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: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:05/06/2024

  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.

  On February 28, 2024, I purchased Physicians Elemental Diet Dextrose Free 1 (36 servings) for $157.24 usd ($215.10 cdn). I received an order #***** however no shipping number. I followed up on March 14, 2024 for a shipping number. They responded on March 18, 2024 with I'm pleased to inform you that your order has been successfully processed within the designated timeframe. Your inquiry has been promptly forwarded to our shipping department for further assistance. No shipping number.I followed up again on March 31, 2024 looking for shipping information. They responded April 1, 2024 with I'm pleased to inform you that your order has progressed from the manufacturer to the international shipping center. We are currently in the process of obtaining the tracking number for your shipment, which will be provided to you as soon as possible. No shipping number.I followed up April 21, 2024 requesting a refund as I still have no shipping information and no product. They responded April 30, 2024 with First and foremost, we want to extend our sincere apologies for any inconvenience caused by the delay in our response to your previous communication. It has come to our attention that a technical glitch prevented your email from reaching us, and we regret any frustration this may have caused.Upon investigating the status of your order, we discovered that there has been a hiccup in the shipping process. Unfortunately, it appears that the product has been misplaced somewhere in transit by our shipping partner. Please accept our sincerest apologies for this unexpected issue.However, I am pleased to inform you that we have taken immediate action to rectify the situation. A new product has already been dispatched to you, and we are working diligently to ensure its swift delivery to your doorstep. I will personally oversee this process and provide you with the tracking details within the next 1 to 2 days.May 6th still no shipping information. I just want a refund.

  Business Response

  Date: 05/14/2024

  Dear BBB,

  Greetings!

  The issue was escalated to our customer service director. Upon investigation, it was determined that there was a breakdown in communication with the customer, leading to a less than satisfactory experience. Our director promptly reached out to the customer, offering sincere apologies for the unclear communication from our team. This incident does not reflect the level of service we strive to provide.
  Our director presented the customer with several options to address the issue, including sending another shipment via priority mail, providing a credit, or initiating a refund. Unfortunately, despite our efforts to rectify the situation, the customer expressed a desire for an immediate refund and declined to give us another chance.
  As a result, the refund was promptly initiated, and the customer was notified via email of the action taken.
  We regret any inconvenience caused to the customer and remain committed to providing excellent service to all our customers. 

  Customer Answer

  Date: 05/15/2024

   
  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.
  

  I have received the receipt for a complete refund and am awaiting its completion to my payment method. 

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

• 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.

• Initial Complaint

  Date:04/23/2024

  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.

  How is it that Nutriessentials.com shows a product as available, take your money and when you reach out to them after 10 day and have not received tracking info on your order, they tell you that the item is not in stock. Even till this date, the website still shows it as in stock. I contacted them to ask for a refund and they tell me they will give me store credit. Why would I buy from a company that does not deliver and has such shady practices? Buyers beware, do not shop here as they will take your money and ignore you.

  Business Response

  Date: 04/25/2024

  Dear BBB,
  Thank you for bringing Mr. *********** review to our attention.

  
  We'd like to clarify that ******** placed an order on April 4th. While processing his order, we were notified by the manufacturer that the item he requested was out of stock. As outlined in our terms and conditions, such occurrences are not uncommon, especially with high-demand products. We make every effort to keep customers informed by displaying product availability on our website, including items temporarily out of stock but expected to be replenished within a specific timeframe and this is why the product is still in stock.
  Our **************** Director has thoroughly investigated ************ case and identified that there may have been a lack of clarity in the communication previously sent to him. However, it's important to note that another communication was sent on the 24th, not before, due to internal technical issues we were experiencing. In this communication, our team informed the customer that the product is now back in stock and has been dispatched to him. We have also committed to providing him with the tracking ID at the earliest opportunity.

  
  Please be assured that our **************** Director has reviewed ************ email history and will personally reach out to him to address any outstanding concerns and ensure a satisfactory resolution.

  
  We appreciate your understanding and cooperation in resolving this matter. If you require any additional information or assistance, please don't hesitate to contact us.
  Sincerely,

  Customer Answer

  Date: 04/25/2024

   
  Complaint: 21616692
  
  I am rejecting this response because as I have stated, if their product is out of stock, their website should state it. Their website clearly states it is in stock so why am I just find out now after they have taken my payment, that the product is out of stock. If I had known it was out of stock, I would not have placed the order and would have ordered it somewhere else. This is why I feel that their business practice is very unprofessional and sketchy hence the reason why I am asking for my refund. They keep giving me the run around, saying it has shipped but fail to provide any tracking info for me to follow and ensure it has gone out. Again, they have failed at this even after full business day has passed. Any courier company would have scanned the packaged and a tracking Id would automatically be provided. Again, none has been provided to me. Their only response is that they will send me the tracking info once it becomes available. Why would it take this long unless they are lying again and in fact, nothing has been shipped yet.
  
  Sincerely,
  
  Honkit Ng

  Business Response

  Date: 05/02/2024

  Dear BBB,

  
  We would like to bring to your attention the circumstances surrounding a recent customer interaction regarding an out-of-stock item. It is important to note that our website explicitly states our inability to control stock levels due to our direct dealings with manufacturers and the high volume of daily orders.

  
  Despite these challenges, our Operations and ******** Services Director made multiple attempts to contact the customer, and our President personally reached out and called him to address the issue. We provided a detailed explanation of our process and offered alternative solutions.

  
  The customer graciously provided us with a second opportunity to rectify the situation. Subsequently, we processed a partial refund, as promised. However, upon realizing that the original order was sent via standard shipping rather than expedited, we took immediate action. We rerouted the order, canceled it, and issued a full refund to the customer. Our intention was to uphold honesty and transparency, avoiding false promises or unnecessary delays associated with standard shipping.

  
  We want to assure you that the customer has received a full refund, and we remain committed to providing transparent and satisfactory service to all our customers.

  
  Thank you for your attention to this matter.

  Customer Answer

  Date: 05/02/2024

   
  Complaint: 21616692
  
  I am rejecting this response because: when I spoke to ************ (President), he told me he has accepted my offer of the $50 refund as compensation for the delay in my order. He did not mention that he was going to expedite it or that the order would be cancelled. His agreement with me was $50 refund and that the order would still be shipped. Now the order is cancelled, I got my refund but due to the loss in exchange rate, Im at a loss. 
  

  The bottom line is, if you say you will do something, then do it. Do not change it around and then give an explanation. You should have still proceeded with the order as it was discussed with ************ or at lease contact me first with options before canceling the order completely and then notifying me after the fact.
  
  Sincerely,
  
  Honkit Ng

  Business Response

  Date: 05/07/2024

  Dear BBB,

  We have to clarify and update you about this issue that has been resolved from our side.

  1- Ms. ****** made numerous attempts to contact the customer via email to address the situation, but unfortunately, there was no response, leading to further complications.

  2- Our president directly contacted the customer via phone, where he explained everything and Mr. ****** clarified that if the product could be expedited then he will approve the order. the customer agreed to proceed with the order, along with a $50 compensation refund. This refund was promptly issued by ************. However, upon subsequent communication with the backend team, it was discovered that the product was shipped via standard mail, contrary to the customer's request for expedited shipping. (Since the order was already shipped before that call) Therefore, ************ promptly proceeded with a full refund and rerouted the shipment.

  3- Following this, Ms. ****** communicated these actions to the customer. Despite numerous efforts from Ms. ****** to assuage the customer's concerns and provide assistance, the customer remains unsatisfied and is adamant about retaining his reviews. While we respect his right to share his experience, we firmly believe that we made every possible effort to address his issues. This included responding to all his inquiries via email, engaging in phone communication, offering a special code and treatment, initiating a partial refund followed by a full refund, and compensating him for the exchange rate. Despite these measures, the customer expressed his dissatisfaction with the following statement:

  "Based on all that has happened and the time it took to come to a conclusion (even tho it was not to my satisfaction) I feel that it is my right to keep my feedback with BBB and Trustpilot as is. I feel others should be aware of my experience and informed before they make any purchases on your platform. Especially the Canadian customers as I believe it affects them the most."

  Will also attach the last 2 emails sent to the customer. 

  Thank you!

• Initial Complaint

  Date:04/10/2024

  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 placed an order with this company for $65.72 USD on April 6th and noticed it did not ship out. I contacted the company to ask if there was a problem and request a refund. I received no response. I tried to call the customer service line, but there is no one answering the phone. The line says there should be a chat box on their website, but there is none. This business feels more and more like a scam. I just want my money back.

  Customer Answer

  Date: 04/14/2024

  After filing this complaint, instead of a refund as I requested, I was sent an email from Nutriessential.com telling me my order had shipped with a tracking number provided and asking me to put a positive note on BBB. When I click on the tracking link provided for the order, it goes to a blank page and *** says:

  "We could not locate the shipment details for this tracking number. Details are only available for shipments made within the last 120 days. Please check your information."

  Again, I'm really wondering if this company is a scam. I just want my money back. 

   

  Customer Answer

  Date: 04/20/2024

  I placed my order on April 2, 2024 and it is now April 20, 2024 and I have not received my order. I want a refund. Whatever package this company says they have sent has been stuck in transit for seven days. I just want my money refunded immediately. 

   

   

  Business Response

  Date: 04/29/2024

  Dear BBB,

  I'd like to inform you that our Operations & ******** Services Director has addressed the customer's email that was previously overlooked by the team. She provided the customer with tracking details and her direct email address for any future assistance. The customer's order has already been shipped, and according to the tracking ID provided by ***** the item was processed through  *********** CA NETWORK DISTRIBUTION CENTER facility on April 12, 2024, at 7:48 am, and is currently in transit to the destination. Please know that the director was hired to enhance overall service quality.

  We hope we covered all the above concerns.

  Thank you,

• Initial Complaint

  Date:04/07/2024

  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.

  I purchased three items from Nutriessential on 16 January 2024. I was informed that two of the items were shipped. I was informed the other item is on backorder.I received shipping information for the first package, which shows shipment to *********, which is far away from my address. I have written multiple emails to the company, asking for shipping updates and more information about my order. I have not received any further information about the package. Last week, after receiving conflicting responses, I asked for a refund, and still haven't received a response. For the second part of my order, the backordered product, I have made multiple inquiries as well. Every message I receive is from someone else and states something different - a refund, a store credit, a store credit plus a 10% discount. Like others, I feel this company is a SHAM. It is now 7 April 2024 and I have received nothing and no concrete information about my order. I feel I am being strung along and now need to take concrete action.

  Customer Answer

  Date: 05/04/2024

  We have continued to contact the company and despite saying they would process a refund, notifying us to look for a transaction on our credit card, we have not received any payment back whatsoever. Every customer service representative says something different. We believe this company strings people along and cannot be trusted. Our credit card company is now also involved in trying to get the money we spent back. 

  Business Response

  Date: 05/04/2024

  Dear BBB,

  Kindly note that the customer service director is getting in touch with the customer. 

  First, the order and tracking number sent by **** was sent to the customer but we noticed that it's tracking was misleading therefore we are tying to reach the **** as we have sent it to the right address and the label was correct. This is why its taking us a bit of time to reach out to them and get info on how we can proceed. We have informed the customer about that and requested him to give us some time to be able to resolve his issue.

  As per the out of stock Item, please note that we usually give several alternatives in regards of that so he chose the refund. The refund took place on the 4th of May and customer was informed. It should reflect in his account by next week.

  We face some internal technical issues the past month and this is why we were late in replying our users.

  Thank you 

  Customer Answer

  Date: 08/13/2024

  I wanted to share an update to this matter. While I did not receive the products in the end, I received a full refund, thanks to your support. Nutriessential hired a new person to help solve the issues they were having as well.

  
  

  Best regards,

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