Kunal K. M.

Hi Kunal

Thank you for providing your feedback regarding your experience and advising that you ordered the incorrect product in error.
For ease of clarification, I have bullet pointed my findings.
• You have advised that your incorrectly ordered the wrong products (3 x Omega 3 QH Premium Fish Oil). You placed this order NZT 22nd June 2023 at 9.13am
• At 9.15am you emailed us to advise us of your error. However, as advised by our auto response, we can take up to 1-2 business days to respond to emails. Unfortunately, I am unable to add screenshots within this system). We work from oldest emails to newest and at that time of day, we are answering emails that came in overnight first.
• Ashley emailed you on the 23rd of June 2023 at 12.32pm (NZT) which is still within our specified timelines, to advise that your order had already left our Distribution Centre (Your order was shipped on the 22nd of June 2023 at 10.11am (less than an hour after you placed the order). In Ashley’s email she advised that you could return the order for a refund of the products. The return shipping is at your cost.
• You have advised that you rang us on the 22nd of June, but you will see from our phone records that your first call to us wasn’t until the 27th June.
• As mentioned above, I cannot attach a screenshot of our phone records but our records clearly show all calls to and from both of your numbers. You state that you contacted us immediately on the 22nd of June by phone but our records show that the first call from you was on the 27th of June 2023.
• You left a message on the 27th of June 2023 at 5:47am – 5 days after your order was shipped. Our business hours are 8.00am – 5.00pm NZT. You will see my staff member Christina has attempted to call you but the number you provided would not go through. She also tried on the other number against your account but received a message advising the number could not be connected at this time and to try again later.
• Christina then emailed you on the 28th of June reiterating again that she had attempted to call you but advising you that you can return this order once received.
• You then left us a voicemail on the 1st of July 2023. This is a Saturday. Our business hours are Monday to Friday 8.00am – 5.00pm NZT. In your phone message you indicated that you potentially would take a dispute out on the charges against your credit card.
• Ashley called you back on our first business day back in the office being 3rd of July 2023 and spoke to you.
• Ashley explained to you that the shipment status emails you received are automatically sent and by the time you got to your email your order had been shipped. You advised in this phone call that you wouldn’t send it back and that you would chalk it up to a loss. Ashley reiterated again that you have 365 days to return this order. You declined. You were polite on the phone and seemed to accept that because you ordered the wrong product; it was something you would have to accept.

In summary Kunal, I truly believe that my team have responded appropriately and in a timely manner, our service was not awful. I believe the reason you are upset about the situation is purely because you ordered the wrong product and we could not retrieve this once it shipped. Our shipping timeframe is extraordinarily fast; so, if you are ever in this situation again I strongly recommend that you call or Livechat us during our business hours for an immediate response. Again, I remind you that you can return the order, at your cost; and we will refund the cost of the products as per our refund and return policy. https://www.xtend-life.com/pages/refunds-and-returns

In good health
Tracey Thomson
International Customer Relations Manager