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:07/23/2025

  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.

  The transaction was made on July 6th 2025, I paid $87.54 for 4 tubs of GFuel, the flavors being The Juice, Tutti Frutti, Strawberry Banana, and Sour Slice.The nature of the dispute is... it's been nearly 3 weeks and I still haven't seen anything in regards to my products being shipped. I have tried reaching out to GFuel directly, and basically got an automated response (not how you should handle these situations). GFuel told me that my products should ship on or around July 18th, well... none of that has happened and I want my products that I paid money for.

  Customer Answer

  Date: 07/26/2025

  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 and the matter has been resolved.
  
  Sincerely,
  
  **** ********
  
  
  
   
  
  

• Initial Complaint

  Date:05/01/2025

  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.

  I placed an order on the 17th of April. It shipped out quick and promptly it. Arrived at a *********************, scanned on the 19th. Has not had a departure scan as of today. The first of may, I have called customer service multiple times I was given any an email for the Insurance policy which states it hasn't been missing more than 5 days, which is not true. Even if they were going off business days, so it won't let me activate. So customer service again.I even heard from the *********** about this. They think it may have been stolen from the facility. They gave me contact information if I wanted to pass it on to customer service. So they can talk to her directly, which I did. That customer service representative. I made it seem like I was trying to run a scam on them. Call back yesterday to talk to a manager about that. Issue was told the manager would have to call me back and I waited all day and day. No call, so I called today. And of course, the manager is still not available. And it just *****.I love the product and i've had really good interactions with customer service but on this incident, all the complaints are proven true.And all I want is my shipment, but this whole experience has put a bad taste in my mouth.

  

  Business Response

  Date: 05/02/2025

  Prior to submission of this complaint we have spoken to this customer and have let him know we will reach out to **** on our end to see if we can get any updates on his package. As this type of request takes a few days for **** to process and investigate we could not provide further information for the customer at that time. While he states he has been told by **** that there is something wrong with the package we have not received tracking updates or any written statements from **** as to this being the case. We have heard back from **** yesterday and have been given sufficient information to be able to deem the package as lost. We will be reaching out to the customer directly to resolve the issue.

  Customer Answer

  Date: 05/02/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ******** and called  the company  soon as i gave my name having the call disconnected i called back. I was informed  within the next twenty four hours they will figure out a resolution to get me my package and it should take five more business days  andand I only have 6 days to answer this so i can't  wait for it to be resolved before my time.find that this resolution is satisfactory to me and i hope  this matter will  be resolved. 
  
  Sincerely,
  
  **** ******
  
  
  
   
  
  

• Initial Complaint

  Date:03/03/2025

  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.

  On 01/17/2025 I received an Item I ordered the ***** COLLECTOR'S BOX for $73.98 from G FUEL LLC. After opening it I found that the shaker cup that came with it was faulty and tried to contact G FUEL LLC, but hadnt heard a response after multiple emails. I finally heard back from them and they agreed to a refund if i returned the item, but I would need to pay for the shipping which was an additional $7.96. This would bring the total I spent to $81.94. I shipped them the Item Back on 02/04/2025 and it was marked as delivered by *** on 02/06/2025. The *** Tracking Number for the return is: ****************** G Fuel Website Order Number #********* Despite returning the item, I was not issued a refund. I tried contacting them through email again on 02/10/2025, 02/14/2025 and 02/21/2025. I Also tried calling them on 03/03/2025, but have received no response to any of these inquiries as of 03/03/2025. I believe they are intentionally trying to ignore my messages in an effort to not refund me I can provide any further information you may need upon request

  

  Business Response

  Date: 03/03/2025

  Hello,

  It appears the customer may be contacting us outside our business hours of 9:00AM EST-8:00PM EST. We have no record of contact beyond the instructions sent on 02/03/2025 on how to return the cup to us. The customer has placed a chargeback as of 03/01/2025 so now we are unable to issue a refund here. If the customer would like to contact us to resolve the situation amicably, we can be reached at ************ on our website via Live chat or by email at ******************************** Again, our hours are between 9:00AM and 8:00PM EST Monday-Friday.

   

  Thanks!

  Customer Answer

  Date: 03/04/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [Your Answer Here]

  Recently I did initiate a chargeback, but it was due to the complete lack of communication from G Fuel **** As pictured in the documents provided I responded after receiving instructions on February 4th (Not the 3rd) and mailed it back. The package was delivered on 02/06/2025. I then sent a direct response to the email thread on 02/10/2025, along with two more emails on 02/14/2025 and 02/21/2025, but received no response. I also sent several messages through their website support page, but never heard back from any of those either. The package I mailed back also included the full itemized bill for my order (Image attached) with all of my information and the order number, but still did not receive my refund. G Fuel *** mentioned in their response that the chargeback was initiated on 03/01/2025, but my question is why they did not provide a refund for the order despite having the item in their possession since 02/06/2025? I just don't believe the reasoning provided.

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

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

  

  Business Response

  Date: 03/05/2025

  We are not here to argue with the customer we have provided all the contact from him that we have in our records. We have also explained as is this situation will have to wait until the chargeback situation is resolved. We explained that the best way would be for the customer to contact us so we can explain the steps to be taken to have the chargeback rescinded. If he does not wish to do this then we will be forced to submit all of the evidence and inform the credit card company that this chargeback was placed fraudulently. As explained, we can be reached between the hours of 9:00AM and 8:00PM Monday through Friday by calling ************ or by emailing us at ******************************* or even by going through our live chat service on our site during those hours. That again is 3 avenues of contact the customer has been offered. This complaint should be closed.

  Customer Answer

  Date: 03/06/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [Your Answer Here]

   As shown in the screenshots I provided previously, I emailed G FUEL *** at the ********************************************************* multiple times to no response. I also emailed them directly through the website "Contact Us" page. After their response on 03/04/2025 I reached out through live chat as they suggested to try and settle the charge back dispute as requested. I was told that a refund could not be provided because of the charge back dispute, and the agent ended the chat before I could ask questions about how to come to an amicable solution. I've tried many ways to settle this dispute and have been ignored every step of the way. In addition G FUEL ***'s response on 03/05/2025 still didn't answer the question of why they didn't refund my return despite the fact that they had the item in their possession since 02/06/2025 with the included packing slip receipt which had all of my personal and account information which should've prevented any confusion or delay to processing. As they stated, they didn't receive the charge back until 03/01/2025 which means they had just shy of a month to provide the refund, but did not do so. I am not trying to argue with G FUEL ***, but I find both their service and response to be inadequate 

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

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

• Initial Complaint

  Date:12/02/2024

  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.

  Complaint Details for BBB ****************** Name: G FUEL Order Number: ********* Order Date: 11/19/2024 Complaint Description:On 11/19/2024, I placed an order with G FUEL for the following items:PewDiePie Supreme Hydration 1 - $25.99 G FUEL Energy + Protein Single-Serving Starter Kit 1 - $14.99 G FUEL Energy + Protein Bundle (French Vanilla Latte) 1 - $49.99 Glow-In-The-Dark Shaker 1 - $9.99 After applying the promotional discount code FLANK, my total came to $95.16 USD, including $20.20 in savings, $8.49 in shipping, and $5.91 in taxes.When my package arrived, the G FUEL Energy + Protein Bundle (French Vanilla Latte) was missing. I immediately contacted G FUELs customer support to address the issue. Their response stated:We have a video monitoring system in our warehouse that allows us to watch each order as it is packed this way we know exactly what was packed in each shipment. We will consult with our warehouse managers and get back to you! Once we confirm it was not packed of course we will send it right away!Despite this response, I have not received the missing item or a refund for it. I followed up with G FUEL multiple times, but there has been no resolution. I have provided all the necessary information to prove my claim, yet the issue remains unresolved.Desired Resolution:I request that G FUEL immediately ship the missing G FUEL Energy + Protein Bundle (French Vanilla Latte) or issue a full refund for the item ($49.99). Additionally, I ask that they improve their customer service process for addressing order discrepancies to prevent similar frustrations for other customers.

  

  Business Response

  Date: 12/02/2024

  Customer reached out during Thanksgiving holiday when unfortunately, we were not open. The video of this order was reviewed today, and it was determined we missed packing the item in question. Confirmation that the item is being resent was sent to the customer. Overall, this situation took about 1-3 business days to resolve for the customer. 

  Customer Answer

  Date: 12/02/2024

  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 and the matter has been resolved.
  
  Sincerely,
  
  ****** ********
  
  
  
   
  
  

• Initial Complaint

  Date:11/20/2024

  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.

  In the past year I have purchased 18 tubs of their energy drink formula. I was suggestively sold 2 tubs of watermelon limeade by ******* *******. The watermelon limeade is vile, its bitter and doesn't taste like watermelon or limeade. Its disgusting. I've tried reaching out to customer service but **** ******* is the only one that answers the phone or does customer service over there. I just want my 2 tubs replaced with a flavor that I don't find putrid! Everytime I reach out to customer service **** just disconnects from me.

  

  Business Response

  Date: 11/20/2024

  This Customer has been given the ability to return the products he does not fully enjoy. Since we sell a food item we unfortunately cannot accept returns on an opened product. If a customer does not fully enjoy a product, we are more than happy to work with them in finding a solution for them to try a flavor they do like. This customer was very rude and cursed at us, he then proceeded to call us on the phone to berate my staff and insult us. Since it is clear the customer does not wish to reach an amicable solution, we have banned him from use of our website and services. We no longer wish to business with this individual. 

  Customer Answer

  Date: 11/20/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [Your Answer Here]
  All Ive asked for is the product to be replaced with a different product that I like. *** purchased 18 tubs of their product. Im unhappy with two and disgusted by two. **** wont even communicate with me. I wasnt rude to him on the phone he was rude to me. I have called in and both times without me being rude to him hes disconnected the call. **** is the one that suggested I buy the watermelon limeade flavor in the first place. Its turned. Something is wrong with it. Theres no possible way that is what they were trying for. I cant even have a dialog with the company as **** says I berated him. I never did! What he screenshot is the worst of it. I was absolutely dumbfounded! **** told me over the phone they didnt want my business and their products arent made for me. I get it but this guys supervisor needs to be aware of the way he speaks to customers! Good customers! 

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

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

• Initial Complaint

  Date:06/03/2024

  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.

  on May 26th I paid for two tubs of gfuel during the buy one get one free event, everything was fine until 3 days later when the event was over they cancelled my order and marked my credit card as fraudulent which it is definitely not. I have never had an issue like this before when I bought gfuel anywhere else. They will not reply and from what i've seen this has happened to alot of people.

  

  Business Response

  Date: 06/17/2024

  We have contacted the customer directly to provide them with proof of the refund being issued and the Acquirer reference number so they can follow up on where the refund is with their bank or card issuer. We have also left the line of communication open should the customer need any other type of documentation as we are more than willing to work with them to resolve this issue.

• Initial Complaint

  Date:11/02/2023

  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 attempted to order products from this company and they didn't ship out so the order was canceled I have a refund receipt and yet they refuse to give me a refund

  

  Business Response

  Date: 11/02/2023

  We have explained the situation to this customer over the phone. We cannot work with the customer on his orders as he placed chargebacks with his bank for both of the orders. Once that occurs we no longer have the ability to issue a refund or take any further action on our end with the order. The money was taken from us as a result of a chargeback with the reasoning that the orders were fraudulent. Since the customer did confirm he intentionally placed these orders we have no choice but to provide evidence that the orders were legitimate and that the chargeback should be reversed. If we do not dispute chargebacks when required it can lead to further penalties against our company. Since it appears the card issuer has finished reviewing the evidence submitted by both the customers bank and ourselves they have decided to side with us and reverse the chargeback. In that case any funds issued to the customer are most likely withdrawn by the customers bank. While we understand this may be frustrating there is nothing we further we can do.

  Customer Answer

  Date: 11/02/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [Your Answer Here]

   My bank has stated the merchant was paid I have not recieved any products or services and was supposed to be refunded nether the merchant nor the bank is willing to help but I am owed money, I will be taking both the merchant and bank to court I have clear documentation and proof of theft , to me I think that would be more detrimental to there company but that is there choice it was stated clearly if the statement made by merchant they are aware I was charged even though my order was canceled 

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

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

• Initial Complaint

  Date:09/20/2023

  Type:Service or Repair 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 products 7/1/23 and have never received them. I messaged with customer support 5 times over the past few months and they keep telling me theyre investigating the issue and cant refund until theyve completed their investigation.

  

  Business Response

  Date: 09/20/2023

  This has been refunded as the customer has placed a chargeback with their bank. They have already received their money back and there is no complaint.

  Customer Answer

  Date: 09/20/2023

  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 and the matter has been resolved.
  
  Sincerely,
  
  ***************************
  
  
  
   
  
  

• Initial Complaint

  Date:06/07/2023

  Type:Delivery 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 made pre-order ********* for a ********* Collector's Box on 1/20/2023. I got an email that the order shipped on 4/21. Over two weeks later on 5/9, I checked the tracking ******************* in the email to see where the package was because it was taking so long and saw that the only update on the package was "Shipment Information Received". It still only says this today as of 6/6.I contacted customer support immediately by replying to the order email because at the bottom it says "If you have any questions, reply to this email or contact us at [*******************************](mailto:*******************************)". I got an automated response that request (******) was received, and over two weeks after that on 5/24, I had still not gotten a response.I sent another reply to the email and got another automated response that request (******) was received. Almost a week later on 5/30, I had still not gotten a response, so I tried sending a support request through the Gfuel websites help button with my order number and request for assistance with emphasis that I had not gotten a response after two email replies and 3 weeks of waiting.I got a unprofessional reply on June 5 with no apology or appreciation for my patience in this matter, that told me the package had been delivered, with tracking number *************. This tracking number was for my other order ********* I made in February. After I told them that, I got another reply that they can cancel and refund the order so I can re-order it. There would be no way for me to re-order it as the item is now out of stock, and I begrudgingly accepted a refund. Then I noticed that they only refunded me the price of the item and not the shipping. I sent another reply wondering if it was a mistake, but they had the audacity to tell me that the shipping cost does not get refunded. So, I got no compensation for this problem, lost money, and cant get the product I wanted of absolutely no fault of my own. This is unacceptable customer service.

  

  Business Response

  Date: 06/07/2023

  Original staff member that assisted the customer was under the impression the delivery failed but there was an issue with the tracking from before it was even picked up. In those cases we should offer a re ship or a full refund to customer. I followed up with the customer to explain our mistake. Refunded the full order amount and advised the customer we would ship his item back out as a courtesy to make things right.

   

   

  Customer Answer

  Date: 06/07/2023

  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 and the matter has been resolved.
  
  Sincerely,
  
  *****************
  
  
  
   
  
  

• Initial Complaint

  Date:05/18/2023

  Type:Service or Repair 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.

  This is about order #********* and the order was made on May 4th, 2023. Shipment of it arrived on May 9th, 2023. After it arrived I realized that I received the wrong flavor in my order and immediately contacted them to get my issue resolved. I have yet to receive a response on the matter as of today, even after leaving multiple emails, and would really like a response to get this resolved.

  

  Business Response

  Date: 05/18/2023

  Customer complaint was addressed and fixed. *************************** was transitioned from old staff to new staff so ticket wait times have increased. 

  Customer Answer

  Date: 05/19/2023

  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 and the matter has been resolved.
  
  Sincerely,
  
  *************************