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:02/27/2024

  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.

  Ordered probiotics December 23,2024 To date have not received anything.Tracking number they sent traced product to ****** and back to ********** over a month.Have sent multiple emails (they dont answer phone calls) and the always apologize and say they will resend but never give a tracking number. Have asked multiple times for refund but they refuse and state they don't give refunds. Its been 2 months now

  Business Response

  Date: 04/02/2024

  We have express our apology to the customer since for some reason this product was shipped mistakenly by **** to ** instead and have re-shipped another products to customer who actually received it as it shows delivered to her address so we assume the complaint was posted before she has received the product. Please find the tracking number here: LZ314649244US.

• Initial Complaint

  Date:02/14/2024

  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.

  On Feb 10, 2024 I ordered Wobenzym N 800 (4 bottles) for a total cost incl. sales tax of $870.36. When I tried to find a phone number for Nutri Essential on the internet, in order to make sure that they actually have the item in stock, I saw an endless number of complaints against this company. I found a phone number and immediately call them - several times, but was never able to speak to anyone. Due to all the complaints I had found on BBB's website and due to not being able to reach anyone when calling, I immediately email them and requested a cancellation of my order and full refund. On Feb. 11, 2024 I received a response from *****************************, ************* Manager saying that the product was out-of-stock and "If you choose to cancel your order, please be aware that there may be a prolonged waiting period for the product elsewhere." Even this statement is incorrect, as I was already able to secure 4 bottles somewhere else. Based on her clearly stating that I can choose to cancel my order and despite numerous emails in which I am continuing to request a cancellation and full refund of my order, the latest response I received from ******** this morning states: "Within two business days, we'll send you a detailed response to your query without fail. Were sorry we've kept you waiting. We will be back in touch with you soon!" This is a completely inadequate and non-responsive answer to my clear and unambiguous requests for a cancellation and full refund. I ordered the item from Nutri Essential because I needed it without delay and only after placing the order and logging into my account, I found out, that my order status was "UNFULFILLED" (which it is to this moment). I am beyond upset that they actually proceeded to charge my credit card without having the product in stock/without having it available for sale. Reputable companies do not charge their customers until the product is ready to ship. I am also uploading the chain of emails I sent requesting cancellation

  Business Response

  Date: 04/02/2024

  In our website we actually have the product in back order and since we order directly from manufacturer as they ship it immediately once it become available so we need to reserve the product for the customer and do charge them for it but we also post in our website that if they do not wish to wait for the product we will refund them immediately and for this customer we have refunded her fully for her order and we can provide all the details about the refund so we assume this complaint was posted before her refund.

• Initial Complaint

  Date:02/06/2024

  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.

  Hi, I ordered one product (Biocidin Advanced Liquid Formula) on January 19th. And paid the price and the delivery fees (***** usd). I received a confirmation from the company that I will be notified when the order has been sent. Ten days after, still nothing received. I sent a request to understand why on January 29th. Then I received an email on January 30th with a **** tracking number that never shows any information. I let them know but nothing changed. I called the company several times, no response. And they didn't answer to my last email.Thank you

  Customer Answer

  Date: 02/06/2024

  Hi,

   

  Just to advise I finally received my parcel this afternoon.

   

  Thank you for your support

• Initial Complaint

  Date:01/11/2024

  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.

  Transaction Date: November 2nd, 2023 Amount Paid: $220.89 Committed to provide: Biocidin LSF x 2 and International Shipping Order #: ***** Issue: I reached out to Nutriessential.com's support team after noticing my order was delivered to an incorrect address. The team responded and tried to help resolve the problem. On November 28th, the support team stated, 'It has taken us longer to reply to your email than it should have. We are so sorry we kept you waiting. Within two business days, we'll send you a detailed response to your query without fail.' After not receiving a response FIVE days later, I told the support team that I needed to cancel my order and requested a refund. On December 11th, the support team responded that the order was not delivered to an incorrect address. There was an issue with customs and the package was returned to Nutriessential.com. I responded that I needed the order to be cancelled as I was no longer living at the destination. Regardless of multiple attempts to cancel my order and receive a refund (December 3rd, 2023, December 11th, 2023, and December 14th, 2023), Nutriessestial.com shipped my order on December 14th. I sent another email on December 26th, 2023 and another today (January 10th, ****) requesting to remedy to the issue. As it's been over two months since I placed my order, I am no longer living at the address it is being shipped to. In summary, I placed an order with Nutriessential.com on November 2nd, 2023. It's now January 10th, ****. Nutri Essentials shipped my order regardless of my multiple attempts to cancel my order. I have not received the products and Nutriessential.com has failed to provide me a refund. Nutriessential.com's support team has also failed to respond to my emails requesting to remedy this situation. I've attached my email log with the support team and my transaction receipt.

  Business Response

  Date: 02/08/2024

  Issue has been resolved and refund was provided

  Business Response

  Date: 02/08/2024

  issue has been resolved and refund was provided accordingly

• Initial Complaint

  Date:12/31/2023

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered supplements on 28 August 2023 totalling the amount $158.39. These were never received. I contacted the company on multiple occasions asking for them to be resent or for them to send a refund. They suggested contacting 'my local post office'. I live in a city with a high number of delivery facilities - I said to the company it is not my responsibility to locate the product which they were supposed to delivery (having charged a delivery fee of $24.75), but I asked the company for a specific address so I could call the post office which it had supposedly been delivered to. However they did not respond to this and stopped responding to my emails. I would like a refund given I still haven't received the product four months after ordering.

  Business Response

  Date: 01/01/2024

  Please provide your order number since we have checked our orders in August under your name and we could not locate it. FYI, we always send the tracking number to all our customers even the international ones so we will send it again once we receive your order number 

  Customer Answer

  Date: 01/05/2024

   
  Complaint: 21075777
  
  I am rejecting this response because: I did receive a tracking number but it is not helpful because the link does not state where the item is located, so I have not been able to pick it up. I said this several times to your customer service team via email. 

  My order number is LZ313329884US

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

  Business Response

  Date: 01/21/2024

  *********, has placed this order from ** and since we are US based company we have sent it by **** and have sent him the tracking number which according to the tracking the order arrived to ** and they have attempted to deliver the products many times and the package was in his local post office and here's the tracking number again: LZ313329884US which is showing exactly what we just mentioned. We will call customer again to explain since maybe he did not receive the  email we have sent him even though the tracking is also under his order which he has access to it as well.

   

   

  Customer Answer

  Date: 01/22/2024

   
  Complaint: 21075777
  
  I am rejecting this response because:

  As previously explained, despite numerous requests from myself to Nutriessential via email, I never received an address for 'my local post office'. I live in a built up area with many post offices around me, and I couldn't afford the time to visit each and every post office to try and track down a parcel which I had paid to be delivered to my door. I did not receive notification of any delivery attempts. 

  Furthermore I recently received the following two emails from Nutriessential:

  Fri 12th January: 

  "The order appears to have been returned to our warehouse due to the package being undeliverable by the courier, ***** See tracking here: LZ313329884US
  If you would like us to reship this package, please confirm your shipping address.
  Alternatively, we can refund you for this order if you no longer wish to receive it. The refund would apply to the original method of payment and be reflected in your bank account within 3-5 business days after processing.
  Please let me know which option you'd like to proceed with by replying to this email.

  In Good Health,
  
  *****************************"

  When I then stated that I wished for the refund as offered in this email, I received the following reply on 16th January:

  "I hope this email finds you well. We appreciate your patience and understanding as we have been working diligently to process your refund request. Unfortunately, we have encountered a challenge as the transaction was initiated more than 3 months ago, and our system is unable to process a refund at this time.
  
  However, we are committed to finding a satisfactory resolution for you. We have two options available:
  
  Product Exchange:
  We can assist you in choosing an alternative product that aligns with your preferences and is within the equivalent value of the refund.
  
  Store Credit with 10% Discount:
  Alternatively, we can issue a store credit for the amount of the refund with an added 10% discount, which you can use for any future purchases.
  
  Please let us know your preference by replying to this email or reaching out to our customer service team. Your satisfaction is of the utmost importance to us, and we are here to accommodate your needs in the best way possible.

  In good health,
  
  *********************,"

  I then replied to say I would not accept these options because it's likely the same thing would happen and I would not receive the product, and again requested the refund.

  These emails demonstrate that the Nutriessential has admitted that the package was returned to them without being delivered and that a refund is warranted.

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

  Business Response

  Date: 02/08/2024

  we have delivered the product to ** as you will notice from the confirmation of delivery and it seems customers still has not picked up the products or contacted their local post office as it shows attempted delivery. When we ship to ** ********** **** unless customers request otherwise which cost of delivery then higher **** send to the local post office om ** and from that point customers need to be home at the drop off or pick up the package since we have no control after as have a disclaimer explaining our international shipping policy. 

  Customer Answer

  Date: 02/08/2024

   
  Complaint: 21075777
  
  I am rejecting this response because:
  
  As explained multiple times, Nutriessential did not provide the address of the post office in question. I did ask for this. I therefore could not collect the product because I didnt know where it was! I live in a built up area with multiple post offices in walking distance. 
  

  As previously evidenced, Nutriessential offered a refund  but then backtracked because their system supposedly doesnt allow that after three months. But **** not and could not receive the product within that period for the reasons describe above and therefore contend it is the companys responsibility to find a way to issue a refund. 

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

  Business Response

  Date: 02/22/2024

  We have provided tracking number for customer and It was shipped to their local post office as indicated and they have attempted to contact customer but customer did not picked up the package . When we ship to ** ********** **** unless customers request otherwise which cost of delivery then higher **** send to the local post office om ** and from that point customers need to be home at the drop off or pick up the package since we have no control after as have a disclaimer explaining our international shipping policy. 

  
  Payment of charges - Item being held, addressee being notified
  ****************************************************
  September 15, 2023, 7:00 am
  Processed Through Facility
  ****************************************************
  September 13, 2023, 8:22 pm
  Departed
  ******, ****************************************************
  September 11, 2023, 11:16 am
  Departed
  *******, *************
  September 10, 2023, 9:55 pm
  Departed
  ***************, *************
  September 10, 2023, 11:58 am
  Departed
  *****, *************
  September 10, 2023, 4:00 am
  Arrived
  *****, *************
  September 10, 2023, 1:04 am
  Processed Through **** Regional Facility
  ***** ** ********************************* 
  September 9, 2023, 4:38 pm
  Arrived at **** Regional Facility
  ***** ** ********************************* 
  September 9, 2023, 11:22 am
  Arrived at **** Regional Facility
  ***** ** *********************************, *************
  September 9, 2023, 11:22 am
  Arrived at **** Regional Facility
  YBOR CITY ** DISTRIBUTION CENTER 
  September 8, 2023, 11:40 pm
  **** picked up item
  **********, ** 33909 
  September 8, 2023, 1:09 pm
  Pre-Shipment, **** Awaiting Item
  September 8, 2023
  Hide Tracking History

  Customer Answer

  Date: 02/22/2024

   
  Complaint: 21075777
  
  I am rejecting this response because:

  As explained multiple times, the tracking link did not provide me with an address for a post office, despite me requesting this at least three times . I therefore could not pick up the parcel because I didnt know where it was! 

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

  Customer Answer

  Date: 03/06/2024

  Hi there, 

  Please find attached an email from Nutriessential offering me a refund, which they have since refused to do because they say their system doesn't allow refunds after 3 months.

  This is surely untrue - please can you consider reopening on these grounds?

   

  Thank you

  ***

  Customer Answer

  Date: 03/06/2024

  Please can you explain why you consider it unresolved?

  It seems pretty clear cut to me. Has an individual actually read through all of the exchanges and evidence?

  
  Thanks

  ***

• Initial Complaint

  Date:11/17/2023

  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 requested a refund immediately after putting in my order after seeing the many complaints about this company. They refused a refund saying the product had been shipped. They wrote to refusey refund and then to say the products had shipped. I have written twice and have not received any arrival date or tracking number, or any information about shipment. Considering they told me my order had already been shipped, I believe this should have been easy to provide. Since I don't see proof of shipment, I would simply like a refund.

  Business Response

  Date: 12/17/2023

  *************************** placed an international order ***** with standard delivery. We partner with direct manufacturers and distributors for our shipments, and the order was processed through our international fulfillment center and sent out to our partner for shipping. There is usually a very short period of window where any adjustments and edits can be made regarding an order. 
  
  We have shipped the order and it shows to be delivered in ********* on 29 November 2023 and we are attaching relevant proof for the same. 
  
  

  Customer Answer

  Date: 12/18/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********. I did receive the order so I consider the case resolved. Thank you.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:11/10/2023

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I pitched 3 bottles for Hepaglycerire that my child needs. They took money, never shipped order. Sent me crappy email with options that I am not satisfied with. I want my money back ASAP

  Business Response

  Date: 11/17/2023

  ************************* placed an order 49505 consisting of Hepaglycerite x 3 for which we have refunded the customer. We are attaching the necessary documents. 

  
  
  

  
  

• Initial Complaint

  Date:10/22/2023

  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.

  I ordered a Clear Change 28 Day Program with UltraClear RENEW vanilla on Saturday, September 6, 2023. My order total was $306. I decided to also order a few days later a 10 day program. I received my 10 day program in the mail but never received my 28 day which I found unusual given it was ordered first. When I emailed to inquire, I was told via email (which I have all copies of the email) "I apologize for any confusion regarding your recent order of the 28-day course with order number *****. We understand the importance of receiving the correct product as per your initial order.Unfortunately, we currently have the 28-day course out of stock, which is causing the delay in fulfilling your order. In an effort to mitigate the inconvenience this may cause, we would like to offer you the option of receiving three separate 10-day products, totaling 30 days of the course, as an alternative solution."After conversing via email, I decided to accept the 3 separate 10 day products. I was shipped to me quickly but I received the wrong items. When I emailed AGAIN, they said they I would have to ship the incorrect items back which I said was fine so long as I got what was promised. I was only mailed 2 of the 10 day..not 3 as promised. When I then inquired on the 3rd, they tried to tell me I could pay for it and I still had to send back the wrong products. Unacceptable! I emailed again. The last response I received was 6 days ago with the following information. "....In regard to the refund and the receipt of the third product, let me clarify the situation. Our records indicate that two products were delivered to you on Wednesday. We apologize for any confusion, and rest assured, the third product has been shipped separately." I still haven't received my third product, nor have I been given any instruction on shipping back the wrong items clearly WITHOUT me paying for shipping.

  Business Response

  Date: 11/07/2023

  ************************* placed two orders with us at Nutriessential.

  We have successfully delivered the first order (*****) she placed with ** and for the second order (*****) we faced a delay from our manufacturer partner's side. We promptly communicated with ****** about the situation and offered her our resolution as well with the replacement options. ****** has accepted the option of Clear Change 10-Day Detox Vanilla x 3 with the same brand.

  But in the mean time before we could proceed, the price was increased and due to which we could only ship out the two quantities of the same for her to start her diet. This was to adjust the amount of what she had already paid to us. 

  ****** has received the products from us for which we shared RMA but we did not hear back from her. 

  We were ready to ship her third product with a 15 percent discount but she was unwilling to return the products received.  As we deeply value her as our customer, we presented her with different resolution options but we could not proceed ahead as we had not heard back from her.

  We request ****** to reach out to our support team so we can help her.

   

  Customer Answer

  Date: 11/07/2023

   
  Complaint: 20767658
  
  I am rejecting this response because a price increase is not an acceptable reason to not uphold what I was originally promised via email on 3 different occasions. I was promised 3 10 day kits and only had 2 delivered. **** day kits does not fulfill a 28 day kit that I paid for at minimum. In addition, I had an incorrect product sent to me after being told more than once that the last 10 day kit was being set to me and now am being told that was a lie, that I have to pay a discount rate and additional funds IN ADDITION to what I paid, and that I have to return items AT MY OWN COST of what THEY missent. Additionally, I'm asked to send back the wrong items "using the *** provided" but no *** is provided, no attachments, no shipping labels...nothing. How in the world am I supposed to send this back? Additionally, I'm not paying shipping for something someone sent incorrectly. As a former small business owner, this is the worse customer service I have ever experienced to expect someone to ship back AT THEIR OWN EXPENSE an item that a company not only shipped incorrectly but didn't even send me the CORRECT product first to rectify. 

  Accepted Resolution Will Be As Follows: 

  1. Send missing 10-day kit as promised, send a ******** or ***** Pre-Paid shipping label to send back the "packets" that were missent (I'm still being reasonable in accommodating sending these back even though, at this point, I shouldn't.) 

  OR

  2. Refund me 33% of my original order amount (since I'm missing 1/3 of my order as promised for replacements items) and I either send back AT THE COMPANY'S EXPENSE the wrong items OR keep the wrong items because, again, not my fault and I cannot use them. 

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

  Customer Answer

  Date: 11/07/2023

  Last email correspondence sent today as well as reference. 

  Business Response

  Date: 11/21/2023

  We have shipped out the third product to ************************* as per one of the desired resolution options, we request ****** to take back the BBB complaint as we have complied from our end. 
  We are attaching the necessary documents. 

  The third product has been delivered to ****** on 21/11/2023. 

  Customer Answer

  Date: 11/27/2023

   
  Better Business Bureau:
  
  On 11/27,2023, I returned to see my final item in my shipment has been resolved. All items are fulfilled, no items are to be returned by me and complaint is resolved. Complaint ID ******** is finally resolved. No further action is needed on my part or the companies from this day forward. 
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:10/12/2023

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered a bottle of Cortisol Manager on the 3rd of June 2023, for a total price of $101.94 USD. To date nothing has been delivered. Nutriessential I have to concur is a scam site. I followed up numerous times to either no reply or the same tracking number being sent to me. Currently the package still shows as in the "pre-shipment" stage. I regularly order numerous products from the US with speedy delivery in the *** (2 weeks ***** This has now been 4 months- waiting for a supplement. There are no numbers to call and I have on numerous occasions over the past couple of months requested a refund, but to no avail. This is by far the worst customer experience I have had and it borders on direct theft of my money. I would caution anyone to not buy a single product from this company.

  Business Response

  Date: 11/13/2023

  ********************* placed an order ***** consisting of Cortisol Manager x 1 which we have shipped and shared the **** tracking ID *************.
  
  We are attaching the shipping receipt and as we can see from the tracking ID that the shipment has not reached back to us, without which we are unable to proceed with the refund. As we have shipped and fulfilled order from our end. 
  
  We request **** to allow the shipment to reach us for us to issue a refund.
  
  We are attaching the relevant documents. 

• Initial Complaint

  Date:10/06/2023

  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.

  Ive purchased two units of Histamine Digest PureMax on Oct 1st, 2023. They sent me the confirmation Order #***** and invoice but never shipped the product. Ive been trying to contact the phone lines shared in their website but none of them seem to work. Also, Ive sent several emails to their support mailbox but with no success. Terrible service. They even have a shipping policy that they cant even comply. I want either the products to be shipped ASAP or get a refund.

  Business Response

  Date: 10/21/2023

  Dear *****,

   

  We refunded you on October 16 2023, although it is immediate on our end it may take 1-2 billing cycles for it to reflect on your account. We have also informed you about the refund via email. Our customer support team has been continuously connected with you and we request you to take back the complaint as we have provided you with a refund. We are attaching a screenshot of the refund as well as the official refund receipt from authorize.net, our merchant.