Hi there,
We have reviewed your case. Our website clearly states a strict 90-day Money-Back Guarantee. We have checked your order details, and you are past this timeline.
Policies are in place for a reason, and we expect customers to respect the terms agreed to at the time of purchase. Since the 90-day window has closed, we cannot make an exception.
Best, Vitality Support
Hi there,
We respond to every single customer inquiry within 24h max. We certainly do not "ghost" anyone.
If you haven't seen a reply, please check your Spam or Junk folder, as our emails often end up there if your inbox filters are strict.
If there is nothing there, please contact us on WhatsApp right now. We cannot send a shipping label if we cannot communicate with you.
Best, Vitality Support
Hello,
We are reading your review and we need to clarify a major misunderstanding. We do not have a customer service representative named "Jay" at Vitality.
As we have warned other users, there are illegitimate websites impersonating our brand. These scammers often use the name "Jay" or AI bots to stall customers. The fact that this person is "blocking" your messages confirms you are dealing with a scammer, not our official support team. We do not block our customers.
Please check the URL where you bought the item. If you want to reach the real Vitality, contact us via WhatsApp or our official email. If you cannot provide an Order ID from our official store, you must contact your bank to report the fraud.
Regards, Vitality Team
Hello,
We understand you are upset, but please realize that "Jay" does not work for us.
There are scammers currently stealing our marketing videos to sell broken, cheap imitations of our product. You are describing exactly this scenario: a device that won't turn on and a support agent ("Jay") who refuses to help.
We are the official brand. We answer our customers, and we honor our 90-day policy. Please contact us on WhatsApp to verify if your order is real. If it is not, you must dispute the charge with your bank against the imposter site.
Hello,
We are reading your review with great concern. We need to clarify two critical points immediately:
We do not have an employee or bot named "Jay."
We NEVER offer refunds in exchange for fake positive videos. This is against our company ethics and likely illegal.
The fact that you were asked to "lie" in a video proves 100% that you are communicating with a fraudulent "copycat" website, not the official Vitality store. Scammers use these tactics to trick people. We do not operate this way.
Please check the URL you ordered from. It is likely not our official site. We recommend you stop communicating with "Jay" immediately and file a dispute with your bank against that fraudulent vendor.
Regards, Vitality Team
Hello,
We are reading your review and we must address the serious accusation at the end. We strictly follow Trustpilot guidelines and we NEVER offer money in exchange for positive reviews.
The fact that you received an email offering a "$5 bribe" confirms that you purchased from a fraudulent "copycat" website, not the official Vitality store. These scam sites sell cheap, dangerous knock-offs (which explains why the device "shocks" you and feels like junk) and use unethical tactics like buying reviews.
We do not want you to confuse their dangerous product with our genuine one. Please check the email address that offered you the $5. It is certainly not ours. We recommend reporting that sender to Trustpilot and your bank immediately.
Regards, Vitality Team
Hello,
We take these accusations very seriously. We are a fully registered and legitimate business.
You mentioned that our "phone numbers do not work" and our address is "fake." This is a strong indicator that you are looking at a fraudulent "copycat" website, not our official store. Scammers often list fake numbers and random addresses to appear real.
We have checked our system and cannot find an order under your name. If you cannot reach "us" via the phone numbers you have, you are likely calling a scammer.
Please contact us via our official WhatsApp or Email immediately. If you can provide a valid Order ID from our store, we will resolve this. If you cannot, it confirms you were scammed by a third party.
Regards, Vitality Team
Thank you very much for the great feedback. It means a lot to our team and gives us real motivation to continue working hard and improving our products. We truly appreciate your support.
Dear Customer,
We’re truly sorry to hear about your experience and completely understand your frustration — waiting that long for a return label or refund is absolutely not acceptable, and it’s not how we want anyone to feel after trusting us with their purchase.
Please allow us to clarify what happened and ensure that your situation is resolved quickly. Our Vitality Magic Pro 2.0 products are covered by a 90-day money-back guarantee, and that promise still applies to your order. When a customer reports a return, our system must first verify the product’s serial number and carrier route before generating a prepaid return label — this process is meant to prevent lost parcels and ensure full refund eligibility. Unfortunately, during the period you contacted us, we were experiencing a temporary delay in return label generation due to an update with our logistics partner. That caused a few cases like yours to take far longer than usual, and for that, we sincerely apologize.
We’ve already escalated your case internally so you don’t need to wait any longer. A senior member of our team is preparing your return label and will confirm your refund immediately after the item is scanned back into our warehouse. You’ll receive a personal email from Jay’s supervisor within 24 hours to finalize everything.
We deeply regret that this experience has made you question our company’s integrity. My Vitality serves thousands of satisfied customers every month, and while rare delays can occur, we always honor our guarantees — without exception.
Please reach out directly to [email protected]
with “Trustpilot Priority – Refund Resolution” in the subject line so our management team can give this the highest priority until your refund is complete.
Thank you for your patience — we’ll make sure you’re taken care of promptly.
Warm regards,
The My Vitality Customer Care Team
[email protected]
Dear Customer,
We sincerely apologize for the frustration you’ve experienced — this is absolutely not the standard of care or service we aim to provide. We want to personally assure you that we take every single customer case seriously, especially when it involves product issues or missing items.
After reviewing your situation, it sounds like a few things went wrong: you received your Vitality Magic Pro 2.0 without the promised free gifts, and you also encountered a malfunction. That should never have happened. Every Magic Pro 2.0 unit goes through quality control and comes with a 90-day money-back guarantee, so if yours isn’t working as expected, we’ll make it right.
It’s possible that your order appeared under our logistics or payment partner’s name (such as Ocean Payments or Airwallex), which can sometimes cause confusion on bank statements. But please rest assured — your purchase is secure, and we’ll help trace it quickly.
We’ve located your video submission in our system, and our support team is now prioritizing your case for immediate resolution. You’ll receive a return label and full refund confirmation once verified by our fulfillment department.
We completely understand how stressful this situation can be, especially since you mentioned being disabled and needing a solution that works reliably. We never want any of our customers to feel ignored or inconvenienced, and we’re deeply sorry that this has been your experience so far.
Please reach out directly to our senior support line at [email protected]
with “Trustpilot Priority – Refund Request” in the subject. One of our senior agents will handle this personally until it’s fully resolved.
Our mission has always been to help people live more comfortably and pain-free with trusted wellness devices — and we’ll make sure your case reflects that commitment.
Warm regards,
The My Vitality Customer Care Team
[email protected]
