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www.nutraplanet.com **NEW SITE**

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criticalbench said:
Being completely honest.. I truly dislike your new site. I find it hard to see and find things. I prefer a much simpler lay out.

With that being said.. I will continue to order from you guys though :)
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Please give me an idea of what you would do to make it better. You can search by manufactor...by newest added....there is a sales category... and the search bar will pull up anything. We are doing our best to make it better, but I am just not sure what else we could do to make it better. Now if you are looking at the site on a mobile device, I understand (we are working on that). But, if you are on a computer, it should be very easy I would think.
 
Got my items that I had originally ordered (xtend perform black cherry and the third modern bcaa). I was told they were going to hook up the package and add some shirts and samples but there was only 1 xtend sample. No shirts or anything else.

In total it took 3 weeks to get everything I actually ordered. The freebies with the first part of my order were great but only getting half of what I ordered was frustrating. After a day working with CS (who had made some promises about items they would throw in to help ease the frustration) and two more waiting for the order to reship I finally got everything a few days later.

Overall this was pretty much the experience I had anticipated based what I've seen since the transition. Not good. Overall, my impression of the new np is still the same as it was before: a lot of hype and big words but the follow through is severely lacking and the actual delivery of orders is just flat out disappointing. I had high hopes that with yet another round of promises this would finally be the breakthrough back to the old ways but I'll be staying away from here on out. Sorry np, but all hype and no/poor execution isn't worth it to me.
 
booneman77 said:
Got my items that I had originally ordered (xtend perform black cherry and the third modern bcaa). I was told they were going to hook up the package and add some shirts and samples but there was only 1 xtend sample. No shirts or anything else.

In total it took 3 weeks to get everything I actually ordered. The freebies with the first part of my order were great but only getting half of what I ordered was frustrating. After a day working with CS (who had made some promises about items they would throw in to help ease the frustration) and two more waiting for the order to reship I finally got everything a few days later.

Overall this was pretty much the experience I had anticipated based what I've seen since the transition. Not good. Overall, my impression of the new np is still the same as it was before: a lot of hype and big words but the follow through is severely lacking and the actual delivery of orders is just flat out disappointing. I had high hopes that with yet another round of promises this would finally be the breakthrough back to the old ways but I'll be staying away from here on out. Sorry np, but all hype and no/poor execution isn't worth it to me.
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OK in all fairness, the order was placed for 3 modern bcaa. The order was sent to for 2 and you had emailed in wanting to add a xtend preform to the order after it was placed. The sku was brand new so our packer had never seen it before and didn't know there was more than one flavor, and it wasn't on original invoice. Of course, this is our mistake. I have already deleted all my messages on here to clear my box so I assume that was my error as you wanted the black cherry. It was sent FedEx flat rate shipping. ---IN all that you indeed were missing 1 of the modern bcaa and the wrong flavor xtend. However as the picture shows, you did get free samples, some free product, gym bag, shirt...etc. We hooked you up on the price of the add on xtend and the bcaa are already on sale. SO when you receive the order you let us know of the error. That day we expedited the missing bcaa and sent you another xtend preform. You mention the lack of more freebies in the reship, but you fail to mention that you got to keep the other full serving mango xtend. I am so sorry that we committed an error on the order as we really tried our best to show love to the AM crowd. Gym bag, shirt, and all those freebies from the first order and then 2 xtends for the price of one. There will be packing errors from time to time....but we will do whatever we can to make it right. Again...we are so sorry that we let you down and hope that you do give us another chance.
 
NutraPlanet15 said:
OK in all fairness, the order was placed for 3 modern bcaa. The order was sent to for 2 and you had emailed in wanting to add a xtend preform to the order after it was placed. The sku was brand new so our packer had never seen it before and didn't know there was more than one flavor, and it wasn't on original invoice. Of course, this is our mistake. I have already deleted all my messages on here to clear my box so I assume that was my error as you wanted the black cherry. It was sent FedEx flat rate shipping. ---IN all that you indeed were missing 1 of the modern bcaa and the wrong flavor xtend. However as the picture shows, you did get free samples, some free product, gym bag, shirt...etc. We hooked you up on the price of the add on xtend and the bcaa are already on sale. SO when you receive the order you let us know of the error. That day we expedited the missing bcaa and sent you another xtend preform. You mention the lack of more freebies in the reship, but you fail to mention that you got to keep the other full serving mango xtend. I am so sorry that we committed an error on the order as we really tried our best to show love to the AM crowd. Gym bag, shirt, and all those freebies from the first order and then 2 xtends for the price of one. There will be packing errors from time to time....but we will do whatever we can to make it right. Again...we are so sorry that we let you down and hope that you do give us another chance.
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Honestly it's not the freebies or anything like that that turned me off. It's the simple fact that the trend of big talk (in regards to add ons, sales, site layout/functionality, etc) has not actually been backed up. It's an issue of trust. How can we as customers trust someone when we're constantly being told one thing but seeing another in actuality? This whole order began with me not being able to order for two days while I (and a few others) battled the "new and improved" site...

If you set expectations at a certain level, you need to deliver on them to that level. If the expectations are set high (as they have been for/by you guys due to your own claims and hype for things) then you can't fault me/us for being disappointed when they're just not met, regardless of the reason(s).

I would much rather see you guys not throw around statements of lavish sales, upgrades, freebies, etc and just deliver what's expected without all the hype than to have all the talk and not be able to meet all the claims. Just my thoughts on it though from my experiences the last few orders and sales. I recognize that not everyone can have the best all the time but I think some others (as well as you guys as referenced by the fact that you created this thread) will agree with me that it's become all too common to have some issues.
 
"Big Talk" -- we are working hard and trying to make people happy on every level and that is all we are saying. All we can do is work hard at that point.

-- again we are sorry that you had issues with the order. We are also sorry that we disappointed you and felt that the level of service was not met. We have been right here on top of the matter and we tried to do whatever we could to make it right. I don't wish to have this post be us going back and forth on points that are a matter of opinion. The main concern is that the order was not fulfilled perfectly the first time, we were there with customer service right away to FIX the issue. We expedited the missing product and allowed you to keep the product that was sent in error (flavor) (40$ value). Was our way of saying we are so sorry for the mix up.

We created the thread to let AM customers know that we are going above and beyond to give great deals to you and to extend our thanks to this AM community. I am sorry if you feel that we didn't do that on this order for you.
 
***REPORTING BACK ON MY ORDER***

Order Date: 03/31

Status Update 04/02: NP CS confirmed the order and said they would take care of me

Order Arrived: 04/08. Good delivery speed as far as I'm concerned.

Items Ordered: All items were included as ordered. 100% on point.

Freebies: As promised they hooked it up BIG TIME. I scored 2 BCAA samples, 1 thermo sample, 1 protein sample, a nice bag, and a FULL 50g tub of SNS Agmatine. Only thing not included was the t-shirt, but I'm not complaining.

Overall Review:

NP did a great job, delivered on time, and on point. Followed thru on their word and made an impact on me. I wanted to send in a small order to see how things had improved, and I'm pretty impressed overall. I'll be sending in a second order this upcoming week and will keep everyone posted on how that progresses.

A+++ work NP, keep it up and you have my business!!!
 
NutraPlanet15 said:
"Big Talk" -- we are working hard and trying to make people happy on every level and that is all we are saying. All we can do is work hard at that point.

-- again we are sorry that you had issues with the order. We are also sorry that we disappointed you and felt that the level of service was not met. We have been right here on top of the matter and we tried to do whatever we could to make it right. I don't wish to have this post be us going back and forth on points that are a matter of opinion. The main concern is that the order was not fulfilled perfectly the first time, we were there with customer service right away to FIX the issue. We expedited the missing product and allowed you to keep the product that was sent in error (flavor) (40$ value). Was our way of saying we are so sorry for the mix up.

We created the thread to let AM customers know that we are going above and beyond to give great deals to you and to extend our thanks to this AM community. I am sorry if you feel that we didn't do that on this order for you.
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jesus, your responses have been more than enough. if someone can't appreciate that, don't sweat it. you guys are giving away a bunch. if people don't appreciate it, they probably would never have been loyal customers anyway.


or they're douchebags.
 
Tiocfaidh said:
jesus, your responses have been more than enough. if someone can't appreciate that, don't sweat it. you guys are giving away a bunch. if people don't appreciate it, they probably would never have been loyal customers anyway.


or they're douchebags.
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X1.
 
I prefer the new site over the old, wat more modern. Just a tad slow to load in some cases but otherwise I enjoy it
 
Hate new website, so many problems, can't find where I can see all products for one company, can't just view the product I want, no need for a quick view just show the product, most products don't have supplements facts,it redirects to other products, not sure why the change, been a long time customer but so frustrating new site
 
Cody3308 said:
Hate new website, so many problems, can't find where I can see all products for one company, can't just view the product I want, no need for a quick view just show the product, most products don't have supplements facts,it redirects to other products, not sure why the change, been a long time customer but so frustrating new site
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OK I don't understand this. How are you viewin the site? Cell phone? You can use the quick view or you can click on the name and it takes you to the full page. You can search for anything at all with the search box at the top. You can search by category or by manufacturer. Again we agree that the mobile site is not great but to see it thru a browser on a computer should be easy.
 
NutraPlanet15 said:
OK I don't understand this. How are you viewin the site? Cell phone? You can use the quick view or you can click on the name and it takes you to the full page. You can search for anything at all with the search box at the top. You can search by category or by manufacturer. Again we agree that the mobile site is not great but to see it thru a browser on a computer should be easy.
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That's probably the problem most are having. I either use my iPhone or iPad. It's clumsy on both. I don't even have a pc anymore. It's all about portability;). That aside, props to you guys for reviving your customer service and sale offerings.
 
not a fan of the high flat rate shipping. great deal if you are ordering 20lbs of protein, but $9 for a bottle of pills is ridiculous, imo!!!
 
thebigt said:
not a fan of the high flat rate shipping. great deal if you are ordering 20lbs of protein, but $9 for a bottle of pills is ridiculous, imo!!!
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If you are just ordering a bottle of pills you should have a first class mail shipping option for about $2.75 or so.
 
NutraPlanet15 said:
If you are just ordering a bottle of pills you should have a first class mail shipping option for about $2.75 or so.
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When i tried ordering only the flat rate option was there. I wanted first class which was like $3+ but it would not let me select any shipping options. So i just hold up on my order till u guys look in to it.
 
NutraPlanet15 said:
Please give me an idea of what you would do to make it better. You can search by manufactor...by newest added....there is a sales category... and the search bar will pull up anything. We are doing our best to make it better, but I am just not sure what else we could do to make it better. Now if you are looking at the site on a mobile device, I understand (we are working on that). But, if you are on a computer, it should be very easy I would think.
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It is not that bad bro.. I couldn't even nit pick something.. well the quick view button always pisses me off because I always click it and i dont want to haha.

The old old lay out was more simple, less flashy.. that is my preference though.. my business will always go to your guys though.. as long as the price is right :)
 
booneman77 said:
Got my items that I had originally ordered (xtend perform black cherry and the third modern bcaa). I was told they were going to hook up the package and add some shirts and samples but there was only 1 xtend sample. No shirts or anything else.

In total it took 3 weeks to get everything I actually ordered. The freebies with the first part of my order were great but only getting half of what I ordered was frustrating. After a day working with CS (who had made some promises about items they would throw in to help ease the frustration) and two more waiting for the order to reship I finally got everything a few days later.

Overall this was pretty much the experience I had anticipated based what I've seen since the transition. Not good. Overall, my impression of the new np is still the same as it was before: a lot of hype and big words but the follow through is severely lacking and the actual delivery of orders is just flat out disappointing. I had high hopes that with yet another round of promises this would finally be the breakthrough back to the old ways but I'll be staying away from here on out. Sorry np, but all hype and no/poor execution isn't worth it to me.
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I also had the same experience. I'm short of 2 bottles of Reduce XT which I ordered in mid-March. NP didn't even tell me that the item was backordered and I waited silently for 2 weeks as a result. I've sent an email but nada, no reply thus far. Rather disappointing experience - I've not had major issues from NP thus far.
 
NutraPlanet15 said:
OK I don't understand this. How are you viewin the site? Cell phone? You can use the quick view or you can click on the name and it takes you to the full page. You can search for anything at all with the search box at the top. You can search by category or by manufacturer. Again we agree that the mobile site is not great but to see it thru a browser on a computer should be easy.
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I got similar errors.

would click on brand to try sort by brands and it would take me to the sale section.

had issues adding stuff to cart where it kept saying "please selection product choice" or something like that, where type + flavour had been selected already.

had issues where trying to browse would just re-direct to the sales section.

had issues where trying to do other things would also re-direct to the sales section.


sent in a couple of feedback forms to try get help on this, no reply to any of them (i think it was 3 total, 2 within a week then the third was a couple of months later).

So yeah i think your new site is great, you're giving out freebies which is awesome, i mean i will never get any because im ordering from OS so theres that, i can only order sporadically through your website and it is now extremely difficult to navigate.

fortunately iherb has cheaper shipping, vitacost has slightly more expensive shipping and BPN/NV are available at a cost for more exotic items. All of which have web sites that actually work.
 
808shredded said:
When i tried ordering only the flat rate option was there. I wanted first class which was like $3+ but it would not let me select any shipping options. So i just hold up on my order till u guys look in to it.
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Thats why I hold ip on my order. $8.99 was the flat rate shipping that was offered. That was the only option too.
 
Building a new site, while trying to run an old one, is a cluster. The original site was built as a lean on house. Imagine a nice base and every year adding on. The infrastructure of what was standing, was a complete disaster that was on the verge of collapse. The site had to be redone and redone inside of 14 days. Sam called me on a monday needing to sell and it was bought, transferred, rebuilt inside of 14 days. To pull something like that off was insane. The first quick revamp was missing a lot of things. A lot of those got fixed in the 2nd phase, which is just finishing. The third phase is to rebuild the entire mobile platform. The problem is that it is a massive site, with a ton of content that changes daily with product updates. The best thing would be to shut down for a month and start all over, but that's not exactly good business. A lot of things beyond the control of the staff have put a stranglehold on the site. Luckily, that goes away around mid-end July.

This is like giving birth for over a year straight. It's a huge PITA, but eventually, the end result will get fixed. Sadly, it has been a ready-fire-aim drill. This is why you don't buy a business in 7 days lol. Appreciate those for sticking with it. You're a crucial part of fixing it. Without this feedback, no way of knowing all of the problems that do exist. There are so many phones, so many platforms and it's hard to make it all work.

Thanks for being patient.
 
1Fast400 said:
Building a new site, while trying to run an old one, is a cluster. The original site was built as a lean on house. Imagine a nice base and every year adding on. The infrastructure of what was standing, was a complete disaster that was on the verge of collapse. The site had to be redone and redone inside of 14 days. Sam called me on a monday needing to sell and it was bought, transferred, rebuilt inside of 14 days. To pull something like that off was insane. The first quick revamp was missing a lot of things. A lot of those got fixed in the 2nd phase, which is just finishing. The third phase is to rebuild the entire mobile platform. The problem is that it is a massive site, with a ton of content that changes daily with product updates. The best thing would be to shut down for a month and start all over, but that's not exactly good business. A lot of things beyond the control of the staff have put a stranglehold on the site. Luckily, that goes away around mid-end July.

This is like giving birth for over a year straight. It's a huge PITA, but eventually, the end result will get fixed. Sadly, it has been a ready-fire-aim drill. This is why you don't buy a business in 7 days lol. Appreciate those for sticking with it. You're a crucial part of fixing it. Without this feedback, no way of knowing all of the problems that do exist. There are so many phones, so many platforms and it's hard to make it all work.

Thanks for being patient.
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your guys did right by me, I appreciate this...tomorrow I will be making another order!!!
 
jgntyce said:
I'm glad the team at NP took good care of you!
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made my order on fri afternoon, just got it!!!

package was really loaded up with samples including a bag and a nice shaker bottle.

what more can I ask for....realistically, lol!!!

the 'NEW' nutraplanet is still #1 for me, deservedly so!!!
 
CM79 said:
Ok guys, I know that we have lost touch with you guys over the past year with the transition of our new site. The whole move and everything that went along with it was more than we ever could have imagined. We have now set up a new site that we feel is worthy, and a customer service team that can now respond in real time. There is someone on the Live Chat option from 9am to 6pm EST. We really want to spend the rest of the month getting back to having a presents on Anabolic Minds once more.

With the above being said we want to offer you guys something really special. Just to start we want to do our new VERY NICE full sized gym bag, Nutraplanet Blender bottle Shaker, and Nutraplant Shirt on every order that you guys place with "Anabolic Minds FREEBIES" in the comments of the order. We want to feature this for the remainder of the month. Nice thing about this is that it will not cost international customers any more, as we will be adding it after the fact. The domestic customers have a 8.99 flat rate shipping and we will be adding the free items to it. I want to make this REALLY special, so the first few people that place an order with this "Anabolic Minds" in the comments, I will put in some full serving sized freebies by other companies that are listed here as sponsors. I know that we have had our finger off the pulse for a little bit but we really want to make a solid push to reward you guys for giving us another look. THANK YOU!!

We are already building a crazy stupid Easter newsletter. NutraPlanet Deals will Rise again!!!
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I placed an order a few weeks ago. Haven't received yet. Called and left voicemail, no return call.
Emailed, no return email.
Invoice ID: NP543820

Please assist if possible.
 
I placed in order back in January and never received it, sent numerous emails and voicemails and did not receive one reply or call. My order number is: NP540455 any help would be very much appreciated.
 
Hi, CM79!

I'm with a problem with an order I made.
Sent an email and a PM for NutraPlanet15.
Both answered me: "Checking this for you..."
This was 2 weeks ago...
I replied asking for news, and no answer...

Can you help me?
 
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