Yulee H.
I ordered detox pack
I ordered detox pack - advertised with big discount for £25 for new customers - the moment money went through I was charged £75 full price. Right after the purchase I called them up to find out what’s up. They picked up very quick so that was great . Lady found out from other person she needed to ask , that they will make a refund ONCE the order is approved or something. Ok.. I mentioned they should raise this issue up with management if it’s happening to everyone ….. few days later I call them, the day I received the pack - and ask what’s up with the refund and she said she can see it hasn’t been started, so she”did”. That’s Not what the First Lady said will happen. I am 6days after (including weekend) the “refund started “ I called my bank and they see no such refund in the way. And company seems to be in out of time zone at the moment so I will have to do a follow up again in the evening . It’s just a pain in the bum to be have to saying what the company is doing wrong when they don’t even do what they say they will. . Either you do what you say and do a refund or train your employees stricter to do the job that creates the face for the company. Product might be good - it’s too early to say. Thank you 🙏🏽
Response from Touchstone Essentials, IncFeb 20, 2024
We sincerely apologize for the delay in processing your refund. Following a thorough review of your account and internal discussions with our team, we acknowledge that an error occurred in this instance. It appears there was an oversight on our part regarding the commitment to issue the refund once transaction details were confirmed. This discrepancy has been addressed with our team to prevent such occurrences in the future. As with any human endeavor, mistakes can happen, and we regret any inconvenience caused. According to our records, your refund has been successfully processed, and an email notification should have been sent to confirm this transaction. Additionally, we would like to clarify that our promotion adheres to strict rules, and certain actions such as adding or removing items, toggling autoship settings, or prolonged page navigation may inadvertently affect promotional offers. Nevertheless, we are committed to ensuring that any discrepancies are promptly rectified, including refunding any discrepancies in promotions. We are pleased to learn that you were able to connect with us again and resolve the issue. To provide further clarification, our system typically requires 24 hours to finalize transactions, during which adjustments or refunds cannot be processed while payments are still in progress. Additionally, please note that our operational hours do not extend to weekends, which contributed to the delay in processing your refund. For international orders, please be aware that it may take 7 to 10 business days, excluding weekends, for refunds to reflect in your bank or card account. We recognize that there might have been a miscommunication regarding this timeframe, and we apologize for any confusion it may have caused. Once again, we apologize for any inconvenience caused and appreciate your understanding and patience in this matter. Should you have any further concerns or require assistance, please do not hesitate to contact us.