BBB Accredited Business since
Phone: (860) 409-7100 Fax: (860) 409-7388 PO Box 643, Farmington, CT 06034
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This company offers health and diet food supplements.
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A BBB Accredited Business since
BBB has determined that Ultimate Nutrition, Inc. meets BBB accreditation standards, which include a commitment to make a good faith effort to resolve any consumer complaints. BBB Accredited Businesses pay a fee for accreditation review/monitoring and for support of BBB services to the public.
BBB accreditation does not mean that the business' products or services have been evaluated or endorsed by BBB, or that BBB has made a determination as to the business' product quality or competency in performing services.
Reason for Rating
BBB rating is based on 16 factors. Get the details about the factors considered.
Factors that raised the rating for Ultimate Nutrition, Inc. include:
- Length of time business has been operating.
- Complaint volume filed with BBB for business of this size.
- Response to 2 complaint(s) filed against business.
- Resolution of complaint(s) filed against business.
- BBB has sufficient background information on this business.
Customer Complaints Summary Read complaint details
|Complaint Type||Total Closed Complaints|
|Problems with Product/Service||2|
|Total Closed Complaints||2|
Type of Entity
Business ManagementMr. Brian M. Rubino, Vice President
Health & Wellness Vitamins & Food Supplements
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Complaint Trends - Last 3 Years
Customer Review Trends
Problems with Product/Service
Read Complaint Details
Complaint: I purchased 4 containers of "Muscle Juice 2544" approximately 14-16 months ago and two of these containers have developed a strong, pungent odor. One of the odorous containers was opened a few months ago and developed the odor, then I opened a second container to find the same. All of the containers are within the marked shelf life indicated on the bottom of March, 2014. I have sent photos, usage details, storage details, and a problem description to Ultimate Nutrition and they refuse to assist in any way. Product_Or_Service: Muscle Juice 2544
Desired Settlement: DesiredSettlementID: Refund I expect a refund.
Business Response: Business Response /* (1000, 5, 2013/08/06) */ Customer contacted us on July 14th stating he wanted to return a product. On July 15th our customer service responded and said. We regret to hear about your experience with our product. We suggest returns/exchanges be taken up with whatever retailer that you bought the product from. Consumer Response /* (3000, 7, 2013/08/07) */ (The consumer indicated he/she DID NOT ACCEPT the response from the business.) The product is defective. I am unable to return it to the retailer. The manufacturer is ultimately responsible for its products and should provide a refund or replacement. Business Response /* (4000, 9, 2013/08/09) */ All product returns, exchanges must be done with the retailer from where the product was purchased from. Consumer Response /* (4200, 11, 2013/08/12) */ (The consumer indicated he/she DID NOT accept the response from the business.) I don't keep records of sales receipts for over 12 months and therefore am unable to go throught the retailer. The manufacturer should stand behind its product regardless of the distribution channel.
BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable offer to resolve the complaint. However the consumer did not accept the offer.
Problems with Product/Service
Read Complaint Details
Complaint: After purchasing a vanilla Protein Isolate from Ultimate Nutrition I was not happy with the horrible taste and the fact that it did not mix good at all. I no longer had the receipt from my purchase so I contacted the manufacturer directly by email...I even went as far as to provide them with the serial number, lot number, and manufacture date of the product. The first employee I had communication with was a Jon Leoni who gave the typical "script" responses that customer service reps are told to. After a few emails with him got me no where I asked for his supervisor..he provided me with the contact information for Julie Brown. I emailed Julie and got basically the same response. They both went on to lecture me that their product is superior to others and that cause it is made from wheat that is "may not mix well". In the end I wanted a refund or a credit directly from them that I could use on their website and Julie closed the door on that and pretty much told me to get lost. This is the worst customer service I have ever experienced..I have been a loyal customer of their products for years now..well no more! Additionally, I have told numerous people about this and they have agreed to stop using their products. Product_Or_Service: Vanilla Protein Isolate Powder
Desired Settlement: DesiredSettlementID: Refund I want a refund for the amount of the product or at the very least a significant credit that can be used on their online store. This credit will have to be higher than the original products cost to offset ALL of the time and hassle I have gone through in dealing with their poor service.
Business Response: Business Response /* (1000, 5, 2013/03/07) */ Our customer service department responded within 1 day to this gentlemen's inquiry. He wondered if something was wrong with the quality of the product. Our quality department pulled our retain sample of the batch in question and determined the prdouct met all our quality specs. customer then asked for a refund and was told that all refunds/exchanges for non-quality issues must be done at the place of purchase. Consumer Response /* (3000, 7, 2013/03/08) */ (The consumer indicated he/she DID NOT ACCEPT the response from the business.) The response by Ultimate Nutrition is unacceptable! They have offered absolutely nothing. The simple fact remains that if their product met all of their quality inspections such as they claim, then I would not have encountered any problems with it. Business Response /* (4000, 10, 2013/03/12) */ If the customer is unhappy with the product we encourage him to return it to wherever he bought it from. Consumer Response /* (4200, 12, 2013/03/14) */ (The consumer indicated he/she DID NOT accept the response from the business.) Ultimate Nutrition is well aware that I can not return it to where I purchased the product from as I did not save the receipt...again, they are aware of this as it was clearly indicated in the emails we exchanged. They are making false claims about their products (the only protein made from wheat) and failing to stand behind their product. I have contacted one of the local television stations and they are going to look into doing a story on the poor customer service from Ultimate Nutrition (apparently I am not the only one that has experienced issues with them, though I do not know the details of the other problems...yet). Again, to summarize what has gone here...Ultimate Nutrition sold me an inferior or defective product and they are not willing to stand behind it by offering a refund or credit of any sort. During the process of our communication they have made false statements in regards to their products' production process. Business Response /* (4000, 14, 2013/03/15) */ Again, if the customer is unhappy with the product he purchased he should return it or exchange it from whereever he purchased it from.
BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.