I purchased a trial of Central Coast Nutraceutical's product, "Hoodiacore" online on 2/5/07. I contacted Mike LeDay in customer support via e: mail on 2/16 to cancel my trial (within the stated trial period.) When he replied on 2/20, all that was said was "You will receive no further shipments." There was no confirmation of cancellation, nor did he answer my question regarding the product return, as I had requested.
On 3/6/07— I discovered Central Coast Nutra charged my credit card $38.95 on 2/21 for the Hoodiacore product I had cancelled. When I e: mailed them about this, (after several e: mails) I was told by Roger VanZant in support that because I didn't return the Hoodiacore within the 30 day refund-guarantee period, I would not be getting that money refunded.
I checked, and realized I still had the product at home. I e: mailed again, stating it was an oversight on my part, however the product was still sealed, I did not want it, couldn't use it, and would like to at least return it for a partial refund. Again, I was met with an unbending response of no.
I was surprised by their seemingly firm stance NOT to work with me at all, as I was being sincere.
Roger or Mike (they did not sign it) replied back very nasty, and I quote "We don't come across customers like you very often who are trying
to scam our company for free products. We know what you're doing. Dont
ever order from us again. Your name and address have been blocked from our
system."
Nice way to respond to a customer, eh? I don't think I have ever in my life had a Customer Service agent be so downright nasty, rude, and unprofessional.
Well, after that nasty e: mail, it suddenly dawned on me that because February was a short month, maybe I should recount the days in that 30 day refund guarantee period.
And sure enough, upon recounting, I discovered I was STILL WITHIN THE 30 DAY REFUND GUARANTEE PERIOD. (March 6th, was day 30.) Their policy states that returns postmarked AFTER the 30 day money-back guarantee period are not eligible for a refund, so I went ahead and mailed the Hoodiacore back to them. The package is dated March 6th, and I put delivery confirmation on it. Doing this, according to their terms, guarantees me a refund of the $38.95 they already charged. They received the package on 3/10, according to USPS delivery confirmation records. However, they have not processed a refund to my credit card, and it has been over three weeks. Based on my experience with them, however, this does not surprise me.
Basically, after refusing to even try to help me, Central Coast Nutraceutical accused me of "scamming" them, all when I was still in my guarantee period. Perhaps they should have dug a little deeper and tried to work with me, as I desired, and they would have found that out, and this situation would have been resolved swiftly and to the satisfaction of all.
Persons with such rude dispositions and nasty attitudes should not be working in a Customer Service capacity.
This company should provide a written apology to me for their unfounded accusations, especially since they did so without even checking their records. They should also provide an expedient refund, and honor their own terms.
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