Complaint / review text:
I ordered a product for my wife with a 60-day money back guarantee. The guarantee when I purchased the 60 day supply is spelled out below.
Money Back Guarantee Please try our product for 60 days (2 bottles) and if for any reason you are not 100% satisfied, simply return the two empty bottles within 67 days from the time of delivery for a full refund excluding shipping charges. If you wish to take advantage of the price discount by ordering multiple bottles don't worry. Any unopened bottles returned along with your first two opened bottles within the 67 day guarantee period will also be eligible for a full refund. How can we make this incredible guarantee? Because we KNOW you will be satisfied with our product. Please do not ship any product back after the 67-day refund period has expired. Please feel free to try our products, but refunds are limited to one order per customer.
When my order was received it did not come in bottles but came in cardboard boxes with foil packs containing the pills. Each box contained 30 pills. As she used the pills I tossed the foil packs and eventually the first cardboard box which had been torn open. She used the product for about 50 days and it was apparent it was not working for her so I sent the remainder back to them and asked them to honor the 60 day guarantee.
They refunded me half of my order and told me because I did not return the other packaging that I was not entitled to a full refund. They told me that their return policy was clearly spelled out as below.
OUR 100% MONEY BACK,
'NO QUESTIONS ASKED' GUARANTEE
Please try our product for 60 days and if for any reason you are not completely satisfied simply return the unused portion in the original container within 67 days of receiving your order (60 day trial one week return shipping), and we will refund you 100% of the product purchase price, excluding shipping & handling. If you want to take advantage of our Special Savings by ordering multiple containers, not to worry. You can still try the product absolutely risk-free for 60 days. Simply return the first two empty containers (your 60-day supply), and all additional unopened containers within 67 days of receiving your order (60 day trial one week return shipping), and we will refund you the entire purchase price, excluding shipping & handling, for each returned item. No questions will be asked. How can we make this incredible guarantee? Because we KNOW you will be satisfied with our product. Every single statement on this website is completely accurate and true. Please do not ship any product back after the 60-day refund period has expired, as we will not be able to provide a refund or ship the product back to you after the 60-day refund period has expired. Please feel free to try our products, but refunds are limited to one order per customer.
So clearly they had now changed their guarantee to reflect the change in packaging. I forwarded to them the previous e-mail with their old guarantee and told them that I did not receive bottles and could not imagine that they wanted torn cardboard boxes and empty foil packs which could not be reused. So I thought the situation was unclear and they should refund the entire amount.
They know that I only ordered a 60 day supply and I returned about 10 pills and told them that it did not work for my wife so what difference does it make if I still had a box at home, if it was thrown out or if it was sent back to them?
She was supposed to have 60 days to try it and she tried it for close to that time and then returned the unused portion express displeasure with the product.
So, since I did not send back a cardboard box, that was not useable, they withheld $49.95 of my refund? That's an expensive little box, that is similar in size to a Sudafed box.
I think the whole "send back the original packaging" is put in their guarantee as an out for them. At least had it been bottles, as it said in the guarantee I purchased under, they could sterilize and reuse the bottles, but I see no reason for the return of packaging that can't be used when I did return the unused product.
At any rate, I will not purchase from them again because my wife was not satisfied with the product and I was not satisfied with their tactics regarding the return policy. I think it is misleading, and if they were an above board company they would be concerned with customer satisfaction and not a torn cardboard box and some empty foil packs.