LiftModeReviews of liftmode.com

Response from LiftModeSep 29, 2015

Hi Austin, We're really sorry about your frustrating experience so far, but we believe you will hopefully be much happier quite soon. Your original order shipment for the order you recently placed, shows in USPS tracking as successfully delivered to the right shipping address within the promised 2 day shipping time... but, disappointingly, it sounds like the delivered package didn't reach you after all. It happens; there can be a dozen reasons for this, from neighbors taking a package by accident, to the local USPS carrier accidentally delivering a package to the wrong house or apartment. Whatever the cause, we totally understand how frustrating this can be, and we know all you want - (and deserve to get) - is to have the product you paid for delivered to you on time. Not to worry! As we mentioned in our reply to your email about this yesterday, please just get back in touch with us to confirm that we have your shipping address correct and that there wasn't a typo on your original order shipping details. As soon as you confirm all is good, we'll be reshipping you a fresh package right away with upgraded express shipping, and with signature requirement added to help make sure it reaches the right person at the right place. When you receive the new shipment, we hope you will have a chance to update your review, and hopefully will be pleased with our products! Sincerely, Mark, LiftMode

Response from LiftModeSep 24, 2015

Hi DJ, Thanks for letting us know about your experience, I am really sorry about how long it's taken for you to get your order! We are absolutely committed to making sure that every customer receives what they ordered and in the quickest time possible based on the shipping that was selected at checkout. Unfortunately we've been hearing more and more concerns about USPS Priority and 1st Class Mail taking much longer to be delivered than it should, or in some cases even vanishing outright. USPS has been trying to cut costs by consolidating its sort facilities, and this has badly impacted its service levels and reliability this year. Oftentimes we need to send a second or even third shipment, only to hear later from our customers that the first shipment which appeared to be mission in action finally turned up days later. We are learning and adapting to the new situation. Going forward, if a USPS shipping method was selected originally, but does not make it, we will reship by UPS instead wherever possible to avoid continued disappointment. We hope that even though your experience with USPS shipping led to a 1-star feeling, people will see that we really do care, and that when there is a problem, we will spare no expense including overnight courier shipping to try to make it right for our customers. Thank you again for your trust and for choosing us. If we are lucky enough get another chance down the road, we are confident that your future purchasing experience will be a lot better. Mark, LiftMode

Response from LiftModeSep 24, 2015

Hi, I am really sorry about your experience. We're reshipping your order by Overnight service and refunding you in full as well. Unfortunately, we've heard more and more about this problem, as the service level of the US Postal Service has continued to deteriorate. Under USPS 's difficult financial situation, cost cutting has cut service levels and morale has suffered. USPS 1st Class service has suffered worst of all. http://www.govexec.com/oversight/2015/08/mail-delays-spike-after-postal-service-consolidates-facilities/119209/ We truly wish we could do something more to overcome the issues that are occurring with USPS - we know that for many purchases, USPS 1st Class is the most affordable option and that you have a right to expect reliable delivery from our national postal service. Unfortunately, given the problems at the USPS, all we can do is encourage our customers to select UPS shipping if at all possible. To try to help make UPS affordable, we offer UPS Ground shipping for FREE to all customers on orders of $35 or more. Thank you so much for putting your trust in us and giving us a try! We are really sorry about the disappointing experience you have had so far, but at least we can promise that if USPS causes your order to vanish, we will refund your order and send it again faster than the first time! For the future, please know you can reach out to us directly anytime by email or phone and we'll take care of you right away. Our phone number is +1(855) 228-9993, and we get back quickly to emails too (liftmode at liftmode • com). Mark, LiftMode

Response from LiftModeSep 24, 2015

Hi JM, We're very sorry to hear of your experience! Whatever the source of the shipping problems you mention, this is absolutely not the type of customer service we strive to provide, and we pledge to get to the bottom of this and improve. We know that trust is the lifeblood of a supplement company, and we take trust in us very seriously. Our team and culture is centered around being honest, acting with integrity, and placing your satisfaction with your purchasing experience as our first and most important goal. We are trained to give the straight facts, and never make promises that we won't keep. So, your mention of "multiple lies" is very distressing and sounds unusual for our customer service team. If you can, please let us know your order number (email [email protected]) so we can see exactly what happened, offer you a full refund, and make sure that we never give any of our customers a reason to doubt our legitimacy or high standards. All of the reviews we have here on Trustpilot are earned by our products and services - we don't offer a discount or compensate for a single one of them. Mark, LiftMode

Response from LiftModeSep 24, 2015

Hi, really sorry about the bad shipping experience you had. At least we're happy to see that your order arrived the day after your review - but you're completely right that the shipment took much longer to reach you than it should, and was held over the weekend waiting for us to update the shipping company. We strive for a satisfying purchase experience, from our products to the speed and reliability of the shipping, so we've refunded your shipping cost in full. If you do get a chance to come back and update your review, we'd love to hear what you thought of our product! Mark, LiftMode

Response from LiftModeSep 24, 2015

We appreciate your honest feedback! Not every product is right for every person, and this is part of why we have a hassle free 90 day return and refund policy. We're refunding your order right away... we are all about providing our customers with real results and never like to see any of our customers waste money! For the future, please know you can reach out to us directly anytime by email or phone and we'll take care of you right away. Our phone number is +1(855) 228-9993, and we get back quickly to emails too (liftmode at liftmode • com). Thanks again for giving us a shot; we'd love to help out any time if another supplement of ours looks interesting. Mark, LiftMode

Response from LiftModeSep 24, 2015

Thank you for sending us a review on Trustpilot! We understand that you were not happy with shipping experience, and believe us, we share your pain! We always try to ship the same day as the order arrives using the shipping method selected at the time of ordering - in the case of your order, USPS 1st Class mail. Despite our hard work, lately, we've been seeing an increasing level of delays with USPS 1st Class once packages leave our door and enter the USPS system. We are actively considering what to do to try to mitigate these USPS delays. USPS First Class shipping increasingly takes longer than their quotes on the USPS site, partly due to cost cutting and sort center closures that have taken place this year. http://www.govexec.com/oversight/2015/08/mail-delays-spike-after-postal-service-consolidates-facilities/119209/ We are truly sorry for the delay for your package, but at least we are glad to see that your order reached you later on the day of this review. For the future, please feel welcome to contact us at liftmode (at) liftmode.com for any other inquiries that you may have. We encourage all of our customers to contact us directly in the event of an issue with their package or order. We are committed to making sure our customers are happy!

Response from LiftModeJul 29, 2015

Hi, I am so sorry about your very disappointing experience. We work hard to ship each order correctly, but we obviously fell short. While we, like everyone, sometimes make an honest mistake, you're completely right, there's no excuse for sending the wrong things to you on two orders in a row. We have a rigorous system of double and triple checking of our products themselves. But to be honest we haven't yet set up a double checking system of our order shipments. We can imagine it's a waste of your time and money to keep receiving the wrong items, so we've refunded your last purchase in full and we will also be sending your recent order again and making sure the items are correct this time. If nothing else, we appreciate you taking the time to let us know about the problem, so we can focus on improving shipping accuracy for all of our future purchasers. Mark, LiftMode