Business Profile

Vitamins and Supplements

Direct Digital, LLC

Headquarters

Complaints

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

Customer Complaints Summary

145 total complaints in the last 3 years.
47 complaints closed in the last 12 months.

If you've experienced an issue

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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:09/11/2025
Type:Customer Service 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.
Company sells vitamin subscription products that are very shady in their advertising and purchasing. The product itself got me incredibly sick to the point where I missed work. **************** is incredibly rude and absolutely horrible.
Business Response
Date: 09/12/2025
Good Afternoon
We apologize you had an adverse reaction to the product. Our team of specialists will reach out to you directly to get your report on the record. We hope that this is a satisfactory resolution to your issue.
Initial Complaint
Date:09/07/2025
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.
On September 5th at approximately 9:20 AM, a total of $81.30 was deducted from my account by **********************. I contacted Nugenix the same day through phone to ask about the explanation of the charge. They did not answer. The next day, I then emailed them asking for an explanation of set charge and/or refund. They have not yet answered me. I feel like they are intentionally avoiding me.
Business Response
Date: 09/10/2025
Our records indicate that we processed a cancellation after receiving your email on 9/7 and voided the transaction. Voided charges are not like refunds, they will simply reverse and "fall off" of your card statement. While most voids can be handled rather quickly - once the pending charge completes with the card issuer - it can take up to one billing cycle for some credit card issuers. We recommend speaking to your card issuer for how your void will be reflected on your account once it is complete. We trust a full cancellation of the charges is a satisfactory resolution.
Initial Complaint
Date:08/23/2025
Type:Delivery 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.
They charged us for a sample and enrolled us into a subscription without clear consent. The product never arrived but we were charged $76. Now they want us to "return the product" (that never arrived) in order to get a refund.
Business Response
Date: 08/28/2025
On 7/11 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. I've resent you a copy of this email as well.

Our records indicate that this order was delivered on 8/2 to the address on file. I've attached a copy of this tracking and sent a follow up email with some additional questions. Once we have received an email back confirming the address, we would be happy to consider a refund.
Initial Complaint
Date:08/19/2025
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.
On July 31st my credit card was charged $80.92. I never received the product and can't get Nugenix to provide a tracking number so I cancelled all future orders. I have asked for a refund several times in emails and now they wont reply to my emails and I was conveniently disconnected twice on the phone.
Business Response
Date: 08/21/2025
I do apologize. In reviewing the tracking on your order, I do show that this delivered on 8/2 to the address on file. Additionally, I do see that a response was provided to your original email with return instructions should you track down the package.

I have sent you the tracking link via email. Please be sure to check your spam folder. I've also sent you an additional email with a series of questions regarding this missing shipment. Please kindly respond to this email for further assistance. Once we have received the response, we can further evaluate this case for a refund.
Customer Answer
Date: 08/21/2025

I am rejecting this response because: I never received the package. Nugenix never sent a tracking number and hung up on me 3 times. Nugenix just sent a proof of delivery without a tracking number, I have NOT received this package. I want a refund of $80.92.

Business Response
Date: 08/25/2025
While we understand, the package was not received, we do have a protocol that we need to follow before we can offer a refund or a reship on the order. We emailed the customer on 8/21 with the information we need to confirm. As of now, we have yet to receive a reply from the customer. Once we have received the information we need to confirm, we would be happy to provide a refund if applicable. I do show this was delivered on 8/2 and the tracking was sent to you via email.

Customer Answer
Date: 08/25/2025

I am rejecting this response because: I have not received any emails. This company states that they email tracking info when the order ships and I have not received those emails over the last year. The only email I received last week was this one. As you can see, still no tracking number.
Dear Customer.

According to our tracking data, your order was delivered on 08/02/2025. Please check with the **************************

Best regards,
****** M,
Customer Service Support Team.

Business Response
Date: 08/28/2025
Thank you Mr. ***** for reaching back out. Your emails may have filtered to spam. I've attached them here for your viewing. Once we have verification on your address and addressing the questions in this email, we would be happy to refund this accordingly if applicable.
Initial Complaint
Date:08/14/2025
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.
I placed an order with Nugenix September 5th, 2023. I tried the product but did not like it because it made me sick to my stomach. I don't believe I asked for my money back although I should have. I subsequently stopped all future shipments. Instead of allowing me to go my own way in peace, Nugenix has relentlessly bombarded me with junkmail. It is so excessive, the word "relentless" is an understatement. I have sent notes in the mail and called them on the phone, asking them to stop. The last person I spoke with even claimed she deleted my contact information out of their system. Somehow, the mailings keep coming. This business practice of theirs is harassment and needs to stop.
Business Response
Date: 08/21/2025
I do apologize for any confusion as it can take time for opt-outs to completely cycle through the system. We have double checked all of our systems and ensured that you have been unsubscribed and removed from all of our mailing lists. Please allow up to 1one month for any physical mailings to cease completely to account for any that are still in process. We thank you for your information and hope that a full opt-out from future mailings is a satisfactory resolution to your issue.
Customer Answer
Date: 08/22/2025

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.

Thank you.
Initial Complaint
Date:08/10/2025
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.
The entrapment strategy. The false advertising that the order is free. Ok, pay for S&R but to be forced into a subscription that they will automatically charge you credit card is outrageous. And should be illegal for deceptive marketing.
Business Response
Date: 08/13/2025
The trial order was voided and the order did not ship. Therefore there is no charges to dispute here. Mr ******** has been sent the receipt of the void and the cancellation. We trust that there is no further action required.
Initial Complaint
Date:08/06/2025
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.
On January 13th 2025 I received a 10-day free trial of Instaflex capsules and cream charged through my ****** via my checking account which is a **** protected account. The website for this product did not tell me that I was becoming involved in a recurring transaction. I then received the charge for $76.49 on January 15th and a full order of the products that I had received on the trial without my authorization. I returned the package but the company lost the return package. I have attached a photocopy of the return package. Further, I contacted my bank and they reversed the charges for me however Instaflex fought this saying they had not received the package that I sent back. Any recurring transactions with this company have been canceled but I was duped here and $76.49 were stolen from me by this company. I have tried to reverse this transaction three times with my bank. I would like to file a complaint here and I would like my $76.49 returned because of the deceptive practices of this company.
Business Response
Date: 08/13/2025
Our records do indicate that we received the return however at the time the order had a chargeback filed against it which didn't allow us to process the refund. Unfortunately, we are no longer able to refund the order to ******. We've reached out to the customer to confirm their address so that we can process a check refund.
Customer Answer
Date: 08/15/2025

I am rejecting this response because:
I'm writing regarding this complaint the response from Instaflex dba Direct Digital Marketing. The response stated in their reply is untrue they never made any attempt to contact me regarding a refund. Can you please facilitate this by having them send me a check as they claim they would.

My address is ************************************************************************************************** The amount owed is $76.49.

Thank you for your assistance.

Business Response
Date: 08/19/2025
Thank you for confirming your address. I have requested a check refund for you. Please allow 15 business days for it to arrive to your house
Customer Answer
Date: 08/22/2025

I am rejecting this response because:
This is ***** *******. I reject the response here my intent is to wait to see what happens after 15 days and I will re-contact you at the number provided.

Customer Answer
Date: 09/08/2025

I am rejecting this response because:
At the bottom of this attached message is your response to the better Business bureau stating that I would receive a refund check in 15 days from August 22, 2025. Your check should have arrived today September 8, 2025, at the latest. Given the time involved it should have arrived prior to this date. The tracking number assigned by your local Better Business Bureau is 5044725. I have contacted your local attorney general in ************** at ************. If I do not receive a check this week I will pursue the matter with your state Attorney General.
Therefore my correct address is:

***** *******
***************************;
Valley Stream,, ******** 11580

***** Wernick
************

MESSAGE FROM BUSINESS:

Thank you for confirming your address. I have requested a check refund for you. Please allow 15 business days for it to arrive to your house
Initial Complaint
Date:08/06/2025
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.
I got a sample from the company to try. Paid for the shipping. Never setup any login information on their website. Never noticed anything about be subscribed automatically! Was charged $75.98 without any notification at all. When dealing with reputable businesses they will sent you a reminder email because they are not trying to s**** you over! Now i have to wait for the product to be delivered then return to get my refund which probably means I will have to pay for shipping! I do not have much money right now and that literally emptied my bank account and do not have the money to pay another shipping fee! This company is doing deceptive s*** and should be put out of business!
Business Response
Date: 08/13/2025

On 7/16/25 Mr ***** signed up for a trial of 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. I've resent the customer the sales receipt email that outlined the terms. Also, if the order remains in the shipping bag unopened, they can simply mark the order as "return to sender" Once the tracking indicates "returned to sender" they can email us to expedite the refund. We trust an offer of a full refund is a satisfactory resolution.

Customer Answer
Date: 08/13/2025

I am rejecting this response because:
I never agreed to anything. You set me up so that if i didn't check a box that i never saw i was signed up for a subscription! Never was notified that I was signed up for the subscription. I was never notified that a subscription was on the way! Any self respecting company would have sent me a notice that i had signed up for the subscription! I never even for a second had a login to your site. How would I have known any of this!!!!!!!!!!!!!
And now it's going to cost me shipping. you say i can just return to sender! How am i going to return to sender without opening it up to put in the rma info. Which means I paid $9 for shipping! This is complete ******** and should never have happened at all if you would have contacted me ONE time during the trial period to see if it was working for me you would have known it was not working for me and would not be subscribing!
This goes against Deceptive Trade Practices Act and you know it!!!!!!!!!!!!!!!

Business Response
Date: 08/15/2025
Our records indicate that you were sent a sales receipt for the order in question on 8/4 that outlines all of the terms of the offer. I have resent a copy of this to the email on file. At the time of cancellation, this order was in route to you and an RMA number for the return was issued. I have reviewed the receipt indicating proof of return. As a result, you have been issued a full refund. Please allow 3-5 business days for the refund to reflect in your account
Customer Answer
Date: 08/15/2025

I am rejecting this response because:
I received a receipt after the fact. You keep trying to put this all on me when you are a "business" that is suppose to supplying a "free" sample that cost me $9! Once again you set me up for a subscription that i was never aware (never had a login to your site or app) of didn't even get to the end of my trail before you EMPTIED my bank account!!!!!!!!! Blatantly deceptive business practices! I want my $9 back too!
Business Response
Date: 08/19/2025
I can confirm that we processed a refund for you in the amount of $75.98 on 8/15. I do apologize as per our terms we do not refund return shipping fees.
Customer Answer
Date: 08/20/2025

Better Business Bureau:

This really not fair i had to pay $9 in shipping to get my money back in any other situation this would be BLACKMAIL!!!!!!!!!!!!! You may say I'm satisfied but I AM NOT!!!!!!!!!!!!!!!!!!!!!!!
Initial Complaint
Date:07/31/2025
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.
Instaflex website and TV adds promote a sample of their product for $5.99. They also advise that in 14 days they will charge the credit card, used for its purchase, for $29.99 for the monthly supply, but we can cancel subscription anytime. I placed an order for the $5.99 sample on July 3, 2025, and got the confirmation email with a clear picture of the sample package and price. Upon getting the confirmation, I called customer service and cancelled any future shipments and subscriptions. I also followed up by email on 7/6/2025, requesting removal of my card information from their systems and reinstating that I did not give them an authorization to charge my card for anything else but the $5.99 sample. The order arrived on 7/12/25. In addition to the sample, they put some irrelevant junk in the package, like a bottle of multivitamins, which I did not order, nor even saw on their site.When I checked my credit card, I saw the second charge of $29.99 placed the same day as $5.99 charge. I emailed customer service and ****** send me return authorization number and advised me to print it, ship it back to them from the post office at my own cost. I am 91 years old, I do not have a printer, I do not leave the house, and I don't need to pay for return of stuff, which was forced on me. I gave no authorization to this company to use my credit card for anything else but the sample. I did not order anything else from them. I emailed ****** on 7/24/25, to issue a full refund of the unauthorized charge, but got no reply. I called on 7/31/25, but customer representative ****** refused to transfer my call to the supervisor and simply hung up. I want to get the full refund for the entire purchase, explanation WHY they illegally charged my card and an apology from a supervisor for the misconduct of this business. I want their promise that this unethical behavior will not be repeated by this business to other unsuspecting buyers.
Business Response
Date: 08/07/2025
Thank you for reaching out. Our records do indicate that the account was cancelled as stated on 7/6. The order for the Multivitamin was selected by the customer and added to the order.

I do see the *** was assigned on 7/15 to return this for a refund. We do have a 30-day Money-back guarantee. As a courtesy, we will extend this return policy into September and give you until 9/15 to return it for a full refund. You do not need to print this *** out. You may simply write it on the outside of the return packaging
Initial Complaint
Date:07/31/2025
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.
I do not know how Instaflex got me as a customer, But I can not get rid of them.
Business Response
Date: 08/07/2025
Please feel free to call customer service anytime -- our contact information is included in every receipt email and available on our website. We have double checked your account and it has been cancelled.

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Direct Digital, LLC is BBB Accredited.