ComplaintsforLifeextension.com

• Initial Complaint

  09/01/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Dear representatives of The Better Business Bureau of ***************, *******,I hope you are doing well in ******* and I hope that you are healthy and safe from The Coronavirus Pandemic. I have been a member and very good customer of Life ******************** for many years. I participated in some of the company clinic trials and I did several on-line surveys for them. I'm writing to you because I purchased two products from Life Extension in August. I bought some Immune mushrooms with Beta Glucans that were supposed to contain 30 vegetarian capsules. I opened the Immune mushrooms plastic container but the container has only 21 capsules instead of 30 capsules. I called the Life Extension **************** to explain what happened to me. The lady was nice to me on the phone and she understood my problem, she told me that she was going to replace the plastic container with a new one. She took my address and she told me that they were mailing me the plastic container in a few days.Another person called me from Life Extension the following day with a different story and they said to me that they couldn't send me the replacement. They wanted to give me a very small credit of only $2 but I couldn't accept,I paid $9.75 Dollars for the supplement and it is not my fault that many of the capsules were missing.They could have checked the supplement plastic container first to be sure that all the capsules were inside the plastic container.All done concerning to this matter will be greatly appreciated . Feel free to call me at my cellular phone ************ or email me at ******************* Best regards,***************************

  Business response

  09/21/2022

  Thank you for allowing us to respond to this claim. Our dedication to excellence insists that our nutritional supplements meet the highest standards and criteria. We want our customers to be happy with their purchases and as such, have a very liberal return policy.  If a customer is unsatisfied, they can return their purchase within ***************************************************************** credit their account.  Due to our liberal return policy, we also have processes in place to restrict accounts who have abused our return policy.  We take these claims seriously and review each of them to ensure we are meeting the high quality standards we have in place. We attempted to explain that after reviewing their account, we would only be able to offer a partial refund at this time and that we will not be sending a replacement bottle.  We have also made attempts to call the customer but the voicemail has been full.       

  Customer response

  09/22/2022

   
  Complaint: 17809066
  
  I am rejecting this response because I'm not abusing anybody. They were capsules that were missing from the bottle and the representative who I spoke apologized to me and told me that they were going to send me a replacement bottle to replace the capsules that were missing, I can't accept just a partial refund. It's not my fault of the manufacturer error. This is not right from Life Extension to act like this.
  
  Sincerely,
  
  ***************************

  Business response

  10/11/2022

  Thank you for taking the time in allowing us to review this claim. 
  
  On October 18, 2016, this account was flagged due to their excessive returns.  Upon review, we found that this customer claims that items are either missing capsules/tablets or ineffective.  Prior to the account being flagged for their excessive returns, if the customer complained about missing capsules/tablets in a bottle, a full bottle replacement had been sent.  Also prior to the account being flagged for their excessive returns, for items the customer claimed were ineffective, they would purchase the same item shortly after receiving their refund.
  
  Since the restrictions have been in place in 2016, the overall trends are still prevalent in their returns history and we have historical accounts showing the customer has continued to make these same complaints to which partial refunds have been processed in the past for the value of the missing capsules/tablets.  
  
  We also recognize that charge was disputed through their payment processor and we did not fight this chargeback, therefore the customer was refunded.  

  Customer response

  10/13/2022

   
  Complaint: 17809066
  
  I am rejecting this response because I didn't complain about all the products that I purchased. I only complained about the ones that didn't help me. I'm not the only person who has problems with Life Extension,I saw other complaints about other consumers from *****************. I will check with PayPal if there is any refund. I have a video -conference project in the afternoon, I will respond to their message later. They were ignoring my phone calls and email messages many times.
  
  Sincerely,
  
  ***************************

*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. ↩