ComplaintsforInno Supps

• Initial Complaint

  04/15/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I paid for expedited shipping for 3 days and the *** tracking number shows delivery in 7-10 days. There is no direct contact number to get shims of them. Number listed on ****** for them is a third party number and she could not help me with anything regarding this issue. I have emailed them 5 days ago and never heard back. I want a refund for my expedited shipping costs and they need to be made to have a direct contact number or and least have someone respond me to me in the 24 hours as promised via email.

  Business response

  04/15/2024

  Hi *****,
  
  Thanks for reaching out! We noticed you contacted us on 4/10, and our team replied to your email the same day. Sometimes, our emails might end up in spam folders, which could be why you missed our response.
  Upon checking your order details, it appears you selected Standard shipping rather than Expedited shipping. We've attached a couple of screenshot for you to review.
  
  If you have any more questions, please don't hesitate to ask. We're here to help!
  

  -Inno Supps Team

  
  

• Initial Complaint

  02/23/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I recently placed an order for a 3 month supply of magnum collection and the only reason I went with this collection is because it showed that I would get a free 3 month supply if I ordered it(please see screen shot below). I just received my order today and it was missing the promised free supply. I contacted support on the chat through the website however they said there was nothing they could do as apparently the website was showing what was to be shipped. I find that excuse makes no sense as why would I need to see how it will be shipped and in the pictures it clearly states free, why would it say that if the company didnt intend to honour the promise of a 3 month supply for free if I purchased a 3 month supply? I expected there company to honour that agreement and send the rest of the shipment. I have had nothing but great things from innosups up until now and hope this can be rectified quickly as I feel they mislead and took advantage as there is nothing that states it shows as free so it gets packed correctly, had there been some sort of warning or statement I never would of purchased this specific product . Please see screen shot below. Thank you for your time and I look forward to hearing from you.

  Business response

  02/27/2024

  Hi *******,
  

  Thanks for reaching out and giving us the opportunity  to clear up any confusion regarding your order. After reviewing the items purchased, we can confirm that you didn't purchase a Buy One Get One Free stack. The breakdown you provided in the screenshot shows how the stack was composed, with individual items listed at $0.00. This is because these items are part of the purchased stack and aren't priced individually.
  

  Our warehouse fulfills orders by picking individual items within a stack, hence the breakdown shown during checkout. This process applies to all customers who purchase the same stack. Additionally, the individual products included in the stack will be labeled with the stack's name.
  

  We've attached your order page along with an example of a customer who did purchase a Buy One Get One Free stack, as well as your order confirmation page indicating that you didn't purchase a BOGO stack.
  

  If you have any further questions, feel free to reach out to our **************** team.
  

  -******************** Team

  Customer response

  02/28/2024

   
  Complaint: 21339212
  
  I am rejecting this response because: there is no disclaimer saying this is how and why its being shown that way and instead it shows as free confusing consumers.
  
  Sincerely,
  
  ***************************

  Business response

  03/05/2024

  Hello *******,

  Thank you for following up. Our records indicate that you have already been assisted by our team. If you have any further questions or concerns, please continue communication with our customer service team. 

  -******************** Team

• Initial Complaint

  02/15/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Very simple. The products dont work at all. ZERO difference in blood flow, testosterone, sleep quality, etc. Its all smoke and mirrors. When I emailed to complain it fell on deaf ears. I thought they had a guarantee but no one is interested in that. I have supplements they can have back after a month of nothing. I bought a large 4 month supply believing their claims. Everything was wrong and inaccurate. They need to refund my money and they can take their supplements back. I also want to warn others of their false claims!

  Business response

  02/21/2024

  Hi ****, 
  

  Thank you so much for taking the time to share your experience with our products. We are truly sorry to hear that you have not seen the results you were looking for. We understand that individual responses to supplements can differ, and results can vary significantly from person to person. Some may see results within a month while others may take a bit longer. We are always happy to provide tips on how you can improve your existing routine alongside our products for the best results. If you are interested, please feel free to reach out to our team.
  

  In reviewing your previous communication via email, we noticed that you explained your dissatisfaction with the results after taking our products but never requested return information. Under our 30-day money-back guarantee, a customer can process a return for any ****** supply per single product as long as they contact us within 30 days of the delivery date. Please review our returns policy here: **********************************************************

  We appreciate your feedback. Please don't hesitate to contact us at ****************************************** with questions regarding our returns policy.

  -Inno Supps Team

  Business response

  02/21/2024

  Hello, this customer unfortunately never contacted us to return the product. He contacted us to express his dissatisfaction with the results, but he was already outside of our return window which ends 30 days after the package was delivered. Based on his email, his feedback was escalated to our team for review which we do with any product complaint we receive. All screenshots attached to the complaint confirm this information. Thank you for your time. 

• Initial Complaint

  02/11/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  On February 9, 2024 I received a email about Order #*******. I immediately notified the company that I did not pls e an order, nor did I authorize this charge by my bank. Also, the item is being sent to address I no longer live at so there is no way for me to return the item. Its fraudulent to just cant reach into customers bank account and take what they want without consent from the customer. The charge was not authorized period. The funds need to be returned to my bank account.

  Business response

  02/13/2024

  Hi ****,

  Thank you for reaching out to us and bringing this matter to our attention. We are sincerely sorry to hear about your dissatisfaction. There seems to be some confusion regarding the recent order on your account.

  Upon reviewing the details, we can see that the order was processed due to an active subscription that was set up during your previous purchase on January 9th, 2024. This subscription was scheduled to process every 30 days, and it seems that it wasn't canceled after your initial purchase. We can confirm that the most recent order was shipped to the same address used for your previous order, and the payment method was updated and authorized on the same day. We attached screenshots for review. 
  
  To address this issue, we have promptly canceled the subscription effective today, February 13th, 2024, to ensure that you do not receive any further orders moving forward.

  Thank you for your patience and understanding. 

  -Inno Supps Team

  Customer response

  02/14/2024

   
  Complaint: 21274229
  
  I am rejecting this response because: my bank account was charged for an order I didnt receive because I do not live at that address. The order I previously made I was staying at the hotel for business purpose of delivery address for the previous order. 
  
  I want a refund. 
  

  
  Sincerely,
  
  ***********************

  Business response

  02/14/2024

  Hi ****,
  
  Thank you for providing us with more details about your situation. We understand that circumstances can sometimes lead to unintended subscription orders, especially while on vacation. 

  Typically, we recommend placing one-time orders in such instances to avoid having to remember to update the address or cancelling a subscription. 
  

  To resolve this issue, we suggest reaching out to the hotel and requesting them to return the package to us. We can confirm that it was delivered Yesterday. Alternatively, if you prefer, you can arrange for the package to be forwarded to your home address. We attempted to contact the hotel ourselves, but due to privacy concerns, we weren't able to receive assistance since we weren't listed as the guest on the package. They recommended that the guest contact them directly. 
  

  Once the tracking indicates that the package has been returned to us, we'll be more than happy to process a refund for you promptly.
  

  Thank you for your understanding and cooperation in this matter. If you have any further questions or concerns, please feel free to reach out to us.

  -Inno Supps Team

  
  

  Customer response

  02/16/2024

  The hotel contacted me today 02/16/2024 and stated the package is being returned to merchant. 

  Business response

  02/18/2024

  Hello, it seems this complaint has a message from the customer letting us know that the hotel will be returning the package. Once we see the tracking updated to show returned to sender, we can issue a refund. The last response from this customer does not give me the option to reply only to provide more information directly to the BBB. We sent an email to the customer with this information. 

  Business response

  02/18/2024

  Attached is the copy of the email we sent to the customer. 

• Initial Complaint

  01/11/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Bought their pills they are advertised as safe. After I started taking their supplement pills however I started having adverse health effects due to their clearly unsafe pills. Was planning on returning them but, the company refuses to refund us customers for our cost of shipping. Meanwhile their pills cause adverse health effects which I am sure the *** has 0 clue about. They dont get to keep shipping costs. A FULL refund means shipping costs are refunded too.

  Business response

  01/11/2024

  Hi ********,

  Thank you for taking the time to share your feedback with us. We value your input, and we are genuinely sorry to hear about your dissatisfaction with our returns policy.
  

  We can confirm that your order was refunded for the item purchased. 
  

  While your order has already been refunded, it's important to note that our return policy is readily available on our website for all customers, both existing and new, to review. This policy outlines the terms and conditions related to returns, including any costs associated with the return process.
  

  Ultimately, we believe it is the responsibility of each individual customer to familiarize themselves with our return policies prior to making a purchase. We aim to provide clear information to help our customers make informed decisions. 
  

  Please know that our team tried their best to assist you, and while we sincerely value your business, we must uphold our return policy consistently to ensure fairness and transparency for all our customers. 
  

  We appreciate your understanding. 
  

  Inno Supps Team

• Initial Complaint

  10/25/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  yet to receive the product. ******** customs charge also paid.

  Business response

  10/25/2023

  Hi Rahm,

  We completely understand your concerns about import fees, and we'd like to offer some clarification. Import fees, including customs duties, are determined and imposed by your government and are not directly related to your purchase with us.

  When domestic customers make purchases on our website, their orders include taxes. These taxes are calculated based on their location and can vary depending on the city and state. 
  

  However, for our international customers, we don't add taxes at the point of purchase because it's their own government that assesses taxes and duties as needed.
  

  While we wish we could influence or control the amount of taxes and duties incurred by our international customers, this aspect remains beyond our control. We genuinely appreciate your understanding of this matter.
  

  If you have any additional questions, please feel free to reach out to us at ******************************************. 
  

  Regards,
  

  -Inno Supps Team

• Initial Complaint

  09/29/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  Friday March 31 2023 the subscription for a bundle pack at 150$ US (210.21CAN) went through ordering supplements from INNO SUPPS. I didn't need want or order it. I was surprised to see it at the post office. On April 20th I rejected/refused the package. Took a picture of the label and sent an email to the company letting them know it is on the way. The company responded ****** saying that I would get a refund in 1-2 business days once it was received in the warehouse. I did not receive a refund nor was I told that how I sent it was incorrect in any way. Over 35 emails were exchanged and it was very frustrating. This business does not have a phone number which would have helped TREMENDOUSLY!! They re-sent what I sent back and this is not what I asked for. However they used insurance to pay for it somehow as it was 17$ amount on the label.Once I received the product replacement I didn't ask for the company blocked all of my email accounts. I tried sending an email as this was not the resolution I communicated.There is no other way to contact this business. *** want is a refund of the original amount. Which amounts to 210.21$ CAN

  Business response

  10/02/2023

  Hello ****,
  

  Thank you for contacting us. We take your concerns seriously and are committed to resolving any outstanding matters.
  

  Upon reviewing our records, we can confirm that there were no issues with your email communication, and none of your emails were blocked or overlooked. However, it appears that the last communication we received from you was in June, in which you confirmed your intention to return the most recent shipment for a refund.
  

  Regarding the refund process, we'd like to provide you with the following information:

  A refund was processed for your purchase made in February, and it was issued on March 24th. You should have received this refund in accordance with our refund policy.

  As for the purchase made in March, a refund was never issued because the return was never received. If you returned this shipment, please provide the tracking number associated with the return. This information will help us locate the return and process your refund promptly.
  

  We understand the importance of resolving this matter in a timely and efficient manner, and we are here to assist you every step of the way. We have sent you a follow up email requesting additional information. Please reply at your earliest convenience.   
  

  Thank you for your understanding and cooperation, and we look forward to resolving this matter.

  Sincerely,
  

  Inno Supps Team

  Customer response

  10/03/2023

   
  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.

   

  Thank you ! Here is the tracking number LV 004345347US for *********** provided by DHL and my my address is

  *********************************************************************************;  

  I believe with this information. You can issue a refund however the **** credit card is not active anymore.

  
  Sincerely,
  
  **** *******************************

• Initial Complaint

  09/22/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I was on the Inno sups website last night looking at a new product , I am not sure how but in the process of navigating the website and multiple pop **** i recieved a message that my order had been placed . I never intentionally placed an order ! I have ordered from them multiple times previously so my billing info and shipping info is all saved in their site . I immediately tried to contact customer service ( 1 minute after the purchase) and recieved only an automated reply . I then about 45 minutes after that got an email saying my order was ready to ship . A little sketchy being that the website says 2-3 days to ship out and in all the orders Ive placed with them befire I have NEVER received such a quick ready to ship email ! I tried to email customer service again last night and still no response . I would like this order cancelled and refunded asap . I cant imagine that 1 minute after an order is placed it can not be cancelled! I have ordered from them befire with no problems but unfortunately after this experience if it is not rectified properly I will abstnever order again seems like a scam that they dint answer you ! Very disappointed!

  Business response

  09/22/2023

  Hi ******,

  Thank you for contacting us through the Better Business Bureau. Our records indicate that our team was able to assist you with cancelling and refunding your order. 

  Please feel free to reach out to us at ****************************************** or via Chat if you need further assistance. 

  Regards, 

  Inno Supps Team

  Business response

  09/22/2023

  Hi ******,
  

  Thank you for contacting us through the Better Business Bureau. Our records show that we were able process your order cancellation request along with a full refund. 
  If you need further assistance, please feel free to reach out to us at ****************************************** or via Chat. 
  
  Regards,
  

  Inno Supps Team
  

  
  

  Business response

  09/22/2023

  Hi ******,
  

  Thank you for contacting us through the Better Business Bureau. Our records show that we were able process your order cancellation request along with a full refund. 
  If you need further assistance, please feel free to reach out to us at ****************************************** or via Chat. 
  
  Regards,
  

  Inno Supps Team
  

  
  

  Business response

  09/25/2023

  Hi Melysa,
  

  Thank you for contacting us through the Better Business Bureau. Our records show that we were able process your order cancellation request along with a full refund. 
  If you need further assistance, please feel free to reach out to us at ****************************************** or via Chat. 
  
  Regards,
  

  Inno Supps Team

• Initial Complaint

  09/14/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought inno cleanse to clear bloat and lose some weight. I took the product as advised for ************************************************************************* money back guarantee. Well this product has done nothing for me. Its a scam. Now - I want my money back. I purchased this via Amazon which also made mention of the money back guarantee. You need to make this right before I completely bash InnoSupps on every website possible. You have 14 days to return my money. Company is a scam who is not backing up their 100% money back guarantee for faulty products.

  Business response

  09/14/2023

  Hi *****,
  

  Thank you for contacting us through the Better Business Bureau. Typically, customers purchasing from Amazon will reach out to Amazon directly to request a refund. We are sorry to hear that they have not been able to assist you with your request.
  
  We requested a refund and confirmed that it has been issued via Amazon. Please allow 5-7 business days to see the refund reflected on your account and feel free to reach out to us if you have any questions. 
  

  Please know that we are always happy to help. You are always welcome to contact us at ****************************************** or via Chat for assistance.

  Kind regards,
  

  Inno Supps Team
  

  
  

• Initial Complaint

  09/08/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I order a supplement pack from Inno Supps, in July of this year. I never received the package. I contacted Inno Supps , and they referred me to ****** ***** in turn referred me back to Inno Supps, since they are the sender . Inno Supps never refunded me ,nor attempted to resend the product. And have not given me a response on their plan of action. So I'm out of $294.00 Dollars

  Business response

  09/11/2023

  Hi ******,

  Thank you for taking the time to contact us. Our records indicate that we were able to assist you with this inquiry. 

  Please let us know if you have any additional questions or concerns. 
  

  Regards,
  

  Inno Supps Team
  

  
  

*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. ↩