This f' ING outfit has refused to cancel a subscription that was never arranged. This scam has been going on now for 3 months. DO NOT MAKE A PURCHASE !!!!!!!
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Company details
Information provided by various external sources
100% natural health products. Strictly no highly-processed or artificial ingredients in any of our products, just simple, pure, natural goodness.
Contact info
Magna Way, S60 1FE, Rotherham, United Kingdom
- www.vitalifehealth.com
1.6
Bad
84 reviews
No recent history of asking for reviews
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Hasn’t replied to negative reviews
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ROI/EU be warned about additional custom fees not included in taxes charged at billing
I made the mistake of ordering with Vitalife Health on Monday 29th of March, 2021 for some products I needed urgently. They cost me a total of £18.84. I was charged £3.77 in taxes and a considerable £19.99 for shipping to Ireland totalling £42.60 (half of which was the mentioned shipping fee, that is how desperate I was). When you are clicking away and already accepting £19.99 in shipping fees, you are not really calculating what % £3.77 corresponds to and if indeed 23% of your total order. As it turns out, the tax is not for Ireland but for the UK so I had the delightful surprise to have DPD email me on Saturday 3rd of April (I specifically added a note I needed these items urgently) to state I had to pay an additional customs fee of €12.64 (or a figure around this mark). So I am now paying £42.60 plus €12.64 including taxes (£3.77 which I thought were the ROI taxes but apparently they are UK taxes) for a country in which I don’t live in (the UK) and for something that was originally £18.84. On top of that, my order was only dispatched on Friday 2nd of April. You would have thought that for an obscene amount of courier service fees at £19.99 you would be a top priority but not for this crowd that can obviously take the pleasure of losing a future customer regardless of UK exports to the ROI having gone down 65% in sales since January 2021. We are clearly not of interest to them. They also belong to the probably 5% or less of businesses that have not done their Brexit due diligence to ensure their customers do not have further charges or delays in their deliveries upon arrival to an EU country. Nowhere while completing my transaction did a warning pop up to tell me that if I proceeded with my purchase would I need to pay further import charges in the country of destination and was I sure that I wanted to proceed. Most UK websites prompt such warnings and also make sure to include any additional fees such as VAT and customs. Amazon was much quicker to deliver the same items I ordered from them which I thought would not arrive on time and why I resourced to Vitalife Health in the first place. Lesson learned. Don’t try and support other businesses, just go with Amazon. They are reliable for a reason. Stay clear of Vitalife Health unless you want to throw your money away on an extortionate shipping fee that does not equal prime customer care.
I am also sure this review will get a reply where I look like an absolute fool for not reading the 19 pages of T&Cs where all of the above is clearly stated -because what customer doesn’t read the T&Cs- and that makes them look like Mother Theresa
EDIT: as expected, they understood what they wanted and addressed what they wanted to address. They never explained what the £3.77 tax charge was for seeing I am an EU resident and why it did not include customs and taxes for my country of residence when they claim these are included. How come I have bought things in the UK before post Brexit and it has been stated that prices are final and include taxes and customs fees and in their answer they claim so do their charges but customs still charges me their fees? Is the customs or Vitalife in the wrong? One does wonder?
2nd edit: I am unaware why you keep going on about my residency status in your reply. If I say I am an EU resident and/or reference the ROI/IE, it is because I am referring to I “reside” as in the verb “to reside”. If you had really looked into the matter, you would see that the address of destination is ROI/IE.
As I said, your website is not the first I have used post-Brexit but it is certainly the first where the “taxes” did not include custom fees and where I had to pay additional fees. So as far as I am concerned as a customer, you did not do your due diligence and I was charged additional €12+ on top of the rip off fee for a delivery that will take over a week. Again, if you will charge £19.99 for shipping, you should put those customers at the top of your list. I will not delete this review as other EU customers should be warned about additional charges upon arrival and that £19.99 in shipping does not even come close to regular post delivery times. Maybe something you could work on to improve customer experience.
3rd & last update, I am done with this ping pong: whenever I have bought above €23 in the UK, the business, e.g., Amazon includes all costs of purchase & why, upon arrival in IE, neither the postal or courier service, charges additional fees on behalf of customs. Again, your business clearly belongs to the less than 5% of UK businesses that haven’t set this up or else, I wouldn’t have been hit with additional charges. If I was an EU customer, I would be glad to see this brought to my attention to make a more informed decision when buying. Also, if I wanted to get snotty in my area of expertise I could, so please don’t get so stuck up in technical lingo when replying
April 3, 2021
Unprompted review
Reply from Vitalife Health
Hi Paulina,
Sorry to hear of your negative experience with us.
Brexit is, indeed, causing issues for EU orders at the moment. However we are successfully navigating the new rules well, and are seeing 95%+ delivery success rates to most EU destinations.
I can confirm that we have absolutely performed our research in this space, ahead of time, as we serve hundreds of thousands of customers across the EU, and we are positioned well for EU fulfilment as a result.
There is a pop-up message at checkout, whenever an EU destination for delivery is selected, it will advise you that there may be additional duties and import VAT to pay on arrival, and asks that you are aware of these potential fees prior to placing your order.
I'm sorry if you missed this.
I'm slightly confused regarding your comment about incurring duties/taxes for 'a Country I don't even live in'. Duties/taxes are based on your delivery address rather than your residency status. If your delivery address was not ROI, then there is clearly a major error on the part of customs, and we will look into this for you.
I'm very sorry you feel that the checkout process and charges were not clear, and that you felt dissatisfied with your experience. I'll speak with the relevant team and see if we can make this communication even clearer during the checkout process and across the site.
In an ideal scenario, we would ship as the principle importer of goods and therefore pre-charge to the customer and pre-pay any import duties and fees. However, with over 40,000 lines and each EU destination having their own rules and rates for each type of commodity, this is an implausible proposition. We are therefore faced with the only other option of advising customers based in EU destinations that they may incur additional fees and taxes from customs, and ask that they research what these may be prior to placing an order, so they are fully aware of them.
From a customer convenience perspective, I know this is not ideal and we are currently exploring other split-fulfilment setups that would simplify this from a customer perspective.
It is unfortunately the landscape we are faced to navigate in these early stages of the UK leaving the EU. It's a difficult landscape to navigate but one that we will strive to do so, in a manner that makes things as convenient and speedy as possible for EU customers.
Apologies again for your negative experience.
EDIT: We don't claim to include customs duties and taxes, we are quite explicit about this during the checkout process with our pop-up message (you note that we have only addressed certain points, but you are doing the same thing to us in your edit - we mentioned this in our initial response, and you can get the website to recreate this message if you test the checkout process with any EU address).
Once again, I'm very sorry you've incurred extra fees on import - this is a customs charge, we are explicit about this not being covered in the purchase price. If you believe you have been incorrectly charged on this element, you must contact your relevant customs and excise government department - unfortunately we don't control this part of the process.
I'm not sure if you are aware, but there is a 'one stop shop' system for EU VAT charging being introduced very soon (it should already be in place but was delayed in its introduction) which ultimately removes the distance selling thresholds in each territory - meaning, even if you sell just one item to an EU destination, you must charge the destination rate of VAT and declare this to the relevant tax authority on filing. Due to our fulfilment setup we are partially exposed to this rule and therefore our checkout system currently partially accommodates for this as we adapt to the situation ahead of these rules being imposed. This is the 'tax' element you see on your order.
I hope this clarifies the situation - it's a very difficult, complex environment to navigate for us, especially considering our extensive range of over 40,000 products. We are trying our best to adapt to this difficult environment and new rules, as well as any small business can. I'm just sorry you feel you were disappointed enough to share your experience on Trustpilot when we are trying our best. I'm sorry.
EDIT 2: I didn't mention 'residency' in my last edit. VAT charging is based on delivery destination.
They are both things we are actively working on to improve customer service and delivery expectations - our new website will launch later this month and it will address these points even further and make the potential of customs fees and duties even clearer than our checkout message already does. Once again, I'm sorry you feel you had a negative experience due to the customs duties and taxes incurred.
EDIT 3: No 'technical lingo' beyond what is necessary to try to explain why you have been charged both a tax at checkout and further import taxes, has been used. We're not trying to confuse you - apologies if we have.
As mentioned in our messages above several times, we have a warning message on checkout for all EU destinations, that clearly advises there may be additional customs duties and taxes and that you make yourself fully aware of these before you commit to the order. This was live and working at the point of your purchase.
Again, apologies if you missed this, but we have made every effort to make this very visible and clear.
I wish there was something more we could do for you in this situation - but import duties are not within our control, unfortunately.
Great service
Great service. I've ordered with them a few times - I think sometimes you have to be careful which items you order regarding leadtimes, I'm not sure their full range is held in their own warehouse. I've ordered G&G Vitamins with them for over a year, and have received within 48hours of placing my order, and the same story with their own brand matcha tea. But I've also ordered Honegar Cider Vinegar (I love it!) and it took almost a full week to arrive.
Having said that, customer service updated me fairly quickly when I asked about the Honegar order to advise of the leadtime. Overall, I'd recommend.
March 19, 2021
Unprompted review
No responce from Vitalife - 2 orders both wrong
2 orders have been received both with the wrong product, have emailed twice through the contact us page, 10 days on and not a word from them over £50 down the drain. This is a lesson to everyone, before you order anything online make sure that the company you are dealing with can be contacted and that they respond in a timely fashion. Vitalife Health are NOT easy to contact and they do NOT respond to customers
March 19, 2021
Reply from Vitalife Health
Hi Sandra,
Both of your orders show marked as successfully delivered on the 5th March.
See tracking:
https://www.royalmail.com/track-your-item#/tracking-results/PZ750823975GB
https://www.royalmail.com/track-your-item#/tracking-results/PZ750823940GB
We have a customer service team that achieve 100% response rate in 24 working hours, and the data shows no missed or unanswered enquiries.
I'm very sorry if you are without your product, or you did not receive a response from us, but both data sources show otherwise.
Please could you email us on info@vitalifehealth.com with more information regarding your orders and we'll investigate further.
Thank you.
great customer service
I hesitated to order because of the reviews I read but a great experience so far. The customer service is approachable and answers my questions which I myself find annoying. I would be delighted to recommend and order again in the future.
February 26, 2021
Unprompted review
Disappointed with their service
I've placed an order more than 10 days ago. According to their tracking system, it hasn't been shipped yet. I've been sending emails and messages on their FB page in order to know what's going on....But no replies at all! I'm so disappointed with their service so far....Payment went trough as soon as I placed the order, but I have no idea where my package is!
Edit: The owner contacted me to explain the reason of this incidence. Also, due to new regulations after Brexit things do not go as smooth as we'd like to. External problems happen sometimes, and I guess we should take them into account and be aware of it and accept that it may happen during this transition period....Life will still go on, no worries...
February 25, 2021
Unprompted review
Reply from Vitalife Health
Hi Jessika,
We're very sorry to hear this.
Having investigated this for you, our fulfilment warehouse (James and James Fulfilment) caused the delay with a system error causing the order to sit, packaged and ready to go, for several days in their warehouse.
This is inexcusable, and a full investigation is being launched to find out why this happened.
In the meantime, I've asked them to expedite the release and have upgraded your shipping to a faster service, to at least make-up for the delay this has caused you.
We hope you enjoy your items when they arrive, and once again I am extremely sorry for the delay they have caused.
Great experience
I had to change my address last minute as I made a mistake with it and it was amended just hours after I sent an email. My order came in earlier than expected, too, so I can say that I am a satisfied customer and I will definitely recommend your products. Thank you so much again for delivering my order right away.
February 19, 2021
Unprompted review
I would not recommend this company
[original review had one star - see below for edit] I would not recommend this company. I ordered 6 of the same item and they took payment straight away. I then received an email to say they were out of stock of 5 of the items but would dispatch one. I really needed the 6 items I had ordered, so rather than getting one from Vitalife and then having to order 5 (and pay additional postage) from somewhere else, I asked them to cancel the order entirely.... at which point I was told that cancelling would cost me 25% of my order fee!!!! So I could accept the one item (pay postage - which had been offered at 50% reduction) and be refunded the other item costs in full, or cancel the whole thing, receive nothing, and pay 25% for the privilege!!!! For their mistake!!!! This seems like a total scam to me.
Edit - a week on and I now have a full refund (having received a partial refund when I wrote the original review, I received the other 25% yesterday).... as it happens I also received the one item from the cancelled order! It appears that there isn’t a clear line of communication between the customer services and the warehouse. I appreciate finally being refunded (and being sent one item free of charge - which I’m guessing was an accident rather than a consolation for all the hassle), and the *very* apologetic email that went with it, but I would also caution against using this company. I wouldn’t risk it when there are others who seem to manage with much less hassle than this! I have amended my star rating to reflect this resolution, but it’s safe to say I’m not a “satisfied customer” by any means!
February 10, 2021
Unprompted review
Reply from Vitalife Health
Hi Laura,
I'm very sorry to hear of your negative experience with us.
Having spoken directly with the customer service employee dealing with your refund request, they have explained that the 25% restocking fee was being waived in this instance, given the stock shortfall was due to a system error on our part. This is always the case, and there is never a restocking fee applied to refunds that occur due to issues on our side.
It does appear that the person who processed the refund made an error here and applied the restocking fee. They have since been advised of this, and they have released the remaining 25% - so you should receive your full refund as soon as the payment processor completes this for you.
Once again, I'm really sorry for this unfortunate string of events, and we will be investigating ways in which we can prevent both system and human error in these processes going forwards.
Thank you
Great company
Great company! I've regularly bought their teas over the years and always enjoyed them. Especially their matcha. I also love the Manilife peanut butter they introduced me to. I've not found a better one yet!
November 16, 2020
Unprompted review
Wide Variety of Products!
I have been ordering with Vitalife Health for quite a while now. I am mostly glad that they offer a wide variety of healthy products that I need for my diet. I am also glad that the available products keep growing! I get my dogs' need from them too! The team is quite fab. Whenever I have any query with my order, customer service gets back to me within 24 hours.
November 16, 2020
Unprompted review
Tried and trusted
I've used vitalife for many years now. Tried and trusted company. Their Matcha tea is second to none, would never use any other brand. They're a company I can rely on, with great customer service which I've only ever had to use once as I have never really needed to!
November 15, 2020
Unprompted review
Extremely well, some reviews here may be Fake.
At first, looking at some reviews here I was quite skeptical about ordering here. But I gave it a chance since this was the best place to order some drinks that aren´t usually available.
It went really well. The order arrived in a couple of days from the UK to Spain, and the package was extremely well protected with lots of bubble wrap.
I will buy again without any doubts.
August 24, 2020
Unprompted review
Out of pocket due to their mistake!
Brought some coffee from them and they sent me the wrong item. They refused to cover the full cost of returning the item so I am out of pocket. Will not use again.
May 20, 2020
Avoid this company.
Avoid this company. Like others, I had an order confirmed and was told it had been dispatched 3 weeks later. Then had an email saying they were our of stock and were refunding my money via PayPal. They then had the PayPal refund declined twice so I have paid for goods I have not received 4 weeks ago and all I am getting is promises that this will be resolved. My next step is a formal complaint to PayPal and MasterCard. Avoid this company.
April 25, 2020
Unprompted review
Reply from Vitalife Health
Hi Glenda,
Thanks for taking the time to leave a review, and I'm sorry to hear that your experience was a negative one.
As you may have seen from the large notice at the top of our website (and on the shipping information during checkout), we currently have a 3-week delay on orders due to the current situation and the additional demand this has created.
This, hopefully, helps to explain the initial delay you experienced.
We have found that our stock management system has not handled the unprecedented volume well, causing discrepancies and overselling on some lines (though I'm pleased to confirm we are over the worst of issues like this).
The system itself would show stock allocated to an order but it would only be upon picking the actual order when the warehouse staff would realise a shortfall.
This will hopefully explain why the items were not refunded earlier - since we were not aware of the issue until the day that your order was meant to be picked, and a refund was issued that same day.
I'm very sorry you felt disappointed enough to leave a negative review on Trustpilot rather than work this out with our customer service team who have been in constant contact with you.
We are doing our very best in a difficult time, we are a small company, and negative reviews like this can have a serious impact on our small business.
For anyone reading this, please bear in-mind we have successfully served over 4,000 new customers just in the past 3 weeks of very turbulent times - delivering much-needed supplies direct-to-home to save people from visiting the shops and putting themselves at risk.
We are very proud of this fact, and will always try our best to help people.
The problem with Trustpilot as a platform is that the odd person who is so frustrated by an unfortunate situation like this, can make things look disproportionately negative, when the thousands of customers who are satisfied with their orders will not think to visit Trustpilot and leave a review - because they got what they expected and are busy enjoying their items.
Please take this negative review with the above perspective in-mind.
APPALLING customer service. AVOID THIS COMPANY
**in response to YOUR response, saying how disappointed you are I didn't try to work it out with your customer service, that they had been in constant contact with me.. WHEN WERE THEY IN CONSTANT CONTACT? I got an email on 10th April 10 days after I placed the order and AFTER I emailed them, they said my order was being processed... NO MORE CONTACT FROM THEM TILL THEY CANCELED MY ORDER ON THE 21ST!! SO WHAT ARE YOU TALKING ABOUT?? that you have been in constant contact with me! NOT TRUE. AND EVEN NOW, you're not working it out, you're just explaining what happened, AND trying to make ME look bad! You say you're over the worst but you never offered to ship it, or tell me it would be delayed a bit more, you just canceled my order THREE WEEKS AFTER I PLACED IT ! I did not mind a shipping delay, but YOU CANCELED MY ORDER! If you had said so sorry, we are only shipping it now, I would have said no problem, because I understand these times are challenging, I am very understanding about what's going on but you just canceled MY ORDER! **
APPALLING customer service. CAUTION CAUTION CAUTION: I ordered several cases of Elderflower cordial on 1st April 2020. I understood that there might be a bit of a delay in shipping, but no problem. On 10th April, I emailed them, asking if it had been shipped yet. They replied immediately saying they received and had processed the order (YAY!) but that shipping wouldn't take place for another week or two (which was fine). TODAY ON THE 21ST APRIL, THREE WEEKS AFTER I PLACED THE ORDER, I got an email saying "cancelled your order, have refunded you." Apparently they did NOT have the item in stock but instead of telling me the day after I placed the order, they DELIBERATELY MISLED me on the 10th and told me they DID have it and my order had been processed - AND ONLY TOLD ME THREE WEEKS AFTER THE ORDER WAS PLACED, after they'd confirmed it - that they don't have it, supposedly. DISGRACEFUL. I'm not upset that they supposedly ran out of stock - that's fine, that happens - but if they'd told me the day after, I could have ordered it elsewhere. THEY LIED TO ME ON THE 10TH APRIL AND THEN DIDN'T BOTHER TO TELL ME UNTIL THREE WEEKS AFTER THE FACT THAT THEY DIDN'T HAVE ANY. WHAT AN ABSOLUTE DISGRACE. I am ABSOLUTELY FURIOUS. It's something that you can only get in the UK, so now I won't be able to find any for at least another three weeks from another source, SO IF YOU'RE THINKING OF BUYING ANYTHING HERE, DON'T. AND VITALIFE - IF YOU DON'T HAVE AN ITEM IN STOCK - TELL THE CUSTOMER THE FOLLOWING DAY, SO THEY CAN GO ELSEWHERE - DON'T LIE TO THEM AND TELL THEM YOU HAVE IT, AND THEIR ORDER WILL BE SHIPPED IN A WEEK OR SO - AND THEN WAIT 3 WEEKS AND THEN JUST TELL THEM "CANCELLED AND REFUNDED YOUR ORDER, COS WE'RE OUT OF STOCK." YOU SHOULD BE ASHAMED OF YOURSELVES.
April 21, 2020
Unprompted review
Reply from Vitalife Health
Hi Ms Joanna,
Thanks for taking the time to leave a review, and I'm sorry to hear that your experience was a negative one.
As you may have seen from the large notice at the top of our website (and on the shipping information during checkout), we currently have a 3-week delay on orders due to the current situation and the additional demand this has created.
This, hopefully, helps to explain the initial delay you experienced.
We have found that our stock management system has not handled the unprecedented volume well, causing discrepancies and overselling on some lines (though I'm pleased to confirm we are over the worst of issues like this).
The system itself would show stock allocated to an order but it would only be upon picking the actual order when the warehouse staff would realise a shortfall.
This will hopefully explain why the items were not refunded earlier - since we were not aware of the issue until the day that your order was meant to be picked, and a refund was issued that same day.
I'm very sorry you felt disappointed enough to leave a negative review on Trustpilot rather than work this out with our customer service team who have been in constant contact with you.
We are doing our very best in a difficult time, we are a small company, and negative reviews like this can have a serious impact on our small business.
For anyone reading this, please bear in-mind we have successfully served over 4,000 new customers just in the past 3 weeks of very turbulent times - delivering much-needed supplies direct-to-home to save people from visiting the shops and putting themselves at risk.
We are very proud of this fact, and will always try our best to help people.
The problem with Trustpilot as a platform is that the odd person who is so frustrated by an unfortunate situation like this, can make things look disproportionately negative, when the thousands of customers who are satisfied with their orders will not think to visit Trustpilot and leave a review - because they got what they expected and are busy enjoying their items.
Please take this negative review with the above perspective in-mind.
AVOID!!!
AVOID!!! They are EXTREMELY SKETCHY! I made an order, they marked it as shipped on the same day. Two weeks later, still no items nor information regarding delivery, every email I sent got a response saying I would get notified when the courier receives my package. I opened a case with PayPal to cancel the order, they issued an E-cheque that bounced a week later. PayPal eventually closed the case in my favour and got my money back.
Also, they're phone number is bogus, disconnected all the time.
April 21, 2020
Unprompted review
Reply from Vitalife Health
Hi there
Thanks for taking the time to leave a review, and I'm sorry to hear that your experience was a negative one.
As you may have seen from the large notice at the top of our website (and on the shipping information during checkout), we currently have a 3-week delay on orders due to the current situation and the additional demand this has created.
This, hopefully, helps to explain the initial delay you experienced.
We have found that our stock management system has not handled the unprecedented volume well, causing discrepancies and overselling on some lines (though I'm pleased to confirm we are over the worst of issues like this).
The system itself would show stock allocated to an order but it would only be upon picking the actual order when the warehouse staff would realise a shortfall.
This will hopefully explain why the items were not refunded earlier - since we were not aware of the issue until the day that your order was meant to be picked, and a refund was issued that same day.
Regarding PayPal. We no longer accept PayPal on our website due to instances we have experienced like this one. Without our permission, they cancelled the connection to our bank account, leading to failed payments. We reinstated the connection as soon as we were made aware, but made the decision to stop accepting PayPal payments since we thought their actions were entirely unethical and led to further delays on customer refunds.
And the final point - we do not have a phone line. We offer only email support and replies via social media. We do this because our resources are limited as a small company, and emails are a more organised way of dealing with customer queries and ensuring all matters are dealt with efficiently.
I'm very sorry you felt disappointed enough to leave a negative review on Trustpilot rather than work this out with our customer service team who have been in constant contact with you.
We are doing our very best in a difficult time, we are a small company, and negative reviews like this can have a serious impact on our small business.
For anyone reading this, please bear in-mind we have successfully served over 4,000 new customers just in the past 3 weeks of very turbulent times - delivering much-needed supplies direct-to-home to save people from visiting the shops and putting themselves at risk.
We are very proud of this fact, and will always try our best to help people.
The problem with Trustpilot as a platform is that the odd person who is so frustrated by an unfortunate situation like this, can make things look disproportionately negative, when the thousands of customers who are satisfied with their orders will not think to visit Trustpilot and leave a review - because they got what they expected and are busy enjoying their items.
Please take this negative review with the above perspective in-mind.
Vitalife had the decency to reply
Vitalife had the decency to reply to my review. Of course, who cares about 4 tins of beans! 77% of people though seem to have an issue with the company. During these awful and challenging times every company is being tested to the full. My complaint really is not about tins of beans, yes how trivial, and the comment from Vitalife trivialises this to the point of the customer being a sad individual even complaining about that.
I sympathise of course that companies cannot always get things right. My complaint really is if you cannot supply, dont wait almost a month before saying- sorry we have cancelled that order. Its challenging for consumers too, but in the main most companies are either saying- not available, out or in stock, and thats an end to it. My advice to Vitalife is rather than annoy customers, say 'limited stock- we may NOT be able to supply' or 'out of stock'. Dont wait a month and actually say a delivery is coming and then send an email saying item cancelled.
Anyway, its a learning curve for many companies and I wish Vitalife the very best in the future and obviously they care about their customers otherwise they would have ignored my comments. I am sure they will learn from a complaint like this and see it as positive and an opportunity to put things right. They have issued a refund for Part of the postage, maybe a full refund for all the postage would have been even nicer. ;)
April 19, 2020
Unprompted review
Reply from Vitalife Health
Hi there,
Thank you for responding to our earlier reply and taking our points into consideration.
Likewise, I am passing your suggestions on to the relevant person to see if we can introduce a message like this, so that this situation does not occur again.
It was rather unfortunate that it was a cocktail of scenarios on your order that led to this point - orders have all been delayed these past few weeks, and whilst we worked hard to update our leadtimes as soon and as accurately as possible, I can see that this, teamed with the fact an item was out-of-stock on the pick-face (in other words, this was a situation where the system showed allocated stock for your order - hence why we were none-the-wiser - and therefore unable to forewarn or take earlier action - until the point your order was actually picked) led to the frustration.
And absolutely, from the customer standpoint we sympathise with this, and can understand the source of your frustration.
I just want you to know that we did everything we could to resolve the situation and issue your partial refund upon realising the error on our system.
Following the challenges these unfortunate circumstances have presented us with, we are aiming to improve the accuracy of our stock systems and the way in which discrepancies are noticed and dealt with, going forwards. But your comment regarding placing a notice on items that have low availability (and therefore greater risk of stock discrepancies causing disappointment), I think is very valid, and we'll hopefully introduce this too.
Thanks again for your feedback, and apologies for the frustration that this situation caused you.
I'll have the customer service team look again at this to see if a full refund on shipping can be offered, especially considering your understanding manner and helpful feedback during these testing times.
Great customer service and products.
April 18, 2020
Unprompted review
Reply from Vitalife Health
Thanks for the feedback - we're glad you enjoyed your experience with us :)
Wrongly accused this reputable company…
Wrongly accused this reputable company of being involved in a scam.
The actual company used the name “Youvitalife”
I was in contact with Vitalife Health who could not have been more understanding.
A company I would not hesitate to deal with.
April 3, 2020
Unprompted review
Don't bother
Don't bother. Absolutely appalling service. Delivery never arrived and had to go through paypal resolution to get matter resolved. No proper way of contacting company.
Buy from them at your own risk.
April 18, 2019
Lack of customer service...
Bought some Method Daily Shower spray and delivery was attempted, however DPD said they could not deliver it as the item was completely crushed, we refused delivery and and it was sent back. I contacted Vitalife straight away to try and get a refund... after 3 emails and 2 weeks I still haven't heard anything. I am really disappointed.
November 13, 2018
Unprompted review
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