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:07/01/2025

  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.

  Date of the transaction:May 30, 2025 Amount paid:$967.05 (plus $68.40 in unexpected shipping fees)What the business committed to provide:Delivery of health-related supplements within 515 business days to *******, as stated on their website.Nature of the dispute:I placed a high-value international order with Nutriessential.com on May 30, 2025. The parcel was accepted by **** on June 10 and left the **** on June 13. Since then, there have been no valid tracking updates. Nutriessential has repeatedly blamed **** and Bahrain Customs, though Bahrain authorities confirmed to me directly that they have no record of the package. Despite numerous emails and even a phone call from a company representative, ************** has refused to provide a refund or reshipment and continues to deflect responsibility using their shipping policy as a shield. According to many online reviews, this appears to be a recurring pattern of behavior.Has the business tried to resolve the problem?They have claimed to be following up with **** but have not provided any actionable updates, solutions, or proof of resolution. They refuse to issue a refund or reshipment without closure from ******** after 20+ business days have passed. I was also treated rudely over the phone by a representative when I asked for a clear resolution.Advertising:I ordered directly via their website, Nutriessential.com, based on product listings and advertised shipping timelines.

  Business Response

  Date: 07/02/2025

  
  Dear BBB,
  We appreciate the opportunity to respond to the customers concerns regarding their international order placed on May 30, 2025, totaling $967.05, with an additional $68.40 in shipping costs.
  Order Summary:
  Order Date: May 30, 2025
  Shipping Carrier: **** Priority International
  Tracking Number: [Insert Tracking Number]
  **** Acceptance: June 10, 2025
  **** Departure from U.S.: June 13, 2025
  Destination: *******
  Our Position:
  The customers order was processed and shipped on time using **** Priority International, the selected shipping method. Once the parcel left the ***** it entered international transit and is now under the jurisdiction of the destination countrys customs and local postal system.
  We have been in ongoing communication with **** regarding this shipment. **** has confirmed that international claims can take a minimum of 3235 days to complete, particularly when foreign customs offices are involved. This is standard protocol for international shipping investigations, and we have kept the customer informed of all developments along the way.
  Regarding Refunds or Reshipment:
  As outlined clearly in our international shipping policy (visible on our website before purchase), we do not take responsibility for packages delayed, held, or lost within foreign customs, as we have no authority or access to intervene once the shipment exits the **************
  That said, we have gone beyond standard policy by:
  Filing a formal complaint with ****,
  Following up with **** customer service regularly,
  Providing the customer with full tracking and complaint references,
  Offering ongoing updates via email and phone.
  Addressing the Complaint Tone:
  While we understand the customer's frustration, we respectfully request fairness in communication. Our team has acted in good faith, delivered the product to the shipping carrier on time, and is actively working to resolve a situation that is, unfortunately, beyond our direct control.
  Online reviews and social media posts alleging fraudulent behavior damage our reputation, despite our ongoing efforts and clear communication with the customer. We stand by our transparency and commitment to service.
  Resolution Path:
  We continue to monitor this case and will notify the customer the moment **** or international tracking provides further confirmation. Should **** declare the package lost or undeliverable, we will work with the customer to explore a resolution.
  We thank the BBB for mediating this issue and are committed to supporting a fair and timely outcome for all parties involved.

  Sincerely,
  Marry *****
  Nutriessential.com

  Customer Answer

  Date: 07/04/2025

   
  Complaint: 23541267
  
  Status: Not Resolved
  
  I do not accept Nutriessential.coms response. It misrepresents the facts, deflects all responsibility, and further highlights the companys practice of hiding behind restrictive policies to avoid accountability. This appears to be a systemic pattern, not a one-off issue.
  
  1. Order Not Delivered No Verified Status
  - My order (#*****), placed on May 30, 2025, has not been delivered. Tracking via **** shows the last movement was June 13, 2025, when the parcel departed the **** There has been no valid scan or update since then.
  - Nutriessentials repeated claims that the parcel is likely with Bahrain Customs are provably false. I contacted Bahrain Customs and ******* Post by phone and in personthey have no record of the shipment, and confirm it has not entered the country.
  - Furthermore, through international tracking systems, the last known scan was at *************** (LHR) on June 14, 2025. This proves the package is not with local customs, as Nutriessential claims.
  
  2. Hiding Behind Policies No Customer Protection
  ************** continues to use its international shipping disclaimer to justify taking full payment while delivering nothing. This is unacceptable. It places 100% of risk on the customer, even though:
  - Nutriessential chose **** as the courier.
  - Nutriessential received full payment.
  - I have received no product, no compensation, and no verified updates.
  Their policies allow the company to collect money, ship via unreliable services, and disown responsibility, even when the parcel is lost. This structure enables scam-like practices while maintaining surface-level compliance. It is unethical.
  
  3. Failure to ********************* Enquiry Support
  - I contacted **** directly. They confirmed that Nutriessentialas the shippermust request and share an international enquiry reference number. This is essential for escalation and customer follow-up.
  - Despite multiple requests, Nutriessential never provided this, denying me any ability to track my package through the proper international investigation channels.
  
  4. Hostile and Dismissive Customer Interaction
  - In a phone conversation with Nutriessential staff member *****, I was treated rudely and blamed for expressing concern. When I asked for a solution, I was called aggressive, interrupted repeatedly, and told that I already have the labelas if that resolves anything. No reshipment, no refund, and no meaningful update were provided.
  - This echoes dozens of online reviews: customers left without products, blamed for courier issues, refused refunds, and treated dismissively.
  
  Requested Resolution, I am requesting, without further delay:
  - A full refund for the undelivered order, OR
  - A full reshipment using a reliable courier (DHL, Aramex, ******* at no cost to me.
  
  Nutriessential has made no attempt to resolve this fairly and continues to place full blame on the courier while doing the bare minimum internally. Their ongoing deflection and refusal to support the consumer is not just negligentit borders on predatory behavior.
  
  If this issue remains unresolved, I will continue filing formal complaints with:
  - The ************************ (***),
  - The Florida Attorney General,
  - And other relevant consumer protection agencies.
  
  Sincerely,
  ***** **********
  Order #*****
  Tracking #: CA001533893US

  Business Response

  Date: 07/16/2025

  Dear BBB and *****,
  We acknowledge the concerns raised and appreciate the opportunity to respond. However, we must respectfully disagree with the claims made, as they misrepresent both the situation and our ongoing efforts to resolve this matter in good faith.
  1. ? Order Delivery Status & Tracking
  The customers order (#****** was processed promptly and shipped via **** on May 30, 2025, with international tracking confirming movement through the **** export facility and ******** (LHR). While international tracking can sometimes have gaps due to third-party handoffs, we confirm that:
  The parcel did in fact exit the **** and entered the international transit phase, as shown by scans up to June 14, 2025.
  **** officially accepted responsibility in writing for the delay and confirmed that the shipment had issues in transit beyond our control.
  We also received final delivery confirmation from ****. If the customer has not received the parcel, we urge them to check with their local customs again or update us immediately.
  
  2. ?? Shipping Disclaimer and ********************************* shipping policies and disclaimers are clearly displayed at checkout and in our FAQs. These inform all customers that:
  International orders are subject to customs delays and potential import restrictions,
  Nutriessential is not liable for delays caused by third-party couriers or foreign customs,
  Once the parcel is accepted and shipped, we work closely with **** and initiate investigations as needed.
  The customer was not misledour procedures and responsibilities were made transparent, and we operated fully within those bounds.
  
  3. ?? **** Investigation and Follow-Up
  We initiated a formal inquiry with **** as the shipperthis process can take time when involving foreign agencies. **** acknowledged the delay was on their part, and our team communicated updates as they became available.
  International enquiry reference numbers are not always issued to end recipients, and **** does not guarantee immediate traceability once a parcel leaves **** territory.
  
  4. ??? **************** Interaction
  Our staff, including *****, attempted to de-escalate and assist the customer despite repeated hostility. While we understand the customers frustration, we maintain a respectful tone and do not tolerate verbal aggression toward our staff.
  The customer was never denied assistance, but was consistently informed of the **** process and asked to allow time for resolution, which they refused.
  
  ? Final Status and Resolution
  The order has been confirmed delivered.
  We invested substantial time and resources in tracking, follow-up, and coordination with ****, even though the delay was beyond our control.
  No information was hidden from the customer at any time.
  We stand by the integrity of our policies and procedures.
  We regret that the customer has chosen to misrepresent the facts and ignore the proof and support provided. However, we consider this matter resolved and will not be processing a refund or reshipment for an order that has already been fulfilled.
  Sincerely,
  Nutriessential.com Support Team

• Initial Complaint

  Date:03/20/2025

  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.

  On Feb 4, I purchased 2 bottles of a choline supplement for a total of *****. They advertise 2 day shipping, so on Feb 8 I emailed asking if my order had shipped but they told me it was out of stock on Feb 10. They offered 2 other supplement options but they did not meet my needs. So I asked for a refund. On Feb 17, ***** (customer service) said she could "forward my request" but first wanted to offer a credit or replacement. On Feb 28 I asked if it was back in stock and if it wasn't, I wanted a refund. The website has said it was in stock this entire time.She says it's still not in stock but to consider another supplement. And she ignores the fact that I've asked for a refund for a third time now. I respond and say one of the alternative options she has provided with me says it's out of stock and that the original product I ordered is STILL saying in stock so they should update the site so this doesn't keep happening to other people. And then I ask AGAIN for a refund. On March 3, she responds that she can "forward my request" but first would like to offer me a store credit AGAIN. And ask for my preference even though I've repeatedly asked for a refund. So I respond again that I want a refund. She says she's forwarded my request for approval and it can take 5-7 business days.On March 17 I email saying it's been 14 days, what is my refund status? And she says on March 18 that she's forwarded the request and will reach out when she has an update.

  Business Response

  Date: 03/20/2025

   

  Dear Customer,

  Thank you for reaching out regarding your refund. We sincerely apologize for any inconvenience caused.
  We would like to inform you that your refund is already in the system and is currently being processed. It will be credited to your account within the next 6 to 7 working days. Once the refund is completed, we will notify you via email.
  If you have any further concerns, please dont hesitate to reach out. We appreciate your patience and understanding.

  Regards,

  ******* ****

  Customer Answer

  Date: 04/03/2025

   
  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. It is unfortunate and sketchy that they held my refund captive for weeks and only issued it AFTER I complained with the BBB. I would like other people to be aware of this practice. My refund has posted to my account so I'm thankful to finally receive it. Thanks so much for your help!!
  
  Sincerely,
  
  ******* ********

• Initial Complaint

  Date:02/18/2025

  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 biocidin and argentyn from nutriessential on 24jan **** time) .I was charged usd $183.62 which included usd $24.75 shipping and usd$16.69 tax...the shipping cost to ********* is usually in the usd$20 to 25range...In 5yrs of many orders I placed from *** I was never charged tax. As order hadn't arrived on.7feb I wrote nutriessential an email asking where my order was..(in last 5yrs it has taken many diff suppliers up to 5days for their orders to arrive here)Many emails back and forth they replied on feb9 that my order had shipped with **** and the delay of shipping was due to them awaiting tracking info as products are shipped directly from manufacturer...On feb12 I received an email with a transaction.receipt that they charged me an additional usd $40.50 I questioned this unauthorized transaction and nutriessential reply was that my order had been shipped and due to fluctuations in shipping fees I was charged an additional usd $40.50 on top of the usd $24.75 I was initially charged when placing this order.I replied that I did not authorize this additional charge and this has never happened in.5yrs ordering.from.***..Response was that the concerned **** was advised and that they are awaiting a response.Feb15 I requested refund of $40.50 unauthorized charge Again..Response was we kindly ask for another 2business days...Today feb19 I.have had no further response from nutriessential.I have reported this unauthorized transaction to my bank.I have contacted biocidin as they don't list nutriessential as one of their suppliers..I'm.extremely worried if these supplements are authentic as this is for a sick.8yr old child..Update: I just called biocidin.manufacturer.I was told they do not supply to.nutriessential and don't know where they.get.biocidin.products from and whether it's a genuine product. Biocidin told me not to use this product as its possibly a fake I'm.requesting refund of total amount. Usd $224.12...

  Customer Answer

  Date: 02/18/2025

  Attached are emails from ************ the manufacturer,  verifying they did not directly ship nor do they supply their products to nutriessential..

  also email from nutriessential claiming manufacturer shipped directly

  Business Response

  Date: 02/19/2025

  Dear BBB Representative,
  We appreciate the opportunity to respond to this complaint.
  The customer placed an order with us on January 25, 2025, for delivery to *********, with a total cost of Rs. ******. Below is the breakdown of their charges:
  Product cost: Rs. ******
  Shipping charge: Rs. 24.75
  GST (10%): Rs. 16.69
  Discount provided: Rs. 15.80
  Final total paid: Rs. ******
  Previously, we used to waive off international taxes as a courtesy. However, due to increased costs, we have discontinued this practice, and international customers are now responsible for any applicable taxes.
  The order was shipped via ****, and the total actual shipping cost came to $65.25. As per our international shipping policy, some orders may incur additional shipping charges based on weight and destination country. These additional charges are applied once we receive the final cost from the shipping partner. The customer was informed of this policy, and the additional charge was applied accordingly.
  We understand that the customer was unhappy with this charge; however, our shipping terms are clearly outlined on our website, and the process followed was in full compliance with those terms. We strive to maintain transparency and fairness in all transactions.
  If the customer requires further clarification, we are happy to assist.

  Reagrds,

  ******* ****

  Customer Answer

  Date: 02/20/2025

  My response to nutriessential reply:

  I was not informed at time of placing order that further charges **uld apply. I would have never ordered from nutriessential..indeed i ordered from them to save shipping **sts as they supplied both products that i would have had to order from 2diff suppliers ea with possible shipping **sts..

  Nutriessential has charged me usd $65 total for shipping which is so much higher than.any ** in 5yrs have ever charged me for anything..

  .nutriessential send me an email 2weeks after me ordering, of my ac**unt having been charged additional $40.50..my request on feb20 to nutriessential to cr my ac**unt with the unauthorized transaction has been forwarded to the "**ncerned" **** and despite numerous follow up emails from me still hasn't  been answered..indeed it's been ignored as they respond to my further **ncerns re product authenticity and damaged bottles..

   

  Further info/update

  Being **ncerned bout nutriessential I **ntacted the products manufacturer biocidin as nutriessential emailed me that the shipping delay was due to.not having received tracking no.from biocidin....biocidin tell me they do not supply to nutriessential and the product I was sent **uld be a fake...and do not use it!

  I emailed nutriessential and their response changed to "we also obtain.our products from ******* e**logics" while ********** a supplier to biocidin, they are investigation whether this product was indeed sourced from *******.. and again.advised me not to.use this product..

  the package arrived a few days ago and products were wrapped in a brown paper,.not bubblewrap like all.other **mpanies do...

  The argentyn.cap is broken.and the seal.disturbed..I'm worried about **ntamination. And cannot give it to the child..

  The box has not been opened by customs..

  Further: the child's dosage is  1tsp 2xday  for 1month..total 60tsp ..

  As per nutriessential product info the daily dosage is 1tsp..and the bottle I ordered **ntains 47 servings..., so 47 tsp..

  This bottle is bigger and **ntains way more than 47tsp.  Due to nutriessential in**rrect info on their website I have bought a way more expensive larger product..

  I have now ordered both products from a diff supplier at a total **st of aud $216.83 ...nutriessential charged me aud $360

   

• Initial Complaint

  Date:02/15/2025

  Type:Delivery Issues
  Status:

  UnresolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered a health care product on November 10th. I reached out for assistance December 21st when I had not received the product (shipping was 5-15 business days). The company confirmed the product had not been processed yet. On December *************************************** reimbursement, as the product is heat sensitive and handling could not be guaranteed as the location of the product was unknown. After 10 additional email exchanges spanning across another month, the company offered me 70% refund on Jan 13th. I said that it was unacceptable and wanted a full refund. The product finally arrived and the company lied and claimed that the *** was a fresh delivery they sent out as a courtesy despite the labels and tracking matching the original order. I had continued to request a reimbursement and the company sends emails with false or contradictory I formation and had not reimbursed me for my product. *** looked up this business and there are many reviews about online customers experiencing the same thing, no product and no offer of reimbursement. The website states: The average delivery time is 5-15 business days based on the location of our country but ****** usually takes a lot less time. Your satisfaction is our priority Heat Sensitive items and some specific products cannot be returned. This is inconsistent with the unacceptable customer service I received. I am seeking a FULL reimbursement for order *****

  Business Response

  Date: 02/18/2025

  Dear BBB Representative,
  We appreciate the opportunity to address the concerns raised by ***** *********** regarding their order. Below is a detailed clarification of the situation:
  Order Timeline:
  The customer placed the order, and we shipped it promptly on November 15.
  The package reached *******, ******, on November 19, but unfortunately, it was impacted by the *********** strike, which lasted throughout November and December.
  As soon as the strike ended on January 11, the order resumed movement and was delivered successfully on January 14.
  Customer Communication & Resolution Offer:
  We communicated with the customer after delivery, and they confirmed that the product was in perfect condition.
  However, they stated that they would not accept it due to the delay, as they consider it a sensitive product.
  We explained that:
  The shipping delay was entirely due to the *********** strike, which was beyond our control.
  We paid for both the product and the shipping costs.
  Manufacturers have changed their return policies post-COVID and no longer accept returns on sensitive products.
  Despite this, as a goodwill gesture, we offered the customer a 70% store credit, even though a full refund is not applicable under our policy.
  Refund Policy & Fairness:
  The delay was caused by a government-announced strike, not negligence on our part.
  A full refund is not justified, as the product was delivered in perfect condition, and we fulfilled our obligations.
  We believe our offer of 70% store credit is more than reasonable under the circumstances.
  We are committed to providing excellent service while maintaining fairness in such situations. Please let us know if any additional details are required.

   

  Regards,

  ******* ****

  Customer Answer

  Date: 03/03/2025

   
  Complaint: 22946153
  
  I am rejecting this response because:

  The information providing by Nutriessentiel representatives is inconsistent, untrue and their response and resolution does not comply with their websites commitment to customer satisfaction. 
  

  There had been no tracking or processing information for the package for over a month when I asked for a replacement product or reimbursement. The company offered 70% refund; then lied to say a new courtesy product was shipped once the ORIGINAL product finally arrive mid January (of which the packaging and tracking confirmed). 
  

  I never communicated with the company about the product as stated by ****** and they DID not cover product or shipping costs. 
  

  As the company cannot attest to the handling or location of this health product for over two months a reimbursement is requested. 
  
  Sincerely,
  
  ***** ***********

  Customer Answer

  Date: 03/14/2025

  The Company continuously provided inconsistent and false information in each correspondence, including the response to the BBB complaint, which is absolutely unacceptable for a business.  The representative, stated that the package was missed in shipping, then said the tracking was wrong, then offered 70% refund, then said a new courtesy package was sent out (tracking matched original package) and no refund was available. They claimed that they took all necessary steps to ensure the proper care was taken for the shipment, however the package had not been process for tracking for over 2 months and was shipped in a regular envelope with no markings of special handling.  ****** is now writing to say the company paid for the product and shipping (false) and that I communicated with them saying the product was perfect (false, no such communication took place), and now is offering a store credit.  I clearly will not be purchasing from this company again, and this offer is unacceptable.  ************ does not hold to its commitment for customer satisfaction and follow up is expected. I have attached some emails for review to solidify the information I have shared is true and consistent.

  Thank you for your time and assistance with this matter.

  Business Response

  Date: 04/02/2025

   

  Dear BBB,

  We appreciate the opportunity to address the concerns raised by the customer regarding their order. Below is a detailed response to clarify the situation.
  Order Details & Resolution Provided
  The customer placed an order on November 10, 2024.
  The order was shipped promptly with **** tracking number LS235828890US.
  Unfortunately, due to a Canada Post strike, the shipment was delayed.
  Upon the customers complaint, we proactively shipped a replacement order (Tracking No: LH235828725), which was successfully delivered on January 14, 2025.
  Product Condition & Manufacturer Verification
  The customer has since raised concerns about the products usability and requested a refund.
  To ensure transparency, we consulted the manufacturer regarding the products shelf life and shared confirmation that the product remains completely safe and effective for use.
  Unreasonable Refund Demand
  Despite our timely resolution, replacement shipment, and verification of product integrity, the customer continues to insist on a refund. Since the order has been successfully fulfilled and delivered, and the product is in perfect condition for use, we believe the refund request is unwarranted.
  We have acted in good faith to resolve the issue and have gone above and beyond to ensure the customer received their order in good condition. We respectfully request that this matter be closed.
  Please let us know if any further clarification is required.

   

  Regards,

  marry *****

  Customer Answer

  Date: 04/02/2025

   
  Complaint: 22946153
  
  I am rejecting this response.

  I invite BBB to review the email thread uploads I attached to view the discrepancy in all emails. A new product was never shipped out, in fact the company offered a 70% reimbursement. When the original order finally arrived, they claimed it was a new courtesy shipment despite the date and tracking number matching the original order. While the product is intact they cannot guarantee the handling of the health product that was sitting in a warehouse for 2 months without any special packaging or handling label. This is unacceptable service and my request for reimbursement or replacement product should have been honoured. 
  
  The company does not withhold its statement to prioritize customer satisfaction and it did not provide the shipping that was stated on their website. As clients, we pay for shipping. It is the companys responsibility to get the package to the customer. They chose the shipping service/method. 
  
  Please support me in the appropriate follow up on this matter. Please note, in reading reviews online this is common practice for nutriessentiel to not deliver or reimburse on online orders. They need to be stopped as hard working people are losing their money to this company that is not honouring their responsibility to clients. 
  
  The customer service, has been extremely unprofessional and unacceptable, with delayed responses,  inconsistent messaging and falsifying information. 
  
  Thank you for your assistance.

  I am awaiting my full reimbursement.

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

  Customer Answer

  Date: 04/16/2025

  I have NOT received any correspondence from Nutriessentiel regarding this dispute. 

  Thank for your assistance in following up with the company to address the issue of product dissatisfaction and request for reimbursement. 

  Business Response

  Date: 04/21/2025

  Hi,

  The customer did, in fact, file a dispute with their bank regarding this order. However, during the chargeback process, the customer acknowledged that the delay was not a result of any error on our part. The order was dispatched promptly and on time from our end.
  Unfortunately, the shipment was delayed due to a **** strike in ******, which was an unexpected and external issue beyond our control. As a seller, we rely on carriers like **** to handle the logistics once a package has been handed over. During such service disruptions, we are often unable to intervene or expedite delivery.
  We would also like to note that other customers affected by the same **** delay were advised to file claims directly with the carrier, and were able to resolve their issues through ****. We encourage this customer to follow the same procedure to receive an appropriate resolution.
  We remain committed to supporting our customers and are happy to provide any necessary documentation to assist with the **** claim process. 

   

  Regards,

  Marry Brown

  Customer Answer

  Date: 04/22/2025

   
  Complaint: 22946153
  
  I am rejecting this response because: the company is not complying with its standards indicated on its website for customer satisfaction and continues to state false information and recounts of events. The following is false and no such communication took place. acknowledged that the delay was not a result of any error on our part. The order was dispatched promptly and on time from our end. I requested a replacent product and/or reimbursement back in December and this was not honoured. As clients pay for shipping services it should be up to the company to follow up with the shipping company that they chose to use. As the company admitted to having no information about the products location for over a month they could also not confirm the appropriate handling of the product, as such a replacement or reimbursement was requested. The company did offer 70% refund and is now denied any refund at all. This back and forth and dishonesty is unacceptable business service. There are numerous claims online with the same complaints. I want a refund for unsatisfactory service and product. 
  
  Sincerely,
  
  ***** ***********

  Business Response

  Date: 04/23/2025

  Dear All,

  wed like to clarify the situation regarding your dispute and refund request.
  Before the dispute was initiated with your bank, we had extended a 70% discount as a goodwill gesture to resolve the matter amicably. However, once the dispute was filed, we were forced to reassess our position because the financial impact on our business became unsustainable.
  Heres why we could no longer honor the discount or process a refund:
  Product Cost  We had already shipped the item to you at our expense.
  Shipping Fees  These are non-recoverable once the order is dispatched.
  Bank Dispute Fees  When a chargeback is filed, we incur additional penalties from payment processors, further increasing our losses.
  Since you received the product and later disputed the charge, we believe a refund is not justified in this case. Our original offer was made in good faith to avoid escalation, but the dispute nullified that possibility.
  We strive to provide fair solutions to all customers, but we must also protect our business from excessive losses. 

  Regards,

  Marry *****

  Customer Answer

  Date: 05/05/2025

  This response is unsatisfactory. I reached out to nutriessentiel back in December requesting they rectify the situation through reimbursement or replacement product. They denied this request then weeks later offered 70%. That is not an offer of good faith. A reimbursement should be of the total cost incurred by the client. I paid ***** USD, which is ****** in CAD funds. Why should the client pay a penalty for a service that did not deliver a product as advertised ? The company selects their shipping courier and client pays for shipping. It is company responsibility to ensure product is delivered and guarantee safe handling and delivery of the product. With every communication nutriessentiel changes their position which questions their honesty and loyalty to customer satisfaction. The company was given ample opportunity to do right by the client. I do not have a product that arrived on time nor was there a guarantee of safe handling. Nutriessentiel not taking responsibility for this is unacceptable. There are many client reviews online with similar experiences with online purchases. This is definitely not an exceptional case. 

  Customer Answer

  Date: 05/28/2025

  The reply from the seller is unjustified. They continue to adjust their response to reflect any updated actions, which do not match the real timelines. There was no act of good faith. My request for replacement product and reimbursement was denied when I requested it TWO months after the product had still not been receieved. I paid for the product and shipping. A replacement product WAS NOT sent out. 70% discount is not acceptable. I dont have empathy for the business. They are running a company and they have a responsibility to the client. They failed their commitment to customer satisfaction. I do not have a product in which safe handling could be guaranteed, as such it is not safe for consumption. I therefore have no product and no reimbursement. I offered to return the product and that request was also ignored. Funny enough, they do not accept returns as they cannot guarantee quality over shipment. Absolutely the worst customer service from any health care product company *** experienced. Many online reviews confirm the same. BBB please leave this filed as unresolved and customer not satisfied. 

• Initial Complaint

  Date:02/11/2025

  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.

  On 2 February 2025 (Australian time zone) I purchased 2 x Theralogix OvasitolPowder order number *****. At checkout I was quoted US $202.79 in total, with taxes and including $24.75 for international shipping.I made payment via ********** for US $202.79 . On 9 February I received an email advising my order was posted with tracking number provided.On Feb 11 I received an email stating that an additional US$40.50 was charged to my credit card for additional shipping charges. I did not authorise this transaction. I was not notified prior to shipping of any extra charges, and I was not given the opportunity to accept or decline these charges, or the shipment. This company operates fraudulently. The possibility of extra (unauthorised) charges are not specified anywhere on the checkout screen. One has to click and scroll on multiple links on that page to eventually reach a disclaimer clause. This is not clarified or transparent at any point while making the purchase. In addition, their T&Cs state that they will provide a post office receipt in the email outlining the charges. This was not done at any point. This company needs to be investigated for fraudulently gaining funds from consumers via deceitful methods and false advertising.I am requesting the additional charge of US$40.50 to be refunded to my credit card.

  Business Response

  Date: 02/13/2025

  Hello,

   

  Thank you for bringing this matter to our attention. We appreciate the opportunity to clarify our shipping policy.
  The customer is absolutely right that an additional $40 shipping cost was charged. However, this charge aligns with our international shipping policy, which is clearly stated on our website. As per our policy:
  Some orders may incur additional shipping charges based on weight and destination country.
  At the time of order placement, we apply a lump sum shipping charge to ensure fairness in pricing.
  The final shipping cost is determined once we receive details from our shipping partner. If the actual cost exceeds the initial estimate, we apply the necessary additional charge.
  We do not charge extra shipping costs upfront because order sizes vary, and charging a flat fee ensures customers are not overcharged initially. This approach prevents misunderstandings about shipping costs and ensures transparency in our pricing structure.
  We apologize for any confusion and appreciate the customer's understanding. If further clarification is needed, we are happy to provide additional details.

   

  Regards,

  ****** ****

  Customer Answer

  Date: 02/13/2025

  Despite your insistence that you are entitled to charge absurd extra shipping costs without confirming with the customer first, it is not clear at checkout in any way, shape or form that this is how you choose to operate. There is software available that accurately calculates shipping cost at checkout and you need to use it. I have NEVER experienced this before from any business, and I've been shopping online for decades. I am not surprised that your shady business is not BBB authorised. You also failed to provide an invoice of the post office receipt showing the actual shipping cost, as required by your own terms and conditions. 

  You are conveniently choosing to ignore the facts I have brought forward, and it is evident you have no intention of resolving the matter. Your only purpose is to steal money from unsuspecting customers. Absolutely deplorable business practices. Look at the poor reviews your business has online. I would like to also highlight that you are not compliant with Australian regulations which state that a business cannot lawfully charge extra charges to a customer's credit or debit card without gaining their approval first. That is the very definition of Authorisation.

  Customer Answer

  Date: 02/13/2025

   
  Complaint: 22925200
  
  I am rejecting this response because:

  The business did not make it clear at checkout that extra charges may apply.

  The business does not operate in an open and honest manner.

  The business has not complied with Australian regulations which require that they notify the buyer if extra charges may apply, and gain their authorisation before charging their credit card.

  The business has failed to comply with their own T&Cs which state that if extra shipping charges apply, they will email the buyer a copy of the *********** receipt showing the amount of extra charges.
  
  Sincerely,
  
  ******** *****

  Business Response

  Date: 02/26/2025

  Dear ********,

  We appreciate your feedback and understand your concerns regarding the additional shipping charges.

  As stated in our International Shipping Policy, some orders may incur additional charges based on weight and destination country. These charges are determined once we receive the final shipping cost from our shipping partner.
  Heres how the process works:
  A lump sum amount is charged at the time of order placement.
  The final shipping cost is provided to us by the shipping carrier based on the package weight and destination.
  Once we receive this information, any additional charges are directly applied to the customer's account.
  This is clearly outlined in our shipping policy, which can be found here:

  
  ***********************************************************

  We strive to be as transparent as possible regarding shipping costs and policies, and we sincerely apologize for any inconvenience caused. If you have any further questions, feel free to reach out, and wed be happy to assist.

  Regards,

  ******* King 

  Customer Answer

  Date: 03/11/2025

   
  Complaint: 22925200
  
  I am rejecting this response because: This seller uses misleading tactics to steal funds from customers payment methods without the customer's approval. The shipping costs displayed at the time of purchase are false and misleading. Their shipping policy stating extra costs may apply at their discretion is insane and ridiculous. Nobody in their right mind would agree to buying something, not knowing how much they will end up paying for it. This critical information is not provided anywhere during checkout. This practice constitutes fraud, and does not comply with Australian standards. This business needs to be shut down for fraudulent activity.
  
  Sincerely,
  
  ******** *****

• Initial Complaint

  Date:02/09/2025

  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. My order #***** to Nutriessential.com was confirmed on Jan.20, 2025 for one bottle of digestive enzymes for the amount of $67.66 USD.2. After reading about the numerous past complaints pertaining to non-delivery, incorrect tracking info or no tracking info at all, no refunds, and numerous delays, I emailed the company on Jan.27, 2025, asking for tracking info.3. The company replied that they were waiting for the tracking details from the shipping department.4. On Jan.31, 2025, I demanded an immediate refund. The company replied stating that the order was shipped. As of today, Feb.9, 2025, I have not received my order, or any tracking info at all.

  Customer Answer

  Date: 02/18/2025

  After I filed a complaint with the BBB and FTC, I received a **** tracking link, the parcel was shipped from ******* to *********, **. I received the parcel in good condition today on Feb.18/2025.

  I consider this complaint issue closed.

• Initial Complaint

  Date:01/16/2025

  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.

  Date of transaction: Dec 16th, 2024.Amount of money I paid the business: $93.16 CAD + $13.35 CAD. Two separate payments. The first was authorized the second was not authorized.The business was committed to providing me a bottle (60 capsules) of multivitamins.Nature of the dispute: At the time they advertised "flat rate **** shipping to ******" of $14.95 USD. If the order was urgent, there was an option for "expedited ***** shipping" at a higher cost. Even though I opted for **** $14.95 USD shipping they used ***** and charged me $17.95 USD. 17 days later they charged my card an additional $9.02 USD for shipping. The second charge was not authorized. I refused delivery based on this additional unauthorized shipping charge and the item was returned to the merchant.The business has repeatedly refused to refund me, and referred to their shipping policy which is "based on weight and volume" (which is quite different from the "flat rate shipping" that was advertised). If I had known I was going to be charged $17.95 + $9.02 = $26.97 USD for a small, and very light, bottle of multivitamins I would have not placed the order. They claim they cannot refund once an order "has reached it's destination" but it never did reach me. It was refused at customs.NOTE: Since my dispute they have CHANGED THE SHIPPING POLICY on their website! I did not screen shot the original policy, nor the $14.95 flat rate **** shipping. I unfortunately did not think of doing that. I do have an email from them that they "initially apply a standard flat rate for all international shipments" but this initial shipping cost is subject to further adjustments as they collaborate with *****. I did not choose ***** - I chose **** shipping.

  Business Response

  Date: 01/31/2025

   

  hello,

  
  Thank you for allowing us to address the complaint regarding Mr. ******* order.
  Mr. ****** placed an order with us on December 16, 2024, which we initially shipped via *****. As per our policy, international shipments are subject to charges based on location, weight, and duration, which are clearly stated at checkout.
  At the time of his order, **** was experiencing a strike, particularly affecting shipments to ******, making it impossible for us to use that carrier. Mr. ****** reached out via email inquiring about his order, and we promptly responded, explaining the situation.
  Unfortunately, the package was returned to us due to a clearance issue. However, we have since reshipped the order via ****, and it is currently in transit. Based on tracking updates, he should receive his package very soon.
  We apologize for any inconvenience caused and appreciate Mr. ******* patience and understanding. Please let us know if any further clarification is required.

   

  regards,

  ****** ****

  Customer Answer

  Date: 02/06/2025

   
  Complaint: 22820852
  
  I am rejecting this response because:

  I refused delivery of the goods due to improper shipping practice, and an unauthorized charge on my credit card. I emailed the merchant on Dec 31st letting them know that I had refused delivery, and the goods were being returned to sender. I requested a full refund. The goods were successfully returned on Jan 16th. It appears instead of refunding me, as I requested, they have re-shipped the goods to me once again. I do not want the goods. I want my money back. 

  Attached is an email I received from ****. It is addressed to a name I don't recognize. The tracking info says the goods originated from *******************, which is where I returned the goods to. I am assuming this is from Nutriessentials. I emailed them again saying I don't want the goods, I want my money back.

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

  Business Response

  Date: 02/19/2025

  Dear BBB Representative,

  
  We appreciate the opportunity to address the concerns raised by our customer.
  The customer placed an order with us on December 16. At that time, *********** was on strike, so to ensure timely delivery, we shipped all Canadian orders via ***** instead. The customer paid $42.80 for the product and $17.95 for shipping, bringing the total to $60.75. However, the actual shipping cost through ***** came to $26.97, as calculated by the shipping partner based on the package size and destination.
  As clearly outlined in our International Shipping Policy, shipping costs are determined by the carrier based on weight, size, and location. If the shipping cost exceeds the amount initially paid by the customer, the customer is responsible for covering the difference. However, in this case, we did not charge the customer any additional shipping fees, as they were to be paid directly upon delivery.
  Despite our best efforts, the customer refused to accept the package upon arrival. As per our shipping and return policy, we are unable to issue a refund once an order has been shipped, especially for international orders, as we have already paid the manufacturer and shipping fees. Furthermore, since COVID-19, manufacturers have changed their return policies and do not accept returned products once shipped.
  We regret any misunderstanding, but our policies are transparent and available for all customers to review before making a purchase. We remain committed to providing excellent service and are open to discussing alternative resolutions.

  Regards,

  ****** ****

  Customer Answer

  Date: 02/20/2025

   
  Complaint: 22820852
  
  I am rejecting this response because: When I placed this order on Dec 16th, 2024 the shipping rate that was clearly stated was "flat rate shipping" via ****. After I placed the order and paid for shipping the merchant chose to use ***** (due to a postal strike) and without my authorization charged my credit card an additional amount for extra shipping costs. This was not acceptable to me. I let the merchant know this was not acceptable, and refused to accept the delivery. It was sent back to sender. I let the merchant know it was sent back, and after it was successfully delivered I requested my refund. They refused to give a refund and again shipped the product back to me! I am now in possession of the product (unopened, still in the shipping packaging). I have contacted the merchant asking for a return label to once again return the order. Despite making myself very clear they have been incredibly difficult to deal with. **** is also contesting this charge (I currently have a credit on my statement) and let me know they have been unsuccessful in getting a response from this merchant. I do see they have numerous complaints of a similar nature from other customers. I am happy to return the item but need a shipping label in order to do so. **** has advised me to hang on to the product until I get a shipping label. And if the merchant refuses I can keep the goods. 
  
  Sincerely,
  
  ******** ******

  Business Response

  Date: 03/07/2025

   

  Hello,

  Thank you for reaching out through the Better Business Bureau (BBB). We appreciate the opportunity to clarify this matter regarding your order placed in December, which was shipped via ***** due to the Canada Post strike affecting **** services at the time.
  We would like to assure you that our shipping policies have remained unchanged, and all charges applied to your order were in accordance with the terms clearly outlined on our website. For the past 20 years, we have never used a flat rate shipping model. Instead, we apply an initial lump sum shipping charge at checkout, which covers standard shipping costs up to a certain weight and destination range. However, when our shipping partner provides the final bill based on the exact weight and destination, any additional charges are applied accordingly.
  This standard procedure is not specific to your orderwe apply this to all customers who place international orders. Many customers are charged similarly, and we have not encountered disputes regarding this policy because it is transparently stated on our website.
  We understand your concerns and truly regret any confusion. If there is anything further we can do to assist you, please let us know. We value your business and appreciate your understanding.

   

  Regards,

  ****** ****

• Initial Complaint

  Date:01/13/2025

  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 two pure encap DHEA 25mg from ************** website on 23 Dec 24 and I have contacted the customer service to track my order. Firstly, I was misled by the customer service officer (***** ******) that my items were sent out but they weren't. I followed up again and again until on 6 Jan I was told that the *** number has updated wrongly and the shipment status will be updated at the end of the day which they weren't. In addition, an email was sent to me that they will send the items via expedite ****** I have asked ***** ****** to update me on the shipment details but there was no enough communication and the person went missing in action and there is no one replying to the email except for her. If Nutriessential has sent the items via expedite ****** it has been a week but i did not receive the items. It has been almost a month since I ordered the items. Wrong information has been communicated to me misleading me to think that the items were sent but they weren't. Until now, there is no update at all. I am 100% confidently that this is a scam.

  Business Response

  Date: 01/31/2025

   

  Hello,

  We appreciate the opportunity to address the complaint regarding ***** Kuans order.
  ***** *** placed an order with us on December 22, 2024. We shipped it promptly using tracking number LS000357910US via ***** Unfortunately, the package was returned to us due to an incomplete address. After reaching out to Ms. **** she provided the full address, and we reshipped the order.
  Regrettably, our shipping partner lost the second shipment (tracking number LS000366165US). To ensure Ms. *** receives her order, we have now prepared and shipped a new package for the third time. We are closely monitoring the delivery, and based on the tracking (LS000576138US) updates, we expect her to receive it within the next one to two days.
  We sincerely apologize for the inconvenience caused and appreciate Ms. **** patience. Please let us know if further clarification is needed.

  Regards,

  ****** ****

• Initial Complaint

  Date:01/10/2025

  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 2 bottles of magnesium oil spray from Nutriessential.com on 12/13/2024 in the amount of $51.45. I received the order confirmation, but several days went by with no further activity. I reached out to the company asking what was going on, and on 12/23/2024 I received a response from ***** ****** explaining that the manufacturer discontinued the product, and that they can no longer fulfill my order. She said she found a replacement though no links were provided in that first email. I responded to that email expressing my concern about not being notified sooner and asked them to just cancel the order and give me my money back. The same day she responds claiming the delay was in their "efforts in finding alternative options." I guess it takes over a week to do that? My response to that email included my second request for a refund. 4 days went by and I reached back out to them on 12/27/2024 to express my dissatisfaction with their communication on the matter, to reiterate that I do not want their replacements, and to inform them that contacting the Attorney General will be in my next steps if necessary. ***** ****** replied that same day with 'apologies' and explanations. She informed me that she will forward my request for a refund to the "concerned department." She mentioned that some departments may not be fully functional due to the holidays, completely understandable, so I left it at that. On January 6th, 2025 i reach out asking what the update on my refund is, figuring we're far enough away from the holidays. I received no response. January 8th, I reached out again asking why it is all taking so long and expressed some more frustration and dissatisfaction, and to let them know that I will be starting the process of contacting the Attorney General. Again, I received no response. On January 9th I filed my complaint with the **** and also reached back out through the email thread with ***** ****** to notify them that I submitted my complaint. No response.

  Customer Answer

  Date: 01/12/2025

  I received these emails this morning. When I have received the refund in my bank account I will notify you that the refund is made complete.

  Business Response

  Date: 01/14/2025

  Dear Customer,

  Thank you for bringing your concern to our attention. Id like to assure you that your order has already been cancelled, and the refund has been processed to your card. Kindly check your card statement, and you should find the transaction entry reflecting the refund from our side.
  If you would like, I can send you the transaction details via email for your reference. Please let us know, and Ill be happy to provide this information. Additionally, the reply you received from our department confirms that the refund has been completed.
  We sincerely apologize for any confusion or inconvenience caused and are here to assist you further if needed.

  Regards,

  ******* ****

  Customer Answer

  Date: 01/31/2025

   
  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,
  
  ****** N

• Initial Complaint

  Date:12/03/2024

  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 a product on 4/19/2024. I never received tracking info from the company so I sent an inquiry. On May 21, they sent a letter stating the product was discontinued by the manufacturer and asked if I wanted a refund or credit toward other product. I replied I wanted my money back. They have never credited my card and every time I inquire, I am sent a response telling me to be patient, they are working on it. This has gone on way too long. They sold me a product they did not have, could not get and have no intention of refunding. I have attached my email chain so you can clearly see their unacceptable responses.

  Business Response

  Date: 12/06/2024

   

  Dear ****,

  I truly apologize for the inconvenience youve faced regarding your refund. After reviewing your account, *** confirmed that our department has made two separate attempts to process your refund; however, unfortunately, your card was not able to accept the transaction.
  In accordance with our company policy, we are unable to retain any credit card details for more than 3 months, and as such, your card information has now been deleted from our system. Because of this, we are no longer able to process the refund to your card.
  However, I do want to ensure that you are fully compensated, and Id like to offer you an alternative solution. I can provide you with store credit for the amount of the refund, which you can use on your next order with us. Once you place your next order, I will personally take care of your account to ensure everything goes smoothly.
  Please let me know if this solution works for you by replying to this email. I want to resolve this matter to your satisfaction and appreciate your patience throughout this process.
  Again, I apologize for the inconvenience caused, and I look forward to hearing from you so we can move forward.
  Thank you for your understanding,

   

  Reagrds,

  Marry *****

  Customer Answer

  Date: 12/20/2024

   
  Better Business Bureau:

   

  I would like 1 Integrative Therapeutics Activated Charcoal 560 mg   100 count

                     1 Nordic Naturals Pro Omega 2000   120 soft gels

                      8 Integrative ********************** 60 veg caps
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  **** ****