Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:03/26/2025

  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 was charged for products never ordered *** made attempts to have amount refund They responded by saying the products was sent to an address I no longer live at to get the product and send back unopened to get back I cant since I no longer live there

  Business Response

  Date: 04/03/2025

  Hi Team, 

  Thank you for notifying us about this complaint. Upon checking the details and our system, we processed a full refund for the customer's order. 

  Please see the attached files showing that a full refund was processed back to the customer's original payment method used. 

  Please let us know if you have further questions or need more information. Thank you! 

  -

• Initial Complaint

  Date:11/11/2024

  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 purchased a product online from Primal Harvest. I paid with my ****** account. The money was taken from my account in the amount of $25.71. Ive been emailing them asking where my product is and they are saying they have no information on this. They are saying I do not have an account and asking what email is on file because they dont have one, when in fact they do because I have an account under my email. Ive emailed several times with no resolution. I would like my money back!

  Business Response

  Date: 11/18/2024

  Hi Team, 

  I've reached out to ***** via email and phone call but did not speak to her. Instead, I left a voicemail letting her know that a full refund has been processed and email will be sent to her letting her know about the status of the refund. 

  Please see the attached files as proof for email correspondence and refund processed for: 

  ***** ******** (Order #*******) 

  Email: **************************** and Phone: ***************

  Please let us know if you need more information or have any questions. Thank you!

  Regards, 

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

  Customer Support Manager

• Initial Complaint

  Date:11/04/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Double charged for a bi-monthly order. for service *** even admitted it was an error on their part with the system refuses to refund me. Was told just to **** return to sender on the package with no tracking. And I really don't this company that much to return anything without tracking.

  Business Response

  Date: 11/07/2024

  Hi Team, 

  I spoke with ******* ****** yesterday and explained what happened and sent him an email with confirmation that we will refund the recent order and activate the subscription; he does not need to return the products in transit back to us. 

  The customer has opened a dispute for the charge, but we settled the dispute on our end by providing a full refund, which I processed successfully yesterday. Attempted to call him again today but left a voicemail for the email and informed him of the process and action taken. 

  The recent order is in transit: ****************************************************************************

  Please see attached files for the email communication and attached refund and confirmation. 

   

   

  Customer Answer

  Date: 11/08/2024

   
  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:10/31/2024

  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.

  When I submitted an order for this product, it was not relayed that they were out of stock or that it was on back order. I emailed them and they said that they would get a shipment in on the weekend. It is now four days past the weekend and I have not heard anything from them. I have requested twice for a refund and have been denied. I have not been provided tracking

  Business Response

  Date: 11/07/2024

  Hi Team, 

  Please see the attached files for the refund that was processed in full for the customer and the recent order that was delivered. 

  UPS tracking number
  92612903029087573064782891
  

  Thank you! 

  Customer Answer

  Date: 11/07/2024

   
  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:07/17/2024

  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.

  I Ordered 6 bottles of supplements, for a total of $184.18, i found out that i was allergic to an ingredient, they have a 90 day return policy , the product was purchased on 5/13, on 7/8 i requested a call tag to return the 5 open bottles, well under the 90 day return policy, and I have been told 5 times via email that they cant return it because their return process is not working, this is unacceptable, I would rather not contact my cc company to file a dispute I am dues $153.48

  Customer Answer

  Date: 08/12/2024

  Thank you  so much, I have also attempted a few more times to reach out to the vendor with no response 

  Business Response

  Date: 01/13/2025

  Hi Team, 

  The customer indeed reached out to us on 07/08/2024 and requested to return the products due to an allergic reaction while taking the products. Our team acknowledged and informed the customer that their request has been accepted and they are eligible for a refund for their request. Additionally, we informed the customer that due to our system transition and issues generating a return label, we are not able to provide the return label at the time to send the items back to us. 

  Our system shows that the customer filed a dispute for the total amount of $184.18 on their order through their ban. This dispute was resolved in the customer's favor and the amount was credited to their account (please view the attached files). 

   

  
  
  

  Customer Answer

  Date: 01/13/2025

   
  Complaint: 22001568
  
  I am rejecting this response because:
  
  Sincerely,
  
  ****** ******

  Back on 8/19 the BBB closed this with no response from PH, what they claim is true however they told me they would  get me a label,  which they never did or offer any other solutions I then left them a message on #************ and they never called me back 

  as far asI am concerned this was closed by the BBB 4 months ago  they can not now come back and expect payment 

  Customer Answer

  Date: 02/12/2025

  I responded on 1/13/2025

  what more do you need from me

  Customer Answer

  Date: 02/17/2025

  This is resolved as long as I don't get charged

   

• Initial Complaint

  Date:03/14/2024

  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.

  Primal harvest advertises money back guarantee. First I was told it only covers unopened bottles then that it was a limit of three. I purchased 5. They need to honor the guarantee or remove it from their advertisement. Definitely false advertising.

  Business Response

  Date: 03/18/2024

  My apologies for the confusion with our Money Back Guarantee policy. The support agent should have requested you to send back the unopened bottles and refunded you for 1 opened + all other unopened bottles in the order. 
  
  To save you any more inconvenience, I've gone ahead and refunded the remaining $85.31 of your order which is visible in the attached screenshot (titled 'BBB complaint - ********') and should have also been communicated in an automated refund email. 
  
  Please close this BBB case. 
  
  Thank you,

• Initial Complaint

  Date:10/26/2023

  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.

  Dear **************** Representative, On *********, an email was sent to the company Primal Harvest to cancel the recurring orders and products: 1) Order# ******* - Primal stress relief, 2) Order# ******* - Primal Sleep (see Att.#1). On the same day a response was received from the company that the Order# ******* was cancelled (see Att.#2), however for an unknown reason, the Order# ******* was not cancelled. Instead, it was processed and shipped despite of my request (see Att.#3). After communicating and expressing my concern to a customer service representative from ********************** (via chat), it was concluded to offer me a 25% ($5.99) of the total paid ($23.96), a decision that I consider unfair, since a cancellation request was sent in advance (see Att.#4). Considering this situation as a business error, I would like to request a full refund for the total paid ($23.96), instead of a 25%. If you need further information to process this request, please do not hesitate to contact me. Your time and support are kindly appreciated. Kind regards, ***********************

  Business Response

  Date: 10/27/2023

  Dear ****, 
  
  My apologies for the poor customer service you experienced with **********************. Normally our customer support team is very good at handling all subscription cancellation requests and needs, but unfortunately in your case, the situation was a bit trickier. Two separate accounts were created for each of your order subscriptions, one using *********************** and the other **********************. I believe this is what confused our agent to thinking they had handled the customer request, when in reality it was not completed. We are working to reinforce our training to make sure our customers always leave with a positive experience with Primal Harvest. 
  
  I confirmed with our team lead that orders from both accounts have been refunded, and subscriptions have been canceled. 
  
  I hope you receive this response well, and apologize that you had to escalate through the BBB. 
  
  Regards,
  
  Julian 
  Chief **************** -  Primal Harvest

   

   

   

• Initial Complaint

  Date:07/20/2023

  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.

  Beginning of July I bought $550 worth of product and yet 4 weeks later received nothing and they kept my money. A few days ago I messaged them and she said she'd send me shipping confirmation and expedite it and still nothing from them and they kept the money and product bad business I think it's a scammer

  Business Response

  Date: 07/21/2023

  Dear *****, 
  
  ******, the Chief Operating Officer for Primal Harvest responding here. First off, I apologize for the unsatisfactory experience you've received with your first Primal Harvest order. As our customer support team member **** responded to your inquiry on July 18th (see "Customer Support Response" attachment), unfortunately your order was put on a fraud hold by our system. This fraud hold was a result of the multiple attempts to use an invalid credit card number (see "Order History 1" and "Order History 2" attachments), this is a very common sign when fraudsters attempt to use stolen credit cards, and is deemed high risk of fraud by virtually all e-commerce payment processors. 
  
  Unfortunately Primal Harvest has been the target of significant fraud over the past months, so we have had to implement aggressive measures to prevent these criminals from taking advantage of Primal Harvest, and unsuspecting credit card holders. One of these measures is that we put orders on fraud holds when our system deems them high risk for fraudulent activity. 
  
  With that being said, we should have emailed you immediately after the order was put on hold, explaining the status and asking for your verification that the order is legitimate. I'm looking into whether this automated email was sent to you, but I do acknowledge that on occasion customers miss this communication and eventually find it in their spam folder. 
  
  After your email conversation with ****, I can assure you that our team took the proper action to get your order to you as swiftly as possible. Jeselle, the team manager, first removed the hold (see "Order History 2" attachment), ****, upgraded the shipping service to expedited (see "Fulfillment Shipping status update to Expedited" attachment), and the shipment was created by our warehouse (see "Current tracking status" attachment). 
  
  As you can tell in the "Current tracking status" attachment, your order shipped on July 19th and is out for delivery today. Here is the tracking link: *********************************************************************
  I apologize, the team should have shared this updated tracking information with you proactively without you needing to message us back. I've noted this to the team manager as a training opportunity. 
  
  I hope this explanation can ease your mind that Primal Harvest is not a scam. Once we were made aware of your order's status, our team took action to get it to you as quickly as possible, and barring any unforeseen issue, you'll be able to start trying your Primal Harvest products today. 
  
  Given your unsatisfactory experience, I've asked our customer support manager to issue at 15% refund to your order total, a total of $78.85. 
  
  I hope you find this communication and resolution sufficient enough to close your BBB complaint. 
  
  Lastly, I want to call out that the order you placed is a subscription order! Currently you will be recharged on $308.36 on August 8th, and $217.28 on October 8th. If you need help managing your subscription please email ********************************** or let me know in your response here and I can help you take care of it.

• Initial Complaint

  Date:03/14/2023

  Type:Sales and Advertising 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 tried placing an order with this company. Their website would not allow me to choose the correct fulfillment date so I ended up placing and canceling three orders before finally getting their system to accept the correct fulfillment date on the fourth order attempt. I then found that they had immediately charged my credit card for each of the cancelled orders and the completed order. I contacted them several times through the chat feature on their website. After three days they responded and said the orders had shipped but I could either return the three cancelled orders or accept 25% off and keep the items. I called them and agreed to the 25% off which was promptly applied to my credit card. However, TEN days later and not only have I not received the items, according to their tracking information they haven't even shipped. So I called again. The customer rep said shipment had been delayed and I could have them reshipped or get a refund. At this point, I chose a refund for all four orders, he said he would refund me for three orders. I said no, I wanted a refund on all four orders. He then argued with me that I had already received a refund for one order. I explained the partial refund of 25% on three orders but he did not believe me. After my phone call with the rep, he refunded the remaining charge (minus the previous refund of $13.92) of $40.40 for order #******, However, I have not received the $46.18 refund for order #******, the remaining refund of $41.76 for order #******, or the remaining refund of $41.76 for order #******. I have disputed these charges with my credit card company.

  Business Response

  Date: 03/15/2023

  The customer reached out to us on March 3 and did get a response on the same day not 10 days after and phone calls and requests have been processed. 

  Please see all the orders below and the status. Attached files are also proof that all orders have been refunded since March 3, 2023 orders. The *** are confirmation numbers of funds refunded. 

  
  Order #****** - 25% refund on this order  (customer agreed and accepted the 25% refund)

  #****** - canceled and refunded full amount

  #****** - 25% refund on this order (customer agreed and accepted the 25% refund)

  #****** - full refund 

  #****** - full refund 

  All refund confirmations have been sent to the customer via email. Please see the attached files. 

   

   

  Customer Answer

  Date: 03/16/2023

   
  Complaint: 19596781
  
  I am rejecting this response because: I have not received refunds for all orders. I received 25% off of order numbers 787066, ******, and ******, and a refund of the balance of one of those orders. However, I have not received a refund of the balances of two of the orders. I have also not received a refund for order #******. According to my credit card records, I have received a total of $82.16 in refunds but have been charged a total of $211.86. In addition, the statement that the company responded on the same day I contacted them is misleading. They did contact me on March 3, the date of my FIRST message, However, when I saw that my credit card had been charged for FOUR orders, I contacted them again on March 6 (image attached). It was this message that offered the 25% discount, which I accepted. On March 14 when I tried to track my shipment and found that NOTHING HAD SHIPPED, I called and talked to ***/**** who offered a refund to resolve the issue. It was this person who argued with my about the refunds I had received to date and it was this person who forced me to take these actions to get all of my money back. I will continue pursuing a refund for the remaining balance of $129.70 in charges through my credit card's dispute process.
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 03/17/2023

  Hi ******, 
  
  I really apologize for the poor experience you had with our subscription product, and for the subpar handling that our customer service team provided. That being said, it is in our interest to avoid these types of conflicts and as such, I, as the *** of Primal Harvest, have authorized a refund for all of the orders that you've highlighted as having issues. 
  
  Attached you will find the refund validation for 5 orders that were placed on March 3rd or later. I hope you accept this as a reasonable resolution, we have sent you the products for these orders and are not asking for them back. 
  
  Hopefully you've been notified by our support team at some point that refunds do take some time, up to 21 business days in some cases depending on how quickly your specific bank processes them. If you do attempt to file a chargeback, it will result in additional work on both ends, so I would ask that you wait a few weeks for the refunds to in fact process. 
  
  I'm also happy to help you directly as well if you send me an email to ************************ I know that you've been a customer for some time, and have only recently had issues with our product and service, I'd love to regain your trust and hopefully make you a loyal Primal Harvest customer again. 
  
  ******

  Customer Answer

  Date: 03/17/2023

   
  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,
  
  ***********************