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:01/07/2025

  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 signed up *online* for a subscription to ******** with ***. I sent an email to cancel the subscription. I received an email reply: "We are happy to assist you with your order, however, any changes regarding cancellations or stopping a current or future shipment must be completed via telephone. In order to process your requests, you must contact ***************** at ************** Monday through Friday from 9:00 AM 8:00 PM EST, or Saturday from 9:00 AM 5:00 PM."According to the New York Automatic Renewal Law, I believe that it's illegal to require a phone conversation to cancel something for which you signed up online.

  

  Business Response

  Date: 01/10/2025

  Hello Ms. ****** McGrath ****,

  We received an email from you to cancel on 1/7/2025. We did respond  the same day advising you to please call ********** group to cancel instead of us just automatically canceling your auto ship without a conversation so we can insure the reasoning of your cancelation and possibly offer alternative solutions to why you are looking to cancel. We cancelled your auto shipment on 1/9/2025 when you expressed your dissatisfaction of needing to call in to cancel your auto ship. Please note that we always would like to try and have a conversation over the phone first so we can understand 100% on why you are looking to discontinue. Please note that we deeply value your relationship with *****************, and we are committed to providing you with the utmost level of service because our customers deserve the best.  I apologize for the inconvenience this may have caused.

   

  Thank you, 

  PRN Vision Group

• Initial Complaint

  Date:12/04/2024

  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.

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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.  I will return the item unopened for refund.  And I would like to order the vegan option to try.  If I sign up for recurring shipment I will request prior notice of shipment.  Thank you.  
  
  Regards,
  
  ***** *****
  
  

  

  Business Response

  Date: 12/06/2024

  Hello *** *****, It looks like the last time you spoke with **************** was on 9/3/2024 to expedite your recent order and since you have been on an automatic shipment with us since 2015, you are aware that your shipments are scheduled to ship out every 3 months. I apologize for the inconvenience of you not being able to take our product. We do have a vegan option of the Dry Eye Omega Benefits which we could always swap out for you if you would be interested. We have a liquid option which is vegan. We have a strict policy that after an order is processed we do not accept product back  even if it is unopened as it is made in a medical grade facility and we are unable to restock the product for resale which is why we do not accept product back for a refund. If you are willing to try our Vegan product, you can ship back the original order and ship out the Vegan order for you to try. If you are unwilling to try the ********* than unfortunately we would not be able to provide you with a refund at this time. The next auto shipment date is always inside your package on a packing slip to let you know when your next shipment is. I apologize that you did not receive a reminder email but this is not automatic with our company and is something that you would need to request to receive. We have never sent you any prior notifications of your up coming shipment since being a customer with us since 2015. If you ship back the product, even if we told you not to, we will have to refund you as long as you did not dispute the amount on your credit card as we are unable to keep the product and your money.  If you disputed the amount we would not be able to refund you as it would need to go through your bank and our accounting department. Please note that we are making changes for our customers to be able to control their auto shipment online moving forward. 

  I apologize for the inconvenience this may have caused and we deeply values your relationship with ****************, and we are committed to providing you with the utmost level of service because our customers deserve the best.

  Thank you,

• Initial Complaint

  Date:10/11/2024

  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.

  My doctor recommended dry eye supplement available only from *** Vision. It is a subscription product. When I made the original subscirption payment I tried to use my HSA and was told I can't do that. I no longer needed the subscrption in June 2024 and tried to cancel the subscription online. I removed the credit card from my account. On October 10, 2024, I received an email from this company that my order was processed, my credit card charged, and no opportunity to cancel the order and not be billed per the fine print. When I tried to long into my account, I got a message that there is no account associated with my email address. If there are other instructions provided to account members to cancel the subscription provided somewhere they are not obvious or clear. These practices - not allowing an HSA credit card, not sending a notification in advance that an order is coming up, and not providing transparent methods to cancel your account on the account's website - seem to be designed to deliberately mislead and take advantage of consumers and are not aligned with best practices of similar services.

  

  Business Response

  Date: 10/16/2024

  Our website currently does not allow you to cancel your subscription online and would need to either email or cancel us for us to that for you. I apologize as there was no clear directions on how to go about canceling your auto shipment. Currently we do not accept FSA/HSA cards as it has something to do with the bank end of our accounting department and how we process credit cards. We are currently in the works of allowing customers to begin using HSA/FSA Cards. We do let our customers know that they can always get reimbursed directly through them if they purchase using their personal credit card if they call us for questions. Our phone number is on our website and you can contact our **************** Team any time from Monday-Friday 8AM-*PM. In April we acquired more companies under **************** and would have needed you to call us to be able to remove your credit card off of the website as we did a whole merge on our website which would have required you to call us to provide you with a new password, Which I see you did not call in to do. I see you did email us on 10/11/2024 to cancel your subscription and stop your recent order going out in October. We were able to stop that order from going out and did not charge your card. I do apologize for the confusion and inconvenience. You did not get charged the $226.80 and you received an email that your order was stopped and your future orders have been canceled that same day. We do not provide a reminder email or phone call unless requested but your next shipment date is always in your box when you order with us.

   

  Please let us know if there is anything more we can assist you with at this time. 

• Initial Complaint

  Date:08/16/2024

  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 received messages from *** on 4.23 & 4.29.2024 I called on 4.30.2024 & placed a one time order (I declined the subscription plan and this call can be pulled for review)I received an email on 7.30.2024 that an automated order was shipped I had just returned from out of town on 7.29.2024 and after a lengthy recovery from illness, I am now handling this issue I never authorized the ongoing automated subscription I never authorized *** to save my CC information I never authorized *** to charge any other charges beyond the one time order charge on 4.30.2024 I want PRN to refund the 7.30.2024 shipment charge of $157.72 (with tax)I will return the unopened product if PRN requests I want PRN to remove my CC information I want PRN to delete any possible subscription or any future delivery information that may be affiliated with my name and or CC PRN has my email to them with these details as well

  

  Business Response

  Date: 09/26/2024

  ******* stated in the beginning of the phone call on 4/30/2024 that she wanted to place a 30 day order for the *** De3 product so she can compare it to the product she received on Amazon. The Product Advisor advised her that we usually sell our product on a subscription basis and if she wanted to just place a one time order it would be more expensive costing $70.70 plus tax. We did explain that people don't normally just do a one time order or the 90 count bottle. The customer ******* advised on the call that if she did a subscription, could she call and cancel at any time? We advised her yes.  The customer then questioned about the 3 month subscription and price and the Product Advisor explained she could get the product with a 20% discount for the price of $119 plus tax to equal 126.18. The customer Agreed to the 3 month subscription and provided her email address for the shipping confirmation and provided her address and credit card information for the order. The product advisor then advised ******* that her order will be delivered within the next 3-5 business days and she will be getting her 3 month supply of De3 and this will set up her refill to ship out on 7/30/2024 and the refill date will be noted inside her order. The product advisor also stated if she decides to cancel or change it or anything to give us a call, otherwise it will come automatically every 3 months. We also advised the customer that she will receive a 10 day call reminder before the next shipment goes out in case she needs to make any changes beforehand.  We sent a 10 day call reminder on 7/19/2024. ******* did not get in touch with us or call us until 8/16/2024 when her order had already shipped out on 7/30/2024. We did everything we could by contacting the customer and reminding her of the upcoming shipment she was to receive on 7/30/2024. ******* did agree to the 3 month subscription during the phone call. 

  
  

  Our Terms and Conditions of **************** are: By ordering **************** products and enrolling in our subscription , you agreed to purchase the products in a recurring autoship program. You will automatically receive your order based on your selected preference for frequency, unless you choose to change or cancel your order. The cost of your order is billed on the shipping date and will automatically be charged to the credit/debit card you provided at the time of purchase.**************** is committed to your safety and satisfaction, For safety reasons, we never restock product, therefore, we cannot accept returned product even if it is not opened. Once an order is shipped, the sale is final. We do not accept returned products or provide refunds. Refusal of Product delivery does not release the customer from payment liability. All orders undergo a quality assurance review prior to shipping, but in the event an error occurs, **************** is committed to correcting it.

  
  

  Please see the phone call attached below:

  
  

  ****************************VR_US/SMSVR/304/304_5808_20240430160044.mp3

• Initial Complaint

  Date:01/18/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********.

  What I was told on phone was different than what is in the response. PRN should use email documentation instead of telephone talk.

  I have about 9 capsules left which I can mail back in an envelope. Let me know. Thanks 
  
  Regards,
  
  *************************************

  

  Business Response

  Date: 01/19/2024

  Hello *******, 

  I appreciate your feedback regarding your most recent interactions with PRN and have looked into the matter closesly to try and resolve the issue. Firstly, it appears you are correct and have received two shipments from us with the most recent order processed in November 2023. With that said, you are on monthly pay in which the total amount of the order ($170.10) is broken up into smaller payments each month to make it more convenient for you regarding payment---this is an option you chose on the initial phone call on 08/15/23 when you spoke to a representative and is also the method from your first order in August 2023. In short, we are not charging you more for your order, but instead charging you monthly for the initial order from November 2023. 

  PRN stands behind it's customer service interactions and always strives for excellence in this category. We do apologize for any inconvenience this may have caused and would like to extend a courtesy refund to you for the most recent shipment from November 2023 ($170.10). All we ask is that you return any unused portion of the order to the address on the bottle. 

  Again, thank you for your feedback and we appreciate your business. 

• Initial Complaint

  Date:01/12/2024

  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.

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:

  I was never once offered a one time purchase of the product. If that option had been presented I would have taken it.  I also do not think a robocall is sufficient enough of a warning about the next shipment being processed.  Their policy is unreasonable.  If the product has not been physically put in the mail they should not legally be allowed to deny a cancellation.  This is beyond unethical and unacceptable.
  
  Regards,
  
  ***********************
  

  s fortunate than myself. Please hold them accountable.

  

  Business Response

  Date: 01/23/2024

  Hello ******************,

  Firstly, I apologize for any inconvenience or discomfort your interaction with our company may have caused. Our products can be purchased as a one-time order or on a recurring basis to where the products will be delivered every 3, 6 or 12 months. Our nutritional supplements are designed to be taken as a long-term regimen for your eye care but can be canceled at any time prior to 72 hours before the next order is processed. After reviewing your records in our system I can confirm as you mentioned that we did send out a reminder automated call to your phone on 12/26/23 to remind you of the upcoming shipment. Once the order is processing at our warehouse our Customer Service Reps are unable to stop an order at that point. 

  We would not keep you or any customer's money against their will as that is not something we condone. We try our best to make every customer aware of the terms that were chosen for their order. With that said, a Customer Service Rep will reach out to you and we will make sure you receive a refund for the most recent order that processed.

  Thank You. 

• Initial Complaint

  Date:11/13/2023

  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.

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:
  
  I appreciate the company's response and offer to refund. However, in order for me to fully accept a response, I would need to know that the company will make changes to their website. If they allow customers to make a purchase online, then the customer should be able to cancel a subscription online as well. Additionally, if there is the ability to make a one-time purchase, it should be clearly shown on the website. If a customer can make a subscription purchase online, they shouldn't have to call to find out about the one-time purchase option. That is a deceptive practice! It deceives the online customer into subscribing instead of making a one-time purchase.
  
  Regards,
  
  *********************************
  ply wanting to cancel my subscription, I called the customer service number listed in the email (###-###-####) on 11/13/23. The person on the line transferred me to the department that would be able to help me with cancellation. However, I was on hold for about 10 minutes and then the automated system said the call was ending due to high call volume and that I should leave a message and someone would call me back. I left a message at that time, and also sent an email to [email protected] requesting help with canceling my subscription. The automated email response said that due to high volume to please allow 48 hours for a response. Not wanting to wait any longer to cancel my subscription, I tried again to cancel online. However, I wasn’t even able to remove my credit card from the account (this was my short term solution to stop any other charges from PRN until I could reach someone to cancel my subscription). It should not be this difficult to cancel. PRN has some very deceptive practices.

  

  Business Response

  Date: 11/27/2023

  Hello ******************,

  Thank you for providing detailed feedback in regards to your experience as we are always looking at ways to improve our customer service and policies. We currently and have always sold our *** as a one-time option if the consumer requests when speaking with one of our Product Advisors so I am sorry to hear that you were not aware of that when you made your purchase. Furthermore, after further review it does appear you were able to speak to one of our Retention Specialists on 11/13/23 and they were able to cancel your recurring shipments. We would never want to be perceived as deceptive and are reviewing our online policies to take into consideration the ability to cancel as well as other updates to progress our customer service. 

  In summary, if you are able to ship the product back to the address on the box or label I would be happy to refund you for the order. 

  Thank You. 

• Initial Complaint

  Date:09/09/2023

  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 placed an order on June 8, 2023 for $162.00. they stated that they would be registering me for auto renewal. I declined auto renewal and informed them that I was not interested in auto renewing at this time. I provided my credit card information for a one time purchase and asked them to NOT keep my credit card information on file. They agreed to these requests. Wed Sept 6th I noticed an unauthorized charge of $162.00 on my credit card. I called the company and was on hold for about 15 min when the automated system said that they would be ending the call due to high call demand and it asked me to leave a message and stated that a representative would call me back shortly. I left a detailed message and no one ever called me back. I called again and spoke to a rude customer service rep declined to transfer me to a supervisor. They finally agreed and told me that they would be transferring me to a supervisor whose name began with ****". They said that I may not get through to him and may have to leave a voicemail instead. They then placed me on hold; I hung up after 30 minutes. I sent them emails on Sept 6th requesting refund and a subscription cancellation. No response via email. I contacted my bank later that day. My bank stated that PRN had removed the charge. I expressed concern to my bank who then provided a list of strategies in the event the charge returned. One such strategy was that they encouraged me to send another email to PRN. I sent this email. Still never heard back. I checked my account today and the charge has returned. I contacted my bank who is now taking over and will work on my behalf to address these nefarious business practices. I made a ****** review and noticed others who had same complaint of fraud charges. I am also filing a claim because their tactics need to be stopped and because I am concerned they will attempt to charge my card in the future.

  

  Business Response

  Date: 09/20/2023

  Hi **. *************************** You for your feedback regarding your recent customer interaction with our company. We apologize for any negative experience you have gone through and have sought out ways to remedy what we could in the present time. After further review it appears you were refunded in full for your order as you stated and that will reflect on your banking statement. Additionally, your account is closed with us so you will no longer receive any future orders or be charged for any orders going forward. 

  If there is anything else we can do to assist you please don't hesitate to reach out to us directly. 

  Thank You, 

  PRN

• Initial Complaint

  Date:08/15/2023

  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.

  August the 9th. PRN build my. bank account. $1,155.00. This was an unauthorized billing.. I called PRN Thursday August the 10th and asked to have the $1,155 hold. on my bank account released immediately. PRN said I should wait 2--4 business day for the hold to fall off. I pointed out that we were speaking on a Thursday. Since Saturday and Sunday are not business days, I would be without money until at least August 15. That is not acceptable! PRN said they would issue an immediate credit to offset the hold. They did not issue the credit. PRN said they would give me $50 by the close of business Friday to compensate me for the "inconvenience." As of August 14th at 6:00pm CST, I do not have $50 from PRN. I wouldn't matter anyway since I have overdrawn and $50 will not clear the overdraft. I explained that the illegal $1,155.00 hold caused my bank account to go into an overdraft situation. That meant I had no money to spend. I explained that I have a family of five to feed, and I could not do that without access to money that was in my account. Additionally I am unable to purchase prescription medications. I have 0 pills remaining. I had an important business meeting I was unable to attend because I could not purchase gasoline. The meeting could not be rescheduled. I called PRN on Friday August 11th. I was assured my case had been expedited. Later in the day Friday PRN called me and said my case had not and would not be expedited. My bank can do nothing to mitigate the situation since the $1,155.00 is a hold. I am being assessed NSF fees that I would not be incurring without the $1,155.00 illegal hold. PRN's response is reprehensible! I need medicine. I need food. I need gasoline. I need money. I cannot wait until this illegal hold falls off. What do I want? I want PRN to give me $1155 immediately. I want PRN to reimburse ALL NSF fees.

  

  Business Response

  Date: 08/28/2023

  Hello ************************, 

  We apologize for the inconvenient the billing has caused and have moved swiftly to correct the issue. According to our records, we have issued a credit for $1,155 and an additional $50 for any/all overdraft fees on 08/10/23 at 12:13p.m. On our end we submit the amount and process it then your financial institution releases those funds to you within 2-3 business days as you stated. At this point, you should have received the $1,155 and $50 clear in your account. If you have not please reach out to us. 

• Initial Complaint

  Date:02/09/2023

  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.

  My doctor prescribed me vitamins that are only sold by this business. I have been using their products for several years. Per their website instructions, I created an account to include payment method and recurring shipments.I have attempted on several occasions to stop automatic shipments and payments as they do no suit my needs and my vitamin requirements vary. There are no options to cancel payments or even delete my credit card from my account to prevent this automatic payment and shipping of their product.I suspect this is also an issue for many others trying to do business with this company and it seems like an illegal business practice to prevent account holders from making these adjustments to their own account.

  

  Business Response

  Date: 02/16/2023

  Hello ************, 

  We are very sorry that you feel this way as we always strive for excellent customer service at PRN.

  Per our terms and conditions, which are accessible on our website and also included in each shipment delivered to our customers, we ask that any changes to your account be made via phone call prior to the shipment processing. The most recent contact we have for you related to the most recent order was on 02/9/23 which unfortunately was after the shipment processed on 02/6/23. We are fully capable of stopping automatic shipments as long as it occurs prior to the order shipping. Additionally, in an effort to inform our customers of future orders processing, I see that we made a reminder phone call on 01/26/23 to the number we have on file for you to alert you of the order processing in the coming days. 

  As always, we are always looking to be innovative and service our customers to the best of our ability so we will certainly take your recommendations regarding our website into consideration. 

  Thank You, 

  PRN