Copy of letter I sent to Marine D (Nugenics)
Dear Marine Essentials,
I tried to contact your company immediately after placing my order as I needed to correct it. Unfortunately, I was unable to contact anyone, except the online rep who had no ability to access my order and correct it. I left a telephone message and an email with no response either. I called and spoke to a rep the following day who again could not adjust my order.
In short the only recourse I had was to go to may bank and show them the order and a print out of online conversation and have place a stop payment on the order. I will be refusing your package and it will be returned.
You may indeed have a superior product, but your customer service is one of the worst I have ever encountered. Your info commercial is misleading in that one may think that by selecting to order 6 bottles of Marine D towards the end of the video at a special price that the 4 bottles clicked on prior would be deleted to allow for the 6 bottle order, when in fact the customer, as in my case, learns later that he or she has ordered a total of 10 bottles. Unfortunately one doesn't see a cart with totals so that the order can be corrected prior to completion of this video order. However, once one later receives his or her email after the order has been placed it is then they come to realize they have ordered not 6 bottles but a total of 10. I find this very deceptive and even more so when it is impossible to contact anyone to correct the order. I had hoped to correct the order immediately and thought that I would be able to do so by either by telephone or via an online representative.
I called many times only to hear the telephone ring and ring and eventually the calls were answered by a machine whereby one is instructed to leave their name & telephone number so that someone would later return the call. My phone call was not answered even within a three day period, nor did anyone respond to my email and neither representative I spoke with immediately after placing the order or the next morning had authority to correct my order or access to my order.
I would suggest that you change your customer service practices and allow the customer to view his or her cart before finalizing and processing the order and even more importantly you should allow your representatives to have access to supervisors or someone with authority to correct orders. As it is I would never recommend that myself or anyone I know do business with a company as yours who has such poor customer service. Your current practices sends nothing but "red flags" and appears to be very deceptive, expecially considering the cost of the product. I work hard for my money and can not afford to have a $200. Mistake like the one that occurred on my invoice. And, with no one available to provide customer service or to aid me in correcting this mistake has left me with no choice but to go to my bank to place a stop payment and to have your product returned. I will never be doing business in the future with your company. So, I would suggest that if you truly value your product and "love your job" that you also value your customers who support your livelihood, otherwise you will not have repeat customers with your current business practices.
0 comments