ComplaintsforHerbalife International of America, Inc.

• Initial Complaint

  04/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The last 3 months I've been calling to resolve the problem and no one has any answers I have called 10 times, this a well known business what is the issue

  

  Business response

  04/04/2024

  Thank you for reaching out to us, We've reviewed your concern with our internal payment department and confirmed that the payment is pending to be issued. We appreciate your patience and understanding. 

  Customer response

  04/09/2024

   
  Complaint: 21493778
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***********************

• Initial Complaint

  11/21/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I received an email from herbal life stating that my card is about to expire. I have no dealing with herbal life since 2019 so I would like an explanation of why Im getting an email about a card I never had. I called the third party company hyper wallet to find out why they are emailing me and they said I have an account open. This is fraud and I dont want my name associated with this company at all

  

  Business response

  11/28/2023

  Thank you for bringing this matter to our attention and allowing us to respond.

  We have contacted ********* to clarify that the communication she received was mistakenly sent to her. We have also removed her email address from future Herbalife communications to ensure this doesn't happen again. We sincerely apologize for any inconvenience this may have caused *******************

  If ********* has any further questions, she can reach out to our ****** Services team at **************

• Initial Complaint

  08/15/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I went to the herbal life locally for a drink, they manipulated me into giving more money that I could not afford. They hindered my school work and career and used me for money and a customer base then once they sucked me dry they said we dont need you anymore and they charged me but didnt charge anyone in town ( $2,000) they told me this later that they dont charge anyone in town but me for drinks. I would like a refund for all of the money for the manipulation and lies and psychological tactics used

  

  Business response

  08/24/2023

  Thank you for your patience as we diligently review the information received. In order to best address your concerns, we've attempted to contact you over the phone and email without success to gather more information. We ask that you contact our office as soon as possible in order to gather more information to adequately resolve your concerns. You can contact us at ************ and reference #*********. We will be more than happy to assist. 

• Initial Complaint

  08/07/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  For months Ive reached out to them about closing an account due to me not having access to it and someone on the account bringing in income under my tax ID and me having to pay the taxes. Did as they asked for the stupidity of a cancellation request and have an email it was cancelled for them to send me an email today on 8/2/23 saying its not cancelled due to needing the approval from someone else listed on the account. Keep in mind this account is my account and she is just listed on there. On July 21st the address, phone number and email were supposed to be updated (I have email confirmation) and that never happened. I am furious with this company as I am stuck almost another year in having to pay taxes for income I never received. They need to cancel my account asap.

  

  Business response

  08/22/2023

  Thank you for allowing us time to review your information. Our records indicate that the cancellation has not been processed due to its connection with a divorce case. As outlined in our policy, modifications to distributorship are contingent upon the approval of both parties involved. We reached out and provided you with the information needed in order to process the termination of the distributorship and received no further communication after 30 days pending. Therefore, in order to process, please contact our ************************** for further instructions. 

  Customer response

  08/22/2023

   
  Complaint: 20414839
  
  I am rejecting this response because:

  
  I have reached out numerous times to the department and they just state that I need the other parties approval which is not the case if the account is mine. Secondly I need a response as to why I cannot access this account and why my phone number, address and email wasnt changed after I requested it to be changed and have email confirmation that it was changed. Every time I call the customer service department there is nothing they can do as far as changing my information. 

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

  

  Business response

  08/29/2023

  Hello, as discussed over the phone with you, the courts can only determine ownership of the distributorship, not Herbalife. Therefore, in order to make the changes,  we need both to consent to resignation. We cannot process with only one party's consent and not give the other opportunity or knowledge thereof.

  Customer response

  08/29/2023

   
  Complaint: 20414839
  
  I am rejecting this response because:
  The agreement is between myself and Herbalife with the distributorship as the binding contract. I am the primary account holder within this contract and have done what was told of me to do in order to close this contract and it was closed then reopened without my consent. I also have yet to receive an answer as to why my address and contact information hasnt been updated? 
  Sincerely,
  
  *************************

  

  Business response

  09/06/2023

  In order to properly address your concerns, we ask that you contact our office for further support. Please note that we've attempted to contact you on several occasions with no success. 

  Customer response

  09/06/2023

   
  Complaint: 20414839
  
  I am rejecting this response because:
  If you have previously read the other responses youll note the fact that you probably can not reach me due to having the wrong phone number on file. Again, this is set ** in my name with none of my information attached to it. If you need to contact me you can reach me at ************. Thanks.
  Sincerely,
  
  *************************

  

  Business response

  09/08/2023

  Thank you for granting us a chance to address ******************** concern. 
  
  We contacted **************** explained the steps involved in transferring the Distributorship from his name and provided him with the required forms.

  Should **************** have any other questions or require additional follow up, he may contact *************************** at ****************************. 

• Initial Complaint

  07/25/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My credit card information was stolen and used thru Herbalife for close to $300 with 10 different transactions. Called them to report the issue and refund my $$ and they cant help me unless I have a member # I didnt place the orderdont you have a fraud department? Dont you confirm addresses and names when someone orders? Cant check the order by credit card #? Being a merchant that takes card transactions you cant put security in place? No red flags when 10 separate orders are placed back to back?

  

  Business response

  08/22/2023

  Thank you for your patience. On July 21, 2023, we received a phone call and you were advised by one of our representatives to contact your local bank to dispute these charges. It is understanding from that phone conversation that you would contact them and disconnected the call. Depending on your banking institution, they will proceed with their standard chargeback process. We apologize for the inconvenience this may have caused you. We look forward to serving you in the future under better circumstances. 

• Initial Complaint

  04/11/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I purchased Herbalife products on March 11, 2023. I purchased Protein Drink Mix: Vanilla: $64.55 Formula 1 Healthy Meal Nutritional Shake Mix: ****************** $52.70 Formula 1 Healthy Meal Nutritional Shake Mix: French Vanilla : $52.70 Total with shipping and handling: $191.85 My order number is: QL2TRS6Y These products never shipped to me and on my order status it still says submitted. The distributor I purchased from information: Member Name:************************************* Phone:********** Email:********************* My Store:jkinserdahl I have reached out to ******** via email, cell and through her website with no success in response. I have contacted Herbalife customer service several times with a run around answer of how they will solve my issue asap with no success. I just want my products shipped or a full refund ASAP.

  

  Business response

  04/18/2023

  Thank you for allowing us the opportunity to respond to your inquiry. We have reviewed with our refunds department and have confirmed we tried contacting Customer **** to confirm they have received the refund via PayPal, but we were not able to make contact, via phone nor email.
  
  We have created a case to process the refund back to Customer and bring a positive resolution to BBB complaint from Herbalifes end.
  A new refund of $191.85 has been approved on our end and Finance will mailing the check this week to:
  
  ***************************
  **********************************
  **********************************

• Initial Complaint

  03/21/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  In January I placed an order from Herbalife, I had paid extra to get it delivered in two days and it hadn't arrived yet so I called Herbalife to get an update on my order. I came to find out that it had been delivered to the wrong address. The employee had told me the address it was delivered to, which was not mine. This order was done over the phone in which the employee took down the wrong address. After many attempts to get a replacement on my products or a reimbursement Herbalife never helped. They even lied to me and told me they would have a replacement ready at my local Herbalife in which I drove an hour just to waste my gas and time for them to tell me that order had a hold. I continued to attempt to get a replacement and no help. I even called ***** to try and retrieve the package and they told me the company had to make a claim to retrieve the package which they had not done. I finally decided to make a dispute on the transaction with my bank due to the fact that I never received my packages. I have been credited this money by my bank but now Herbalife has put a hold in my account stating that since I filed a dispute I have to pay them that money because it was delivered (which I never received). After calling multiple times to Herbalife and even speaking with the area director "*******" she said she could not help and I had to speak to finance. Finance finally reached out and was very unprofessional. They said the package was delivered to me. When I asked what address it was delivered to they would only tell me the street they shipped it out to but not the apt number. He told me my only option was to pay the money I had disputed and then request a replacement which is outrageous. The man also blamed ***** multiple times, and told me I should have resolved this issue with Herbalife and not the bank when I had attempted many times to do so. He also said it was my fault for not making sure the replacement was successful. Awful experience.

  

  Business response

  03/29/2023

  Thank you for allowing us time to review the information for proper follow up and research. From the information provided, it appears that the distributor placed an order through the call center on January 25, 2023, but the package was not received due to an incorrect apartment number provided by the distributor. The distributor reported the issue on February 2, 2023, and the order support team confirmed that the error was on the distributor's end. A driver follow-up was initiated to investigate the lost package, and the distributor was advised to call back for a replacement if the package was not received by February 8, 2023. The distributor placed new orders on February 14, February 25, and March 9, all for pick-up at the ****** ************* but made no mention of the missing order. On March 17, 2023, a chargeback was received, and a Can't buy flag was added to the distributor's ID number. The distributor contacted the company to inquire about the block on her ID,and was advised that it was related to the chargeback. She requested to speak to an Area Director and was transferred to the finance team. On March 23 and March 24, the company attempted to contact the distributor at the phone numbers on file but was told that the numbers were incorrect. The company's resolution is to offer the distributor the option to pay the chargeback and receive a replacement for the missing order as an accommodation.

• Initial Complaint

  02/14/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Hi Im fat I want to lose my weight also I have Gastric Task does it have no harm?

  

  Business response

  03/20/2023

  We thank you for allowing us the opportunity to review your concerns. We understand your concerns and recommend that you consult with your physician for any medical questions. Since this is not a complaint, we ask that you get in contact with your physician and if you have any questions about the products, you can learn more on www.herbalife.com.

• Initial Complaint

  02/06/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Hello, I purchased Herbalife products from a local shop a few months ago. The local shop has closed and I wanted to return some of my unopened products because I did not like the ones I purchased and wasnt going to open the others and try them. I called to try to return however your agents would not help me. I do not have a order number because I purchased the goods with cash. I have the items still and would simply like to return as I am not satisfied. I wish I could just return to the store however it is no longer in business so how am I supposed to return it. I dont know what to do because your agents will not assist me in any way since I do not have a order number.

  

  Business response

  02/08/2023

  Thank you for allowing us to address your concerns. We have reached out to the complainant on 2/7/2023 to process his refund request. However, we received 3 separate emails, from the complainant, asking us to cancel the refund request. We have followed up with him advising that we would proceed as requested. We appreciate your time and wish you the best and appreciate the opportunity to support.

• Initial Complaint

  03/06/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I tried to order product last year and was told that there was a hold on my account. I called Herbalife and was told that there was charge back for an over $400 order from 2020 that I had no knowledge of until they told me. I was upset and didn't know what to do. Recently I have called Herbalife at least 4-6 times to try and get some help and spent well over 2 hours on the phone to get transferred dozens of times. Nothing has been done. I can't place an order or get an explanation. They take down my number and tell me to wait for a call back. It's been days. I just want to order product to help me reach my goals. At this point I have lost hope. This is insane

  

  Business response

  04/12/2022

  Business Response /* (1000, 5, 2022/03/23) */ We contacted ************* and reviewed her account with her. As such, we explained actions needed to remedy situation.We thank you the opportunity to allow us to respond to your inquiry.

*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. ↩