ComplaintsforTUSOL Wellness

• Initial Complaint

  08/23/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Subscribed to a recurring 30-day smoothie package.Received a partial package (only 10 out of the 30 smoothie packets paid for). Was told some ingredients delayed. Waited. Nothing.Was charged for the next months box and received no product at all.I believe this business to be a total scam and want a full refund and to warn other customers.First order charged June 6th 2023. Order received very late (approximately June 22nd) and only a partial shipment.Never received the remaining product despite being told it would be shipped out July 17th.Was charged on July 6th 2023 for the recurring membership and NO product has been received.

  Business response

  08/25/2023

  Hi *******,
  
  I trust this message finds you well. We appreciate the opportunity to address the concerns you raised regarding your recent subscription experience. Your satisfaction is our priority, and we want to ensure that your interactions with us are both positive and rewarding.
  
  We acknowledge that you had an active subscription with us, which renewed on July 5, 2023. We were pleased to receive your feedback on July 8th, where you expressed your satisfaction with the quality of our product. We take immense pride in providing products that meet our customers' expectations, and we are grateful for your positive remarks.
  
  We also understand that the supply issues we encountered did raise concerns for you. Please accept our sincere apologies for any apprehensions this may have caused. Unforeseen supply challenges can indeed impact the overall experience, and we appreciate your understanding in this regard.
  
  On July 26, 2023, you reached out to us, indicating your desire to cancel your subscription. We respect your decision and understand that circumstances change. We want to assure you that we take such requests seriously and strive to facilitate a smooth cancellation process for our customers.
  
  I'm pleased to confirm that your request for cancellation was promptly processed, and a full refund of $161.98 was issued to you. We believe in transparent and straightforward refund procedures, and we're glad that we could meet your expectations in this aspect.
  
  Should you ever reconsider or wish to re-engage with our products and services in the future, please know that we are here to assist you. Your feedback has been noted and will be used to improve our services further.
  
  If you have any further questions or if there's anything else we can do to assist you, please feel free to reach out to our customer service team. Your satisfaction remains our priority, and we're committed to ensuring your interactions with us are positive and hassle-free.
  
  Once again, thank you for your feedback and for allowing us the opportunity to address your concerns. We hope that your future experiences with us will exceed your expectations.

  Thank you,
  

  TUSOL Wellness

• Initial Complaint

  08/23/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I've provided a summary of the issues with Tusol Wellness:1. Order #***** placed for Organic Smoothie Box - 30-pack with subscription on May 13, 2023 2. My card was charged $149.10 on May 13, 2023 3. I was contacted by ***** at Tusol Wellness on May 16, 2023 asking if I wanted to change my order given a wait time for the Matcha+Vanilla smoothie I had ordered 4. I inquired about the wait-- and was told by ***** it would take 2 weeks; I said I could wait 5. Multiple emails occurred where ***** promised the order would ship in just a few weeks, then they would ship part of it, etc 6. Nothing arrived and after several weeks of incorrect information about arrival time of the order and upcoming travel (the product is perishable), I canceled the subscription in early June, and asked for a refund of the original charge 7. I have also tried to correspond with Tusol Wellness over the "Shop" app - ***** responded there as well 8. I finally disputed the charge with my credit card company, but have seen no refund or credit back to my account (I will also contact the credit card company)9. ***** indicated via the Shop app, since I had filed a claim, Tusol would have to "follow the process"10. It is now July 23 - no product, no refund, and no contact from Tusol Wellness and there is no phone number on their website to try to work with someone else that *** refund me or deliver the product I ordered. In the end, a dispute of $149.10 is small, but Tusol Wellness lack of integrity and response is shocking and concerning. Businesses should be reachable when there is an issue and should respond with either the product promised or a refund.

  Business response

  08/25/2023

  Hi *****,

  Thank you for your note, we've received your complaint and looked further into all correspondence with our team. We're so sorry for all of the inconvenience here as we've experienced an unprecedented spike in orders and our doing our best to fulfill everyone's orders in a timely manner.

  I wanted to personally address the concerns you raised regarding your recent experience with our service. We apologize for any inconvenience you may have faced and appreciate your patience throughout the process.
  
  We understand that you placed an order with us on May 13, 2023, and unfortunately, the fulfillment of your order was delayed due to certain items being out of stock. We want to assure you that we strive to provide the best service possible, but unforeseen circumstances can sometimes impact our inventory levels. In this case it was due to extreme production delays from our manufacturer on one specific *** and despite being given a concrete timeline we were still not able to receive products within the window promised. We sincerely apologize for any frustration this delay may have caused as we aim to deliver a seamless experience..
  
  We're glad to note that our team communicated the stock shortage to you via email and chat, keeping you informed about the status of your order and offering to partially fulfill or swap for the *** that was out of stock. It is our policy to maintain transparency with our valued customers, and we're grateful for your understanding in this matter.
  
  We were informed that you requested to cancel your order on June 18 and subsequently initiated a chargeback dispute on June 19. We understand that this was a frustrating situation for you, and we're sorry that it came to this point. However, we're pleased to confirm that the chargeback dispute was resolved in your favor, resulting in a full refund for your order. We hope this resolution has helped alleviate some of the disappointment you experienced.
  
  Furthermore, we have cancelled your subscription as of June 8, as per your request. Your satisfaction is of the utmost importance to us, and we are taking steps to ensure that similar situations are avoided in the future.
  
  Your feedback is valuable to us, and we appreciate the opportunity to improve our services based on your experience.
  
  Once again, we apologize for any inconvenience you've faced and thank you for giving us the chance to resolve this matter to your satisfaction. We hope to have the opportunity to serve you again under better circumstances.

  As of this point you have received a full refund and will receive no additional products per your request, so please let us know if that is insufficient and what else is needed from our end to remedy the situation. 

  Thank you,

  ***************************

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