Healthspan

Gone right down hill

I have been a customer of Healthspan for a couple of years now and have had good service with goods qrriving very quickly until now.
I ordered some tablets on 31st March which they debited my card for on the 3rd April. on the 14th April I cointacted customer care by email. they replied

"Please accept our apologies for the delay in despatching your order. We are currently awaiting new stock which is expected on the 17th April.
Your order will be processed immediately upon receipt of new supplies, please allow up to 21 days for delivery from the date of despatch"

On the 26th April I again contacted them as I was still waiting for delvery and got this email back::

"Due to further delays by our suppliers the new stock was not received until the 24th April. Your order was despatched immediately and is on it's way to you"

Today is 3rd May, one month since Healthspan debited my card with £24.95 and I still have not got the tablets.

As I understand it, it is breaking the law to debit a credit card before you even have the goods to dispatch. I will NEVER buy anything from them again

08 May 2012

Reply from www.healthspan.co.uk

Thank you for your comments, Rick, and for keeping in touch with our customer services about your specific order. With the despatch date given, you should receive your tablets within the timeframe laid out in our terms and conditions. Apologies for this delay and stock situation- we fully understand your dissatisfaction and will take steps to avoid this confusion happening again. If a product is not in stock, we offer the option to order the product for despatch when stock comes in. "Pre-ordering" in this way is a common practise with online retailers (Amazon, for example) but we could clearly do a better job of highlighting any likely delay in receiving out-of-stock goods with our customers.