ComplaintsforGundry MD

• Initial Complaint

  04/16/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Purchased product 2/15/24 from Dr ********************** for $139.85. Order #ODR-092697003/GM19691583 Used 2 containers with difficulty. Returned 3rd unopened container for full refund. Only refunded amount for 1 container. Was not told to return empty containers. I put the used containers in recycle after emptying. The company should let you know to return empty containers. I would appreciate a full refund.

  Business response

  04/19/2024

  We apologize for any confusion regarding our Money Back Guarantee policy. Customers are required to return both the empty containers and any unused formula to receive a refund. However, we understand your situation and have processed a full refund for the remaining amount to resolve your complaint. We apologize for any inconvenience this may have caused and thank you for your understanding. If you have any further questions or concerns, please don't hesitate to contact us. Thank you and have a great day!

• Initial Complaint

  03/08/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  On January 30 I ordered Coconut Bars from Gundry M. D. I was charged through my PayPal account and received an email telling me about the charge from PayPal. I never received any kind of confirmation from Gundry about the payment or my order but I did continue to get all kinds of promotional emails from them. Last week, end of February I get a message asking me how I liked the product. I called them because I never received any confirmation that they even got the order and I certainly could not tell them how I liked it because I did not receive it. Customer service told me the product would be sent out and that I would get an email confirmation. Still no email confirmation and still no product and it is now March 4. I tried to call again today but the message said their systems are down. I chatted and the message back was they could not help me because their systems are down. I feel like this company and their products some kind of scam.

  Business response

  03/08/2024

  We sincerely apologize for any frustration you experienced with the ordering process and when interacting with our customer service teams. Please know that our warehouse has been diligently working to expedite order processing. We have processed a full refund for your order today, and you should see the refund reflected in your account within the next 3-5 business days. Thank you for bringing this to our attention, and we appreciate your patience and understanding.

  Customer response

  03/08/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  03/01/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  Ordered ONE bottle: DRGBIOC3Gundry MD Bio Complete 3 - 60 Capsules1; on 2/23/2024; Money deducted from my account immediately. 2/25/2024: received an email that states, "Your Order ***-092951142/GM19769234 is being packed and prepped to leave our warehouse and will ship within 48 hours." So, I was even given a tracking number: TRACKING #************************** The first email sent to me stated it was being shipped via ***** the second response told me to go to *** (with same tracking number). Well, neither website had any record of receiving the package at all much being in transit as the second email to me stated (2/28/2024). Today, 2/29/24; I was emailed to track the same number on the *** website, I did, and *** still has not received the package! Mind you, this is already 5 days after the order, and definitely more than after the ******************************* I have asked for a full refund of my $58.75.

  Business response

  03/06/2024

  We sincerely apologize for the delay in delivering your order and any inconvenience this may have caused. We understand how frustrating it can be to wait longer than expected for your products.
  We see that you received a 30% refund on 3/1/2024. To further compensate for the inconvenience, we have processed a refund for the remaining amount of your order. This refund should reflect in your account within the next 3-5 business days.
  We are committed to improving our shipping process to prevent such delays in the future. Thank you for your understanding and patience.

  Customer response

  03/08/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  M D

• Initial Complaint

  03/01/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I ordered a 6 month supply of Gundry MD MCT Wellness Raspberry Medley - 6 Units.I ordered on a Subscription, expecting a follow-on shipment in about 6 months.I got an email confirming my second shipment 1 month after the initial order - for another 6 month supply,I contacted Gundry MD and was told "this is the way our system works." So they systematically ship excessive product, thereby grossly overcharging the customers for their products. Message from Gundry MD: Please keep in mind, the cost of return shipping is the customer's responsibility, and all empty or full containers must be returned in order to receive a full refund.So they shipped a product I neither needed or wanted, and want me to pay to give it back.And they have the nerve to call this 'customer service..'Totally dissatisfied with Gundry MD performance.

  Business response

  03/06/2024

  We deeply regret any inconvenience you may have experienced with the ordering process and in your interactions with our customer service teams. We are committed to resolving this matter promptly and to your satisfaction. A full refund for your last order has been processed, and there is no need to return the product. The refund should be reflected in your account within 3-5 business days. Additionally, your recurring has been canceled as well. We appreciate your understanding and thank you for bringing this to our attention.

• Initial Complaint

  02/26/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  On October 22, I purchased 3 ********** of ******** Complete shake, online from Gundry MD. This was my first order with the company, and intended to be a one time purchase to evaluate how the product worked, tasted, etc. after receiving the initial order, the company repeated this shipment and charge to one of my infrequently used credit cards. This occurred in November, December, and January. Due to multiple issues with holidays, illness, and large number of people in the household, I did not realize this shipment and charge was occuring monthly, for several months. In February, I located the customer service number and got the to stop the subscription. My issue is that the website and ordering system did not make it clear that the order would be recurring. I certainly would not voluntarily sign up for monthly shipments of goods to my house. I use computers all the time and order from a variety of sites; so the problem is not my computer literacy. I am sure that somewhere, somehow, there was a reference to monthly subscription that I missed. I submit that it is not clear enough, or perhaps the default setting or something like that. In any case, I did not knowingly authorize ordering a large amount of product like this every month.

  Business response

  02/27/2024

  We sincerely apologize for any frustration with the ordering process and when working with our customer service teams. The discounted offers are meant as a subscription price only. We want to be sure our customer concerns are being heard so we have refunded you for the 3 additional orders in full as of today. Please allow 3-5 Business Days for those to reflect back to your account. Thank you for reaching out, have a wonderful day!

• Initial Complaint

  01/25/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I ordered two items on Jan 1, ****, bars and shakes. The bars were marked as back ordered and shipping mid-January, the shakes were not back ordered. The company has chosen to hold my shakes until the bars are available to ship. It is now January 24, ****, nine days past mid January and I still dont have my order, but they already charged my credit card. I contacted them four days ago and was told that they could not ship the items separately, that my order would ship soon. Again, still not received, but they have charged me. Not sure why they cant send me the shakes I ordered if they are in stock. Im worried this company is an Instagram scam.

  Business response

  01/30/2024

  We regret to inform you that we are currently unable to locate the details of your recent transaction. In order to expedite the resolution process and assist you in locating your package, could you please provide the corresponding order number at your earliest convenience?
  Your cooperation in this matter is greatly appreciated, and we remain committed to ensuring a prompt and satisfactory resolution to your inquiry.
  Thank you for your understanding.

• Initial Complaint

  01/17/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I have been ordering 3-6 bottles at a time of Biocomplete 3 for years. These bottles were always 120 capsules each with a recommended dosage of 4 capsules a day. Then in Oct 2023 I decided to join the monthly subscription for convenience and at same price per bottle as when I bulk order 3 bottles at the time. Mind you ordering the bottles individually and the subscription options happen in the same ordering sequence on the website for you to choose between the two. So I get my first subscription bottle in Nov paying little attention to it and continue to take the 4 capsules a day. Then I run out before the months up. Still didnt think much of it until it happened for the second time in Dec 2023. I review the bottle and realize I have a 60 capsules and the recommended dosage now is 2 capsules a day. These people are absolutely SCAMMING their subscribers thinking they are getting the same size bottles as when you order individual bottles 1, 3, or 6 at a time. So unethical!!! And now the dosage has miraculously lowered to 2 capsules a day WOW. I liked the product but I cannot deal with scammers. Do not do business with these crooks.

  Business response

  01/18/2024

  We'd like to provide you with an important update regarding BIO COMPLETE 3:
  
  To enhance the convenience and effectiveness of our product, we have recently concentrated the formula. This means that the capsules now contain a higher concentration of ingredients, allowing our customers to achieve the desired benefits while reducing their daily dosage.
  
  As per your request on 1/12/2024 through our agent, your subscription was cancelled and no other recurring orders will be charged and sent.
  
  We have also created return authorizations for your orders, and sent instructions via email to you in order to take advantage of our 90 day Money Back Guarantee as stipulated on our website.
  
  We appreciate your continued support and trust in our product. If you have any questions or require further information, please do not hesitate to reach out to our customer support team. Your satisfaction is our top priority.

• Initial Complaint

  01/03/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Approximately, 19th of October, I purchased a 3 month supply of a Gundry supplement.Without authorization, it was again purchased on the 19th of November and December. Spoke with customer service on 21st of December after receiving notification that a delivery was going to be shipped. They said that it had not been shipped yet and that I would receive a refund. Today I called and they said it had already shipped and they will not take purchase off credit card.

  Business response

  01/04/2024

  We wanted to reach out to extend our sincerest apologies for any confusion or inconvenience caused regarding the recent subscription charges on your account. Our goal is to provide a seamless experience, and we regret any misunderstanding that led to this situation.
  
  Upon reviewing your account, we see that you were enrolled in a subscription service in order to get the lowest pricing available. We completely understand your concern, and please know that we've taken immediate action to address this issue.
  
  We're pleased to inform you that we've initiated refunds for both orders that were processed under the subscription, as per your request. There's no need for you to return any items, as we value your satisfaction and want to make this process as hassle-free as possible for you.
  
  Additionally, we have ensured that your subscription has been canceled to prevent any further charges or inconvenience. You will not receive any more shipments or be billed for the subscription moving forward.

• Initial Complaint

  11/02/2023

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I have successfully placed an order for 6 jars of Phyto Collagen Complex, the reason why I opted for 6 jars instead of 3 jars (which I had chosen in the beginning of ordering but changed my mind) was due to the promise as clearly stated on the order link page that 6 jars comes with a FREE bottle of BIO COMPLETE 3. And on the Order Page itself it was clearly given the option of 3 jars (which does not come with the free bottle) versus extended order of 6 jars (with Free Bottle of Bio Complete 3).On the same day, while trying to make payment, instead of straight forward payment page, I was continuously prompted many offer pages for many other products, well, I opted for 2 other products prompted, namely Lectin *************** Plants, and ended up with the purchase of total of 3 different types of these mentioned products.Tracking Ref 13090572CART36-YCMIK--1 My order is currently in transit, and when I made a written query to GundryMD customer service on the Free Bottle of Bio Complete 3, I received a simple email reply with subject title "Gundry MD CASE17123875" stated that I do not qualify.This is very unfair. It is misrepresentation of the offer as well as options available. I am very very disappointed.It is clearly stated a free bottle of Bio Complete 3 is given with extended order of 6 jars.And I remember very well when I opted for the 6 jars, it is clearly stated it comes with the free bottle of Bio Complete 3, this info was also stated in the GundryMD Newsletter promo link as well as the Order Page.

  Business response

  11/07/2023

  We sincerely apologize for the confusion surrounding the offer, and we deeply regret any inconvenience this has caused you.
  Upon reviewing the situation, we found that the website indicated the offer as valid for an order of 6 on a recurring subscription. Unfortunately, the order you placed was for a one-time purchase only, which resulted in the exclusion of the free item. We understand how frustrating this must have been, and we're committed to making it right.
  To resolve this, we've taken immediate action. Your order has been processed and shipped as of 11/3/2023, and we are sending you the free item you were ***********, completely free of charge.
  We genuinely appreciate your business and want to ensure your satisfaction. If you have any further questions or concerns, please don't hesitate to reach out to us through our support email. Your feedback is important to us, and we thank you for your understanding and patience.

  Customer response

  11/09/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by GundryMD business in reference to complaint ID ********, and I find that this resolution is satisfactory to me.

  Appreciate GundryMD effort in its response and action, it shows that GundryMD company take good care of customer. Though it become inconvenient for me to face delay & different timing of delivery.

  I would like to clarify that all the prelaunch email newsletters for this New Product namely "Gundry MD Phyto Collagen Complex" highlighted this is a Limited One-Time Availability on the day of launch, so it is understood that the 6 jars comes with one free Bio Complete 3 and not meant for order with future subscription, as there is no future supply until further notice.

  Sincerely,
  *****/*******************

• Initial Complaint

  09/25/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Sought to purchase a product from ******************************** and they have a very purposeful and devious checkout process that continually tries to add products to your shopping cart; repeatedly! But, there is no shopping cart, just a checkout with a gauntlet of upgrades to complete your order. I accidentally clicked on the button to add a product instead of the button next to it to skip that additional product which is purposefully next the the, "No, Don't add to my order". It IMMEDIATELY closes the order, no review just, "Thank You For Your Order"! I immediately sought to contact the company to cancel the order but their offices were not open so I submitted an online customer contact form. They ignored the form, and when I called the next day they claim they could not cancel the order associated with the items I did not intend to order. PLEASE LOOK AT THIER DEVIOUS CHECK OUT SYSTEM. So, I finally, after an inordinate wait time, got through to a customer support person and they canceled the one part of the order I wanted to keep, the lesser expensive one, of course. They refused to cancel the erroneous order and claim it will be shipped. It's not just the devious marketing techniques and check-out process but the way they try to slip in extra products in the checkout process and when it happened, the order is automatically closed out and processed.

  Business response

  09/26/2023

  We deeply regret the inconvenience you experienced while placing an order on our website. We understand how frustrating it can be when things don't go as expected.
  
  Upon receiving your request to cancel the orders, we immediately reviewed the situation. Unfortunately, the orders had already reached an advanced stage in our fulfillment process, and tracking information had been assigned. This made it challenging for our customer service team to intervene in a timely manner.
  
  However, I want to assure you that we take your concerns seriously, and we are committed to resolving this matter promptly. As of yesterday, we have initiated refunds for the affected orders. The refunded amount should reflect in your account within 3-5 business days.
  
  Your satisfaction is of utmost importance to us, and we sincerely apologize for any inconvenience you may have encountered. If you have any further questions or require additional assistance, please do not hesitate to reach out to our dedicated customer support team.
  
  Thank you for your understanding, and we hope the remainder of your day is pleasant.
  
  Warm regards,
  
  Customer Experience Team
  
  

*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. ↩