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:07/02/2025

  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 accepted an offer by telephone of a trial bottle of "***** ******** Green Tea CR" of one bottle for about $4.00. I took it and it did nothing as it said it would "support energy, vitality, fat burning and cardio health". In the meantime, I was too busy with a parent's health emergencies (multiple hospital stays) while I am the sole child in the vicinity, and issues with my personal health, children in school and activities....... I did not cancel before they sent me 3 more bottles (for more than $40/bottle). With all the emergencies going on I missed the return window (I did not realize what the window was or that it was passing so quickly.) I tried by telephone to return the product and while I listened to their wait speech about how much integrity the company has, and how much they stand by their products, then they told me they wouldn't do anything for me. I believe this company does not stand behind their products, has no integrity and is basically a scam.

  Business Response

  Date: 07/24/2025

  Complaint ID: ********, ******* ********
  Account # *********
  
  Dear ********************,
  
  Purity Products is a direct-to-consumer company proudly serving customers since our founding in ******* have remained committed to delivering premium nutritional supplements while upholding the highest standards of quality, integrity, and customer satisfaction.
  
  Thank you for bringing this matter to our attention. Please know that all customer interactions, including phone calls, are monitored and reviewed as part of our ongoing quality assurance process.
  
  Following a thorough review of the account, *** ******** was granted authorization to return a package, despite it being outside our standard 60-day return policy. The returned package was received, and a refund for the merchandise cost in the amount of $128.85 was processed accordingly.
  
  We are committed to resolving concerns in a fair and transparent manner. Should *** ******** require any further assistance, we encourage her to contact our dedicated ************* team. We are happy to provide any additional clarification or support needed.
  
  Sincerely,
  Purity Products ************* Team

• Initial Complaint

  Date:05/29/2025

  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.

  charged ($146.85)for product not ordered or received

  Business Response

  Date: 06/12/2025

  Complaint ID: ********
  Customers Name: *** ******
  Account No.: *********
  
  Dear *** ***************** behalf of Purity Products, please accept our sincere apologies for the inconvenience you have experienced. For over thirty years, and with a customer base exceeding one million, we have maintained an unwavering commitment to customer satisfaction and quality service. In response to your concerns, we have processed a refund in the amount of $146.85 to your account.
  
  We take all customer feedback very seriously. To that end, all customer communications are subject to monitoring for quality assurance and training purposes. Our ***************** Team will conduct a thorough review of this interaction to ensure that appropriate feedback and coaching are provided to our agents.
  
  We appreciate you bringing this matter to our attention, as your feedback is invaluable in helping us refine our processes and uphold full compliance with applicable state and federal regulations. We hope to have the opportunity to restore your confidence in Purity Products and provide you with the high standard of service you expect and deserve.
  
  Yours in good health,

  The Purity Products Team

• Initial Complaint

  Date:05/23/2025

  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.

  I had placed an order with this company for *********. They had sent me the wrong item. I contacted them several times before they finally responded. I send a photo to them of the wrong item that was sent and asked if they could sent the correct item. Again they took forever to respond. I ended up calling their customer support and the gentleman stated he would send out the correct item. I've been waiting and nothing. So I contacted them again to state I never received it. Now they sent me an email stating they will not send it until I give them a credit card to have on file. I should not have to provide a credit card to them, they made the mistake. All I wanted was for them to send the correct item.

  Business Response

  Date: 06/04/2025

  Dear Better Business Bureau,
  
  Purity Products is a direct-to-consumer company renowned for its three-decade commitment to delivering premium nutritional supplements. Established in 1993, we have consistently upheld our reputation for excellence and customer satisfaction.
  
  Thank you for reaching out and sharing your experience. I truly apologize for the inconvenience youve encounteredthis is certainly not the level of service we aim to provide. I understand your frustration, especially given that you received the wrong item and that you've made several efforts to resolve the issue. Your request to simply receive the correct item is absolutely reasonable, and I appreciate your patience throughout this process.
  
  A review of the account confirms that a reship containing the correct item was processed; however, a temporary out-of-stock issue caused a delay in getting the product to you. Once the item became available, it was promptly shipped. Thank you again for bringing this to our attentionwe appreciate your patience and remain committed to making it right.
  
  If you have any further questions or need additional assistance, please do not hesitate to reach out. Our dedicated customer service team is available and happy to assist you with any concerns or inquiries you may have.
  
  Yours in good health,

  The Purity Products Team

• Initial Complaint

  Date:05/14/2025

  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.

  I purchased purity product for the first time sometime in December which at the time was a promotion and as i'm sure you are familiar with which allows shipments every 3 months as a subscription and they ask that you cancel before next shipment is shipped so that you wont get charged in which I did back in February however was charged ****** and I called several times to rectify the situation once I saw that they drafted the ****** out of my account and was in disbelief especially knowingly that I had cancelled before the deadline. There hasn't been any previous calls or left messages for me to contact them yet they repeatedly attempted multiple times to draft the payment which declined multiple times until the last attempt in which funds were unavailable and were successful to me which I feel is THEFT

  Business Response

  Date: 05/29/2025

  Dear Better Business Bureau,
  
  Purity Products founded in 1993 is a direct-to-consumer leader in premium nutritional supplements. For over 30 years, we have been committed to providing science-based formulations designed to support health and wellness. Our goal to ensure full transparency, regulatory compliance, and the highest levels of customer satisfaction.
  
  Please know that all customer interactions, including calls, are closely monitored and reviewed for quality assurance. A review of the account shows no record of *** ******** calling to cancel the subscription. 
  
  Subscription Management and Cancellation Policy
  We strive to make subscription as easy as possible:
  By phone: MondaySaturday, 9:00?AM5:00?PM Eastern time
  Online: 24/7 at ****************************** (login required)
  By email: Anytime at *****************************************************************
  Our policy states that cancellations be received prior to the scheduled processing of an order. In this case, no cancellation was received,and the order was processed as authorized.
  
  Refund and Good-Faith ************** While our standard policy includes a 60-day money-back guarantee upon product return, *** ******** did not return any of the shipment. Nonetheless, as a gesture of goodwill we have issued a partial refund totaling $89.85 on May ******, Reference ID: ********. Also, a pre-paid return label was sent to Mr.Muhammads email to facilitate the return of the merchandise.  Once the package is returned, the remainder refund of $89.85 will be processed.
  
  If you have any additional questions, please feel free to reach out to us.
  
  Yours in good health,
  The Purity Products Team

• Initial Complaint

  Date:04/28/2025

  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.

  Every time charged mean example of almost 300, after another 300, and it didn't canceled

  Business Response

  Date: 05/06/2025

  Complaint ID: ********
  Customer: ******** *****
  Account #: *********
  
  Dear **********************,
  
  Purity Products, founded in 1993, is a trusted direct-to-consumer provider of premium nutritional supplements. For over 30 years, we have remained committed to delivering high-quality products while maintaining exceptional standards of customer service and satisfaction.
  
  We are genuinely sorry to hear that *** ****** experience did not meet expectations. After reviewing the account,we confirm that *** ***** has been a valued customer since 2010. Our records indicate multiple orders placed under the Super Saver subscription program,which reflects a familiarity with how the subscription service operates.
  
  Cancellation Policy Review:
  Customers may cancel their subscriptions through any of the following methods:
  1. By phone between 9:00 AM and 5:00 PM Eastern Time
  2. Online at any time
  3. Via email at any time
  
  To ensure timely processing,cancellations must be received prior to the order being shipped. All customer interactions, including phone calls, are monitored and reviewed for quality assurance.
  
  Upon careful review of *** ****** account, we found no record of a cancellation request submitted through any of the available channels. As a result, the orders in question were processed and shipped as scheduled.
  
  Purity Products offers a 60-day money-back guarantee. If *** ***** does not wish to keep the product, we encourage him to return any unwanted items within the 60-day window for a full refundno questions asked.
  
  Should you require additional information or further clarification, please do not hesitate to contact us. Our dedicated customer care team is always available and ready to assist.

  In Good Health,
  The Purity Products Team

• Initial Complaint

  Date:04/21/2025

  Type:Order 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.

  countless attempts to contact the company because product was never received and yet they kept charging my card with no reply. When I finally spoke with someone they said they couldn't refund me.

  Business Response

  Date: 05/01/2025

  Complaint ID: ********, ******** ******
  Account # *********
  
  Dear ********************,
  
  Purity Products is a direct-to-consumer company that has proudly provided high-quality nutritional supplements since 1993. With over 30 years of service, our longstanding commitment to exceptional customer care reflects our dedication to delivering a positive experience for every customer.
  
  Thank you for bringing this to our attention. We sincerely apologize for the inconvenience and frustration *** ****** experienced. We understand the concerns regarding the non-receipt of a package. While this situation does not reflect the standard we strive for, we are always looking for ways to enhance our service to better support our customers.
  
  We have reviewed the account and can confirm that a refund of $179.70 was issued on April 29, 2025, for the charge in question.
  
  If you have any questions or would like more information about our company, please feel free to contact us at ************.
  
  Yours in good health,
  The Purity Products Team

• Initial Complaint

  Date:04/08/2025

  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.

  I had seen a doctor on Channel 41 highly recommending this company's collagen pills for people with knee pain, which I unfortunately have. I proceeded to call the company August ***************************** September, I received a box of their products without me ordering. I proceeded to call them and inform the business that I was no longer interested in buying their products and returned the box. The following month, October, I received another box and again in November. I called them again and spoke with **** as I did not want to pay out of my pocket to return these boxes. He said that the company would only provide with a Routing Number for the box sent to me in November. The ** turned out to be invalid and *** refused the package. Eventually, I went to the post office and paid $11.30 to return both boxes. I've attached a picture of the receipt as well as picture of the delivery confirmation from UPS.I must say I've had the worst experience dealing with this company as they're traying to force me to pay for products that I did not order nor consumed. Furthermore, their products are very poor quality and their costumer service is non-existent.

  Business Response

  Date: 04/24/2025

  ******* * *********
  ******* ***** ****** ******
  **** *** ********
  
  Dear *********,
  
  Purity Products is a direct-to-consumer company that has been providing high-quality nutritional supplements since 1993, proudly serving customers for over 30 years.
  
  *** ****** has been a customer since January 2024 and has enrolled in our Super Saver program for several products, including recurring shipments. This program offers customers discounted pricing and the convenience of automatic deliveries. Her continued participation reflects an ongoing interest in our offerings, and we appreciate her loyalty.
  
  A review of the account indicates that *** ****** disputed the charges with her credit card company. As a result, we were unable to process a refund during the course of the investigation. However, the dispute has since been closed in the merchant's favor, and the package was returned.
  
  Based on this outcome, a refund was successfully processed in the amount of $158.95 and $49.95 totalling $208.90. Please allow 3-5 business to post to your account.
  
  This action was taken to acknowledge the customer's efforts in returning the product, to resolve the outstanding balance following the dispute, and to ensure a fair and satisfactory resolution to the matter.
  
  If you have any questions or additional concerns, please do not hesitate to contact us. We will be happy to assist you.
  
  Yours in good health,
  The Purity Products Team

• Initial Complaint

  Date:02/28/2025

  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 1/19/25 I did a trial period promotion for$27.95 after receiving that product I wasn't really impressed so I canceled any subscription I had with them. Reviewing my on line banking I see a charge for $80.85from Purity.I call and I give a detailed description of what happened and explain I don't even have any products and I've been charged and I canceled some time ago he offers me a refund and tells me he was stopping the shipment with the warehouse. Now I still don't see any refund pending so I call again and a woman tells me the shipment is being delivered and fo stay home and not accept it until 7pm but I work! So she says if I don't catch the postman I will have to pay to return product and then get refunded. All of this seems to be very awful customer service ..None of which was any fault of mine. I feel this is not acceptable or morally correct to do to anyone. A refund would be nice but more importantly I do not wish for this to happen to anyone else and as comfortable as they were in all of this I don't think I'm the first ****** they have pulled this on. The first rep was ****** and the second rep was a female and I couldn't make out what she was giving me for her name I'm sorry. Sincerely. ***** ****

  Business Response

  Date: 03/21/2025

  Complaint ID: ********, ***** ****
  Account # *********
  
  Dear ********************,
  
  Purity Products is a direct-to-consumer company that has been providing high quality nutritional supplements since 1993.
  
  A review of the account indicates on 01/17/25, *** **** registered on our website at ************************** and initiated a purchase of a special offer of (1) MyBiotin ProClinical with MB40X. On this day, ******* selected the yes  box agreeing to the Subscribe & Save terms & conditions.  Records indicate the purchase was made via the registered email address: ***************************.
  
  The Subscribe & Save option authorizes a billing agreement for a fresh supply at the selected shipping frequency for a total of $37.95 per bottle plus applicable taxes & shipping fees. By enrolling in the program, a two month supply is shipped after the free trial, and every two months thereafter at a discounted price (25% off retail). Customers who cancel within the free trial period are never billed.
  
  The offer terms is disclosed on our ********** maintain transparency of the agreement, it is also printed directly on the trial invoice and explains the timeframe the customer has to evaluate the product and cancel instructions. Our Cancellation Policy, provided with every shipment, clearly instructs all customers that automatic shipping can be cancelled at any time by simply calling  our ************* toll-free number at ************* (9am-9pm EST Mon-Thurs, 9am-5pm EST Fri-Sat).
  
  Prior to processing an order, all customers are reminded via email of the upcoming charges for the service. Due to no previous cancellation of the program as required, an order was processed and shipped as scheduled on 02/17/25. The package was delivered on 02/26/25. The customer called on 02/28/25 and agreed to keep the package with a 50% discount. Based on the agreement, a refund of $37.95 was processed. If the customer does not wish to keep the merchandise, it can be returned for a full refund. Our refund policy is stated on our website and on all invoices as follows:
  
  Refund Policy: Purity Products will provide a refund for any Products returned to PURITY PRODUCTS within 60 days of Your receipt of the Product. To obtain a refund, please call ************* within 60 days of Your receipt of the Product at ************** to obtain a return authorization and instructions. All returns should be sent to:
  
  PURITY PRODUCTS
  Returns Department
  ******************************************************************************************
  
  Upon receipt of the returned Products within the eligible timeframe, PURITY PRODUCTS will provide a refund in the original form of payment. If you have any questions, please feel free to contact our customer service department at **************.
  
  Yours in good health,
  The Purity Products Team

• Initial Complaint

  Date:02/19/2025

  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 ordered a bottle of Everstrong tablets from Purity Products for an introductory offer of $6.99. Then yesterday I noticed a $174.58 charge on my credit card from Purity Products. I spoke with a customer service **** who for over 20 minutes tried to tell me that when I spoke to the original salesman, they should have told me that any following order needs to be canceled within a three week period of the sale date. i told him that I was never told that. This salesman then tried to sell me the product at a better price. I told him multiple times no, and he finally told me that the order was already shipped and I would have to send the bottle back at MY cost, and then they would issue a refund. I told him I wasn't doing that and they committed fraud when they charged me. He then he told me that the order was canceled. I checked my credit card statement and the charge is still there.

  Business Response

  Date: 03/06/2025

  Complaint ID: ********, ****** *******
  Account # *********
  
  Dear ********************,
  
  Purity Products is a direct-to-consumer company renowned for its three-decade commitment to delivering premium nutritional supplements. Established in 1993, we have consistently upheld our reputation for excellence and customer satisfaction.
  
  Thank you for reaching out. Please know that all customer interactions, including calls, are closely monitored and reviewed for quality assurance. After thoroughly reviewing the call, it was confirmed that *** ******* agreed to enroll in the automatic shipping program. Since there was no prior request to cancel the program as required, a new order was automatically processed and shipped per the agreed-upon terms. Once a payment is successfully charged to the credit card and the order enters fulfillment, we are unable to halt or interrupt the shipping process. However, we acknowledge that the package has since been returned within the 60-day return policy, and we have processed a full refund on February 19th for the amount of $174.58 to the original payment method.
  
  If you have any further questions or need additional assistance, please do not hesitate to reach out. Our dedicated customer service team is available and happy to assist you with any concerns or inquiries you may have.
  
  Yours in good health,
  The Purity Products Team

   

• Initial Complaint

  Date:02/04/2025

  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.

  I purchase a ********** Subscription for EverStrong (Creatine) pills in 2024. Purity sends me new pills every 2 ********* doctor recommend I stop taking EverStrong due to health issues so I have attempted multiple times to cancel the subscription with no luck.I have been on the phone multiple times and have been unable to get a live person. I have sent emails to Customer Support which have been ignored.All I am asking is that they cancel the subscription. Seems simple but I know of several others which have had a similar issue. Seems a bit like a scam.

  Business Response

  Date: 02/06/2025

  Dear BBB,
  
  Purity Products is a direct-to-consumer company that has been providing high quality nutritional supplements for over 30 years since 1993. Our dedication to providing exceptional customer service for over three decades is a testament to our commitment to delivering the best possible experience for our customers.
  
  ******************** offers a 60-day money-back guarantee, allowing customers to return ********************** for a full refund if they are not satisfied. If the customer does not wish to keep the **********************, it can be returned within this timeframe to receive a full refund. To ensure a smooth return process.
  
  Additionally, the subscription can be canceled at any time through multiple convenient options:
  Online ****************** Customers can register and log into their account at ****************************** to manage their subscription settings, including cancellation requests.
  Customer Care Assistance If further support is needed, our customer care team is available to assist with subscription cancellations. Customers may contact us via phone or email for personalized assistance.
  
  As requested on February 4th via our customer care line, we have successfully canceled the subscription.  If you have any questions or would like more information about our company, please feel free to contact us at ************.
  
  Yours in good health,
  The Purity Products Team