ComplaintsforZyia Active

• Initial Complaint

  02/09/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I got texts and emails saying I signed up as a rep. I did not sign up as a rep. *** already spent 15 minutes waiting for my call to be answered. Its 815 am. The recording states they are having higher than usual call volumes because of the holidays. Its February 9th.

  Business response

  02/09/2024

  Hi *****,

  We do apologize for the delay in your phone call being answered this morning. It looks like team members have replied to your phone call and email. We are very sorry for the email and text message that you received from our third party app. They are looking into why you received the messages as we are aware that you are not a representative with ZYIA any longer. 

• Initial Complaint

  12/16/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I contacted the company in writing 4 times since November 22 to cancel my consultant website fee (which I never used). They refuse to help me until I pay for the last 2 months. No confirmation of my email requests to cancel. They just keep attempting to charge my card. I have never used the website services that I have been auto-enrolled and billed for. I have been getting the run around for over 4 months until someone pointed to me that they require cancelation in writing. So I have attempted that several times over the past month. No response and no cancelation. Just more attempts to charge my card.

  Business response

  12/18/2023

  Hi ****,

  We do apologize for your frustration. We are not able to see any emails in regards to a cancellation request, coming from the email address on your account. If you have a copy of the communication you sent, please let us know, or if you sent it from another address. When you enrolled as an independent representative, you were required to agree to the terms and conditions and our policies and procedures. Our monthly subscription policy is clearly stated, in regards to the $15 payment, unless you earn the volume override to waive that payment. See below from our Policies, Section 4.3

  4.3 Subscription Policy
  a. The fee that you pay for your Starter Kit also entitles you to up to 2 free months of your webpage subscription. Your subscription will begin upon completion of the Enrollment Process and be active for the rest of the current month along with the next month free of charge. On or around the 15th day of each month following your free period, the credit card you use to pay for your Starter Kit will be charged the normal $15 webpage subscription fee. You are eligible to earn a free website each month by having at least 600 PV for the month. We begin processing subscriptions on the 15th of each month but the charge can appear on your account as late as the 20th.

  Also, in our policies, section 5.3, it states the procedure for cancelling your account, which in turns cancels your monthly fees. 

  5.3 Voluntary Cancellation
  If you wish to voluntarily cancel your Representative Agreement with ZYIA ACTIVE, you must do so in writing. Open a ticket at support.zyiaactive.com and include your name and Representative ID number. The effective date of your cancellation may be up to 45 days after your request is received. 

  We have refunded your last two months of fees and you should see that back to your account in the next 3-5 business days. We will also cancel your account and you will receive an email confirmation of the cancellation.

• Initial Complaint

  08/21/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I cancelled my rep subscription in May of 2022, yet they continued to bill me every month. Every time I would call them, it was a different run around as to why I couldn't get cancelled or a refund. They have now stolen well over $200.00 from me, 2+ hours of my time, and they still will not refund me. When you call, you get a call center. I want to speak to someone who is in charge, not a call center. I have spoken with **************** and ******************

  Business response

  08/23/2023

  Hi *******,

   

  We are very sorry for your frustration. It does look as if you were refunded for all website fees that were in question. Please note that refunds can take up to 5 business days to show on your account, depending on your bank. 

• Initial Complaint

  01/17/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  They will not cancel my membership and continue to charge my credit card every month, even though i have asked them to cancel on multiple occasions.They are not a reputable company and every time you call, you will be on hold for on the phone for over an hour.

  Business response

  01/17/2023

  Hi there,

   

  It looks like the only email we have from you requesting cancellation was sent today. We apologize if emails previously sent have not been received. It also appears that the account was cancelled and the past three months of website fees have been refunded. You should see that credit to your account in the next 7 business days. 

• Initial Complaint

  09/26/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I found some leggings that would fit my daughter. I went by their own size charts. Also, the model in the picture was 120 lbs and 54 wearing a 2. My daughter is 52 and 105 lbs. according to that and the size chart, she shouldve been a zero. They came in and were extremely tight. Could not get over her thighs. Then my 12 year old tried them who is even smaller than her and same thing. Could not get them over her thighs. So I went by their size chart and they didnt even close to fit. They told me I could not do anything about it because they were clearance. I could see if I just had buyers remorse, but that was not the case. My 12 and 15 year old daughters who are smaller than what the size chart recommends would not fit into their pants. I want to send them back and get a full refund, including shipping.

  Business response

  09/27/2022

  Hi ******,

   

  We are sorry that you are not pleased with the fit of your items. It looks like our agent did respond to your email and has offered a prepaid label for you to send this item back. They have also offered to send a different size, item, or refund you. We do apologize if this effort is not pleasing to you. We are happy to assist if you are still not satisfied. 

• Initial Complaint

  05/18/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I made a purchase and have been texting and emailing this company for months. There is NO response. I just want my money back for this item that I can not use.

  Business response

  05/24/2022

  Hi *****,

   

  We do apologize that you are not satisfied with the item that you purchased. We only see one email from you that an agent has responded to. We don't accept text messages so we apologize if you were not able to get in touch with the right people to assist you in a timely manner. It appears that a refund has been issued to the original form of payment used on this order. 

  Customer response

  05/24/2022

   
  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.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  12/20/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I placed an order for an item. For some reason it was returned to sender. I have tried reaching out to company to change delivery address. I have opened several tickets on their online service with no response. Over two weeks now. No way to email them. When I call it says phone lines closed.

  Business response

  12/22/2021

  Hello,

  We are very sorry for your issue. Our customer support is a little behind our normal response time due to the holidays. We did look into this matter for you and it appears an agent has resent your order. Please let us know if you need further assistance. 

  Customer response

  12/22/2021

   
  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.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  12/15/2021

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I ordered a pair of Black Peak Joggers on October 24th for $89. I have yet to receive them. I contacted Zyia on December 2nd and have tried calling. I can't get through on the Customer Support number. I submitted two tickets on December 2nd and have had no response. I asked my rep if I can get a refund and was told not at this point. I was told that it is a **** issue. However, I haven't received a tracking number to contact ****. Keep in mind that I spent another $350 with Zyia. I'm now out $89 + taxes and shipping with no resolution.

  Business response

  12/16/2021

  Hi *****,

   

  We do apologize for this matter. It does look like an agent has assisted you and a refund has been issued. You should see that post to your account in the next 3-5 business days. Thank you

  Customer response

  12/16/2021

   
  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.
  
  Sincerely,
  
  *************************

• Initial Complaint

  07/21/2021

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Purchased an electronic gift card fir a gift and never received. I have reached out to this company to resolve several times and have not even had a single response addressing the issue. I eventually asked for a refund but have not received that either.

  Business response

  07/23/2021

  Hello,

   

  We are very sorry for any confusion or issues with your gift card. Once of our customer support agents will be contacting you in regards to taking care of your issue. 

• Initial Complaint

  07/05/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased items from this company in mid May totally $308.49. I believed I was purchasing these items through a friend that was representing the company. When I received the items some 20 days later, I tried them on and they did not fit. Not even close or a little tight, but completely unwearable. I spent several days trying to figure out how to initiate an exchange for the size I needed. At each phone call and email I have been directed to "contact my rep". It turns out the rep, who I do not personally know was a friend of a friend's sister. Upon finally finding the correct contact information and contacting them. I was told my items could not be exchanged as it was past the 30 day period. I do not recall seeing this on the website I ordered from, the email order confirmation or at any point in the process until the rep notified me of this policy. This is deceptive. Especially considering the shipping time was 2/3, 30 days and the initial customer service response was 5 days.

  Business response

  07/06/2021

  Hi *******,

   

  Thank you for your message. We have looked into your complaint and it does look as if you have already been refunded for this order. We do apologize for any inconvenience associated with your items. Please let us know if you have any unresolved issues. 

*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. ↩