Judy B.
Wishing there was a zero
Wishing there was a zero. Ordered because of Dr. Mercola. Ordering process was a disaster. I placed the order on Sept. 19 and they processed payment immediately. Five days later not a word. I would have phoned them except there is no number listed on their site. After five days I sent two pointed messages. I then received a nasty and rude message from a person who said they were an owner. It is our opinion that we deserved to at least be given a heads up. In other words, they take your money immediately, but cease to keep you updated about the possible shipping status. If it is not in stock then keep your customer informed as to when it is expected, and do NOT process payment until it ships. We have learned a big lesson.
Response from Health Natura, LLCSep 25, 2024
Dear Judy, This is Dr. Peter Kassner, the founding owner of Health Natura, LLC. I have reviewed the communications that led to this review. I'm unsurprised that you would leave a one-star review despite my business partner's best efforts to explain our policies and address your concerns quickly and politely. While I sincerely hope my response below will hit home for you, this reply is primarily intended to clarify to future readers of this review that we at Health Natura, LLC strive to do our best daily and to communicate some of our policies surrounding your complaints. Your fundamental misunderstanding of our plainly stated policies has led to your dissatisfaction. We prefer email communication because we are a small company without dedicated staff to answer phone calls. Despite this, we have an A+ rating with the BBB, and our phone number can be easily found on our BBB profile. For the last 28 years, our mission has been to positively transform the health of our customers by offering superior-quality, minimal-ingredient products and to do so honestly and transparently to the best of our ability. 1. We are not a big box company that has live 24x7x365 customer support. Your impatience, anger, disrespectful, threatening, and frankly abusive behavior towards my business partner you interacted with was inappropriate. I do not mind that you had questions and concerns regarding your order, but I do not take kindly to seeing hard-working, good people being treated poorly. 2. You claim that you didn't receive communication regarding the status of your order. Did you receive the automated order confirmation that we sent? If not, did you check your spam folder? If your order was going to be delayed beyond the estimated time disclosed when you ordered, we would have contacted you to inform you of the delay and what to expect. 3. Delayed shipment complaint. The advertised ship date for your pre-order had not arrived, and this order was not running late at the time of your complaint. 4. On September 19th, 2024, you pre-ordered an item clearly marked as a pre-order, meaning it was out of stock. On the product page, under the pre-order button, we disclosed that the estimated ship date was October 4th, 2024. That date has yet to come. 5. Pre-Order Policies - When an item is out of stock and we expect fresh inventory within 1-6 weeks, we will allow customers to reserve some of the inbound stock by activating a Pre-Order button. Below the pre-order button, we Disclose the Terms of the Advance Purchase by Advertising the Approximate Ship Date and notifying you that you will be Charged At Checkout, NOT at the time of shipment. This is because we are reserving a product for you that already physically exists but has yet to reach our fulfillment center. As soon as the new inventory reaches our professional fulfillment center, your order is ready to be processed without any further delays that would be caused by manually processing your card at a later date. 6. Our Pre-Order Policies are industry standard, and we disclose expectations in advance in multiple locations on our website, including the product page, twice-in-red lettering on the cart page, and a required checkmark consent on the checkout page. 7. Please don't assume that it is our fault or that we are somehow fraudulent just because you did not read the disclosure or our terms of service before ordering. By their very nature, pre-orders can not be immediately shipped, and the abusive nature of your communications was inappropriate. I hope that this response helps to clarify our position and policies regarding your complaint for you and future customers. I understand that you reversed the charge with your card company, and thus, we now consider this matter closed. Sincerely, Dr. Peter C Kassner, NMD Founding Owner