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Complaint Details
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Initial Complaint
04/15/2024
- Complaint Type:
- Delivery Issues
- Status:
- Answered
Hello,On January 17, 2023, I made a purchase on the Same Day Supplements website, where I bought a 6-month supply of ******** Minoxidil. However, as this was one of several imports Ive made to ****** through this site, this particular order was blocked by the federal customs and returned to the sender. I contacted the companys support, and they advised me to wait for the product to be returned, after which a credit for the purchase amount would be made available on the site for me to reorder. Unfortunately, this has not happened. According to the tracking number (*************) for order number (*********), the package was returned to the sender in ****, ******, which I do not understand.I have contacted the company multiple times to resolve the issue and have always been told that the order did not reach its destination, contrary to what the tracking information indicates. I find this quite unfair and disrespectful, as I have made several other purchases on the site.I hope for at least a clear response regarding the real reason why the credit has not been made available on the site.Sincerely, JC
Business response
04/15/2024
******* ***** *** **** *** ***** ******************************************************** **** ****** ****** ******** ****** ************************************************** ************ ******** *****
Dear ***************************,
We were notified on 04/15/24 regarding Complaint ID #: #********. Upon review, we noticed we have already responded to numerous emails regarding order# ********* was placed and shipped on 01/17/23 . Correios ****** Standard Rastreamento de cdigo LB. This is an international order with a shipping destination in ******.
According to your tracking number:
***********************************************************************
PROHIBITED ITEM
****** customs has prohibited the import of this product.
As stated on our website and at the time of checkout
"
VERY IMPORTANT: We cannot be responsible for any customs restrictions, tariffs, or other regulations that *** apply in countries outside *****************. If you have any questions, please contact Customs (************************), but we will ship the products you order to the address you provide. If, for whatever reason, the package is seized by Customs Officials, we will not issue a refund unless all products are returned in their original condition. "
***********************************************************************
Please be advised that the international carrier has informed us that the package will be returned to us.Once the package is returned to us, we can issue a refund less shipping charges. However, it has now been over a year since the package was dispatched, and it has not yet been returned to our facility.
We understand your concern about your package; however, we cannot provide an exact date for return since this is dedicated by ********* customs. If you have any further questions,please email us at *****************************
Sincerely,
***** * ******* **** *** ************ *** *** ********************** ********************************************************************************Initial Complaint
07/31/2023
- Complaint Type:
- Product Issues
- Status:
- Answered
The company Sameday has been the subject of criticism for not complying with its terms of use, which has harmed millions of customers in ******. I myself made a purchase on their website on November 23, 2022, acquiring the product ******** Minoxidil - 6 Month Supply. However, the product did not pass through customs when it arrived in ****** - this is because the company did not declare the product correctly. The *********************** then informed me that the product would be returned on February 6, 2023 at 08:00 hours. According to the ********* Post, which is responsible for returns, the product was successfully returned and received correctly by *******'s branch. However, the company did not refund my purchase and, in tracking, the last status displayed on the link ********************************************************* is "PROHIBITED ITEM", without mentioning the return made. Therefore, the company kept the product and my money. I have contacted their support more than ten times, but always receive the same standard response. On ReclameAqui, which is a ********* website similar to BBB, the company responds to all customers with a standard response. In short, I only request the refund of my money since the product was returned.Business response
07/31/2023
******* **** *** **** *** ***** ******************************************************** **** ****** ****** ******** ****** ************************************************** ************ ******** *****
Dear *************,
We were notified on 07/31/23 regarding Complaint ID #: #********. Upon review, we noticed we have already responded to numerous emails regarding order# ********* was placed on 11/23/22 and shipped on 11/23/22 Correios ****** Standard Rastreamento de cdigo NX/NA. This is an international order with a shipping destination in ******.
According to your tracking number:
*********************************************************
PROHIBITED ITEM
****** customs has prohibited the import of this product.
As stated on our website and at the time of checkout
"
VERY IMPORTANT: We cannot be responsible for any customs restrictions, tariffs, or other regulations that *** apply in countries outside *****************. If you have any questions, please contact Customs (************************), but we will ship the products you order to the address you provide. If, for whatever reason, the package is seized by Customs Officials, we will not issue a refund unless all products are returned in their original condition. "
***********************************************************************
Please be advised that the international carrier has informed us that the package will be returned to us.Once the package is returned to us, we can issue a refund less shipping charges.
We understand your concern about your package; however, we cannot provide an exact date for return since this is dedicated by ********* customs. If you have any further questions,please email us at *****************************
Sincerely,
***** *
Manager
Same Day Distributors *** DBA S*********************
********************************************************************************Initial Complaint
01/28/2022
- Complaint Type:
- Delivery Issues
- Status:
- Answered
I placed an order at Sameday supplements and they say they sent the product, but 45 days later the shipping status remains the same and it hasn't arrived in the destination country. I complained to the post office of the destination country, which confirmed that the object did not arrive. The company, in turn, insists that the package has arrived in the country and that it waits longer than the 45 days already passed. And they don't tell me any forecast to receive.After I complained several times, they said that the carrier said that this and other objects are on their way, despite the delay. However, on the carrier's website it says that it has arrived in the destination country. Which cannot be true, according to the post office in the country of destination, as they must be notified about all arriving packages before being forwarded to customs inspection.Business response
01/31/2022
Dear *******************,
We were notified on 01/31/22 regarding Complaint ID #: #********. Upon review, we noticed order# ********* was placed on 11/29/21 and shipped on 11/30/21 ************************ Rastreamento de cdigo NX (mdia de 18 a 30 ****) #************** (Local Tracking Number: *************). This is and international order with a shipping denstination in ******. According to your tracking number:
*******************************************************
DELAY IN CUSTOMS - Customs in ****** is a partial strike
**************************************************************************
Customs in ****** is on a partial strike
This situation has made news headlines across the world:
***************************************************************************************************************
We have contacted the shipping company regarding your package and they have stated the following:
Please be advised that the international carrier has informed us that there are delays in the customs process. This is due to the fact that customs in ****** is working in some locations with 30/60 percent of their staff. The international carrier has confirmed that it is not lost and it is just waiting to process.
We understand your concern for your package however we can not provide an exact date for delivery with the on-going delays with the Custom strike in ******. The package is still in transit you but, will take longer than usual to be delivered because of the customs delay. If you have any further questions please email us at *************************
Sincerely,
***** *
Manager
Same Day Distributors *** DBA **********************
**************************************************************************************************Customer response
01/31/2022
Better Business Bureau: Analisei
a resposta feita pela empresa em referncia reclamao ID# ******** e determinei que minha reclamao NO foi resolvida porque:What I don't understand is that your information differs with the information from the Brazilian post office. Because to get to customs, it should first arrive at the post office and only then be forwarded to customs. So how can it be late in the inspection if it hasn't even arrived at the post office yet? Also, in the tracking link you provided, it says that the object arrived in Brazil on 12/16/2021 and then it says that it arrived in Brazil on 01/04/2022. After all, when did you arrive in Brazil? Although in the words of the Brazilian post office, the object has not yet arrived in Brazil.
***************
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Customer Complaints Summary
4 total complaints in the last 3 years.
1 complaints closed in the last 12 months.