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:07/20/2023

  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 was promised a refund by email of *****. After more than two weeks the funds have not been sent to the bank!

  Business Response

  Date: 07/27/2023

  On June 4, 2023, ************************ signed up for a trial of Peptiva Probiotic + Sleep Support. His trial period ended on June 23, 2023.Customers who do not cancel before the end of the trial period are shipped and billed for a 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.
  
  On July 3, 2023, ************************ cancelled his monthly autodelivery. At this time, he indicated that he did not receive his monthly shipment. ************************ subsequently opened a chargeback dispute with his bank for the charges to his card. As we did not dispute the chargeback request, *************************** card issuer is responsible for returning the debited funds.Processing time for chargebacks vary depending on the card issuer. For exact processing times, ************************ will need to contact his card issuer. *********************** e-mailed customer service on July 20, 2023, and this information was provided to him. We trust that this explanation provides a satisfactory resolution to the issue. ************************ may call or email customer service any time with additional questions.

  Customer Answer

  Date: 07/30/2023

   
  I am rejecting this response because: my credit card bank has not received any response from Peptiva to the charge back as stated in the response. I have emails proving the false statements from Peptiva.
  
  

  Business Response

  Date: 08/03/2023

  We have provided all information regarding this matter in our initial response.    As previously explained, we did not dispute *************************** chargeback request and his card issuer is responsible for returning the debited funds.  We consider this matter closed and wish the customer all the best.

• Initial Complaint

  Date:07/19/2023

  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 responded to an advertisement fir a free 7 day sample of a Nugenix product. I did not know that after a 14 day period I would automatically been enrolled in a monthly subscription for the product at a cost of ***** per month. I immediately called Nugenix, cancelled the subscription, received an email from Nugenux with a RMA # and shipped the product back. I have proof if shipment. I also immediately contacted my credit card company to stop charges from Nugenix and re-occurring charges. I have contacted Nugenux several times via phone and enail for my ***** credit back in my credit card. And I gave gotten excuse after excuse. I am out the *****. I returned the product with a RMA and also nout **** for shipping. Terrible customer service and company to deal with. Beware of thecFREE trial.

  Business Response

  Date: 07/24/2023

  On May 4, 2023, ******************** 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 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. On May 23, 2023, ************************ first monthly rebill was processed and shipped. On May 26, 2023, ******************** called to cancel his autodelivery. The customer service agent canceled his autodelivery and issued an *** # and return instructions. ******************** called back on May 30, 2023 and June 16, 2023 to have the *** # and instructions re-sent. As ************************ e-mail address was misspelled in his account, he had not received the *** #after his initial cancellation request.  One June 5, 2023, ******************** filed a chargeback against his first monthly rebill. On July 18, 2023, ******************** called to inquire about the status of his refund. At this time, an agent explained that since he had opened a chargeback dispute, the refund would be handled through the credit card company's dispute process.  We would not have been able to issue a refund at the time that we received ************************ return due to his open chargeback dispute.However, this should have been explained to ******************** during his initial calls. The agents responding to ************************ phone calls have since been retrained. As of July 20, 2023, we have issued a full refund to ************************ credit card. We apologize for any inconvenience this may have caused. ******************* may call or email customer service any time with additional questions.

• Initial Complaint

  Date:07/17/2023

  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.

  On July 9th, 2023 I placed an online order for a 14 day free trial of Instaflex. I was informed I would have to pay $5.99 on my debit card for shipping and handling. The ad also stated that I could cancel at any time, and keep the sample that I paid for. A few days later I decided to cancel the subscription which states that if you don't cancel, my card would be charged $69.99! It also stated that even if you cancel, the sample is yours to keep. Well I never received the sample but they charged my debit card. When I called the company, ******* was extremely rude and unprofessional. When I stated that they needed to issue a refund, I was informed that she would have to contact "Corporate". I believe they do this to everyone, offering a trial offer that we have to pay for, and then not sending out the trial sample! Thank you for your assistance

• Initial Complaint

  Date:07/07/2023

  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.

  On May 9th I ordered Nugenix and I received the product and I received an additional order on May 25th. On May 25th at 9:33AM I called Nugenix at ************ to cancel any future shipments. After some aggressive selling from the representative I agreed to put a hold on any additional orders for 90-days. On June 27th my credit card was charged ***** and i received the product in the mail on July 6th. My credit card should not have been charged and i should not have received additional products until the end of August. The mistake is in the part of Nugenix, I have not received a refund and they are expecting me to return the product at my expense.

  Business Response

  Date: 07/24/2023

  We apologize for any difficulty ************** had in attempting to postpone his monthly shipments. Adaptive Health takes these reports very seriously. It is rare, but on occasion system errors cause unintended billing discrepancies. We have reviewed ****************** account and, unfortunately, due to a system glitch his autodelivery shipments were not postponed as he requested.When ************** called customer service on 7/6/2023, he should have received a full refund. The customer service agent has since been retrained. As of 7/6/2023, ****************** account has been cancelled and remains closed. ************** filed for a rapid dispute refund with his card issuer and the charge was reversed on 7/8/2023. It may take up to five business days or one full billing cycle for the refund to show in ****************** account. We sincerely apologize for any inconvenience this may have caused.

  Customer Answer

  Date: 07/24/2023

   
  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:05/24/2023

  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 participated in a trial offer for the product paid the shipping fee . Shortly after receipt of the product additional boxes arrived weekly - after checking my bank account I found the merchant was debuting my account $65.98 per additional box . After receiving the additional boxes I didnt authorized I called my bank to block further charges . They suggested I dispute the charges which I did . I also called the company and asked them to Discontinue sending additional products . They agreed, asked me to return the boxes I didnt want to keep - instructing me to put the order numbers on the outside of the shipping package .I received credit for 2 of the 4 boxes I returned All 4 bodes were returned in the same Shipping enevelope .I received an email telling me the remaining credit would not be offered until I drop the dispute .Again they returned money for 2 of the 4 boxes I want the refund for the remaining 2 boxes -.

  Business Response

  Date: 05/26/2023

  On  March 29, 2023, ****************** signed up for a trial of Peptiva. Customers who do not cancel before the end of the trial period are shipped and billed for a 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.

  ****************** returned four boxes of Peptiva that she received as part of her monthly shipments. On May 15, 2023, we processed a refund for two of those boxes. We are happy to refund ****************** for the remaining two boxes that she returned. Unfortunately, since ****************** opened a chargeback dispute with her bank for the charges to her card, we are unable to process the refund until the dispute is cleared by her bank. This is not something that we can override, it must be dropped by the customer. Unfortunately it can take up to 90 days for a cleared dispute to appear in our system. It would help expedite the process if ****************** provides a letter from her card issuer confirming that they have cleared the dispute. Once we receive confirmation that the dispute is cleared, we will process the refund for the two boxes. We trust that an offer of a full refund is an adequate resolution.

  Business Response

  Date: 06/12/2023

  Good Afternoon --- The customer's account has been cancelled indefinitely and will not incur any additional charges.  The customer is of course free to maintain her credit dispute of the charges, however, we were suggesting dropping the dispute so that the company is able to process a refund more quickly.  As stated, a credit dispute can take up to 90 days to resolve through the normal course of investigation and cannot be overridden by customer service.  The company
  has already acknowledged receipt of the customer's return so it is now exclusively the customer's choice on when she receives her refund.  There is no dispute in the company's eyes here as the monthly shipments were always returnable for a full refund within 30 days - which were received and which will be honored. 

  Customer Answer

  Date: 06/12/2023

   
  I am rejecting this response because:

  i returned 4 boxes and received a refund for 2

  I disputed the charges for all four boxes 

  why can they refund me for 2 boxes ? 
  

  their reply makes no sense 
  

  my bank strongly advised not to drop the dispute as they are not behaving correctly 

  
  

  Business Response

  Date: 06/15/2023

  There are absolutely no ill intentions here.  Customer will receive the full refund as promised.  However, as explained the dispute must be cleared so the refund can be issued.  It is customer's choice whether they want to clear the dispute sooner or wait up to 90 days for the investigation by the credit card company to conclude.  As a full refund has been promised here there is nothing else to be done currently on this complaint.  

• Initial Complaint

  Date:05/19/2023

  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 got an offer on line to try peptiva and only pay shipping. I ordered it, didn't like the product and thought nothing else. Today I got another box of peptiva and a charge of over $68. on my credit card. When I called, I was told that I needed to cancel within 18 days and was told I could send it back and get a refund. If there was a disclaimer on this order, it was printed in such small print that I didn't see it. I also don't think I should have to pay to send this back. This company needs to print the specifics of a trial use of their products so people are well aware of them. I always check on this kind of thing because I know this is an often used practice.

  Business Response

  Date: 05/22/2023

  The customer signed up for a trial of ************************ 4/23/2023.   All aspects of the trial program were disclosed on the checkout page directly next to the checkout button, and we require all customers to check a box stating they have read and agreed to the terms and conditions before they can complete their order.  Customers can cancel at any time within *********************************** email (all of which are visible on the emails, websites, and on the product the customer received).  The customer received the trial product and was subsequently billed and shipped the first monthly supply on 05/12/2023.   The customer called customer service to cancel on 05/18/2023 and the customers account was cancelled indefinitely at that time and the customer was issued an RMA number and return instructions.    Once the products are returned and processed at our warehouse a full refund including S&P will be issued.  Please feel free to call or email customer service any time with additional questions.

• Initial Complaint

  Date:05/18/2023

  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 cancelled the order more than a month ago. They charged my account again. I called and the guy said he canceled it. I received an email saying it was canceled. Then I received another email saying I had to pay another company to send a cancellation letter. I contacted my bank and asked that the charge be removed. This is. ************

  Business Response

  Date: 05/22/2023

  The customer signed up for a trial of ********************** on 03/25/23.Unfortunately there was an error in customer service where they failed to void a pending charge.  The error has been corrected, the agent has been retrained, and the customer has been issued a full refund which should post to the customer's account in the next several business days.  We have no knowledge of any email requesting payment to send a cancellation letter.  If you still have it please forward it immediately to our customer service department.  *********** never charges a fee of any kind for cancellation, and it is likely a scam that we would love the opportunity to investigate further.  Thank you and we trust that a full refund is a satisfactory resolution. 
  

• Initial Complaint

  Date:03/07/2023

  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 responded to a Peptiva ad offering a free 15-day trial supply for the cost of $5.99. Subsequently, Peptiva mailed me more product and billed my $65 without my authorization. They claim that I accepted terms to receive monthly auto-renewal of their product. However, this is untrue. There was no box to check agreeing to accept the terms of auto-renewal on the ad which appeared in my ****** browser. This is a scam. If one searches for the Peptiva trial offer then there is a box to accept auto-delivery terms, but this was not the case on the ad which appeared on my cell phone. I am disputing their $65 charge and have already notified my credit card company. As the slew of complaints about Peptiva indicate, this company is clearly exploiting consumers with a marketing scam. Their product is ineffective and has a bad smell/taste. If I had agreed to auto-renewal, then I would have cancelled within the first days of receiving the trial product. If I had read the BBB compaints before buying the trial product then I would never have opted to try Peptiva in the first place.

  Business Response

  Date: 03/10/2023

  The customer signed up for a trial of ********************** on 2/9/2023.  All aspects of the trial program were disclosed on the checkout page directly next to the checkout button, and we require all customers to check a box stating they have read and agreed to the terms and conditions before they can complete their order.  Customers can cancel at any time within *********************************** email (all of which are visible on the emails,websites, and on the product the customer received).  The customer received the trial product and was subsequently billed and received the first monthly shipment of the product on 3/6/2023.   The customer called customer service to cancel on 3/6/2023 and the customers account was cancelled indefinitely at that time and the customer was issued an RMA number and return instructions.    Once the products are returned and processed at our warehouse a full refund including S&P will be issued.  Please feel free to call or email customer service any time with additional questions.  

• Initial Complaint

  Date:02/23/2023

  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 ordered a sample (Nugenix), paying for the shipping charges. I did not receive the sample for 17 days and when I called (day 19) to halt any further delivery and charges of additional product (*Nugenix) I was hung up on twice and then told I had called too late (after 18 days). I expressed, how can I evaluate a product in 1 day to meet their supposed 18 day window. At that point I was given a list of instructions that would cost me additional money (instead of just refusing the product) to send product back to them (DDL) with tracking; after they obviously did not send the product to me with any tracking or priority, and provided no real helpful course to resolve. I was then hung up on after requesting to speak to a supervisor; and they are still attempting to collect the money from my account (*which I am disputing), despite my sending the product back in the same manner in which I received it ****** regular mail.

  Business Response

  Date: 02/28/2023

  The customer signed up for a trial of ********************** Total -T on 2/4/2023.   All aspects of the trial program were disclosed on the checkout page directly next to the checkout button, and we require all customers to check a box stating they have read and agreed to the terms and conditions before they can complete their order.  Customers can cancel at any time within 18 days of their order via phone or email (all of which are visible on the emails, websites, and on the product the customer received).   The customer was billed for the first monthly shipment on 2/23/2023.   The customer called customer service on 2/23/2023 to cancel the order.  The customer service agent cancelled the customers account indefinitely on 2/23/2023 and issued an RMA number and return instructions to the customers email account on file.   However, since the customer called on the same day as the order was billed, we have issued the customer a full refund including S&P as of 2/24/2023.  We consistently strive to deliver excellent service to our customers and upon review of the call file the customer service agent acted in a professional manner, and our records indicate that when the customer was placed on a brief hold while being transferred to a supervisor, the customer hung up the phone.  We trust that a full refund including S&P is a satisfactory resolution to the issue.  Please feel free to call or email customer service any time with additional questions.  

  Customer Answer

  Date: 03/02/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to my complaint, and find that this resolution is satisfactory; albeit their review of the exchange with customer service and glossing over the fact that their trial product is delivered, seemingly intentionally, prior to any ability for the customer to review and either accept or reject further deliveries is a bit disingenuous. However, I am pleased that the company has refunded the funds and feel this issue can be closed.
  
  Thank you. 

  Best Regards, 

  Clay

  
  

• Initial Complaint

  Date:02/16/2023

  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.

  Hi Im a senior citizen who purchased Peptiva from a television commercial for $4.95 . Canceled before 30 days have proof of that . They sent me another pack of pills that hurt the stomach n charged my Apple Sachs credit card $64.95. This was not a charge that I approved. They wanted me to return them for $10.00 out of my pocket another fraudulent charge which I didnt do.Ive been fight this charge for 11 months . It had not been reversed this company cannot continue to take peoples money. Can u please help me get this charge reversed. Thank you. *******************

  Business Response

  Date: 03/03/2023

  We are sorry to hear the customer did not have a great experience with Peptiva.  The customer signed up for a trial of ********************** on 1/30/2022.   All aspects of the trial program were disclosed on the checkout page directly next to the checkout button, and we require all customers to check a box stating they have read and agreed to the terms and conditions before they can complete their order. Customers can cancel at any time within 18 days of their order via phone or email (all of which are visible on the emails, websites, and on the product the customer received).  The customer received the trial product and was subsequently billed for the next monthly shipment of the product on 2/17/2022.    The customer called on 2/20/2022 to cancel the order and as of 2/20/2022 customers account was cancelled indefinitely.    The customer service agent provided the customer with an RMA number and return instructions, however the customer declined to send the product back.   The customer called again on 2/14/2023 to request a refund for the product that was received in 2022, however, refunds are permitted within 90 days of purchase. Therefore, since that it has been almost a year since the customer received the product, the product is no longer eligible to be returned for a refund.   We trust that this explanation provides a satisfactory resolution to the issue.  Please feel free to call or email customer service any time with additional questions.