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.

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  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:03/14/2024

  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 have canceled my subscription with Insta flex and we sent out bottles that were unopened and there was 12 of them. They told us that they were going to send us the money back from those unused bottles and they keep putting us off.

  Business Response

  Date: 03/19/2024

  On December 5, 2022, ************** 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.
  
  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. On February 23, 2024, ****************** account was cancelled indefinitely at her request and no further orders will ship out. At that time, returns were approved for three monthly shipments and RMA numbers and return instructions were sent to the e-mail address ************** used when placing her order. As of March 13, 2024, refunds have been issued for these three returns. We have no records indicating that returns were approved for 12 monthly shipments. Our customer service team is investigating the additional returns. Please note that in order to ensure proper processing, returns must be accompanied by an RMA number provided by the customer service team. ************** can call or email customer service any time with additional questions.

  Customer Answer

  Date: 03/20/2024

   
  I am rejecting this response because:
  I feel like they have cheated me out of the rest of the money that they owed me! they have said to return all the unopened product to them, and then I would get the money from them. I returned 12 bottles and they did not fully refund the money to me. All I want is the money that they owe me if they keep the money that they owe me that would make them a thief 

  Business Response

  Date: 03/22/2024

  Our customer service team has completed its investigation into ****************** additional returns. Our warehouse team indicates that no additional returns have been received from **************. As explained in our previous response and outlined in our terms and conditions, our shipping department is not allowed to accept any packages without an RMA number. In order to ensure proper processing, returns must be accompanied by an RMA number provided by the customer service team. ************** was provided with three RMA numbers and has been refunded for all three of those monthly shipments. ************** may call or e-mail customer service for additional assistance.

• Initial Complaint

  Date:03/13/2024

  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 did not order anything from this company, nor did I ever recieve anything. I want my money back and I want them to stop taking money out of my account. Again this was not authorized

  Business Response

  Date: 03/14/2024

  On February 12, 2024, ************ signed up for a trial of Instaflex Advanced using PayPal. 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 Instaflex trial orders, ************ checked the box next to the checkout button affirming her agreement to the terms and conditions of the trial offer. On March 6, 2024, **************** account was cancelled indefinitely following a chargeback request and no further orders will ship out. On March 7, 2024 and March 8, 2024, ************ e-mailed customer service and was provided with return instructions for the monthly supply that was billed at the end of her trial date and delivered March 12, 2024. ************ may return the monthly supply using the instructions provided. Please note that due to the open chargeback with PayPal, we will not be able to issue a refund until the chargeback inquiry is resolved. We trust that the offer of a refund following return of the product and closure of the chargeback dispute provides a satisfactory resolution to the issue. ************ can call or email customer service any time with additional questions.

  Customer Answer

  Date: 03/16/2024

  Just stop sending it.
  
  

• Initial Complaint

  Date:03/13/2024

  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 February 17, 2024, I signed up to receive a FREE sample of Peptiva, and was only asked to pay the shipping charge of $6.57. At NO TIME did I AGREE to sign up for a membership or monthly shipment or to pay $72.41 for Peptiva. I've called them and been on hold over 20 minutes, and sent an email but no response. I've asked them for a full refund, and alerted my credit card company to cancel payment.

  Business Response

  Date: 03/14/2024

  On February 15, 2024, Ms. ***** 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, Ms. ***** checked the box next to the checkout button affirming her agreement to the terms and conditions of the trial offer. On March 13, 2024, Ms. *****' account was cancelled indefinitely following a chargeback request and no further orders will ship out. One final monthly shipment was delivered on March 11, 2024. An RMA # and return instructions have been sent to the e-mail address Ms. ***** used when placing her order. Ms. ***** may return the monthly supply using the instructions provided. A refund will be processed once the product is received at our warehouse. 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:03/11/2024

  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.

  Click free sample,got sub.as mo.order,ill from product charged$70.60no return

  Business Response

  Date: 03/22/2024

  On December 27, 2023, ************** signed up for a trial of Peptiva Probiotics + 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, ************** affirmed his agreement to the terms and conditions of the trial offer and received an e-mail receipt indicating that he would be enrolled in the monthly subscription program unless he chose to cancel his account. On March 7, 2024, ****************** account was canceled indefinitely at his request and no further orders will ship out. A full refund has been issued for both ****************** trial and monthly shipment. If ************** would like to discuss his concerns with an adverse event reporting (AER) specialist, he may contact customer service and provide his phone number and the best time of day to reach him. We trust the offer of a refund and outreach from an AER specialist provides a satisfactory resolution to this issue, but if not ************** can call or email customer service at any time with additional questions.

• Initial Complaint

  Date:03/07/2024

  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 1/4/24 I responded to a text for a free sample of Nugenix. They said my card would be charged $5.99 for shipping. The sample came; I still have not opened it.On 1/25/24 my credit card was charged $75.98 from Nugenix and three days later a large bottle of pills arrived. I called the number on my statement and " call could not be completed". I found another number for Nugenix on the web and all menu selections sent me back to the menu.On 2/24/24 another $75.98 charge appeared on my credit card. No bottle of pills came this time. I cannot reach a person to stop this nonsense. I cancelled my credit card.Please put them out of business!

  Business Response

  Date: 03/07/2024

  On January 4, 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. This email receipt includes our customer service contact information, which may be used to request cancellation. Our contact information is also available throughout our website. Customers who elect to search elsewhere for company contact information may mistakenly receive incorrect information.
  
  As is the case with all Nugenix trial orders, ************** affirmed his agreement to the terms and conditions of the trial offer, received an e-mail receipt, and received a reminder e-mail indicating that the trial period would end soon and that he would be enrolled in the monthly subscription program unless he chose to cancel his account. On February 27, 2024, ****************** account was canceled indefinitely following a chargeback dispute with his payment processor and no further orders will ship out.  RMA #s and return instructions for each monthly shipment he received have been sent to **************. We will process a refund once the products are received at our warehouse. 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.

  Customer Answer

  Date: 03/07/2024

   
  I am rejecting this response because:
  

  1. There was never any communication of a trial nor any need to cancel, etc. There was no check box at check out. I always read everything and I read everything that was written. It was done on a phone as they only offer the sample by text message.

  2. There was no e-mail receipt nor any e-mail communication of any kind including any customer service number. I called the number printed on my credit card statement multiple times and got the "call cannot be completed as dialed" message each time. It is not an active number. I searched for a number and found it on their website ************. Each menu option (1, 2, 3, 4) brings you right back to the main menu. It is impossible to contact them. The only logical conclusion for such evasiveness is that it's a scam

  3. There was no e-mail reminder to cancel the so-called trial period before it ended.

  4. RMA instructions to return the pills was never received.

  5. They close their response by saying that ************** can call or e-mail customer service any time. That is complete BS. They have never provided an e-mail address nor a viable telephone number.

  I'm going to get hold of *********************** and ********************* and inform them of the irreputable company they are representing.

  
  

  Business Response

  Date: 03/08/2024

  We have further reviewed ****************** complaint. Our review shows that multiple e-mails were sent to the address ************** provided when placing his order. It appears ************** may have entered his e-mail address incorrectly. The e-mail address provided was ********************* An e-mail receipt for the trial order was sent on January 4, 2024 (attached to this response), a tracking email for the trial was sent on January 7, 2024 (Titled: Order #********, Check your Mail ?? Soon), and the final email reminding ************** of the trial end date was sent January 21, 2024 (Titled: Keep your positive results going...). In addition, I have attached copies of the e-mails that were sent to ************** containing the *** #s and return instructions. ************** may use these *** #s to return his unwanted products and a refund will be processed once the products are received at our warehouse. ************** may call or e-mail customer Service at ************** or ******************************** if he needs further assistance.

  Customer Answer

  Date: 03/08/2024

   
  I am rejecting this response because:

  I was billed $75.98 twice (1/25 and 2/24). I only received a bottle of pills for the first one. A second bottle never came, so I cannot return the *************. Credit my account immediately for the one that never came in February.

  Please send a return envelope and I will return the first bottle.

  Thank you.

   

   

  
  

  Business Response

  Date: 03/11/2024

  Our records indicate that ****************** February shipment delivered on Saturday, March 9th. As an alternative to returning the products using the *** #s provided, ************** may refuse delivery of both his January and February shipments by not opening the packing and writing RETURN TO SENDER or REFUSED on the package (not the shipping label). We have issued a refund for both shipments. We trust that a refund provides a satisfactory resolution to the issue. ************** may call or e-mail customer service if he has additional questions or concerns.

  Customer Answer

  Date: 03/13/2024

   
  I am rejecting this response because:

  I saw one credit to my credit card for $75.98 dated 3/12, but have not seen the second one yet. Thanks for that and I await the second one.

  I returned both shipments to the **** as instructed, marked RETURN TO SENDER & REFUSED. See attached. Your representative on the phone (3/8) said that you can use the same tracking number from when they were sent to track their return.

  As soon as I see the second credit, we can close out this complaint. Thanks for doing the right thing once communication was established.

  
  

• Initial Complaint

  Date:02/26/2024

  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 12/30/2023 I signed up to receive a free sample of Peptiva. I agreed to pay for shipping and handling. I was not aware they were sending an email that said it was an automatic subscription. This was a scam. I have received two more boxes at a price of $71.49 each on Jan 18 and Feb 18. I did not ever approve this automatic subscription. Just because they sent an email does not mean I agreed to it. I am seeking a full refund of $142.98. this was charged through my paypal account, under grand remnants, *********************** I have canceled The name peptiva bills under is Digital Download, LLC which is also misleading.

  Business Response

  Date: 02/26/2024

  On December 30, 2023, **************** 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 February 25, 2024, ******************** recurring monthly subscription was cancelled indefinitely at her request and no further orders will ship out. In addition, an *** # was assigned to her and she can use the *** # and return instructions to return both the unopened/unused January and February monthly supplies she received. **************** may contact us with the tracking information for the return package and we will process a refund at that time. Alternatively, **************** may refuse delivery by not opening the packing and writing RETURN TO SENDER or REFUSED on the packages (not the shipping labels). Once she refuses delivery, she can contact customer service and we will expedite a refund. 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

  Date:02/23/2024

  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.

  02/21/2024 Unauthorized Charge to my Credit Card (BOA) for $75.98 NUGENIX Unable to reach Company via phone or email Phone on hold for over an hour. Email provided comes back unknown.

  Business Response

  Date: 02/23/2024

  On February 3, 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, ****************** affirmed his agreement to the terms and conditions of the trial offer. On February 22, 2024, ******************' account was canceled indefinitely at his request and no further orders will ship out. ******************' final monthly shipment is due to be delivered on February 27, 2024. An RMA # and return instructions have been provided to ******************. We will process a refund once the product is received at our warehouse. Alternatively, ****************** may refuse delivery by not opening the packing and writing RETURN TO SENDER or REFUSED on the package (not the shipping label). Once he refuses delivery, he can contact customer service and we will expedite a refund. 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

  Date:02/20/2024

  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 contacted to the company to pause my subscription for a couple months since they seemed to have interactions with certain other medications I was taking, the company only paused the it for one month claiming this is what I requested, When, I got my credit card statement I saw the unauthorized charges, contacted the company immediately to address the mistake, and was told the product was already sent and there was nothing they could do about it . So, I told them to cancel it all together and issue me a refund and they refused. I will dispute the $78.00 charge with my ******************* as a fraudulent unauthorized charge, if we cant get this resolved.. We love you BBB! Our company is also BBB Accredited..

  Business Response

  Date: 02/23/2024

  On October 2, 2023, ******************** signed up for a trial of Nugenix Total-T through a third party sales partner. 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. All aspects of the trial program are disclosed during sales calls and customers must provide verbal assent to the terms and conditions. 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, ******************** affirmed his agreement to the terms and conditions of the trial offer. On December 27, 2023, ******************** called our customer service team to delay his recurring order by one month. The agent delayed ************************ order as requested and explained that he would need to call again if further delays were necessary. On February 20, 2024, ************************ account was canceled indefinitely at his request and no further orders will ship out. ************************ final monthly shipment was delivered on February 21, 2024. An RMA # and return instructions have been sent to the email address ******************** used when placing his order. We will process a refund once the product is received at our warehouse. Alternatively, ******************** may refuse delivery by not opening the packing and writing RETURN TO SENDER or REFUSED on the package (not the shipping label). Once he refuses delivery, he can contact customer service and we will expedite a refund. 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

  Date:02/02/2024

  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 have called to cancel this account FOUR times beginning in August, 2023 and they kept sending me their product. I have spoken with supervisors, managers and cancelled the credit card it was on so theyd cancel the account. Just got another email from them that they need my new card number so they can send me more of their product which, by the way, does not work. People need to be warned that (1) the product doesnt work, and (2) if they try this product, they will never, ever escape this company.

  Business Response

  Date: 02/07/2024

  On May 26, 2023, ******************** 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.
  
  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. On September 22, 2023, ******************** called our customer service team to request cancellation of her monthly subscription. Unfortunately, the agent failed to properly cancel her account and a shipment was sent in October and again in December following an update by the credit card issuer. The agent has since been re-trained. As ************************ first three monthly subscription orders were billed and shipped prior to her first outreach to our company on September 22nd, those orders cannot be refunded. A refund has been issued for ************************ October and December shipments. We apologize for any inconvenience this may have caused. We trust that this refund provides a satisfactory resolution to the issue. ******************** can call or email customer service any time with additional questions.

• Initial Complaint

  Date:02/01/2024

  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 had requested a sample of InstaFlex over 6 months ago. I paid shipping of $6. The sample just showed up at my address that I had when I requested the sample. I haven't lived there in 6months. I have not had the chance to even try the product. NOW, I've been charged for a subscription that I haven't even had the chance to try. This is VERY poor practice. I want to cancel whatever this subscription is and be refunded $81.76. I am unable to send the package back as I no longer live in the area that it all be delivered to. Do NOT ship it! I also tried calling the phone number listed here on the BBB for the company. I was almost immediately disconnected.

  Business Response

  Date: 02/07/2024

  On January 8, ****, ************** signed up for a trial of Instaflex Advanced using PayPal. 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 Instaflex trial orders, ************** checked the box next to the checkout button affirming her agreement to the terms and conditions of the trial offer. On January 8, ****, ************** called our customer service team to update her delivery address. Unfortunately, the agent failed to properly update **************' address as requested. That agent has since been retrained. On February 1, ****, ************** e-mailed customer service requesting cancellation of her auto-delivery. Her account was canceled indefinitely on that day and no further orders will ship out. Owing to the agent's error during the call on January 8th, ************** been refunded for both the trial and the monthly supply 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.