Beachbody.com Beachbody, LLC, Processed credit card order without my approval or submission Beverly Hills, Internet
I decided to go to their website and add the kit to a cart to see what the total was going to be with shipping and taxes. I actually began the checkout process and as Im beginning I can clearly see by the tabs on the page that my checkout process is 2 pages away from order submission. Im suddenly at an upsell page and as Im sitting there pondering the upsell, I decide that Im going to think about it more thoroughly and that Ill go ahead and complete an order at a later time. I close the browser and go back to work. Here is where it gets interesting.
A couple of hours go by and suddenly my email inbox shows a lovely, just received Order Confirmation email from P90X. At this moment I had two choices, just accept it and be glad that Im getting the system, albeit in an unconventional way, or see this for the unethical thing that it is and get in touch with the folks at Beachbody, the makers of P90X. I of course choose the latter, so I head back to the website and heres the lovely chat I had with one of their customer service reps, who are obviously working on pure commission. Needless to say I will not be ordering P90X from their website but will instead find one on ebay.
Chat Transcript 01/06/2011 12:33 PM
[12:14:34 PM] Thank you for contacting Beachbody, my name is Sam Manuel.
If at any time you feel youre not receiving excellent service or feel
unsatisfied with what I am doing, please let me know immediately and I
will do all within my power to accomplish your request. How may I help
you?
[12:16:46 PM] Carlos ****: Sam just a quick concern, I was on the site
earlier looking at ordering the P90X system and I went ahead and added
it to the cart to see how much the total would be. I got to the cart
summary page telling me what the total was, with tax, shipping etc and
then I closed the browser without going on to the next pages, the
confirmation and submission. Now suddenly I get an email two hours later
telling me my order confirmation, whats up with that??
[12:17:42 PM] Sam Manuel: Let me check your account and assist you further in a better way.
[12:17:45 PM] Sam Manuel: Can you please verify the following information so I may locate your account?
-Billing Name (first and last)
-Billing Address
-City, State, & Zip code
[12:18:08 PM] Carlos ****: Carlos ****
[12:18:15 PM] Carlos ****: ############
[12:18:19 PM] Carlos ****: Palmdale CA 93552
[12:18:34 PM] Sam Manuel: May I have your phone number and email address with which you have placed the order ?
[12:18:48 PM] Carlos ****: ###-###-####
[12:18:53 PM] Carlos ****: (((email redacted)))
[12:19:00 PM] Sam Manuel: Thank you for providing me with the required
information. Please give a minute while I look into your records.
[12:19:39 PM] Sam Manuel: May I know did you placed an order through Beachbody.com?
[12:21:13 PM] Carlos ****: Yes I was on beachbody.com but like I said,
I got as far as the first upsell with the chin-up bar and stopped
there, just closed the browser after that.
[12:21:29 PM] Sam Manuel: May I know which program you have placed?
[12:22:08 PM] Carlos ****: p90x
[12:23:13 PM] Sam Manuel: So you need only the P90X Basic Dvd program with 3 monthly installments?
[12:24:42 PM] Carlos ****: The issue right now is not what I need
cause it apparently got processed already, Im trying to figure out how
the order got processed when I didnt even submit the order for approval
[12:25:23 PM] Sam Manuel: Once you hit the submit order button. Your order will be processed.
[12:26:55 PM] Carlos ****: I told you I didnt even go past the first
upsell, I could see that there were two more pages after that, a
confirmation page and a submit page but I didnt even go past that, I
just closed the browser
[12:28:36 PM] Carlos ****: How the heck did you guys process my order without me even submitting it for process?
[12:28:56 PM] Sam Manuel: I am sorry for the inconvenience caused while placing the order.
[12:29:14 PM] Sam Manuel: I have canceled your transaction. Web information can take 2-4 hours to
update, so please be advised that you may still receive an email
confirmation of this order. Rest assured that I have placed a stop
billing request and the order will not be charged. I sincerely apologize
for this inconvenience and will follow up with your confirmation of
this cancellation within 24 hours.
[12:29:43 PM] Carlos ****: thank you!
[12:30:56 PM] Sam Manuel: Are you satisfied with the customer service you have received today?
[12:32:01 PM] Carlos ****: yes
[12:32:08 PM] Sam Manuel: Im glad to know that you are satisfied with
my customer service. With your permission can I end the conversation?
[12:32:35 PM] Carlos ****: yes
[12:33:15 PM] Sam Manuel: Thank you for chatting. Good luck with your
fitness goals! And dont forget to visit us at http://www.beachbody.com
[12:33:16 PM] Carlos **** disconnected (Concluded by Agent).
2 Updates & Rebuttals
Pav
Collegeville,Pennsylvania,
United States of America
Just a (former?) customer's input
#3Consumer Comment
Fri, January 07, 2011
I ordered a box of Shakeology packets from Beachbody - ordering it from their website. I'm guessing I left the check in the checkbox for 'auto replenish' each month. So, a month later, I got another box of Shakeology packets. They're not bad. They're a meal replacement shake with vitamins/minerals. But they are expensive. Midway through the first month, I went to GNC for a cheaper version ofa meal replacement. I found it. Fewer vitamins/minerals than Shakeology, but about half the cost (per oz).
When I received my second month's supply of Shakeology, I called to (1) cancel future shipments and (2) get a Return Authorization number. Customer service was suprisingly good. Sure, he tried to tell me that Shakeology has the akai berry, etc. Ok - that's his job. But, about a week after returning the box, I saw the correct debit on my credit card (I ended up paying for shipping both ways).
While I've gotten poor customer service many companies, this one stands out as one with GREAT customer service. Their products are expensive; I knew that going in. I'm guessing I missed unchecking the checkbox; that was my fault. But if GNC didn't have a cheaper alternative, I would continue buying Shakeology mix from Beachbody.
Beachbody Customer Service
Santa Monica, CA 90404,California,
United States of America
Beachbody credit card processing.
#3UPDATE Employee
Fri, January 07, 2011
My name is Curtis and I work for Beachbody Customer Service. After reading complaints about our company Ive personally set out to try and help solve these problems. I understand how frustrating it can beespecially when its about your finances! Anyone with problems please feel free to email me at custassist@beachbody.com. Please be patient if I have not responded within 24 hrs as I am the only person checking this email address. This means that you will not have to deal with more than one agent in regards to your account. Beachbody is a wonderful company with GREAT products. I look forward to helping solve any problems you may have.