Complaints

This profile includes complaints for Double Wood Supplements's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Double Wood Supplements

  205 Elmwood Ave Sharon Hill, PA 19079-1005

• 

  Double Wood Supplements

  3510 Scotts Lane Suite 219 Phila, PA 19129-1573

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:12/19/2024

  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 11/16, 11/19, 11/24, and 11/26 I received notification from Double Wood that my order was not going to be processed as the credit card was not valid.On 11/27 Double Wood pushes through the order on an invalid credit card. I did not update nor give any new payment information. I then email them on 11/27 saying I did not authorize payment and how can they push through the order. I did not hear a response for a few days so filed a dispute with my credit card company. On 12/3 I received notice from Double Wood that the email they have listed as customer service is not monitored.The order arrives and I contact the company 12/17 that I did not authorize the transaction and the card they used was closed months prior. I asked to return the unopened shipment that I did not authorize and that they stated 4 times was not processing. They indicated to me I would have to pay shipping back to them on product I did not order. I have repeatedly asked for a return label as I didn't order it in the first place. It is also unclear if they will be returning the entirety of my payment.

  Business Response

  Date: 02/11/2025

  On 12/17, the customer opened a ticket regarding a $307.92 subscription charge she claims was unauthorized. She mentioned receiving four emails from us stating there was an issue processing her payment, which led her to believe the order would not go through. However, on the fifth attempt, Recharge successfully processed the payment, generating the order.
  I contacted **** to clarify why this happened, and he confirmed that Recharge will make up to 10 attempts to process a payment before canceling the order. If the customer wanted to cancel, she would have needed to notify us during that time.
  I informed the customer of this and offered a resolution. She requested a prepaid shipping label to return the order, but I explained that we do not offer prepaid labels. I advised her that if she paid for the return and provided the tracking information, we would gladly process her refund.
  She chose to close the ticket, and I have since canceled her subscriptions.

   

  In the meantime, we have reached out Recharge to investigate and confirmed that 4 emails were sent to her from this platform that there were payment issues. We have emailed ******* and offered to provide her with a prepaid shipping label if she is still willing to return the product, so we may issue a refund. She must return the $300 worth of product before we can process a refund. 

• Initial Complaint

  Date:12/17/2024

  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.

  I received an email to update my method of payment for my subscription to be able to be sent to me. I went on the website and canceled my subscription. The following day I received an email to say that my order was being sent out. I contacted to let them know I had already canceled. I cannot find the email but the *** stated that they had no such email or confirmation. I went onto the site to find how to return and there is no info about any shipments or orders. I received the package Tracking #**********************, delivered Dec. 6th, 4:26 pm. I tried to refuse the package but was told I needed to get a label to return. But I have no info on my account. I never updated my card so I am not sure how they accessed my bank account with an old card number that was no longer active. How is this possible? I would like my account and all info especially financial info deleted from their system. I do not trust this company if they were able to do this.

  Business Response

  Date: 02/11/2025

  On November 27th, the customer opened a ticket with us using the email **********************************, but we were unable to locate any orders under that email. When we asked if any other emails might have been used, she provided ******************************************, which did have active subscriptions but no record of a cancellation request.

  Following protocol, we sent her the link to access the subscription portal, a technique aimed at preventing unintentional cancellations. We also offered her the option to return the order. The customer responded that it was "weird" we couldnt find the cancellation request, and then she closed the ticket. No further tickets or calls were found in our system.

  Upon reviewing the BBB documents, I discovered that the order she was referring to was linked to ****************************, an email she hadnt provided during earlier correspondence before she closed the ticket. She is requesting a refund of $46.21, which I believe is reasonable and has now been processed. 

  Additionally, I noticed that she has active subscriptions under ****************************************** totaling over $200, scheduled to bill on 2/16. I want to ensure she doesnt intend to cancel these as well. During her BBB complaint, she also mentioned another ************************* fortunately, no subscriptions are tied to that account. We have reached out to her at this time and hope she will follow up with us regarding the other subscriptions not previously mentioned in her correspondence with us. 

  We have called ******** at this time. Her VM is full so we were unbale to leave a message. We have also emailed her to let her know that now that the correct email address has been located, we have processed her refund. We believe this complaint should be taken down as this issue has now been resolved since the customer supplied the necessary information in her BBB complaint. 

   

  Business Response

  Date: 02/12/2025

  Hello, 

   

  This customer has been refunded and her ticket has been closed since this issue was resolved. The customer originally did not provide the correct email address and closed her ticket before we could locate her account. This is why she was not originally refunded. 

  Customer Answer

  Date: 02/12/2025

  [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. 
  
  Regards,
  
  ******** *******
  
  

  Business Response

  Date: 02/26/2025

  This customer has been refunded and notified multiple times. 

  On November 27th, the customer opened a ticket with us using the email **********************************, but we were unable to locate any orders under that email. When we asked if any other emails might have been used, she provided ******************************************, which did have active subscriptions but no record of a cancellation request.
  Following protocol, we sent her the link to access the subscription portal, a technique aimed at preventing unintentional cancellations. We also offered her the option to return the order. The customer responded that it was "weird" we couldnt find the cancellation request, and then she closed the ticket. No further tickets or calls were found in our system.
  Upon reviewing the BBB documents, I discovered that the order she was referring to was linked to ****************************, an email she hadnt provided during earlier correspondence. She is requesting a refund of $46.21, which I believe is reasonable.
  Additionally, I noticed that she has active subscriptions under ****************************************** totaling over $200, scheduled to bill on 2/16. I want to ensure she doesnt intend to cancel these as well. During her BBB complaint, she also mentioned another ************************* fortunately, no subscriptions are tied to that account.

   

• Initial Complaint

  Date:12/06/2024

  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.

  I am writing to lodge a complaint against Double Wood Supplements for selling defective products, providing unclear product information, and failing to address my concerns satisfactorily.I purchased six bottles of *** from Double Wood Supplements, and upon opening the product, I discovered that multiple capsules were discolored and damaged. I have purchased this product multiple times in the past without any issues, so this seems to be a recent quality control failure.Additionally, the expiration date and batch number printed on the bottom of some bottles were unclear and difficult to read, further raising concerns about the product's quality and traceability. The inability to clearly identify the batch number and expiration date suggests inadequate quality control during the packaging process.I contacted the company with photos of the defective product, and after a long delay, I was informed that the issue was due to oxidation and that the product was still "safe to consume." However, this explanation is unacceptable, as the product had not been exposed to air for an extended period, and it is clear that the damage to the capsules is a sign of poor quality control. Furthermore, this occurred with two consecutive bottles, raising concerns about the company's overall product safety and manufacturing processes.Despite my repeated attempts to request a replacement or a refund, the company has failed to resolve the issue in a satisfactory manner. They continue to insist that the defective product is safe, but I believe this situation reflects a significant lapse in quality control.Could you please investigate this matter and take appropriate action to ensure that the company adheres to proper quality and consumer safety standards. I have attached photos of the damaged product and copies of my correspondence with the company's customer service team for your reference.Thank you for your time and assistance in resolving this matter.

  Business Response

  Date: 03/05/2025

  After a quick review, it looks like the complaint for **** *** was related to an order placed through our international team, and the customer has already been refunded. Im not sure what more can be done on that front, but I am reviewing the situation with our overseas team to determine if any further resolution is needed.

  
  

• Initial Complaint

  Date:08/03/2024

  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.

  Did not authorize monthly purchase only semiannual.

  Business Response

  Date: 03/11/2025

   I will be working on responding to the outstanding complaint from **** ******** within the week. Unfortunately, due to the time that has passed, our system has locked us out from processing his refund, but we are currently exploring other options to resolve this for him. I will update you once this has been handled.

• Initial Complaint

  Date:06/11/2024

  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 was sent the wrong supplement,i was suppose to receive serrapeptase.but i was sulbutiamine please help

  Business Response

  Date: 07/01/2024

  Hello, 

  We would be glad to send a new bottle of Serrapeptase to the customer. We will need some information from this customer before we can process. The customer will need to reach out to our customer service department for assistance. For US orders *****************************************************. For international orders *********************************************. The customer will need to include their order number or the email address associated with the order. 

  Please let us know if you need anything else. 

  Thank you. 

  *********************
  Double Wood Supplements
  Customer Engagement Manager
  
  

   

   

• Initial Complaint

  Date:04/15/2024

  Type:Sales and Advertising 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.

  Double Wood emailed me multiple times advertising a "Buy 1, Get 2" offer if purchases made on Amazon.I fulfilled my responsibility by purchasing the product (Alpha Lipoic Acid and Urolithin-A).I then went to redeem the offer and was told it was discontinued and they would no longer honor the agreement.This is false advertisement and a violation of *** marketing guidelines.I am filing a complaint with the *** as well with all necessary information as well.I am seeking a full refund for my Amazon purchases.

  Customer Answer

  Date: 04/26/2024

  *******************, the founder, called me and resolved the issue.