Pureclinica.com Anmeldelser 

Besvarelse fra Pureclinica.com

17. aug. 2023

Hi
This is Andrew from Pureclinica.

First off, I'd like to offer you my sincerest apology for the issues you have had with one of my companies products and the service you received.

I was saddened to read your review but also glad that you brought this issue to my attention. I am working on the label now to have it fixed.

Your experience with my company is not at all how I want our customers to feel about our products, advertising or labels.
It goes completely against everything we are trying to accomplish and the reason why I started this company in the first place 18 years ago.

I am really sorry for the confusion the product label has caused. It has been an oversight on my part.

The label does state that the product contains 1000mg of concentrated 10:1 Bilberry extract, the equivalent of 10,000mg of bilberry fruit, and that is what each tablet contains.

However, I assume the problem is that the product name Bilberry Extract 10,000mg, it should be Bilberry 10,000mg, because the product contains 1000mg of Bilberry extract, equivalent to 10,000mg of bilberry per tablet.

Depending on which version of the label you received, either the old one or the new packaging design, it states underneath

1000mg of 10:1 antioxidant bilberry extract per tablet - on the old label design, and
1000mg of bilberry extract per tablet - on the new packaging design.

and on the back of either design of the label it states:
Bilberry Extract 1000mg
(equivalent to 10,000mg of bilberry powder).

It does also state on the product page multiple times that product contains 1000mg of extract per tablet, The first line reads: "1000mg 10:1 Bilberry extract equivalent to 10,000mg whole bilberry. Standardised to contain 125mg of anthoycanidins and with 5mg black pepper extract, 180 tablets per bottle."

However, that said, you are 100% right, the label is misleading, I am having it corrected immediately.

We are not looking to mislead anyone.
We put a great deal of emphasis on the opposite, and go as far as having our products independently 3rd party batch tested to ensure they contain exactly what is stated on the label. So this error in the way the label is written is something that should not have happened.

Secondly, I am sorry our customer service let you down. I have asked our team about this and Colin said he was the one dealing with your enquiry. According to the file in our software, he did reply the following day. Perhaps the email was sent to your spam folder or something went wrong with the sending of the email.
Sadly there is nothing I can do about the past, I can only try to fix this situation now.

My personal email address is a.smith@pureclinica.com.
I hope you will give me the chance to personally resolve your concerns.

Kind regards
Andrew

Besvarelse fra Pureclinica.com

18. aug. 2023

Hello
Thank you for your order and putting your trust in us.
I am sorry this happened to you and we were unable to provide you with the product you ordered.

Sadly this has been happening infrequently with orders sent from the UK to the EU ever since Brexit.

While we do all we can, sending with a courier, providing all paperwork in advance, and registering our shipments with the new cross border shipment processing system - IOSS - put in place between the EU and the UK, sometimes shipments randomly get held by customs.

This is not unique to our shipments. This is happening to all UK companies.
Fortunately the incidences of this is very very low. Typically less than 1% of orders are held now.

We have found it to be more prevalent in Spain than Italy, though as we saw with your order, it was stopped and held by Italian customs. This is despite us sending your order by courier, with all the required documentation, and it being registered with IOSS.

We do have stock in the EU. We have stock warehoused in Germany, France, and the Netherlands which we use for fulfilling the vast majority of our EU orders now. I only mention this in the hope that in the future you may give us another chance.

Your first shipment was held by customs, we did send it again a second time, and that too was held by customs. We then refunded you as you mentioned and I appreciate you giving a balanced review of your experience, which I agree was not great.
I hope that by now, both of the shipments we sent for this order have been released and delivered to you. If they have not, they will be at some point. We know that customs can hold orders for up to 8 weeks, though they usually release them much quicker than that.

Once again, I apologize for the problems. And I thank you for your order.