Complaints

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

• Initial Complaint

  Date:09/26/2024

  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.

  Hi, my mane is ***** ****. I purchased Vital Gut on July 13, 2024 to cure my constipation. They claim the supplement will help improve all different types of stomach ailments, primarily- constipation. I purchased 6 bottles due to a significant discount that was offered to me. The price for i bottle sold for $49.95. However, buy 6 bottles my price reduced to $149.95 ($24.99 per bottle) in addition to 10% off, making my total $134.96. The no hassle 100% moneyback guarantee enabled me to have a ease of mind. No later than an hour after I completed my initial 6 bottles, I received an email that offered me even more discount for an additional order, the offer was 6 more bottles for $112.47. Again, with the 100% no hassle guarantee, I felt very comfortable. I took the supplements for an entire month, from day one I felt very constipated, more so than normal. I waited a few **** weeks and no improvement. I contacted Vital Nutrition to request a full refund, they asked me to continue using the products for a few more months - they went as far as to extend my refund eligibility for an undisclosed amount of time. So I did for a few more months and no results! Complete waste of time! I requested a full refund (which was promised), they are now offering only 50% refund! This is an unethical company - I know this because I wrote a 1 star review and I have yet to see my review! So their 4.9 stars is extremely misleading which was information I leaned on before my purchase.

  Business Response

  Date: 10/13/2024

  Hello Team,
  
  I hope this message finds you well. I am writing in response to the complaint filed by ***** **** with the Better Business Bureau (Complaint ID: *********.
  
  We take all customer feedback seriously and are committed to addressing and resolving any concerns to the best of our ability. Here is a summary of our response to the complaint:
  
  Issue Summary:
  Customer requested to return the order after experiencing constipation when taking the product.
  
  Our Response:
  As part of our Retention efforts, we advised the customer to keep the order for later use or to share with a loved one who will benefit from the supplement.
  
  Resolution:
  We practice Green Return hence we are not asking our customers to return their orders. This is clearly stipulated in our website. Since the customer did not accept our offer, we have processed her refund according to our Return and Refund Policy. We stand by our policies and our Return policy is posted in our website and was shown to the customer during teh check out process.
  
  We sincerely apologize for any inconvenience this situation may have caused and are committed to making things right. We have contacted ***** **** directly to discuss and resolve the matter. We hope this resolution meets their satisfaction as we did not receive any response from them.
  
  Thank you for your assistance in this matter. If you require any additional information or documentation, please do not hesitate to contact me.
  
  
  Warm regards,
  
  Jessa **** ******
  Vital Nutritive Customer Care 

• Initial Complaint

  Date:09/17/2024

  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 August 29, 2024, I placed an order for three bottles of Vital Hair Complex. My credit card was charged $99.95. The order # is ***** and the tracking # is **************************. I have not received the product. I contacted the company and they referred me to a tracking linkhttp://wwwapps.ups.com/WebTracking/track?track=yes&trackNums=**************************&loc=en_us. I have checked this link almost daily and each day it says the estimated delivery date is 7:00 pm on that date. I have received a questionable text stating U.S. Customs has detained and requesting my credit card information. I want my credit card to be refunded in the amount of $99.95.

  Customer Answer

  Date: 09/20/2024

  Issue has been resolved.

• Initial Complaint

  Date:09/06/2024

  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.

  I recently ordered 6 bottles of hair vitamins from this company. Right after ordering them, I was advised by a medical professional not to take them because of other medications I am prescribed. Literally with 3 hours of placing my order, I tried to contact the company to cancel my order. There is no phone number to reach this company noted anywhere. So, I emailed the company and advised that I wanted my order cancelled. I never heard back for several days until I received tracking information and information that my order had shipped. I had been continuing to email throughout this time. The vitamins arrived and I again emailed and insisted on a full refund. After numerous increasingly hostile emails I was advised that I was being given a 50% refund because it is their policy that on multiple bottle orders, they only refund 50%. That is not my problem. The order should never have been sent to me and I want the remainder of the money they took from me refunded. This is a horrible company. They continue to ignore my emails and seem to completely lack morals and ethics. I was refunded $67.46 of the $135.95. I would like the balance of $67.49 refunded to my credit card.

  Business Response

  Date: 09/23/2024

  Hello Team,
  
  I hope this message finds you well. I am writing in response to the complaint filed by ***** ******** with the Better Business Bureau (Complaint ID: *********.
  
  We take all customer feedback seriously and are committed to addressing and resolving any concerns to the best of our ability. Here is a summary of our response to the complaint:
  
  Issue Summary:
  Customer requested to return the order due to Medical Reasons.
  
  Our Response:
  As part of our Retention efforts, we advised the customer to keep the order for later use or to share with a loved one who will benefit from the supplement.
  
  Resolution:
  We practice Green Return hence we are not asking our customers to return their orders. This is clearly stipulated in our website. Since the customer did not accept our offer, we have processed her refund according to our Return and Refund Policy. Policies are in place to protect the welfare of both parties. We are selling supplements and asking customers to return the product may degrade its quality while in transit. 
  
  We sincerely apologize for any inconvenience this situation may have caused and are committed to making things right. We have contacted ***** directly to discuss and resolve the matter. We hope this resolution meets their satisfaction as we did not receive any response from them.
  
  Thank you for your assistance in this matter. If you require any additional information or documentation, please do not hesitate to contact me.
  
  
  Warm regards,
  
  Jessa **** ******
  Vital Nutritive Customer Care 

  Customer Answer

  Date: 10/08/2024

   
  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.
  
  I have now received a full refund for the supplements that I had requested to be cancelled. Jessa did fail to advice you that I did thank them for refunding my money.

  Thank you, BBB, without your intervention, I am not confident that I would have had this wonderful outcome!!!

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

• Initial Complaint

  Date:09/05/2024

  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 the product by mistake on August 17, 2024. I recieved it on August 27, 2024. I did not open the package. Since then, I have tried to contact the company numerous times via email to initiate a refund. They do not list a phone number. I am perplexed as to why no one responds when their policy states they will have someone contact you within 24 hours. I have never had such a terrible experience with a company before. I am hoping that this is not a scam and my money is returned to me. I am a senior and on a fixed income. Thank you.

  Business Response

  Date: 09/23/2024

  Hello Team,
  
  I hope this message finds you well. I am writing in response to the complaint filed by ******* ******* with the Better Business Bureau (Complaint ID: *********.
  
  We take all customer feedback seriously and are committed to addressing and resolving any concerns to the best of our ability. Here is a summary of our response to the complaint:
  
  Issue Summary:
  Customer requested to return the order due to Medical Reasons.
  
  Our Response:
  As part of our Retention efforts, we advised the customer to keep the order for later use or to share with a loved one who will benefit from the supplement and offered partial refunds.
  
  Resolution:
  We practice Green Return hence we are not asking our customers to return their orders. This is clearly stipulated in our website. Since the customer did not accept our offer, we have processed refund according to our Return and Refund Policy.
  
  We sincerely apologize for any inconvenience this situation may have caused and are committed to making things right. We have contacted him directly to discuss and resolve the matter.
  
  Thank you for your assistance in this matter. If you require any additional information or documentation, please do not hesitate to contact me.
  
  
  Warm regards,
  
  Jessa **** ******
  Vital Nutritive Customer Care 

  Customer Answer

  Date: 09/23/2024

   
  Complaint: 22243054
  
  I am rejecting this response because:
  
  Sincerely,
  
  ******* *******

  Customer Answer

  Date: 09/23/2024

  Hello,

  I inadvertently sent a blank prior message to you without any content.   While this company sugar-coated it's response to you, the reality is that it took me over a dozen emails to them since July of this year to get their attention.  They addressed a medical issue as the reason for my request to return their items.  That is false.  I simply ordered it by mistake.  I even tried to contact them the same day, however, this company's only means of communication is through email.  (No phone numbers).  That should have tipped me off.  Their "Green Policy" is s a sham.  It is a policy to "protect the environment" by not accepting any product return through delivery services, even though that is how they send out their products.  How ridiculous is that?  They stated that they reached out to me to resolve this.  They didn't inform you that they tried numerous times to wear me down and sell me this product at a reduced cost to circumvent my attempts at returning it.  They finally gave me 1/2 of my total purchase back and claimed it was their policy not to give a full refund for multiple items.

  In my 60 years of being a consumer, I have never came across a business as unscrupulous, manipulative and fraudulent as this company.  I assure you that you will receive additional complaints from customers regarding this company.  They appear to continue business as usual by their unconvincing boilerplate response from their "customer service team".

  Speaking of such, I hope this message finds the folks at the BBB " in good health" as well.  I am hoping that you will help me collect my full refund.  I am happy to pay to return the unopened product I recieved from them as well.

   

  Thank you!

   

  ****

  Business Response

  Date: 09/26/2024

  We would like to address the concerns raised by our customer regarding their purchase and the subsequent request for a refund.

  As previously communicated, we have made every effort to resolve the situation amicably, and as a one-time courtesy, we issued a full refund to the customer, despite the fact that our policies clearly state we offer a 50% refund on multiple-item orders under our Green Returns policy. This policy is clearly outlined on our website and is in place to reduce environmental waste while maintaining transparency with our customers.

  We take pride in operating as a legitimate company that stands by its policies and commitments. We encourage all customers to review our return and refund policies before purchasing to avoid any confusion. It is always our goal to provide outstanding customer service and resolve any concerns fairly. We regret that this situation escalated to a complaint, but we hope this demonstrates our good faith in handling the issue.

  We kindly remind customers to refer to the policies listed on our website to avoid misunderstandings and to ensure a smooth transaction process.
  Thank you for your attention to this matter.

   

  Warm regards,
  
  Jessa **** ******
  Vital Nutritive Customer Care 

• Initial Complaint

  Date:09/02/2024

  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.

  On about 7/22/24 I placed an order for the vital gut health 4 in 1 formula. On the Vital Nutritive Site there is a 60 day money back guarantee. On 8/19/24 I sent an e-mail about getting a refund. I did receive an e-mail back stating that they received my message and someone would respond as soon as possible usually within 24 hours. I could never find a phone number to call. On 8/22 I sent a follow up e-mail. On 8/27/24 I sent another e-mail asking for a customer service phone number. On 8/28/24 I sent another e-mail telling them I would be filing a complaint if I didn't get a response. I also sent a message through their website (I forgot the date). Here I am, waiting and waiting and no one getting back to me. I would like a refund.

  Business Response

  Date: 09/23/2024

  To whom it may concern;
  
  Good day!
  
  I am writing this as a response to the complaint filed by our customer, **** ********. We are more than willing to help **** regarding her request to return the order however we did not receive a response from her.
  
  We therefore request the closure of this request and we will reach out to the customer to resolve this issue amicably.
  
  Have a great day!
  
  
  Warm regards,
  
  Jessa **** ******
  Vital Nutritive Customer Care 
  
  

  Customer Answer

  Date: 09/23/2024

   
  Complaint: 22228491
  
  I am rejecting this response because:
  I have sent numerous emails and have gotten no response. The reply they sent was via a chat online but I never got that response because you have to be logged in to receive it. I requested a response via email or for a telephone number so I could speak with someone. The pills did not agree with me and made me extremely bloated and uncomfortable. I just want to return the product and get a refund. If they would give me a mailing address for the return and refund me the issue would be solved.
  Sincerely,
  
  **** ********

  Business Response

  Date: 09/26/2024

  Dear BBB Representative,

  We would like to address the recent concerns raised by our customer.

  We can confirm that we have responded to each message the customer has sent. However, it appears that the customer may not be receiving our responses. We encourage the customer to check other folders in their email, such as the spam or junk folders, as our replies may have been directed there.

  Our goal is to resolve this matter swiftly, and we are ready to assist the customer once they are able to receive our communication. We stand by our commitment to provide the best customer service possible.

  Thank you for your attention to this matter.

  Warm regards,
  
  Jessa **** ******
  Vital Nutritive Customer Care 

  Customer Answer

  Date: 09/29/2024

   
  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:08/28/2024

  Type:Customer Service 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 July ******* I purchased the Vital Hair Complex from Vital Nutritive I received and began taking the vitamins.. I can no longer take these due to health issue. I reached out to the company on 8/20 to request a return and refund. They have a 60 day money back guarantee . I received a email immediately stating they got my request and I would hear from them within 24 hours.. a week went by and I heard nothing. I emailed again on 8/26, and received the same email back from them. I waited another 24 hours and emailed on 8/27. And have yet to receive any response.All I want is a refund for my purchase.

  Business Response

  Date: 09/23/2024

  Hello Team,

  I hope this message finds you well. I am writing in response to the complaint filed by ***** ****** ***** with the Better Business Bureau (Complaint ID: *********.

  We take all customer feedback seriously and are committed to addressing and resolving any concerns to the best of our ability. Here is a summary of our response to the complaint:

  Issue Summary:
  Customer requested to return the order due to Medical Reasons.

  
  Our Response:
  As part of our Retention efforts, we advised the customer to keep the order for later use or to share with a loved one who will benefit from the supplement.

  
  Resolution:
  We practice Green Return hence we are not asking our customers to return their orders. This is clearly stipulated in our website. Since the customer did not accept our offer, we have processed her refund according to our Return and Refund Policy.

  
  We sincerely apologize for any inconvenience this situation may have caused and are committed to making things right. We have contacted ***** ****** Felch directly to discuss and resolve the matter. We hope this resolution meets their satisfaction as we did not receive any response from them.

  
  Thank you for your assistance in this matter. If you require any additional information or documentation, please do not hesitate to contact me.

   

  Warm regards,
  

  Jessa **** ******
  Vital Nutritive Customer Care 
  
  

  Customer Answer

  Date: 10/01/2024

   
  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,
  
  M ******-*****

• Initial Complaint

  Date:08/16/2024

  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 Vital Hair Complex tried reaching the company send several emails , they do not have phone number, they never replied.I need to returned the unopened bottle of the complex as my doctor does not want me to take it. They do not reply or have a phone number. Claim money back guarantee if not satisfied. this business is a shame.

  Customer Answer

  Date: 08/19/2024

  they have finally contact me and are going to credit my **** with the charges , Thank you for your help Vivien *************

• Initial Complaint

  Date:07/10/2024

  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.

  On May 28, 2024 I made 2 purchases that said I could have refund within 60 days. When the 2 orders were received, It was not as advertised so I wanted a refund. I gave them my name, email address, telephone number and message asking how to return products and I wanted to talk to a live person. All of this was through a chat on their website which said they would get back to me in ***** hours. I messaged several times. I can not follow chat because I do not see any history of my messages. They go away. There is no telephone number or email or any way to contact them except through this chat and no one has ever responded. I did see a partial refund on my credit card but no correspondence has been given to me. The company has not responded to me in any way, not by my email or by my telephone. number provided. I uploaded the transactions on my credit card. I paid a total of $353.76 and I see a credit of $120.88 on my credit card. There is still an outstanding balance of $232.88. It is still within the 60 days that I can return the products. No one will respond to me. I will only be happy with a complete refund as they promised.

  Business Response

  Date: 07/15/2024

  To whom it may concern;
  
  Good day!
  
  I am writing this as a response to the complaint filed by our customer, *******************************. Please note that we already have processed her refund as requested and honored her request for a full refund even though our Refund Policy states that only a 50% refund is due for bundled ordered. Please find attached evidence for your reference.
  
  In addition, a refund notification has been sent to the customer as well so she is aware of the refund that was processed.
  
  We therefore request the closure of this request as this has already been resolved.
  
  Have a great day!
  
  
  Warm regards,
  
  ***************************
  Vital Nutritive Customer Care 
  
  

• Initial Complaint

  Date:05/29/2024

  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.

  I purchased 4 bottles of the Vital Gut Health with the belief that if the product didn't work, I could request a refund within the 60 day guarantee. The product was delivered on May 11 and I requested the refund on May 22. I received a response that the company would get back to me within 3 days regarding the return. I never heard back from them. I sent 2 more emails and left a message on their AI system to no avail. For any other potential buyer, please be aware that their "60 day guarantee" is not the guarantee that you expect, nor is it explained in their advertising. You must read the *** section clearly to know what you are getting into. I would still like to receive a refund of the product, but I probably will not get it. Don't buy from them. They do not stand by their product to ensure that their customers are truly happy and satisfied with the purchase.

  Business Response

  Date: 06/28/2024

  To whom it may concern;
  
  Good day!
  
  I am writing this as a response to the complaint filed by our customer, **************;******. We have reached out to the customer acknowledging her feedback and suggested to continue using the product for 2-3 months to see if she will observe any improvements with her situation however we have not heard back from her and instead filed this complaint. We value our customer's feedback and is waiting for her feedback as we have reached out to her again.
  
  We will assist her abiding to our policy and standing by our promise however, we prefer to keep the communication open between us and our customer.
  
  We therefore request the closure of this request and we will update you upon coming up with a resolution to this case.
  
  Have a great day!
  
  
  Warm regards,
  
  ***************************
  Vital Nutritive Customer Care 
  
  

   

   

  Customer Answer

  Date: 07/15/2024

  Thank you to Vital Nutritive. They did honor the return and refund. It is greatly appreciated. You can see the response from the attached email.

• Initial Complaint

  Date:05/13/2024

  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 placed an order and it mentions it will be shipped in 24 hours and it has not. I reached out via email with no response. I would like to cancel my order and have my money refunded. Thank you.

  Customer Answer

  Date: 05/28/2024

  I received my package. Thank you. After not hearing from the company after I paid my funds, I thought this was a scam to get my money. I think its best that they at least respond quicker to emails. After 3 days of no response, and after reading BBB reviews I felt the need to reach out to BBB as well. Their website does state theres a ***** hour turnaround status of shipment, and I never got such notice, which led me to believe I, too, was being scammed. I actually got a response from the company 2 weeks after I ordered the product and when it arrived. With all the schemes that goes on in ******* its only right to respond to someones email quicker than two weeks. Nonetheless, I received my product and Im satisfied with my purchase. Really wish I had a better experience with the company with quicker responses to ease my thoughts of them, but that will probably be the last time I order. Thanks again. 

  Business Response

  Date: 05/29/2024

  To whom it may concern;
  
  Good day!
  
  I am writing this as a response to the complaint filed by our customer, *****************************. We have responded to the customer and provided her with an update of her order. Her order has already been delivered and have informed her via email. The email status also showed that she has read it however, we did not hear back from her whether she'd like to return it. At this point, we can no longer cancel the order as it has already been delivered to her. Furthermore, the customer did not reach out to us again whether she needs help with anything else. 
  
  Please find the attached screenshots as evidence.
  
  We therefore request the closure of this request as we feel that this case has already been resolved.
  
  Have a great day!
  
  
  Warm regards,
  
  ***************************
  Vital Nutritive Customer Care 
  

  Customer Answer

  Date: 05/29/2024

   
  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,
  
  *****************************