MyVitanet.com Complaint - Beware of this online company, please!

Review by Jill from TX on 2011-02-27
Ordered BioFreeze for great price from their website on 12/8/10. They responded with they are out of stock (though website didn't say it was backordered), and suggested I substitute it for freezeRX for the same price, which they had. I responded that I wanted BioFreeze.

Three weeks later I still didn't have my BioFreeze, so contacted their customer support (via their website) and asked for an ETA on my order. No response. I repeated the request every few days, but never got any response from their customer support, even when I threatened to inform their CEO that they weren't answering customers emails! Nothing.

Fast forward to 1/3/2011, I've still heard nothing about my order (nearly a month later). The "Order Status" on their website still says backordered, but not ETA and no responses to my many requests for information. I try the "Report a Problem" link on their website, about my order. But days pass and no response from that either.

Finally, with still no answer and no product, on 1/9/11 I tried to cancel my order. I tried this via their website's 'Cancel my Order', but got the error that it was too late to cancel it! Although it is still backordered and they charged my CC on 12/8/10, and couldn't tell me when I'd get it - their website wouldn't allow me to cancel it!

So, on 1/9/11, I sent their customer support email address a high priority email with subject of "Cancel my order immediately". I received no response.

They have no number you can call and they don't answer their customer support line (which the THE only way to reach anyone). So, after 6 weeks of this, I called my CC company to have them reverse the charge for the order...which they did, temporarily.

I went ahead and ordered my BioFreeze from another website and got it in about 4 days.

On 1/28/11 I received the BioFreeze package my MyVitanet (nearly 7 weeks after I placed the order and nearly 3 weeks after I canceled the order). I emailed them to tell them that the order was canceled on 1/9 and that I would send it back if they paid for the shipping. I got no response.

On 2/25 I got a notice from my CC company that they reversed the credit based on the merchant (MyVitanet.com) saying that they fulfilled the order.

Now I'm stuck with a package I would have to pay to send back to MyVitanet. I don't need it because I got a full supply from the other merchant, but I've paid for it. I'm now having to dispute it via my CC company. This was 7 weeks of hassle while I was trying to get my order fulfilled from MyVitanet since the beginning of December. And now it is nearly March and I'm still in dispute about the order.

So, my caution to other consumers is to be weary of ordering from MyVitanet.com. Their customer service is non-existent and their business practices are suspect. If you don't have a product, you should warn consumers of that when they are trying to purchase it. When a consumer cancels and order, you are liable to cancel it. And, most of all, when you are an online business, you MUST give consumers a way to reach you and you must respond to their requests and answer their reasonable questions.
Comments:2 Replies - Latest reply on 2011-02-28
Posted by Alain on 2011-02-28:
Before you order online check the company's reviews (there are a lot of websites, including this one, that will give you an idea of the company's reputation) and make sure they can be contacted in case of a problem. Your review here, incidentally, will help other consumers avoid MyVitanet.com.
Posted by Anonymous on 2011-02-28:
What is the name of the "other" website that got your order to you expeditiously? Sounds like they deserve a plug.

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