A few things
A few things. First off, the collagen powder is so expensive. Who can continue to buy this month after month? Second, I had a coupon code and the site said it was accepted, yet did not apply it at check out. Took me FOUR emails to get it straightened out, and I didn't want to get a credit AFTER...I wanted it deducted from my payment amount. Obviously something wrong with the site, if it says a code is accepted but then does not deduct it. Finally, I noticed someone else here post about how unreliable On Trac is. They are AWFUL. I have had so many issues with them. Do companies not check out a delivery service before using them?! They get a one star rating here on trust pilot.
Reply from paleovalley.com
Thank you for taking the time to share this feedback with us. We’re very sorry to hear about the frustrations you experienced with your order.
We understand that cost is an important factor, and we do our best to keep prices fair while sourcing the highest quality ingredients for our collagen powder. Still, we know it can feel like an investment and we’ll continue to explore ways to make our products more accessible.
We also sincerely apologize for the issue with your coupon code and the delay in getting it resolved. That should have been handled more smoothly and we’re reviewing our checkout process to prevent this from happening again.
Lastly, we agree with you that reliable delivery is essential. While many customers do receive their packages without issue, we know OnTrac has not always met expectations. We’re actively tracking these concerns and working with them closely to ensure better outcomes for our customers.
Your feedback is incredibly valuable and helps us improve. Thank you for giving us the chance to make this right, and for being open with your experience.
— The Paleovalley Team