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:06/09/2025

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

   
  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 appreciate your help very much and your timely manner in our position. 
  
  Sincerely,
  
  Caprice Mesaeive their product and I have no ability of taking my card off of whatever account it is on.

  

  Business Response

  Date: 06/15/2025

  We received a request from ******* on Saturday, May 10th, to have the autoship cancelled. During our operational hours, we informed Caprice that we successfully located her account and proceeded to cancel the subscription on Thursday, May 15th.
  
  On Wednesday, June 4th, we received another email regarding an additional charge to the account. Upon further review of our system, we discovered that the cancellation of her subscription had not been completed. We sincerely apologize for this oversight and have issued a full refund to Caprice today, June 9th, for the subscription charge that occurred on May 28th. The refund can take 3-7 business days to reflect in *******'s bank/card account. We also reached out to ******* via email to confirm the refund details and provided clear return instructions in case they wish to return the order.
  

• Initial Complaint

  Date:03/14/2025

  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 ordered a detox from them that I never received. In the first email when I contacted them say said they would help, then I contact again after months of nothing happening and now they won't do anything and say to make sure my address is correct next time. The address was correct from the start and I never received it. They scammed me.

• Initial Complaint

  Date:07/15/2024

  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.

   
  Complaint: 21984882
  
  I am rejecting this response because:
  It's a bunch of c*** I didn't receive an email. Yall just try all of this slick stuff to try to get away with overcharging for water claiming it will change people's lives and rid parasites etc. Knowing peole worry about that stuff. It's a load of BS. Yall are trying to get rich off of good people worrying about theirselves and their loved ones. Judgement day will come??
  Sincerely,
  
  ***********;

  

  Business Response

  Date: 07/15/2024

  On June 8th, ****** used a promotion to receive her first order of our Zeolite Detox Pack with a $50 discount. This promotion requires that the autoship subscription option be selected in order to receive that $50 discount on the first order, and those details are explained on the promotion page before the order is placed. Using the promotion, the first bottle would have a subtotal of $39, followed by a charge of $89 for subsequent monthly orders (if they decide to keep the subscription, which can be canceled anytime). We sent an email to ****** on June 9th regarding the creation of the autoship order, including the pricing details of her July autoship order. ****** was charged on July 11th for the autoship order, which was delivered to her on July 13th.Our business hours are posted on our website, and our ****************** is closed on weekends. Therefore, if ****** attempted to call us during the weekend, she would not have been successful, but we aim to respond to support requests within 48 business hours. We have checked for any other forms of communication from ****** and found no history.We received a dispute notice from ******'s credit card company on July 15th. In the case of a dispute, a refund cannot be issued until the dispute has been finalized. A dispute can take 8 to 10 weeks to be resolved. We will send an email to ****** to provide the process for receiving a refund during an ongoing dispute.When using zeolite for the first time, detoxing the initial heavy metal load can take some time. Some folks notice a difference right away, for some, it takes a few weeks, while others never notice a difference (although, some folks notice a difference after they stop taking the product...and realize it was working for them and start taking it again). Not noticing a difference right away or at all doesn't mean the zeolite isn't working; everyone is different and feels different effects from a detox.
  

• Initial Complaint

  Date:02/28/2024

  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.

  Ordered from touchstone essentials early January for the first time. Paid well over $40 dollars for my order in which I did not receive. My wife has order from this company in the past and had issues with them also. I was ordering for my mom for her birthday since my wife said its a great product. Long story short I never received my order. Im not sure if it was our delivery guy but we always had issues getting deliveries from here. I contacted them via email and they took weeks to get back to me. They jerked me around and still have been jerking me around. I have called a totally of 4 times to speak with a supervisor being on hold each time for over ************************************************************************************ Never did. I finally sent ANOTHER email to get a response and kept getting the run around from ****** their team leader. She had nothing nice to say to me. She kept bringing up my wife. That you guys always have issues with your orders. That they will not be refunding me or sending a new one out. I find this to be unprofessional. This company is ridiculous. They deserve a **** against them for this.

  

  Business Response

  Date: 03/01/2024

  The account information provided to the BBB on this complaint bears the email address associated with the account for ****************. The address provided does not match any address in our system and the account bearing the name of ************************* has never been ordered from.  The phone number also does not match with any account in our system.  
  
  **************** placed their first order on March 16, 2023. This order was marked as delivered by ***** On March 24th we received a call from ******* stating that the order did not arrive. They confirmed the address and we issued a replacement order at that time to the same address.  
  This account had an auto-ship subscription and was shipped another shipment on May 3rd and again on July 9th.  On July 21st, we received a call that the order had been shipped to an old address (we had not been instructed to ship to a new address and there was not a new address on file on the account) but we issued a replacement order at that time and changed the address on the account.  
  
  An auto-ship order went out again to the corrected address on August 21st.  On August 24th we received a call from ******* that they no longer wanted to receive orders and wanted to return the ***********-ship order. We provided instructions to send the order back to us for a refund.  
  
  On August 25th, we received a call from ******* again as they were upset with our service and while we could not find fault on our end, we agreed to the courtesy of refunding the August order. The customer did not send this order back to us. 
  
  At this point, this customer was shipped two complimentary orders.  
  
  On May 12, 2023, ************************* created an account but did not place any orders.  There is no physical address associated with this account since no orders were placed.  
  
  On November 26, 2023, a new account was opened under the name of **************** with the same address as the first account. An order was placed using a promotional offer for new clients only, and this order was allowed to ship. 
  
  On December 26, 2023, we received a call from *******, who stated they had contacted us five times but we could only find one email, and the email was about the November 26th order not arriving.  They wanted a refund for this order. We asked the customer via email response to please check with neighbors to file a claim with **** for a lost package and we would be able to refund once the claim had been filed. There was an auto-ship order that had been processed that same day, this order was voided and not shipped. 
  
  On December 29, 2023, we received another call from ******* and we explained again that since two replacement orders had already been sent from the other account to the same address, we would need them to file a claim with **** before we could issue a refund or replacement order.  ******* at this point was irate and threatened a dispute and a complaint to the BBB.  We assured ******* that we could only replace or refund again once a claim had been filed, since they had now reported multiple times that they did not receive packages that were marked Delivered by *****
  
  On January 10th, ***** sent an email asking a supervisor to call him, but he did not provide a contact phone number. Our Team Lead, ******, responded twice to his email asking for a contact phone number and she did not receive a response.
  
  On February 28th, 2024, we received a call from ******* who wanted to speak to a supervisor. We returned this call the same day and ******* was presented then with a comprehensive history of her accounts, the details of which ******* seemed confused about. ******* made a few comments that seemed contradictory.  
  
  The one promotional offer rule was discussed at this time and ******* stated the new order was for someone not living at their address, ******* mother. While this would not ordinarily be an exception we would make or allow, we did agree to send a replacement order to the mother's address, but not to an address associated with the other accounts, due to the multiple claims of undelivered packages to those addresses by ***** and ******* that were confirmed as delivered by ***** ******* agreed to have her husband email us that address so that we could issue the replacement order. ***** reached out to us with a response to that after this BBB complaint was filed by him, and we are currently communicating with him regarding a final resolution.