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:09/27/2024

  Type:Sales and Advertising Issues
  Status:

  UnpursuableMore 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.

  Advertised 5 bottles for $40 and charged me $200 sent product back they got it and keep making excuses they cant refund me. Call weekly they tell me ***** hrs its been since 2/15/23 and have yet received my payment

• Initial Complaint

  Date:01/03/2024

  Type:Product Issues
  Status:

  UnpursuableMore 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 original order and then one supplemental order to follow. I received my product for these two orders. This took place in January. Since then, I have been billed over $50 a month. I have not received further orders and DID NOT receive product. I did not wish to receive the product after my first two orders but continue to be billed monthly. I need this to stop. The most disappointing thing is if I am being billed should. I not have been receiving the product? I want this to stop and to be issued a refund as I never asked to sign up for a subscription AND never received the product,

• Initial Complaint

  Date:12/06/2023

  Type:Customer Service Issues
  Status:

  UnpursuableMore 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 do NOT know if this is the correct company name. All email correspondence simply says "customer care" and "buykluxebrands.com"I have been trying since March to receive a refund for the purchase I made and returned.I have a string of emails that state they received the items and I would be refunded. That has not happened. I have reached out to them almost every week by phone **************. I am told every time they have sent a request to their billing **** and they would get back to me. No one ever contacts me.

• Initial Complaint

  Date:09/20/2023

  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.

  I was overcharged for merchandise I never ordered. I received a Return Authorization to return all the merchandise. I have provided full proof of return of all the merchandise. The company refuses to credit me with the merchandise I returned.

  Business Response

  Date: 09/25/2023

  Hello *****,
  
  We appreciate you making us aware of your negative experience. While we'd love the opportunity to regain your trust, we understand how frustrated you must be. Our deepest apologies for any inconvenience this may have caused you.
  
  We've looked into the issue, and unfortunately, we can provide no further assistance on your account since you went through the chargeback process with your bank instead of working with us. I want to assure you that all your accounts with us have been closed. In this case, please do coordinate with your bank.
  
  Thank you for understanding. If you need anything else, let me know if I can help.

• Initial Complaint

  Date:08/31/2023

  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.

  Product advertised 4 bottles $40 took out $200 feb 21 from account I sent it back they got it march 5. Keep getting run around from staff and supervisors that they send me electronic checks never received, was told they would send out physical check and later supervisor says they cant send physical checks. Call every week for the last 7 months they say they cant send it back to my account blaming my bank, bank hasnt received anything. Am told it will be fixed **** days then ***** hrs and still no money 7 months later.

  Business Response

  Date: 09/06/2023

  Hello,
  
  I hope this letter finds you well. We sincerely apologize for the delay you have experienced in receiving your refund. We understand the inconvenience this has caused you and would like to assure you that we are taking immediate steps to rectify the situation.
  
  The delay in issuing your refund was due to an unforeseen internal issue that temporarily affected our refund processing system. Please accept our sincere apologies for any frustration or inconvenience this delay may have caused you.
  
  We are pleased to inform you that our team is actively coordinating with our finance department to expedite the processing of your refund through an Echeck. This method has been chosen to ensure a swift and secure transaction. We understand the urgency of your situation and are committed to resolving it as promptly as possible.
  
  Rest assured, our dedicated team is closely monitoring the progress of the refund process. We will personally reach out to you as soon as we receive updates regarding the status of your refund. Our goal is to provide you with a seamless and hassle-free experience moving forward.
  
  Once again, please accept our sincerest apologies for any inconvenience caused by this delay. Your satisfaction is of utmost importance to us, and we are committed to resolving this matter to your complete satisfaction.
  
  Thank you

  Customer Answer

  Date: 09/07/2023

   
  Complaint: 20550255
  
  I am rejecting this response because: I have heard this same response from them over 7 months and yet nothing has changed and I continue to get the run around. I would like to be given an estimated time of when I will get my money back and due to the inconvenience I think I should get my full refund because it was falsely advertised, no one told me there was a $5 restocking fee per bottle that I never used or opened, and due to the ridiculous long delay. 
  
  Sincerely,
  
  *************************

  Business Response

  Date: 09/13/2023

  Hello *******,

  We understand your frustration and are working diligently to resolve this matter. Unfortunately, some unintentional delays from our clients' end have caused a minor setback. Nevertheless, we are in constant contact with the department that issues these checks and is making them aware of this inconvenience. It is our humble request that you allow us to rectify this delay. Once the check has been successfully sent, we will, of course, notify you immediately. 

  Thank you for being patient with us and be assured that we value you as one of our top customers.
  

• Initial Complaint

  Date:08/30/2023

  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.

  Been back and forth with them since I returned the product Im January 2023. They owe me a refund of $144 and say its coming in an e check and never does and hasnt. I need my refund of $144

  Business Response

  Date: 09/05/2023

  Hello,
  
  I hope this letter finds you well. We sincerely apologize for the delay you have experienced in receiving your refund. We understand the inconvenience this has caused you and would like to assure you that we are taking immediate steps to rectify the situation.
  
  The delay in issuing your refund was due to an unforeseen internal issue that temporarily affected our refund processing system. Please accept our sincere apologies for any frustration or inconvenience this delay may have caused you.
  
  We are pleased to inform you that our team is actively coordinating with our finance department to expedite the processing of your refund through an e-check. This method has been chosen to ensure a swift and secure transaction. We understand the urgency of your situation and are committed to resolving it as promptly as possible.
  
  Rest assured, our dedicated team is closely monitoring the progress of the refund process. We will personally reach out to you as soon as we receive updates regarding the status of your refund. Our goal is to provide you with a seamless and hassle-free experience moving forward.
  
  Once again, please accept our sincerest apologies for any inconvenience caused by this delay. Your satisfaction is of utmost importance to us, and we are committed to resolving this matter to your complete satisfaction.
  
  Thank you
  
  

  Customer Answer

  Date: 09/05/2023

   
  Complaint: 20544443
  
  I am rejecting this response because:
  I completely reject this response. Ive gotten a dozen of these responses. I need at least $144 refunded to me asap. They keep saying an e check is coming but never does. Send me my e check or paper check asap.
  *****

  Business Response

  Date: 09/06/2023

  Hello *****,

  We understand your frustration and we apologize for the long wait. We verified that the refund through an electronic check amounting to $144.85 was already submitted to your email address ************************ on 09/06/2023. Kindly double-check your inbox, spam, and junk folders to look up the refund we sent.
  
  Thank you for being so patient. If you need anything else, let me know if I can help.

  Customer Answer

  Date: 09/08/2023

   
  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. Thank you guys so much!! I finally got my refund! Wouldnt have gotten if wasnt for you! Thank you thank you!!!!
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:07/14/2023

  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.

  On 2/21/23 I called KetoLuxe to order a special on dietetic gummies for $39.+as per an ad from my I phone. I gave them my card # and purchase was declined. Which I thought was very unusual. The next day while checking my bank account, I saw this company placed a $248.+! Of course I called them to complain. They gave me instructions on how to return pkge. and said they would credit my acct.. A while later I called them and they had recd. the pkge. And would be issuing me a credit.Today is 7/14/23. I still havent recd. my credit. After numerous calls and putting a claim in through my bank I still have not received my credit. This underhandedness has cost me much money. My auto payments got backed up for insufficient funds which I had to pay for.I am a Senior on low income and not only find this heartbreaking, it is disgusting.I can only imagine how many Seniors have experienced this scam.

  Business Response

  Date: 07/18/2023

  Hello *****,

  We hope this message finds you well. We recently received your complaint regarding the refund request you submitted for your recent purchase. We understand your frustration and apologize for any inconvenience caused.
  
  Unfortunately, we are unable to process your refund at this time. It appears that you have already filed a dispute with your financial institution or payment provider. Once a dispute is initiated, the matter is taken out of our hands, and the resolution process is managed by the respective financial institutions involved.
  
  We recommend reaching out to your financial institution or payment provider to inquire about the status and progress of your dispute. They will be able to provide you with the most accurate and up-to-date information regarding the refund process and any potential reimbursement.
  
  We understand that this situation may be disappointing, and we sincerely apologize for any inconvenience caused. Should you have any further questions or concerns, please don't hesitate to reach out to us. We value your satisfaction and will do our best to assist you within the constraints of the dispute resolution process.
  
  Thank you for your understanding and patience.
  
  Kind regards,

• Initial Complaint

  Date:07/12/2023

  Type:Billing 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 sample pack for *****. When I receive the package, it also included multiple bottles of the products, that were not authorized the $49.68 that I was agreed-upon was debited from my credit card. There was an additional $198.$198.78 added to my credit card that I did not purchase or authorize. I am not disputing the $49.68 purchase price, only the unauthorized $198.78 additional charge.

  Business Response

  Date: 07/17/2023

  Dear *********************,

  We hope this message finds you well. We recently received your complaint regarding the refund request you submitted for your recent purchase. We understand your frustration and apologize for any inconvenience caused.
  

  Unfortunately, we are unable to process your refund at this time. It appears that you have already filed a dispute with your financial institution or payment provider. Once a dispute is initiated, the matter is taken out of our hands, and the resolution process is managed by the respective financial institutions involved.
  

  We recommend reaching out to your financial institution or payment provider to inquire about the status and progress of your dispute. They will be able to provide you with the most accurate and up-to-date information regarding the refund process and any potential reimbursement.
  

  We understand that this situation may be disappointing, and we sincerely apologize for any inconvenience caused. Should you have any further questions or concerns, please don't hesitate to reach out to us. We value your satisfaction and will do our best to assist you within the constraints of the dispute resolution process.
  

  Thank you for your understanding and patience.

  
  Kind regards,
  

• Initial Complaint

  Date:07/10/2023

  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.

  I returned the bottles for a refund since I have been diagnosed with breast cancer and am receiving chemotherapy. I asked for a refund in writing. I returned the merchandise on Friday, June 16, 2023 by *** Priority Mail to:KETO LUXOM 5 ****************** P.O. Box **** Smtra, ************* Today I received 4 more bottles! I am going to the bank to stop future payments.

  Business Response

  Date: 07/13/2023

  Dear ***********************,

  
  Thank you for reaching out to us regarding your membership. We understand your concerns and would like to address them. Based on our records, we have verified that your account was not cancelled within the designated time frame. According to the terms and conditions that you agreed to during the ordering process, failure to cancel your account would result in it rolling over into a monthly subscription. As a result, we proceeded to charge you accordingly, assuming that you were satisfied with the product.

  However, we value your satisfaction as a customer, and as a one-time courtesy, we have processed a refund of $198.78 for the product you returned in June. Additionally, we have issued a full refund for the July shipment.
  

  We apologize for any confusion or inconvenience this may have caused. Rest assured, the account is canceled and you won't receive any further charges. 
  
  If you have any further questions or concerns, please do not hesitate to contact our customer support team. We are here to assist you and ensure your satisfaction.
  

  Thank you for your understanding.
  

   

  Sincerely,

• Initial Complaint

  Date:07/06/2023

  Type:Service or Repair Issues
  Status:

  UnresolvedMore 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 originally purchased what appeared to be a one time purchase for the ketolux gummies. I was subsequently "auto enrolled" due to the one time purchase into a recurring plan. It has been extremely difficult obtaining a refund for the product that I never asked to order as we never agreed to a auto pay plan. When my husband called, we were advised they cancelled the order moving forward, and would pay a refund only if the product was returned. We returned the product using the shipping details they provided, and confirmed receipt via the shipping company, and over the phone with the ketoluxe company. They then stated they would have a "restocking fee" for the items we never ordered and we would receive ****** as a refund to the original account. We never received the refund, and subsequent calls have all been met with the repeated phrase of "we will process an e-check and send it to you via email". It has now been over three months and we still have not received the refund. We did dispute with the original card, however this company sent "proof the charge was legitimate" even though they agreed to a refund that has never been received. We have emails from them confirming it would be refunded to the original account and statements for the account showing no such refund has been received. We also never received the echeck and have checked all folders. This company is basically scamming me out of my disability funds.

  Business Response

  Date: 07/12/2023

  Hello *******,

  We apologize for the inconvenience it has caused you. Unfortunately, we can no longer process any refund on your account since you have already filed a dispute with your bank. We cannot process a refund because you have already requested one with them, which means that they already gave you or are going to give you the amount disputed. The best resolution is to coordinate with your bank regarding this matter. Thank you.

  Customer Answer

  Date: 07/14/2023

   
  Complaint: 20283331
  
  I am rejecting this response because: ******** informed me that your company provided "proof" that the monthly charge was "legitimate" and is not going to issue a direct refund. This is yet another way you are scamming me out of my money. The only reason it was disputed with the bank was your company promised to send a refund and NEVER SENT THE ***** as promised. This response from your company states that you will not refund the amount, however you have in your records the response from the bank stating they were not issuing a refund based on YOUR COMPANY'S FALSE INFORMATION! 

  A refund is expected from your firm as we have attempted in good faith to have the funds returned after we followed your express directions. Please provide an immediate refund. 

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

  Business Response

  Date: 07/18/2023

  Dear *******************,
  
  We hope this message finds you well. We recently received your complaint regarding the refund request you submitted for your recent purchase. We understand your frustration and apologize for any inconvenience caused.
  
  Unfortunately, we are unable to process your refund at this time. It appears that you have already filed a dispute with your financial institution or payment provider. Once a dispute is initiated, the matter is taken out of our hands, and the resolution process is managed by the respective financial institutions involved.
  
  We recommend reaching out to your financial institution or payment provider to inquire about the status and progress of your dispute. They will be able to provide you with the most accurate and up-to-date information regarding the refund process and any potential reimbursement.
  
  We understand that this situation may be disappointing, and we sincerely apologize for any inconvenience caused. Should you have any further questions or concerns, please don't hesitate to reach out to us. We value your satisfaction and will do our best to assist you within the constraints of the dispute resolution process.
  
  Thank you for your understanding and patience.
  
  Kind regards,

  Customer Answer

  Date: 07/19/2023

   
  Complaint: 20283331
  
  I am rejecting this response because: I have contacted the financial institution who stated the dispute was closed because your company lied and stated there was not a refund due. I have emails from your firm stating an "echeck" would be submitted, and several phone calls that i was told the same thing. After almost 4 full months of waiting and calling I did dispute the charge. Your company is still not issuing the refund for the items that were sent back to which your representative confirmed receipt. Why can your company not send a check or a refund as we have done absolutely nothing wrong except trust your company to stand behind your words. I am still due a refund legally, and expect resolution. Please escalate this item to the senior leadership. 
  
  Sincerely,
  
  *****************************