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:11/09/2022

  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 placed two orders with this company one order on September 9, 2022 and one on September 3, 2022. The first order total $489.02, the second order totaled $605.43. On the website it states "full refund if you are not completely satisfied, no questions asked, within 90 days of purchase." I have been attempting to contact the company for two weeks. They are either completely ignoring me, or giving me the runaround. I have tried to contact the company via multiple methods. I would like a full refund. I am not at all satisfied with this product.
  

  Business Response

  Date: 12/20/2022

  Business Response /* (1000, 5, 2022/11/10) */
  Customer has been provided return instructions via email to return the products for refund to be processed. Refund will be processed for the purchase as soon as products are returned. Attached is a copy of the email sent to customer with the return instructions and refund policy as stated in the order page.

• Initial Complaint

  Date:11/02/2022

  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 received a reminder email stating that my 30 day trial period for Metabolic Mastery Club was coming to a close in 7 days and that if I did not wish to be charged $77USD to call the number provided and cancel the subscription. I called the number provided but as I am in Australia it was the wrong one. I then sent several enquiry emails. When I received a reply I was questioned several times about why I wanted to cancel. This took several days and I was then charged the $77USD ($125.58AUD). I sent several emails requesting that the money be refunded. If my cancellation had been processed when I initially requested it, I would not have been charged. The unnecessary questioning about my priorities (none of their business) was a time wasting ploy so that the 30 day trial was ended before my request was processed. My emails are now being ignored by Gene from Customer Support at Metabolic Living. I am really unhappy about how the company has handled this and will certainly not be recommending the program to anyone. I just want the $125.58AUD refunded.

  Business Response

  Date: 01/19/2023

  Business Response /* (1000, 15, 2022/11/29) */
  ***Document Attached***
  Refund for customer was processed on 11/05/2022, attached is documentation of refund processed. Subscription has been cancelled as well.

• Initial Complaint

  Date:10/31/2022

  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.

  March 18th $241.84. March 23rd $421.00. April 17th $49 & $77. May 17th $49 & $77. June 16th $49 & $77.
  Order number: nhsXXXXXXXX X/21/22. nhsXXXXXXXX X/19/22. nhsXXXXXXX X/19/22. nhsXXXXXXX X/26/22.
  I have email and screenshots from the customer service asking for a refund with instructions and them advising me to follow instructions for a full refund with all products returned. Customer service team will not respond to emails and will not issue refunds. I have sent multiple emails asking about when I should expect my refund with no response. I have returned all products and have a tracking number 1Z8WXXXXXXXXXXXXXX from UPS.

  Business Response

  Date: 12/07/2022

  Business Response /* (1000, 5, 2022/11/01) */
  Refund has been processed for all charges on the customer's account. It should reflect in customer's account within 5 - 7 business days depending on the customer's financial institution. Total amount refunded for the customer is $971.99 USD. Three charges of $77.00 USD, 2 charges of $49.00 USD (3rd charge of $49.00 was refunded in August), 1 charge of $221.99 and one charge of $421.00 USD.
  
  
  Consumer Response /* (2000, 7, 2022/11/04) */
  (The consumer indicated he/she ACCEPTED the response from the business.)

• Initial Complaint

  Date:10/31/2022

  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 had ordered online a workout video, protein and vitamin supplements for something called Metabolic Renewal. I did not order a subscription but just a one time order. However, every month since I have been charged for $53.66 and $75.56. Basically on the 4th of each month they have been taking out both of these amounts, so a total of $129.22 on Sept 4th and another amount for $129.22 on October 4th, so a total of $258.44. I contacted them on Sept about this and asked them to refund me and cancel the subscription they had placed me on without my permission. They have been taking payments out from Pay Pal through the business Natural Health Sherpa LLC. Their email is [email protected]. Someone wrote me back and said the payment was refunded both those months. It shows on PayPal there were refunds, but when I go to my bank account there are no refunds for both the month of Sept or Oct. Which means they still owe me $258.44. They have not responded since I have told them that they are a fraudulent company with many people complaining about the same issue of fake refunds on Pay Pal and that I will be filing a complaint on BBB. They have not respected my request to cancel the subscription and I am sure I will see another charge soon on Nov 4th. I want them to be reported and contacted before Nov 4th if possible, so they can not charge me again!
  I have seen several other people reporting Natural Health Sherpa LLC selling Metabolic Renewal as a scam that puts people on subscriptions and charges them without permission and fakes returns on PayPal. People say they don't mail them their products and it's impossible to get a hold of them to get a refund. Please help me with confronting this company! They aren't taking regular people's complaints seriously. I can not financially afford these amounts coming out of my account each month. It's so upsetting! I truly appreciate your help. Thank you.

  Business Response

  Date: 12/11/2022

  Business Response /* (1000, 5, 2022/11/01) */
  Refund was processed for all 4 charges to the customer's method of payment which was Paypal. Paypal records show the refund was processed successfully, attaching transaction records for all 4 refunds from Paypal. Customer will need to contact Paypal if funds are not reflecting in her account. The following amount were refunded to the customer:
  Sept 5 $75.56 USD
  Sept 5: $53.66 USD
  Oct 5: $75.56 USD
  Oct 5: $53.66 USD
  
  Customer's subscription has been cancelled and no future charges will be made on the customer's account.

• Initial Complaint

  Date:10/21/2022

  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.

  July 2022: I ordered some protein powder and it was only available via subscription. After not receiving it for a month I called the company only to find they had sent it to an address thay had on file from 7 years ago. (Now I wonder if they even sent it at all.( After over 5 hours back and forth on the phone that day; they shipped the product to my current address. After such administrative ineptitude and much frustration I asked the young man on the phone to cancel my subscription. He said that he would.
  
  On October 8th there were three charges totaling 401.47 on my PayPal account.
  For the last 2 weeks I have consistently contacted this company to refund my money. I have not received any product and don't want any ... but now they are in violation of FTC law.
  
  Here is the message I sent today
  
  I have been trying to resolve this with you for the last 10 days ... So here's the deal.
  
  A four Star U.S.Marine Corp General holds the bond power of the United States Treasury. He was Constitutionally appointed by Presidential Proclamation to also hold all authority over USD worldwide; both in and out of all global banking systems. Said General is my partner.
  
  If you continue to ignore my refund requests, I will ask him to freeze every account your company holds based on the fraud I am experiencing and launch an extensive FTC investigation for criminal malfeasance with USD.
  I will then petition the Comptroller of Currency to blacklist the company, the accounting department and the Executive Officers and Owners behind it.
  
  If you are treating me like this I am certain you are defrauding others as well.
  ********************************************************
  
  The litany of similar complaints on this site are proof positive that this is the method by which they do business.
  
  This company is a disgrace and should be shut down.
  

  Business Response

  Date: 12/07/2022

  Business Response /* (1000, 5, 2022/10/24) */
  Refund for the October charges for the customer was processed on Oct 19, 2022 via Paypal as customer used Paypal as payment method. Attaching Paypal transaction records showing refund were processed successfully. Refunded amounts are $77.00 USD, $134.64 USD and $189.83 USD.
  
  
  Consumer Response /* (2000, 8, 2022/11/01) */
  (The consumer indicated he/she ACCEPTED the response from the business.)
  The MO for the company is to hold funds until they are threatened with legal action. This alone should drop their rating.

• Initial Complaint

  Date:10/18/2022

  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.

  My credit card was charged twice in the amount of $132 once on October 13,2022 and again on the following day, October 14th in the same amount. A gentleman called indicating the protein drink I ordered did not go through on my initial order. He took my information down. he said we were on a recorded line and I was authorizing this one time charge.
  I have tried repeated to speak to a customer service representative. I been left on hold forever, I have opted for them to call me back by placing my call in line as it was received, I have tried to leave a voice mail.
  None of these options have met with any success.
  Thank you for you time and efforts.
  
  Sincerely,
  ****** * ***********

  Business Response

  Date: 12/07/2022

  Business Response /* (1000, 5, 2022/10/19) */
  Two orders were processed for the customer for the Metabolic Super Protein. One order was processed on 10/13/2022 and the other order on 10/15/2022. Both orders have been shipped out and is currently in transit as per tracking numbers XXXXXXXXXXXXXXXXXXXXXX and XXXXXXXXXXXXXXXXXXXXXX via FedEx. Estimated delivery date is on Friday, 10/21/2022. Customer was provided return instructions via email for the duplicate shipment and refund will be processed when the products are returned.

• Initial Complaint

  Date:10/18/2022

  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.

  I placed an order on Oct 16th for the beginner package. Some cd's and literature. I never received an update on shipment. Yesterday I placed an order for 3 month supply of shakes and supplements. I read multiple reviews on Facebook from at least 30 customers that never received their order. I tried to call customer service to cancel my order three times today Oct 18th. There was no one to answer the phone. It just rang. I also sent an email requesting cancelation. Never received a response. I would like my entire order canceled. And credited back the original 51.30 plus 356. Total 407.30. Thank you I highly suggest you list as a scam
  

  Business Response

  Date: 12/07/2022

  Business Response /* (1000, 7, 2022/10/19) */
  Customer registered email address ************@gmail.com on the order page. Her orders are currently being processed and shipment can no longer be cancelled, all information for her purchase was sent to ************@gmail.com. Customer was also in touch with Customer Service on 10/18/2022 and was advised that the order has already been processed, can no longer be cancelled and tracking information will be sent to her email within 24 to 48 hours.
  
  Tracking number for the shipment is XXXXXXXXXXXXXXXXXXXXXX via FedEx. Customer will need to return the products to the address below for refund to be processed:
  
  Metabolic Living LLC
  700 Indian Springs Drive
  Lancaster PA 17601

• Initial Complaint

  Date:10/07/2022

  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 have contacted via email and chat to cancel my subscription. It stated that I could cancel at anytime, with no results. My 1st charge was August 13th, then a recurring charge in September of $77 for a protein shake. I thought it was for a 1 time charge, and if I chose to order again I could. I can not even get on to my personal account to change anything.
  I would like my 1 refund returned, and would gladly send back the unopened shake and cancel ALL subscriptions. Please and thank you

  Business Response

  Date: 11/27/2022

  Business Response /* (1000, 5, 2022/10/10) */
  Customer's subscription to auto shipment has been cancelled as of Oct 7, 2022. No future charges or shipment will be processed on the customer's account. Customer will need to return the products for refund to be processed. The customer can return it to the address below:
  
  Metabolic Living LLC
  700 Indian Springs Drive
  Lancaster PA 17601
  
  Refund will be processed once the product has been returned.