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ComplaintsforCera
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Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
04/10/2023
- Complaint Type:
- Product Issues
- Status:
- Answered
I purchased the Cera***** *** ***** **** ********* ****** ** ***** ****** ** ***** ** Cera Products included a sample of the oral hydration powder in the box. I tried the sample and immediately did not like it because it tasted like saccharin. I emailed Cera Products, left voicemail messages for them, but they have not responded in several weeks. They have a strict (unreasonable) return policy on their website. They say the the product must be returned in the original packaging within 30 days in the original packaging and you must call them first. I called them within a week of receiving the product and they still haven't returned my call. I think their intent is to wait until the 30 days is over, so they can deny my claim. The product has never been opened. I haven't used their product in years, but never recall them using an artificial sweetener. I don't like ****** and I have never liked ******. Below is their return policy: RETURN PROCEDURE: First, you must call us at ************ and describe why you wish to return the product. If your request is approved, you will receive a return clearance number. Returns will not be accepted without a clearance number. The goods must be returned in the original box and include the original packing slip within 30 days of Cera’s ship date. Please be sure to ship the package properly, use the label at the top of this page as return address and insure your package.Business response
04/11/2023
Our customer ordered from our website ($26.08 total) on ***** ** and received the order on ***** ***. She emailed that she wanted to get in touch but nobody responded on ***** *9 (see attached), and our customer service rep returned the call. She explained it was no problem to get a refund if she could return the items unopened. Then today, ***** **, we received a complaint from the BBB. We went ahead and refunded her order, even though she did not return the items unopened.
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Customer Complaints Summary
1 total complaints in the last 3 years.
0 complaints closed in the last 12 months.