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Review 3/2/2011
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Pending BBB CASE ID: 214815 Complaint filed on 9/17/2009
Finally got a reply On March 02, 2011, I provided the following information: (my reply)
(The consumer indicated he/she DID NOT accept the response from the business.)
Ardyss never once attempted to resolve the address problem which caused my product to be lost or stolen from the incorrect address it was shipped to. This was the root of the problem.
They claim I never changed my address. I have documentation via fax that they made an entry error on my address when this whole fiasco occurred and I followed up in writing several times.
Note: I'm shaking my head that the wrong address still stands on Mrs. Morentes reply to me to the BBB. Ironic that they still have the incorrect address on file?
It was simply a nightmare dealing with Ardyss International. Their failure to follow-thru with "distributors" on such a simple matter as an address is unacceptable. The customer service department dropped the ball on several occasions. Then were rude and robotic via telephone dealing with me each time I contacted them.
Now bringing to light their "policy" about cash refunds, is not why I was so displeased. Why are they claiming I breached their distributors clause? I did not. It had nothing to do with my complaint. And there goes "the" underlying problem poor customer service. Question: Did I breech any policy or procedure by asking them to ship products I bought to an address that was incorrect? Huh? Come on now!
What is simply insulting and adding insult to injury. The address that they cc: in their response to BBB was the wrong address as well?
For the record my address is:
(here is where give them my current address)
This letter just justified why I no longer do Business with Ardyss International. Please be assured that I will let everyone know about how they failed to do just the basics.
Their state on their website "Ardyss is a company that was created on the basis of family and helping others achieve their dreams. Throughout the years the company has evolved to meet the needs of the consumer. However, what has always remained at the forefront of Ardyss' vision is the Díaz de León family's desire to share the concept of "family" throughout the company and with its international family of Independent Distributors. Family is our foundation and our Distributors are not only our partners in reshaping and reviving the world, but are important members in our international family"....
If this is how family is treated I wonder how their foes fare?
-end of my complaint-
Note: (I wish I could upload a copy of the letter Ardyss but here is a cut and paste version)
February 2/18/11
ATTN: Adelina Morente
Better Business Bureau
6040 S. Jones Boulevard
Las Vegas, NV 89118
-ARDYSS INTERNATIONAL- C INC.
RE: Customer Nina Franqui (Wholesale Distributor)
Dear Ms. Morente,
Ardyss International has reviewed the complaint from Ms. Nina Franqui.
Ms. Franqui would like a refund for her recurring order from 8/25/09. Ms. Franqui was disappointed with the level of service she received from our
distributor support center in regarding to the information provided.
Ardyss International has each Independent Distributor sign a Distributor Agreement that incorporates by reference our policies and procedures manual. When a Distributor does not comply with the policies and procedures, this is
deemed a breach of their Distributor Agreement with Ardyss. Under section 8.1, "Returns by Distributors," a Distributor that purchases an Ardyss product may return the merchandise within sixty (60) days from the date of
purchase for an exchange. Our policy states, "No cash refunds are issued." When this happens we shall issue an on-screen credit for the value of the product (no shipping and handling) for billing the new desired product.
Upon review of Ms. Franqui's account, Ms. Franqui enrolled as a distributor with Ardyss on 6/5/09. During such time a recurring order was set up in addition to a membership order.
At that time the address was entered into the account as (wrong address here). Ms. Franqui did purchase another standard order with a P.O. Box address on 7/2/09. The recurring order shipping address was not changed nor was the address on file.
Ms. Franqui's recurring order was sent on 8/25/09. On 9/11/09 a case was opened by a distributor support agent to refund the missing recurring order with a claim to FedEx. On 9/14/09 a refund was issued to Ms. Franqui's in the amount of $ 111.32.
Ardyss realizes that missing shipments may occur and therefore have a standard procedure to locate and reship or refund the product based on or findings. We deeply apologize for any inconvenience Ms. Franqui's may have encountered and ensure that our standard of customer service has reached a higher level of service in response.If you have any questions, please feel free to contact me at (702) 407-1751, ex.2170.
Sincerely,
Compliance Department
CC: Nina Franqui
(Wrong address again here)
ARDYSS INTERNATIONAL INC.
2275 Commerce Circle Drive, Suite 300
Henderson, NV 119074
(702) 407-1751, ext.2170.
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