Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:12/12/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 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

  Date:10/31/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 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 Answer

  Date: 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

  Date: 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 Answer

  Date: 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

  Date:01/05/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 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

  Date:11/08/2022

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 11/10/2022

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

• Initial Complaint

  Date:10/06/2022

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 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 Answer

  Date: 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

  Date:08/24/2022

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 08/31/2022

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

  
  

• Initial Complaint

  Date:08/16/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 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.