Rachel B.
Very Unhappy- No expedited shipping/arrived hot - Poor customer service
Very unhappy experience with Eden. Used Eden about a year ago with zero issues. Last year, my medication was sent 2-day air, packed in ice. I restarted this year and chose Eden based on previous experience. This time, my shipment was sent UPS-regular ground truck delivery (not expedited) and took 5 days to arrive. I would like to note I live in Texas, it's summer, and my medicine traveled from Florida on hot UPS trucks. Eden's website states in multiple places "Free Expedited Shipping." It further states Eden ships overnight or 2 day delivery. Worried about the stability and safety of my medicine, I looked on the Eden website and it states medication should remain stable as long as it's within 4 days without refrigeration (not in the back of a hot UPS truck). I contacted customer service to let them know my medication took 5 days (arrived very hot) and I was worried about it's stability and safety- based on the fact it was over the length of time Eden says it's safe on their website. Customer service refused to do anything. I asked for either a refund, or a new shipment, sent expedited. They again refused to do anything. I will not be purchasing from Eden again as I feel they have poor customer service and do not take customer's safety or concerns seriously. I also am upset that if you advertise "Free Expedited Service" multiple times on your website- you should deliver that, as that's part of the reason I paid more to use Eden vs. another company.
Response from EdenJun 12, 2025
Hi Rachel, Thank you for sharing your experience — we’re truly sorry to hear how disappointed you’ve been this time around, especially after having such a smooth experience with us previously. We understand how concerning it must have been to receive your medication late and overheated, particularly in the Texas summer heat. That’s not the level of service or reliability we aim to provide. You're absolutely right that we advertise free expedited shipping, and we sincerely apologize that your package was sent via a slower ground method. We also understand your concern about the stability of the medication given the travel time and temperature, and we’re sorry that our team did not offer a resolution that felt fair or reassuring. We’re taking your feedback seriously and will be reviewing what happened with your shipment and the response you received from our support team. If you're open to it, we'd love to make this right and learn more so we can do better moving forward. Please reach out directly to us at [email protected] so we can look into this further and work on a resolution together. Thank you again for taking the time to share your feedback. Your safety and trust matter to us. Susie