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:06/14/2023

  Type:Product Issues
  Status:

  UnpursuableMore 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.

  Unauthorized charges to credit card. Did not order product but recurring charges on credit card for over $500. Disputing charges with bank but this is theivery.

• Initial Complaint

  Date:06/14/2023

  Type:Sales and Advertising Issues
  Status:

  UnpursuableMore 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 received another charge to my credit card account yesterday. This morning, I called requesting why, as I had called last month canceling... I said I wanted nothing else. I was advised that the product had been canceled but not the subscription. What part of "I want nothing else" did they not understand??!! Why would someone continue a subscription when they just said they wanted nothing else? I have now been charged $129.99 for something that I canceled last month. These people are ripping people off as evidenced by all the complaints on their page. They should be stopped.

• Initial Complaint

  Date:06/08/2023

  Type:Product Issues
  Status:

  UnpursuableMore 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.

  Purchased a product from them on 09/24/2022. Decided I did not want the item, item never opened. Called to start a refund on 09/24/2022. Received an e-mail with detailed instructions on how to return on 10/01/2022. Received e-mail notification on 11/2/2022 that my refund was processed. I never received the refund. I have called at least 20 times since then and I get told I will receive an electronic check and never receive it. I have requested a paper check to be mailed and it never happens. I asked to speak to someone higher up and never get anyone but the person who answers the phone call. I do want my $189.99 back. They have their unopened product returned as they verified they received it but I did not get my refund. The credit card was never refunded and after the first 10 calls they did verify it did not process.Statements from this time included.

• Initial Complaint

  Date:05/22/2023

  Type:Product Issues
  Status:

  UnansweredMore 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.

  Order ID ********** for 2 bottles of Keto Gummy I sent them back in the correct amount of time that you indicated and I have not received my $109.88. I have called the number and the people who answer or not English speaking. They promise my money in ***** hrs. This has happened ***** times. Sometimes they hang up on me. I ask for a supervisor and they say oh they are so busy. Sorry and hang up. Please send my money

• Initial Complaint

  Date:05/19/2023

  Type:Product Issues
  Status:

  UnansweredMore 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.

  Date of Transaction:5/9/2023 Amount paid:169.99 Merchant commitment: This product, inspired by ***************** was supposed to be the new revolution in CBD products. It promised relief from body aches, stress, back problems.And it was 100% safe.Dispute: I purchased three bottles CBD gummys on the transaction date stated above. In looking at the terms and conditions, I found out that if youre be treated for any type of medical issue, for example, heart problems which I am- you should not be taking this product without consent of doctor. On 5/9/2023, I sent the company multiple emails as well as phoning asking that my order be cancelled. The **************** representative who answered my call denied receiving any email from me asking for a cancellation of my order. She stated orders cannot be cancelled. I was furious and requested to speak to her manager. She proceeded to my utter disbelief to offer me a 30% discount She stated no manager is available. I requested a call back from the manager never received such call. .At 1pm on 5/9 I received an email saying sorry to see you go, telling me that my order was cancelled. I would not be charged for any current as well as future orders. Since then I have been charged and product was received. I have both called them as well as emailed them trying to get an explanation for why-they would lie to the customer about a transaction being cancelled when it was treated as a processed sale. On May 13 I received an email saying that my request for cancellation could not be honored due the fact that the product was shipped out. Also call us when you receive product and well tell you how to return. I have sent multiple emails, again requesting return instructions as well as a return label, since it was their error that caused this mishap. The Customer Support team has been unresponsive to my emails. I have been treated with a lack of respect by this company and now Im stuck with a product that I cant use.

• Initial Complaint

  Date:05/18/2023

  Type:Order Issues
  Status:

  UnansweredMore 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.

  By default I was shipped BioLyfe gummies and I didn't want it so I contacted the company and they told me to send them a picture of the unopened bottles. They said that they would have to charge me a restocking fee which meant I would only receive $189.99 back. Since the original credit card was lost, I was issued a new card. Thus they would have to issue a e-check. This happened back in September of 2022 and after receiving the approval email for refund. I sent the product back and have not received a refund. I began calling their number ************** and have been calling every two to three weeks since October 2022. It is now May 2023 and I still don't have the echeck. Everytime I call I get another representative that tells me that it was approved and for me to wait **** working days. I wait, check my email and spam everyday and have not received anything. I call again and they say again, "Ok, I'll contact accounting and ask the to resolve. Please wait **** days." This is crazy, It's now been over 7 months with me calling 1-2 times per month and I still don't have the echeck refund. Please help. I'm retired and this is so stressful. Please help me. I'm at my **** end.

• Initial Complaint

  Date:05/02/2023

  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.

  I purchased a one time order and even upgraded to add two more products. I was just notified they charged me ***** and I never received a product. Per the company it was returned. I was them again charged on April 25 for 1***** and told that even if it is returned to the company they do not refund money back. I explained I had my original email and it never said I signed up for auto just a one time order. The company said we will offer you a 30% store credit. I am also filing a claim with my credit card company for fraud as I had to close out my account and get a new credit card.

  Business Response

  Date: 05/09/2023

  Hello *********,

  We sincerely regret any inconvenience you may have experienced and can assure you that we are doing everything possible to resolve your issue. We ensure that important matters like this are dealt with appropriately.
  
  We deeply regret that you could have missed the terms. If you don't cancel your account within 30 days of the order date, your initial purchase automatically enrolls you in a monthly auto-ship program. As a one-time courtesy, we went ahead and issued a full refund of $129.98 today. You should see a credit in your account in the next **** business days.
  
  Rest assured, the account is canceled, and you won't receive any further charges and shipments. 
  
  We appreciate your patience. Please let me know if there is anything further I can do for you. Be assured that the account has been closed, and no future charges will be made.

• Initial Complaint

  Date:04/20/2023

  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 purchased Keto weight loss gummies from Biolyfe on 10/6/2022 for $169.99. I selected NOT to receive a subscription to them since I wanted to try the product first. On 11/12/2022 I was charged $169.98 and received two more gummy bottles in the mail. I immediately called to complain and make sure I received a refund. I mailed the unwanted bottles back to Biolyfe in ******* on 1/2/2023 and made sure my unwanted subscription was canceled. After over 20+ calls to their service center I still have not received my refund for $169.98. They continue to tell me they are checking with their billing department.

  Business Response

  Date: 04/25/2023

  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. 
  
  Please accept our apologies for the delay in your refund. We already escalated this issue to our billing department and found out that there was a system error. As an alternative, we went ahead and processed your full refund of $169.98 through an electronic 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.

• Initial Complaint

  Date:04/12/2023

  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.

  In Sept. of 2022 I ordered some Apple Cider Vinegar gummies to help with weight loss. I was also sent a product called Detox even though I didn't want it. There was nowhere on the web page at that time to refuse it. I used the *** gummies for 2-3 wks and decided they were not for me. I used the Detox only 3 or 4 times. So I tried calling them to cancel my subscription and get a refund. No one answered so I left a voicemail explaining the situation. No one called me back. So I sent the gummies back to the address on the package with a note inside also explaining the situation. Next month I was billed on Oct. 3 for more gummies and was sent another package of both bottles. This time I emailed them reiterating that I wanted to cancel and receive a refund. No one wrote back. So I sent the package back to the address on the package with another note. By this time I had asked for a refund 4 times. I shouldn't have had to ask more than once. I called my bank to ask for a stop payment on the charge. They said could not stop the payment on a debit card. The only way would be to cancel my debit card and get a new one. I really did not want to do that. So I decided to see what would happen in December. Perhaps by then they would have come across my notes asking to cancel. No such luck. I was billed on Dec. 22 for another round and sent another package. So I finally canceled my debit account. I did not send the package back, I thought why bother, they aren't going to give me my money back. I still have the package. I didn't even open it. I spent $20.00 sending the previous packages back. I just want a refund.Sept. 2, 2022 $129.99 *** gummies ***** Detox Oct. 3, 2022 $129.98 *** gummies Dec. 22, 2022 $129.98 *** gummies I don't have a listing for November. The total I get is $449.95. Please get in touch with them and find out why no one got in touch with me. And please get a refund. I look forward to the out come.

  Business Response

  Date: 04/14/2023

  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.

  As a one time courtesy, we issued a full refund of $129.98 for the last order via E-check today. Please allow up to **** business days for the e-check to reflect in your email address ******************** This may be new to you, but it is a safe and convenient way to receive funds faster. You will receive an email from our third-party e-check issuer, ************. Within the email, you will have the option to either Direct Deposit or Print an e-check. 
  
  Rest assured, the account is canceled and you won't receive any further charges.

  Thank you
  
  

   

  Customer Answer

  Date: 04/20/2023

   
  Complaint: 19919410
  
  I am rejecting this response because: I did the best I could to get the packages returned on time. I think I should at least be reimbursed for two months and $ ***** for the Detox which I didn't even want. I think you should make the information in the website as clear as possible and make it easier to turn down certain products if the customer doesn't want them.
  
  Sincerely,
  
  *******************

  Business Response

  Date: 04/26/2023

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

  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. 
  
  We went ahead and issued an additional refund of $189.98 for the ($129.98 third shipment and $60.00 for the Detox), and you will receive it through an electronic check. Please check your email ******************* within **** business days.
  
  We hope that you understand the terms with which you agreed, and we are limited by the policies in place for the products. Rest assured, the account is canceled, and you won't receive any further charges. 

  Customer Answer

  Date: 04/29/2023

   
  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.
  
  Sincerely,
  
  *******************

• Initial Complaint

  Date:04/05/2023

  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.

  Total amount $389.98 I bought some Keto gummies for weight loss (DID NOT WORK, BTW) but then the company kept taking from my bank account and then sent me another shipment. I didnt think I signed up for a subscription so I pored over the original email looking for something that said I was agreeing to that and found nothing. So I wrote to the company asking them (repeatedly) to show me where I agreed to a subscription (and cancel it too). After several times, they finally replied that I checked a box agreeing to that when I bought the gummies. Im quite certain I did not. I never would have agreed to that. They charged me $129.99 for something I never received too. They claimed they sent me another shipment in January, but I never received anything. First they said I could return any sealed unopened bottles for a refund, then they said they wouldnt give me a refund because it was past 30 days! I have all the emails sent and received, plus I still have all the product, except the ones I never got that they havent refunded. *** attempted to resolve the issue with the company but got nothing but frustration. I had a stroke and dont speak or walk very well and cant do many exercises and being somewhat sedentary, and other reasons doctors cant seem to explain, Ive been gaining weight. $389.98 may seem like a small amount to big companies, but to someone who cant work, its a lot. At the very least I want the refund for what they charged me for that I didnt get, though I only opened one bottle and wanted to return the rest.

  Business Response

  Date: 04/06/2023

  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.
  
  As per checking, you already spoke with one of our representatives on 02/20/23 and we issued a full refund for the last order in January.  Please allow up to **** business days for the e-check to reflect in your email address ******************** 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. 

  Rest assured, the account is canceled and you won't receive any further charges.
  
  
  Thank you

  Customer Answer

  Date: 04/06/2023

   
  Complaint: 19895782
  
  I am rejecting this response because:
  First of all, I am sure that I did NOT agree to those terms. BioLyfe claims that I must have done so to place the order but I would never have agreed to that and if I had seen that, I wouldnt have placed any order. Second of all, I wrote AS SOON AS I saw I was charged another time. How is that not within the allotted time? Maybe it wasnt 30 days from when the order was placed but how would I have predicted I was going to be charged again? And lastly, when I went to try to find the website I originally ordered from, to see if one does indeed have to agree to any terms to place an order, not only could I not find it, but there were dozens of scam warnings against this company! 
  Sincerely,
  
  *********************

  Business Response

  Date: 04/11/2023

  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 a one time courtesy, we went ahead and issued a full refund of $69.98 for the second order 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