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:02/13/2023

  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 ordered a free sample of Peptiva from a television ad. After the Peptiva caused dizziness, resulting in me falling, I threw the rest in the trash and canceled any further orders. I also happened to cancel my debit card and get a new one due to a separate issue with another company. Despite this, Peptiva somehow managed to charge my card $65.00. I reported this to my bank as fraud and they removed the charge. This company is clearly scamming people with an offer of a "free sample" and then ignoring the cancelation of the trial and continuing to charge people without their permission. Disgusting.

  Business Response

  Date: 02/15/2023

  We are sorry to hear the customer did not have a great experience with Peptiva.  The customer signed up for a trial of ********************** on 1/15/2023.   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 for the next monthly shipment of the product on 2/10/2023.    We have reviewed our records and the customer did not contact us via phone or email to cancel the account.  Upon receipt of the customers complaint, the customers account was cancelled indefinitely on 02/13/2023.   Since the order had already processed for shipment as of 2/13/2023, we were unable to stop the order.  However, the customer can return the product for a refund in full, and customer service sent an email to the customer on 2/13/2023 with return instructions and an RMA number for the product.    Once the product is returned and processed at our warehouse a full refund including S&P will be issued.  We trust that an offer of a full refund is a satisfactory resolution the issue.  Please feel free to call or email customer service any time with additional questions. 

• Initial Complaint

  Date:02/02/2023

  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 signed up for trial of Peptiva with the expectation to pay shipping and if like than receive monthly supply. One week later I called the phone number to cancel and decline monthly delivery. I have received 4 monthly deliveries despite 3 calls to cancel. I finally do not receive such deliveries. I would like to be refunded for 4 shipments of a product I did not want.

  Business Response

  Date: 02/09/2023

  The customer signed up for a trial of ********************** on 5/7/22.   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 receipt, websites,and on the product the customer received).  The customer received the trial product and was subsequently billed and received monthly shipments of the product through the last billing date of 8/24/2022.   The customers account was cancelled indefinitely on 10/30/2022 after the customers card was declined.   Although all calls are logged in our system, there is no record of any communication from this customer requesting a return or otherwise.   However, if the customer would like to return any unopened products, the customer can contact customer service for return instructions and an RMA number.  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:01/09/2023

  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 answered an ad that offered a free sample of Peptiva Probiotics, and received what I thought was ONE FREE sample of the product. That was June 27, 2022. Since then, I have been charged $76.81 every month and have been sent one box of Peptiva in the mail. Last month I wrote to the company, trying to discontinue this scam. I have no recollection of signing up for a subscription for this product. I have now emailed them twice more, and am waiting for a reply. This company is definitely scamming elderly customers.I would appreciate your help in this matter!*********************

  Business Response

  Date: 01/17/2023

  The customer signed up for a trial of ********************** on 6/7/22.   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 monthly shipments of the product through the last billing date of 12/27/2022.  The customer called to cancel the product on 12/28/22.  The customers account was then cancelled indefinitely on 12/28/22 and the customer was provided with return instructions.  The customer then sent an email to customer service on 1/09/23 and in subsequent email exchanges with customer service, the customer requested a total of 4 returns on 1/10/23.  As of 1/10/23 the customer was issued 3 additional RMA numbers so that in total the customer can return 4 products.  Once the products are returned to our warehouse a full refund including S&P will be issued.  We trust that an offer of a full refund  is a satisfactory resolution to the issue.  Please feel free to call or email customer service any time with additional questions. 

  Customer Answer

  Date: 01/18/2023

   
  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:12/05/2022

  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 Nugenix on October 27th, 2022. explicitly stating to cancel my subscription. I locked my credit card so they would not charge me in the mean time. Unfortunately, even though I reached out to contact them the company seemed to ignore the request. I was then charged $75.98 twice on October 31 and November 29th. All I request is a refund of for these two order. I called customer service in an attempt to get the subscription again canceled and for them to refund me the two previous orders and they just tried to sell me on their products rather then even attempt to make the situation right. I was told that I need to ship the product back to them in order to process a refund. Definitely not paying shipping on their mistake!! Be advised that they have very poor customer service.

  Business Response

  Date: 12/12/2022

  The customer signed up for a trial of ********************** on 8/11/2022.   The customer was subsequently billed for 4 monthly shipments on 8/30/2022,9/29/2022, 10/31/2022 and 11/29/2022.   As part of our commitment to customer service,we review and log consumer communications with our customer service call centers and email support accounts, as well as all ordering activity.  Upon our review, the first time the customer contacted us was on 12/3/2022, via an email and a phone call.  The Customer called customer service on 12/3/2022 to cancel the order and at that time the Customers account was cancelled indefinitely.  The customer requested a refund of the last order as well as other orders that had been received.  The customer service agent told the customer that he could return any unwanted products back to our warehouse for a full refund.  The customer service agent attempted to provide return instructions and an RMA number to return the products, but the customer would not accept them.  At no time during the call did the customer service agent attempt to sell other products to the customer.  If the customer would like to return the products, the customer can call customer service, and we would be more than happy to provide return instructions and an RMA number.  If the customer elects to return the products, a full refund, including S&P will be issued once the products are returned and processed at our warehouse.  Unfortunately, there is nothing more we can do, but we trust that offering a refund once the products are returned, is a satisfactory resolution.  Please feel free to call or email customer service any time with additional questions.

• Initial Complaint

  Date:11/29/2022

  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.

  Last month a viewed an ad for a feee product of Peptiva that promoted sleep and digestive health. I went to their website and signed up for the free sample. A shipping charge of $5.99 was required and I supplied this via CC. I just received a charge for $69.98 on my CC for something I never ordered! I went on their FB page and many others have been scammed the same wayI have reached out to my CC company to have this charge disputed - this company needs to be shut down as they have been doing this scam on a national level for some time. I would like a complete refund to my CC account and have no further contact with this company.

  Business Response

  Date: 12/16/2022

  The customer signed up for a trial of ********************** on 11/8/22.   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 in accordance with the program an attempt was made to bill the customer for the first shipment of the product on 11/28/2022, however the authorization never went through.  The customer was not charged and the product was not shipped out.  The customers account was cancelled indefinitely on 11/28/2022.  Please feel free to call or email customer service any time with additional questions. 

• Initial Complaint

  Date:11/28/2022

  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.

  In January, I responded to an offer on a commercial for a SAMPLE of Peptiva for $4.99. On 1/20/22. $5.34 was withdrawn for said sample. I have been one of those from sunup to sundown essential workers in the shipping industry until October. I realized then that nondescript plastic envelopes with the Peptiva product were stacking up. Unfortunately they matched my husband's hobby shipments and they blended in. Concerned, I researched my bank account to see if the $5.34 was repeated. It didn't,but a recurring monthly fee of $69.53 did since February 8, 2022. I asked my bank to stop payments and notified the company that they needed to cease and desist. There was no mention of a monthly subscription and I cannot see how this issue is not considered fraud. I have repeatedly asked how I could return said product for a refund via the customer service email. Each time they refuse to provide me with any information that I asked for leaving me with no options to resolve. Ironically, the header on each of the follow-up emails was titled " Resolved".This business has proved to be completely unethical and deceptive.

  Business Response

  Date: 12/12/2022

  The customer signed up for a trial of Peptivaon 01/19/2022.   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 *********************************** 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 monthly shipments of the product through the last billing date of 10/5/2022.   The customer received monthly emails regarding the shipment of the product to the email address that the customer used when signing up for the trial.  On 11/7/2022, the customer sent an email from her Outlook account to cancel the product, however customer service could not locate the customers account and requested additional information.  On 11/12/2022 the customer responded with additional information and customer service was able to locate the customers account, which was connected to a Gmail account and not an Outlook account.  On 11/14/2022, customer service located the account and it had already been cancelled on 11/03/2022 by the customers cardholder.  **************** then replied to the customer confirming cancellation of the account as of 11/03/2022.   The customer can send all unwanted products that are unopened back to our warehouse for a full refund.  On 12/5/2022, customer service sent an email to the customers Outlook account with return instructions.   Once the products are returned to 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:11/14/2022

  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.

  This company sent me a bottle of pills without my consent. I canceled the order; they said that I didn't cancel it. They are nothing but a scam and if they had a product that was worth a darn they wouldn't have to scam people by automatically delivering their product.

  Business Response

  Date: 11/21/2022

  The customer signed up for a trial of ********************** on 10/12/2022.   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 *********************************** 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 11/7/22, and the product was delivered on 11/12/2022.   The customer called customer service on 11/14/2022 and was advised that the product could be returned for a full refund.  The customer service agent issued an RMA number and return instructions and cancelled the customers account indefinitely.  Once the product is returned to our warehouse, a full refund will be issued including S&P.  We trust this is a satisfactory resolution to the issue.  Please feel free to call or email customer service any time with additional questions.

  Customer Answer

  Date: 11/23/2022

   
  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. They are not upfront about the T&Cs, they hide it in the fine print.  
  
  Thank you. 
  

• Initial Complaint

  Date:11/11/2022

  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 purchased the product on a 14 day trial basis on September 12, 2022 at a price of $5.99. If I was satisfied, I would automatically receive a one month's supply monthly, with automatic, recurring payment from my debit card account. I was not satisified with the product and cancelled any further shipments immediately at the end of the trial period. Simultaneously, however, Nugenix shipped the product and billed me $82.10 on September 28, 2022. Nugenix acknowledged my cancellation on October 1, 2022, issued an RMA for return of the product and stated that a refund would be issued upon their receipt of the product. At my expense I returned the product and tracked the shipment. It was delivered to Nugenix on October 13, 2022. No refund has been posted to my debit card account and I have sent multiple emails with no response, most recently on November 1 and 9, 2022.

  Business Response

  Date: 11/17/2022

  The Customers Nugenix subscription was cancelled indefinitely on 09/30/2022.  The Customer was correct that he was sent an email advising that a refund would be issued once the returned product was received and processed at our warehouse.  Prior to our receipt of the returned product, the Customer put in a Rapid Dispute Resolution with his card issuer and the funds were refunded to the card issuer on 10/05/2022 (RDR number 24906412270157092467946).  Once refunds are disbursed through Rapid Dispute Resolution, we unfortunately cannot provide additional assistance on how and when those refunds will be posted to a customers credit card account,therefore the Customer will need to reach out to the card issuer for these details.  On our end the funds have already been released.  Please feel free to call or email customer service any time with additional questions.

  Customer Answer

  Date: 11/17/2022

   
  I am rejecting this response because: I contacted my bank, ***** Fargo, and they have no record of any refund made to my account. 
  
  

  Business Response

  Date: 11/23/2022

  Afternoon -- Our team has double confirmed with both the payment processor and the dispute management company that this chargeback has been resolved.  *********** accepted it so the card issuer could complete your refund.  The *** (***********************) should show your card issuer that it has been completed.  *********** can do nothing else in this situation as the refund has been approved.  We recommend you contact your card issuer with the *** number again.  At this point it is your only option as we have no power to close a chargeback investigation in your favor. Only your card issuer can do that.
  

  Customer Answer

  Date: 11/28/2022

   
  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:10/20/2022

  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.

  $78.08 charge on my credit card on 9/14/2022. this is an unauthorized charge to my card. I told them I did not ant any of their product ......they sent it anyway. I returned the product and they have forgotten to refund my credit card. Hoping I forget about it.....they need to refund me $78.08

  Business Response

  Date: 11/03/2022

  The customer placed an initial trial order for Nugenix on 08/25/2022.  The customer called customer service to cancel the first monthly supply of the product on 09/15/2022.  On 9/15/2022, the customers account was cancelled indefinitely, and the customer was issued an RMA number and return instructions.  The product was returned to our warehouse and as of 10/20/22, and the customer was issued a full refund.  Please feel free to call or email customer service any time with additional questions, but we trust a full refund is a satisfactory resolution.