I Asked to Cancel. Instead, I Had to Cancel My Credit Card.
UPDATE: After posting the following review and sending a copy of it to the company, I received a response from the owner of Natural Shilajit. It was very apologetic, and they took full responsibility for this experience, vowing to look into their processes and make improvements. I appreciated that very much. Original Review: I went from being mildly frustrated to absolutely livid, and it did not have to go this way. I had a subscription for Shilajit. While the product itself is fine, I decided I did not want to continue. I received a notification that I would be charged the next day unless I canceled, and a cancellation link was provided, which I appreciated. However, when I followed the link, the website only allowed me to change the delivery frequency—it did not provide any way to actually cancel the subscription. That reminded me that I had encountered this exact issue a month earlier. At that time, I emailed customer service requesting cancellation, but never received a response. So I emailed the company again, explained that the website would not allow me to cancel, and specifically requested that my subscription be canceled and that I not be charged or sent another shipment. The response I received from Maya was: "Before I process this, do you mind telling me what made you cancel this?" Yes, actually, I do mind. If a customer requests cancellation, the appropriate response is to process the cancellation—not to delay it until the customer provides a reason. Asking for feedback is perfectly reasonable after the cancellation has been completed, but making it a prerequisite is not. What made the situation even worse is that after I replied, I never heard back from Maya—or anyone else. More than a full business day passed on a time-sensitive request, despite the fact that I had also received no response to the email I sent a month earlier. I then tried contacting the parent company, Healthy Nutrition Group LLC. Their phone system directs callers to leave their name and email address (no phone number though), but the recording never actually provides an opportunity to leave a message. The call simply ends. At that point, I had exhausted every reasonable avenue available to me. My only remaining option was to remove my payment information. To ensure I would not be charged through the Shop app, I ultimately had to cancel my credit card and request a new card number altogether. Anyone who has had to do that knows what an inconvenience it is to update payment information across multiple accounts. As I write this, I still have not received a response from the company. The issue is no longer the subscription itself. The issue is a cancellation process that does not allow customers to cancel on their own, unanswered emails, a nonfunctional phone system, and a complete lack of urgency when handling a time-sensitive billing request. What should have been a simple two-minute cancellation turned into an unnecessary and frustrating ordeal.