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: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.

   
  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,
  
  ******* ******** 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,

  ******* ****

• 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.

  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

  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...

  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.

   
  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,
  
  ***** ***********

  iencing 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: 03/14/2025

  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.

   
  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,
  
  ******** *****

  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.

  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.

  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.

   
  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,
  
  ******** ******

  oing 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,

  ****** ****

  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 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. 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.

  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.

   
  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,
  
  **** ****

  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 *****

• Initial Complaint

  Date:11/25/2024

  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.

   
  Complaint: 22601579
  
  I am rejecting this response because:

  My name is ******* **********, not ****** ***** whoever that is. For the order that was incorrectly delivered to the wrong continent, you must issue a full refund including the original  and supplementary shipping costs.I never received the product I purchased. You must issue a refund otherwise you are just stealing from me. 

  For the second order, I have not received this order either. The product maybe expired by the time I receive it at this point, if I ever receive it. You must issue a full refund for this as well. 

  What kind of business are you running where you do not issue refunds for items incorrectly delivered to the wrong continent or lost in transit?

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

  Business Response

  Date: 12/02/2024

  Dear Better Business Bureau,

  I am writing in response to the complaint submitted by Ms. ****** ***** regarding her orders with our company. We take customer feedback seriously and would like to clarify the situation surrounding her orders.Order Details:

  
  Order #***** - Placed on October 16, 2024This order was shipped on November 2, 2024, and unfortunately, it was delivered to the incorrect address in ********* instead of ******* We acknowledge this error and have been in communication with our shipping department to investigate how this occurred. We have informed Ms. ***** of our findings and are working diligently to resolve the issue.

  
  Order #***** - Placed on November 1, 2024This order was shipped on November 7, 2024. We understand that tracking updates have stopped as of November 14, 2024. Our team is actively following up with our shipping partner to obtain the latest information regarding this shipment.

  
  We have made multiple attempts to respond to Ms. ***** inquiries regarding both orders. As per our policy, once an order is fulfilled and shipped, we are unable to issue refunds for items that have been delivered or are in transit. However, we are committed to ensuring that Ms. ***** receives her products and will continue to keep her updated on the status of her orders.We appreciate your understanding as we work through these challenges and strive to provide a resolution for Ms. ****** If you require any further information or documentation regarding this matter, please do not hesitate to contact us.Thank you for your attention to this issue.

  Regards,

  Marry *****

  Business Response

  Date: 12/25/2024

  I hope this message finds you well. I am writing in response to your complaint on the Better Business Bureau (BBB) platform regarding your orders with us.
  Order #*****:
  Delivered on November 8, 2024, at 10:10 a.m.
  Tracking Number: LH235227601US
  Courier Service: USPS
  Order #*****:
  Delivered on December 18, 2024, at 10:27 a.m.
  Tracking Number: LH235227601US
  Courier Service: ****
  As per our shipping partners records, both orders have been successfully delivered to your address.
  If your concern is regarding the product's expiration date, I kindly request that you provide evidence of the product being expired. If it is indeed expired, I assure you that I will promptly send a replacement at no additional cost. However, if the product is not expired, there is no basis for a refund or replacement.
  Please let me know how you would like to proceed. I am here to address your concerns and ensure your satisfaction.
  

  Regards,

  ****** ****