ComplaintsforSalutoceuticals LLC

• Initial Complaint

  06/05/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  Placed 1st order on 4/22/24. Returned by post office for missing address which I had initially provided all. 2nd order placed 4/30: Order ****** Not received 3rd Order placed 4/30: Order ****** Not received 4th Order placed 4/30: Order ****** Not received 5th Order placed 5/6: Order ******. Two bottles received. Now want to return 2 bottles.No paper work was in box with order No answer to 5 phone calls, two emails to get instructions of how to return bottles.Moneyback guarantee is stated on website.

  Business response

  06/05/2024

  Hello, 

  I spoke with ***** 6-5-24 regarding her request to return the products. All orders she has placed have been requested for refunds. We have all the documentation to provide. She emailed twice on 6-5-24 with two requests to return product, order numbers 

  Hello, please tell me the process to return 2 bottles of Sleep Remedy. Order number: ******

  My response: Hi *****,
  
  
  I hope all is well! I am sorry to hear you are interested in returning the Sleep Remedy. 
  
  We can accept returns within 60 days of purchase and if they have been unopened/untampered. We cannot accept opened products. 
  
  We can refund you for 1 bottle of order number ******. Note and see the screenshot, there was 1 bottle placed under this order number, not two.  (I refunded this 6-5-24) and called her and explained we could not take the used bottles back. She could dispose of them. I told her I have refunded her for the product. 
  
  I see where we refunded you for a shipment of 1 bottle order ****** May 1st. (I attached the screenshot of transaction) She was refunded with no ask to return it, as it was used. 

  I will process the refund for order ******. It may take a few days to show up on your card.
  
  Is there a reason you would like to provide for returning the products? We like to get as much feedback as we can from our customers so we can continue to improve.
  
  Thank you!
  *************************

   

  I responded to her next email that was sent the same day: 

  Her email: Please tell me the process to return order ******, ****** or ******.

  My response: 

  Hi *****,
  
  I just emailed you, and then I saw this email. Apologies for receiving 2. 
  Our system is showing that order ****** was cancelled, refunded, and unfulfilled. 
  
  
  (Screenshot provided) 
  
  Order ****** was already refunded, and I just refunded ****** moments ago. 
  
  If you would like to return the products please mail them to the following address and include your name inside the package. We do not provide return shipping labels. I apologize for the inconvenience. 
  
  MACPAC FULFILLMENT: 
  Attention ********************** Sleep Remedy
  ***************************************************************

   

  After I sent these emails, I called her and spoke with her explaining she didn't need to send them back because they were opened and we didn't provide shipping labels for returns and there was no need to pay for shipping for product that would just be discarded, and she understood and was receptive. 

  Every order she has placed she has asked for a refund. And we have provided her with a refund every single time. We have all documentation and we are happy to share it all. I have more screenshots to share, but I cannot upload the rest. 

   

  Thank you and please feel free to contact me at ************. 

  Best,

  *************************

  ********************** Sleep Remedy Team

   

  Customer response

  06/06/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *************************

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