ComplaintsforPhytage Labs

Vitamins and Supplements

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Initial Complaint
11/28/2023
Complaint Type:
Sales and Advertising Issues
Status:
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.
Company was issued a cease and desist notice that applied to them and their advertising partners on September 9th, 2023. Per International Law they are responsible for the conduct of their advertising partners.Company and/or its advertising partners have violated said notice on October 12th, 30th. November 13th, 21, 23, and 26th.I have attempted to call the company at their ***** since November 26th, and my call cannot be connected. It seems they love to advertising illegally to *********, but aren't willing to take our calls.
Business response
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
Customer response
12/09/2023
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:

************

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
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 response
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
08/24/2023
Complaint Type:
Product Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
On March 25 2023 I was researching Tinnitus because my ears have been ringing and came upon a video from Phytage Labs. The video was quite long and prommised relief from Tinnitus if I were to purchase their special forula Tinnitus 911.In their video they said to take Tinnitus 911 for at least 3 months for it to work and had a best offer of a 4 month supply at a discounted rate so thats the one that I ordered. In their video they stated that if I was not satisfied I could return the bottles even if they were empty for a full refund no questions asked. so after taking Tinnitus 911 and received absolutly no relief I returned the bottles to Phytage Labs ***** ****************************************** on July 25 from ********** *********** at my expense of $7.82 along with my reason for returning the bottles and my full name and address. I sent them a text asking for my refund but have not heard back from them.
Business response
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
Customer response
08/29/2023
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
06/30/2023
Complaint Type:
Product Issues
Status:
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.
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
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
05/26/2023
Complaint Type:
Product Issues
Status:
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.
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
05/31/2023
ATTN BBB: We do not sell "paternity tests" - please remove this erroneous complaint from our profile
Initial Complaint
02/16/2023
Complaint Type:
Product Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
7/28/2022-74.********************************************************** ** 11/30/202234.97**** ************************************************** These 2 charges were found on my bank statement. I did not order anything from this company and did not receive any product. Tried to request a refund but si far I have not been able to talk with them, There web site is disconnected .
Business response
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

Customer response
03/01/2023
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
11/08/2022
Complaint Type:
Service or Repair Issues
Status:
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.
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
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
11/02/2022
Complaint Type:
Delivery Issues
Status:
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.
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
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
Initial Complaint
06/27/2022
Complaint Type:
Product Issues
Status:
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.
I am receiving multiple (so far as many as ten) emails each day unsolicited using fake emails and domains with the pattern firstname-lastname-profession (e.g. **********************). Deleting them takes time each day, especially since they are interspersed in my legitimate correspondence. The "unsubscribe" function wants me to share my email address, and I know better than that. Can you stop them or, at least, demand that they have an automatic function for unsubscribing?
Business response
07/10/2022
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 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
05/12/2022
Complaint Type:
Delivery Issues
Status:
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.
I receive NUMEROUS emails from this company. I **NEVER** subscribed, nor did I consent to have these emails sent to **** will **ONLY** accept the following.1. detail how I was placed on this list, ip addresses, date/time/etc 2. remove any and all of my information immediately 3. attempt no further contact 4. any further emails, you agree to $1000 per email received by me, for "cleaning" my email servers, you agree to provide such payment via **** money order within 24 hours of said email being received.NO OTHER RESOLUTION WILL BE ACCEPTED
Business response
05/31/2022
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 genuine emails sent by us 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 sent by us 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. The images provided do not show a message sent by us.

We trust this clarifies the matter and welcome confirmation that the complaint has been closed.

Thank you,
PhytAge Labs
Customer response
06/01/2022
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

AS I CLEARLY STATED, I DID **NOT** OPT IN FOR THESE EMAILS, I DO **NOT** WANT THESE EMAILS, YOU ARE DIRECTED TO REMOVE MY INFORMATION COMPLETELY AND
IMMEDIATELY AND ATTEPMT TO SEND **NO** MORE EMAILS TO ME. I ALSO CLEARLY STATED, THAT I REQUIRE TO KNOW WHEN/HOW/IP ADDRESS OF HOW I WAS SIGNED UP FOR
SAID EMAILS.

FOR THE REASONS STATED ABOVE, I REJECT YOUR RESPONSE, SINCE YOU DID **NOT** ADDRESS THE CONCERN, NOR DID YOU TAKE ACTION REQUESTED TO REMOVE
ME FROM YOUR LIST.

Sincerely,

*************************

Business response
07/10/2022
Please note that since we have no record of the complainants email address or recognize the screenshot as being an email from our company, we can only conclude that this is a case of mistaken identity.

As mentioned previously, any genuine emails sent by us identify our company by name, show a physical address and have valid and working opt-out / unsubscribe links in the footer. Messages which do not include this information - such as in the screenshot - have not been sent by our company. Given these facts, there is no further information available for us to provide since we have no record of the customers email address.

We trust this clarifies the matter and welcome confirmation that the complaint has been closed.

Thank you,
PhytAge Labs

Customer response
07/12/2022
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:

A screenshot clearly identifying your company was provided. Since you refuse to do anything about the constant emails, I have no choice but to reject your response.

Sincerely,

*************************
Initial Complaint
01/14/2022
Complaint Type:
Delivery Issues
Status:
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.
This company has harvested my email address somehow as I do not have a business or consumer relationship with this company. A total of 14 emails soliciting business and advertising has been sent to my inbox. I have deleted a majority of them, and unsubscribed; however, 3 emails yesterday, and 2 today again. After unsubscribing, I continue to be marketed by this company incessantly.
Business response
01/23/2022
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
Customer response
01/24/2022
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]
I never opted in as the business has stated. I have been harvested. Their response mimics their other responses to the same claim by other consumers; therefore, is generic, and not heart felt.
If they state I have opted in, then I request to see where I have subscribed, and ask that they provide me documentation subscription. Since I have never subscribed, I wonder if Identity Theft needs to be reported.

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

Sincerely,

*************************

Customer response
02/03/2022
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 still don't have documentation where I opted-in. I asked for that in my last response. Again, their response seems very generic and not heart felt. and does not answer where I subscribed or opted in.

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

Sincerely,

*************************

Business response
02/09/2022
Thank you for your message with regards to the above referenced complaint, which we are happy to provide an additional response to.

We would ask the complainant to forward the messages they received to ************************************** so that we can review them and determine which address they were sent to, and whether they were even sent by our company. We do have strict opt out processes in place, and would welcome the opportunity to review the messages they believe are from us.

We trust this clarifies the matter and welcome confirmation that the complaint has been closed.

Thank you,
PhytAge Labs

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