ComplaintsforNaomi Whittel Brands

• Initial Complaint

  07/30/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Naomi Whittel's supplements are of good quality. I have been subscribing to this company for a number of supplements for that reason. However, the company's business model and customer service is deplorable. Two products that I subscribed to within the last 6 months of this report have been discontinued. The problem is that the company does not inform subscribers of such. The products in question are ******** and Norwegian Omega-3 supplements. In both cases, no email was sent, nor was there any notification as a mailer through the ***** It was therefore incumbent upon me, a subscriber, to chase them to find out why I was not receiving the products. I just learned today (once again, through my outreach to the company customer service phone line) that the Omega-3 supplement has been discontinued. As a business owner, myself, I find this policy/practice to be utterly unacceptable. Naomi Whittel brands certainly inundate existing and potential customers with mailers through **** and with email marketing messages. It begs the question, then, as to why the Company does NOT send out mass emails to inform their customers when products are no longer available.... especially to those subscriber customers who consistently give the Company their business? Despite my previous complaint when they cancelled the ******* product several months ago, it apparently fell on deaf ears. So now, I am filing this report to let any prospective buyer know that this situation exists with Naomi ******* brands before they order or, especially, subscribe.

  Business response

  08/02/2024

  Hi ******,

  Thank you for bringing this matter to our attention. We sincerely apologize for the issues you encountered with your orders and the communication errors regarding the discontinued products. We strive to maintain proactive and transparent communication with all our customers, and we regret that this was not reflected in your experience.

  Upon review, we discovered that your email address was inadvertently excluded from the notifications about the discontinuation of these items. Normally, we send multiple notifications to keep our subscribers informed and offer alternative product options. Unfortunately, this oversight prevented you from receiving these updates.
  

  We deeply value your loyalty as a customer and appreciate your feedback, which is crucial for us to improve our processes. We are taking immediate steps to address this clerical error to ensure that similar issues do not occur in the future.
  

  We would like to make things right and offer you any additional support or resolution you might need. Please feel free to reach out to us via email and request to speak with a manager. We are committed to finding a solution that meets your needs and restores your confidence in our service. Thank you once again for your understanding, and we hope you have a wonderful day.
  

  Best regards,

  Naomi Whittel Customer Service 

  Customer response

  08/06/2024

   
  Complaint: 22066666

  
  Thank you for your response. I am afraid, however, that I am not buying this excuse about not including my email. Further, the policy was not clearly articulated as to how discontinued products are being communicated.

  In addition to the failure to inform existing customers/subscribers via email, when both of the products in my complaint were discontinued, Naomi Whittel brands posted absolutely NOTHING about such on their website. And, in the listing of my order history, there is no notation that the products had been discontinued. In other words, no breadcrumbs.... It was as if these products had never existed. The business needs to take a serious look at its policies with regard to discontinuation. 

  Additionally, for at least 2 years now, there has been a teaser on the website about a rewards program that was to be announced. Another empty promise... and this matters to someone like me, a loyal customer and single woman, who spends at least $1,000 per year. I have asked about it with a customer service *** on the phone through the years, and they are clueless. Why even post this on the site if it's not going to happen? Yet another faulty business practice. 

  While I have no complaints about products -- in fact, to the contrary -- these communication issues really sour the business-client relationship by eroding confidence. I only wish to see these types of issues resolved to restore my confidence in what is otherwise a positive experience.

  Sincerely,
  
  D *********************

  Business response

  08/09/2024

  Dear ******,
  

  Thank you for your continued feedback and for bringing these important issues to our attention. I sincerely apologize for the frustration and inconvenience youve experienced with our communication and service.
  

  We deeply regret the oversight regarding the discontinuation of the ******* and Norwegian Omega-3 supplements. Our standard practice is to notify both subscribers and one-time purchasers via email when a product is discontinued. It appears there was a failure in our system that prevented these notifications from reaching you. As previously stated, we are currently reviewing and enhancing our notification process to ensure that all customers are promptly informed about product changes.
  

  Additionally, we understand your concerns about the lack of visibility regarding discontinued products on our website and order history. We agree that clear communication is essential, and we are working to improve how we display product status and updates on our site.
  

  Regarding the rewards program teaser on our website, I apologize for the delay and any confusion this may have caused. We have been actively working on developing this program, and I assure you that your feedback will help us address this matter more transparently. I was recently brought in to oversee the Customer Experience team and am committed to ensuring that our communication policies and customer service are continuously improved. I understand that your previous experiences have not met the desired standard, but with joining the team I want to assure you that I will work diligently to correct these issues and ensure a better overall experience for our customers like you. 

  Our *********** is relatively new, and we are diligently training our staff to better handle customer inquiries and concerns. Your feedback is invaluable in helping us enhance our service, and we are incorporating your comments into our training and policy review processes.
  

  We value your loyalty and are committed to restoring your confidence in our brand. If you have any further questions or require additional assistance, please do not hesitate to reach out directly to me or our customer support team and ask to speak to the manager, I'd be happy to personally hop on the phone to properly document all your concerns as I develop a plan to make our processes better. We are here to support you and ensure your satisfaction.
  

  Thank you for your understanding and patience as we work to improve our service.
  

  Sincerely,

  Naomi Whittel Customer Service 

   

• Initial Complaint

  04/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a supplement (Berberine) in March 2024, to which I experienced a severe adverse reaction. According to this companys website, they offer an unconditional 365 day return policy. Repeated attempts to get my money refunded have been ignored.

  Business response

  04/26/2024

  Good morning,  Our 365 Happiness Guarantee should have covered this event.  

  Good day, 

  1. I have requested AP to refund the entire order.

  Please refund ******************** money today for the entire order. Once completed, please put in *****'s name so he can call and get the information for the *** (adverse reaction) for Quality Control.  NW-405889-SH

   *************************

  *************************************************
  Daytime Phone: **************
  E-mail: ****************

  2. We will need to reach out to **************** to get additional information on her adverse reactions for our QA process with FDA.  *************** manger will reach out using the phone number listed above. 
  

• Initial Complaint

  06/07/2023

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  Returned item I ordered on May 20, 2023 which was delivered to them on May 23, 2023. Still waiting for my $90.00 credit. Called them about a week ago and spoke with some one who notated all the information I gave them. Now it's two weeks and still no credit! Their advertisement says risk free 365 day happiness guarantee. Now can't even get them on the phone. It rings once and disconnects. Tried several times. Sent message. Can you help me get my refund please!! Thanks for your help. **** ******** *************

• Initial Complaint

  03/20/2023

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  Hello, On 02/16/2023, I sent the following email to Naomi Whittel Brands company regarding a refund request: "Over the course of the past year (starting on February 26th,2022), I made the following orders: Order# NW-136587-SH BP Advanced Total: $34.00 Date:02/26/2022 Order # ************ Joint Adapt Prostate Beta Plus BP Advanced Total:$76.50 Date:03/04/2022 Order# ************ Sleep Adapt Prostate Beta Plus Joint Adapt Total:$83.20 Date:04/18/2022 Order# NW-179087-SH BP Advanced Total:$27.30 Date:07/03/2022 Order# ************ (2)- BP Advanced Total:$39.00 Date:08/28/2022 I received no results using the Sleep Adapt and the Prostate Beta Plus. I initially received some slight improvement with the first bottle of Joint Adapt, but nothing with the second bottle. I initially received some good results with the BP Advanced, but after using several bottles, the effective-ness seemed to wear off. I recently became aware of your 365 day refund policy. Therefore, per your 365 day Refund Policy (which would cover all the above mentioned orders), I am asking for a refund of the cost of all the products listed that I did order ($260.00-as all orders included Free Shipping), and did honestly use per the instructions, but overall, I was NOT satisfied with these products. Please let me know that you did receive this letter. " On 02/19/2023, I received the following response: Ashley (NAOMI WHITTEL ) Feb 19, 2023, 12:19 PM EST "Due to the age of these ordersm we are unable to refund the original credit card on file with the order.  Can you please provide your ****** email address for a refund or provide your mailing address and we will issue a paper check." On 02/20/2023, I replied with this email: "Thank you for your response.  Please send my refund ($260.00) to our *** *** email address at: ******************  Please let me know when you have done so." As of 03/18/2023, I still haven't received a refund. I have sent more emails & calls,but still have not received a refund.

• Initial Complaint

  01/27/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I purchased a health product from this business 3 months ago. They have a one-year return policy. The product is defective and made me ill. I have sent the company four emails asking for information on how to get a refund and return the unused product. I even called their office, filed a formal complaint about the product, and answered questions about how the product made me sick.

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