Business Profile

Vitamins and Supplements

Direct Digital, LLC

Headquarters

Complaints

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

Customer Complaints Summary

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

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Submit a Complaint

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:04/07/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
They keep sending me emails saying I owe $82 I have never purchased nothing from them.
Business Response
Date: 04/10/2025
On March 11, 2025,Mr. ******* 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 monthly recurring 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. ********** provided his email address as a ********* account.

As is the case with all Instaflex trial orders, Mr. ******* checked the box next to the checkout button agreeing to the terms and conditions of the trial offer. Please note that our customer service contact information is included in every receipt e-mail and is available throughout our website and on our product packaging. Our records show that Mr. ******* did not reach out to us at the end of the 18-day trial period therefore we attempted to process the enrollment price for a monthly supply per our terms. This charge declined and the customer was contacted about keeping enrollment. Mr. ******** account was cancelled April 9th indefinitely and will no longer continue the enrollment processing. Mr ******* can call or email customer service at any time with additional questions.
Initial Complaint
Date:04/07/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I called to ****** my subscription, and customer service refused and wanted to offer some extra discount instead. I told him that I don't need the product. He said until I am not truefull with my reasons he can not proceed with the conversation. He hung on me.Also, the company uses different phone numbers. On my credit card statement, the phone number is ************ in **. In the shipment package, the sender city is *****************I did not request a refund. I only wanted to cancel the subscription. Cost of the product is $80.18 per month.
Business Response
Date: 04/10/2025
Our records show that Mr. ********** called our customer service team on April 5, 2025. Per the phone call on April 5, 2025, Mr. ************ recurring monthly subscription was cancelled indefinitely at his request and no further orders will ship out. We hope this is a satisfactory resolution.
Initial Complaint
Date:04/03/2025
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Nuegenix 14 day trial never received and notified them and they then charge me for a full $83 on a product I've never even received.
Business Response
Date: 04/10/2025
On March 18, 2025, Ms. ***** signed up for a trial of Nugenix for Womens Balance. 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, Ms. ***** checked the box next to the checkout button affirming her agreement to the terms and conditions of the trial offer. Please note that our customer service contact information is included in every receipt e-mail and is available throughout our website and on our product packaging. As of April 3, 2025, ******** has not reached out through these channels to indicate her delivery was/is missing or to cancel her subscription prior to rebilling. The recurring monthly subscription was cancelled indefinitely because of todays BBB information. Based on Ms. ****** trial tracking, there have been repeated attempts to deliver and has delivered April 3, 2025 (*******************************************************************). The monthly supply billed because of trial renewal can be refused as well, as it is already on its way. Return instructions have also been emailed to Ms. ******
Customer Answer
Date: 04/10/2025

I am rejecting this response because:
Because I did not receive the trial product or product was not delivered to my mailbox or house.
Business Response
Date: 04/16/2025
Ms. ******* deliveries, while reflecting delivery, were submitted for an open investigation with the shipping company. At the conclusion of this investigation, we refunded Ms. ***** for the trial offer and monthly supply. Return instructions are still active for Ms. ***** should she locate either or both packages, and were emailed to her April 3rd to her original email address on file.
Initial Complaint
Date:03/17/2025
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I went online through **** to order this Instaflex Advanced Joint Support on 02/10/2025 - order # ************** three bottles at ***** + tax = ***** charged to my credit card. Received them on 02/18/2025. Followed the directions on the bottle and needless to say, this product didn't help me at all. Went back online to request a RETURN for my order through **** & the seller of which is SAJHAI 3546. I have followed all of the rules outlined by them in order to return this product back to them. Sorry to report, it didn't help at all & my return was denied by them for some unknown reason. When I went to see my Orthopedic doctor and showed the bottle to him, he said that this is FALSE advertisement on their part as there isn't a pill on the market today being advertised to support or cure bone health at all. The same with the product called Osteo Bi-Flex joint health - FALSE ADVERTISING ALSO. Only plasma shots can help with joint pain at this time or a partial knee replacement according to my doctor. All of this very expensive & most health insurance companies will not cover. So, these scammers come online to offer a PILL that can help cure joint pain to take advantage of you and rob you of your money. They need to be put out of business and stronger laws enforced to keep this from taking place.
Business Response
Date: 03/18/2025
Good Evening, Instaflex Advanced Joint Support is made with UC-II and Apresflex -- each of these two ingredients with multiple clinical studies showing verified benefits for joint health. Unfortunately the company cannot guarantee anything purchased on **** as they are not an authorized retailer of Instaflex Advanced, and neither is the seller you mentioned. If you would like to try the benefits of Instaflex we encourage you to visit our website at ****************************** to make any future purchases.
Customer Answer
Date: 03/19/2025

I am rejecting this response because: THIS IS A INSTAFLEX PRODUCT AND SHOULD NOT MAKE ONE DIFFERENCE AT ALL AS TO WHOM IT IS BOUGHT FROM. YES, IT WAS PURCHASED UPON **** THROUGH A SELLER FROM SAJHAI 3546 ORDER # ************** 3 bottles of 30 capsules each = ***** + tax = 62.45. You being the parent company of this product located in ***********, *********; regardless of where it was bought from, should honor your own Guarantee return policy on your own product. THEIR IS NO LOGICAL REASON AT ALL ON YOUR PART NOT TO HONOR THIS RETURN - UNLESS IT ISN'T AT ALL WHAT YOU CLAIM IT TO BE AND THAT IS FALSE ADVERTISING ON YOUR PART OF WHICH BEING THE CUSTOMER INVOLVED AND BUYING THIS PRODUCT IN GOOD FAITH THAT IT MIGHT OF HELPED AND IT DIDN'T DO AT ALL AS BEING ADVERTISED BY YOU. WE ARE NOT ALL THE SAME AND WHAT MIGHT WORK FOR ONE PERSON - DOESN'T MEAN IT WILL WORK FOR ALL. SEND RETURN LABEL & REFUND BACK ONTO MY CREDIT CARD.

Business Response
Date: 03/19/2025
I'm sorry for your unpleasant experience. However, please understand it is impossible for any company to issue a refund for a product it did not sell. In addition, the company cannot guarantee the quality or authenticity of any product a consumer chooses to purchase from an unauthorized reseller. It is unfortunately the consumer's risk to bear when purchasing (usually discounted) products on a reselling site like eBay. If you feel you have received a product of inferior quality please report to **** immediately. I hope that they will be able to assist you further.

Customer Answer
Date: 03/20/2025

I am rejecting this response because: Never in my lifetime have I seen such a stupid response from them. Just what does **** have to do with this complaint against you tube - Google????? Did as requested from the last response received by the to go to *************** **************************** TV/get help - needless to say it did take me to a place to cancel this service with them and when I clicked on it to do so, it said that my credit card would be charged starting 03/28/2025 82.99. Then in an other area, it also said, membership is ineligible for a refund DUE TO YOU TUBE REFUND POLICY. Wasted time on my part. So, once again tried calling them again at 3:10 pm est at ************ to speak with a LIVE PERSON - couldn't do so because their system was down so they say. With ******* it is all about the money and not the service they provide to the customer without having to pay EXTRA for a lot of other things you don't want or need. I HAVE DONE AS REQUESTED BY THEM EVERYTHING THAT I WAS ASKED TO DO. IT IS TOTAL FAILURE ON THEIR PART TO ISSUE A REFUND BACK ONTO MY CREDIT CARD AND MAYBE TIME FOR THE *** & STATE ATTORNEY GENERAL TO GET INVOLVED TO PUT THEM OUT OF BUSINESS FOR FALSE ADVERTISING ON THEIR PART. Thanks
Initial Complaint
Date:03/13/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I had ordered the product from them and it was saying that after 1 week that I would feel better. I informed them that I had not. They told me to keep trying to use the product. After 3 weeks I again let them know that it was not working. They told me again that sometimes that it may take longer. I again tried it for one more week and it did not help. I was told to use the rest of the bottle up and then to let them know. 6 weeks I again let them know and they told me that they only had a 30 day return policy. I informed them that I had been in touch with them the whole time and they told me they were sorry but they would not refund the $29.99 back to me.
Business Response
Date: 03/20/2025
Good Evening -- there may be some confusion. Customer ordered a 14 day trial of ********************** Advanced at no cost, only a shipping fee. This product has clinical studies showing efficacy beginning in 7 days. The trial order does not have any product to refund as it was just a trial size bottle without a fee. The customer also purchased a ********************** Multivitamin in a full bottle size. The multivitamin request for refund did not come in until nearly 2 months after the first order which is outside the refund period. We apologize for any confusion but there are items eligible for a return at this time.
Customer Answer
Date: 03/21/2025

I am rejecting this response because: I was in contact with them every step of the way which they obviously forgot to put in there notes. I put my notes to them into the message and they said that I was beyond the 60 day notice but if you add 15 and 60 it is 75 days so I was within the 60 days when I asked for the refund. *****

Business Response
Date: 03/21/2025
We have reviewed your account again and issued you a refund. It should post to your card within 10 business days.
Initial Complaint
Date:02/13/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I purchased Super Beta Prostate Advanced 120 Caplets at *******. One of the Caplets is split in half. The other half is missing. I phoned Adaptive Health on the label of their product. They said call *******. The don't want to take responsibility??? Then I E Mailed these folks. They asked me a series of questions? Then whent on to say ***************
Business Response
Date: 02/19/2025
We are sorry you had an unsatisfying experience with your retail purchase. Please be advised that customers must report issues related to defective or damaged products to the retailers/authorized thirty party vendors from whom they bought the product as those are the locations they were directly purchased from. Note that our customer service agents did offer to make a record of the customer's complaint but an ultimate solution must be pursued directly through *******. We hope this provides a satisfactory resolution. The customer may contact customer service at any time with additional questions or concerns.
Customer Answer
Date: 02/19/2025

I am rejecting this response because:
They are just Blowing Me Off.
I want this complaint posted on BBB website.
I do not want to pursue this any further.
Thanks BBB
Initial Complaint
Date:02/05/2025
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Unauthorized payment of almost $85. I have called, left messages, sent countless emails and no one will return my messages for a refund from the unauthorized charge.
Business Response
Date: 02/13/2025
On January 15, 2025, Mr. ****** 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, Mr. ****** checked the box next to the checkout button affirming his agreement to the terms and conditions of the trial offer. Please note that our customer service contact information is included in every receipt e-mail and is available throughout our website and on our product packaging. On February 4, 2025, Mr. ******** recurring monthly subscription was cancelled indefinitely at his request. Additionally, ********* has been e-mailed an RMA # and return instructions for her recurring monthly supply. Once the package is received at our warehouse, we will process a refund. Mr. ****** can expedite the refund process by providing return tracking information to our customer service team. Alternatively, Mr. ****** may refuse delivery by writing REFUSED or RETURN TO SENDER on the unopened package (not the shipping label) and then contact our customer service team for an expedited refund. We trust that the offer of a refund provides a satisfactory resolution to the issue. Mr. ****** can call or email customer service any time with additional questions.
Initial Complaint
Date:01/26/2025
Type:Product Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I have tried to cancel this company. This is a subscription scam. They will not let me reset my password to cancel. It just goes to the same page again and again.When I call the customer service number, I get a recording that they dont recognize my telephone number.I want it stopped!
Business Response
Date: 01/31/2025
On April 9, 2024, Mr. ******** 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 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, Mr. ******** checked the box next to the checkout button affirming his agreement to the terms and conditions of the trial offer. On January 27, 2025, Mr. ********** recurring monthly subscription was cancelled indefinitely following an email request.Please note that Mr. ******** failed to create a Peptiva portal login and,therefore, was not able to access our online portal. We trust this explanation provides a satisfactory resolution to the issue. Mr. ******** can call or email customer service at any time with additional questions.
Customer Answer
Date: 01/31/2025

Better Business Bureau:

I have reviewed the response made by the business in reference to my complaint, and find that this resolution is satisfactory to me.

Thank you.
Initial Complaint
Date:01/23/2025
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Nugenix had a free trial of their product where the customer only pays shipping. I read, and re-read the page to make sure there was no recurring charges or subscriptions before I signed up because things like that have happened in the past. It specifically said you will not be charged anything other than the shipping. Today, I checked my account and saw a $75 charge. I called customer service and he said that I signed up for a subscription. I told him exactly what it said when I made the purchase and he said that their policy is that I have to pay for shipping to send it back with tracking and then call them to see if they receive it and then I can get a refund. This is very frustrating because I MADE SURE that there were going to be no recurring charges. They are lying to customers and taking their money and on top of that, charging us to ship back the product we didn't sign up for. I not only want my money back, I want them to pay for the shipping and to post CLEARLY on the website that you will be signed up for a monthly subscription and you will have to pay for your own shipping to send the product back if you do not want it.
Business Response
Date: 01/30/2025
On January 2, 2025, Mr. ******** 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, Mr. ******** checked the box next to the checkout button affirming his agreement to the terms and conditions of the trial offer. On January 23, 2025, Mr. ********** recurring monthly subscription was cancelled indefinitely at his request. Additionally, *********** has been e-mailed an RMA # and return instructions for his recurring monthly supply. Once the package is received at our warehouse, we will process a refund. Mr. ******** can expedite the refund process by providing return tracking information to our customer service team. Alternatively, Mr. ******** may refuse delivery by writing REFUSED or RETURN TO SENDER on the unopened package (not the shipping label) and then contact our customer service team for an expedited refund. We trust that the offer of a refund provides a satisfactory resolution to the issue. Mr. ******** can call or email customer service any time with additional questions.
Initial Complaint
Date:01/12/2025
Type:Delivery Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I ordered a sample packet last night for Instaflex. when I looked at my card this morning, I had a charge of $31.79. plus the $5.99 that it was suppose to be. The girl I spoke to said that I ordered vitamins with my order. I absolutely did not order vitamins. When I sent order thru it was just for the sample. I hate when companies do this to me. I thought they were a good company.
Business Response
Date: 01/17/2025
On January 11, 2025, Ms. **** signed up for a trial of Instaflex Advanced and selected the upsell option to add a bottle of Instaflex Multivitamin to her order. We disclose all aspects of the upsell and require customers to check a box stating they have read and agree to the terms and conditions before they can complete their order.

As is the case with all upsell orders, Ms. **** checked the box affirming her agreement to the terms and conditions of the upsell offer. On January *******, Ms. ****** Instaflex subscription was cancelled indefinitely at her request.Additionally, Ms. **** has been e-mailed an RMA # and return instructions for the Instaflex Multivitamin. Once the package is received at our warehouse, we will process a refund. Ms. **** can expedite the refund process by providing return tracking information to our customer service team. 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.

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