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:11/27/2024

  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.

  Ive never heard of phage labs and about five mins ago I got a notice from cash app they declined a payment to them fortunately my account was locked or I would have been a victim

  Business Response

  Date: 01/09/2025

  Thank you for your message with regards to the above referenced complaint, which we are happy to respond to.
  
  We take fraud extremely seriously and take daily proactive measures to identify and refund any suspicious orders. If the customer did not place an order then we are sorry to learn that their personal information has been used without authorization to order from us. We highly suggest they report the breach of their personal information to the appropriate authorities, for which we will be happy to assist.
  
  We have since taken steps to reach out to the customer but we have not yet been successful. While we empathize that the customer experienced this, we must remind them that we only process orders received. We are not a scam and we are, in fact, as much a victim as the customer in this regard.
  
  Our aim is to improve the health of all of our customers, and take proactive measures to prevent fraud from occurring every day.  We strive every day to provide friendly professional service to all of our customers and are sorry again that this customer experienced fraud with their account.
  
  We trust this clarifies the matter and welcome confirmation that the complaint has been closed. We can only respond to such enquiries after all efforts have been exhausted to investigate and communicate with the customer, and any such dates provided by the BBB are therefore arbitrary in the context of proper resolution attempts.
  
  Thank you,
  PhytAge Labs
  
  

• Initial Complaint

  Date:11/11/2024

  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.

  Someone hacked my account and ordered many things on line delivered to my address. I returned all products to sender and was told it would be refunded. Now company says I need a statement from the bank saying I will not dispute the charges. If I was going to dispute charges I would of done it on 10/23/24 when it happened. But I waited and returned package to company. Now they have my money and their merchandise and will not refund my ******. Now I feel if I get the statement from the bank I will definitely not see any refunded money. I have done my part by returning item. I feel I am being scammed

  Business Response

  Date: 01/09/2025

  Thank you for your message with regards to the above referenced complaint, which we are happy to respond to.
  
  We take fraud extremely seriously and take daily proactive measures to identify and refund any suspicious orders. If the customer did not place an order then we are sorry to learn that their personal information has been used without authorization to order from us. We highly suggest they report the breach of their personal information to the appropriate authorities, for which we will be happy to assist.
  
  We have since taken steps to reach out to the customer but we have not yet been successful. While we empathize that the customer experienced this, we must remind them that we only process orders received. We are not a scam and we are, in fact, as much a victim as the customer in this regard.
  
  The customer may be confused as we have sent them no orders, and there is nothing they could possibly have returned to **. This could be because they stated their account was hacked and many things were ordered online and sent to them.
  
  Our aim is to improve the health of all of our customers, and take proactive measures to prevent fraud from occurring every day.  We strive every day to provide friendly professional service to all of our customers and are sorry again that this customer experienced fraud with their account.
  
  We have attempted to refund the item at the time of the transaction on 10//23/24 and the customers bank rejected this, we have also been unable to send a check due to the same fraud flags the customer has experienced.
  
  We have since made a number of attempts to contact the customer to recommend in this case that they speak to their bank regarding the fraud they experienced, which is always recommended in such cases. And seek to receive a refund from their bank via the dispute process, since we have exhausted all attempts to provide this for them.
  
  We trust this clarifies the matter and welcome confirmation that the complaint has been closed. We can only respond to such enquiries after all efforts have been exhausted to investigate and communicate with the customer, and any such dates provided by the BBB are therefore arbitrary in the context of proper resolution attempts.
  
  Thank you,
  PhytAge Labs
  

• Initial Complaint

  Date:11/28/2023

  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.

  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:

  ************
  
  Thank you for providing the ************************************** email address, which I have confirmed as yours. This made me researching things alot easier.
  
  Attached are scans of emails sent from ***************** to **************************************, including a cease and desist notice and several warnings issued after the notice was violated regarding the promotional e-mails concerning your products to me..
  
  Reviewing the evidence clearly indicates a violation of the CAN-SPAM Act, perhaps not directly by ************ but by your advertising partners. Since you did cite that your company clearly identifies itself in promotional e-mails. My cease and desist notice explicitly covers your advertising partners as well. Hence, while the responsibility may not rest solely with ************ someone within your company seemed unaware or negligent in addressing this matter promptly. Since the notices go all the way back to April, and the most recent violation is less than a month old.
  
  Drawing an analogy, if I, as a ********, hire a contractor from ****** to construct a bridge in ******* and it collapses within a specified timeframe, I am liable for the failure despite being distant from the actual work.
  
  Considering the evidence and the apparent lack of action within your company, I cannot accept your response. Your assurance of compliance and rectification is crucial. A blanket reference to adherence to the law isn't sufficient given the evidence at hand and the absence of accountability.
  
  As per my original cease and desist notice, the means through which my email address was obtained were illegal, leading to a lack of trust in unsubscribe links.
  
  My only acceptable response from *********** is a clear acknowledgment of errors made and a commitment to ensure both your company and your advertising partners strictly honor the cease and desist notice immediately.
  
  Let me be very clear, working via the BBB is my last attempt to resolve this matter without getting the authorities such as the ***** the **** or anyone else involved. I will have my privacy respected.
  
  ********************

   

   

  
  
  
  
   
  

  Business Response

  Date: 12/06/2023

  Thank you for your message with regards to the above referenced complaint, which we are happy to respond to.
  
  We comply fully with CAN-SPAM legislation, and take our responsibilities under the Act seriously. We only send emails to those who explicitly opted-in by providing their email address.
  
  All emails sent identify our company by name, show a physical address and have valid and working opt-out / unsubscribe links in the footer. Recipients can easily unsubscribe themselves from every message sent, and when we are asked to do this for them, we honor opt-out requests quickly and responsibly.
  
  We have systems in place to ensure that vetted providers who send emails on our behalf conform to all CAN-SPAM legislation too, and we actively monitor that they keep their lists updated regularly.
  
  If the complainant is receiving messages that they no longer wish to receive, they can simply click the link in the footer to opt-out. If they have any issues with this process they can also forward the message to our **************** team at ************************************** where we will always take steps to ensure they are opted out from further messages.
  
  We strive every day to provide friendly, professional service to all of our customers and are sorry that the customer feels we are in violation of CAN-SPAM laws. Nothing could be further from the truth, since we actively work on this process daily to comply with all opt-out requests received and our responsibilities under the law.
  
  We trust this clarifies the matter and welcome confirmation that the complaint has been closed.
  
  Thank you,
  PhytAge Labs

  Business Response

  Date: 01/19/2024

  ATTN BBB:
  
  We have responded in full multiple times and we have no further response to make other than the very detailed responses we made previously.
  
  PhytAge Labs

  Customer Answer

  Date: 01/26/2024

  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:

  I once again stand by the evidence.
  
  Your company was informed of the cease and desist notice. You were given evidence both via e-mail directly, and via the BBB.
  
  You have yet to take accept you did anything wrong.
  
  You seem ready to ignore the problem to hope it will go away, like a child who got caught with his/her hand in the cookie jar.
  
  That is why I have found all your answers unacceptable, and as I have found your most recent one to be unacceptable.
  
  If I may be so rude, but own up to your mistake, own up to the fact that your advertisers are using illegally obtained e-mails to promote your dubious product so we can move forward.
  
  That is all I need, "************, we made a mistake, and we assure you it will never happen again."
  

   

   

   

   

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

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

• Initial Complaint

  Date:08/24/2023

  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.

  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,
  
  *****************************
  
  
  
   
  
  

  Business Response

  Date: 08/28/2023

  Thank you for your message with regards to the above referenced complaint, which we are happy to respond to.
  
  The customer purchased our Tinnitus 911 supplement for $199.80 on 3/25/23, which comes with a 90 day guarantee. We have no ability to receive text messages and we had no contact from the customer about obtaining a refund or any receipt of their returned order.
  
  We stand behind our products, which are in fact backed by scientific research. Research has found that a variety of herbs and other all natural ingredients, such as those contained in Tinnitus 911, have helped many people experience positive benefits. There is no one supplement that works for all people though.
  
  As a testament to the fact that we go above and beyond, we have successfully obtained details from the customer to allow us to refund them by check. This is a gesture of goodwill since the customers generous 90 day guarantee expired over two months ago, and a month before the date of return stated by the customer.
  
  We strive every day to provide friendly professional service to all of our customers and can be easily contacted by phone call to ************** by not by text message to the number.
  
  We trust this clarifies the matter and welcome confirmation that the complaint has been closed.
  
  Thank you,
  PhytAge Labs
  

• Initial Complaint

  Date:06/30/2023

  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.

  They said these pills were guaranteed but they gave me no address to return them to and the phone number does not Connect.

  Business Response

  Date: 07/10/2023

  Thank you for your message with regards to the above referenced complaint, which we are happy to respond to.
  
  The customer purchased our Tinnitus 911 supplement for $178.33 including sales tax on 6/7/23, which comes with a 90 day guarantee. When they contacted us on 6/27/23 with a concern about their experience, we advised them to discontinue use immediately and we provided them with clear return instructions for a full refund once received back.
  
  Our records show a further follow up to the customers email, but do not reflect any calls from the customer to us prior to 6/30/23, suggesting that the customer was dialing a wrong number at that time. We did however provide an immediate refund on 6/30/23, before even receiving the returned order back, and the customer confirmed on 7/6/23 that they have started the return process.
  
  We stand behind our products, which are in fact backed by scientific research. Research has found that a variety of herbs and other all natural ingredients, such as those contained in Tinnitus 911, have helped many people experience positive benefits. There is no one supplement that works for all people though.
  
  We strive every day to provide friendly professional service to all of our customers and we can be easily contacted on **************. We continue to attempt contact with the customer to ensure their issues are fully resolved.
  
  We trust this clarifies the matter and welcome confirmation that the complaint has been closed.
  
  Thank you,
  PhytAge Labs
  

• Initial Complaint

  Date:05/26/2023

  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.

  2/21 paternity test $100 shipped out the test in February 2021 i believe it was going to ******. as of today never received the results. We have used another agency and i am requesting a refund.Order #******************

  Business Response

  Date: 05/31/2023

  ATTN BBB: We do not sell "paternity tests" - please remove this erroneous complaint from our profile

• Initial Complaint

  Date:02/16/2023

  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.

  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,
  
  ***********************
  
  
  
   
  
  

  Business Response

  Date: 03/01/2023

  Thank you for your message with regards to the above referenced complaint, which we are happy to respond to.
  
  The customer purchased our Nerve Control 911 supplement for $74.15 including sales tax on 3/21/22, which comes with a 90 day guarantee. When they called us on 3/29/22 with a concern about the cost, they were happy to keep the product and receive a $34.97 refund which we processed on 3/29/22.
  
  Our records do not show any other transactions other than the two indicated, and the customer did not opt-in to any subscription and has not received any further charges.
  
  We stand behind our products, which are in fact backed by scientific research. Research has found that a variety of herbs and other all natural ingredients, such as those contained in Nerve Control 911, have helped many people experience positive benefits. There is no one supplement that works for all people though.
  
  We strive every day to provide friendly professional service to all of our customers and can be easily contacted on **************. We have tried to contact the customer about clarifying their purchase but we have not been successful.
  
  We trust this clarifies the matter and welcome confirmation that the complaint has been closed.
  
  Thank you,
  PhytAge Labs
  
  

• Initial Complaint

  Date:11/08/2022

  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.

  Despite unsubscribing from your spam email list, you continue to harass me with multiple emails daily. Ive reported you to CASL authorities and will continue to do so. A simple read through of the 27 complaints about your company and your shockingly ambivalent and arrogant responses, you clearly dont believe you will face any consequences. I think it is time to pursue legal action against you. Dont tell me you follow the law as I have already submitted proof of your lies to CASL authorities. Dont tell me I opted in to your harassment as I can prove I have unsubscribed. Shame on you!

  Business Response

  Date: 11/21/2022

  Thank you for your message with regards to the above referenced complaint, which we are happy to respond to.
  
  We comply fully with CAN-SPAM legislation, and take our responsibilities under the Act seriously. We only send emails to those who explicitly opted-in by providing their email address.
  
  All emails sent identify our company by name, show a physical address and have valid and working opt-out / unsubscribe links in the footer. Recipients can easily unsubscribe themselves from every message sent, and when we are asked to do this for them, we honor opt-out requests quickly and responsibly.
  
  We have systems in place to ensure that vetted providers who send emails on our behalf conform to all CAN-SPAM legislation too, and we actively monitor that they keep their lists updated regularly.
  
  If the complainant is receiving messages that they no longer wish to receive, they can simply click the link in the footer to opt-out. If they have any issues with this process they can also forward the message to our **************** team at ************************************** where we will always take steps to ensure they are opted out from further messages.
  
  We strive every day to provide friendly, professional service to all of our customers and are sorry that the customer feels we are in violation of CAN-SPAM laws. Nothing could be further from the truth, since we actively work on this process daily to comply with all opt-out requests received and our responsibilities under the law.
  
  We trust this clarifies the matter and welcome confirmation that the complaint has been closed.
  
  Thank you,
  PhytAge Labs

• Initial Complaint

  Date:11/02/2022

  Type:Delivery 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 ordered pills from them that were delivered to wrong address. They admitted that and I never received the pills. I cancelled the order having second thoughts about putting something in my body from a disorganized company. They were for tetinnitis (I know ridiculous to think a pill would work) They never sent the pills, my Citi card did two investigation s and said I have to deal with them. The co.said to go to ************************************** and upload Citi denial letter. There is no way to upload that there. I will upload it to you. I just want my $212.29 back through check or credit card and people to know that they shouldn't waste their time dealing with this company. Thank you ***********************

  Business Response

  Date: 11/14/2022

  Thank you for your message with regards to the above referenced complaint, which we are happy to respond to.
  
  Tinnitus 911 has been one of our best selling supplements, and many customers tell us - when they are calling to place additional orders - that it provides a real benefit to their lives.
  
  The customer made their purchase of 4 bottles on 4/27/2022 which comes with a 90 day guarantee. The customer issued a dispute and received a chargeback refund from their bank on 5/26/2022 without making any contact with us prior to disputing the charge with their bank.
  
  The customer contacted us on 7/14/2022 asking for a refund, and it was identified that they had provided the wrong address when they placed their order online. They were advised that they instead chose to file a dispute and will therefore have received their refund via the chargeback process with their bank. In cases where the bank reverses that, we ask for written proof that they have been re-charged, since they already received a refund via their bank.
  
  The customer contacted us again on 8/12/2022 asking for a refund, and had not provided the proof that their bank dropped the dispute as requested previously.  We reminded the customer of this a number of times when they subsequently contacted us.
  
  On 11/1/2022 the customer provided us with the written proof we had requested on 7/14/2022 and we therefore issued them with a refund via check.
  
  We strive every day to provide friendly professional service to all of our customers and sorry that the customer preferred to file a dispute instead of contacting us and easily obtaining a refund.
  
  We trust this clarifies the matter and welcome confirmation that the complaint has been closed.
  
  Thank you,
  PhytAge Labs