Business Profile

Health and Wellness

Natural Health Sherpa

This business is NOT BBB Accredited.

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Complaints

This profile includes complaints for Natural Health Sherpa's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

92 total complaints in the last 3 years.
1 complaint closed in the last 12 months.

If you've experienced an issue

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:02/26/2023
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 purchased a weight loss system. Paid $37.99 for digital only files. Metabolic Fire - weight loss pills $77. Metabolic protein $54. plus shipping ***** for a total of $183.89 on 12/3/2022. I cancelled the same day, since I had no idea it was this much, and the website made you watch all these videos and completed add on sales. I cancelled. They offered a refund of $65.50 plus $19 on 12/5. I then tried it , and it did not work. The company offers a guarantee for weight loss. I contacted them to return the product for a full refund, and they sent a RA number see below:Dear *******,**** all is well. My name is ****, and I am with the **************** Team at Metabolic Living.Please send the package back to the address below Metabolic Living ***************************************************************** Please indicate RMA# ******** on the outside the box. (Return Merchandise Authorization (RMA) is required for every returned shipment).Please be advised that the refund will be processed once our warehouse confirms the return of the products. If you need further assistance, feel free to call our toll-free number: ************** from 8 AM to 9 PM Eastern Time 7 days a week. International ***************.Stay safe always!Many Thanks,********** Customer Support Metabolic Living I sent this to them, and have not received a refund of any kind, or an email about my return for a refund.
Business Response
Date: 02/27/2023
Refund for customer's purchase has been processed as requested, return needed to be processed by warehouse before refund can be processed to confirm products returned. Customer should see refund reflected in her account within 5 - 7 business days depending on her financial institution. Attached are receipts of the transactions reflecting amount refunded.
Customer Answer
Date: 02/27/2023

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.

Sincerely,

*********************************
Initial Complaint
Date:01/30/2023
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.
Jan 22, 2023. I purchased a digital weight loss diet and exercise program from this company. After I completed the purchase they kept offering other products but in order to see the price you had to put it in a cart. I did but when I saw the price I backed out of the website never completing the purchase. The next thing I find are two charges on my PayPal account one for $51.90 and one for $151.38. I contacted the customer service department via replying to the email they sent and to them to cancel the order immediately! They kept offering me discounts but I demanded a full refund! They then sent an email saying they shipped the order after I told them to cancel it! I received the package today but took it straight to *** and paid to have it sent back to them! I sent them the tracking number and they sent me a refund for $37.99! I don't even know where they came up with that number!I read (after the fact) reviews on their ******** page and there are countless others who have fallen victim to this company's scam practices and unscrupulous behavior! I want a FULL REFUND! I filed a complaint with my PayPal, with the ************************* in ************ and now with the BBB.
Business Response
Date: 01/31/2023
Full refund has been processed for the customer for the total amount of $203.28 USD. Refund processed for the amounts of $151.38 USD and $13.91 USD on 01/30/2023 and $37.99 USD on 01/27/2023. See attached files for refund transaction records from Paypal.
Business Response
Date: 01/31/2023
***Document Attached***
Refund transaction records from Paypal.
See Attachment/File: DAdamsRefundI
Customer Answer
Date: 01/31/2023
The company finally issued my refund after a lot of back-and-forth texts and emails. Thank you for taking my complaint seriously. There are MANY others who are still trying to get their money back!
This company has some very sketchy practices!
Initial Complaint
Date:01/27/2023
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.
Have requested 7 times for a refund of my purchase price. This "system" is marketed deceptively and is definitely not geared towards someone of my fitness level. I am not able to make use of this system, and thus have asked for a refund no less than 7 times since 1/14. Each time, a customer service representative wants to offer a menial discount in leu of a refund and allow me to keep the materials. I have been exceptionally clear that I have no intention of using these materials, and do not want to keep them. I simply would like to have my investment refunded as their website so happily advertises.
Business Response
Date: 01/30/2023
Refund for the amount of $50.64 USD has been processed for the customer as requested and return instructions for the product has been sent via email. Customer should see the refund reflected within 5 - 7 business days depending on their financial institution.
Initial Complaint
Date:01/27/2023
Type:Customer Service 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 10/11/2022 I was taking a health quiz online and ended up "purchasing" a subscription of a health supplement. On 10/17/2022 I received the supplement that I didn't realize I had purchased, When I checked the website it said that you can return the product and cancel the subscription within 90 days. It said to call or email for a full, no questions asked refund. I immediately emailed on 10/17/22 at 2:22pm to the ********************************** as instructed stating I did not want the product. I received an email confirmation from the company on 10/17/22 sgtating that y message was received. On 10/19/2022 at 7:36pm I received an email from ***** at Customer Support who said he just called me and was sorry I wanted to cancel and then proceeded to ask several questions as to why but be assured that it can be cancelled. I then received a notification that I had been charged for another order processed on 1/13/23, I immediately emailed again and stated I did not want the products and had requested to cancel on 10/17/22 and they still sent another order. I again stated I wanted to cancel, return the products and receive a full refund. On 1/17/23 I received another email from ***** in Customer Support asking me to reconsider cancelling and returning the products and he would give me a 25% refund. I responded that I did not want a discount and I clearly had asked two times previously for a cancellation and a refund. As of today I have received no additional contact from the company and have not received any refund. I have the products available to return but they wont tell me how to do it. The company advertises " a full, no questions asked refund within 90 days" but they are not honoring it. Total amount of refund requested:$301.99 (initial purchase 10/11/22 of $169.99 and order sent 1/13/23 of $132.00). I have also tried to call customer service numerous times and it goes unanswered
Business Response
Date: 01/30/2023
Refund for the amounts of $169.99 USD and $132.00 USD has been processed for customer. Subscription has been cancelled and no future charges will be made on customer's account or shipments sent to customer. Return instructions were provided to customer via email. Customer should see refund reflected in her account within 5 - 7 business days depending on her financial institution.
Customer Answer
Date: 01/31/2023
(The consumer indicated he/she DID NOT accept the response from the business.)
I do not feel as though I should have to pay return shipping for an item that was not supposed to be shipped to begin with. If they send me a prepaid label I will send the items immediately and consider the matter closed once the refund posts.
Business Response
Date: 02/01/2023
Prepaid return label will be provided to customer via email.
Initial Complaint
Date:01/24/2023
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.
On 12/3/2022, I was on the Metabolic Living website, and ordered the workout plan at a discounted rate of $37.99. After entering my card information, I was not taken to a page that showed my checkout was complete; rather, I was shown subsequent videos to order more things. After watching the second video, there was an option to order protein powder. I selected an option, but after hitting next, I changed my mind. I was never taken to a screen where I could review my order, nor did it say that anything I chose would be automatically finalized. My credit card was charged a total of $194.94 and I immediately emailed the company asking to cancel the additional order, or to even just reduce the amount to one protein powder, rather than 3. I was told that the order could not be changed, as the protein had already shipped. My correspondence continued with the return department, as I never received the 3 protein powders that allegedly shipped. As of 1/23/23, I still have not received any items in the mail, and have been requesting the company on 12/6/22, 1/2/23, and 1/6/23 to refund my order of $147 for the protein powder and shipping of $9.95. Order number: ********
Business Response
Date: 02/02/2023
Refund for the amount of $156.95 USD has been processed for the customer and should reflect in her account within 5 - 7 business days depending on her financial institution.
Customer Answer
Date: 02/02/2023
The business has issued a refund of ******.
Customer Answer
Date: 02/03/2023
(The consumer indicated he/she ACCEPTED the response from the business.)
Initial Complaint
Date:01/23/2023
Type:Billing 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 this January 9th and on January 10th requested that the order be stopped and a full refund given. I never downloaded anything and received a package from the Company to which I have not opened. My CC was charged (attachment added) and I have literally sent an email everyday since asking where to return the unopened products and requested a full refund! I have not gotten any response. A friend of mine had told me about this business, but afterwards she started getting charges to her CC that she had not approved and when she received her product it was damaged! (I didn't know any of this till after the fact) She too has contacted the company with no response. I just want to return the products and have a full refund granted.
Business Response
Date: 02/27/2023
Customer was provided return instructions for the products to be returned via email on 01/25/2023, attached is a copy of the email sent to customer. The customer is not on any subscriptions but the products from her initial order was already shipped out and could no longer be cancelled at the time of the initial request to cancel it. Orders are processed for shipment within the same day of purchase. Customer was advised to return the products for refund to be processed. She can return the products to address below and refund will be processed once we've received the returned products:

Metabolic Living
700 ********************
Lancaster ** 17601

Please indicate RMA#******** outside the box.
Initial Complaint
Date:01/19/2023
Type:Customer Service 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.
Purchased products 10/23/22 in amount of 964.26. Returned products (minus one each of protein powder, capsules and Omega liquid) on 12/15/22. Delivered to them via P.O. Box (per **** tracking) on 12/19/22 at 6:17am. Have had multiple emails with them regarding my refund with no resolution. Now get no response to emails. They state they never received the product.
Customer Answer
Date: 01/30/2023
Refund received.
Initial Complaint
Date:12/30/2022
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.
I ordered a DVD only from this company. I have tried multiple times to cancel the order after seeing an additional unauthorized charge for ***** apparently they decided to add a supplement I did not order (over a ***** increase). Order placed 12/18/22 and cancelled 12/19/22 when I noticed multiple pending charges on my account. They shipped it anyway and keep sending me the same email asking my health goals and trying to offer 25%of my money back on a 100%guarantee claim. I have more emails saying the same thing besides what I attached.
Business Response
Date: 01/03/2023
Tracking number confirms that product is on its way back to our warehouse, refund has been processed for the customer for the amount of $96.94 USD and should reflect in the customer's account within 3 - 5 business days depending on her financial instutition.
Customer Answer
Date: 01/04/2023
Bank has reversed the charge. Not sure if it was my report to fraud department at the bank
Initial Complaint
Date:12/29/2022
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.
The business did not offer a confirmation screen before the funds were taken. I was entering my credit card information and then went to the next step. The webpage took me to an ad to sell me more products and I could see the next tab said confirmation, but I could not go to it without watching the entire ad, which was over 5 minutes long. I exited the page and decided I did not want to continue anyway. However, my credit card was charged without ever taking me to the confirmation screen. I immediately messaged their customer service, and I have emailed 3 different people now, and they just keep trying to make me keep my purchase. The last email was offering me a 25% refund when I clearly stated I wished for a full refund immediately.
Business Response
Date: 01/03/2023
Refund for the amount of $37.99 USD has been processed for the customer as requested. Refund should reflect in the customer's account within 5 - 7 business days depending on the customer's financial institution.
Business Response
Date: 01/03/2023
***Document Attached***
Refund transaction details from Paypal
See Attachment/File: BLiddellRefund.pdf
Customer Answer
Date: 01/05/2023
(The consumer indicated he/she ACCEPTED the response from the business.)
Initial Complaint
Date:12/15/2022
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.
Company sent product to wrong address and will not refund money or resend. They say it's delivered I sent pics that it was delivered to ***** and the house in pics isn't mine. I contacted credit card company too but so far no resolution.
Customer Answer
Date: 12/26/2022
I also filed a complaint with the credit card company. Natural Health Sherpa replied the product was delivered. It was however delivered to an address I lived at 6 years ago. I explained this to the credit card company and they are still investigating. Natural Health Sherpa still hasn't sent said product to the correct address or given a refund. Company did this on my 1st order too, but immediately sent new product out when I notified them they sent to wrong address.
Customer Answer
Date: 12/26/2022
Update: PayPal issued me a refund for complaint with them against Natural Health Sherpa.
Business Response
Date: 12/27/2022
Shipping address provided by customer on the order page was address in *****, **, which the customer stated in one of her emails with customer service was her address but from six years ago. The first shipment for the order was reshipped to customer's address Brighton , ** and was delivered on 08/26/2022 as per tracking number ********************** via *****
The second shipment was mistakenly sent to the wrong address too and refund was processed via Paypal for the amount of $132.33 USD.
Customer Answer
Date: 12/29/2022
(The consumer indicated he/she DID NOT accept the response from the business.)
Natural Health Sherpa did not issue a refund. PayPal sided with me and issued a refund. Also Natural Health Sherpa had 8 weeks to refund money, which they did not. They also reported product was delivered to me. If this is posted online let other buyers know the truth.

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Natural Health Sherpa is NOT a BBB Accredited Business.