Vista Keto, as part of KetoVie, aims to improve the lives of individuals with epilepsy through continuous research and innovation, emphasizing a collaborative approach where "our knowledge is your knowledge." Understanding that providing excellent service is as crucial as offering quality ketogenic products, Vista Keto strives to treat customers with respect, honesty, and candor, ensuring an exceptional service experience every time. However, customer reviews suggest areas for improvement. This article aims to provide a comprehensive overview of Vista Keto's customer service, drawing from available information to help consumers navigate their interactions effectively.
Contacting Vista Keto: Methods and Expectations
The most common method for contacting Vista Keto customer service is by phone. To facilitate a faster response, especially concerning orders, it is advisable to have your order number or confirmation readily available. The direct line for order-related inquiries and reporting shipment damages or errors is 866-456-8776, option #2.
It's important to note that Vista Keto Gummies Customer Service has received a rating of 1.1 out of 5, indicating general customer dissatisfaction. Wait times tend to be longest on Mondays and Wednesdays, with Saturdays offering the shortest wait times. The average call time is approximately one minute.
In addition to phone support, Vista Keto's desktop site features a "Live Chat" option for personalized recommendations. For mobile users, the voice dictation feature can expedite product searches.
Order Processing and Shipping
Most orders begin processing immediately after the online purchase is completed. The order is shipped once the items are located in the warehouse, payment is approved, and the receiving address is verified.
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Medical food products are typically shipped via UPS Ground Service, with expedited freight available at an additional charge. Youngevity orders can be shipped to the continental United States, Alaska, Hawaii, Puerto Rico, British Virgin Islands, United States Virgin Islands, and APO/FPO/PPO addresses. Orders to Alaska or Hawaii may require an additional 2-3 business days for delivery.
During checkout, customers can specify a different delivery address within the same country. For international orders, particularly to Canada, providing a proper phone number for the shipping address is crucial.
If a delivery attempt is unsuccessful, the carrier will leave a contact card with instructions for re-delivery. After three unsuccessful attempts, the package will be returned to the carrier depot, requiring the customer to arrange for collection.
Returns, Exchanges, and Refunds
Vista Keto offers a satisfaction guarantee, allowing returns within 30 days of purchase for a refund from Youngevity International. Items must be returned in their original packaging, whether opened or unopened. However, food and perishable items, including GOFoods, Beyond Organic, Heritage Makers, and Healthy Chocolate products, are non-refundable. Autoship orders are subject to a 20% restocking fee. Youngevity International does not refund shipping and handling fees.
Credit for returned items will appear on the customer's statement within approximately 30-45 days, provided the items are received in good, re-sellable condition.
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To return a product, remember that all products come with an unconditional 90-day money-back guarantee.
Addressing Damaged Shipments
Any damages or errors with your shipment must be reported immediately. If the packaging appears damaged upon arrival or has been opened and then taped shut, do not accept delivery! If you’re not there to sign for your package, and UPS or FedEx has left a damaged box, you must call UPS at (800) 742-5877, or FedEx at (800) 463-3339 immediately. Damaged orders will be exchanged for the same product only.
Understanding Shipping Timelines
When choosing 2nd Day delivery, the day the order is placed does not count as a shipping day, and Saturday and Sunday are not considered delivery days. Similarly, with Next Day or Overnight delivery, the order will ship the following day, excluding Saturdays and Sundays.
Important Policies and Considerations
- BBB Alert: In December 2023, the Better Business Bureau (BBB) contacted the business regarding its advertising of free trial periods, which enroll consumers in monthly subscriptions. The BBB requested substantiation that the claims meet advertising standards, particularly regarding clear disclosure of material terms of negative option features.
- Doctor Recommendation: While VISTA products are doctor-formulated and recommended, customers can still place an order without a specific doctor recommendation by selecting one during the checkout process.
- Security Measures: Vista Keto employs security measures to protect customer information, including not storing critical financial information on public servers. IP addresses are logged for security purposes after a purchase is made to prevent fraudulent activity.
Proactive Customer Service Tools
Vista Keto provides several tools to help customers find answers to their questions and resolve issues independently:
- Search Bar: Customers can use the search bar to find specific products or information.
- Live Chat: The desktop site offers a live chat option for direct assistance.
- Voice Dictation: Mobile users can use voice dictation to search for products.
- Credit Card Scan: iPhone users can use the credit card scan feature at checkout.
- Order Confirmation: If a confirmation receipt is not received after placing an order, customers should add the domain VistaOTC.com to their spam filter.
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