I am a very angry and upset customer. Provida, Six Week Body Makeover, telephone customer service is appalling and atrocious. Today 9-8-05, I spent one hour holding and or talking to a customer service rep as well as a supervisor attempting to resolve an order problem.
Here's the story:
I ordered the six week makeover approximately February or March. At that time the offer of free vitamins were made. I accepted the offer of free vitamins. I received the vitamins but failed to remove the vitamins from the packing.in the packing there were instructions as to how to discontinue the product if I did not want it. I thought this was a one time offer and that there would be no further action required. Unfortunately I was mistaken!
Approximately April I received another package of vitamins with an invoice noting a $57.85 charge to my credit card. I immediately called and spoke to a customer service rep who informed me that I could return the product and he would cancel the order. I received the Return Authorization Number in order to return the product.in June, I received another package of vitamins. Assuming that the call in April canceled any further receipt of vitamins, I was again angry and irate that these vitamins had not stopped arriving and my credit card was again being charged.
This time I spoke to a female who informed me that the customer service rep from April failed to place a stop on any future shipments. She also stated that there was a note that the previous package of vitamins was suppose to be returned but had not been received.
I told her that I still had them but had lost the authorization number. She gave me a new authorization number (312529401401) and told me it was ok to send them back together. On July 7 I prepared an Airborne Express package and returned both containers of vitamins. I was told that I would be refunded on both orders. The first order from April would have the cost of the product refunded and the June order would have the total amount including shipping refunded due to the error by the customer service person in April. I was also informed that your company would pay the cost of having the product returned to you. It cost me $13.06.
I called today to confirm the amount credited to my credit card, AMEX. There was a refund of $49.90 dated July 21. I questioned why I did not receive a credit for both items. Since, I no longer have them in my possession. To date, Provida, Six Week Body Makeover have both items. I spoke with a supervisor by the name of Kim. Kim tried to confirm the weight of the Airborne package as a means to identify whether two items were returned or not. At the end of the phone call, she agreed to provide me with a credit for the container of vitamins issued in April.
Upon arriving home tonight, I received a message again from Kim stating "upper management" reviewed the situation and decided to reverse the $49.90 credit on the April vitamins. Kim's message informed me that the period for returning the vitamins was beyond the time allowed. I would accept this answer "IF" I had not been instructed that it was ok to return both containers together. During that phone call there should have been some communication as to the timeliness or lack of timeliness in returning the April vitamins.
I was led to believe (company misrepresentation) that I would still receive a refund on the April vitamins. Also there has been no mention of refunding my $13.06 for sending the product back. On the surface, Provida's business practices are questionable and require further review by a consumer advocate group to ensure that this is not a consistent practice of Provida. I feel as though this entire process has the makings of deception and unscrupulous borderline scamming sales practice. If a customer receives an unwanted product and returns it with the understanding that a refund will be issued, such refund should be issued as stated by an agent of the company, namely the Provida customer service rep.
Angry Customer in Illinois
Fern
Bolingbrook, Illinois
U.S.A.
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