- Report: #985849
Complaint Review: TheCatalog.com c/o Health Genesis Corp - North Miami Florida
Reported By:
shangbaby -
Van Nuys, California, United States of America
Submitted:
Updated:
-
Author Confirmed
Why?
TheCatalog.com c/o Health Genesis Corp
13275 NE 16TH AVE NORTH MIAMI, FL 33161 USA North Miami, 33161 Florida, United States of America
Phone:
1-877-342-5217
Web:
thcatalog.com
Categories:
Business Rating:
(0)
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TheCatalog.com c/o Health Genesis Corp c/o Health Genesis Corp took my CC# information, but didn't process the order, and didn't communicate why. North Miami, Florida
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I place an order on 12/12/2012 on thecatalog.com for NOW FOODS ESSENTIAL OILS. The amount of the order came to $88 and some change. I have placed orders online before at other online stores such as Amazon.com, walmart.com, 100% Pure Essentials, etc. with confidence and did not forsee this would be any different. It had all markings of a legitimate site...or so I thought. I noticed that the common time it takes between order placed and order received has passed and decided to look at my order status online. To this day my order has been "Processing" with no explanation or communication as to why and what the next steps are to resolve the issue (if any).
I have an issue that there was no immediate feedback from the online site that something went wrong with the transaction if it was my details that were not correct (but I double checked and they were correct).
I have an issue with the lack of communication in writing either by USPS or email that processing was either attempted or not attempted and what the issue was for non attempt or unsuccessful attempt and lack of notification of what next steps were/are/is.
I have a problem that when I made the following attempts to try and get someone to attend to my issue:
12/19/2012 on their live chat that has been offline for a week.
12/20/2012 calling the 1-800-595-6593 leaving a voicemail for a call back and still no email response nor a call back phone call acknowledging the receipt of the message.
12/22/2012 I called again, not knowing that they are not available on the weekends. It doesn't say what their hours of availability are on the landing page of their website. You have to go hunting for it.
I have requested that my order be cancelled. And again no response.
I have an issue that there was no immediate feedback from the online site that something went wrong with the transaction if it was my details that were not correct (but I double checked and they were correct).
I have an issue with the lack of communication in writing either by USPS or email that processing was either attempted or not attempted and what the issue was for non attempt or unsuccessful attempt and lack of notification of what next steps were/are/is.
I have a problem that when I made the following attempts to try and get someone to attend to my issue:
12/19/2012 on their live chat that has been offline for a week.
12/20/2012 calling the 1-800-595-6593 leaving a voicemail for a call back and still no email response nor a call back phone call acknowledging the receipt of the message.
12/22/2012 I called again, not knowing that they are not available on the weekends. It doesn't say what their hours of availability are on the landing page of their website. You have to go hunting for it.
I have requested that my order be cancelled. And again no response.
1 Updates & Rebuttals
Health Genesis
Opa Locka,Florida,
Health Genesis DID deliver the order in a timely manner.
#2UPDATE Employee
Thu, December 19, 2013
Contrary to the report listed, the customer SB did receive the products ordered.
At the time the order was placed, Wednesday December 11th at 7:02 pm, an order confirmation email was sent directly to SB's email.
SB's order was placed on 12/11 (evening) and delivered 12/24, this corresponds perfectly with our order time-frame as listed on our Shipping Policies page, as we require 48-72 hours to process the orders and shipping is 5-7 business days within the US.
SB's order was not delayed nor did it arrive damaged. This order shipped from Florida to California. This took about 5 business days. This is the standard Ground delivery time-frame.
This report is lacking information: it has not been updated to show that SB DID in fact receive the package ordered. This report has incomplete information as it was filed on 12/22 and the package was delivered 12/24. Furthermore, our Customer Service department DID in fact respond to SB's email on 12/24, the day the package was delivered.
We pay close attention to our customers and their feedback, this is very important to us. Therefore, due to this complaint, we completely re-vamped our customer service department in order to better serve the needs of our customers and their inquiries.
We want to make a few things very clear:
• Our Live Chat is available M-F, 9:00-6:00 EST. Even when it is offline, it sends an email message with the question.
• All voicemails are always responded to in a timely manner. We are able to be reached via 1-800-595-6593 or 305-861-0898, both numbers filter to the same voicemail box that is check multiple times a day.
• Our website states our contact information on our Contact Us page.
• We DID process SB's order and shipped it in a timely manner.
• We did NOT scam or intend to deceive any consumers.
• We do NOT collect credit cards for nefarious purposes (as incorrectly insinuated in the title of the report).
• We are a serious company that has been in business for over 16 years with thousands of happy customers.
A little bit about us: Health Genesis is a company based in Miami, FL that is over 16 years old. We are a legitimate company selling vitamins and supplements. Through one of our websites, TheCatalog.com, we are worldwide distributors of NOW® Foods Products. TheCatalog.com is a division of Health Genesis Corporation. We are located in Opa Locka, Florida, USA, and since 1997 we have selected the most qualified chemists, doctors and bio-engineers to bring world class quality and purity into each nutritional supplement we promote. Our Mission is to favorably contribute to nutrition and health through development, production and marketing of natural products with the utmost in quality. We offer the highest quality products at the lowest possible prices.
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