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:01/09/2023

  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 authorized a one time purchase from this company. They have since been continuing to charge my account and sending me the product. I have not been able to get in contact with them to cancel the subscription. I have tried email, phone call but it's a loop and no one ever picks up, and leaving a message but no one ever calls me back. This a monthly $129.98 charge for a product that I do not want but can't seem to cancel. Can you please help me?Company: Bio-Lyfe Product: KETO + ACV Gummies Location: *******, ** Phone number: ************** Order number: The product comes without anything in the package. There is no way for me to find an order number.

  Business Response

  Date: 01/11/2023

  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. 
  
  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 refund of $129.98 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. 

• Initial Complaint

  Date:01/09/2023

  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.

  12/6/2022 $199.98 01/06/2023 $199.98 I JUST WANT THEM TO STOP BILLING MY CREDIT CARD. I SENT THEM AN EMAIL TO STOP BUT THEY WILL NOT!

  Business Response

  Date: 01/11/2023

  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. 
  
  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 refund of $199.98 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:01/09/2023

  Type:Delivery 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.

  Please see documents I have up loaded. I sent product back and never received a refund. Now that phone # is no longer in service.

  Business Response

  Date: 01/11/2023

  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 $259.99 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.
  
  

  Customer Answer

  Date: 01/13/2023

   
  Complaint: 18697099
  
  I am rejecting this response because:
  They keep saying **** business days and then I never get my refund. I need my refund immediately.

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

  Business Response

  Date: 01/17/2023

  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.
  
  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

• Initial Complaint

  Date:01/06/2023

  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.

  See attachment

  Business Response

  Date: 01/11/2023

  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.

• Initial Complaint

  Date:01/03/2023

  Type:Delivery 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.

  1/3/2022 I was told that they have not received info from the warehouse that the return was received. I was told to give them another week to see if the warehouse notifies them of the return.This is the second time I have contacted them and the same response. I called on 12/9 to cancel the shipment and they told me it was too late, it had been processed. When I received the package on 12/20, it had not been shipped to me until 12/14.This is the correspondence that I followed for returning the package:Hi ***********************,Return for order (**********) has recently been approved.RMA Number: LAST NAME & ZIP CODE Follow the instructions below to return your item(s);1) You MUST write your LAST NAME and ZIP CODE on the outside of the shipping box, they are your RMA #. Without those, we CANNOT accurately process your return.2) Be sure to have all items packaged properly so to avoid shipping damage. If the products arrive to our location damaged, you will be responsible for filling a freight claim with the shipper you chose to use. We can not be responsible for an item we did not package.3) All returns must be received within 15 business days of the date of this email or else the return will be rejected.Return Address:PO ********************************** RMA Number:******* ZIP CODE Order ************* Delivered, **********************************************, 9:33 am Arrived at *********** *******,FL33511December 24, 2022, 8:28 am Arrived at **** Regional Destination Facility YBOR CITY PACKAGE SORTING CENTERDecember 23, 2022, 10:59 am In Transit to Next Facility December 22, 2022 Departed **** Regional Origin Facility ************* ** DISTRIBUTION CENTERDecember 21, 2022, 10:17 pm Arrived at **** Regional Origin Facility ************* ** DISTRIBUTION CENTERDecember 21, 2022, 10:16 pm Departed *********** SEALY,TX77474December 21, 2022, 4:54 pm **** in possession of item SEALY,TX77474December 21, 2022, 1:54 pm

  Business Response

  Date: 01/04/2023

  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 apologize for the delay in your refund as your return went through sanitary inspection. We went ahead and issued a refund of $199.98 back to your account 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.

  Customer Answer

  Date: 01/05/2023

   
  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:01/03/2023

  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 5 bottles of CBD GUMMIES from them and the product didn't work so l asked for a refund. I was offered $100 to keep the bottles. I accepted it. I was told that they only accept bottles that were not opened. Their refund policy stated that they will accept any returns no matter open or unopened. I spoke with them and was given a return authorization number. I sent back 3 bottles on December 13th. I received no refund for them. I called on Monday the 2nd and I was told that the $100 was for half of the purchase price and l'm not getting the money for the 3 bottles returned. I feel that they should honor their policy and refund my money for the 3 bottles l returned.

  Business Response

  Date: 01/04/2023

  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. 
  
  We highly apologize that you may have overlooked our return and refund policy. As a one-time courtesy, we went ahead and issued an additional refund of $99.99 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.
  
  

• Initial Complaint

  Date:01/03/2023

  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.

  A fraudulent order was placed for vitamin supplements. Within 2 minutes of learning this happened. I checked my bank account and the charge for $259.99 was pending. I immediately call the debit card company to report my card stolen. The card was shut down. It could no longer accept charges. This charge pended for over 24hrs then processed. I phoned the bank who informed me it was between me and the vendor.I've called the BioLyfe 6 times. I was advised to return product. I returned product to the address they provided. The shipment was instead shipped to a company in MA although address I shipped to was confirmed correct. I researched the company in MA and asked them to ship back to me. I provided a *** acct #. I received the package and sent overnight via ***** I tracked and confirm receipt by BioLyfe. For the past 3 months they've assured me I will receive refund in **** day. It's never happened.

  Business Response

  Date: 01/04/2023

  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. 
  
  We highly apologize that you may have overlooked our promo bundles. To clarify, all orders that are placed online are consumer-initiated. We received an order from you on 11/05/2022 for our Biolyfe. 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 a one-time courtesy, we went ahead and issued a full refund of $259.99 and you will receive it through an electronic check. Please check your email ********************* within **** business days.
  
  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: 01/05/2023

   
  Complaint: 18672161
  
  I am rejecting this response because: I have been told "you'll receive an electronic check"  six times since November.  They assure me in every phone call that a check will be issued within **** days.  On the 11th day I call and they say the same thing over and over.   It has not happened.  I believe this is a total scam.    I need a refund to my bank or credit card.  This is never ending with this company.

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

  Business Response

  Date: 01/11/2023

  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. 
  
  We apologize for the long wait. We verified that the refund through an electronic check worth $259.99 was already submitted to your email address ********************* on 01/04/23. Kindly double-check your inbox, spam, and junk folders to look up the refund we sent.
  

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

  Customer Answer

  Date: 02/01/2023

   
  Complaint: 18672161
  
  I am rejecting this response because:

  Please reference my previous claim # *******. On November 6, 2022 my debit card was charged $259.99 for BioLyfe products. I learned of this immediately and contacted my financial institution to shut down the card. The charge still was processed. This caused my account to overdraft several times $28.00 each time. I call BioLyfe repeatedly and told them DO NOT SHIP ANYTHING TO ME AS THIS WAS A FRAUDELENT CHARGE. I received the product, did not open it. I shipped back same day. After several hours on the phone with BioLyfe CSSV confirmed my shipment was received back. I've spoken with them over 6 times. Every phone call I'm told I will get a refund. I explained the card was cancelled so they could not refund the check. I stated they need to send a check to me. After filing this claim they said they'd send a check. I did not approve this settlement as they've told me check was sent. Check is attached and fraudulent. Can you please help?
  
  Sincerely,
  
  *******************************

  Business Response

  Date: 02/02/2023

  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. 

  We heard you. We understand that you are having difficulty accessing and depositing your electronic check. As an alternative, we issued your refund amounting to $259.99 as a check and mailed it to your home address on file (144 ***********************************, *****, ** *****). Kindly allow **** business days for delivery. We appreciate your patience with this matter. Thank you.

• Initial Complaint

  Date:01/03/2023

  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.

  In October 2022 I received a call from my credit card company concerning a fraudulent charge-- from Biolyfe. The credit card company shut down my card and issued me another one, but a week later I received five bottles of "keto gummies" I did not order. I sent them back to the above address (Bardnon, **) with a letter explaining that I did not place such an order. Yesterday, 12/30/22, I received *another* package of keto-gummies unsolicited. I called my credit card company to make sure I had not been charged (I hadn't) and had them place a Note on my account "just in case." I then called Biolyfe's customer service line to try to resolve the matter but was told that they needed my account no., email address, and mailing address. I was very reluctant to provide *any* information like that -- finally was told my "subscription" (which I never had) was cancelled. On ******** this company is derided for being a scam!

  Business Response

  Date: 01/04/2023

  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 initial order from you on 10/01/2022. 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.

  Moreover, 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 $459.97 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:01/03/2023

  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 received a package from Biolyfe that I did not request on December 1st. I called about returning the item. I followed their instructions for the return. When I was not refunded anything by today, 12/30/22, I called about my refund and was told there was a restocking fee of $50. So rather than a refund of $139.99 I received a refund of $89.99. There was never a mention of a restocking fee prior to today. I would like my full refund and not partial refund. They are a scam. They sent 5 bottles in plastic and I returned those 5 bottles, therefore I should have re eived a full refund.

  Business Response

  Date: 01/04/2023

  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 return and refund policy. As a one-time courtesy, we went ahead and waived the restocking fee and issued an additional refund of $50.00 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:12/29/2022

  Type:Delivery 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.

  Placed an order for biolyfe cbd gummies on their website. Was charged twice once for $199.98 and once for *****. I ordered one product and was charged for two. Tried calling them and was on hold for hours. Tried emailing but got no response. Decided to let it go. Then last month there was another charge on my account. I didnt sign up for recurring orders so I called, emailed and sent a ******** message. No reply to any. Sometimes when you call it goes to a voicemail. Then again this month yet another charge. I cannot get any answer from the company. There is nowhere on their website to manage a subscription or cancel.

  Business Response

  Date: 01/02/2023

  Hello *******,

  We sincerely apologize for any confusion. We would be more than happy to clarify any misunderstanding with your initial 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 - 2 Oil 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. 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 coufrtesy, we issued a full refund for the last order in December 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: 01/03/2023

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