ComplaintsforPlexus Worldwide LLC

• Initial Complaint

  06/19/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I cancelled a membership with this company in 2020 but they have been charging me ever since. *** asked for a refund but they will not give it.

  

  Business response

  06/21/2024

  To whom it may concern:

  Plexus appreciates the opportunity to address this concern. Our records do not indicate contact was made prior to 6/19/2024 to request cancellation and refund. 

  We have provided a refund for the previous year as an exception. If they complainant does have confirmation of contacting Plexus regarding cancellation and refunds on the account, we would be happy to review. 

  Again, thank you for bringing this to our attention. The account has been closed and refunded the 2023 annual membership fee. The refund should appear within 5-7 business days depending on their financial institution. 

   

   

• Initial Complaint

  06/19/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On June 9th ************************************************ completion to DELETE my account to ******************** as a customer and ambassador. It has been ten days and my request has gone uncompleted and there has been zero communication. Requests are completed by employees who overview them. I feel they are intentionally postponing my account deletion for self serving monetary gain.

  

  Business response

  06/26/2024

  To whom it may concern: Plexus appreciates the opportunity to provide resolution for the complainant. The account listed below has been terminated per request. 

  *************************
  Terminated
  ID# *******

  Again, we thank the complainant for bringing this to our attention. 

   

  Customer response

  06/26/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  ***********************
  
   
  

• Initial Complaint

  06/07/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I contacted Plexus on June 4 requesting to cancel my account/subscription for the Triplex. It made me feel like garbage. I told them I did not want to be charged for more product or a membership fee. The representative (*** was the name) said my request had been submitted and my account was closed and I would need to mail back the rest of the product that was left, in order for my refund to be processed. I was told after they received the returned product I would be refunded in 5-7 days. I was told I would receive a shipping label via email. I never received the label, I contacted Plexus again on June 6 requesting my shipping label. Was told by the rep ***** that it was taking longer than expected to figure out why I hadnt received it- I was told it would be followed up on and I would receive an email. I still have received nothing. I have copy of the live chat messages showing where I was told Id receive the label.

  

  Business response

  06/07/2024

  To whom it may concern: Plexus is happy to provide a full refund and cancel this account. The complainant does not need to return the product in order to receive their refund. They should receive the refund within 3-5 business days depending on their financial institution. The account is not closed. 

  Again, we appreciate the opportunity to provide resolution. 

  Customer response

  06/07/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  ***********************
  
   
  

• Initial Complaint

  05/17/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I never received my order as the company sent it to the wrong address. I have contacted both PayPal and the company, and nothing has been resolved. Post office shows it was delivered to the incorrect address. I dont live at the address that the merchandise was delivered to.

  

  Business response

  05/20/2024

  To whom it may concern: Plexus appreciates the opportunity to review and provide response to this complaint. Our records indicate the complainant did not update their address with our company until 4/29/2024, the order was placed on 4/28/2024. We have been advised that the complainant initiated a chargeback with their financial institution. They will need to have that reversed with their bank in order for us to provide an expedited refund. This order could have been reshipped if escalated but due to the chargeback, we cannot intervene until reversed, Once reversed the complainant can notify our team ******************************* and we will be happy to work with our refunds team on this order. 

  Again, thank you for the opportunity to provide a response to this complaint. 

  Customer response

  05/29/2024

  Still have not received my order. Still have not received a refund from the company. I checked the tracking number provided and contacted **** I was told that the package was delivered to the **** and was given a tracking number, *************************, This tracking number shows that the package was returned to the sender. I disputed the charges with paypal and Plexus accused me of being a liar. I do not appreciate being called a liar, as I am a very honest person. They said that I never emailed them either and I have proof of the sent email, as well as a copy of the tracking number and return to sender status.

  

  Business response

  05/29/2024

  To whom it may concern: Plexus appreciates the follow up and would like to advise the refunds team verified the chargeback was won by Plexus. As a one-time courtesy, we could provide a refund to the complainant but it would be via pay pal as that was used on the order. If the complainant wishes to provide their pay pal information, we can start the process. Again, thank you for your time and assistance. 

• Initial Complaint

  04/12/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  On 3/23 I woke up to an email arriving at 3:52 am about an order that was placed on my account for ******! I did not place the order and waited until customer service opened to advise this order should be canceled. At 9:24 am only 6 hrs after they sent the email in the wee hours of 3/23, I phoned customer service to say that order needs to be canceled. I had just received an order from them the week prior . I was told it was too late to get it canceled. They would email me a return label. I asked several times for them to mail me the return label since I do not have a printer. She stated they will not mail it. I queried you cannot have someone in customer service print it and put in an envelope for me since I do not have a way to print it? I was told no. I have never in about 7 yrs of ordering from the company needed to do a return/refund. When I pressed the issue after being told no several times, she finally checked with a supervisor who told her I could take it to the *** store and they would print the label for me. I was also told they couldnt get tge label to me on a Saturday it would have to wait until Monday. I was watching the order and *** did not even received the package for shipping until Tuesday! So it was too late to cancel this erroneous order at 9:24 am on Sat am but *** did not get the package until Tuesday. The return label never came from customer service. I contacted *** about my options and they said to put a note on my door for ***/**** with the tracking number stating I am refusing the package and it will be returned to the sender. I did that, but **** left the package on my doorstep anyway. I took it he unopened package to the post office on Saturday 3/30/24 since they were the last to handle the package. The post office stated since the package was unopened, she marked it Refused/Return to sender. I emailed customer service on 4/3 since I heard nothing more from them, advising of the refused package and I am disputing the unauthorized charge with my bank. No response to my email. I emailed them again on 4/10 asking them to do the right thing for their customer. I returned the unopened package, emailed them now 2yomes, no response. I have once again emailed this evening for the third time. I do not know why they refuse to even respond to my emails to customer service. I am out $317.99. This is awful.

  

  Business response

  04/13/2024

  To whom it may concern: Plexus appreciates the opportunity to provide resolution to the complainant regarding this situation. It appears the complainant has initiated a chargeback with their financial institution. In order to provide a prompt refund the complainant would need to cancel the chargeback with their bank as we cannot refund during an active chargeback. We would be happy to provide a refund on account ID# ****** and the account holder can keep the items as a convenience, however we will need the chargeback released to proceed. 

  Again, we appreciate the communication and opportunity to assist. 

• Initial Complaint

  03/22/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  The corporation is charging people exorbitant ammounts for products being sold on their website, including a $9 shipping fee per product and a $6 return fee, eliminating providing a 100% money-back guarantee, as indicated on their website. This is misleading for consumers to believe that they will be entitled to the total amount paid for the product, which if referenced for total amounts for my specific transaction totalled to $30 in shipping fees for two orders. This should not be a legal practice for sending small pill products to customers. Reference Order numbers: #********** and #**********.I am very dissassisfied with their service and choice of how to treat customers. Please contact me with any pertinent questions.V/R ****************************************

  

  Business response

  03/25/2024

  To whom it may concern:

  Plexus appreciates the opportunity to provide a full refund to the complainant for their order including shipping as a one time exception. When account holders request a refund they are assessed a $6 return shipping label fee as we are charged for that provision from the shipper. The final portion of their refund should appear within 5-7 business days depending on their financial institution. If the refund hasn't posted by 4/2/2024, they would need to reach out to their bank. Again, we appreciate the opportunity to assist and resolve this request. Their account has been closed. 

• Initial Complaint

  12/28/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I placed an order on 11/23 and when 12/23 came around and a second order went through that was more than my original, I was super confused. So I messaged the person I ordered from and she neglected to tell me that my order was recurring. I was under the impression that it was a one time order. And then I was told I have to wait for my second order to come in before I can request a refund. And the people you can talk to for that are open till 5pm but I work till 5pm. They are closed before I get home.

  

  Business response

  12/29/2023

  To whom it may concern:

  Plexus appreciates the opportunity to provide a refund to the complainant for order #********** on account #********* in the amount of $231.99. 

  This refund should appear in the complainants account within 5-7 business days depending on their financial institution. 

  The complainant will need to notify the ********************* if they wish to have their monthly order discontinued or account closed by emailing: ************************************* 

  Again, we appreciate the opportunity to resolve this request. 

   

  Customer response

  12/29/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  *************************
  
   
  

• Initial Complaint

  10/13/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I purchased a product (probio 5) in a "subscribe and save" format to get a discount. (Paid around $43). The product was terrible and when the 2nd month of the subscription showed up I cancelled my subscription. Two years later the representative I purchased from reached out to let me know my membership was renewing and I would need to fill out a form to cancel or be charged $20. I never signed up for this subscription and since the debit card I provided them had expired I thought the charge would not go through and I forgot to cancel. However I was somehow charged $20 in 2022 and again in 2023 for a membership I never signed up for based on a purchase I made in 2020. I believe the representative may have signed me up without my consent before the company was charging for memberships. When I went to the cancellation form, Plexus seemed to believe I had signed up as an ambassador which I most certainly never did because their product was terrible and made me feel sick.

  

  Business response

  10/17/2023

  To whom it may concern: Plexus appreciates the opportunity to provide a response and resolution for the complainant. 

  Our records indicate two annual membership fees charged in both 2022 and 2023 for account ID# *********, these have been refunded and should appear in the complainants account within 5-7 business days depending on their financial institution. 

  Our *** customers are charged an annual membership fee of $19.95. Unfortunately, cancelling a monthly order does not automatically cancel the *** annual fee. 

  Typically banks will automatically update a consumers payment method for recurring orders/memberships at times without notice. 

  Again, we appreciate the opportunity to respond to this submission and provide the resolution requested. 

• Initial Complaint

  09/05/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Plexus did not refund all of my purchase. I was told there would be a 6 dollar return shipping fee but the rest of my order would be refunded. Plexus kept my original shipping fees even though I was told I would just pay for return shipping and get full refunds otherwise.

  

  Business response

  09/05/2023

  To whom it may concern:
  Plexus appreciates the opportunity to provide the original shipping amount of $12.99 to the complainant as a refund. This amount should appear in the complainants account within 5-7 business days depending on their financial institution. Again, we appreciate the communication and a refund has been processed on 9/5/2023 for $12.99. The entire order will be considered refunded aside from the $6 return shipping fee the complainant was advised of. Thank you. 

• Initial Complaint

  08/06/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Ambassadors are making false claims about other products/ingredients in order to sell their products on ********* **********************************************************************************************************************************

  

  Business response

  08/07/2023

  To whom it may concern: Plexus appreciates the opportunity to address the complainants concerns. Our team is currently investigating this matter for any potential policy violation. Again, we appreciate the time taken to provide applicable information and screenshots regarding social media posts. The complainant can always send information to our Compliance Field Support Advisors for review at any time by email to: ************************************* 

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩