Herbalife Support Centre (online customer/member services) scores one out of ten

This is a great company with fantastic products, systems and people, 40 years old and 25 years in South Africa. It is a listed company with excellent track record in respect of share price and profits. It has also been doing excellent in the Covid 19 crisis time not only in South Africa. I also understand that there has been a major influx of new customers (and members) since April this year. That caused challenges in the communication and supply system.

What I do find extermely frustrating, though, is that the computer online support system is not functioning properly. Of course it may not be a system problem, but a people problem.

Let me give an example. A number of the same products is ordered by a customer. The container of each product is sealed. When the customer gets to the last of these products, it is faulty (only half full and the wrong product inside). When this is reported through the company process it takes a whole month to get the company or the operator to agree to replace a product that is retailing for R227. The request was easy to understand: "will you please replace the product". First Herbalife refused giving a non sensical answer that logistics confirms that the product was full when they dispatched that. I understand that the company wants to make sure that a customer does not take undue chances of using half of a product and then claiming a full product back. When the customer makes this claim for the first time after years with Herbalife as a customer, it should be handled with a lot more wisdom. The integrity of the customer was challenged by the response from the company without getting the facts (like requesting the faulty product back). In the process the integrity of the company was damaged. The relevant Inquiry Id is ***. The company has now agreed to replace the product after a very sarcastic reply from me about the logistics response. What irks me is that this could have been solved 30 days ago with minimum involvement from all parties concerned.

The phone in service to resolve queries with Herbalife is fantastic. People are courteous, efficient and very helpful. They get things done.

The admin system for dealing with problems electronically through the customer services is on a scale of 1 to 10 with ten being excellent probably a one.

Now to solve another challenge when one order was paid twice by bank transfer and the proof of payments supp**** to Herbalife. I guess a phone call would be the wise option (InquiryId ***).

If it was not for the excellent products and great people around the company I would have merely stopped to buy from them (as a customer).

The system as it "works" now is a total waste of time and resources. This is why you get three stars instead of the five star company which you essentially are.