We use cookies to give users the best content and online experience. By clicking “Accept All Cookies”, you agree to allow us to use all cookies. Visit our Privacy Policy to learn more.

Manage Cookies
Resources for Businesses My BBB
Share
Business Profile

Diet Plans

Dr Kellyann

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Diet Plans.

Complaints

Customer Complaints Summary

  • 51 total complaints in the last 3 years.
  • 11 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

Sort by

Complaint status

Complaint type

  • Initial Complaint

    Date:06/13/2025

    Type:Product Issues
    Status:
    Unanswered
    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 April 17, I received 63 phone calls in 23 minutes re: order I was trying to place online. I told the person on the phone that I did not wish to proceed with the order. After returning online, she informed me that payment of $235.20 had processed anyway. I asked that it be cancelled immediately and that my money be refunded. I was told that I could return the package once received for a full refund. I returned the package when it was received on May 14 via the tracking number below. I cannot contact anyone at any number or email address I was given and have not received the promised refund. Total SCAM!!!

  • Initial Complaint

    Date:05/29/2025

    Type:Delivery Issues
    Status:
    Unanswered
    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 ***** drops one bottle my card wouldnt accept it. They said use another card . So this was on my *********** account! I it wouldnt let me order . So when I looked why the put six bottles on my card I only ordered one. So *********** declined order . I waited some time and ordered one bottle on my **** card . Then Dr. ***** *** sends an app to offer two bottles at 29$ and one free . So I ordered that but they put Three bottles at full price when I ordered two full amount supposed to be 58$ and one free so when my first card wouldnt go through they tried to rip me off . This is supposed to be a quality product. I hate thiefs I dont want any now just my money back

  • Initial Complaint

    Date:04/03/2025

    Type:Product Issues
    Status:
    Unresolved
    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 been ordering 10 boxes of Dr Kellyann "Homestyle" bone broth every other month since 06/2024. The cost is $248.40 with free shipping. When I got my 02/2025 order, I received 10 boxes of "Classic Chicken" instead, with no warning. I didn't like it and mailed it back, which cost me $25.00. There is also a restocking fee of $9.95. The Acct Mgr. called me on 03/13/2025. She said the "Classic Chicken" is the same as the "Homestyle" bone broth. I said no, the taste is awful. She said I could add my own seasoning and I said no. Then she said, "you must have received the bad February batch. Yes, I think we have a new batch now". I said, "I don't trust your company now, I want a refund, I don't want to pay the restocking fee, and I paid $25.00 to ship it back". She said she would give me gift certificates for the restocking fee and shipping. When I received the gift certificates by email there were two, one for shipping $25.00 and one for the cost of the bone broth $248.80. I sent an email on 03/14 indicating that I had not agreed to a gift certificate for the cost of the bone broth. She sent me an email indicating she had refunded my credit card $248.40 and wrote, "I am sorry if you misunderstood me. I never said I would only refund the $9.95 as a gift card. I explained that in order to not pay the restocking fee I had to refund it as a gift card. I have reversed the gift card and issued you a full refund of $248.40 to your credit card. Have a great day." So even though she said she couldn't refund me the $9.95 restocking fee, she did. I checked that the $25.00 gift card was still *********** 04/03/2025, when I tried to use the $25.00 gift card, I found out it was canceled. I should not have to pay to ship back a product that I was told was from the "bad February batch".

    Business Response

    Date: 05/06/2025

    On March 14th at 2:55pm, this customer was spoken to and we refunded the whole order for her as well as a gift card to use on her future purchase for her experience. She now has almost $300 to shop at store with again.

    Customer Answer

    Date: 05/07/2025

     
    Complaint: 23156741

    I am rejecting this response because: I originally paid $248.40 for the items I purchased. The items were not what I ordered and I had to pay $25.00 to ship the items back. When the account manager called me, I agreed to a refund for the original amount less the restocking fee of $9.95 ($238.45) as I was told they could only issue gift cards for the restocking fees and shipping . I was emailed two gift cards, one for the $248.50 and one for $25.00. I emailed back indicating I had not agreed to receiving a gift card for the original items I purchased, which were defective. They canceled the $248.40 gift card and issued a credit of $248.40 to my credit card. They did not cancel the gift card for $25.00 at that time. A few days later when I tried to use the $25.00, it had been canceled. So, I was refunded the full amount I paid for the items $248.40, but I'm still out $25.00 shipping for something the account manager told me "were part of the bad February batch". When they indicate, "I had received almost $300 from them", yes, I was out $273.40 of my money. I'm still out $25.00 shipping.

    Sincerely,

    ***** ******

  • Initial Complaint

    Date:01/13/2025

    Type:Delivery Issues
    Status:
    Answered
    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 December 18, 2024, I ordered 10 boxes of Dr. *********************** chicken bone broth. Order ID is ********. Shipment ID is DKA#*******. The total order came to $276. I received one box and never got the other nine boxes. I emailed her but never heard anything back. I am asking for a refund or to get the remaining nine boxes mailed to me please.

  • Initial Complaint

    Date:01/13/2025

    Type:Product Issues
    Status:
    Unanswered
    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 was in the hospital for 2 months and no longer was able to use my ***** *** ******** husband complained that cartons of the broth kept arriving. I called the company from my hospital bed and canceled the subscription. They did not cancel it. They kept charging me. I was able to talk to a customer service *** who told me she understood my situation and said to send 3 of the unopened boxes back and write return to sender I did and only recently refunded me $150.00 for one carton because it was within 30 days ( I was in the hospital, how could I return them, I told the customer service *** this )After that I then was never able to get a live agent on the phone. I was directed to a computer chat . I asked them to then just resend me back 2 of the cartons . I was frustrated and really need my money more than the broth right now but I thought I could eventually use the broth. . They said no that was not policy. This is not right. They have my money and my broth !

  • Initial Complaint

    Date:10/22/2024

    Type:Service or Repair Issues
    Status:
    Answered
    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 cancel a subscription for bone broth from Dr Kellyanne for months they continue to ship and charge me. Their **************** said couldnt find an account BUT I continue to be sent n charged for a product I have repeatedly requested that they discontinue/cancel.

    Business Response

    Date: 10/30/2024

    After checking both systems, we are unable to find a profile for *. *******. If they could provide an order number, that would help in locating the profile to get this rectified.  We did a search under her name and address to no avail. We look forward to hearing further from *. ******* to get this corrected. Thank you.

  • Initial Complaint

    Date:10/07/2024

    Type:Customer Service Issues
    Status:
    Resolved
    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 emailed the company about possibly having an outdated card on file. They emailed me back saying I need to call and let them know. The next day I was charged TWICE. I called and was told I could not get a refund as the product was already shipped. I would need to send the product back. I didnt order twice. Why do I have to do that??? I emailed again and their response was that I emailed them about billing so they charged the card twice That doesnt make any sense. Just me emailing about that does not give permission to charge my card twice. I would like a refund now

    Business Response

    Date: 10/07/2024

    *. ******** was billed on October 1st and on October 3rd. They were billed incorrectly. Unfortunately, both orders have shipped. To process the refund, all we ask is that they return the order and we will gladly issue the refund to the card used. All they have to do is write Return to Sender on one or both of the orders. Once we show it as being returned to us, we will issue the refund for one or both orders as they would like.  I have notated the account as such. Again, all we require is the product be returned to ** and we will issue the refund once that is done.  Thank you.

    Customer Answer

    Date: 10/07/2024

     
    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

    Date:08/27/2024

    Type:Billing Issues
    Status:
    Answered
    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.
    Sometime of February 17, 2024, I was watching in ******* and this commercial just popped up. It seems very convincing so I ordered for a trial only. I paid online and sent me a receipt. I did not really read whats in it just screen shot the receipt for my file. The product actually did not work, what the heck its only a one time purchase. June 22, ************************************************************************************** my account. March, April, June. So I called the office of Dr KELLYANN. I never got a live person to talk and complained about the fraudulent transaction. Why I called it fraudulent ? because those purchases were not authorized by me. Nor did I agree or sign any subscription. I went over to the receipt on file and I found out that below the product name that says monthly bill. Called them several times, seem, I have to have a long patience to wait. I am 68 years old. So I called my bank to file a dispute because they still continue to charge on July , August. With the filed dispute, there they communicated with me that subscription was cancelled. The irony of it was they told me that they have to deduct $10 as processing fee. Why do I have to pay for processing fee when nothing to be processed at all? It was a double kill. They immediately refunded me just July and August after the dispute was submitted. I need to be refunded the months as follows: March, April, June , July , August. The full amount of $53.18

    Business Response

    Date: 08/28/2024

    ******************** filed a chargeback with her credit card company. This process can take up to 90 days to complete. Unfortunately, we cannot do anything with her account until her credit card company makes a final decision. Once the finaly determination has been made, we can make a decision about what to do with her charges. Thank you.

  • Initial Complaint

    Date:07/22/2024

    Type:Delivery Issues
    Status:
    Answered
    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 ********** with an expiration date of 7/25. It was sold 3 to an order. Upon opening cans the product was hard as a rock and no longer in powder form. I contacted customer service and was told that because my order was beyond 30 days I was out of luck.I mentioned the product was unopened until today 7/24 and not fit for consumption. All I asked for was a replacement- not refund. My response back was rude and dismissive.

    Business Response

    Date: 07/22/2024

    ********************** placed her order with our company on July 29, 2023.  This order is 2 years old. Our company return/refund policy at that time was 90 days.  Unfortunately, we cannot allow a refund, return or reshipment of product 2 years old.  Had ********************** contacted us 2 years ago when she first purchased the product, we would have gladly shipped her new product or refunded her the price of the product.  Again, this order is 2 years old and out of our Money Back Guarantee policy.  Thank you.

  • Initial Complaint

    Date:07/15/2024

    Type:Delivery Issues
    Status:
    Answered
    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 is advertised by drkellyann.com as a bone broth on an infomercial. In checking my original order, #I1709654698389-S0, on 3/5, they claim to have shipped it 3/6, but they never actually shipped it when I check the **** records. Rather, it seems they only created a label given **** shows they did not receive the product from you ever. Here is the tracking number ********************** . They clearly owe me a refund. Following this, I received a shipment in April thinking this was actually my first shipment. But now I realize they had actually sent this as a second order and charged me again. The second order is #I1712247069316-S1.This is the product we finally tried and it IS defective as it clumps when mixed with hot water which I videotaped as evidence. . **************************************************************************************************************************************************. Clearly, this should not happen. It does not matter if I only had a money back guarantee for **************************************************** from defective merchandise beyond this time. I am respectfully asking for a full refund. If they want this defective product back, then they should send us a pre paid label to do so. I had also put my account on hold for a while, but then they send me another shipment while I was out of the country. This is a third order I was charged for. This was received about a week ago under order I1720023126885-S2. In light of the circumstances with the company failing to send me my first shipment yet charge me, and then sending me a second shipment that is clearly defective, I do not want this third shipment, or to deal with this company ever again. I am respectfully requesting that they send me a prepaid return label for this most recent order, and do not charge a restocking fee either due to the circumstances.

    Business Response

    Date: 07/15/2024

    **************** did not contact us until July 13th in regards to the missing first shipment. We were not aware that they had not received it. We would have offered either a reshipment or refund at that time. In regards to the 2nd shipment, they did not contact us about that being defective. Again, we would have given them the option of a reshipment or refund.  On the 13th, **************** contact us to cancel their subscription which we did.  Our refund policy clearly states 30 Day Money Back Guarantee. Had **************** contacted us for either order, we would have certainly issued a refund for the order.  We will issue a refund for the original order since it was never shipped. Unfortunately, for the 2nd order, **************** is not eligible for a refund.  Thank you.

Dr Kellyann is NOT a BBB Accredited Business.

To become accredited, a business must agree to BBB Standards for Trust and pass BBB's vetting process.

Why choose a BBB Accredited Business?

BBB Business Profiles may not be reproduced for sales or promotional purposes.

BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.

As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.