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:11/03/2022

  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.

  On November 2 2022, I attempted to make a trail for CBD gummies for ****, after inputting all my personal and credit card information I went to checkout and a message popped up saying that the trail promotion was no longer available but I can purchase the product 2 bottles for $3**** each at this point I was no longer interested in purchasing the product but there was no option to cancel only option was to continue with the purchase. So I exited the website. About an hour later I saw my card was charged for $129. I immediately called the company who informed me that it was too late because the product was already shipped. I was then offered a 30% discount which I turned down then I was offered a 50% discount which I also turned down. I felt I was cheated and tricked out of my money and would like to do what I can do so that this company does not continue to trick people into buying its products

  Business Response

  Date: 11/07/2022

  *************************,

  We do apologize for the confusion. We would be more than happy to clarify any misunderstanding with your order. The deal is $129.99 for 1 bottle. We are including 1 free bottle in that package so that brings the price down (divide $129.99 by 2) to $64.99 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

• Initial Complaint

  Date:11/02/2022

  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 ordered from Biolyfe 5 bottles of Keto Gummy and I paid. I received another 5 bottles of Keto Gummy that I did not order and I was charged again for them. I called to let them know that I didnt order it and I would return it and that I wanted the money put back in our account. I was told that I only had 30 days to return it and I wasnt allowed to and they would not refund our money. I did not receive the order until 2 weeks ago. My complaint is I never ordered more, I should still have time to return it and I should receive our money back. I feel that theres false advertisement. I hope that you will be able to help me. Thank you, sincerely *************************

  Business Response

  Date: 11/07/2022

  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. 

  As per checking, your account was canceled and refunded $199.98 on 11/01/22 for the second 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, you won't receive any further charges. 
  
  
  Thank you
  
  

  
  

• Initial Complaint

  Date:10/31/2022

  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.

  My first contact with the company was when I was trying to buy some weight loss gummies. The price appeared to be $39.98 and it had a flashing arrow sign that said: pick me, this one, best deal but when I picked that one I ended up with 5 bottles for $39.98 (this was in September) and then the only way to exit was to pick another set of detox pills that added another $60 to the bill. Very misleading. I then tried to return them but no one would answer my emails except to offer me a refund on the $60 portion of the bill. I decided to keep them and give them a try although I wasn't very happy. Then this month I got a second charge and a shipment. They have me on a subscription which I don't want and no one will respond to my emails to get a refund and/or at the least make sure I'm not a subscription plan for NEXT month. Ugh! So frustrating and I feel like they are purposely making this hard for people and it's wrong. I'm email savvy and younger and can't imagine how older folks are doing with this company. Hoping you know about their shady tactics.

  Business Response

  Date: 11/04/2022

  Hello ********,
  
  We do apologize for any inconvenience this may have caused you. 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 second 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

  Customer Answer

  Date: 11/09/2022

   
  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,
  
  *******************

  PS.  

  Thank you for you help in this matter. I would watch this company closely. I think their practices are shady. I never signed up for a subscription and was originally only looking into purchasing. I didn't want everything they wanted me to buy and tried to change my order but wasn't able to do so. They also looped other items into the shipment and obviously added a subscription. As far as I'm personally concerned, I have been taken care of. Thank you again! - ***************************

• Initial Complaint

  Date:10/31/2022

  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.

  I thought I was purchasing a product from this company for one price and when the sale was finalized, there was a whole different price that they charged me. I return the product for a full refund because of their deceit and now they only want to give me a partial refund they want to charge me $10 per item for a restock fee, I dont believe I should have to pay that because of the deceit that they did, while the sale was being finalized

  Business Response

  Date: 11/04/2022

  Hello *****,

  We do apologize for any inconvenience this may have caused you. We would be more than happy to clarify any misunderstanding with our Return & Refund Policy. If you are not entirely satisfied with your purchase, you have 30 calendar days to return an item from the date you ordered the products. To be eligible for a return, your item must be unused and in the same condition that you received it. It is also stated in our Terms and conditions that the customer will cover the cost of return and shipping, restocking, etc. 

  As a one time courtesy, we issued an additional refund of $35.00 through a pysical check. Kindly allow 4-6 weeks for delivery. We appreciate your patience with this matter.
  
  Rest assured, the account is canceled and you won't receive any further charges. 
  
  
  Thank you

• Initial Complaint

  Date:10/31/2022

  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 ordered online Biolyfe, a weight reduction product. Unable to correct my order online, I waited for the shipment to be returned. My account was charged 9/20/22 for $199.99 and $60.00 for a total of 7 bottles. I wanted only one to use as a trail. I returned the product on 9/28/22 via ***** In following up, I called the Biolyfe Company *************). I was advised there would be a restock fee of $10.00 per bottle and would be refunded the balance. I never read such a clause on their webpage.Since that date, I cancelled my debit card with the bank because I was contacted via a text message from Amazon on 10/8/22 requesting an update of my account information. I called Amazon and was told it wasnt their practice to do so. I reported the fraud. I told Biolyfe *** of the situation and instructed me to have the bank verify my information and to initiate an investigation. It doesnt make any sense to me since I offered to provide them with another debit card number in order for the credit to be applied properly by the bank. They hung up the phone on me. I distinctly told them my reporting of the fraud had nothing to do with my purchase from them.

  Business Response

  Date: 11/03/2022

  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. 
  
  We went ahead and issued a full refund of $259.99 as the customer requested. 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:10/26/2022

  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.

  I purchased the product online. Tried to cancel they send it was already in production. I wanted my money refunded to the credit card I used. I also informed my bank. They took many emails to get some answers to my request. They finally gave me 15 days to return the product after they sent the instructions. I waited 3 weeks for they to acknowledge they did receive the return and still waited weeks to no refund to my credit card. They finally gave me a transaction number on Monday ***** after receiving an email the refund was issued on *****. I took the information to my bank, no such trans number found and no refund issued. I have requested twice through email to be refunded immediately, still no reply. I have made a complaint with the ******* attorney general who said to contact the BBB. The customer service number is ************

  Business Response

  Date: 11/01/2022

  Hello ****,
  
  We appreciate you making us aware of your negative experience. We strive to provide excellent customer service in a timely manner, and we apologize for the inconvenience this has caused.
  
  This matter will have to be escalated to our billing department to confirm whether or not the reimbursement was successful. Once we receive a response, we will reach out to you to clarify further. Your patience is much appreciated. 
  
  

  Thank you

  Customer Answer

  Date: 11/02/2022

   
  Complaint: 18316987
  
  I am rejecting this response because: I am due a refund and have been waiting for weeks. They don't answer emails and are rude when you call. I feel they only responded to this complaint because of the BBB.
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 11/07/2022

  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 of 259.99 and you will receive it 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 ***

  Customer Answer

  Date: 11/08/2022

   
  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:10/26/2022

  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.

  I ordered gummies from Biolyfe and when I got an email showing my bill and what I ordered they added a $60 bottle of oil to my bill which I didn't ask for.I sent them 3 emails to correct it and they sent it any way.I told them once I get the package I will return it to sender.I got the package 9/24/2022 and without opening it I took it to the post office and had it sent back to sender.They claim it was invalid and they weren't going to return my $229.99 back to my credit card.They claim the post office should have given me a code to send it back and that is why they aren't going to refund my money.Called post office and asked them why I didn't get a code.Post Master said if the product wasn't open all they do is scan it and return to sender.Called them up today and told them I didn't need a code because it was never opened.They still refuse to give my money back.I have sent them many emails and they still refuse to return the money.Told the lady over the phone I was going to register a complaint with BBB and try to get my money back.She hung up on **** also called credit card company and registered the complaint with them and they said they will look into this matter.

  Business Response

  Date: 11/01/2022

  Hello ******,

  We apologize for the inconvenience it has caused you. Unfortunately, we can no longer process any refund on your account since you have already filed a dispute with your bank. We cannot process a refund because you have already requested one with them, which means 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: 11/01/2022

   
  Complaint: 18313155
  
  I am rejecting this response because:my bank has nothing to do with my dispute.I filed a complaint with my credit card only 
  and BBB.Why are they making a mountain out of a mole hill.Just give the money back so we can end this.Thanks
  Sincerely,
  
  *********************

  Business Response

  Date: 11/07/2022

  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: 11/07/2022

   
  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:10/25/2022

  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 tried to purchase a product from this company to "TRY". They tried to overcharge me & send me a huge amount of their product. I called *********** immediately gave me a 50% credit. At that time I told them I only wanted to TRY the product & did not want to be set up on automatic deliveries or have anything else sent to me without my permission. Of course the product doesn't work, but besides that point, they charged my card again & I called them to tell them to credit my card. I didn't order any more product & still had several bottles still from the first shipment they sent me. She said it was set up to automatically ship once a month. I told her I did not want that from the **************** credited 50% of the amount again. She said it was too late that the product had already been shipped out. I told her I would refuse the product when it arrived & I wanted a full refund for what I did not order. She said she couldn't give me the balance of the refund & not to return the product until I called them again to get a return authorization. In other words, they want me to pay the shipping to have it returned. They charged me $129.88 on 10/19/22 & gave me the credit of $64.99. I want the balance due without having to pay for shipping a product back that I didn't order... Thanks.

  Business Response

  Date: 10/31/2022

  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 an additional refund of $64.99 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. 

• Initial Complaint

  Date:10/25/2022

  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.

  I pull up the link from ********* They sale Gummys they say are very effective in helping your health. While purchasing the order, it gave special discounts that I thought would be applied to my order. When I got to submitting the order, it went through. That is when I found out the total was $199.00. I thought it would be no more that $50.00. I immediately called them to cancel the order.I was told that the order was already processed and could not be cancelled. They gave me a $100.00 discount, but I had to wait for the shipment to arrive and then return it. I did as instructed.When I received my email on the return, it should have been $99.00, but it was $49.00. When I called them back they told me that there was a $50.00 restocking fee. I should have been able to cancel this order before it was ever shipped.

  Business Response

  Date: 10/31/2022

  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 of our return and refund policy. As a one-time courtesy, we went ahead and issued an additional refund of $50.00 as requested. 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: 10/31/2022

   
  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 if I receive both returns.
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:10/24/2022

  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.

  When I placed my order on 10/22/2022 I thought I was paying ***** for 3 bottles of biolyfe plus 2 free bottles (attached is the advertisement). Once I put in my payment info I did not receive preliminary total, but the true bill did not appear until after they charged my account ******. ****** for the 5 bottles plus an additional charge of ***** for diet pills I did NOT order. I immediately called the customer service number to cancel my order but they were unable to do so or let me speak to a supervisor. I really need to have this order cancelled as I do not have the additional funds or other bills will reject payment.

  Business Response

  Date: 10/27/2022

  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. 
  
  We highly apologize that you may have overlooked our promo bundles. As a one-time courtesy, we went ahead and issued a refund of $259.99 today as requested. 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.

  Customer Answer

  Date: 10/30/2022

   
  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.  
  

  My question to Biolyfe is:  how do return the product I received without a cost to me?
  
  Sincerely,
  
  *******************