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:03/13/2025

  Type:Billing Issues
  Status:

  UnansweredMore 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 am writing to formally file a complaint against Brain Xcel Pro (Sweet Relief) due to misleading advertising and unauthorized recurring charges.On November 7, 2024, I purchased a product called Sweet Relief after seeing an Instagram advertisement. The advertised price was around $39 or $59 (a discounted rate), and I expected this to be a one-time purchase. However, unbeknownst to me, I was actually charged $194.99, not the expected sale price. Additionally, just five days later, on November 12, 2024, I was charged another $194.99, bringing the total for November to nearly $400something I would have never agreed to had I known in advance.Since then, I have continued receiving monthly shipments of Sweet Relief, unaware that I was being billed $194.99 each time under a different company name, **************. I never knowingly subscribed to a recurring purchase, nor was I properly informed of the true *************, after noticing this unrecognizable charge from Brain Xcel Pro, I contacted them. Initially, they only offered to refund my latest order upon return. After persistence and escalation, a supervisor eventually agreed to refund three payments of $194.99, but this still does not resolve the full extent of their deceptive billing.I believe this company engaged in intentional deception, charging a higher price than advertised, processing an unauthorized second charge within days, and operating under a different business name to obscure their identity. I respectfully request that the BBB investigate this company for fraudulent and misleading billing practices and assist me in securing a full refund of all unauthorized charges. I also ask that ********** Pro be required to clearly disclose pricing, terms, and company affiliation upfront to prevent future customers from falling victim to this deception.Thank you for your time and assistance in resolving this matter.

• Initial Complaint

  Date:02/18/2025

  Type:Product Issues
  Status:

  UnansweredMore 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 returned the product and they said 3-5 days I would get my refund . Its been over 3 weeks now and no refund . They are giving me the run around and giving excuses.

• Initial Complaint

  Date:02/05/2025

  Type:Billing Issues
  Status:

  UnresolvedMore 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 over charged for pills ordered should have been $39.95 but was charged $194.99. I have requested a refund twice and sent the items back but the company refuses to refund order 5DD0D08C0214. I disputed the charge but the bank stated they refuse to refund.

  Business Response

  Date: 02/12/2025

  Hello *****,
  
  Thank you for reaching out to ** regarding your request for a refund. To ensure we can assist you efficiently, we kindly ask you to initiate a three-way call with your bank to verify this case. This step is necessary for us to proceed with your request.
  
  Please contact us at ************** along with your bank to facilitate this verification. Unfortunately, we are unable to assist you further through email until we can confirm with your bank that there is no ongoing dispute related to this matter.
  
  Thank you for your understanding and cooperation.

  Customer Answer

  Date: 02/14/2025

  There was no resolution to this case they basically stole my money, very dishonest company.

  Customer Answer

  Date: 02/14/2025

   
  Complaint: 22900444
  
  I am rejecting this response because: no refund was issued as response indicated, from Sweet Restore. I went to ******* and had a three way the company refused to resolve issue. I even spoke to a manager but she refused and stated that the decision was based on me filing a dispute with the bank, despite me requesting a refund from Sweet Restore first once they refused then I went through the bank.
  
  Sincerely,
  
  ***** *****

• Initial Complaint

  Date:01/15/2025

  Type:Sales and Advertising 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 hangs up on me twice when I called them back to back. Explaining I only ordered 1 bottle of CLEANSE. Now I get over 7 deliveries of 5-7 bottles which have 60 capsules and same with the Glycogen support they said that I enrolled myself in a auto ship however that was not ever my intention just to try the cleanse 1 bottle. Now they say return November order for refund but I have to pay to send back charging me a fortune and I cant get them to stop or refund or stop hanging up on me if they ever pick up the phone. Its a fine print SCAM Im on disability I can not pay this I need help please. They say Im only in computer for 1 item but sending me 2 different items non stop! Its crazy!!! I did not auto ship and dony want this giant inventory they sent me!! Wont stop! Please help me I have no idea how much theyve been charging me or where theyve been charging me from. I cant find the charges, but I am gettingthis stuff delivered to my house constantly so I know theyre charging me somehow but they wont speak to me. They hang up on me so I know how much Ive spent already. Please help me.

  Business Response

  Date: 01/16/2025

  Hello *****,
  
  We do apologize for any inconvenience this may have caused you. If you have not cancelled your account has rolled into a monthly subscription as agreed to by the terms and conditions (you had to agree to the terms to be able to place the order). We did not receive a cancellation request from you in the allotted time, so we naturally assumed that you were satisfied with the product and charged you accordingly, as agreed to by the Terms and Conditions.

  As a gesture of goodwill, we have provided a complete refund for the most recent order, without requiring the return of the products. Please allow 5-10 business days depending on your bank's processing time for the credit to reflect back to your account.
  
  Rest assured, the account is canceled and you won't receive any further charges.
  
  Thank you

   

• Initial Complaint

  Date:01/06/2025

  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.

  Ad said discounted $39.65 Ive been charged $251.33

  Business Response

  Date: 01/09/2025

  
  Hello ****,
  
  We regret any inconvenience that the customer has experienced, and we assure you that we are doing everything possible to resolve their complaint.  We take great care to ensure that important matters such as this are properly managed. 
  
  We issued a refund of ****** via E-check today. Please allow up to 7-10 business days for the e-check to reflect in your email address **************************** This may be new to you, but it is a safe and convenient way to receive funds faster. You will receive an email from our third-party e-check issuer, ************. Within the email, you will have the option to either Direct Deposit or Print an e-check. 
  
  Rest assured, the account is canceled and you won't receive any further charges.
  
  Thank you

• Initial Complaint

  Date:01/05/2025

  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.

  On July 8, 2024, I ordered TWO bottles of Sweet Relief from a company with the same name. The amount of my order was $59.99. Within a few minutes of placing my order, I checked my credit card company and found an additional charge from Sweet Relief for $198.78. I immediately phoned Sweet Relief and told them I only ordered TWO bottles. Although it had only been MINUTES, I was told that it was TOO LATE to stop the shipment. I was told to just return the 5 BOTTLES I DID NOT ORDER, and I would receive a refund. Upon receipt of the 7 bottles, I immediately returned 5 bottles via ****. Several months have passed and I have not received a refund. I called the # associated with this charge ( on my credit card statement it is billed as: Premier Pump Muscle Cincinnati, Oh. # ************.) today. I spoke with a man named *****. He said ************ is a well service company and they have nothing to do with SWEET RELIEF. ***** said that somehow, Sweet Relief had hooked up with their info and were using it. ***** said, we have received 500 to 600 phone calls just like yours. He said it is definitely fraud and that they had turned it over to the BBB.

  Business Response

  Date: 01/06/2025

  Hello,

  We regret any inconvenience that the customer has experienced, and we assure you that we are doing everything possible to resolve their complaint.  We take great care to ensure that important matters such as this are properly managed. 
  
  As a one-time courtesy, we went ahead and issued a full refund as the customer requested. Please allow 5-10 business days depending on your bank's processing time for the credit to reflect back to your account.
  
  Rest assured, the account is canceled and you won't receive any further charges. 
  
  
  Thank you

  Customer Answer

  Date: 01/14/2025

  I do accept their decision to refund my money. It SHOULD have been done months ago, when I retuned the  product that I did NOT order. They chose to ADD the said product to my order and charge me for it. 
  if you go on line and check the reviews for Sweet Relief, you will see that they have done this SAME THING to lots of people. 
  Also, if you would please phone the number:  ************, you will find that this number is for the company:  Premier Pump Muscle, a company that supplies products for water *****, etc. HOWEVER,- THIS is the number that Sweet Relief has on their products as THEIR phone number. When I phoned that number, the gentleman ( *****) told me that this company has received 500 to 600 phone calls saying the exact same thing I did,- that they ordered one product, and Sweet Relief added other products and charged them for the product. ***** said that Sweet Relief is just USING their number!
  Would you PLEASE check this out, as I do not want this company to continue this fraudulent activity. 
  Thank you very much!
  ***** ******

  Customer Answer

  Date: 01/14/2025

   
  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:01/05/2025

  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.

  False advertisement. Wrong merchandise sent. Finished 3 bottles and nothing changed. They don't deliver what was advertised.Requesting full refund. Company using *** ****** website to sell their sweet relief instead of what was advertised by DR. *******

  Business Response

  Date: 01/06/2025

  Hello,

  We regret any inconvenience that the customer has experienced, and we assure you that we are doing everything possible to resolve their complaint.  We take great care to ensure that important matters such as this are properly managed. 
  
  As a one-time courtesy, we went ahead and issued a full refund as the customer requested. Please allow 5-10 business days depending on your bank's processing time for the credit to reflect back to your account.
  
  Rest assured, the account is canceled and you won't receive any further charges. 
  
  
  Thank you

• Initial Complaint

  Date:01/05/2025

  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.

  On Dec. 26, 2024, I thought I was paying only $39.99 for the product but was charged $249.98. I called the Company back the same day, canceled my original order, and they told me my refund would be back in my Bank Account within 3-5 business days. I've called them back seperate times to make sure my refund is being upheld. On the 4th day they tell me that the original cancelation did not go through and I have to wait another 3-5 business days for my refund. This is wrong!

  Business Response

  Date: 01/06/2025

  Hello,

  We sincerely apologize for the inconvenience that this situation has caused you. Regrettably, we are unable to find any records of your account within our system. To expedite the resolution of this matter, we kindly request you to provide us with essential details such as your account name, number, order ID, or any other relevant information. This will enable us to promptly address your concerns and provide a satisfactory solution. Thank you for your understanding and cooperation.

• Initial Complaint

  Date:01/05/2025

  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.

  In August ******** a one time purchase of Glycogen through Sweet Relief. They charged me over $300.00, and it was advertised for $39.99. The last few months I have gotten 3 packages with 6 bottles in each package. And I've been charged the same amounts. I never approved or clicked on anything gor a subscription.This money is being taken from my account unauthorized every month. I need a full refund and for this company to stop their false advertising. They don't even answer the phone number I have for them.

  Business Response

  Date: 01/06/2025

  Hello.

  We deeply apologize for any inconvenience you may have encountered and want to assure you that we are actively working towards resolving your issue. We prioritize important matters like yours and strive to handle them appropriately.
  
  We understand that it might have been possible for you to overlook the terms and conditions. If you do not cancel your account within 30 days of the order date, your initial purchase automatically enrolls you in a monthly auto-ship program. However, as a one-time courtesy, we have proceeded to issue a full refund of $194.99 today. You should expect to see the credited amount in your account within the next 5-10 business days.
  
  Please rest assured that your account has been successfully canceled, and you will not incur any further charges or receive any additional shipments.
  
  We greatly appreciate your patience throughout this process. If there is anything else we can assist you with, please do not hesitate to let us know.

• Initial Complaint

  Date:01/05/2025

  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.

  1/5 -off. I order a single bottle only for joint support from mailto:*******************************************************************. when I check out to pay. I notice that right away pull out from my bank account for two transactions one for $59 and a second one for $190. I did not authorized to pay. That is stealing money without my consent which is totally wrong.

  Business Response

  Date: 01/06/2025

  Hello ******,

  We do apologize for the confusion. We would be more than happy to clarify any misunderstanding with your order. You can get this discounted price of $38.99 if you purchase a bundle, the more bottles, the more discounts you can get. The deal is $194.99 for 3 bottles so each bottle is $64.99. We are including 2 free bottles in that package so that brings the price down (divide $194.99 by 5) to $38.99 for each bottle. You also placed an additional order of the (SweetRestore Cleanse - 2 bottles) for which you paid $59.99.

   
  We list this cheaper product price on our packages not to mislead, but to show the savings customers can have by purchasing the larger packages. We do provide the total price for each package right under the offers to avoid any confusion.

  As a one time courtesy, we went ahead and issued a 50% refund today. Please allow 7-10 business days depending on your bank's processing time for the credit to reflect back to your account.
  
  Thank you

   

  Customer Answer

  Date: 01/06/2025

   
  Complaint: 22770062
  
  I am rejecting this response because: I never wanted to receive the free bottles and never asked for one. I only was intending to purchase a SINGLE bottle, please refund my hard earned money ; Ive legit bills to pay and support my family.
  
  Sincerely,
  
  ****** ****

  Business Response

  Date: 01/08/2025

  Hello ******,
  
  We regret any inconvenience that the customer has experienced, and we assure you that we are doing everything possible to resolve their complaint.  We take great care to ensure that important matters such as this are properly managed. 
  
  We went ahead and issued an additional refund of $127.50 as the customer requested. Please allow 7-10 business days depending on your bank's processing time for the credit to reflect back to your account. You have the option to decline the package upon delivery and not be required to pay for the return.
  
  Thank you