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| - Purchased fitness product from Nutrishop LV at a marketing event they attended at my fitness center. I ended up not being too fond of the flavor, and left the product unused in my cabinet. When I encountered the marketing team at my fitness location again, I asked if I could exchange the unused product if I still had my receipt. I was told "yes".
I had not realized that I was 7 days over the policy for returns, but the receipt did not provide a disclaimer on exchanges for supplements when I was told about the 30 day policy. I did not want my money back. I just wanted to change flavors, and politely asked if they could reconsider since I would have loved to remain a loyal customer. The clerk at the counter (Jake) told me that I had a problem on my hands to ask for this exchange, and gave up any further attempt to help me right off the bat. I asked that he call his manager to see if he would help, and both were quick to decline my request. They asked me to buy another product at an offered discount, but that did not solve the matter and asking me for more money on a new product was a pretty insulting way to fix the situation. I was turned away from any other types of assistance and was pretty much told, "too bad, lady". I even got questioned on my motive. Really? Like I have nothing better to do with my time than go changing supplements at random stores? Wow. Great way to feel valued there. I was not lying when I explained my situation. I asked for information for Jake's manager, John Peters, and the address to the corporate offices. I was crushed. I was excited to shop there and be a new customer.
I then got a response from John, telling me that he was sorry that I was not happy with the conclusion of this problem. He said that he was able to talk to the owner and offer an exchange for me if I came back to the store, and he would personally help me. He declined to tell me that HE WAS THE OWNER, so I couldn't understand why he didn't make his decision in the first place. The fact that he was lying to make up for a complaint that went to the corporate offices shows an extreme lack of integrity, dishonesty, and suspicion. That is just plain shady. And they though I was being dishonest?? I can live with a "not so favorite" flavor, but not with lies from management. I have no interest in exchanging anything anymore. I lost all respect for them.
I won't tell people where they should shop. In fact, their products are amazing. But if you go there, don't expect more from that team should you need more help than just having them take your money. Maybe if they resolved their customer concerns right on the spot, instead of waiting for them to make public complaints and then offer to honor the request afterwards, it would save them some bad PR.
Work on your service skills, Nutrishop LV, and your success will be overwhelming.
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