Unacceptable service
Every time I have contact with this company it is a source of much aggravation due to their inability to deal with basic things and terrible communication. Furthermore it becomes very stressful when they make the types of mistakes they have, ie, a payment going through my account twice (and not the first time) which took me overdrawn, after long calls to them imploring that this must under no circumstances happen and reassurances that it wouldn't. Problems with the website in placing the order, then problems with the payment system; all at my expense to have to try and sort out and all taking so many hours out of the day and causing so much stress. When the worst scenario happened that the payment came out twice, (yet again), just an email to inform me three days later without so much as an apology. It felt extremely invalidating as to the inconvenience it had caused, just no regard for this at all. I left the subscription membership a while ago as the stress of dealing with them was making me feel ill, and all of this recent hassle was just from a one-off order. Just from doing that it all started up again! I'm in disbelief at how awful it is trying to deal with them, every single time. I dread calling them because it's always the same and it needs to be acknowledged by them that whilst they are in a call centre accepting calls as their job, people having to phone them because of problems their end have jobs and have lives, not leaving time for this sort of nonsense let alone the stress it causes. It needs to be acknowledged as it's lives that it affects and I feel there is no acknolwegedment or care on doTERRAs part for any of this, or the experience of the customer. I had it time and time again with this company and it seriously needs calling out. They couldn't ever refund any of the stress that they have caused (even though there should undoubtedly be some effort on their part to compensate something). The suffering they cause cannot go unacknowledged at this point. Inevitably there has been no response from them to my request for the details of the formal complaints procedure and emails have just been ignored. This is just another tactic on their part to put someone off doing it but they can rest assured the complaint will happen! The lack of regard for the customer is highly unethical. Very upset with them yet again for causing me nasty stress and on top of that financial trouble due to incompentency of the payment systems, which they've made no offer or attempt to refund.