Problem is resolved my old neighbor found the box & delivered to me..Scroll down for more response

GetHuman4762050's Complaint issue with Vitacost.com from May 2020

Help with my Vitacost.com issue
The issue in GetHuman4762050's own words
Was trying to get resolved. The talked to * different gals. The first two were rude & nasty. Made me feel like it was my problem. They told me if I dispute than I no longer can order from Vitacost. I told them what if I don't get my order at all & it's is lost. Still if I dispute I cannot order from Vitacost anymore. l think that is a horrible response to tell customer. They both seemed to car... ... I placed order end of April. I checked when it was going to be delivered. On the right hand side on Friday but showed my prior address. I was shocked to see that. Last time I received my order it was the correct(new address) so why would I think it would be different this time around. I called on Friday & spoke to a Lee, I think that was her name. She said she will notify On-Trac to re-route this order from going to Canoga Park*West Hills, Ca. She said also will refund my Ca sales tax. She was very nice. * I tried calling On -Trac yesterday(Sat.) but could not get thru(on hold for to long of a time) I send them another e-mail(send them also on Friday)they have yet to reply. I called today(Sunday), spoke to * different women, when asked their name both were no clear(sounded mumbled) anyway I explained what happened. Also asked several different ways to get resolved. They would not comply with any. I asked them what if box(my order) is lost because I lived in Townhouse & Box is on the street. Did not really get a good answer. They told I have to wait to see what happens. But what if we cancel this order with my credit card & than re-order again. Both said I will pay again. Was told if I do that I will never be allowed to order from vitacost again. I found that insulting. I have been a loyal customer for over*- * yrs. They were both rude & did not want to resolve or even advise me on how to get resolved. They without coming out & stating as such they implied this was my fault. Last time no problems, why all the sudden got my old address when I changed it online. They said I did not delete the old address. I told them it showed nothing to delete old address & never was told that I needed to do as such(delete old address). If I was I would have done so. I have been a loyal good customer & have referred several friends. But these * woman were rude &I never felt so insulted. At the end why they did not say well it's because of the Coronavirus. They do not accept returns. I understand, but weather some else returns or if I return on me canceling with my credit card they will still get the item back?? They would not answer my question. Neither of them were nice so I ended the call. I called back a few minutes later to ask one final question that I forgot to ask. I spoke to a Renee she was very nice & polite. She listen to my concerns & put in another order to On-Trac to look for my order. I love Vitacost & was upset when these woman told me I could not order from them again if I cancel the charge on my credit card weather I receive my package or not. This is no way to treat customers. Renee was the only one who was nice to me & tried to get resolved & said give it a few days to see if On-Trac comes up with anything. Note: after I taked to Renee I called my neighbor from my prior address(lived in prior townhouse) he said box was at the front door. Se said he will take it to Canoga Park post office to see if they will send to me. Hope that's okay?
I am a good customer & have ordered with your company for years & even referred friends. To be treated like I was dirt under their thumb under these * gals is wrong. Renee it was a nice experience. I did contact my old neighbor I he found the lost order. He thank God forwarded package, did have to pay for postage because On-trac would not take & re-send. It was okay, at least I got my order yesterday.
well if you want to make it right, I would think you would want to make it right, to try to have me stay with your company by offering a personal coupon ..Not the one I get in the e-mail at least for **% off. I do hope you make it right. I was out more $$ because I had to order * of the vitamins I was out of & plus **.** postage thru the post office for the package to get to me at the correct address.
I have been a good customer for years. Referred friends. Always have had good experience until my product was lost. Yes I understand about the Coronavirus. But that is still no way to treat a good customer
No that is it. Because of the way I was treated I looking now at other companies. I've told some of my vitacost friends & they thought it was horrible what those * gals said. They now may no order if this is the way you treat customers.
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Vitacost.com

trying to tell customer service that it was send to the wrong address.
Complaint issue
Reported by GetHuman4762050
May 3rd, 2020 - 10 months ago
Fixed
Seen by 8 customers so far
Similar issue to 355 others
0 customers following this
Items needed
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Timeline

GetHuman4762050 started working on this issue
May 3rd, 2020 9:25pm
GetHuman4762050 confirmed the issue is fixed. Hooray!
May 7th, 2020 6:56pm