Ali
I reached out to customer service…
EDIT: revised to 3 star because they did ultimately follow up and resolve my issue. the initial experience was still not great, but I hope they fix that. original: I reached out to customer service immediately to cancel my order 5 minutes after placing it when I noticed an error - the website automatically added an $8 delivery guarantee that I did not select, which felt fraudulent. The next day, I had still not gotten a response, so I followed up by email. I followed up by phone as well, and no customer service agents picked up, but I received an automated text message indicating that they had received my call and I could follow up by text. I followed up by text, and received no response either. Finally, I called back 3 hours later, and was told that they had received my cancellation request but simply never responded to it, and that they were waiting to hear back from the warehouse as to whether it was possible to cancel the order, and they can't change the order even though the fraudulent order item in question isn't even an item. I'm baffled by this cancellation experience and deeply frustrated with their service.
Response from WellBeforeJul 28, 2025
Hi Alisa, Thank you for your feedback — we're genuinely sorry to hear about your frustration and understand how disappointing this experience must have felt. To clarify, the delivery guarantee is an optional add-on that appears at checkout and can be removed before completing the purchase. That said, we appreciate your feedback and are actively reviewing how it’s displayed to ensure there’s no confusion. Regarding your cancellation request, while we strive to respond quickly, your message came in outside our business hours, and we do need to confirm cancellations with our warehouse once an order has been processed. We agree communication could have been faster and we’re reviewing your case to ensure it’s handled properly. We value your feedback and are committed to improving every part of the customer experience. We'll reach out to your via private email soon. Warmly, The WellBefore Team