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:11/05/2022

  Type:Customer Service 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 ordered a product online using ******.
  ****** says the order went through and they have received my payment.
  But the Gundry MD website put up a page that said:
  
  "Oops! We had a technical error. Our team is working to fix it right now.
  In the meantime, please call ************ to ensure your order is processed correctly.
  We apologize for any inconvenience. Thank you for joining the Gundry MD family!"
  
  So, I called the number.
  Got put on hold, listening to various hard sell messages about how to save more money by joining this or that club.
  Eventually hung up, because it just felt like this web page message had NOTHING to do with any technical error, but was just "phone bait" to get me to listen to more marketing propaganda.
  
  I'm sending you this complaint because I don't know how to actually determine whether there was a technical issue in the first place, and I'm hoping the company can assure me that my order has been correctly processed.
  

  Business Response

  Date: 11/16/2022

  Business Response /* (1000, 5, 2022/11/09) */
  I sincerely apologize for any frustration with the ordering process and when working with our customer service teams. I do see you have successfully placed a one time purchase using*******. I have sent a confirmation email of your order details. Thank you for sharing and for your feedback.
  
  
  Consumer Response /* (2000, 7, 2022/11/15) */
  (The consumer indicated he/she ACCEPTED the response from the business.)

• Initial Complaint

  Date:11/03/2022

  Type:Billing 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.

  This business claims to have a 100% money back guarantee. Well their product made me feel sick so I decided to return it. The minimum amount to ship it all back was $25.20 - I should not have to pay for that

  Business Response

  Date: 11/08/2022

  I apologize for the frustration you experience with our customer service team. Our Return Policy within the Terms and Conditions listed on our website do state the consumer's responsibility in return shipping. You can view this at ***************************************. We want to be sure our customer concerns are being heard so we have refunded you for each order 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!
  

  Customer Answer

  Date: 11/14/2022

  (The consumer indicated he/she DID NOT accept the response from the business.)
  If your product was truly risk free I would not be at a $25 loss right now. You should provide a shipping label for returns if you truly want to back this fake product. I should not have to pay to return your product to you.

  Business Response

  Date: 03/10/2023

  We understand you are not satisfied with the responses we have previously provided or the refunds we have issued. This is, however, the remedy we can provide for your complaint.Please refer to our websites terms and conditions section for more information. Thank you.

• Initial Complaint

  Date:10/31/2022

  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.

  I ordered 1 bottle ************************* online today 10/31 and was also charged for another three bottles on a separate order during the same transaction. I was given no chance to review my final charges before and do a final confirmation before multiple orders were charged. Instead of being sent to the confirmation page after my first order was "submitted" I was sent through more pages that tried to get me to add more items to me orders before being able to get to the confirmation page, leading me to think that I was purchasing 3 bottles at a discount rather than two separate orders for 3 bottles and the other 1 bottle I was originally going to purchase. I was goaded into purchasing additional items without clear notification that an order was already placed. This is a very misleading way to conduct business. I was very excited to try the product but at this point, would just like a full refund as these practices lead me to believe that I cannot put any trust in this company. What a sneaky way to run a business. Tricking customers is a poor business practice.
  

  Business Response

  Date: 11/09/2022

  Business Response /* (1000, 5, 2022/11/02) */
  I sincerely apologize for any frustration with the ordering process and for any inconvenience it may have caused. We would never want you to feel scammed by our company in any way and always want to be sure either feel the benefits of the products or take advantage of our Money-Back Guarantee. We always want to be sure your concerns are being heard. I have gone ahead and refunded your two orders. Please allow 3-5 Business Days for those refunds to reflect back to your account. Thank you for reaching out!
  
  
  Consumer Response /* (2000, 7, 2022/11/08) */
  (The consumer indicated he/she ACCEPTED the response from the business.)
  The company agreed to issue a refund. The site and ordering process is concerning and will not be ordering again, but I appreciate my refund.

• Initial Complaint

  Date:10/30/2022

  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.

  Product & Service Issue
  I ordered two bottles of Total Restore on Aug. 20. 2022. Total purchase price $83.67. Product claims have not worked for me. I have contacted them on several times by phone and email. They assigned me a case number ********. I contacted them after a week for advise since product was causing me intestional problems and not working and I was advised to reduce daily amount and continue to take product. Product has not worked for me. Website stated there was a 90 day complete satisfaction guarentee. I have supplied all info requested, charged date, charge amount, cc used for purchase. I do not have the initial order number.
  I have asked for a full refund of $83.67, but they continue to give me reasons they cannot find my order and cannot make a refund. Your help will be appreciated. *******
  

  Business Response

  Date: 11/18/2022

  Business Response /* (1000, 5, 2022/11/02) */
  I am so sorry to hear you did not see the results hoped for. To ensure your purchase is honored by the money back guarantee, I will need the order number you are referring to. Unfortunately, the information you have provided is not locating your orders and account. I have sent you a separate email requesting additional information to assist in locating your account. Thank you for reaching out in regards to this.

• Initial Complaint

  Date:10/27/2022

  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.

  Purchased 2 powder supplements that I wasn't happy with. Effects weren't as advertised and the powder was visibly chunky looking. They advertise on their website- products have a no risk 90 day guarantee. I contacted a representative for a refund. First, they said they'd give me 40% back. I declined saying I wanted full refund, as advertised. Now, they want me to pay for return shipping for the used bottles. I would like a refund and a prepaid label if they want the bottles back.
  Order number: ****************************************************************
  Site states "contact team at x and we'll refund your purchase price, no questions, no hassle." It does NOT mention returning the used containers at all OR at the customer's expense. Thanks in advance.
  

  Business Response

  Date: 11/18/2022

  Business Response /* (1000, 5, 2022/11/01) */
  We are so sorry to hear this did not make for a good fit and for any frustration caused while working with our Customer Service teams. Our Return Policy within the Terms and Conditions listed on our website do state the consumer's responsibility in return shipping. You can view this at *************************** . We apologize for any inconvenience this may cause but can assure you that all funds collected by our company have been refunded back to you in full. Please allow 3-5 business days for that refund to reflect back to your account. Thank you for reaching out, have a great rest of your day!

• Initial Complaint

  Date:10/23/2022

  Type:Customer Service 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 ordered a container of vegetable powder from Gundry M.D. The stuff tasted horrible. I requested a refund since they have a 90 day 100% refund guarantee. I requested also to cancel subscription since the product was horrible. I returned the unused portion(my expense-not free). Then this Sunday morning at 5:00am I was charged for more product getting ready to ship and no one is in customer service until Monday. I cancelled and they still charged me. They are thrives.
  

  Business Response

  Date: 11/17/2022

  Business Response /* (1000, 5, 2022/10/28) */
  I sincerely apologize for any frustration this may have caused. I do see that as of 10/26/2022 our customer service representative assisted you by refunding the charged order in full and cancelling your membership. You can expect to see your refund back into your account within 3-5 business days. I did want to inform you that our call center hours are Mon - Fri 6:00 am to 5:00pm PST
  Sat - Sun 6:00 am - 4:00 pm PST. Once again, we sincerely apologize for any frustration this may have caused. Thank you for bringing this to our attention. Have a great day!

• Initial Complaint

  Date:10/21/2022

  Type:Customer Service 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 tried to contact the company to cancel my subscription for bio complete 3 but I've been put on hold for long lengths of time. I sent an email but haven't received a response after several days.
  

  Business Response

  Date: 11/17/2022

  Business Response /* (1000, 5, 2022/10/27) */
  I am so sorry for any frustration this may have caused. I do show that the membership itself has been cancelled as of October 24th by our customer service team. I do see we sent a separate email to you confirming the membership was cancelled and you would no longer be billed. Thank you for reaching out, have a great rest of your day!

• Initial Complaint

  Date:10/14/2022

  Type:Billing 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.

  Ordered 3 bottles of total restore online today and was also charged for another bottle on a separate order with the same transaction. I also had no option to review my purchase before accepting charges very dishonest way of gouging unsuspecting buyers would rather a full refund and keep your lies
  

  Business Response

  Date: 10/27/2022

  Business Response /* (1000, 5, 2022/10/18) */
  I sincerely apologize for any frustration with the ordering process and for any inconvenience it may have caused. We would never want you to feel scammed by our company in any way and always want to be sure your concerns are being heard. I have gone ahead and refunded your two orders. Please allow 3-5 Business Days for those refunds to reflect back to your account. Thank you for reaching out!
  
  
  Consumer Response /* (2000, 7, 2022/10/22) */
  (The consumer indicated he/she ACCEPTED the response from the business.)

• Initial Complaint

  Date:10/10/2022

  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.

  On a advertisement *********** and on their website is says their product has a no risk 90 day guarantee. I contacted a representative for a refund and they want me to pay for return shipping for the used bottle. I would like a refund and a prepaid label if they want the bottle back.
  
  Order number: *************
  Name: ************
  Email: *********************
  Phone: **********
  
  All I could find on their website concerning guarantee was:
  
  "If you're not 100% satisfied with your product for any reason, you're covered by our 100% money-back guarantee (does not cover shipping and handling) for 90 days. For refunds, contact our customer support team at ************** and we'll refund your purchase price, no questions, no hassle."
  
  It does not mention returning the used containers at all (especially at the customer's expense).
  
  Thanks,
  ************
  

  Business Response

  Date: 10/19/2022

  Business Response /* (1000, 5, 2022/10/12) */
  I sincerely apologize for any frustration with the ordering process. Our Return Policy within the Terms and Conditions listed on our website do state the consumer's responsibility in return shipping. You can view this at *************************** . We want to ensure our customer concerns are being heard so we have refunded you for the order in full as of today and the membership has been canceled. Please allow 3-5 business days for that refund to reflect back to your account. Thank you for reaching out, have a great rest of your day!
  
  
  Consumer Response /* (2000, 7, 2022/10/18) */
  (The consumer indicated he/she ACCEPTED the response from the business.)
  I appreciate the full refund after going through this process. However, it would be better in my opinion to change the "money back guarantee" posted on each product page to say that "product containers must be returned at buyers expense to receive a refund", instead of saying "no hassle" refunds. At the very least, add a link in the "money back guarantee" of each product to the "terms & conditions" website.
  
  Also, it is unclear to me that your refund policy requires the return of product containers. It states "You will be responsible for any shipping charges incurred in returning any Product" but does not say unused product and containers need to be returned in order to receive a refund. See below the full policy. Please update with a clear description of what is needed for a refund. Thank you for your time.
  
  "Return Policy Gundry MDTM offers a 90-Day Money Back Warranty on all Products purchased through our Website (NOTE: Items purchased through third party links, such as *********** are not eligible for the 90-Day Money Back Warranty). This warranty comes into effect on the day your order is shipped from our fulfillment center and expires (90) days after. You will be responsible for any shipping charges incurred in returning any Product. Please contact our Customer Service at ************** for further assistance with your return."

• Initial Complaint

  Date:10/05/2022

  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.

  On the evening of October 4, 2022 my wife ordered 1 bottle of Dark Spot Diminisher from the GundyMD website at a cost of $53.65 (including tax).
  When I checked my credit card charges immediately after ordering the product, I noted a second charge for
  3 bottles of the Dark Spot Diminisher at a cost of $118.26 (including tax).
  Since the Gundy office was closed I woke up at 6:00AM the next morning and spoke to Marcellus who said he
  would try to cancel the order but was apparently unsuccessful even though the shipping facility was also in Los Angeles. I then received a "Return Request" from GundyMD indicating that the items I hadn't ordered had already shipped.
  There was never an opportunity to confirm or verify what was being ordered but, instead, a series of other product orders and options without ever showing the total amount to be charged. The only way I knew that
  the 3 bottles had been added to my original order was when I went to my AMEX website and noted the incorrect and unauthorize charge of $118.26.
  The entire ordering process is misleading and deceptive and should be stopped. In the interim I am seeking a cancellation of the unauthorized charge to my credit card account of $118.26.
  

  Business Response

  Date: 10/14/2022

  Business Response /* (1000, 5, 2022/10/07) */
  I sincerely apologize for any frustration with the ordering process and for any inconvenience it may have caused. We would never want you to feel scammed by our company in any way and always want to be sure your concerns are being heard. I have gone ahead and refunded your order. Please allow 3-5 Business Days for those refunds to reflect back to your account. Thank you for reaching out!
  
  
  Consumer Response /* (2000, 7, 2022/10/13) */
  (The consumer indicated he/she ACCEPTED the response from the business.)