4allvitamins very late order Internet
On July 2, 2008 I placed an order with 4allvitamins. I waited till July 11 and called to find out where my order was and my account was charged. The person said that one of my items was on backorder so they would upgrade my shipping and put in some free samples. Then July 18, I emailed and left a phone message asking where the order was.
Finally on July 21, 4pm their time I called again as they did not think it important to get back to me . They said they were still waiting on that one item. So, I said cancel that item and send the rest of order to me. I then asked how long was it going to take now? They said 7 days so I said go ahead and take money off order and send it the fastest way. They said ok but never said they were sorry for all the stupid service and trouble I endured.
Ronald
woodlake, California
U.S.A.
1 Updates & Rebuttals
4allvitamins Ceo
Clifton Park,New York,
U.S.A.
Help Us Improve
#2REBUTTAL Owner of company
Mon, August 11, 2008
Hello Ronald and thank you for your comments. I am the owner of 4AllVitamins LLC and I found your report during my periodic customer service checks on the internet. I would like to personally apologize for your bad experience with my company. I am saddened by your comments, but I can't understand why you felt it necessary to slander my company's reputation on so many web sites. We currently have a 99.8% positive feedback rating. You can see from our homepage that we receive comments from many happy customers every day. Surely, we did not deserve such harsh words. We are committed to providing the best service possible and I would sincerely appreciate your help to improve.
However, I would like to make sure that we have all the facts on the table so that everyone can understand our perspectives. First, thanks for your order on 7/2/2008! You should have received a confirmation email with a link to check your order status at any time. In addition, our web site displays real-time stock information about our products. You should have known that an item was backordered before you placed your order. Our records show that we also sent you an update about the backorder status the very same day you ordered.
We do our best to have sufficient stock on hand in every case, but unfortunately Garden of Life had some unusual, unexpected delays in getting replenishment items to us. This is not normal, but it is out of our control. We would have loved to ship the other items in your order to you in the meantime, but we cannot partially ship items and keep our prices so low. We make sure that we have the lowest prices on the net for our products. Also, we only charge $4.99 for economy and $8.49 for expedited shipping service - no matter how much your order. Are you aware that with USPS's latest rate increase, 1lb. Priority Mail service costs $4.75 (with commercial discount)? This does not even include packing material and handling time. Your order weighed much more than 1lb. Splitting it up was not feasible. This is clearly stated on our shipping policy page.
We did receive your voicemail and email on 7/18/2008 and we responded on the very next business day (Monday, 7/21/2008). Is that unreasonable? Most of our customers are very happy to get a call back so quickly. Forgive me, but based on your own report, it sounds as if we did everything we could to help. We responded promptly when you called and we even offered samples and a shipping upgrade at our own expense.
Please help me to improve our customer service. How can we change to better serve you in the future? Thanks again.