Complaints

This profile includes complaints for Direct Digital, LLC's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

close

Find a Location

Direct Digital, LLC has 4 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  Direct Digital, LLC

  615 S College St STE 1300 Charlotte, NC 28202-3354

  
• 

  Peptiva

  2440 S 3600 W Ste 1 Salt Lake City, UT 84119

  
• 

  Instaflex

  2440 S 3600 W Ste 1 Salt Lake City, UT 84119

  
• 

  Nugenix

  2440 S 3600 W Ste 1 Salt Lake City, UT 84119

  

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:07/12/2025

  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.

  I purchased a trial pack of instaflex, I called and canceled the subscription a week into the sample because my knees were worse. The gentleman when I called said that sometimes it takes a month to see results and to continue taking it. He said that he would send another pack for free to try it for the month. I told him no and to cancel the subscription. I was just billed for another month of product and I was charged an overdraft fee of $30. When I called Instaflex they stated that I didnt cancel the subscription and that when I received the package I will have to pay to ship it back to them to get a refund.

  Business Response

  Date: 07/23/2025

  We apologize for any confusion.  In reviewing your call into our call center on 6/2, the agent offered to move your next shipment date out until after the customer spoke to the doctor. It was explained at the time of the call that they would not be billed until after the 30-day extension.  The agent did re-iterate to the customer that they had to call us before the end of the 30-day extension in order to avoid being charged.  This was agreed to by the customer at the time of the call. 
  
   The order is currently still in route.  I have sent you the tracking link. Once it arrives, please do not open the white shipping envelope and simply mark this "returned to sender"  If you "return to sender" you do not have to pay to return it and if you respond to the tracking email once it says "return to sender" we would be happy to expedite the refund for you.  Again, we apologize for any confusion or issues this may have caused.  

• Initial Complaint

  Date:07/09/2025

  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.

  This company makes it VERY easy to sign up for their services but VERY hard to cancel services. I've called, they don't answer. I've emailed, they don't respond. I now have to cancel my bank card if this doesn't work. They don't make opting out of their services an easy option. They are all about getting customers, however they refuse to let them go. It's ridiculous.

  Business Response

  Date: 07/16/2025

  We are sorry you have had issues with cancelling your Peptiva subscription.  Customer's have the ability to cancel by email at ******************************************** or by calling us at **************.  Our records do not indicate that there was a request to cancel.  I have cancelled the subscription for you. No further billing will occur.  I've also issued you return instructions for the last order which is within our 30 day MBG.   I do show the order is still in route. I've sent you a link to the tracking. Once it arrives, I recommend not opening the white shipping envelope and marking it return to sender.  Once it states "return to sender" on the tracking, you may reach back out and we would be happy to expedite the refund for you. 
  
  You'll find this information in your inbox. Please be sure to also check your spam folder.  

• Initial Complaint

  Date:06/19/2025

  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.

  Transaction Date: 4/26/2025: Signed up for the free sample. The sample took a while to arrive. Then in the small terms they decided to sign me up for their program even though I didn't ask to be enrolled and charged me $75. I called them for a refund to no avail telling me that they had sent me the item which was never received, and again, I had not asked to be sent the item or enrolled in their program. There are various websites with customer complaints against this company, for example ********* and others. A total scam sending you a free sample but automatically enrolling you in a program and charging you.

  Business Response

  Date: 06/23/2025

  On 4/6/25,  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.   On 4/26/25,  Mr *********** recurring monthly subscription was cancelled indefinitely.  Additionally, Mr. ********* was e-mailed an RMA # and return instructions for the recurring monthly supply on 5/6/25.   Once the package is 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 the offer of a full refund provides a satisfactory resolution to the issue. Mr. ********* can call or email customer service any time with additional questions.

  Customer Answer

  Date: 06/23/2025

   
  I am rejecting this response because: the reason I am making this complain is that I did not ask for the item to be sent, this was just supposed to be a trial and didn't say anything about cancelling which I did right away when I saw a charge on my credit card.  Never received a bill statement.  And the item you say you sent, was never received.  I called your customer service department and was sent a tracking information with no address and a photo that is not readable.  What address was the product sent, never received.  And I am not the only one with the same complaint.  If you look at customer complaints, you will see the same pattern.  The company needs to refund the amount of $75.  And the company needs to stop automatically enrolling people without their consent.
  
  

  Business Response

  Date: 06/26/2025

  Good Afternoon, The attached image is of the actual checkout page where your trial was purchased. All material terms of the trial are disclosed with a required box to check prior to agreeing to the trial offer. The product was shipped to the same address as the trial order where it was tracked delivered on May 2, 2025. You have received another copy of your initial sales receipt outlining the terms as well as the address we shipped all orders to We have extended your return window an extra 30 days so that if you are able to locate the product, you are able to return it for a full refund including shipping and processing. I have resent the return instructions again to you as well via email

  Customer Answer

  Date: 06/26/2025

   
  I am rejecting this response because: again, who reads the fine print.  I only agree to a trial not autoship.  How ironic that I just received an email telling me you will "forget the autoship Forget the commitment
  Order your Nugenix now and well take up to 40% off and even pay for your shipping on qualifying orders."  

  You state you sent the item tracked.  Request the track information, who delivered, photos of delivery be provided, since again, I can't return the item if I did not receive the item.  You keep asking me to return the item, but the item was never received.

  
  

  Business Response

  Date: 07/03/2025

  The product was shipped to the same address as the trial order where it was tracked delivered on May 2, 2025.  You were previously sent the sales receipt which indicates the address the order was shipped to.    If you believe your product was stolen you will need to follow up with the carrier and file a complaint.   You can reach out to them at *********************************************;   We hope that you are able to resolve the issue.

  Customer Answer

  Date: 07/03/2025

   
  I am rejecting this response because:  Keep stating that the product was shipped to the same address but can't provide a tracking mechanism.  What is the tracking number, did someone sign for the product, are there any photos of the product being delivered.  How do I know it was delivered?

  Secondly, why does it have to be me to have to file a complaint with the carrier since again, I did not order this product.  ************ needs to automatically stop sending products that consumers have not ordered.  Again, this is on you, not on me, so a refund needs to be processed.  And I don't want to continue this back and forth.  A complaint will be left with the Better Business Bureau and other platforms so that folks don't get caught in this free trial scam.
  

  
  

  Business Response

  Date: 07/08/2025

  Good Morning - 

  We have provided all the information regarding this matter in our initial response. This forum doesn't allow the company to post a tracking number, but it has been provided to the customer via email. Please feel free to follow-up via email directly at ********************************************************.    We wish the customer all the best.

   

• Initial Complaint

  Date:06/12/2025

  Type:Sales and Advertising 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, In May I saw a commercial to receive a free sample of Peptiva probiotics. I texted the ******* I had to pay at the time was a $5.99 shipping & handling fee which was fine. Now on 6/11/25 I was charged $66.46 with no warning email or text. I contacted them by email(I enclosed a screenshot) & asked for a refund, to please close my acct & that I did not sign up for anymore products. They emailed saying that I need to return the order they just delivered- which I did not get. I only received the 14 day sample supply which is gone. The $66.46 cleared my bank account before I could stop it. Peptiva didnt answer my email asking for an order # & tracking # for this supposed delivery they say I got. I want a refund of the $66.46 this is fraud!

  Business Response

  Date: 06/23/2025

  On May 18, 2025, Ms. ***** signed up for a trial of Peptiva Probiotic plus 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.  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. On June 10, 2025, Ms. ******* recurring monthly subscription was cancelled indefinitely. Additionally, Ms. ***** has been e-mailed an RMA # and return instructions. Once the package is received at our warehouse, we will process a refund. Ms. ***** can expedite the refund process by providing return tracking information to our customer service team. Alternatively, Ms. ***** 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. Ms. ***** can call or email customer service any time with additional questions.

• Initial Complaint

  Date:06/11/2025

  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 signed up for their 14day trial try before u buy received product on the may 24th and my doctor suggested me not take the product so I cancelled the subscription June 5th and immediately after they charged my account ***** and shipped me another bottle. My trial wasn't even up until June 8th plus u can buy the same thing on ****** or **** for half that price. And they r trying to say they charged my account and shipped on the 4th at 10am but that's not true because I wasn't charged until the 5th and I use a credit union they don't fool around.And I did receive an email confirming the cancellation on the 5th..I will b more than happy to provide all the info I have on this but idk how to get them to upload...I'm so sorry...I saw after the fact where there was a lot of the same complaints if I would have seen them first I wouldn't have even messed with nugenix..

  Business Response

  Date: 06/23/2025

  On May 17, 2025, Ms. **** signed up for a trial of Nugenix for Women Balance. Customers who do not cancel before the end of the 18 day 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.  Ms. ***** trial expired on June 4, and she did not cancel until June 5th via email.  However, Ms. **** is eligible for a full refund upon return of the product.  She has been e-mailed an RMA # and return instructions. Once the package is received at our warehouse, we will process a full refund. Ms. **** can expedite the refund process by providing return tracking information to our customer service team. Alternatively, Ms. **** 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 full refund provides a satisfactory resolution to the issue.

  Customer Answer

  Date: 06/24/2025

   
  I am rejecting this response because:

  I returned the package unopen the next day and I have informed delivery so I know they received it! This is all crazy because yes I want my money back that they wrongfully took but it's mostly the fact of how they conduct business! They lie and literally cheat to get sales! The sad part is what I took worked well so I don't understand why they want to do people wrong like they did me. I would have definitely bought the product again when my doctor okayed it and I would have recommended the product to people but not now. After the fact I also found out u can buy the same product on ****** and **** way way cheaper that the price i was charged...lol ..I mean none of this makes since to me but whatever...more than anything I hope no one else is done this way especially someone that must watch and account for every dollar they spend but r sick and just wanting to find a way to feel better.

  Thank you for your help.

  ***** Ward 

   

   

  
  

  Business Response

  Date: 06/26/2025

  As of today, we note that you refused your package on June 16th through **** and it has arrived as of Saturday, June 21st. We have processed a refund today, June 24th. Please allow your card issuer one to five business days to process that refund back to your account.

• Initial Complaint

  Date:05/19/2025

  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.

  This company advertises via pop-up ads on phones I tried to sample of the two week supplement. I did not want to order anymore. They automatically chargedmy account. I have been fighting with them for almost a month now trying to get a refund of my money. I returned the product with *** number they provided to me theyre asking for tracking numbers now and just refusing to give me the refund. I finally just filed a dispute with my bank. I think thisis a very creepy company and they have no right to do this to people I want to file this complaint about what theyve done and that other people dont have to go through this.

  Business Response

  Date: 05/28/2025

  As is the case with all Instaflex trial orders, Ms. **** checked the box next to the checkout button affirming her agreement to the terms and conditions of the trial offer which outlines customers who do not cancel prior to the end of trial period, will be enrolled in our reoccurring monthly billing. There is no obligation to buy and customers can cancel at any time. 
  On April 24, 2025, Ms. ****** reached out and her recurring monthly subscription was cancelled indefinitely as requested. Ms. **** also received return instructions via email along with return instructions. Unfortunately, Ms. ****** return has not yet arrived or been processed by our warehouse as returned. This information has been relayed to her. However, since Ms. **** opened a chargeback dispute, we are unable to process a refund once the return is received and processed, as the bank reviews the dispute. If the chargeback settles in our favor, we can refund Ms. **** for her monthly shipment once the package is confirmed with our warehouse. Ms. **** can expedite the refund process by providing return tracking information to our customer service team and requesting removal of the chargeback or allowing the chargeback to settle. Ms. **** can call or email customer service any time with additional questions.

• Initial Complaint

  Date:05/19/2025

  Type:Billing 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.

  There are apparently many reports about Nugenix pulling this same type of scam on many others. I willingly entered my credit card information online for a small sample of a Nugenix product, for which I was only to pay for shipping. On April 29, 2025 I paid the $6.47 charge and received my free sample in the mail the following week. This was the end of the transaction. I never authorized--nor was informed nor notified about--any other charges. No other services or products were purchased, sought, nor authorized. There were no notifications, warnings, nor attention made regarding any subscriptions, recurring charges or any further charges of any kind to be placed on my credit card. Thus, the one-time transaction was completed and no further charges of any kind were authorized for this merchant. Nevertheless, on May 15th, the same card was charged $82.06, by Nugenix!! If this merchant had clearly and obviously informed me that paying the $6.47 was going to authorize them to charge my card in the future on a recurring basis, then I never would have purchased the small sample in the first place. Nothing on their website or in during the entire process of ordering the sample, informed me of any subscriptions, auto-enrolling, nor recurring charges. Therefore, this constitutes fraud on the basis of purposefully misleading the customer and not garnering informed consent to charge my card in the future for any products or services. This must stop; it is fraud and it is wrong. There are tons of reports online about Nugenix doing this same thing--reports which unfortunately, I only sought out after my own experience.

  Business Response

  Date: 05/21/2025

  On April 25, 2025, 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. 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. On May 20th, Mr. ********** recurring monthly subscription was cancelled indefinitely. Additionally, an e-mailed RMA # and return instructions for his recurring monthly supply - arriving with **** - was sent. Once the package is 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. Alternatively, Mr. ******** 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.
  

  Customer Answer

  Date: 05/21/2025

   
  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 as long as the business follows through with this resolution.  I have already received the credit back to my account and have also received the return shipping instructions for returning the product.  As long as there are no further charges which appear on my account, this matter can be considered resolved.  Please accept my sincere thanks to all involved and who made this resolution happen so quickly.  I do believe it was the right thing to do and all similar types of these complaints could be 100% avoided if the company chose to alter their website selling tactics, and add a very clearly noticeable, clear warning to customers that they are also signing up for recurring charges & shipments of their product when they choose a free sample.  Not only is the sample itself not free, the hidden future charges strings attached make this a very shady practice.  Pro-active transparency prior to customer checkout, clearly informing them of said strings which will be attached, would be the ultimate right thing to do, and would help this business steer clear of shady sales tactics, hidden fees & subscriptions and would prevent complaints such as these. Overall, honesty and above-board sales practices would be the way to go here. Thank you all very much!

  Sincerely,

  ***** *.

  
  

• Initial Complaint

  Date:05/01/2025

  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.

  My husband ordered product from Nugenix, he cancelled the subscription. We received product again and he cancelled. The company has continued to bill his credit card. We have told our credit card that we did not authorize any additional drafts and have cancelled card and had new card issued. Today we received notice from our credit card company that they are billing a card that we have not even received yet. I have look for phone number and you can not contact anyone, the numbers lead to a fast busy no ringing or a pre-recorded message offering $100 if you press the number one or a number that does not ring at all. This leads me to believe this is a business that is out to commit fraud on it customers.

  Business Response

  Date: 05/12/2025

  On February 5, 2025, Mr. ***** signed up for a trial of Nugenix Total-T.  The company logs all calls and communications with its customers and cannot find any communication from this customer prior to this complaint.  The company maintains regular business hours for all of its call centers and monitors of all customer service emails.  Contact information for the company is provided not only during the checkout process, but in every receipt email, and our phone number is on the product bottle.  Not now or ever has the company ever offered any incentives of any kind over the phone ($100 or otherwise).  We do our very best to report and shut down any scam websites that are offering customers these types of incentives or signups using the companys trademarks, or even try to charge people to cancel their subscriptions.  We strongly urge you to forward us any information, website(s) or phone numbers you used that provided you with fraudulent offers on behalf of Nugenix.  Thank you for your report, and we hope that indefinite cancellation of your account is a satisfactory resolution.  

• Initial Complaint

  Date:04/22/2025

  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.

  Ordered my first Nugenix product back in January 2025. Upon receiving the product and trying it out for a few weeks, I decided it was not worth the cost. I went online on February 26, 2025, logged into my account and cancelled my subscription. Low and behold Nugenix shipped me another bottle and charged my credit card the next month. I then sent customer service an email on March 18, 2025 stating I cancelled my account on February 26 and asked why I was being billed again. I received a response from Nugenix customer service (********) on March 18 that:"Following your request, your Nugenix auto-ship account has been cancelled. The account is no longer active and will not be billed moving forward. If you have any questions regarding the cancelled account, simply reply to this email for assistance. Thank you and have a great day!Brittany-Nugenix Support". [Email attached]On April 16, 2025 I was charged again for another Nugenix shipment. I immediately went onto my credit card site and once the charge posted, I marked it as not ordered and wanted a refund. The refund currently shows on my credit card. I then received this unsolicited product in the mail and one my family members opened the package, but not the products themselves. I reached out to customer service multiple times asking for a shipping label so I could send the products back and Nugenix continues to tell me they don't pay shipping costs for returned products. Well, don't send customers products they didn't order!

  Business Response

  Date: 04/28/2025

  Mr. ********* attempted to place two separate Nugenix Total-T 14 Day Trial orders one was successfully placed on February 24th (order ********) and the other was placed February 25th (order ********). We have a one trial per household policy; therefore, the system voided the order from the 25th within 24hours of being placed on February 26th. This was not requested by the customer, but a system override to avoid a duplicate shipment. In both instances, the customer was asked to accept the terms of our 18-day trial period to continuity of the program.

  On March 18, 2025 customer service processed Mr. ********** cancellation email for order (********).  However, while customer service accessed his account they made an error and did not process the cancellation.  As a result, Mr. ********* has been provided with a one-time courtesy refund for this April shipment due to this customer service error and his account is now closed. Unfortunately, the customer has waited too long to return his March 14 shipment, and it is now outside of the return window. 

  Customer Answer

  Date: 04/28/2025

   
  I am rejecting this response because I am referring to the April shipment not the March shipment.  I was sent another order in April after cancelling in March.  Nugenix either provides a prepaid shipping label or this April shipment will not be returned and will be considered free as it was not ordered.

   

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

  
  

  Business Response

  Date: 04/28/2025

  Good Afternoon, As per our previous response a full refund was processed for the April shipment.  We trust a full refund resolves this complaint.

• Initial Complaint

  Date:04/08/2025

  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.

  Instaflex continued to send product and charge card after my son and I called and canceled ??

  Business Response

  Date: 04/10/2025

  On January 8th and February 2nd (2025), Ms. ********* 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 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.
  
  Ms. ********* signed up for two trials within one month of each other indicating the terms were approved and agreed upon twice, along with two receipt emails being sent confirming the same terms immediately after ***********. Pippenger did not cancel either within the 18 day trial period and spoke to an agent by phone on April 1, 2025 to request cancellation. At the time of the call, both accounts were closed indefinitely and will not bill/ship in the future. At the time of these cancellations, however, both accounts had billed for March and shipped (March 25th and March 31st). These shipments were already on their way at time of cancellation with ****. They were not billed nor shipped after cancellation and are the last ********/shipments on these closed accounts. Ms. ********* can reach out anytime with any additional questions or concerns via our Support phone number or email.

  Customer Answer

  Date: 04/16/2025

   
  I am rejecting this response because:

   

  Im Cindas son I spoke with Instaflex everything they said is not true they never said there were other orders coming after I canceled the two accounts then later my mother canceled two accounts again they still kept sending bottles they said return the bottles like they said but had to cancel the card to keep from being charged will see if she will be reimbursed if not they stole her money!!!!my mother had to cancel her card we will see if they reimburse her card but that might be hard if the cards been canceled. 

   

  
  

  Business Response

  Date: 04/16/2025

  Ms. ************* two accounts have remained inactive since cancellation on April 1, 2025 - which also coincides with the first reach out we have recorded with the customer. We have shipped no additional products. Account ******** does reflect a refusal on the last shipment per the **** tracking and a refund has been successfully issued back to the account associated to the card used. Account ******** still shows the last billing as delivered as of March 31st and the customer was sent return instructions. We await confirmation that this has been refused by the customer, or returned to our warehouse so that we can process the last refund.