Reply from Better Way HealthMay 7, 2024
Thank you for sharing your feedback, Deborah.
While we were out of the office on the weekend when you tried to reach us by email, phone, and this review, I’m glad we were able to speak on the phone when we arrived in the office on Monday.
We understand the frustration you experienced, and why you felt this way. Your Subscription order was set up last year in a special way so you could receive the benefits of the Subscribe and Save discounts without a monthly order. You preferred the 12-month frequency, so you could keep the discounts and have the orders processed when you were ready for them. This also kept you price locked into a Subscribe and Save rate that is lower than our current Subscribe and Save Pricing, Price locked into Free Shipping, and active in the Rewards Program. This setup gave you the best of both worlds, including a generous refund on your initial order.
We had multiple phone exchanges with you upon the establishment of the Subscription, while you narrowed down your preferred shipping address for future orders.
We understand now that you stopped using the product, and forgot about your Subscription. It’s very easy to do!
We would love to have been notified at some point, that you stopped using the product, so we could cancel the Subscription for you.
After 12 months went by, your order was processed as scheduled. It was authorized upon its establishment on those recorded phone calls.
That being said, we don’t want anyone to receive an order they are not intending for. For this reason, we automatically send reminder emails 3 days before the orders process, to give our customers time to make any changes they would like to their Subscription, cancel, or skip it.
Every once in a while, we have customers who forgot to modify or skip an order before it shipped out. When our customers reach out in cases like this, we email them a prepaid return shipping label so they can send the package back for a full refund.
Your order was processed and shipped on a Friday. You reached out to us on Saturday. Even if we were in the office that day, we would not have been able to stop your order but would have been able to help on Monday with everything to bring an efficient and effective resolution for you.
We would have loved to have been given the opportunity to serve you and bring this resolution for you without you having to go through the process of calling your bank and reporting the transaction as fraud.
We are sorry you were unhappy with your experience. Please feel free to reach back out if we can be of further assistance.
