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:01/25/2023

  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.

  My card was charged fraudulently and I contacted this business while it was pending via email and voice-mail asking them to stop the transaction and they went ahead and processed it and ignored my requests. I feel like they intentionally processed the payment knowing that it was a fraudulent charge.

  Business Response

  Date: 03/08/2023

  Contact Name and Title: ***********************
  Contact Phone: ************
  Contact Email: *********************************************************
  I have gone through our database and customer lists and we do not have a customer ******************************* that we show receipt of an order or that we processed a credit card.
  
  We are happy to research further if **************** will forward a copy of her order and the credit card charge. We only run credit cards for our retail stores that order. Any consumer orders are processed through the web page and require the customer to enter their order, name, shipping, mailing address, email and phone number. As a result if she placed a web order she would have an email confirmation. We haven't a record of her calling to cancel and if she had, we would have refunded the card used.
  
  I apologize for the delay in responding to this inquiry but I was out of the office for 18 days dealing with an family emergency and the untimely demise of my mother on Monday morning.
  
  Please have **************** provide your office with the reuqested materials and we can investigate further. It is possible she orders with a website that is not affiliated with Essential Formulas.

  Customer Answer

  Date: 03/11/2023

  (The consumer indicated he/she DID NOT accept the response from the business.)
  Because this is a fraudulent charge. They did not put my information down for the order only my credit card number so you wouldn't find anything in my name. I never received any formula to my home and I don't have a baby. I have the email I sent to the email address provided on their website and it was never responded to, I called the phone number on their website and left a voice-mail that was not responded to and this was on the day the charge was made January 20th. We are now in mid March. I have no email confirmation for the purchase because I did not purchase this. I did not use any website to place this order as my information was stolen and used to place this order. I'm not sure why the response was worded as if I simply just ordered something I don't want when clearly I have stated multiple times in multiple ways that this charge was made FRAUDULENTLY on my account.
  See Attachment/File: Screenshot_20230311_061205_GoBank.jpg

  Business Response

  Date: 03/14/2023

  If the customer sees they have a fraudulent charge by any company they need to notify the credit card company who will issue a refund and send the company who ran a charge a chargeback. Once we get a charge back, we either accept or show proof of the order having been shipped and received.
  
  I am unalbe to refund anyone who can not provide the name, date, copy of the order confirmation invoice with credit card info. In order to issue a refund, I need the first and last four digits of a credit card, invoice number, addresss, name eto to match to my merchant account and issue a refund. I am happy to issue a refund. However, **************** did not order with my company. I don't have a credit card charge in January 2023 in her name via my website. If she would reach out and email the documentation I can research and issue a refund. She hasn't even indicated how much she wants refunded. I believe she must have placed her order with another website. **************** feel free to call me at ************ to discuss further or feel free to email me at ********************************************************** Forward your order confrimation and I will be able to match or tell you who you ordered from.

  Customer Answer

  Date: 03/16/2023

  (The consumer indicated he/she DID NOT accept the response from the business.)
  I've already disputed this with my bank when I determined my email and voice-mail had went ignored. I use a prepaid banking system and they would not issue a refund. Once again you are claiming that I went on a website and made this purchase when I never made any purchase and my information was stolen and used by someone else. I'd appreciate it if for the remainder of this correspondence you would acknowledge that and stop insisting I've just made a personal error here. As far as the amount I'm asking for refunding for it would be the entire amount in the document of the charge I uploaded here. How many transactions could of been made on the 20th? Could you not find my card information using the last four digits of the card? The purchase made directly from your website because my charge lists your website as the name of the charge and the number you provided for me to call was also listed under the charge. The last four digits of the card **** with expiration date 12/26. I uploaded where your website is the name of the charge in my bank statement and your location is also listed underneath.
  See Attachment/File: Screenshot_20230316_184518_Drive.jpg