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:08/11/2023

  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 made an online purchase Aug 5,23. I ordered two adv *** peptides and collagen. I only got one and it was damaged. THe other one was missing I asked for a full refund. They stated I would get one when I send pictures. Now, they changed their tune saying they need to ship the product agian and sorry for the experience. I tried calling them no live person gets back to you.

  Business Response

  Date: 08/22/2023

  Hi,

  *************;Younis placed an order ***** which was delivered damaged and we have refunded the customer.

  We are attaching disputed order receipt and refund receipt from authorize.net 

   

   

• Initial Complaint

  Date:07/27/2023

  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.

  We placed order #***** on 7/20/23 under *********************** for 4 Celtic Sea Salt Electrolyte Powders for a total of $113.40. This company has refused to respond to multiple voice mails and emails regarding why this order has not shipped. We now know that this company is a fraud and has scammed MANY people. We are done with this company and are revoking our authorization for them to charge our **** for anything. We are demanding that this order #***** be cancelled and that we are provided with proof of such and that our **** has been credited for any amounts charged IMMEDIATELY. If this does not occur within one business day of NutriEssentials receipt of this BBB complaint, we will file complaints with **** (reversing any and all charges), and the ** ************************* regarding Nutriessentials fraudulent business activity in our state!!

  Business Response

  Date: 07/28/2023

  This is in regards to the order 45644 of ***********************, our team had been working continuously to fulfill this order, it was fulfilled by ** on July 21 but before shipping from our distributor partner side, it went on the backorder, upon getting the email from the customer we presented few resolution options to the customer and waited for them to respond, we have refunded this customer for the order for which we have attached backend receipt of refund, and also email resolution option email screenshot. 

  In the light of the resolution of refund we request for withdrawal of BBB complaint. 

   

   

   

  
  

• Initial Complaint

  Date:07/21/2023

  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 supplement from this company in early July 2023. No shipping info received. Emailed and they said it was on 'back order' and I would be notified of shipping details 'asap'. No information came through. Emailed received today (July 22nd) to say product had been delivered (to *********) My product has not been delivered! I have no shipping information. This company has taken my money and not sent me my goods. Loads of reviews saying this company is a scam. I would like a refund please and thank you

  Business Response

  Date: 07/28/2023

  For order number 44874, we refunded the customer upon seeing their request for it over the email, we have also stayed communicative with this customer responding to each of their queries.

  The customer requested expedited shipping from us. upon connecting with our shipping partner ***** they confirmed that this facility is not available, and we were unable to provide expedited shipping for this location to the customer and upon their request for refund from us which we processed we are attaching the refund receipt from our backend and email response to the customer acknowledging the same. 

  Customer Answer

  Date: 07/28/2023

   
  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:07/21/2023

  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 have reason to believe this company is a scam. They will not respond to me, there is no update about shipping and I have read the other nightmares others are experiencing. When I ****** a medication and this is the first company that pops up I expect them to be reputable. They certainly portray that they are. If they arent going to send the medication I want an immediate refund for ******. Im not going to mess around for a month with a bunch of flimsy excuses.

  Business Response

  Date: 07/28/2023

  Dear ******,

  We hope our message finds you well. We were connected with the customer of the order *****, We had sent the email of backorder with replacement options, upon customer denying the replacement options and asked for refund, we gave the confirmation that we have processed the refund, and customer was happy with the resolution and we have refunded the customer. 

  We made the resolution that the customer wanted a refund, we are attaching the refund processed from our backend, and customer's email communication. 

  We are requesting you to consider this resolution and take back the dispute.

• Initial Complaint

  Date:07/20/2023

  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.

  Placed an order with this company, they didnt ship the item, will not respond to calls or emails, and cant provide any tracking information. Requested a refund, still no communication from this company.

  Business Response

  Date: 07/28/2023

  This is in reference to the order 45260 of ***********************, our customer support team has been continuously connected with this customer and responded to their queries, and upon seeing thier last escalated email response we have refunded the customer as well as emailed him of the same.

  The ordered product has been in backorder and our team was working with our partner distributor who had given us two estimation dates for the arrival of the fresh batches of their product but they did not get restocked and hence we refunded the customer. 

  We are attaching the refund receipt from our backend, as well as email communication with the customer.

   

• Initial Complaint

  Date:07/19/2023

  Type:Customer Service 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.

  Placed an order on June 24th. I have called or emailed the company many times from July ****th. Calls always get sent to an answering machine. I got one email back on the 7th, stating that they have shipped the order and were waiting on tracking details. It has now been almost two weeks since that and they have ignored my two emails asking for tracking. Ultimately this company appears to be a scam. If the product shipped, they should have the tracking number. I want a refund. Its very bad business not to answer the phone or respond back to emails. I wouldnt advise anyone to place an order with this company because they have terrible business practices and they dont seem legitimate. I will be placing a chargeback if I dont hear back with legitimate tracking information before the 23rd of July.

  Business Response

  Date: 08/22/2023

  HI,

  We have refunded ******************************* for her order 44389 consisting of Pure GG 25B x 1. 

  We are attaching order receipt and refund receipt from the Authorize.net 

  Customer Answer

  Date: 08/23/2023

   
  Complaint: 20345938
  
  I am rejecting this response because this took two months to receive a refund which doesnt account for the exchange rate lost and the amount of money spent on trying to call internationally. I only received a refund due to this complaint - in light of the refund we request you to withdraw your BBB complaint.. I never ended ** receiving any tracking information in that timeframe either. Overall, I would not recommend this company ever. 
  
  Sincerely,
  
  *******************************

• Initial Complaint

  Date:07/19/2023

  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.

  On June 27th I place an $80 CAD order and almost one month later I still dont have it. After multiple emails they tell me the item is on back order and either they can ship comparable items or give credit. Uhm, no! Thats unacceptable. A refund needs to take place asap ** this is ********.

  Business Response

  Date: 07/28/2023

  This is in reference to order 44524 for *********************, our customer support team has been continuously connected with her and helped her with her queries.

  As the product was backordered, we had faced bit of delay in fulfillment but we had responded to the customer and our team continued to work on fulfilling the order, for which tracking ID ************* for **** was shared to the customer on July ******* which shows delivered on July 27 2023. 

  We are attaching the order receipt, email communication with customer and tracking status update.

  We request the withdrawal of the complaint as we have delivered the products.

   

  Customer Answer

  Date: 07/28/2023

   
  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.
  Product was delivered as stated.

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

• Initial Complaint

  Date:06/20/2023

  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 NAC 600mg 1 180 capsules on March 17 of 2023 order #*****. They confirmed my order and I was deducted a total of $85.83. A month later nothing happened. I emailed them (nutriessential) and *********************** replied with an apology and said "*****,Thanks for reaching out. Satisfying our customers is very important to us and We are sorry we couldnt meet your requirements. I Fully respect your decision and can only apologize for any issue your business experienced.I have arranged for the query to resolve with the shipping department and asked our management team to take care to proceed.The previous bottles have been opened while checking by the customs, we have proceeded with the new bottle for you under the Nutritionist's name, ***************** so that it would be not held and will be delivered successfully to you.We are looking forward to providing the tracking information shortly."I then emailed again asking for a tracking and they gave me UA106576902US and when I again email them back and asked which courier was it shipped from, ***************************** replied from ***** Anyway, it was email back and forth because as you can see in the tracking it went through Africa and many places. It is fraudulent tracking which on Jun 5 it said it is delivered. Delivered to where you may say? It was delivered back to THEM in *******. What a scam!!!!! I asked for my refund but they are refusing to reply. I saw other complains and they seem to work like that. They will be dealt with by the law if they will not refund me ASAP with an apology.

  Business Response

  Date: 07/20/2023

  Dear customer,

  you have placed your order from ***** to be shipped to ***** from US and we have sent your order and provided you with tracking number which we including here as well right after you order UA106576902US . The order stayed in ***** customs and accessible by you since we are not sure why they held it for longer time then usual. You have even disputed this order even though it was shipped so we appreciate if you remove your dispute knowing that we are not in control of *** customs policy on certain supplements,

• Initial Complaint

  Date:04/24/2023

  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 Nutriessential on April 9, 2023 for an order totalling $536.20 USD. After 2 business days, I noticed my order hadn't updated with shipping and I reached out to enquire what the average shipping times were for this business. I received a reply on April 11, 2023 saying that my order would "ship soon" but no tracking information was provided. I reached out again on April 15th and was told my order was shipped, but no tracking information was provided, so I followed up again received tracking info allegedly for my package on April 17th. At the time, I believed this to be my shipment and was relieved to see it was scheduled to be delivered April 24th. The package was "delivered" today but to a home in ********, *******, when my address is in ****************. Nutriessential gave me someone else's tracking information just to placate me, and I believe had no intention of shipping my order to me. This is a not a legitimate business, beware ordering online.

  Business Response

  Date: 05/02/2023

  Customer requested her order to be shipped to ****** and our manufacturer do not ship directly to ****** so it has to be shipped to our ******************************* then they ship to customer standard shipping with ***** The center has sent the wrong tracking number and then they have corrected and sent the right tracking in which customer already received her products according to the tracking we have received. Our **************** Manager has called twice to update the customer and address her concerns. 

  Customer Answer

  Date: 05/02/2023

   
  Complaint: 19976133
  
  I am rejecting this response because if you look at the tracking I have attached., you can very clearly see that on April 28, 2023, I refused the order sent to me and the products have been redirected back to Nutriessential. I have attached tracking info from both *********** and **** that VERY CLEARLY show that the items were not delivered. You may also track yourself here: CJ198797479US (using *********** or **** as they have both handled the package.) 

  I refused the package because after waiting weeks for a resolution, and being sent fraudulent tracking info, I requested to REFUND the order. Nutriessential went against my wishes and sent me a replacement package. I couldn't wait weeks for them to get organized and correct the mistake, so I purchased the product elsewhere. Nutriessential continues to call and harass me, further marring this already very negative experience. 

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

  Business Response

  Date: 05/02/2023

  This is an international order and it takes more then a week to receive a package as we have explained to her. Initially she has claimed that the order has not been shipped even when we provided the correct tracking number after realizing that she has received the wrong tracking and now she claims that she sent the products back and we have not received yet neither do we have any proof of their return. We have over ******* customers and we have very good ratings with companies that reviews ecommerce companies so we do our best to maintain that image and we do appreciate positive customers that understand that sometimes a little mistake can happen but the important thing is to resolve it quickly ant that is exactly what we did here. 

  Customer Answer

  Date: 05/02/2023

   
  Complaint: 19976133
  
  I am rejecting this response because the business isn't even bothering to look at the tracking info. They as the sender are responsible for this product now, and the incessant calls and refusal to respond to emails is ridiculous at this point. Here's the timeline: 

  April 9th- Order placed

  April 12th- sent and inquiry to Customer Support to ask what their shipping timelines typically were- was given a standard reply saying I would receive an email with tracking soon.

  April 14th- I followed up as it had been 5 days with no update to shipping and no tracking info provided

  April 15th- received a reply saying my order had shipped, but failed to provide tracking info or proof of shipment

  April 15th- I requested tracking info, no reply

  April 17th- I followed up again to request tracking info, was given tracking info, waited for package. 

  April 24th- item was supposed to be delivered, it was a package that was delivered to ********, *******, thousands of miles away. This is when I realized customer support lied and provided fake tracking info. 

  April 24th- I requested a STOP to package and asked for a refund. This request was ignored, and instead I was told a lie about how my package had been "sent back" by customs and this time they would label it with a nutritionist info- who is not a real person, btw. 

  April 24th-April 30th, I sent over 15 requests for a refund, as after waiting weeks, I had to order this product elsewhere. 

  This business just needs to do due diligence and track the package. There is ZERO proof the shipment was delivered, and AMPLE proof it's on the way back to them, they're just being dumb and belligerent at this point and they need to stop harassing me with phone calls. There are many other negative reviews about their business practice, I know this isn't an isolated incident. 

  I've attached the entire email thread, and ONCE AGAIN- here's the tracking where you can CLEARLY see the product is being sent back to them: ***********************************************************************

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

• Initial Complaint

  Date:04/17/2023

  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.

  Ordered product April 2nd No credit card was charged Status of order has not changed since order placed No way to get in touch with them for status ipdate

  Business Response

  Date: 05/02/2023

  Customer has placed an order from ****** and it was shipped from ** as standard shipping and we have submitted the tracking number to the customer and have not heard back from her so we assume that she has already received it. Tracking is as follow:LZ312430734U