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:09/03/2024

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I placed an order with the business on June 16th. The item shipped June 24th via **** and I was provided a tracking number. I emailed them on July 9 as the item was showing it had shipped to ****** (final destination country) and then from there it shipped to ******. They emailed me back on July 11 and told me they would look into it with ****. I followed up 2x and finally heard back on July 19. No answers, but they would send my concern to their shipping department for answers. On July 25 they told me my item was on its way to ****** as it had been transferred back to the *** and i should be receiving it soon. July 9 I emailed again as i still havent received anything. There were a few more exchanges and Aug 19 they send me a screenshot of the order to show the address they used was correct. However it was NOT correct as certain info was missing - province and incomplete postal code. I advised them of this and asked for my money back. It has now been another 2 weeks and I have not heard anything back. Ive asked multiple times for a refund or for them to send another product to me, and they have not done either.

  Business Response

  Date: 10/03/2024

  Dear BBB Representative 

  Thank you for bringing ****** ********* complaint to our attention. We sincerely regret the inconvenience caused by a shipping error that occurred during the processing of her order.
  Ms. ******* placed an order with us, but due to an error by our shipping partner, the package was mistakenly sent to ****** instead of ******. Upon realizing this, we promptly arranged for a replacement order to be shipped via **** to ensure she received the correct items. Ms. ******* has confirmed that she received the replacement order between September 26th and 28th.
  We completely understand Ms. ******** frustration over the delay and deeply apologize for the inconvenience caused by our shipping partner's mistake. We are committed to ensuring such incidents are avoided in the future and appreciate her understanding.
  Please do not hesitate to reach out if any further information is required to resolve this matter.

  Thanks and Regards,

  ****** ****

  Business Response

  Date: 10/03/2024

  Dear BBB Representative,

  Thank you for bringing ****** ********* complaint to our attention. We sincerely regret the inconvenience caused by a shipping error that occurred during the processing of her order.
  Ms. ******* placed an order with us, but due to an error by our shipping partner, the package was mistakenly sent to ****** instead of ******. Upon realizing this, we promptly arranged for a replacement order to be shipped via **** to ensure she received the correct items. Ms. ******* has confirmed that she received the replacement order on September 28th.
  We completely understand Ms. ******** frustration over the delay and deeply apologize for the inconvenience caused by our shipping partner's mistake. We are committed to ensuring such incidents are avoided in the future and appreciate her understanding.
  Please do not hesitate to reach out if any further information is required to resolve this matter.

   

  Thanks and Regards,

  ****** ****

   

  Customer Answer

  Date: 10/04/2024

  I would like to close the case but I want to be very clear that they are not providing correct information in their response and would like others to see my response below:
  1. They did NOT promptly send another product by ***** this took almost 2 months of communication back and forth to happen because I kept emailing them. 
  2. They said that it was a **** error. It was not, they sent me a screenshot of the address they provided **** and it was missing information. 
  3. I contacted the manufacturer of the product I purchased. They advised that they are trying to remove their products from nutriessentials website and they have not directly shipped product to them. They dont know where they are getting their supply from. 
  4. after multiple times of asking for a manager to contact me, they did not give me any information to discuss all the issues above with them. 

  my goal here is to make other consumers aware of this company and to not buy from them. Worst experience buying product online! 

• Initial Complaint

  Date:08/22/2024

  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.

  Date of transaction. July 8 2024. Item ordered: 1 Bottle of Pure Encapsulations Macular Support. Order total: $123.43USD. **** tracking shows that the order started its journey on July 12 out of ******************. It was returned to the same address in ****************** on July 15. When I emailed to enquire, the person that replied claimed that the item was returned to them because the delivery attempt at my home address was unsuccessful. This is impossible for 2 reasons. A) the tracking shows that the item never left the State of ******* and my address is in ****** B) there is no humanly possible way that a **** parcel left *******, cleared ****** Customs, was attempted to be delivered in ****** and then made its was back to the original address in ******* in 3 days. I have since requested a refund multiple times without success. The last communication I've had with the company was today. They offered to resend the order, I again told them that I am seeking a refund and no longer interested in the fulfillment of this order.

  Business Response

  Date: 10/14/2024

  Thank you for sharing your concerns. I apologize for the issues youve faced with your order.
  As we previously communicated, your package was returned to us due to customs reasons, and we provided you with the tracking details for your reference (LZ31 *******US). We truly appreciate your understanding during this process.
  I understand that youre looking for a resolution, and Im sorry that the refund has not appeared on your credit card yet. Weve done our best to offer alternative options, but I respect your decision.
  If theres anything further we can do to assist you, please let us know. We value your feedback and hope to resolve this matter to your satisfaction.

  Customer Answer

  Date: 10/17/2024

   
  Complaint: 22176684
  
  I am rejecting this response because: In your message you claim to be sorry that the refund has not appeared on my credit card yet, implying that a refund has been issued. However in the email that you sent me on October 3, you said that you are unable to process a refund because it had been more than 3 months since the transaction date. Your statements are contradicting themselves.

  Furthermore, the claim you made in the October 3 email, that it had been more than 3 months since the transaction date is also untrue. The original date i placed the order was July 8, which is 87 days from October 3. You continue to make false statements.

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

  Business Response

  Date: 11/01/2024

  Hello There,

  We take customer feedback very seriously and appreciate the opportunity to address the concerns raised by the customer regarding their order for Pure Encapsulations Macular Support.

  We have provided store credit equivalent to the amount paid. This store credit can be utilized for future purchases, allowing the customer to select an alternative product if they wish. We believe this solution provides flexibility while adhering to our policies.

  We are committed to ensuring customer satisfaction and are here to assist in any way possible. If there are further questions or if additional information is needed, please do not hesitate to reach out.Thank you for your understanding and support.

  Thanks and Regards,

  ****** ****.

   

  Customer Answer

  Date: 11/09/2024

   
  Complaint: 22176684
  
  I am rejecting this response because: You continue to contradict yourself. In your message here you say you are offering store credit for the amount of the original order and then you send me an email saying that you have issued a full refund (which by the way, has not appeared on my credit card and its been over a week). You also still maintain in your messaging that the issue with this order was a Customs issue. The tracking information clearly shows this order never entered Customs processing. It was shipped and returned back to you in less than 3 days. Your claim of this being a Customs issue is impossible. This order never left the state of ******* and furthermore, the Canada Customs processing times for parcels is over a week. There's no way this package entered Customs processing.
  
  
  
  **** ********

  Business Response

  Date: 11/12/2024

  Hi,

  Thank you for the opportunity to address the complaint submitted by Mr. **** regarding his order with us. We have carefully reviewed the details and would like to clarify the steps we have taken to resolve his concerns.
  Mr. ***** original order (#*****) was valued at $123.43 but was returned to us due to customs issues. As per our policy and to resolve the matter, we provided Mr. **** with a store credit for the full amount, which he successfully utilized to place a new order (#*****). Despite this resolution, Mr. **** continues to state that his issue remains unresolved, which we believe is inaccurate given that he has already received the store credit and used it for a replacement order.
  We have attached documentation that includes proof of the credit issued, the new order details, and our communication with Mr. **** regarding this resolution. We are committed to ensuring our customers are satisfied and are more than willing to provide any additional information as needed.
  Thank you for your time and assistance in reviewing our response. Please feel free to reach out with any further questions.

  Thanks and Regards,

  ****** ****

  Customer Answer

  Date: 11/17/2024

   
  Complaint: 22176684
  
  I am rejecting this response because: Despite the clear evidence provided via the **** tracking information, Nutriessential continues to falsely claim that my order was not delivered due to a customs issue. If this was in fact the case, the item returned to them would have had enclosed with it a rejection document from ***. They cannot provide any proof that this item was undelivered due to Customs because this claim is untrue. The tracking information shows that the order never entered the Customs process, it never even left ********

  Moving on from that fact. ************** has claimed that they have issued me a refund that should appear on my credit card records, but it never did. Again, another false statement by Nutriessential. Following that false statement they issued store credit, which i did use. However, this store credit was unusable towards the shipping or taxes. So I still had to pay $18.85 out of pocket. So now I've paid shipping for my previous order, which never arrived, as well as this order, which has yet to arrive.
  
  
  **** ********

• Initial Complaint

  Date:08/01/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered this product at a cost of $67.44 on July 30, 2024 There was no indication of out of stock on the website On August 9th I requested a status update, to which I received a notice of back order I inquired again on November 1 I received an email suggesting store credit or replacement options Since I had already ordered elsewhere (3 months is a long time to wait) I requested a refund to my original form of payment I again received replacement suggestions, but no refund.I am still out $67.44, several emails back and forth, much talk about customer satisfaction commitment, but no refund

  Business Response

  Date: 08/05/2024

  Dear BBB
  
  Thank you for bringing this matter to our attention. We have reviewed the complaint and would like to provide some clarification:
  
  The customer placed the order on July 30, 2023 (one year ago), and the order was not shipped because it went out of stock with the manufacturer after the order was placed. The customer agreed to wait for the product to come back in stock.
  
  Unfortunately, due to the passage of time, we are unable to review all previous email correspondence from a year ago. However, we can confirm that we have not received any recent communication from the customer regarding this issue before this ******************** complaint.

  Furthermore, we have clearly mentioned on our shipping policies that after 3 months refund is not possible. Given this, we find it unusual to receive a complaint after such a significant period without any recent prior contact from the customer.

  Nevertheless, we are willing to provide alternative solutions that provided before but we will reach out to the customer again to discuss possible options. Unfortunately, a refund one year after placing the order is not feasible.
  
  Thank you for understanding

• Initial Complaint

  Date:07/05/2024

  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.

  Ordered June 11, 2024 and have not received products. Emails from company when following up are very delayed (3 business days) and they keep telling me my products are coming. I tried to cancel order and got no response. Product shows its in ******** now - I live in ****** and they were coming from *******

  Business Response

  Date: 07/16/2024

  Dear BBB,

  
  We're writing to address Mr. ****** inquiry regarding his order #*****. We understand his frustration with the delay and want to assure him that we actively tracked the package's progress.
  Upon receiving Mr. ****** initial contact, we immediately contacted our shipping partner, ***** to obtain updates. We kept Mr. **** informed of all developments based on the information provided by ***** We have a policy outlining limited control over international shipments once they enter the shipping process, especially with standard shipping options.
  However, in this instance, **** identified an internal issue that resulted in an irregular routing for Mr. ****** package. Fortunately, **** has now updated the tracking information, indicating that the package has reached ****** and should be delivered to Mr. **** within the next few days.
  We have also sent an email directly to Mr. **** with this updated information.
  We apologize for any inconvenience caused by the delay and appreciate Mr. ****** patience.
  

  Business Response

  Date: 07/29/2024

  Dear BBB,
  Thank you for bringing this matter to our attention.
  We understand the customer's frustration with the delayed delivery of their order. We apologize for any inconvenience this may have caused.

  We have reviewed the order status and email history. We apologize for any delays in some of our responses, but we did provide the customer with the necessary information and his tracking number so he could monitor the shipment online.

  The customer placed the order on June 12th, and we sent the tracking information via automated mail a few days after. We explained the procedure at that time and it is also mentioned on our international shipping policies. According to the attached tracking information, the shipment arrived in ****** on July 15th and should have been delivered shortly thereafter. The customer should have received his order by now.
  Unfortunately, we cannot influence the shipping routes and must wait for customs clearance. Since the customer did not select priority mail, delivery times can vary. While some shipments take 10 to 15 days, others may take longer.

  Thank you for your understanding and cooperation.
  

  Business Response

  Date: 07/29/2024

  Please find attached the tracking updates via ****

  Customer Answer

  Date: 07/30/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *****************

• Initial Complaint

  Date:06/17/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  placed an order June 2, 2024, on their website it said item was in stock, i was really in need of this product and went for 800 tablets which is not cheap but it said it was only quantity available in stock. However after many days without update i contacted customer service and they said item is on back order. I politely asked to change in stock status as it was still showing in stock on their website and refund back my money which is ****** CAN and in this moment communication stopped, i contacted again and again just to hear nothing. Im a business owner myself and run online shop as well and i found it very UNPROFESSIONAL and stealing from customers practice.

  Business Response

  Date: 06/28/2024

  
  Dear BBB,
  We have investigated this matter and would like to provide the following details:

  
  The customer received the necessary replies, although our response was slightly delayed due to a technical issue we were facing. She sent emails on the 12th and 13th, and we responded on the 15th.

  
  Please note that we deal directly with the manufacturer. When the customer placed her order for the specific product, there was a message indicating it would be available by the end of June. The manufacturer subsequently changed the restocking date, resulting in two delays. Consequently, we have removed the product from stock, as shown in the attached documentation.

  
  Additionally, our customer service director reached out to the customer, who did not respond. However, we refunded her the full amount as per her request on June 19th. Proof of this refund is also attached.

  Thank you for your attention 

  Customer Answer

  Date: 06/28/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***********************************

• Initial Complaint

  Date:05/29/2024

  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.

  On May 18, I ordered from Nutiessentials, an online company with a FL area code, two bottles of Atrantil Pro, costing $59.59 each. With the shipping, that came to $133.83. ($187.20 CND). I was sent an invoice number, rKvucBE20P5VQ6tUML3q but not a shipping number. On May 22, I wrote "I ordered this four days ago, May 18, and I have not received any shipping information. How are you shipping it, and what is the ***** They replied saying, in part "Since we source directly from manufacturers, it can sometimes take a bit longer for tracking numbers to reach us. However, the good news is that your order has already been shipped!..."I replied asking who was doing the shipping and they were replied saying that ***** I replied saying that was great and could they let me know the shipping number. I wrote again May 25 asking for the shipping number. They replied May 27, asking for another day to get that information. I wrote again May 28, when they did not reply, saying that I was getting ready to file a complaint with the Better Business Bureau. I then wrote an online review noting that this was likely a scam site. May 29 I received the following reply: "After checking with the team, it appears that you haven't received your tracking number yet because the product was out of stock. It came back in stock right after couple of days, and your order is still in the shipping process and we should be provided with your tracking number soon. I will personally provide you with the tracking number so you can track it online and be assured that we are not a scam company." This is a similar pattern to all the other complaints. No shipping number, and then the out of stock story. I have now requested a refund.

  Business Response

  Date: 06/03/2024

  Dear BBB,
  Greetings!
  I wanted to inform you that we have addressed the matter you escalated to our customer service director.
  Upon reviewing the order and email history, it appears there was some miscommunication. The product is indeed in stock and currently being delivered to the customer. However, there was a delay in providing the tracking details due to internal issues we encountered. Nevertheless, we have since reached out to the customer, provided the necessary information, and explained the situation.
  Here's the latest update on the shipment:Item departed our **** facility in *********** CA NETWORK DISTRIBUTION CENTER on June 2, 2024, at 4:52 pm. The item is currently in transit to the destination.
  The customer should be receiving her order soon. If she requires any further assistance, she is welcome to contact our **************** Director, *********************, directly. ****** is dedicated to improving the overall customer experience and will be more than happy to assist.
  Thank you for bringing this to our attention.

  Business Response

  Date: 06/10/2024

  Greetings!

  Thank you for updating us. Please note that this issue has been escalated to our customer service director, who has contacted the customer via email to provide updates on the tracking details and order status, as the order reached the destination a few days ago. She has explained how to proceed and is also investigating why the customer did not receive any tracking details or updates from the team in charge.

  Please note that tracking information is always shared with our customers via an automated email, so it is possible the information is in her junk folder. Rest assured, we have provided her with the details directly.

  Thank you

  Customer Answer

  Date: 06/10/2024

   
  Complaint: 21776596
  
  I am rejecting this response because:I have not received the product. At 12:06 AM, June 10, I received the following message from *********************, the woman to whom this complaint has been escalated. She said:

  ********************* <*******************************************;

  12:06?AM (13 hours ago)
  to me
  
  Dear ****, Greetings!
  
  Allow me to introduce myself. My name is ********************* and I am the customer service director.
  
  Kindly note that I have received your concern via BBB and I was looking into your booking.
  
  Please find below your tracking number and latest updates.
  
  Tracking number:
  Courier: www.usps.com
  
  Sincerely,
  ******

  You will note there is no tracking number in the email, so I wrote her about this and she replied, saying:
  
  *********************
  8:19?AM (5 hours ago)
  to me
  
  Oh my god ****! So sorry about this.
  
  Here you go: UE180520402US
  
  In good Health, **********************;

  When I click on the tracking number, it says what it has said since June 3, a full week :Latest Update
  Your item was processed through our *********** CA NETWORK DISTRIBUTION CENTER facility on June 3, 2024 at 8:13 pm. The item is currently in transit to the destination.
  
  So I have not received the product, despite anything that Nutriessential said, and I have not received a refund.
  
  That is the reason I refute their response.*************************

   

  Customer Answer

  Date: 06/20/2024

  Case resolved. Product finally arrived.

• Initial Complaint

  Date:05/26/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I bought 3 supplements for a total of 165 dollars on 11 May. I received an email confirmation with an order number, but since then, every time I check the status of the order, it says its in **. I sent already 2 emails to them asking for the *** of my order, since its already taking a very long time, or a refund in case something is wrong with the delivery, but nobody is answering. Website is nutriessential.com

  Business Response

  Date: 05/29/2024

  Dear BBB,

  Greetings!

  Please note that the customer placed her order on the 4th of May and received her tracking details. She contacted us via email, but unfortunately, we were delayed in our response. We have since explained to her that she needs to keep tracking her order until it is delivered or check with customs if the product has arrived at the destination but is taking time to be delivered to her.

  Please find attached the email conversation

  Customer Answer

  Date: 07/05/2024

  I have given the company plenty of time to find a solution to my request. It is now 5th of July and I havent received my items. They claim I should be the one to call customs and check why my items are stuck. Customs clearly explained to me that there is no such thing as the customer calling them, and it is the responsibility of the courier to arrange clearing of goods and get the items to my door, as I paid for. They are not providing any info to me from customs. This website is a scam and are not providing the service I paid for. I asked them to either give me the items or provide a refund. No reply from their side

  Business Response

  Date: 07/20/2024

  Dear BBB,
  Thank you for your attention.
  First, please note that the customer is located in the *** and not in the **, so this is an international order. From what I understand, only US and Canadian customers are allowed to file complaints and reviews on BBB.
  Second, the customer contacted us regarding her order. According to the tracking details, her order reached the *** on May 29th and has not been returned to us. We advised the customer to get in touch with the customs/local post office as they can sometimes delay or hold shipments for various reasons. This is standard procedure for most international orders that do not get delivered after being located in the destination country. Once they do, they usually find out the reason behind the delay or hold, which could be due to address issues, banned ingredients, or other reasons, as clearly mentioned in our international shipping policies. ************* post office provide the needed updates only to the receiver before returning the package to us.
  However, the customer claims that she spoke to customs and they denied her request. Unfortunately, there is nothing we can do about it since customs only provide information to the receiver, which is her.
  We also contacted **** (this is why it took us some time to reply here) which we usually don't do since they cannot provide information once the package is outside US territories, but they confirmed that the shipment is in the ****
  We find it quite unusual that the customer claims to have contacted customs but has not resolved the issue, as other customers typically do. They usually collect their products after addressing any problems, and if there were no issues, the products would be delivered to the provided address.
  Otherwise, we must wait for the product to be returned so we might know the reason behind it and send it all over again.

  Customer Answer

  Date: 07/22/2024

   
  Complaint: 21762399
  
  I am rejecting this response because:

  it Is not standard practice that the receiver has to contact customs and clear out the package. This is the responsibility of the sender company to have my package delivered to me, as I paid for. I have ordered from other companies, same category of products and had no issue, and didnt have to contact anyone even once. This company is clearly unprofessional and do not understand basic commitment to customer service. It has been almost 3 months since I have ordered these products, and have not received them, not to mention that there is no supplements are still in good condition after 3 months of transit. They need to refund my money asap.

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

  Business Response

  Date: 07/29/2024

  Dear BBB,

  
  We understand the customer's frustration. However, as we are based in the ** and handle numerous international orders daily, we adhere to our international shipping policies. Each company has its own terms and regulations, and since we cannot directly contact customs in every country, we have clearly outlined in our policies - disclaimer  that if products are held at destination customs, the receiver must follow the procedure and get in touch with the customs as they can only provide the needed info to the receiver.

  
  Attached, you will find the tracking information showing that the order has been in the *** since May, along with a screenshot of our international shipping policies.
  
  

• Initial Complaint

  Date:05/21/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered a supplement I needed for low iron on January 6. I'm still waiting for it and we are in May. When I inquired about it, they kept saying it was on the way. When I checked it was in **********. I live in ******. I requested a refund and they do not respond. This is a fake company. They do not let you comment on Instagram because they are still trying to dupe customers. I work hard for my money and needed this supplement. They respond with many apologies and nothing is actually done in the end. Now my package is in ************. I am very upset. They are taking advantage of people who are vulnerable and need supplements for health issues. The are laughing all the way to the bank

  Customer Answer

  Date: 05/22/2024

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

  Pdx, Or 97215

  Business Response

  Date: 05/29/2024

  Dear BBB,

  
  Please note that our president personally called the customer and issued a full refund, even though she was not entitled to one. As per our international shipping policies, the customer was responsible for contacting customs. However, we provided the refund as a gesture of goodwill.

  
  Best regards,

  Customer Answer

  Date: 05/29/2024

  Yes someone contacted me and had a lot of excuses....if a person orders something and it doesn't reach the customer, usually a refund is given if it has been over 5 months. They said they gave a refund but I have yet to receive it. Tomorrow it will be a week since I was told I would receive a refund. If I receive the refund, I will close the case and take down the reviews that I left but as of now, I have not received anything from them

  Business Response

  Date: 06/05/2024

  
  Dear BBB,

  
  Please note that our president has contacted the customer and, as previously explained, we have initiated the refund and informed the customer. She should check with her bank, as the refund should have been reflected some time ago. I will attach the proof of the refund for your reference.

  
  Thank you for your attention to this matter.

  Customer Answer

  Date: 06/09/2024

  I have checked and rechecked my bank account and there has not been. A transfer of what I'm owed since I spoke to the owner. It is not true what they are saying. I would like to see the paperwork for the transfer. If they did the transfer, they should prove it. 

  This company's tactic is to wear down the customer but it's not working with me. I am owed that money and it's just basic facts. I did not receive the merchandise and I should be reimbursed. It's not complicated 

   

   

  Complaint: 21741011
  
  I am rejecting this response because:
  
  Sincerely,
  
  *********************************

  Business Response

  Date: 06/19/2024

  Dear BBB,

  
  We wanted to inform you that we have reached out to the customer and provided them with proof of the refund, attached here for your reference as well. We have advised the customer to contact their bank and provide them with the necessary documentation.

  
  Please understand that the refund transaction was processed on May 23rd, as evidenced by the attached document. We kindly request the customer to follow up with their bank regarding the status of the refund.

  
  Thank you for your understanding and assistance in this matter.

• Initial Complaint

  Date:05/11/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  i paid on the 21st of April. till now no visibility on when they will ship despite repeat emails to customer service. i need to buy the supplements from another source and they have not given me the option to refund my payment.

  Business Response

  Date: 05/20/2024

  Dear BBB,

  
  Kindly note that the issue has been forwarded to the **************** Director. Upon investigation, it appears that there was a mistake made by the team in providing the customer with the correct tracking ID.

  
  We have reached out to the customer and provided them with the accurate tracking number. Their order has been in transit to their location since May 7th. Additionally, we have advised the customer that if they have not yet received the order, they should contact customs, as they may hold orders for various reasons.

  
  We are currently awaiting the customer's reply.

• Initial Complaint

  Date:04/24/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered a product (Corvalen-M) in late June 2023 from nutriessential.com & got an email on 07/01/2023 saying they were getting my order (#*****) ready to ship (the $152.34 came out of my account 07/02/2023). On 07/25/2023 I contacted them to see if they had shipped. They said they hadn't and it was backordered. They recommended a substitute but it wasn't what I needed so I said I'd just wait for the backorder. On 11/06/2023, I requested my money back. They said it was over 90 days and they couldn't refund and again offered a substitute. I said it was only over 90 days due to problems on their end and they shouldn't have taken my money until they had the product to ship. This went back and forth. At one point in 12/2023 they said they were processing my refund. After a month I checked back again and they were back to saying they couldn't refund due to it being over ********************************** credit. The substitutes do not have what I need and now I really don't trust them and don't want to deal with them for credit. Through this whole process, the only time they have reached out to me was the initial email to say they were getting ready to ship my order. All others have only been in response to my inquiries. I don't believe they would ever have contacted me to say they couldn't fill the order. They took my money and don't seem to care whatsoever that I am here waiting. I just want my money back. Full refund is first choice. Delivery of what I ordered would be great, too, but they don't seem to be able to get it. I'd rather not get credit, but if I have to as a last resort, I guess I will. I'd prefer not to do further business with them since they haven't been the least bit forthcoming.

  Business Response

  Date: 05/02/2024

  Dear BBB,
  Some clarification regarding the order and our the refund policy.
  Our Operations & ******** Services Director responded to the customer today, offering alternative solutions instead of a refund. Allow me to elaborate further.
  Upon placing her order, the customer received a confirmation message indicating that we had received her order and were in the process of fulfilling it. However, we acknowledge that this message may have lacked clarity, and we have taken steps to enhance our communication to prevent similar misunderstandings in the future.
  With respect to our inventory, while we strive to keep stock updated, the high volume of orders we receive hourly, coupled with our direct relationship with manufacturers, means that we cannot guarantee the availability of every item at all times. As per our shipping policies, if an item is out of stock, the order is placed on a waiting list to ensure prompt fulfillment once the item is back in stock. Unfortunately, the specific product the customer ordered remains out of stock, and we are actively collaborating with our suppliers to replenish it.
  However, we have offered the customer alternative solutions, including Replacement, Store Credit, Custom Replacement along with other gestures.