ComplaintsforIsagenix

• Initial Complaint

  11/08/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I have had to return two orders due to poor products. I called and emailed they have claimed to have called me which they did not. I was owed a coupon for next order and they closed my account because I returned their used nasty products

  

  Business response

  11/16/2023

  Dear ******************,
  
  I am writing in response to ***************************** recent complaint filed with the Better Business Bureau regarding Isagenix. We appreciate the BBB bringing this matter to our attention and allowing us an opportunity to address the concerns raised.
  
  Isagenix has conducted a thorough review of ********************** account in light of issues that were brought to our attention. Our investigation revealed repeated abuse of the Isagenix Returns and Refund Policy, along with clear instances of manipulation over a two-year period. Due to the gravity of these infractions, we have closed ********************** account, and he is no longer a customer of **********************.
  
  Throughout ********************** tenure with Isagenix, we made numerous exceptions and went above and beyond in our efforts to accommodate his needs. Unfortunately, the manipulation and misuse of our Returns policy became evident, leading to our decision.
  
  We appreciate his past business and wish him the best.
  
  Sincerely,

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

  Director of Global Compliance

• Initial Complaint

  12/08/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I tried to login to place an order and my account is disabled??!! I called customer service and they told me that I'd have to start all over with a new account and place a new order on the phone. They verified me with my phone number, so it is so beyond ridiculous that they closed my account when they clearly retain my information. This is the second time they disabled my account for not ordering often enough and the last time I had to beg and scream for them to reopen my original account. It wouldn't be a big deal to start over if it wasn't a pyramid but if I start over now, I lose my pyramid (or tree as they call it), the people who signed me up, and the others in my tree will lose out on my order. It's a lose-lose for everyone. What is the benefit of closing accounts? Why do they treat customers this way? What makes anyone want to spend their hard-earned money with them when they discard seldom purchasers like trash? They promote health and wellness but have to understanding that everyone is in different stages of their journey and can't order all the time? Is it just greed that they discard seldom purchasers? Isn't a purchase a purchase and it brings money to the company? It's just so callous. Their products are extremely expensive so I'm not able to order as often as I'd like but they are my go-to when I can afford it, however not if they keep closing my account.

  

  Business response

  12/20/2022

  Dear Ms. ********************* appreciate your business. Isagenix has reviewed your request and made the exception to reinstate your account. As stated in the Isagenix Policies & Procedures (P&Ps), accounts that have been inactive for 12 months are closed. However, we are willing to and have made an exception. 
  
  Please refer to the P&PS to understand how to keep your account active. Or please feel free to contact us at ***************************************** if you have any questions. We wish you all the best and hope you continue to enjoy our products. 
  
  Sincerely, 
  

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

  Director of Global Compliance

  Isagenix International

  Customer response

  12/20/2022

  
  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 for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  Daniella Peer
  
   
  

• Initial Complaint

  10/27/2022

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  A friend of mine signed me up for the isagenix collagen. I wasnt aware that I was enrolled in the auto ship program. A few days later, she also signed me up for the adaptogen for my husband. After the first month, when I got the second Isagenix box, I realized I was on auto ship. So I canceled my subscription immediately but kept the box. I informed the rep/friend that I canceled it because Im not interested in auto ship. She didnt inform me that the second product was also under the auto ship option, until I received the second box of adaptogens at home. Then I emailed the company asking about the return policy for the Adaptogen. They replied saying that I can ship unopened boxes at my own cost, and that I need to write the return code/number on 3 sides of the box. That was August 12 2022 when I emailed about the return. They replied August 15, and I shipped back on August 18th. The package was delivered by ***** and signed for by The ************, as noted in the ***** receipt. A month goes by but no refund was issued. I emailed them twice since then, no reply. I contacted AMEX, and they said they reached out to isagenix, who said They havent received the box/return. Which is completely untrue because my ***** tracking number is proof that it was indeed delivered on August 19 2022 at 1:41 pm. This is straight up theft! I returned the package but my money wasnt refunded to me. I demand my refund! The full amount of $183.35.

  

  Business response

  11/02/2022

  Dear **************,
  
  Having reviewed your complaint, we promptly processed a refund for the full amount of your order as requested ($234.95). We sincerely apologize for the subpar service you experienced, which fell below the high standard for which we strive. Please know that we have taken corrective steps to ensure the service we provide our customers improves.
  
  We trust the aforementioned resolves your complaint, and we wish you the very best.

  Sincerely, 

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

  Director of Global Compliance

  Isagenix International

  Customer response

  11/02/2022

  
  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 for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  *************************
  
   
  

• Initial Complaint

  06/12/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I put in an order for a weight-loss pack and it came I didn't enjoy the product so they asked me to send back all u opened packages of shakes and **** a code on 3 sides of the box. I did and payed for shipping on April 25th and still haven't received a refund and my shipping shows delivered over a month ago. Chatting with them about it my emails are getting ignored and virtual chat was no help. For me having to go through all of that and pay my own money to ship it back and for them to give me the run around it's terrible service and I don't understand why I was only refunded for the shakes and not the rest of of the package that I didn't enjoy either.

  

  Business response

  06/23/2022

  Dear ****************,
  
  Having reviewed your complaint, we promptly processed a refund for the full amount of your order as requested. We sincerely apologize for the subpar service you experienced, which fell below the high standard for which we strive. Please know that we have taken corrective steps to ensure the service we provide our customers improves.
  
  We trust the aforementioned resolves your complaint, and we wish you the very best.

   

  Sincerely, 

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

  Director of Global Compliance

• Initial Complaint

  10/30/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased products from isagenix after meeting an associate in an Uber (she was my Uber driver). I was sold on the idea that I could lose my remaining baby weight in a way that would fit my busy lifestyle. It was around $650 for one month, but I was sold on their return/money back guarantee policy. When making the purchase, I was nothing short of clear - (1) I would not be selling this product to anyone at any time; and (2) I was purchasing because I have very little time to prepare healthy food or so much for myself. However, immediately after purchase, the associate from whom I purchased the products began texting me daily (please bear in mind that we were otherwise strangers) and telling me that I couldnt successfully implement the program without joining ******** groups and relying on her coaching. I have time for neither of those things, and realized that I had been misled into thinking that this would not be a meaningful time investment. As such, I have been trying to return all $650 of unopened products for weeks now. The associate refused to assist with this, and most of my emails to corporate have gone unanswered. On 10/22, I received an email from corporate stating that they would be sending the return labels within 30 minutes, which never happened. I have sent several follow up emails which have gone unanswered. I would like assistance with (1) obtaining a refund; and also (2) warning others about their misleading business practices.

  

  Business response

  11/09/2021

  Dear ******************,
  
  Having reviewed your complaint, we promptly processed a refund for the full amount of your order as requested ($654.40). We sincerely apologize for the subpar service you experienced, which fell below the high standard for which we strive. Please know that we have taken corrective steps to ensure the service we provide our customers improves.
  
  We trust the aforementioned resolves your complaint, and we wish you the very best.
  

  Sincerely, 

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

  Sr. Manager of Global Compliance

  Customer response

  11/10/2021

  
  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 for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  *********************
  
   
  

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