I need to edit my autoship acct. Can't find
the right place in the new website.

Any suggestions?

they are still making updates to the new site and you might be able to access your Autoship at this time now.

If not, you can reach them at 800-404-8171 M-F 9-6pm est

I can tell you that I still do not have access to my Autoship orders. As a matter of fact, it appears that a pending shipment, prior to new website implementation, was lost or cancelled. In addition, my payment information was not saved or transferrred. I imagine their customer service phone lines will be very busy Monday morning...

The Autoship feature can be found under "My Zone" in the top menu. Once there, select the "My Account" link. Should you have any questions or find a problem, please contact customer service.

We hope you enjoy the new site and appreciate your patience and support as we complete the transition!

Once there, select the "My Account" link.

Where is the My Account link?

The website has changed dramatically since the previous posts to this thread in 2007. I don't know where to access the autoship information, either!

Hi Cranberrycat

Autoship information is currently found by calling customer service. As part of our site upgrade, we are working on a number of enhancements that will make it easier for you to maintain order information and also to find information.

There will also be an upgrade to the forums with new features and the ability to use a nickname!

We appreciate your patience as we finish the transition and of course it you have any suggestions, please let us know!

You should place on your website a notice that autoship customers need to call, I just waisted 20mins looking for this information.

You are absolutely right! We apologize for the inconvenience. When we switched over to the new site, the message that used to be on the "My Zone" page was forgotten.

Will take care of that right away.

Hi...my question is about shipping cost for autoship or just regular ordering..I have looked on the site and cannot find this information..so if anyone knows the shipping cost please post it...Thank You...Carol

I am not certain, but I don't think there is a difference in shipping with autoship vs. regular ordering (just that there is a % reduction in the price of the product when setting up an autoship order).

I think that they used to waive shipping if you purchased over $50 of product, though. Not sure if that is still true.

I have auto ship and want to change my shipment to 2 boxes -45days

Carol, to make changes to your autoship account call the number at the top of this page. They can do it for you.

hi every one
i had loads of problems trying to order on line for food products ,so in the end phoned up patty in customer service, she was brilliant,( i live in the uk ) and she told me they still have not got some things sorted out for us to order on line,and she took my order for me ,so if you have any problems ring customer service team ,they are brill
thanks to patty

lynn ( uk )

Well, I am new to the site and ready to order my first products... I always check things very thoroughly before committing. So when trying to decide if I want to get involved with the auto ship I came looking here and must say I am a bit hesitant.

I finally found the tiny "Need Help with Autoship" after going to My Acct several times. As a web developer, I would think you could get this feature added to your site in the six months (or more) that it's been talked about here. Maybe not - I know things can be complicated.

But I must say it did cross my mind (hopefully wrongly) that you are leaving it inconvenient on purpose. I would think customers usually need to reduce their quantity or slow it down. That is what I wanted to make sure I could do if needed. But you may be losing some auto ship customers over this because if they want to reduce their auto ship quantity and it is difficult to do that they may just discontinue. Some people will get put off over having to call in.

But maybe at least make the "Need help on Autoship Orders?" a larger font or put an eye catching graphic.
Not trying to be ugly as a "newbie" - Just my thoughts on the matter.
KattyWampus

I ordered my first bottle of Omega Rx fish oil capsules last month. I took the auto ship to cut the cost. I am now seriously thinking about stopping it. I have not recived so much as an e-mail in regards to my auto ship! I have no idea when it coming out of my bank account or when it's going to ship!!! This is just bad customer service! If I'm going to sign up for something that's going to guarentee the zone keep my buisness, then I want all the info about it!!! There NEEDS to be a better system for the auto ship. At least send e-mails to someone who signs up for it, letting them know that they need to call customer service for any auto ship changes or to cancel. And in that same e-mail, they should give you all the information for your auto ship, dates & amounts. This seems to be more of a serious subject for me than others, I can't believe that I'm the only one who finds this disturbing!!! Even the customer service reps couldn't tell me where I can look up this information so I can see it in wrighting myself! If I don't get the awnsers I need out of this post, I will find another fish oil company!

i too was looking for information on my auto ship order. I never received an email confirming my purchase as the reciept implied I would. I started getting concerned that this wasn't a real site! I have emailed them and asked, but now it sounds like I need to call.

hope it works out for everyone!

Kim

I started autoship a long time ago, so some of these issues are much newer. I used to be able to log in and find the status of my autoship orders right there. But, that has changed, as the website(s) have evolved.

You can always call and they will tell you what your status is. Email seems a bit more slow. It would be nice to be able to get an email when the order is shipped.

I need to change my auto ship order and have been on hold for 30 minutes. Hope I can just change the order from this quick reply box. I just want to order the fish oil tblets I ordered last month and nothing else. Thank you. Customer 75623

Robin you have to call customer service. 800-404-8171 They are really great and can add or delete items from your Auto Ship.

If you can order autoship service o line then you should be able to change your autoship on line. This does not reflect great customer service in my opinion. Now I am considering cancelling all autoship products so I do not have to waste time doing this again.

John you have to call 800-404-8171 you can not change it online.

I agree with Anita, that customers should be able to manage autoship options ONLINE. Further, there is no HELP section with FAQs. Surely, you folks can do better than this. It is never a good idea to inconvenience and/or anger your customers. Making it hard to find anything about this, and then making the customer call you is not only low-tech and poor customer service, it is downright insulting. Is that really what you're going for? Evidently, it is, because this has been your way for years now.


<div class='NTForums_Quote'>Posted By Anita on 07/11/2009 9:49 AM

If you can order autoship service o line then you should be able to change your autoship on line. This does not reflect great customer service in my opinion. Now I am considering cancelling all autoship products so I do not have to waste time doing this again.

</div>

Hello Everyone,

Let me start by apologizing for the lack of online capability for autoship maintenance. Certainly our intent is not to cause confusion, anger or frustration. Over the last 2 years the online shopping experience has undergone a number of significant changes and in addition, our internal systems have changed as well. We have just completed the last of the internal upgrades and our next focus is to upgrade the forums and online order maintenance which should alleviate the problem.

Willa, please reconsider cancelling your autoships and give us an opportunity to improve the process. The customer service group goes to great lengths to support our customers and it is never an issue to make changes either by phone, chat or email.

In reading the above posts, there are some things that can be done right away and we will escalate those asap.

If you have any questions or need additional information, please feel free to respond.

It would seem to me that a site that has been selling products for years should have a better system in place for ordering their products..

A list of products, their prices and the amount of shipping cost is always up in running on any site that sells items..this has not been the case on this site in the two years that I have been a member..

I still have not ordered from this site becuase I would like it to be a smooth transaction like I get on say Amazon.com..until then I will not order from here...I wish you luck in getting it all together...Carol

It's very easy to order. Just pick up the phone, talk to a real person and your order arrives a few days later.

Sue, I understand that I can order online..I come from the time before computers where you called up Sears or JC Penny and ordered your merchandise..the point I was making was that if a company is going to sell online and they are having a hard time with selling online then at least give full details on your products before you post them..

There are three things I want to know before I purchase anything...
1.The product
2.The Price
3.The Shipping cost....in the two or more years I have navigated the site I have never been able to find the shippings cost for items shipped. Every site that I have ever gone to whether I bought online or over the phone has always posted their tax and or shipping cost..

Those three things I should know before I call..that way the transition goes smoothly...I posted that question a long time ago and never got an answer...so until I know the shipping cost ahead of time I will not buy...shipping has to be calculated into the cost...

I'm not trying to be picky or mean..I'm just saying a company that has been selling for as long as they have should have it more together..or find someone who can do it for them..Carol

I couldn't agree more. I believe this causes low trust since you can start on-line but you cannot adjust or quit on-line. As a participant in a diet program that uses the Zone strategy, it is discouraging that Dr. Sears hasn't taken a customer friendly approach. I wanted to order Zone Bars with my current auto-ship but I don't want the hassle of trying to manage my deliveries via phone.

I will be calling to cancel my auto shipments.

It has been a year now. How is the work on online order maintenance going? I had no idea when I signed up for autoship that it couldn't be managed online. I can't even find out what is in my autoship or when the next shipment would be.

It does not seem like they are too concerned about it. They "appear" to just want you to sign-up, and then keep it difficult to change or manage yourself. Some will say, oh just call. But, one has to make the time to call, wait, and then explain what you iwant. Much easier to manage it oneself on the website.

I am a new member and think it is unacceptable not to be able to manage autoship online. Today is Saturday. I have an item scheduled to autoship this coming Tuesday. Since You have to notify customer service 48 hours before item is due to autoship in order to put the shipment on hold, and customer service does not answer on Saturday and Sunday, this is going to cause me a real problem. I did not know until this morning that I was going to need to stop this shipment. I will not order from this website again until this problem is fixed.

I have changed the auto-ship date online before. I can't seem to find it now. Could you please tell us how to do it now?

Once you are logged in... On the Top of your page you will see your name or (My Account).. Click on your name... This will open your account and will show you past orders and Auto-ship orders... To the right of Auto-ship orders are "pencil icon"... Clicking on pencil will open the Auto-ship edit screen.. Currently you can adjust frequency and ship date... To answer other parts of this thread... We are attempting to get two sytems involved in Auto-ships to work together... These two systems are not liking working together.. We are attempting to correct this.. This is why you are limited on what you are able to do on line with your Auto-ships.. So if you want to delete or add-on to you Auto-ship you will need to call in to Customer Service. They are an awesome group who are easy to work with.

Tech Support

Are your IT people an "awesome group" as well? I sent an email 3 days ago re the "login page - remember me box" and havent had a reply. If the two systems are not liking working together maybe time to outsource your IT to get people who are more experienced in this sort of application. I noticed that the Customer Service doesnt attend to calls on Saturday or Sunday (one of the threads noted it was a Saturday and they needed to cancel their order) so it sounds like a priority to get the system up and running efficiently for customer satisfaction.

Another gripe I have is that the same old success stories have been there for one year. I sent an email to Dr Sears months ago saying it would be good to have a regular turn around of stories but was told that there legal hoops to go through with each story .....

I am unable to find my autoship. Where is it?

Hi CrystalRose... To see your Auto-Ship... see a yellow stripe at the top of each page. Click login... after you log in.. Your name should appear in the yellow strip. that means your in...... You will see in the yellow strip MY CART -click MY CART...(does not matter if you have anything in cart)... once in "my cart" go back to yellow strip.. You will see "MY ACCOUNT" click 'MY ACCOUNT" Your auto-ship should be towards the bottom on that page. Once there you can adjust the freqency and ship date of an exsisting Autoship. Due to a software conflict (which is being worked on) You have to call Customer Service 800-404-8171 to add items, delete items of cancel the Auto-Ship

Hope this helps.. If not please call CSR @ 800-404-8171

I just realized that I cannot change the date in my autoship. You are correct. This is not good customer services.
I probably cancell the whole thing becuase of this. I want to have control of when it should be sent. I travel a lot.

You should be able to change your next ship date... running test now