Roberta G.
I bought a supplement from PowerLife
I bought a supplement from PowerLife, after checkout the website directed me to additional products and asked if interested. I proceeded to add the additional items to my shopping cart, so I don’t have to look for the items later, and will look into the products. I did not know they were going to charge me at that moment and place the order. When I saw they did, I Immediately called customer service to tell them I did not want to place that order just yet.. they gave me a refund, i explained i had thought the additional order was going to go to the “shopping cart” not my previous order i had placed. When I got the refund i was short almost 28.00!!! I called customer service and she claimed it was because it was because of customs duties, when I was not satisfied I asked to talk with a supervisor named “Patty” and she was very rude, and blamed my bank. I called my bank and they told me this happened because it took over 24 hours for them to recieve the canclation from Powerlife, thus changing the exchange rates. However, I cancled in less then 1 minute after I saw the order did not go to the shopping cart, rather the order proceeded on it’s own. I tried to explain this to customer service and they didn’t care! I explained i would like the 28 dollar difference, or a voucher, they basically told me too bad. What kind of website takes your money without authorization on the website, and then doesn’t rectify the problem? Gives a bad taste in the mouth without even trying the product!! Tony stand by your product and don’t allow the website to do this, and don’t allow customer service to be so ignoratnt to glitches that take place on your end!
Response from Power LifeFeb 27, 2024
Hello Roberta. My name is Jordan, I am with Power Life. I deeply apologize for any inconvenience you have experienced. When going through the checkout process, your initial order is placed once clicking "Submit Order". Customers are then presented with some additional offers. These offers are limited promotions given to every customer as a "Thank You" for your initial purchase and to provide you with more product at a lower price. These offers do not replace the original order but are added to it. All offers also have a clear button to be declined. Regarding the exchange rate, we do not keep any percentage of a full refund. Due to the constantly changing exchange rates between different currencies and banking institutions, all charges and refunds will be processed in USD. Taking a look at your account, I do see that the orders you cancelled were refunded in full on our end. While the refunds were processed on our end the same day you placed them, it can take 3-5 business days for the refunds to be accepted by your bank, which can effect the daily exchange rates. Unfortunately, we are unable to change this as it is a system put in place by banking institutions and not our company. While, we are unable to provide a further refund or credit. I am able to offer you a 20% coupon code for a future purchase. Again, I apologize for any inconvenience. Please email me at [email protected]. I would be happy to provide you that code. Have a nice day.