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:06/12/2025

  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.

  Dear Aspen B

  I hope this message finds you well.

  I am writing to express my understanding regarding the reasons for the delay in the delivery of my order number HP474461. I previously filed a complaint with ID complaint 23458887 about this delay, but I would like to formally withdraw my complaint.

  This decision is based on my appreciation for the prompt response to my concerns by the BBB and the attentive support I received from the team at Herbspro. I believe it is important to acknowledge the efforts made to resolve the issue.

  I am taking this step to support the ongoing improvement of customer experiences between clients and institutions.

  Thank you for your attention to this matter, and I look forward to continuing my positive relationship with Herbspro.

  Best regards

  Ali Alzhrani 

  
  

  full refund without any ************* a BBB-accredited business, I expect HerbsPro to uphold fair business practices. I kindly request BBBs assistance in resolving this ********* Contact Information:******************************* ************* *** ******** Al Ajaweed Dist.**************************************************************

• Initial Complaint

  Date:05/19/2025

  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.

  On March 6, 2025, I placed order number HP462735, and I have not received it yet. According to the tracking status, the package has not arrived in ******.

  

  Business Response

  Date: 06/05/2025

  Hello Team,

  We completely understand your concern about not receiving the order. However, we did not receive any prior communication from you regarding the non-receipt, which would have allowed us to promptly address the issue.

  Additionally, please note that customer had the option to claim a refund through *******. Nonetheless, as a courtesy, we have proactively filed a claim on your behalf. Order Protection will reach out to you directly via email to confirm the non-receipt of the order before processing the refund.

  Please keep an eye on your inbox for their message and respond accordingly to expedite the process.

  Let us know if you have any further questions or need assistance.

   

  Thanks,

  Customer Service

• Initial Complaint

  Date:05/14/2025

  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.

  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,
  
  ***** *******

  

  Business Response

  Date: 05/30/2025

  Dear Customer,

  We received your first email on May 13, 2025, and promptly sent you a return label on May 14, 2025. For your reference, Ive attached the email communication regarding this.
  Additionally, a refund was issued on May 18, 2025, and Ive attached the refund receipt for your records.

   

  Apologies for the inconvenience caused.

   

  Thanks,

  Customer Service

• Initial Complaint

  Date:05/10/2025

  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.

  Hello 

  About this case I was able to solve it.

  
  

  My bank confirmed that the preauthorized payments, in the eventuality of a transaction error are going to show on my card for 10 days, but if the seller is not going to take them, they will be automatically canceled.

  That is what happened this time. The transaction errors, three pre authorized payments got canceled and the shop didnt take them but only the one payment for my order.

  I already contacted the shop too, to say it was ok.

  Thank you for your help.

  
  

  Have a nice day 

  Barbara 

  rvice and I found this site so I decided to try to ask for help here as well.The payment was *****USD X3 times (The actual order confirmed payment /correct transaction was the fourth time with another card)Im attaching a screenshot of my credit card pre authorized payment history to this company (My currency is so the photo is showing the amount in Euro not USD)

• Initial Complaint

  Date:05/09/2025

  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.

   
  Complaint: 23310699
  
  I am rejecting this response because:

  Regardless of what the mail carrier said, I DID NOT receive this package to my address. I have asked all my surrounding neighbors, who said they did not receive my package. 

  I do not think I should have to file a police report. This is just another way for the seller to avoid having to refund me $141.64. 

  I spoke with the mail carrier too, they said they could not positively confirm delivery to my address. They use a routing machine to scan the label upon delivery.

  They do not take screen shots of packages delivered. Basically all they have is a scanning process to prove delivery, but not proof of delivery to my address. 

  The reply from the post office is basing their response on their delivery system, not on real facts.  
  
  Sincerely,
  
  **** ******

  we have forwarded your concern to our operations team. They will be processing a replacement for your order shortly. Once it has been shipped, you will receive a confirmation email with the new tracking details.I got another email the exact same day from the seller: Your item was delivered at the front door or porch at 2:46 pm on April 21, 2025. How did it get to my front door in less than 24 hours, when it took over 2 weeks of emails to find the lost order ? I sent this email to the seller on 4/22/25: I never received delivery of my order, from your company. I will ask my neighbors, but not likely they received my order, I had (2) other packages delivered on 4/21 from another seller. I stand with my dispute, as I have waited long enough. When my credit card company contacted the seller, they sent the same delivery information they sent me, which was false. My credit card dismissed/closed my dispute. I paid $141.64 for an order I never received. .

  

  Business Response

  Date: 05/28/2025

  Dear Customer,

  We received your complaint on April 10, 2025, regarding the non-receipt of your order shipped via *** tracking #1ZHF2322YW05946319. Upon review, we found that the package was lost in transit and, as a result, we promptly marked the order for reshipment.

  As per your request, the replacement order was shipped on April 16th via **** tracking #**********************. According to ****, the package was delivered at the front door or porch at 2:46 PM on April 21, 2025, in *************, ** 93420.

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

  After receiving your follow-up email indicating that the package was still not received, we contacted **** to initiate a trace.I have attached a response from **** as well as mentioned their reply below. 

  "I have communicated with the ****** Grande Delivery Mail Unit and was informed by the Supervisor of the **************** that the item was delivered correctly on April 21, 2025, by the carrier. The Supervisor of Customer had the carrier investigate the delivery location for any mishandling and the carrier confirmed all mail was delivered correctly."
  
  If the customer has still not received the items, it is possible the package was stolen after delivery. As the tracking confirms successful delivery by ****, Herbspro is not responsible for stolen packages. We recommend that the customer file a police report for the missing package.

  
  Additionally, the customer initiated a chargeback, which we addressed by submitting a rebuttal on May 1, 2025. We have taken all necessary and reasonable steps to assist the customer, including reshipping the order and working with the carrier.

  
  At this point, we believe we have done everything possible from our end.

   

  Thanks,

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

• Initial Complaint

  Date:05/05/2025

  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.

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find the information to not be completely accurate. I had to phone the company after submitting my request with the BBB. Only after speaking with a company representative who then escalated the case to her supervisor, was it determined that an error was indeed made on the part of the company. It was after this conversation that the supervisor graciously and genuinely apologetically agreed that a refund was warranted and she submitted it on my behalf. It's because of my call that day and her extra effort that a refund was finally processed and this resolution is now satisfactory to me.
  
  Sincerely,
  
  ***** *******phone call that I would receive a refund and I asked for written confirmation. I was told I'd receive an email.I've checked all my emails and the text/chat conversation with HerbsPro. There is no confirmation. I've called their number and keep getting disconnected. I've emailed and sent text/chats with no response. I want my FULL REFUND and plan to NEVER use them again moving forward.I NEED the help of the BBB because I can't seem to get the assistance from HerbsPro that they claim they provide.I've called their number at:************.I've emailed support at:******************************************************************. I've text/chat through:Chatty.Please help me obtain the FULL REFUND I've requested from them.I have photo proof from my bank and emails to help further show my many attempts at resolving this matter with them directly, with no results.Thank you in advance for your time and assistance, ***** *******

  

  Business Response

  Date: 05/30/2025

  Dear Customer,

  Firstly, please note that we never charge a credit card until an order is ready to ship. In this case, there were delays in receiving the product, and you had requested to cancel the order.
  Occasionally, our accounts team may process a charge if a pending authorization is about to expire. Your credit card was charged on April 18, 2025, and the order was cancelled on April 24, 2025. Since you mentioned the charge and our customer service team was not initially aware, we went ahead and issued a full refund on 5/23/2025. Refund receipt is also attached for your reference.

  We appreciate your patience and understanding, and we apologize for any confusion this may have caused. 

   

  Thanks,

  Customer Service

• Initial Complaint

  Date:02/06/2025

  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.

  I ordered 6 bottles of Oregaresp 90 capsules and received 6 jars of Oregashield cream instead. I did not receive a return shipping label. I reached out to Trust Pilot several times, and finally was told that HerbsPro sent me a shipping label that may have ended up in my spam folder. I have never gotten a shipping label in the decades of ordering products with other companies in an email. This was my first order with HerbsPro, so I wanted to once again reach out to Trust Pilot, since HerbsPro doesn't directly respond to any correspondance. I told *********** to have them send me another return shipping label, so I could send back the unwanted items I did not order. I got nothing, but have been diligently checking my spam in case it was there. HerbsPro stated that they couldn't refund until they got the unordered products back. This has been going on since December 28 2024. I would have loved to continue ordering from them, but if they won't communicate with me and I lost $184.00 what else could I do.

  

  Business Response

  Date: 02/21/2025

  Dear Customer,

  We completely understand your frustration and sincerely apologize for the inconvenience.

  This was an unfortunate human error in shipping the wrong products to you. However, as soon as we verified the details with you, we promptly rectified the mistake and emailed the *** on January 17, 2025.

  
  To date, we have not received the returned product, which is required for us to process a refund. We have also sent the *** from a different email ID to ensure you received it, but we have not received any response.

  
  For your convenience, we are attaching the *** once again.

  
  We truly regret any inconvenience this may have caused and appreciate your cooperation in resolving this matter. Please let us know how we can assist you further.
  
  Thanking You,
  Customer Service

• Initial Complaint

  Date:08/21/2024

  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.

   
  Complaint: 22172403
  
  I am rejecting this response because:

  I was contacted by an HerbsPro customer service *** 11 days ago. I was told full refund was being issued and I still haven't seen it on my credit card. I have since returned the product. They asked me to remove the Better Business Bureau complaint but once again have not fulfilled their obligation.

  
  Sincerely,
  
  *** **********

  

  Business Response

  Date: 09/16/2024

  Dear Customer,

  You had emailed us that the product smells rancid and you cannot consume. We had requested you the image of lot # so that we can raise claim with manufacturer as we are just resellers. We ship the product received from the manufacturer/distributor the way it has been received. Since this a manufacturing issue, you should have directly called the manufacturer or the product line # mentioned on the product.However, some of your emails landed in spam due to which we couldn't respond timely. However, we did send you RMA to return the products and once we receive the products, we will issue complete refund.

  Sorry for the inconvenience caused to you.
  
  Thanking You,
  Customer Service

   

  

  Business Response

  Date: 09/30/2024

  Hi *****,

   

  Refund has been issued to you. Please see the attached receipt

   

  Thanks,

  Customer Service

  Customer Answer

  Date: 09/30/2024

  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,
  
  *** **********