ComplaintsforEverlywell

• Initial Complaint

  07/19/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I tried to endroll in Everlywell ***************** program. After numerous emails asking questions and asking someone to contact me, I finally just paid for the weight managment fee. Eventualy one person called me but I was not available and when I called back and asked for another call, no one ever called again. I paid the fee, filled out a form and had the telehealth consult. Step two is getting the medication . No one could explain to me how to get the medication. the website was confusing. I continued to send emails. Eventually I think I figured it out and paid for the medication with my credit card through their subsidiary OPEN LOOP. It was supposed to arrive refridgerated. It was left in a delivery box, not when *** said they left it. We looked for it but could not find it the morning they said it was delivered at 9:07am. the next day we found it warm, with ice packs melted. they could have brought it to our house. we were expecting it and waiting for it. I called the pharmacy, which is called Empower Pharmacy whom everlywell uses. I s poke to the customer service, who said they woudl put an urgent call into the pharmacy to see if they woudl replace the med. The pharmacy never responded. I left a voice mail for the pharmacy. NO one ever called me. I would like reimbursed for the amount of the medication from OPEN LOOP for $199.and for them to agree to refrain from charging my credit card for any future charges since this program apparently will continue to charge for 3 months whether I am in the program or not. I would also like to be reimbursed from EVERLYWELL for the weight managment fee and for them to agree not to charge the fee for the 3 months. This weight management fee will be $130 a month and was around $50 but I do not have a receipt yet. I am 70 years old. I made a good faith effort to get information and communicate. I found this a horrible experience and want nothing more to do with this program and its' subsidiaries.

  Business response

  07/23/2024

  We're sorry to learn of the difficulties and frustrations the customer has experienced with our ************ program and the delivery of their medication, and we sincerely apologize for any inconvenience.
  
  The customer signed up for our ************ membership on 6/29/24. They completed their initial consult with Everlywell's telehealth partner OpenLoop on 7/02.
  
  The customer reached out to our Customer Experience Team on 7/08 for assistance with accessing their online account and obtaining their prescription. We regret that our team did not adequately address their issues in our initial response. On 7/10, the customer followed up to confirm that they received their invoice, and to inquire about any minimum monthly commitment prior to paying the invoice.
  
  Our team called the customer on 7/11 to help clarify, and left a voicemail. The customer requested another phone call on 7/12, and unfortunately did not receive further follow-up after this date. 7/12 is also the day that OpenLoop sent the customer's prescription to Empower Pharmacy.
  
  We're sorry to learn that the customer's shipment from Empower Pharmacy had been left outside in the heat by **** and of the lack of support provided by Empower's customer service. We have passed this important feedback along to our management teams at Everlywell and OpenLoop for follow-up with Empower.
  
  We would like to clarify that these medications can typically be outside of a refrigerator for approximately 96 hours and remain safe for use. We have communicated this via email and telephone to the customer on 7/19 and 7/23.
  
  Our team has emailed the customer on 7/23 to offer several resolutions, depending on their preference and what works best for them. We're hopeful that this will be resolved shortly. We encourage the customer to reply directly to our team's email outreach for further assistance.

  Customer response

  07/24/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Regards,
  
  ***********************

• Initial Complaint

  07/12/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Dear ***/*****,I am writing to formally lodge a complaint against Everlywell for their failure to deliver a test kit that I ordered on May 9, 2024. My order number is R618381BEE.Despite repeated attempts to contact their customer service, I have not received the test kit nor any satisfactory response. It has now been over two months since I placed the order, and this delay is unacceptable. The lack of communication and resolution from their customer service team has only added to my frustration.Given the circumstances, I am requesting a full refund for the undelivered product. I believe this is a reasonable request considering the significant delay and poor customer service I have experienced.I trust that the BBB will assist me in resolving this matter promptly and ensure that other consumers do not face similar issues with Everlywell.Thank you for your time and assistance.Sincerely,

  Business response

  07/16/2024

  We're sorry to learn that this customer has had such a frustrating experience with their order delivery, and we sincerely apologize for any inconvenience.
  

  The customer ordered a test kit on 5/09. Their order was fulfilled and shipped 5/09, and **** marked their package as delivered on 5/13. A delivery confirmation email was sent to the customer on 5/13; our records indicate this email was viewed by the customer that same day.
  
  The customer contacted our Customer Experience Team around 5 weeks after this, on 6/20, to inform us they had not received their package. We replied the following day, 6/21, advising that we would be happy to provide a replacement kit at no additional cost. The customer declined this offer and requested a refund instead, to which our team advised that we were unable to offer a refund under our refund policy (linked and detailed below).
  
  **********************************************************************************************************:
  
  Once your order has shipped, we are unable to provide a refund. All sales are final.
  If it has been over 10 days since you received your order confirmation and you have not received your order, please contact our Customer Experience Team for a replacement kit. 
  
  On 7/09, the customer filed a dispute with PayPal for their order. Our Billing Team reached out on 7/09 to assist. In their investigation, our Billing Team confirmed that the shipping address provided by the customer in their email exchange differed slightly from the address entered at checkout. This is thought to be the potential reason for the shipping discrepancy. On 7/12, our team offered to send a replacement kit at no additional cost, which was declined for a second time by the customer.
  
  As advised in an email to the customer on 7/15, our team is unfortunately unable to provide refunds or replacement kits for orders with an active dispute open. We have responded to the customer's bank through PayPal as of today, 7/16, and are awaiting on the bank's decision.
  
  We apologize that we are unable to provide the specific solution the customer is seeking, and we appreciate their understanding. If the customer has any further concerns, we encourage them to follow up at **********************************. We're here to help any way that we can.

• Initial Complaint

  07/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased an HBA1C kit from Everlywell at a local pharmacy. I followed the instructions but could not register the product to perform the test. The company informed me that the registration code had been canceled without notice, and they couldn't explain why. They asked for a receipt in order to replace the product, but I didn't keep my receipt from a few months ago as I didn't plan on returning the product. I'm frustrated because they couldn't provide a valid reason for canceling the code, especially since the product is not expired and is being sold in retail stores.

  Business response

  07/18/2024

  We're sorry to learn of any inconvenience the customer has experienced with their test kit.
  
  The customer purchased an **************************** Test from Rite Aid a few months ago. Upon attempting to register their kit on 7/07, they received an error message informing them that their kit was not eligible to be sent to the lab, and advising them to contact Customer Experience.
  
  On 7/09, our team replied to the customer's email and requested the following information: (a) a picture of their receipt, and (b) for them to double-check their kit ID, as we were unable to locate the kit ID they had provided in our records. After receiving the customer's ******************** complaint on 7/11, our team followed up with this same advisement on 7/16. According to our email history, we have not yet received a reply from the customer.
  
  Again, we sincerely apologize for any inconvenience. In order to properly assess the issue with the customer's kit, we will require a picture of their unique kit ID to locate in our system.
  
  We appreciate the customer's understanding. We encourage them to follow up with our team directly for further assistance with this matter.

• Initial Complaint

  07/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a Everlywell Thyroid test from Target around September of 2023. There was no expiration dates on the box. I recently took the test and went online to register the kit. When I registered the kit, it said to reach out to customer support at **********************. I did so and they said they no longer had the same processing lab as of October 30th, 2023 and required proof of purchase to process the test. Its been over 6 months and of course I no longer have the receipt and target does not have the ability to pull it. Everlywell sold a product that they decided not to honor. They should also be able to track where the kit was sold by their kit numbers.

  Business response

  07/03/2024

  We're sorry to hear this customer has had such a frustrating experience with their Thyroid Test, and we sincerely apologize for any inconvenience.
  
  From time to time, we make changes to our test kits for reasons which may include updating collection methods, or partnering with a different CLIA-certified laboratory to process a particular panel. The version of the Thyroid Test purchased by the customer in September 2023 has since been discontinued. Another CLIA-certified partner lab is now processing this panel, and their test kit can no longer be processed. As advised to the customer in several email communications between 6/30-7/02, we would be glad to provide an updated replacement kit completely free of charge upon confirming proof of purchase from Target.
  
  Requiring proof of purchase for replacement is standard policy across many businesses. Proof of purchase helps us to verify the transaction and ensures that we can assist appropriately. Without this verification, we are unable to confirm whether the product was purchased from an authorized retailer (e.g., Target, CVS, ********** Rite ************************* Amazon) versus an unauthorized reseller (e.g., ************** Marketplace, unauthorized Amazon resellers, etc.). 
  
  This is advised in our Everlywell Refund, Cancellation and Replacement Policy:
  (a) The following policy applies for purchases made through Everlywell.com. In order for our Customer Experience Team to assist you with your purchase, please provide proof of purchase in your inquiry.
  (b) If you purchased your Everlywell product at Amazon or another authorized retailer [e.g., Target], please speak with a representative from the original place of purchase as Everlywell must adhere to their policies and procedures.
  (c) Products purchased through an unauthorized reseller are not eligible for any refund, cancellation, or replacement. In order to be eligible for a refund, cancellation, or replacement from purchases made on everlywell.com, customers must provide proof of purchase.
  
  **********************************************************************************************************
  
  We genuinely value all feedback from our customers, as it allows us to continuously improve our offerings. We regret that we're unable to provide the specific solution the customer is requesting, given that they have been unable to provide proof of purchase. We thank this customer for their understanding.

  Customer response

  07/03/2024

  Complaint: 21933241
  
  I am rejecting this response because:

  Unfortunately that policy below does not cover this issue and the complaint will remain open. 
  
  As I am not asking for a cancellation, refund or replacement, I actually just need a label to send it to the new lab . Everlywell changed vendors that made the product they sold to me invalid. There was no notification or expiration. I did not request a change in product, simply for Everlywell to honor the product they sold me. 
  
  
  Proof of purchase is standard practice for refunds or exchanges. Which is neither of my requests and was not derived from myself but rather forced from Everlywell. 

  
  
  Regards,
  
  *************************************

  Business response

  07/08/2024

  We appreciate the customer's response, and sincerely apologize for any misunderstanding in our previous message.
  
  Since the customer's kit has not expired, we went ahead and emailed them an updated return label on 7/03.
  
  We hope this resolution meets the customer's expectations. Of course, if there's anything more that we can do to assist, we encourage them to follow up with the team directly.

• Initial Complaint

  07/02/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I ordered a test online and registered the food sensitivity test on 6/16/24. My sample was obtained on 6/17/24 and mailed on 6/19/24. The sample was received by their lab on 6/24/24. This was all using the shipping label that they provided. On the day the lab received my sample (6/24/24), I received an email stating that there was an issue with my sample. I called and they said that email was sent in error and that my sample was fine, but that there was a lab delay. No other info was given. ONE WEEK later, no new info. So I called again on July 1st. They said there is still a lab delay, but that they would reach out to the lab and see if there was an estimated time frame. I did not hear anything back. Today (7/2/24) I received another email saying that my collection date is unknown and that I may need to redo the whole test. But not to worry, they'll send me a new kit so I can start this whole lengthy process over!! Their website specifically states that you get results in "just a few days". I am currently on day 9, and they haven't even started my test. In the future, I would not recommend this test or company. Don't waste your money or time.

  Business response

  07/03/2024

  We're sorry to learn that this customer's test is taking longer than expected to process, and we sincerely apologize for any stress or inconvenience this experience has caused.
  
  The customer ordered a test kit on 6/13, returned their sample on 6/19, and the lab received their sample on 6/24. In the seven business days since, the customer has called and spoken with our Customer Experience Team twice to request updates on their sample's status. During both phone-calls, our team advised the customer of a delay currently impacting the laboratory's processing times. Our team reached out to the laboratory for more insight on 7/01, and we received their response today, 7/03 (more on this below).
  
  For added insight: The *****certified partner laboratory that is processing this panel is working through a delay caused by an unanticipated surge in sample volume. While they are working diligently to get these delayed tests resulted as soon as possible, they are currently taking longer than usual to process and release results. Our team takes this very seriously, and we are working closely with the lab to prevent such a delay from happening in the future.
  
  We've received confirmation from the lab that the customer's sample is set to be accessioned this week and processed as quickly as possible. While we are currently unable to provide a more defined timeline, we are dedicated to keeping the customer informed of any updates we receive.
  
  As we were unable to deliver on our customer promise, we have processed a partial refund of the customer's order. We have emailed the customer on 7/03 to inform them of this, and we're hopeful that this issue will be resolved in the near future.
  
  We fully understand the customers frustration, and we greatly appreciate their patience as the lab works to release their results. If the customer has any further concerns, we encourage them to follow up at **********************************. We're here to help any way that we can.
  

  Customer response

  07/05/2024

  Complaint: 21932612
  
  I am rejecting this response because:
  I received an email this morning stating that my sample is now too old to process and I will need to start the whole process over. Instead I want a FULL refund. 

  
  Regards,
  
  *********************

  Business response

  07/10/2024

  We regret to learn that the customer was not able to receive their results as expected, and we truly apologize for any disappointment.
  
  Although we'd be glad to provide a courtesy replacement kit for the customer to re-test, we understand that this is not their preferred resolution.
  
  Per the customer's request, we have refunded their order in full, less shipping and handling costs, as a courtesy exception to our refund policy.
  
  **********************************************************************************************************
  
  We're hopeful that this issue has been resolved. Of course, if there's anything more that we can do to assist, we encourage them to follow up with the team directly.

• Initial Complaint

  07/02/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Multiple fundamental issues with Everlywell. I ordered one Thyroid kit in January 2024, which i received took and returned as per the instructions. The completed kit was received by the company and said it was done incorrectly. I explained to Everlywell that i was having problems getting enough blood from my fingertips for the test and would just like a refund (request 1).The company resent a new test where again i was having the same issues obtaining enough blood from my fingertip to complete the test (photo attached.) I requested to return the kid and receive a refund (request 2). Request was denied.Six months pass and i receive an email from Everlywell saying my order is on the way. I did not place a new order, the company did not alert me that my card was going to be charged again, nor did they check to confirm the correct shipping address. When i spoke with Everlywell yesterday they indicated that i had signed up for a subscription, again i requested a refund (request 3). I am no longer at the address that the kit was sent to so it is not possible to return the kit. This is the worst customer service i have ever received. I would like to be refunded the $200+ that i have been scammed out of. This company needs to be shut down before they turn into another Theranos and more people get scammed out of money.

  Business response

  07/03/2024

  We're sorry to hear this customer has had such a frustrating experience with their sample collection and their subscription, and we sincerely apologize for any confusion.
  
  A review of our records indicate that the customer signed up for a Thyroid Test semi-annual subscription on 01/01/24. The customer's subscription renewed automatically on 07/01/24, and a second Thyroid Test was mailed out that same day.
  
  For qualifying tests (including the Thyroid Test), customers were given the option to make a one time purchase, or to sign up for a subscription at a discounted rate. When selecting a subscription, several frequencies were offered for how often the customer wished to be charged and have a kit sent out (monthly, quarterly, or semi-annually). By selecting a subscription option and continuing to checkout, customers agree to and sign up for a subscription. Again, we apologize for any confusion surrounding this process.
  
  Renewal emails are scheduled to send for active subscriptions one (1) week prior to the upcoming renewal date. As the customer recently deleted their ********************** account, we are no longer able to confirm receipt of this email. We sincerely apologize if this either was missed at the time, or was not sent.
  
  Per our Subscription Cancellation Policy, customers are welcome to cancel their subscription at any time once they have received the minimum amount of kits required by their plan. For semi-annual subscriptions, this is at least two (2) kits. Under this policy, test kits ordered under a subscription are not eligible for refunds or returns. 
  
  Regarding the customer's initial subscription order in January: As communicated via email at the time, this order is unfortunately not eligible for a refund (per our refund policy and our Subscription Cancellation Policy). We're always glad to provide a courtesy replacement kit if a sample was unable to be processed, and a replacement was ordered on 02/10/24.
  
  ***************************************************************************************
  
  **********************************************************************************************************
  
  While our intention is never to create a difficult experience, we regret if the customer's subscription details were not clear. We appreciate their patience, and have cancelled their subscription effective 07/02/24.
  
  Our team reached out to the customer via email on 07/02/24 to confirm cancellation. We have also offered to replace any necessary materials completely free of charge so the customer can complete both of their tests, and we're hopeful that this has been resolved. Of course, if there's anything else that we can do to assist, we encourage them to follow up with the team directly.

  Customer response

  07/03/2024

  Complaint: 21931230
  
  I am rejecting this response because this is not an adequate solution. I would at the very least like my $111 refunded. Services were not rendered I was never given any results. A classic bait and switch. 
  
  Regards,
  
  *************************

  Business response

  07/08/2024

  We appreciate the customer's response. We regret that our previous resolution does not meet the customer's expectations, and sincerely apologize for any frustration.
  
  According to our previously cited refund and subscription cancellation policies, test kits ordered under a subscription are not eligible for refunds or returns. While we are unable to provide the requested refund, we are committed to ensuring the customer receives the materials needed to complete their tests.
  
  We emailed the customer on 7/02 to offer to replace any necessary testing materials at no cost, and have yet to receive a response. We encourage the customer to review and respond to our email for further assistance.
  
  We believe this resolution is fair given the circumstances. We genuinely appreciate the customers feedback regarding our subscription services as it helps us to improve, and we will take their feedback under advisement going forward.
  
  While we understand the customer did not find our initial response satisfactory and chose to reject our response, we hope this additional clarification is helpful. If the customer has further questions or needs additional support, our team is available via email.

• Initial Complaint

  07/01/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I ordered a Lyme's Disease test kit at the beginning of June, that never came. I had to have the test ordered by my family doctor instead. Everlywell will not refund my money for the test kit that never came. They keep referring to their return policy and tell me that they cannot refund my money. Why not? I paid for something that I never got, and not longer need since my doctor did the test himself.

  Business response

  07/02/2024

  We're sorry to hear about any confusion surrounding our Everlywell Refund, Cancellation and Replacement Policy, and of the issues this customer experienced with their recent order shipment.
  
  The customer ordered a test kit on 6/09. Their order was shipped out on 6/10, and tracking information was sent to the email address on file. On 6/18, the customer contacted our Customer Experience Team to request a status update. Our team advised of ****** expected delivery date at the time, 6/20. The customer subsequently requested a refund. Per our refund policy: "Once your order has shipped, we are unable to provide a refund. All sales are final. If it has been over 10 days since you received your order confirmation and you have not received your order, please contact our Customer Experience Team for a replacement kit."
  
  With this in mind, we understand the unique circumstances of the customer's request. We have therefore processed a full refund for this customer's order, and shared their feedback and concerns upwards through our organization for further consideration.
  
  We emailed the customer on 7/02 to inform them of their refund, and we're hopeful that this issue has been resolved. If there's anything more that we can do to assist, we encourage the customer to follow up with us via email.

• Initial Complaint

  06/24/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I am not sure how, but Everlywell was able to charge my credit card $111 for a kit I did not order. Perhaps through a sneaky predatory method I unintentionally singed up for some membership scheme but I have no receipt or recollection of this and there is no way to see any of my past order information in the account I have. I cancelled/sent back the first order which was over 6 months ago and then randomly I saw a receipt for a new kit on my phone/email. You can't call anyone. And you can't see any of this by logging into your account. It such an unethical way to run a business. I would highly recommend against ever using.

  Business response

  06/24/2024

  We're sorry to hear this customer has had such a frustrating experience with their subscription, and we sincerely apologize for any confusion.
  

  A review of our records indicate that the customer signed up for a Thyroid Test semi-annual subscription on 12/22/23. The customer's subscription renewed automatically on 06/22/24, and a second Thyroid Test was mailed out on 06/24/24.
  

  For qualifying tests (including the Thyroid Test), customers were given the option to make a one time purchase, or to sign up for a subscription at a discounted rate. When selecting a subscription, several frequencies were offered for how often the customer wished to be charged and have a kit sent out (monthly, quarterly, or semi-annually). By selecting a subscription option and continuing to checkout, customers agree to and sign up for a subscription. Again, we apologize for any confusion surrounding this process.
  

  On 06/14/24, a week prior to the customers subscription renewal date, a renewal notice was emailed to the email on file with the subject line Your Everlywell subscription is set to renew.
  

  Per our Subscription Cancellation Policy, customers are welcome to cancel their subscription at any time once they have received the minimum amount of kits required by their plan. For semi-annual subscriptions, this is at least two (2) kits. Under this policy, test kits ordered under a subscription are not eligible for refunds or returns. 
  

  ***************************************************************************************
  

  While our intention is never to create a difficult experience, we regret if the customer's subscription details were not clear. We appreciate their patience, and have cancelled their subscription effective 06/24/24.
  

  Our team has reached out to the customer via email on 06/24/24 to confirm cancellation, and we're hopeful that this has been resolved. Of course, if there's anything else that we can do to assist, we encourage them to follow up with the team directly.

• Initial Complaint

  06/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased an everly well food sensitivity kit, and submitted it back to them on June 4th. I have an email from them saying I would receive my results in five to six business days. I have not received my results yet, and they cannot provide me a date that I can expect them. They keep changing the date and just say the labs are backed up. They promote on their website providing results from test kits five to six business days, but they are not doing so, and there's no way to get a refund as they say that their refund policy is no refunds for test kits. I've contacted them several times asking for a refund and telling them my results are too late and I no longer I'm needing them because of the amount of time it's taking. They refuse to address this and they will not provide me a date. I can expect the results, a discount, or a complete refund because they do not provide the service they advertise on their website.

  Business response

  06/17/2024

  We're sorry to hear that this customer's results are taking longer than expected to arrive, and we sincerely apologize for any undue stress or inconvenience this experience has caused.

  
  The customer ordered a test kit on 5/23, returned their sample on 5/31, and the lab received their sample on 6/03. The lab began processing their sample on 6/04. Given the information available at the time, the lab advised the customer to expect results within 3-6 business days. However, due to an unexpected surge in sample volume, the lab is currently experiencing increased processing times. As noted on our support site, we strive to update our customers' dashboard expectations when delays arise (this customer's dashboard expectations have so far been increased from 3-6 to 5-7 business days). With this said, it's important to note that all timeline expectations are educated projections based on evolving circumstances, and are not guaranteed.
  
  As we were unable to meet our customer promise, we have refunded 50% of the customer's purchase. We have followed up with the customer via email on 6/17 to inform them of this, as well as to help set realistic expectations regrading when to expect their test results.
  
  We fully understand the customers frustration, and we appreciate their patience as the lab works to release their results. If the customer has any further concerns, we encourage them to follow up at **********************************. We're here to help any way that we can.

  Customer response

  06/19/2024

  Complaint: 21858139
  
  I am rejecting this response because: I just received the results today which is way past the date promised. I choose Everywell because they guaranteed quick and timely results on their website. This was not the case as lab kept pushing back the results date and I received in almost double the time that was stated I would get them. I would like a full refund as by now I am going through my doctor for testing as the Everywell results took too long and became useless once I did finally receive them, which was today. 
  
  Regards,
  
  *************************

  Business response

  06/21/2024

  We sincerely regret that the customers experience did not meet their expectations, and we apologize for the inconvenience and frustration caused by the delay in receiving their test results.

  We understand that the customer purchased our Food Sensitivity Test with the expectation of receiving results within 5-6 business days. However, as advised in an email to the customer on 6/17, due to an unforeseen surge in sample volume, our partner laboratory experienced delays that extended beyond the initially projected timeline. As soon as we became aware of these delays, we updated the customer's dashboard expectations. As noted on our support site:

  Your Everlywell dashboard will always contain the most updated estimation of when to expect results based on current processing times and real-time information from the labs.
  Results for most tests are typically available within 5 to 7 business days of the lab processing your sample and if there are any delays or changes, this will be reflected in your dashboard as well.

  ***********************************************************************************

  Upon receiving the customers ******************** complaint submission on 6/16, we took immediate action by refunding 50% of the customers purchase as a gesture of goodwill and to acknowledge that we were unable to meet our standard service timeline. While we understand the customer has since received their results on 6/19 (within the 1-4 business day timeline advised to the customer in an email on 6/17), we regret that the delay rendered them less useful for their needs. 

  Our refund policy does not allow for full refunds once a test kit has been shipped (**********************************************************************************************************). We believe the partial refund provided is a fair resolution given the circumstances. We strive to be transparent and proactive in our communications, and we took measures to mitigate the impact of the delay as much as possible.

  We genuinely appreciate the customers feedback as it helps us to improve our services. We are actively working with our laboratory partners to ensure that such delays do not occur in the future.

  If the customer has any further questions or concerns, we encourage them to follow up with us directly at *********************************** We remain committed to addressing any additional issues and supporting our customers to the best of our ability. 

  Customer response

  06/21/2024

  Complaint: 21858139
  
  I am rejecting this response because: I want a full refund for the reasons stated previously. They cannot promise a result and expect customers to pay for the result then not provide it. 
  
  Regards,
  
  *************************

• Initial Complaint

  06/11/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On 6/10/24 at 4:30pm PST, I placed an order online for an Everlywell Sensitivity test for my daughter who is 8 years old. As I was about to submit the order, I read that the tests are only for individuals 18 years old and older and cannot be used for a minor. My daughter who was sitting with me hit the place order button. I immediately called Everlywell to cancel my order which I had placed in my minor childs name *************************. The order number is RF77AEA98B. I called Everlywell immediately after the order was placed at 4:34pm. I dialed ************. The customer service rep I spoke with informed me I had called the number for orders placed through health insurance and she would transfer me to the correct department and she gave me the correct number in case we were disconnected which was ************. When I was transferred I received a recording that the office was closed due to them being on EST. The next morning at 6:17am on 6/11/24, I called ************ and spoke with ******* who informed me I could no longer cancel my order because the item had shipped. I told her I had immediately called after I placed the order but since the office is on EST it was closed and I had no way to speak to anyone and had called this morning immediately when they opened. She again told me I could not have a refund nor return the unopened product for a refund. I asked to speak to a manager and she stated I would receive an email from a manager. My issue is that I am following the rules by not using the test on a minor child and I immediately contacted the company to cancel the order but was unable to do so since they were closed. When I contacted them the next morning when they opened they told me the product has shipped. I am being forced to pay for a product I cannot use due to the fact that they were closed at the time I placed the order which is not reasonable. I would simply like my money refunded.

  Business response

  06/17/2024

  We're sorry to hear about any confusion surrounding our Everlywell Refund, Cancellation and Replacement Policy, and of the issues this customer experienced with cancelling their recent order.

  The customer ordered a test kit for their 8 year old daughter on 6/10. Upon realizing that all Everlywell test takers must be at least 18 years of age, the customer promptly called our team at ****** ET. However, this was unfortunately outside of our business hours of 9am-5:30pm ET. By the time the customer called again early the next morning, their order had already been shipped. Per our refund policy: "Once your order has shipped, we are unable to provide a refund. All sales are final."

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   We sincerely apologize for any inconvenience. To help ensure our customers receive their orders as soon as possible, our fulfillment center processes orders quickly, which leaves a short window to cancel or change an order. We strive to accommodate order cancel requests or changes within 1 hour of purchase, during our regular business hours; Monday-Friday, 9am-5:30pm ET. 

   With this said, we understand that although we were unfortunately outside of regular business hours, the customer made multiple efforts to contact us promptly after purchase. We have therefore processed a full refund for this customer's order, and shared their feedback and concerns upwards through our organization for further consideration.

   We emailed the customer on 6/17 to inform them of their refund, and we're hopeful that this issue has been resolved. If there's anything more that we can do to assist, we encourage the customer to follow up with us via email.

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