Pureclinica.com Anmeldelser 

Besvarelse fra Pureclinica.com

28. okt. 2024

Hi Ewan
Thanks for the review! And for putting your trust in my company too.

If you'd like to, you can send us an email with any concerns you might have regarding the tablet ingredients. Our customer service team are always very happy to respond to any questions or concerns our customers have.

I will also address your concern here though not as in depth as I could via email.

First, although they are often referred to as fillers, the non active ingredients are not actually there to fill anything.
The non active ingredients included are the essential binding and coating ingredients required in the production of tablets.
The non active or inert ingredients that we use are considered completely safe for long term consumption and are included only in the smallest amount required to provide the necessary function.

I do understand the concern you have though, it is one that I have seen expressed elsewhere about other tablets, medications, and supplements.

Ultimately, we have two effective choices when making our supplements:
1. We could use capsules instead which require no binding ingredient but do often require lubricating ingredients to allow the material to flow through the machines.
2. Create high-strength tablets and use the standard binding ingredients in the least possible amount.

We opt for the 2nd option for one very important reason: capsules are limited in the quantity of active ingredient they will take.

By manufacturing our supplements as tablets, we can compress up to 10x the amount of active ingredient into a single tablet as we could a similarly sized capsule. This is not the case for every ingredient, but compression does almost always allow for more active ingredient per unit.

If we opt for capsules, our customers would either have to take up to 10 capsules for every tablet substituted, or take far less of the active ingredient and not necessarily get the results they could have.

I hope this addresses your concern somewhat.
And again, thank you for your order.

Kind regards
Andrew
Founder Pureclinica

Besvarelse fra Pureclinica.com

28. okt. 2024

Hi Jack
I am really sorry to learn about your experience with my company and the lack of service you received.

It seems that there has been some kind of issue with our software denying your emails.

We received your order on the 26th September at 7pm and sent it the following morning. Our system then sent you an email with the tracking number on the 27th.

Unfortunately, according to the tracking number, the Royal Mail unsuccessfully attempted delivery on the 29th, but were successful on a second attempt on the day of this review, which is of course far too long. I'm not sure why it took them so long to attempt a second delivery. We sent it by the shipping method selected at checkout - Royal Mail 48 hour tracked - so it should have been treated with a greater priority. Sadly we did not know there was an issue.

I completely understand the frustration you must have felt, I would feel exactly the same.

On our end, we did not receive any emails from you in our software.
We use a customer service software called Xsellco and it is supposed to take all inbound emails and place them in a queue. Our customer service work through these, and if an email goes without a response for longer than 4 working hours, it gets flagged and moved to the top of the list. I've personally looked through the system and cannot find any emails from your email address, so I don't know what happened there. I have sent an email to Xsellco to find out if there is an issue with inbound emails from @btinternet.

I am really sorry this happened. Truly I get it, if I bought something from a website and put my trust in them, and a week later nothing has arrived and I'm not getting any reply to my enquiries I'd be livid.

I hope that since receiving the product you will at least get the results you are looking for, and that my apology and explanation goes some way towards making you feel a little better about your experience with us.

We work really hard as a company to try to ensure all of our customers are happy with the products we sell and the service they receive from us. Even after 19 years, it still feels very much like a gut punch when this doesn't happen and a customer is not happy. It's not what I want for any of our customers.

I have had my customer service team send you a follow up email with a discount code for a large discount should you ever decide to give us a second chance. If not, I completely understand.

Again, I'm sorry this happened.

Andrew
Founder
Pureclinica

Besvarelse fra Pureclinica.com

28. okt. 2024

Hi Carlo
I am really saddened to learn of your experience with my company.

I have discussed the events leading to this situation with my customer service team and they explained that there was an issue with the inventory management software that meant you order was not sent.
AND that you then placed a second order to rectify the problem, cancelled the first order, and that the second order was still not dispatched in a reasonable time frame. I am really sorry about the situation you find yourself in. You should not have had to wait anything like this length of time.

In fact, looking at the tracking information it took over 3 weeks from the second order before your order was shipped to you, AND that order still has not been delivered. Again, I am really sorry for this situation.

I have asked Colin to send you a refund immediately. While the order is scheduled to be delivered in the coming days, according to the tracking number, it cleared Italian customs this morning, you should not have had to wait anything like this amount of time for your order.

As a company it is never our intention to let customers down like this. Sadly it does happen from time to time. We ship around 12,000 orders a month and as rare as it is, things do go wrong sometimes. I wish that were not true. We use situations like this as way to learn and prevent it from happening again.

As a person, I absolutely understand your 1 star review, I would feel exactly the same.

Again, I am really sorry for the problems with your order, and I hope being refunded and getting the product for free goes some way to making up for the problems and makes it feel a little better and a little less frustrating.

Lastly, I hope you get the results you want from your order when it arrives.

Sincerely
Andrew
Founder
Pureclinica

Besvarelse fra Pureclinica.com

26. sep. 2024

Hi
First, let me thank you for your order. I do really appreciate you choosing my company.

I am really sorry this has happened and I understand your concern and frustration.

I know from my own experience that is annoying when ordering online and that order not arrive.

I can see from our system that we received your order on the evening of Saturday the 24th of August, and that it was dispatched on the morning of Monday the 26th of August at 9:43am.
I can also see that at 10:01am the same day we sent an email with the tracking information.

I am not sure why your order was delayed, unfortunately there is little we can do to control what a shipping company does when they receive a parcel. In this case it was the company Deutsche Post.

We have a full team of dedicated customer care employees that respond to all enquiries within 4 working hours. I see from our customer service log that you first emailed our customer care team on the same day this review was left and they responded within 90 minutes.

I am sorry you felt you needed to leave a review, though I completely understand your frustration at having waited 9 days since dispatch and not receiving it. I would also feel the same way.

To ensure all of our customers are at least happy with the service they receive from us, if a shipment goes missing they will always resend it. From the tracking it looks like your order was eventually received a few days after you got in touch, and our customer care team were able to track it down for you which is good to see.

Your feedback is very much welcome.
I am sorry it took so long to arrive. I will look into the situation with our customer care team and find out if there is an ongoing issue with Deutsche Post.

I will also look into how we can better serve our customers.
For example, I will look to automate tracking follow up to avoid customers like yourself having to contact us when an order is delayed. If we did that then we could have alerted you to this issue with the post and found a solution to resolve it.

I hope you will give us another chance in the future, and that you get the results you are looking from from your order.

Sincerely.
Andrew