E. Johannessen
E. Johannessen
MontanaMember since November 2017

Reviews (1)


    • Nov 14, 2017
    • Verified Reviewer

    BioTrust

    Big let down on service and support

    Overall Experience:

    Let me begin by saying I am NOT reviewing their products as I have not received them yet. I am right off the bat very unhappy with the fact that yet another American business has opted to outsource their customer service to a foreign country. Do you not realize that we as Americans despise talking to people we have trouble understanding? Especially when we are frustrated and are trying to resolve a problem, and now we have to deal with a new problem of a language barrier? Very disappointed in BioTrust for taking away US jobs, and for the high prices of their products. You'd think they could afford to pay our own citizens.

    Secondly, I personally am not happy when I receive a shipping email saying ORDER SHIPPED and TWO DAYS later, UPS still does not have my package in their possession. How is this possible? Calling customer service I have to deal with a person from India or somewhere nearby, that I can't understand, reading off standard responses to my shipping inquiry. How many times are you going to tell me that a UPS label has been created? I know this already. I can read this for myself on the UPS tracking page. I asked why my package still hasn't left your facility AFTER TWO DAYS.

    All I can say is, these products better blow my mind or else the experience will not be worth buying anymore.

    Bottom Line: No, I would not recommend this to a friend

    6 people found it helpful

    Link to this Review
    • Nov 15, 2017

      Company Response from BioTRUST

      Hi Mr. Johannessen,

      My name is Tim Skwiat, and I'm with BioTrust Nutrition. First and foremost, thank you very much for taking the time to voice your discontent and for allowing us the opportunity to make things right for you and earn your trust and loyalty as a life-long BioTrust customer. While it's our goal to provide all our customers with world-class customer service (which is A+ rated by the BBB), we openly invite constructive criticism, such as yours, as we are committed to continuous evaluation and improvement.

      Having said all that, along with the help of our Director of Customer Service and Quality Assurance team, we have reviewed the call history associated with your order. With regard to the first aspect of your review, BioTrust employs Customer Care Specialists in both the United States and India. I do want to emphasize that all of these teammates are employed by BioTrust. In other words, all of our CS team is internal; none is outsourced (e.g., third-party contractors). Overall, BioTrust proudly provides jobs for hundreds of US citizens.

      Be that as it may, your feedback is important to us. While we've worked diligently to recruit the best English-speaking offshore agents, who are trained the same way and have access to the same resources as our US-based agents, we understand that there still may be a communication barrier. Along these lines, we apologize for any frustration that you experienced during your interactions with our CS team. Moving forward, I invite you to contact me directly at tskwiat@biotrust.com with any questions or concerns that you may have.

      With regard to the second aspect of your review, we are in the process of investigating this further at our fulfillment center. Under normal circumstances, orders ship within 24 hours of being placed, often within the same day. It seems as though your order remained at the fulfillment center well beyond that window, which is unacceptable to us. That's precisely why we're looking further into the matter.

      Having said that, we did process a re-shipment as soon as we became aware of the delay. Along those lines, it's my understanding that you should be receiving both the initial shipment and re-shipment within the next 24-48 hours. We are terribly sorry for this inconvenience, Mr. Johannessen. Like I mentioned, we take these matters very seriously, and we're looking into your case from all angles to identify coaching opportunities (within CS) and efficiencies (within our fulfillment center).

      I am confident, however, that you will be extremely pleased with our products, and I'm very much looking forward to your feedback. In addition to making myself personally available to you, I'd also like to offer you a $50 gift certificate that you may use in a future order. If you could please contact me at tskwiat@biotrust.com at your convenience so that I can provide you with the coupon code, that would be greatly appreciated.

      Once again, please accept our most sincere apologies Mr. Johannessen. Thank you very much for taking the time to offer your honest feedback. While we are remiss to hear that your initial experiences have left a sour taste in your mouth, we appreciate you allowing us the opportunity to make this right and to identify areas where we can improve.

      Sincerely,

      Tim


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