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Central, Northern and Western Arizona

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Vemma Nutrition Company

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Phone: (480) 927-8999 Fax: (480) 927-8665 View Additional Phone Numbers 1621 W Rio Salado Pkwy, Tempe, AZ 85281 http://www.vemma.com

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BBB Accreditation

This business is not BBB accredited.

Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation.

To be accredited by BBB, a business must apply for accreditation and BBB must determine that the business meets BBB accreditation standards, which include a commitment to make a good faith effort to resolve any consumer complaints. BBB Accredited Businesses must pay a fee for accreditation review/monitoring and for support of BBB services to the public.

Reason for Rating

BBB rating is based on 16 factors. Get the details about the factors considered.

Factors that lowered the rating for Vemma Nutrition Company include:

  • 46 complaints filed against business

Factors that raised the rating for Vemma Nutrition Company include:

  • Length of time business has been operating.
  • Response to 46 complaint(s) filed against business.
  • Resolution of complaint(s) filed against business.
  • BBB has sufficient background information on this business.


Customer Complaints Summary Read complaint details

46 complaints closed with BBB in last 3 years | 17 closed in last 12 months
Complaint Type Total Closed Complaints
Advertising/Sales Issues 9
Billing/Collection Issues 14
Delivery Issues 5
Guarantee/Warranty Issues 3
Problems with Product/Service 15
Total Closed Complaints 46

Additional Complaint Information

Consumer complaints for Vemma allege advertising, billing/collection, delivery, service and contract issues.  Complainants allege this company offers a business opportunity to become a brand partner for nutritional products, which primarily involve a drink called "Verve". Complainants allege paying $9.95 to $2,000 for materials and/or products to become a brand partner. Some complainants allege difficulty canceling if they have second thoughts.  In some cases, the company has responded to complainants that a third party marketing company interacted and billed the consumer, absolving Vemma of responsibility for a refund. Other complaints allege shipping issues and difficulty and confusion obtaining refunds for products consumers return to the company.  Some complainants allege shipping costs (usually $39.95) are charged even though the consumer cancelled before the items were shipped. Some consumers allege confusion over the auto ship program and dispute charges the company bills them via credit card on a monthly basis.  Vemma is currently responding to all BBB consumer complaints and concerns.

Recently, BBB has received a high volume of consumer inquiries regarding this company from consumers that may not have filed a complaint. Inquiries allege concerns that the company may be targeting high school or college students for the brand partner program for "Verve".  On February 22, 2013, BBB met with principals of Vemma to discuss these concerns. Vemma responded with modifications to the brand partner agreement involving minors. BBB continues to work with the principals of Vemma and the company has expressed a continued desire to resolve all BBB and customer concerns.

Customer Reviews Summary Read customer reviews

225 Customer Reviews on Vemma Nutrition Company
Customer Experience Total Customer Reviews
Positive Experience 213
Neutral Experience 2
Negative Experience 10
Total Customer Reviews 225

Additional Information

top
BBB file opened: January 09, 2007 Business started: 09/09/2004 in AZ Business started locally: 09/09/2004 Business incorporated: 09/09/2004 in AZ
Type of Entity

Corporation

Business Management
Mr. Benson K. Boreyko, President Mr. Brad Wayment, Chief Operating Officer
Contact Information
Principal: Mr. Benson K. Boreyko, President
Customer Contact: Ms. Michelle L Cohen, Legal Compliance Specialist
Business Category

Multi-Level Selling Companies Health & Diet Products - Retail Vitamins & Food Supplements Business Opportunity Companies

Alternate Business Names
Vemma Vemma Nutrition Corp Verve

Customer Review Rating plus BBB Rating Summary

Vemma Nutrition Company has received 0 out of 5 stars based on 0 Customer Reviews and a BBB Rating of C+.

BBB Customer Review Rating plus BBB Rating Overview

Additional Locations

  • THIS LOCATION IS NOT BBB ACCREDITED

    1621 W Rio Salado Pkwy

    Tempe, AZ 85281 (480) 927-8667

  • THIS LOCATION IS NOT BBB ACCREDITED

    407 S 107th Ave Ste C52

    Tolleson, AZ 85353

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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

  • (480) 927-8667(Phone)
  • (480) 927-8668(Phone)
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Complaint Detail(s)

9/6/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: This company allowed another member to receive 3 months worth of products being charged off or my credit card without my permission! They are trying to say that auto delivery was set up online me that is a lie! myself and 2 leads specifically checked to make sure that the auto delivery was turned off and it was They are refusing to refund my money that they took without permission!!!

Desired Settlement: I want all 3 months refunded in full and they can charge the person that they were originally supposed to and that they sent the product to

Business Response: Dear Ms. *****,

This letter is in response to your correspondence dated August 23, 2014 regarding complaint ID #******* from ******** *******.

Vemma Nutrition Company is a direct selling company that markets dietary and nutritional supplements to customers through a network of independent distributors referred to as "Affiliates."   Affiliates are independent contractors eligible to earn weekly commissions based on their volume of sales.

In Ms. *******'s complaint she stated that another affiliate, ******* ****, received three months worth of product that she paid for totaling $447.00 and that Vemma is refusing to issue her a refund for those orders. She submitted her complaint to Vemma on August 21, 2014 and was notified that because she signed up the account through her password protected back office, and created the order and auto delivery herself, ultimately authorizing Mr. ******* **** to receive product that she has paid for that she would need to reach out to him regarding returning product or obtaining repayment. She specified that she contacted Vemma and two customer service leads confirmed that all orders on her account were cancelled. We have pulled the calls from Ms. *******'s telephone number and Ihave attached the call where she requested to cancel her auto delivery and never specifies that she used her credit card on another Affiliate's account.

As a courtesy, we have processed credits for the three orders on Mr. ****'s account and Ms. ******* should see them in her financial institution within ten business days.

We appreciate the opportunity to respond and hope that Ms. ******* finds this a satisfactory  resolution to her complaint against Vemma.

If you have any questions please feel free to contact me at ###-###-####.

Sincerely,

 

BBB's Final Determination: Consumer accepted resolution offered by the business.

8/21/2014 Billing/Collection Issues
6/28/2014 Billing/Collection Issues
6/21/2014 Advertising/Sales Issues
6/3/2014 Problems with Product/Service
5/29/2014 Billing/Collection Issues
5/27/2014 Problems with Product/Service
5/22/2014 Problems with Product/Service
4/30/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: This business is far from honest. they don't tell their potential clients about the fact that they have a c+ rating from the better business beurou. Why is that I wonder. they also failed to tell me of all the separate charges that would be automatically coming out of my account until the very last second, Giving the false hope that I can start a business for under five hundred dollars! I believe I read that there is a money back garantee on both the ***duct and the money used to "start a company". I have the report on my checking account I have noticed there are quite a few charges from outside parties that are coming out of my account with out my knowledge. I have to say I am very disappointed in the fact that they knew I was a single mother of a young child trying to make my way and they still felt the need to take 299.00 from my account for a dvd and ***ducts that obviously have a horrible rating and there are many people that are unsatisfied with. I also believe that the misleading wording and the three way phone calls are made to disorient and confuse people into thinking that this business will actually be worth the two thousand dollars they tried to get from my account last night. I am not impressed and would like this issue resolved as soon as possible.

Desired Settlement: I want the 299.00 I spent thinking I was paying to start up my own business when actually all I was purchasing was overpriced energy drinks that from whet I have researched since don't taste good and don't work!

Business Response:

Dear Ms. *****,

This letter is in response to your correspondence dated April 17, 2014 regarding complaint ID #******** from **** *******.

Vemma Nutrition Company is a direct selling company that markets dietary and nutritional supplements to customers through a network of independent distributors referred to as “Affiliates.”  Affiliates are independent contractors eligible to earn weekly commissions based on their volume of sales.

Ms. ******* joined Vemma on April 13, 2014 through a third party internet marketing company, ****** *** ******* (***). ****** *** ******* is not owned or operated by Vemma Nutrition Company.  At that time Ms. ******* placed an order through *** for a Starter Media Pack, totaling $313.95 including shipping ($299.95 + $14.00).

Ms. ******* contacted Vemma’s customer service department on April 17, 2014 to inquire about returning the ***ducts she ordered. At that time she was given an RMA number (return merchandise authorization), advised of Vemma’s 30 day return policy, and she was ***vided with a phone number to contact ***.

Ms. *******’s full order was received in our warehouse on April 24, 2014 and a full credit minus shipping was issued on April 28, 2014. There have been no additional charges to Ms. ******* from Vemma Nutrition Company. 

Vemma takes great pride in its world class customer service and if there are any additional charges to Ms. ******* from Vemma Nutrition Company we would be happy to investigate further.   

We appreciate the opportunity to respond to Ms. *******’s complaint.  If you have any questions please feel free to contact me at ###-###-####.

 Sincerely,

******** *******, Compliance Analyst
********@*********

BBB's Final Determination: Consumer accepted resolution offered by the business.

4/3/2014 Billing/Collection Issues
3/28/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: On Dec. 26, 2013 I was recruited into the Vemma Nutrition Company through a third party VemmaBuilder. **** ****** my enroller who I never heard from after he convinced me to join this Multi Level Marketing Scam for $19.95/mo. plus the cost of some very expensive products. I was convinced to purchase the most expensive but supposedly the best one for $80.00/mo. and my wife was convinced to purchase the weight loss products two boxes with 16 servings and a shaker bottle for $112.00. The Bode-e Rest for nighttime tastes like urine and the Bode-e Burn have not helped at all. We spent well over $1,431.13 from Dec-Mar. were discriminated upon by their inadequate and false advertising of their product and business opportunity. My number one complaint.Now in March I decided that the $19.95 I was paying them to help me build my business with more recruits which they said they would take care of by recruiting 80% of members placed in my Success Line. Yes they placed over 3000 people in my ACCT none under my Success Line where I would get paid for the sales. After 3 months we decided the $19.95 a month was a waste of money we didn't get any payment for the recruits and the products we bought. I called Home Office and explained that VemmaBuilder was not holding up to their claim of making some money within a couple of months with their $19.95/mo. system. The Rep. informed me to resign from VemmaBuilder which she did right on the phone with me and then instructed me to go to the Company Website and open another account without the third party. That was March 19, 2014 on March 21, 2014 I opened another account and asked the people I enrolled to do the same so they would continue to be in my MLM. One of my recruits didn't close his account and just opened another one so that gave him two active ACCT'S, then there were several other members one with four accounts, and three more with two active accounts each! I called to inform them of this the Rep. terminated me after having bought $1400+ of products

Desired Settlement: I would like to be reimbursed for all the products that we bought $1431.13 plus $13,568.87 for a total of $15,000.00 which is the amount I could have made in a one month period if I would have had the opportunity which they Discriminately and Unjustly took away from me while at the same time allowing other people to keep their accounts even though they had two active accounts and I only had one active account and one that they had me resign from this was not my doing as they are implying.

Business Response: March 28, 2014
 
 
******* *****
Better Business Bureau
**** ** **** ****** ******** ** **********
 
Dear *** *****,
This letter is in response to your correspondence dated March 20, 2014 regarding complaint ID #9977143 from ******** ****** ********.
Vemma Nutrition Company is a direct selling company that markets dietary and nutritional supplements to customers through a network of independent distributors referred to as “Affiliates.”  Affiliates are independent contractors eligible to earn weekly commissions based on their volume of sales.
Mr. ******** initially joined Vemma on December 26, 2013 through a third party internet marketing company, ************.com. ************.com is not owned or operated by Vemma Nutrition Company.  Mr. ******** also went on to create numerous additional accounts, placing various product orders on all accounts. 
While we are unable to assist Mr. ******** with the $19.95 charges he received from joining ************.com, we are happy to assist him with any returns of Vemma products that he was not satisfied with.  Vemma offers a generous 30 day return policy as well as a buy-back policy.  Both can be reviewed online at http://www.vemma.com/backoffice/pdf/vemmapnp.pdf. In regards to the charges from ************ he can work directly with them by emailing *******@************.com.
Mr. ******** claims he is entitled to $15,000 however he did not build a business or earn commissions in the requested amount. Vemma does not make any income claims or promises to its Affiliates.  The success or failure of each individual is dependent on their own efforts. The Company has generally expected results which can be obtained by visiting the Income Disclosure Statement available on our website at http://www.vemma.com/backoffice/pdf/income-disclosure.pdf.
Mr. ******** stated that he called Vemma Nutrition Company and we resigned his ************ account. Unfortunately since we do not own ************ and we do not have access to their marketing system there is no way we could have cancelled that account. Mr. ******** would have been advised to contact ************ directly with his request to cancel.
 
While this is an unfortunate situation we have cancelled all of the accounts Mr. ******** created to ensure there are no further charges. In addition I have emailed ************ advising them of this complaint so they are aware and can assist Mr. ********.
 
We appreciate the opportunity to respond and hope that Mr. ******** finds this a satisfactory resolution to his complaint against Vemma Nutrition Company.  If he wishes to return any of the products he ordered previously we will be happy to assist him.  He can contact Affiliate Services at ************ for assistance with his returns.
 
If you have any questions please feel free to contact me at ***** ********.
 
Sincerely,
           
 

******** *******, Compliance Analyst
******************

vemma.com
facebook.com/vemma
twitter.com/vemma
 
 

Consumer Response:

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID 9977143, and find that this resolution would be satisfactory to me.  I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

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


 

 

BBB's Final Determination: Consumer accepted resolution offered by the business.

3/11/2014 Problems with Product/Service
12/21/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: To Whom It May Concern, I signed up with Vemma Nutrition Company on 7th of November as a “brand partner”. Being a brand partner gives one an opportunity to make sales and get paid by the company via a compensation plan. I was charged $499.95 plus shipping for a package called “silver package” which included: 48 cans of Verve Energy Drink (8.3-oz. can); 48 cans of Verve Bold Energy Drink (8.3-oz. can); 24 cans of Verve Zero Sugar Energy Drink (8.3-oz. can); 24 cans of Verve ParTea Energy Drink (8.3-oz. can); 24 bottles of Verve Energy Shot (2-oz. bottles); 1 Vemma Success Kit. Vemma Company was supposed to set up a website, so I could sell their products to customers through this website. Unfortunately, they failed to do so. After numerous calls(within a period of 2 weeks) to brand partner customer service and empty promises that everything would be fixed within 48 hours I had no choice but to cancel my membership and resign. I spoke to customer service rep and I explained my frustration. I was also reassured that I would be refunded for all unused products. I only used 5 items of the products, totaling $15(based on the Vemma website prices) which left me with the balance of $484 and some change. They provided me with RMA number (4641844) and prepaid return shipping labels. I sent the packages back to the warehouse via FedEx and in a few days I received a notification e-mail from the shipper that the packages were delivered. Unfortunately, Vemma only refunded me $129.60. Of course, I called them on December the 2nd and they told me it would take 72 hours to have a resolution of the issue. So far nothing and I am beginning to believe that they will never issue a refund for the balance of $355. They did not call me either, although I was told they would. I would like to emphasize that the whole chain of unfortunate events was caused by the business not me. Their negligence and lack of communication on their side, as well as a total failure to deliver forced me to take this action. Needless to say but a company like Vemma should not act in such dishonest way! I am ready to provide copies of my invoice, FedEx delivery confirmation e-mail and a copy of my credit card statement for the partial refund if needed. Sincerely, ******** ********* Tel. ###-###-####

Desired Settlement: Customer service told me that after subtracting the used products (5 cans, totaling $15) I would get the balance: $484 and change. So far the company has refunded me only $129.60. I demand the rest of the refund- $355

Business Response: Dear MS. ********,

Please see the attached correspondence regardingcomplaint # ******* - ******** *********.

Please let me know if you have any questions.

Sincerely,

******** *******
******************
###-###-####

December 13, 2013

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

Better Business Bureau

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

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

Dear Ms. ********,

This letter is in response to your correspondence dated December 10, 2013 regarding complaint ID#******* from ******** *********.

Vemma Nutrition Company is a direct selling company that markets dietary and nutritional supplements to customers through a network of independent distributors referred to as “Brand Partners.”  Brand Partners are independent contractors eligible to earn weekly commissions based on their volume of sales.

Mr. ********* joined Vemma on November 7, 2013.  At the time of signup he placed an order for a Silver Builder pack totaling $547.95 (including shipping and taxes).  All Brand Partners who join Vemma do receive a free website to market their Vemma business.  Unfortunately there were some issues with setting up Mr. *********’s website. He promptly contacted us and our Brand Partner Services Department worked with our IT department as well as our Europe affiliates to get Mr. *********’s website working.  During the timeframe it took to resolve the issue, there were several phone calls between Mr. ********* and Brand Partner Services and he was aware that the problem was being worked on.  (Websites are hosted/managed through a 3rd party company in Europe, so there were some delays due to the time differences involved). 

On November 18 Mr. ********* contacted Brand Partner Services and requested to resign his account, He was advised at that time that his website was working, however he inquired about returning his products and was provided with an RMA number (return merchandise authorization) as well as a free shipping label to return the products.  Generally Brand Partners have to pay for shipping to return products they ordered, but the free shipping label was provided as a courtesy due to the ongoing challenges Mr. ********* was experiencing.   

The Silver Builder pack is a large order and is delivered to our Brand Partners in several different boxes.  In regards to Mr. *********’s return, the first of Mr. *********’s product return was credited on November 27 ($129.60) and the additional product credit was issued on December 10 ($364.75).  The products were received by Vemma in separate shipments which resulted in separate credits on different dates. Although we generally do not reimburse Brand Partners for shipping, as a courtesy we are issuing an additional credit in the amount of $53.60 which is the cost of shipping that Mr. ********* paid for the original order.

We apologize for the inconvenience Mr. ********* experienced regarding his Vemma website as well as the separate credits issued for his returned products.  We appreciate the opportunity to respond and hope that Mr. ********* finds this a satisfactory resolution to his complaint.

 

Sincerely,

 

******** *******, Compliance Analyst
******************



BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

12/12/2013 Problems with Product/Service | Complaint Details Unavailable
10/18/2013 Guarantee/Warranty Issues | Complaint Details Unavailable
10/18/2013 Advertising/Sales Issues | Complaint Details Unavailable
10/3/2013 Billing/Collection Issues | Complaint Details Unavailable
8/30/2013 Problems with Product/Service | Complaint Details Unavailable
8/30/2013 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: This is a multiple issue. My son was presented with a business opportunity, from his friend to join Vemma, as a "brand partner" with the potential to "retire his parents" and other unrealistic promises. He was given a minor/parent/legal guardian application form for me to sign to give my son consent for him to become a "brand Partner" of the Vemma Nutrition Company.My son is 16. I did not give my consent and I am still in possession of this application. Without my parental consent on 8/27/13 they set my son up with a website to market and sell their products, and on 8/28/13 they withdrew (fraudulently )$580.83 my sons teen checking account. The product they want my son to "market" came today via *****. I refused the shipment and the product never left the ***** truck. However, I phoned Vemma prior to the shipping and prior to funds being withdrawn. She said I would have to pay to have the product shipped back and if they determined that the shipment was damaged they would not refund any of the $580.83. When I explained that my son was a minor and they did not have my permission to enroll him as a "brand partner" she informed me that they had no way of knowing how old he was.

Desired Settlement: Full Refund and held accountable for their unlawful/unethical business practices.

Business Response: Dear Ms. Oberdank,

This letter is in response to your correspondence dated August 29, 2013 regarding complaint ID#******* from ***** *****.
Vemma Nutrition Company is a direct selling company that markets dietary and nutritional supplements to customers through a network of independent distributors referred to as “Brand Partners.”  Brand Partners are independent contractors eligible to earn weekly commissions based on their volume of sales. Vemma does offer a minor program which allows minors between the ages of 14-17 to join Vemma with a notarized parental/guardian consent form.  This program is being cancelled as of September 1, 2013. 

In Ms. *****’s complaint she stated that her son was presented with a business opportunity from his friend to join Vemma and was given a parental consent form which he presented to her but she never completed or submitted to Vemma.  Unfortunately, although Ms. ***** states she was not in agreement with her minor son joining Vemma, he took it upon himself and signed up anyway, via his friend’s website, and signed a click wrap agreement stating he was over the age of 18.  By entering this fraudulent information, we would have had no way of knowing that ****** ***** was not over the legal age of 18.  This action to set up an account for ****** was done fruadulantly by ****** and his friend, not by Vemma Nutrition Company.

We received a phone call from Ms. ***** on Tuesday, August 27 at which time she notified us that her son was a minor and she did not approve him joining Vemma as a Brand Partner.  His account was terminated immediately and a full product credit was issued.  It is not standard policy to issue credit for the cost of shipping, however in this case since ****** ***** signed up fraudulently we will issue an additional credit for the cost of shipping and that credit should be received within 7-10 business days.

We appreciate the opportunity to respond and hope that Ms. ***** this a satisfactory resolution to her complaint.
 
If you have any questions please feel free to contact me at ***** ********.
 
Sincerely,
 
******** *******, Compliance Analyst
******************

**** **** ******** *****
*********** ** *****
vemma.com

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and find that this resolution would be satisfactory to me.  I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

***** *****

BBB's Final Determination: Consumer accepted resolution offered by the business.

8/28/2013 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I am looking for a home based business. I came across one on the **** **** website, *************, a part of ******* *****, located in Reno, NV. They wanted to charge me $9.95 for shipping of an information pack. Not a problem. I get an email stating that I would have a mentor. Following email. Hello ****, You ordered our Training Package online. My name is ***** and I'll be your personal mentor, the one working with and training you how to build your internet business from home. We have numerous people earning a six figure income, and our business is EXPLODING! I tried to reach you today by phone and I'm sorry I missed you. It's urgent you call me TODAY. We need to book our appointment RIGHT AWAY so once you've gone through the training package, we can see if this will be a fit and get you started! Please call me IMMEDIATELY at my direct home office number - ** ***** ******** If you don't reach me, I'm on the other line helping someone else get started. So, be sure to leave me a message with your name and the best number to reach you including your area code. With results like these – I KNOW we can show you how to achieve your dreams too! **** Former bank teller earning 6-figures* after just 12 months! ******* Made $1600* in one week part time after just a few months using this system. **** From recession devastation to earning nearly $6,000* per month from home. I look forward to talking to you soon! ***** ********** ** ***** ******** *************************** I did some more research and found out about Vemma Nutrition Company and that they sold vitamin products(4). I already sell the number one vitamin product line in the world, Nutrilite and was not impressed about the switch. I finally called ***** tonite and told him I wanted to cancel the order, since it had not been shipped. Then I go online then tonite, when I am checking my emails., I get an email from the bank stating that my debit card had been charged $333.93 for an introductory pack. email follows ***** ***** ************** A purchase has been made over the internet, by phone, or by mail order A purchase was made over the internet, by phone, or by mail order with your ***** ****** ***** **** XXXX-XXXX-XXXX-****. If you do not recognize the transaction(s) below, please call us immediately at ************** (**************). Phone Bankers are available 24 hours a day, 7 days a week. Please do not reply to this automated email. Date Transaction Amount Account 08/18 CHECK CRD PURCHASE VEMMA NUTRITION ********** AZ $1.00* CHECKING XXXXXXXXX**** 08/18 CHECK CRD PURCHASE VEMMA NUTRITION ********** AZ $333.93* CHECKING XXXXXXXXX**** *Transaction pending. The amount shown reflects the transaction amount sent by the merchant for approval or authorization. The final posted amount may vary. For internet, phone and mail order transactions, there may be a delay in the final amount posting to your account, based on when the order is fulfilled. I was stunned. going through more emails, I found this one. Hello ****, You are going to love being part of this exploding community of entrepreneurs. Your first step is to login and watch the Compensation Plan training, which will show you how to maximize your earnings in Vemma. Go to Click Here To Begin to login and get started. Your username: ****** Your temporary password: ********** Here are the details of your order, for your records: GPS Success Pack $299.00 If you have any questions you can contact your personal mentor. You already have their contact info in your emails. We are so excited to have you aboard! Welcome to the team! Sincerely, The GPS Team I called ***** ***** and alerted them and tried calling Vemma tonite, but will not be open till 8:00 am CDT.

Desired Settlement: I want them to have honest advertising, no bait and switch.

Business Response:

August 26, 2013

Dear Ms. ********,

This letter is in response to your correspondence dated August 19, 2013 regarding complaint ID#******* from **** *****.

Vemma Nutrition Company is a direct selling company that markets dietary and nutritional supplements to customers through a network of independent distributors referred to as “Brand Partners.”  Brand Partners are independent contractors eligible to earn weekly commissions based on their volume of sales.

Mr. ***** joined Vemma on August 18, 2013 through a third party internet marketing website, Global Pro System (GPS.com). Global Pro Systems is a third party company that is not owned or operated by Vemma Nutrition Company or BK Boreyko.  At that time our records indicate that Mr. ***** placed an order for a Mr. ***** placed an order for a Starter ***** Pack.  Please keep in mind that this information was not provided directly to Vemma from Mr. *****, but was placed by a ***** ********** of Global Pro Marketing Systems (GPS).  On August 19 Mr. ********** contacted Vemma directly via phone call and asked if the order for Mr. ***** could be cancelled. Mr. ***** also contacted us via phone call requesting to cancel the order stating he was not interested in pursuing the Vemma business. The credit card charge had already been processed and the product order was in process of being packaged and shipped.  Our distribution center was able to stop the order from processing and a full credit was requested at that time.  Credits take approximately 7-10 days to reflect on a customer’s statement.

In Mr. *****’s complaint he stated that his desired settlement is to have honest advertising, not bait and switch.  I assure you and Mr. ***** that Vemma’s business practices do not include any such bait and switch tactics.  Had Mr. ***** signed up directly through Vemma.com he would have had access to all of Vemma’s advertising, products, purchasing options, etc.  Unfortunately, since Global Pro Systems (GPS) is not owned or operated by Vemma Nutrition Company or BK Boreyko, we do not have any control over their marketing tactics.  We are attempting to work with the owner of GPS to ensure this type of issue does not occur in the future.

Mr. *****’s Vemma account has been resigned at this time to ensure there are no further charges to his credit card from Vemma Nutrition Company. We appreciate the opportunity to respond to and resolve this issue and hope that Mr. ***** finds this a satisfactory resolution to his complaint.

If you have any questions please feel free to contact me at ***** ********.

Sincerely,

******** *******, Compliance Analyst
******************

W ************ | F ************

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

vemma.com
facebook.com/vemma
twitter.com/vemma

BBB's Final Determination: Consumer accepted resolution offered by the business.

8/27/2013 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I joined vemma back in June I think. I was charged $170.00. I got my user id and password to log into the training site and do my classes. I did that and then as I went through the training I noticed that Vemma is not for me. I called my sponcer and my sponcers' sponcer and told them that I did not want to be part of Vemma. Then out of nowhere I was sent a package that I returned to Vemma. For some reason I was charged the shipping charge for something that I never asked for however I did get that refund. The shipping charge was taken out of my refund. After that I get a lot of phone calls from Vemma, I do not want these calls. My problem now is that Vemma has taken $167.43 out of my checking account on 08/22/2013.

Desired Settlement: I want my money back. I do not want anything to do with Vemma. I want them to stop calling me about vemma. If they are doing so great that is good just please do it without me. Leave me alone.

BBB's Final Determination: Consumer accepted resolution offered by the business.

8/21/2013 Advertising/Sales Issues
8/14/2013 Billing/Collection Issues | Complaint Details Unavailable
7/15/2013 Delivery Issues | Read Complaint Details
X

Additional Notes

Complaint: I placed an order with Vemma in June, that I cancelled 24 hours later by calling the company. They refused to stop the shipment, even though it was not ready to ship out of the warehouse. (It didn't ship for another 5-6 days). When they refused to cancel the shipment, I called FedEx and had them refuse the shipment while it was in transit. It was returned to Vemma. I received a refund for the product, but they kept $83 for shipping. They refuse to refund the money. They have a S&H policy that states that it applies to orders RECEIVED by the customer. The order never came to my house.

Desired Settlement: Refund of $83.00

Business Response:  
July 12, 2013


Marissa Fellows
Better Business Bureau
4428 N. 12th Street
Phoenix, AZ 85014-4585

Dear Ms. Fellows,

This letter is in response to your correspondence dated July 12, 2013 regarding complaint ID#******* from *** ******.
Vemma Nutrition Company is a direct selling company that markets dietary and nutritional supplements to customers through a network of independent distributors referred to as “Brand Partners.”  Brand Partners are independent contractors eligible to earn weekly commissions based on their volume of sales.

Ms. ****** joined Vemma on Tuesday, June 4, 2013. At that time she placed an order via the internet for item no. *******, a Starter Media Pack.  Ms. ****** then called in on Thursday, June 13th and placed a onetime order for item *******, a Gold Verve Builder Pack.  The order was processed and shipped within 48 hours. Ms. ****** contacted us again four (4) days later on Monday, June 17 asking to cancel that second order. Since the order had already shipped we were unable to cancel the order. Ms. ****** was advised to refuse the product once it arrived at her doorstep and to contact us once that happened that way we could track the return order and start the credit process without having to wait to receive the actual return.  This was offered as a courtesy to Ms. ****** as generally a credit is not issued until the returned product is received in our warehouse.   

There is no indication that Ms. ****** contacted us regarding the refused order, but the complete order was received in our warehouse on June 25 and per Vemma’s return policy, a full product credit was issued on June 26, 2013.  Credits take approximately 7-10 days to reflect on a customer’s credit card statement. Ms. ****** called in on June 28 to check on her credit and was advised that it would take 7-10 days to reflect on her statement.

On July 11 we received call from **** at ***** **** inquiring about the credit for Ms. ******. **** was advised that credit had already been issued and was a full product credit as we do not refund shipping. Ms. ****** then called in to our customer service department and complained about the credit and not receiving credit for shipping. As a courtesy, a supervisor (****** *****) agreed to issue a refund for the shipping Ms. ****** paid in the amount of $83.00. As promised to Ms. ****** yesterday when she spoke to our phone agent, credit memo #****** was created and is currently in process of being issued. Ms. ****** will receive the additional credit within 7-10 business days. Since the credit goes through a clearing house, unfortunately Vemma has no control over the amount of time it takes to clear, which is why we give the 7-10 business day timeframe.

While it is unfortunate that Ms. ****** filed this complaint, we appreciate the opportunity to respond and we are happy to provide any documentation necessary to show that we had already made every effort to resolve this issue for the customer.  
 
If you have any questions please feel free to contact me at ###-###-####.
 
Sincerely,

******** *******, Compliance Analyst
****************** ************


BBB's Final Determination: Consumer accepted resolution offered by the business.

6/18/2013 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I ordered ONE months worth of product and they charged me for two, they are now shipping me the Product I NEVER asked to receive. I tell them to stop the shipping and they tell me that all I can do is receive it and ship it back with MY OWN MONEY and not be refunded!!

Desired Settlement: Price of shipping

Business Response:

This letter is in response to your correspondence dated June 7, 2013 regarding complaint ID#******* from ****** ****.

Vemma Nutrition Company is a direct selling company that markets dietary and nutritional supplements to customers through a network of independent distributors referred to as “Brand Partners.”  Brand Partners are independent contractors eligible to earn weekly commissions based on their volume of sales.

I have reviewed our records and located ****** ****’s account.  The account, Vemma ID *********,  was created on May 6, 2013 via the internet. At that time Ms. **** placed an order for herself, and she created a monthly autodelivery as well.  The initial order generated and was delivered to Ms. ****. She then contacted us on May 28, 2013 requesting to return the products. At that time she was given an RMA Number (return merchandise authorization) and the 30 day policy timeframe for returns was extended until June 9 to give Ms. **** time to return the products to us.  Ms. **** did not request to cancel her monthly autodelivery at that time, therefore the monthly autodelivery order generated on June 5, 2013.  

We received an email from Ms. **** to cancel her monthly autodelivery on June 6, one day after her order processed. She also contacted us and requested a second RMA number in anticipation of receiving the second order.

We will be happy to issue a full credit in the amount of $191.93 for the second order shipped to Ms. ****, however Ms. **** must return that complete order to us. She would be required to pay the shipping cost to return the order, but we will gladly make an exception and credit her for the initial shipping fee that she paid. At this time I have cancelled Ms. ****’s account to ensure no further orders are processed.

We appreciate the opportunity to respond and hope that Ms. **** finds this a satisfactory resolution to her complaint. 

 

If you have any questions please feel free to contact me at ###-###-####.

 

Sincerely,

 

Vemma (R)

******** *******, Compliance Analyst
******************
W ###-###-#### | F ###-###-####

**** **** ******** *****
*********** ** *****
vemma.com
facebook.com/vemma
twitter.com/vemma

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

5/28/2013 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: Vemma has ignored our request for refund for unused product that was returned (documented received and signed for by UPS) within the allotted time to receive refund. I have been trying get my refund since July of 2012 **** ***** - Vemma #198818306 Return Information: -Sent to: Vemma Return Center -Tracking #****************** -Sent 7/11/12 from UPS Alamo, CA -Received by Vemma on 7/13/11 at 1:06pm Signed for by: **** in Receiving

Desired Settlement: Refund back to credit card

Business Response: May 15, 2013
 
Marissa Fellows
Better Business Bureau
4428 N. 12th Street
Phoenix, AZ 85014-4585

Dear Ms. Fellows,

This letter is in response to your correspondence dated May 10, 2013 regarding complaint ID#******* from **** ***** ***** regarding her son, **** *****.
Vemma Nutrition Company is a direct selling company that markets dietary and nutritional supplements to customers through a network of independent distributors referred to as “Brand Partners.”  Brand Partners are independent contractors eligible to earn weekly commissions based on their volume of sales.
**** ***** joined Vemma on June 20, 2012 through an internet website at which time he placed a onetime order for a Silver Builder Pack, totaling $566.20.  On June 21, 2012 documentation indicates we contacted **** to verify the shipping address as this was a large order.  Although we did not receive a response, we did release the order on June 25, 2012.  We received a call from **** on June 27 inquiring where his order was and we confirmed with him that is was scheduled for delivery via FedEx on June 29. 
On July 11, 2012 we received a request from **** to return the product and an RMA number (return merchandise authorization) was issued to ****. **** was advised that we would issue a full credit minus shipping, per Vemma’s policies.
While the return was logged in at our warehouse on July 13, 2013, the information was not relayed to the proper department and a credit was not issued.  We apologize for the inconvenience this has caused Ms. ***** and we have now issued a full credit in the amount of $566.20.   Since the credit card used for the initial order was expired, a check was issued to Ms. ***** on May 14 and she should receive it within 7-10 days.  The check was mailed to the PO Box included on Ms. *****’ complaint.
 
Prior to receiving your correspondence dated May 10, Ms. ***** emailed us on May 2 and May 11, and responses were sent on both of those inquiries asking for additional information. There is no indication that Ms. ***** had contacted us prior to May 2 to inquire about her return.  Vemma takes great pride in our world class customer service and would have been happy to investigate the matter had it been brought to our attention previously.
 
We appreciate the opportunity to respond and correct this error and hope that Ms. ***** finds this a satisfactory resolution to her complaint.   
 
If you have any questions please feel free to contact me at ###-###-####.
 
Sincerely,
******** *******, Compliance Analyst
******************

W ###-###-#### | F ###-###-####
**** **** ******** ***** 
*********** ** *****


 
 

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

5/16/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: On or around 2/22/2013 I called vemma at this number ************** to return a purchase I had made at the amount of 77.00. And when I called I told him that I wanted a full refund and I would not pay for shipping. And he said that would not be a problem. On 3/8/2013 I was only refunded 68.00. I called yesterday 3/11/2013 and know they are telling me they are not refunding me the full amount plus the shipping and handling. When I first called on 2/22 they should have told me what there policy is, the key word hear is communication and being honest with people.

Desired Settlement: I want my full refund and the 14.95 for shipping, like he said, it would not be a problem getting a refund for the shipping.

Business Response:
                                                                                    March 19, 2013
Dear Ms. Nock,
This letter is in response to your correspondence dated March 13, 2013 referencing complaint ID #******* from ***** *** *******.

Vemma Nutrition Company is a direct selling company that markets dietary and nutritional supplements to customers through a network of independent distributors referred to as “Brand Partners.” Brand Partners are independent contractors eligible to earn weekly commissions based on their volume of sales.
In reviewing Ms. *******’s account, she joined Vemma via the internet on February 13, 2013. At that time she placed a onetime order for item #1001104-Verve One Pack.  Ms. ******* contacted us on March 20, 2013 requesting to return the product. She was given an RMA number (return merchandise authorization) and advised that we would issue a full credit to her, including shipping. While it is not Vemma’s standard policy to credit shipping on return orders, a Supervisor did authorize the exception.
The return order was documented as being received on February 26, 2013. Per our standard procedure, credits are issued within 7-10 business days from the time the return is received.  Ms. ******* contacted Vemma on March 1 asking about her credit and her credit was also requested on the same day.   Ms. ******* contacted us again on March 5 inquiring about her credit. She was advised of the 7-10 day timeframe and advised that she should receive her credit by March 11, 2013.
Ms. ******* did receive a credit on March 11, 2013, however it was only a product credit.  She contacted Brand Partner Services to inquire as to why she was not given a full credit and she was advised that per previous notes she was only to get a product credit only. Unfortunately this was an error on behalf of the phone agent who took the call as it was clearly documented that Ms. ******* was to get a full credit.
Based on this error I have requested that Ms. ******* receive the addition credit due to her in the amount of $9.00. This credit should be received within 7-10 business days.
We apologize for any inconvenience this has caused and hope that Ms. ******* finds this a satisfactory resolution to her complaint.
Please feel free to contact me if you have any questions.
Sincerely,
******** *******, Compliance Analyst
********@vemma.com

W ###-###-#### | F ###-###-####
**** **** ******** ***** *********** ** *****
vemma.com
facebook.com/vemma
twitter.com/vemma
 


Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

The point to my complaint is the fact that I was told that I would not have to pay for shipping. I have received the credit of 9.00 but I want my 14.95 for shipping the package back to you that I never opened.    ***** * *******

Regards,

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


 

 

Business Response: Ms. ****,

Vemma gave Ms. ******* a full product credit per Vemma's policies, and issued an additional credit to her for the shipping which were  paid to the shipper when the product was sent to her. We issued a shipping credit as a one time courtesy to Ms. ******* in the hopes of resolving her complaint.  Per Vemma's policies, when a Brand Partner has ordered product and then they opt to return it, they are responsible for the shipping fees.  Vemma honored it's policy and also gave Ms. ******* an additional credit.

Vemma's return policy is available for your review online at www.vemma.com.

We appreciate the opportunity to respond.

Sincerely,

******** *******
Legal Compliance Analyst

BBB's Final Determination: Business offered a partial (less than 100%) settlement which the consumer accepted

5/16/2013 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I contacted Vemma via a radio add to become an internet home based representative, April 26th 2013, was the start date. There was an upgrade fee of $2,000 to become a "Diamond" member and receive the highest bonus return. The next day I decided that the Program was not for me and cancelled, April 27th 2013. I received on Tuesday, April 30th, seven boxes of Vemma related product and my Visa credit card charged $2,000. I have called Vemma on 6 different occasions to request to talk to someone about shipping the Vemma products back and crediting my Visa account. I called their customer service number ###-###-#### and was told by the receptionist that a person from Vemma billing would contact me. 6 times and no contact whatsoever, phone or e-mail.

Desired Settlement: Common courtesy and professionalism. Vemma was very quick to take my money and pat their self on the back about what a great company they are, my experience has been anything but that.

Business Response:

May 15, 2013

 

Dear Ms. Nock,

This letter is in response to your correspondence dated May 4, 2013 regarding complaint ID#******* from ********* ***** *****.

Vemma Nutrition Company is a direct selling company that markets dietary and nutritional supplements to customers through a network of independent distributors referred to as “Brand Partners.”  Brand Partners are independent contractors eligible to earn weekly commissions based on their volume of sales.

Mr. ***** joined Vemma on April 20, 2013 through a third party internet marketing website, Global Pro System (GPS.com). Global Pro Systems is a third party company that is not owned or operated by Vemma Nutrition Company or BK Boreyko.  At that time Mr. ***** placed an order for a Starter Media Pack.  Mr. ***** placed a second order on April 25, 2013 for a Diamond Media Pack for $1999.00 + tax and shipping, totaling $2148.64.  There was no indication that Mr. ***** contacted Vemma Nutrition Company to cancel his order.

We received the Diamond Media Pack return on May 6, 2013.  A full credit of $2148.64 was issued to Mr. ***** on May 8, 2013.  The credit usually reflects on the cardholder’s statement within 7-10 business days.

In Mr. *****’s complaint he stated that he contacted Vemma six times but received no response.  It is my belief that Mr. ***** may have been contacting GPS instead of Vemma. Unfortunately since we do not own or operate GPS, we were unaware of Mr. *****’s concerns and we extend our sincere apologies for any inconvenience this caused.

Mr. *****’s Vemma account has been cancelled at this time to ensure there are no further charges to his credit card from Vemma Nutrition Company. We appreciate the opportunity to respond to and resolve this issue and hope that Mr. ***** finds this a satisfactory resolution to his complaint.

If you have any questions please feel free to contact me at ###-###-####.

Sincerely,

******** *******, Compliance Analyst
********@vemma.com

W ###-###-#### | F ###-###-####

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

vemma.com
facebook.com/vemma
twitter.com/vemma

 

BBB's Final Determination: Consumer accepted resolution offered by the business.

5/13/2013 Delivery Issues | Read Complaint Details
X

Additional Notes

Complaint: The company charged my account on $137.44, but has not delivered the product as of this date. Order #: 12206911; ID 421749706. The tracking webpage shows that the package was delivered on 4-3-13 and I have attempted to contact the company for follow up but there has no response. I have sent many e-mails through the Vemma webpage and I have been calling since 4-18-13. When calling, I have been on hold for an hour without a response. When I leave a number and time to call back, the call back is at the unrequested time so I can not answer.

Desired Settlement: I would like the product delivered or my money refunded.

Business Response: May 8, 2013
 
Alexandria Nock
Better Business Bureau
4428 N. 12th Street
Phoenix, AZ 85014-4585

Dear Ms. Nock,

This letter is in response to your correspondence dated April 27, 2013 regarding complaint ID#******* from *** ******.
Vemma Nutrition Company is a direct selling company that markets dietary and nutritional supplements to customers through a network of independent distributors referred to as “Brand Partners.”  Brand Partners are independent contractors eligible to earn weekly commissions based on their volume of sales.
Ms. ****** joined Vemma on March 20, 2013.  At that time she placed an order for a variety of Vemma products which were shipped to her at that time.  On March 30, 2013 Ms. ****** placed a second order for additional Vemma products. Our records indicate that order was fulfilled and shipped on April 2, 2013.
On April 24 our records indicate that a customer service agent returned a call to Ms. ****** and left a voice mail for her. Unfortunately I don’t have any records indicating what that call was about.  On April 28 we received an email from Ms. ******. A response was sent and at that time a Return Merchandise Authorization number (RMA) was given. There is no indication as to which order Ms. ****** requested to return, however Vemma offers a thirty (30) day return policy therefore the March 20 order would not have been eligible for a credit if it was returned.
On May 4 our customer service department received another email from Ms. ****** claiming that her March 30, 2013 order had not been received. The refund process was started that day by supervisor Richard Palumbo. Brand Partners are advised that the credit process takes approximately 10-14 days to reflect on their statement.
We appreciate the opportunity to respond and hope that you and Ms. ****** find this a satisfactory resolution to her complaint.   
 
If you have any questions please feel free to contact me at ###-###-####.
 
Sincerely, 
 
******** *******, Compliance Analyst
********@vemma.com

W ###-###-#### | F ###-###-####
**** **** ******** *****
*********** ** *****
vemma.com
facebook.com/vemma
twitter.com/vemma
 
 

BBB's Final Determination: Consumer accepted resolution offered by the business.

5/7/2013 Delivery Issues | Read Complaint Details
X

Additional Notes

Complaint: I purchased Vemma product, 2 cases of Bod-e on 4/11/2013. Invoice #******** for the total amount of $164.00. Currently it is 4/19/2013. I still have not received my product. The package tracking number for fed ex, 193*********213, shows that the product was delivered 4/16/2013. However I never received this product. My intent was to return the product, because I felt that the product was overpriced and Vemma's "social marketing" brand partner idea was more of a scheme, and I did not want to be a part in that. In addition, another product from Vemma that I was given to by another Brand representative made me sick (verve energy drink). Making me light headed and dizzy. When I went to call Vemma at ###-###-####, my call was never taken, constantly being put on hold for almost an hour. After trying their "local phone" ###-###-####, my call was received once out of the many times I called, however I was directed straight to the 1-800 number and put on hold. They haven't responded to any of my emails to their one email address info@vemma.com, and they haven't responded to my Bank's inquiry for a reimbursement due to the lack of the delivery of product.

Desired Settlement: $164 refund.

Business Response: Dear Ms. Nock,

Thank you for sending us this follow up correspondence. I have checked with our Returns Department as well as our Accounting Department and Mr. ************ product credit is already in process and should be received within 7-10 business days. 

While Mr. ********** claims he called and never spoke to anyone, documentation indicates our customer service department attempted to return a call to him on April 17.   They also spoke to him on April 19 regarding his product order (which was previously being held in the office at his apartment complex) which he opted to return without contacting us first to obtain an RMA number (return merchandise authorization number).  Since we deal with hundreds of thousands of orders, receiving a return without an RMA number can cause excessive delays.

Again, Mr. ************ credit is in process and he should receive it back on the credit card it was charged to (*****) within 7-10 business days. 

We appreciate the opportunity to respond to this complaint and hope that Mr. ********** finds this a satisfactory resolution.

Sincerely,

******** *******
Legal Compliance Dept.


BBB's Final Determination: Consumer accepted resolution offered by the business.

4/18/2013 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: We had cancelled our auto-account with Vemma. They advertise that cancellation can be made at any time...risk free. They continue to send us their products and charge us. I returned the product, had to pay the $40.00 shipping fee and they promised to reimburse us the $150.00 owed to us. They claim that I would be reimbursed within 7-10 business days once they received the returned package. It has been 6 weeks and we still have not received the $150 owed to us. They have since discontinued sending us products, but have yet to returned funds due to us. It seems to be a typical pyramid scheme! Thank you for your time.

Desired Settlement: I would like to be reimbursed for the full amount of $150.00 due to us. Thank you

Business Response: April 4, 2013
 
Alexandria Nock
Better Business Bureau
4428 N. 12th Street
Phoenix, AZ 85014-4585

Dear Ms. Nock,

This letter is in response to your correspondence dated April 2, 2013 regarding complaint ID#******* from ******** *******.
Vemma Nutrition Company is a direct selling company that markets dietary and nutritional supplements to customers through a network of independent distributors referred to as “Brand Partners.”  Brand Partners are independent contractors eligible to earn weekly commissions based on their volume of sales.
Ms. ******* joined Vemma on January 24, 2013 with her minor son ****, at which time they set up a monthly autoship order and placed their first order for two cases of Verve Energy Drinks. A notarized minor application was submitted and approved on February 5, 2013 approving **** as a Vemma Brand Partner. A commission of $20.00 was paid to ******** and **** on February 20, 2013.  A second order for two cases of Verve Energy Drinks processed on February 23, 2013.  There had been no request to cancel the monthly autoship order at this time.  
On March 7, 2013, Ms. ******* called in to the Vemma call center requesting to return the February order under Vemma’s thirty (30) day return policy. Return information was provided to her and the returned order was received in Vemma’s warehouse on March 13, 2013. We generally advise Brand Partners that credits are processed within 7-10 business days (10 business days would have been March 27).  The credit process did take a bit longer than usual, but the process was started by our returns department on March 24, 2013 and a credit in the amount of $136.00 was issued on April 2, 2013. The amount of $136.00 reflects the order amount minus shipping ($14.00 shipping).
In response to Ms. *******’s allegations that Vemma is a pyramid-type business, we offer the following:
 
Vemma was incorporated in September 2004 in the State of Arizona. Vemma’s parent company, New Vision USA, Inc. was established in 1995 by the Boreyko family and is a proud member of both the Direct Selling Association and Better Business Bureau® of Central/Northern Arizona.
 
Vemma is a direct-selling marketing company that markets its products through independent distributors known as “Brand Partners.” To become an independent distributor, individuals submit a Member application to the Company wherein they agree that if the application is accepted they will be able to purchase products from Vemma at wholesale and market the products to the general public. When a person becomes a distributor, he or she agrees to conduct the independent distributorship in compliance with Vemma’s policies and procedures, in addition to federal, state and local laws. A distributor may earn compensation in one of two ways as a Brand Partner. First, when the distributor purchases the product at wholesale from Vemma and sells it to the general public, he or she retains any profit on the sale. Second, the independent distributor may be paid a commission on product sales directly or indirectly generated by the distributor. Those commissions are paid on product sales by the distributor and product sales by other distributors sponsored in to the distributor’s sales organization. No commissions are paid for sponsoring or introducing other people into Vemma. No distributor is obligated to participate in Vemma’s marketing plan. Also, if a distributor wishes to receive commissions under the marketing plan, he or she must certify that seventy percent of the products previously purchased have been used for business building purposes or sold to or consumed by end users of the products.
 
Vemma’s published policies, which each applicant for Brand Partnership must agree to abide by, emphasizes the Company’s approach and philosophy. The introduction section of these policies states the following:
The Vemma Nutrition Company is a direct sales company based in the United States. It is a family oriented business built upon the highest ethical standards. It combines some of the best direct sales features based upon its founders’ years of experience in the industry.
 
Any company which represents that a member will achieve financial success without working the program or by relying solely on the efforts of others should be disregarded. Furthermore, any company that ties compensation and financial success solely to recruiting efforts rather than actual sales for ultimate use by Customers is an illegal pyramid scheme and ultimately destined to collapse.
 
A Vemma Brand Partner is an independent contractor, and like any other independent business person, his or her success or failure depends on his or her personal efforts. No direct sales company can legitimately guarantee its independent contractors any particular income, profit or success. The Company provides an opportunity for Members and Customers to enrich the quality of their lives by using the Vemma Nutrition Program. The Company also provides equal access to financial success for any Brand Partner willing to properly work the program.
 
Vemma has also adopted and enforces other policies to ensure compliance with federal and state laws and to make certain that many of the abuses commonly associated with illegal pyramids, such as inventory loading, cannot occur. The Company also has a liberal buy-back policy whereby the Company will buy back all product in resalable condition purchased by the distributor and provide a 100% unconditional, full money-back guarantee. Moreover, Brand Partners may terminate their distributorship at any time, for any reason. Vemma’s published policies further provide:
Policy Provisions
In order to maintain the integrity of the Vemma program and to assist and ensure compliance with federal, state, provincial, local and applicable non-US national, state, federal or local laws, policies or regulations, the following policies have been adopted and will be strictly enforced.
 
Policies to Ensure Compliance With State and Federal Laws
Inventory loading is prohibited. Vemma is a company built on the quality of its products and their use by Members and Customers are strictly prohibited from purchasing products or encouraging other Members to purchase products solely for the purpose of qualifying for commissions or bonuses.
 
Each member wishing to receive commissions under Vemma’s marketing plan must certify that seventy percent (70%) of products previously purchased have been sold to or consumed by end users, and keep accurate records of monthly sales to specific consumers. These records will be subject to inspection by the Company upon reasonable notice. Each order placed by a Member constitutes the Member’s certification to Vemma of the foregoing. Each member acknowledges that Vemma is relying on such certifications in paying such Member commissions.
The company will liberally apply its buy-back policy on rescission or termination by the Brand Partner of his or her Team Membership, but Vemma will not repurchase products or issue refunds on products certified as having been consumed or sold. Falsely representing the amount of product sold or consumed in order to advance in the marketing plan shall be grounds for termination.
***
Enroller Responsibilities
There is no "secret" involved in Vemma or in any business. Those who enroll, but who do not help new Members develop their business, meet with limited success. Therefore, a responsibility of the enroller is to work with new Members, helping them learn the business and encouraging them during the critical early months. Enrollers are not required to carry inventory of products or sales aids for new Members.
 
Any Member who enrolls other Members must fulfill the obligation of performing a bona fide supervisory, distribution and selling function in the sale or delivery of product to the ultimate Customer and in the training of those enrolled. A Member must have ongoing contact, communication and management supervision with his or her sales organization. Examples of such supervision include, but are not limited to: product presentation, retail sales training (in the countries where retail selling is allowed), newsletters, written correspondence, personal meetings, telephone contact, voice mail, electronic mail, training sessions and accompanying individuals to Vemma training. Members should be able to provide evidence to Vemma, as requested, of ongoing fulfillment of sponsor responsibilities when asked by Vemma.
 
***
Vemma’s compensation plan is designed to reward Brand Partners who retail and consume commissionable products, use Vemma products in their independent businesses, sponsor and train Brand Partners, and teach their downline to do the same. Brand Partners are not compensated for the act of sponsoring; rather, it is through the sale, personal consumption or use of commissionable products in their businesses that Brand Partners are rewarded for their efforts.
Ultimately, among other things, Vemma’s policies, and the enforcement thereof, ensure that any compensation received by Brand Partners are derived from the sale of Vemma’s products, rather than the sponsoring or introduction of people into the Company. Therefore, Vemma Nutrition Company does not constitute an illegal pyramid scheme.
 
We appreciate the opportunity to respond and hope that Ms. ******* finds this a satisfactory response to her complaint.
 
If you have any questions please feel free to contact me at ###-###-####.
 
Sincerely, 
 
******** *****, Compliance Analyst
******************

W ###-###-#### | F ###-###-####
**** **** ******** ***** 
*********** ** *****
vemma.com
facebook.com/vemma
twitter.com/vemma
 
 

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

4/12/2013 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I have ordered from VEMMA approximately on 6 separate occasions. On April 11, 2013 I received a charge for $149.99 for VEMMA. I dd not order from VEMMA on April 11, 2013. The last time I placed an actual order with VEMMA was the prior month on March 12, 2013. I contacted VEMMA and VEMMA advised me I had inadvertently selected that I chose to receive auto-delivery on the March 12 order; thus why VEMMA claims they did the auto delivery the following month. I did not knowingly select any auto-delivery. When speaking to VEMMA customer service they advised me that they will automatically choose auto-delivery methods and auto-bill pay every month unless I tell them otherwise or select otherwise while placing my order online. The representative advised me there was a small check box I would need to "uncheck" should I not want to accept auto-delivery or auto-bill pay. The VEMMA rep did confirm that each time you place an order, the auto bill pay and auto delivery box would need to be unchecked as well. This appears to stack the odds against the consumer. Most businesses make you select the box actually confirming you want the auto delivery etc; however, VEMMA's policy is reverse and as a result, contrary to any good business standards. I attempted to cancel my order with VEMMA advising I did not authorize this transaction and it was deceitful methods they used to claim I wanted auto delivery. (Again because I did not uncheck a box hidden on the page somewhere prior to checkout.) The VEMMA representative refused to cancel the order. The VEMMA representative refused to allow me to return the order or provide a return shipping label. The position VEMMA has taken with me by acting contrary to any satisfactory customer service standards is shocking. I believe VEMMA is using deceitful tactics to force customers into buying their product through auto bill pay and auto delivery. I believe VEMMA's refusal to accept a return is confirmation of their deceitful tactics and intentions. All I asked was for the order to be cancelled and a credit to my account and all I received was rude and unsympathetic customer service.

Desired Settlement: My outcome would be as follows: 1.) An apology 2.) VEMMA change their policy regarding the above to make consumers actually check the "auto delivery" or "auto bill pay" box(s) prior to assuming consumers desire to participate in such 3.) My $149.00 refunded plus interest from the date they took the money unauthorized, to the date of reimbursement 4.) VEMMA accept their product back and pay for the return shipping as this whole matter stems from their poor business standards

BBB's Final Determination: Consumer accepted resolution offered by the business.

3/22/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: This company targets young adults at universities, charge close to 600.00 for about 200 cans of some type of drinks, telling the student that all they have to do is offer it and get customers for them, they even told him he could drink the cans and return them empty within 30 days if not satisfy. Never advised that he was going to be put on a automatic re-order every month. When I say the charge in my account I contacted them and was advise even though their shipping offices were 20 minutes away from where I live I had to ship the box back, shipping back a box full of drinks is not cheap and on top of that the refund issued for the second shipment was minus shipping and handling. I also return their initial shipment which was supposed to be with a 30 day guarantee, needless to say I was not refunded all the amounts, it has been 2 months or more, my last call with them was in December when I was advised that a credit of approximately 68.00 was going to be processed. Today is Feb 5 and no credit has been given. I have reference # *******, reference # ****** the other reps did not provide a reference #

Desired Settlement: This company charged me $758.62 total so far I have received credits of only $322.17, at this time I am not looking for the $68.00 dollars they said back in December they were going to credit. I want $200.00 which is the full refund of the merchandise returned.

Business Response: Dear Ms. ****,

This letter is in response to your correspondecne dated February 6, 2013 referencing complaint ID ******* from ******* *******. Since Ms. ******* is not a Vemma Brand Partner and her name does not exist in our database it took us a few extra days to research this to find out which account she was contacting you about as Vemma has hundreds of thousands of Brand Partners.  We were unable to find a matching name, address or phone number, however through significant research we were able to locate an account under the name of ******* ********, who I believe is Ms. *******' son.


Vemma Nutrition Company is a direct selling company that markets dietary and nutritional supplements to customers through a network of independent distributors referred to as “Brand Partners.” Brand Partners are independent contractors eligible to earn weekly commissions based on their volume of sales.


Attached you will find a complete summary of ******* ********** account history. In addition we have attached a breakdown of the the refunds that were issued. Ms. ******* did not receiv the credit that she was entitled to in December as this was a new agent error, therefore the credit has been expedited and Ms. ******'s will see that within the next 5-7 days. The disputed amount if $200.00 is inaccurate as you can see by the breakdown attached.

I have attached a copy of Vemma's policies and procedures as well.  Please feel free to contact me if you have any questions.

Sincerely,

******** *******
Legal Compliance Analyst
###-###-####
**************************



Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

This may not do anything but I am not satisfied with the resolution, this company targets students that are ignorant of how the scam works, they do not refund shipping charges or taxes, and it took them 4 months to issue me the refunds, who is paying the interest of my credit card? I worked with them and was patient but the same way they take the time to provide documentation for their scam they know we are hard working families that don't have the time to sit and fight this issues. Thank you BBB for your assistance and for getting them to process another bit of credit of the money the rob me off.

Regards,

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


 

 

Business Response: Dear Ms. ****,

The email is in response to Ms. ******* *******' most recent reply. In Ms. *******' reply she  states that the proposed action of issuing additional credits to her does not resolve her complaint. We have issued full credits to Ms. *******, we have terminated her son's account to ensure no further charges or orders to him, and we have supplied documentation showing all of the actions we have taken to satify Ms. *******' complaint.

Let me reiterate that Vemma Nutrition does not target students.  We do sell a popular energy drink, Verve, which appeals to a younger demographic, but we also sell dietary supplements for health and wellness which appeal to a wide variety of consumers of all ages.

It is unfortunate that Ms. *******' son signed up without her knowledge or consent.  And it is unfortunate that Ms. ******* is not satisfied with the efforts we have put forth in attempting to satisfy her discontent, but you will see that we have made every effort to resolve her issues. 

Please feel free to contact me if you have any questions.

Sincerely,

******** *******
Legal Compliance Analyst

 

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

3/18/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: On January21th I signed up to be involved in a business that sells Vemma Nutrition products. 15 minutes after I gave my credit card number and I went into the web sight, which they did'nt let you do untill you paid the money, I knew I didn't want to do it and I tryed to call ***** back at the number she gave me (###-###-####) and there was no answer so I left a message saying I didnt want to be in the business and asked her to call me and let me know how to get my money back. I heard nothing! I tryed e-mailing too but no response. I was gone on vacation for acouple weeks and when I got home I had some product on my doorstep from Vemma. I was also getting some business e-mails from ***** telling me about meetings to join in on on the computer. I tryed replying to those e-mails and I had it come back saying the the e-mail address was permantly discontinued. I still get e-mails informing me of meetings and I keep responding to them. Once she wrote, lets talk but never answered my calls. She said, I think you should reconsider about getting out. And then another time she said, just send the product back and then told me about another meeting. After I got another box of product, I tryed to call Vemma but it's such a long wait to get to talk to a person. The amount that my credit card was charged to sign up and get the first shipment of product was $330.94. Each month they send you product and I think it is $49.99.

Desired Settlement: Get out of the business and get my money back!

Business Response: Dear Ms. NOck,

This correspondecne is in response to complaint # ******* from ******* ******.

I have been in contact with *** ****** and I believe the issues involving Vemma has been resolved.  *** ****** joined a network marketing website called ****** *** ******* ****) where she provided her credit card information.  ****** *** ******* ***** is a third party company that is not owned or operated by Vemma Nutrition Company.

When *** ****** joined ***, they placed an order for her for Vemma products.  *** ****** attempted to cancel her Vemma orders through *** but was unable to reach anyone, therefore the Vemma orders did process. *** ****** returned both of her orders and I confirmed with her today that we did receive those in our warehouse this morning and she will be receiving full credits for both Vemma orders. In addition, I have confirmed that *** ******'s Vemma account has been cancelled and no further orders will process.

I've provided *** ****** with the email address I have available for *** so that she could contact them and follow up on any credits due to her. Unfortunately since *** is not owned or operated by Vemma Nutrition Company we are unable to assist with those credits.

I hope that *** ****** finds this a satisfactory resolution to her complaint. I have also advised her that she is welcome to contact me directly if she has any further questions or concerns.

We apprecaite the opportunity to respond to *** ******'s complaint and help her to resolve it. Please feel free to contact me if you have any questions.

Sincerely,

******** *******
Legal Compliance Analyst
###-###-####
********@vemma.com


Consumer Response:

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Bette* Business Bu*eau:

I have *eviewed the *esponse made by the business in *efe*ence to complaint ID *******, and find that this *esolution would be satisfacto*y to me.  I will wait until fo* the business to pe*fo*m this action and, if it does, will conside* this complaint *esolved.

 

I have heard from ******** ******* with the Vemma Nutrition Company.<b* style="font-size: 13px; font-family: a*ial, sans-se*if; colo: #222222; backg: #ffffff;" /> She said that ****** *** ******* is not owned or operated by Vemma and<b* style="font-size: 13px; font-family: a*ial, sans-se*if; colo: #222222; backg: #ffffff;" /> she had been hearing some other complaints from people trying to get<b* style="font-size: 13px; font-family: a*ial, sans-se*if; colo: #222222; backg: #ffffff;" /> ahold of  them and not being able to.  *** has refunded $59.99 on Feb.<b* style="font-size: 13px; font-family: a*ial, sans-se*if; colo: #222222; backg: #ffffff;" /> 28th fo* some of the product I guess.  And I spent $50 to send back<b* style="font-size: 13px; font-family: a*ial, sans-se*if; colo: #222222; backg: #ffffff;" /> two boxes last week. But what I am concerned about is the charges of<b* style="font-size: 13px; font-family: a*ial, sans-se*if; colo: #222222; backg: #ffffff;" /> $330.94 on January 19th and $184.94 on February 18th taken out by<b* style="font-size: 13px; font-family: a*ial, sans-se*if; colo: #222222; backg: #ffffff;" /> Vemma according to my credit card. ******** said that she was going to<b* style="font-size: 13px; font-family: a*ial, sans-se*if; colo: #222222; backg: #ffffff;" /> take me off auto-shipping so I shouldnt be getting any more product.<b* style="font-size: 13px; font-family: a*ial, sans-se*if; colo: #222222; backg: #ffffff;" /> We'll see what happens.  Thank you!  *******

 

 

<h* id="null" />

 

BBB's Final Determination: Consumer accepted resolution offered by the business.

3/18/2013 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: This company is allowing/encouranging high school kids to misrepresent their compenation plan. They are not holding them accountable for their actions. The kid trying to sell the product advised "if you get 3 people to sign up under a plan that will cost each person $499.00 you will automatically get a $700 bonus. When I called the company in Scottsdale they advise this not true. Given this scenario the company told me the bonus after 11 weeks would be $20...only. I asked to speak with a VP, owner, or someone in charge to voice my complaint I was told they not allowed to give me that information and all I could do was to send an email. My point is that for these kids to sign up their parents have to sign a form an accept responsiblility. This give the company a complete out because they have kids selling with fraudlant claims but the company is able to put the responsiblilty back on the parents.

Desired Settlement: 1. Do not allow school age children to sell product because they do not understand the consequences of mis information and the responsibility of providing accurate information. 2. There is a lot of peer pressure to "get along with", "be part of the group" and I believe this company uses this peer pressue as leverage to sell their product. 3. There needs to be training as to what can be claimed and what can not be claimed when selling product by anyone of any age. 4 Refund all the kids who where signed up under false claims.

BBB's Final Determination: Consumer accepted resolution offered by the business.

1/29/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I selected an at home business site (advertised of talk radio) and began a training program to sell Vemma. After I realized it was a pyramid-type sales model, I no longer wanted to participate. I have been trying to reach someone at Vemma to cancel the accounts. I have tried since the morning of Jan 25 by multiple phone calls and emails to several addresses within the company. I have been on hold as long as 30 minutes at least twice today. I get absolutely no response. They lock their retailers/customers in on an autoship for product, and I do not want to receive anymore. I also need to communicate with someone about canceling my accounts so I am not charged again. The product is probably fine, but the marketing and service are way less than forthright. I would never recommend this company to anyone.

Desired Settlement: I want to be contacted so I can cancel the accounts.

BBB's Final Determination: Consumer accepted resolution offered by the business.

1/21/2013 Guarantee/Warranty Issues | Read Complaint Details
X

Additional Notes

Complaint: I purchased two(2) cases of Vemma's energy drink Verve in mid-October of 2012. Having never opened the package and contacting Vemma for an RMA service, I sent the product back to their headquarters postmarked November 5, 2012. It is now January 8, 2013 and after repeated emails to and from Vemma, and my bank (the issuer of the debit card used for the purchase) I have still not received my refund despite having followed the correct procedures fro return within the 30-day return policy.

Desired Settlement: I want nothing more than the money that is owed to me by Vemma, which totals $150 USD including shipping.

Business Response:
Dear Ms. ******,

This letter is in response to our correspondecne dated January 9, 2013 regarding complaint ID ******* from ***** ******* ******.

Vemma Nutrition Company is a direct selling company that markets dietary and nutritional supplements to customers through a
network of independent distributors referred to as “Brand Partners.”  Brand Partners are independent contractors eligible to earn weekly commissions based on their volume of sales.

Mr. ****** joined Vemma on September 26, 2012.  On October 2 he purchased item ******* – 2 cases of Verve Energy Drink totaling $136.00 + $14.00 shipping. This purchase was made via the internet and a monthly autodelivery order was also established. Please note in Mr. ******’ correspondence he stated he ordered the products in mid-October, however I have verified the October 2 order date.

In the complaint Mr. ****** stated that he never opened the product and contacted Vemma for an RMA (Return Merchandise Authorization Number).
We do have a record of this communication dated October 26, 2012, at which time Mr. ****** was given a Return Merchandise Authorization number. We were notified on November 28, 2012 that Mr. ******’ return had been received in our warehouse. Although Mr. ******' return was outside of the 30 day policy timeframe since we did not receive the return until November 28, a full product credit of $136.00 was requested. Credits can take up to 7-10 business days to process and Mr. ******’ credit was processed on December 11. Generally our credits are processed sooner than the 7-10 business days, however due to the holidays we were closed for a few days and this may have caused the delay in getting the credit issued. The credit was issued to the visa/debit card that the order was placed on. Mr. ****** said his checking account had been closed, but the credit had been issued by Vemma and the bank redirects the credit to the appropriate account or customer. Vemma cannot redirect funds to any other account other than the one used for the purchase.

Mr. ****** contacted us on December 13 to inquire about his credit. He was advised that if he did not receive it by December 18 to contact us and we would follow with the bank. We did not hear back from Mr. ****** again until January 8, 2013, at which time he was advised again that his credit had already been issued. I have attached documentation showing that the credit was accepted.

We appreciate the opportunity to respond and hope that you find this a satisfactory resolution to Mr. ******’ complaint.

If you have any questions please feel free to contact me.



Sincerely,


******** *****, Compliance Analyst
****************** * ************ * * ************




BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

1/13/2013 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: I signed up as a brand partner for Veema within the last month. I had been shown a video promoting their 30-Day money back guarantee but yet when I went to return the product, the cost to ship it back was extremely expensive. So I assumed with the 30-Day money guarantee that it would be covered but then I find out it is not. This does not follow the clearly advertised full-refund within 30 days that I had seen.

Desired Settlement: I would like the full-refund that was advertised to me, including the shipping cost.

Business Response:

Dear Ms. ******,

This letter is in response to your correspondence dated December 20, 2012 regarding complaint ID# ******* from ******* *****.

Vemma Nutrition Company is a direct selling company that markets dietary and nutritional supplements to customers through a network of independent distributors referred to as “Brand Partners.”  Brand Partners are independent contractors eligible to earn weekly commissions based on their volume of sales.

Mr. ***** joined Vemma on November 12, 2012 through another Vemma Brand Partner.   When Mr. ***** set up his account he ordered a Silver Builder Pack and set up a monthly autoship order. The price of the Silver Builder Pack totals $499.95 and there is a $25.00 shipping charge. Therefore the total Mr. ***** paid came to $524.95.  According to our documentation, Mr. ***** contacted Brand Partner Services on December 7, 2012 and requested to cancel his monthly autoship. At that time he requested to return his Silver Builder Pack and was given an RMA (return merchandise) number.  Vemma offers a generous 30 day money back guarantee on products; however Brand Partners are responsible for all shipping charges. Mr. ***** was given until December 20, 2012 to return his product for a product credit. On December 19, 2012 Mr. ***** contacted Brand Partner Services and requested that we pay for his return shipping. At that time he was reminded of Vemma’s return policy which states the following:

RETURN POLICY

A Brand Partner who encounters a situation that might merit a return should
immediately contact Brand Partner Services. Vemma offers a 30-day, unconditional, 100% product money-back guarantee on its Vemma products.

 

While this is an unfortunate incident we take great pride in our world class customer service and satisfaction.  As a courtesy to Mr. *****, we will issue a full credit to him in addition to reimbursing him for the cost of shipping the products back to us once the products are received in our warehouse or corporate office. The RMA Number must be included on each of the boxes and Mr. ***** must use a traceable means of transport, as Vemma is not responsible for items lost in transport.Once the products are received, the credit will be issued to the visa credit card Mr. ***** charged his order to originally.  In addition, Mr. *****’s account will be cancelled to ensure no further charges. 

We appreciate the opportunity to respond to this complaint and hope that Mr. ***** finds this a satisfactory resolution to his complaint. If you have any
questions please feel free to contact me at ###-###-####.

 

Sincerely,


******** *******, Compliance Analyst

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



W
###-###-#### | F ###-###-####

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


BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

1/9/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Vemma says they have a 30 day money back guarantee. So I had been purchasing the product for a few months. I was running out of money so I decided to get a refund towards the end of my last order. I called and asked how to get a refund. They said all I had to do was send back a box with whatever product I had left and make sure to put what they called an "RNA #" on it. They never told me a tracking number was needed. So I did just that. It was sent by USPS and was sent as priority mail, meaning it should have arrived in about 3 business days. I waited a week before calling and asking if they had received it, they said no. I called multiple times over the next month and a half or so and they said in order to figure out if my package was received they needed a tracking number. I don't know what happened to my receipt i got from sending the package back but apparently it had my tracking number on it.The USPS said they don't keep records of purchases or anything like that. When I told them i didn't have a tracking number they said that it was probably in their warehouse and that they would look for it. I waited a week before calling back and they said that they would look in their warehouse, in other words they didn't look the first time they said they would. Then I called a third time and got the same answer. I finally got a call back about 2 days later and they said "It wasn't there." I have called both post offices from where I sent the package and from where it was received, I have even contacted the Mail recovery center in Georgia and all of these places say that the package was sent to Vemma, and if it wasnt then it would have been sent back to me because it had a return address on it. So I know they received it. I think that Vemma is trying to take advantage of me because I don't have my tracking number, which they never said I needed in the first place.

Desired Settlement: The purchase was worth around $600 dollars, and considering the refund is a full refund that is what I intend to get back

Business Response:

November 5, 2012 

 

Andrea Garcia 

Better Business Bureau 

4428 N. 12th Street 

Phoenix, AZ 85014-4585

  

Dear Ms. Garcia,

  

This letter is in response to your correspondence dated November 2, 2012 regarding customer complaint #******* from ***** **** ******. 

To give you some background on the company, Vemma Nutrition Company (“Vemma”) is a direct selling company that markets dietary and nutritional supplements to customers through a network of independent distributors referred to as “Brand Partners.”  Brand Partners are independent contractors eligible to earn weekly commissions based on their volume of sales. Mr. ****** joined Vemma on February 9, 2012.

  

In reviewing our records, Mr. ****** set up two monthly orders for himself which were set for approximately the 8th and 18th of each month. Mr. ****** received orders in February, March, April, May, and June.  In July, Mr. ****** placed 3 orders via the internet. The order dates were July 3, July 8 and July 18.  The order for July 3 was for what is called a Silver Builder Pack ($571.15).  By purchasing this pack, Mr. ****** became qualified for Vemma’s Platinum Club. The Platinum Club is an incentive program in which we reward Vemma Brand Partners by providing them with an opportunity to earn monthly bonus payments towards a new vehicle. The additional orders were for Verve Energy Drink ($83.78) and Verve Energy Shots ($83.78).

  

On July 23 Mr. ****** contacted our customer service department requesting to return the three July orders.  Vemma offers a generous 30 day return policy. Mr. ****** was given an RMA Number (return merchandise) and was advised to write that number on the boxes oF merchandise he was returning.  Vemma’s policies state that Any merchandise being returned to our Vemma Returns Centers must be sent pre-paid. Brand Partners are encouraged to use a traceable means of transport, as Vemma is not responsible for items lost in transport. A credit will be issued for 100% of the product purchase price, less shipping and handling, to the credit card originally used for payment or by the original payment method.” 

 

On July 31, Mr. ****** called again asking our customer service agent to review the RMA procedure with him, at which time he was again advised to write the RMA number on the boxes he was returning. 

 

On August 13, Mr. ****** contacted customer service to inquire about his refund. He was advised at that time that we did not show his order had been received in our Tolleson, Arizona warehouse and we asked him to call us back with a tracking number so we could research further. He told the agent that he would get the number for us. Mr. ****** called back to advise us that he did not have a tracking number, We followed up with the Returns Department at our warehouse on August 24 and September 5 at which time the return had not been received. We received a call from Mr. ****** on September 19 at which time he said his mother returned his products to the Scottsdale, Arizona corporate office. When we called back later the same day to advise him that we were unable to locate his return he then advised us that he may have mailed to the Tolleson warehouse.  

 

Since we are unable to locate any of the products that Mr. ****** returned, and our warehouse has confirmed several times that they have not received the returns, unless we are able to get a tracking number we are unable to issue a full product credit to Mr. ******.  

  

In good faith and as a onetime courtesy, a credit was issued to Mr. ****** in the amount of $73.98 on September 26, 2012. This was for the product from his last order from July 18. If Mr. ****** is able to provide the tracking information or proof that he did return the additional products we would be happy issue an additional product credit.

  

We appreciate the opportunity to respond to this complaint and hope that Mr. ****** will provide the additional information as requested so that we may assist him in getting this situation resolved.

  

If you have any questions please feel free to contact me. 

 

Sincerely,  

 

******** *****, Compliance Analyst
********@vemma.com

W ###-###-#### | F ###-###-#### 

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

vemma.com
facebook.com/vemma
twitter.com/vemma 

 

 

 

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

 I do agree that it was a little confusing as to where I sent the package, however I am certain that my package was sent to the warehouse. Also it was stated in the response that “Any merchandise being returned to our Vemma Returns Centers must be sent pre-paid. Brand Partners are encouraged to use a traceable means of transport, as Vemma is not responsible for items lost in transport. A credit will be issued for 100% of the product purchase price, less shipping and handling, to the credit card originally used for payment or by the original payment method.” This is fine. I have contacted both the sending and receiving post offices from fall city and Arizona and they both informed me that if my package didn't make it to vemma it would have been returned to my return address, or the mail recovery center for USPS in Georgia, but it was not returned to either,leaving the only other place that it would end up being the vemma warehouse. Also vemma told me that they were unable to find my package without a tracking number. I would like to point out that when I called asking what I needed to do to get my money back for my most recent purchases all I was told to do was make sure that my RMA number was written somewhere on my package (which I did) and then send it to the warehouse (which I also did), not once was I informed that a tracking number was needed to find my package when it got down to the warehouse. So basically when I contacted vemma I was ensured that if I sent my package back with an RMA # on it I would receive a refund but I have not received any money from vemma since my cancellation of product shipment in late July. 

Regards,

***** ******


 

Business Response: Dear Ms. Garcia,

Thank you again for the opportunity to respond to Mr.
******’s complaint (#*******). I was unable to reply through the BBB website previously so I had responded via email on November 29.  I received a message today stating that you had not received our response so I wanted to resend to you.  

We have continued to follow up with our warehouses and still we have not received any returns from Mr. ******. We have checked with our  Arizona warehouse as well as our Georgia warehouse several times since Mr.  ****** is unsure of where the products were sent. Had the product order been a  single box that was not received it may have been understandable that the  shipping company misplaced the box or the box was shipped to an incorrect  address considering Mr. ****** is unsure of where he or his mother sent the  package. However, the products being returned were in several boxes (4), and  none of the boxes have been delivered to us yet.

As a courtesy to Mr. ****** we did issue a credit to him on  September 26, 2012 in the amount of $73.98. This was for one of the orders he  claimed he returned but we still have not received. We would be happy to  research this further if Mr. ****** provides the receipt for the prepaid package  he shipped to us showing confirmation of the shipment, or if Mr. ****** provides  the tracking information. Unfortunately, without receiving any of the packages  and without receiving any proof of a prepaid return, we are unable to issue an  additional credit at this time.

Please feel free to contact me with any questions you have.

Sincerely,

******** *************
Legal Compliance Analyst
Vemma Nutrition Company
###-###-####
********@vemma.com




 

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable offer to resolve the complaint. However the consumer did not accept the offer.

1/7/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I am N***'s mom. N*** was approached about Vemma and made the mistake of buying into the pyramid product. The intitial cost was $150 for product/shipping. As in most cases, N*** was only able to find one person who would buy in to this scheme. He ordered the first product in October, and the next autoship product came in November. N*** is a freshman in college and, of course, like most college kids, they want to make qu*** money. I didn't find out about this until N*** received an overdraft on his November account when the autoship came through. I, at that point in time (12/5/12), contacted Vemma and spoke with ***** and cancelled the product (Conf #3904506). I was told that N*** could only return the latest pack. They would not give him a refund for the first product that was delivered in October. Per *****, he asked that I ship it Fed Ex. He told me they would pay the return shipping. I asked how they would know how much that was and he told me they would pull it off the box. Well, ***** never intended to reimburse me for sending it Fed Ex, which was very expensive ($28.44). He claimed that he meant the intiial $14 that it cost to ship it. I was quite clear on what I meant and so was *****, but I'm sure he wanted to get me off the phone. At that point in time, I cancelled N***'s debit card becuase I'm aware of how these pyramid schemes work and didn't want them to have access to his account any longer. I called back on 12/10/12 and spoke with ***** who informed me that only $150 ($136 + $14 initial shipping) would be refunded. I argued with him about the $28.44 that it cost me to ship it Fed Ex, because I could have sent it much cheaper another way. He informed me that he was going to listen to the conversations that are recorded and would let me know. He said the conversation was quite clear, so I asked him to send me the audio, becuase I know that I was quite clear in what I understood as well. He would not send me the audio and was quite clear that the company would not allow that to happen. ***** said he was going to speed up the refund and forward me the confirmation. After several days of not receiving anything and not receiving a refund and ***** not taking my calls, I called again and spoke with Alecia on 12/20/12. She was very friendly and said it would take 3 - 4 weeks for a refund, but did speed up the process and had the refund deposited on 12/21/12. However, Firstbank called to inform me that only $130 had been deposited (because I filed a dispute with my bank over Vemma, they are watching the account carefully). I did ask for information on where legal matters should be sent to, and they were very reluctant and after several conversations with her supervisor, they finally provided me an address and email (but said there was no phone number). I don't really want to get my lawyer involved, so I thought I would try this route first. When I called today (12/21), I spoke with Patti who gave me the phone number to the compliance department and informed me that because the one person N*** signed up underneath him had returned the product, he only received $130. Why was this not mentioned before? In total, the first order was $150, and the second $150. N*** received a $25 overdraft becuase he didn't understand the autoship policy. and then it cost me $28.44 to return the product. It cost N*** $223.44 for product he cannot get rid of. I understand young college students are adults, but I also believe that Vemma preys on these young adults because, although they may be book smart, they are not world smart. It's a lesson N*** has learned, but I'm hoping it will not continue to happen to other individuals. My husband and I operate 3 businesses and have never had a complaint. If there is a problem, we always make it right with the customer. That is why we have been very successful. I also work for a marketing firm, so I have a problem with how this company handles their marketing and their market target of young adults. Thank you for any help you can give and Happy Holidays!

Desired Settlement: I would like to be refunded the $28.44 that it cost me to return the product via Fed Ex, the $25 for the overdraft, and I would also like to be able to return the first shipment for a refund. Thank you!

Business Response:

Dear Ms. Garcia,


This letter is in response to your correspondence dated December 22, 2012 referencing complaint ID# *******  from ***** regarding **** *****.

Vemma Nutrition Company is a direct selling company that markets dietary and nutritional supplements to customers through a network of independent distributors referred to as “Brand Partners.” Brand Partners are independent contractors eligible to earn weekly commissions based on their volume of sales.

**** ***** joined Vemma on October 24, 2012 through a Vemma Brand Partner website.  At that time, **** confirmed that he was over the age of 18; therefore parental consent was not required for him to become a Vemma Brand Partner. At the time of signup **** purchased two cases of Verve Energy Drinks, totaling $150 ($136.00 + $14.00 shipping to Big Rapids, MI).  **** also signed up for a monthly autodelivery, scheduled to process on or around the 24th of each month. 

Vemma offers a generous 30 day return policy, however we received no communication from **** indicating that he was unhappy with the products or service he received.  ***** (****’s mother) contacted Brand Partner Services on December 5, 2012 to notify us that she wanted to return ****’s November order.  ***** also cancelled ****’s monthly autodelivery at this time.  Documentation indicates that due to *****’s complaint,  the initial shipping would be refunded to **** for the November order, however he would be responsible for the charges for returning the products back to our warehouse. Vemma does not require that returns be sent via FedEx, however we do recommend that a traceable means of transport be utilized as Vemma is not responsible for returns lost in transit. Comlete policy information regarding returns is available online at www.vemma.com.

Brand Partner Services received additional communication from ***** on December 11, 2012.  ***** advised the agent that she was told that Vemma would reimburse her for shipping the products back to us.  ***** spoke to a supervisor who informed her that we would issue credit for the product and original shipping charges ($14.00) once the return was received. The return was received on December 18, 2012. Twenty dollars in commissions had paid out to **** on November 14 for the order that was now being returned; therefore a credit was issued in the amount of $130.00 on December 20, 2012.

In *****’s complaint she states that **** received a $25.00 overdraft fee because he did not understand the autodelivery policy.  While this is unfortunate, Vemma is not responsible for overdraft fees incurred by Brand Partners for products they purchase. Had we been notified to cancel the autodelivery prior to November 23 we would have been happy to cancel the order per ****’s request.

While this is an unfortunate incident we take great pride in our customer service and satisfaction. Since ***** stated she paid $28.44 to return the product to us via FedEx, we will gladly reimburse her for that charge as a onetime courtesy. We’ll need ***** to submit a copy of the FedEx receipt to us and we will issue the credit to her.  We will not reimburse **** for the $25.00 overdraft fee or for the original order of energy drinks **** purchased in October when he joined Vemma.

In response to *****’s allegations that Vemma is a pyramid-type business, we offer the following:

Vemma was incorporated in September 2004 in the State of Arizona. Vemma’s parent company, New Vision USA, Inc. was established in 1995 by the Boreyko family and is a proud member of both the Direct Selling Association and Better Business Bureau® of Central/Northern Arizona.

Vemma is a direct-selling marketing company that markets its products through independent distributors known as “Brand Partners.” To become an independent distributor, individuals submit a Member application to the Company wherein they agree that if the application is accepted they will be able to purchase products from Vemma at wholesale and market the products to the general public. When a person becomes a distributor, he or she agrees to conduct the independent distributorship in compliance with Vemma’s policies and procedures, in addition to federal, state and local laws. A distributor may earn compensation in one of two ways as a Brand Partner. First, when the distributor purchases the product at wholesale from Vemma and sells it to the general public, he or she retains any profit on the sale. Second, the independent distributor may be paid a commission on product sales directly or indirectly generated by the distributor. Those commissions are paid on product sales by the distributor and product sales by other distributors sponsored in to the distributor’s sales organization. No commissions are paid for sponsoring or introducing other people into Vemma. No distributor is obligated to participate in Vemma’s marketing plan. Also, if a distributor wishes to receive commissions under the marketing plan, he or she must certify that seventy percent of the products previously purchased have been used for business building purposes or sold to or consumed by end users of the products.

Vemma’s published policies, which each applicant for Brand Partnership must agree to abide by, emphasizes the Company’s approach and philosophy. The introduction section of these policies states the following:

The Vemma Nutrition Company is a direct sales company based in the United States. It is a family oriented business built upon the highest ethical standards. It combines some of the best direct sales features based upon its founders’ years of experience in the industry.

Any company which represents that a member will achieve financial success without working the program or by relying solely on the efforts of others should be disregarded. Furthermore, any company that ties compensation and financial success solely to recruiting efforts rather than actual sales for ultimate use by Customers is an illegal pyramid scheme and ultimately destined to collapse.

A Vemma Brand Partner is an independent contractor, and like any other independent business person, his or her success or failure depends on his or her personal efforts. No direct sales company can legitimately guarantee its independent contractors any particular income, profit or success. The Company provides an opportunity for Members and Customers to enrich the quality of their lives by using the Vemma Nutrition Program. The Company also provides equal access to financial success for any Brand Partner willing to properly work the program.

Vemma has also adopted and enforces other policies to ensure compliance with federal and state laws and to make certain that many of the abuses commonly associated with illegal pyramids, such as inventory loading, cannot occur. The Company also has a liberal buy-back policy whereby the Company will buy back all product in resalable condition purchased by the distributor and provide a 100% unconditional, full money-back guarantee. Moreover, Brand Partners may terminate their distributorship at any time, for any reason. Vemma’s published policies further provide:

Policy Provisions

In order to maintain the integrity of the Vemma program and to assist and ensure compliance with federal, state, provincial, local and applicable non-US national, state, federal or local laws, policies or regulations, the following policies have been adopted and will be strictly enforced.

Policies to Ensure Compliance With State and Federal Laws

Inventory loading is prohibited. Vemma is a company built on the quality of its products and their use by Members and Customers are strictly prohibited from purchasing products or encouraging other Members to purchase products solely for the purpose of qualifying for commissions or bonuses.

Each member wishing to receive commissions under Vemma’s marketing plan must certify that seventy percent (70%) of products previously purchased have been sold to or consumed by end users, and keep accurate records of monthly sales to specific consumers. These records will be subject to inspection by the Company upon reasonable notice. Each order placed by a Member constitutes the Member’s certification to Vemma of the foregoing. Each member acknowledges that Vemma is relying on such certifications in paying such Member commissions.

The company will liberally apply its buy-back policy on rescission or termination by the Brand Partner of his or her Team Membership, but Vemma will not repurchase products or issue refunds on products certified as having been consumed or sold. Falsely representing the amount of product sold or consumed in order to advance in the marketing plan shall be grounds for termination.

***

Enroller Responsibilities

There is no "secret" involved in Vemma or in any business. Those who enroll, but who do not help new Members develop their business, meet with limited success. Therefore, a responsibility of the enroller is to work with new Members, helping them learn the business and encouraging them during the critical early months. Enrollers are not required to carry inventory of products or sales aids for new Members.

Any Member who enrolls other Members must fulfill the obligation of performing a bona fide supervisory, distribution and selling function in the sale or delivery of product to the ultimate Customer and in the training of those enrolled. A Member must have ongoing contact, communication and management supervision with his or her sales organization. Examples of such supervision include, but are not limited to: product presentation, retail sales training (in the countries where retail selling is allowed), newsletters, written correspondence, personal meetings, telephone contact, voice mail, electronic mail, training sessions and accompanying individuals to Vemma training. Members should be able to provide evidence to Vemma, as requested, of ongoing fulfillment of sponsor responsibilities when asked by Vemma.

 

***

Vemma’s compensation plan is designed to reward Brand Partners who retail and consume commissionable products, use Vemma products in their independent businesses, sponsor and train Brand Partners, and teach their downline to do the same. Brand Partners are not compensated for the act of sponsoring; rather, it is through the sale, personal consumption or use of commissionable products in their businesses that Brand Partners are rewarded for their efforts.

Ultimately, among other things, Vemma’s policies, and the enforcement thereof, ensure that any compensation received by Brand Partners are derived from the sale of Vemma’s products, rather than the sponsoring or introduction of people into the Company. Therefore, Vemma Nutrition Company does not constitute an illegal pyramid scheme.

 


We appreciate the opportunity to respond to this complaint and hope that ***** finds this a satisfactory resolution to her complaint.

If you have any questions please feel free to contact me at ###-###-####.



Sincerely,



******** *******, Compliance Analyst
********@vemma.com

W ###-###-#### | F ###-###-####

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

vemma.com
facebook.com/vemma
twitter.com/vemma



Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and find that this resolution would be satisfactory to me.  I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.

I have attached the receipt of what it cost to return the product for $28.44.  Since I have closed ****'s checking account in order for Vemma to not have access to this account, please send a check to Nick Ramon at his home address:  ***** * ******** ***** ********* ** *****.  Please advise on how long it will take to receive this refund, as it takes 3 to 4 weeks for them to deposit refunds for some reason.  I would like to resolve this as quick as possible.

Thank you for assisting me in taking care of this matter.  I'm very pleased with your assistance in the timely manner in which it has been taking care of.  Enjoy the new year!

Regards,

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


 

 

BBB's Final Determination: Business offered a partial (less than 100%) settlement which the consumer accepted

12/21/2012 Delivery Issues | Read Complaint Details
X

Additional Notes

Complaint: Regarding acct #********* Vemma took payment of $644 in July 2012 for product I did not receive. Vemma released the product I ordered to another Representative of the Co. who facilitated the sale and gave me the option to store it at the North scottsdale store until I could pick it up. I was to be fully refunded the rest of the $500 when/ if I returned product but I never had the product in the first place and therefore couldnot myself return that which I did not have. I have been unsuccessful in getting reimbursement from the person Vemma released my product to ###-###-#### who said I could store it at the store until I could pick it up despite his many promises to do so. Vemma reimbursed $144 to date but has not responded to my many calls for help in this matter other than to take my complaint over the phone and refer me to ******** *******(SP?) an individual who I have just learned is in the legal dept for the Co. She has been given my correct phone contact but has not called back. I have asked Vemma for the full refund of my $500 in my phone complaints over past 3 weeks without success to date.

Desired Settlement: Vemma will immediately refund the remaining $500 they took from me and hold the individual they released the product to liable for paying them for the product they gave him.

Business Response:

Dear Ms. Garcia

This letter is in response to your correspondence dated December 12, 2012regarding complaint ID# 9333107 from ***** *********

Vemma Nutrition Company is a direct selling company that markets dietary andnutritional supplements to customers through a network of independentdistributors referred to as “Brand Partners.” Brand Partners are independentcontractors eligible to earn weekly commissions based on their volume of sales.

*** ******** joined Vemma on July 14, 2012 through a Vemma Brand Partnerwebsite belonging to a student at Arizona State University. At that time, Lucasplaced a onetime order for a Silver Builder Pack, totaling $544.70 and set up amonthly autodelivery for a Vemma 2 pack to process on or around the 14thof every month. *** ******** attends the University of Arizona in Tucson,Arizona, therefore, from the research we have conducted, it appears that heopted not to pay the shipping charges to have the products shipped to him inTucson, but opted to have another student **** ********, pick up the productsfor him and then either deliver it to him in Tucson, or he would drive to Tempeto pick up the products. The order was picked up at our Scottsdale office andsigned for by *** ******** on July 17. 2012. At that time *** ******** had not contacted us to cancel his order, therefore the order was released to ***********. Based on my conversations with *** ********, he and *** ********never got together to exchange the product. *** ******** claims he attempted toreturn the products to Vemma however since it was past the thirty day timeframe allowed for returns per Vemma’s policies we would not accept the return.In conducting our research there is no indication or documentation showing that*** ******** attempted to return the order, as we are very lenient with ourreturn policy. *** ******** said he kept the product at the time and claimedthat he gave it to another Brand Partner, ****** ****, at a later date. ******* claims he never received any products from *** ********.

Since we had not received a request to cancel ************* order or accountand we were unaware of the ongoing challenges *** ******** was having, a secondorder processed for him on August 13 which was also held for pickup at our Scottsdale location. *** ******** contacted us on August 22, cancelling thesecond order, at which time a full credit was issued to him totaling $137.28.

At that time *** ******** inquired about his previous return for his July 14order. He was advised that the return had not been received, however as a courtesywe issued an RMA # (return merchandise number) and told him we would accept thereturn if he got it to us by the end of business on August 24. The return wasnever received and we did not receive any additional correspondence untilNovember 28, 2012, therefore no additional action was taken at that time.

When *** ******** contacted us on November 28, 2012 he spoke to a call centeremployee and explained his situation. The employee brought this to hersupervisor’s attention who then contacted the Legal Compliance department.These types of situations require research, therefore I attempted to contact*** ******** on December 4 to update him and let him know that we were lookinginto his complaint, however the phone number we had in our files was invalid.We proceeded to conduct our investigation locating signed invoices and speakingwith the people *** ******** had been in contact with.

After conducting our investigation and speaking to **** ******** and **********, it was decided that since we were unable to verify the facts with eitherof them as both gave us different versions of the story; we opted, in good faith,to issue a full credit to *** ********. The credit was requested on
Monday, December 10, 2012, and was expedited to the credit card to which it wasoriginally charged. Credits can take approximately 7-10 business days toreflect on a cardholder’s account.

During the time we were conducting our investigation, *** ********’s mothercontacted us to advise us that she was going to file a complaint against us aswell. Since *** ******** is of legal age to enter into an agreement (he is **)we were unable to speak to his mother or provide any details as all BrandPartner’s information is confidential. We received the BBB complaint onDecember 12.

While this is an unfortunate incident we take great pride in our customerservice and satisfaction which is why a full credit was issued to *** ********on December 10. *** ********’s account has been terminated to ensure no furthercharges.

We appreciate the opportunity to respond to this complaint and hope that *** ********finds this a satisfactory resolution to his complaint.

If you have any questions please feel free to contact me at ###-###-####.



Sincerely,



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


***************, Compliance Analyst

********@vemma.com


W ###-###-#### | F ###-###-####







Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and find that this resolution would be satisfactory to me.  I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

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


 

 

BBB's Final Determination: Consumer accepted resolution offered by the business.

12/13/2012 Guarantee/Warranty Issues | Read Complaint Details
X

Additional Notes

Complaint: I am writing about a company called Vemma. They are a multilevel marketing program. My husband and I signed up with them a few months ago. They told us that we could try the product and if it didn't work we could return it. They have a liquid vitamin which we used. They also carry energy drinks, sleep aids and have a weight loss program. We were told that it would take a week to 30 days to feel that the product was working. We each used it 30 days, I actually felt more tired. Probably not any fault of the product but it certainly wasn't giving me more energy. When our second shipment came, we stated to take it, then I asked my husband if he felt anything from taking the product? He said, No he had actually been feeling more tired. So I said, lets return the unopened bottle and this last bottle and try a different product. We wanted to sell but we wanted to be sure that the product worked for us so we could honestly say it worked for us. My husband called the company a couple days ago and they said, NO RETURN we had gone past the 30 days. This was NOT explained to us and was probably in some fine print. I think people need to be told this up front. They very much emphasized that we could return even an empty bottle if we were not satisfied. I now have bad feelings about the way this company operates. If it is such a great product, why are they acting like this? We signed up with ******** ******. When I told her our problem she got angry and unfriended me.She is suppose to help us.

Desired Settlement: Refund on unopened bottle and one empty bottle.[We actually purchased 4] We had wanted to just exchange but after the way we have been treated, we have changed our minds.

Business Response:

August 2, 2012 

 

Andrea Garcia 

Better Business Bureau 

4428 N. 12th Street 

Phoenix, AZ 85014-4585

  

Dear Ms. Garcia,

  

This letter is in response to your correspondence dated July 31, 2012 regarding complaint ID# ******* from *** * *****. 

Vemma Nutrition Company is a direct selling company that markets dietary and nutritional supplements to customers through a network of independent distributors referred to as “Brand Partners.”  Brand Partners are independent contractors eligible to earn weekly commissions based on their volume of sales.

  

Mr. ***** joined Vemma on March 31, 2012.  At that time Mr. ***** purchased item 1809 – a Vemma one pack (which consists of two bottles of product). At that time a monthly autodelivery order was also established.  The autodelivery order for Mr. ***** processed on April 29, 2012.

  

In the complaint Mr. ***** states  “they told us we could try the product and if it didn’t work we could return it.” This is true, as Vemma offers a generous 30 day, empty bottle, money back guarantee. The 30 day return policy is notated in several locations throughout our website as well as the free website provided to Brand Partners (see attached screen shot). 

 

In reviewing the account history for Mr. *****, we were contacted via email on May 24, 2012 to cancel the autodelivery, howwever there is no indication that Vemma was ever contacted about a return until July 9, 2012, approximately 2 ½ months after the April order.  Our phone agent followed proper procedures and advised Mr. ***** that due to being past the 30 day timeframe we could no longer offer a refund for the product.

  

While this is an unfortunate situation we take great pride in our customer service and satisfaction. Therefore as a courtesy to Mr. Yasso we are issuing a full credit in the amount of $78.05 for the April order.  The credit has been requested and will take 7-10 business days to process. 

 

We appreciate the opportunity to respond to this complaint and hope that Mr. Yasso finds the full credit a satisfactory resolution to his complaint. If you have any questions please feel free to contact me at ###-###-####. 

 

Sincerely,  

 

******** *****, Compliance Analyst
********@vemma.com

W ###-###-#### | F ###-###-#### 

**** **** ******** ***** *********** ** *****
vemma.com
facebook.com/vemma
twitter.com/vemma 

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

First of all we were told to try it for at least 30 days, which we did, we tried a Second  set  of bottles and after Those  we tried to return one full and one empty ( we bot a total of 4.)  Each bottle has its own30 day guarantee. We are entitled to our money back.... how can you use a product for 30 days, and return it and still be within the 30 day guarantee ? the guarantee is bogus, and we feel we deserve our money back for the 2nd  set of 2 bottles we tried. we were experimenting with the product to see if it helped us, so then we could offer it to others for sale knowing it works. It did zero for us, and when I asked for my refund  for one set of the bottles, I was refused.... Bad business practice, and I will tell everyone I can about how badly we were treated by Vemma. Everyone on my facebook, as well as linked in will know that Vemma does not  honor its guaranty.
We also asked to TRADE the full bottle for one of their diet products  which is supposed to help you sleep,and they said they had no such product.( their local rep espouses the value of that product all the time, yet the company denies it works like that) Bottom line is Vemma does not honor its guaranty, and they are deceitful about their products. Thank you for your help, but as far as we are concerned, this problem is NOT  RESOLVED. 

Regards,

*** *****


 

 

Business Response:

Andrea,

 

Please disregard my previous response to Mr. *****’s complaint, # *******.  In reviewing his account history I noticed that the first credit had not been issued, therefore I have submitted request to issue  2 credits to Mr. ***** for his March and April orders.  Those credits have been expedited and Mr. ***** will receive them within 7-10 days.  Mr. *****’s account has been cancelled at this time.  Mr. ***** will not be entitled to any additional credits as all product orders have now been refunded.

 

We hope Mr. ***** finds this a satisfactory resolution to his complaints.  Thank you for providing us with theopportunity to reply.

 

Sincerely,

 

******** *****, Compliance Analyst
******************

W ###-###-#### | F ###-###-####

**** **** ******** ***** *********** ** ***** 
vemma.com
facebook.com/vemma
twitter.com/vemma

 

 

 

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and find that this resolution would be satisfactory to me.  I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

*** *****

 


 

 

BBB's Final Determination: Consumer accepted resolution offered by the business.

11/27/2012 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I had ordered their product through one of their sales reps with a debit cardand unannounced to me i was enrolled in their autoship program. Ever since that day they have shipped me product to me monthly and debited my account.I have been totally unsatisfied with the product and told the sales rep to unenroll me. According to her she called the company and they wouldt allow her to unenroll me that i had to do it myself which is funny that she could turn me on but not turn me off.Because of my hectic schedule i waited a good while to search the internet for their site.When on their site i found an email address to respond to cancel my autoship. I received no email back and the product came again with of course another debit to my account so i emailed again with no response. I got their phone number and called somewhere around november 1st and the lady said that they received my email and that my autoship was cancelled on october 10,2012. Now on november 13,2012 my account has been debited again for $174.25. I want my entire money back i have mounds of this product and it doesnt do me any good.

Desired Settlement: i want all my money back. I can send the majority of the product back but they can arrange the shipping and pay the shipping.

Business Response: November 20, 2012  Andrea Garcia Better Business Bureau 4428 N. 12th Street 

Phoenix, AZ 85014-4585

  

Dear Ms. Garcia,

  This letter is in response to your correspondence dated November 17, 2012 regarding complaint ID# 9****** from **** ****** ******. 

Vemma Nutrition Company is a direct selling company that markets dietary and nutritional supplements to customers through a network of independent distributors referred to as “Brand Partners.”  Brand Partners are independent contractors eligible to earn weekly commissions based on their volume of sales.

  

Mr. ****** joined Vemma on June 8, 2012 through a Vemma Brand Partner website belonging to ****** ******.  When Ms. ****** set up Mr. ******’s Vemma account, she entered all of the personal information provided to her (name, address, phone number, email address) and she set up a monthly autoship order for Vemma Bode Burn (2 pack).  Orders were shipped to Mr. ****** on June 8, July 6, August 6, September 7 and October 6.   On July 25, 2012 we received a call from ****** ****** inquiring about a refund, but she never asked to cancel any future orders, therefore the August, September and October orders did process.  When Mr. ****** contacted us via email on October 10, 2012, his monthly autoship was cancelled per his request.

  

In researching Mr. ******’s complaint, I found a second account listed under the name ******* ******, with the same information as Mr. ******’s.  *******’s account was set up via the internet on June 11, 2012, by ****** ****** and there was never any indication that this account was set up without authorization.  At the time of setup a monthly autoship order was set up for V2 Fridgebrick 2-pack.  Orders were shipped to ******* on June 11, July 10, August 10, September 10, October 10, and November 10.  Since the email we received from Mr. ****** did not indicate that there was a second account, the agent who processed his cancellation in October was not aware that there was a second autoship scheduled for November that needed to be cancelled.

  While this is an unfortunate incident we take great pride in our customer service and satisfaction.  As a courtesy to Mr. ******, we will issue full credits for the last eight orders totaling $1,394.00 ($174.25 x 8).  The credits will be issued to the credit card they were originally charged on and will take approximately 7-10 business days to reflect on Mr. ******’s statement. Both ******* and **** ******’s Vemma accounts will be cancelled at this time to ensure no further charges.  We appreciate the opportunity to respond to this complaint and hope that Mr. ****** finds this a satisfactory resolution.  If you have any questions please feel free to contact me at ###-###-####.  

Sincerely,   ******** *******, Compliance Analyst
********@vemma.com

W ###-###-#### | F ###-###-#### 
**** **** ******** *****
*********** ** *****
vemma.com
facebook.com/vemma
twitter.com/vemma   

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID 9******, and find that this resolution would be satisfactory to me.  I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

**** ******

 


 

 

BBB's Final Determination: Consumer accepted resolution offered by the business.

11/2/2012 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: The Vemma website guarantees their product to be shipped in 2-3 business days and I ordered my product on Saturday, August 25, 2012. I received a confirmation e-mail the following Tuesday. Three days from Tuesday, August28 would be Friday, August 31. It is now Tuesday, September 4 and I still do not have my product. It has now been 6 business days since my order (excluding Labor Day) from my order date and 4 days since my confirmation e-mail.

Desired Settlement: I would like my product as soon as possible and if not received in the near future a complete refund for my purchase.

Business Response:

September 21, 2012

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

Better Business Bureau

4428 N. 12th Street

Phoenix, AZ 85014-4585

Dear Ms. ******,

This letter is in response to your correspondence dated September 19, 2012 regarding complaint ID#******* from ******* **** ******.

To provide you with a bit of background, Vemma Nutrition Company is a direct selling company that markets dietary and nutritional supplements to customers through a network of independent distributors referred to as “Brand Partners.”  Brand Partners are independent contractors eligible to earn weekly commissions based on their volume of sales.

Mr. ****** joined Vemma on August 24, 2012 via the internet.  His information was entered through his upline enroller’s website.  At that time an address of *** ***** ****** ***** ***** ********** ** ***** was input.  An order for a Verve 2 -pack was set up for Mr. ****** at that time through the same website.    The order was processed and shipped on August 25, 2012.  On September 19 our notes indicate that the order was returned to our warehouse due to a wrong address (the address on the letter you sent us is ***** ***** ****** *****).  Mr. ****** was given a replacement order by one of his fellow distributors, **** ***********, and we then shipped a replacement order to Ms. ************ to replace the order she gave to Mr. ****** (Reorder #********). 

In Mr. ******’s Statement of the Problem, he states that our website guarantees that the product will be shipped in 2-3 business days. Mr. ****** joined on Friday, August 24 and his order processed and shipped less than 24 hours later. 

While it is unfortunate that Mr. ****** had to wait for his product, it was beyond our control since the incorrect address was provided and the shipment was returned to our warehouse.  We would be happy to update Mr. ******’s address to ensure there are no further delays for any future product orders.

We appreciate the opportunity to respond to this complaint and hope that Mr. ****** is satisfied with the products he received.   If you have any questions please feel free to contact me at ###-###-####.

Sincerely,

******** *****, Compliance Analyst
******************

W ###-###-#### | F ###-###-####

**** **** ******** ***** *********** ** *****
vemma.com
facebook.com/vemma
twitter.com/vemma

 

 

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

9/20/2012 Problems with Product/Service | Complaint Details Unavailable
3/11/2012 Billing/Collection Issues | Complaint Details Unavailable