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

  
• 

  Nugenix

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

  
• 

  Peptiva

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

  
• 

  Instaflex

  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:12/04/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I got this free trial and cancel that. they keep sending me these supplements and charging me $81.40 a month. I called to cancel it. They kept asking for my debit card. I just recovered from being hacked. And I'm not going to give out my debit card. They didn't ask my name nothing then he hung up on me. I just want this subscription stopped. I'd like to get a refund but appreciate if you can help me.

  Business Response

  Date: 12/05/2023

  On October 15, 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 Advanced trial orders, **************** checked the box next to the checkout button affirming her agreement to the terms and conditions of the trial offer. We did not receive any communication from **************** prior to the filing of this complaint. It is possible that *************** attempted to use a third-party customer support contact service. Our customer service agents do not have access to review full debit card information and do not use card information for identification purposes. Additionally, we do not charge for cancellation.
  
  As of December 4, 2023, Ms. ******* auto-delivery has been cancelled indefinitely and no further orders will ship out. In addition, Ms. ******* December billing has been voided and any pending charges have been reversed. Please be advised that it may take five to ten business days to process the reversal depending on the card issuer or payment method used. Finally, we have assigned **************** an RMA number for her November order, which was delivered on November 8th. Return instructions have been sent to Ms. ******* e-mail address. We will process a refund once the product is received at our warehouse.
  
  We trust that this provides a satisfactory resolution to the issue. **************** can call or email customer service any time with additional questions.

  Customer Answer

  Date: 12/05/2023

   
  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:12/01/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had filled out a form for samples for peptiva on 11/13/23 for **** which I did receive the samples. There was not any mention of it being a trial and that my card would be charged ***** for some auto ship thing! On today, 12/1/23 there is a hold on my account. This is going to overdraw my account. I reached out to the company to have them cancel this stupid autoship which I told them I didn't authorize. I only agreed to the terms of the samples as there was no mention of autoship deal. So I would like my money refunded and the autoship canceled. Otherwise I will be taking legal action! This is ridiculous and if there was mention of an autoship thing, it needs to be more noticeable not fine print!

  Business Response

  Date: 12/11/2023

  On November 13, 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, ****************** checked the box next to the checkout button affirming her agreement to the terms and conditions of the trial offer. On December 1, 2023, ****************** e-mailed customer service to cancel her account. The agent explained our terms and voided her monthly charge on that day. On December 2, 2023, ****************** was notified that the charge was voided. Per her request, Ms. ******** auto-delivery has been cancelled indefinitely and no further orders will ship out.
  
  Please be advised that it may take up to five business days to process the voided charge depending on the card issuer or payment method used. ****************** can call or email customer service any time with additional questions.

• Initial Complaint

  Date:11/14/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I saw a commercial for a sample of Peptiva and I only had to pay shipping and handling in my email today I see that they charged me $65.98 I was not aware that this was going to happen, I would have never agreed to this.

  Business Response

  Date: 11/14/2023

  On October 26, 2023, ******************** signed up for a trial of Peptiva Sleep Support by texting a keyword to a number featured on a television advertisement. 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. We did not receive any communication from ******************** prior to the filing of this complaint. As of November 14, 2023, ******************** auto-delivery has been cancelled indefinitely and no further orders will ship out. In addition,the monthly shipment charge has been refunded. Please be advised that it may take one to five business days to process the refund depending on the card issuer or payment method used. 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:11/06/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On October 12 I signed up for a trial of Peptiva Probiotic + Sleep Support using the ** code and a text was sent to my phone. On Oct 14 I sent an email to cancel. I never even received the trial items and honestly didnt think about it due to a family emergency. I notice on my checking account on Nov 1, ***** had been taken out for peptiva. When I emailed them they said I had checked a box, which I did not since there was not a box to check and I had not cancelled this. I did cancel. I do not have this item and have not received it. I need my money ASAP.

  Business Response

  Date: 11/07/2023

  On October 12, 2023, ************** signed up for a trial of Peptiva Sleep Support by texting a keyword to a number featured on a television advertisement. 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. ****************** trial was delivered on October 21, 2023. Consistent with the terms of the offer,  ************** was shipped and billed for a month supply of Peptiva on November 2, 2023 and the shipment was delivered on November 6, 2023. On November 3, 2023, ************** e-mailed customer support to cancel her recurring monthly shipments and was subsequently issued an *** number for her November shipment with return instructions. We did not receive any communication prior to this e-mail from **************. As of November 4, 2023,the auto-delivery has been cancelled indefinitely and no further orders will ship out. ************** may use the *** number to return the product for a refund.Alternatively, ************** may refuse delivery by not opening the packing and writing RETURN TO SENDER or REFUSED on the package (not the shipping label). Once she refuses delivery, she can contact customer service and we will issue a refund. We trust that this explanation and offer of a refund provide a satisfactory resolution to the issue. ************** can call or email customer service any time with additional questions.

  Customer Answer

  Date: 11/08/2023

   
  I am rejecting this response because:

  I have reached out and told them I have not received this item. I never even received the trial item. I did receive a tracking number however due to a broken mailbox I dont get packages. My neighbors did not get this either. I need and want my money back.

  
  

  Business Response

  Date: 11/08/2023

  We have provided all information regarding this matter in our initial response. As all customer communications are logged and/or recorded for quality assurance and training purposes, customer service complaints and concerns are reviewed on an individual basis and handled accordingly. Since **** tracking information does not indicate any issues resulting in an unsuccessful delivery, the customer must return or refuse delivery of the product in order to receive a refund.  As a result, we consider this matter resolved and wish the customer all the best.

  Customer Answer

  Date: 11/09/2023

   
  I am rejecting this response because:

  I have contacted the post office and they have not seen the package in question. How can I refuse the package or return it if I never received it? If they didnt report anything then maybe they delivered it to the wrong location. Why am I being penalized for this??? I now have a returned check charge which I will be requesting also. I want my money.

  
  

  Business Response

  Date: 11/16/2023

  As previously stated, we provided all information regarding this matter in our initial response. Since **** tracking information does not indicate any issues resulting in an unsuccessful delivery, we cannot process a refund without confirmation that either the delivery has been refused or the product has been returned to us.  Though unfortunate, a returned check charge is a matter to be addressed by the customer's payment processor, bank, or credit card issuer. As a result, we consider this matter resolved and wish the customer all the best.

• Initial Complaint

  Date:10/04/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I received a trial order from instaflex on September 15th 2023. I called and canceled the subscription on September 26th 2023 well before the expiration date. I noticed on September 29th 2023 they charged my bank acct $74.89. I am disabled and on a fixed income which I told them when I called them back on the 29th. They said they don't know how it happened but they would fix it. As of today they are telling me they shipped the order out and I would have to ship it back to them in order to get that refund. I have automatic drafts coming out and that will put my bank acct in the negative with fees charged. I did what I was suppose to do when I canceled this. So they are responsible for all of this but they are making the customer suffer. I have called them 4 times and I have not received a resolution. They should pay the return shipping and take that charge off until they receive the pills. THIS IS TOTALLY THEIR FAULT. This is not how you do business.

  Business Response

  Date: 10/10/2023

  We apologize for any inconvenience.  Our agent failed to follow the appropriate procedure to cancel the account.  The account has been refunded in full with no need for a return.  Our agent has also been retrained.  We apologize for any inconvenience and trust that a full refund resolves the issue.

  Customer Answer

  Date: 10/10/2023

   
  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:09/29/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My complaint is with company called Peptiva.I have canceled this ******************* continue to charge my card & send supplements I no longer wish to receive. Also received an email telling me they needed to be notified by certified letter in mail for cancellation and it would cost me $15

  Business Response

  Date: 10/10/2023

  Unfortunately there are a number of scams on the internet that request money in order to cancel subscriptions which it appears this customer was a victim.  When the customer called into our call center the subscription was cancelled indefinitely.  Please feel free to forward any emails or documentation from the scammers and we will do our best to get them to stop using the company's trademarks to manipulate people into paying charges to cancel.  *********** does not now, nor has it ever charged customers to cancel a subscription.  Please let us know if you need anything additional. 

  Customer Answer

  Date: 10/10/2023

   
  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:09/22/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  A few days ago I took a 14 day free trial from Nugenix for some ************** the s/h $5.99. Have been taking it.Today I look at my account and see a company called Myketo has taken ***** from me Called a number that was on my account next to Myketo ************ and talked to a gal named *****. She said they rep a number of companies. She knew my address and phone # without asking.I said tge only thing related maybe was the Nugenix trial offer.She then said that's how they do it!!Those dirty rotten crooks!!!!They take my hard earned money and I have to wait 3 to 5 days to get it back!

  Business Response

  Date: 09/28/2023

  Thank you for your correspondence. ******************** signed up for a trial of Nugenix Total-T and subsequently called customer service regarding communication he received from a third party with no affiliation to Nugenix.  Nugenix has not charged ******************** for any amount beyond the $5.99 shipping fee for his Total-T trial. As of 9/25/2023,************************ Nugenix account has been cancelled indefinitely and no further orders will ship out. Please be advised that as we are not affiliated with Myketo, we cannot assist with any charges from this third party on ********************** credit card.  We hope cancelling ************************ account resolves any future issues on our end, but please feel free to contact customer service at any time if you wish to reactivate your Nugenix account.

• Initial Complaint

  Date:08/11/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Completely dissatisfied with this company and their Nugenix brand. I had stopped taking their product six months ago but held off from canceling my subscription until I had found an alternative that worked better for me. I did call on 6/12 to cancel my autopay subscription and on 6/29 begin my efforts to attain a refund for the unused, sealed bottles that I still had in my possession. This began a series of events that has led me into deep frustration with this company. Despite following the instructions given to me by one of their company service representatives and spending my own money to send the unused product back to them through an **** overnight shipment in order for me to receive an expedited refund, I have still not received my refund in full. I have called their customer service hotline numerous times, with each time being told that they have no way to contact their warehouse facility, where the package had been received and accepted, and that I had to wait while my refund orders continued to be stuck in process. I even requested to be contacted by one of their corporate representatives but that was a week ago and I have still not received any communication from them. It had now been five weeks since my initial call, and I find this situation completely ridiculous and not acceptable. I just want the full refund that I had been promised and to be done with this whole matter. I am happy to provide more specific details that I have taken note of if necessary. Thank you in advance for your time and consideration.

  Business Response

  Date: 08/21/2023

  ************** cancelled his monthly auto-delivery and was provided six RMA numbers to return the unwanted products. The products were received on June 29, 2023. On July 10, 2023, ************** was refunded for one of his returns. It is rare but on occasion there are delays with processing customer returns. We are actively investigating the reasons for the delayed processing of ****************** returns. As of August 14, 2023, ************** has been successfully issued a refund for his remaining five returns. Depending on the card issuer, it can take one to five business days for a refund to be reflected in a customer's account. We apologize for any inconvenience this may have caused. We trust a full refund a satisfactory resolution to the issue. ************** may call or email customer service any time with additional questions.

• Initial Complaint

  Date:08/09/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  They charge me $80.40 on August 4 and said it was an auto ship and I never ordered any AutoShip. They are going to refund my money but they wont pay the postage back and I never ordered this to begin with. I ordered this product back in June and on two separate occasions. I ordered a month supply twice but I never said do an AutoShip. Their customer service is really lacking and I dont think its fair that I have to pay the shipping to send this product back., When I never ordered it in the first place. So Im asking for is a postpaid tag to send the product back because I should not have to pay postage when it was their error. Also, the representative told me that if I wouldve called in I couldve got the product for $39 plus tax instead of $80 but it says that nowhere on their website so how would a person know they could even do that? So I want the difference back and/or a shipping label to return the product. Thanks

  Business Response

  Date: 08/25/2023

  On May 21, 2023, ************ signed up for a trial of Lumiday Youth Rejuvenator. 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 the email receipt sent immediately after purchase.
  
  Consistent with the terms of the trial offer, ************ was billed for a month supply of Lumiday Youth Rejuvenator on June 8, 2023. On June 11, 2023, ************ placed an additional order for a one-time non-recurring one month supply. On August 8, 2023, ************ cancelled her recurring monthly shipments and was issued an *** number for her August shipment with return instructions. The auto-delivery has been cancelled indefinitely and no further orders will ship out. ************ may use the *** number to return the product for a refund. Alternatively, ************ may refuse delivery by not opening the packing and writing RETURN TO SENDER or REFUSED on the package (not the shipping label). Once she refuses delivery, she can contact customer service and we will issue a refund. We trust that this explanation provides a satisfactory resolution to the issue.  ************ can call or email customer service any time with additional questions.

• Initial Complaint

  Date:07/26/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I sent nugenix their product back for a refund and they received it on July 7th but haven't refunded my money yet they said 14 days. I called a week ago and they said they are behind on their books, I called today and they said I have to speak to a supervisor to get my money back the supervisor says that they had to put a ticket into the warehouse and another 1-2 days. He was also rude and thought the situation was funny as he chuckled on the phone and was very condescending, I need my money back

  Business Response

  Date: 07/28/2023

  On June 20, 2023, ************** cancelled his monthly autodelivery and was provided an *** number to return the unwanted product. On June 29, 2023, ************** requested the *** number a second time, and the number was provided to him. It is rare but on occasion there are delays with processing customer returns. As of July 26, 2023, ************** has been successfully issued a refund. Depending on the card issuer, it can take one to five business days for a refund to be reflected in a customer's account. We apologize for any inconvenience this may have caused. We trust that this is a satisfactory resolution to the issue. ************** may call or email customer service any time with additional questions.