ComplaintsforThorne Research Inc

• Initial Complaint

  05/21/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Store is claiming their own Amazon store front is not an authorized seller and will not issue a refund despite having a 60 day quality guarantee. Their magnesium supplement causes severe stomach pain and they are not honoring their own policy.

  Business response

  06/03/2024

  The customer contacted ******************** via email on May 20th regarding their Amazon purchase.  Once we received proof of purchase from the customer, we requested the seller refund the customer for the product.  The attachment shows that the customer was refunded by Amazon on May 23rd and to allow 3-5 business days for the credit to be issued.

   

   

• Initial Complaint

  01/12/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I purchased the Advanced Health Panel on 1/9/24. The instructions for the panel indicate that after purchase, I should receive an email with lab order paperwork and that I will need to complete a health profile assessment online. It also says I will be able to schedule a lab appointment through my online profile. Thorne marked my order as complete on/around 1/10/24, but I did not receive the lab paperwork and could not access the health profile assessment. Additionally, when I click on test results to schedule a lab appointment per the instructions, the site says Explore Thorne Tests, as if I have not purchased the panel. I contacted customer service, and they responded within a couple of hours saying I should check my spam folder. I replied that I had already checked my spam folder, but customer service never responded again. On 1/11/24, I requested a refund since I still have not received the necessary documents or anything related to my order and customer service was unable to help. ******************** has not responded to my request, and they have not responded any further to my original email asking for help with the order.

  Customer response

  01/16/2024

  Thorne has issued a refund for my order, therefore resolving my complaint. Thank you so much for your help.

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

• Initial Complaint

  01/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  I was told by Thorne I would receive a free test kit for becoming a "black" status member. I have sent them over two dozen messages over the past six weeks requesting the free test kit, and they refused to provide the advertised free test kit.I requested the fertility test kit.The shipping address is:************************* *************************************** Attn: KJ95432 *******, ** 19973-1908 /////////////////////////////////////////////////////////////I placed an order (*******) on 10 December 2023 and still have not received all of the merchandise.

  Business response

  01/16/2024

  We have reviewed your account along with the messages you sent to our support team and the responses that were sent back to you. Per our findings, you received the free home test offering for reaching the black tier on web order *******, placed 7/31/23.  You ordered the Thyroid test, which was shipped free of charge for the Black tier benefit.
  
  On December 10th, you inquired about how often you are able to receive a free home test for being in the Black tier.  We responded to this email on December 12, that you only receive one free test,with a follow up email to you on December 13th, advising that the free home test offer would only be retriggered if you dropped from the Black tier, to Gold tier, then went up to the Black tier again.  If you remain in the Black tier however, you do not receive another free home test offer.  As the question was answered, there did not seem to be the need to answer the duplicated emails that asked the same question.  At this time you have received the free home test that is extended for reaching the Black tier. 
  
  As to your inquiry on web order 3979444.  We show that the **** 250 was shipped and delivered on 12/22/23.  The Pullover jacket that was ordered was on backorder at that time.  This item was shipped on 1/6; however, upon reviewing the tracking information it appears to be lost by USPS.  A replacement order will be sent to you to the address you provided in your statement.
  
  We hope this information is helpful and answers your questions.  In the future, so we can best assist you, it is preferred that you send only one email to ********************************** to avoid confusion and duplication of the same question.

  Customer response

  01/28/2024

  To Whom It May *************** style="outline: currentcolor !important;">
  I am currently forward deployed as an active duty military member, which sometimes causes delays to my ability to receive and reply to emails. 
  
  
  I am writing you to see if there is anyway possible you may be able to reopen this complaint so that I may address the company's response please?
  
  
  I have an entire email chain from this company showing the free test was returned to them in August due to my deployment.  I left before the test arrived at my home, and I never received the test.  They told me in the email I could email them when I was ready for the free test to be shipped.  
  
  
  Thank you for your help and attention with my matter.
  
  
  Respectfully,
  **********;

  Customer response

  01/31/2024

  In July 2023 I originally ordered a free test from Thorne.  However, the shipping took so long, I was sent to ****** on military orders in August.  I contacted Thorne and they stated to send the test back.  I was already in ******, so I requested a neighbor return the test to Thorne.  The test was "returned to sender" to Thorne in September.  I emailed Thorne and inquired how to obtain a replacement test when the time comes.  They stated I could email them and they would send the replacement test.  

• Initial Complaint

  12/11/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I am writing to bring to your attention my unsatisfactory experience with Thorne Research's subscription service. Despite placing an initial order for a health supplement, the company failed to deliver the product. Following my complaint to their customer service, I was advised to place a new order, which I promptly did.Unfortunately, a month has elapsed, and the supplement has yet to arrive. This is particularly concerning as the product is essential for my health and well-being. It is disheartening that a company that positions itself as a health-focused entity cannot ensure the timely and consistent delivery of vital supplements.Adding to my frustration, the customer service experience with ********************** has been subpar. The representatives displayed a disregard for my concerns, leaving me feeling ignored and undervalued as a customer.I trust that the ********************** will thoroughly investigate this matter to prevent other consumers from enduring similar inconveniences. I hope Thorne Research takes immediate action to rectify these issues and improve its service standards.

  Business response

  12/12/2023

  Dear Ms.

  I am reaching out in reference to your recent experiences with needing help in getting product to you in a timely manner.  I am truly sorry for the delay in receiving the supplement B133 5 Mthf 15 mg.  As I took at this closer, I have realized this has been discontinued with keeping the lower dose as a go to 1 mg or 5 mg.  Please know we do send out messaging to our customers via email and at times these things may go into spam.    I will be canceling the subscription on the B133. If you would like to start up for the other sizes I can honor a 20 % discount on the initial order with a note being placed in the comment section to honor the subscription discount
  

  I have included an article of why certain products are discontinued or out of stock.
  *********************************************************************************************************************************
  
  I feel terrible this was not addressed upon your call initially.
  
  I can overnight the next size of the 5 MTHF 5 mg > 2 bottles for the long delay in getting the product to you in a timely manner to the address we have recently shipped to you.
  
  Please let me know if this is the correct address so I can ship the 2 bottles of 5 Mthf 5 mg to you as soon as possible.
  
  I am also reviewing process with our team for further training on views of our Inventory so that this will not occur in future. 
  
  I appreciate your time and patience with giving this opportunity to make things right.   If I can help further, please let me know.
  
  Kind Regards,

• Initial Complaint

  04/27/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  In January, I was charged $47 and I recieved no product. I have had previous subscriptions before; I figured this was an error. I attempted to sign into the my account, my email was "invalid". I know I have signed in before. I attempted to change password, I was prompted that the new password was sent to my email, it did not happen. I attempted to email Thorne, they did not respond. I disputed the charge with my credit card, and the issue was resolved. I saw two charges 4/21 and 4/19 of $60, I have recieved no email about a subscription, I have recieved no product and I am expecting nothing. I have immediately disputed the charges, emailed Thorne and changed my credit card.

  Business response

  04/28/2023

  We are very sorry to hear about your experience.  We received an email from you on 4/27 and are actively investigating the issue.  Our apologies that the response has been delayed.  We found that your account appears to have been compromised, with the email being changed.This is why you have been unable to access your account.  Please know we take the security of our customers seriously and make all reasonable efforts to protect your information by using safeguards designed to improve the security of the information we maintain.  However, because no electronic transmission or storage of information can be completely secure, we are unable to guarantee that unforeseen issues, such as this, will not occur.  We have notified **************** of the chargebacks you have initiated and closed your account entirely.   Please contact **************** at ************ should you have any questions.

• Initial Complaint

  04/15/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  THIS COMPANY IS RETARDED WITH THE AMOUNT OF TIMES IT HAS SHOWN UP. REMOVE THE **** AD BEFORE I LOOK UP YOUR NUMBER & FILE A COMPLAINT WITH YOUR CEO

  Business response

  04/26/2023

  Please email a screenshot of the Game Ad you are referring to, to **********************************. We do not have game ads on our website, so are unsure what you are referring to.

• Initial Complaint

  04/11/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  They will take your social security number and personal information if applying for ambassador program and still deny you. Few days after I gave my information I had an attempt to take a loan out in my name. Watch out

  Business response

  04/24/2023

  Part of our application process for the Ambassador program is to obtain SSN or EIN as there is a commission associated with this program.The information is required in order for rebate checks to be issued to the Ambassador.
  
  We are sorry to hear that your application for the program was denied; however, Thorne takes the security of our customers very seriously and make all reasonable efforts to protect your information by using safeguards designed to improve the security of the information we maintain.
  
  Your account and all associated information have been deleted per your request.

• Initial Complaint

  07/07/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I ordered a stress test that involved evaluating cortisol and dhea levels four times a day from samples from Thorne. I did exactly what the testing required. I have done this before with another company. The results: The graph shows a normal morning cortisol with a number ... directly under the graph the text says my morning and afternoon levels are low which contradicts the graph and gives me NO answer. Also I have no test results numbers from the three other times for the cortisol that I sent in ... however they said I have high levels of cortisol at night with no numbers and nothing correlating to that to follow on the graph. As a result I have NO results. I paid ****** dollars for this test with tax and I have nothing to show for it. when I call the company no one that answers the phone has any idea about the testing. and they say they will have someone call me back. no one has. I have asked for my money back they say there is no refund. However I have NO results for this testing. ONE PLACE IT SAYS NORMAL BELOW IT .. IT SAYS NOT NORMAL AND I HAVE NO RESULTS FOR THE OTHER THREE TIMES I WANT MY MONEY BACK

  Business response

  07/08/2022

  We see that you contacted customer service on July 7th regarding your dissatisfaction with the test results you received.  A full credit in the amount of $168.48 was issued to your credit card on July 7th and should post to your account in 5-7 business days.

   

  Thank you.

  Customer response

  07/12/2022

   
  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 a pending credit in my bank account for the full amount I paid for this test. It is still pending but it looks like they are refunding me in full. If this changes I will let you know 
  

  Thank you so much 
  

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

• Initial Complaint

  03/24/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I have canceled my subscription with this company twice. Both times they have continued to **** me and I have NEVER received any product!!!!! EVER!! So even though they are ignoring my cancellation they still arent even ending me the product!!!

  Business response

  03/25/2022

  We apologize for the recent experience. Upon our investigation we see cancellations of your orders and have confirmed with our accounts receivable team that we have not captured funds on your account.  We pre authorize credit cards at the time an order is placed and these show as a pending charge.  Unfortunately some banks hold onto these pending charges and most of these pending charges should drop off in 1 3 days.  Please know we have not captured any funds from your account and encourage reaching out to your financial institution.  We hope this information is helpful.

  Customer response

  03/25/2022

   
  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,
  
  ****** Shock

• Initial Complaint

  03/02/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I placed an order on February 11. I never received it or any follow on shipping delays. I emailed the company and got no response. I called on February 28 and was told by a rep that the item would be shipped as soon as possible and that i would receive a confirmation email but never received a confirmation. Frustrated, I called to cancel the order on March 2. The rep told me it was canceled and i would get a confirmation email. I let customer service know that i was frustrated in a reasonable manner and I was hung up on. Now I have no confirmation of the cancellation. I just want my money back and to never have to deal with this company again.

  Business response

  03/03/2022

  We apologize for not sending a confirmation.  Please know the Supervisor has been notified of the occurrence and has also reach out.  In addition,  the order was cancelled on 03/02 and that any pending authorizations to your payment will drop off.  If this does not occur please let us know as funds were not captured.

*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. ↩