ComplaintsforPruvit

• Initial Complaint

  03/08/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I talked to a representative of PruVit on a Saturday. She told me if I ordered that day I would receive product in three days. I proceeded to order and didn't expect my product to ship next day (Sunday) but Monday. It is now Wednesday and I have no product, and according to my order history it hasn't even been shipped yet. I sent an email to the company who has not responded and would love to be able to pick up a phone and talk to customer service but it does not appear to exist. When spending a considerable amount of money on a product it seems that the company should respect your business enough to let you know the status of your purchase. I am left feeling like they took my money, and have no way to communicate.

  

  Business response

  03/22/2023

  Business Response /* (1000, 5, 2023/03/10) */ Hi Cassandra, We are so sorry to hear about your frustration with both our shipping timelines and delayed communication from our support team and I have been diving into the situation to gain information for you. I want to let you know first that we have moved forward with your request here on the BBB for a full refund. You should see that refund reflected on your bank account in the next 3-5 business days. If you do not, please feel free to reach back to us and we will continue to dig in. Our posted timelines for fulfillment (1-4 business days) and shipping (expedited shipping is 2-3 days in transit) would have had your product arriving anywhere between March 8-14. We were within that time frame with your anticipated arrival date showing via UPS as Monday, March 13th. It sounds like there may have been a miscommunication from your independent promoter regarding an expectation of timelines to which we can commit in our fulfillment center. Nonetheless, I understand your frustration with that as well as with our backlogged support team not being able to reach back to you until about 42 hours after your first email, so we want to honor your request for a refund and, as such, we have also rerouted your package (which was in transit) back to our fulfillment center. Please accept our sincere apologies for these two lapses in communication and expectations. We wish you all the best and are here should you have any additional questions. Sincerely, Lauren & The Pruvit Support Team

• Initial Complaint

  12/01/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  Hello, My sole purpose for reaching out is to hopefully come to a resolution and hopefully be able to purchase your products as my very best friend has great results. I purchased the product though PayPal during a promotion of buy 1 get 1 free if you sign up for auto shipping. My PayPal receipt only showed a purchase of 1 item instead of 2. I canceled the auto ship and I called PayPal to research. They confirmed it shows only 1 item, I proceeded with the cancelation of the entire order. I later received an email from Pruvit, I explained the situation, they researched and got back to me. They said my order has been canceled I should be receiving a full refund. The original order was in-fact for 2 items but PayPal's receipt only shows 1 item (which technically meant the 1 item of buy 1 get 1 free). She proceeded to tell me that I could never purchase from the company ever again. I thought that was a bit harsh, I absolutely did nothing wrong. I didn't understand the receipt nor did PayPal and yet I am banned for life. It was all a misunderstanding. Not only did I miss out on a great deal but I still can't purchase the product clearly over what I believe to be a misunderstanding. Hope to hear from you soon.

  

  Business response

  03/06/2023

  Business Response /* (1000, 5, 2022/12/14) */ Hi *******, We wish we had the opportunity to work with you directly regarding the concerns with your order to support you and ease any fears or frustrations you may have had. By reaching out to PayPal first, it seems as though the way in which the order was canceled or how it was processed on PayPal's end was a credit card/payment dispute, also known as a chargeback. They have a detrimental impact on Pruvit with our merchant provider and highly jeopardize our ability to process transactions. Chargebacks essentially say 'this is a fraudulent company' in the eyes of merchant processors. Unlike a direct-to-consumer company, network marketing companies like Pruvit are held to an even higher standard regarding merchant processing standards, which created a need on our end to implement a zero tolerance policy for accounts on which chargebacks are initiated. Separate from our network marketing platform pruvit.com, we also have a direct-to-consumer storefront on Amazon where you can also purchase from us. We are delighted to hear that you are still interested in our product and hope that you will shop with us through that channel. In the meantime, we will send you a free box of the KETO//OS NAT Hibisco (caffeine free) that you attempted to purchase originally. I can imagine it is frustrating to hear our strong stance on chargebacks. We are looking at ways to increase communication regarding the education and impact of chargebacks before they happen to make sure customers and promoters know to reach out to us directly if they see something that does not look correct or is not authorized. Chargebacks unfortunately endanger our relationship with our merchants/payment processors and therefore put our ability to do business at risk. Thank you for bringing this matter to our attention so we can work toward elevating education and awareness on chargebacks. Sincerely, The Pruvit Customer Support Team Consumer Response /* (2000, 7, 2022/12/15) */ (The consumer indicated he/she ACCEPTED the response from the business.) Hello, I have no choice but to accept their generous offer of a free box of the KETO//OS NAT Hibisco (caffeine free) since I'm still being blocked from ordering from the company directly. Is there any way to know when I can expect to receive it? As for the Chargeback. I purchased through PayPal and when there was a discrepancy I went to PayPal to resolve. Not to mention there is no number provided to call the company directly, not even a customer service number. I thought I was getting a regular refund. I had no idea it would be in the form of a chargeback and it will negatively impact the company. Not my intentions at all. I do apologize for that. There is the option to buy through Amazon but the prices are much higher for the specific products I'm interested in purchasing. Although I will be getting a free box of their product, this is definitely not the outcome I was hoping for. �

• Initial Complaint

  07/29/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 7/28/22 I made a purchase of $148 on your website. I received an email today that my account has been closed because of an issue with a charge back that never actually processed having to do with my ex wife and now MY account is closed. Wow. I had nothing to do with this but since we have the same last name I'm being discriminated against. I really hope you fix this and make this right.

  

  Business response

  09/23/2022

  Business Response /* (1000, 5, 2022/08/11) */ Hi *******, We have carefully reviewed your BBB complaint with our legal, accounting and fraud teams to compile the timeline and facts of the situation. The closing of accounts that are associated with an account that has issued a chargeback is a Fraud Control process to protect Pruvit from potential issues with our merchant provider. According to our records, the following two Pruvit accounts listed below are connected to each other by multiple pieces of the same information (mailing/shipping address, emails and phone numbers) as well as to four accounts under the name of Kellie (Dow) ********. Shipment and payment addresses in the accounts between the two of you are the same two addresses: 9180 E Muleshoe St. Address connected with the account on which the chargeback was initiated Located on all M.******** and K.******** accounts 609 N Medford Dr. Located on all M.******** and some of K.******** accounts Timeline of M.******** Pruvit account creation events in chronological order: Account USRXXXXXXX // ******* ******** - Opened 4/22/21 - Addresses listed: 9180 E Muleshoe St. and 609 N Medford Dr. - MThompson requested account to be closed on 7/26/22 Account USRXXXXXXX // ******* ******** - Opened 7/26/22 - Addresses listed: 9180 E Muleshoe St. and 609 N Medford Dr. - Claimed to not know Kellie ******** to our customer support team on Friday, 7/29/22 while sending screenshots of submitting this BBB claim. BBB claim submission states it's his ex-wife. She claimed on her BBB complaint 7/27/22 that ******** was her 'recently changed married name'. Both BBB claims were submitted within two days of each other. We take chargebacks very seriously as it portrays a company as being 'fraudulent' which is not the case with our company. Unfortunately, we will not be able to reinstate your account. Sincerely, Pruvit Customer Support

• Initial Complaint

  06/24/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I ordered the product in April of 2022. I received the shipment shortly after. I was surprised not to have any guidance on what to start with. So I reached out to the girl I signed up under requesting more information. She reads my comments but NEVER REPLIED. I reached out to another promoter and she informed me I have to go through the original promoter. I felt she was rude. I decided to try the product and attempt to figure out what I was to start with. The product made me sick. Terrible headaches. I sent a message to cancel any other orders, but still received 2 additional packages at over $429.00 each. I don't understand why you people can't cancel this account. You owe me a refund of approximately $860.00. It's very expensive to keep sending me packages for products that make me sick. You really do need better customer service, and better promoters. This should have been taken care of back at the beginning of May.

  

  Business response

  08/08/2022

  Business Response /* (1000, 5, 2022/06/30) */ Hi ****, We are sorry to hear that you had a poor experience with your Independent Distributor for Pruvit as well as your product and are so glad you were able to get in touch with our corporate/internal support team on Friday, June 24th. Within 30 minutes of your first ever email to us, a pairing with an agent took place and the process to obtain the info needed in order to execute your refund began. As of Monday, June 27th, full refunds for your orders in May and June ($429.80 x2) were executed on our end. It may take 3-5 business days for those refunds to show on your end. Additionally, your recurring SmartShip order has been canceled as well, so you should not receive any further charges from us at this time. Thank you for continuing to work with our customer support team over the course of this past week regarding the situation with your account. We greatly appreciate your patience and again are sorry to hear of the poor experience you had with your distributor and our product. Should you have any remaining questions or challenges with your account, please let us know. We are here to help. Sincerely, The Pruvit Customer Support Team

• Initial Complaint

  02/08/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I placed an order online. Due to the card used having fraud on it, the card was closed. I was unaware that kept the charge from Pruvit processing. I went to place another order a few weeks later and the company said they closed my account permanently without even giving me a chance to fix the issue that I was totally unaware of. That was the first time I was informed there was even an issue. I tried for days to work with them to fix the issue and they refused!! I have never ever had a company just close a customers account without allowing them to fix the issue, especially when the company didn't even let them know there was an issue. Terrible customer service and completely wrong!! I still offered again to fix the issue, they still refused. I would think twice about doing business with them!!

  

  Business response

  03/15/2022

  Business Response /* (1000, 5, 2022/02/22) */ Hello ******, We understand and are sorry to hear of your frustration with our chargeback policy. We are looking at ways to increase communication regarding the education and impact of chargebacks (also referred to as a credit card dispute) before they happen to make sure customers and promoters know to reach out to us directly if they see something that does not look correct or is not authorized. Chargebacks unfortunately endanger our relationship with our merchants/payment processors and therefore put our ability to do business at risk. An order was placed via your account on December 3rd, 2021 totaling $257.45 and then a chargeback was initiated. Once a chargeback is initiated on an account, per our policies and procedures, the account is immediately closed regardless of the situation or circumstance for which it was initiated. Our records show the product for the order placed on December 3rd was shipped prior to the account closure and received shortly thereafter. The account was refunded the full amount of $257.45 on December 20th, 2021 for that order where the chargeback had been initiated. Thank you for bringing this matter to our attention so we can elevate our education on chargebacks. Sincerely, The Pruvit Customer Support Team

• Initial Complaint

  12/15/2021

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Signed up to become a promoter. Paid the fees went on smart ship to get nowhere. I was promised a different MLM company when it's just like every other company that's MLM. It is a pyramid scheme which is against the law. I am quite upset because I rest a lot in my personal life to try to obtain employment from home to be there for my family and myself because I'm chronically ill. However I do not feel just because I am chronically ill I cannot do anything with my life. So at the time pruvit sounded like a great opportunity and after all that's what they promised to everyone. After my initial promoter her name was Amanda cannot teach me the business nor did she want me to learn it. I reached out to high-ranking affiliates of Pruvit for guidance or to teach me what I paid for. They all suggested I go to different people I went to Ashley I went to Kate R****** went to Chancie petty. I even went to the CEO himself Brian U***. Who told me that I need to focus on me do my best and I would attract people. I find a big problem with this because if that was all I had to do then, why did I pay to be a part of some thing I wasn't a part of ever? I was so excited after joining Pruvit I went out and bought a starter bundle that was on sale because it was Christmas time. Being trusting and excited to be a part of something. I honestly want all my money back. I feel like I was taken advantage of and lied to multiple times. I also believe I was sold a dream to something that didn't exist FOR ME BECAUSE I AM NOT A MIDDLE AGED WHITE WOMEN WITH CHILDREN. Which is what all MLM companies draw themselves to. " MOMS LOSING MONEY" when I reached out to Brian A*** a second time and I told him he was ******** and that I paid for employment and training I never RECEIVED. There is multiple people that I can reach out to and just maybe start a class action lawsuit especially after talking with Brian U*** the CEO of just your typical next level MLM. I am livid And can't seem To just let it go.

  

  Business response

  02/11/2022

  Business Response /* (1000, 5, 2021/12/29) */ Hello *****, We are sorry to hear that your experience with Pruvit's independent business opportunity did not meet your expectations. Independent Promoters of Pruvit are encouraged to use the tools and information provided in their back office to help them refer other customers to the product in addition to the original sponsor as resources for information and training. Customers are able to receive points through our referral program for discounted products and promoters are able to receive compensation based on the customers they refer who place a qualifying order. After looking into your account, we see that you had not received compensation as there were no customers or promoters ever referred. Per your request, we will be refunding you for the $1 you paid for your annual promoter membership (a promotional rate provided by our Dollar Keto Club campaign). While we see that you reached out directly to Pruvit Customer Support a few times regarding shipping and package tracking challenges (which it appears we were able to correct for you at the time), we do not have any records of communications from you regarding frustrations with your sponsor, a lack of training, or any issues with our products. Even though the business opportunity did not flourish for you, we sincerely hope you at least enjoyed and found value in the actual Pruvit product technologies you personally received with your monthly SmartShip and promotional sale purchases. We wish you all the best in your future endeavors. Sincerely, Pruvit Support

• Initial Complaint

  10/28/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This company are a bunch of scammers!! I placed A ONE TIME ORDER with this company on some powder drink and they had the NERVE to charge my AMEX credit card again WITHOUT MY AUTHORIZATION. They get people in ordering one time and some how get stuck being charged again for another order. Mind you, I never even got another order from them but they were very fast in charging my card without my authorization. As I see from MANY MANY COMPLAINTS the company is a PYRAMID SCHEME charging clients more than they should and as many times as they want. I placed my order with this company in August of 2021, ORDER#XXXXXXX, and never placed another order with them. There advertisement is misleading, leads people to actually believe they can loose weight with some powder drink that put you in KETONES, when in fact what makes you lose weight is what you put in your mouth. I places a ONE TIME order with them cause I wanted to see what the drink was all about- I got the first order for $99 which I used a PROMO of someone that I follow on Facebook that obviously works for them- I would never pay $209.60 for some stupid powder drink that does not even work- from the reviews looks like they try to scam people into ordering more and become part of their PYRAMID SCHEME I have sent these people multiple emails and have left them messages in a phone number that NO ONE EVER ANSWERS- They need to reimburse me for the $209 they just charged my AMEX CARD and STOP STOP charging my credit card without my authorization

  

  Business response

  12/30/2021

  Business Response /* (1000, 5, 2021/11/09) */ Contact Name and Title: Lauren ****** Contact Email: ******@pruvithq.com Hello *****, Thank you for working with our team so we could get you a resolution for your experience with us at Pruvit. We recently had turnover on our customer support team, which created a delay in this response to your BBB posting. However, I'm glad to see in our system that you've continued to hear from our team in the meantime to get to a point of a resolution. A chargeback was initiated by your bank to us at Pruvit and has been completed on our end. Since the chargeback was initiated through your bank first as opposed to reaching out to us directly for a refund, that timeline and process is with the bank. We do hope at this point that you have received those funds which we released to them. We apologize that the Pruvit purchasing process was less than stellar for you. We take our consumer experience very seriously and appreciate learning from this feedback that somewhere in our process there was a gap, which in turn created a sign up for an automatic renewal process (called SmartShip) on your order. Again, we are sorry for any inconvenience or upset this caused you and we wholeheartedly wish you all the best during the upcoming holiday season. Sincerely, The Pruvit Customer Experience Team

• Initial Complaint

  10/02/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I have been trying to contact Pruvit customer service on 2 platforms. The company refuses to respond. I asked the company to cancel my $225 order before they ship. As i found out the product was making me not feel well. This is alot of money for a product that has negative results and doent work as promied. The business model is you don't have to diet to use it. But when u don't lose.. they ask if u dieted. Which is it? I just want my money back. And had they answered my plea to cancel. I wouldnt be on here. Instead they went through with the order. I will glady ship the items back when they get here . As i am unable to use the products

  

  Business response

  12/03/2021

  Business Response /* (1000, 5, 2021/10/07) */ Hi *******, I wanted to follow up with you to ensure that you have received the refund and communication from our Support Team on Monday, October 4th. I do see that you reached out to us on Friday, October 1st to request the refund for the order that just processed. I am sorry to hear that your are unable to use the products. We did issue a refund to you on Monday the 4th to the original payment method that should have posted to your account. We appreciate the opportunity to resolve this matter for you and please let us know if we can assist you again. Have a great day! Pruvit Support

• Initial Complaint

  09/29/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I had looked into your company for some help with health issues going on. I found a promoter and joined with her, she didnt fit what I needed so emailed to switch promoter. So previous promoters friend messaged me saying I was not following compliance and many other telling me how bad of a person I'm for doing that. She states she is a champ doesn't act like one. I'm not I here to worry about who they get under them I'm here for health reasons. So I didn't respond in the time they think I should of. I was at work and a doctors so I will not answer. So maybe the Champ could use some customer service. If it wasn't for Tiktok they wouldn't have the sales they do! So one promoter gets upset and tells another and its ok for them to be rude and nasty. Very immature. I never switched my information to go with another promoter, I emailed help center to switch promoters and thought that was the way to handle that. Thank you.

  

  Business response

  12/23/2021

  Business Response /* (1000, 5, 2021/10/07) */ Hi ***** I hope you are are doing well. It has been brought to our attention that you have had a negative experience with a Promoter(s) within our community. This is disconcerting to hear and we apologize that you have had to go through this as a new customer. I see that your initial account was closed and that you had opened a new one with the promoter of your choice, this was done through our Support Team and within our policies. As we take these issues seriously, we would like to obtain more details from you so that we may take the opportunity provide feedback and training to the promoters involved. If you can give us the details including names and any conversations that you may have saved, it would be helpful for us to investigate further. Please let us know how we can assist you further and remember you can always reach out to our Pruvit Support Team. Have a great day! Purivt Support Consumer Response /* (3000, 7, 2021/10/11) */ (The consumer indicated he/she DID NOT accept the response from the business.) I would of thought they might have given a coupon or something for the problem that took place from being harrassed by a promoter.

• Initial Complaint

  08/12/2021

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  This company keeps sending me product each month and charging my credit card. I did not sign up for monthly delivery- I sent one back and they still charged me.

  

  Business response

  10/29/2021

  Business Response /* (1000, 5, 2021/08/25) */ Hi *****, I hope you are doing well. It has been brought to our attention that you have opened an inquiry with the Better Business Bureau and we are here to help. As I am reviewing your account I see that your account was enrolled as a customer in April of 2021 and that you have been receiving orders on our SmartShip (monthly recurring) program since then. When a customer enrolls, places an order and then sets up a SmartShip there are terms that are agreed to by clicking on a checkbox to ensure that the SmartShip is authorized. I do apologize if this was not clear to you at the time of sign up. All customers have access to their accounts and are able to place and manage any orders or SmartShips as necessary. The order that was returned to us arrived to our warehouse and on July 22nd we reached out to the email on file to ensure what the intention was. Was it a refund request or if the package was returned due to an address issue and needs to be resent. We did not hear back from you and now I see that the email address is that of the person who you signed up with in Pruvit. The email would have gone to the email address on file. I have checked our system and do not see a request for a cancellation or refund from your email account or the one on file. The refund for that order has been issued as of August 12th and all SmartShips on the account have been cancelled. Nothing more will be processed on that account. If you have more product that you would like to return please let me know and I will provide the return details and a refund can be issued promptly when the product is received. I appreciate the opportunity to resolve this for you, please feel free to contact me any time if you have any questions or concerns. Best regards, Pruvit Support Consumer Response /* (2000, 8, 2021/08/27) */ (The consumer indicated he/she ACCEPTED the response from the business.)

*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. ↩