This company’s products are wonderful; their customer support is abysmal.
This company’s products are wonderful; their customer support is abysmal.
These products have probiotics and should be refrigerated to preserve their potency. I typically would purchase in store to maintain refrigeration. I began ordering from Health-Ade direct about 8 months ago and had concerns about my product being unrefrigerated while shipping. On my first order I purchased a case and was delighted to see they shipped locally and so my order would reach me in a day or two. The product would usually arrive still slightly chilly which was fantastic. I deliberately placed my orders on Sunday or Monday so they would ship and be received before the weekend. All was well and I ordered roughly two cases monthly.
My most recent order a few days ago, I ordered two cases of product. One shipped locally and was received two days later, the other shipped from the other side of the United States, literally. I contacted Health-Ade support and expressed concern about my order shipping across the US and sitting over a long holiday weekend in hot environments. I further described my deliberate ordering patterns to ensure fresh product.
In my support email I asked that the merchandise sent across the country be stopped with the shipping carrier and requested that half of the order be shipped out to me from their local distribution center whenever it becomes available. I also expressed my desire to get setup with a subscription and asked if there was any way to ensure that subscription orders were processed at the start of the week and if they could limit those subscription orders to only ship from a local facility.
I received a reply today from their customer service department.
“Your order has already been processed by our shipping partners which means we are unable to cancel the stop order. Here is a link to your tracking information in case you want to stay up to date on the shipping progress”
Having managed warehouses in past careers, I know that you can contact carriers and reroute packages. This was something within their control, yet they elected not to assist. Furthermore, they completely ignored my questions about their subscription program.
You don’t really know what type of company you’re working with until you have an issue that needs attention. It’s when you have an issue that you see the true colors of the company. This company clearly puts profits and revenue above all else. I refuse to support a company that doesn’t support its customers and sadly, this company has lost a customer that intended to be a lifelong customer.