Tanisha B.
Horrible Customer Service. Go elsewhere.
Horrible Customer Service. As like other reviews they magically can't find me in the system. I messaged them they didn't get back to me. I spent almost $70 total to get it to Canada. I will never buy from them again. That is so much money for a plastic piece of basically garbage at this point. It's not usable. Check out Caroline Storm Wheel. I don't know them personally but I love their wheel. It's expensive but the bearings are replaceable. This it breaks easily and your toast. They aren't BBB approved. The response here shows how they deal with customers. I did call and all they did was waste my time further. You think they would send a replacement if they believe in the products they sell. It was not even usable for a couple months. It was not 8 months at all. I emailed them previously and had multiple times about the wheel. This was horrible quality that was not used for 8 months. I hope people don't waste their money on garbage wheels. We explained we couldn't even use it right away as our little guy Nugget was too small. It had been waiting for a couple months. Then we used it and it was broken within a few weeks. No worth it.
Response from Exotic NutritionNov 2, 2020
Original response posted on 11/2/2020: Tanisha, we have not received any emails from you about this issue. We searched our system for a 'Tanisha Beattie', but there are no results for that info. Do you have an order confirmation number (6 digit number)? Please paste '[email protected]' into your email search bar to find your order confirmation info and reply back to us. Or please call us at 757-988-0301. Was the $70 order total not known to you in advance? All product costs and shipping costs are shown on the checkout page. And as noted in our shipping policy, the customer is responsible for all customs duties & taxes for international shipments. It is correct that we have chosen not to pay the hundreds of dollars needed to acquire a BBB membership. This is because we do not feel a BBB accreditation is necessary, when hundreds of organic five-star reviews are available on Google, Amazon, and Facebook. While the BBB is certainly one way to determine a business as reputable, the service is considerably less relevant in the era of free internet reviews. Nonetheless, we do indeed have a rating on the BBB website, and that rating is A+. Thank you for reading through this response. We hope you contact us, your business is very important to us. Updated response posted on 11/3/2020: Tanisha, we have found your order and info in our system, order #112585. It was not mentioned that this order was from 7/25/2019 (15 months ago), which is why it was not able to be located originally. We received an email on 12/21/2019 (5 months after purchase), reporting that you had lost a small hardware piece of the wheel. A complimentary replacement piece was mailed to you. We received a second email on 3/19/2020 (8 months after purchase), reporting that your wheel had become squeaky. As mentioned at that time, we do not offer free replacements or full refunds for issues that occur after 8 months of use. We hope this response informs future customers of these policies as well. Thank you.