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:09/22/2025

  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 ordered the Shilajit Gummies and the taste was awful. So I asked to exchange them for the capsules using their 90 day money back guarantee. At that time I decided to go ahead and order the Wild Sea **** and Better Fiber Supplements. They had given me a store credit for the exchange of the gummies and charged my card for the additional purchase *********** After receiving the order I found out from my doctor that I could not take the *** and BF. I had not opened any of the bottles and sent an email asking what the process was for returning them. They sent me an email with a return label. When they received the return, instead of giving me a full refund they gave me a partial refund back to my credit card and partial back to the store credit for the original refund of the Shilajit (that I did not return). I did not return the Shilajit, only the *** and BF (which I paid with my credit card). When I called about and spoke to a Supervisor by the name *****, she said it was a glitch in their system that it automatically credited back to the store credit/gift card. I told her, repeatedly, that I did not want a store credit/gift card but she refused to refund the additional portion that is owed back to my credit card ($138.00).

  Business Response

  Date: 09/26/2025

  This response outlines the customers orders, returns, and the refund process, including how the refund was applied according to the original payment methods used at checkout.
  
  The customer initially purchased 3 pouches of Shilajit Gummies on July 27 (Order #******). She was unsatisfied with this supplement and chose to return it. At that time, she accepted a store credit with a $10 bonus (for a total of $137.12 = $127.12 + $10) instead of receiving a full refund.
  
  On August 3, she placed a second order (Order #******) for 3 bottles of Better Fiber, 3 bottles of Wild Sea ****, and 3 bottles of Shilajit. The order total was $270.12, which she paid for using her store credit ($137.12) and the remaining balance ($133) with her credit card.
  
  On August 26, she contacted ************* requesting to return part of this second order. She returned 3 bottles of Wild Sea **** and 3 bottles of Better Fiber. The same day, she confirmed this return request over the phone with one of our specialists.
  
  On August 27, she was sent prepaid return instructions and informed that the refund amount for the returned products would be $180.08 ($99.04 + $99.04). The package was delivered back to us on September 2, and an automatic refund was triggered through our returns system (Loop Returns, which integrates directly with Shopify).
  
  Because the second order had been paid with a combination of store credit ($137.12) and a credit card ($133), the refund was distributed accordingly:
  
  - $137.12 was restored to her store credit balance
  - $42.96 was refunded to her credit card
  
  This process is automated, and by design, refunds are always routed back to the original methods of payment. It is not possible to redirect store credit funds onto a credit card. The customer therefore received 100% of the amount originally paid, in the same form it was received.
  
  Our ************* Team Leader, ******** spoke directly with the customer to clarify this process. At no time was the customer told there was a glitch. Instead, it was explained that the refund was triggered automatically by the system and distributed between store credit and credit card based on how the order was originally paid.
  
  We sent her one last email reiterating how the refund had been processed and how we were unable to redirect store credit funds onto a credit card, as refunds must follow the same tender types used at checkout.
  
  We have attached supporting evidence, including our communications with the customer and the refund confirmation automatically sent on September 2.
  
  Thank you for your attention to this matter.

  Customer Answer

  Date: 09/30/2025

   
  Complaint: 23917968
  
  I am rejecting this response because: What they conveniently left out of their response is that I used the store credit for the Shilajit Capsules (I exchanged the Shilajit Gummies for the Shilajit Capsules), not for the Better Fiber or Wild Sea **** Supplements. I did NOT return the Shilajit Capsules. Therefore, they should not of credited the 'Store Credit/Gift Card' as they show on their attachment.  That is not right for them to 'force' someone to purchase their products. Because that is what they are doing in this case. Do not TRUST this company, they have found a loop hole so that they do not have to honor their '90 day return policy'. Their 'Money Back Guarantee' is a JOKE!
  
  Sincerely,
  
  ***** **

  Business Response

  Date: 10/16/2025

  We appreciate the opportunity to clarify this matter further.
  
  The customers understanding of how the refund was distributed is not accurate. The refund was processed automatically according to the way her second order (#******) was originally paid through a combination of store credit and credit card, not by individual product type.
  
  To clarify the sequence of events:
  
  - First Order and Store Credit Issuance
  
  On July 27, the customer placed order #****** for 3 pouches of Shilajit Gummies.
  She later contacted our ************* team, expressing dissatisfaction with the product and requesting to return it.
  On August 2, during a phone call with one of our specialists, she accepted a store credit with a $10 bonus in lieu of a full refund. The total store credit issued was $137.12 ($127.12 refund value + $10 bonus).
  
  This store credit was then sent to her via email.
  
  - Second Order Using Store Credit and Credit Card
  
  On August 3, the customer placed a second order (#******* that included 3 bottles of Better Fiber, 3 bottles of Wild Sea ****, and 3 bottles of Shilajit, totaling $270.12.
  At checkout, she applied her $137.12 store credit and paid the remaining $133 using her credit card.

  Store credit, like any discount code or gift card, cannot be applied to specific products within an order; it is applied automatically toward the total balance at checkout.
  
  - Return and Refund Distribution
  
  On August 26, the customer contacted us again to request a partial return for order #******, choosing to return the 3 bottles of Wild Sea **** and 3 bottles of Better Fiber.
  Return instructions and a prepaid label were sent to her on August 27. The total refund amount for the returned items was $180.08 ($99.04 + $99.04).
  The return package was delivered back to our facility on September 2, and an automatic refund was triggered through Loop Returns, our integrated returns platform.
  
  Because the order was paid partly with store credit and partly with a credit card, the refund was automatically routed by the system as follows:
  
  $137.12 restored to her store credit balance (the same amount originally used)
  $42.96 refunded to her credit card
  
  This routing was not manually controlled by our team. Refunds are processed automatically through ******* and Loop Returns, which strictly follow refund-to-original-payment-method logic.
  
  It is not technically possible to direct store credit refunds to a credit card, as this would contradict the payment allocation used at checkout.
  
  We also want to respectfully clarify that the customer was never forced to purchase additional products. She voluntarily accepted a store credit (with an added $10 bonus) for her first order instead of a refund, and later chose to use it toward a second purchase she placed in our online store. The store credit she earned remains her balance to use on any future order.
  
  The customer has received 100% of the total amount originally paid, refunded in the same form it was received.

  Customer Answer

  Date: 10/17/2025

   
  Complaint: 23917968
  
  I am rejecting this response because: Like  I said before, they force you to purchase their product. So I will have no choice but to purchase more product. It is wrong what they did and they know it. 
  
  Sincerely,
  
  ***** ********-*****

• Initial Complaint

  Date:05/09/2025

  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.

  Ordered the initial order and never received them! Next thing I know the company charged my credit card on Sunday the 4th! I immediately messaged them back this, ************ just charged my credit card ending in 3530 ***** E ***** ***** **** Dr. ******* **. ************! I didn't authorize this $29.99 charge, and you need to refund it immediately!! I received a response on the same day, here is the response, Sun, May 4 at 3:56 PM Message Body Hello,I'm sorry to hear about the unauthorized charge on your credit card. I understand how concerning this must be. I will hand over your ticket to the relevant team for further assistance. They will look into this matter and help you with the refund process.Thank you for your ************* regards Two days, later they mailed the product! Something I did not order or want now!

  Business Response

  Date: 05/16/2025

  To Whom It May Concern,
  
  We are writing in response to the complaint submitted by Mr. ***** ***** regarding his recent orders with Organics Ocean.

  
  Mr. ***** ***** has been a customer with us since July 18, 2024, and became a monthly subscriber on March 4, 2025.
  On March 4, Mr. ***** voluntarily enrolled in a subscription and agreed to the terms of service, which clearly state that customers will be automatically billed according to the delivery frequency they choose. The terms also note that customers must contact ************* at least twenty-four (24) hours before their next billing date to cancel an upcoming shipment, as orders are processed for shipment immediately after billing. This information is provided in the initial confirmation email and applies to each recurring 30-day billing cycle.

  
  On April 4, Mr. ****** subscription was automatically renewed, and he was billed $24. Shortly afterward, he contacted our ************* team to cancel that specific order. We promptly stopped the fulfillment process and issued a full refund on April 6. However, during this exchange, Mr. ***** did not request to cancel his subscriptiononly the individual order.

  
  As a result, the subscription remained active, and on May 4, a new order was automatically processed for $29.99. Mr. ***** contacted us again on that day, stating he had not authorized the order. Unfortunately, the order had already shipped before we were able to intervene. However, recognizing his frustration and dissatisfaction, we proactively issued a full refund for the May 4 order as well and immediately froze his subscription to prevent any further automatic charges.
  In total, we have refunded both orders:

  
  - $24 for the April 4 order (which was not shipped)

  - $29.99 for the May 4 order (which had already shipped)

  Confirmation emails for both refunds were sent automatically to Mr. ****** email address. Additionally, a ************* specialist followed up with personal confirmation emails on April 6 and May 7, the dates the refunds were processed. As noted in those communications, refunds may take 3 to 7 business days to appear back on the customers original payment method, depending on their bank's processing time. Weve attached the confirmation emails for the cancellation and refund of each order, respectively.

  We hope this clarifies the situation and demonstrates our commitment to customer satisfaction. We strive to provide a positive experience and have taken all appropriate actions in this case to address the customers concerns.
  
  Sincerely,
  Organics Ocean ************* Team

  Customer Answer

  Date: 05/19/2025

  I love it when a company just charges your credit card without notifying you have a pending up coming shipment, this is what they did and I immediately responded back to them the day it was charged and advised them that I did not authorize the charge nor want their product! I explained this in the complaint. Also I received a response right back and I still have all the messages! Next thing I know they shipped it several days after my rebuttal! It appears that they ignored my initial response of addressing the card charge and just mailed it anyway. I'm not agreeing with their response because sometimes of what they said is not exactly factual and this seems to be their practice so as to obtain monies fraudently. If I was refunded then all is good for now!

• Initial Complaint

  Date:10/16/2024

  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.

  Bought a product that didn't live up to expectations. Used there return policy but so far no refund and no correspondence.

  Business Response

  Date: 10/29/2024

  Dear BBB,

  The customer, ****** ****, placed an order in our online store on July 15. He reached out on August 15, requesting a return for his order. We promptly responded the same day, asking for the reason for the return, the condition of the bottles, and any further details to help process his request.

  After reviewing his response, we offered him a few product recommendations on August 17 to help him achieve better results, along with a 25% discount on his order. He declined our offer that day, confirming he wanted to proceed with the return. On August 19, we informed him that he would be responsible for the return postage and that all bottles, both opened and unopened, would need to be returned. We explained that a refund would be processed once we received confirmation of the return via a photo, and that it would take 3 to 5 business days for the refund to be credited back to his payment method.

  On August 21, Mr. **** confirmed he would proceed with the return, and we sent him the return instructions. The exact instructions we sent are as follows:
  _____
  
  Thank you for your patience. I apologize for the delay in getting back to you. We haven't heard from you to continue the return. Let's proceed:

  You can ship the 8 bottle(s) back to us as discussed to the address below, and when we receive the order, the refund will be triggered.
  Before you send it, you must take a picture of the OUTGOING package showing your name and tracking number and send the photo to us here in a reply (most people take a picture at the post office and send it then), and we can expedite your refund process.

  Ship to the exact address below:
  Organics Ocean
  ATTN: Ocean Returns (RMA 114019)
  PO Box 153201
  ***************

  Were looking forward to hearing back from you to process your return!
  _____
  Mr. **** received two automatic follow-up emails and responded on August 26, stating he had returned the bottles and was unsure why we indicated he hadnt replied. However, he did not provide the required photo of the outgoing package as confirmation of the return.

  On August 27, we replied, asking for tracking information so we could process the refund immediately. Mr. **** did not respond with the tracking information or a photo as confirmation of the return.

  Our last interaction with Mr. **** was this email on August 27, and we became aware of his BBB complaint today (October 29).

  We have since contacted him by phone to clarify what occurred and explain that his refund had not been processed due to the lack of return confirmation. As of today, we have processed a refund for the full amount of $186.95.

  Thank you for allowing us the opportunity to explain this situation and please dont hesitate to reach out if further details are needed. I am attaching the entire conversation with the customer, which began on August 15, as well as documentation of the refund notification email for the refund processed on October 29.
  
  
  Best regards,
  ********** ********
  Admin Manager & Head of Customer Care

  Customer Answer

  Date: 11/05/2024

   
  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.
  
  Sincerely,
  
  ****** ****