Monday 26th March
I clicked on the "GET FREE TRIAL NOW" button and comleted details for the trial and paid £2.49 P&P.
A few days later I received the trial capsules. I took them for a few days and didn't feel any benefit whatsoever and spoke to others who had tried them and felt the same so I decided to cancel within the 14 days stated in the Terms & Conditions.
Thursday 5th April
I tried phoning the 0844 745 1722 number at various times during the day but only got an automated message sating that all their agents were busy and to continue to hold or phone back later.
Friday 6th April
I tried phong again but again only got the automated response. Again, I tried at various points during the day. I was getting worried that Nutrascience was not a business at all, but merely a single person in their home who was conning people and had this number set up without any intention of answering any calls so that orders couldn't be cancelled.
That night, I decided I would e-mail from my hotmail account so that i would have a record of it. I gave all details including the original order, name and address. At the end, I said to please not hesitate in contacting me should they need further information.
I didn't hear anything back so I assumed my e-mail had been dealt with.
Wednesday 11th April
Upon checking my bank account, £75 had been taken out by Nutrascience. Feeling sick at the fact a direct debit had not been set up, therefore I couldn't cancel, I was very concerned that Nutrascience could just take money out of my bank account.
I tried phoning again that day but couldn't get through to an actual person. I tried again on the Thursday and Friday and the following week.
Wednesday 18th or Thursday 19th April
I was again very concerned I couldn't get to speak to someone and because of the fact my e-mail was ignored, so I tried a different method. I sent a message via their online form. Once sent, a message came up saying someone would contact me within 72 hours. I wasn't.
Tuesday 1st May
I checked my bank account and a further £79.95 had been taken out by Nutrascience. I tried phoning again. On perhaps the 5th attempt I actually got through to someone, who argued that "nowhere on the website does it say FREE TRIAL, and that it in facts says 14 day trial period". The woman argued this so after the call I checked the website, and it did have the button I said there was, "GET YOUR FREE TRIAL NOW". That being besides the point, I explained I had tried phoning but this was the first time I had ever got through. She said there had been nothing wrong with the phone lines for the last month (makes me think they had had problems previously). She said that there was no record of me sending any e-mail, either from my hotmail account or the online form. This was why the £75 was taken in the first instance - because I hadn't cancelled within 14 days. The second amount fo £79.95 (that included £4.95 shipment charges) was for the next shipment which was sent. She said if I returned that I would get the £75 but they don't refund the P&P. I told her I never received a second shipment. She suggested waiting another week and contacting them if it hasn't arrived. Reading into this, I need to cancel any shipment within 7 days of receiveing - they say it's sent, I haven't got it so surely by next week, the 7 days is up.
Regarding the cancellation of the original order, she suggested I e-mail their support team on [email protected], which I did (on 2nd May) and to forward my original e-mail which was thankfully still in my Sent Messages Box. I did, explained all the trouble I'd encountered. After I'd sent this e-mail, I received an automated reply with a "ticket number" and stating they were extremely busy and would get back to me within 72 hours.
Wednesday 2nd May
I got a reply from Nutrascience, however, none of my questions or issues were answered. It seemed like a copy & paste job that they send to all customers. I emailed them back, explaining once again my issues and asked them to read my email.
Thursday 3rd May
I got a reply from Nutrascience apologizing I couldn’t get through to their phone systems and that there was an automated walk through for customers wishing to cancel. I never got that far despite waiting for some time on their queuing system.
They said they had no record of my first e-mails therefore would not refund. This was despite me forwarding the original which is in my Sent Items. They said I may return the last shipment and they would refund £75 but I must let them know of my intention to return within 7 days.
I do not fully understand a 50% off offer they sent me in the last e-mail:
“We do appreciate that it’s not always convenient to get to a post office and we are therefore willing to offer you 50% off the cost of these orders. This means you can keep this latest order of MAXtrim and TARGETslim and just pay £18.75 each instead of the normal £37.50 each.
If you would like to accept this 50% off and keep your latest order to continue your weight loss program, please respond back by email within 30 days of shipment date to confirm you would like 50% off. (Same terms as if you were returning the product for refund.)”
Does this mean because I’ve tried to stand my ground they are offering the product for half the price – would they refund half back? However, I haven’t received anything and even if I did, why would I want a product that doesn’t work for me?!
I e-mailed today (3rd May) asking them to please try to resolve this situation – I have a record of my original e-mail to cancel, which I forwarded to them (which they seem to ignore). I have also asked yet again, how can I send back something I don’t have.
I’m glad they are actually replying now but I’m not convinced they will continue. As for phoning, I feel that is an absolute joke.
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