Business ProfileforAlpha XTRM
Current Alerts For This Business
In September 2018, BBB contacted the business regarding its advertising of free trial periods of its products. Consumers that sign up for the free trial period are enrolled in a monthly subscription for additional products. BBB requested the business substantiate that the claims meet the standards outlined in BBB's Code of Advertising (Section 18, Negative Option Plans, Continuity Plans and Automatic Shipments). The Code maintains that "Any advertisement for a product or service that includes an offer to sell or provide consumers with additional goods or services under a negative option feature must include a clear and conspicuous disclosure of all material terms of the negative option feature." Material terms that should be clear and conspicuous include the existence of the negative option feature, the cost of the additional goods or services, how consumers can cancel and avoid future shipments and charges, and how consumers can return items that they do not want. The Code continues that "advertisers must avoid making disclosures that are vague, unnecessarily long or which contain contradictory language."
Additionally, BBB asked the company to substantiate claims made on its website about the efficacy or results of using the company's products. BBB requested the business substantiate the claims per standards outlined in BBB's Code of Advertising (Section 34, Claimed Results). Claims as to efficacy or results which will be obtained by or realized from a particular product should be based on recent and competent scientific or other objective data. Advertisers should be prepared to substantiate such claims.
As of this date, the business has not responded to BBB's request for substantiation about its advertising.
Additional business information
BBB has had significant complaint activity involving a large number of products that have their orders fulfilled and shipped by The Fulfillment Lab. Consistent throughout most of the product lines is a pattern of complaints concerning unauthorized and/or unexpected charges and unresolved refund disputes. Complaints filed by consumers state that they signed up for what they thought was a free trial of a product and later discovered additional unauthorized and/or unexpected charges to their credit cards for additional amounts.
A BBB Business Profile for The Fulfillment Lab, Inc. can be viewed at http://bbb.org/h/ju62
At-a-glance
Business Details
This is a multi-location business.
- Location of This Business
- PO Box 153201 #1093, Tampa, FL 33684-3201
- BBB File Opened:
- 9/24/2018
- Contact Information
Principal
- Customer Service, Customer Service Representative
Customer Contact
- Customer Service, Customer Service Representative
- Mr. Alex, Customer Service Representative
- Ms. Debbie, Customer Service Representative
- Additional Contact Information
Phone Numbers
- (855) 204-4869Other Phone
- (855) 204-5192Other Phone
- (855) 204-4869
Customer Complaints
12 Customer Complaints
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File a ComplaintMost Recent Customer Complaint
05/16/2023
- Complaint Type:
- Delivery Issues
- Status:
- Answered
Customer Reviews
3 Customer Reviews
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Most Recent Customer Review
Jason V
01/26/2022
Alpha XTRM Response
02/01/2022
With this situation our records indicate that the customer had disputed both of their 119.97 charges which were for the bottles that were received. When there is a dispute made and a customer never returned anything this causes the account to be flagged into the collections database as the customer has received the product and still has the product but disputed the charge and has been reimbursed so a collections call is made as an attempt to recover those funds.
In our defense this shows as the first interaction on the account other than a call on 10/24/21 in regards to the status of the account. There was never a call or email received in regards to a cancellation before the end of the trial. No returns were received.
As a professional courtesy we have taken the decision to remove the customer from the collections database. This customer does not and will not owe anything and have no debt with us whatsoever moving forward. No negative impact was made to the customers credit. The customer should be able to confirm that all collection activity will cease in 24-48 hours and if any kind of attempt is made within the 24-48 hour time period of removal from the collections database they are to simply ignore.
We have not received any kind of return however that is not an issue as we would like the customer to keep the bottles as a courtesy in hopes of resolving this in a positive manner.
We apologize if there was any kind of misunderstanding of how the program works. We always want to work together with the customer to rectify any situation and resolve any complaint with a positive outcome. Someone from our senior support team will contact this customer personally to get a better understanding of the situation and how we can improve in the future.
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