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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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:01/09/2025
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.
On 12/28/24 I ordered the free sample of Peptiva and after seeing I would be charged $6.40 for shipping, I immediately changed my mind and let them know right then. They claimed that it had already shipped which was impossible and have refused to refund me for the $6.40 even though I have asked them to repeatedly. I just received the product yesterday, 1/8/25 and did not open it, but wrote on the product "Refused, Return to Sender, Refund $6.40" and my mail lady picked it up yesterday for return. I let the company know that I had returned it and asked again if they would refund me, but they continue to refuse. The phone number that is on my bank statement for them, ************, is fraudulent. The phone number listed for their business is also fraudulent.
Business Response
Date: 01/15/2025
On December 27, 2024, Ms. ******* 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, 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, including our phone number, is included in every receipt e-mail and is available throughout our website and on our product packaging. Please also note that e-mails,even if sent immediately after purchasing, do require a wait time for processing. Cancellation by phone typically has a faster response time. In addition, while recurring monthly supplies fall under our 30-day refund policy,trial orders do not. As of December 27, 2024, Ms. ********* recurring monthly subscription was cancelled indefinitely at her request. We trust that this explanation provides a satisfactory resolution to the issue. Ms. ******* can call or email customer service any time with additional questions.
Customer Answer
Date: 01/15/2025

I am rejecting this response because:
Peptiva sent me an email stating they were refunding me; however, as of today, they have not. See attached email.
Business Response
Date: 01/17/2025
Thank you for this additional information. **** tracking shows that the package was marked "Return to Sender" and a refund has been issued as of January 16, 2024. Please feel free to reach out to customer service with any additional questions or concerns.
Initial Complaint
Date:01/08/2025
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 ordered Magnesium Glycinate from Doctors Preferred, and I got a bottle of it along with a bottle of Mindful Advantage. Fine. Then for the next 5 months I am mailed a bottle of Mindful Advantage when it wasn't the product I wanted. I was charged ***** for every bottle. I went to my bank and they cannot find any way to get a hold of this business and get my money back. I had to cancel my debt card in order for the charges to stop. There is no customer service number, the bags do not contain any paperwork or receipt. And I don't know what else to do.Any help is appreciated
Business Response
Date: 01/13/2025
On July 17, 2024, Ms. ********** signed up for a trial of Mindful Advantage. 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 Mindful Advantage 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 Ms. ********** ordered a trial of Mindful Advantage, which included a complementary bottle of Magnesium Glycinate. There was no independent offer for this product. In addition, our customer service contact information is included in every receipt e-mail and is available throughout our website and on our product packaging.

On December 18, 2024, Ms. ************ recurring monthly subscription was cancelled indefinitely after a series of credit card declines. Ms. ********** has been e-mailed an RMA # and return instructions for her October recurring monthly supply. 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. Please be advised that although Ms. ********** received two other recurring monthly supplies, those two are outside of our return window. Further, Ms. ********** was not charged $400 for our products. We trust that the offer of a refund provides a satisfactory resolution to the issue. Ms. ********** can call or email customer service any time with additional questions.
Initial Complaint
Date:12/17/2024
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 am 72 year old retired teacher. I received these supplement in 2 shipments. The first was Mindful Advantage and Magnesium Glycinate for I believe $7. I did not order either one. The third was Mindful Advantage. The price was $80. Again I had not ordered this. Both amounts were on my credit card through my banking. I have tried calling but I can't get to a receptionist.
Business Response
Date: 12/23/2024
On November 14, 2024, Ms. ********* signed up for a trial of Mindful Advantage. 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 Mindful Advantage trial orders, Ms. ********* checked the box next to the checkout button affirming her agreement to the terms and conditions of the trial offer. On December 13, 2024, Ms. *********** recurring monthly subscription was cancelled indefinitely at her request. Additionally, Ms. ********* has been e-mailed an RMA # and return instructions for the one recurring monthly supply she received. 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.
Initial Complaint
Date:12/05/2024
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I was given a trial period for the Peptiva product for $5.99. They told me that after the trial period, I would be charged $29.99. They then charged me $90 instead. They didnt give me a receipt, so I had to check my credit card to see how much they charged. Because I wasnt aware at first how much they charged, the return period passed and I couldnt get my money back.
Business Response
Date: 12/12/2024
On October 8, 2024, Ms. **** 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, Ms. **** checked the box next to the checkout button affirming her agreement to the terms and conditions of the trial offer. On December 5, 2024, Ms. ****** recurring monthly subscription was cancelled indefinitely at her request. Additionally, Ms. **** has been e-mailed an RMA # and return instructions for her November recurring monthly supply. 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. Please note that Ms. ***** October monthly recurring supply is outside of our 30-day money back guarantee period and not eligible for a refund. At no time was Ms. **** charged $90.Additionally, Ms. **** was never told that the charge would be $29.99. Ms. **** can call or email customer service any time with additional questions.
Initial Complaint
Date:11/25/2024
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 signed up for a free sample from this company. I never signed up for a recurring subscription. There was a small shipping fee so I paid that. However, since then they have been charging me monthly for a product I do not want. I would like to get a credit for the $69.73 that I did not authorize to pay. This company is a scam. They said it was in the small print that it was a subscription, but I never saw it.
Business Response
Date: 11/27/2024
On September 8, 2024, Ms. *********** signed up for a trial of Peptiva +Sleep Support. Customers who do not cancel before the end of the trial period are shipped and billed for a recurring monthly supply. Customers may cancel any time during or after their trial period with no further obligation to buy. We disclose all aspects of the trial program on the checkout page immediately next to the checkout button and require all customers to check a box stating they have read and agree to the terms and conditions before they can complete their order. We also include a copy of the terms in an email receipt sent immediately after purchase.

As is the case with all Peptiva trial orders, Ms. *********** checked the box next to the checkout button affirming her agreement to the terms and conditions of the trial offer. 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 November 22, 2024, Ms. ************* recurring monthly subscription was cancelled indefinitely. Additionally, Ms. *********** 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. 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.
Customer Answer
Date: 12/03/2024

I am rejecting this response because I mailed my return back to you. I have not received a credit yet. I will accept this ones credit has been received

Business Response
Date: 12/04/2024
Our warehouse records do not show that a return has been received. **** tracking information shows that the package was successfully delivered and not refused by the customer. We will process a refund once the package has been received by our warehouse. To expedite the refund, Ms. *********** may provide our customer service team with return tracking information showing that the package is in our possession. Once we have the tracking information, a refund will be issued. Ms. *********** may reach out to our customer service team ************************ with additional questions or concerns.
Customer Answer
Date: 12/05/2024

I am rejecting this response because I have enclosed the return receipt with the tracking number highlighted. Please follow this up and issue me my credit. Then I will accept the response

tracking #**********************

Would not let me upload a photo. Package should either be there today or tomorrow.

Business Response
Date: 12/05/2024
Thank you for providing return tracking information. A refund for the monthly recurring subscription order you received was processed today, December 5, 2024. Please allow up to 3-5 business days for your financial institution to process the refund. Note that processing times may vary. It may take up to a full billing cycle for the refund to be reflected in your billing statement. Please feel free to call or email customer service at any time with additional questions or concerns.
Customer Answer
Date: 12/06/2024

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:11/24/2024
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 saw their advertisement online. They said try it for 2 weeks before you buy. I sent for the free trial. I never got the trial and they just sent a subscription. I never had a chance to try before buying like their website says.
Business Response
Date: 11/27/2024
We are sorry that Mr. ******* had an unsatisfying purchase experience. We strive to ensure that all orders are processed and shipped promptly, but on rare occasions shipping delays or errors do occur. Please note that **** does not notify us of delivery issues. **** records show that Mr. ******** Nugenix trial was delivered on November 18, 2024. In consideration of the delivery issues Mr. ******* experienced, a full refund has been issued for the ******** addition, on November 22, 2024, Mr. ******** recurring monthly subscription was cancelled indefinitely at his request. Mr. ******* has been e-mailed an RMA # and return instructions for the 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 apologize for any inconvenience caused. We trust that the offer of a refund provides a satisfactory resolution to the issue. Mr. ******* may call or email customer service at any time with additional questions or concerns.
Initial Complaint
Date:11/22/2024
Type:Sales and Advertising 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 placed an order with nugenix for about ***** of their products. I received notice that the package had been delivered but I never received the package. I found out through the post office that Nugenixs sent the product to the wrong address. When I contacted Nigerias and checked my address on file it was correct so somehow in there process of shipping the address numbers were out of order so the package went to the wrong address. Nigerias said they would send the order to the correct address and when I called **** for a tracking number they said to much time had gone by and they would not be resending the order. The package was said to be delivered on November 15 2024 , I first contacted Nugenix that monday because the post office was closed over the weekend.
Business Response
Date: 11/27/2024
On October 20, 2024, 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. The address Mr. ******** provided at time of order was flagged in our system as "does not exist and it was auto-corrected.
An email is automatically sent when corrections are made on an account, and this email would have shown the updated address. Mr. ******** called and spoke to our call center agents twice and updated his address to a different address each time. The final updated address has a different house number than Mr. ******** originally provided at the time of purchase. We are not responsible for incorrect addresses provided by a customer. We trust that this explanation provides a satisfactory resolution to the issue. Mr. ******** can call or email customer service any time with additional questions.
Initial Complaint
Date:11/19/2024
Type:Sales and Advertising 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.
***** claim for products and *** made made prior ruling in this matter!
Business Response
Date: 11/26/2024
On October 31, 2024, 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 recurring monthly supply. Customers may cancel any time during or after their trial period with no further obligation to buy. We disclose all aspects of the trial program on the checkout page immediately next to the checkout button and require all customers to check a box stating they have read and agree to the terms and conditions before they can complete their order. We also include a copy of the terms in an email receipt sent immediately after purchase.

As is the case with all Instaflex trial orders, Mr. ******* checked the box next to the checkout button affirming his agreement to the terms and conditions of the trial offer. On November 19, 2024, Mr. ********* recurring monthly subscription was cancelled indefinitely at his request. Additionally,the monthly subscription shipment for Mr. ******** order was voided and the charge was reversed. We trust that the charge reversal provides a satisfactory resolution to the issue. Mr. ******* can call or email customer service any time with additional questions.
Customer Answer
Date: 12/02/2024

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.

First, I was impressed with your prompt response and remedies offered by Instaflex to reverse the charge on my credit card. Based on that action on the part of the company, I will consider the matter fully resolved.

Thank you for your assistance!

Respectfully submitted,

**** *******, Esq.
Initial Complaint
Date:11/16/2024
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I responded to an ad offering Instaflex lotion for free in early October 2024. I got the free ointment and unsolicited pills soon after. On October 19, 2024 I was charged $75.98 for some medicine. I contacted the company, told them I didnt order medicine. They said it was sent automatically because I didnt DECLINE it. I told them I was sick, then hospitalized. The man on the phone told me to write a code on the bag with the meds and send it back, no postage required. I did that immediately and took a picture of the pkg before sending it back. Today is November 16th, nearly a month after sending back the meds and I have not been reimbursed. I am 67 years old and have to supplement my Social Security income by working part time. The $75.98 I was told I would be reimbursed equals a days pay.Please have Instaflex refund my money as the man I spoke with instructed me how to get. Thank you
Business Response
Date: 11/22/2024
On September 29, 2024, Ms. ****** ***** signed up for a trial of Instaflex Advanced. Customers who do not cancel before the end of the trial period are shipped and billed for a recurring monthly supply. Customers may cancel any time during or after their trial period with no further obligation to buy. We disclose all aspects of the trial program on the checkout page immediately next to the checkout button and require all customers to check a box stating they have read and agree to the terms and conditions before they can complete their order. We also include a copy of the terms in an email receipt sent immediately after purchase.

As is the case with all Instaflex trial orders, Ms. ****** ***** checked the box next to the checkout button affirming her agreement to the terms and conditions of the trial offer. On October 21, 2024, Ms. ****** ******* recurring monthly subscription was cancelled indefinitely at her request. On November *******, a refund was initiated for the one recurring monthly supply Ms. ****** received. We trust that the refund provides a satisfactory resolution to the issue. Ms. ****** ***** can call or email customer service any time with additional questions.
Initial Complaint
Date:11/16/2024
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I have been using there products for about a year now. On my last order i had changed my address. I have paid for my order in full and I have not received it at all! I have contacted them about this and they said basically ow well and did not offer me a refund or to replace the products that I had ordered! I have filed a Police report with the ****** **. 24-T0000194 and also at the ************************* as well! I HAVE NOT BEEN HAPPY WITH THEM JUST BLOWING ME OFF, NO RESOLVE AT ALL! If I have to file a law suit it will be for the full amount of small claims which is ten thousand dollars! I WANT MY MONEY RETURNED TO ME NO IFS ANS OR BUTTS! THIS IS NOT COOL! I also have the printout from the post office! PS this is another address Adaptive Health ************************************************************
Business Response
Date: 11/22/2024
Mr. **** placed a retail order through his online portal on September 3, 2024. At that time, he did not update his mailing address. Mr. **** subsequently emailed our customer service team to update his address and was told that the window for updating the address was missed given that his order had already shipped. He was provided **** tracking information to allow him to make a forwarding request with ****. Based on the tracking information, **** did successfully forward the package to to the address Mr. **** provided in his forwarding request. The package was delivered on September 14, 2024. Mr. **** contacted us repeatedly in September and has not done so since. We assume this matter has been resolved to Mr. ****** satisfaction. Mr. **** may reach out to our customer service team if he has additional questions or concerns.
Customer Answer
Date: 12/05/2024

I am rejecting this response because:

Also they admit that i had changed my address but still shipped it to the wrong one! #2 they lied and said it was shipped on the 3RD. when the shipping label was printed on the 5TH when also it had arrived at the post office on the 5TH, I have these papers from the post office as well! They have offered or attempted NOTHING AT ALL!

****** ****

Business Response
Date: 12/05/2024
We have provided all information regarding this matter in our initial response. **************** complaints and concerns are reviewed on an individual basis and handled accordingly. As explained in our initial response, Mr. **** provided incorrect postal address information at the point of sale. We are not responsible for errors or omissions made by customers when placing an order. We consider this matter closed and wish the customer all the best.

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