Better Way HealthReviews of betterwayhealth.com

Response from Better Way HealthJun 18, 2024

Hi Clenie, thank you for the kind words, but we're sad to see the 1-star review. 😔 We do not see any communication with our team or any order history. If we can assist you further, please let us know. Thanks!

Response from Better Way HealthJun 12, 2024

Thank you for sharing your feedback. There was indeed a challenge on the website, and some of our customers were unable to log into their accounts. We apologize for this inconvenience and want you to know the issue was quickly resolved. An order confirmation email was sent for your order as soon as it was processed. The tracking confirmation email is normally sent about 2 days after the order is processed and shipped. That was sent in its normal time frame. We offer Live Support during our business hours which are Monday - Friday from 9 am to 5:30 pm EST, and we love talking with our customers! Our customers can call, email, text, or send a message after hours and we will follow up promptly the next day. If someone uses the Messaging option on our site after hours, a message is sent to let them know that we will reply once we arrive back in the office, and it shares our hours of operation. That being said, we were not in the office at midnight when you were trying to reach us via the Messaging option. We're grateful you reached out, as we love to help! We replied the next day to your message inquiring about Live Support. That was the only question in the message. We replied to your message, emailed you, and also called and left you a voicemail. We'd love to help you in any way we can and would love it if you could call us or email us with what your initial request was. Please allow us the opportunity to serve you and make everything perfect for you. Thank you for being part of our family at Better Way Health, and have a wonderful day!

Response from Better Way HealthMay 7, 2024

Thank you for sharing your feedback, Deborah. While we were out of the office on the weekend when you tried to reach us by email, phone, and this review, I’m glad we were able to speak on the phone when we arrived in the office on Monday. We understand the frustration you experienced, and why you felt this way. Your Subscription order was set up last year in a special way so you could receive the benefits of the Subscribe and Save discounts without a monthly order. You preferred the 12-month frequency, so you could keep the discounts and have the orders processed when you were ready for them. This also kept you price locked into a Subscribe and Save rate that is lower than our current Subscribe and Save Pricing, Price locked into Free Shipping, and active in the Rewards Program. This setup gave you the best of both worlds, including a generous refund on your initial order. We had multiple phone exchanges with you upon the establishment of the Subscription, while you narrowed down your preferred shipping address for future orders. We understand now that you stopped using the product, and forgot about your Subscription. It’s very easy to do! We would love to have been notified at some point, that you stopped using the product, so we could cancel the Subscription for you. After 12 months went by, your order was processed as scheduled. It was authorized upon its establishment on those recorded phone calls. That being said, we don’t want anyone to receive an order they are not intending for. For this reason, we automatically send reminder emails 3 days before the orders process, to give our customers time to make any changes they would like to their Subscription, cancel, or skip it. Every once in a while, we have customers who forgot to modify or skip an order before it shipped out. When our customers reach out in cases like this, we email them a prepaid return shipping label so they can send the package back for a full refund. Your order was processed and shipped on a Friday. You reached out to us on Saturday. Even if we were in the office that day, we would not have been able to stop your order but would have been able to help on Monday with everything to bring an efficient and effective resolution for you. We would have loved to have been given the opportunity to serve you and bring this resolution for you without you having to go through the process of calling your bank and reporting the transaction as fraud. We are sorry you were unhappy with your experience. Please feel free to reach back out if we can be of further assistance.

Response from Better Way HealthApr 22, 2024

Hello Hilda, I was disappointed to see your review today. I remember talking with you last week and we discussed the situation about how and why your order was shipped. You had a subscription order that you may have forgotten about that was processed. We did send you a reminder email before it was shipped, that maybe you missed. Sometimes that happens. When we spoke, I emailed you a return label so that you could send the order back for a full refund. I have not yet received the tracking number showing the package was dropped off at the Post Office. As soon as we receive it back, your refund will be processed on the same business day. The time frame to receive your refund will depend on when you ship the product back. I canceled your subscription as requested, while we were on the phone, and no future orders will be sent. In terms of leaving a review, we give our customers the opportunity to review both our product and our service. After every order is processed, and after every interaction with our ACES Team, an email is automatically generated to provide this opportunity for those who’d like to do so. You may have received multiple automatically generated review requests, as you’d reached out to us 6 times back to back. While we were unable to answer the phone calls/chats at that time, we called you back as soon as we were able to (within the hour). Each of those phone calls and requests generated an email with the option to leave a review. I can see how that could have added to frustration, and hope this helps bring understanding to those requests. Please be sure to reach out if you have more questions or concerns. I am always available to help.

Response from Better Way HealthApr 19, 2024

Patty, thank you so much for leaving your honest feedback with us. I'm so sorry to hear about your experience. After fully reviewing all communication platforms, we were unable to locate any email messages from you. It's of the utmost importance to us to respond to every customer question and inquiry, so I apologize we were unable to do so given the circumstances. I would love to help you! Please reach out so we can update any of your contact information, and always feel free to email us directly at [email protected] or give us a call at 1-800-746-7640!