facility BY FedEx. I should have known better, but hey, now I know. Pay cheap, don't expect any better service. It'll get here in 4 - 6 weeks.
cheeky1
Active member
So why does it appear on my purchase receipt? It's placed by NP, FedEx don't have access to my order!!
It's obviously an automated function NP has when a package ID goes out to FedEx.
I don't know if you're able to make changes to that system, but i'd bet I won't be the last to query it.
At least I now know not to bother tracking it. Last time I queried the "tracking" I got no reply...I guess whoever read my email was just as confused & ignored it rather than attempt to offer me an answer.
Thanks CM for taking the time to respond, much appreciated, but you're bound to get more of this from other confused international customers, I hate to tell you. You might want to consider attaching an auto disclaimer with that tracking number :dunno:
CM79
New member
We definitely have had and understand the confusion with the Fims tracking numbers and we have asked Fedex on multiple occasions what we can do to fix it and are currently trying to at least offer a better understanding on our end. Basically we use that tracking number in our system to let the Fims customer know it has left our place and is en route....
CM79
New member
No problem, Im here to help! Thanks for the feedback
Blesum
Maestro
Quick update: I continue to get more and more pissed with this company.
1. My order is still nowhere to be seen despite being supposed to arrive nearly a week ago. Tracking says it was last seen in another state nearly a week and half ago. I've asked them to simply put together a new order and ship it to me using better shipping. I needed some of the products in this order two weeks ago and I could have gotten these products for $3 less per bottle from Amazon, with free fast shipping. What a disappointment.
2. CM79 was kind enough to send me a goodie package as a gesture of goodwill with proper shipping. However they shipped it to the wrong address, an address I have not used in over 5 years. I had asked Nutra to remove that and all other addresses from my file so there would never be shipping errors and they confirmed on April 20th that they had removed ALL the other addresses except for the correct address from my file. Yet this order got shipped to the wrong address. *shakes head* Will this horror show ever end?
Sincerely,
Pissed
1. My order is still nowhere to be seen despite being supposed to arrive nearly a week ago. Tracking says it was last seen in another state nearly a week and half ago. I've asked them to simply put together a new order and ship it to me using better shipping. I needed some of the products in this order two weeks ago and I could have gotten these products for $3 less per bottle from Amazon, with free fast shipping. What a disappointment.
2. CM79 was kind enough to send me a goodie package as a gesture of goodwill with proper shipping. However they shipped it to the wrong address, an address I have not used in over 5 years. I had asked Nutra to remove that and all other addresses from my file so there would never be shipping errors and they confirmed on April 20th that they had removed ALL the other addresses except for the correct address from my file. Yet this order got shipped to the wrong address. *shakes head* Will this horror show ever end?
Sincerely,
Pissed
digitalpimp
Member
CM79
New member
PM'ed Blessum
Blesum
Maestro
FINAL UPDATE - COMPLETED
To recap:
I ordered a couple hundred in products with my last order two or three months ago, got a bad bottle of a product, struggled to get customer service support. Unknown to me at that time, NP was changing ownership or management. It wasn't until I posted this thread that I finally got customer service.
Because customer service support was so delayed, I no longer wanted a replacement bottle since it no longer had a place in my current workout program (bulking phase). I asked for a refund and was assured I would get that and told to just throw away the bad product so I did. They said they needed all of my info in order to issue me the refund because they lost all the info when they made the transition, so I did.
Then a few days later they decided they couldn't refund me, and gave me store credit instead which I was not happy about, but hey, at least they didn't tell me "Tough ****."
Armed with store credit, I navigated their new website (which I still hate) and put together a new order of stuff that I needed (at slightly higher prices than I could have gotten at Amazon and other places). Then during the check out I discovered that they changed their shipping options/rates. Shipping charges got tripled. And I couldn't use my store credit for that. So I added a bunch of super-cheap clearance soon-to-expire chick fat-burning stim workout powder jars to pass out to friends/coworkers to use up the credit that I couldn't apply towards shipping. My shipping charges jumped up even further. *sigh* OK, whatever, I just want to be done with this... I paid a bunch for shipping.
During the check out process I noted that they automatically tried to ship to an OLD address from over 5 years ago. I quickly contacted them to correct that and they did. They had assured me half a year ago that they had removed ALL old addresses from my account so only the current address was on there.
3 days later my order still hadn't arrived (typical was 2 days from nutra with their cheapest shipping option)... Apparently even though shipping charges tripled on me, shipping got much slower. It took WEEKS for the stuff to arrive and it finally arrived over a week later than the expected delivery date.
The box arrived quite crushed and mangled but nothing was missing or broken. All the chick pre-workout powders were now expired, feel solid and rattle in the jars when I shake them. No longer in powder form and wortheless. Going to just throw them all out. They did include some nice free samples though.
To make up for the drama and frustration, CM79 sent me a goody pack to tide me over, and via normal speed shipping. However it went to the old address that was supposedly removed by Nutra so that one got lost. He then sent me TWO care packages with a shirt, a bottle, and one of the more pricey products that I had ordered (and needed ASAP - that one was a very nice surprise, thank you CM79) and a pile of free samples of mostly stims.
My feelings at this point are:
- Nutra has changed for the worse.
+ Nutra still has at least two stand-up guys working for them or helping them.
- Nutra is no longer going to be my one-stop supplement store.
- Nutra shipping rates/speed suck - they used to be the best and that's what brought me to them years ago after BulkNutriton went down the toilet.
+ They are still worth checking out periodically for their super-low sale/clearances
= If I do buy something from them during their sales/clearances, it's worth paying a few bucks extra on top of their increased shipping rates to get normal shipping.
Thanks to everybody for listening and to CS for their help. I hope everybody else has their problems resolved ASAP. I also hope that somehow Nutra can fix things and go back to what they were to me. For now I'm sticking with Amazon while I look for a new one-stop site for supplements with good shipping rates/speed to Hawaii.
-Blesum
To recap:
I ordered a couple hundred in products with my last order two or three months ago, got a bad bottle of a product, struggled to get customer service support. Unknown to me at that time, NP was changing ownership or management. It wasn't until I posted this thread that I finally got customer service.
Because customer service support was so delayed, I no longer wanted a replacement bottle since it no longer had a place in my current workout program (bulking phase). I asked for a refund and was assured I would get that and told to just throw away the bad product so I did. They said they needed all of my info in order to issue me the refund because they lost all the info when they made the transition, so I did.
Then a few days later they decided they couldn't refund me, and gave me store credit instead which I was not happy about, but hey, at least they didn't tell me "Tough ****."
Armed with store credit, I navigated their new website (which I still hate) and put together a new order of stuff that I needed (at slightly higher prices than I could have gotten at Amazon and other places). Then during the check out I discovered that they changed their shipping options/rates. Shipping charges got tripled. And I couldn't use my store credit for that. So I added a bunch of super-cheap clearance soon-to-expire chick fat-burning stim workout powder jars to pass out to friends/coworkers to use up the credit that I couldn't apply towards shipping. My shipping charges jumped up even further. *sigh* OK, whatever, I just want to be done with this... I paid a bunch for shipping.
During the check out process I noted that they automatically tried to ship to an OLD address from over 5 years ago. I quickly contacted them to correct that and they did. They had assured me half a year ago that they had removed ALL old addresses from my account so only the current address was on there.
3 days later my order still hadn't arrived (typical was 2 days from nutra with their cheapest shipping option)... Apparently even though shipping charges tripled on me, shipping got much slower. It took WEEKS for the stuff to arrive and it finally arrived over a week later than the expected delivery date.
The box arrived quite crushed and mangled but nothing was missing or broken. All the chick pre-workout powders were now expired, feel solid and rattle in the jars when I shake them. No longer in powder form and wortheless. Going to just throw them all out. They did include some nice free samples though.
To make up for the drama and frustration, CM79 sent me a goody pack to tide me over, and via normal speed shipping. However it went to the old address that was supposedly removed by Nutra so that one got lost. He then sent me TWO care packages with a shirt, a bottle, and one of the more pricey products that I had ordered (and needed ASAP - that one was a very nice surprise, thank you CM79) and a pile of free samples of mostly stims.
My feelings at this point are:
- Nutra has changed for the worse.
+ Nutra still has at least two stand-up guys working for them or helping them.
- Nutra is no longer going to be my one-stop supplement store.
- Nutra shipping rates/speed suck - they used to be the best and that's what brought me to them years ago after BulkNutriton went down the toilet.
+ They are still worth checking out periodically for their super-low sale/clearances
= If I do buy something from them during their sales/clearances, it's worth paying a few bucks extra on top of their increased shipping rates to get normal shipping.
Thanks to everybody for listening and to CS for their help. I hope everybody else has their problems resolved ASAP. I also hope that somehow Nutra can fix things and go back to what they were to me. For now I'm sticking with Amazon while I look for a new one-stop site for supplements with good shipping rates/speed to Hawaii.
-Blesum
CM79
New member
PM'ed
Qonix
Member
same happened to me.. where do you live? curious if will take that long to be delivered here in switzerland too
Qonix
Member
ok. a bit disappointing the tracking works just from you to newark's mail center..
socalfresnan
New member
I'm still wondering what happened to my order. No one is responding to my emails on NP. I put an order in on 9/4 and my credit card was charged, I received an email saying my order was in process. Now when I click on the order number it says invalid order number or if I log into my account it doesn't show any order under order history. It's pretty frustrating.
cheeky1
Active member
Australia. I've been informed by NP that the priority tracking attached is from their warehouse to the FedEx depot, no further tracking is available on the economy option. It is - was - confusing.
My latest order turned up in about 3 weeks, which is pretty good, it's normally closer to 4 weeks & has taken up to 6 weeks.
plas
New member
Hey can I get some help/support as well? Ordered on the 4th Sept for about $650 worth of the same products and it's still processing as of now.
Emailed them 48 hours ago and still no response. I've been a customer at Nutra Planet for many years now and this has never happened before. Was starting to think the website/company died... until I searched Google and saw this thread.
In my order page
Just wondering when my order will be done processing/shipped?
Pretty frustrating. I haven't ordered in months, come back and see this strange new website, all my details/username/order history and info all deleted. Had to make a new account and re-enter everything back in. Make the order, pay for it, wait 2 weeks and don't see anything happening, email support, no reply back...
Can I get a update/progress report of my order? I don't think I can handle waiting for further weeks without knowing what's going on.
Maybe I should just file a dispute with Paypal and get the refund? I seriously don't want to end up like some of the guys here waiting months for their products or getting a... store credit.
:spankme:
Emailed them 48 hours ago and still no response. I've been a customer at Nutra Planet for many years now and this has never happened before. Was starting to think the website/company died... until I searched Google and saw this thread.
In my order page
Just wondering when my order will be done processing/shipped?
Pretty frustrating. I haven't ordered in months, come back and see this strange new website, all my details/username/order history and info all deleted. Had to make a new account and re-enter everything back in. Make the order, pay for it, wait 2 weeks and don't see anything happening, email support, no reply back...
Can I get a update/progress report of my order? I don't think I can handle waiting for further weeks without knowing what's going on.
Maybe I should just file a dispute with Paypal and get the refund? I seriously don't want to end up like some of the guys here waiting months for their products or getting a... store credit.
:spankme:
woohoo
Power-Lift
Active member
Wow, sounds like big fuster-cluck... A shame...
cheeky1
Active member
Hi...again.
I placed Order #NP535231 a week ago & selected DHL express to get it here quicker...I paid for the fast option as I need(ed) the product.
Can someone please tell me why it's still showing as "processing" a week after payment? My account alludes to no reason for the delay...stock issues???
The urgency has passed :grumpy: I'd like to revert back to economy shipping now, can I please get a refund or credit on the difference of the shipping charge?
I placed Order #NP535231 a week ago & selected DHL express to get it here quicker...I paid for the fast option as I need(ed) the product.
Can someone please tell me why it's still showing as "processing" a week after payment? My account alludes to no reason for the delay...stock issues???
The urgency has passed :grumpy: I'd like to revert back to economy shipping now, can I please get a refund or credit on the difference of the shipping charge?
CM79
New member
All good here still available and expecting more!
cheeky1
Active member
Really? Why can't I place any in my cart then? Odd...
CM79
New member
I checked on it went to our site and I was able to add it to cart?
cheeky1
Active member
I can add any from the specials page, but the OL page won't let me add a single product. When I hover over the product image I don't see the + symbol either, I just get the damn annoying product pop up screen if I get too close to that icon.
Price is there, options, but they're in greyed text - such as out of stock items display. No add to cart box with qty option appears.
Price is there, options, but they're in greyed text - such as out of stock items display. No add to cart box with qty option appears.
CM79
New member
Sale Ended this morning OL30 is no longer valid....
cheeky1
Active member
Damn time differential...US - Oz. I wish you guys would put an end time up!! I'm usually asleep when these emails come through & by the time I read them I have no idea if the sale is today, yesterday, tomorrow or what's going on.
Anyhoo, whinge over. I still can't place OL products in my cart - although it's rather redundant now :grumble:
cheeky1
Active member
CM, when I hover over certain items on the specials page I get the "+" symbol, some I don't. It would appear that the items I am unable to purchase are the NP branded bulk powders, some items that probably wouldn't pass customs inspection due to the ingredients and all Olympus Labs.
Has the new site got an auto-exception rule for certain goods when the purchaser is identified as being from a certain country?? Ie. i'm in Australia & instead of telling I'm not allowed to purchase Mesomorph it simply prevents me from placing it in my cart?
I want those OL specials too!!
uppy_dog_eyes:
Has the new site got an auto-exception rule for certain goods when the purchaser is identified as being from a certain country?? Ie. i'm in Australia & instead of telling I'm not allowed to purchase Mesomorph it simply prevents me from placing it in my cart?
I want those OL specials too!!
uppy_dog_eyes:
CM79
New member
CM, when I hover over certain items on the specials page I get the "+" symbol, some I don't. It would appear that the items I am unable to purchase are the NP branded bulk powders, some items that probably wouldn't pass customs inspection due to the ingredients and all Olympus Labs.
Has the new site got an auto-exception rule for certain goods when the purchaser is identified as being from a certain country?? Ie. i'm in Australia & instead of telling I'm not allowed to purchase Mesomorph it simply prevents me from placing it in my cart?
I want those OL specials too!!
No there is no kind of rules in place to prevent anyone from out of country to purchase any product
Rostam
Well-known member
And I hope there will never be such rules.