Just this last weekend I ordered some products from this company (sold on what I was thinking was a Reputable and Honest Company).
First - the 100 % money back guarantee is 100% crap.
Second - The buyer does NOT get the opportunity to review the order before it is charged to your account. If customer service is unavailable (not in business hours when I ordered) your only recourse is to email them. I noticed an incorrect item was added on my order when the confirmation page showed after I was charged and I literally called and emailed them with 5 minutes of placing the order, asking that they remove the product and refund the amount of the product onto my card.
Third - they are quick to reply, which was nice. However, they answer by stating that they ship through a 3rd party company and cannot cancel or change and order once placed.
Fourth - The options offered for compensation are not A 100% refund.
These were the choices given, which to Biotrust constitute a 100% Money Back Guarantee:
1. Either an immediate 25% credit of your total order can be credited back to your card. (So why can't the full amount be credited back?)
2. A 50% credit of the total order amount to your account with them that can be used for future product purchases (i.e. if the bill was $120, they would credit you $60).
3. An exchange of products for up to the amount of the product incorrectly added to the order. (This is the option I chose as I am praying the products are better than their customer service and still want to try the products.)
None of this actually gave me what I or 99% of America would consider a 100% money back guarantee.
I sent an email response to customer service to let them know how unhappy I was and how DISHONEST this made Biotrust look and how leery this made me of Biotrust - all before I have even received a product. Again I did quickly receive an email from them stating they were sorry for the confusion. It stated that the Shipping was from a 3rd party company and unable to be changed or canceled and they confirmed they would be resending the product I wanted. From the details in their email, they also made it sound like it was supposed to be a great convenience to me, that they were not going to charge me another shipping fee and from the wording made it sound as if I would normally have to PAY A RETURN SHIPPING CHARGE for any items actually returned to the company.
So far, they seem very unethical and dishonest in their practices.
I will update my review on the actual products after I get them and have the chance to use them.
Lastly, You will get what seems like a million and one emails from them once you order something. The nice little books they show and will "send" you are NOT actual hard copy type books, they are ebooks you have to download. So if you prefer hard copied books or don't have a printer you’re just out of luck.
So far I a very unimpressed with Biotrust.
So beware when ordering. Be extremely careful as they are very good at the upsale of products and not making things clear and it is easy (which works to their monetary advantage) to mess up your order and not know till after your money is basically stolen (in my opinion).
I will state now, that I will be leaving this review on other sites as well to warn the masses before they get ripped off by the billing and selling practices of Biotrust. I am a real consumer and not a bot. I am on Facebook and you can find me by name and message me if you have any other questions.
Bottom Line: No, I would not recommend this to a friend
Company Response from BioTRUST
May 13, 2016
Hi Wendy,
I hope this finds you in the best of spirits, and I hope that you have enjoyed a nice week. My name is Tim Skwiat, and I am the Director of Nutrition and Exercise with BioTrust Nutrition, as well as a member of the BioTrust Science Team and Fitness Team. I’m reaching out to you today because I received notification from this website that your review was just published today (May 6). [Note: I initially submitted my response on Friday, May 6.]
I am remiss to read your review, and I’m terribly sorry to learn of your disappointment. My hope is that you allow me the opportunity to do everything I can to take care of you and ensure a completely positive all-around experience.
Before proceeding, I do want thank you and commend you on leaving such an elaborate review of your experiences. We graciously accept customer feedback with open arms, and while the majority of that is positive, we invite constructive criticism as well. After all, who better to tell us how we can improve than our customers. Our goal is to provide you not only with the highest quality, most efficacious products but also world-class customer service.
To speak to the theme of your review (i.e., money-back guarantee), we most certainly stand behind our products 100 percent, and your satisfaction is guaranteed. If you are unhappy with the products, we will promptly and cheerfully issue you a refund even on empty bottles. You can find the details of our return/exchange policy on our website; simply select the Return/Exchange Policy link from the bottom of any page on our site.
As noted there, in order to get said refund, we do require that empty and unused bottles be returned within 1 year accompanied by a return merchandise authorization number, RMA, which will allows our distribution center to associate the returned package with your account. If you decide to return the products immediately after receiving your order, you are more than welcome to do so. Just give our customer service team a call or e-mail, and one of our customer care specialists will cheerfully assist you.
That said, we know that you came to BioTrust for a reason, and I do hope that you allow us and our products the privilege of accompanying you on your journey to improved health and fitness. After all, you are protected by the one-year money back guarantee, and we will refund even empty bottles; so, it’s worth giving the scientifically-backed products a shot. I would like to make myself available to you as your own personal nutrition and exercise coach. I would consider it an honor to provide you guidance, support, accountability, and encouragement as you progress toward your goals. Please feel free to contact me directly at tskwiat@biotrust.com at your convenience.
Speaking to your concern about the e-mails, I’m very sorry to hear that you don’t find our daily health and nutrition tips to be beneficial to you. The overwhelming majority of our customers look forward to reading our newsletters, learning about the most recent research, and gathering advice on how they can improve their health and fitness. If you would like to unsubscribe, however, you are more than welcome to do so at any time. You can do so by accessing our Support portal on our website, or you can simply scroll to the bottom of any e-mail newsletter and select Manage Email Subscriptions to your preference.
With regard to our free reports, I’m sorry to learn about your disappointment. We spend an enormous amount of time and resources in creating these free resources for our customers. We do provide them in electronic format (i.e., eBook), as our customers have informed us that this is their preferred format. This also allows us to provide our customers with the information sooner, and it also allows us the opportunity to create more of these valuable resources faster.
With all of that being said, Wendy, I invite you to contact me at your convenience. We’re here for you, and our ultimate goal is to help you achieve yours. I look forward to the opportunity to make this right for you and turn your 2-star review into a 5-star experience!
My best,
Coach Tim
