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Complaint Details
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Initial Complaint
07/08/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
On July 7th, 2024, I was billed by Pendulum for $274.00, for an order that I didnt not initiate . I did not receive an email or text regarding subject charges , only notice was my account - pending , debited $274.00. Given the extensive posted complaints by consumers on the internet , social media & this better business bureau website chronicling Pendulumlife.com aka pendulum ******************************* charging numerous unauthorized charges - which they claim to be the result of inadvertent reorder set up which is unequivocally false , because many of the fraudulently charged consumers ( like myself ) paid the higher price ( not subscription price )this is a deceptive trade act . Most troubling & despicable is this scheme of unauthorized charges is always for multiple products and the response is the stone wall , telling you that eligibility for reimbursement must be determined in multiple days . I received no email , I have not account accessible and this nefarious company has my credit card on file .,which they are indiscriminately abusing . I was willing to give their new product a chance and order hundreds of dollars in their pride in June - but it wasnt for me now they violate my trust and waste my time attempting to seek a reimbursement ? Very scary ingesting something in your body from people who have the lack of integrity and honesty of Pendulumlife.com ! If a company will unauthorizedly charge your credit card and stonewall you to make money should people believe them regarding what they claim is in their supplants , which consumers are putting in their body ?I am not waiting on an unscrupulous company to reimburse at that leisure , this will be rectified immediately.Inexplicable in the height of the Information Age a company would do this in what appears to be systemic manner , because if you are getting what you call inadvertent orders an extensive number of times - it falls on you the company to clarify the process!
Business response
07/09/2024
Dear Mr. ********************* you for bringing your concerns to our attention. We appreciate the opportunity to address your recent experience with Pendulum.
After reviewing the details of your account, we found the following:
Subscription Agreement: You signed up for a subscription with Pendulum on June 8, 2024. The agreement included clear terms regarding the renewal process:
"I understand that I'm agreeing to a subscription. It will renew at the price and frequency listed until it ends or is cancelled."
Checkout ID: **************
Timestamp: Sat Jun 08 2024 02:59:18
Email: **************
Discount and Free Shipping on Initial Order: As part of the subscription, you received a discounted price on all items purchased in your first order, as well as free shipping.
Notification of Upcoming Charge: An email notification about the upcoming charge was sent to you on July 2, 2024, at 05:45:49pm PDT.
Customer Contact and Refund: You contacted us on July 8, 2024, after the order had already been processed and could not be cancelled. In response to your continued concerns, we have processed a refund for the charge in question.
Subscription Cancellation: To prevent any future charges and address your concerns, we have cancelled your subscription.
We apologize for any frustration and inconvenience this situation has caused you. We are committed to improving our communication and processes to prevent similar issues in the future. We value your feedback and trust in Pendulum and strive to provide the best possible service to all our customers.
If you have any further questions or need additional information, please do not hesitate to reach out.
Warmly,
*********************************
Customer Support Manager
**********************Initial Complaint
06/18/2024
- Complaint Type:
- Delivery Issues
- Status:
- Answered
I ordered one product from this company 1 time. Then I cancelled. They have now charged me twice via my PayPal for product I didn't order and didn't receive. They claim they have no record of me but I have a screen shot of the charge and my bank records also show that charge. They are blatantly stealing money from people.Business response
07/02/2024
Dear ****************,
Thank you for bringing this matter to our attention. We sincerely apologize for any inconvenience experienced by ***************************. We have reviewed the details of her complaint and would like to provide clarification and resolution.
******************** signed up for our membership service with an initial order on April 19, 2024. The terms of the subscription were clearly stated during checkout. Her second order was processed on May 19, 2024, and upon her request to cancel, we promptly refunded this order. Her third order was processed on June 19, 2024, and after she reached out to our team, we refunded this order as well and canceled her subscription to prevent any future charges.
To summarize, we have taken the following actions to resolve this matter:
- Refunded the charges for both the second and third orders.
- Canceled her subscription to prevent any further charges.We believe this addresses the issue raised in Ms. ********* complaint. Please let us know if there are any further actions required on our part. Thank you for facilitating the resolution of this matter. We appreciate your role in helping us maintain good customer relations. Should you need any additional information, please feel free to contact us.
Best regards,
***********************
Sr. Director RevOps & Customer Experience
**********************
******************************************Initial Complaint
02/09/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
Pendulum billed me ************************************************************************ My last order was only for 1 product back in Nov 2023 and was paused. On Feb 9th they reactivated a bundle of 3 products which I never received prior or requested and after contacting them they refused to refund me the money even after I offered to send these product back once I receive them.Business response
02/20/2024
This customer contacted our ************* team directly and it was determined that they had inadvertently set up a duplicate subscription account for ********************** products. The customer has been refunded for the duplicate fees.
The full transcript of conversation with the customer, and the refund invoice are attached in the *** file here.Initial Complaint
03/22/2022
- Complaint Type:
- Product Issues
- Status:
- Answered
I ordered a probiotic named Glucose Control in November 2021, and signed up for a subscription service for monthly deliveries. cost was $165.00/month. it was to help lower my A1C (lab value). they asked me to try it for 90 days, if it did not lower my A1C , they would refund my money. in February I contacted them for a refund. It did not lower my blood sugar level, and they supposedly refunded my money. but My credit card and bank who holds the card never received it. I did not get a copy of the transaction, just an email that said I was issued a refund. I have contacted the company to request where the refund was sent to.Business response
03/23/2022
Hello *****,
My apologies for the delay in issuing a refund to your credit card. I understand that there were some issues with the card that prohibited the refund being processed as per the usual process.
I can confirm that our ************* agents followed through with an investigation and that as of 3/22 a check has been mailed to your address for the $495 refund that is due.
As always, please feel free to reach back out to us at ************************************ if you have any other questions or concerns.
Best,
***********************
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Get a QuoteCustomer Complaints Summary
4 total complaints in the last 3 years.
3 complaints closed in the last 12 months.