Sunni M.
Challenging to cancel subscription...
The business tries to stop you from cancelling your subscription by redirecting you multiple times when trying to cancel. After three months +, I found no relief in my IBS-D symptoms and it initially increased my severe stomach pain and vomiting. My doctor recommended that I try the Pendulum Probiotic Akkermensia for my IBS-D symptoms. I struggle with nightly severe stomach pain, nausea, chills, vomiting, and bone pain. Initially, I was caught off guard by Pendulum's subscription service as it seemed sketchy, almost like Herbalife. Since my doctor recommended it, I went ahead and started a subscription. Within the first two weeks of taking the product, my symptoms and pain amplified which some reviews said may happen. I continued for another three months but my symptoms are still ongoing without change so I decided to cancel. When I logged into my account, there was no way to cancel my subscription. I went through the help menu, nope, it doesn't give you a way to cancel. I clicked "help chat" and was told it was a 10 minute wait due to heavy volume. Finally a prompt came up from "Dave". No dialog at all, a text came through that said, my subscription was inactivated. Horrible customer service!!!!! Packaging looks like someone's home garage business. Truly, if you can connect with doctors at a high level, why the heck wouldn't you create a business model that has integrity, customer experience, and quality. I wanted to really love this company but it just feels shady.
Response from PendulumJan 2, 2025
Hi Sunni, I'm so sorry to hear you had some trouble canceling your subscription and order. I just checked and saw our representative, Lloyd, was able to cancel your order that was originally scheduled for December 27, 2024 and he provided a full refund. I also confirmed that he canceled your subscription, so you won't receive future orders. I deeply apologize for any inconvenience you may have experienced, I know its frustrating when there is friction to cancel. We do our best to notify customers of upcoming orders with 6 days notice so there is ample time to make adjustments, and we try to make account management easy through our portal. I'm sorry we missed the mark here- our team is always here to help should you need future assistance.