ComplaintsforSANESolution LLC

• Initial Complaint

  03/26/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Ordered this supplement to relieve chronic cough. Did not work. Called to return and get refund. They offered gift card (did not work so don't need more). Said I had 90 days to return to get money back, but as you can see it states 1 year money back guarantee. I have again requested my money back. So I hope you can help me to get this done. Thank you.

  

  Business response

  03/27/2024

  Hi *******,
  
  I appreciate your reaching out to us and sharing your concerns.I want to sincerely apologize for any confusion and frustration you've experienced. Your satisfaction is important to us, and I understand your desire for a refund in the manner you initially expected.
  
  I want to assure you that I am here to help and address your concerns to the best of my ability within our policies. I recognize that our return policy may not align with your expectations, and I appreciate your candid feedback.
  
  I understand that the website may have led to some misunderstandings, and I sincerely apologize for any inconvenience caused. 
  
  I have added a couple of arrows to your screenshot below  in the hopes that it will help explain.
  ****************************************
  
  When scrolling down the page, you will then see the 1-year refund policy highlighting the 2 asterisks shown in your screenshot.
  ****************************************

  Upon clicking that link, you will see that any refund over 90 days will be granted in the form of a SANE Store Gift card (screenshot below)

  ****************************************
  
  Thank you for allowing me the opportunity to address your concerns and again, my apologies for any confusion.

  Customer response

  03/27/2024

   
  Complaint: 21477814
  
  I am rejecting this response because: The website clearly states a 1 year money back guarantee whicih does not mean 90 days. Money back means currency not store credit. As definition states " current medium of exchange in the form of coins and banknotes; coins and banknotes collectively." Since it did not work why would I want anything else? Why would I look for guarantee in faq section when it was clearly and repeatedly stating 1 year MONEY back guarantee all over your website?
  
  Sincerely,
  
  *************************

  

  Business response

  04/04/2024

  Dear *******,
  
  Thank you for taking the time to share your concerns with us. I understand your frustration and disappointment, and I want to assure you that we take your feedback seriously.
  
  Firstly, I want to express my apologies for any confusion regarding our return policy. We strive to provide clear and transparent information to our customers, and I regret any misunderstanding that *** have arisen.
  
  I've carefully reviewed your screenshots and understand your perspective. While we do offer a 1-year satisfaction guarantee, it's essential to note that the terms and conditions for refunds are outlined in detail on our website, particularly within our FAQ section and our refund policy page.
  
  I understand your expectation for a cash refund given the circumstances. However, our policy clearly states that refunds requested beyond 90 days from the date of purchase are issued in the form of a SANE Store gift card. This policy is in place to ensure fairness to all our customers while also honoring our commitment to satisfaction.
  
  I truly empathize with your situation and recognize that you were seeking relief from your chronic cough when you purchased ******. Although the product did not meet your expectations after using only 1 of the 6 bottles you purchased, we stand by our policy, which was communicated at the time of purchase.
  
  I want to assure you that I'm here to assist you within the boundaries of our policies. While I understand your preference for a cash refund, I hope you can appreciate our position as well.
  
  Again, I'm sorry for the disappointment.

  Customer response

  04/04/2024

   
  Complaint: 21477814
  
  I am rejecting this response because:

  I stand behind what I have already stated.  It is apparent that you will not stand behind what your website proclaims. Unfortunately I fell for your deception and dishonesty. It's sad that  your company puts money before a good reputation. One does not always receive justice in these times.
  
  Sincerely,
  
  *************************

• Initial Complaint

  03/15/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  In November I ordered a product. They cleaverly hid the fact that I was buying an ongoing subscription. This is evidenced by the fact that I never used it after that. Only when my credit card posted the monthly charge today did I inquire as to why I was being charged. I was informed that I entered into a subscription. If their product is so good they shouldn't need to trick people into a subscription that they did not know they were buying. This is something the Marketing Act of 2003 needs to include with CAN-SPAM. It needs to be obvious that you are entering into a subscription, not hidden.When I called to cancel and told her this was unscrupulous and I would be filing a complaint she hung up on me.

  

  Business response

  03/18/2024

  Dear **************,
  
  We acknowledge receipt of your BBB complaint regarding your recent experience with our SANE Cash subscription service. We sincerely apologize for any confusion or inconvenience caused by the subscription terms.
  
  After reviewing your concerns and the details of your purchase, we understand your frustration regarding the subscription model. We strive to be transparent with our customers about our subscription terms, and we regret if this was not adequately communicated during your purchase experience.
  
  Upon further investigation, we have refunded the most recent charge to your credit card as a one-time courtesy. However, per the terms outlined on our purchase page (****************************************)  we are unable to refund the additional charges incurred over the course of your subscription.
  
  We take customer feedback seriously, and your comments regarding the clarity of our subscription terms will be forwarded to our marketing and customer service teams for review and improvement. Transparency and customer satisfaction are our top priorities, and we are committed to enhancing our processes to ensure a positive experience for all our customers.
  
  We apologize for any inconvenience caused during your interaction with our customer service representative. I have personally reviewed the call and while the call appears to have dropped, I am unclear as to why but I can assure that the representative you spoke with did not intentionally disconnect her call with you.
  
  Once again, we apologize for the misunderstanding and inconvenience you've experienced. If you have any further questions or concerns, please don't hesitate to contact our customer service team at [customer service email or phone number].
  
  Thank you for bringing this matter to our attention, and we appreciate the opportunity to address your concerns.

• Initial Complaint

  03/05/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I paid for buy 1 get 1free. I went to my bank app and saw additional 197. Taken. You took this without my authorization! That money was part of my rent! APLEASE REFUND ASAP.

  

  Business response

  03/06/2024

  Dear ********************,
  
  Thank you for giving me the opportunity to address your concerns, We sincerely apologize for any confusion and inconvenience you've experienced in connection with your recent purchase from Sane Solution.
  
  Upon receiving your BBB complaint, we immediately investigated the issue surrounding your order 417457SANE. We regret any misunderstanding that *** have occurred during your online purchase experience.  After placing your order, you also accepted the upsell of get4 free when you purchase 3 more.
  ****************************************
  
  Our records indicate that your order was placed on March 4th, 2024, at 8:21PT at which time an order confirmation email was sent to the email address you provided. ****************************************
  
  Unfortunately,as you did not reach out to us until 9:10 pm on March 5th, 2024,your order had already passed through to our 3PL for shipment and could no longer be canceled. We understand the urgency and frustration this *** have caused, and we sincerely apologize for any inconvenience.
  
  We acknowledge your desire for a prompt resolution and a refund of the additional $197.00 charge. We are committed to addressing this matter promptly and efficiently to ensure your satisfaction.
  
  In case you did not receive our return instructions sent to you in reply to your email, I have copied this information below.
  
  Please return the sealed product to the following address at your earliest convenience so that we *** promptly issue a refund.
  
  SANE Returns
  19655 *********.
  Suite 100
  ******,** 80011
  
  Once again, we sincerely apologize for any inconvenience you *** have experienced.We value your patronage and are dedicated to providing a positive resolution.

• Initial Complaint

  02/16/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Company website Sane Solutions Sold me 3 bottles for $124.95 That was fine.I wrote on chat that is all I want.Instead the company charged an additional $****** I want that ****** refunded as soon as possible as I am 69 yrs old on limited income *************************** ************

  

  Business response

  02/16/2024

  Dear **************,
  
  Thank you for giving me the opportunity to address your concerns, We sincerely apologize for any confusion and inconvenience you've experienced in connection with your recent purchase from Sane Solution.
  
  Upon receiving your BBB complaint, we immediately investigated the issue surrounding your order 412450SANE We regret any misunderstanding that *** have occurred during your online purchase experience.
  
  Our records indicate that your order was placed on Feb 15, ****, at 9:26 am PT at which time an order confirmation email was sent to the email address you provided. ****************************************
  
  Unfortunately, your voicemail left at 9:43 pm PT that evening was received outside our regular business hours (8 am - 5 pm ET).We understand the urgency and frustration this *** have caused, and we sincerely apologize for any inconvenience.
  
  We acknowledge your desire for a prompt resolution and a refund of the additional $197.00 charge. We are committed to addressing this matter promptly and efficiently to ensure your satisfaction.
  
  Please return the sealed product to the following address at your earliest convenience so that we *** promptly issue a refund.
  
  SANE Returns
  *************************
  Suite 100
  ******, ** 80011
  
  Once again, we sincerely apologize for any inconvenience you *** have experienced. We value your patronage and are dedicated to providing a positive resolution.
  

  Customer response

  03/02/2024

  The response on 2.16.24 from Sane Sollutions does not address the problem of return postage. I should be reimbursed as the company was in error in Shipping additional product and charging additional money without authorization I request a return label postage paid or reimbursement by refund. I also need the $197. I ordered 3 bottles for $124.95. You sent me 10 and charged me an additional $197.00. I replied immediately in the chat saying, Do not send me any additional Product, as I am on limited income. But you ignored that chat, please look it up it is clearly n your website chat box that I did not want any extra product. The web site is faulty. I did NOT allow me to order just 3. It would not allow anyone to just go to checkout. I looked at all the similar problems on the Better Business Bureau website. Many complained of this. The additional items you sent called upsell in your last letter was unauthorized and therefore you need to pay for the return postage in addition To the unauthorized additional $197 that you charged my account. Please be reasonable and take responsibility for your errors. I am a senior citizen on limited income. Sincerely *************************** ************ -

  

  Business response

  03/06/2024

  Dear *************,
  
  We deeply apologize for any inconvenience you've experienced in connection with your recent purchase from Sane Solution. We are committed to resolving this issue promptly and ensuring your satisfaction.
  
  We acknowledge your request for a return label. Despite our standard policy requiring customers to cover return shipping costs, we want to make this process as smooth as possible for you. As a gesture of goodwill, we will be emailing you a prepaid return label within the next 24 hours.
  
  Please follow these steps for the return:
  
  Pack the sealed product securely.
  Affix the prepaid return label to the package.
  Drop off the package at your nearest shipping center.
  Upon receiving the returned product, we will initiate the refund process for the original purchase amount.
  
  We have taken note of your feedback regarding our website chat and the checkout process and I do recommend to avoid unintentionally accepting an upsell during the checkout process, you contact us directly for all your ordering needs.
  
  Once again, we sincerely apologize for any inconvenience caused. We appreciate your understanding and the opportunity to make this right for you. If you have any further questions or concerns, please do not hesitate to contact us.

• Initial Complaint

  11/24/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  This company offers a money back guarantee if you are not satisfied with their product. On October 7th, I purchased two bottles of their SANE Vitaae product for $54.95 which was advertised as being helpful in decreasing cough and phlegm problems. I experienced no improvement after completing one bottle. At that point I emailed them and asked how I could return the second unopened bottle to them for my money back.They replied that I should finish the second bottle first because it often takes more time to experience the benefits of their product. I decided to first follow their advice and finish the second bottle. When that did not help my condition, I checked the *** page and found out that I needed to send back to them the two used bottles. I emailed to them that I had already discarded the bottles and asked them what else do I need to do to receive my money back.They said that there was no money back without the original bottles and referred me to their money back guarantee on their *** page. They offered me some generous discounts on additional purchases of their products. Buy, why would I want to buy additional products from them if they do not work for me?My question is, why should I be checking out the money back guarantee before discovering that I am disappointed in my lack of improvement when using their product? Shouldn't they be willing to refund my money as promised up front? If they need the bottles back, that should be made abundantly clear up front and not just buried in an *** page.

  

  Business response

  11/27/2023

  Hello ********************,
  
  Thank you for allowing me the opportunity to address your concerns. I am sorry that you have been disappointed with your purchase from SANE.
  
  When you reached out to our customer service team to initiate a return for a refund, we advised that the product may take additional time to take effect and provided a link to the return policy.
  ****************************************
  
  Our Nutraceutical Refund Guidelines, as previously shared, are in place to provide clear instructions for the return and refund process. While we empathize with your situation, we must adhere to these guidelines to ensure equitable treatment for all of our valued customers.
  
  Unfortunately, the return policy does state that we do require all empty bottles back to be eligible for refund.
  
  ****************************************
  
  That policy can be found here: ************************************************************
  
  In light of our return policy, we are unable to process a full refund without adhering to the established guidelines.
  
  Again, I am sorry you were not satisfied with your purchase.

• Initial Complaint

  11/06/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased this product which was advertised on ******** showing an 80 year old woman (***********************) who had lost substantial weight using this product. I used the product and was encouraged by this business to continue to use even though it was not working. I believed them when they said that if I did not see results that there was a moneyback guarantee as stated (1 Year Money Back Guarantee. If you do not have the results, we will gladly refund your money. No questions asked. This was for a product called Viscera-3 and Luminae. I'm an 80 year old widow on social security. I trusted these people since they also said this was a doctor-supervised product and Jonathan Bailor also spent a lot of time with pictures of his family supporting the product. I want them to honor their moneyback guarantee and send me a check for the money I spent with them. I do not have the capability of uploading documents via computer but I have a lot of information and other BBB complaints filed against this company.

  

  Business response

  11/08/2023

  Hello ************************,
  
  Thank you for allowing me the opportunity to address your concerns. I am sorry that you have been disappointed with your purchase from SANE.
  
  After you made your purchase for the 2 bottles plus 2 bottles FREE of Luminae, the checkout page states to please read the Store FAQ for all terms and conditions on the money back guarantee.
  
  ****************************************
  
  When you reached out to our customer service team wanting to return the unused portion of your order for a refund, our team explained that a quick call was needed so that we may issue an RPA number and provide you with return instructions and that per our SANE Store return policy for our Nutraceuticals, if your return is received more than 90 days after the date of actual purchase, any refund granted will be in the form of a SANE Store gift card valid for 90 days.
   
  ****************************************
  
  Our return policy and full guarantee information are available on our website.
  
  That policy can be found here: ************************************************************
  
  We are happy to provide a refund based on our store policies and upon receipt of the unused portion, which are outlined and linked to the buy page.
  
  ****************************************
  
  Again, I am sorry you were not satisfied with your purchase and would be happy to help resolve this per the terms of our refund policy, upon receiving the unused portion of your product back at our fulfillment center. 

  Customer response

  11/10/2023

   
  Complaint: 20795069
  
  I am rejecting this response because: they are such liars.  I told them several times that I had nothing to return because I used all the product as they suggested in an email, and in a letter through my Discover account.  I don't have copies of my letter or email due to fraudulent activity on my computer and stolen social security funds from my bank account.  These products do  not work as they advertise and every time I see an ad for them from now on I will respond to all my ******** friends and publicly that what they advertise their products to do is a lie and the product does not work so save your money.  Obviously, no other action will be taken so I will accept this as ****** learned and never ever buy another product as I scroll through ********.
  
  Sincerely,
  
  *********************************

• Initial Complaint

  10/16/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a subscription, but found out AFTER that I could only do it over the phone each month. It took me almost the month to get long distance to call, so still hadn't used the amount I purchased, to buy a product yet. I didn't have long distance, so the customer service agent said to switch to just ordering online, and my concern about being charged twice would not happen, but only the shipping charge. That was a lie! They recharged me along with the shipping! I was lied to. When you call, you are put on hold for too long that you end up hanging up! When I showed them PROOF of their charging me again, they gaslight around it, then say "I hope that helps" and it doesn't! They are keeping my money! They are SLY! I am so frustrated for being charged twice! Reviews I have read show that this is a habit of this company to do to customers! Not just me!

  

  Business response

  10/18/2023

  We sincerely apologize for the frustration and inconvenience you've experienced with your recent interaction. Your feedback is highly valuable to us, and we want to ensure we address your concerns comprehensively.
  
  Regarding the policy for SANE Store credits, we do state on our purchase page that each month's credit is nonrefundable and valid for 30 days after issuance. We note that the email containing your credit details was sent on September 12, 2023, at 4:42 pm. We apologize for any confusion that *** have arisen due to this policy. Recognizing the importance of transparency, we are actively working to enhance the clarity of this policy on our website to prevent any future misunderstandings.
  
  We understand the unfortunate timing of your first month's subscription expiring and the October subscription being billed when you reached out for assistance. We're pleased to see that you received both our welcome email upon subscribing and a reminder of the upcoming renewal. We also appreciate that you utilized your second month's subscription to place an order during your call. These emails are part of our commitment to keeping our customers well-informed about their subscriptions.
  
  In response to your request, we have promptly canceled your subscription. We genuinely regret the inconvenience you've faced.
  
  Your feedback is invaluable as it helps us identify areas for improvement, and we are committed to delivering a better experience for our customers. To address your concerns and as a gesture of goodwill, we have initiated a refund for the unused portion of your original purchase.
  
  We highly value your business and hope that this resolution aligns with your expectations. Should you have any further questions or concerns, please don't hesitate to reach out to our customer support team.

• Initial Complaint

  10/06/2023

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  This is causing bloating and my blood pressure has dropped and causing me to nearly black out several times.

  

  Business response

  10/10/2023

  Dear ***************,
  
  Thank you for sharing your concerns with us. We genuinely appreciate your feedback and want to express our sincere apologies for any inconvenience you may have experienced.
  
  Regarding the health concerns you mentioned, we take these matters very seriously. While SANE Vitaae is a nutraceutical and not a pharmaceutical, we always recommend working closely with your medical practitioner when making any lifestyle changes, including incorporating supplements like SANE Vitaae.
  
  We understand the importance of customer satisfaction and safety, and after a careful review of your situation, we have decided to issue a refund as a gesture of goodwill. We hope this resolution addresses your concerns, and please don't hesitate to reach out if you require any further assistance or have additional questions.
  
  Your health and well-being are important to us, and we remain committed to providing products that contribute positively to your overall wellness.
  
  Once again, thank you for bringing this matter to our attention.

  Customer response

  10/10/2023

   
  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.
  
  **************************************************

• Initial Complaint

  08/16/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I made a product purchase based on their 1-Year Money Back Guarantee per below. After 90 days the product has had NO effect and want my money back. They are not honoring their advertised policy.Money Back Guarantee Your Order Is Always Safe and Secure and Backed By Our 1-Year Money Back ******************************* With 3rd *************** Our products are 3rd party tested for safety and potency. Made from the highest quality ingredients in a N.S.F. and *** G.M.P. certified and audited manufacturing facility based in *******. 1 Year Money-Back Guarantee 1 Year Money-Back Guarantee**We are so confident you will see a change once you start using our products, that we offer a Full ONE-YEAR guarantee**256-bit Secure Payment Processing Each order is processed through a secure, 256-bit encrypted payment processing gateway to ensure your privacy using the exact same systems trusted by **** and Mastercard.

  

  Business response

  08/17/2023

  Hello ****************,
  
  Thank you for allowing me the opportunity to address your concerns. I am sorry that you have been disappointed with your purchase from SANE.
  After you made your purchase for the 6 bottles of Luminae, the confirmation page states to please read the Store FAQ for all terms and conditions on the money back guarantee.
  ****************************************
  
  When you reached out to our customer service team wanting to return the unused portion of your order for a refund, our team explained that a quick call was needed so that we may issue an RPA number and provide you with return instructions and that per our SANE Store return policy for our Nutraceuticals, if your return is received more than 90 days after the date of actual purchase, any refund granted will be in the form of a SANE Store gift card valid for 90 days.  
  ****************************************
  ****************************************
  
  We also reiterated that as noted in our Store FAQ - Frequently Asked Questions and our Refund policy page found here -************************************************************, our policy requires the return to be made within 90 days of the order date to receive a cash refund.After 90 days and up to 1 year the refund will be made with a Gift Card for use in our SANE Store when you asked if we were not going to honor our 1-year money back guarantee
  ****************************************
  ****************************************
  
  Our return policy and full guarantee information are available on our website.
  
  That policy can be found here: ************************************************************
  
  We are happy to provide a refund based on our store policies and upon receipt of the unused portion, which are outlined and linked to the buy page.
  
  ****************************************
  
  Again, I am sorry you were not satisfied with your purchase and would be happy to help resolve this per the terms of our refund policy, upon receiving the unused portion of your product back at our fulfillment center. 

  Customer response

  08/17/2023

   
  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

  07/21/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  i filled out everything to place an order. Immediately after realizing i definitely didnt need to spend the money i erased everything however some how the order was processed and i received the product. please dont send any more unless i place another order. would be so nice if i could get a refund on the order i thought i erased thanks so much for understanding i am a76 year old widow that lives on social security.

  

  Business response

  07/24/2023

  Hello  **************,
  Thank you for allowing me the opportunity to address your concerns. I am sorry that you have been disappointed with your purchase from SANE.

  
  On July 7, 2023, you placed an online order for 3 Bottles of Viscera-3 - $141 with shipping and upon completion of that order, an order confirmation was delivered to your email inbox.
  ****************************************
  ****************************************
  
  Your order shipped out and was delivered to the address that you provided on your order on July 14th, 2023.
  ****************************************
  
  We have fulfilled and shipped the order that we received from you and at no time have you reached out to our customer service team to cancel your order or to return your order for a refund.
  ****************************************
  
  Our return policy and full guarantee information are available on our website.
  That policy can be found here: ************************************************************
  We are happy to provide a refund based on our store policies and upon receipt of the unused portion, which are outlined and linked to the buy page.
  
  ****************************************
  
  Again, I am sorry you were not satisfied with your purchase and would be happy to help resolve this upon receiving the unused portion of your product back at our fulfillment center. 

*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. ↩