Complaints

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

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  Natural Health Sherpa

  1121C Military Cutoff Rd Ste 360 Wilmington, NC 28405-3641

• 

  Natural Health Sherpa

  5540 Centerview Dr Ste 204 PMB 81687 Raleigh, NC 27606-8012

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:12/12/2022

  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 purchased products, with full refund guarantee. I've contacted them 4 times for information on how to get a refund for the product with only auto-responses of 'we'll get back to you'.

  Business Response

  Date: 12/13/2022

  Customer spoke to customer service on 12/09/2022 and was provided the return instructions as well as return merchandise authorization number, email was also sent to customer on 12/09/2022 providing the same information for refund to be processed.
  As indicated in the email, customer will need to return the products to the address below for refund to be processed:
  
  Metabolic Living LLC
  ********************************************
  ********* ** 17601
  
  Please indicate RMA# ******** on the outside of the box. Once we receive the product, then we will process the refund to your account right away in which you will be notified via email. It is a good idea to send us the tracking number of the return shipment.

  Business Response

  Date: 12/13/2022

  ***Document Attached***
  Email sent to customer with the return instructions on 12/09/2022
  See Attachment/File: MZalenskiEmail.pdf

• Initial Complaint

  Date:12/06/2022

  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.

  Ordered a protein powder from the business for what I thought was a one time order. Received multiple emails from them badgering me to sign up for their diet/exercise plan. Months later I see a charge on my card. I tried contacting customer service to cancel it, I asked five times and they did nothing but badger me to continue on with the "service." I tried logging onto my account to do it myself, they wouldn't send me a password reset. They did not send out warning emails, "your next shipment will be sent in a few days" like most companies do. I was blindsided by the charge, and contacted my bank to give me a new card just to stop them.

  Business Response

  Date: 12/07/2022

  Customer's subscription to the auto shipment of the Metabolic Super Protein has been cancelled and refund has been processed for the amount of $132.00 USD. Refund should reflect in customer's account within 3 - 5 business days depending on her financial institution and she will no longer receive any future charges or shipment for the product.

  Customer Answer

  Date: 12/09/2022

  (The consumer indicated he/she ACCEPTED the response from the business.)
  

• Initial Complaint

  Date:12/05/2022

  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 watched a movie on ******** about a food and exercise plan and was interested I joined and was sent no access to recipes or exercises so I wrote for help and they sent me more upsale ads. I had already purchased 608 dollars worth and paid for the club. It's been a month I have no club and no products they are a scam and stole from me

  Business Response

  Date: 12/06/2022

  Customer purchased the digital program, Metabolic Renewal on 11/13/2022. She was provided login information via chat to access the program, attached is the transcript of the chat conversation with customer service. The supplements customer purchased was shipped on 11/14/2022, tracking numbers for the packages are **********************, delivered on 11/18/2022 and tracking number ********************** delivered on 11/20/2022 via ****** Attached are copy of the tracking records from ******

  Business Response

  Date: 12/06/2022

  ***Document Attached***
  Chat Transcript and tracking records
  See Attachment/File: JDavisWagnerChatTranscript

  Customer Answer

  Date: 12/20/2022

  They change the name every week steal large amounts of money have no working app and knew I was In ******** ******* for two weeks when they sent fed exes to the ghetto I have nothing they have 700$

  Business Response

  Date: 12/27/2022

  No other charges were made on the customer's account other than the November 13, 2022 charges from the order customer placed online. The products were sent to the shipping address provided by the customer and were delivered successfully as confirmed by tracking numbers for the packages are **********************, delivered on 11/18/2022 and tracking number ********************** delivered on 11/20/2022 via ******

• Initial Complaint

  Date:12/01/2022

  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 purchased their metabolic renewal digital program and 3 protein powders in the early morning hours on 11/27/2022. Upon receiving my emailed receipt, I saw that an additional bottle of supplements had been added and charged to my order that I did not request. After further researching the company, I saw many consumer complaints about unauthorized transactions and decided I wanted to cancel my order entirely. I emailed Natural Health Sherpa within the same hour of placing my order, requesting that it be cancelled. The refund policy on their website says they offer a 90-day money back guarantee. As the products had not yet even been shipped to me, I felt this should be a clean and easy process. I was very clear in my initial message that I did not want any counteroffers or anything - I just wanted it fully cancelled and money returned. The representative who answered my message that afternoon (11/27) blatantly ignored my request to cancel and instead started to ask me questions about why I made my purchase. It doesn't matter why I made it anymore because I want it cancelled. I reiterated that in a reply and attempted to call their customer service this morning (11/28). Twice I was placed on hold and disconnected. This evening, I received a notice that my order has shipped. With the way this has been handled, in combination with other consumer complaints, I can only assume this is a willfully predatory corporation with deceptive sales practices. I followed their policy well within the posted timeframe of 90 days and I will say again here: refund the full $279.19 charged to my card she cancel my order/any subscriptions (because I also selected no subscription in checkout, but I do not trust that is being honored at this point, either). Please also send me confirmation this has been completed as requested originally on 11/27.
  

  Business Response

  Date: 01/19/2023

  Business Response /* (1000, 5, 2022/12/02) */
  The customer's order was already in process for shipment and could no longer be cancelled, the customer received the shipment notification after its processed and when it leaves the fulfillment center. Products were delivered on 12/01/2022 as per tracking number XXXXXXXXXXXXXXXXXXXXXX via FedEx, customer can return the package to the address below:
  
  Metabolic Living LLC
  700 Indian Springs Drive
  Lancaster PA 17601
  
  Charges on the customer's account has been refunded, amount refunded is $279.17 USD and she should see it reflected in her account within 5 - 7 business days depending on her financial institution.

• Initial Complaint

  Date:11/28/2022

  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 charged $399.01 for a health program I did not order. I took the online quiz to see my hormone type and then input my credit card number in order to access my results. However the next screen had add on items like protein shakes and exercise plans that were very expensive. I never submitted the order. I closed out of the internet browser before I hit submit order. The next day I had two pending charges in my bank account. One for a little over $50 and one for $399.01. I immediately emailed their customer service email to which I have received no response. I then received an email from an on boarding specialist welcoming me to the program. I have emailed her back as well asking for a refund. I contacted my bank and am trying to get my money back. There is no way to opt out of the add ins in the ordering screen, so by closing my internet browser no order was actually placed. They did not have my permission to charge my card!! This is bait and switch advertising!!!

  Business Response

  Date: 01/19/2023

  Business Response /* (1000, 5, 2022/11/29) */
  Refund has been processed for the customer's purchase for the amount of $399.01 USD on 11/29/2022, the charge for the amount of $51.30 USD is a pre-authorization charge which was voided on 11/24/2022. The amount should reflect in customer's account within 5 - 7 business days depending on her financial institution.

• Initial Complaint

  Date:11/23/2022

  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.

  On August 20, 2022 I got a charge on my credit card that I disputed with Mastercard as Freud. On August 22, 2022, the charge was claimed as freud and refunded to my account. The company has since be declined charges several times. Today, November 21, 2022 I received a call from 610-902-8857 - "Magnetic Biotic (Natural Sherpa)" - claiming that I had a subscription with them but I owed three payments of $82. The only way to cancel the subscription was to pay the money owed or it was going to claims and against my credit.
  I explained to the operator and their supervisor that it was a fraudulent charge but I was dismissed. When I asked to speak to the Freud department, I was given a customer service number and hung up on. I called the 800 number three times asking for the Freud department and I was hung up on.
  I have since contacted Mastercard and explained the situation.
  If needed, I will contact the police or a lawyer as I do not want a false claim on my credit.

  Business Response

  Date: 01/03/2023

  Business Response /* (1000, 5, 2022/11/24) */
  Magnetic Biotic is not associated with Metabolic Living or Natural Health Sherpa. The last charge on the customer's account was October 1, 2022 for $69.00 USD, all charges after that were declined. Customer was subscribed to autoshipment for Metabolic Super Protein & Metabolic Spark but there are no outstanding balance for the customer. Subscription has been cancelled and no future charges or shipments will be sent to customer. The person who called the customer is not associated with Metabolic Living or Natural Health Sherpa.
  
  
  Consumer Response /* (2000, 7, 2022/11/29) */
  (The consumer indicated he/she ACCEPTED the response from the business.)

• Initial Complaint

  Date:11/23/2022

  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 the $37 diet and exercise plan. Received an email that I needed to be "onboarded" and to schedule a phone call. I ignored the email. Received another one two days later so I scheduled a call thinking it was as to set up coaching. Spoke with Natasha. The call was instead to try to sell their products to the tune of over $2,000 for a one year supply. I said no thank you. Went back and forth with Natasha (6 months, 4 month) until amount was down to $419.69 for two month supply of supplements and protein powder. I reluctantly agreed and authorized the charge to my credit card. Immediately after hanging up I regretted the decision as I did not want to spend that much money. I immediately contacted Natasha asking to cancel the order and refund my credit card. The next day I received a reply from Natasha saying she would cancel the order and refund would be issued. Four days later I contacted customer service again asking for the refund and sent a screenshot of my request and Natasha's reply. Two weeks later still no refund. Finally got an email from Jo-Anne of Refunds Team wanting to talk to me about why I wanted to cancel the order and can we just talk about it. I replied that I want my refund and don't need to speak to anyone. Just process the refund. Another week later no reply or refund. I sent one final email to Jo-Anne that it has been three weeks since order was cancelled and refund promised. If I do not see refund and get confirmation from them, I would contact BBB.

  Business Response

  Date: 11/29/2022

  Business Response /* (1000, 5, 2022/11/24) */
  Refund for the amount of $419.69 USD has been processed for the customer. Customer should see refund reflected in her account within 5 - 7 business days depending on her financial institution.
  
  
  Consumer Response /* (2000, 7, 2022/11/26) */
  I received the requested refund on 11/24/22. I am satisfied with the outcome. Thank you.

• Initial Complaint

  Date:11/23/2022

  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.

  This company fraudulently charged my credit card for and shipped items to me that I never ordered. When I contacted them to stop shipments and return the items for a refund, they are giving me the run around and not telling me how to return the items. So far it has been ***** email messages back and forth with them trying to give me a discount or getting me to keep the items and not resolving the issue. I'm tired of this and I want my money refunded immediately. In addition, the company NEVER provided any packing slip, statement or receipt showing what they charged me and they have ignored my requests for them to provide this information.This company is a scam and they are stealing from people.I am attaching some of the emails but I can provide the whole conversation if necessary.

  Business Response

  Date: 11/24/2022

  Customer was subscribed to monthly auto shipment of Metabolic Super Protein - Vanilla which she signed up for in the original purchase along with the Metabolic Renewal program on July 25, 2022. Subscription has been cancelled on 11/23/2022 when customer spoke with Customer Service.
  Instructions to return products was sent to customer on November 11, 2022 via email. Attached is a copy of the email sent to customer along with tracking records of the last 3 shipments sent to customer.

  Business Response

  Date: 11/24/2022

  ***Document Attached***
  Tracking information for the August - October shipments to the customer and copy of email sent to customer with the return instructions.
  See Attachment/File: OctoberShipment9261299992221656668617

  Customer Answer

  Date: 01/16/2023

  How the h*** can the BBB **** a complaint as closed when the company did not do anything!!! They only said "return the items"
  THAT IS NOT RESOLUTION OF THE ******* I DID RETURN THE ***** AND THEY IGNORED IT!!
  
  WHAT NOW "BBB"??

  Customer Answer

  Date: 01/16/2023

  ***Document Attached***
  This is NOT RESOLVED IN ANYWAY!!!
  This company never provided receipts for what they charged me as requested and I returned the products like they told me to- weeks ago- and have not even recieved a response, never mind the refund that I was promised!! This is NOT CLOSED!!!!! This company has done absolutely nothing and now even claims they can't find my account!!!
  See Attachment/File: Screenshot_20230116-114812_Outlook

  Business Response

  Date: 01/17/2023

  Returned products have been confirmed to be delivered to warehouse. Refund has been processed for three charges of $52.06 USD and customer should see it reflected in her account within 3 - 5 business days depending on her financial institution.

  Customer Answer

  Date: 01/27/2023

  (The consumer indicated he/she DID NOT accept the response from the business.)
  This company is a total sham. They recieved the items back and never responded or refunded my money as they promised until after I sent multiple emails to different people there and reported this to BBB.
  Yes I finally recieved a refund for the products that they charged me for which I never ordered in the first place- but it took literally months of hassle and nonsense! They never provided any statements or receipts showing what they were charging me and gave me a huge hassle about everything. This is an unethical and unprofessional outlet. People need to know about this behavior so they can avoid experiencing the same.

• Initial Complaint

  Date:11/21/2022

  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 charged 183.89$ on September 3rd by this company. I never even meant to place this order, but it was too late they had already charged me. I called them to get a refund and they told me if I mailed the product back I would get a full refund. I mailed the product back and got confirmation that it was delivered to the warehouse on October 15th (return address label was emailed to me by the customer service rep i spoke to on the phone). I still have not received any of my money back.
  

  Business Response

  Date: 01/08/2023

  Business Response /* (1000, 5, 2022/11/22) */
  Refund for customer's purchase has been processed, amount refunded is $168.99 USD (full price of the products less shipping). Customer should see the refund reflected in her account within 5 - 7 business days depending on her financial institution.

• Initial Complaint

  Date:11/15/2022

  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.

  Was looking at site and decided it was a good price and (stupidly) entered my credit card details. Was supposed to be $37.77. Went to proceed to checkout but are forced to watch a lengthy video and choose an option to proceed. After the second video, I started to get suspicious and closed it all. I figured there was no checkout option or confirmation of order and therefore my order was cancelled. I immediately researched this company and found many reports of people's money taken and no refund provided. I check my bank and a whopping $343.84 and $57.77 had been taken out on 11/12/2022. I emailed the company immediately on their support email. I was told the "goods" that I had "ordered" had been shipped. They also said they had tried to call. No phone call or missed calls whatsoever. I had already asked for an immediate refund and cancellation of everything. Their response was to call me to talk about my goals.
  

  Business Response

  Date: 01/03/2023

  Business Response /* (1000, 5, 2022/11/17) */
  Refund for customer's purchase has been processed, total amount refunded is $226.11 USD. Refund was processed in two separate amount, first refund for $37.99 USD issued on 11/16/2022 and second refund issued for the amount of $188.12 USD issued on 11/17/2022. Customer should see the refund reflected in her account within 5 - 7 business days depending on her financial institution.
  The products have been shipped out and customer was provided return instructions.