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:03/13/2023

  Type:Product Issues
  Status:

  UnansweredMore 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.

  Hello I recently returned an order Order Number: ********** The business refused my refund stating some of the products were opened even though their policy states that opened items can be returned for full refund. Please have my refund processed in full immediately and provide refund receipt, or legal action will be taken. Thanks

• Initial Complaint

  Date:03/04/2023

  Type:Product Issues
  Status:

  UnansweredMore 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 unfortunately had to deal with this company in while they were in a closing transition. I dont know if that makes it easier for them to scam people, but Ive been having the worst experience for the last seven days. On 02/23/2023, I placed an order of $1255.07. I was told by a customer representative that their usual processing time is 24 hours. After eight days of constantly contacting them to understand why my order was not being shipped out, I attempted to cancel. I called in, I chatted on the website. So no avail. Could I get the order canceled. I was told that the order was in the middle of processing and I shouldn't worry. I was then told that my order packed and they were just waiting on the carrier. Big red flag. The company was just looking for other people to blame. Even then, I try to get the order canceled because I knew that there would be problems with the company. they refused to let me cancel the order. In addition to that, when the order **** that I even called in and asked if they could contact ***** to stop the package, and return it to send her to minimize the time of my refund processing. an agent by the name of *** told me that they could not do that, they even went as far as restricting the number of options I could do on the ***** packages. So I could not hold the delivery, I could not get it returned to sender. ***** told me that I would need to contact the shipper to remove the restriction on the package. In addition to that, he also told me that once I get my item, I would not be allowed to return them because the company was closing and shutting down for good. I was absolutely livid. I actually called in with another agent to get it cancelled. The agent over the phone actually went ahead and helped me cancel those orders and a refund hit my bank account on 03/02. My bank closed my card completely. They issued an entirely new card. This company somehow got into my new card and took another charge on 03/04. Only got 1/3 of my order.

• Initial Complaint

  Date:02/20/2023

  Type:Product Issues
  Status:

  UnansweredMore 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.

  In 2020, I accidentally set-up a recurring subscription when ordering ****'s chocolate from LuckyVitamin. I have tried every 6-months to cancel, and was apparently unsuccessful each time. An iteration of this subscription order processed on 1. Feb, at which time I noticed the charge and set out to cancel the subscriptions once and for all. The customer service team escalated my request to have my shipment canceled or at least rerouted to the address I'm currently living at, but neither of these were successful. Each customer service representative tells me I will be helped by their inquiry, but then I hear nothing from them and I am forced to call them back, wait on hold for a half hour, and the process repeats . . . .The company has told me today that they can neither give me a refund nor can they redirect the shipment to my current address. This inaction is despite my reaching-out to their support team the day the order was placed, and after I was told several times that the order could be recovered and I receive a refund.I need a refund for this recent order - for goods I have never received.

• Initial Complaint

  Date:02/18/2023

  Type:Delivery Issues
  Status:

  UnansweredMore 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.

  Hello,I placed order: ********** Online, and still have not received my order after many weeks. I contacted the merchant weeks ago and they promised a refund or replacement. I have not received either of them. Please resolve this issue immediately to avoid further escalation Thanks

• Initial Complaint

  Date:12/10/2022

  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.

  I received my order on 11/25/2022. That order included 4 bottles of flax seed oil for a total of $31.51. I opened the 1st bottle & gave it to my dogs, which is why I bought it. Most of the dogs refused to eat it, but the 2 that did consume it vomited numerous times & required veterinary care as a result. I then checked the bottle myself & found - by tasting & smelling it - that it was rancid. I did not open the other 3 bottles because they all came from the same batch & are also presumed bad. On 11/28 I called Lucky Vitamin (LV) & described what happened. The CSR promised a refund for all 4 bottles ($31.51) within 24-48 hours without returning ANY product. He asked for a photos of barcode/batch number so they could check remaining stock. I did so immediately & LV confirmed receipt. ~6 hours later LV emailed asking me to mail back the 3 unopened bottles. I agreed & immediately packaged them (***** ********* **********************). LV emailed again stating that I would receive a refund for only the returned product. I replied that this was a problem as they only asked me to return the 3 unopened bottles & I was supposed to be refunded for all 4 bottles. LV sent ANOTHER email & indicated that the refund would be assessed once they received the product. This was the 3rd time they changed the refund terms and had already promised to refund by 11/30 w/ no returned product. I will gladly return the 3 unopened bottles, but I cannot trust LV to issue me the promised refund because they have already lied to me & changed the terms numerous times.

  Business Response

  Date: 12/20/2022

  Thank you for contacting LuckyVitamin.com about order **********. A representative from the corporate offices was able to reach out to and assist this customer with resolving this matter amicably. A refund was issued for the defective and the returned merchandise with reference number P16878432. No further action is required at this time.

  Customer Answer

  Date: 12/23/2022

  Better Business Bureau:
  
  This simple matter should not have required the vast amount of time and effort that was necessary in order to get it resolved and it is highly unlikely that I will ever do business with this merchant again.  However, it was ultimately resolved.  Thank you for your assistance in this matter.
  
  Regards,
  
  ***********************