Healthy Planet Reviews 

Reply from Healthy Planet

5 days ago

Hi Nadir,

My genuine apologies for your experience with this order.

From what I can see indicated on the tracking, the order was placed on a Friday, so it wasn't processed/shipped until the next business day, on Monday. From Monday, it took ~5 days to be delivered and received.

And certainly, even for our customers outside of Ontario who don't have any store locations near them, we can still arrange a free return for a refund in situations like this (which is also mentioned on our Return Policy page). We would just have to email you a free Canada Post return label or QR code that you can use to mail the product back to us.

However, since you already mentioned a hassle and delay with this order, I will process a refund for you on this item without putting you through the returns process.

I will send you a separate confirmation email to verify the refund right now — note that the confirmation says "Credit Memo," but it is indeed a full refund for that product back to the MasterCard you used when you placed the order.

Sincerely,
Nicholas

Reply from Healthy Planet

Updated 4 days ago

Hi Sylvie,

First, I do really, genuinely apologize for the issues with the last two orders you placed.

I don't think it's acceptable, and the inventory-related issues we were having during that specific time period around when those two orders were placed have since been resolved at my escalation.

I do take customer feedback and concerns very seriously (and care about our customers), so please do bear with me - this isn't meant to be an excuse or justification, but I just hope to provide you with a little more clarity as to why this happened with those last two orders you placed with us.

Indeed, I do see exactly what you mention RE: inventory on the order from July 3 (11000006439) and June 26 (2005035149). I am now familiar with this issue.

Prior to that, I see ~27 other orders placed with us, and across those other orders, I do not see this same issue.

Specifically, we had a large-scale inventory issue impacting many products on the website from the period of June 26th to July 3rd due to out-of-stock products (in error) reflecting as available on the website.

Rather than immediately jump to cancel and refund these orders/items, we still wanted to try to get the inventory in from the manufacturers/distributors where we could to fulfill the whole order. Only in the cases where we weren't able to get the products in within a reasonable amount of time were those orders cancelled and the products refunded.

As for the issue, our IT department was able to identify the cause with the software we use for inventory management, has since resolved the issue, and is closely monitoring the inventory to prevent this from recurring.

My main concern is the tone you mentioned in terms of your experience with our Customer Service. I can track and see all the CS interactions, so certainly, I will follow up on that and speak directly with that Customer Service representative.

Especially if the situation is an inventory error, there should be an extra level of sensitivity and care expressed by the agent when interacting with a customer who might be experiencing a delay in their order. That is how I communicate with customers, and that is the same level of care I expect of my colleagues, so certainly that concern will be addressed immediately.

As well, for all the hassle, if you're willing to give us another chance and re-order in the future, I have applied an online store credit to your account that you can use on your next purchase. Also, feel free if you need to call Customer Service for any reason and ask for me (Nick), and I'd be more than happy to assist you directly with anything you need.

Sincerely,
Nicholas

Reply from Healthy Planet

4 days ago

Hi Zakir,

Unfortunately, the in-store and online inventory is different/separate, so even if the product is available in-store, it will likely have a very different inventory stock online. Even the LOT# could be different since the stores order/purchase products independently of online (which ships out of a separate warehouse, not from any of the store locations.

And vice versa applies; there are many products which are only available online but not in stores even though they're shown on the website.

As for your order, I am very genuinely sorry for this. It looks like a lot of the inventory we're getting in for this product is short-dated at the moment. This is why your order was cancelled and refunded in full. However, it does look like the recent stock we got in has a slightly better date (September 2026), which is listed on the product page, and the product is currently back in stock for the same sale price if you're interested in ordering it again.

I did check the physical inventory in the warehouse, and we currently have ~29 units, all with that same September 2026 expiration date (listed as a "Best Before" date on the product bottle).

Sincerely,
Nicholas

Reply from Healthy Planet

5 days ago

Hi Joyce,

Of course, I am in full agreement with you!

In this recent order, I do see both the Herbatint product and a bag of BBN dried tomatoes.

Now, if you order both products in the same shipment, they would indeed be shipped in the same box. We wouldn't send the Herbatint in a completely separate box/shipment, as that would require a separate shipping label and added cost.

However, a lot of care *should* go into how an order like this is packaged, with at least a division between the hair colour and any grocery tiems (or let's say any cosmetic items/hair products/cleaning products). Usually, our packers separate these items with enough wrapping paper, so they're not even close to touching, or make a division in the box so there's enough space between them where they do not come into contact with one another.

I will speak with the packing department regarding this shipment in particular to advise, and in general, I will touch base with Warehouse Operations regarding shipments like this. All of our staff do know this is the process that needs to be followed for shipments like this.

Sincerely,
Nicholas

Reply from Healthy Planet

5 days ago

Hi Candice,

A genuine thank you for letting me know about the saved addresses not reflecting in the App (and the lagginess). That's a major concern, and something I would need to bring up right away with the IT department to investigate further.

In general, I always tend to advise customers that the App is still a little temperamental since it's still being worked on and improved upon. The best bet is to place the order just using the website directly, either with a phone, tablet, laptop, etc.

As for the credit card details, they are now *never* stored anywhere on the account. There's no option for it. Even if you're using the website directly on a desktop/laptop, there is no option to save payment details. We decided to make this choice for security reasons, so we can better protect our customers' credit card info.

Sincerely,
Nicholas