Sue W.

On September 1, I purchased a supplement for $34 with free shipping from the Lucky Vitamin site after carefully reading the list of ingredients for the product posted on the site. I received a package on 9-5. I immediately noticed that I received a product with another name and different ingredients, although the packing slip states I received the item I ordered.

I learned from the manufacturer's site that the product I ordered is no longer available, yet Lucky Vitamin is listing the old product on its site and using the old product name on its invoicing while shipping the new product, which has a new name and new ingredients. This is false advertising and misrepresentation.

I immediately emailed Lucky Vitamin telling them of their misrepresentation and false advertising. Their website clearly says "No sweat, all products – opened or not – can be returned for any reason. Send the items back to us within 90 days and we'll refund your money…Once we receive the package, we'll refund you via the same method of payment with which you paid. You will receive the full purchase price of your product minus any shipping fees (unless of course, it was our error)."

I told Lucky Vitamin, "This is your error in shipping me a product I did not order. I expect you to provide a full refund of $34.00 to me when you receive the returned product plus provide a prepaid shipping label."

I received a prepaid shipping label the next day by email, packaged the supplement & took it to a FedEx drop off site on September 8. FedEx delivered it to Lucky Vitamin on September 11. The next set of problems began on September 14 when Lucky Vitamin gave me a refund of $28.05 after deducting shipping of $5.95. This clearly violates the statement on their site.

Thus began a series of 5 emails from me demanding an additional refund of $5.95 for shipping, which was free to begin with. The replies from Lucky Vitamin employees ranged from I had already gotten a refund, no refunds for shipping are allowed, to a general run-around. With each email I had to send, my frustration and anger at this company for its lack of customer service and business ethics grew and compounded.

For me, it wasn't any longer about $5.95. It was about principles, ethics and doing what's right. Lucky Vitamin violated the promises it made on its site. Finally in my last email sent September 20,15 days after I got the wrong product, I stated that if I didn't get a refund of $5.95 promptly, I would be contacting the Better Business Bureau and the Attorney General of their state. I added that Lucky Vitamin had ripped me off and I did not intend to stand for it. The next day I received a refund of the $5.95, but no apology whatsoever from the employee issuing the refund. I find that amazing.

I know this review is long, but I want others to be aware of how Lucky Vitamin treats its customers when it does something wrong. I will not put myself in a position where this could happen again to me.

Horrible experience. Their photo of the items I ordered wasn't accurate for color. When I called immediately to return the items, an arrogant, unpleasant clerk took my call & berated me for buying something online instead of a brick & mortar store if I was looking for a specific shade. He did provide a return authorization within a reasonable amount of time & said I would get a refund within a week after they received the return. I waited 2.5 weeks after USPS said the return was delivered then called only to get another hostile person in customer service. I eventually got the refund, but 20% of the purchase price was deducted from my refund. I will not do business with them again under any circumstances.