Won't be using again.
Review edited (and I'm only posting this because the company keep harassing me).
Really not sure what to make of this company. I was searching online to find a specific cold remedy product. This company's website came up in the search results as having stock. I placed an order, on 4th October. Payment appeared to be taken from my bank account the same day but no order confirmation email was received.
I went back to their website to see if I could check the status of my order, it just says 'awaiting confirmation' there was no order number shown. I found an email address on their website for help with orders, I emailed it on the 8th October. Other than the auto reply that asks you to state your order number, which they had not provided, I received no response.
On the 10th October I looked further into this transaction, with the help of my bank, as it was showing as 'Pending Subscription'. Starling advised me to go into the subscription and regular payments section of my account and cancel it, which I did. The payment then appeared to be reversed. What I find very odd is that all other payments from my account either go straight away or show as 'Pending Transaction' they do not specifically show using the word 'subscription'.
Once I posted this review on the 10th October, I then got a response from this company but it shouldn't have taken me posting a negative review to get a response. That is not how you treat your customers. In a separate email they have stated that they placed a hold on the funds from my account whilst they attempted to source stock. To me that is not acceptable retail behaviour, you either have stock and take payment or you don't have stock and do not allow people to place orders. I really object to the fact that I was lead to believe I was making a purchase when I wasn't because they didn't actually have the item. They also stated that they were sorry that they had caused me stress regarding the payment and that they were aiming for more 'transparent communication'. I pointed out in reply that up until that point there had been 'zero communication' other than an auto reply so to talk about transparent communication was laughable.
I'm not changing my 1 star review as I feel that this company treated me badly and to not explain what they were doing or even contact me after my first chase up email (sent to the same email address as they requested I contact in their response) is not an acceptable way to operate.
Reply from healthwords.ai
Hi Jenny,
We’re really sorry for the confusion and frustration this has caused. We don’t set up recurring subscriptions without consent this sounds like a payment processing error, and we’d like to fix it right away.
Please email orders@healthwords.ai with your name and the email used for your order so we can sort this out and issue a refund if needed.
Thank you for letting us know we’ll make sure this is resolved quickly.
- The healthwords.ai team
