Complaints

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:03/10/2025

  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 have a recurring order subscription for Genepro protein powder that placed on 1/19/25. In February, when the order still had not shipped, I reached out via the customer service email listed in the order confirmation. I then went to their ******** page to see if there was a reason why there was a delay, and was met with many many comments of similar situations where people had placed orders or automatic orders had been placed, and no product had shipped out. I did see the company post a separate email address for a customer support person named ***** and I'm emailed her as well. I have still yet to receive a response to either inquiry, and there is still no shipping information. I also could not turn off my subscription so I was forced to cancel my card to ensure that I do not end up with repeat transactions. They are actively still advertising this product, and are taking orders and I cannot find a single instance of anybody receiving the product. All I want is a refund, even though I do believe what they are doing is outright theft at this point. I have attached the order confirmation, my scent and non replied emails to both customer service addresses, and screenshots of the many, many put out customers on their social media accounts. I did not screenshot ******** because it was simply too many to fit in a single screenshot, but it can be seen on their most recent **************

  Business Response

  Date: 03/10/2025

  As stated in all emails to our customers, all orders will be shipped of the pre-ordered Gen4 on the release date of April 15th. If the customer would prefer the Gen3 product, please let us know and we will gladly ship that in it's place. 

   

  Thank you,

  Ariek

  Customer Answer

  Date: 03/10/2025

   
  Complaint: 23036264
  
  I am rejecting this response because:

  If ***** would have reviewed the attachments that I sent. She would see that I did not order the ***4 product. My subscription was for *** 3. There is no explanation in that email stating that my subscription would be changed, without my consent, nor that there would be a delay. Additionally, they have not responded to any inquiries I have sent.  I haven't even received a promotional email for them since 12/26/24, they have not updated ******** since 12/13/24. It appears, from the outside, that this company is imploding, and I believe offering to ship me the original product is an attempt to avoid providing a refund, and "kick the can down the road". I am demanding a refund, or I will be submitting this, all of the documentation, information and proof I've gathered, to the attorney general, and suggesting others do the same. If I were an anomaly, then I could accept that this is just a miscommunication however because their social media sites are inundated with folks who have been charged for orders that have not shipped, who are also receiving no information until they are reaching for associations like trustpilot and the BBB to triage the situation, I believe this is a symptom of a systemic collapse of a previously functioning business. This is outright theft.
  
  Sincerely,
  
  **** ******

  Business Response

  Date: 03/18/2025

  Marketing sent out emails informing all subscribers that there would be a change to the Gen4 unless there was a correspondence asking/requesting to ship any remaining Gen3. We did not receive such request so this order was automatically marked as Gen4. Please let us know if you would like for us to send Ge3 or wait to ship the new Gen4 upon launch.

   

  *****

• Initial Complaint

  Date:03/06/2025

  Type:Delivery 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 placed my order for protein powder on 2/3/25, and my card was charged that same day. I have confirmation that my order was received, but no shipment. I love this product and have ordered previously with no issue. I would like my order delivered, or a refund as soon as possible.

  Business Response

  Date: 03/06/2025

  All preorders of the new Gen4 powders are still on target for April 15th shipping. If the customer would like the previous version, we can gladly ship that. We just need to know. 
  

  thank you,

  Dr. ***** M. *****

  Customer Answer

  Date: 03/07/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
     ***I can wait for the April 15 shipment date.  It would have been better to be made aware that this was a pre-order at the time. ***
  Sincerely,
  
  ******* *******

• Initial Complaint

  Date:02/25/2025

  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 online a protein powder product from this company on 2.12.2025. I have yet to receive my product and it's already paid for. I have sent two emails, and messages on their ******** and Instagram. Upon doing some research, many other customers are having this same issue with no resolution or response from the company.

  Business Response

  Date: 02/25/2025

  Thank you for your pre-order of the new Gen4 Genepro. We are still on target for an April 1 launch. 

• Initial Complaint

  Date:02/13/2025

  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.

  I ordered two bags of their protein powder in Dec. The product never came. I called, left messages and emails. After about 6 weeks, I finally got an email back, stating the packaging was recalled due to a misprinting. That was about 3-4 weeks ago. Again, within the last week, I have reached out via email and called every possible phone number I could find online, to no avail. No one answers. No one returns calls or emails. I want my product or a full refund.

  Business Response

  Date: 02/13/2025

  My sincerest apologies. These are pre-order items for the April 1 launch of Gen4. We can send these out as Gen3 next week or we can issue a refund or we can wait to ship the Gen4 upon launch. Please let us know what the customer would like to do. 

   

  Ariel

  Customer Answer

  Date: 02/14/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. Thank you for clarifying about the delay. This is NOT what was told to me on previous communications. I appreciate you clarifying this. Have a great afternoon. 
  
  Sincerely,
  
  ******* *******

• Initial Complaint

  Date:01/14/2025

  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.

  ******G order number I placed an order on November ************************************************************************************** they are escalating my claim but still havent not been resolved.

  Business Response

  Date: 01/14/2025

  This order had been delivers via USPS

  1Z906A60YW50592547
  

  thank you. 
  

  dr. ***** *. Parks 

  CEO, Genepro Protein 

  Customer Answer

  Date: 01/14/2025

   
  Complaint: 22807431
  
  I am rejecting this response because:
  I never received the merchandise. I also never received an answer from the company after many attempts to rectify the situation
  Sincerely,
  
  ******* *****

  Business Response

  Date: 01/14/2025

  This order had been delivers via USPS
  1Z906A60YW50592547

  Since this order has been delivered, the customer will need to contact the postal service to locate the package  

  
  thank you. 
  
  dr. ***** *. Parks 
  CEO, Genepro Protein 

  Business Response

  Date: 01/15/2025

  USPS tracking number
  9405511105502312327794
  

   

  This shows as delivered. 

   

  Thank you - Dr. ***** M. *****

  CEO Genepro Protein, Inc.

  Customer Answer

  Date: 01/15/2025

   
  Complaint: 22807431
  
  I am rejecting this response because:
  For the numerous times, I did not receive my product.
  Sincerely,
  
  ******* *****

  Business Response

  Date: 01/15/2025

  As previously stated.. The **** shows the product as delivered. The customer will need to contact their local post office and submit a claim for the missing package. We are a small, family owned business and we firmly stand behind our product(s) but we can not send out "free" products when the **** system shows it as being delivered. 

   

  This order had been delivers via ****
  1Z906A60YW50592547

   

  *****

  Customer Answer

  Date: 01/15/2025

   
  Complaint: 22807431
  
  I am rejecting this response because:
  I am a loyal customer as you can see by my purchase history. I will submit a claim. I am very unhappy with the customer service I have received. I am insulted that you insinuated that I am looking for free product. 
  Sincerely,
  
  ******* *****

• Initial Complaint

  Date:01/13/2025

  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 some protein powder from them. I had a subscription. I decided to cancel my subscription because I was not using the stuff as fast as they were sending it to me. I emailed them SEVERAL times asking them to cancel my subscription. I received more. I called and spoke to someone and they said they would let the correct person know to cancel. I received more. I was able to get a return label for two of the packages. I sent them back. A month later no refund. So I wrote a very concerning email and said I was going to report them to the BBB. Wouldn't ya know I got my refund the next day and a note sayi.g.they cancelled my subscription. BUT in the meantime, I received ANOTHER packet. I emailed and got a return label. It is now two weeks and STILL no refund. I wrote to them but have not received my refund and no response to my email So just for s**** and giggles I went onto their ******** page and if you go through the posts from people so many people have not received their product at all after making a payment. So it's not just me who is having difficulty. It's multiple people. So when I went in to their site to take a pic of my invoice, hmmmmm, all my info is blacked out. But I am sending it to you anyway.

  Business Response

  Date: 01/13/2025

  We have responded to the customer. They registered for the subscription service in order to get the discount. We require 3 months of purchased in order to fulfill their subscription obligation. They can log into the account they created at any time to adjust the kind of product, size as well as frequency and as soon as they complete their third order, they can cancel on their own through that same login they created when the registered for the subscription service. 

   

  Here is the direct link on our policy on our website ***************************************************************

   

  Thank you,

  Dr. ***** M. *****

  CEO/Co-Founder Genepro Protein

• Initial Complaint

  Date:01/06/2025

  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 am experiencing the same issue of not receiving my product ordered and paid for on Nov 17th. I've made multiple phone calls speaking with "someone" who is taking their calls but saying they aren't part of the company. The people I spoke with two different times suggested I contact them via email @ ******************************************* I pointed out to them that their website shows the contact website as ******************************************* I did both, with no response. I am currently into them for over $95. I do like the product, but apparently there is something going on with the company. I am not very happy at this point and am taking the steps to log it with BBB and then Attorney General.

  Business Response

  Date: 01/06/2025

  Product was delivered.. tracking # 9405511105501282393082
  

• Initial Complaint

  Date:12/22/2024

  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 placed an order on Dec. 3, 2024 for Genepro G3 protein supplement x2 bags of 128servings. My HSA account monies were used for the purchase verified through ******* to the sum of $202.98. I received and email that order was received and an email would be sent when product shipped. I also received email that payment was received from my *** account . All this happened normally without issue,however I never received an email that product had shipped and never received product. I started reaching out by phone and multiple emails to customer service without any responses over the last few weeks. I've talked to multiple receptionists who each said they were sending my issue on to the appropriate teams, and 1 even said she would send it to the owner. I was told there was no supervisor to speak with me on multiple occasions. I explained to them that the fact that funds were deducted from federal monies through my *** account made this also a federal issue as the end of the year approaches for my *** account funds! I told them I was going to file a BBB complaint and that still received no results. I found a 2nd email address to someone named **** at the warehouse in ****, apparently, and emailed them too. I'm having absolutely NO success in getting my products. This was not the 1st time I've ordered directly from Genepro or used *** funds for payment. I just want my product!!

  Business Response

  Date: 12/23/2024

  We lost all inventory during hurricane ******. With the world wide protein shortage. It has taken some time to acquire the raw materials to replace what was lost. All orders will be fulfilled before January 5th. My apologies.