Healthy Planet Reviews 

Reply from Healthy Planet

3 days ago

Hi Bill,

If you're referring to this Order#: (2005040297), placed on June 28th, I'm not sure how it would be possible that the order had gone through without you finalizing it, as you would manually have to enter all your shipping details and credit card details before hitting submit.

I see all the quantities that you ordered were in stock and shipped out in full (and that you were able to hit the minimum for free shipping), so I'm assuming you mean you wanted to order a higher QTY than what it was allowing you to?

Sincerely,
Nicholas

Reply from Healthy Planet

3 days ago

My genuine apologies for the issues you've had with this order.

Indeed, it seems like 1 unit was cancelled and refunded from your order a few days after it was placed, as there seemed to be a bit of an inventory issue with this particular product.

We wanted to try to receive stock from Derma-E to ensure you received both, but after waiting for a couple of days without any new stock (or even an ETA from them), we decided it was best to refund you rather than continuing to wait.

As for the other one, this should not have been the case, nor is this acceptable. Of course, this is not the condition we want our customers to be receiving products in. I will say, though, that most Derma-E products do not have a "seal" on their products in the traditional sense (and specifically, I have checked this product based on prior experience).

They tend to have a little white plastic lid that covers the container when you open it, but it just pops off. There's the outer cardboard box, but it never comes with tape on it, and neither is the inner plastic part sealed down at all.

I think it's likely the one you received ended up getting sloshed around inside the container, which is why it looks like that once you've opened it — but I can assure you that these products should not be opened or half-empty at all. In my experience, even using various products from this brand line as well, it typically ends up like that for most of the "cream" products that they manufacture in the circular jars.

In any event, I will process a full refund for you on this order for the unit that was now received in this condition. I'll send you a separate confirmation email to verify the refund as proof.

Note that the confirmation email for the refund says "Credit Memo," but it is indeed a full refund directly back onto the MasterCard used when you placed the order.

Sincerely,
Nicholas

Reply from Healthy Planet

4 days ago

Hi Tracie,

I do, genuinely, understand your concerns here.

Unfortunately, this is the nature of ordering anything online during warm months or freezing cold months.

From any company you order from in the natural health/supplement space — they will be shipped out via Purolator, Canada Post, FedEx, Intelcom, etc. (Even if it's Amazon). None of these couriers will use temperature-controlled trucks for delivery. Cost-wise, this also isn't possible, as temperature-controlled trucks are typically reserved for large LTL freight shipments between countries or warehouses globally, and not standard deliveries.

Generally speaking, we try to do the most we can on our end to protect against situations like this.

Most 'dry' products would not be impacted either way — hot temperatures or cold temperatures for a small duration of time in transit. Consider that most of these supplements or products are already heat-treated to be made into an extract or supplement form.

The types of products I would be concerned about temperature-wise would be things like probiotics, fish oils/omega-3 oils (prone to rancidity), and liposomal vitamin C supplements.

The warehouses are temperature-controlled, so typically the only concern is while these parcels are actually physically on the truck as "out for delivery." This is usually only a period of a couple of hours (2-5) right before the parcel gets delivered. So, it's a very short period of time that they would be exposed to those kinds of temperatures, similar to a long car ride.

As well, with probiotics and 'freezer' items that are kept in our warehouse coolers — we do always ship these with ice packs, to help act as a buffer while they're in transit. We also avoid shipping them out right before a weekend, so they're not stalled in transit for that weekend Sat/Sun, since Canada Post doesn't process shipments during that time.

Looking at the products on your most recent order, and doing some research online as well, none of those should be impacted quality-wise or potency-wise by heat, since they're either mineral formulas (zinc) or herbal supplements that are already processed into an extract form (berberine) or stable B-vitamins (niacin).

If you do ever receive a shipment and are concerned about the quality of the product being impacted, we are still always more than happy to arrange a free return for a full refund.

Sincerely,
Nicholas

Reply from Healthy Planet

3 days ago

Hi Mia,

I am quite sad to hear this, as we do care about our staff and generally our teams are always a small but reliable group. Certainly, I will forward this feedback directly to the store Manager for that location, Head Office, the Area Manager, and the GM.

In terms of management, that has remained consistent and the same for many, many, many years — as well, for us (who typically handle online orders placed through the website or feedback and inquiries), we've remained a stable and consistent team of the same staff for countless years also.

But, likely, a lot of the younger staff who get hired as cashiers and floor staff at the retail locations (unless they're a supervisor or nutritionist) do have a high turnover because they're students in College/Uni or have a career path trajectory and view this as a transitional part-time job. In general, a lot of retail (that I've noticed) has a higher turnover in staff — but that shouldn't impact the quality of service you receive in store.

Sincerely,
Nicholas