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Business Profile

Aromatherapy

Vitality Extracts

This business is NOT BBB Accredited.

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Complaints

This profile includes complaints for Vitality Extracts's headquarters and its corporate-owned locations. To view all corporate locations, see

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    Customer Complaints Summary

    • 98 total complaints in the last 3 years.
    • 18 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

    Sort by

    Complaint status

    Complaint type

    • Initial Complaint

      Date:12/22/2022

      Type:Delivery Issues
      Status:
      Unanswered
      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 placed an online order with Vitality Extracts on November 29. The order is still in “unfulfilled” status as of December 22, 2022.

      I’ve called Vitality Extracts customer service ###-###-####, several times only to receive the same recorded message “we are experiencing a high volume of calls and the que is currently full. Please try again later”.

      I’ve emailed customer service asking about my order and they responded with a standard response that they are doing everything they can to ship orders and to not send another inquiry as it would delay the process.

      I then emailed again asking when would my order be shipped, and never received a response.

      I’ve contacted customer service again asking for my order to be cancelled and to receive a full refund. I received an automated response stating “most orders are processed and shipped almost immediately, however they will do their best to process my request”. I’m not confident I will ever see my money.

    • Initial Complaint

      Date:12/16/2022

      Type:Delivery Issues
      Status:
      Unanswered
      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.
      Placed an order on 11-1-22. Paid a fee of $10 shipping for items to be shipped within 7-10 days. It is now 12-16-22 and items still have not shipped. (Order: ******* $73.45) I was charged the full amount a few days after the order was placed. No response from 3 emails. Phone number says they can not take calls on an automated message. I just want my money back.

    • Initial Complaint

      Date:12/16/2022

      Type:Delivery Issues
      Status:
      Unanswered
      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.
      Placed order 11/25 was provided tracking information. Followed up on tracking information when package had not been received to be told by UPS that tracking was invalid. Contacted company by phone and got recording with no option to leave message. Recording stated lines were busy call later and was disconnected. Repeated that for several days. Tried emailing and was told over several emails to track package and given the same invalid tracking information. No one has ever tried to resolve this matter and I still have not received my orders

    • Initial Complaint

      Date:12/15/2022

      Type:Product Issues
      Status:
      Unanswered
      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 Nov. 30th, 2022, I ordered Frankincense Roll on - 6 pack for a cost of $82.29 -- I received an email stating they received more order and charged my credit card -- and that my order would be on the way in 1 to 2 days. On December 2nd I got an email from them giving me some discount if I ordered something from them -- why would I do that? I am waiting for the first order to see if I would find their product useful. I received another email stating that my order was on the way and that it had a UPS tracking number. However, when you click on that tracking number it takes you to some APP that I am not going to download onto my phone. I send them a message 3 days ago asking where my order is -- and then received a quick phone call this morning that rang 2 and then was gone -- but I did get a voice mail message saying again if I wanted to place an order, I would get $20 off of my order! Nothing about WHERE my order is. I tried calling them 6 times at their ###-###-#### number and as soon as I chose #2 -- to talk to customer service, the phone hung up.
      I Want to know where my order is -- or I will contact my Credit Card company and try to get a refund of the charge. I have the order number but have not included this in my complaint -- if it is needed I will provide.
      Now -- in reading what complaints other people have posted -- it seems like they are running some scam that once you place an order -- you will keep getting billed for that order -- that better not be the case! I only wanted to TRY their Frankincense roll on -- but I will not be sucked into some subscription!

    • Initial Complaint

      Date:12/14/2022

      Type:Delivery Issues
      Status:
      Resolved
      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.
      November 18, 2022 I placed an order for $119.00.
      I was sent a tracking #
      Weeks later I tried checking on my order with the tracking # and it says its on its way.
      My order has never come in. The tracking has never moved. My order on their website says it was fulfilled, which it wasn't.
      I have emailed them many times, all I get back from them it the tracking #.
      All I want is a refund.

    • Initial Complaint

      Date:12/14/2022

      Type:Product Issues
      Status:
      Unanswered
      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.
      In July 2022, I requested to return 3 bottles of product from Vitality Extracts and received a prepaid mailing label. I was told I would get a store credit, but they didn’t notify me of my return being processed for the store credit. I did not hear from them for some time, so I contacted them regarding the return. The attached email threads and tracking information is confirmation of my issue. Only after asking did I receive any information that my credit was processed and given a code. When I went into the web site to order the product I wanted to exchange for did I notice that my credit had to be used as a discount code and that I wasn’t allowed to use any valid discount offered and my credit code simultaneously. My issue is that I would not be exchanging 3 bottles of returned product for a comparable amount of product. My 3 bottle exchange would only be good for 2 bottles and, depending on which product I choose, I could potentially owe more money. I was only asking for what was fair and equitable, but customer service will not even return the 3 bottles I returned back to me to make things good, nor will they refund my credit card. They are insisting they will only send me product if I place an order, and we’re back to me not getting the same amount of product I returned for my payment of $94.18. They have had my money for the better part of a year and have not made good on any of my requests. They even come across as rude when insisting I place an order and won’t compromise by returning the 3 products I originally returned. At this point, I will no longer do business with this company. Others offer comparable essential oils and are more ethical when it comes to exchanges and refunds. My only resolution now is to get a total refund.

    • Initial Complaint

      Date:12/12/2022

      Type:Delivery Issues
      Status:
      Unanswered
      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 thought I'd try some healthful essential oils for my joints. I seen the advertisement, and thought as a first time customer, they are giving me a great discount. So I had placed an order 1 time. No subscription to their company required. Paid with my debit card. The second time I placed an order same issue, but 30 days later, an email came.across that I had another oil being shipped, of the same kind. And the kicker was they took my money out of my account, without authorization, or my knowledge. Until I got my bank statement. I did not order this, nor did I approve of their taking my money out of my account. I'm furious! So now I email them, tried calling the customer service # and it apparently just ha gs up. No one get back to you, but they got my money. And the new order supposedly being sent, the tracking # is bogus! Still furious! So I start looking for some other way to get ahold of them, and they say to submit a form...lol. Read reviews, and they are of the same complaints as mine. This so called company is most likely taking orders and re-shipping without permission. Taking people's money, and not getting back to them. They took my money illegally, and whose to say they might do it again, in another 30 days. Another customer said they filed with you. Please help us people getting taken advantage of. Thank you, sincerely, ******* *********

    • Initial Complaint

      Date:12/12/2022

      Type:Delivery Issues
      Status:
      Unanswered
      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.
      Date of Transaction : November 28, 2022
      Amount Money $ 41.08
      What business committed to you: 5 to 7 business days NOT RECEIVED 12-12-2022 11 BUSINESS DAYS so far and still not received
      What is nature of business. NOT RECEIVED PRODUCT IN ALLOTTED TIME and CREDIT CARD CHARGED.
      Whether the business has tried to resolve the Problem: NO, NOT RESOLVED BECAUSE DO NOT ANSWER PHONE.
      Account /order tracking number; ****************** UPS tracking number.
      NOTE: Ordered 1 product and then add email popped up for a smaller amount for another bottle and order states 1 bottle arriving.

    • Initial Complaint

      Date:12/07/2022

      Type:Sales and Advertising Issues
      Status:
      Unanswered
      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 ordered 3 bottles of Skin Envy from Vitality Extracts on Nov 4, 2022 in the amount of $95.59. While I did receive 3 bottles, 1 of the 3 had the bottom broken off completely and the contents had leaked out. This was due in part to lack of proper packaging. I contacted Vitality via email, got an auto responder, then heard nothing. I then contacted them using the online form on their website. Crickets. I lastly tried to call them on the phone and there was no way to leave a message; the recording said that the queue was full. I tried emailing them again out of desperation. Nothing this time. Order #******. All I want is 1 new bottle of Skin Envy (or a refund), then I will be completely finished with this company.

    • Initial Complaint

      Date:12/06/2022

      Type:Delivery Issues
      Status:
      Unanswered
      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.
      Hi I placed an order on 11/5/2022 and never received it. It was order number ******* in the amount of $142.14. Have made 3 attempts via email to request where my order was and I haven’t gotten a response.
      It does not even show it has shipped. If they aren’t going to ship my order I would like a refund. I would really like to have the order though and some of the products were Christmas gifts. Thanks

    Vitality Extracts is NOT a BBB Accredited Business.

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