malvarez
Complete fraud!
Complete fraud!! Shipping & Returns policy listed on the page right above the button to purchase is not true. what they offer vs the truth Order processing: Takes up to 24 hours before shipment. NOT TRUE IT TOOK OVER A WEEK! Shipping: Orders ship across the US in 2-7 business days. ALSO INCORRECT...ARRIVED 20 DAYS LATER!! Returns: Not satisfied? Return within 30 days for a full refund. 100% MISLEADING AND FRAUDULENT.... YOU CAN EMAIL THEM ALL YOU WANT BUT THEY WILL TELL YOU THAT YOU DID NOT READ THE ENTIRE POLICY WHICH IS NOT LISTED ON THE PURCHASE PAGE AND THAT IF YOU TRIED THE PRODUCT THEN YOU CAN'T RETURN IT FOR A REFUND. SO TELL ME THIS...HOW DO YOU OFFER A RISK FREE PRODUCT TRIAL IF YOU CANNOT TRY THE PRODUCT? YUP FRAUD!!! OH AND GET THIS, IF YOU POINT OUT FRAUD THEY WILL GIVE UP AND THEN HAVE YOU SEND THE PRODUCT TO CHINA IF YOU WANT THE REFUND...AND IT WILL COST YOU DOUBLE WHAT YOU PAID FOR THE PRODUCT....
Response from GaiainfusionOct 16, 2025
Hi, We're genuinely sorry to hear that your experience with Gaia Infusion has been disappointing, and we appreciate you taking the time to share your concerns. We’d like to address a few of the points you raised and offer clarity: 🚚 Order Processing & Shipping You're absolutely right to expect timely delivery, and we apologize if your order took significantly longer than our stated timeframe. While our typical processing time is within 24 hours, and delivery is usually within 2–7 business days, we have recently experienced delays due to supply chain issues and third-party carrier delays. That said, we know this isn’t an excuse, and we're actively working to improve turnaround times and customer communication. 🔁 Returns & Refund Policy We do offer a 30-day return policy, but as outlined in our full returns policy (linked on the checkout page and in the footer), products that have been opened or used are not eligible for refund unless there is a quality issue or product defect. This is standard practice in the consumables industry and intended to ensure the integrity and safety of our products for all customers. We understand how this can feel confusing or contradictory, especially when paired with language like "try risk-free." That’s valid feedback, and we’re currently updating our website language to be more clear and upfront about this limitation to avoid misunderstandings in the future. 🌍 Return Shipping To clarify: our fulfillment center is in the U.S., but depending on the situation, some returns may be routed through international facilities. We agree this is not ideal and are working toward a U.S.-based solution to simplify the process and reduce return shipping costs for customers. We never want a customer to feel misled, and we’re committed to making this right where possible. In your particular case, you have initiated a request for refund through your bank and when contacted by your bank we have decided not to fight the dispute and issued the full refund. Please email us at [email protected] so we can resolve this with you directly if you feel that you need more information. Your feedback helps us grow, and we take it seriously. Warm regards, Sophia Customer Experience Team Gaia Infusion