supplementsource.ca

Poor packing, and poor customer service

Our experience was terrible. We were on month 3 of ordering their products when we received a shipment with a few very damaged items. The one product opened and exploded over everything in the box, and one box and bar wrapping were opened. Took pictures and emailed the company immediately. Julie emailed us back with a video of someone packaging the product (appears this is their MO. I find it odd they make a Youtube video of a person packaging a box but I guess that is how they feel they protect themselves) and said that as we could see the box was fine when it was packed. What I saw in the video was proof there was no protection inside the box during the packaging processes on the bottom or sides of the box, which would make it very easy for items to be damaged. When I called to speak with Julie, Sandy, the Office Manager, refused to put me through. Sandy said they "do not take any responsibility and they have many happy customers, like the one she just got off the phone with" so basically this was my fault. Sandy said she saw the photo of the open protein bar box and it was closed when they packaged it, so I was lying about that. Yes, she called me a liar. She then compared her company to Amazon and when I asked her about Amazons refund policy she said they refund for everything.. I asked if that was their company model and she said no. It was a confusing conversation and went in circles. After Sandy explained that their company takes 0 responsibility I told her I will send everything back. She said I could but she would not refund and I would have to pay for shipping. I then read her the refund policy as stated on the website and Sandy said she was not familiar with their refund policy and hung up on me. All this because a $40.00 container of greens exploded due to their bad packaging.

Date of experience: Apr 10, 2024