Actually, I have used and benefited from some of the products they sell are great. The arrogance and inflammatory behavior of their staff, not so much. I recently sent a note to them about frustrations with their service after receiving an auto-response that felt like a blow off. It was direct and expressed my serious disappointment with my service experience. Rather than concern for my disappointment, much less an apology or reaching out with an olive branch, I received the most defensive and inflammatory customer service response of my lifetime. Here are some actual quotes from their response:
"We get hammered with thousands of emails per day and we do our best to answer all of them, but we can't answer ALL of them at the same EXACT time or immediately. The autoresponse below helps answer some of the more common questions, to save us some time to handle some of the less common questions - Why don't you stop being lazy and try reading it?"
Pay particular attention to this part [the CSR is telling me I should have noted this section of the auto response I was sent]: To all others: If you send spam, hate mail or suffer from "The Whine Flu" and complain too much, you will be deleted from our customer database so that we can save time for our top fans who are actively living young.
At least give us a chance to answer an email - Christ! - you JUST sent your FIRST message 20 mins ago, before you followed up with this whining...
Try this BS with Amazon or EBay or General Motors or Home Depot or your local coffee shop - Do you buy coffee? - Do they provide you with SUPERIOR support on anything, whenever you want it, immediately, for FREE?"
After I replied to that unbelievable email, I received a second letter in which the service rep essentially told me the things I had stated were not true based on his search of their records (apparently not considering that a person might have had a name change, multiple emails and physical addresses, or experiences that happened before he began working for the company). He then ended the email with this: "We are a high-end, natural medicine company, for the select few who are able to make bigger investments into their health. Our customer service is second to none. If it's not good enough for you, then go buy milk thistle from Rite-Aid. Then send them a nasty email demanding they answer questions about their product that you bought and see how far you get. Then try it with Wal-Mart and see if you even get a response. Then try it with Lewis Labs. See how that goes. Try sending the same type of email to Jarrow Formulas - IF you can even find an email address to send a message to. Stop. Now. Last warning."
I don't need to "test drive" the customer service from other providers of high-end supplements... I order regularly from many and receive excellent responsiveness, information, answers and support. The nuance in their service is that you only get it if 1) you are a dedicated "fan", and, 2) you don't dare to challenge or disagree with them. You'll also have to be wiling to accept that you won't be given the recommended period of time to try out a product or risk not getting a refund if you're unhappy, paying high shipping rates unless you purchase $200 in product, or paying a 20% restocking fee, plus return shipping, if you return a product in the required 30 days.
I won't do business with a company that ends its emails with a "warning" for the customer to behave or risk being deleted from their data-base, much less one that calls me lazy, whiners, and tells me the things I say are not true. If you are a "good customer" who is ready to give your supplement supplier free reign to consider themselves perfect and you a disposable commodity, this could be the company for you. But if you wish to be treated with respect, shop someplace else.