20 replies to this topic

[▲420MD]

So I realize I'm a new member I may not be making a post like this correctly but bear with me please...

I've made multiple orders with NewStarNootropics in the past. They have all been of great quality, worked well, and they've fixed past issues I've had with them, however - I made a large order and when it arrived 11 grams (total) of powder was missing. My noopept heatseal had been incompletely pressed on one side or opened and powder had definitely came into the rim since when I opened it powder fell out without removing the rest of the seal and the container was on a completely flat surface. The noopept had a huge amount missing - not enough to have moven through the lid's seal - 3.3 grams total were missing from the 20 grams of noopept, a big "scoop" looking mark in the center made it completely unnoticable. But it gets worse, even my piracetam had some missing, out of a 100 gram tub there is 6.6-7.2 grams missing and my 2.5 gram vial of phenylracetam - which wasn't cheap, was missing 1.1 grams. If you add it all up it comes to a little over 11 grams.

But serious emphasis on my heatseal with the noopept - is this noopept now degraded? It's clumped even after moving through multiple containers into little balls - should this entire 20 grams be replaced?

But 11 grams of product missing? Seriously? I should've weighed out all my products I've ordered in the past. I reccomend anyone dealing with weight and these guys definitely obtain a scale and start weighing them. I have sent 2 emails with no response and even sent 2 more through their site's tool.

Thanks for any help on this guys, I realize it's basically all up to NewStar to fix this but just remember to weigh your products.

Edited by caliban, 01 October 2013 - 10:24 PM.
title too long

[anonymous.0]

Hm.. I'm interested to see what others have to say to this. I was thinking of placing an order with them, but may hold off on that for now..

[▲420MD]

No response from NSN yet. I assume they are just blowing it off. I'll send another email around 3pm EST I guess.

[anonymous.0]

You may not get a response.
I emailed them 3 days ago asking about PRL-85-3 and have yet to see a response from them.
Good luck,

[▲420MD]

You may not get a response.
I emailed them 3 days ago asking about PRL-85-3 and have yet to see a response from them.
Good luck,

Yeah this is getting stupid now. I'll give them a call around 10AM EST or maybe 12PM EST and see if they pick up. They did not pick up when I just tried to call.
I've sent another email, and made a call...

I reccomend staying away from them for the time being. This is shady.

[PWAIN]

You sure it was not intercepted on the way to you?

[▲420MD]

You sure it was not intercepted on the way to you?

No, packaging was perfect. Heatseals were the issue, and missing products with perfect heatseals. But... Now lack of communication.

They made an issue - if they fix it is up to them. A single lost customer is nothing for them, but I warn the rest of you.

[▲420MD]

Has no answered multiple phone calls, I've left multiple messages.
I'm seriously about to send this powder into DanceSafe and see if its even Piracetam, Noopept, or Phenylracetam - I'm starting to doubt it.

They could have some decency to get back to me on this.

[NSN]

Greetings all - This is Robert from New Star Nootropics.
We wanted to clarify this situation before the poster, 420MD, unnecessarily alarms any more folk.

We are open from 9 to 5 MT, Monday to Friday. The first email from 420MD is dated 5.06PM MT on Friday 27th. We received 3 more emails by 8am Saturday, when this thread was started, and then a bunch more throughout the day. We are sometimes able to respond to enquiries on the weekend, but please understand that we are not a 24 hour operation, and any problem that you may have will be resolved more than promptly when we are available on the Monday.

Please note that the issue with 420MDs previous order was that the USPS tracking showed a successful delivery, but that he claimed non-receipt of the goods. We immediately shipped out a second package to him via express mail.

We have responded to 420MD's enquiry today. Our scales are regularly calibrated and are very accurate. We build in a weight safety net by having a policy of over filling jars and vials. So a 100g Piracetam jar usually contains 101.5 to 104g, and a 1g Noopept vial usually contains 1.05 to 1.15 grams. We have found it to be a great guard against the occasional human error or slight scale errors in between calibrations, and it also means that our customers get unadvertised extra free product - always a bonus! We also conducted random spot checks on a number of products today and found them to all be containing product that weighed more than the label stated. This caused some major head scratching as we tried to find a scenario where this could occur. Receiving one jar under-filled is very unlikely but possible, whereas receiving three jars from three different product lines would be a stroke of extreme unluckiness. In 9000 orders (over 25,000 jars/vials), we have never received a message about under filling.

We have narrowed it down to two possible scenarios:

1. Isolated human error.
There is a possibility that the items were packaged to order, meaning that they were all packaged (the product was poured into the jar) at the same time by the same filler. This occasionally happens if we were are running low on the particular weights that someone ordered. If there was a physical issue with the scale and the filler did not notice the problem, then the jars could have been filled incorrectly.

2. 420MD's scale may be out of calibration.
420MD - What is the resolution of your scale, and when was it last calibrated? Pocket scales sometimes come with a couple of calibration weights, necessary for accurate operation. The filling error rates you reported are 56% for the 2.5g, 83% for the 20g, and 93.4% for the 100g, which is characteristic of a scale that has lost some of its sensitivity. The smaller weighing ranges tend to suffer first.

In the interest of maintaining trust and goodwill, we have already shipped out a replacement package to 420MD.

And as for the seal on the 20g Noopept jar, please bear in mind these seals are not perfect and will sometimes partially separate from the rim as the lid is removed. As long as the lid was on fairly well, the Noopept was protected. Noopept is a clumpy substance and was more than likely loaded into the jar that way.


I hope that clears things up for 420MD and the community.

Robert
New Star Nootropics

[▲420MD]

Thanks Rob, I was just concerned because of the communication. It is really appreciated to send out a whole new order with extras and all. I really do want to say just how much I appreciate it. I weighed the powders multiple ways on multiple scales because I was weary of the measurement as well. It could be possible somehow my package was intercepted and tested - but I REALLY doubt that. Either way, if this all goes as it should NSN will still be my first stop choice. I'm sorry if this caused any business issues, truely.

Thanks for the help.

[NSN]

Sure, no problem at all. We always have genuine concern for anything that appears to be amiss. We just don't work weekends!

We would really appreciate it if you could amend/update the first post in this thread with the current status.

Thanks!
Robert

[▲420MD]

There is no way to edit my posts. I'm sorry. I will ask a moderator to take it down.

[anonymous.0]

Impressive. I've never seen a company of any buisness post in a forum,

[unregistered_user]

Nice work NSN. That's what I call customer service.

[▲420MD]

They seriously took care of me. I wish I could delete the thread, I feel bad for offsetting their business even if it's slight. They completely replaced my order, they did not just compensate for the missing amount, they sent me a whole new order, with $100 insurance on top of it. They seriously care about their customers, and I'd definitely order again once the colouracetam is back in stock. They are top-notch.

[boythatssomebreath]

I love NSN - great company with great customer service, but come on guys, what's up with putting that PRL-8-53 teaser on your website, and then taking it down? Can't you give us a hint as to if you are going to have it, and a possible date? Three months... a year? You're killing me!

[nanomatrix]

This is an interesting thread...
I like New Star's customer service model.

[Reformed-Redan]

Hey NSN. Love you guys. Can you please let us know when are you going to have IDRA-21 and PRL in stock. Thank you!

[igorpanarin]

I wanted to buy PRL 8-53. When will it be in stock

[MangekyōPeter]

While PRL 8-53 isn't available there yet, IRDA-21 is, as of very recent.

[igorpanarin]

what does of irda-21 is supposed to be used