ComplaintsforTruvy

• Initial Complaint

  04/02/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I have been trying to cancel my Truvy subscription. They would NOT stop my subscription. No one would answer the phone. After several weeks of calling I finally reached someone. I emailed them and they stated to sign into *****************" and cancel. Back office does not exist. I returned the first order I didn't want due to health issues and they took the shipping fee from my refund. Then they charged my card again and I cancelled the order with a person even after emailing multiple times cancelling. This is such a scam because each time I didn't touch the package or open it and they are deducting a shipping fee. I shouldn't be charged for their error and not providing staff to answer their phones. Its a racket if you can't cancel by email when you are talking with their representative. I cannot take their products due to heart issues. They cannot keep my money when I don't have the product.

  Business response

  04/02/2024

  Hello ********,

  Thank you for your email and I am sorry for the experience you've had.
  

  I show the following activity on your account:

  1/9/24 - Order #******* charged $129. This was refunded on 1/15/24 for the amount of $129.
  2/9/24 - Order #******* charged $129. This was refunded on 2/26/24 for the amount of $116.10
  3/9/24 - Order #******* charged $129. This order has not been refunded.

  As it stands, I am willing to do a full refund of $129 for the March order and the difference of $12.90 withheld for the February order. For a total of $141.90.
  

  However, your complaint is requesting a refund of $258 and as you can see, your refund request does not match my refund offer. Could you help me understand how you came up with your number?

  Thank you,

  Customer response

  04/02/2024

   
  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.  I entered $258 due to it asking how much I had paid to them. 
  
  Sincerely,
  
  ***************************

• Initial Complaint

  03/15/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I have been trying to cancel my Truvy subscription. They will NOT stop my subscription. I will be calling AGAIN but this has been a nightmare. If you email they tell you to log in and go to the "back office" and cancel. Back office does not exist. I am so frustrated and I have read if I return anything they will charge me a re-stocking fee. This is a racket. I cannot take their products due to the fact it makes my heart race.

  Business response

  03/18/2024

  Dear *** ******:
  
  We apologize for the frustrating situation you’ve experienced with TRUVY. Please know that it is our intention to provide the best customer service possible.
  
  We’ve reviewed your situation, Associate ID: *******, and would like to offer a full refund for the following orders:
  
  
  ******* (placed on 11/15/2023)
  ******* (placed on 12/15/2023)
  ******* (placed on 1/15/2024)
  ******* (placed on 2/15/2024)
  
  For these orders, we will need a picture that you still have everything unopened  (4 QTY of VY boxes, 4 QTY of TRU boxes, 4 QTY of the shakes, 4 QTY of the H&H, and 4 QTY of the Vitamins). In addition, we will provide a pre-paid return shipping label if you provide the following information: the weight of the box with all the products inside (take a picture showing the products) and the measurements of the box. Once we have this information, we can send you the label.
  
  For the recent order processed on 3/15/2024, please refuse it and send it back to the sender.
  
  Once we receive all the products back, we will issue a full refund. 
  
   If you have any questions, please email us at *********************

   

  Regards,

  
  

• Initial Complaint

  11/21/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I canceled my subscription 5 months ago, because they sent me the wrong production and refused to replace on their dime. I was to pay to ship the item back. I called and chatted to cancel. They still are charging my credit card even they i refuse all packages. I also cannot remove my credit card from their website. They are stilling my credit card and charring monthly without consent. I want my credit card removed and removed from your system. I have disputed the charges with my credit card company.

  Business response

  11/22/2023

  Dear ***************************:
  
  We apologize for the frustrating situation youve experienced with TRUVY. Please know that it is our intention to provide the best customer service possible.
  
  Weve reviewed your situation, Retail ID  *******, and would like to proceed with a full refund for order *******, dated 10/25/2023 for the amount of $148.68, however the full refund will not be issued until the order is returned/refused and then processed at the warehouse. Once the packages have been returned and processed, we will issue the full refund and then from there please allow 5-7 business days for the refund to appear on your end.

  In addition, went ahead and canceled your subscription so no future orders will ship/charge your card. We also removed your credit card information from your account and then closed the account.

  If there is anything else we can do, please let us know.
  
  Regards,

• Initial Complaint

  08/01/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I wanted to cancel they had me jumping through all kind of hoops to do so! Then when I finally did get to cancel... they sent me an address to send it back to and I would have to pay to send it back and a restocking fee! So not a very customer friendly company. So now I seen another $57. taken out if my account..I called they said oh you have 2 accounts.. and I asked if this could be stopped he said no it was already shipped and I would get it Monday (I called on a Friday) well Monday came and went no package.. so they are a deceitful company. And I will tell all about it..

  Business response

  08/07/2023

  Dear ******:
  
  We apologize for the frustrating situation you’ve experienced with TRUVY. Please know that it is our intention to provide the best customer service possible.
  
  We’ve reviewed your situation, ID ******* & *******, and would like to proceed with a full refund for order *******, dated 7/12/2023 for the amount of $$52.43 and a full refund for order *******, dated 7/25/2023 for the amount of $52.43.
  
  Please allow 6-7 business days for the refund to appear on your end. Please also put return to sender on the boxes and ship back the unused product. 
  
  If there is anything else we can do, please let us know.
  
  Regards,

• Initial Complaint

  06/14/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I had a subscription from truvy. The product I subscribed to was recalled. I received a shipment containing a verity of products I did not order with no notice. I made two phone calls asking the company to return it and the told me I would have to pay shipping and a restocking fee. Because I did not authorize them to send replacement products, I feel I am entitled to a full refund. When calling customer service I could hardly hear the representative due to dogs barking in the background. Seemed very unprofessional.

  Business response

  06/20/2023

  Dear *********************************:
  
  We apologize for the frustrating situation youve experienced with TRUVY. Please know that it is our intention to provide the best customer service possible.
  
  Weve reviewed your situation, Associate ID#:*******, and would like to offer a full refund for order *******, dated 5/12/2023, for the amount of $94.75. 
  
  Please allow 5-7 business days for the refund to appear on your end.
  
  If there is anything else we can do, please let ** know.
  
  Regards,
  
  
  
  
  

  Customer response

  06/20/2023

   
  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

  06/01/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I have been on an auto ship subscription for multiple months for the same product billing and shipping on the 23rd of each month. The product is for a 30 day supply. In April I changed my auto ship to every 3 months so next shipment was confirmed to be July 23rd. On May 3rd the product I was using was recalled and discontinued so I was automatically changed to a product that I cannot use because it makes me sick. I was going to cancel my subscription prior to July 23rd and the next shipment. On May 23rd Truvy charged me and sent me products without my consent that arrived on 5/31. On 6/1 I called and canceled my subscription and requested a shipping label to return the unwanted product and requested a refund. They refused to send a shipping label and are requiring me to pay to return the product plus a 10% restocking fee for what they billed and sent to me without my consent. I was hung up on by the same person in customer service twice. They stated the call disconnected but both times I was hung up on when I began to explain I was not going to pay for return shipping or a restocking fee on something I did not order and was sent to me without my consent even when they confirmed on the phone call my next shipment should not have been until the 23rd of July. I am seeking a 100% refund for the product and if required to return, a prepaid shipping label and waiving of the 10% restocking fee.

  Business response

  06/06/2023

  Dear ***************************:
  
  We apologize for the frustrating situation you've experienced with TRUVY. Please know that it is our intention to provide the best customer service possible.
  
  We've reviewed your situation, Associate ID: *******, and unfortunately, we do not have any record that you did change the date of your Subscription in April (we have a record that you changed it to Bimonthly orders on May 2, but you didn't skip ***** order). Also,  our records show that you called our **************** on June 1, and on your third call, you asked for a Supervisor. We heard the call, and our **************** Supervisor offered you a full refund for order *******, dated May 23, 2023, for the amount of $96.24, once we receive the order back to our warehouse. Unfortunately, we have no record of the order being returned to the company. If you wish to proceed with the refund, please return the product to the address below via a trackable manner. Once the package is received, we will process the full refund.
  
  TRUVY
  ATTN: Truvy
  ORDER # *******
  ****************************************************************************
  
  If there is anything else we can do, please let us know.
  
  Regards,
  

• Initial Complaint

  05/20/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I purchased Truvy last August and had a severe reaction to it. I had unexplainable heart issues, increased blood pressure, dizzy spells and I fainted in September. I spent months going to a cardiologist. The product I purchased is now been recalled and Truvy has put a very short purchase window of time on the recall. They did not disclose ingredients, this could cause serious harm to individuals. I feel that anyone who purchased Truvy Boost products should get a full refund. I contacted the company and they have declined my request for a refund. I still have product left and they were notified of that.

  Business response

  05/30/2023

  Dear ***********************************:
  
  We apologize for the frustrating situation youve experienced with TRUVY. Please know that it is our intention to provide the best customer service possible.
  
  Weve reviewed your situation, Associate ID *******, and would like to proceed with a full refund for order *******, dated 8/8/2022 for the amount of $240.97.
  
  Please allow 5-7 business days for the refund to appear on your end.
  
  If there is anything else we can do, please let ** know.
  
  Regards,

  Customer response

  05/30/2023

   
  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,
  
  ***********************************

  Customer response

  06/21/2023

  I requested a refund in a recent BBB complaint, the company agreed and the complaint was closed. The refund was promised 5-7 business days, it has been over 2 weeks. I contacted them last week and was told the refund was never submitted and they would send it to the appropriate person, no response at all from anyone.

  Business response

  06/23/2023

  Dear ***********************************:
  
  We apologize for the frustrating situation you've experienced with TRUVY. Please know that it is our intention to provide the best customer service possible.
  
  We've reviewed your situation, Associate ID *******, and noticed that we tried to process the full refund for order *******, placed on 8/8/2022. Unfortunately, the order is too old to be refunded through our system. 
  
  However, we were looking for a way to issue your full refund. An option that we have is to refund you through PayPal. Do you happen to have a PayPal account? If so, please send your PayPal account information to ***********************************. 
  
  
  Regards,

  Customer response

  06/28/2023

   
  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,
  
  ***********************************

  Customer response

  07/17/2023

  I filed a complaint in May, 2023 and the business agreed to refund me, the complaint has since been closed without it being resolved, I never received a refund. Complaint #********

  Business response

  07/19/2023

  Dear Victoria:

  We apologize for the frustrating situation you've experienced with TRUVY. Please know that it is our intention to provide the best customer service possible.

  We've reviewed your situation, Associate ID *******, and noticed that we tried to process the full refund for order *******, placed on 8/8/2022. Unfortunately, the order is too old to be refunded through our system.

  However, we were looking for a way to issue your full refund. An option that we have is to refund you through PayPal. Do you happen to have a PayPal account? If so, please send your PayPal account information to ***********************************. 

  Have a good day!

  Customer response

  07/19/2023

   
  Complaint: 20084780
  
  I am rejecting this response because:  I have sent my PayPal information in 4 times now, it is the same information you have my account, which I logged into and viewed yesterday.  I sent it again today.  I will reject responses until my refund is in my account.  My PayPal information is ****************** this will be the fifth time I have provided it.
  
  Sincerely,
  
  ***********************************

  Business response

  07/28/2023

  Dear ********:
  
  We apologize for the frustrating situation youve experienced with TRUVY. Please know that it is our intention to provide the best customer service possible.
  
  It appears that the situation has already been resolved with our **************************** The desired refund for the order ******* place on 8/8/2022, was issued on July 28, 2023. This refund was made through your PayPal account for the amount of $240.97.
  
  If you have any questions or concerns, please let us know.
  
  Regards,

  Customer response

  07/31/2023

   
  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

  04/21/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I ordered from Truvy 3 or 4 years ago and did not like it and have not ordered since. I had a charge $145 in my bank account this morning from them. I immediately called them and she told me I went online yesterday and signed up for it. I did not. They have the wrong address and my name was backwards- but they said that the order was just placed but has not shipped yet. I told her this was not authorized and I did not sign up for this. That the address is wrong and it was not me that signed up for it. IT was the same credit card I had used 3-4 years ago. She told me there is nothing she can do to cancel it and I would have to get the order and then return it. I told her it isn't even my address that it is going to so how am I supposed to return it? I told her I wanted to speak to a supervisor and she told me that is not their policy. I have gotten ******** messages from *********** I used 3 years ago but have not been responding to her and did not order this.

  Business response

  04/26/2023

  Dear ******:
  
  We apologize for the frustrating situation youve experienced with TRUVY. Please know that it is our intention to provide the best customer service possible.
  
  Weve reviewed your situation, ID *******, and would like to proceed with a full refund for order *******, dated 4/20/2023 for the amount of $145.00. 
  
  Please allow 5-7 business days for the refund to appear on your end.
  
  When you receive the order please return it to the sender/ refuse the order and it will return to our warehouse. 
  
  If there is anything else we can do, please let us know.
  
  Regards,

• Initial Complaint

  03/20/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I started a monthly subscription with them. After using the product I did not like it so I tried cancelling my subscription. I had to go through hoops to get it cancelled. They kept trying to get me to pause it and then sent me another and another and another I got 3 boxes and charged $129 per box after my initial contact of trying to get it cancelled. They finally cancelled but would not refund my money.Same thing happened to my friend. Ridiculous company that does not back their product. My total cost for products that are going into the trash was $516. This is obviously a problem blend with this company because it took my friend 3 months to get their subscription canceled as well

  Business response

  03/21/2023

  Dear ***** ******:
  
  We apologize for the frustrating situation you’ve experienced with TRUVY. Please know that it is our intention to provide the best customer service possible.
  
  We’ve reviewed your situation, Associate ID *******, and would like to offer a full refund for order *******, dated 1/18/2023, for the amount of $101.76. Please allow 5-7 business days for the refund to appear on your end. 
  
  For order *******  placed on 11/18/2022, we can offer a full refund (for the amount of $101.76) once we receive the order back in our warehouse. Please return the product to the address below via a trackable manner. Once the package is received, we will process the refund.
  
       TRUVY
  Attention: Policy Coaching Team
  *** **** ***** *****
  Draper, UT 84020
  
  Unfortunately, for order *******  processed on 10/18/2022, we cannot offer a refund. We reviewed our records, and we didn't find any emails requesting the cancellation of your subscription before October 18, 2022. 
  
  If there is anything else we can do, please let us know.
  
  Regards,
  
  

  Customer response

  03/22/2023

  
  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

  08/12/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  The pills made me sick I went to the doctor for increased blood pressure and anxiety I want all my money back for all the pills I purchased

  Business response

  08/15/2022

  Dear ***************************:
  
  
  We apologize for the frustrating situation youve experienced with TRUVY. Please know that it is our intention to provide the best customer service possible.
  
  
  Weve reviewed your situation, Associate ID: *******. It appears that the situation has already been resolved with our **************************** The desired refund for the order 8630109, was issued on August 11. Please allow 5-7 business days for the refund to appear on your end.
  
  
  If you want a refund for the previous orders, you would need to return the items in a resaleable condition. Please return the product to the address below via a trackable manner. Once the package is received, we will process the refund.
  
  
  TRUVY
  Attention: Policy Coaching Team
  172 ****************
  ******, ** 84020
  
  
  If there is anything else we can do, please let ** know.
  
  
  Regards,

*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. ↩