Substituted a known inferior product, refused to send the product ordered. No matter what the customer says they spin the facts and try to deflect blame
They offered Puretrig and Eutrig HCG for sale. I didn't order "generic HCG," I ordered the brand Eutrig HCG based on my previous experience with both products and independent lab testing that shows Puretrig to be underdosed by ~ 85%. I had the option of purchasing Puretrig but did not want Puretrig. They shipped Puretrig and refused to send the correct product after I explained that I have used both in the past, Puretrig has been independent laboratory tested and found to be severely underdosed, and my experience (and bloodwork) shows that Eutrig works better for me.
Offered me a discount to rebuy the correct product (promising to only ship Eutrig...) after repeatedly questioning why I wanted the Eutrig and refusing to accept my explanation by saying they are both just "generic HCG" and Puretrig is a "superior product."
So, I'd have to pay for the Eutrig product twice to get what I originally ordered and do not know for sure that I would really get the product I paid for as they originally blamed "their shipper" for sending the wrong product in the first place, later on they said they sent the Puretrig "to make sure I got it as fast as possible" . Obviously, they do not value their customers or work to make them satisfied with their shopping experience.
ETA: A simple email stating "we don't have that product, would you like this product instead to save time" would have avoided this whole thing and taken less than five minutes on your part.
There was only one option given: "buy the product again at a discount and we'll promise to ship it this time." I am not sure how anyone would consider giving me the only option of "buying the brand name you prefer and originally paid for at a discount" as not requiring me to buy the product again to get what I ordered? Especially, since I immediately informed them I would not be using the Puretrig based on what I outlined above.
People in the medical community understand that individual response to medications matters. Formulations of generics very, and as mentioned Puretrig is known to be underdosed as shown by INDEPENDENT testing, not the testing of the company selling the product...
In the end, I never received a product that I could use and be able to receive the intended benefit. If I want the name brand product I paid for, I have to pay again. Very sketchy, buyer beware.
As you can see, they are now trying to shift blame to me just as they did in our communications.
They originally claimed the shipper substituted, then they claimed they intentionally substituted. So, which was it? There has been no criticism of delay on my part as I preferred the product I ordered and was willing to wait.
Strange thing is: I bought Eutrig from another supplier at the same time in case Medsbase could not deliver as promised and received that delivery one day after the Medsbase delivery. Luckily there are other suppliers that deliver what they promise.
For clarity: Medsbase has outlined here that they reserve the right to substitute without your consent and the only recourse given will be for you to pay again to get the brand you ordered. As a consumer you should be aware they stand firmly behind their decisions to exclude you from the process once you spend your money.
Points
1: I didn't receive what I ordered. I received the inferior product you sent.
2: I didn't claim any of those things. Your customer service rep did.
3: I didn't insist on a free second delivery. I insisted you send what I purchased. I still have the unused Puretrig...
4: Research it. The lab testing reports are readily available.
5. I ordered both within 1 day of each other, months before receiving the wrong product from you. As you mentioned shipping delays caused delivery delays. I had no way of knowing at the time you would send the wrong product. I was hedging my bets do to known potential shipping delays and uncertainty of being a new customer with Medsbase.
6. You never included me in the decision-making process to ship a different brand and gave me no options other than to pay again after I brought the problem to your attention. All of your communication was after the fact and only offered the option of a discount.
7. No mention is made at checkout that the customer has to make extra effort to prevent substitutions. I had no way of knowing in advance or I would have specified or chose not to order from Medsbase. My order is incomplete as I do not have a usable product. I only requested you send what I paid for.
8. Continuing to try to spin the facts shows that you do not value your customers.
9. No details have changed; clarifications have been made as you have tried to manipulate the story to save face. You've even went so far as to delete the long Telegram exchange I had with your representative trying to come to a resolution.
Thank you for showing your true colors.
Reply from MedsBase Limited
Hi Greg,
We appreciate the opportunity to clarify the facts once more, as your latest update continues to present an incomplete and inconsistent version of events. For the sake of transparency for future customers, here is the accurate context.
1. Your order was fulfilled in full and on time.
You ordered HCG and HCG was delivered. A substitution was made due to very limited Eutrig stock at the time of shipping—something that can occur in pharmacy logistics when two clinically interchangeable products are available. This avoids delays, which most customers prefer.
2. You received a complete, usable product.
Puretrig is widely used, effective, and batch-tested. Your claim of it being “85% underdosed” has never been supported with any verifiable data. You are describing a personal preference, not a failure to deliver.
3. You requested a second brand product at no cost after already receiving your order.
You still have the Puretrig unused, which confirms the order was fulfilled. Asking us to send Eutrig for free is, in practical terms, a request for a second product.
4. Your timeline contradicts your claims of patience.
You now state you ordered Eutrig from another supplier the same day you ordered from us. This shows you were hedging your order from the start—not waiting for ours to arrive or allowing time for any issue to be addressed.
5. We did not “exclude you from the process.”
The substitution was made to ensure you received HCG without delay. Once you informed us you preferred a specific brand, we offered a discounted replacement—a courtesy, not an obligation. No supplier can send two brand products for the price of one simply because a substitution was not preferred.
6. “No substitutions” is always available upon request.
Customers regularly request brand-specific fulfillment before shipping. You did not indicate this requirement at any point before delivery.
7. Nothing was deleted.
All communication is retained. We respond directly and transparently—there is no reason to remove conversations.
8. Your order is not “incomplete.”
You received the full product, dosage, and quantity purchased. The issue is not non-delivery; it is your preference for a different brand after the fact.
We have remained consistent:
Your order was delivered.
The substitution was made to avoid delays.
Puretrig is a clinically acceptable product.
A discounted brand-specific reshipment was offered as a courtesy.
You requested a second item at no charge.
We stand by the accuracy of our communication and the fairness of the solutions offered. We are always willing to resolve concerns reasonably, but we cannot provide multiple products for the price of one.
If you wish to address this constructively, our support team remains available.
MedsBase Team