Pllano, TxMember since October 2015

Reviews (1)

    • Nov 4, 2015
    • Verified Reviewer


    Poor Customer Service

    Overall Experience:

    On 10-21-15 I started to place an order. During the process, I changed my mind and decided not to order at that time. I tried to backtrack and thought I was successful in making the order not go thru. Later that day I received a confirmation receipt for my order. I immediately tried to email a cancellation too the email address sited on the receipt. This email did not work. I went to the web to try and find another email address. No matter how I wrote it, thinking it might be case sensitive, the email listed DID NOT WORK. After wasting an hour on that, I called the phone number on the receipt and spoke to Chris in Colorado.

    I explained my dilemma​ to Chris and said I just wanted TO CANCEL THE ORDER! Chris gave me a variety of reasons why this would probably be impossible at this time, tried to make me other deals, and finally ended by saying he'd email the shipping department. He assured me that he'd get back to me later that day to tell me how it ended up.

    Over a day later, after NOT hearing back from Chris, I replied to the receipt email. Again I explained that I wanted to cancel the order. In under 5 minutes, I got a standard reply stating that it would be looked into and I'd be gotten back to within 24 hours.

    That night, over 30 hours after speaking with Chris, I received a standard notice that my order had been shipped.

    Finally, on 10-25-15, 4 days after talking to Chris, I got an email from him. By now I had had 6 other promotions emailed to me, but no answers to my question about cancellation. Chris offered to let me keep the product for 50% off or I could return it all for a full refund.

    Within one more minute, I had a survey request in regards to CUSTOMER SERVICE. Needless to say, I did not respond at that time.

    It is now 10-28-15. I have had 7 more emails in regards to selling me more product and/or responding to surveys. I have not received the product nor have I had what I consider a descent response from customer service. I could not be more disappointed.

    If their customer service is any indication of how good the product is, I certainly would not recommend it.

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

    23 people found it helpful

    Link to this Review
    • Nov 4, 2015

      Company Response from BioTRUST

      Hi Dot,

      I hope that this greets you in the best of spirits. My name is Tim Skwiat, and I am the Director of Nutrition and Exercise with BioTRUST Nutrition. I am very sorry to hear about your experience and to learn that you are not completely satisfied with the ordering process and the service you've received thus far.

      You see, I keep close tabs on review sites like this precisely for the reason that we want to ensure that our amazing customers like yourself have an overwhelmingly positive experience and received world-class customer service. It disheartens me to hear about anything less than the best.

      With that in mind, I want you to know that I'm going to do everything I possibly can to make things right for you, and I want to start by offering my personal e-mail address ( so that you can reach out to me at any time with any additional questions, comments, or feedback. I know that you chose BioTRUST for a reason, and I want you to know that we'll be here for you every step of your journey to provide you with guidance, support, accountability, and encouragement.

      We welcome customer feedback with open arms, and while the overwhelming majority of that is positive (e.g., customers telling us about fantastic results), we accept criticism just the same. Who better to tell us how we’re doing than our outstanding customers like yourself. With that in mind, I have shared your review with the appropriate parties, including Customer Service, for additional consideration.

      As the customer service representative with whom you spoke did explain, orders are processed immediately. As you can imagine, the vast majority of folks are quite excited to receive their orders and promote their health and wellness. As a result, there is very little time after an order is placed to make modifications. In the event that a customer makes a mistake in placing his/her order and it can't be caught before going to the shipping department, we do everything we can to provide our customers with additional options.

      For instance, you are completely protected by our one-year money back guarantee, and upon receiving your shipment if you still do not want the product, you can simply ship it back (with the appropriate RMA number) and get a complete refund. Even better, as in your situation, you got to keep all of the products you ordered and get a 50 percent refund. Even if you're not completely satisfied after using the products—but I'm confident you will be—just let us know, and we'll be happy to refund you for the remainder of your order total.

      With regard to the e-mails, we're really sorry to hear that you don't care to receive them. Most customers appreciate our daily newsletters, which provide money-savings coupons and free nutrition tips and health information. Along those lines, you are more than welcome to unsubscribe at any time. If you scroll down to the bottom of any of those e-mails, you'll have the option to manage your subscription. Alternatively, you can call or e-mail us at your convenience:

      (800) 766 - 5086

      With all of that said, please let me know how I can assist you, Dot. We are truly here to help and happy to do so, and it would be my absolute privilege to right this ship and restore your trust in BioTRUST.


      Coach Tim

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