ComplaintsforMetagenics LLC

• Initial Complaint

  01/27/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Ive had multiple issues with Metagenics deliveries. The most recent was an Amazon order in an attempt to receive the product in a timely manner. The product sent was incorrect and it toll 6 days to arrive, when contacting Metagenics they said someone would contact me. Ive only had a request for the screenshot of the Amazon order. The seller nor Metagenics is making any effort to correct the situation. Its unacceptable and with amount of products on the market, they should be out of business! Do not purchase through their website they will send product charge you for ice that is melted because it will take 2 weeks to arrive. This company has bad business practices and takes zero responsibility for their poor customer service and lack of communication. Buy from anyone else youre wasting your time here and will spend a fortune on product that arrives late, and incorrectly. You as the customer are tasked with explaining yourself multiple times until finally its simply not worth it. Im very disappointed in Metagenics and if this I how they treat their customers imagine whats actually happening during manufacturing. Shame on you!

  Business response

  01/30/2024

  Dear ********************,
  I hope this message finds you well, albeit I regret to learn of the frustrating experience you've encountered with Metagenics deliveries, particularly with your recent Amazon order. Please accept our sincere apologies for the inconvenience and frustration this situation has caused you. We deeply value your feedback, and I want to assure you that we are taking your concerns seriously.

  I understand that receiving the incorrect product and encountering delays in delivery are not the standard of service we strive to uphold at Metagenics. We acknowledge the breakdown in communication and the delay in addressing your issue promptly. Your experience does not reflect our commitment to providing exceptional customer service, and for that, I am truly sorry.

  We have attempted to reach out to you via email to address the matter and ensure that your concerns are resolved satisfactorily. However, we encountered difficulty in reaching you due to an incomplete phone number provided. Please know that we are committed to resolving this issue and ensuring that your experience is rectified promptly.

  Your satisfaction as a customer is of utmost importance to us, and we are committed to restoring your trust in Metagenics. Our customer experience supervisor ******* emailed you yesterday to follow up. If you could respond there with your complete phone number, she will contact you right away to ensure this is resolved. 

  Once again, I apologize for the inconvenience and frustration you have experienced. We genuinely appreciate your feedback, as it helps us to improve and deliver a better experience for all our customers.
  Thank you for your understanding and patience in this matter. We look forward to the opportunity to regain your confidence in our products and services.

  Yours In Health, 

  Metagenics Customer Experience

• Initial Complaint

  12/23/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  10-14-23 Date of initial transaction 10-20-23 Date I initiated a request to return all items ordered on 10-14-23 (9 items in total)10-20-23 I Was emailed the *** return label after asking gentleman if that *** included all 9 items several times and he assured me it did. 11-3-23 I was notified my return had been received and I was only issued a partial refund which was issued 11-3-23. Shortly after noticing only a partial refund, I called customer service. ***** told me after many phone conversations that my *** only included 6 of the 9 items I had returned. He further explained that receiving took the liberty of manipulating my original order and added those 3 more expensive items returned to the lowest priced items on that order. So yes, they falsely manipulated my original order at the time of receiving the return and believe it or not the original order has been manipulated again at least one additional time since having all these conversations with customer service. None of these manipulations have been to reflect the exact original order or my exact returned items. I have spoken with representatives ***** and ******* many times over the last 7-8 weeks and I was told they have IT working on it and they have accounting working on it. And all the info has been sent to these departments and a supervisor has signed off on the remaining refund of $94.62 I am still owed and it has been sent to accounting to process the remaining refund. After a couple more conversations with **************** was told that accounting is very backed up but her supervisor would sign off on it and have a rush put on my refund. Also that it would happen on or before 12-4-23. Its now 12-23-23 and Still nothing!!I have been a customer with ******************** since 2015. I expected better. I simply want the remaining portion of my refund from all items returned.

  Business response

  01/02/2024

  Dear ******,

  I hope this message finds you well. I am writing to address the recent delay in processing your refund and to offer my sincere apologies for any inconvenience this may have caused. We understand the frustration and disappointment this situation has likely caused, and I want to assure you that we are taking immediate action to rectify the issue.
  

  Upon investigating the matter, it has come to our attention that miscommunication and system glitches on our part were the root causes of the delay in processing your refund. We acknowledge the impact this has had on your experience with Bariatric Advantage, and we are committed to making things right.
  

  I am pleased to inform you that your refund check was mailed on December 4th, and we have taken additional steps to address the delays in our system to prevent similar occurrences in the future. We understand the importance of a timely resolution and have assigned a dedicated team to monitor the progress of your refund.
  

  To further express our commitment to resolving this matter and ensuring your satisfaction, our Customer Experience Manager has reached out to you personally. If there are any specific concerns or additional feedback you would like to share, we encourage you to connect with our Customer Experience Manager directly. Your feedback is invaluable to us, and we are determined to learn from this experience to improve our processes.
  

  Once again, we sincerely apologize for any inconvenience this delay has caused you. We appreciate your understanding and patience as we work diligently to rectify the situation. If you have any further questions or concerns, please do not hesitate to contact our Customer Experience Manager or our customer support team.
  

  Thank you for being a valued customer of ********************. We look forward to restoring your trust in our services and providing you with an improved experience in the future.

  Bariatric Advantage Customer Experience 

• Initial Complaint

  12/12/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On Nov 30th, I placed an order for two vitamin supplement shakes. Paid to have it shipped within 3-5 business days. The order was never delivered. I contacted Metagenics to find out why, and on Nov 3rd, it was reported as damaged to Metagenics. No one contacted me or followed up when it was reported on the 3rd. When I asked ******* from customer service what would have happened if I didn't take time out of my day to contact the business, they would have just ignored the entire order, he had an attitude and got rude with me. Metagenic cancelled the order and is shipping a new one out. I spoke with ******* from customer service and when I asked if it could be overnighted they refused. I really didn't expect this from such an amazing company, the proper thing to do would be just to overnight the order since i've been waiting two weeks! This stuff isn't cheap either!

  Business response

  12/14/2023

  Dear *********************************,
  We sincerely apologize for the mix-up with your order and the subpar customer service you experienced when reaching out to us. We understand that our service fell short of your expectations, and for that, we are truly sorry.
  We want to clarify that immediate visibility into package damage with carriers is an area where we are actively working to improve. We recognize the importance of timely communication in such situations and are taking steps to enhance our processes to provide a more proactive and transparent experience for our customers.
  Please be assured that your feedback has not gone unnoticed, and we are committed to making necessary changes to prevent similar issues in the future. Our aim is to continuously improve our services, and your input is invaluable in this process.
  We appreciate your understanding and patience in this matter. Should you have any further concerns or if there is anything specific we can do to make amends, please do not hesitate to reach out directly to our management team.
  Thank you for choosing Metagenics for your nutritional supplements. We value your trust and look forward to serving you better in the future.
  Sincerely,
  Metagenics Customer Experience

• Initial Complaint

  10/31/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Purchased merchandise from website in July of 2023. Did not know I was enrolling in a plan where they will ship what you ordered again in two months. Received merchandise again in two months. Returned it and canceled membership. Have not yet received my refund. Have been calling them twice a week and all they say is they will reach out to the accounting department.

  Business response

  11/03/2023

  Dear **********************,
  I hope this message finds you well.
  

  I wanted to provide you with an update regarding the delay in processing your refund. We sincerely apologize for any inconvenience this may have caused you. However, I am pleased to inform you that your refund was successfully processed on Tuesday, October 31st. 
  

  We understand that your time and patience are valuable, and we appreciate your understanding during this delay & miscommunication. If you have any further questions or concerns, please don't hesitate to reach out to our customer support team.
  
  Once again, we apologize for any inconvenience this delay may have caused, and we remain committed to providing you with the best possible service in the future.
  
  Thank you for your understanding.
  Metagenics Customer Experience 

  Customer response

  11/03/2023

  I accept the refund but not the apology. There was no need to file a complaint for a refund. I took almost two months for a refund and one day after I filed the complaint they refunded my money. Everything I was told over the phone was false. They had my information and could have refunded me at any time but they refused to do so. It to a complaint from the BBB for a quick refund. 

  Business response

  11/13/2023

  Dear Mr. *********,

  I understand your frustration and hope that we can make this right with you.  Please reach out directly to our ************* Manager that you spoke with if there's anything we can do for you in the future. 

  Once again, we apologize for any inconvenience.

  Yours in health,

  Metagenics Customer Experience

  Customer response

  11/13/2023

  
  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

  01/05/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Metagenics sold me smoothie powder a month ago that they now say they have "sold out of." I have contacted customer service several times for a refund and been unsuccessful each time. I paid over $100 for a product with a bogus tracking number that was never delivered to me. When i checked in about this, customer service apologized and told me they were sold out. I have chatted with five different customer service representatives and was given a customer service number that is out of service. THIS IS THE BIGGEST SCAM COMPANY EVER DO NOT GIVE THEM YOUR MONEY.

  Business response

  01/06/2023

  Dear ****************,

  We apologize for any inconvenience this delay has caused. Our records do show that your order (Meta-US3348225444) was delivered on December 31st.  I'm including the tracking **** tracking number here for you: **********************. We strive to keep our products stocked at all times but there are times where we do stock out for a brief period of time.
  

  Our correct customer service phone # is ************. 

  Please let us know if there is anything else we can help you with.

  Thank you,

  Rocky 

   

• Initial Complaint

  11/08/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I have purchased products in the past from Bariatric Advantage with no issues. I visited their website today(11/8/22) to order more product from them. I went to one of thoer product's page (Ultra one Capsule) and selected a 90 day supply. While on the product page, the price for a 90 day supply showed $23 USD per bottle. I added 1 to the cart and the price changed from $23 USD to $53 USD. I called the business and was told that they had been having issues with thier product page pricing, and that the cost would be $53 USD per bottle. When I raised an objection about this, I was told that this was a known issue and the website hasn't been updated. When I asked for the advertised price shown, the representative refused. To me, this is a "false advertising" situation, but I will let you be the judge of that. Thank you for your time.

  Business response

  11/10/2022

  This was resolved for the customer on 11/10/22. 

• Initial Complaint

  10/06/2022

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I have have been a long time customer with ********************** and I've put up with there slow processing and shipping times for years. I placed an order October 3rd around 1pm and selected "overnight shipping." Of course I never received the package the next day. I contacted the company and spoke with ****, she was extremely rude to me and confrontational. She told me that because I didn't place my order at 8am that the day I ordered didn't court! Today is Oct 6th (2:37pm), and the order still has not arrived. Metagenics makes some of the best supplements on the market, I just don't understand why they don't seem to value customer service or fast delivery. Do not order from this company unless you plan on waiting weeks to get your product! When I spoke to ********** wasn't asking for a refund, I was only seeking to get the extra money I spent credited to my account so that I could apply it to my next order.

  Business response

  10/10/2022

  We apologize for any inconvenience this has caused and for not meeting this customers expectations. We did do a full refund for this order on 10/7/22 and contacted the customer.

  Customer response

  10/10/2022

  
  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

  08/24/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I bought vitamins a couple of months ago and contacted the company when I wasnt able to take them because they induced vomiting. The purchase I made was 96$, but the return would have been 56$. After having a lot of difficulty with getting a return label they were eventually able to get me one, and I was told it would take up to 30 days to get a refund. After the 30 day **** I reached back out to them and was told they have no record of the return and have no way of tracking it down. I do not have access to the tracking link, the way the label was given to me I cannot go back and review the tracking number and I was not given a receipt at drop off. I did my part, I sent the product back, but now Im being told they have no record of it and also have no record of the tracking number. How can the company not have record of their own tracking information?? Convenient that they had such a hard time getting me the label, now have no record of the return and cannot process a refund because they have no way to track it. If I had known or been told they have no way to track I would have taken a copy of the label, but also who keeps receipts after over a month?? And its not like I was ever sent an email or anything saying hey we never got your item we arent issuing a refund I had to reach back out to them.

  Business response

  08/31/2022

  Our customer service team contacted the customer and their complaint has been resolved.

  
  

• Initial Complaint

  08/16/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Metagenics has failed to contact me about my account. I submitted a tax exemption application with them and ever since that was done, I wasnt able to login to the account. I emailed support multiple times and never received a response of note.

  Business response

  08/22/2022

  Response: **************** contacted the reseller and informed him that the account is currently on hold, because the reseller is yet to provide an active professional license, which is needed for the account to be activated.

   

• Initial Complaint

  05/30/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On May 27th I was notified I that a subscription was being renewed, and charged, at 335am pdt. Company claimed falsely when I called at about 11am PDT that the order had already been filled and could not be cancelled. They said they would contact the Warehouse team to see if they could stop it. I was emailed and told that it couldn't be stopped because it had been shipped at **** am PDT. I responded to the email that I wanted proof of label creation and tracking information (which was provided for previous order) but I felt something was wrong with their story. I called back at approximately 230pm PDT and asked for tracking info for the package. I was told they don't provide that information. Argument ensued and I was hung up on. I called back asked to speak to manager. Was told that I would be transferred and placed on hold for approximately 45 minutes. A representative picked up, and I asked if they were a manager and told no. I spoke to the person explaining the situation and was told that that violated their policy and I could leave a voicemail and expect a call back within one week. I insisted that was not what I was told and was again hung up on. I called back and was immediately hung up on twice. On third call, I spoke with the representative and was told that I wasn't able to leave a voicemail but that their policy dictated that they would send an internal memo and if the supervisor could do something they would call me back. I said that was absolutely unacceptable and was again disconnected. Called back (3 hang **** spoke with the original representative from the morning who got combative and yelling match occurred. I called and was disconnected 9 consecutive times. The final representative told me that there was no process to report a complaint or receive assistance from a supervisor. I was then told that I would have to initiate a return after I had gotten the package. I do not believe I will receive the package or be able return the product for refund.

  Business response

  09/27/2022

  This complaint was resolved for the customer.

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