Abysmal customer service…read more
I paid $149 in Feb. 2020 for a year's worth of water delivery. I have six months remaining on my order and decided to take the loss of $75 rather than speak with Michelle from Pure Health again.
I did not receive a scheduled delivery from Pure Health on Aug. 5th, 2020. The woman I spoke with at the company, Michelle, treated me with the utmost disrespect.
Since the pandemic, all deliveries at my building are received by front desk security, and the staff member on duty calls residents to inform them of deliveries received. All packages are recorded into a tracking system on the computer.
In May, I didn't receive a scheduled delivery from Pure Health. When I called the company, Michelle said the water was delivered, but the front desk had no record of it. The company re-delivered the water, I received it the second time, and the issue was resolved.
On Aug. 5th, I again didn't receive a scheduled delivery. I called Pure Health on the 6th. Michelle told me the water was delivered and she would not deliver it again, since this was the second time this had happened. However, she could not provide me with a time of delivery or any written or visual evidence of the delivered product.
I then called front desk security. The staff member said they had no record of the delivery and directed me to the Operation Manager at my building, who was then tasked with watching camera footage for that entire day, since I could not provide him with a time of delivery or even a delivery window. He responded via email that he reviewed footage from the 5th, spoke with the staff on duty, and determined that the building did not receive any large packages that day. A large cardboard box of water would not pass unnoticed so easily.
On the 13th, before receiving the OM's email, I called Pure Health and asked Michelle to send future deliveries to a friend's nearby home address with a ring doorbell to avoid a repeat of the situation. She denied my request and said she would not deliver any more water to me AT ALL until she figured out what happened to the delivery on the 5th, even though I paid for a year's worth of the product.
She also informed me that she did a "test" on the 7th: she had a driver deliver another box of water to my building, unbeknownst to me. I did not get a call from front desk security about a water delivery on the 7th and had no idea this was even happening, as Michelle said on the 6th she would NOT deliver any more water to me for August. And now, she's holding me accountable for the cost of this delivery and even the gas the driver used.
She also never followed up with me re: this "test" to see if I received the water. I only found out about it after calling her. Her actions were unprofessional & unethical. She even suggested I stole the water--I most definitely did not. I'm simply trying to get a product I already paid for. I receive many packages at my building, and Pure Health's is the only one I've ever had trouble receiving. Michelle was extraordinarily rude to me over the phone, speaking over me during the entire call. I could barely get a word in edgewise.
I called Michelle one more time on the 26th to inform her about the OM's email. She dismissed it, saying she must speak with him directly. I gave her the building's main office number, so she called it while I was on the phone, but the OM was unavailable. At this point, speaking with Michelle has become detrimental to my emotional and physical health.
On the 28th, Michelle called me without identifying herself or the man to whom she was already speaking--I found out only upon my asking that she was talking to a front desk security person from another condo in my complex, not the OM. I listened to her spin a narrative to this man, trying to get him to agree that I stole the water. Not once did she focus on facts or what happened with the alleged delivery on the 5th. She also told him that after she performed her "test," she called me back to follow up, but that's a bold-faced lie.
Pure Health's record-keeping is inexcusably poor, and my experience with Michelle bordered on verbal and emotional harassment.