BBB Accreditation

A BBB Accredited Business since

BBB has determined that Purity Products 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 13 factors. Get the details about the factors considered.

Factors that raised the rating for Purity Products include:

  • Length of time business has been operating
  • Complaint volume filed with BBB for business of this size
  • Response to 159 complaint(s) filed against business
  • Resolution of complaint(s) filed against business


Customer Complaints Summary Read complaint details

159 complaints closed with BBB in last 3 years | 52 closed in last 12 months
Complaint Type Total Closed Complaints
Advertising/Sales Issues 36
Billing/Collection Issues 62
Delivery Issues 8
Guarantee/Warranty Issues 2
Problems with Product/Service 51
Total Closed Complaints 159

Customer Reviews Summary Read customer reviews

0 Customer Reviews on Purity Products
Customer Experience Total Customer Reviews
Positive Experience 0
Neutral Experience 0
Negative Experience 0
Total Customer Reviews 0

Additional Information

top
BBB file opened: September 01, 1994 Business started: 01/01/1991 Business incorporated: 08/13/1993 in NY
Type of Entity

Corporation

Business Management
Mr. Jahn Levin, President
Contact Information
Customer Contact: Ms. Janeth Diaz, Credit Manager
Principal: Mr. Jahn Levin, President
Business Category

MAIL ORDER & CATALOG SHOPPING VITAMINS & FOOD SUPPLEMENTS

Alternate Business Names
Water Pure, Inc.

Additional Locations

  • 200 Terminal Drive

    Plainview , NY 11803

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Professional AffiliationsX
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Types of Complaints Handled by BBB

BBB handles the following types of complaints between businesses and their customers so long as they are not, or have not been, litigated:

  • Advertising or Sales
  • Billing or Collection
  • Problems with Products or Services
  • Delivery
  • Guarantee or Warranty

We do not handle workplace disputes, discrimination claims or claims about the quality of health or legal services.

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BBB Complaint Process

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Additional Phone Numbers

  • (888) 769-7873(Phone)
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Complaint Detail(s)

2/27/2015 Billing/Collection Issues
2/20/2015 Billing/Collection Issues
2/14/2015 Problems with Product/Service
2/9/2015 Billing/Collection Issues
2/5/2015 Advertising/Sales Issues
1/31/2015 Problems with Product/Service
1/29/2015 Billing/Collection Issues
1/24/2015 Billing/Collection Issues
1/23/2015 Delivery Issues
1/19/2015 Billing/Collection Issues
1/17/2015 Billing/Collection Issues
1/16/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I was a customer for a number of years until having problems with an order (#********) in July 2014 on which I had called in advance to cancel but the order was sent anyway and it was delivered to an apartment that I had vacated on 3-**-14. When I saw the charge on my credit card I called to inquire as to why the order was sent when I had previously cancelled it. I was told that the company would issue a full refund once the product was returned. Somehow that order showed up on the front doorstep of my new address nearly 5 months later, apparenlty delivered by ***. I called Purity Products again (in early December 2014) and informed them of this event and was told (after speaking to several "supervisors") that they would immediatley credit back half the price of the order and if I chose not to keep the product they would refund the other half upon receipt of the product. I mailed the product order back to them a few days later. Several weeks went by and no credits had shown up on my credit card so I called them back on January *, 2015. This phone call resulted in another 20-25 minutes of waiting while the customer service person checked with several "supervisors", eventually having to call me back and telling me that because the return was not within their 60-day policy that no refund of any kind would be forthcoming. The only resolution offered was to send me back the product- which I did not want in the first place and had called them to cancel the order prior to it being sent out initially in July 2014. They say they have no record of receiving my call to cancel, which is convenient but not truthul. Bottom line is that the company is more concerned about money than satisfying customers- and in this case a customer who had been ordering product from them for at least 5-6 years. The company's customer service personnel provide inconsistent information from one phone call to the next and make verbal commitments for which the company does not follow through.

Desired Settlement: Issue a refund of $271.83 for the subject order.

Business Response: ******* ** **** *** ****** ******** ****** ** **** **** ******* **** ***** *** ***** ** *****

Complaint ID: ********, ****** *** ****

I regret that *** ****’s experience with Purity Products was not a positive one. *** **** is a valuable customer and his satisfaction with Purity Products is very important to us. At Purity Products, our goal has always been to exceed our customer’s expectations, to create fully satisfied customers and we work hard in this pursuit.

We truly appreciate *** ****’s patronage; he was on the super saver program since February 2012.
Our records indicate *** **** agreed to the Super Saver program for Krill Omega & Vital Maca Super Formula via the Web. On January 2014, *** **** called our Customer Service regarding a 6 bottle order that shipped to an address he no longer resided and as a courtesy, we resent a new order at no charge to him, although we were unable to recuperate the original order; during this call, *** **** scheduled his next order to ship on 7/*/14.

The order processed and shipped as scheduled on 7/*/14; an email was sent to ****************** providing the tracking details of this order. *** **** called our customer service department on 9/**/14, however, we were not able to retrieve the package as it had been delivered as addressed on 7/**/14 to **** * ******** **** ****** ** ***** which was the address he confirmed with the agent during the January 2014 call. As per ***, the package was given back to *** as “Customer moved” in December and *** forwarded to customer’s current address **** * ******** *** ****** *** *****.

Unfortunately, *** **** did not make any address changes prior to the order processing/shipping, thus order was delivered as addressed. *** **** returned the order on 12/**/14, however, as per our refund policy, *** **** is no longer eligible for refund. The Super Saver program has been canceled since September 2014.

Our refund policy is printed on all invoices and is as follows:

Refund Policy - Refunds cheerfully provided on all used or unused bottles returned within 60 days of receipt. Please call Customer Care within 60 days at ###-###-#### to obtain a return authorization. Return Authorization does not cover the cost of return shipping. Again, you must return your used and/or unused bottles to receive a refund within 60 days.

Thank you for bringing *** ****’s complaint to our attention. It is important to Purity Products, Inc. to maintain positive customer relations and to do what we feel is appropriate to make sure that our customers are satisfied. It has also given us the opportunity to review our practices to ensure that they are in full compliance with pertinent state and federal laws.

If you have any questions or ever would like more information about our company, please feel free to contact me.

Yours in good health,
****** **** ****** ******** ****** ******** ****** ************ *** ************ *** ******** ***** ********** ** ***** ******* ****************************** **********************

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

*** **** does a nice job of quoting the company's policy, as well as spinning events so that it sounds like I was solely at fault, but she fails to address the two key areas of my complaint:

The primary issue is that I called the company prior to the July 2014 delivery of the product order and cancelled my "super saver" program with them.  However, the female employee (I specifically remember it being a female) who received that call did not successfully cancel it which resulted in the order being sent out in the first place.  Had she done her job, none of this would have transpired.  Conveniently enough for them, they say they have no record of my call.    

The second issue is that I spoke with a company representative in early December who (as a one-time courtesy for a good customer) agreed to credit me half the cost of the order at that time and would then credit the remainder upon my returning the product.  That person (also female) understood the timeline of when the order was shipped and the approximate 6-months that had gone by before the product finally caught up to my new address in December 2014.  She acknowledged that the product was outside their 60-day return window, but agreed to use the December date as the starting point of the 60-day return window.  When I called the company back about a week ago to see why nothing had been credited to my credit card (as promised), they lied to me when they said they have no record of their representative providing me the aforementioned return parameters or agreeing to a refund.  

So *** **** can discuss return policy all she wants, but the real issue is centered around the shortcomings of her company's employees on two occasions......AND NOW TRYING TO LIE ABOUT IT.  That's the crux of the problem, and that's why I'm not letting this go.  Other consumers should know when a company projects itself publicly as being so customer-oriented and then lies to its customers when it looks like an employee screw-up will cost them some money.....and not even a material amount which makes it more hideous!   

 

 

 

 

In order for the BBB to appropriately process your response, you MUST answer the question above.


Sincerely,

****** ****




 

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

The company is intent on quoting their policy, but does not address the inadequate actions of their customer service representatives (i.e. not cancelling as I requested and then offering me a refund at one point only to reject it later) which is the key point of the complaint.  If policy adherence and a few hundred dollars trumps customer satisfaction then this complaint needs to be posted for all to see.  They are culpable for this order being erroneously shipped out in the first place but will not own up to that fact.  So be it....but other people are going to know about it!  

In order for the BBB to appropriately process your response, you MUST answer the question above.


Sincerely,

****** ****




 

Business Response: Again, thank you for bringing *** ****’s complaint to our attention. It is important to Purity Products, Inc. to maintain positive customer relations and to do what we feel is appropriate to make sure that our customers are satisfied. It has also given us the opportunity to review our practices to ensure that they are in full compliance with pertinent state and federal laws.

If you have any questions or ever would like more information about our company, please feel free to contact me.

Yours in good health,
****** **** ****** ******** ****** ******** ****** ************ *** ************ *** ******** ***** ********** ** ***** ******* ****************************** **********************

1/16/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Purity Products made an unauthorized draft out of my account after I had cancelled via phone my account and requested a refund of what I had already spent. this resulted in a domino effect which cost me a fine to reinstate my license, another down payment to acquire new auto insurance since my then current one was cancelled due to non-payment, a late charge and a disconnect charge for electric and water, as well as a late charge for auto payment for a total of $1265.00. Purity Products has ignored my request for a FULL reimbursement of funds and only grudgingly refunded $267 (the original amount of the unauthorized bank draft) after a month of emails and phone calls with their President, **** *****.

Desired Settlement: From one of the emails to **** *****:You say you hope to "resolve this to [my] satisfaction....?" Then consider my statements above because that is MY checklist of what I consider "solving to my satisfaction". I know I did not agree to continue with your product because I have a habit of discontinuing with anything that does not give me the results I anticipated. This product did not, therefore, I had/have no use for it. Therefore, I would not have agreed to pay for any more. Your agent (just as ****** did) stated that more would be sent out for me to try, if there was ANY indication of agreement it was an agreement that sending more of what I did not want was YOUR decision, NOT mine. I did not ask for, suggest or agree that I be sent anything. So to be VERY PLAIN, here is my "satisfaction" checklist:1. $267.84 (initial charge)2. $11.00 (charge to ship product BACK to you)3. $206.00 (last quote I received to renew my license...not sure if th

Business Response: ******** *** **** *** ****** ******** ****** ** **** **** ******* **** ***** *** ***** ** ***** ********* *** ********* **** ** ******

Dear Mediator,

I regret that *** ******’s experience with Purity Products was not a positive one. *** ****** is a valuable customer and his satisfaction with Purity Products is very important to us. At Purity Products, our goal has always been to exceed our customer’s expectations, to create fully satisfied customers and we work hard in this pursuit.

Every weekend we give away over a thousand free bottles to customers across the U.S and Canada with no further obligations. All of our free bottle offers come with an invitation to join our Super Saver Program and at any time the customer can decline to join the Super Saver and still get the free bottle; it is not mandatory and every customer has the option to accept or decline the Super saver offer.

*** ****** called in response to our free bottle advertisement, the offer is as follows:

***By accepting our free bottle today, you become eligible to enjoy the benefits of our Super Saver. This simply guarantees you a lower price on this product and you will have 2 weeks to try the free bottle and then decide if it’s right for you. Then in about 2 weeks, we will ship you 3 bottles of H.A Joint Formula at $29.95 each (40% off the retail price), 3 bottles of Omega plus C & D at $22.00 each (almost 45% off retail price), 3 bottles of Vital Brilliance at $39.95 each (27% off the retail price) and 3 bottles of Vital Maca at $19.95 each, every 3 months plus $4.95 for shipping, charged to the credit/debit card or checking account provided to Purity Products. However if you’re not satisfied for any reason, simply call our customer care number located on your free bottle within the first 2 weeks and you will not be charged or shipped anything further. Remember, the free bottle is yours to keep no matter what. We look forward to getting you started as a Super Saver customer. Is this Okay?

At Purity Products, all calls are monitored and/or recorded for quality assurance and compliance. I’ve personally monitored the call and confirm *** ****** agreed to the Super Saver program for H.A Joint Formula, Omega plus C & D, Vital Brilliance and Vital Maca when he placed the free bottle orders.

Our phone records indicate *** ****** called our Customer Care department on 3/**/14 to cancel the Super Saver program as he needed more time to try each product individually. Our manager offered a discount and to delay the next order and *** ****** agreed to remain on the Super Saver program with the next shipment set for 8/**/14; he was advised to call prior to 8/**/14 if after trying the product, he still wanted to cancel. The order processed & shipped as scheduled. Unfortunately *** ****** called on 8/**, after the order had processed and was advised to refuse the order. The order was returned on 8/**/14 and a full refund was issued; the Super Saver program was canceled.

Thank you for bringing *** ******’s complaint to our attention. It is important to Purity Products, Inc. to maintain positive customer relations and to do what we feel is appropriate to make sure that our customers are satisfied. It has also given us the opportunity to review our practices to ensure that they are in full compliance with pertinent state and federal laws.

If you have any questions or ever would like more information about our company, please feel free to contact me.



Yours in good health,
****** **** ****** ******** ****** ******** ****** ************ *** ************ *** ******** ***** ********** ** ***** ******* ****************************** **********************

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

The response states that it is RECORDED that I AGREED to keep trying the product THEN cancel by a certain date. I DID NOT AGREE to any such thing. IF they will submit to the BBB my RECORDED AGREEMENT of this SPECIFIC aspect and the BBB agrees that I did give my verbal consent, THEN I will consider the matter closed. I do not want parts of the recording left out, edited, or altered in any manner. The company should be able to tell the BBB exactly how long the conversation from start to finish was and immediately send such to the BBB without delay. I state again, I was URGED to continue trying what I had for results but I DID NOT AGREE to being shipped any more product at ANY future date.

 

 

 

 

In order for the BBB to appropriately process your response, you MUST answer the question above.


Sincerely,

**** ******




 

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

my printed statement to have the recording made public absolves Purity Products from any breach of the PCI standards of practice. It is laughable that they only now bring the PCI up after my SPECIFIC request to have what they say is my agreement made public. Any review that they mention in their response is one done internally by those employed by them and therefore not unbiased  and fully prejudiced. By their response they have slandered my name and my reputation without providing a means for my vindication or recompense while simultaneously allowing themselves unencumbered freedom to continue their sordid and unethical business practice. 

 

 

 

 

In order for the BBB to appropriately process your response, you MUST answer the question above.


Sincerely,

**** ******




 

Business Response: Again, thank you for bringing *** ******’s complaint to our attention. It is important to Purity Products, Inc. to maintain positive customer relations and to do what we feel is appropriate to make sure that our customers are satisfied. It has also given us the opportunity to review our practices to ensure that they are in full compliance with pertinent state and federal laws.

If you have any questions or ever would like more information about our company, please feel free to contact me.

Yours in good health,
****** **** ****** ******** ****** ******** ****** ************ *** ************ *** ******** ***** ********** ** ***** ******* ****************************** **********************

1/15/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I bought a product that was advertised on TV as "free". Now they keep sending more and more product and charging my account. I keep paying it. However, I want it to stop and when I call their line, I cannot get a person to cancel the product with.

Desired Settlement: 1) Stop sending me products 2) Stop charging my credit card and 3) Never EVER contact me again. Thank you!!!!

Business Response: ******* ** **** *** ****** ******** ****** ** **** **** ******* **** ***** *** ***** ** ***** ********* *** ********* **** ******

Dear Mediator,

I regret that *** ******’s experience with Purity Products was not a positive one. *** ****** is a valuable customer and his satisfaction with Purity Products is very important to us. At Purity Products, our goal has always been to exceed our customer’s expectations, to create fully satisfied customers and we work hard in this pursuit.

Every weekend we give away over a thousand free bottles to customers across the U.S and Canada with no further obligations. All of our free bottle offers come with an invitation to join our Super Saver Program and at any time the customer can decline to join the Super Saver and still get the free bottle; it is not mandatory and every customer has the option to accept or decline the Super saver offer.

*** ****** called in response to our free bottle advertisement, the offer is as follows:

***By accepting our free bottle today, you become eligible to enjoy the benefits of our Super Saver. This simply guarantees you a lower price on this product and you will have 2 weeks to try the free bottle and then decide if it’s right for you. Then in about 2 weeks, we will ship you 3 bottles of B-12 Energy BerryMelts with Super Fruits at $17.95 each and 3 bottles of EverStrong Tablets at $39.95 each (27% off retail price), every 3 months plus $4.95 for shipping, charged to the credit/debit card or checking account provided to Purity Products. However if you’re not satisfied for any reason, simply call our customer care number located on your free bottle within the first 2 weeks and you will not be charged or shipped anything further. Remember, the free bottle is yours to keep no matter what. We look forward to getting you started as a Super Saver customer. Is this Okay?

At Purity Products, all calls are monitored and/or recorded for quality assurance and compliance. *** ****** agreed to the Super Saver program when he placed the free bottle order. As per this complaint, the Super Saver program has been canceled.

Thank you for bringing *** ******’s complaint to our attention. It is important to Purity Products, Inc. to maintain positive customer relations and to do what we feel is appropriate to make sure that our customers are satisfied. It has also given us the opportunity to review our practices to ensure that they are in full compliance with pertinent state and federal laws.

If you have any questions or ever would like more information about our company, please feel free to contact me.


Yours in good health,
****** **** ****** ******** ****** ******** ****** ************ *** ************ *** ******** ***** ********** ** ***** ******* ****************************** **********************

1/15/2015 Billing/Collection Issues
1/9/2015 Delivery Issues
1/5/2015 Advertising/Sales Issues
1/1/2015 Problems with Product/Service
12/22/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: After being a customer of Purity Products for over a year, I wanted to cancel my order because of a ingredient in the product I am no longer able to take it. Called customer service and after waiting for 8 minutes, expressed my interest in cancelling product. Representative told me that he needed a cancelation number and would be back promptly. Was on hold for approximately 15 minutes and was cut off. Called again and waiting this time 10 minutes and was again cut off. Just wanted to cancel and my complaint is Purity Products will not allow me to cancel. Is this something that happens on a regular basis. Thanks for you attention to my complaint.

Desired Settlement: Just to cancel my account and order of product.

Business Response: December *, 2014



The Better Business Bureau
** **** **** ******* **** *****
*** ***** ** *****

Complaint ID: ********, ****** ** *****

Dear ********,

I regret that *** *****’ experience with Purity Products was not a positive one. *** ***** is a valuable customer and his satisfaction with Purity Products is very important to us. At Purity Products, our goal has always been to exceed our customer’s expectations, to create fully satisfied customers and we work hard in this pursuit.

At Purity Products, all calls are monitored and/or recorded for quality assurance and compliance. Our records indicate *** *** ***** called our Customer Care department on 3/**/14 to cancel the Super Saver program; he agreed to remain on the Super Saver program with additional discounts and a delay on the next shipment set for 9/**/2014. On this date, the order processed and shipped as scheduled.

As per our Refund Policy, refunds are cheerfully provided on all used or unused bottles returned within 60 days of receipt. Upon receipt of order, a full refund will be issued; the Super Saver program has been canceled.

Thank you for bringing *** *****’ complaint to our attention. It is important to Purity Products, Inc. to maintain positive customer relations and to do what we feel is appropriate to make sure that our customers are satisfied. It has also given us the opportunity to review our practices to ensure that they are in full compliance with pertinent state and federal laws.

If you have any questions or ever would like more information about our company, please feel free to contact me.

Yours in good health,
****** ****
****** *******, Purity Products
Direct ###-###-####
Fax ###-###-####
*** ******** *****
********** ** *****
E-mail: ******************************
**********************

11/27/2014 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: ON 10-**-14 I called to cancel all delivery and charges for purity products. My account was still charged once i noticed charge I contacted purity was informed to refuse delivery. I refused delivery however because Purity has chosen to use the cheapest form of shipping the return of pduct takes 3 times as long as normal which delays my refund which has caused several over drafts to my account although Purity has and can verify that the product has been refused and is enroute to the using their chosen delivery method. I am dealing with my mother being in a **** trying to keep bills paid with * children and Purity thinks its ok to mishandle my income.

Desired Settlement: account cancelled refund of charge and all associated charges to my bank account within 3 business days.

Business Response: November**, 2014



The Better Business Bureau
** **** **** ******* **** *****
*** ***** ** *****

Complaint ID: ********, ******** ****

Dear ********,

I regret that **** ****’s experience with Purity Products was not a positive one. **** **** is a valuable customer and her satisfaction with Purity Products is very important to us. At Purity Products, our goal has always been to exceed our customer’s expectations, to create fully satisfied customers and we work hard in this pursuit.

Every weekend we give away over a thousand free bottles to customers across the U.S and Canada with no further obligations. All of our free bottle offers come with an invitation to join our Super Saver Program and at any time the customer can decline to join the Super Saver and still get the free bottle; it is not mandatory and every customer has the option to accept or decline the Super saver offer.

**** **** called in response to our free bottle advertisement, the offer is as follows:

***By accepting our free bottle today, you become eligible to enjoy the benefits of our Super Saver. This simply guarantees you a lower price on this product and you will have 2 weeks to try the free bottle and then decide if it’s right for you. Then in about 2 weeks, we will ship you 3 bottles of Krill Omega at $39.95 each (25% off the retail price) and 3 bottles of B-12 Energy Melts at $17.95 each, every 3 months plus $4.95 for shipping, charged to the credit/debit card or checking account provided to Purity Products. However if you’re not satisfied for any reason, simply call our customer care number located on your free bottle within the first 2 weeks and you will not be charged or shipped anything further. Remember, the free bottle is yours to keep no matter what. We look forward to getting you started as a Super Saver customer. Is this Okay?

At Purity Products, all calls are monitored and/or recorded for quality assurance and compliance. I’ve personally monitored the call and confirm **** **** agreed to the Super Saver program for Krill Omega and B-12 Energy Melts when she placed the free bottle order. **** **** has since returned the order and a full refund for the merchandise has been issued; the Super Saver program has been canceled.

Thank you for bringing **** ****’s complaint to our attention. It is important to Purity Products, Inc. to maintain positive customer relations and to do what we feel is appropriate to make sure that our customers are satisfied. It has also given us the opportunity to review our practices to ensure that they are in full compliance with pertinent state and federal laws.

If you have any questions or ever would like more information about our company, please feel free to contact me.

Yours in good health,
****** ****
****** *******, Purity Products
Direct ###-###-####
Fax ###-###-####
*** ******** *****
********** ** *****
E-mail: ******************************
www.purityproducts.com

11/21/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I responded to a radio advertisement, $6.95 offer for a bottle of health drink. A lady offered me a discount for more of the drink I know nothing about. I refused the offer for obvious reason but she kept talking and will not allow me in the conversation. At this point I told her to cancel the order If I must accept her offer. I clearly told her the only transaction I called for is the 6.95 deal and nothing else. I received the order as agreed however, I received 3 bottles of the product about 2 weeks later. The package was immediately returned to purity products but no refund was received. I called and received news that refund will depend on my initial order call review. Partial refund came in after about 3 weeks. After several calls and tapping into Purity Products supervisors expertise, refund taxes withheld buy purity Products. I assert that I did not buy any merchandise from purity products to withhold taxes. This is all a big mistake.At the direction of s supervisor they'll review my initial call and get back to me within 24 hours. No call from purity products. So far, my calls amount to nothing. This is absolutely sounding like a scam because they've already check my initial call before partial refund was made. I traced their office to New York however, products came from *********, *******.I need my full refund and product return shipping cost to ********* *******, $18.35. Thanks for your support.

Desired Settlement: Full refund with return shipping cost of $18.35

Business Response: ********* ** **** *** ****** ******** ****** ** **** **** ******* **** ***** *** ***** ** ***** ********* *** ********* ***** ****** 

Dear Mediator,

I regret that *** ******’s experience with Purity Products was not a positive one. *** ****** is a valuable customer and his satisfaction with Purity Products is very important to us. At Purity Products, our goal has always been to exceed our customer’s expectations, to create fully satisfied customers and we work hard in this pursuit.

Every weekend we give away over a thousand free bottles to customers across the U.S and Canada with no further obligations. All of our free bottle offers come with an invitation to join our Super Saver Program and at any time the customer can decline to join the Super Saver and still get the free bottle; it is not mandatory and every customer has the option to accept or decline the Super saver offer.

*** ****** called in response to our free bottle advertisement, the offer is as follows:

***By accepting our free bottle today, you become eligible to enjoy the benefits of our Super Saver. This simply guarantees you a lower price on this product and you will have 2 weeks to try the free bottle and then decide if it’s right for you. Then in about 2 weeks, we will ship you 3 bottles every 3 months at $49.95 each, plus discounted shipping of just $6.95. This 3 month supply would save you more than 26% off the regular price. However if you’re not satisfied for any reason, simply call our customer care number located on your free bottle within the first 2 weeks and you will not be charged or shipped anything further. Remember, the free bottle is yours to keep no matter what. We look forward to getting you started as a Super Saver customer. Is this Okay?

At Purity Products, all calls are monitored and/or recorded for quality assurance and compliance. I’ve personally monitored the call and confirm *** ****** agreed to the Super Saver program for the VeggieStrong - The Organic Protein Smoothie when he placed the free bottle order. *** ****** has since returned the order and a full refund for the merchandise has been issued; the Super Saver program has been canceled. The Goods and Services Tax (GST) is a Canadian Domestic consumption Tax in which Canadian consumers pay to their government.

Thank you for bringing *** ******’s complaint to our attention. It is important to Purity Products, Inc. to maintain positive customer relations and to do what we feel is appropriate to make sure that our customers are satisfied. It has also given us the opportunity to review our practices to ensure that they are in full compliance with pertinent state and federal laws.

If you have any questions or ever would like more information about our company, please feel free to contact me.

Yours in good health,
****** **** ****** ******** ****** ******** ****** ************ *** ************ *** ******** ***** ********** ** ***** ******* ****************************** **********************

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

[Your Answer Here]

I did not agree to subsequent purchase of veggie strong products as response suggest. I need full refund plus $18 return postage. 

 

 

 

In order for the BBB to appropriately process your response, you MUST answer the question above.


Sincerely,

***** ******



 

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

Like In said earlier, I did not order any product from you except promotional offer of $6.95. I want my full payment you charged my credit card. You charged my card in trickery. Everyone makes mistake but the fact that you're defending your position tells me you should not be in business. You must return full amount charged my credit card plus return shipping cost.   

 

 

 

 

In order for the BBB to appropriately process your response, you MUST answer the question above.


Sincerely,

***** ******




 

Business Response: As noted on my initial response, all calls are monitored and/or recorded for quality assurance and compliance. I’ve personally monitored the call, *** ****** agreed to the Super Saver program for the VeggieStrong - The Organic Protein Smoothie when he placed the free bottle order; during the call, our agent explained “if you’re not satisfied for any reason, simply call our customer care number located on your free bottle within the first 2 weeks and you will not be charged or shipped anything further”. After 2 weeks, an order processed, as we did not hear from *** ******. This information was also included in the shipment with the free bottle order.

Again, the order was returned and a full refund was issued. The Goods and Services Tax (GST) is a Canadian Domestic consumption Tax in which Canadian consumers pay to their government, this is not collected by Purity Products, therefore is not refundable thru Purity Products, but thru Canadian Government. I previously included the link, which provides customer with the information needed to get reimbursement for GST. Again, the link is: ****************************************************************

?Again, thank you for bringing *** ******’s complaint to our attention. It is important to Purity Products, Inc. to maintain positive customer relations and to do what we feel is appropriate to make sure that our customers are satisfied. It has also given us the opportunity to review our practices to ensure that they are in full compliance with pertinent state and federal laws.

If you have any questions or ever would like more information about our company, please feel free to contact me.

Yours in good health,
****** **** ****** ******** ****** ******** ****** ************ *** ************ *** ******** ***** ********** ** ***** ******* ****************************** **********************

11/21/2014 Billing/Collection Issues
11/14/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I ordered an advertised product (Green Tea CR) from Purity Products. The caveat to receiving a free sample was that you would receive monthly shipments of product. thereafter. At the time of purchase, I inquired about how to cancel if I was not satisfied. They said "easy just call this number ###-###-####, or ******************* ************." Yesterday, I contacted customer care by email to cancel my future shipments. They responded that I had to call their phone number during business hours (9-6). Today I called them at 9:30 EST and was not able to get to a live person. When I answered a prompt that I wanted to cancel my shipments, they said the phone line was having technical difficulties, and that I would need to cancel my shipments via the online customer service. So I contacted them again online, but I seem to be in a continuous loop of noncommunication. I think this is a purposeful basrrier to prevent customers from cancelling orders. *** ********* ***** ******* ** ***** ** ***** *************************

Desired Settlement: Stop delivery and cancel any charges associated with product set to deliver after this date November *, 2014.

Business Response: ********* ** **** *** ****** ******** ****** ** **** **** ******* **** ***** *** ***** ** ***** ********* *** ********* *** *********

Dear Mediator,

I regret that *** *********’s experience with Purity Products was not a positive one. *** ********* is a valuable customer and his satisfaction with Purity Products is very important to us. At Purity Products, our goal has always been to exceed our customer’s expectations, to create fully satisfied customers and we work hard in this pursuit.

Our records indicate *** ********* contacted our Customer Care Department via email on 11/*/14; he requested the Super Saver program be canceled, which we did. A confirmation email was sent to ********************** with the cancelation #.

Thank you for bringing *** *********’s complaint to our attention. It is important to Purity Products, Inc. to maintain positive customer relations and to do what we feel is appropriate to make sure that our customers are satisfied. It has also given us the opportunity to review our practices to ensure that they are in full compliance with pertinent state and federal laws.

If you have any questions or ever would like more information about our company, please feel free to contact me.

Yours in good health,
****** **** ****** ******** ****** ******** ****** ************ *** ************ *** ******** ***** ********** ** ***** ******* ****************************** **********************

10/30/2014 Billing/Collection Issues | Complaint Details Unavailable
10/29/2014 Delivery Issues | Read Complaint Details
X

Additional Notes

Complaint: I wrote them a letter AND called them on the phone requesting that they STOP all future shipments of their product until such time that I should call or write and order more product. This was a few months ago. Yesterday I find on my doorstep another box of their product, which I DO NOT WANT! I am going to take the box back to the post office, unopened, and refuse delivery. I have no intention of PAYING to send this box back to them.

Desired Settlement: I demand that they STOP shipping product to me and that they refund the payment which they extracted from my credit card for this last unwanted shipment.

Business Response:

******* *** ****       **** ****** ****** ******** ****** *** ******* ******* ***** *** ************ *** **** *****   ********* ***  ********* **** ********

 

Dear Mediator,

 

I regret that **** ********’s experience with Purity Products was not a positive one.  **** ******** is a valuable customer and her satisfaction with Purity Products is very important to us.  At Purity Products, our goal has always been to exceed our customer’s expectations, to create fully satisfied customers and we work hard in this pursuit.

 

We truly appreciate **** ********’s patronage; she has been on the super saver program since September 2013.  Our call logs record shows **** ******** contacted our Customer Care center on 6/**/14 and ordered a free bottle of our H.A Joint Formula with the Super Saver option; she also activated the other products she had on the super saver program; she requested that all bottles ship together.  Since then there has not been any additional contact made, hence the order shipped as scheduled.  As per our Refund Policy, **** ******** may return the order for a full refund.  Upon receipt of order, a full refund will be issued; the super saver program has been canceled.  Please use return authorization #********.

Our refund policy as printed on all invoices is as follows:

Refund Policy - Refunds cheerfully provided on all used or unused bottles returned within 60 days of receipt. Please call Customer Care within 60 days at ************** to obtain a return authorization.

 

Thank you for bringing **** ********’s complaint to our attention.  It is important to Purity Products, Inc. to maintain positive customer relations and to do what we feel is appropriate to make sure that our customers are satisfied.  It has also given us the opportunity to review our practices to ensure that they are in full compliance with pertinent state and federal laws.

 

If you have any questions or ever would like more information about our company, please feel free to contact me.

 

Yours in good health,

****** ****
****** ******** ****** ******** ****** ************ *** ************ *** ******** ***** ********** ** ***** ******* ****************************** **********************

10/19/2014 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: we canceled our quarterly purchase of their product twice over the last 6 months and they continue to debit our account and send us products that we no longer want.

Desired Settlement: cancel our suscription to your product, replace the funds that were taken on Oct * 2014 and do not debit our account nor send us any more product.

Business Response:

******* *** ****       **** ****** ****** ******** ****** *** ******* ******* ***** *** ************ *** **** *****   ********* ***  ********* ******* * ******

 

Dear Mediator,

 

I regret that *** ******’s experience with Purity Products was not a positive one.  *** ****** is a valuable customer and his satisfaction with Purity Products is very important to us.  At Purity Products, our goal has always been to exceed our customer’s expectations, to create fully satisfied customers and we work hard in this pursuit.

 

We truly appreciate *** ******’s patronage; he has been on the super saver program for many years.  Our call logs record shows *** ****** called on 3/**/2013 to update the credit card on file for his orders, since then there has not been any additional contact made, hence the order shipped as scheduled.  As per our Refund Policy, *** ****** may return the order for a full refund.  Upon receipt of order, a full refund will be issued; the super saver program has been canceled.  Please use return authorization #********.

Our refund policy as printed on all invoices is as follows:

Refund Policy - Refunds cheerfully provided on all used or unused bottles returned within 60 days of receipt. Please call Customer Care within 60 days at ###-###-#### to obtain a return authorization.

 

Thank you for bringing *** ******’s complaint to our attention.  It is important to Purity Products, Inc. to maintain positive customer relations and to do what we feel is appropriate to make sure that our customers are satisfied.  It has also given us the opportunity to review our practices to ensure that they are in full compliance with pertinent state and federal laws.

 

If you have any questions or ever would like more information about our company, please feel free to contact me.

 

Yours in good health,

****** **** ****** ******** ****** ******** ****** ************ *** ************ *** ******** ***** ********** ** ***** ******* ****************************** ********************** *

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

******* ******



 

9/3/2014 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: I learned about Purity Products on the radio. The company representative profoundly exaggerated the results of their products. I believed in what was represented. I ordered on March ****, **** & ****. I could not wait. during my course of me taking "evidence-based nutritional supplements" I had no change... I called and cancelled... The operator was awful to me and I just wanted to cancel....I told her that Purity (powerfully over promised and did not deliver). It still bothers me that they get away with these tactics. So this is way I am complaining today.

Desired Settlement: I spent on 3 orders $238.55 and respectfully a full refund.

Business Response: ****** ** **** *** ****** ******** ****** *** ******* ******* ***** *** ************ *** **** ***** ********* *** ********* **** ****** ******** 

Dear Mediator,

I regret that *** ********’s experience with Purity Products was not a positive one. *** ******** is a valuable customer and his satisfaction with Purity Products is very important to us. At Purity Products, our goal has always been to exceed our customer’s expectations, to create fully satisfied customers and we work hard in this pursuit.

Purity Products has been a leader in the nutritional industry over 20 years and we only use the highest grade ingredients dynamically balanced in accordance with the latest advancements in nutritional science. As an industry leader, Purity Products' goal is to provide customers with Evidence Based Nutraceuticals to help look and feel your best. Along with our highly respected panel of experts, we continue to lead the industry by developing truly cutting edge, research based nutritional formulas which feature the latest scientific research. Purity elevates both, our products and service, thereby providing customer with an unparalleled nutritional experience. Our manufacturing facilities are third party certified by industry watchdog organizations such as NSF and NPA, which means they have been audited for compliance with Good Manufacturing Practices (GMPs). With our passion for research and customer satisfaction we look forward to helping cusotmers along their journey to better health. Our products are not intended to diagnose, treat, cure or prevent any disease.

While we do have a great 60 day - money back guarantee, *** ******** had the product for more than 60 days, and so in accordance with Good Manufacturing Practices we are unable to accept the product back. As a customer, I am sure you will appreciate our steadfast commitment to carrying only the freshest products.

Our refund policy as printed on all invoices is as follows:

Refund Policy - Refunds cheerfully provided on all used or unused bottles returned within 60 days of receipt. Please call Customer Care within 60 days at ###-###-#### to obtain a return authorization.

Thank you for bringing *** ********’s complaint to our attention. It is important to Purity Products, Inc. to maintain positive customer relations and to do what we feel is appropriate to make sure that our customers are satisfied. It has also given us the opportunity to review our practices to ensure that they are in full compliance with pertinent state and federal laws.

If you have any questions or ever would like more information about our company, please feel free to contact me.


Yours in good health,

****** **** ****** ******** ****** ******** ****** ************ *** ************ *** ******** ***** ********** ** ***** ******* ****************************** **********************

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:
My complaint is not resolved.

The company response is not adequate in covering my issue.

The response seems to be a a well scripted CYA document. They already know that there products do not work, thus this document they sent to you/me.

They told me that I needed to take the produces longer/ all 90 days in order to work. Thus automatically eliminating one of 2 ways to return.

My only resolution is to have my refund in full. When this happens I will not proceed with any other actions.

Thank you for all your assistance in advance,
**** ******** 
 



 

Business Response: Purity Products' goal is to provide customers with Evidence based supplement in accordance with the latest advancement in nutritional science. Purity leads the industry by developing truly cutting edge, research based nutritional formulas. DSHEA places dietary supplements in a special category under the general umbrella of "foods" not drugs, and requires that every supplement be labeled a dietary supplement. Our products are not intended to diagnose, treat, cure or prevent any disease.

Purity Products fully complies with all FDA regulations in the manufacturing, packaging, holding, distributing and labeling of dietary supplements, as codified in the Dietary Supplement Health and Education Act of 1994 and 21 CFR Part 111.

As per our refund policy, *** ******** no longer qualifies for refund.

Our refund policy as printed on all invoices is as follows:
Refund Policy - Refunds cheerfully provided on all used or unused bottles returned within 60 days of receipt. Please call Customer Care within 60 days at ###-###-#### to obtain a return authorization.

Again, thank you for bringing *** ********’s complaint to our attention. It is important to Purity Products, Inc. to maintain positive customer relations and to do what we feel is appropriate to make sure that our customers are satisfied. It has also given us the opportunity to review our practices to ensure that they are in full compliance with pertinent state and federal laws.

If you have any questions or ever would like more information about our company, please feel free to contact me.


Yours in good health,

****** **** ****** ******** ****** ******** ****** ************ *** ************ *** ******** ***** ********** ** ***** ******* ****************************** **********************

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

 

***** **** ******** ******************************** ***** ******** ********* *** **** **** ** *** ********** ******** *** *** **** * *** ******* **** *** *** **** **** ********* * ********

I am sorry but I do not use this email very often.

I complaint has 2 parts and neither has been addressed.

1 the bold claims... I am challenging them and want proof of claims...

2 a full refund... to date I have only a partial refund offered...

I look forward to your assistance,

**** ********

PS I will check my email daily..





 

9/2/2014 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I made it very clear to a rep to stop any future deductions from my account without my consent because I have been unemployed since last year. They stopped for a couple of months and then did not call me but deducted $49.91 from my checking account without my consent. I am in very bad health with 5 auto immune disorders with no income and the stress of this issue is causing me more health issues. They refuse to take care of this issue. I spoke with ***** at length and he assured me he would call me back today with an update in the situation. He did not call and I have not been re-reimbursed. This is stealing and taking advantage of people and their private information. Once they have your account number they can take what they want out of your account. Please help me in this matter. I did not receive their product and do not want to receive their product. I do not have money.

Desired Settlement: Please help me in this matter. I need gas and food money and it has been taken from me. They deducted $49.91 from my account and I want it put back in there immediately please.

Business Response: ****** *** **** *** ****** ******** ****** ** **** **** ******* **** ***** *** ***** ** *****
Complaint ID: ********, ******* ******

I regret that **** ******’ experience with Purity Products was not a positive one. **** ****** is a valuable customer and her satisfaction with Purity Products is very important to us. At Purity Products, our goal has always been to exceed our customer’s expectations, to create fully satisfied customers and we work hard in this pursuit.

Every weekend we give away over a thousand free bottles to customers across the U.S and Canada with no further obligations. All of our free bottle offers come with an invitation to join our Super Saver Program and at any time the customer can decline to join the Super Saver and still get the free bottle; it is not mandatory and every customer has the option to accept or decline the Super saver offer.

On 3/**/14, **** ****** called in response to our free bottle advertisement, the offer is as follows:

***By accepting our free bottle today, you become eligible to enjoy the benefits of our Super Saver. This simply guarantees you a lower price on this product and you will have 2 weeks to try the free bottle and then decide if it’s right for you. Then in about 2 weeks, we will ship you 3 bottles of OptiKrill 300 Super Formula at $19.95 each (25% off the retail price) and 3 bottles of Plan 200 Formula at $39.95 each, every 3 months, plus discounted shipping of just $4.95. This 3 month supply would save you more than 25% off the regular price. However if you’re not satisfied for any reason, simply call our customer care number located on your free bottle within the first 2 weeks and you will not be charged or shipped anything further. Remember, the free bottle is yours to keep no matter what. We look forward to getting you started as a Super Saver customer. Is this Okay?

Our records indicate **** ****** agreed to the Super Saver program for OptiKrill 300 Super Formula & Plan 200 Formula when she placed the free bottle order. **** ****** called our Customer Service on 4/**/14 to change her address; she was advised her next scheduled order would ship on 8/*/14. The order processed & shipped on 8/* to the new address **** ****** had provided us.  As per **** ******’ Visa credit card, the address the order shipped to matches 100% with the billing address they have on file for her.

On 8/**/14 **** ****** called regarding her charged from us; she was advised it was for the order shipped o 8/*/14. She claimed to have moved from that address, unfortunately, because she did not updated the address prior to the order shipping, we are not able to issue a refund for it. The Super Saver program has been canceled.

Thank you for bringing **** ******’ complaint to our attention. It is important to Purity Products, Inc. to maintain positive customer relations and to do what we feel is appropriate to make sure that our customers are satisfied. It has also given us the opportunity to review our practices to ensure that they are in full compliance with pertinent state and federal laws.

If you have any questions or ever would like more information about our company, please feel free to contact me.

Yours in good health,
****** **** ****** ******** ****** ******** ****** ************ *** ************ *** ******** ***** ********** ** ***** ******* ****************************** **********************

8/13/2014 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: Company advertised a free bottle of their vitamins. Consumer just pays $4.95 s&h. I ordered the free product and provided my credit card for the $4.95 charge. 4 weeks later I received a box from this company with three more bottles of vitamins and an invoice showing they had charged my credit card $125. I did not order these additional bottles and did not authorize them to send them or charge my card. Upon calling the company, they offered to refund my card if I would pay to ship the product back. They said that by accepting their offer of a free bottle I was agreeing to be enrolled in a program that automatically sent me products and charged me for them. I saw no such information when I was placing the order for the free product. They claim that there was some fine print on their website warning me that I was signing up for this program. This is an absolutely deceptive and dishonest practice. I would be happy to return the product that they chose to send to me, if they will provide a shipping label. I don't feel that I should be penalized and forced to pay to return product that I did not want.

Desired Settlement: I would like them to refund my credit card for the entire amount they charged me - $124.80 and provide me with a shipping label to return these bottles of pills.

Business Response: ****** ** **** *** ****** ******** ****** ** **** **** ******* **** ***** *** ***** ** ***** ********* *** ********* ******* *******

Dear Mediator,

I regret that **** *******’s experience with Purity Products was not a positive one. **** *******’ is a valuable customer and her satisfaction with Purity Products is very important to us. At Purity Products, our goal has always been to exceed our customer’s expectations, to create fully satisfied customers and we work hard in this pursuit.

Our records indicate **** ******* ordered via the web and agreed to the Super Saver program for the H.A. JOINT FORMULA when she placed the order. The offer is as follows:

**** ******** ***** **** ***** ******* * **** ***** * **** **** *** ***** ** *** ***** ******* ******


† - $4.95 shipping applies. By accepting the free bottle offer you will be enrolled in our Super Saver program, locking in the low Super Saver price of just $39.95 per bottle. As a Super Saver you will receive three bottles every 90 days. Your first delivery of 3 bottles will arrive about 2-3 weeks after you receive your FREE bottle, so you don't have to worry about missing a day. Purity Products will charge the credit card used today for your 3 bottle shipments. Of course, you can customize your order at any time by changing the frequency, date of shipment and number of bottles shipped out to you. However if you’re not satisfied for any reason, simply call our customer care number located on your free bottle within the first 2 weeks and you will not be charged or shipped anything further. Remember, the free bottle is yours to keep no matter what.

**** ******* checked the box “I have read and agree to the offer details below” which acknowledges that she read and accepted the offer. As per our refund policy, **** ******* may return the order for full refund; the super saver has been canceled.

Our refund policy as printed on all invoices is as follows:
Refund Policy - Refunds cheerfully provided on all used or unused bottles returned within 60 days of receipt. Please call Customer Care within 60 days at ###-###-#### to obtain a return authorization.

Thank you for bringing **** *******’s complaint to our attention. It is important to Purity Products, Inc. to maintain positive customer relations and to do what we feel is appropriate to make sure that our customers are satisfied. It has also given us the opportunity to review our practices to ensure that they are in full compliance with pertinent state and federal laws.

If you have any questions or ever would like more information about our company, please feel free to contact me.
Yours in good health,
****** **** ****** ******** ****** ******** ****** ************ *** ************ *** ******** ***** ********** ** ***** ******* ****************************** **********************

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

Advertising a "free" product, and then adding fine print that negates that is a dishonest business practice. Yes their fine print stated a different claim than their advertisement, but that doesn't change the fact that what they did was incredibly unethical. I will be filing a fraudulent charge claim with my credit card. If Purity Products would like their product back, they can send me a pre-paid return label. This is in Chase Visa's hands now.

 

 

 

 

In order for the BBB to appropriately process your response, you MUST answer the question above.


Sincerely,

******* *******




 

Business Response: ?Our website clearly states that “by accepting the free bottle offer you will be enrolled in our Super Saver program”, in which customer must check off the box agreeing to the offer to get the free bottle. The offer states that if you’re not satisfied for any reason, simply call our customer care number located on your free bottle within the first 2 weeks and you will not be charged or shipped anything further. **** ******* accepted the offer and did not canceled until after 2 weeks after the order was processed and shipped; as per our refund policy, **** ******* may return the order for full refund.

Again, thank you for bringing **** *******’s complaint to our attention. It is important to Purity Products, Inc. to maintain positive customer relations and to do what we feel is appropriate to make sure that our customers are satisfied. It has also given us the opportunity to review our practices to ensure that they are in full compliance with pertinent state and federal laws.

If you have any questions or ever would like more information about our company, please feel free to contact me.
Yours in good health,
****** **** ****** ******** ****** ******** ****** ************ *** ************ *** ******** ***** ********** ** ***** ******* ****************************** **********************

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

they simply repeated their original statement. I'm not interested in being contacted by this company any further.
They employed a classic "bait and switch" method, wherein they advertised a free product, and then collected my credit card for a nominal shipping fee - using that card to bill me later for unwanted products . If they want to allow people to OPT IN to additional fees and programs, that would be one thing  - but throwing a screen full of small print and hiding the fact that the product they are offering is FAR from free - is unethical and dishonest. There is a reason why there are multiple identical complaints against this company on the BBB website.

As I said, I've reported the $125 charge to Chase Visa as fraudulent, and they will be dealing with this from here on out. What a disgusting company. If they want their products back, they can send me a shipping label. Otherwise, they will be going in the trash.

 

 

 

 

In order for the BBB to appropriately process your response, you MUST answer the question above.


Sincerely,

******* *******




 

8/9/2014 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: I placed an order assuming that I would get a free sample of a vitamin. I heard this advertised on the People's Pharmacy on Public Radio. I gave my credit card number to pay for shipping and ended up with a reoccurring supply of vitamins that I do not want. I have tried to cancel the account and get my money refunded, but it has proven very difficult. I am returning the vitamins to the source and will continue to pursue reimbursement. The computer with which you have to cope for an interminable length of time emphasizes customer service!!! Ridiculous customer service.

Desired Settlement: Refund - refrain from deceptive advertising.

Business Response: ****** ** **** *** ****** ******** ****** ** **** **** ******* **** ***** *** ***** ** ***** ********* *** ********* ***** *****

I regret that *** *****’s experience with Purity Products was not a positive one. *** ***** is a valuable customer and his satisfaction with Purity Products is very important to us. At Purity Products, our goal has always been to exceed our customer’s expectations, to create fully satisfied customers and we work hard in this pursuit.

Every weekend we give away over a thousand free bottles to customers across the U.S and Canada with no further obligations. All of our free bottle offers come with an invitation to join our Super Saver Program and at any time the customer can decline to join the Super Saver and still get the free bottle; it is not mandatory and every customer has the option to accept or decline the Super saver offer.

On 12/**/13, *** ***** called in response to our free bottle advertisement, the offer is as follows:

***By accepting our free bottle today, you become eligible to enjoy the benefits of our Super Saver. This simply guarantees you a lower price on this product and you will have 2 weeks to try the free bottle and then decide if it’s right for you. Then in about 2 weeks, we will ship you 3 bottles of Optimized Krill 500 at $22 each and 3 bottles of Perfect Multi Essentials at $34.95 each, every 3 months, plus discounted shipping of just $4.95. This 3 month supply would save you more than 25% off the regular price. However if you’re not satisfied for any reason, simply call our customer care number located on your free bottle within the first 2 weeks and you will not be charged or shipped anything further. Remember, the free bottle is yours to keep no matter what. We look forward to getting you started as a Super Saver customer. Is this Okay?

Our records indicate *** ***** agreed to the Super Saver program for Optimized Krill 500 & Perfect Multi Essentials when he placed the free bottle order. As of December 2013, *** ***** has been shipped 4 separate orders to the address he provided.  As per our refund policy, *** ***** may return the July order for a full refund; the Super Saver program has been canceled.

Our refund policy as printed on all invoices is as follows:
Refund Policy - Refunds cheerfully provided on all used or unused bottles returned within 60 days of receipt. Please call Customer Care within 60 days at ###-###-#### to obtain a return authorization.


Thank you for bringing *** *****’s complaint to our attention. It is important to Purity Products, Inc. to maintain positive customer relations and to do what we feel is appropriate to make sure that our customers are satisfied. It has also given us the opportunity to review our practices to ensure that they are in full compliance with pertinent state and federal laws.

If you have any questions or ever would like more information about our company, please feel free to contact me.

Yours in good health,
****** ****
****** ******** ****** ******** ****** ************ *** ************ *** ******** ***** ********** ** ***** ******* ****************************** **********************

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

***** *****



 

8/1/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I was informed that under a certain program the charge would only be 59.92. The deduction from bank account was 119.85 ,which is double and not agreed to. The initial telephone call back in June was to cancel completely. Even with the lack of my response the charge to my account was doubled from 59.92 to 119.92. This issue I tried to resolve before utilizing BBB services was not given a leeway to what is on file back in June.I do not have this product and had desired to discontinue before shipment,yet I also was double charged for, what was not agreed to.

Desired Settlement: because of the inappropriate double charge , a quicker resolve . The company would not accept .

Business Response:

**** *** **** *** ****** ******** ****** ** **** **** ******* **** ***** *** ***** ** ***** ********* *** ********* ****** ********

Dear Mediator,

I regret that *** ********’s experience with Purity Products was not a positive one. *** ******** is a valuable customer and his satisfaction with Purity Products is very important to us. At Purity Products, our goal has always been to exceed our customer’s expectations, to create fully satisfied customers and we work hard in this pursuit.

Every weekend we give away over a thousand free bottles to customers across the U.S and Canada with no further obligations. All of our free bottle offers come with an invitation to join our Super Saver Program and at any time the customer can decline to join the Super Saver and still get the free bottle; it is not mandatory and every customer has the option to accept or decline the Super saver offer.

*** ******** called in response to our free bottle advertisement, the offer is as follows:

***By accepting our free bottle today, you become eligible to enjoy the benefits of our Super Saver. This simply guarantees you a lower price on this product and you will have 2 weeks to try the free bottle and then decide if it’s right for you. Then in about 2 weeks, we will ship you 3 bottles every 3 months at $39.95 each, plus discounted shipping of just $4.95. This 3 month supply would save you more than 27% off the regular price. However if you’re not satisfied for any reason, simply call our customer care number located on your free bottle within the first 2 weeks and you will not be charged or shipped anything further. Remember, the free bottle is yours to keep no matter what. We look forward to getting you started as a Super Saver customer. Is this Okay?

Our records indicate *** ******** agreed to the Super Saver program for the Plan 200 Formula when he placed the free bottle order. As per our Refund Policy, refunds are cheerfully provided on all used or unused bottles returned within 60 days of receipt. As a courtesy to *** ********, Purity Products has credited $59.92 upfront, and the remaining balance to be credited upon returned of the order. The Super Saver program has been canceled.

Thank you for bringing *** ********’s complaint to our attention. It is important to Purity Products, Inc. to maintain positive customer relations and to do what we feel is appropriate to make sure that our customers are satisfied. It has also given us the opportunity to review our practices to ensure that they are in full compliance with pertinent state and federal laws.

If you have any questions or ever would like more information about our company, please feel free to contact me.

Yours in good health,
****** **** ****** ******** ****** ******** ****** ************ *** ************ *** ******** ***** ********** ** ***** ******* ****************************** **********************

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

Hi,,What they had not informed the BBB on, is the charge that was applied to me for 119.84. The recorded conversation in June was only supposed to be for the "super saver' program ,which is 59.92. I had that as a dispute . I was overcharged ,yet I have been given the 59.92 credit back and am still waiting for the remainder of reimbursement. Back in June the "super saver program , when applied, would only be 59.92. I was automatically debited for 119.84 which is on file in their system.Even if I were agreeing to the super saver program(59.92) a double charge transpired and I am possibly not the only one who may encounter a double charge.


Sincerely,
****** ********



 

Business Response: At Purity Products, all calls are monitored and/or recorded for quality assurance and compliance. I’ve personally monitored the call and confirm *** ******** agreed to the Super Saver program for 3 bottles every 3 months at $39.95 each for $119.85 total.

Our refund policy as printed on all invoices is as follows:
Refund Policy - Refunds cheerfully provided on all used or unused bottles returned within 60 days of receipt. Please call Customer Care within 60 days at ###-###-#### to obtain a return authorization.

Once again, thank you for bringing *** ********’s complaint to our attention. It is important to Purity Products, Inc. to maintain positive customer relations and to do what we feel is appropriate to make sure that our customers are satisfied. It has also given us the opportunity to review our practices to ensure that they are in full compliance with pertinent state and federal laws.

If you have any questions or ever would like more information about our company, please feel free to contact me.

Yours in good health,
****** **** ****** ******** ****** ******** ****** ************ *** ************ *** ******** ***** ********** ** ***** ******* ****************************** **********************

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

****** ********



 

7/30/2014 Billing/Collection Issues | Complaint Details Unavailable
7/23/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I attempted to contact the customer service number on 6 occasions today, including the number given for *** ******* **** *******. I was calling to cancel my order totaling $159.23 for vitamin D and fish oil. Each time I called to cancel, I was put on hold waiting upwards of fifteen minutes each. The automated response prompts customers to go online to "mange your account". When I went to the website, there is not an option for cancellation online. The 5th and 6th time I called, I was given an automated message "we are experiencing technical difficulty"....after they identified my phone number by caller ID. For a company who boasts about excellent customer service, this is ridiculous. The prices for their products are a rip off.

Desired Settlement: I hope this company will adjust and improve their customer service protocols. After reading the 151 BBB complaints filed against Purity Products in the last 12 months there is an obvious problem!

Business Response:

 

 

**** *** ****       *** ****** ******** ****** ** **** **** ******* **** ***** *** ***** **  *****   ********* ***  ********* ***** ********

 

Dear Mediator,

 

I regret that **** ********’s experience with Purity Products was not a positive one.  **** ******** is a valuable customer and her satisfaction with Purity Products is very important to us.   At Purity Products, our goal has always been to exceed our customer’s expectations, to create fully satisfied customers and we work hard in this pursuit.

 

Thank you for taking the time to share your complaint with us.  The average hold time at Purity Products is 30 seconds to up to 2 minutes.  Recently, we’ve experienced a high call volume and we’re truly sorry for the long wait time.  We have new staff on the way to ensure that this will not happen again.  

 

An order was processed on 7/**/15 and shipped, as a courtesy, we have sent a UPS return label, free of charge, to facilitate the return of the order to our warehouse.  All future orders have been canceled.

 

Thank you for bringing **** ********’s complaint to our attention.  It is important to Purity Products, Inc. to maintain positive customer relations and to do what we feel is appropriate to make sure that our customers are satisfied.  It has also given us the opportunity to review our practices to ensure that they are in full compliance with pertinent state and federal laws.

 

If you have any questions or ever would like more information about our company, please feel free to contact me.

 

Yours in good health,
****** **** ****** ******* ****** ************ *** ************ *** ******** ***** ********** ** ***** ******* ****************************** **********************

 

 

 

 

 

7/1/2014 Problems with Product/Service | Complaint Details Unavailable
6/16/2014 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: On may **** I ordered a bottle of B-12 energy melts, during checkout I was offered a two week trial of Ultimate H.A I accepted the trial. I received my product on the ****, after taking 3 huge pills a day for a week, I'm not feeling any of the affects they claimed I would and i'm tired of taking 3 extra pills everyday. I called today to cancel, I was told that my 90 day supply was shipped out yesterday (the ****) I asked why since I was supposed to have two weeks to try the pills. I was told that the shipping time is included with the two weeks. I was them informed to get my money back I would have to wait to receive the shipment, return it and then when they get it back they'll process a refund which could take 3-5 days, then wait for it to be applied to my account. I explained that I didn't have two weeks to try the pills and I shouldn't have to wait weeks to get my money back. After going back and forth with the representative I requested to speak to a supervisor. He told me their records show I should have received the product on the ****, I explained that I didn't I received the shipment last Wednesday, started taking the pills on Thursday and have only had a week to try them. He said i'm sorry, but our records show that you received the shipment on the ****. I said ok, I didn't but even if I did the **** to the **** isn't two weeks. He said the **** counts as the first day and they count 14 days after that and send the next shipment.

Desired Settlement: I didn't receive the shipment until the ****, but if I had received it on the **** I didn't receive the full two weeks I was told I would. Every other time I've tried a product from another company they wait until the end of the trial period then the day After it ends they send out the new shipment. I've never seen a company that sends it out the day Before the trial ends. The **** a Thursday to the **** a Wednesday isn't two weeks . Thursday the **** to Thursday the **** is two weeks. I want the full refund applied to my credit card account immediately, I never should have been charged for the shipment.

Business Response: **** ** **** *** ****** ******** ****** ** **** **** ******* **** ***** *** ***** ** ***** ********* *** ********* ***** *******

Dear Mediator,

I regret that **** *******’s experience with Purity Products was not a positive one. **** ******* is a valuable customer and her satisfaction with Purity Products is very important to us. At Purity Products, our goal has always been to exceed our customer’s expectations, to create fully satisfied customers and we work hard in this pursuit.

Our records indicate **** ******* ordered via the web and agreed to the Super Saver program for the ULTIM. H.A. FORMULA when she placed the order. The offer is as follows:

Item Quantity Price
ULTIM. H.A. FORMULA 1 FREE TRIAL
Shipping & Handling $4.95
Total $4.95
 * **** **** *** ***** ** *** ***** ******* ******

† - $4.95 shipping applies. By accepting the free bottle offer you will be enrolled in our Super Saver program, locking in the low Super Saver price of just $24.95 per bottle. As a Super Saver you will receive three bottles every 90 days. Your first delivery of 3 bottles will arrive about 2-3 weeks after you receive your FREE bottle, so you don't have to worry about missing a day. Purity Products will charge the credit card used today for your 3 bottle shipments. Of course, you can customize your order at anytime by changing the frequency, date of shipment and number of bottles shipped out to you. However if you’re not satisfied for any reason, simply call our customer care number located on your free bottle within the first 2 weeks and you will not be charged or shipped anything further. Remember, the free bottle is yours to keep no matter what.

**** ******* checked the box “I have read and agree to the offer details below” which acknowledges that she read and accepted the offer.
As the offer states, the first delivery of 3 bottles will arrive about 2-3 weeks after delivery of the FREE bottle; the free bottle arrived 5/**/14 and the first delivery of 3 bottles arrived 6/**/14, the delivery dates concede with agreed offer. As per our refund policy, **** ******* may return the order for full refund.

Our refund policy as printed on all invoices is as follows:
Refund Policy - Refunds cheerfully provided on all used or unused bottles returned within 60 days of receipt. Please call Customer Care within 60 days at ###-###-#### to obtain a return authorization.

Thank you for bringing **** *******’s complaint to our attention. It is important to Purity Products, Inc. to maintain positive customer relations and to do what we feel is appropriate to make sure that our customers are satisfied. It has also given us the opportunity to review our practices to ensure that they are in full compliance with pertinent state and federal laws.

If you have any questions or ever would like more information about our company, please feel free to contact me.

Yours in good health,
****** **** ****** ******** ****** ******** ****** ************ *** ************ *** ******** ***** ********** ** ***** ******* ****************************** **********************

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

[First the statement you copied didn't make sense. One sentence said it's a two week trial and the other one said that the bottles will arrive within 2-3wks. How can they arrive in two weeks if it's a two week trial?
The offer I accepted said it was a two week trial. It was supposed to arrive on Thursday the ****, two weeks would have been Thursday the ****. The ********** I talked to said that you don't actually count two weeks, it's 14 days and the day it's delivered counts, so my trial ended on the ****. But since you shipped the package on the ****, even if I had called on the last day of my trial you wouldn't have been able to cancel the shipment.
I think your trial is unfair and I shouldn't have to wait for you to receive the package, because I never should have been billed. According to the wording of your trial terms, I agreed to a two week trial anyone would think a two week trial is a Full two weeks. When I called on Thursday it should have been the last day of my trial and I should have been able to cancel. Since you shipped the package on Wednesday, even according to what you claim the two weeks meant you violated the terms. You shipped on what you claim the last day of the trial was, you can't do that. People have until the last day to cancel and I wouldn't have been able to.  I tried leaving a note on the door refusing the package like the ********** suggested and they left it anyway. I will be returning it to UPS tomorrow, I think it's fair for me to request my full refund be sent now. Also I was told I would at Least get half now and that hasn't been credited to my card yet.    ]

 

 

 

 

In order for the BBB to appropriately process your response, you MUST answer the question above.


Sincerely,

***** *******




 

Business Response: As noted previously, **** ******* agreed to the terms of the trial. 
**** ******* has
returned the order and a full refund has been issued.  Unfortunately, shipping is not
refundable. 

Again, thank you for bringing **** *******’s complaint to our attention.  It
is important to Purity Products, Inc. to maintain positive customer relations
and to do what we feel is appropriate to make sure that our customers are
satisfied.  It has also given us the
opportunity to review our practices to ensure that they are in full compliance
with pertinent state and federal laws.

If you have any questions or ever would like
more information about our company, please feel free to contact me.


Yours in good health,

****** **** ****** ******** ****** ******** ****** ************ *** ************ *** ******** ***** ********** ** ***** ******* ****************************** **********************

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

[Again the product should never have been shipped and I should be issued a full refund including shipping. According to your first response and the person I talked to it was a 14 day trial and yet you shipped on the 14th day meaning even if I had called that day you would not have been able to stop the shipment. Your company messed up and I shouldn't have to pay for it! I want the rest if my money refunded.

 

 

In order for the BBB to appropriately process your response, you MUST answer the question abo

6/16/2014 Billing/Collection Issues | Complaint Details Unavailable
6/10/2014 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: I have 2 issues with this company - 1) the product is a sham - totally worthless and totally ineffective in every way ..NOT WHAT WAS PROMISED - this is a complete scam playing on peoples emotions and physical challenges - above all this is my #1 issue. This product is a total joke and a total 100% WASTE OF $$$$! 2) I was a WHOLE 4 days past the expiration period of getting a refund - I explained I had a massive surgery in late April - (havent even went back to work yet), etc...and of course was denied a refund...I do understand rules are rules and technically they can so no - and of course they did despite the FACT I DID NOT understand I was going to get changed a 3 month supply of that crap....

Desired Settlement: Ideally a total refund!! I will willingly SHIP ALL 3 bottles of this garbage back. I realize do the fact I have been out of it from the surgery for over a month this company can say "too bad"

Business Response:

*** *** ****       *** ****** ******** ****** ** **** **** ******* **** ***** *** ***** **  *****   ********* ***  ********* ** ** ********

 

Dear Mediator,

 

I regret that *** ********’s experience with Purity Products was not a positive one.  *** ******** is a valuable customer and his satisfaction with Purity Products is very important to us.  At Purity Products, our goal has always been to exceed our customer’s expectations, to create fully satisfied customers and we work hard in this pursuit.

 

Every weekend we give away over a thousand free bottles to customers across the U.S and Canada with no further obligations.  All of our free bottle offers come with an invitation to join our Super Saver Program and at any time the customer can decline to join the Super Saver and still get the free bottle; it is not mandatory and every customer has the option to accept or decline the Super saver offer.

 

*** ******** called in response to our free bottle advertisement, the offer is as follows:

 

***By accepting our free bottle today, you become eligible to enjoy the benefits of our Super Saver. This simply guarantees you a lower price on this product and you will have 2 weeks to try the free bottle and then decide if it’s right for you. Then in about 2 weeks, we will ship you 3 bottles every 3 months at $39.95 each, plus discounted shipping of just $4.95. This 3 month supply would save you more than 25% off the regular price.  However if you’re not satisfied for any reason, simply call our customer care number located on your free bottle within the first 2 weeks and you will not be charged or shipped anything further.  Remember, the free bottle is yours to keep no matter what.  We look forward to getting you started as a Super Saver customer. Is this Okay?

 

Our records indicate *** ******** agreed to the Super Saver program for the H.A. Joint Formula when he placed the free bottle order.  The Super Saver information was included with the free bottle, providing all the details.   *** ******** never called to canceled, until three months after the first Super Saver order was delivered.

 

While we do have a great 60 day - money back guarantee, *** ******** had the product for more than 60 days, and so in accordance with Good Manufacturing Practices, we are unable to accept this product back.  As a customer, I am sure you will appreciate our steadfast commitment to carrying only the freshest products.

 

Our refund policy as printed on all invoices is as follows:

Refund Policy - Refunds cheerfully provided on all used or unused bottles returned within 60 days of receipt. Please call Customer Care within 60 days at ###-###-#### to obtain a return authorization.

 

Thank you for bringing *** ********’s complaint to our attention.  It is important to Purity Products, Inc. to maintain positive customer relations and to do what we feel is appropriate to make sure that our customers are satisfied.  It has also given us the opportunity to review our practices to ensure that they are in full compliance with pertinent state and federal laws.

 

If you have any questions or ever would like more information about our company, please feel free to contact me.

 

Yours in good health,

****** ****
****** ******** ****** ********

Direct ###-###-####

Fax ###-###-####

*** ******** ***** ********** ** ***** ******* ****************************** **********************  

 

 

6/4/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I placed an order for krill oil the trial was 4.95 for shipping and handling.the representavive kept asking me did I want all these packages.I said no I placed an order with this company on april,* 2014 for a free bottle of krill oil just pay shipping and handling fee of 4.95.The represenative kept offering me all these packages and I kept telling her no I only wanted to try the free bottle fo the 4.95 shipping fee.As soon as I got off the phone I went online and checked my bank account and she charged 119.95 to my credit card after I told her no to all those offers she was offering me!I was livid so I called right back and told them what happened.I got the daggone ru around the whole ******** day.I spoke with a ********** she told me I had to call back tomorrow because they didnt have no record of the order!I kept calling there to cancel that order and have my money put back in my account because I had other bills to go through my account.They kept telling me they could do nothing till tomorrow.So I called them 9 am this morning they still trying to give me the ********** run around!I told the represenative that I wanted the order cancelled and my 119.95 refunded back to my account.she had the nerve to tell me they would look into it and I would get a partial refund!I said no I want all my money refunded because I did not authorize this company to get 119.95 out of my account it was supose to be the 4.95 only!The represensative that took my order was fast talking and trying to talk over me,showed no integrity or honesty.I told her several times I only wanted the free trial and the 4.95 for shipping fee.I reported this to my bank as fraud because I did not authorize them to get 119 out of my account.I will never do business with this company again.I feel they are dishonest in the first place,you have the product for 2 weeks that is not enough time to know if something is gona work ,that is why they fast talk those offers in trying to manipulate you into buying more products.As of now I am still fighting to get my 119 dollars refunded back to my account.I would not recommend doing business with this company,they are just rip offs their products are way too expensive.They have no integrity at all.

Desired Settlement: I want this company to give me my 119 back because I never authorized them to get that amount out of my account.I will never do business with them again.I am going to tell all my family and friends not to do business with them either.

Business Response:

*** *** **** ****  ** * ********                                                                                                                                                                           ***** * ******** ****** ******* *** ********* ** ****** ***** ** *****                

Dear *** ******,

I regret that *** *******’s experience with Purity Products was not a positive one. *** ******* is a valuable customer and her satisfaction with Purity Products is very important to us. At Purity Products, our goal has always been to exceed our customers’ expectations, to create fully satisfied customers and we work hard in this pursuit.

Our records indicate, *** ******* agreed to a promotional offer of (3) Krill Omega-3 Super Formula for special price of $119.85 when she responded our Radio advertisement on April **, 2014.

All phone calls are monitored and/or recorded for quality assurance

I have reviewed the account personally and found *** ******* called on April **, 2014 to cancel the order of Krill Omega-3 Super Formula. As per *** *******’s request, the order was canceled and credited the full amount of $119.85 on this same date of April **, 2014. Please see copy of credit voucher for your review.

We thank you for bringing *** *******’s complaint to our attention.  It is important to Purity Products, Inc. to maintain positive customer relations and to do what we feel is appropriate to make sure that our customers are satisfied.  It has also given us the opportunity to review our practices to ensure that they are in full compliance with pertinent state and federal laws.

                           

If you have any questions or ever would like more information about our company, please feel free to contact me.

Thank you,

****** **** ****** ********** ****** ******** *** ******** ***** ********** ** ***** *** ******** * *** *** ******** ***************************** 

****** ******** ****** ******* ******* ********** ******** ** *** ******* ******** ****** ** ***** ** ****** * ****** ************* ** *** ********* ********* **** ***** ***** ******* ****** **** ******** **** ** *************** ** * **** *** ***** *** **** ** ********* **** ******** **** ** ************** *************** ******** ****** * ******** ******* ***

5/9/2014 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: They advertised on TV about getting a free bottle of Omega-3 and all I had to do was pay shipping. I told them right then I was not going to order anything else ever. They said don't worry this is all you will have to pay. The on May *** 2014 the day I get my Social Security check they stole $149.85 out of my checking account. I called them and told them to put it back and they just laughed at me and said NO they would not give me back my bill money. I don't have the money now to pay my gas bill and will get it turned off because they stole my money.

Desired Settlement: Give me my money back they stole.

Business Response:


May *, 2014

 

 

 

*** ****** ******** ****** ** **** **** ******* **** ***** *** ***** **  *****

 

Complaint ID:  ********, ******* ** *****

 

Dear Mediator,

 

I regret that **** *****’ experience with Purity Products was not a positive one.  Mrs. Davis is a valuable customer and her satisfaction with Purity Products is very important to us.  At Purity Products, our goal has always been to exceed our customer’s expectations, to create fully satisfied customers and we work hard in this pursuit.

 

Every weekend we give away over a thousand free bottles to customers across the U.S and Canada with no further obligations.  All of our free bottle offers come with an invitation to join our Super Saver Program and at any time the customer can decline to join the Super Saver and still get the free bottle; it is not mandatory and every customer has the option to accept or decline the Super saver offer.

 

**** ***** called in response to our free bottle advertisement, the offer is as follows:

 

***By accepting our free bottle today, you become eligible to enjoy the benefits of our Super Saver.  This simply guarantees you a lower price on this product and you will have 2 weeks to try the free bottle and then decide if it’s right for you. Then in about 2 weeks, we will ship you 3 bottles every 3 months at $49.95 each, plus discounted shipping of just $4.95. This 3 month supply would save you more than 25% off the regular price.  However if you’re not satisfied for any reason, simply call our customer care number located on your free bottle within the first 2 weeks and you will not be charged or shipped anything further.  Remember, the free bottle is yours to keep no matter what.  We look forward to getting you started as a Super Saver customer. Is this Okay?

 

Our records indicate **** ***** agreed to the Super Saver program for KRILL OMEGA-3 SUPER FORMULA when she placed the free bottle order.   **** ***** called the same day the order was processed, which was a Saturday and the warehouse was closed; on Monday, the agent had the warehouse go thru hundreds of orders to find the order, once found, the order was canceled & fully credited.  The Super Saver program has been canceled.

 

Thank you for bringing **** *****’ complaint to our attention.  It is important to Purity Products, Inc. to maintain positive customer relations and to do what we feel is appropriate to make sure that our customers are satisfied.  It has also given us the opportunity to review our practices to ensure that they are in full compliance with pertinent state and federal laws.

 

If you have any questions or ever would like more information about our company, please feel free to contact me.

 

 

Yours in good health,

****** ****
****** *******, Purity Products

****** ************ *** ************ *** ******** ***** ********** ** ***** ******* ****************************** **********************  

 

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

******* *****


Yes, I did get my money returned that was illegally taken from my checking account. I did not ever agree to them taking money from my checking account except for the shipping fee for the free bottle.  
I would never have gotten my money back if it had not of been for the BBB and me writing a complaint to the Attorney Generals office. As far as I am concerned I will always think of Puritan as a scam company that has cheated a lot of people out of their money. 
 

5/8/2014 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: In May of 2012 I responded to a free offer of two Purity Products. I gave them my credit card to pay for shipping. I took the products with me when I went out of state to try them. I had an un-forseen absence from home due to my husbands medical condition and have been out of state tending to his care while other friends and family members tended to our mail. I arrived home to find that I had received 4 auto shipments of the Purity Products because I had failed to call and cancel their auto shipped product. "free trial, just pay for shipping" was converted to an auto charges of $765.00. I called today to see if I could return the product which I cannot possibly use and was told that the very best that could be done for me was a 50% credit on my last auto shipment. Although their automated phone system says "Customer satisfaction is their top priority" their was no effort made to do anything to resolve my situation.I pleaded with 3 different customer reps to please understand that I was willing to return all of unopened product and even willing to take a company credit. I was auto billed $765.00 and refunded only $97.00.

Desired Settlement: The company makes my satisfaction their top priority and takes back at least 1/2 of their product and credits my credit card for 1/2 of my $765.00 expense. I do understand that the company cannot resell the product that I would like to return to them, but considering that their profit on my inadvertent $765.00 expenditure due to their bait and switch advertisement "free trial, just pay for shipping" is probably around $350.00, this is what I think I should justly be refunded

Business Response:


*** ** ****       *** ****** ******** ****** ** **** **** ******* **** ***** *** ***** **  *****   ********* ***  ********* ********* ******

 


Dear Mediator,

 


I regret that **** ******
’s experience with Purity Products was not a positive one.  **** ****** is a valuable customer and her satisfaction with Purity Products is very important to us.  At Purity Products, our goal has always been to exceed our customer’s expectations, to create fully satisfied customers and we work hard in this pursuit.

 

Every weekend we give away over a thousand free bottles to customers across the U.S and Canada with no further obligations.  All of our free bottle offers come with an invitation to join our Super Saver Program and at any time the customer can decline to join the Super Saver and still get the free bottle; it is not mandatory and every customer has the option to accept or decline the Super saver offer.

 

**** ****** called in response to our free bottle advertisement, the offer is as follows:

 

***By accepting our free bottle today, you become eligible to enjoy the benefits of our Super Saver.  This simply guarantees you a lower price on this product and you will have 2 weeks to try the free bottle and then decide if it’s right for you. Then in about 2 weeks, we will ship you 3 bottles every 3 months at $39.95 each & $22 each, plus discounted shipping of just $4.95. This 3 month supply would save you more than 25% off the regular price.  However if you’re not satisfied for any reason, simply call our customer care number located on your free bottle within the first 2 weeks and you will not be charged or shipped anything further.  Remember, the free bottle is yours to keep no matter what.  We look forward to getting you started as a Super Saver customer. Is this Okay?

 

Our records indicate **** ****** agreed to the Super Saver program for Asta FX & Ultimate H.A when she placed the free bottle order.   As a courtesy to **** ******, Purity Products has authorized the return of the February order only and has been credited half the order; the remaining balance will be issued upon receipt of order.  The Super Saver program has been canceled.

 

While we do have a great 60 day - money back guarantee, **** ****** had the product for more than 60 days, and so in accordance with Good Manufacturing Practices we are unable to accept the product back.  As a customer, I am sure you will appreciate our steadfast commitment to carrying only the freshest products.

 

Our refund policy as printed on all invoices is as follows:

Refund Policy - Refunds cheerfully provided on all used or unused bottles returned within 60 days of receipt. Please call Customer Care within 60 days at ###-###-#### to obtain a return authorization.


Thank you for bringing **** ******
’s complaint to our attention.  It is important to Purity Products, Inc. to maintain positive customer relations and to do what we feel is appropriate to make sure that our customers are satisfied.  It has also given us the opportunity to review our practices to ensure that they are in full compliance with pertinent state and federal laws.

 

If you have any questions or ever would like more information about our company, please feel free to contact me.

 

Yours in good health,

****** **** ****** ******** ****** ******** ****** ************ *** ************ *** ******** ***** ********** ** ***** ******* ****************************** **********************  

4/30/2014 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: I received a free bottle of vitamins, paid the shipping of said vitamins and that's how Purity Products got my bank account number. I then received a box of pills that I DID NOT order and Purity Products took $184.65 out of my bank account without my permission. When I called them this past Monday (###-###-####) and told them I didn't order anything from them they said I did and that they had already taken the money out of my bank. They advised me that I was on a plan to receive things monthly and they would continue to take money out of my account. I told them I would be filing a complaint and they didn't seem to care.

Desired Settlement: I want my $184.65 put back in my bank account and I don't want them to send me any more boxes and to stop contacting me.

Business Response: Dear ********,

I regret that **** **********’s experience with Purity Products was not a positive one.  **** ********** is a valuable customer and her satisfaction with Purity Products is very important to us.  At Purity Products, our goal has always been to exceed our customer’s expectations, to create fully satisfied customers and we work hard in this pursuit.

Every weekend we give away over a thousand free bottles to customers across the U.S and Canada with no further obligations.  All of our free bottle offers come with an invitation to join our Super Saver Program and at any time the customer can decline to join the Super Saver and still get the free bottle; it is not mandatory and every customer has the option to accept or decline the Super saver offer.

**** ********** called in response to our free bottle advertisement, the offer is as follows:

***By accepting our free bottle today, you become eligible to enjoy the benefits of our Super Saver. This simply guarantees you a lower price on this product and you will have 2 weeks to try the free bottle and then decide if it’s right for you. Then in about 2 weeks, we will ship you 3 bottles every 3 months at $39.95 each and $19.95 Each, plus discounted shipping of just $4.95. This 3 month supply would save you more than 25% off the regular price.  However if you’re not satisfied for any reason, simply call our customer care number located on your free bottle within the first 2 weeks and you will not be charged or shipped anything further.  Remember, the free bottle is yours to keep no matter what.  We look forward to getting you started as a Super Saver customer. Is this Okay?

Our records indicate **** ********** agreed to the Super Saver program for the Co-Q10 Daily Resveratrol Formula and Vitamin C Melt when she placed the free bottle order.  As per our Refund Policy, refunds are cheerfully provided on all used or unused bottles returned within 60 days of receipt.  The Super Saver program has been canceled. 

Thank you for bringing **** **********’s complaint to our attention.  It is important to Purity Products, Inc. to maintain positive customer relations and to do what we feel is appropriate to make sure that our customers are satisfied.  It has also given us the opportunity to review our practices to ensure that they are in full compliance with pertinent state and federal laws.If you have any questions or ever would like more information about our company, please feel free to contact me.

Yours in good health,
****** ****
****** ******** ****** ******** ****** ************ *** ************ *** ******** ***** ********** ** ***** ******* ****************************** **********************

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# *******, and have determined that my complaint has NOT been resolved because:

I reject their response.  They sent me a one box after my “free” sample and immediately took $184.65 out of my bank account.  I don’t know why they are claiming an amount of $39.95.  Their letter below states that they would be sending 3 bottles every 3 months.  They sent a box I didn’t want and took $184.65 from me.  And what does $39.95 and $19.95 mean?  When I called them after receiving the box to let them know I didn’t order anything else they told me yes I did and they could continue to take money out of my account since they had my bank account number.  I asked them to provide me proof I told them I wanted more boxes after their “free” sample and they could not supply that.  They were not as nice on the phone as they appear in the letter below to you.  I’m 83 years old and do not have money to give to a scam like Purity Products.  Please help me get the money they took without my permission.

Thank you.


Sincerely,

**************




 

Business Response:


At Purity Products, all calls are monitored and /or recorded for quality assurance and compliance. 
As noted previously, our records indicate
**** ********** agreed to the Super Saver program for the Co-Q10 Daily Resveratrol Formula and Vitamin C Melt when she placed the free bottle order.   The Super Saver program has been canceled as of 3/**/14.  **** ********** may return the order within 60 days of delivery for a full refund.

 

Refund Policy:

Refunds are cheerfully provided on all used or unused bottles returned within 60 days of receipt.  The Super Saver program has been canceled. 

 

Again, thank you for bringing **** **********’s complaint to our attention.  It is important to Purity Products, Inc. to maintain positive customer relations and to do what we feel is appropriate to make sure that our customers are satisfied.  It has also given us the opportunity to review our practices to ensure that they are in full compliance with pertinent state and federal laws.

 

If you have any questions or ever would like more information about our company, please feel free to contact me.

 

Yours in good health,

**************************

4/25/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: We were wrongfully treated by Purity Products. Around March **, 2014 my husband *** called for a free sample of vitamins, the person he was talking to said that they were going to send us extra bottles each month, and he specified and it was recorded that he didn't want no extra vitamins, and they went ahead and withdraw $134.82 out of our account of Bank of America, using my debit card without my authorization.We think this company is legally committing fraud to retired people (as my husband, 71 yr.), and we would like an answer. We talked to the bank and they just were able to block.Please help us to solve this unfair matter.Thank you.

Desired Settlement: To cancel completely and stop charging me for products I didn't ask for.Give the full amount back.

Business Response:

 

Dear ********,

 

I regret that **** ****’s experience with Purity Products was not a positive one.  **** **** is a valuable customer and her satisfaction with Purity Products is very important to us.   At Purity Products, our goal has always been to exceed our customer’s expectations, to create fully satisfied customers and we work hard in this pursuit.

 

Thank you for taking the time to share your complaint with us.  As a *******, I would like to apologize sincerely for the inconvenience you experienced with our ******** **** **************. 

 

As a courtesy to **** ****, a full refund has been issued.  We have also sent a UPS return label, free of charge, to facilitate the return of the order to our warehouse.  The Super Saver has been canceled. 

 

Thank you for bringing **** ****’s complaint to our attention.  It is important to Purity Products, Inc. to maintain positive customer relations and to do what we feel is appropriate to make sure that our customers are satisfied.  It has also given us the opportunity to review our practices to ensure that they are in full compliance with pertinent state and federal laws.

 

If you have any questions or ever would like more information about our company, please feel free to contact me.

 

Yours in good health,
****** ****
****** *******
Direct ###-###-####

Fax ###-###-####

*** ******** ***** ********** ** *****

E-mail: ******************************

**********************

 

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

********** ****



 

4/16/2014 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: Purity Products automatically enrolls you in their auto ship program even when you decline or are not informed this will happen. You have to read their shipping invoice to find out you have been enrolled and call them to cancel or they will automatically bill your credit card and ship again 3 months later. Customer Care is an automated answering machine that will only change the delivery. Will not accept Zero as an answer. You have to hit Zero on your phone many times before you get a person. The first one pretended he could not hear me even though his automated program could. Purity Products also sent the Invoice without a return label.

Desired Settlement: I would like a refund of my money, with a prepaid shipping label and no further charges to my account, ever.

Business Response: Dear Mediator,

I regret that *** *********’s experience with Purity Products was not a positive one.  *** ********* is a valuable customer and his satisfaction with Purity Products is
very important to us.  At Purity Products, our goal has always been to exceed our customer’s expectations, to create fully satisfied customers and we work hard in this pursuit. 

Every weekend we give away over a thousand free bottles to customers across the U.S and Canada with no further obligations.  All of our free bottle offers come with an
invitation to join our Super Saver Program and at any time the customer can decline to join the Super Saver and still get the free bottle; it is not mandatory and every customer has the option to accept or decline the Super saver offer.

*** ********* called in response to our free bottle advertisement, the offer is as follows:

***By accepting our free bottle today, you become eligible to enjoy the benefits of our Super Saver. This simply guarantees you a lower price on this product and you will have 2 weeks to try the free bottle and then decide if it’s right for you. Then in about 2 weeks, we will ship you 3 bottles every 3 months at $34.95 each, plus
discounted shipping of just $4.95. This 3 month supply would save you more than 25% off the regular price.  However if you’re not satisfied for any reason, simply call our customer care number located on your free bottle within the first 2 weeks and you will not be charged or shipped anything further.  Remember, the free bottle is yours to keep no matter what.  We look forward to getting you started as a Super Saver customer. Is this Okay?

Our records indicate *** ********* agreed to the Super Saver program for the H.A. Joint Formula when he placed the free bottle order.  As per our Refund Policy, refunds are cheerfully provided on all used or unused bottles returned within 60 days of receipt.  The Super Saver program has been canceled.  

Thank you for bringing *** *********’s complaint to our attention.  It is important to Purity Products, Inc. to maintain positive customer relations and to do what we feel
is appropriate to make sure that our customers are satisfied.  It has also given us the opportunity to review our practices to ensure that they are in full compliance with pertinent state and federal laws.

If you have any questions or ever would like more information about our company, please feel free to contact me.

Yours in good health,

****** **** ****** ******** ****** ******** ****** ************ *** ************ *** ******** ***** ********** ** ***** ******* ****************************** **********************

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

[Purity Products removed the Return Mailing Label from the invoice before they sent it to me.  I have no label to send it back.  See attached.]

 

 

 

 

In order for the BBB to appropriately process your response, you MUST answer the question above.


Sincerely,
***** *********



 

Business Response:

Return Instructions:

Please pack the merchandise securely in the original package, if possible.  Include your name and address with the merchandise you are returning.  All return shipping charges are the customer’s responsibilities.  For your protection, we recommend that you use UPS or an Insured Parcel Post for your return.

All returns should be sent to:

****** ******** *** ******** ***** ********* *** *****

 

Again, thank you for bringing *** *********’s complaint to our attention.  It is important to Purity Products, Inc. to maintain positive customer relations and to do what we feel is appropriate to make sure that our customers are satisfied.  It has also given us the opportunity to review our practices to ensure that they are in full compliance with pertinent state and federal laws.

 

If you have any questions or ever would like more information about our company, please feel free to contact me.

 

Yours in good health,

****** **** ****** ******** ****** ******** ****** ************ *** ************ *** ******** ***** ********** ** ***** ******* ****************************** **********************  

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

***** *********



 

4/12/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: WE ORDERED PURITY PRODUCTS BUT ASK THEM TO SEND TO OUR WINTER ADDRESS BUT IT CAME TO THIS HOME ADDRESS WHERE IT WAS LEFT ON DOOR STEP IN THE FREEZING TEMP PLUS COULD NOT USE IT, THEN ANOTHER SHIPMENT CAME AGAIN LEFT ON THE STEP AT OUR HOME WHILE WE ARE STILL DOWN SOUTH. WE COMPLAINED TO THEM TOLD THEM TO SEND TO TEXAS ADDRESS BUT 2 SHIPMENTS WERE SENT TO HOME ADDRESS. NOW WE HAVE 6 MONTH SUPPLY AND THEY WANT TO SEND MORE IN JULY. THEY HAVE OUR CREDIT CARD AND IT SEEMS THEY REFUSE TO LISTEN TO OUR REQUEST. WE WOULD LIKE TO HAVE PRODUCT COME " AS NEEDED" NOT AUTOMATIC BUT THEY DON'T WANT TO DO THAT.

Desired Settlement: WANT THE PRODUCT TO BE AVAILABLE ON "AS NEEDED" BASIS RATHER THAN AUTOMATIC SHIPPING

Business Response: Dear ********,

I regret that ******** ***s’ experience with Purity Products was not a positive one.  ******** ***s are valuable customers and their satisfaction with Purity Products is very important to us.  At Purity Products, our goal has always been to exceed our customer’s expectations, to create fully satisfied customers and we work hard in this pursuit.

As per ******** ***s request, the Super Saver program has been canceled. 

Thank you for bringing ******** ***s’ complaint to our attention.  It is important to Purity Products, Inc. to maintain positive customer relations and to do what we feel is appropriate to make sure that our customers are satisfied.  It has also given us the opportunity to review our practices to ensure that they are in full compliance with pertinent state and federal laws.If you have any questions or ever would like more information about our company, please feel free to contact me.

Yours in good health,

****** **** ****** ******** ****** ******** ****** ************ *** ************ *** ******** ***** ********** ** ***** ******* ****************************** **********************

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

**** * ******** ****



 

4/10/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: This customer had signed up for the Super Saver feature offered by Purity Products to automatically deliver customer chosen products periodically. Purity Products states on their web site: "With Automatic Delivery you enjoy great convenience, with no more worrying about getting your order in time. With the Super Saver Program you will automatically receive a fresh supply with the shipping frequency you select. You are in charge, and you can cancel at any time." Purity Products was great at performing Automatic Delivery. However, more product was delivered than this customer could use and when this customer tried to cancel the Automatic Delivery the process was difficult and time consuming. The customer is not allowed to cancel the Super Saver service online and must place a call to customer service. The customer has to navigate an automated answering service to reach a live operator. The customer was told by the automated operator a customer service representative would be on the line in 4 minutes. After 4 minutes the operator said another 3 minutes. After a several more minutes of waiting a customer service operator answered. I explained that I wished to cancel Automatic Delivery. I explained I was not unhappy, just that I had too much product. The customer rep began to make more price reduction offers and said she could cut the Automatic Delivery to 1 bottle with the delivery date pushed out to 6 months. I said that I did not wish to purchase anymore product and that the Automatic Delivery be stopped. She then replied she would obtain a cancellation number and i was put on hold. After several more minutes the service rep returned and said she spoke with her ********** and began to make more offers and repeated the offer of Automatic Delivery of 1 bottle of product in 6 months. I replied that apparently she did not understand that I do not want Automatic Delivery. I informed her I was now mad and demanded my account be closed, to which she replied that was what a cancellation number is for.

Desired Settlement: If an online store can say: "You are in charge, and you can cancel at any time" - then said store should have a cancel feature on their web site that the customer can reach and use to cancel a service that the customer no longer wishes to use.

Business Response: Dear Mediator,

I regret that *** **********’s experience with Purity Products was not a positive one.  *** ********** is a valuable customer and his satisfaction with Purity Products is very important to us.   At Purity Products, our goal has always been to exceed our customer’s expectations, to create fully satisfied customers and we work hard in this pursuit.

Thank you for taking the time to share your complaint with us.  As a manager, I would like to apologize sincerely for the inconvenience you experienced with our Customer Care Representative. 

At Purity Products, our mission is to create the very satisfied customer, one customer at a time.  On behalf of the Customer Care team, please accept my apologies.

Thank you for bringing *** **********’s complaint to our attention.  It is important to Purity Products, Inc. to maintain positive customer relations and to do what we feel is appropriate to make sure that our customers are satisfied.  It has also given us the opportunity to review our practices to ensure that they are in full compliance with pertinent state and federal laws.If you have any questions or ever would like more information about our company, please feel free to contact me.

Yours in good health,
****** **** ****** ******* ****** ************ *** ************ *** ******** ***** ********** ** ***** ******* ****************************** **********************

4/9/2014 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: Purity Products processed an unauthorized auto-shipment draft on my account in the amount of $178.65 on April *, 2014. I contacted them on the same day as the draft. They agreed, after much debate, to begin the process of a partial refund, $86.85. I was told that the balance of the refund was pending a review of the phone call wirh the sales representative and that someone would contact me within three days. No one did. I contacted them again today, April *, 2014, around midday and "*******" stated that the call had not been reviewed and promised to call me back by 5:00 PM EST. She did not. I spoke with another customer care agent this evening, around 8:00 PM, who has promised to get back to me in 78 hours. This is very bad business practice. This should never have occured. I explicitly and emphatically decline the offer for auto shipments. I was told by the representative this evening that they were very busy today. Hence, I stated I must assume that my concern is not a priority.

Desired Settlement: Immediate full refund to my debit card and my payment information delete so that no other future drafts are erroneously made.

Business Response: April 8, 2014 



***********
Complaint ID:  ********, ******** ** *****

Dear *********,

I regret that **** *****’ experience with Purity Products was not a positive one.  **** ***** is a valuable customer and her satisfaction with Purity Products is very important to us.  At Purity Products, our goal has always been to exceed our customer’s expectations, to create fully satisfied customers and we work hard in this pursuit.

Every weekend we give away over a thousand free bottles to customers across the U.S and Canada with no further obligations.  All of our free bottle offers come with an invitation to join our Super Saver Program and at any time the customer can decline to join the Super Saver and still get the free bottle; it is not mandatory and every customer has the option to accept or decline the Super saver offer.

**** ***** called in response to our free bottle advertisement, the offer is as follows:

***By accepting our free bottle today, you become eligible to enjoy the benefits of our Super Saver.  This simply guarantees you a lower price on this product and you will have 2 weeks to try the free bottle and then decide if it’s right for you. Then in about 2 weeks, we will ship you 3 bottles every 3 months at $39.95 each & $17.95 each, plus discounted shipping of just $4.95. This 3 month supply would save you more than 25% off the regular price.  However if you’re not satisfied for any reason, simply call our customer care number located on your free bottle within the first 2 weeks and you will not be charged or shipped anything further.  Remember, the free bottle is yours to keep no matter what.  We look forward to getting you started as a Super Saver customer. Is this Okay?

Our records indicate **** ***** agreed to the Super Saver program for Triple Action Omega & B-12 Energy Melts when she placed the free bottle order.   As a courtesy to **** *****, Purity Products has credited half the order; the remaining balance will be issued upon receipt of order.  As a courtesy, a UPS label has been sent to facilitate the return of the order.  The Super Saver program has been canceled.

Thank you for bringing **** *****’ complaint to our attention.  It is important to Purity Products, Inc. to maintain positive customer relations and to do what we feel is appropriate to make sure that our customers are satisfied.  It has also given us the opportunity to review our practices to ensure that they are in full compliance with pertinent state and federal laws.

If you have any questions or ever would like more information about our company, please feel free to contact me.

Yours in good health,
****** ****
****** ******** ****** ******** ****** ************ *** ************ *** ******** ***** ********** ** ***** ******* ****************************** **********************

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:


******** ***** ************************1:37 PM (4 minutes ago)to *******


I never agreed to the Super Saver offer. This is false. Since Purity Products is insisting that I did, I would like an opportunity to hear the recorded conversation that suports their claim. I do not feel like a valued customer; I feel like a misrepresented and violated consumer.

Faithfully,

******** ID #********

 
I also forwarded this reply to *** **** at Purity Products and insist that they stop misrepresenting what I agreed to in the initial transaction. I am being maligned.

 

 

 

In order for the BBB to appropriately process your response, you MUST answer the question above.


Sincerely,

******** *****




 

Business Response: At Purity Products, all calls are monitored and/or recorded for quality assurance and compliance. 

As noted previously, our records indicate **** ***** agreed to the Super Saver program for Triple Action Omega & B-12 Energy Melts when she placed the free bottle order.   As a courtesy to **** *****, Purity Products has credited half the order; the remaining balance will be issued upon receipt of order.  As a courtesy, a UPS label has been sent to facilitate the return of the order.  The Super Saver program has been canceled.

Again, thank you for bringing **** *****’ complaint to our attention.  It is important to Purity Products, Inc. to maintain positive customer relations and to do what we
feel is appropriate to make sure that our customers are satisfied.  It has also given us the opportunity to review our practices to ensure that they are in full compliance with pertinent state and federal laws.

If you have any questions or ever would like more information about our company, please feel free to contact me.

Yours in good health,

****** ****
****** ******** ****** ******** ****** ************ *** ************ *** ******** ***** ********** ** ***** ******* ****************************** **********************

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.

More precisely, steps are in place to resolve the matter. I will return the product that was not authorized by me and expect the balance of my refund accordingly. 


Sincerely,

******** *****



 

4/2/2014 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I requested a free bottle of vitamins from Purity Products on March *, 2014. I received the product on March **, 2014. Today, March **, Purity Products took $124.80 from my account without authorization to send me 3 bottles of a product that I've not even had time to test out. I am supposed to have two weeks to cancel, which I have not had. In addition, the unauthorized shipment has overdrawn my account and cost me an additional $37.00.

Desired Settlement: I want $124.80 returned to my account immediately and if not done today 3/**/2014 and if not completed today, I want $161.80 returned to my account which includes the overdraft fee.

Business Response: Dear Mediator,

I regret that **** *****’s experience with Purity Products was not a positive one.  **** ***** is a valuable customer and her satisfaction with Purity Products is very important to us.  At Purity Products, our goal has always been to exceed our customer’s expectations, to create fully satisfied customers and we work hard in this pursuit.

Every weekend we give away over a thousand free bottles to customers across the U.S and Canada with no further obligations.  All of our free bottle offers come with an invitation to join our Super Saver Program and at any time the customer can decline to join the Super Saver and still get the free bottle; it is not mandatory and every customer has the option to accept or decline the Super saver offer.

**** ***** called in response to our free bottle advertisement, the offer is as follows:

***By accepting our free bottle today, you become eligible to enjoy the benefits of our Super Saver.  This simply guarantees you a lower price on this product and you will have 2 weeks to try the free bottle and then decide if it’s right for you. Then in about 2 weeks, we will ship you 3 bottles every 3 months at $39.95 each, plus discounted shipping of just $4.95. This 3 month supply would save you more than 25% off the regular price.  However if you’re not satisfied for any reason, simply call our customer care number located on your free bottle within the first 2 weeks and you will not be charged or shipped anything further.  Remember, the free bottle is yours to keep no matter what.  We look forward to getting you started as a Super Saver customer. Is this Okay?

Our records indicate **** ***** agreed to the Super Saver program for Co-Q Daily Melt with Resveratrol when she placed the free bottle order.   **** ***** Called the same day the order was processed; the agent had the warehouse go thru hundreds of orders to find the order, once found, the order was canceled & credited.  The Super Saver program has been canceled.

Thank you for bringing **** *****’s complaint to our attention.  It is important to Purity Products, Inc. to maintain positive customer relations and to do what we feel is appropriate to make sure that our customers are satisfied.  It has also given us the opportunity to review our practices to ensure that they are in full compliance with pertinent state and federal laws.If you have any questions or ever would like more information about our company, please feel free to contact me.

Yours in good health,
****** ****
****** ******** ****** ********
Direct ###-###-####
Fax ###-###-####
*** ******** ***** ********** ** ***** ******* ****************************** **********************

3/27/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Tried to call to get return authorization but agent tried to get me to keep product for half the price. All I want is a refund not to keep a product that does not help me.

Desired Settlement: All I want is my money back!

Business Response:

Dear ********,I regret that *** ******’s experience with Purity Products was not a positive one.  *** ****** is a valuable customer and his satisfaction with Purity Products is very important to us.  At Purity Products, our goal has always been to exceed our customer’s expectations, to create fully satisfied customers and we work hard in this pursuit.

As per our refund policy, *** ****** may return the order for a full refund.  Please include the return authorization no.******** with the order.

Our refund policy as printed on all invoices is as follows:
Refund Policy - Refunds cheerfully provided on all used or unused bottles returned within 60 days of receipt. Please call Customer Care within 60 days at ###-###-#### to obtain a return authorization.

Thank you for bringing *** ******’s complaint to our attention.  It is important to Purity Products, Inc. to maintain positive customer relations and to do what we feel is appropriate to make sure that our customers are satisfied.  It has also given us the opportunity to review our practices to ensure that they are in full compliance with pertinent state and federal laws.If you have any questions or ever would like more information about our company, please feel free to contact me.

Yours in good health,
****** ****
****** ********
Purity Products
****** ************ *** ************ *** ******** ***** ********** ** ***** ******* ****************************** **********************

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

**** ******


 

3/24/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I requested a refund of a Super Saver delivery that according to the company was delivered to my home on 12/**/13 and that their refund policy is within 60 days. I requested that an exception be made when I spoke to a ********** *** at x****, as I had Gastric Bypass surgery many years ago and recently found out that my body is not able to absorb this product or any other for that matter. I had religiously taken these and now that I found out I am not benefiting from them, Purity Products will not accept a return, 72 days after delivery. I find this policy very unflexible and *** the ********** has no real authority if he cannot hear a persons situation, one who liked the products but now has no desire to look at any of the other products for my family, which includes a spouse, child and 2 dogs. *** as advised me that his ********** **** does not talk to customers nor does the president of the company, so if a company is leaving their goodwill in the hands of ***, you all are in for a world of hurt.

Desired Settlement: The I will be given an RA# so that I may return the product (I will pay for the shipping) and the entire amount be refunded of $118.35, not the lame 25% offer that *** gave me.

Business Response:

Dear ********,

I regret that **** ******’s experience with Purity Products was not a positive one.  **** ****** is a valuable customer and her satisfaction with Purity Products is very important to us.  At Purity Products, our goal has always been to exceed our customer’s expectations, to create fully satisfied customers and we work hard in this pursuit.

While we do have a great 60 day - money back guarantee, **** ******’s had the product for more than 60 days, and so in accordance with Good Manufacturing Practices we are unable to accept this product back.  As a customer, I am sure you will appreciate our steadfast commitment to carrying only the freshest products.

Our refund policy as printed on all invoices is as follows:
Refund Policy - Refunds cheerfully provided on all used or unused bottles returned within 60 days of receipt. Please call Customer Care within 60 days at ###-###-#### to obtain a return authorization.

Thank you for bringing **** ******’s complaint to our attention.  It is important to Purity Products, Inc. to maintain positive customer relations and to do what we feel is appropriate to make sure that our customers are satisfied.  It has also given us the opportunity to review our practices to ensure that they are in full compliance with pertinent state and federal laws.If you have any questions or ever would like more information about our company, please feel free to contact me.

Yours in good health,
****** ****
****** *******, ****** ******** ****** ************ *** ************ *** ******** ***** ********** ** ***** ******* ****************************** **********************

3/20/2014 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I cancelled a subscription for delivery of vitamins by phone in October 2013. I thereafter received an unsolicited order. They charged my credit card without authorization $72.33. I notified them in writing on ** Jan 14 requesting they return the money and requested a return mailing label to return the products or instructions for other disposition. To date, the amount has not been recredited, I have received no return mailing label or other instruction. I have received no response whatsoever.

Desired Settlement: I wish they would repay me for the unauthorized charge and unsolicited merchandise. I also hope they do not send me any more.

Business Response:

 

Dear Mediator,

I regret that **** ******’s experience with Purity Products was not a positive one.  **** ****** is a valuable customer and her satisfaction with Purity Products is very important to us.   At Purity Products, our goal has always been to exceed our customer’s expectations, to create fully satisfied customers and we work hard in this pursuit.

Our records indicate we received a letter by **** ****** on 1/**/14 requesting to cancel the super saver program; our customer care agent called the customer to acknowledge receipt of the letter & the cancelation.  The last order shipped was on 1/**/14, which was prior to receiving the letter by **** ******.  As a courtesy, a UPS prepaid label was sent, free of charge, to facilitate the return of the order.  Once the order is received, a full credit would be issued.

Thank you for bringing **** ******’s complaint to our attention.  It is important to Purity Products, Inc. to maintain positive customer relations and to do what we feel is appropriate to make sure that our customers are satisfied.  It has also given us the opportunity to review our practices to ensure that they are in full compliance with pertinent state and federal laws.

If you have any questions or ever would like more information about our company, please feel free to contact me.

Yours in good health,
****** ****
****** ******* ****** ************ *** ************ *** ******** ***** ********** ** ***** ******* ****************************** **********************

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint and have determined that my complaint has NOT been resolved. My letter to them complained of unsolicited product (not a cancellation as they state) and requested disposition instructions. To date (March *, 2014) I have received no return mailing label or credit for this unsolicited product. Sincerely, ******** ******

Business Response: **** ****** has returned 1 bottle from order #********, dated 1/**/14; a full refund for one bottle of $22.46 was issued on 3/**/14.  **** ****** also returned 2 bottles from order #********, dated 6/**/13, which does not qualify for credit as per our Refund policy; those bottles contain lot number ****, which was shipped over 7 months ago. 

The lot # is an identification number assigned to products indicating the batch or date which the product was manufactured.  The lot number enables tracing of the ingredients as well as labor and equipment records involved in the manufacturing of a product.  The ability to track a lot numbers is important for manufacturers to track items for variety of purposes including quality control, service management & product recalls.

Refund Policy:
Refunds are cheerfully provided on all used or unused bottles returned within 60 days of receipt.

Again, thank you for bringing **** ******’s complaint to our attention.  It is important to Purity Products, Inc. to maintain positive customer relations and to do what we feel is appropriate to make sure that our customers are satisfied.  It has also given us the opportunity to review our practices to ensure that they are in full compliance with pertinent state and federal laws.If you have any questions or ever would like more information about our company, please feel free to contact me.

Yours in good health,
****** **** ****** ******* ****** ************ *** ************ *** ******** ***** ********** ** ***** ******* ****************************** ********************** 

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# *******, and have determined that my complaint has NOT been resolved because:

[Your Answer Here]

Please just close this out as unresolved.  I stopped the automatic shipments because I had the bottles piling up-I just returned the first three I pulled out of a bag.  Were the ones I returned expired?  Opened?  Adulterated?  I can return more if they like?

Please-close it as unresolved.   I should have heeded the comments about Purity. Thank you for your assistance.  

 

 

 

 

In order for the BBB to appropriately process your response, you MUST answer the question above.


Sincerely,

******** ******




 

3/12/2014 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: Purity Products advertised a free bottle (all you paid was a 4.95 shipping and handling fee) for the first bottle of vitamins. My first charge was 124.80, which was more than I would have ever paid. They advertised first bottle trial free, and they lied. Then in two weeks they took another $119.00 dollars and I did not receive any other products from them. So the surprise is when you get your statement and you are basically charged two hundred and forty dollars for one bottle of vitamins that were supposed to be free. False advertising all the way down the line. Please do not let them do this to other people. Thank you.

Desired Settlement: I should get all but the original 4.95 shipping fee returned. That is what they said.

Business Response:

 


Dear Mediator,

I regret that **** *****’s experience with Purity Products was not a positive one.  **** ***** is a valuable customer and her satisfaction with Purity Products is very important to us.  At Purity Products, our goal has always been to exceed our customer’s expectations, to create fully satisfied customers and we work hard in this pursuit.

Every weekend we give away over a thousand free bottles to customers across the U.S and Canada with no further obligations.  All of our free bottle offers come with an invitation to join our Super Saver Program and at any time the customer can decline to join the Super Saver and still get the free bottle; it is not mandatory and every customer has the option to accept or decline the Super saver offer.

**** ***** called in response to our free bottle advertisement, the offer is as follows:

***By accepting our free bottle today, you become eligible to enjoy the benefits of our Super Saver.  This simply guarantees you a lower price on this product and you will have 2 weeks to try the free bottle and then decide if it’s right for you. Then in about 2 weeks, we will ship you 3 bottles every 3 months at $39.95 each, plus discounted shipping of just $4.95. This 3 month supply would save you more than 25% off the regular price.  However if you’re not satisfied for any reason, simply call our customer care number located on your free bottle within the first 2 weeks and you will not be charged or shipped anything further.  Remember, the free bottle is yours to keep no matter what.  We look forward to getting you started as a Super Saver customer. Is this Okay?

Our records indicate **** ***** agreed to the Super Saver program for Green Tea when she placed the free bottle order. The order has been returned and a full refund was issued; the Super Saver program has been canceled.

Thank you for bringing **** *****’s complaint to our attention.  It is important to Purity Products, Inc. to maintain positive customer relations and to do what we feel is appropriate to make sure that our customers are satisfied.  It has also given us the opportunity to review our practices to ensure that they are in full compliance with pertinent state and federal laws.

If you have any questions or ever would like more information about our company, please feel free to contact me.

Yours in good health,
****** ****
****** ******** ****** ******** ****** ************ *** ************ *** ******** ***** ********** ** ***** ******* ****************************** **********************

 

3/11/2014 Problems with Product/Service | Complaint Details Unavailable
3/3/2014 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: I consider my encounter as one of fraud. The lure was as follows on 12/**/2013. I responded to a 'one time, with nothing to lose' offer to sample a nutritional supplement product merchandise of 'Q10'; provided all i had to do was pay for the shipping cost. The Purity Products company policy(s) was discussed and at no time was it identified i authorized continued automatic transactions to occur at any future date. In fact, due to prior experiences, i emphasized, on 12/**/2013, that i would not, (repeat), and was not willing to make this $4.95 sample transaction if it implied continued future automatic transactions. The Purity Products associate confirmed and agreed to my conditions. Additionally, i have repeatedly requested Spark Business Services, ###-###-####, Capital One, to block and protect me as a consumer, in all instances that this event might come to pass. My requests have gone unheeded. RE: PURITY PRODUCTS Code ** **** Order Line (24 Hr): ###-###-#### Customer Care: ###-###-#### Customer Care Hours: Mon-Thu 9am-9pm ET, Fri 9am-7pm ET, Sat 9am-5pm ET *** ******** ****** ********** ** ***** © 2014 Purity Products

Desired Settlement: On 01/**/2014, Purity Products charged me $124.80 without my authorization. It occurred right the blue without advance notice. Additionally, I did not receive any merchandise. Also, The $4.95 sample of Q10 did not do what was claimed by Purity products. I am seeking a $124.80 refund reimbursement.

Business Response:

 

Dear Mediator,

I regret that *** *******’s experience with Purity Products was not a positive one.  *** ******* is a valuable customer and his satisfaction with Purity Products is very important to us.  At Purity Products, our goal has always been to exceed our customer’s expectations, to create fully satisfied customers and we work hard in this pursuit.

Every weekend we give away over a thousand free bottles to customers across the U.S and Canada with no further obligations.  All of our free bottle offers come with an invitation to join our Super Saver Program and at any time the customer can decline to join the Super Saver and still get the free bottle; it is not mandatory and every customer has the option to accept or decline the Super saver offer.

*** ******* called in response to our free bottle advertisement, the offer is as follows:

***By accepting our free bottle today, you become eligible to enjoy the benefits of our Super Saver. This simply guarantees you a lower price on this product and you will have 2 weeks to try the free bottle and then decide if it’s right for you. Then in about 2 weeks, we will ship you 3 bottles every 3 months at $39.95 each, plus discounted shipping of just $4.95. This 3 month supply would save you more than 25% off the regular price.  However if you’re not satisfied for any reason, simply call our customer care number located on your free bottle within the first 2 weeks and you will not be charged or shipped anything further.  Remember, the free bottle is yours to keep no matter what.  We look forward to getting you started as a Super Saver customer. Is this Okay?

Our records indicate *** ******* agreed to the Super Saver program for the Co-Q10 Daily Resveratrol Formula when he placed the free bottle order.   *** ******* is currently disputing the charges with his credit card company.  As per our Refund Policy, refunds are cheerfully provided on all used or unused bottles returned within 60 days of receipt.  The Super Saver program has been canceled. 

Thank you for bringing *** *******’s complaint to our attention.  It is important to Purity Products, Inc. to maintain positive customer relations and to do what we feel is appropriate to make sure that our customers are satisfied.  It has also given us the opportunity to review our practices to ensure that they are in full compliance with pertinent state and federal laws.

If you have any questions or ever would like more information about our company, please feel free to contact me.

Yours in good health,
****** ****
****** ******** ****** ******** ****** ************ *** ************ *** ******** ***** ********** ** ***** ******* ****************************** **********************

 

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# *******, and have determined that my complaint has NOT been resolved because:

[Your Answer Here]no refund of124.80. if they insist i will this org

 

 

 

 

In order for the BBB to appropriately process your response, you MUST answer the question above.


Sincerely,

**** *******




 

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# *******, and have determined that my complaint has NOT been resolved because:

I do not concur to the outcome of ID #*******. I found the Purity Products sales approach deceptive. To my understanding, I did not agree to: " Then in about 2 weeks, we will ship you 3 bottles every 3 months at $39.95 each, plus discounted shipping of just $4.95. ". 

I did not want automatic charges going to my credit card, and I thought I made that clear.

?

 

Sincerely,

**** *******




 

Business Response:

At Purity Products, all calls are monitored and /or recorded for quality assurance and compliance.  Our phone records indicate *** ******* agreed to the Super Saver program for the Co-Q10 Daily Resveratrol Formula when he placed the free bottle order.

Again, thank you for bringing *** *******’s complaint to our attention.  It is important to Purity Products, Inc. to maintain positive customer relations and to do what we feel is appropriate to make sure that our customers are satisfied.  It has also given us the opportunity to review our practices to ensure that they are in full compliance with pertinent state and federal laws.

If you have any questions or ever would like more information about our company, please feel free to contact me.

Yours in good health,
****** ****
****** ******** ****** ******** ****** ************ *** ************ *** ******** ***** ********** ** ***** ******* ****************************** ***********************

2/20/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I ordered omega berry fish oil in sept 2013 and have been taking the same product for years. My doctor said that I had to stop taking it cause my cholesterol was so high and that this product was making it worse not better. I called in nov 2013 to talk about returning the product and getting my money back. Spoke with ***** and he said that it has to be within 60 days to get the return authorization codes in order to get a refund and that I was a few days after. He spoke to his ********** and he stated they would extend it for me and he gave me the return codes. He stated to just send the products back as soon as I could with the return codes and that when they received the product they would then refund my money. He never told me there was a deadline for them to receive the product in order for the refund to take place. He said as long as I had the return authorization codes then I would be fine. I then myself became ill and them my father became very ill and was in the hospital for 2 months so it did take me longer than expected to finally get to a post office to mail it back. But once again I was never told that it needed to be back by a certain date and that if I had the return codes I was ok. I sent them back the beginning of feb 2014 and I called to confirm that they received the returned products. They did receive the products but now they are refusing to refund my money stating I took too long to send them back. I once again was never told of a deadline date that they had to be received to them by and that just to get them back as soon as I could with the return authorization codes attached. Which I did!! I don't think that I should be punished and penalized by not getting my $210.00 refunded to me just because their employee apparently forgot to give me the deadline date. I am very upset and would never recommend this company to anyone. They brag about 100% customer satisfaction and that they have A+ BBB ratings. But they don't even follow through with their word. I want my money returned in full!!!! And think it is completely unacceptable if they don't!!

Desired Settlement: Refund my money as expected and told was going to happen with the return authorization codes.

Business Response:

I regret that **** *******’s experience with Purity Products was not a positive one.  **** ******* is a valuable customer and her satisfaction with Purity Products is very important to us.  At Purity Products, our goal has always been to exceed our customer’s expectations, to create fully satisfied customers and we work hard in this pursuit.  

As indicated by **** *******, she returned an order that was outside of the Refund Policy.  The order was delivered to her on 9/**/13; the authorization to return the items was given on 11/**/13 when **** ******* called, which at that time was within 60 days to obtain RA #; however, the order was returned on 2/*/14, therefore refund is not due.  We would be more than happy to ship the bottles back to customer and waive the shipping fee as a courtesy, if customer chooses to have it sent back.   **** ******* may contact ******** at ************ within 7 days of this letter to make the arrangement. 

Our refund policy is printed on all invoices and is as follows:

Refund Policy - Refunds cheerfully provided on all used or unused bottles returned within 60 days of receipt. Please call Customer Care within 60 days at ###-###-#### to obtain a return authorization.  Return Authorization does not cover the cost of return shipping.  Again, you must return your used and/or unused bottles to receive a refund within 60 days.  

Thank you for bringing **** *******’s complaint to our attention.  It is important to Purity Products, Inc. to maintain positive customer relations and to do what we feel is appropriate to make sure that our customers are satisfied.  It has also given us the opportunity to review our practices to ensure that they are in full compliance with pertinent state and federal laws. 

If you have any questions or ever would like more information about our company, please feel free to contact me. 

Yours in good health,
****** ****
****** *******


****** ************ *** ************ *** ******** ***** ********** ** ***** ******* ****************************** **********************

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# *******, and have determined that my complaint has NOT been resolved because:

When I spoke with ***** he never stated that it had to be back in their hands but a certain deadline date and that he stated to just send it back as soon as I could with the return authorization codes and that it would be fine. He made it sound like as long as I had the return codes that it was okay and I wouldn't have a problem. Once again it was not explained or told to me that the product had to be back by a specific date so therefore I don't think I should be penalized if he neglected to inform me of that information. I feel that I did send them back as soon as I could ( as I was told by *****) with my unforeseen circumstances. I still believe I should get a full refund and it is completely unacceptable if they don't considering the information I was told by their employee. They have their product back from me so now I want my $210.00 back from them. 

Completely Unhappy customer!

 

Sincerely,


******** *******




 

Business Response:

 

Dear Mediator,

As indicated previously, the items were returned outside of the Refund Policy, therefore refund is not due.  **** ******* has been in communication with ****, our ******** ******* *******, who has arranged for **** ******* to receive company credit.

Again, thank you for bringing **** *******’s complaint to our attention.  It is important to Purity Products, Inc. to maintain positive customer relations and to do what we feel is appropriate to make sure that our customers are satisfied.  It has also given us the opportunity to review our practices to ensure that they are in full compliance with pertinent state and federal laws.

If you have any questions or ever would like more information about our company, please feel free to contact me.

Yours in good health,
****** ****
****** ******** ****** ******** ****** ************ *** ************ *** ******** ***** ********** ** ***** ******* ****************************** **********************

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and find that this resolution is satisfactory to me and the matter has been resolved. As stated, I have spoken with **** and he has stated that they are going to give me a full credit to my account to buy further products from them. They can't refund my money but a full credit is on my account with them which is okay with me. At least I'm not just losing out on all the money. I'm in the process of figuring out what other products I can use to order with my credit. Thank you!

Sincerely,

******** *******



 

2/17/2014 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: We wished to cancel a standing order of the product, which is mailed automatically every 3 months. Calling the company resulted in a message saying the "hold time" was approximately 5 minutes. I next tried the website, only to discover there was no way (even with all our account info and #'s) to get into the website without ordering more product. At this point I emailed the "customer contact" site. Soon I rec'd a "canned" email saying they had rec'd my email and would respond withing 48 hours. AND that cancelations could only be done via telephone. So I got back on the phone, called, and was eventually told by the customer service rep that I could not cancel the order since my husband, ***** ********* ****** had originally placed it. I explained that becuase of his job, my husband was unable to be waiting on hold for such long periods of time. Still no luck.

Desired Settlement: Written noticification of cancelation of order.

Business Response:

 

Dear Mediator,

I regret that **** ******’s experience with Purity Products was not a positive one.  **** ****** is a valuable customer and her satisfaction with Purity Products is very important to us.   At Purity Products, our goal has always been to exceed our customer’s expectations, to create fully satisfied customers and we work hard in this pursuit.

Purity Products requires direct authorization from the account holder for any changes to be made, to ensure the safest and most secure shopping experience.  Our records indicate **** ****** (account holder is ***** * ******) called our Customer Care department; the Super Saver program was canceled on 2/**/14, as a courtesy. 

Thank you for bringing **** ******’s complaint to our attention.  It is important to Purity Products, Inc. to maintain positive customer relations and to do what we feel is appropriate to make sure that our customers are satisfied.  It has also given us the opportunity to review our practices to ensure that they are in full compliance with pertinent state and federal laws.

If you have any questions or ever would like more information about our company, please feel free to contact me.

Yours in good health,

****** ****
****** ******** ****** ******** ****** ************ *** ************ *** ******** ***** ********** ** ***** ******* ****************************** **********************

1/30/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I was surprised when I ordered a "free" product that I was automatically enrolled to be billed for ongoing purchases of the product. I sent an email to cancel which was rejected because they REQUIRE a phone call to cancel I called and was left on hold while I was subject to listen to repeated advertisements for several minutes for other products I was then subject to intense selling efforts I was then put on hold for another several minutes while they went to get "supervisor approval" After 5 min of more advertising I hung up...

Business Response:

 


Dear Mediator,

I regret that *** ******’s experience with Purity Products was not a positive one.  *** ****** is a valuable customer and his satisfaction with Purity Products is very important to us.   At Purity Products, our goal has always been to exceed our customer’s expectations, to create fully satisfied customers and we work hard in this pursuit.

Our call records indicate *** ****** canceled the Super Saver program on 1/**/14; besides the free bottle order, no additional orders have shipped.

Thank you for bringing *** ******’s complaint to our attention.  It is important to Purity Products, Inc. to maintain positive customer relations and to do what we feel is appropriate to make sure that our customers are satisfied.  It has also given us the opportunity to review our practices to ensure that they are in full compliance with pertinent state and federal laws.

If you have any questions or ever would like more information about our company, please feel free to contact me.

Yours in good health,
****** ****

****** ******* ****** ************ *** ************ *** ******** ***** ********** ** ***** ******* ****************************** **********************

 

1/14/2014 Guarantee/Warranty Issues | Read Complaint Details
X

Additional Notes

Complaint: Sent an email requesting to end service and return unused portion of product. Business stated that they replied to the email, but they tried to send me more product 2 months later. I even went in and deleted my payment information so that they wouldn't try end me more product. If they responded to my cancellation of their product why would they try to send me more? Why if I deleted my payment information would they retain the information and override my information being deleted?

Desired Settlement: I would like them to take back their unused product, credit my account as they stated they would for the $120.00 "if not 100% satisfied" and also reimburse me for the fee's I received from my Credit Union because they tried to send me more product after I cancelled my order and deleted my payment information. In incurred fee's of $50.00 and would gladly provide proof of fees.

Business Response:

 

Dear Mediator,

I regret that *** ********’s experience with Purity Products was not a positive one.  *** ******** is a valuable customer and his satisfaction with Purity Products is very important to us.   At Purity Products, our goal has always been to exceed our customer’s expectations, to create fully satisfied customers and we work hard in this pursuit.

Our records indicate on 11/**/13, *** ******** sent an email request to cancel the super saver program; he also indicated he wanted refund for the previous order received.  An immediate email response was sent to *** ******** with the following message:  We’re unable to process any cancellation request via e-mail; please call Customer Care at ###-###-#### to securely process your Super Saver cancelation.  An RA# was also included with the email.

*** ******** called our Customer Care department on 1/**/14 and the agent canceled the Super Saver program.  As per our refund policy, *** ******** is no longer eligible to return the order as it’s been over 60 days since delivery.

Our refund policy is printed on all invoices and is as follows:

Refund Policy - Refunds cheerfully provided on all used or unused bottles returned within 60 days of receipt. Please call Customer Care within 60 days at ###-###-#### to obtain a return authorization.  Return Authorization does not cover the cost of return shipping.  Again, you must return your used and/or unused bottles to receive a refund within 60 days.

Thank you for bringing *** ********’s complaint to our attention.  It is important to Purity Products, Inc. to maintain positive customer relations and to do what we feel is appropriate to make sure that our customers are satisfied.  It has also given us the opportunity to review our practices to ensure that they are in full compliance with pertinent state and federal laws.

If you have any questions or ever would like more information about our company, please feel free to contact me.

Yours in good health,
****** **** ****** ******* ****** ************ *** ************ *** ******** ***** ********** ** ***** ******* ****************************** **********************

 

1/12/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I called to cancel a Super Saver automatic order and the operator kept trying to talk me into keeping the automatic order and gave me a future date I would need to cancel by if I decided to go ahead and cancel my automatic order so I thought about it for a few more days. I then called the customer care line at ###-###-####, went through all of the hoops to speak to an operator, waited on hold for about 8 minutes, and once connected with the operator, when I told her what I wanted to do, suddenly our call was disconnected. I immediately called back, went through the same process, holding to speak to an operator for about 7 minutes. Once connected, when I told her what I wanted, the call was disconnected. I did not set up an online account so do not know how to cancel the automatic order without speaking to a customer service representative. It appears that they have been instructed to disconnect the call if it involves a cancellation.

Desired Settlement: I want the company to contact me by phone or email and assist me to cancel the automatic order for two products. I want the automatic order removed from my account. Even though I was considering ordering some other products on a single order basis, the conduct of the Customer Service representative has changed my mind. I don't think that I want to order anything else from this company if this is the way they treat their customers!

Business Response:

Dear Mediator,

 

I regret that **** ********’s experience with Purity Products was not a positive one.  **** ******** is a valuable customer and her satisfaction with Purity Products is very important to us.   At Purity Products, our goal has always been to exceed our customer’s expectations, to create fully satisfied customers and we work hard in this pursuit.

 

At Purity Products, all calls are monitored and/or recorded for quality assurance and compliance.  Our records indicate **** ******** called our Customer Care department on 1/**/14 to cancel the Super Saver program; unfortunately the call got disconnected.  The agent called the phone# listed for customer and the customer’s husband answered the phone & said his wife was at work.  The agent canceled the Super Saver program.

Thank you for bringing **** ********’s complaint to our attention.  It is important to Purity Products, Inc. to maintain positive customer relations and to do what we feel is appropriate to make sure that our customers are satisfied.  It has also given us the opportunity to review our practices to ensure that they are in full compliance with pertinent state and federal laws.

 

If you have any questions or ever would like more information about our company, please feel free to contact me.

 

Yours in good health,

****** ****

****** *******

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

***** ********



 

1/6/2014 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: On December *, 2013, I ordered one of purity products on a trial basis by only paying for shipping of the product. I received the product. And in the package was the product and a statement sheet showing what I ordered the amount I paid $6.95 and the balance $0. OnDecember **, 2013 I checked my bank account and noticed that I had been charged $124.80 for an auto shipment that I knew nothing about and didn' t authorized. I called my bank to stop the payment then I called Purity. I talked to a young women that told me that She would have to let her ********** hear the recording to determine whether or not I was told about the auto shipping of the product to me.and then a determination would be made for reimbusement I told her that I didn't want the product and was never told that by ordering the sample that I would be sent the product every month. She kept telling me that her ********** would have to determine whether or not I would receive a refund. At that point I told her I would called Chase Bank and issue a complaint about the debit from my account Which I did. After talking to Chase, I call purity products again to get that account closed. Talked to another found women that was very polite at the beginning. I asked her to close the account. She said that she see that the account was already closed.I told her why I was calling back again. I told her what was told to me in the first call to Purity. She assured me that that wasn't true and let me know that she would take care of it. at that point I was releaved. Some how the conversation went to left field I was over talked to and talked down to. Anyway I even told her that I would be willing to fax her the statment that came with the order.it had Absolutely nothing about auto shipping the product on a regular basis and I felt was a clear case of Bait and Switch. She insinuated that I may have ok'd the order then decided it would put me on a bind to get the product I told her I liked the product t but I didn't like the way that they charged me for something I didn't authorized.so therefore I didn't want the product. Every time I tried to say something she cut me off and would over talk me. Finally I just told that I didn't want the product.(I didn't want to argue with her) she said she would check with the warehouse to see if they have sent out the product. And she would call me back. I haven't received a call as of yet. Its a shame, Purity does ha e a good proxut, but as far as their business of bait and switch is BAD business practice. They are not the only company that sell good suppliments. I get supplements from other companies and will just stick with them. My first and last time ordering from Purity.

Desired Settlement: Put the money back in my account.

Business Response:

 

Dear Mediator,

I regret that **** *******’s experience with Purity Products was not a positive one.  **** ******* is a valuable customer and her satisfaction with Purity Products is very important to us.  At Purity Products, our goal has always been to exceed our customer’s expectations, to create fully satisfied customers and we work hard in this pursuit.

Our records indicate **** ******* ordered via the web and agreed to the Super Saver program for the AstaFX when she placed the order.  The offer is as follows:

**** ******** ***** ****** * *********** ***** ******* * **** ***** ******** * ******** ***** ***** *****

* **** **** *** ***** ** *** ***** ******* ******

† - $4.95 shipping applies. By accepting the free bottle offer you will be enrolled in our Super Saver program, locking in the low Super Saver price of just $39.95 per bottle. As a Super Saver you will receive three bottles every 90 days. Your first delivery of 3 bottles will arrive about 2-3 weeks after you receive your FREE bottle, so you don't have to worry about missing a day. Purity Products will charge the credit card used today for your 3 bottle shipments. Of course, you can customize your order at anytime by changing the frequency, date of shipment and number of bottles shipped out to you.
However if you’re not satisfied for any reason, simply call our customer care number located on your free bottle within the first 2 weeks and you will not be charged or shipped anything further. Remember, the free bottle is yours to keep no matter what.

The only way to get a free bottle via the web is to agree to the terms of the offer.  In this case, **** ******* checked the box “I have read and agree to the offer details below” which acknowledges that she read and accepted the offer.  **** ******* called our Customer Care department the same day the order processed; the agent had the warehouse go thru hundreds of orders to find the order; once found, the order was canceled and credited.

Thank you for bringing **** *******’s complaint to our attention.  It is important to Purity Products, Inc. to maintain positive customer relations and to do what we feel is appropriate to make sure that our customers are satisfied.  It has also given us the opportunity to review our practices to ensure that they are in full compliance with pertinent state and federal laws.

If you have any questions or ever would like more information about our company, please feel free to contact me.

Yours in good health,

****** ****

****** ******** ****** ******** ****** ************ *** ************ *** ******** ***** ********** ** ***** ******* ****************************** **********************

 

12/20/2013 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: This company has shipped Me products I did not ORDER & they took $169.00out of My Bank Account without My permission.I called them about this yesterday - They said they would deposit half ofthis amount back into My account yesterday - it is not there today.The said when I receive the shipment I should deny it & have it returned &they will return the rest of the money.They gave Me a tracking# for this parcel & upon checking on it today; I amtold it doesn't exist.

Desired Settlement: I am on Social Security Disability and on a very limited income.I would never order anything in that $ amount.I now have no money & I can't even buy the food I need.I want these Purity People to know that is stealing and that is a crime.

Business Response:

 

Dear Mediator,

I regret that **** ****’s experience with Purity Products was not a positive one.  **** **** is a valuable customer and her satisfaction with Purity Products is very important to us.  At Purity Products, our goal has always been to exceed our customer’s expectations, to create fully satisfied customers and we work hard in this pursuit.

Every weekend we give away over a thousand free bottles to customers across the U.S and Canada with no further obligations.  All of our free bottle offers come with an invitation to join our Super Saver Program and at any time the customer can decline to join the Super Saver and still get the free bottle; it is not mandatory and every customer has the option to accept or decline the Super saver offer.

**** **** called in response to our free bottle advertisement, the offer is as follows:

***By accepting our free bottle today, you become eligible to enjoy the benefits of our Super Saver.  This simply guarantees you a lower price on this product and you will have 4 weeks to try the free bottle and then decide if it’s right for you. Then in about 4 weeks, we will ship you 3 bottles every 3 months at $34.95 each & $19.95 each, plus discounted shipping of just $4.95. This 3 month supply would save you more than 25% off the regular price.  However if you’re not satisfied for any reason, simply call our customer care number located on your free bottle within the first 4 weeks and you will not be charged or shipped anything further.  Remember, the free bottle is yours to keep no matter what.  We look forward to getting you started as a Super Saver customer. Is this Okay?

Our records indicate **** **** agreed to the Super Saver program for Dr. Cannell’s Advance D and the Ultra-Pure Omega 3 when she placed the free bottle order.   As a courtesy to **** ****, Purity Products has credited half the order and the balance will be issue upon receipt of the order.  As per our Refund Policy, refunds are cheerfully provided on all used or unused bottles returned within 60 days of receipt.  Upon receipt of order, a full refund will be issued; the Super Saver program has been canceled.

Thank you for bringing **** ****’s complaint to our attention.  It is important to Purity Products, Inc. to maintain positive customer relations and to do what we feel is appropriate to make sure that our customers are satisfied.  It has also given us the opportunity to review our practices to ensure that they are in full compliance with pertinent state and federal laws.

If you have any questions or ever would like more information about our company, please feel free to contact me.

Yours in good health,
****** ****
****** ******** ****** ********
****** ************ *** ************ *** ******** ***** ********** ** ***** ******* ****************************** **********************

 

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# *******, and have determined that my complaint has NOT been resolved because:

I have not received any of their "Promises" and I have not

received the supposed" box.


I did try to contact UPS and ask them to return the box without

delivery to My home; as I am not guaranteed to be home due to

Doctor's Appointments.


That is the only way I will get My money they took. Deny the package - have

it returned.

 

 

 

 

In order for the BBB to appropriately process your response, you MUST answer the question above.


Sincerely,

*** ****




 

Business Response:

 

Again, thank you for bringing **** ****’s complaint to our attention. It is important to Purity Products, Inc. to maintain positive customer relations and to do what we feel is appropriate to make sure that our customers are satisfied. It has also given us the opportunity to review our practices to ensure that they are in full compliance with pertinent state and federal laws.

If you have any questions or ever would like more information about our company, please feel free to contact me.

Yours in good health,
****** ****
****** ******** ****** ******** ****** ************ *** ************ *** ******** ***** ********** ** ***** ******* ****************************** **********************

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

*** ****


 

12/19/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I had responded to a special offer for Creatine & Vitamin C Melts back in October & decided to cancel my next shipment ON THE DAY it was to ship (12/*/13). I attempted calling their "Customer Care" # (###-###-####), but was ABSOLUTELY UNABLE to reach a live person (including pressing "0") to convey to them that I uncategorically wanted to cancel my next & any future shipments immediately. I revisited their web site & called in on their "24-Hr Order Line", where I had NO problem reaching a live person. THE FIRST THING I DID was inform that person that I was upset that I could not reach a live human being on their "Customer Care" line & that I had limited cell minutes & wanted to cancel AS QUICKLY AS POSSIBLE. I then learned that the magic word to actually reach a live person is "AGENT", information which is never offered on the automated, voice-activated "Customer Care" line. Beginning @ 9:17am on 12/*/13 I waited 9 minutes on hold & finally was connected to a man who, first of all, spoke too quickly to understand and secondly, insisted pushing additional offers on me when I CLEARLY indicated to him more than once that I was short on minutes & WANTED TO CANCEL---PERIOD. After again being put on hold to "check w/his supervisor" about me canceling, he AGAIN pushed the offer nonsense attempting to get me to NOT cancel. At this point I DID raise my voice & demanded that he cancel my order if he wanted to avoid my making it my life's aim to discredit & discourage every person I came in contact w/going forward from ever doing business w/his company. He FINALLY gave up reading his "Retain-The-Customer-At-All-Cost-No-Matter-How-Upset-He-Is" script & moved on to the last one that wishes me & my family a happy holiday and----get this---that HE'D BE IN TOUCH WITH ME IN SEVERAL MONTHS and hung up @ 9:37am. BOTTOM LINE: This company touts on their web site home page "Customer Care" button that "We're Here to Help", not to mention droning on and on AND ON in their on-hold message that they're committed to making happy customers. I guess TECHNICALLY the fact that I wanted to cancel took me out of the revered "customer" category & merited putting me through agony & unnecessary cell phone charges. When I saw the hubris of them displaying the "BBB Accredited Business" logo & "A+" rating after the call, I decided that I'd been jerked around & misled just about enough & clicked through to the BBB. In ten minutes time (that COULD have been 1-2 minutes had the "Customer Care" person simply respected & carried out my simple request), they & & their relentless "never-say-cancel" scripts managed to create an incredibly UNsatisfied customer. What's worse, I will caution anyone & everyone I have the opportunity to share this experience w/to NEVER contact them, much less fall for their nearly inescapable automated phone trap if for any reason they decide to end their relationship w/Purity Products. The "A+" BBB rating clearly applies to their ability to badger unsatisfied customers with ANYTHING but "Customer Care", while viewing the customer's right to sever the relationship as unimportant & something to be ignored despite, in my case, of clearly informing them of the importance of MY time & MY resource (i.e., cell phone minutes). I'm asking that you forward this complaint to them with the SINCERE HOPE THAT THEY PERMANENTLY REMOVE ME FROM THEIR RECORDS AND N-E-V-E-R, E-V-E-R CONTACT ME AGAIN----not for an apology, not to offer me free product (with which I was lured into their commerce web in the 1st place), not for ANY REASON WHATSOEVER. And rest assured going forward I'll offer my 1st-hand experience & opinion every chance I get & HOPEFULLY *** **** ***** & his cohorts will add ONE MORE SCRIPT for which the reps can refer when the NEXT customer requests a cancellation.

Desired Settlement: Never, EVER hear from Purity Products again and hopefully affect them to actually SERVE the next customer that requests something that doesn't put more money in *** *****'s pocket.

Business Response:

 

Dear Mediator,

I regret that *** ******’s experience with Purity Products was not a positive one.  *** ****** is a valuable customer and his satisfaction with Purity Products is very important to us.   At Purity Products, our goal has always been to exceed our customer’s expectations, to create fully satisfied customers and we work hard in this pursuit.

Thank you for taking the time to share your complaint with us.  As a manager, I would like to apologize sincerely for the inconvenience you experienced with our Customer Care Representative. 

At Purity Products, all calls are recorded for quality assurance and compliance.  The call was monitored and the evaluation of the call was that the agent was professional, helpful and friendly.  Although the order had processed, the agent had the warehouse go thru hundreds of orders to find *** ******’s order; once found, the order was canceled and credited. 
   
Thank you for bringing *** ******’s complaint to our attention.  It is important to Purity Products, Inc. to maintain positive customer relations and to do what we feel is appropriate to make sure that our customers are satisfied.  It has also given us the opportunity to review our practices to ensure that they are in full compliance with pertinent state and federal laws.

If you have any questions or ever would like more information about our company, please feel free to contact me.

Yours in good health,
****** ****
****** *******

****** ************ *** ************ *** ******** ***** ********** ** ***** ******* ****************************** **********************

 

12/12/2013 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: Given no notice of charges to my debit card! Took money and had other items pending causing over draft fees!!

Desired Settlement: I just want a check mailed out to me for the full amount. I don't want your product you can have that. I don't want this company missing with my bank account.

Business Response:

 

Dear Mediator,

I regret that **** ********’ experience with Purity Products was not a positive one.  **** ******** is a valuable customer and her satisfaction with Purity Products is very important to us.  At Purity Products, our goal has always been to exceed our customer’s expectations, to create fully satisfied customers and we work hard in this pursuit.

Every weekend we give away over a thousand free bottles to customers across the U.S and Canada with no further obligations.  All of our free bottle offers come with an invitation to join our Super Saver Program and at any time the customer can decline to join the Super Saver and still get the free bottle; it is not mandatory and every customer has the option to accept or decline the Super saver offer.

**** ******** called in response to our free bottle advertisement, the offer is as follows:

***** ********* *** **** ****** ****** *** ****** ******** ** ***** *** ******** ** *** ***** ****** **** ****** ********** *** * ***** ***** ** **** ******* *** *** **** **** * ***** ** *** *** **** ****** *** **** ****** ** **** ***** *** **** **** ** ***** * ****** ** **** **** *** * ******* ***** * ****** ** ****** ***** **** ********** ******** ** **** ****** **** * ***** ****** ***** **** *** **** **** *** *** *** ******* ******  ******* ** ****** *** ********* *** *** ******* ****** **** *** ******** **** ****** ******* ** **** **** ****** ****** *** ***** * ***** *** *** **** *** ** ******* ** ******* ******** ********  ********* *** **** ****** ** ***** ** **** ** ****** *****  ** **** ******* ** ******* *** ******* ** * ***** ***** ********* ** **** *****

Our records indicate **** ******** agreed to the Super Saver program for AstaFX Super Formula when she placed the free bottle order.   As per our Refund Policy, refunds are cheerfully provided on all used or unused bottles returned within 60 days of receipt.  Upon receipt of order, a full refund will be issued; the Super Saver program has been canceled.

Thank you for bringing **** ********’ complaint to our attention.  It is important to Purity Products, Inc. to maintain positive customer relations and to do what we feel is appropriate to make sure that our customers are satisfied.  It has also given us the opportunity to review our practices to ensure that they are in full compliance with pertinent state and federal laws.

If you have any questions or ever would like more information about our company, please feel free to contact me.

Yours in good health,
****** ****

****** ******** ****** ******** ****** ************ *** ************ *** ******** ***** ********** ** ***** ******* ****************************** **********************

 

12/6/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: After ordering product from Purity I found their product to be ineffective and called to cancel any future automatic shipment. The Rep was very forceful and insisted I try a different product he promised would achieve the results I wanted. I agreed to try it under the condition he not set up automatic delivery of this new product. I told him if I liked it I would order more. He assured me that I would not receive any product unless I expressly called for a reorder. Unfortunately, that was a mistruth. I did in fact receive a replenishment order when I very clearly told him I did not want it.I then called them and told them I want a refund. When I spoke to the Rep she also tried to persuade me to try something else but I insisted I just want to return the product. She finally gave me an RMA but refused to provide return shipping for the product.When I told her I didnt order this product, didnt want it, expressly forbade them from sending it to me, and they have no right to send me product, bill my card without my permission and then not provide for return shipping she told me too bad. I think it is disgusting, despicable bad business to foist product on customers that do not request it and then say too bad, you have to pay for our attempt to get you to keep buying product against your will! Additionally, they were not authorized to charge my card which, in my opinion, is a criminal act.

Desired Settlement: Refund my shipping costs!

Business Response:

Dear Mediator,

I regret that *** ***’s experience with Purity Products was not a positive one.  *** *** is a valuable customer and his satisfaction with Purity Products is very important to us.   At Purity Products, our goal has always been to exceed our customer’s expectations, to create fully satisfied customers and we work hard in this pursuit.

At Purity Products, all calls are monitored and/or recorded for quality assurance and compliance.  Our records indicate *** *** called our Customer Care department on 8/**/13 to cancel the Super Saver program; the agent offered to switch to another product and customer agreed to remain on the Super Saver program with the next shipment set for 11/**/2013.  On this date, the order processed and shipped as scheduled.

As a courtesy to *** ***, a UPS prepaid label was sent, free of charge, to facilitate the return of the order.  The order has been returned and a full refund was issued; the Super Saver program has been canceled.  
   
Thank you for bringing *** ***’s complaint to our attention.  It is important to Purity Products, Inc. to maintain positive customer relations and to do what we feel is appropriate to make sure that our customers are satisfied.  It has also given us the opportunity to review our practices to ensure that they are in full compliance with pertinent state and federal laws.

If you have any questions or ever would like more information about our company, please feel free to contact me.

Yours in good health,
****** ****
****** *******
****** ************ *** ************ *** ******** ***** ********** ** ***** ******* ****************************** **********************

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and find that the resolution only occurred because I emailed the president of the company. Only after his involvement did the company take steps to resolve this matter.

Sincerely,

**** ***



 

11/20/2013 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: On Sept. **,2013, I called and cancelled an order. I advised the service representative that I could not take this product due to undergoing a lap band procedure and the large size of the capsules. I was advised that I could retain an employee discount and that I would receive a catalog in the event I wanted to place an order. I was not made aware that shipment of these vitamins would resume. On Nov.*, 2013, I received a package from Purity Products containing the vitamins that I can not take. I immediately called and complained. Since the issue was not able to be resolved I was advised that a supervisor would contact me within 48 hours. On Nov. **, 2013, after not hearing from anyone I contacted Purity. I spoke with a supervisor identified as *******. She explained that it was my responsibility to return the vitamins. I have no problem doing so, however the company will not provide me with an authorization to do so and more importantly they expect me to pay for the shipping for the unwanted products that they insist I ordered. I requested they play the recording back but they refused to do so, however they advised me that all conversations are recorded. Note their greeting clearly states calls may be recorded , not are being recorded. I have contacted my credit card company and have had this charge removed from my account, however this company will not provide me with an authorization to return the product or a mailer to do so

Desired Settlement: Send me an authorization to return this unwanted product and a mailer to do so

Business Response:

 

I regret that *** ********’s experience with Purity Products was not a positive one.  *** ******** is a valuable customer and his satisfaction with Purity Products is very important to us.   At Purity Products, our goal has always been to exceed our customer’s expectations, to create fully satisfied customers and we work hard in this pursuit.

At Purity Products, all calls are monitored and/or recorded for quality assurance and compliance.  Our records indicate *** ******** called our Customer Care department on 9/**/13 to cancel the Super Saver program; he agreed to remain on the Super Saver program with additional discounts and a delay on the next shipment set for 10/**/2013.  On this date, the order processed and shipped as scheduled.

As per our Refund Policy, refunds are cheerfully provided on all used or unused bottles returned within 60 days of receipt.  Upon receipt of order, a full refund will be issued; the Super Saver program has been canceled.  
   
Thank you for bringing *** ********’s complaint to our attention.  It is important to Purity Products, Inc. to maintain positive customer relations and to do what we feel is appropriate to make sure that our customers are satisfied.  It has also given us the opportunity to review our practices to ensure that they are in full compliance with pertinent state and federal laws.

If you have any questions or ever would like more information about our company, please feel free to contact me.

Yours in good health,
****** ****
****** *******

****** ************ *** ************ *** ******** ***** ********** ** ***** ******* ****************************** **********************

 

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# *******, and have determined that my complaint has NOT been resolved because:

[Your Answer Here]When I called to cancel this order I explained that I could not take these pills due to a lap band proceedure  which restricts what will fit into my esophagus.  I inquired if the supplements were available in liquid form as that is how I take most of my supplements. I was advised that they would keep me on the supersaver for discounts  and Purity would send me out a catalog in the event that I might find something else that I would like to try.  Not finding anything suitable (liquid form) I did not place an order. It was never fully explained that should I not take further action (place an order) they would take it upon their own to ship out these supplements that I could not ingest otherwise I never would have agreed to be placed on the supersaver list.  I wonder had I placed an order for something else would they still have sent me these pills?  I have always been  willing to return these unrequested/unordered items, however they have still not offered to pay for the shipping or provided an authorization code to do so even after being contacted by your office. 

******* ** ********

 

 

 

 

In order for the BBB to appropriately process your response, you MUST answer the question above.


Sincerely,

******* ********




 

Business Response:

As a courtesy to *** ********, a UPS return label has been sent, free of charge, to facilitate the return of the order back to us.  Upon receipt of order, a full refund will be issued.

Again, thank you for bringing *** ********’s complaint to our attention.  It is important to Purity Products, Inc. to maintain positive customer relations and to do what we feel is appropriate to make sure that our customers are satisfied.  It has also given us the opportunity to review our practices to ensure that they are in full compliance with pertinent state and federal laws.

If you have any questions or ever would like more information about our company, please feel free to contact me.

Yours in good health,
****** ****
****** *******

****** ************ *** ************ *** ******** ***** ********** ** ***** ******* ****************************** **********************

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

******* ********



 

11/11/2013 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I ordered their free trial product and when I got it was open and half the vitamins inside missing so I called them and told them to cancel it because I didn't feel safe taking a product not properly sealed ..She said let me send you a new free trial and set the first delivery and charge until November **,2013 so on Monday Oct ** ** I go to the grocery store and my account is 124.80 short. I find out that Purity Products did not delay the shipment or charges til Nov so I call them and they say well we will review the conversation and if we are at fault we will have the money back within 24 hrs..So I wait and on the **** I call back and they say well Monday was a holiday it was *********** ******** day so it will take 24 hrs more so today Wed the **** I call my bank and still no money ,so I call Purity back this time they tell me that they have approved the refund but it will take my bank to decide on when to release the funds to call my bank and they will handle it ..So I call my bank and the bank tells me it shows a refund pending but that Purity Products has not released the funds completely to be returned to my account ..I called Purity back and they said basically it is not our fault that the money is not returned in a timely manor ..I mean it only took em 30 seconds to deplete my account why should I be forced to wait 3 to 5 business for them to decide to return it I mean its not like it would hurt their ability to feed their kids like it does mine....

Desired Settlement: I want my money back and an acknowledgement that they screwed up An apology would be nice as well

Business Response:

 

Dear Mediator,

I regret that **** *****’ experience with Purity Products was not a positive one.  **** ***** is a valuable customer and her satisfaction with Purity Products is very important to us.   At Purity Products, our goal has always been to exceed our customer’s expectations, to create fully satisfied customers and we work hard in this pursuit.

My apologies, our records indicate **** ***** had canceled the Super Saver program; unfortunately, our agent, who was fairly new, failed to make necessary changes.  All future orders have been canceled and a full refund has been issued.  Also, a UPS return label has been sent, free of charge, to facilitate the return of the order back to us.

At Purity Products, our mission is to create the very satisfied customer, one customer at a time.  On behalf of the Customer Care team, please accept my apologies.

Thank you for bringing **** *****’ complaint to our attention.  It is important to Purity Products, Inc. to maintain positive customer relations and to do what we feel is appropriate to make sure that our customers are satisfied.  It has also given us the opportunity to review our practices to ensure that they are in full compliance with pertinent state and federal laws.

If you have any questions or ever would like more information about our company, please feel free to contact me.

Yours in good health,

****** ****
****** *******, Purity Products

****** ************ *** ************ *** ******** ***** ********** ** ***** ******* ****************************** **********************

 

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# *******, and have determined that my complaint has NOT been resolved because:

 


They sent me an e-mail with a shipping label in it and I told them I could not print it out they said they would send me a label by mail I got it yesterday oct **** and before I could get to the ups store they had already hit my account for another 124.80 so even though I got the first one refunded now I have to sit through more service charges on my account because these people have robbed me again..... I am very tired of having to explain why checks did or might bounce...Sincerely,

******* *****




 

Business Response:

 

As noted previously, the order has been credited in full.  Also, a UPS return label has been sent, free of charge, to facilitate the return of the order back to us.

Again, thank you for bringing **** ****** complaint to our attention.  It is important to Purity Products, Inc. to maintain positive customer relations and to do what we feel is appropriate to make sure that our customers are satisfied.  It has also given us the opportunity to review our practices to ensure that they are in full compliance with pertinent state and federal laws.

If you have any questions or ever would like more information about our company, please feel free to contact me.

Yours in good health,

****** ****
****** *******,

****** ******** ****** ************ *** ************ *** ******** ***** ********** ** ***** ******* ****************************** **********************

11/11/2013 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: first order payed shipping only canceled within time after losing job They say sent second package and debited my account did not receive did not catch debit now third!!! and take money before goods and service this is wrong

Business Response:


 
I regret that *** ******’s experience with Purity Products was not a positive one.  *** ****** is a valuable customer and his satisfaction with Purity Products is very important to us.   At Purity Products, our goal has always been to exceed our customer’s expectations, to create fully satisfied customers and we work hard in this pursuit.
 
At Purity Products, all calls are monitored and/or recorded for quality assurance and compliance.  Our records indicate *** ****** called our Customer Care department on 6/**/13 to cancel the Super Saver program; he agreed to remain on the Super Saver program with additional discounts and a delay on the next shipment set for 10/**/2013.  On this date, the order processed and shipped as scheduled.
 
As per our Refund Policy, refunds are cheerfully provided on all used or unused bottles returned within 60 days of receipt.  Upon receipt of order, a full refund will be issued; the Super Saver program has been canceled.
Thank you for bringing *** ******’s complaint to our attention.  It is important to Purity Products, Inc. to maintain positive customer relations and to do what we feel is appropriate to make sure that our customers are satisfied.  It has also given us the opportunity to review our practices to ensure that they are in full compliance with pertinent state and federal laws.
 
If you have any questions or ever would like more information about our company, please feel free to contact me.
 
Yours in good health,
****** ****
****** *******

10/28/2013 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I had an order that was to automatically be shipped on Oct. ****. I called 2 weeks prior and talked to a live person and had that shipment cancelled. She said it was no problem and was suppose to have canceled it. On Oct. **** they took $104.85 out of my account and shipped it anyway. I called Mon. am, Oct. ****. They said the package was already shipped, but would go ahead and authorize the full refund since it was their fault. When I receive the package I was told to refuse it. So I was told the money would show in my account 2 to 3 days. I received the package Tues. late afternoon and took it back to the post office Wed. am. I called the company back on Thurs since the money is still not showing and the lady told me the refund was authorized Wed not Thurs but should been in my account in 2 to 3 days... Same song and dance. She then tells me it is listed as I didn't cancel the shipment. Easy for the them to say on their end...liars. Well, it's Sun. the **** and I still don"t have my money they stole. How many people do they do this too????? What do I HAVE TO DO to get my money????????????

Desired Settlement: I want my $104.85 returned to my account..... They have no right doing what ever they please.....

Business Response:

Dear Mediator,

I regret that *** ********’s experience with Purity Products was not a positive one.  *** ******** is a valuable customer and her satisfaction with Purity Products is very important to us.   At Purity Products, our goal has always been to exceed our customer’s expectations, to create fully satisfied customers and we work hard in this pursuit.

At Purity Products, all calls are monitored and/or recorded for quality assurance and compliance.  I have personally reviewed *** ********’s account and can confirm she called our Customer Care department on 9/*/13 and specifically asked the agent to delay the next shipment to 10/**/13.  On this date, the order processed and shipped as scheduled. 

As per our Refund Policy, refunds are cheerfully provided on all used or unused bottles returned within 60 days of receipt.  Upon receipt of order, a full refund will be issued; the Super Saver program has been canceled. 
   
Thank you for bringing *** ********’s complaint to our attention.  It is important to Purity Products, Inc. to maintain positive customer relations and to do what we feel is appropriate to make sure that our customers are satisfied.  It has also given us the opportunity to review our practices to ensure that they are in full compliance with pertinent state and federal laws.

If you have any questions or ever would like more information about our company, please feel free to contact me.

Yours in good health,
****** ****
****** *******
****** ************ *** ************ *** ******** ***** ********** ** ***** ******* ****************************** **********************

 

10/21/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: i received a shipment of two bottles of green coffee bean capsules and a second shipment in August. i called the company in september to return the 2nd shipment and asked for a refund, cust.service told me to return the two bottles i've received in Aug. at this time i didnt open the first box and told them this. the lady asked me to open the box and place them in a envelope to mail it back to them. i checked the two boxes and there were no dates printed outside the boxes so i picked one and proceded to return it. after month i got a call from Purity Products and saying that I've send them the wrong bottles, i called back and i was ready to return the second set of bottles and i asked for them to return to me the first two bottles i sent back and they want me to pay $9.95 for the return of those two bottles. i've paid to returned them to them i'm responsible for paying for the return of the second set of bottles and on top of that they want me to pay $9.95 for them to send the wrong bottles back to me. we've had an arguement about it and company refuses to pay for returning wrong items back to me. lady never explained that bottles has a sale ID number to identified products when they were sold and shipped. why dont they tell us as customer that we must pay for the return of the product, where does satisfaction guarantee fits in.

Desired Settlement: i do agree to return 2nd shipment at my expenses, but company should be responsible for returning wrong bottles back to me at their cost. all other companies does it for their customers and even pay for shipping back to them.

Business Response:

Dear Mediator,

I regret that **** *******’s experience with Purity Products was not a positive one.  **** ******* is a valuable customer and her satisfaction with Purity Products is very important to us.  At Purity Products, our goal has always been to exceed our customer’s expectations, to create fully satisfied customers and we work hard in this pursuit.

As indicated by **** *******, she returned an order that was outside of the Refund Policy, therefore refund is not due.  **** ******* was advised we would be more than happy to ship the bottles back to her; however, she would need to pay the shipping fee of $9.95.  Purity Products does not cover the cost of return shipping.

Our refund policy is printed on all invoices and is as follows:

Refund Policy - Refunds cheerfully provided on all used or unused bottles returned within 60 days of receipt. Please call Customer Care within 60 days at ###-###-#### to obtain a return authorization.  Return Authorization does not cover the cost of return shipping.  Again, you must return your used and/or unused bottles to receive a refund within 60 days.

Thank you for bringing **** *******’s complaint to our attention.  It is important to Purity Products, Inc. to maintain positive customer relations and to do what we feel is appropriate to make sure that our customers are satisfied.  It has also given us the opportunity to review our practices to ensure that they are in full compliance with pertinent state and federal laws.

If you have any questions or ever would like more information about our company, please feel free to contact me.

Yours in good health,
****** ****
****** *******, Purity Products
Direct ###-###-####
Fax ###-###-####

*** ******** ***** ********** ** ***** ******* ****************************** **********************

10/15/2013 Billing/Collection Issues | Complaint Details Unavailable
10/7/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I called to cancel an (automatic renewal/shipping) order 2 months ago. The representative I spoke with stated the order was canceled and I would not receive any future shipments nor be billed again. I check my CC statement and they (purity) have billed me again and shipped another order. They don't even have the correct billing address or expiration date on my CC info but are still able to bill me. I cannot delete the CC info from my on-line account and their "customer service" representative LIED and did not do so on my last phone call. I am forced to contact my CC provider to have this charge reversed as I called to cancel MONTHS prior to the order being billed or shipped!

Desired Settlement: Cancel this ongoing order. Refund my CC. REMOVE MY CC INFORMATION FROM YOUR RECORDS!!!!

Business Response:

Dear Mediator,

I regret that *** ********’s experience with Purity Products was not a positive one.  *** ******** is a valuable customer and his satisfaction with Purity Products is very important to us.   At Purity Products, our goal has always been to exceed our customer’s expectations, to create fully satisfied customers and we work hard in this pursuit.

As per our Senior Database Analyst, on 5/**/13 *** ******** logged into his Purity Products account via the web and modified the super saver program for the next order to ship on 9/**/13.  Our call logs record does not show any calls by *** ******** prior to 9/**/13.  As a result, the order processed and shipped as scheduled. 

The order shipped to address provided by *** ********; this address verified to be 100% match by American Express, the credit card used for this order.  As per our Refund Policy, refunds are cheerfully provided on all used or unused bottles returned within 60 days of receipt.  Upon receipt of order, a full refund will be issued; the Super Saver program has been canceled.

Thank you for bringing *** ********’s complaint to our attention.  It is important to Purity Products, Inc. to maintain positive customer relations and to do what we feel is appropriate to make sure that our customers are satisfied.  It has also given us the opportunity to review our practices to ensure that they are in full compliance with pertinent state and federal laws.

If you have any questions or ever would like more information about our company, please feel free to contact me.

Yours in good health,
****** ****
****** *******
Direct ###-###-####
Fax ###-###-####

*** ******** ***** ********** ** ***** ******* ****************************** **********************

 

10/2/2013 Billing/Collection Issues | Complaint Details Unavailable
9/27/2013 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I cancel all my orders on June *, 2013(cancel #: ********). Apparently the agent didn't put the correct information into the computer. I called a customer care agent on September *, 2013 and they told me that the cancel number I was given was for only one product. I told them that was not what I told them to do. The agent gave me another cancel number (********) and he told me this was for everything. I told him I have not received any package from Purity and wanted my $89.85 refunded back into my bank account. The agent was very rude toward me and I asked to speak to his Supervisor (**** was his name). **** informed me that money will be refunded to me in 2 to 3 days. This whole time, I had my bank representative on the line listening to this call and everyone was aware of such. I called tonight (September **, 2013) and talked an agent by the name of ***** and he told me that my money was rejected by them pending a UPS investigation. That's not what was told to me on September *, 2013 nor did anyone contacted me to inform me of such.

Desired Settlement: Refund and Letter of apology for for the way the customer service agents treated me.

Business Response:

 

Dear Mediator,

I regret that *** ***’s experience with Purity Products was not a positive one.  *** *** is a valuable customer and his satisfaction with Purity Products is very important to us.   At Purity Products, our goal has always been to exceed our customer’s expectations, to create fully satisfied customers and we work hard in this pursuit.

We truly appreciate *** ***’s patronage; he has been on the super saver program for many years.  Our records indicate *** *** called our Customer Care department on 6/**/13 to cancel the OptiKrill from the Super Saver program; he agreed to switch to another product, GC Flex, and remain on the Super Saver program for it.  The order shipped as scheduled.

We take pride in making sure our customers’ orders are filled accurately and efficiently.  Although our records show the package was successfully delivered, we have opened a UPS investigation; the complete process could take up to 3 weeks to situate the location of the package. Should a completed investigation determine *** *** did not receive the package, Purity Products will gladly credit the full amount of $89.85.  The Super Saver program has been canceled.

Thank you for bringing *** ***’s complaint to our attention.  It is important to Purity Products, Inc. to maintain positive customer relations and to do what we feel is appropriate to make sure that our customers are satisfied.  It has also given us the opportunity to review our practices to ensure that they are in full compliance with pertinent state and federal laws.

If you have any questions or ever would like more information about our company, please feel free to contact me.

Yours in good health,
****** ****
****** *******
****** ************ *** ************ *** ******** ***** ********** ** ***** ******* ****************************** **********************

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# *******, and have determined that my complaint has NOT been resolved because:

 

[Your Answer Here]

As the business stated, on June *, 2013, I cancelled all orders and provided them my canceled number (********).  I called the business on September *, 2013 (with my bank representative on line) asking for my $89.85 to be refunded since I have canceled all my orders.  They told me I had only canceled one order and gave me another cancel number for all orders (********) for again another one for all orders. 

I have no products and UPS did not delivered any products from Purity Products to my home.  UPS came to my home tonight (Sept **) and I signed paperwork that no product was left at my home.  Purity Products know I had canceled my orders (twice) so why would they be sending me items.  This is just tackle they are using just not to refund my money.  I should charge them interest on my money. 

Their  customer service people are very rude to their customers.  I will never buy anything for them again.  Having to cancel all orders twice is ridicule. 

 

 

In order for the BBB to appropriately process your response, you MUST answer the question above.


Sincerely,

******* ***




 

Business Response:

As noted previously, *** *** canceled the OptiKrill Formula from the Super Saver program on 6/**/13; during this call, he also added the GC Flex formula to the Super Saver program.  The product that shipped on 8/**/13 was GC Flex, not the Optikrill Formula.

A UPS investigation is in process, although our records show the package was successfully delivered; please allow up to 3 weeks for UPS to situate the package. Should a completed investigation determine *** *** did not receive the package, we will issue a full refund of $89.85.  
  
Again, thank you for bringing *** ***’s complaint to our attention.  It is important to Purity Products, Inc. to maintain positive customer relations and to do what we feel is appropriate to make sure that our customers are satisfied.  It has also given us the opportunity to review our practices to ensure that they are in full compliance with pertinent state and federal laws.

If you have any questions or ever would like more information about our company, please feel free to contact me.

Yours in good health,
****** ****
****** *******
****** ************ *** ************ *** ******** ***** ********** ** ***** ******* ****************************** **********************

9/24/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I called to cancel their recurring program of sending products and they placed me on hold for over 20 minutes then hung up on me making it impossible to cancel their auto send of their products.

Desired Settlement: I want to cancel their automatic sending of all products.

Business Response:

 

Dear Mediator,

I regret that *** *******’s experience with Purity Products was not a positive one.  *** ******* is a valuable customer and his satisfaction with Purity Products is very important to us.   At Purity Products, our goal has always been to exceed our customer’s expectations, to create fully satisfied customers and we work hard in this pursuit.

Thank you for taking the time to share your complaint with us.  As a *******, I would like to apologize sincerely for the inconvenience you experienced while trying to contact our Customer Care Department.  Unfortunately the Virtual Agent was experiencing technical difficulties at the time you called.  The Super Saver Program has been canceled. 

Thank you for bringing *** *******’s complaint to our attention.  It is important to Purity Products, Inc. to maintain positive customer relations and to do what we feel is appropriate to make sure that our customers are satisfied.  It has also given us the opportunity to review our practices to ensure that they are in full compliance with pertinent state and federal laws.

If you have any questions or ever would like more information about our company, please feel free to contact me.

Yours in good health,

****** ****
****** ******** Purity Products
Direct ###-###-####
Fax ###-###-####

*** ******** ***** ********** ** ***** ******* ****************************** **********************

 

9/24/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I answered an over the radio ad concerning one of their products, AstaFX, and tried the product for about ten days. I then called the number on the bottle that they had listed for me to call land cancel their automatic shipment of their product to me. I talked with an individual there and he assured me that I had no outstanding orders and nothing would be shipped to me. I explained to him what I was calling about and he said not to worry. On the twelfth of Sept. I received in the mail an order of three bottles of AstaFX. I called them on the morning of the thirteenth and talked with an individual concerning the situation. He stated it wasn't his department and he talked with a ********** and said for me to call back in an hour. I told him it seemed funny that the company could take my money rather easily but could not correct a problem that they caused so easily. He stated that his ********** would listen to the previous call I had made to see what the problem was and he could help me a little bit. I told him I just wanted to send the pills back and get my money back. He kept saying he could help me but at the same time he kept trying to get me to accept his "script" of how to deal with the situation so that the company would get something out of it. I became so frustrated that I "cussed" and hung up on him telling him l would accept the lost but would never deal with them again. My two concerns are the fact that they lie when they say that recorded conversations will be used for training purposes as I believe that they will keep them to try and make customers out as the "bad" guys as has happened in the past with phone companies which have altered the recorded conversations, and my concern that they are not listening to customers who are just trying to get things right when they have made the mistake. I do not plan on dealing with them ever again and will tell all my parishioners what a terrible company they are and not to deal with them. Thank you for your time and trouble.

Desired Settlement: They have a responsibility to stop trying to change a customers mind when they call in to get something done with a problem that they have caused.

Business Response:

 

Dear Mediator,

I regret that *** ********’s experience with Purity Products was not a positive one.  *** ******** is a valuable customer and his satisfaction with Purity Products is very important to us.   At Purity Products, our goal has always been to exceed our customer’s expectations, to create fully satisfied customers and we work hard in this pursuit.

Thank you for taking the time to share your complaint with us.  As a manager, I would like to apologize sincerely for the inconvenience you experienced with our Customer Care Representative.  We truly appreciate *** ********’s patronage; he has been a valued customer for many years.  Our records does not indicate this item was canceled, therefore the order processed and shipped as schedule. 

As a courtesy to *** ********, Purity Products will mail a UPS prepaid return label, free of charge, to facilitate the return of the packages.  Upon receipt of order, a full refund will be issued; the Super Saver program has been canceled.

Thank you for bringing *** ********’s complaint to our attention.  It is important to Purity Products, Inc. to maintain positive customer relations and to do what we feel is appropriate to make sure that our customers are satisfied.  It has also given us the opportunity to review our practices to ensure that they are in full compliance with pertinent state and federal laws.

If you have any questions or ever would like more information about our company, please feel free to contact me.

Yours in good health,

****** **** ****** ******** ****** ********

****** ************ *** ************ *** ******** ***** ********** ** ***** ******* ****************************** **********************

 

9/18/2013 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: I placed an online order for a supplement and was asked if I wanted to try another supplement for an additional 4.95 which I did. I am told by a customer service agent that a box was already selected for a continual order of this product which I never saw. When I called to complain and inform the supervisor of the shady business practice I was refused a return label to send the product back which I never ordered. I now have to pay an additional cost to send the product back before I could get my full refund. I believe the company should have the box deselected and if the customer wants continual shipments of additional product they should have the option to select the box.

Desired Settlement: I would like the customer to change the way the option is selected to send a continual order of product to customers without their knowledge.

Business Response:

Dear Mediator,

I regret that **** ******’ experience with Purity Products was not a positive one.  **** ****** is a valuable customer and her satisfaction with Purity Products is very important to us.  At Purity Products, our goal has always been to exceed our customer’s expectations, to create fully satisfied customers and we work hard in this pursuit.

Our records indicate **** ****** ordered via the web and agreed to the Super Saver program for the Omega-3 Plus C&D when she placed the order.  See attached offer.

As a courtesy to **** ******, Purity Products has mailed a UPS prepaid return label, free of charge, to facilitate the return of this package.  The Super Saver program has been canceled.

Thank you for bringing **** ******’ complaint to our attention.  It is important to Purity Products, Inc. to maintain positive customer relations and to do what we feel is appropriate to make sure that our customers are satisfied.  It has also given us the opportunity to review our practices to ensure that they are in full compliance with pertinent state and federal laws.

If you have any questions or ever would like more information about our company, please feel free to contact me.

Yours in good health,
****** ****
****** *******, Purity Products
Direct ###-###-####
Fax ###-###-####

*** ******** ***** ********** ** ***** ******* ****************************** **********************

 

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

******** ******



 

9/12/2013 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: Company shipped goods we did not order and billed our credit card with out authorization.

Desired Settlement: Credit my bank charge card, I refused the package shipped. This is the second time I have had to request a credit. They gave me a cancellation number, but I have not received credit. The charge was $61.80 and cancellation #**********

Business Response:

 

Dear Mediator,

I regret that *** ****’s experience with Purity Products was not a positive one.  *** **** is a valuable customer and his satisfaction with Purity Products is very important to us.  At Purity Products, our goal has always been to exceed our customer’s expectations, to create fully satisfied customers and we work hard in this pursuit.

Our records indicate *** **** has returned the order and a full refund has been issued.  The Super Saver program has been canceled. 

Thank you for bringing *** ****’s complaint to our attention.  It is important to Purity Products, Inc. to maintain positive customer relations and to do what we feel is appropriate to make sure that our customers are satisfied.  It has also given us the opportunity to review our practices to ensure that they are in full compliance with pertinent state and federal laws.

If you have any questions or ever would like more information about our company, please feel free to contact me.

Yours in good health,
****** ****
****** *******, Purity Products
Direct ###-###-####
Fax ###-###-####

*** ******** ***** ********** ** ***** ******* ****************************** **********************

 

8/29/2013 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: My debit card had expired and I did not renew my debit card information to Purity Products. I check my account today and they had taken a payment out of my account. I called them about this and they said that they got permission from my bank for my new expiration month and year. I called my bank and they said that they would not give that information out to anybody not even to me. I was able to get the transaction cancelled. I do not appreciate what they did.

Desired Settlement: I just want to know who authorized the transaction and how they got a hold of my new expiration month and date.

Business Response:

 

Dear Mediator,

I regret that *** ******’s experience with Purity Products was not a positive one.  *** ****** is a valuable customer and his satisfaction with Purity Products is very important to us.   At Purity Products, our goal has always been to exceed our customer’s expectations, to create fully satisfied customers and we work hard in this pursuit.

Our records do not indicate *** ****** canceled from the Super Saver program, therefore the order processed as schedule.  As per *** ******'s request, the order and the Super Saver program has been canceled.

A declined credit card is not considered a cancellation of services.  *** ******s’ Bank is enrolled in the “Account Updater” program which enables the electronic exchange of updated account information among participating Merchants, their Merchant Bank, and Visa/Master card Issuers.  This means that the customer’s Visa/MC’s issuing Bank participates on the program.  Purity Products (the merchant) is enrolled in this program.  When a cardholder’s account information changes, Purity Products is notified with updated credit card # or expiration date by the issuing bank for customers with whom we have an ongoing payment relationship.  The benefit of this program is to provide uninterrupted service to customers.
      
Thank you for bringing *** ******’s complaint to our attention.  It is important to Purity Products, Inc. to maintain positive customer relations and to do what we feel is appropriate to make sure that our customers are satisfied.  It has also given us the opportunity to review our practices to ensure that they are in full compliance with pertinent state and federal laws.

If you have any questions or ever would like more information about our company, please feel free to contact me.

Yours in good health,
****** ****
****** *******
Direct ###-###-####
Fax ###-###-####
*** ******** ***** ********** ** *****
E-mail: ****************************** **********************

8/28/2013 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: They used my credit card without my authorization on Order number ********. I have been a customer of theirs for some time. I have three separate orders of supplements. Back in 2010, I attempted to cancel my shipments of one of those products I no longer wanted. (December 2010 was the last time I got a shipment of the product I did not want.) I was unsuccessful in canceling this product and the company continued to notify me of future shipments. Because I was unable to get the company to cancel the product I didn't want, I did the next best thing I could think of. I only authorized the company to use an expired credit card number for future shipments of the unwanted product because I knew the card would not go through. For the last two and one-half years, every time a shipment of this unwanted product was due, the company would send me an email saying that they were “unable to send my shipment because my credit card had expired.” Because I never authorized the company to use a valid card, they didn’t send me any shipments. That strategy worked until this month. I received another email a week or so ago saying the company was unable to ship this unwanted product because my card was expired. Although I never authorized the company to use any other card, someone at the company used another one of my cards on file—one I did NOT authorize for this unwanted product. Yesterday I was surprised to receive a shipment of this unwanted product. I attempted to call today to report this unauthorized shipment and to return this product to the company. However, the automated message stated all of their representatives were in a meeting and they could not help me. Therefore, I contacted my credit card company and disputed the charge from August *. They will be in contact with the company on my behalf regarding this order.

Desired Settlement: I no longer want shipments of the unwanted product. I would like to keep my other two products -- just not this product.

Business Response:

 

Dear Mediator,

I regret that **** ******’s experience with Purity Products was not a positive one.  **** ****** is a valuable customer and her satisfaction with Purity Products is very important to us.   At Purity Products, our goal has always been to exceed our customer’s expectations, to create fully satisfied customers and we work hard in this pursuit.

We truly appreciate **** ******’s patronage; she has been on the super saver program for many years.  Our records does not indicate this item was canceled, therefore the order processed and shipped as schedule.  A declined credit card is not considered as a cancellation of services.  Banks enrolled in the program “Account Updater” will notify the merchant (Purity Products) of customer’s updated credit card # or new expiration date.  The benefit of this program is to provide uninterrupted service to customers.

As a courtesy to **** ******, Purity Products will mail a UPS prepaid return label, free of charge, to facilitate the return of the packages.  Upon receipt of order, a full refund will be issued; the Super Saver program has been canceled. 
   
Thank you for bringing **** ******’s complaint to our attention.  It is important to Purity Products, Inc. to maintain positive customer relations and to do what we feel is appropriate to make sure that our customers are satisfied.  It has also given us the opportunity to review our practices to ensure that they are in full compliance with pertinent state and federal laws.

If you have any questions or ever would like more information about our company, please feel free to contact me.

Yours in good health,
****** ****
****** *******

****** ************ *** ************ *** ******** ***** ********** ** ***** ******* ****************************** **********************

8/20/2013 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I cancelled my autopayment plan in late May, 2013. I clearly stated I wished to recieve no further products. I recieved a shipment from PurityProducts the end of July. I took the package to the UPS store and refused delivery. The package was returned to Purityproducts and they can verify this with the tracking number. I called on 7.**.13 and explained all of this. I WAS assured I would be given a full refund and membership was again - cancelled. It took nearly 20 minutes, and me having to raise my voice to get a confirmation number my membership was again - cancelled. They cannot bill for something I did not order or even get.

Desired Settlement: Credit my card for the charges, remove me from your emial list.

Business Response:

Dear Mediator,

I regret that *** ******’s experience with Purity Products was not a positive one.  *** ****** is a valuable customer and his satisfaction with Purity Products is very important to us.   At Purity Products, our goal has always been to exceed our customer’s expectations, to create fully satisfied customers and we work hard in this pursuit.

*** ****** has been on the super saver program since April 2010 until July 2013.  He was getting 3 bottles every 3 months; his last order was in July 2013.  Our records indicate *** ****** called our Customer Care department on 1/**/13 to cancel the Super Saver program; he agreed to remain on the Super Saver program with additional discounts and a delay on the next shipment set for 7/**/2013.  The next order shipped as scheduled.  The order was returned and a full refund has been issued.  The Super Saver program has been canceled.

Thank you for bringing *** ******’s complaint to our attention.  It is important to Purity Products, Inc. to maintain positive customer relations and to do what we feel is appropriate to make sure that our customers are satisfied.  It has also given us the opportunity to review our practices to ensure that they are in full compliance with pertinent state and federal laws.

If you have any questions or ever would like more information about our company, please feel free to contact me.

Yours in good health,
****** ****
****** *******

****** ************ *** ************ *** ******** ***** ********** ** ***** ******* ****************************** **********************

8/15/2013 Billing/Collection Issues | Complaint Details Unavailable
8/8/2013 Guarantee/Warranty Issues | Read Complaint Details
X

Additional Notes

Complaint: I received a free shipment of their products, a vitamin supplement, and was told I would be enrolled for automated shipping every month. I tried to call back to cancel the automated shipping, which was very tedious and lengthy, and I am still not sure if my orders will be cancelled.

Desired Settlement: I should be refunded for the money I paid for the product as well for the shipping fees.

Business Response:

 

Dear Mediator,

I regret that *** ********’s experience with Purity Products was not a positive one.  *** ******** is a valuable customer and his satisfaction with Purity Products is very important to us.   At Purity Products, our goal has always been to exceed our customer’s expectations, to create fully satisfied customers and we work hard in this pursuit.

Our call records indicate *** ******** canceled the Super Saver program on 7/**/13; besides the free bottle order, no additional orders have shipped.  
   
Thank you for bringing *** ********’s complaint to our attention.  It is important to Purity Products, Inc. to maintain positive customer relations and to do what we feel is appropriate to make sure that our customers are satisfied.  It has also given us the opportunity to review our practices to ensure that they are in full compliance with pertinent state and federal laws.

If you have any questions or ever would like more information about our company, please feel free to contact me.

Yours in good health,
****** ****
****** *******
Direct ###-###-####
Fax ###-###-####
*** ******** ***** ********** ** ***** ******* ****************************** **********************

7/20/2013 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: They say the 1st order will ship 15 days after you receiving your trial and you're supposed to be able to cancel at any time. However, if you call the # on the catalogue, they only take orders and it gives you another number to call for all other requests. When you call that #: ###-###-####, it's only a voice response system and it talks over your answers and doesn't give you any option but to change quantity, product or delivery date. I got it to finally get the "cancel" request and then it offered another option instead of cancelling - 10% off any product. You can't get beyond that - it keeps talking over your answer and no matter what you say, itjust says "goodbye". Extremely deceptive advertising about canceling--they make it impossible to cancel.

Desired Settlement: They should change the answering system AND cancel any order of mine.

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and find that this resolution is satisfactory to me and the matter has been resolved.  I finally reached their customer service dept.  It took me several minutes of saying "NO" to all the ways they wanted to "upgrade" my discount and order.  they did not want to put the cancellation into effect.  I finally got them to give me a cancellation # and their assurance that no further charges would show up on my cc.  Hopefully this is the end of it!

Sincerely,

********* *******



 

7/19/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Took one of their "free sample" offers. Today, decided the product did not do anything for us. Went to cancel.  since the product was for her. Called to cancel their autoship. They had already shipped the first one. They would not cancel without talking to my wife, who was not available. They would not try to do any account validation even though realistically all they had was a credit card and an address - not like they had a lot of security as it was. I told them I would dispute any charges to the credit card, which I have done. They made no attempts to see if the product worked for us prior to shipping more (I'm not sure how long we had to trial - they gave us a 30-day bottle, so I assumed 30 days, but it now looks like it was only 19 days), and not allowing cancellation on their website is a totally bogus pressure tactic. Anybody who can log onto the website can get new product mailed to us, but they won't honor that same ability over the phone....

Had put the login under my wife's name,***** ***** - but the email address should have been enough **************** - which is the login to the account is unique.

Desired Settlement: Just want to get my money back (will probably happen with the credit card dispute), give them a black eye, and warn others about the tactics of this company that supposed values "customer care".

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and find that this resolution is satisfactory to me and the matter has been resolved.  They got back to us today and cancelled the recurring order and are refunding the outstanding shipped product when we return it.

Sincerely,

******* *****



 

7/17/2013 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I ordered Purity products, over the phone, advertised over the radio, for introductory trial, $4.95 shipment (free), however, I was not told that they would automatically, take $178.00 from my account, for a shipment, that they already had in process, after 2 weeks. It was in fine print, and I did read it, but, did not know it would automatically pulled from my account. The problem, is that I don't make that much, trying to pay bills, already over extended, and worte a check and mailed it, when I noticed later that day, $178. ---, was taken from my account, and I will not get paid again until another 2 weeks, meantime, no car gas money, unable to pay cell phone, so, no phone on for 2 weeks, and if no money in savings, could not cover some charges that will hit the bank that day, now, my concern is for accrued fees for bounced check, that I had written for $100.00, earlier that day, may not have enough to cover, therefore, I will have fees until I get paid. It is unfair to people on fixed income, and limited income, for someone to automatically pull fees from bank, without letting the customer know when, and how much totally is coming out, not just what it would cost, and they have no say. Therefore, when purity charged $4.95, they were able to pull $178.--- out without my permission. This is a scam, I am very unhappy, and I am already sickly, this added to me feeling sick. I want every one o be aware of accepting free / introductory fees, using ATM card/ VISA---------which can be automatically charged thereafter, for whatever the company wants to charge.

Desired Settlement: I have asked Purity to cancel future orders, and made agreement, when shipment comes to return it, and get my full refund. I just hope they keep their word. It is a sham, because the product was helping me, I felt better, but, ,the way they do business, I can't afford it. Taking the product did help my energy level, but, the way they charged my Visa card, caused blood pressure, and other sick symptoms from worry, having no money for gas to put in car------------feel sick.

Business Response:

Dear Mediator,

I regret that **** ********’s experience with Purity Products was not a positive one.  **** ******** is a valuable customer and her satisfaction with Purity Products is very important to us.  At Purity Products, our goal has always been to exceed our customer’s expectations, to create fully satisfied customers and we work hard in this pursuit.

Every weekend we give away over a thousand free bottles to customers across the U.S and Canada with no further obligations.  All of our free bottle offers come with an invitation to join our Super Saver Program and at any time the customer can decline to join the Super Saver and still get the free bottle; it is not mandatory and every customer has the option to accept or decline the Super saver offer.

Our records indicate **** ******** agreed to the Super Saver program when she placed the free bottle order.  As per our Refund Policy, refunds are cheerfully provided on all used or unused bottles returned within 60 days of receipt.  As a courtesy to **** ********, Purity Products has credited half of the balance.  Upon receipt of order, a full refund will be issued.

Thank you for bringing **** ********’s complaint to our attention.  It is important to Purity Products, Inc. to maintain positive customer relations and to do what we feel is appropriate to make sure that our customers are satisfied.  It has also given us the opportunity to review our practices to ensure that they are in full compliance with pertinent state and federal laws.

If you have any questions or ever would like more information about our company, please feel free to contact me.

Yours in good health,
****** ****
Credit Manager, Purity Products
****** ************ *** ************ *** ******** ***** ********** ** ***** ******* ****************************** **********************

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# *******, and have determined that my complaint has NOT been resolved because

THIS MATTER IS NOT RESOLVED, UNTIL I GET THE OTHER 1/2 OF MY REFUND, THEY STATED THIS MORNING, PER AUTOMATION, WAS SENT OUT OVER 5 DAYS AGO. I WILL CHECK BANK TODAY, PLEASE DO NOT CLOSE THIS ACCOUNT, GIVE ME 24 HOURS, TO SEE IF REFUND MADE IT TO BANK TODAY, 07/**/13


Sincerely,

******* ********




 

Business Response:

The order has been received and a full refund has been issued as of 6/**/13.  The initial refund was processed on 6/**/13, with all refunds totaling $173.70
 
Again, thank you for bringing **** ********’s complaint to our attention.  It is important to Purity Products, Inc. to maintain positive customer relations and to do what we feel is appropriate to make sure that our customers are satisfied.  It has also given us the opportunity to review our practices to ensure that they are in full compliance with pertinent state and federal laws.

If you have any questions or ever would like more information about our company, please feel free to contact me.

Yours in good health,
****** ****
Credit Manager, Purity Products
****** ************ *** ************ *** ******** ***** ********** ** ***** ******* ****************************** **********************

7/5/2013 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: They make you jump through too many hoops to get off their automatic payment plan.

Desired Settlement: Let customers cancel their automatic orders without having to call in and go through a customer service hot-potatoe pass-around.

Business Response:

 

June 28, 2013

 

*** ****** ******** ****** ** **** **** ******* **** ***** *** ***** ** *****

Complaint ID:  ******** ***** *****

Dear Mediator,

I regret that Mr. *****’ experience with Purity Products was not a positive one.  Mr. ***** is a valuable customer and his satisfaction with Purity Products is very important to us.   At Purity Products, our goal has always been to exceed our customer’s expectations, to create fully satisfied customers and we work hard in this pursuit.

As per Mr. *****’ request, the Super Saver program has been canceled.  
   
Thank you for bringing Mr. *****’ complaint to our attention.  It is important to Purity Products, Inc. to maintain positive customer relations and to do what we feel is appropriate to make sure that our customers are satisfied.  It has also given us the opportunity to review our practices to ensure that they are in full compliance with pertinent state and federal laws.

If you have any questions or ever would like more information about our company, please feel free to contact me.

Yours in good health,
****** ****Credit Manager
****** ************Fax *************** ******** *****
********** ** *****E-mail: ******************************
www.purityproducts.com

6/10/2013 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: I purchased a sample product from this entity sometime around April *, 2013 over the phone. I requestes that they not place me on auto ship and not to send me any additional products unless I requested them. Yesterday, May *, 2013, I noticed a $169 charge from this company and they indicated that they had shipped me additional products and could not refund my money until I returned the product. This not only was inconvenient, but I did not have the extra funds available which caused me to incur a $30 charge from the bank. They are not refunding me the bank charge or the shipping fees. They indicated that they would refund $164 when they receive the product back. I specifically requested not to be sent additional products. This should have been recorded in my conversations when I placed the original order. This is very deceptive practice which has caused me to incur fees with no fault of my own.

Desired Settlement: refund my entire $169 plus the $30 bank fee

Business Response:

 

*** ** **** *** ****** ******** ****** ** **** **** ******* **** ***** *** ***** ** ***** ********* *** ******** ******* ************

Dear Mediator,

I regret that **** ************** experience with Purity Products was not a positive one.  **** ************ is a valuable customer and her satisfaction with Purity Products is very important to us.  At Purity Products, our goal has always been to exceed our customer’s expectations, to create fully satisfied customers and we work hard in this pursuit.

Every weekend we give away over a thousand free bottles to customers across the U.S and Canada with no further obligations.  All of our free bottle offers come with an invitation to join our Super Saver Program and at any time the customer can decline to join the Super Saver and still get the free bottle; it is not mandatory and every customer has the option to accept or decline the Super saver offer.

**** ************ called in response to our free bottle advertisement, the offer is as follows:

***By accepting our free bottle today, you become eligible to enjoy the benefits of our Super Saver. This simply guarantees you a lower price on this product and you will have 4 weeks to try the free bottle and then decide if it’s right for you. Then in about 4 weeks, we will ship you 3 bottles every 3 months at $19.95/$34.95 each, plus discounted shipping of just $4.95. This 3 month supply would save you more than 25% off the regular price.  However if you’re not satisfied for any reason, simply call our customer care number located on your free bottle within the first 4 weeks and you will not be charged or shipped anything further. Remember, the free bottle is yours to keep no matter what.  We look forward to getting you started as a Super Saver customer. Is this Okay?

Our records indicate **** ************ agreed to the Super Saver program for DR. CANNELL'S ADVANCED D & ULTRA-PURE OMEGA 3 when she placed the free bottle order.  As per our Refund Policy, refunds are cheerfully provided on all used or unused bottles returned within 60 days of receipt.

Thank you for bringing **** ************** complaint to our attention.  It is important to Purity Products, Inc. to maintain positive customer relations and to do what we feel is appropriate to make sure that our customers are satisfied.  It has also given us the opportunity to review our practices to ensure that they are in full compliance with pertinent state and federal laws.

If you have any questions or ever would like more information about our company, please feel free to contact me.

Yours in good health,
****** **** ****** ******** ****** ******** ****** ************ *** ************ *** ******** ***** ********** ** ***** ******* ****************************** **********************

 

Business Response:

As noted previously, our records indicate **** ************ agreed to the Super Saver program for DR. CANNELL'S ADVANCED D & ULTRA-PURE OMEGA 3 when she placed the free bottle order; the order processed and shipped on 5/**/13 (not 5/*/13 as noted by customer).  The order was refused and a full refund has been issued, minus $4.95 shipping as shipping is non-refundable

Again, thank you for bringing **** ************** complaint to our attention.  It is important to Purity Products, Inc. to maintain positive customer relations and to do what we feel is appropriate to make sure that our customers are satisfied.  It has also given us the opportunity to review our practices to ensure that they are in full compliance with pertinent state and federal laws. 

 

If you have any questions or ever would like more information about our company, please feel free to contact me. 

 

Yours in good health, 

****** ****
Credit Manager, Purity Products 

****** ************ *** ************ *** ******** ***** ********** ** ***** ******* ****************************** **********************

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# *******, and have determined that my complaint has NOT been resolved because

 

 I never agreed to be sent a product without my request.

 

 

In order for the BBB to appropriately process your response, you MUST answer the question above.


Sincerely,

******* ************ 




 

6/10/2013 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I ordered a product (Co-Q10) per a radio advertisement in September of 2012. The product was guaranteed to give positive results in 30 days or money back guarantee. The initial order was set up to auto-ship every 90 days. After 30 days use, I saw no positive results. I called the company to cancel my subscription. I was given a return authorization number and prepaid return postage label to return the 90 day supply. I was also informed that my account was cancelled. Many months passed, enough time that I felt it no longer necessary to keep my personal notes containing the cancellation number. I became ill in January of this year, have gone through a horrible time. I received a package from Purity Products in mid-February of 2013 (order number ********). I was too exhausted to even open it. It sat on my dining room table until today when I received another package from Purity Products (order number ********) . I opened both packages to discover 6 bottles (3 in each shipment) of the Co-Q10 supplement I cancelled; along with a receipt for $89.88 for each order. I checked my credit card statement from March and sure enough they billed me on February 15th. I was too sick at the time to catch the charge on my card statement. I called Purity today and spoke with supervisor "****". I was informed that I authorized Purity Products to start shipping and billing me again in February of this year. I stated this makes no sense, if the product didn't work for me in September, why on earth would I authorize your company to ship me the same product in February??He issued a return authorization number(**###-###-####) for the May shipment but informed me that I was past the 60 day return policy on the February order. He said my phone conversation (in October) would have to be reviewed to determine if I had indeed authorized Purity to start shipping and billing me for the same lousy product in February. I told him this concerns me too because before you reach a human being via telephone at Purity Products (###-###-####), you are asked to verify certain account information. The system records the caller saying "yes" or "no". I mentioned if the company is crooked enough to start this scam of sending unwanted product after 4 months, it's crooked enough to insert the callers "yes" where needed. He advised it will be ** to 48 hours before they can respond to me on the February shipment. I also informed him that Purity Products is not authorized to charge my credit card any more. He stated that he has cancelled my account (cancellation number *********-****) and that Purity will not charge my credit card or send me product in the future. In the mean time, I've called my credit card company and am disputing both the February and May charges..

Desired Settlement: I would like authorization to return the unopened order from February (# ********) a pre-paid return label and a credit to my charge card in the amount of $89.88. I would like absolutely no more product shipments from Purity and written letter stating that they understand that I no longer care to do business with them and that they are not authorized under any circumstance to charge my credit card or bill me for any of their products.

Business Response:

 

I regret that Ms. *******’ experience with Purity Products was not a positive one.  Ms. ******* is a valuable customer and her satisfaction with Purity Products is very important to us.  At Purity Products, our goal has always been to exceed our customer’s expectations, to create fully satisfied customers and we work hard in this pursuit.

Our records indicate Ms. ******* has returned both orders and a full refund has been issued for same.

Thank you for bringing Ms. *******’ complaint to our attention.  It is important to Purity Products, Inc. to maintain positive customer relations and to do what we feel is appropriate to make sure that our customers are satisfied.  It has also given us the opportunity to review our practices to ensure that they are in full compliance with pertinent state and federal laws.

If you have any questions or ever would like more information about our company, please feel free to contact me.

Yours in good health,
****** **** ****** ******** ****** ******** ****** ************ *** ************ *** ******** ***** ********** ** ***** ******* ****************************** **********************

 

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# ******** and have determined that my complaint has NOT been resolved because:

 

I had requested written confirmation that purity products will not send me product, charge my credit card or bill me in the future.  Once I have this written confirmation, I will be satisfied.

 

Thank you,

 

 

 

 

In order for the BBB to appropriately process your response, you MUST answer the question above.


Sincerely,

**** *******




 

Business Response:

The Super Saver program has been canceled and no future deliveries are scheduled. 

Again, thank you for bringing Ms. *******’ complaint to our attention.  It is important to Purity Products, Inc. to maintain positive customer relations and to do what we feel is appropriate to make sure that our customers are satisfied.  It has also given us the opportunity to review our practices to ensure that they are in full compliance with pertinent state and federal laws.

If you have any questions or ever would like more information about our company, please feel free to contact me.

Yours in good health,
****** **** ****** ******** ****** ******** ****** ************ *** ************
*** ******** *****
********** ** ***** ******* ******************************
www.purityproducts.com

5/24/2013 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: I was told I could try the product with no obligation for $4.69 or close to that price. On 4/**, I was very clear that I wanted no automatic shipments, or future orders. I found a deduction of 169 dollars which I did not authorize on 5/**. When I called I was told that I had to be informed of that upfront. I told them I would never have agreed to that if it was made clear. I have cancelled my business with them and told them I want nothing in the future, however, I don't believe I will be credited the amount. She said it was subject to review. I am extremely upset by the misleading practice of this company and the fact that I am not inconvenienced by their deceiving practices. I discussed the issue with ext ****. The reception on the phone was horrible, I could only make out her name as ****.

Desired Settlement: Immediate refund to my checking account and no further contact or orders

Business Response:

*** *** **** *** ****** ******** ****** ** **** **** ******* **** ***** *** ***** ** ***** ********* *** ******** ***** **** ******

Dear Mediator,

I regret that *** ******** experience with Purity Products was not a positive one.  **. ****** is a valuable customer and her satisfaction with Purity Products is very important to us.  At Purity Products, our goal has always been to exceed our customer’s expectations, to create fully satisfied customers and we work hard in this pursuit.

Every weekend we give away over a thousand free bottles to customers across the U.S and Canada with no further obligations.  All of our free bottle offers come with an invitation to join our Super Saver Program and at any time the customer can decline to join the Super Saver and still get the free bottle; it is not mandatory and every customer has the option to accept or decline the Super saver offer.

Our records indicate **. ****** agreed to the Super Saver program when she placed the free bottle order.  As per our Refund Policy, refunds are cheerfully provided on all used or unused bottles returned within 60 days of receipt.  As a courtesy to **. ******, Purity Products will mail a UPS prepaid return label, free of charge, to facilitate the return of the package.  Upon receipt of order, a full refund will be issued.

Thank you for bringing *** ******** complaint to our attention.  It is important to Purity Products, Inc. to maintain positive customer relations and to do what we feel is appropriate to make sure that our customers are satisfied.  It has also given us the opportunity to review our practices to ensure that they are in full compliance with pertinent state and federal laws.

If you have any questions or ever would like more information about our company, please feel free to contact me.

Yours in good health,
****** **** ****** ******** ******
******** ****** ************ ***
************ *** ******** *****
********** ** ***** *******
******************************
********************** 

5/22/2013 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: This company debited our account $166.65 for NO REASON. My husband ordered a free trial 3 weeks ago with nothing tying him to any type of Subscription.

Desired Settlement: Company needs to refund us $166.65.

Business Response:

Mrs. ******,

 

I regret that your experience with Purity Products was not a positive one.  You’re a valuable customer and your satisfaction with Purity Products is very important to us.  At Purity Products, our goal has always been to exceed our customer’s expectations, to create fully satisfied customers and we work hard in this pursuit.

 

Unfortunately, I was not able to locate an account for you with the information provided to the BBB.  Please provide me with the address & the name the order was shipped to in order to respond to your complaint and or correct any issues with your account.

 

********* ****** **** ***** ****** *** ********* ***** *************

Phone ###-###-####

Yours in good health,
****** ****
Credit Manager, Purity Products 

5/19/2013 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: Purity Products continues to load my email box with product advertising. A few months ago, I purchased (and paid for) 2 bottles of their products. The "vitamins" were enormous. I chose to order nothing more, called Purity Products -Customer Care ************ (as best I can remember), and/or emailed Purity Products. I told Purity Products to remove me from their mail list. and to cease and desist in their attempts to sell me their stuff. No change. This is not a money or personnel issue. I just don't want to have to hear from them anymore.

Desired Settlement: Stop contacting me!

Business Response:

 

*** *** **** *** ****** ******** ****** ** **** **** ******* **** ***** *** ***** ** ***** ********* *** ******** **** ****

Dear Mediator,

I regret that *** **** experience with Purity Products was not a positive one.  *** **** is a valuable customer and his satisfaction with Purity Products is very important to us.  At Purity Products, our goal has always been to exceed our customer’s expectations, to create fully satisfied customers and we work hard in this pursuit.

As per *** ****’ request, we have removed his email address from our mailing list.  Please allow 48 hours for this change to go into effect.

Thank you for bringing *** **** complaint to our attention.  It is important to Purity Products, Inc. to maintain positive customer relations and to do what we feel is appropriate to make sure that our customers are satisfied.  It has also given us the opportunity to review our practices to ensure that they are in full compliance with pertinent state and federal laws.

If you have any questions or ever would like more information about our company, please feel free to contact me.

Yours in good health,
****** ****
Credit Manager, Purity Products
****** ************ *** ************
 *** ******** ***** ********** ** *****
******* ******************************
********************** 

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely, 

**** **** 



 

5/16/2013 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: On April **, I called this company and cancelled this offer, the trial offer was not what was advertised. I was told that my free bottle was shipped that I could still enjoy it for the 4.95 with no further obligation. On May *, they charged my credit card for 181.53. I called the company to find out why this charge was on my card and they stated that I had not cancelled the office and that is why I have the 181.53 charge. I then cancelled this again.

Desired Settlement: Cancel this customer #, account or trail offer. And do not ship me your product.

Business Response:

*** ** **** *** ****** ******** ****** ** **** **** ******* **** ***** *** ***** ** ***** ********* *** ******** ********* ** ******

Dear Mediator,

I regret that **** ******* experience with Purity Products was not a positive one.  **** ****** is a valuable customer and her satisfaction with Purity Products is very important to us.  At Purity Products, our goal has always been to exceed our customer’s expectations, to create fully satisfied customers and we work hard in this pursuit.

Every weekend we give away over a thousand free bottles to customers across the U.S and Canada with no further obligations.  All of our free bottle offers come with an invitation to join our Super Saver Program and at any time the customer can decline to join the Super Saver and still get the free bottle; it is not mandatory and every customer has the option to accept or decline the Super saver offer.

**** ****** called in response to our free bottle advertisement, the offer is as follows:

***By accepting our free bottle today, you become eligible to enjoy the benefits of our Super Saver. This simply guarantees you a lower price on this product and you will have 2 weeks to try the free bottle and then decide if it’s right for you. Then in about 2 weeks, we will ship you 3 bottles every 3 months at $18.95/$39.95 each, plus discounted shipping of just $4.95. This 3 month supply would save you more than 25% off the regular price.  However if you’re not satisfied for any reason, simply call our customer care number located on your free bottle within the first 2 weeks and you will not be charged or shipped anything further. Remember, the free bottle is yours to keep no matter what.  We look forward to getting you started as a Super Saver customer. Is this Okay?

Our records indicate **** ****** agreed to the Super Saver program for VITAMIN C MELT & KRILL OMEGA-3 SUPER FORMULA when she placed the free bottle order.  As per our Refund Policy, refunds are cheerfully provided on all used or unused bottles returned within 60 days of receipt.

Thank you for bringing **** ****** complaint to our attention.  It is important to Purity Products, Inc. to maintain positive customer relations and to do what we feel is appropriate to make sure that our customers are satisfied.  It has also given us the opportunity to review our practices to ensure that they are in full compliance with pertinent state and federal laws.

If you have any questions or ever would like more information about our company, please feel free to contact me.

Yours in good health,
****** **** ****** ******** ****** ******** ****** ************ *** ************ *** ******** ***** ********** ** ***** ******* ****************************** **********************

4/24/2013 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: My checking acct was debited $125 for product that I did not order. I returned the unopened package and was finally given a credit back to my acct of $120. They still owe me $5....I think they charged me for shipping. I'm angry because I did not place the order...and now they are charging me for shipping it back. I never ordered that product!

Desired Settlement: Please return all of my money....I did not order the product.

Business Response:

Dear Mediator,

I regret that **** *******’s experience with Purity Products was not a positive one.  **** ******* is a valuable customer and her satisfaction with Purity Products is very important to us.  At Purity Products, our goal has always been to exceed our customer’s expectations, to create fully satisfied customers and we work hard in this pursuit.

Our records indicate **** ******* ordered via the web and agreed to the Super Saver program for the AstaFX Super Formula when she placed the order.  The offer is as follows:

**By joining the Super Saver program, you will receive AstaFX Super Formula, which is a 3-month supply, charged to the payment method provided today. You will be guaranteed the low price of only $119.85 total (27% off the retail price) plus discounted shipping of just $4.95, and receive AstaFX Super Formula every 3 months.  This offer is completely risk free. Our goal is to exceed your expectations, if you are not completely satisfied, you may call our customer care department to customize or cancel your order**

**** ******* has returned the order and a full refund has been issued.  Unfortunately, shipping is not refundable.  The Super Saver program has been canceled.

Thank you for bringing **** *******’s complaint to our attention.  It is important to Purity Products, Inc. to maintain positive customer relations and to do what we feel is appropriate to make sure that our customers are satisfied.  It has also given us the opportunity to review our practices to ensure that they are in full compliance with pertinent state and federal laws.

If you have any questions or ever would like more information about our company, please feel free to contact me.

Yours in good health,
****** ****

4/18/2013 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: they advertise a product called Curcumega, but when the product is received it is really the same ingrediants as advertised, but in 2 sepaparte products, in two separate bottles, OptiKrill 500 and Ultimate Curcumin. So, instead of advertising the sale of both products, they pretend it is one and then switch the auto refill to a 3 month supply of both of the 2 bottles of product. They keep the consumer on hold waiting to cancel and then refuse to provide a written verification of the cancellation of the auto refill feature on the account. Despite having no qualms about sending me numerous advertisements to the email I gave them when i signed up for their advertised product, they refused to send a simple courtesy email to the same address with confirmation of my cancellation of their recurring $125 charge they have planned against the bank account I gave them for the shipping and handling on the advertised Order. Not nice; not consumer friendly; and I would never do buisiness with them again. Besides pushing overpriced products on unsuspecting consumers, they refused to do the right thing when a cancellation request is made. Who needs a company that treats people this way?

Desired Settlement: I want written confirmation that my cancellation was processed and that no further debits or other charges will be made against the bank account info I gave them. Then I want the owners of this business to go volunteer for hands on charity work - serving food to the hungry and homeless- to atone for their harsh, greedy treatment of the unwary.

Business Response:

Dear Mediator,

I regret that *** *********’s experience with Purity Products was not a positive one.  *** ********* is a valuable customer and his satisfaction with Purity Products is very important to us.  At Purity Products, our goal has always been to exceed our customer’s expectations, to create fully satisfied customers and we work hard in this pursuit.

Our records indicate *** ********* called our Customer Care Department on 4/**/13 and canceled the Super Saver program.

Thank you for bringing *** *********’s complaint to our attention.  It is important to Purity Products, Inc. to maintain positive customer relations and to do what we feel is appropriate to make sure that our customers are satisfied.  It has also given us the opportunity to review our practices to ensure that they are in full compliance with pertinent state and federal laws.

If you have any questions or ever would like more information about our company, please feel free to contact me.

Yours in good health,
****** ****

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# *******, and have determined that my complaint has NOT been resolved because:

 

They still have not sent ME written confirmation that they cancelled my account.  Neither did I receive any indication that the greedy owner of this business is doing any charity work to atone.

Their response is not what I asked for.  Unless I hear otherwise from them I will assume that *** ****** and Inconsiderate never did a days worth of charity work in his life.

Sincerely,

***** *********




 

4/5/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: The company has a super saver option that that sets up charges to an account months in advance. I called in 2012 to cancel this super saver shipping offer but received a charge to my account on March **, 2013. After informing the company of their error I was first told that they would reroute the package that had already been sent out and issue me a 50% credit up front and the remainder of the refund would be issued once the package was received back to them in the rerouting process. The next day I called back to inquire about the situation and was told that the superviser would be speaking to the credit department regarding the refund. I then called later again that day to follow up on the situation once more and was told by the automated system that there was a pending refund scheduled for the FULL amount of the order which relieved me to no end. I decided to call again on the evening of April *, 2013 and noticed that the pending refund was no longer pending. I then spoke to another representative as well as a superviser who informed me that they would not be able to issue a refund after all and that partial credits were out of the question as well. I was treated as an enemy instead of a valued customer. I was lied to, passed around from representative to representative, and belittled through the entire ordeal. This is a company that does not stand by its customers or promises and I am extremely disappointed.

Desired Settlement: I would like a full refund to be issued to my account on the grounds that I called in 2012 to cancel the super saving option on my account and because that was not honored a charge was made to my account for the amount of the order causing 3 overdraft charges to my bank account. I thankfully have a great and understanding bank that appreciates its customers and was able to take care of those overdraft charges as a courtesy to me.

Business Response:

 

***** *** **** *** ****** ******** ****** ** **** **** ******* **** ***** *** ***** ** ***** ********* *** ******** ****** *******

 

Dear Mediator,

I regret that ***. *******’ experience with Purity Products was not a positive one.  ***. ******* is a valuable customer and her satisfaction with Purity Products is very important to us.   At Purity Products, our goal has always been to exceed our customer’s expectations, to create fully satisfied customers and we work hard in this pursuit.

Our records indicate ***. ******* called our Customer Care department on 11/*/12 to cancel the Super Saver program; she agreed to remain on the Super Saver program with additional discounts and a delay on the next shipment set for 4/**/13.  The next order shipped as scheduled.  As per our Refund Policy, refunds are cheerfully provided on all used or unused bottles returned within 60 days of receipt.  The Super Saver program has been canceled.
      
Thank you for bringing ***. *******’ complaint to our attention.  It is important to Purity Products, Inc. to maintain positive customer relations and to do what we feel is appropriate to make sure that our customers are satisfied.  It has also given us the opportunity to review our practices to ensure that they are in full compliance with pertinent state and federal laws.

If you have any questions or ever would like more information about our company, please feel free to contact me.

Yours in good health,
****** ****
Credit Manager
****** ************ *** ************ *** ******** ***** ********** ** ***** ******* ******************************
**********************

 

Business Response:

 

Thank you for providing this information.  As noted previously, the information provided to customer regarding a refund was based on customer’s cancellation claim.  However, upon further reviewing of the call made by **** ******* on 11/**/12, it was confirmed via recorded conversation that she agreed to remain on the Super Saver program with additional discounts and a delay on the next shipment set for 4/**/13. 

**** ******* was given the option to call UPS at ###-###-#### and request to reroute the package to sender for a small fee payable to UPS.  If the package is returned to Purity Products, we will gladly credit her account.  
   
Again, thank you for bringing **** *******’ complaint to our attention.  It is important to Purity Products, Inc. to maintain positive customer relations and to do what we feel is appropriate to make sure that our customers are satisfied.  It has also given us the opportunity to review our practices to ensure that they are in full compliance with pertinent state and federal laws.

If you have any questions or ever would like more information about our company, please feel free to contact me.

Yours in good health,
****** ****
Credit Manager
Direct ###-###-####
Fax ###-###-####
*** ******** ***** ********** ** ***** ******* ******************************
**********************

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# *******, and have determined that my complaint has NOT been resolved because:

 

[Your Answer Here]

The company still insists on not taking any responsibility for their error and shift blame on the customer.

 

 

 

In order for the BBB to appropriately process your response, you MUST answer the question above.


Sincerely, ****** *******


 

3/21/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Cust# ********* Order#******** Ordered a free sample and received automatic mailings of prodcut not ordered. Called to cancel and was given a cancellation number (*************) and a return authorization number to put on the package (************). Package was returned by USPS with a return receipt on Monday 1/22/13 after receiving the package on Saturday 1/19/13. Received the return receipt in the mail on 1/25/13. Spoke to ***** on 2/13/13 and after asking if I had done everything as stated above, he told me to expect the full refund of $175.80 to be credited to my bank account within 3-5 business days. Called on 2/25/13 after never receiving the credit and was told they would not be giving me a credit and they tried to make me take 25% of the amount. I refused and had my daughter call them (I am 83 yo on SSN only making less than $1,000 a month and cannot afford to give up money that is mine). They now tell her they show no delivery of the package (even though I have a signed receipt that they do) and that I must produce the certified number from the post office before they will even consider refnding me. As of now I cannot fine the number and I bvelieve I have enough proof without it. There are hundreds of complaints on line about how this company preys on the elderly and I am proof of that.

Desired Settlement: Expecting a full refund of what this company took from my bank account without my permission. ( $175.80)

Business Response:

I regret that Mrs. ******’s experience with Purity Products was not a positive one.  Mrs. ****** is a valuable customer and her satisfaction with Purity Products is very important to us.   At Purity Products, our goal has always been to exceed our customer’s expectations, to create fully satisfied customers and we work hard in this pursuit.

Unfortunately, we have no records of receiving the order at our warehouse.  Mrs. ****** may provide us with a returned receipt and we will gladly issue credit for this order.  As a courtesy to Mrs. ******, we have credited her account $68.92 and once the order is received, we will credit the remainder balance.
    
Thank you for bringing Mrs. ******’s complaint to our attention.  It is important to Purity Products, Inc. to maintain positive customer relations and to do what we feel is appropriate to make sure that our customers are satisfied.  It has also given us the opportunity to review our practices to ensure that they are in full compliance with pertinent state and federal laws.

If you have any questions or ever would like more information about our company, please feel free to contact me.

Yours in good health,

Consumer Response:

Please see the attached return receipt my daughter received back in the mail on 1/25/13. (The returned package was put in the mail in the NYC post office on 1/22/13, the first business day after receipt of the package from Purity)

Although the right side was ripped incorrectly and the receipt date is not showing, the bar code for delivery is in the bottom margin of the document.

I confirmed with the post office they use this to confim delivery.

Please let me know if you have any problems viewing the attachment.

Business Response:

Thank you for providing this information.  The enclosed returned receipt is incomplete as it does not have the Post Office returned stamp, is missing the date processed & a tracking number; also the signature is not a known signature at our establishment.  As a courtesy to Mrs. ******, we have credited her account the balance of $101.93 although the order has not been received at our warehouse.

Again, thank you for bringing Mrs. ******’s complaint to our attention.  It is important to Purity Products, Inc. to maintain positive customer relations and to do what we feel is appropriate to make sure that our customers are satisfied.  It has also given us the opportunity to review our practices to ensure that they are in full compliance with pertinent state and federal laws.

If you have any questions or ever would like more information about our company, please feel free to contact me.

Yours in good health,

3/21/2013 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: They are making us pay for shipping to send back a product that we did not order, we canciled the product in October of 2012. They also charged my account without permission.

Desired Settlement: pay for shipping

Business Response:

 

I regret that Mrs. ******’s experience with Purity Products was not a positive one.  Mrs. ****** is a valuable customer and her satisfaction with Purity Products is very important to us.   At Purity Products, our goal has always been to exceed our customer’s expectations, to create fully satisfied customers and we work hard in this pursuit.

Our records indicate Mrs. ****** called our Customer Care department to cancel the Super Saver program; she agreed to remain on the Super Saver program with a delay on the next shipment and additional discounts.  The next order shipped as scheduled.  As per our Refund Policy, refunds are cheerfully provided on all used or unused bottles returned within 60 days of receipt.  The Super Saver program has been canceled.

Thank you for bringing Mrs. ******’s complaint to our attention.  It is important to Purity Products, Inc. to maintain positive customer relations and to do what we feel is appropriate to make sure that our customers are satisfied.  It has also given us the opportunity to review our practices to ensure that they are in full compliance with pertinent state and federal laws.

If you have any questions or ever would like more information about our company, please feel free to contact me.

Yours in good health,
****** ****

 

3/11/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I am enrolled in an 'auto-ship' program for vitamins. I am being shipped products so fast that I can't possibly use them. I have tried contacting them on numerous occasions, but when I try to contact the various numbers they offer for Customer Service so that I can cancel my account or to obtain their required RA to return the oversupply of product, I reach their automated phone service which ultimately puts me on hold for so long that I give up trying. I feel their phone service deliberately prevents access to anyone to speak with to resolve problems or obtain an RA.

Desired Settlement: I am returning the last 2 shipments with a letter enclosed since I can't obtain the RA. I want my account cancelled and no further shipments to be delivered. I do not want them to ever contact me again.

Business Response:

 

I regret that Mrs. ***********’s experience with Purity Products was not a positive one.  Mrs. *********** is a valuable customer and her satisfaction with Purity Products is very important to us.   At Purity Products, our goal has always been to exceed our customer’s expectations, to create fully satisfied customers and we work hard in this pursuit.

Thank you for taking the time to share your complaint with us.  I appreciate you providing this feedback in such a reasonable and constructive manner.  As a manager, I would like to apologize sincerely for the long wait time you faced while trying to contact our Customer Care Department.  Recently we’ve experienced a high call volume; we have new staff on the way to ensure that this will not happen again.  All future orders have been canceled.  A UPS return label has been sent, free of charge, to facilitate the return of the order and once received, a full refund will be issued.

At Purity Products, our mission is to create the very satisfied customer, one customer at a time.  On behalf of the Customer Care team, please accept my apologies.
 
Thank you for bringing Mrs. ***********’s complaint to our attention.  It is important to Purity Products, Inc. to maintain positive customer relations and to do what we feel is appropriate to make sure that our customers are satisfied.  It has also given us the opportunity to review our practices to ensure that they are in full compliance with pertinent state and federal laws.

If you have any questions or ever would like more information about our company, please feel free to contact me.

Yours in good health

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# *******, and have determined that my complaint has NOT been resolved because:

I will see if they in fact refund the charges as requested.  I mailed back the product before they responded to me with an RA, but a letter did accompany the products.

[Your Answer Here]

 

 

 

 

In order for the BBB to appropriately process your response, you MUST answer the question above.


Sincerely,

****** *********** 



 

Business Response:
As noted previously, once the order is received a full refund will be issued.
 
Thank you for bringing Mrs. ***********’s complaint to our attention.  It is important to Purity Products, Inc. to maintain positive customer relations and to do what we feel is appropriate to make sure that our customers are satisfied.  It has also given us the opportunity to review our practices to ensure that they are in full compliance with pertinent state and federal laws.

 

If you have any questions or ever would like more information about our company, please feel free to contact me.

Yours in good health,

 

 

 

3/11/2013 Delivery Issues | Read Complaint Details
X

Additional Notes

Complaint: Purity Products stated that product would be" mailed" to me. I was not at the address for 2-3 months and did a forwarding change of address through the Post Office. The product was delivered by UPS (not mailed as stated when ordering) and left at front door. When I returned the product was destroyed due to being left outside in the elements. All mail including other orders from other companies was forwarded. Because I was told that packages would be mailed, the forwarding information provided to the Post Office would have taken care of the package being sent to second address. Additionally, because I was not at the address package was delivered to for over sixty days the return policy was void. My contact with customer service was not a good experience! I was told that it is their choice on the method of shipment (I was never made aware of this until contact with customer service). I actually never recieved the product in a usable state. The container and product was basically destroyed from rain/elements when I returned and was disgarded. Contact was made with credit card company relative to not receiving (usable) product. There was no "satisfaction" of product or customer service which was stated in original phone contact.

Business Response:

 

I regret that Mr. *****’ experience with Purity Products was not a positive one.  Mr. ***** is a valuable customer and his satisfaction with Purity Products is very important to us.  At Purity Products, our goal has always been to exceed our customer’s expectations, to create fully satisfied customers and we work hard in this pursuit.

Our records indicate Mr. ***** called to place an order and agreed to the Super Saver program for the Vital Brilliance Formula and Vital Maca Super Formula.  The offer is as follows:

**By joining the Super Saver program, you will receive 3 Vital Brilliance Formula and Vital Maca Super Formula, which is a 3-month supply, charged to the payment method provided today. You will be guaranteed the low price of only $160.83 total (27% off the retail price), and receive Vital Brilliance Formula and Vital Maca Super Formula every 3 months.  This offer is completely risk free. Our goal is to exceed your expectations, if you are not completely satisfied, you may call our customer care department to customize or cancel your order**

On September 18, 2012 the order processed as scheduled and shipped; an email confirmation was sent to *********************.  Mr. ***** never contacted our Customer Care department, nor did he respond to the email.  Had he alerted us, we would have been more than happy to retrieve the package or have it forwarded to the other address.  Currently, Mr. ***** is disputing the charges with his credit card company.  Unfortunately, as per our refund policy, customer no longer qualifies for refund.

Our refund policy is printed on all invoices and is as follows:

Refund Policy - Refunds cheerfully provided on all used or unused bottles returned within 60 days of receipt. Please call Customer Care within 60 days at ###-###-#### to obtain a return authorization.  Again, you must return your used and/or unused bottles to receive a refund within 60 days.

Thank you for bringing Mr. *****’ complaint to our attention.  It is important to Purity Products, Inc. to maintain positive customer relations and to do what we feel is appropriate to make sure that our customers are satisfied.  It has also given us the opportunity to review our practices to ensure that they are in full compliance with pertinent state and federal laws.

If you have any questions or ever would like more information about our company, please feel free to contact me.

Yours in good health,

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# *******, and have determined that my complaint has NOT been resolved because:

 

[Your Answer Here]

Again, Purity Products changed the previously informed delivery method from US mail to UPS service.  Therefore, they were not contacted because I was looking for mail delivery to the secondary address.  Secondly, I did not receive the product within the 60 days relative to their return policy and did not receive their invoice with their return policy noted. As previously stated, the product was destroyed due to the package being delivered and left outside for over 2 months. 

 

 

 

In order for the BBB to appropriately process your response, you MUST answer the question above.


Sincerely,

****** ***** 



 

Business Response:

As noted previously, On September 18, 2012 the order processed as scheduled and shipped; an email confirmation was sent to *********************.  Mr. ***** never contacted our Customer Care department, nor did he respond to the email.  Had he alerted us, we would have been more than happy to retrieve the package or have it forwarded to the other address.  Currently, Mr. ***** is disputing the charges with his credit card company.  Unfortunately, as per our refund policy, customer no longer qualifies for refund. 

Again, thank you for bringing Mr. *****’ complaint to our attention.  It is important to Purity Products, Inc. to maintain positive customer relations and to do what we feel is appropriate to make sure that our customers are satisfied.  It has also given us the opportunity to review our practices to ensure that they are in full compliance with pertinent state and federal laws.

If you have any questions or ever would like more information about our company, please feel free to contact me.

Yours in good health,

3/4/2013 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: I signed up for a free trial of their products. I went out of town and found the box of their products in my house upon my return. I did not see the need to open it as I needed to take care of other pertinent issues in my household. I have still yet to open the box that says "free Bottle inside". I got a free bottle and I should be able to open it at my leisure. Today, I received yet another box, that I did not ask for or order. When I called their number, I asked, "why am I being sent another box". They said, " there are instructions in the first box, and if you don't cancel per the instructions, then we will send products to you and charge your card" This is not ethical business practice and doing business should not be a gimmick. They may have gained a customer, had they let me try their products and perhaps from a good relatioonship with me and I may have done business with them in the future. This is not good business practice. I am glad I have a little memory left so I can defend myself. I cannot imagine the racket this company poses to seniors with slight dementia. I am now left to pay the shipping charges to them to get their product back to them. I am very upset and also I should not have to eal with an argumentative lady on the other line. This should not have happened and I shouldnt pay anything for a "FREE TRIAL" or "FREE PRODUCTS"

Desired Settlement: I shouldnt have to pay to ship you back unwanted, orders not place by a person. You had no authorization to charge my card, but charged it because of a stipulation written in an unopened box of a "free bottle inside"

Business Response:

 

I regret that Mrs. *******’s experience with Purity Products was not a positive one.  Mrs. ******* is a valuable customer and her satisfaction with Purity Products is very important to us.   At Purity Products, our goal has always been to exceed our customer’s expectations, to create fully satisfied customers and we work hard in this pursuit.

Every weekend we give away over a thousand free bottles to customers across the U.S and Canada with no further obligations.  All of our free bottle offers come with an invitation to join our Super Saver Program and at any time the customer can decline to join the Super Saver and still get the free bottle; it is not mandatory and every customer has the option to accept or decline the Super saver offer.

Mrs. ******* called in response to our free bottle advertisement, the offer is as follows:

***By accepting our free bottle today, you become eligible to enjoy the benefits of our Super Saver. This simply guarantees you a lower price on this product and you will have 15 days to try the free bottle and then decide if it’s right for you. Then in about 3 weeks, we will ship you 3 bottles every 3 months at $22/$34.95 each, plus discounted shipping of just $4.95. This 3 month supply would save you more than 25% off the regular price.  However if you’re not satisfied for any reason, simply call our customer care number located on your free bottle within the first 15 days, and you will not be charged or shipped anything further. Remember, the free bottle is yours to keep no matter what.  We look forward to getting you started as a Super Saver customer. Is this Okay?

Our records indicate Mrs. ******* agreed to the Super Saver program for Optikrill 500 Formula & H/A Joint Formula when she placed the free bottle order.  As per our Refund Policy, refunds cheerfully provided on all used or unused bottles returned within 60 days of receipt.
      
Again, thank you for bringing Mrs. *******’s complaint to our attention.  It is important to Purity Products, Inc. to maintain positive customer relations and to do what we feel is appropriate to make sure that our customers are satisfied.  It has also given us the opportunity to review our practices to ensure that they are in full compliance with pertinent state and federal laws.

If you have any questions or ever would like more information about our company, please feel free to contact me.

Yours in good health,

3/1/2013 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I ordered some vitamins on line (and paid for them). The day I recieved them, I called to cancel any further orders (which took me about 3 hours to get ahold of a person after being on hold and getting hung up on several times) I talked to someone and canceled any further orders. I just got$211.06 taken off my visa and had another shipment sent to me. After another 2 hours of trying to get ahold of someone at the company, because I called hung up on 4 times, they said I will get reinbursed except I am out of pocket for taxes plus I have to pay to ship it back. They said they had no record of me canceleing before (which is a lie) and I believe this is a huge scam because i was always getting hung up on when I called from my house number. They only answered when |I called from a blocked cell number.

Desired Settlement: I want a FULL refund of the $211.06 plus the money it costs to return the items to them.

Business Response:

 

I regret that Mrs. *******’ experience with Purity Products was not a positive one.  Mrs. ******* is a valuable customer and her satisfaction with Purity Products is very important to us.   At Purity Products, our goal has always been to exceed our customer’s expectations, to create fully satisfied customers and we work hard in this pursuit.

My apologies, our records indicate Mrs. ******* had canceled the Super Saver program; unfortunately, our agent, who was fairly new, failed to make necessary changes.  Recently we’ve experienced a high call volume and we’re truly sorry for the long wait time.  We have new staff on the way to ensure that this will not happen again.  All future orders have been canceled and a full refund has been issued.  Mrs. ******* may submit return shipping charges for reimbursement.  

At Purity Products, our mission is to create the very satisfied customer, one customer at a time.  On behalf of the Customer Care team, please accept my apologies.

Thank you for bringing Mrs. *******’s complaint to our attention.  It is important to Purity Products, Inc. to maintain positive customer relations and to do what we feel is appropriate to make sure that our customers are satisfied.  It has also given us the opportunity to review our practices to ensure that they are in full compliance with pertinent state and federal laws.

If you have any questions or ever would like more information about our company, please feel free to contact me.

Yours in good health,

 

2/27/2013 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I have call purity products several times to cancel my 'auto order'. they refuse to cancel it and continue to charge my bank account. This company practices unsavory business practices with less than satisfying customer service.

Desired Settlement: They have now charged my account twice for the amount of $109.80. I would like both of those debits credited back.

Business Response:

I regret that Mr. ************’s experience with Purity Products was not a positive one.  Mr. ************ is a valuable customer, and his satisfaction with Purity Products is very important to us.  Our goal has always been to exceed our customer's expectations, to create fully satisfied customers and we work hard in this pursuit.  
 
Mr. ************ was on the super saver program since October 2012 until February 2013.  He was getting 3 bottles of H/A Joint Formula every 3 months; his last order was 02/2013.  The program is as follows:

**By joining the Super Saver program, you will receive 3 H/A Joint Formula, which is a 3-month supply, charged to the payment method provided today. You will be guaranteed the low price of only $119.95 total (26% below our regular price), and receive H/A Joint Formula every 3 months.  All Super Saver orders are shipped at a discounted rate of $4.95.  This offer is completely risk free. Our goal is to exceed your expectations, if you are not completely satisfied, you may call our customer care department to customize or cancel your order**

We would be more than happy to give Mr. ************ a full refund, if he wishes to return the order.  Our return policy is 60 days money back guarantee for orders returned within 60 days of purchased, as printed on the invoice.  As a courtesy to Mr. ************, Purity Products has credited $52.42, 50% off the order.  Upon receipt of the order, the remainder balance will be issued.
 
Thank you for bringing Mr. ************’s complaint to our attention.  It is important to Purity Products, Inc. to maintain positive customer relations and to do what we feel is appropriate to make sure that our customers are satisfied.  It has also given us the opportunity to review our practices to ensure that they are in full compliance with pertinent state and federal laws.

Yours in good health,
****** ****
Credit Manager

2/14/2013 Billing/Collection Issues
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2/5/2013 Delivery Issues
1/31/2013 Billing/Collection Issues
1/25/2013 Billing/Collection Issues
1/18/2013 Advertising/Sales Issues
1/17/2013 Problems with Product/Service
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12/20/2012 Problems with Product/Service
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10/29/2012 Problems with Product/Service
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10/22/2012 Billing/Collection Issues
10/22/2012 Billing/Collection Issues
10/16/2012 Advertising/Sales Issues
10/13/2012 Problems with Product/Service
10/9/2012 Billing/Collection Issues
10/2/2012 Billing/Collection Issues
10/1/2012 Billing/Collection Issues
9/27/2012 Problems with Product/Service
9/27/2012 Billing/Collection Issues
9/26/2012 Billing/Collection Issues
9/22/2012 Billing/Collection Issues
9/20/2012 Problems with Product/Service
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8/22/2012 Billing/Collection Issues
8/3/2012 Advertising/Sales Issues
7/30/2012 Problems with Product/Service
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6/21/2012 Billing/Collection Issues
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6/20/2012 Delivery Issues
6/19/2012 Problems with Product/Service
6/19/2012 Billing/Collection Issues
6/18/2012 Advertising/Sales Issues
6/15/2012 Billing/Collection Issues
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5/1/2012 Billing/Collection Issues
5/1/2012 Advertising/Sales Issues
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4/7/2012 Advertising/Sales Issues
3/31/2012 Problems with Product/Service