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:12/29/2022

  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.

  I placed a order on 10/3/22 with BioLyfe CBD GUMMIES, order total $199.99 they added other products I did not order and total amount was $259.99, plus another $60.00. I contacted they and they agreed to refund for the product I didn't order, went around and around with them for a few weeks. They refunded only partial of what they stated. I just got tired of fighting with them. $49.99 was never refunded. They stated all future billing has been cancelled, mind you this was for recurring orders which I never authorized. All of that was for the first order.On 11/24/22 I was billed $99.98 for another of BIOLYFE CBD Gummies, I did not order or authorized an order to be placed. They stated on first order all future billing had been cancelled. I have been emailing them for two weeks trying to resolve this matter. They finally agreed to refund for the order. I had to use personal money to mail this product back to them ($10.60). They refunded only $49.98 for a order I did not place or authorized!!!!. A week and a half later they stated they are charging $10.00 per bottle for a restocking fee of $10 per bottle. How can you charge me $10 per bottle restocking fee for a product I NEVER ORDERED AND RETURNED WITH MY PERSONAL MONEY.I find this to be FRAUDULENTLY charges and elderly abuse. Please can you help?

  Business Response

  Date: 01/03/2023

  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 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.

• Initial Complaint

  Date:12/28/2022

  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 ordered a product from this company on 9/15/2022 and my credit card was charged $129.99. When I received the product I decided I no longer needed it, contacted the company, and they gave me instructions on how to return it. I did so, unopened and brand new just as I received it, and they got the item a few days later on 9/28 with no issue. They stated my refund would be processed within 2 - 3 weeks of receipt. When I received no refund by 12/03 they claim to have had an issue refunding it back to my credit card, which they had on file, and they said they would send it by eCheck. I gave them my email address again to send the eCheck to and on 12/5 they said they had issued the eCheck for $109.99 and it would take 7 - 10 business days to receive it. On 12/21, I contacted them again stating the check had not been sent to my email and then they replied back saying I had to call their customer service number. I refused to do this as I had done everything they asked of me to receive the refund either back on my card or by the so-called eCheck. I emailed them back on 12/22 stating the above and that if I had not received the refund within the day I would contact the BBB and report them. As of today, 12/27, they have still not responded. I would like to have either the $109.99 or the full $129.99 refunded back to my credit card or sent to me as an actual check, not an eCheck, so that I can have this whole issue resolved and done with. Thanks for your help.

  Business Response

  Date: 01/02/2023

  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 as a one-time courtesy, I went ahead and waived the restocking fee for the returned products. So, instead of getting $109.99, you will receive the full remaining refund of $129.99. 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

• Initial Complaint

  Date:12/27/2022

  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.

  On 10/11/22 I emailed the company and told them to cancel all future orders as I unknowlingly signed up to an auto order program I was unaware of. On 10/18/22 I provided information to the company, that they requested, in order to return the items in accordance with their return policy. Since that time, the company has refused multiple times to allow a return of this order along with a refund. Most recently, on 12/23/22 they again have refused to allow a reurn and refund. They claim there is a dispute with my credit card company which is blatantly false.

  Business Response

  Date: 12/29/2022

  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. 

  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: 12/29/2022

   
  Complaint: 18636030
  
  I am rejecting this response because my credit card company closed my dispute on December 5th and I've provided that documentation to Biolyfe.  I've attached the letter here and my emails going back and forth with Biolyfe for quite some time.  They are doing absolutely nothing to resolve this as I have asked multiple times to return the merchandise.  They trick people into signing up for a subscription service and hide it in the fine print.  At least I got the subscription cancelled but they continue to refuse a return and they are not truthful about trying to resolve it with my bank.  That is utterly false.  There is a reason this company is listed as a scam on Google.
  
  Sincerely,
  
  *********************

  Business Response

  Date: 01/04/2023

  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 inconvenience it has caused you. I've looked into your account, and I can see that you went through a chargeback process with your bank. Therefore, there is an ongoing investigation into this charge. Since you have agreed to the terms, we will likely win the dispute. Keep in mind if you lose the dispute, we won't be able to offer or issue any refunds back to you after.
  

  However, as a one-time courtesy, we went ahead and issued a refund of $199.98 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.

• Initial Complaint

  Date:12/27/2022

  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.

  On 9/24 I placed an order for Keto Gummies, with the understanding it would include a free bottle. Later that night I received an email confirmation which also included an order for DeTox pills, which I did not order, so I called the customer service # to cancel the entire order of $199.99 plus $60.00. I was told ***** that he was unable to cancel the order but could offer me a 50% refund on the order, $99.99 plus $30.00. I accepted the refund at that time. I have not opened any of the bottles I received in the mail. I told ***** that I would be calling back to return my order once I received it. At that time, I was not told of any time frame of returns.On 11/14, I was charged for another shipment of Keto Gummies, which I did not order. I have not opened the package I subsequently received. Since that time I have been in the hospital for knee replacement surgery, followed by a 3 week illness, and subsequent hospitalization for an intestinal bleed. I mention this to point out that I have been laid up for a period of time, and this issue hasnt been a priority.I called customer service again today to request a return and refund for both shipments. After speaking to a customer service rep, I asked to speak to a supervisor. Supervisor ***** told me that I had signed up for a subscription, which was news to me. She agreed cancel my subscription, and to refund me for the 11/14 order, but said she could not do anything about the 9/24 order as it was past the 30 day return time frame. I asked to speak with someone above ***** and was told there was no one.I believe this company uses a very misleading business model. The additional product that was added to my original order, and the automatic subscription did not show up on my iPad screen when ordering. It must have been something that you must click on to unorder.

  Business Response

  Date: 12/29/2022

  Hello *****,
  

  We do apologize for any inconvenience this may have caused you. During the order process, you have to decline the Detox product or uncheck the tick box offer if you don't wish to be added to your order. The decline button is right under the place my order button so it is very easy to opt-out. 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 for the second order on 12/23/22 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:12/21/2022

  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 the product BioLyfe Keto Gummies from the company website on 09/19/2022. My order was for 5 bottles, that appeared to have a discount. The offer was buy 3 and get 2 free. The actual cost of the order was $199.99 and I believed I was making a one time purchase. Shortly after ordering, I read the fine print in the *** that stated this would be a monthly subscription. I called within a few hours of the order to cancel it. The company refused to cancel the order, claiming it had shipped, and offered a 50% refund that I declined. I was told I would receive a complete refund if returned the product unopened. When I received the product, I called the company for an RMA number. I returned the unopened package in a padded **** envelope and was told I would be contacted via email once received by the company. On 11/18/2022 I called the company and was told that there was a $10 per bottle restocking fee and I would have the remaining balance refunded to my credit card. As of today 12/21/2022, I have received no refund at all. The company has deceptive advertising, has not initiated any communication with me for a resolution and has failed to refund any money.

  Business Response

  Date: 12/27/2022

  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 return and refund policy. As a one-time courtesy, we went ahead and waived the restocking fee and processed an additional refund of $50.00 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: 12/30/2022

   
  Complaint: 18622411
  
  I am rejecting this response because: I was charged $199.99 in September and have received no refund at all. I attempted to immediately cancel the order and was denied. I further returned the unopened package to the seller, at my own expense. The company has made no effort at all to refund any money to me within the last several months. To resolve this issue, I would like a complete refund of the purchase price of $199.99.
  
  Sincerely,
  
  *****************

  Business Response

  Date: 01/04/2023

  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 tried to process your refund of $149.99 on 11/28/22 but we encountered an error. As much as we rely on technology and training to provide customers with consistent, up-to-date information, we deeply regret when breakdowns like this occur.

  We voided the $50.00 previously processed and issued a new refund of $199.99 and you will receive it through an electronic check sent to your email ************************ Kindly check your inbox, spam, or junk folder for the refund we sent.

  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: 01/06/2023

   
  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:12/21/2022

  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.

  Deceptive advertisement indicated receive a free bottle, just pay shipping charges. Realized on checkout I was charged two charges for ****** and *****. I immediately called customer service and was told that the product had already shipped (literally called after clicking the buy button was told I had to wait for shipment and return it. The young lady I spoke with sent me an email with instructions on how to return it. I returned it as soon as it arrived - did not even open package. I called again and was told they would refund my money. I still did not receive refund so I disputed with my bank. Just received notice from my bank that Biolyfe said I never called - I have call records and that they did not receive product back.I want my refund as promised - I did exactly what I was told to do to receive refund.

  Business Response

  Date: 12/26/2022

  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 - 2b Detox 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: 01/04/2023

   
  Complaint: 18620454
  
  I am rejecting this response because:

  I still would like to have my money back. I'm thinking about filing a class action lawsuit against them, I'm not the only person they have done this to!
  
  Sincerely,
  
  ***********************************

  Business Response

  Date: 01/05/2023

  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 inconvenience it has caused you. I've looked into your account, and I can see that you went through a chargeback process with your bank. Therefore, there is an ongoing investigation into this charge. Since you have agreed to the terms, we will likely win the dispute. Keep in mind if you lose the dispute, we won't be able to offer or issue any refunds back to you after.
  
  However, as a one-time courtesy, we went ahead and issued a 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.
  
  

• Initial Complaint

  Date:12/21/2022

  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.

  Ordered a one-time shipment of product. Company put me into a subscription. I did not know I had a subscription until they charged my account. I contacted the company. They said they were going to cancel the subscription, but would not issue a refund for the $129.98 I was charge, even though I did not want the subscription, the product, and I have not received the product.

  Business Response

  Date: 12/26/2022

  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 of $129.98 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
  
  

  Customer Answer

  Date: 12/27/2022

   
  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:12/20/2022

  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 ordered Keto gummies from this company over four months ago. I received one shipment and found that the product did not do what was claimed, and I emailed a request to end my subscription immediately. Since then, I have been billed for the product in the amount of $129.98 for two consecutive months. I telephoned the company and could get no satisfaction. I was told they would mail more product, after I told them to cancel my subscription and refund the last two payments.

  Business Response

  Date: 12/26/2022

  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 of $129.98 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:12/20/2022

  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 don't remember ever ordering their Keto-Gummies product. Received it several months ago, and can't find it on my CC, they must bill under a different name. I don't want this product..! Every few weeks they send me more, I tried calling that number, but -ive been on hold for almost an hour each time. They are not reachable. I don't want this product, don't want to use it or pay for it. How do I stop this? I haven't even used it. It's not for me. Please help. !

  Business Response

  Date: 12/26/2022

  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 of $199.98 today 12/26/22 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
  
  

  Customer Answer

  Date: 12/28/2022

   
  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:12/20/2022

  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.

  I ordered from this company October 2022, received that order. I did not realize I had signed for a membership until I received a second shipment December 5, 2022. My account was again charged $199.98I have tried since 12/5 to get a response from them and get an RMA. Ive emailed, left phone messages, messages on IG, on FBabsolutely NO response from them. Im willing to pay for the first order, but I want my money back on the second order AND I want them to acknowledge they have cancelled my membership so I receive no more orders and I dont get charged anymore! Thank you in advance for your help.

  Business Response

  Date: 12/26/2022

  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