Ryze Superfoods review: Unauthorized order and payment
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I placed a one time order and discovered that this to be was automatically processed again. I emailed Alex immediately on 5/25/24 to immediately cancel the automatic delivery. I only wanted to try it and did not agree for automatic replenishment.
My email response received from Alex on 05/25/24 at 7:42PM
“I truly understand you’d like to cancel your subscription with us. I’d love to fulfill your request. However, please be aware that we’re currently migrating to a new backend system where we’ll process order requests going forward. With this change, unfortunately, I won’t be able to cancel your account immediately and it can take up to 7 days for us to fulfill your request. I sincerely apologize, but don’t worry, I’ll make sure it’s completed as soon as possible and will keep you posted once I’m able to cancel your subscription.
While unlikely, if for whatever reason, an unintended charge goes through due to backend updates, we’ll provide an immediate and full refund. I appreciate your patience and understanding!
I was notified today 5/28/24 by Alex via email that an order was processed and also PayPal notified me that they processed a payment of $97.92 today, 05/28/24 at 02:54 PM. I have tried numerous times to reach them by phone which they don’t answer. Voicemail messages cannot be left and their recording says to send email, which I have done numerous times
Claimed loss: $ 97.92
Desired outcome: Cancellation of unauthorized order and refund of payment taken through PayPal
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Firstly, we assure you that we were able to stop the shipment before it shipped, and a full refund has been processed for the unexpected charge. Additionally, your subscription has been canceled as requested.
Regarding the email response you received from Alex, we sincerely apologize for any confusion or inconvenience caused by the delay in canceling your subscription due to our system migration. We understand the importance of timely responses and actions and regret any inconvenience this delay may have caused. Rest assured, we take full responsibility for any unintended charges due to backend updates, and we are committed to providing immediate and full refunds in such cases. We appreciate your patience and understanding as we work through this transition.
We understand the frustration you may have experienced in reaching us by phone. Please be assured, we are committed to providing prompt assistance via phone and are always available via email at alex@ryzesuperfoods.com.
We sincerely regret any inconvenience this situation may have caused you. We value your understanding and patience! If you have any further questions or concerns, please do not hesitate to reach out to us.
This complaint has been resolved automatically due to user's inactivity.
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