ComplaintsforProsper Wellness

• Initial Complaint

  03/17/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  We placed an order for a 3 month supply order of Prosper Wellness Joint Restore Gummies on January 15, 2024 through the company's website. One month later on February 14th we were charged again $184.74 for a monthly "subscription", which was not authorized. We immediately called the company on the same day (February 14th) after seeing the pre-authorization on our bank account. The company informed us during that call the subscription was canceled and the authorization will fall off our account. The charge for $184.74 posted to our bank account the next day on February 15th. We emailed the company again per the outgoing phone message and informed them of the charge on March 4th after reviewing our statement. The company responded saying a check was issued and that we should receive it in 2-6 business days. The check is not received. We emailed the company again on March 14th to verify the check has been mailed. To date no response or check is received. Please assist us with this refund. Order number: ***** Order date: February 14, 2024 Thank you

  Business response

  03/18/2024

  Dear *********,

  
  Thank you for reaching out to us regarding your order #***** and the subsequent issues you've encountered. We understand the frustration and inconvenience this situation may have caused, and we sincerely apologize for any distress it has brought you.

  
  We would like to inform you that a check for the refund amount of $184.74 was processed on March 12, 2024, and was sent out with the expectation that it would arrive within 2-6 business days. Based on this timeline, the check should arrive on or before March 18, 2024.

  
  To provide you with peace of mind and as proof of the sent check, we invite you to view the shipping confirmation through the following link: ****************************************************************************.

  
  We appreciate your patience and understanding as we work to resolve this matter. Should the check not arrive by the expected date, or if you have any further questions or concerns, please do not hesitate to contact our customer support team directly. We are committed to ensuring your satisfaction and will take every necessary step to make this right.

  
  Thank you for your continued trust in Prosper Wellness. We value your business and are here to assist you with any further needs.

  
  Warm regards,
  Mia
  Customer Service Manager
  Prosper Wellness

• Initial Complaint

  03/11/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  i ORDERED 6 BOTTLES OF THIS ITEM:Zylarian - ************* Formula ON 29th January 2024 but did not receive a receipt although my credit card was debited for the purchase. I complained repeatedly to the company's PR rep. **** ******* but to no avail. It seems that she is incompetent and unfit for the job.I would like to get the item I purchased as I suffer with Insomnia. PLEASE URGE THEM TO DELIVER MY PURCHASE.

  Business response

  03/13/2024

  Dear Mr./******************,

  
  I regret to learn about the inconvenience you've encountered regarding the non-receipt of your order placed on January 29th.

  Upon thorough investigation, I can confirm that the order was dispatched on January 30th and successfully delivered to your designated agent on February 5th.

  
  For your convenience, I've included a link below where you can verify the delivery status:

  Track Your Order Here - Tracking Number: 92612999963626000123655119

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

  
  Your understanding in this matter is greatly appreciated. Should you have any further questions or need additional assistance, please feel free to reach out.

  
  Best regards,
  *********************

• Initial Complaint

  02/21/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Order was not clearly communicated as a subscription. Was told the supplement I was buying was fine with medication I was taking - IT WAS NOT.Taking advantage of a senior citizen?They do not answer the phone.They did respond to an email as to how to return the product.Returned the product, with ***** tracking confirming receipt on 1/29/24.Sent letter via ***** with confirmed receipt on 2/14/24. As of 2/20/24, still no credit/refund.Amount in dispute: $339.85

  Business response

  02/27/2024

  Good Day,

  First and foremost, I want to extend our sincerest apologies for the series of misunderstandings and inconveniences you have experienced with your recent order. It is clear that we have not lived up to the high standards we set for ourselves, especially in communicating the nature of the purchase and ensuring it was safe for you to use with your medication. Please know that taking advantage of anyone, let alone a senior citizen, is completely against our company's ethics and values.
  
  Upon reviewing your case, I am relieved to confirm that a refund for the full amount of $339.85 has been processed. While this should typically reflect in your account within 5-10 business days, given the delay you've already experienced, we are actively monitoring the situation to ensure there are no further hitches.

  We are taking your feedback very seriously and are currently reviewing our internal processes to prevent such incidents from happening in the future. This includes better training for our customer service team to handle queries more effectively and ensuring our product information is clear and accurate, especially regarding subscription terms and health-related concerns.
  
  Once again, I apologize for the frustration and inconvenience this has caused you. We value your trust and are committed to making things right. Please do not hesitate to reach out to me directly if you have any further questions, concerns, or feedback.
  
  Warmest regards,

   

  Customer response

  02/28/2024

   
  Complaint: 21323605
  
  I am rejecting this response because: they said they would be issuing a full credit. Instead. yesterday, 2/27/24, they charged (!!!) my credit card 2 times for $49.95 and issued 3 credits of $49.95   This is a net credit of $49.95.

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

  Business response

  03/04/2024

  Hello,

  I have attached a refund receipt.

  Currently, the refund is again pending but will post in a few days.

  Thank you!

• Initial Complaint

  01/28/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Dec 19,2023 Order was from an ad in ************************* for Truvarian The invoice I received for the product Truvarian indicated I could Email **** at *************************** email does not exist or was rejected and not delivered.The invoice stated PayPal credit card would show a charge by Healthy ************* ot from Legendary Ventures neither of which exist. On the PayPal invoice the charge shows up as from Prosper Wellness. After a lot of research I found Prosper Wellness. It took a lot longer to locate the website. I finally found the page where ********* was listed. This was not the main conflict. I did not have any address or email address until I found the website where all the information about Prosper Wellness was listed.PayPay did not have the information listed either. Here is the main conflict: I received two packages addressed to ************************* and one was addressed to no name. Both shipped to the same address. I was charges for both individually on my PayPal Card. $178.00 for each. I half of one bottle and I an receiving no results in seeing my hair grow. I want to return all four bottles for refund. What Address do I return the to.?shipment. I had no method to return them as I have no address. Is the address on the website the right one.

  Business response

  01/29/2024

  Hi ******!

  Thanks for message. I apologize if you had difficulties in contacting us.

  I went ahead and processed a refund for your purchase.

  Attached are copies of your refund receipt. And the refund will post in 3-5 banking days.

  I appreciate your patience and have a great day!

• Initial Complaint

  11/27/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I made my order 10/15/2023 for neuropathic gummy and charge on my credit card Discover them a message I received take about 5 minutes to received email with confirmation # but never received, called a few times and L/M and wait 24 hours to theyre called my back,send emails and never respond back and still waiting for my order also I reported to the credit card after I waited for 2 weeks but still no received answer from them

  Business response

  11/28/2023

  Hi *****,

  Thanks for your email. Sorry to hear that you did not receive your order. 

  Upon checking, we did ship your order on October 16 and it shows that it has been returned to us.  

  If you would like us to send another package, please let us know. 

  Thank you!

• Initial Complaint

  11/08/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I ordered Joint Restore Gummies from Prosper Wellness for my wife, ******************************* at a cost of $209.91. I received it on 5/5/23. After reading the side effects, both my ******** became apprehensive. We were scared and decided to return the product, unopened, on 5/12/23. It was sent via **** certified mail Tracking# **** **** **** **** **** 50 showned to be delivered on 5/15/23. After 2 weeks, on 5/30/23 no evidence of reimbursements, I followed up with an E-Mail to Prosper Wellness. On 5/31/23, I received a confirmation e-mail from ****************************** stating she had issued a refund of $209.91. On 6/6/23, with no evidence of an refund posted to my debit card account, I followed-up with an e-mail. (Please refer to attached). Since then, I have made incessant attempts, via phone calls to the site's tel# ********** leaving messages with the courtesy of a response. I also followed-up with e-mail but still no response. I am kindly requesting BBB to dispute this matter on my behalf with Prosper Wellness to issue my refund of $209.91 without further delays. Thanks!

  Business response

  11/09/2023

  Hello,

  Thanks for your message and we do apologize for the inconvenience. 

  We have processed a full refund for you, please wait 3-5 banking days for the refund to post to your account.

  Thank you!

  Business response

  11/09/2023

  Hello,

  
  Thanks for your message and we do apologize for the inconvenience. 

  
  We have processed a full refund for you, please wait 3-5 banking days for the refund to post to your account.

  
  Thank you!

  Customer response

  11/16/2023

  Good morning *****, so far, no indication of an impending payment from the seller. *************** to your email within 7 days as requested. Thanks!   **********;

  Business response

  11/16/2023

  Hello,

  The refund was sent to card ending in 1650. 

  A proof of refund was also attached previously.

  I do not see any error or delays in the refund processing on our end.

  Thank you!

• Initial Complaint

  09/12/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  09/03/2023 ordered some gummed for my nephew. Tried to call and left messages Emailed. No response. It was suppose ship to ******************* in colorodo. I am *************************** who paid 80 for this product

  Business response

  09/13/2023

  Hello ******,

  
  Thanks for your message. I see that your order was shipped on September 4. Your order should arrive in 5-7 business days.

  You can track your package by clicking this link: ***************************************************************************************

  It shows an ETA of September 13. 

  Thank you!

• Initial Complaint

  08/31/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Apparently, I made an error in the information just posted. This transaction was made 7-17-2023.7-17-2023 I answered a Prosper Wellness ad that said, "Buy three and get three free". I was billed $178.00 and $177.99. The transactions were billed to my **************** card. The Am Ex was paid. I contacted Prosper Wellness ** and left a message, My call was not returned.I sent an email to the listed email address, which was not delivered. After several unsuccessful attempts I reached a live person and was informed I could receive a refund by returning three bottles. I have no invoices, since the transaction was done online.I gave a lady my name and email address and she was able to find these transactions very quickly.So far, I am satisfied with the product and have full knowledge of the word 'free".My complaint is Prosper Wellness' ad is misleading, at best, and fraudulent.The $177.99 amount will be contested with ****************.

  Business response

  08/31/2023

  Hi ****,

  Thanks for your message. Sorry to hear that you have had trouble reaching us. 

  We have processed a refund for the said charge. It should post to your account in 3-5 banking days. 

  Attached is a copy of the refund receipt which serves as the proof of refund.

  Again, we apologize for the inconvenience.

  Thank you!

• Initial Complaint

  08/23/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  April 20 for an advertisement of 'Joint Restore gummies' I called the *** and ordered only 1 for $39. Later somebody called: If I buy 2 is $63.98. I agreed and later I realized they charged on my Amex $39 and my Cap. One $63.98 total $102.98 for 2 bottles gummies. **** told they remove the $39. It wasn't remove, product looked like a scam I returned on with tracking #********************** I have the delivery proof from ******** ** (mailbox) I sent 5 emails, left messages no answer at all. Yesterday I received a postcard ad. ($20 voucher & a new WEB address which I tried to call, email) No answer, no refund. Thank you for help

  Business response

  08/24/2023

  Hi ****,

  Thanks for your message and we do apologize for the delay in your refund. 

  To be honest, we did not receive the return tracking information which was the cause of delay.

  I went ahead and refunded $39 and $63.98. Please allow 3-5 banking days for the refund to be posted to your account.

  Thank you!

  Customer response

  08/31/2023

  Hi,

  I sent you an email thanking for your help. I received the refund for both credit card and again :

  THANK YOU VERY MUCH.

  DLerch 87112

• Initial Complaint

  07/15/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I am filing this complaint on behalf of my father who is 75 years old and does not have a computer or smart phone. He ordered product from this company on 5/18/23 (order #********). The product had a lifetime warranty. He received the product & took it for a few weeks and found that it was not helping & in fact it was making him feel sick. So he stopped taking it and returned the product back to the return address that was provided with the product. He sent this back to the company via **** on 6/13/23. He has still not received his refund. He has called the number listed on the website several times to inquire about this and has not received any call backs. I also tried calling the company & also have not received a call back. I also emailed them & based on the automated response would get a response within 24 hours. It has been more than 24 hours and I still have not gotten a response back. I believe this company is a scam. They do not answer the phone when you call, they do not return phone calls, they do not return emails (their email ends in *** also not ***m). He just wants his money refunded.

  Business response

  07/17/2023

  Hello *****,

  Thanks for your message. 

  We apologize for the inconvenience and would be happy to process a refund. 

  Please provide the name of your father so we can refund immediately.

  Thank you!

  Customer response

  07/17/2023

   
  Complaint: 20325694
  
  I am rejecting this response because: they are asking for my fathers name to process the refund; however I provided the order number in my complaint. With the order number they should be able to lookup my fathers name, address, credit card number & amount to be refunded. I feel this is just their way of trying to say they responded when they have no intention of refunding the money. I highly doubt they will follow through with the refund and I am unsure why a company who has an order number for one of their orders cannot locate the customers name. 
  
  Sincerely,
  
  *************************

  Customer response

  07/26/2023

  Please close this complaint. We received a refund from the company. 

*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. ↩