Vanessa
Autoship nightmare
The product itself is fine but some of their business practices like others mentioned are questionable. Specifically the autoship program. Like many other companies, Nuvet offers an autoship program which has a 15% discount on regular prices. The issue is they will fulfill the autoship order without notifying you, they will notify only AFTER the process and ship out the item. So by the time you realize, it's too late to cancel it. You can return it but have to pay the 20% restocking fee. I see this has been an ongoing complaint by their customers but they are refusing to uphold this basic business standard. Many companies will notify you a few days in advance to give the customer ample time to edit their orders. I don't appreciate their response which is "the next shipment date is stated in the last order you got." If I am getting an order every 6 months or 12 months, I'm not going to remember from that long ago. The fact that so many people complain about it and they are doing nothing to resolve this very simple issue is the reason why I won't recommend this product to anyone and will be canceling my subscriptions after being a long time customer.
Response from Nuvet LabsJan 7, 2025
Thank you for taking the time to share your feedback. We’re glad to hear you’re satisfied with the product itself, but we regret that you’ve had concerns about our autoship program. We’ve forwarded your review to our management team, as customer feedback is incredibly valuable in helping us evaluate and improve our services. To provide some clarity, we do offer an online customer portal where you can manage all aspects of your autoship program, including reviewing upcoming shipment dates, and editing orders. If you’d like assistance setting up or navigating the portal, our customer service team would be happy to guide you through the process. We understand that a reminder system may enhance the autoship experience and make it easier for customers to manage their orders. While the next shipment date is included in the order confirmation, we recognize that this may not meet everyone’s needs and appreciate your suggestion. If you have additional concerns or need further assistance, please don’t hesitate to reach out to us directly. Thank you for being a long-time customer and for giving us the opportunity to improve.