Refused to cancel unshipped order, then shipped it 14 hours after my cancellation request
I placed what I thought was a one-time order through takeultra.com and, within 3.5 hours, emailed their support to cancel both the order and the subscription I realized I'd been auto-enrolled in. The order had not shipped. I had no tracking number.
Their response was to refuse cancellation, citing a "3-hour cancellation window" that is not documented anywhere on their website. Their actual published subscription policy says orders are non-refundable "once shipped," and that orders ship "within 1-2 business days of billing." Neither applied to me.
Over the next 14 hours, I exchanged seven emails with their support team. Each response insisted the order was already processed and could not be stopped. I asked for a tracking number as proof, but none was provided. I asked them to share the Shopify order timeline (which shows exactly when a label is generated) and they claimed they couldn't see it, which is not accurate about Shopify's merchant interface.
At 11:54 AM EST the next day, I received a shipping confirmation email. The label was generated approximately 14 HOURS AFTER my initial cancellation request, proving the order was still cancellable throughout the entire exchange in which they told me repeatedly that it wasn't.
What made this worse: when I went to leave a review on their site, I discovered their reviews page shows 593 reviews with a 4.89 average and "100% Recommend." When you filter to 1, 2, or 3 stars, you get "No reviews match these filters." Not a single submitted review below 4 stars is visible across 593 reviews on a consumable product. This is statistically implausible and appears to be systematic suppression of negative feedback.
I've filed a chargeback with American Express, a complaint with the FTC under the Review Suppression Rule (16 CFR § 465.7), and a complaint with Junip, their review platform.
The product itself is beside the point. This is a company that will refuse to honor its own published refund policy, make false statements about shipment status to deny refunds, and hide negative reviews from prospective customers. Avoid.