DISHONEST COMPANY, APPALLING CUSTOMER SERVICE, DON’T WASTE YOUR MONEY
I placed my first order in late 2022 ( delivery every 2 months) and for the first 12 months things went well and I started purchasing more and more products to supply 5 different households.
During 2023 the website started to malfunction and there were issues with almost every order. Attempts to contact the company to get issues resolved were generally ignored causing serious frustration. It usually took me having to repeatedly email and lodge enquiries through the website before someone would respond (up to 6 weeks after the first contact). Issues continued through 2024 with the website, incorrect packing of orders and no response to requests for customer service. Mid 2024 the company announced they were changing their products and that’s when things went from bad to worse.
My most recent order (which was difficult to place due to ongoing website issues and poor responses from customer service) was supposed to be processed on 22 November 2024 but this didn’t happen. I contacted the company to find out what was happening but as usual received no response. My credit card was charged on 26 November but I did not receive notification of anything being shipped until 31 December. Nothing arrived until late January and then I received only 20 of the 70 items expected. I again reached out to the company and received no response to my first two attempts. Eventually I “reported an issue” through the website and did receive a response that was less than helpful and I was left with the belief that this company had cheated me and stolen my money. After trading a few emails with someone from customer service I made the difficult decision to request that no more products were sent and that a full refund be processed. The company representative stated they required me to send back everything already received BEFORE a refund would be issued. Unhappy with this, especially as I have invested a considerable amount of money in 2022 and 2023 buying a large number of “forever bottles” and the fact that they had money for this latest order for more than two months, I requested that a senior manager contact me. I was assured that my complaint had been escalated to the Director of Customer Satisfaction on 22 January 2025. I have yet to hear from anyone at Zero Co (senior manager or otherwise) but have received a further shipment from my November order. Unfortunately, more than 25 items are still outstanding and again no one is responding to emails or website contact.
Sending more goods to a customer who has requested a full refund for an unfulfilled order is completely dishonest, as is promising to have a manager contact me and then failing to do so. This company is wasting my time and money. I can’t use most of what has been sent as I have products with no containers or container with no product to put in them.