ComplaintsforDirect Digital, LLC

• Initial Complaint

  08/31/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I made a one time purchase of instaflex online. The next thing you know, I'm getting another bottle in the mail today. I am a Senior citizen recently diagnosed with rheumatoid arthritis which has rendered me immobile. (***** my willingness to try their product.)I called the company to ask that they cancel any ongoing subscription that they have for me because I didn't ask for that and I requested one bottle only. I also asked that they refund to my account whatever they withdrew Ifor this bottle that I received today. They told me that they could not refund me until I sent the bottle back. I told them , (by "them" I mean *****, employee id#****** and supervisor *******, employee ID #********* told them that I am immobile and that I am not going to get myself to a post office and pay to return an item that I did not order or want., Then, they went on to tell me about the sneaky thing that all of these online Businesses are doing-- signing people up for ongoing subscriptions and then telling the customer that it was in the terms and conditions and "I'm sorry you didn't read that". I've been in banking customer service for ***** and these two today need to be retrained. Any normal business, rather than incur the wrath and ill will of a customer, will cancel the subscription, refund the money, and say have a great day. Not this supervisor (or agent for that matter).What should have been a simple phone call to resolve the matter has now turned into an hour and a half and my writing to Bbb. I suspect that the reason for their hard-line is because they are inundated with calls about the sneak subscription set up. That leaves a bad taste in one's mouth I want a refund for this bottle that I received. If someone wants to come and pick it up, fine. But I am immobile and will not go to the post office to pay to return something that I did not ask for.

  Business response

  09/11/2024

  On May 8, 2024, ****************** signed up for a trial of Instaflex Advanced.Customers who do not cancel before the end of the trial period are shipped and billed for a recurring monthly supply. Customers may cancel any time during or after their trial period with no further obligation to buy. We conspicuously disclose all aspects of the trial program on the checkout page immediately next to the checkout button and require all customers to check a box stating they have read and agree to the terms and conditions before they can complete their order. We also include a copy of the terms in an email receipt sent immediately after purchase.
  
  As is the case with all Instaflex trial orders, ****************** checked the box next to the checkout button affirming her agreement to the terms and conditions of the trial offer. As of August 31, 2024, ********************** recurring monthly subscription has been cancelled indefinitely at her request. Additionally, ****************** has been refunded for the one recurring monthly shipment she received. We trust that a refund provides a satisfactory resolution to the issue. ****************** can call or email customer service any time with additional questions.

• Initial Complaint

  08/15/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I saw their advertisement and click on sample. When they were sending samples there was a check box to add monthly subscription i un checked that box. I was satisfied that i unchecked it so they should not be putting me on auto subscription list after some days i see this 83.20$ charge i called them they said they cancelled subscription this happened on 8th and they said your money will be refunded in couple of days. I called ****** and they said yes it is in pending status and if they will not refund money we will check with them. This all happened on phon on 8th. on 12th i see this transaction got completed. I called Nugenix they said you have to pay for this time next time we will cancel it from now. I opened the case with pay pal they said even if you un checked the box they still can put you on auto subscription cause when they send you email with pdf attachement of 1000 pages you have to read all there might be some where hidden that by getting this email you authorized them to keep you charging and rejected the case. Nugenix is saying i can pay shipping and send them product and they will refund me the amount of product. Why do i have to pay for shipping of the product which i did not liked and did not order. And why ****** is authorizing them auto charge wihtout my consent.

  Business response

  08/16/2024

  On July 20, 2024, Mr. *** signed up for a trial of Nugenix Total-T.Customers who do not cancel before the end of the trial period are shipped and billed for a recurring monthly supply. Customers may cancel any time during or after their trial period with no further obligation to buy. We disclose all aspects of the trial program on the checkout page immediately next to the checkout button and require all customers to check a box stating they have read and agree to the terms and conditions before they can complete their order. We also include a copy of the terms in an email receipt sent immediately after purchase.
  
  As is the case with all Nugenix trial orders, Mr. *** checked the box next to the checkout button affirming his agreement to the terms and conditions of the trial offer. There is no option to de-select this box and complete a purchase. We did not receive any communication from Mr. *** prior to August 13, 2024. On that day, Mr. ***** recurring monthly subscription was cancelled indefinitely following an email request.  Mr. *** has been e-mailed an RMA # and return instructions for his recurring monthly supply. We have received notification that Mr. *** opened a chargeback dispute. Unfortunately,since Mr. *** opened a dispute, we will be unable to process a refund while the bank reviews the dispute. If the chargeback settles in our favor, we can refund Mr. *** for his monthly shipment once the package is received at our warehouse.Mr. *** can expedite the refund process by providing return tracking information to our customer service team. We trust that the offer of a refund provides a satisfactory resolution to the issue. Mr. *** can call or email customer service any time with additional questions.

  Customer response

  08/16/2024

   
  I am rejecting this response because:
  Issue is no1 it is absolutley false that i checked the box i am not stupid how can i check the box without checking the product i unchecked that box it is false advertisement even though i unchecked subscription box they still enrolled me for subscription without my consent and you can check there are too many compliants of their this cheating as i unchecked the box i was confident they will not subscribe me but they did and i did not know until 8th of august when i saw charge and i right away called then and asked them cancel it and dont ship me product they said they disld and when i see transaction completed then i called them and they said nothing they can do now you have to ship us back paying track able shipping and we will refund only product amount why should i pay for shipping which i never bought and i can swear to God i unchecked that box i am an IT guy and know this basic stuff but they cheated in me even though i did not subscribe they put me in subscrption please check out how many people complaining about it 

   

  also i try to write review and mention this cheating and false advertising my review dont show up on their site which means all testimonial on site are totally fake which come under false business practice 

   

  the trackable shipping label is attached but issue is why should be paying for shipping 

  and why they are doing this cheating that even if we uncheck subscription box still they subscribe us

  and why they did ship me product when i called right away when they try to charge my ****** and then shipped couple of days later purposely

• Initial Complaint

  08/12/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Dear Sirs: On July 31st, 2024, I requested a refund via email to Nugenix for a charge of $76.98. This return with Nugenix went very smoothly, with them giving me an RMA number for the return and me providing them with the return tracking number. On July 31st, I had also cancelled my subscription for the Testosterone supplement. The refund Nugenix issued was for the charge of $76.98 made to my account on July 3rd, 2024. It was posted back to my account on August 6th, 2024. The problem is that while waiting for the refund, I received another shipment of the supplement which should have been cancelled. The charge of $76.98 was made on my account on August 2nd, 2024 before the issuance of the first refund. When I emailed them a second time (support@nugenix), they stated they had already issued a refund and would not be issuing another. What happened was that a charge was made to my account again before the issuing of my refund. Maybe there was a delay in the cancelling of the subscription right away back on July 31st. But I feel that it is not a valid reason to deny me, as a customer, the return of an accidental shipment of the same product during the original return.Respectfully, but to the point, Nugenix owes me another refund of $76.98. I have provided copies of my email correspondence with them as well as a copy of my bank transactions with them. Thank you for looking into this matter.

  Business response

  08/16/2024

  We are sorry that ************ had an unsatisfying experience. We strive to ensure that all cancellations and refunds are processed promptly, but on rare occasions shipping delays or other errors do occur. Unfortunately, a customer service agent did not fully cancel **************** subscription as requested. That agent has been retrained. ************ has been emailed an RMA # and return instructions for his second shipment. Once the package is received at our warehouse, we will process a refund. ************ can expedite the refund process by providing return tracking information to our customer service team. We apologize for any inconvenience caused. We trust that the offer of a refund resolves this issue. ************ may call or email customer service at any time with additional questions or concerns.

• Initial Complaint

  08/08/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I ordered a product which I did not find helpful. I canceled the subscription and sent back 2 packages of the product. They only reimbursed me for 1 because 1 was outside 30 day window . They refuse to refund me the 2nd product I sent back AND refuse to send the product back to me if they wont reimburse AND I offered to pay the return postage to me ! I have several emails to substantiate this.

  Business response

  08/16/2024

  We are sorry that ******************** had an unsatisfying experience. We strive to ensure that all refunds are processed promptly. As we require a unique RMA # to process each refund and ******************** included a single RMA # with both packages, a second refund was not immediately processed. A refund for the second monthly recurring subscription order ******************** returned was processed on August 12, 2024. We trust that a refund offers a satisfactory resolution to this issue. ******************** may call or email customer service at any time with additional questions or concerns.

• Initial Complaint

  07/31/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I signed up for a free trial of Nugenix Total T. I did not receive any product and they were not supposed to charge me. But they did in the amount of $78.79 (subsequently I got two $25 overdraft fees). I called over a dozen times and emailed with them back n forth more than 10 times, trying to explain myself and they kept emailing me back asking the same questions over and over. I also signed up for a free trial of Instaflex, and Mindful Advantage. They are all the same company. I asked to cancel my Instaflex and called their customer service # and they emailed me with canceling Nugenix. I called to cancel my Instaflex and they canceled my Mindful Advantage. This is a SUPER SCAM!! How can they get away with this? I am going to my bank and they are going to help.

  Business response

  08/05/2024

  We are sorry that **************** had an unsatisfying purchase experience. We strive to ensure that all orders are processed and shipped promptly, but on rare occasions shipping delays or errors do occur. We have refunded **************** for the two monthly shipments that he did not receive. Two refunds in the amount of $79.78 each (for a total of $159.68) were issued on 8/1/2024.  The refunds should appear in Mr. ******* account in 3 to 5 business days and show on his statement within 1 to 2 billing cycles.In addition, each of Mr. ******* subscriptions have been cancelled at his request and no further orders will ship out. We apologize for any inconvenience caused. **************** may call or email customer service at any time with additional questions or concerns.

• Initial Complaint

  07/23/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Cancelled 'subscription' in May 2024 and haven't received the product since. However, they are charging me $49.95/month for a subscription I canceled, a product that I've not received, and product I don't want to receive. PayPal was able to get a refund last month, but they're back trying to bill me once again.

  Business response

  07/26/2024

  Our records show that ****************** is no longer an active customer. She has only one account in our system related to an order for Instaflex Advanced that was originally placed in April 2024. That subscription was cancelled on May 13, 2024 at her request following her previous BBB complaint. No orders have been placed by or shipped to ****************** since that date. She was assigned an RMA # to return her monthly supply, which we have no record of ever receiving. Please be advised that the price point she outlines in this complaint is not one we have. She may have an active subscription for another product or possibly through a third party online retailer. If her new subscription is through another online retailer, she has to cancel through that retailer. ****************** may call or email customer service if she has additional questions.
  

  Customer response

  07/29/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to my complaint, and find that this resolution is satisfactory to me.

  I would like to advise the company that I didn't have a 2nd account through a third-party as mentioned in their letter.  In order to put this matter in my review mirror, I will accept the refund sent to PayPal. 
  
  Thank you. 

  
  

• Initial Complaint

  07/10/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I received 5 bottles and boxes of Peptiva and I did not order them. They have not been opened. Please remove my name from any new deliveries. Shortly after receiving the first & second boxes I got sick & my attention went to that issue. I want to return all these ************ expect a full refund of all charges. Question, why is my money being withdrawn from my checking account to go to **********************? Amazon has that information not Peptiva? I never have done business with them. Isnt it illegal to pass around someones checking account? You cant go around giving out my information to whomever you want. The boxes said Amazon sent them. Please remove my name for any additional orders. Please take my name off of Peptivas records. You can lookup the details of this action from your own records. And here I wanted to place another order. I want a complete refund for these packages.

  Business response

  07/17/2024

  On February 28, 2024, ****************** signed up for a trial of Peptiva Probiotic + Sleep Support. Customers who do not cancel before the end of the trial period are shipped and billed for a recurring monthly supply. Customers may cancel any time during or after their trial period with no further obligation to buy. We disclose all aspects of the trial program on the checkout page immediately next to the checkout button and require all customers to check a box stating they have read and agree to the terms and conditions before they can complete their order. We also include a copy of the terms in an email receipt sent immediately after purchase.
  
  As is the case with all Peptiva trial orders, ****************** checked the box next to the checkout button affirming her agreement to the terms and conditions of the trial offer. On July 12, 2024, ********************** recurring monthly subscription was cancelled indefinitely at her request. Additionally, ****************** has been e-mailed RMA numbers and return instructions for four recurring monthly supplies. Once the packages are received at our warehouse, we will process a refund. ****************** can expedite the refund process by providing return tracking information to our customer service team. Please be advised that Peptiva packaging is similar to Amazon packaging and we do not share customer information with Amazon. We trust that the offer of a refund provides a satisfactory resolution to the issue. ****************** can call or email customer service any time with additional questions.

• Initial Complaint

  06/11/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  My 96-year-old father has been scammed by this company for almost two years. He initially purchased the product with the understanding of a one-time purchase. It was unclear to him that this was a monthly subscription of the product. Since August 2022 (today is June 2024) he has been sent monthly product. He is limited in computer and email knowledge. No email was sent on how to cancel the product. Nor that it was a subscription with reoccurring charges. The package the product was delivered in didnt say who it was from so he signed the *** package. Inside the package there were no paperwork on how to cancel either.I can see that he was sent an email from the company of each order with a link to a mailing tracking service but no link or information to the website on how to cancel the subscription. Furthermore, there is no login to an account on *********************** website that you can use to manage your orders, in case you want to skip or cancel the product. The customer service phone number displayed in the email and website puts you on hold for 30 minutes and then disconnects. No voicemail. No account or customer order.They also dont reply to emails.This Peptiva company is a scam and does not provide adequate ways for customers to cancel or contact the company. Their subscription agreement is misleading and unclear to consumers what they are actual buying. Shame on this company for not responding and scamming consumers. Especially older people!

  Business response

  06/20/2024

  Our records show that Mr. *** **** has had three accounts with us. However,we have not ever shipped Mr. ** **** two years worth of products. In July 2022,Mr. *** **** purchased a trial of Peptiva and successfully canceled his account before the trial transitioned to a monthly auto-ship membership. He only received the trial sample. In August 2022, Mr. *** **** made a subscribe and save purchase of three bottles of Peptiva and subsequently cancelled the auto-ship program. He received only those three bottles. On February 15, 2024, Mr. *********** once again signed up for a trial of Peptiva. Customers who do not cancel before the end of the trial period are shipped and billed for a recurring monthly supply. Customers may cancel any time during or after their trial period with no further obligation to buy. We disclose all aspects of the trial program on the checkout page immediately next to the checkout button and require all customers to check a box stating they have read and agree to the terms and conditions before they can complete their order. We also include a copy of the terms in an email receipt sent immediately after purchase.
  
  As is the case with all Peptiva trial orders, Mr. ** **** checked the box next to the checkout button affirming his agreement to the terms and conditions of the trial offer. On June 10, 2024, Mr. ** ****'s recurring monthly subscription was cancelled indefinitely. Additionally,at his request, Mr. ** **** has been e-mailed RMA numbers and return instructions for the last three recurring monthly supplies he received. Once the packages are received at our warehouse, we will process a refund. Mr. ** **** can expedite the refund process by providing return tracking information to our customer service team. We trust that this explanation and the offer of a refund provide a satisfactory resolution to the issue. Mr. ** **** can call or email customer service any time with additional questions.

• Initial Complaint

  06/07/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On May 20th 2024 I ordered a sample of nuginex for $5.99 over there website. On June 6. They charged me $82.94 a through My Bank for a subscription that I did not ask for.The new genics corporation took my bank information and without my permission signed me up for a subscription and charge me money. This is Financial fraud.I contacted my bank and informed them of what happened

  Business response

  06/14/2024

  On May 17, 2024, ****************** signed up for a trial of Nugenix Total-T.Customers who do not cancel before the end of the trial period are shipped and billed for a recurring monthly supply. Customers may cancel any time during or after their trial period with no further obligation to buy. We disclose all aspects of the trial program on the checkout page immediately next to the checkout button and require all customers to check a box stating they have read and agree to the terms and conditions before they can complete their order. We also include a copy of the terms in an email receipt sent immediately after purchase.
  
  As is the case with all Nugenix trial orders, ****************** checked the box next to the checkout button affirming his agreement to the terms and conditions of the trial offer. Please note that our customer service contact information is included in every receipt e-mail and is available throughout our website and on our product packaging. We did not receive any communication from ****************** prior to the filing of this complaint. On June 10, 2024, ********************** recurring monthly subscription was cancelled indefinitely.Additionally, ****************** has been e-mailed an RMA # and return instructions for the recurring monthly supply he received. Once the package is received at our warehouse, we will process a refund. ****************** can expedite the refund process by providing return tracking information to our customer service team. We trust that the offer of a refund provides a satisfactory resolution to the issue. ****************** can call or email customer service any time with additional questions.

• Initial Complaint

  06/04/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On May 6th 2024 I saw a commercial for Nugenix on TV. The commercial said if I texted ****** I would receive a free sample of Nugenix. I texted the number and received a response with a link to claim the offer. I clicked the link and it said I had to pay $5.99 for processing and handling. I paid it and received the product a few days later. On May 29th I see a charge on my card for Nugenix for $81.40. Keep in mind I've never even signed up for an account on their website. The may have buried it somewhere in the fine print but this was very deceptive on their part. They basically signed me up for a subscription service without me even creating an account for their business. I would like my money refunded.

  Business response

  06/07/2024

  On May 7, 2024, ************** signed up for a trial of Nugenix Total-T.Customers who do not cancel before the end of the trial period are shipped and billed for a recurring monthly supply. Customers may cancel any time during or after their trial period with no further obligation to buy. We disclose all aspects of the trial program on the checkout page immediately next to the checkout button and require all customers to check a box stating they have read and agree to the terms and conditions before they can complete their order. We also include a copy of the terms in an email receipt sent immediately after purchase.
  
  As is the case with all Nugenix trial orders, ************** checked the box next to the checkout button affirming his agreement to the terms and conditions of the trial offer. Please note that our customer service contact information is included in every receipt e-mail and is available throughout our website and on our product packaging. We did not receive any communication from ************** prior to the filing of this complaint. On June 5, 2024, **************' recurring monthly subscription was cancelled indefinitely. Additionally, ************** has been e-mailed an RMA # and return instructions for the one recurring monthly supply that was delivered. Once the package is received at our warehouse, we will process a refund. ************** can expedite the refund process by providing return tracking information to our customer service team. Alternatively, ************* may refuse delivery by writing REFUSED or RETURN TO SENDER on the unopened package (not the shipping label) and then contact our customer service team for an expedited refund. We trust that the offer of a refund provides a satisfactory resolution to the issue. Mr. ***** can call or email customer service any time with additional questions.

*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. ↩