- Henry Dall faced challenges returning NerveSync supplements despite a "no questions asked" policy.
- Utah law mandates honoring such promises; violations breach the Utah Consumer Sales Practices Act.
- NerveSync's customer service responded quickly, but Dall's refund remains unresolved after fulfilling requirements.
LAYTON — An online advertisement for a supplement called NerveSync recently caught Henry Dall's attention. It was pitched as a relief for neuropathy. What helped to sell Dall on the pitch was its guarantee.
"The guarantee is a 100% satisfaction guarantee, with a no-questions-asked return."
But after he decided not to use the supplement, returning those bottles for a refund was anything but simple.
"When I reached out to them – the first email somewhat challenged my desire to return," Dall said of his first exchange with NerveSync.
After pressing, he says he was told that to get a refund, he'd have to fill out a questionnaire. That turned out to be several pages of "questions asked."
"That process is a 20-to-30-minute detailed analysis of why this doesn't work for us and why we're returning it,' said Dall. "I felt that that is a violation of their no-questions-asked return policy."
Frustrated that he'd have to answer those questions to get his money back, he asked me to investigate.
Legally bound promise
I presented his case to Katie Hass, director of the Utah Division of Consumer Protection.
"Money-back guarantee, no questions asked. What does that mean under the law?" I asked Hass.
"Money back, no questions – it's that simple," she answered. "That is a promise that needs to be honored."
She said this issue is a black-and-white one under Utah's consumer law.
"If it said, 'No questions asked,' that means no questions asked," Hass said. "It is a violation of the Utah Consumer Sales Practices Act to make promises like that, that you're not going to keep."
Are you AI?
I reached out to NerveSync about Dall's experience. To their credit, they responded fast. Really fast.
Within one minute of my email leaving the outbox, a NervSync customer service rep named Laura responded.
Laura told me the company stands by its "60-Day No Questions Asked Guarantee" and assured me that most refunds are approved without issue.
I responded with the question Dall actually cares about: Will he get his refund?
Again, Laura's response came within a minute: His case is "under review."
Because both responses were so fast, I asked Laura if she was artificial intelligence.
One minute later, I got this: "I am Laura, a dedicated member of the NerveSync Customer Service team…"
You'll notice Laura's response did not say, "Yes, I'm AI," or "No, I'm not AI." Here in Utah, that matters, said Katie Hass.
"Utah passed a law about a year ago that informed all companies that when asked, 'Are you a chatbot or are you human?' It must reply, and it must reply truthfully," she said.
As of today, neither NerveSync nor Laura has said anything more about Dall's complaint. But checking NerveSync's website, I found that their "no questions asked" guarantee has disappeared.
"I just want the money returned," Dall told me.
Eventually, he jumped through all their hoops – answering the litany of questions and even sending a video that the company requested for the refund. He still does not have his money back.
Proving the promise
If a company promises you a "no questions asked" return policy, be sure to save any mentions of that promise: ads, emails, take screenshots, and keep receipts. That documentation can make all the difference to regulators considering whether to cite or charge a company for failing to live up to its promise.
