ComplaintsforDr Kellyann

• Initial Complaint

  05/14/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I ordered this product on April 28. It is now May 13, and I still havent received an email saying it has been shipped.

  Business response

  05/14/2024

  The product **************** ordered is currently on backorder. An email was sent to the email on file explaining this situation.  Due to the length of time for the order to not be shipped, we have canceled the order since we are unsure as to when product will be back in stock issued a refund to **************** and apologize for any inconvenience.  Thank you.

  Customer response

  05/15/2024

   
  Complaint: 21706250
  
  I am rejecting this response because:
  I never received an email informing me it was on back order. I would have appreciated and understood the communication.  
  Sincerely,
  
  ***************************

  Business response

  05/15/2024

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

  We make it a point to keep our customers informed of such things so they are aware of what is happening with their orders. We apologize if you did not receive the email. Could it have possibly gone into your spam or junk folder? We also apologize for the inconvenience this may have caused you.

  Customer response

  05/15/2024

   
  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

  05/07/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  A new law went into effect on ** on 04/24/2024 about weight loss supplements restricting sale of these products to 18 years and over.I ordered bone broth protein powder from dr. ******************** will quote from the law below:"The law exempts protein powders, drinks and foods marketed as containing protein unless they also contain an ingredient other than protein, which would, alone, constitute a dietary supplement for weight loss or muscle building."Her protein powder should be EXEMPT according to this new law. I ordered 2 proteins powders on 04/29/2024. When I called to ask why they had not shipped, no one could give me a good reason. Then I finally got the explanation.I said to the customer service rep: *** hold the order for what authorization? All they have to do is ship the product per usual and have SIGNATURE REQUIRED when they deliver and the person to show proof of age. Also right now the case is in Litigation and UNFORCEABLE. "Will Litigation Prevent the Law from Going into Effect?Two trade associations, the **************************** (NPA) and the Council for Responsible Nutrition (CRN), have filed separate lawsuits challenging the law on constitutional grounds. NPAs lawsuit argues that the law is unconstitutional because it is preempted by federal law, void for vagueness, and thus violates the Due Process Clauses and the Dormant Commerce Clause. CRNs lawsuit similarly argues that the law violates New York and United States constitutions because it is ambiguous, restricts speech, is an excessive use of the states police powers, and is preempted by specific Food, Drug, and Cosmetic Act provisions. Both trade associations filed motions for preliminary injunctions to prevent the law from being enforced while the cases are being litigated. (********** is counsel to NPA in the challenge to the ** law.)"This is untennable. I want someone to ANSWER TO THIS. Poor customer service.

  Business response

  05/07/2024

  Unfortunately, on 4/22/2024, the New York Supplement Law, GBL 391-oo, went into effect ushering in notable changes to the regulation of supplements in the state of **. This is to bolster consumer protection and ensure the safety and effectiveness of dietary supplements sold in ********, particularly concerning minors under the age of 18. Certain adjustments will be made to specific products that this law applies to, including our Dr. ********************** products.
  
  Delivery Requirements: All shipments of the aforementioned products will be handled by *** and will require a signature upon delivery. This ensures that recipients are not minors and helps maintain compliance with the regulation.
  Shipping Address Update: If your current shipping address is a PO box, please kindly update it to a physical address. Unfortunately, *** is unable to deliver to PO boxes, and we want to ensure smooth delivery of your subscription orders.
  Shipping Charge: Due to the additional requirements for signature upon delivery, there will be a  $5 shipping charge per order that includes these specific products.
  
  We offer free shipping for deliveries within the contiguous *************. All deliveries to ******, ******, *********** and ****** have a flat shipping rate of $8.95. New York state customers will have a $5 signature fee, based on the products purchased in your order. 
  
  As a courtesy we have provided a link to *** My Choice below:
  
  You can use *** My Choice to customize your delivery options, please understand *** is not affiliated with our company and we have no control over the process, you will need to reach out to *** directly for any issues with your delivery.
  * Note some of these options have fees associated with them.
  
  *** can hold onto your package and deliver it once youre back in town.
  You can request *** leave your package with a neighbor.
  *** can reroute your package to another address, in certain cases.
  You can request *** hold onto your package for you to pick up at a *** location.
  Sign for deliveries online
  

  **************' order has shipped and she should have received an email with a tracking number. I will get with our *************************** to get that information to her as quickly as possible. We apologize for any inconvenience this may have caused.

• Initial Complaint

  04/23/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On March 30, 2024, I placed an order for the 3month supply of perimenopausal pills. The money was taken out of my account on April 1, yet I did not receive any update email about my order under April 12, 2024 saying sorry for the wait. It is now April *********************************************** any further update. I would like to cancel this order and get a full refund as well as cancel the subscription. I have tried the chat feature and other contact ways and no one has returned my messages. I want a full refund and order cancelled as it has not shipped yet. Again, I also want the subscription cancelled. I fear that I would be charged for the next three months before the first order even arrives and I do not trust this company.I wish I had looked at the bbb reviews before placing my order in the first place. Shame on you Dr KellyAnn and *************************** for being your spokesperson.

  Business response

  04/23/2024

  Good Afternoon,
  

  After a further review, I found that the customer's first contact with us was on 4//23/24 with one of our support agents. Upon checking the customer's account, the customer placed an order for Dr. ********************** &ME Peri + Menopause 1 Pack on 3/30/2024 that was pending shipment. The reason for the delay is due to the product currently on backorder. As a resolution, we have issued a full refund for this order. The customer should have received an email confirmation for the refund and it should reflect on their statement in 5-7 business days, depending on their banking institution.

  Customer response

  04/23/2024

   
  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

  04/22/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  On April 6,2024 I ordered from Dr.Kellyann.com a supplement costing *****, ( order # DKA#****** ) that as of April 20, 2024 have not received yet.I ordered that same supplement on March 11, 2024 and received it quite promptly.I have not received the order from April 6th , but my card has been charged and also was charged again on April 11th for ***** ( DKA#******) also with absolutely no product.I sent an email on April 15, 2024 with no response.I look forward to getting a resolve in this matter soon.Thank you *******

  Business response

  04/23/2024

  Good Afternoon,

  After a further review, I found that the customer's first contact with us was on 4//23/24 with one of our support agents. Upon checking the customer's account, the customer placed an order for Dr. ********************** &ME Peri + Menopause 1 Pack on 4/6/2024 that was pending shipment. The reason for the delay is due to the product currently on backorder. As a resolution, we have issued a full refund for this order. The customer should have received an email confirmation for the refund and it should reflect on their statement in 5-7 business days, depending on their banking institution.

• Initial Complaint

  03/25/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I purchased some herbal pills from the company that impacted my health and spiked my liver enzymes. I contacted the company for a refund and they stated they would charge me a $9.95 processing fee. I let them know that Im not just a customer that changes their mind but the pills impacted my health. My doctors bill are going to exceed $9.95 to get me back to normal.

  Business response

  03/26/2024

  $9.95 refund has been issued for order. It may take 3-7 business days for the refunded amount to be visible with the customers financial institution. The days may vary depending on the financial institution.

  Customer response

  03/26/2024

   
  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

  03/22/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I have purchased many items from this business. I know they have a 60 day return policy but I am not changing my mind about what I ordered. The products that they sent me were unusable and they are refusing to stand behind the quality of their products. The items I received all have an expiration date of 7/19/25. They are Lemon Sips powder. The attachment shows when they were shipped to me. Each jar provides a month of daily drinks. The first three were fine. When I opened the fourth one in November it was like a solid piece of concrete. You couldn't even break it up. So I opened the one from August and from September and they were all the same - solid. I sent two emails to them from their website which they tell me they never received. If you are selling a product with an expiration date of 7/19/25 and it is unusable in 2023, then I think you you should have to stand behind it. In July they sent me four jars. I did not realize I had been signed up for auto-ship and so received another one in August and another on in September. When I realized I had been signed up for auto ship I cancelled the auto part and figured I would reorder when I ran out of the six jars. I wasn't worried about how long that would be because they had an expiration date in 2025. I can understand a limited return policy for people who just decide they don't want to use the product anymore, or who decide they don't like the taste. I really liked the product, but it was defective and I didn't discover that until I had gone through the first three jars and opened the fourth one, which would have been after the 30 days.As a former business owner I always stood behind my product. I frankly find the attitude of Dr. ********************** toward the integrity of their product, especially a product for consumption, not only very short sighted but against public health. They very obviously have either a manufacturing failure or a storage failure of which they seem very unconcerned.

  Business response

  03/25/2024

  We have reviewed the customer's account and resolved the issue by issuing a refund for the damaged/hardened Lemon Sips; 1 Jar from DKA#****** (July 2023) $40.50,  1 Jar from DKA#****** (August 2023) $49.50, and 1 Jar from DKA#****** (September) $49.50.
  
  The customer will receive a refund confirmation email and the refunds will reflect in her account in 5-7 business days, depending on her banking institution. 

  Customer response

  03/27/2024

   
  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

  03/22/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I want a FULL refund for the garbage I was sent. I went through their process. The system would not let me print out the return form so I have no address or instructions. They are charing a 9.95 return fee. This is an expensive and garbage product.

  Business response

  03/25/2024

  Upon checking the customer's account, the customer placed an order for Dr. ********************** &ME Peri + Menopause 1 Pack. Since we do not accept returns for opened products, we have issued a refund minus the processing fee of $9.95. The customer should have received an email confirmation for the refund and it should reflect on their statement in 5-7 business days, depending on their banking institution.

• Initial Complaint

  02/29/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  This company scammed me. I wanted only one month of their supplements because I knew I only had enough money in my bank account for one month. They asked questions for adding other products before checking out.I said No Thanks to all of them.When I checked out, I could see that $74 was my total which included tax and shipping. I was looking forward to receiving them until I went to my bank account and saw a negative be balance because in addition to the $74 from Dr Kellyann, there was a separate $158 charge for the membership that I said no thanks to.I clearly saw the total to my card as $74 when I placed the purchase.They do this on purpose hoping no one will check their bank statements I believe. Otherwise, the $158 membership charge wouldve included my first month of supplements, so they clearly scammed me Of course when confronted, they gave it back, but not without a $30 Charge from my bank for going into overdraft.Also, it caused another thing that was pending to go into the red, so I got 2 $30 charges from my bank for a total of $60.When I requested them to take responsibility for this and pay me back the charges from my bank, they would not, and just gaslighted me with I know it can be confusing at checkout.Im not ok with this. I dont want others to be scammed this way either.Thank you, *************************

  Business response

  02/29/2024

  During the checkout, a smaller box appears on the screen that asks if you would like a discounted rate on this product by signing up for automatic shipments. You have to click either "Continue" to accept this offer or "No, Thank You" to refuse the offer and move on to the next step. Next, you will see a few more offers like this for additional products at a discounted rate to which you can select the best option for you. After further review we can see that the customer clicked on "Continue" to accept the offers. This is why additional products were added to the order. As a company we cannot modify this on the backend.

  As soon as the customer contacted us the order was refunded in full on 2/20/2024 in the amounts of $158.36 and $74.24. We can only refund the amount for the purchase order and cannot refund customers for overdraft fees.

  Customer response

  02/29/2024

   
  Complaint: 21362643
  
  I am rejecting this response because I did not check continue. I checked no thanks to everything. If you have a set up where you click continue to check out yet it is confusing to the customer that they are checking continue for a subscription, your company who even admitted that its confusing needs to take responsibility for this. Not only should you be made to pay overdraft fees, but that needs to be clear to those checking out what they are buying.
  No where did it ever show me that I was paying an additional $158 for a subscription.

  it just showed up on my online bank account.

  This is why I cancelled both the original order and the $158 since your company cannot be trusted.

  I am giving your company one last chance to make it right or I will blast Dr kellyann for this  all over social media. I will also contact ***** publicist so shes aware that shes promoting a scamming company. You know your check out is confusing as admitted in your response to my email. If you dont sent back $60 for my overdraft fees because of making check out confusing, then I will cost your company a lot more by making people not buy from you when you are posted everywhere for what you did to this single mom.

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

  Business response

  03/01/2024

  We will be sending the customer an echeck for $60 to ********************** The ******* will deposit the funds directly into the customer bank account.  If the customer does not see the email come through they need to check the inbox and spam folder for an email from our parent company, Netbus, within the next 2-4 business days. Deposit instructions will be provided once the ******* is received. 

• Initial Complaint

  02/28/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I ordered this product, paid $124.40 for it and was unable to use it because it upset my stomach. I called the customer service number, sent emails and was told to return it by ***** in customer service, and was sent a return label to do so and that there would be an additional $9.00 charge plus payment for return shipping. I packed the box up with the remaining items, and returned it via **** on February 20th, 2024 as instructed. I then received an email that the package was picked up at the post office in *******, *******. I have yet to receive any credit for the items on my credit card. I contacted customer service and they told me they never received it. I no longer have my **** receipt as I had received notification that they had received the package. I again called customer service, as you only have 30 days to return the items and they also told me they are located out of the country and cannot give me their exact location. I am hopeful that you can help me with this. I think I was scammed. You cannot reach Dr. ********************** personally or her staff in CA. I hope you can resolve this for me. As a senior, that was a lot of money for me. Thank you.

  Business response

  02/28/2024

  Customer order ************** - After reviewing the customer account I do see that our warehouse had logged the return into our system on 2/26/2024. I have waived the $9.95 processing fee and refunded the order in full for the amount of $124.40. It will take approximately 3-7 business days for the refunded amount to be visible with the  financial institution. The days may vary depending on the financial institution.

  Customer response

  02/29/2024

   
  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

  11/06/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Never received order . When complained after waiting to see if it showed up . Was told no refund or sending out other product

  Business response

  11/08/2023

  To whom it *** concern, 

   

  The customer reached out to Dr. ********************** on November 4, 2023 inquiring about her August 28, 2023 order DKA#******. Our records show her package was delivered to the shipping address on file on September 2, 2023 via **** (**********************). There were no request for a refund or a reshipment due to missing package except when she filed a BBB report recently. Since the customer is claiming the order was not received, as a courtesy, our company has issued a full refund of the order DKA#****** back to the customer's original form of payment on November 5, 2023. The customer should have received a refund confirmation email. Refund process *** take up to 7 business days depending on the banking institution. 

*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. ↩