ComplaintsforEmerson Ecologics/A Fullscript Company

• Initial Complaint

  07/24/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  Fullscript offers two shipping methods--standard and expedited. Expedited shipping is $4.95 and is stated to arrive within 1 to 3 business days, not including the day the order is placed. I always order with expedited shipping as standard shipping can take a week or longer. My expedited orders ship with *** or DHL/****. *** has always arrived within the 1 to 3 day window, however, every DHL/**** shipment has arrived late. In fact, my last two orders shipped from the VA address at the exact same time, one via *** and one via DHL/****. The *** order arrived in 1 day. The DHL/**** order took 5 days to arrive. They have never hit the 1 to 3 day window when shipping via DHL/****, so, I contact Fullscript via chat every time my orders are late to get a credit on the shipping. I cannot count on two hands now how many times I have had to contact customer service for this exact same issue. I have repeatedly asked them to ship to me using only *** and to notify management of this issue. Apparently, those requests have been ignored because my order today was shipped using DHL / **** once again. Finally, a few weeks ago I requested in the chat conversation that a manager call me to discuss this. I have yet to hear from anyone. Upon seeing that DHL/**** was used again today to ship the order I placed yesterday, I reached out to Fullscript via chat once again to request that a manager contact me. I am still awaiting any contact from Fullscript management. Additionally, Fullscript's customer service used to be quick to correct the issue and easy to get ahold of via chat, however, recently they have added ***** an AI chatbot that only complicates the ability to resolve issues. *** is quite useless, actually, but it forces you to go through the chat bot in order to get to a real person. Very frustrating. It has taken up to 30 minutes to receive a chat response from a real person. It is clear Fullscript does not care about their customers.

• Initial Complaint

  08/16/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I signed Up for a new account and was told it was active. I placed a first order. Before the order was shipped, i was contacted by the company and asked some questions about my business. I answered accordingly. I was than told my account would be reviewed within 1-2 days. It took much longer for them to review only to find out I’m being accused of resale from a supposed brand parter who has failed to contact me about their accusations. I was than told my account will remain closed even though I never ordered from this company before. I think this is disgraceful business practice.

  Business response

  08/29/2022

  While we appreciate your frustration, we have strict business rules that we must adhere to. Please note that our average review time for new accounts takes 1-2  days, and at times may take longer due to demand. For more information please review our site Terms of Sale. If you would like to discuss our processes in more detail, please let us know and our Compliance Team can reach out to you directly.

• Initial Complaint

  01/10/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On January 8 I received a package by USPS addressed to ********* ****** from Emerson Ecologics with 9 boxes of health supplements WITHOUT HAVING ORDERED ANY OF THEM. Emerson ecologics send also a piece of paper listing the item number, the description and the MSRP. In addition they had assigned to me a customer ID and a sales order number. I HAD NOT ORDERED OR WANT TO KEEP THESE ITEMS. What am I supposed to do? I am very upset with them.

  Business response

  03/25/2022

  Business Response /* (1000, 17, 2022/03/14) */ BBB Consumer complaint: Emerson Customer Support was able to locate an interaction from 1/10/22: o SO ********** for ******** Lxxxxx o cust# ******** o ******** is the account holder o Tracking from ee.com: ****************** I have attempted to reach the BBB consumer a few times but have not yet been successful in connecting with her Best guess at this point on what happened would be shipping carrier error; likely a forwarding label was added to this package in error o Tracking alone would lead us to think this was a billed not shipped order or a shipping error as it only shows label created status with no delivery info, delivery estimate, or tracking updates o A forwarding label would explain why the BBB consumer's name and address weren't located in Sage even though she received an Emerson package The CSA determined there was no association with ******** Lxxxxx & assured her she wasn't charged for the shipment CSA opportunities: o When the BBB consumer was unhappy with the options of disposing or donating the product, she could have set up a call tag to get the package back o Opportunity to alert management that someone had submitted a BBB complaint The BBB consumer has my direct phone number as I left her two voicemails.

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩