• Report: #944403

Complaint Review: New Vitality

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  • Submitted: Thu, September 20, 2012
  • Updated: Wed, September 26, 2012

  • Reported By: bobby a — Lodi New Jersey United States of America
New Vitality
260 SMITH STREET FARMINGDALE, New York United States of America

New Vitality I asked to be taken off of the auto ship program in June and rec'd the product in July, I had to return the package at my own expense and they would not reimburse me for the postage and insurance...th once enrolled into the auto ship program, the only way out was to cancel my card FARMINGDALE, New York

*UPDATE Employee: New Vitality

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I had called up to delay my auto shipment (June 5th) as I recently became unemployed.  I told New Vitality (Sherry) to continue to shipment in October.  I received the order on June 25th.  When I called up they said to return it and that they would send me a refund.  I enclosed a letter that stated to cancel any future orders and that I would like to be reimbursed for the shipping.....

I rec'd a refund that did not include the shipping and insurance.  Just today (9/20), I noticed that there was a charge for another order.  I explained to New Vitality what happened and they said that they would refund the order upon receipt of the product and quickly got off the phone.  So they now get to hold my money again.  I cancelled the credit card that was used and will insist send me a check.

This report was posted on Ripoff Report on 09/20/2012 08:33 PM and is a permanent record located here: http://www.ripoffreport.com/r/New-Vitality/FARMINGDALE-New-York-11735/New-Vitality-I-asked-to-be-taken-off-of-the-auto-ship-program-in-June-and-recd-the-produc-944403. The posting time indicated is Arizona local time. Arizona does not observe daylight savings so the post time may be Mountain or Pacific depending on the time of year.

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Updates & Rebuttals

#1 UPDATE Employee

New Vitality

AUTHOR: New Vitality - (United States of America)

To Bobby, 
 
We are deeply concerned over your unfortunate comments; we have a very large customer base and when things like this happen it often makes us wonder how it did and what can be done to resolve the situation. To assure quality for our Sales and our Customer Service Representatives we do record our telephone conversations in order to find any fault if any on our offerings. 
 
We do not automatically apply a charge and shipment to your credit card after the first order has shipped, that will only happen if you desire to get a discount on future orders by signing up for our Preferred Customer Program. All our Sales Representative read from a legally approved script and explain the benefits of the Preferred Customer Program which would guarantee the customer a special promotion to receive all future shipments at a discounted price for a one month (or more) supply of the product; the order is only placed when the customer accepts the offer. All customers are advised if they do not want to continue to receive future shipments of the product to call our Customer Service Department within thirty days to cancel future shipments; the Sales Representative does provide the number for the customer to call and cancel on the initial sales call. 
 
Also, our website clearly explains the terms of the Preferred Customer Program. All customers are advised if they do not want to continue to receive future shipments of the product to call our Customer Service Department to cancel future shipments; the same is also stated on the invoice that is sent along to the customer as well as on the order confirmation email. The confirmation email also has our contact information besides phone. In addition to our phone line our Customer Service Department can be reached by email or standard mail. 
 
Our Customer Service Representatives (all Customer Service Representatives read from an approved script) explain all the options the customers have available to modify or reschedule their next shipment date of the product based on their individual situation(s) i.e. low on funds, moving, traveling, or usage. The customers are advised if they do not want to continue to receive future shipments of the product or if they want to return a product for credit to call our Customer Service Department before the mutually agreed date. 
 
Finally, we dont contact customers if they remove their credit card information from our website and the customer cant cancel their participation from the Preferred Customer Program via our website. This is accomplished by our Customer Service Department. We ensure cancellation instructions are left on each invoice as well as provided initially during the order. In no area of documentation does New Vitality state cancellation is processed through our website.
 
We would like to get your order information to research your problem and try and both satisfy you as a customer and possibly learn if there was any fault on our representatives side by listening to the calls when they came into our center. We value you as a customer and never want you to have any dissatisfaction. Please call our direct number at (631)-777-7767 X 1383 for a customer service Supervisor and we will be more than happy to help you. 
 
Thank you. 
Customer Service 
Farmingdale New York 
United States
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