Disappointed

[karatemom]

I have been trying to get my shippment of Supplments for nearly 3 weeks
now. The people in Customer Service need to be more considerate of
their customers or they will lose them!

[theralogix]

Hello Karatemom,

It was extremely difficult to locate your account, and I apologize for this late posting, but there was no way to match your reported issue without further contact information. No additional details were provided on your message and your e-mail address was not on file. And a direct reply to your e-mail address bounced.

I searched with the customer service manager for three days trying to guess who might have had the kind of problem you were reporting when you first posted.

I can finally attribute your account history to the reported problem with an account information update that occurred with your shipment that just mailed recently. And I also see that you successfully received a shipment in May, shortly after your post here on this board.

I would like to find out more about what happened when you called Customer Service so we can correct any deficiency on our level of service. Now that I am able to match your account information, I will call you personally on Monday.

Best in health,
==Paul>
Theralogix

[duckiesauce]

I'm with you here! Their Customer Service is HORRIBLE in trying to satisfy their customers! I might as well call Dell because I might get more help with their call center! I've been trying to get my wife's order (3355260) straighten out for the past 2 days and all I can get is "our supervisor will give you a call back shortly". It has been over 24 hours now still no call, are their supervisors THAT busy to pick up the phone to call me??

My wife ran out of her prenatal last week because somehow the post office lost the package and here I am trying to get them to rush out another order for her because she's left without it for days! Most companies would not have any issues with doing this but for some reason Theralogix is being super cheap about it. Speaking of cheap, they sent out their orders using USPS, which is horrible in their own right, rather than using UPS! I've been trying to find Theralogix Corporate contacts to report this horrible experience but no luck yet, lets hope somebody sees this on this forum!

I hope you didn't decide to order with them, their customer service is HORRIBLE! If your orders are smooth then you're lucky, but if you have issues GOOD LUCK trying to get their service department to resolve anything other than "our supervisor will call you back shortly" and you are left without anything you ordered!

STAY AWAY from THERALOGIX if you want good customer service!!

Theralogix customer service is HORRIBLE!! Pray that your orders go smoothly because if you have issues you will get a black hole of customer service where they promise to resolve it but will never hear back from them!! :mad:

Given that my experience was caused by USPS, but if they have good customer service they would resolve it regardless of who's at fault. Nope, not Theralogix! :mad:

Not to mention their site is pathetic when it comes to updating your information (shipping address, etc.). It SAYS that whatever you entered will be updated overnight, NOT the case! What kind of IT shop do they have running? Most sites would have your updates immediately, not Theralogix!

UPDATE: Thanks to Paul in their Corp office, I should be getting my order hand delivered today. Why does it take these kind of posts to get the right customer service? It shouldn't.

[theralogix]

Hello,
I apologize that you have not received the order that was shipped. I suspect that holiday mail has caused a delay in the arrival of your package. The reason Theralogix ships by USPS is to save customers money. Most customers do not appreciate paying $8+ for a low-dollar item. If you want your orders shipped by UPS, that costs about $3 more than First Class Mail, which if you're willing to pay (most customers are not), your account can certainly be set up that way.
I am in the corporate office, and you're always welcome to call us here at (888)899-3899.
Would it be useful to you if your products were hand-delivered today? It just so happens that you're only 1 mile from this office. I will discuss your situation with not receiving a return phone call with the Customer Service Manager when I speak to her in 5 minutes.

Best in health,
==Paul>
Theralogix

[theralogix]

Just a quick update for duckiesauce. Theralogix has determined with a USPS tracking number for your original shipment, that the package was marked "Out for Delivery" on 23-Dec-2010. If you need this tracking number to complain to the post office, please contact Customer Service directly at (800)449-4447. Unfortunately the post office, even with tracking, does not consider a package "lost" until it has not been delivered for a couple weeks. By normal expectations the original package should have arrived on 23-Dec when marked out for delivery by USPS. It is possible that issues related to a local postal carrier and the new housing development contributed to the late arrival. Fortunately we were able to replace this shipment from our local office in your home state.

Best in health,
==Paul>
Theralogix