Cancelling and Refunds
Complaint
Jim A.
Country: United States
Everything was fine, liked the product, nice people face to face. Until I decided I didn't want it anymore, then the tides turned.
I called Customer Service and the nice tone turned menacing when I said I wanted to stop. "You realize this will cancel your account and you won't be able to get anything more" and "We ARE going to tell your consultant." Really? You're going to try to shame me into staying by "threatening to go to Mommy if I leave?" When I shared this with my friend who had introduced me, she was mortified.
A few months later a Zurvita box shows up on my doorstep, and a nearly $80 charge on my credit card. They were sending me product again.
I called yet again to cancel and the same condescending tone and the "we're going to tell your consultant on you" rhetoric continued. They would provide a refund but hold back shipping costs -- no, you sent me something I didn't order so you're going to refund the whole amount or I'm going to my bank to challenge the charge. The CSR put me on hold to speak with a manager. "Great news, we're going to go against our own policy and grant you this one time exception and refund the shipping." Oh goodie, they're doing me a favor. Whatever. They said to do a "Return to Sender" on the box, drop it at the post office, which was done, but it took some time before the refund appeared (including shipping). None of the promised confirming emails. I'm hoping this is the end of my poor experience with Zurvita.
Never again, no matter how good the product actually is. A simple "We're sorry it didn't work out for you, but please keep us in mind should you want to come back. Thank you for your purchases, if there is anything we can do, or questions to answer, feel free to call or to contact your consultant." Something along those lines would have ended it amicably and I wouldn't feel the need to put a warning email on the Internet.
I called Customer Service and the nice tone turned menacing when I said I wanted to stop. "You realize this will cancel your account and you won't be able to get anything more" and "We ARE going to tell your consultant." Really? You're going to try to shame me into staying by "threatening to go to Mommy if I leave?" When I shared this with my friend who had introduced me, she was mortified.
A few months later a Zurvita box shows up on my doorstep, and a nearly $80 charge on my credit card. They were sending me product again.
I called yet again to cancel and the same condescending tone and the "we're going to tell your consultant on you" rhetoric continued. They would provide a refund but hold back shipping costs -- no, you sent me something I didn't order so you're going to refund the whole amount or I'm going to my bank to challenge the charge. The CSR put me on hold to speak with a manager. "Great news, we're going to go against our own policy and grant you this one time exception and refund the shipping." Oh goodie, they're doing me a favor. Whatever. They said to do a "Return to Sender" on the box, drop it at the post office, which was done, but it took some time before the refund appeared (including shipping). None of the promised confirming emails. I'm hoping this is the end of my poor experience with Zurvita.
Never again, no matter how good the product actually is. A simple "We're sorry it didn't work out for you, but please keep us in mind should you want to come back. Thank you for your purchases, if there is anything we can do, or questions to answer, feel free to call or to contact your consultant." Something along those lines would have ended it amicably and I wouldn't feel the need to put a warning email on the Internet.
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