Very bad experience, promises not fullfiled
I was interested in a supplement which was out of stock in BIOVEA. So i click on the icon to let me know when the supplement becomes available.
On november 23, 2014 i got an email from BIOVEA with the "good news" that the supplement becomes available. I immediately ordered the supplement and have paid it the same day. The next day i got an email from BIOVEA that the supplement is out of stock until mid december 2014.
Something went really wrong in their system because i just got an email that the supplement was available. Is this a kind of trap for customers? They mislead customers. I called them several times to complain and i also sent some emails to them asking where is the supplement.
On december 5, 2014 the customer service told me that they will refund me the cost of the supplement plus they will send me the supplement when this become available.
I give them my bank account number but until now (december 28, 2014) no refund was given and no supplement is sent to me.
I have sent them again several emails but they dont answer me.
I am VERY DISAPPOINTED and just wonder how can i file an official complaint to an EU organization which monitor companies operating in EU.
Reply from BIOVEA
Dear Irwan Aranya,
Thank you for your review. On behalf of our team, please accept our sincere apologies for the issues you have encountered with this order. Due to an unexpected logistical issue, some of the due dates for stock on our website had to be revised. We are taking steps to make sure this does not happen again and we are working on getting all products back in stock at soon as possible. As a gesture of goodwill, we will process a full refund for your order, and we will ship the products at no cost as soon as we receive stock. We will get in touch via email to confirm your address and to ensure your full satisfaction. Thank you and please let us know if there is anything else we can do to assist you.
Kind regards,
Olivia
BIOVEA Customer Service