"I purchased 2 bottles of Nutri-West Core Level Health Reserve 120'S last week - from PURE FORMULAS: they had a rancid odor and were a dark brown rather than the usual green color.
I wrote PURE FORMULAS customer service to warn them about this problem, sent them pictures comparing the color they normally are vs the dark brown of this batch & to request a refund - only to receive this unsatisfactory response:
"Unfortunately we cannot accept opened items. Please contact Nutri-west for questions about the change of color and smell in there products, being as they do change from batch to batch..."
My only recourse was to open a dispute with my AMEX card.
There is absolutely no way to know a vitamin product is contaminated or defective without opening the package.
Amazon sells these same vitamins - they would instantly refund if you wanted to return a defective product - even if opened.
I believe they are selling THIRD PARTY GOODS.
Their laughably titled "CUSTOMER HAPPINESS TEAM" are incredibly unhelpful.
I am concerned that they don't seem to care. All the posted review's are from years back - nothing current.
Going to write to Jose Prendes the CEO to alert him of the company's bad practices."
"I have been ordering supplements for decades and have never seen burn marks on the inner packaging of bottles. I do not trust the contents.
Pureformulas has been very responsive, in a timely manne, to resolve my purchasing issue."
"My order with this company went missing, and over the course of my communication with several different C.S.agents I was told by one in particular that no matter the results of the claim, I would be offered either a reshipment or a refund. I opted for a refund due to the fact that I would be away on an extended trip.
However, once the claim's process had completed, They went back on their word and offered me neither a refund or a reshipment. Once I got a supervisor on the phone, I was told the only way I could receive a refund is by disputing the charge with my bank. I firmly believe that a company should stand behind what they tell their customers, "100%", being that our word is all we have. I also made a point of contacting the owner of the company, and never received a response.
Due to this companies lack of integrity, I had no choice but to dispute the charge. I also informed them that I'd be filing a complaint against them with as many agencies as possible, starting with the BBB for their unprofessional business practices. For a company that signs their emails "Customer Happiness Team", one would think they'd at least pretend to care about the happiness of their customers.
Absolutely disgraceful!"
"I have ordered supplements with 2 day priority shipping 2 weeks back. I haven’t received package/either shipping info. I have contacted Pureformulas at-least 3 times via email with no response. I called the customer care and stayed in line for 45 min but no one answered my call. Finally someone emailed after 2 weeks saying they will ship as they can’t find any shipping details!!! They are not at all sorry for their delay. Very disappointed. Hoping I will get my shipment soon."
"I have emailed and called many, many times and have had no proper response to the expired products that were sent to me. I am so disappointed by the service I have received. I have not been given any replacement products for the expired products either.
"
"i ordered on 3/27/2021 i didn't receive anything and you don't respond on email."
"My order didn't arrive. None of my emails was answered."
"I received the wrong order, contacted you by phone and email 6 times but still have not received my product. "
"Received a broken product and my email was never replied to. "
"I placed my first order here per a friend's recommendation and I received someone else's order. I lodged a polite inquiry via email and still haven't heard back in a week. I guess I have to take time out of my weekday job to call to follow up now. Really disappointed that they are not on top of customer service. If anyone in customer service is reading this, it's case #187747 - where is my original order??
Sincerely,
Quite Peeved"
"They took my money form account. They still have not send my order. They do not answer my emails. Looks like a scam. They do not have any respect for customers. My money out of my account over a week ago. NOt trustworthy. Still waiting...
order number: ***-***-****"
"The website would not take my order and was malfunctioning. I called 15 minutes before closing, was put on hold at 11th in line for their Customer Happiness team. I waited two hours, and I went to #1. Right then I was rudely disconnected! I'm sure whoever was answering calls could have given me the courtesy of a call-back or there could have been an automated reply that they weren't taking any calls once closing time occurred. It was the most frustrating experience."
"I placed an order that I never received an order confirmation or shipping information for because their system input an automated email for me instead of the one I provided. I called customer service after not ever receiving my order, but because it showed as "delivered" they wouldn't do anything about it. Now I am out $100 and am not getting my products. I will NEVER buy from this company again. "
"I came to Pure Formulas after reading that Joe Rogan and Rhonda Patrick recommended then and their products. I am happy so far with product quality but with reserve judgment on Customer service until my current situation is resolved. My first order on 6/29 shipped same day but was missing the most expensive item the Pure One Multivitamin although it's on the receipt that was in the box. My second order placed on 6/30 that said all was in stock and would be shipped same day is still saying processing after 6 days. Waiting a little longer for an order is acceptable but if I have to lose $40 on an item I ordered and never received, I won't be happy. I'm hoping all will be resolved positively. "
"If I can give purefomulas.com no star, I definitely will because it is a scam online company. They sent me a lower value item and claimed that they shipped me the higher value item that I ordered. I requested them to resolve the issue but they would not respond to me. With the post office delivery stamp they were successful in convincing my credit card company to take their side and paid them my money. When I filed a complaint with BBB on this, they lied to BBB that they refunded me. In reality, they took my money and kept lying. I will never buy anything from this scam company any more. There are many other reliable online companies and in the future I will only buy from these responsible sellers."