ComplaintsforBlackstone Labs, LLC

• Initial Complaint

  12/04/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Hello, Purchased a $1,625 order from Blackstone Labs through a rep - they sent an invoice for me to pay. This was for: 2 X ELITE DHEA 2 X PRE WORKOUT STACKS 2 X RECOMPRX 2 X TROJAN HORSE And some others. My order arrived December 2nd without a majority of the DHEA stacks, 8-10 items missing in total. I contacted my rep who said they would pull the security footage and get back to me. Next day, December 3rd they said the video showed them package everything. The video was sent to me but this did not show my box, my label, my name etc - just SOMEONE order being packaged. Clearly wasn't"t mine as I did not receive anything. The customer service rep just went to proceed and say that they are not liable or responsible for orders seized by customs - but the package was not inspected nor opened by customs, let alone any items seized. I received 1/4 of my actual order - the rest were missing, this should not be scapegoated by their TOS. Blackstone Labs is refusing to do anything.

  Business response

  01/12/2022

  Business Response /* (1000, 5, 2021/12/07) */ The customer was notified that we had evidence his order was packaged and shipped correctly. All of our orders are timestamped as to when they are packed with video footage. All of the items are correctly taped and placed in the box. Any missing items would be the result of customs interference, but as the customer admitted customs did not tamper with his package. Our terms of service for international orders is clear that we are not responsible for items held or seized by customs. I have included below, timestamps of our pick / pack software, video footage of the package being shipped with a timestamp of the appropriate time, and an order summary showing the items contained within the order. Consumer Response /* (3000, 7, 2021/12/07) */ (The consumer indicated he/she DID NOT accept the response from the business.) There's no time stamp or identifying information on the package itself - nor is there any proof that is indeed my package, sure, it is a package, that looks like it has most of my order (or all) but that could also be anyone else's same order. The ToS are also not clear in the site, it is hidden within "privacy policy" but not directly on the site. The purchase was made through an invoice sent, aside from that, where ToS were not displayed for me to review and confirm nor did I agree to the ToS. The business keeps claiming they're not responsible for items seized by customs but Customs confirmed they did not search, inspect, nor confiscate any items from that order which would indicate that they were never shipped. Business Response /* (4000, 11, 2021/12/28) */ We have nothing further to add. This is a clear cut case of a product being shipped correctly on our end with provided evidence. The customer can file a police report if they believe items from their package was stolen while in transit.

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