Complaints

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:12/09/2022

  Type:Billing 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 heard about this product for weight loss being promoted by ************************* so I made a purchase in October I should have cancelled the order because they charged me more the the promotion was being offered they did refund me ***** and additional ****** dollars. I did receive the order 5 keto gummy and 1 qty 2 detox for the program did not ask to be on auto refills and never receive a message about a new order but received a package in November. I did not open the package called immediately upset that they sent the order with out authorization. I voiced my concern that the product did not work and wanting to return the package, instead the rep tried to offer me a discount for more of the product I was livid who does that? In my eyes a company that is not replicable. I was given a RMA Number not a return label I mailed back the package and had to pay $14.55 tracking showing delivered 12/02/2022.

  Business Response

  Date: 12/12/2022

  Hello Emonia,

  We regret any inconvenience that the customer has experienced, and we assure you that we are doing everything possible to resolve their complaint. We take great care to ensure that important matters such as this are properly managed. 
  
  We highly apologize that you may have overlooked the terms. Your initial purchase rolls into a monthly auto-ship program if not cancelled 30 days from the order date. As a one-time courtesy, we went ahead and issued a full refund of $99.98 today. Please allow **** business days depending on your bank's processing time, for the credit to reflect in your account.
  
  Rest assured, the account is cancelled, and you won't receive any further charges. 

  Thank you for being so patient. If you need anything else, let me know if I can help.
  
  

• Initial Complaint

  Date:12/09/2022

  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.

  October 25, 2022 is when I placed an order. They sent me 4 bottles of Keto + acv gummies and 2 bottles of detox for a total of $259.99. They started their 30 day ************ from the date I ordered it and not when I recd them. I called on on Nov 26, 2022. The 100% backed this product to lose weight. I did not lose weight and I followed all directions. I would like to at least get some of my money refunded. I was convinced by their ad that the product worked. I need to lose weight to avoide any further health issued. I am border line dietbetic. Any help I can get is appreciated. Thank you *********************** ****************

  Business Response

  Date: 12/12/2022

  Hello *******,

  We apologize for the inconvenience as we are limited with the policies in place for the products. Therefore unable to issue any more refunds on your account for the initial order. Please note that we strictly follow our 30 days return and refund policy which is indicated in our Terms and Conditions. It appears that you placed the original order on 10/25/22. We hope you understand the matter on the situation that occurred on these charges.

  However, we issued a full refund for the second order on 12/11/22.Please allow **** business days depending on your bank's processing time for the credit to reflect back to your account.
  
  Rest assured, the account is canceled and you won't receive any further charges. 
  
  

  Thank you

  Customer Answer

  Date: 12/15/2022

   
  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:12/08/2022

  Type:Billing Issues
  Status:

  UnresolvedMore 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 tried to order one bottle of these gummies and the website charged me for 4 bottles. when i tried to dispute it they were nasty so i requested to cancel the entire order. they would not. then they said they would only refund half the money and the other half when i returned the product. i told them i was going to dispute the charge and they said 'go ahead' and they hung up on me. i called back, got return shipping info and returned the product unopened as they requested. the bank denied the claim and reversed the provisional credit and told me i had to work directly with the vendor who is saying they did not receive the product. the vendor is saying they cannot give me a credit because i disputed the charge and they froze my account so they can't give any refunds anymore. i provided tracking info showing the product was returned but they are saying that because the account is frozen, they could not acknowledge receipt of the return product. so basically both the bank and the vendor are saying i cannot get my $90 back. i basically have no recourse other than to report this to you and hopefully you can get them to give me my money back. I spoke to a supervisor at both the vendor and the bank. Both are saying nothing can be done, but both are saying that i paid for product, returned product, but can't have my money back! here is the order info BIOLYFE 99x8 Order Date 09/18 1:48pm Order Number 020659128C proof of return is attached

  Business Response

  Date: 12/09/2022

  Hello,

  We sincerely apologize for any confusion. We would be more than happy to clarify any misunderstanding with your order. You can get this discounted price of $39.99 for one bottle if you will purchase a bundle, more bottles more discounts you can get. The deal is $199.99 for 3 bottles so each bottle is $66.66. We are including 2 free bottles in that package so that brings the price down (divide $199.99 by 5) to $39.99 for each bottle. You also placed an additional order of Biolyfe - 2 Detox for which you paid $60.00. 
  
  We list this cheaper product price on our packages not to mislead, but to show the savings customers can have by purchasing the larger packages. We do provide the total price for each package right under the offers to avoid any confusion.

  Unfortunately, we can no longer process any refund on your account since you already filed a dispute with your bank. The reason we cannot process a refund is that you have already requested one with them. Meaning that they already gave you or are going to give you the amount disputed. The best resolution is to coordinate with your bank regarding this matter.

   

  Thank you
  
  

  Customer Answer

  Date: 12/09/2022

   
  Complaint: 18544736
  
  I am rejecting this response because:

  Their website was not working so while i tried to buy one bottle it charged me for 4.  When i tried to dispute it with them they said I ordered it and too bad.  I said I was going to file a dispute with the bank and they told me 'go ahead' and hung up.  I did not trust i was going to get my money back so I filed the dispute.  ******** closed the dispute because Biolyfe said I received the product and the bank is saying i have to resolve it with the vendor.  The vendor is saying they cannot issue a credit because I filed a dispute with the bank.  So I am in a circular reference.  I sent the product back and have given you proof of that.  They are refusing to refund my money.  I can no longer work with the bank, the bank sent me to the BBB.  Please do not let this shady company take advantage of me like this.  I returned the product and they should return my money.  They are refusing to because they say they froze my account.  Well unfreeze it please and give me back my money.  I returned UNOPENED product, I did not take one bite.  Please help me.

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

  Business Response

  Date: 12/19/2022

  Hello ****,
  
  We do apologize if you went through this process. Unfortunately, we can no longer process any refund on your account since you already filed a dispute with your bank. Once the customer calls their bank to dispute a charge they receive a temporary credit while the bank investigates. We are debited for the charge at the same time. At the point we cannot give the customer a refund because the bank took back the money from us. If we show the customer made a legitimate charge the customer loses the temporary credit and we are paid. Even if we win the dispute we have fees to pay that exceed $75 for every dispute.

   

  Thank you

  Customer Answer

  Date: 12/19/2022

   
  Complaint: 18544736
  
  I am rejecting this response because:

  Everyone is refusing to acknowledge that their website was faulty and I returned the product that i did not order. I ordered one product and was charged for more than that. When i confronted them they said there was nothing that could be done.  They literally hung up on me.  I disputed it with the bank and the bank rejected it because the merchant told the bank that i ordered the product and received it.  I returned the product and have provided proof of that.  I DID NOT BENEFIT FROM THE CHARGE BECAUSE I RETURNED THE PRODUCT.  ******** won't help me, the merchant refuses to help me...and the BBB is believing the merchant instead of the little consumer.  ******** has reversed the conditional credit (see attached) so Biolyfe got the money back.  As far as their 75 cost of doing business, well that is on them, their website should work and their customer service reps should not be so nasty.  At the end of all of this, I paid the money and have NO product.
  
  Sincerely,
  
  *******************

• Initial Complaint

  Date:12/08/2022

  Type:Billing 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.

  I purchased this product on 10/17 - it made me sick when I took it. Now, they just charged me and sent me another batch. I do not want the product and want to return it for a refund. I did not agree to have continuous shipments.

  Business Response

  Date: 12/12/2022

  Hello *****,

  We regret any inconvenience that the customer has experienced, and we assure you that we are doing everything possible to resolve their complaint. We take great care to ensure that important matters such as this are properly managed. 
  
  We highly apologize that you may have overlooked the terms. Your initial purchase rolls into a monthly auto-ship program if not cancelled 30 days from the order date. As a one-time courtesy, we went ahead and issued a full refund of $199.98 today. Please allow **** business days depending on your bank's processing time, for the credit to reflect in your account.
  
  Rest assured, the account is cancelled, and you won't receive any further charges. 
  
  

  Customer Answer

  Date: 12/13/2022

   
  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.
  
  *******************************************

• Initial Complaint

  Date:12/06/2022

  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 originally order one bottle of Keto Gummies. However, instead of only charging my debt card for one bottle, Biolyfe took it upon themselves to bundle the order and they charged my debt card for $199..98 on 10/19/2022"and 11/21/2022. I never asked, nor requested the bundle auto ship to be debted from my debt card each month.These are authorized transactions. I recently mailed back a shipping that Biolyfe mailed for the month of December 2022. I was charged $11.45 to ship this back to biolyfe in *******, **.I plan to return the other bottles for a refund, because I did't order additional bottles for the month of November and December. Therefore, I'm requesting a refund for both transactions that was debted from my account 10/19/22 in the amount of $199.98 and 11/21/22 $199.98 .

  Business Response

  Date: 12/09/2022

  Hello ****,

  We sincerely apologize for any confusion. We would be more than happy to clarify any misunderstanding with your order. You can get this discounted price of $39.99 for one bottle if you will purchase a bundle, more bottles more discounts you can get. The deal is $199.99 for 3 bottles so each bottle is $66.66. We are including 2 free bottles in that package so that brings the price down (divide $199.99 by 5) to $39.99 for each bottle.
  
  We list this cheaper product price on our packages not to mislead, but to show the savings customers can have by purchasing the larger packages. We do provide the total price for each package right under the offers to avoid any confusion.

  If you have not cancelled your account has rolled into a monthly subscription as agreed to by the terms and conditions (you had to agree to the terms to be able to place the order). We did not receive a cancellation request from you in the allotted time, so we naturally assumed that you were satisfied with the product and charged you accordingly, as agreed to by the Terms and Conditions.
  
  We went ahead and issued a full refund for the last order without the need to return the products. Please allow **** business days depending on your bank's processing time for the credit to reflect back to your account.
  
  Rest assured, the account is canceled and you won't receive any further charges.
  
  
  Thank you

• Initial Complaint

  Date:12/06/2022

  Type:Service or Repair 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.

  I just got off the phone with BioLyfe.(12-5-2022) They will not refund my money and they said I received the product. I never received the product and they will not refund the product.Date of Transaction: 11/13/22 Dollar Amount - $199.00 Merchant Name - BioLyfe I thought the deal was buy 3 get 2 free. I couldn't see the total amount due until I processed the order. I thought it was going to be $120 and they charged me $199. When I found that out I canceled the order right away. they came back and said they would give me a discount and I declined that. I just wanted my money refunded. I have all the emails to prove this.Here is the confirmation for the order:From: [email protected] Sent: Sunday, November 13, 2022 9:03 PM To: **************************** <****************************> Subject: Order Confirmation - BioLyfe Your order (BBD2206675) has been received. You will receive a confirmation email once your order has shipped. The charge on your billing statement should appear as Shop Bio Lyfe ************. PLEASE CHECK YOUR SHIPPING ADDRESS BELOW TO ENSURE IT IS CORRECT. **If it needs to be updated please call ************** immediately**Here is my response: (19 minutes later) From: ********************************* <****************************>Sent: 11/13/2022 22:21:25 Please cancel my order. I thought it was buy 3 get 2 free. I am on a fixed budget and can't afford to pay $199. Thank you. ********************************* ************************************************** **************************** Please let me know if you need more information. Thanks for your help.

  Business Response

  Date: 12/08/2022

  Hello *******,

  We sincerely apologize for any confusion. We would be more than happy to clarify any misunderstanding with your order. You can get this discounted price of $39.99 for one bottle if you will purchase a bundle, more bottles more discounts you can get. The deal is $199.99 for 3 bottles so each bottle is $66.66. We are including 2 free bottles in that package so that brings the price down (divide $199.99 by 5) to $39.99 for each bottle.
  
  We list this cheaper product price on our packages not to mislead, but to show the savings customers can have by purchasing the larger packages. We do provide the total price for each package right under the offers to avoid any confusion.

  As a one time courtesy, we went ahead and issued a full refund as the customer requested. Please allow **** business days depending on your bank's processing time for the credit to reflect back to your account.
  
  Rest assured, the account is canceled and you won't receive any further charges. 
  
  
  Thank you
  
  

  Customer Answer

  Date: 12/09/2022

   
  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.

  Thank you so very much!!

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

• Initial Complaint

  Date:12/06/2022

  Type:Service or Repair 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.

  I purchased product and was charged more than what my order was. I requested a refund for the agog $130 which I did in 11/3/22 was sent email with order #***C3C7A1C and Refund date 11/3/22. Money was never sent to my bank. I called again on 11/11 was told to wait 10 business days. I called again on 11/21 told again to wait 10 days called again on 11/30 and was told that it would processed still have not received refund.

  Business Response

  Date: 12/09/2022

  Hello *******,
  
  We appreciate you making us aware of your negative experience. We regret any inconvenience that the customer has experienced, and we assure you that we are doing everything possible to resolve their complaint. We take great care to ensure that important matters such as this are properly managed.
  
  Please accept our apologies for the delay in your refund. I already escalated this issue to our billing department and found out that there was a system error. I went ahead and processed your full refund via E-Check. Please check your email *************************** within **** business days.
  
  Again, my deepest apologies for any inconvenience we have caused you. Please let us know if you have any additional questions, concerns, or comments, or if we may be of assistance at any point in the future.

   

  Thank you

  Customer Answer

  Date: 12/09/2022

   
  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:12/02/2022

  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 bought the product on September 6. The button I pushed said $39.99 and immediately I was charged $259.99.I immediately called to cancel the product and they told me it cannot be canceled that I had to wait for the product and send it back.I received the product on September 21 and returned the product September 22. The product was unopened, no damages, and in perfect condition.They did not immediately give me a refund, so I called on October 17, making sure that the product had arrived. While I was on the phone with them, four emails came across saying they had refunded my money. I gave it a few days to show up in my bank account and nothing was refunded.I have called and emailed several times in the last three months asking for my refund. The content of all of my messages, calls, and conversations are under account #8 FFBB0F76D It didnt take but a second to take my money, but its taking much longer to get a refund. They tried using my debit card which they say didnt work, now they are emailing me an E check, which I dont even know if that will work.I have contacted my bank to file a discrepancy. Not sure if you can help with the situation, but wanted you to be aware of this business and the way they treat their customers.Its now December 1 almost 3 months and I still have not received my $259.99 refund. Attached is my bank statement from when it was purchased and also the receipt from when I sent the product back.Thank you for your time

  Business Response

  Date: 12/05/2022

  Hello ****,

  We would be more than happy to clarify any misunderstanding with his order. You can get this discounted price of $39.99 for one bottle if you will purchase a bundle, more bottles more discounts you can get. The deal is $199.99 for 3 bottles so each bottle is $66.66. We are including 2 free bottles in that package so that brings the price down (divide $199.99 by 5) to $39.99 for each bottle. You also placed an additional order of the (Biolyfe - 2b Detox) for which he paid $60.00. 
    
  We list this cheaper product price on our packages not to mislead, but to show the savings customers can have by purchasing the larger packages. We do provide the total price for each package right under the offers to avoid any confusion.

  Unfortunately, we can no longer process any refund on your account since you already filed a dispute with your bank. The reason we cannot process a refund is that you have already requested one with them. Meaning that they already gave you or are going to give you the amount disputed. The best resolution is to coordinate with your bank regarding this matter.

   

  Thank you

• Initial Complaint

  Date:12/01/2022

  Type:Service or Repair 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.

  They cheated me by placing an order that I DID NOT finalize, I went back, which is my stupid mistake not deleting everything I put on there, but when it said to finalize the order, I didn't do it because they were not showing me what the total would be before placing the order, and I wanted to know what it was! That to me is WRONG, as well as illegal, they have NO RIGHT to finalize an order without my consent!! ??

  Business Response

  Date: 12/02/2022

  Hello ******,

  We regret any inconvenience the customer has experienced, and we assure you that we are doing everything possible to resolve their complaint. We take great care to ensure that important matters such as this are properly managed. 

  To clarify, all orders that are placed online are consumer-initiated. We received an order from you on 11/30/22. There is no way for us to place an order for you. You have to enter your credit card information on the checkout page and hit the submit my order button. Without you doing this, no order would be placed. We have no way of knowing your credit card information, nor can we go to your checkout page and force the order through.

  As per checking, your account was refunded $100.00 on 12/01/22. As a one-time courtesy, we went ahead and issued an additional refund of $99.99 today without the need to return any of our products. Please allow **** business days depending on your bank's processing time for the credit to reflect in your account. 
  
  Rest assured, the account is cancelled, and you won't receive any further charges. 
  
  Thank you for being so patient. If you need anything else, let me know if I can help.

• Initial Complaint

  Date:12/01/2022

  Type:Billing 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.

  10/15/22 and 11/28/22 $129.99 charge is being repeatedly taken from my account without my authorization. I never purchased anything from this company or received any product from them. I called them in October to find out how they got my information and what services they provide and they hung up on me. I filed a dispute with my bank, received a new card for my account and another charge was taken out of my account again in November. My bank account is not linked to any accounts.

  Business Response

  Date: 12/05/2022

  Hello *****,
  
  We regret any inconvenience that the customer has experienced, and we assure you that we are doing everything possible to resolve their complaint.  We take great care to ensure that important matters such as this are properly managed. 
  
  We went ahead and issued a full refund on 11/22/22  as the customer requested. Please allow **** business days depending on your bank's processing time for the credit to reflect back to your account.
  
  Rest assured, the account is canceled and you won't receive any further charges. 

   

  Thank you