ComplaintsforContours Rx, LLC

• Initial Complaint

  10/11/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I placed an order online which was billed to my credit card the next day on October 5th for $37.90. I have made several attempts n their web site to find my order, but there is not a suggested place to find an order on their web site so I contacted by their support email. I have not received confirmation of my order or a ship gate or a way of tracking and as of October 11th, they have again ignored my request for this information. I did learn however that if the pkg does arrive at some point and I decide to return it unopened they will charge a $5.95 restocking fee. after charging over $7 for shipping to me which should be a very light pkg. I do not trust this company and want to know if it has been shipped and why I have been billed before I received any confirmation. I will returns it if it arrives and under the circumstances I will require a full refund

  Business response

  10/14/2021

  Business Response /* (1000, 5, 2021/10/14) */ We have been in constant contact with this customer. Her order was placed on 10/6/21 and shipped out on 10/7/21. Last updated by the carrier on 10/14/21, XXXXXXXXXXXXXXXXXXXXXXXXXX. This customer was provided with numerous correspondence as to her order confirmation, her tracking and several others. The customer became very verbal and irrate with us. We have included the warehouse tracking report, tracking number, and our correspondence with the customer. Since her product is in transit we cannot cancel the order. We have a 30 day return policy from the receipt of delivery of the product. Here is our full policy: https://www.shopcontoursrx.com/terms.html. This customer has been provided with all options. Consumer Response /* (3000, 7, 2021/10/15) */ (The consumer indicated he/she DID NOT accept the response from the business.) I placed the order on October 4th and they billed my credit card on Oct. 5th so once again they are lying.I didn't get a confirmation so I went on their web site and there was nowhere to click and find my order but I found and email address of *******@contoursrx.com and the following days sent 3 emails inquiring about my order with no response so yes I became very angry because I was so afraid I had been scammed and had to contact my credit card company and change my profile and password. I continued for days attempting to find something to help me and found another email address of ****@contoursrx.com -I finally got a response after I explained about my credit card situation and that I had reported them to your organization. I was told that they had not received any emails to their support email and that they had sent a confirmation but it came back to them. Yes they have been communicating back and forth with me and attached what they claimed is a confirmation that they sent that didn't make it to me, but it was completely blurred and such a small text that it was not readable and as hard as I tried, I could not expand it. They also attacked my order which was the same way. I still have these and can provide copies as truth of what I am stating. I was not dealing with the same person each time I responded to them and I soon realized that the person before was not fully reading what I was stating so I became very frustrated and accused them of brushing me off and lying. I could read the tracking number so tracked the pkg and that too was difficult to follow and it definitely looked like it had not yet left the state from where it was shipped from. They told me this all happened because I ordered from one of their affiliates. I was unaware of that because it had their name, but it should not make any difference and I have been battling this since Oct. 5th when I saw they had billed my credit card for $37.90 and I have not yet as of today received the product which was too late many days ago I told then I would return it but have no idea where to return it if it did not come from them and again they ignored it because they are not reading my emails, and different people are handling this. They only told me they would deduct the shipping to and charge a restock fee totaling $11.90 They claimed that standard shipping is 5-14 days That is standard business shipping for any orders online, with any company. Once again they lied, this was from the final person who responded. Because of Covid19 and the fact I'm high risk at 79 years of age and have stage 3 chronic kidney disease, I have been doing most of my shopping on line for the past 18 months, even having my mediations delivered and my groceries delivered from our local supermarket. That statement they made is another bogus one because never have any of my orders taken 5-14 days no matter where in the states they come from. I have requested they have no right to charge me a restock fee after the anguish they have put me through and never has any company ever charged a restock fee if something needs to be returned. I have every right to show my anger when a company I'm trying to communicate with does not read what I'm trying to convey and keeps blaming everyone else for their poor customer service by lying. ********** ****. One of their responses they chose to spell my name ********* She also attached their policies claiming it was on their affiliates website but still didn't tell me who they are and the text again was blurred and so small it was unreadable. I have spent days and countless hours and I don't deserve to be treated this way! Business Response /* (4000, 10, 2021/10/21) */ The customers order was delivered on 10/15/21, https://tools.usps.com/go/TrackConfirmAction?qtc_tLabels1=XXXXXXXXXXXXXXXXXXXXXXXXXX. The order was shipped out of our warehouse on 10/7/21 one day after the order was processed which was on 10/6/21. This customer took 5 business days to arrive. The customer is in possession of her order if they would like to return their order for a refund they would need to follow our policy https://www.shopcontoursrx.com/terms.html. The order needs to be returned unopened and unused due to hygienic purposes. We have 23 emails back and forth with this customer. Consumer Response /* (3000, 19, 2021/11/12) */ This is regarding case XXXXXXXX which I understand was closed. I now have another issue with this company. The small envelope finally arrived too late after 10 days....The company stated I ordered from their affiliate which was unknown to me because it all looked like their web site and after many emails asking for the name of this affiliate so i could find my order number and contact them were ignored which lead me to your web site. The return address on the envelope the same as Contour RX has on their website. I again contacted them several more times asking the name of the affiliate so I could return the unopened envelope, again they ignored. As the 30 day retune policy was running out I had no choice but to return to the address on the envelope ** *** ***** ******** ** XXXXX from whence it came. I have already sent the tracking history to them and to BBB, here it is again Tracking number XXXXXXXXXXXXXXXXXXXXXX Delivered October 25, 09:14AM Savannah, GA It arrived within the 30 day return to the only address I had. If they claim I don't get a refund because I didn't send it to their affiliate, I've stated numerous times I have no record of who this affiliate has and numerous requests from me to Contour RX which I are on record were ignored so they have tried their best and succeeded in taking my money and denying me any help and BBB had no choice apparently to accept their actions and lies. It has now been 15 days since they received the unopened envelope and they have the full tracking history and my 2 emails asking when I can get a refund have been once again ignored. Anyone can see that this company is a shameful example of online deceitful stores. They have no cause whatsoever to treat a consumer in this manner and keep my money. I apologize for bothering you again, but you need to know. ********** **** Thank you Business Response /* (4000, 21, 2021/11/12) */ Hi, Per our continued correspondence with this customer. She has been refunded minus S&H which is stated in our policy. We did not charge this customer a restocking fee. We have attached proof of refund as well as correspondence. We have continuously kept contact with this customer and have met all of her continuous demands. We shipped her order within a day and her item was received in a timely manner. We are sorry that she continues to be unhappy with her order. If she has a change of heart we would be happy to issue her a discount code that she may use towards her next purchase. Please let us know if we can provide you with any more information. Consumer Response /* (3000, 23, 2021/11/12) */ Strangely, ContourRX finally responded with a quite different attitude than their beginning untruthful attitude since I contacted you once more and they have refunded me minus the shipping cost but didn't charge a restocking fee as they had previously said they would, all of which proves to me that I was correct and they were lying about many things. This entire transaction to this point has taken 37 days, which could have been cleared up very quickly and normally as most other companies would have done if they had only told the truth from the start. Thank you for attempting one more time to ask ContourRX to take responsibility for the errors in their processing of orders and returns and for lying about it all along. ********** ****

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