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Vitacost.com - Beware of Verified Shipping Address Changes when Using PayPal
Complaint
Review by malmillington on 2012-06-06
Rating: 
TEHACHAPI, CALIFORNIA -- From my cart I clicked on the "Check out with Paypal the safer, easier way to pay" link to complete my order. In Paypal I selected my card and specified my shipping address. I placed my order and Vitacost.com got my credit card number just fine, but did not care about getting the proper shipping address.
After seeing the mistake on the confirmation email, I had no way of canceling the order. My Vitacost.com account didn't even recognize that I had submitted an order. Vitacost.com customer service was closed, so I sent an email.
I got a reply, late the next day, to inform me that my order has already shipped and that Vitacost.com is sorry for any inconvenience this may have caused... My $65 worth of product is being shipped two states away!
After 16 minute phone call to customer service after work, I was given the option to had someone at the other address ship it to me and pay for that shipping. Or to wait for it to arrive, call customer service, wait and wait for someone to answer, get a return number, ship it back, wait for them to re-receive their products again, refund my account, and order that whole thing again.
In that amount time, I will have already gone elsewhere for my purchases.
After seeing the mistake on the confirmation email, I had no way of canceling the order. My Vitacost.com account didn't even recognize that I had submitted an order. Vitacost.com customer service was closed, so I sent an email.
I got a reply, late the next day, to inform me that my order has already shipped and that Vitacost.com is sorry for any inconvenience this may have caused... My $65 worth of product is being shipped two states away!
After 16 minute phone call to customer service after work, I was given the option to had someone at the other address ship it to me and pay for that shipping. Or to wait for it to arrive, call customer service, wait and wait for someone to answer, get a return number, ship it back, wait for them to re-receive their products again, refund my account, and order that whole thing again.
In that amount time, I will have already gone elsewhere for my purchases.
Comments:
Posted by trmn8r on 2012-06-06:
The crux of this complaint is whether there is a problem with Vitacost's website, or if this was an oversight of the OP. I can't tell from the complaint which it is.
Posted by VitaCat on 2012-07-30:
I would be more than happy to take a look into this and see what we can do. I am sorry for the delayed reply but if you'd like us to assist further, please email me directly at customerservicevc@vitacost.com.
Catherine C
Social Media CSR
Vitacost.com
1-800-793-2601
Catherine C
Social Media CSR
Vitacost.com
1-800-793-2601
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