Complaints

This profile includes complaints for Nucentix Nutrition's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Nucentix Nutrition

  4610 South Ulster Street Suite 150 Denver, CO 80237

• 

  Nucentix Nutrition

  44 Cook St Suite 100 Denver, CO 80206

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:06/05/2023

  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.

  Someone used my name, address, phone number, email and debit card. Placed a $239.70 order with Nucentix Nutrition. I'm guessing it must be diet pills or something, not sure, I did not place this order. Report it to my bank as fraud. Cancelled my card. The person living at my old address got in touch with me and told me about the receipt of this item. I received an email from the above company told them the situation. They told me not to commit "Friendly Fraud". Extremely angry someone would think this. They game me an RMA number and said to put RTS and get a tracking number. This was done. In the meantime, my bank reached out to them and they provided proof of order and receipt of order so my bank will not return the money to me because they said there was no fraud committed. Nucentix received the item back, confirmed by the tracking number. They will not return payment to me because they say the bank disputed it. I explained to them the bank has not disputed it, they have their item back and I want the $239.70 back that was stolen from me. They say contact your bank, the bank says contact the merchant. That is a lot of money and no one will help me.

  Business Response

  Date: 06/06/2023

  Hello,

  Since this charge was disputed and found not to fraudulent by her own bank, we have been waiting for the package to be returned to us to provide a refund. We just received the package back on Friday 6/3/23 and it has not been logged into her account yet. Since we have proof of delivery back to our warehouse, we are fully refunding her account today. We did absolutely nothing wrong here. We just had to wait for everything to fall in place. Thank you! 

• Initial Complaint

  Date:05/13/2023

  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.

  If I could give 0 stars or Negative I would. If I could include the 32 email conversations I had with the poor customer service **** I would! If I could call out names of Supervisors that have been extremely rude and unhelpful (*******, *******, *******, *****, *****) All need a refresher course in customer service. I order these gummies. Received my order. Used for 2 months on tp of Keto diet. NO RESULTS! Per there 100% refund policy, no problem to return my order and get my refund at 100%! WRONG! They are illegally holding my Money. I have *** tracking number and proof of delivery that they have received my order back and have done nothing to refund me back my money as there ad promises. Long story shirt, my bank CLOSED that I purchased my order on. After 17 years. I provided them with prof from my bank that they have closed and not taking in or giving out any transactions becasue on April 19th they closed. All I have done is fight with them to get my moeny back. Send an alternative refund back to me. Check? E-check? Put it on another CC? I got a snobby response from ******* even laughing at me when telling her that we can 3-way call the company that they advised would assist me further and they even stated that they needed to provide me with an alternative refund since my bank is closed and they represent my bank. This company has my product returned proof is tracking number is with *** for proof of delivery. They forwarded me to Pathward who represents my closed bank and Supervisor ********************* from Pathward was willing to inform them directly that they need to issue me my refund of $239.70 an alternative way and they refused to do a 3-way call with me. Told me to do it on my own time. I was on the line with Nucentix and they refused to call with me. Anyone else see a HUGE problem here? They illegally have my returned product and illegally holding my $239.70 when all they have to do is issue me out a check. I asked for upper management and was refused.

  Business Response

  Date: 05/15/2023

  Hello,

  This situation is one we have never experienced before with a customer's bank permanently closing for business. We had made several attempts to refund this customer back to her original payment source. We reviewed and researched the situation and have resolved the matter with the customer to her full satisfaction. This was simply an unfortunate and unseen issue we had no control over.

  Thank you. 

  Customer Answer

  Date: 05/15/2023

   
  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. I appreciate there fast response in resolving my issue and refunding me back for my purchase.  I also appreciate there kindness in dealing with me when I wasn't so kind back. 
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:02/10/2023

  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 saw a product advertised that sounded great and they even say they are backed by you! BBB I ordered one bottle for $39.95, then you have to go through 3 pages of saying no, to more costly products and I CLICKED NO THANK YOU TO EACH ONE. When I got to the end my bank account was charged $239.70!!! I don't even have that much in my checking account!!! What a rip off and to say they are approved by you, makes me even more upset. I called immediately and she said, I must have clicked yes to one of the series of questions and I assured her I did not, I did not have any more money than the $39.95. Not only could I not get an operation number, I could not get a statment with any return amount listed. This company is nothing but a shear rip off, shame on them, if there product is so great, why do they rip people off? Can you please check on this for me? thank you

  Business Response

  Date: 03/07/2023

  Hello, 

  We are very confused by this complaint. Her order was placed online and was handled as seen below. From the order time stamp to her refund time stamp was only "13 minutes". She was obviously taken care of in a very timely manner. What more could we have done to satisfy this customer. This is an unfair complaint. Thank you!

  02/10/23  7:46am cci very upset requested cancellation. she thought she was getting 1 bottle at 39. explained order. immediately cancelled and refunded.
  
  02/10/23  7:45am Order #**E98ABBB1 refunded for $239.70.
  
  02/10/23  7:45am Order #**E98ABBB1 cancelled.
  System
  02/10/23  7:45am Cancellation Notification Email titled "Your Order Has Been Canceled" sent to *********************
  
  02/10/23  7:33am Order Confirmation Email titled "Order Confirmation" sent to *********************
  
  02/10/23  7:32am New customer order *************************** ($239.70) created.

   

• Initial Complaint

  Date:01/05/2023

  Type:Sales and Advertising 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.

  As stated in a previous complaint with another person who experienced fraudulent activity on their credit card, the same exact thing happened to us today. We noticed two charges on our credit card for items we did not purchase, do not use and can attest from our medical doctors, they are not only unsafe but dangerous for us. We immediately contacted our credit card company and denied the charges. The credit card company cancelled the card for us and are forwarding to their security ***** In the meantime, we receive an email stating they were shipping our order. The email also has this crazy wording about "Friendly Fraud". We called Nucentix who spent 10 mins gaslighting us that we had ordered these things and they are happy to cancel our subscription. We recorded the phone call and told them we were doing so. They told us they would do the same. Amazingly enough, our credit card immediately showed a refund of both charges. While the money was returned, we want to make this clear. We are pursuing this via the fraud department. We also believe we have information that might lead to where and how this company is gaining access to people's credit cards. How many more people does this have to happen to. Is this even a legit company? I don't think so. Please stop stealing people's card numbers then gaslighting them with your BS email about "Friendly Fraud". Your BS info about you take this seriously? NOI, WE TAKE THIS SERIOUSLY.

  Business Response

  Date: 01/10/2023

  We have an A+ rating with the BBB due to the care we provide each customer and interaction. This complaint is unsubstantiated. Every order detail provided by this customer matches what we have on file. Address, email, phone number and IP address are all showing a match to the credit card and location. Regardless of the customers statement above, she called us within hours of her order being placed and was immediately assisted with a cancellation and full refund. Thank you.

  Customer Answer

  Date: 01/18/2023

   
  Complaint: 18693389
  
  I am rejecting this response because:
  
  Sincerely,
  
  *************************

   

  We have documented evidence from our credit card card company that we disputed the FRAUDULENT CHARGE. While your rating might be falsely inflated due to some means of your own, there are many others stating the same scenario we are. Our credit card company is pursuing this further as a fraudulent charge. Interestingly enough, we have proof that we were not at a location with a computer at the time this company claims we ordered from them. Further more, we have medical records stating that we have health issues that would prohibit us from ordering such. STOP...Just STOP accusing people of this type ordering. Please explain why your own website has a written notice that your company takes this type behavior seriously. Please, by all means, go ahead and pull up the recording that your customer service rep stated she was recording when we called demanding you give our stolen money back. THIEVES.