Complaints
This profile includes complaints for Isagenix's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 5 total complaints in the last 3 years.
- 1 complaint closed in the last 12 months.
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Submit a ComplaintThe 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.
Initial Complaint
Date:11/08/2023
Type:Status:AnsweredMore info
Complaint statuses
- 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 have had to return two orders due to poor products. I called and emailed they have claimed to have called me which they did not. I was owed a coupon for next order and they closed my account because I returned their used nasty products
Business Response
Date: 11/16/2023
Dear ******************,
I am writing in response to ***************************** recent complaint filed with the Better Business Bureau regarding Isagenix. We appreciate the BBB bringing this matter to our attention and allowing us an opportunity to address the concerns raised.
Isagenix has conducted a thorough review of ********************** account in light of issues that were brought to our attention. Our investigation revealed repeated abuse of the Isagenix Returns and Refund Policy, along with clear instances of manipulation over a two-year period. Due to the gravity of these infractions, we have closed ********************** account, and he is no longer a customer of **********************.
Throughout ********************** tenure with Isagenix, we made numerous exceptions and went above and beyond in our efforts to accommodate his needs. Unfortunately, the manipulation and misuse of our Returns policy became evident, leading to our decision.
We appreciate his past business and wish him the best.
Sincerely,***************************
Director of Global Compliance
Initial Complaint
Date:07/03/2023
Type:Status:ResolvedMore info
Complaint statuses
- 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 my first order with this company on 1/8/2023 in the amount of $277.26. The products arrived just fine. I used three of the products out of the order and became sick (headaches, nausea), so I didnt use any further. We had a death in the family when my next autoship processed (without any warning email or notification). On May 1, an autoship order in the amount of $339.53 was shipped to me. I immediately logged in and cancelled the autoship.When the package arrived to me, I immediately followed the Isagenix return policy and requested a return. I shipped back the UNOPENED box of product. Isagenix confirmed receipt of my return on 2 June. At that time, they told me I would receive a refund in 7-14 business days. That would have been 22 June.On 28 June, I emailed isagenix to inquire about my refund. I have not received a response and today is the 21st business day. Now Im sitting here with an initial order of $277.26 worth of product I cant use, and no refund for the $339.53 box of product that I returned and isagenix acknowledged receipt of. I just want a refund. My Isagenix account number is ********. Thank you for your time and attention to this matter.Business Response
Date: 05/28/2024
Dear ******************,
I apologize for the delay in responding to your message, as it was overlooked last year. Upon reviewing your complaint, I found that two refunds were processed as requested: $329.29 on 7/3/23 and $277.26 on 11/16/23.
We sincerely apologize for the subpar service you experienced, which did not meet our high standards. Please know that we have taken corrective measures to improve our service.
We hope this resolves your complaint, and we wish you all the best.Sincerely,
***************************
Director of Global Compliance and Fraud
Customer Answer
Date: 05/28/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********. I consider this complaint resolved.
Regards,
****************************
Initial Complaint
Date:12/08/2022
Type:Status:ResolvedMore info
Complaint statuses
- 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 tried to login to place an order and my account is disabled??!! I called customer service and they told me that I'd have to start all over with a new account and place a new order on the phone. They verified me with my phone number, so it is so beyond ridiculous that they closed my account when they clearly retain my information. This is the second time they disabled my account for not ordering often enough and the last time I had to beg and scream for them to reopen my original account. It wouldn't be a big deal to start over if it wasn't a pyramid but if I start over now, I lose my pyramid (or tree as they call it), the people who signed me up, and the others in my tree will lose out on my order. It's a lose-lose for everyone. What is the benefit of closing accounts? Why do they treat customers this way? What makes anyone want to spend their hard-earned money with them when they discard seldom purchasers like trash? They promote health and wellness but have to understanding that everyone is in different stages of their journey and can't order all the time? Is it just greed that they discard seldom purchasers? Isn't a purchase a purchase and it brings money to the company? It's just so callous. Their products are extremely expensive so I'm not able to order as often as I'd like but they are my go-to when I can afford it, however not if they keep closing my account.Business Response
Date: 12/20/2022
Dear Ms. ********************* appreciate your business. Isagenix has reviewed your request and made the exception to reinstate your account. As stated in the Isagenix Policies & Procedures (P&Ps), accounts that have been inactive for 12 months are closed. However, we are willing to and have made an exception.
Please refer to the P&PS to understand how to keep your account active. Or please feel free to contact us at ***************************************** if you have any questions. We wish you all the best and hope you continue to enjoy our products.
Sincerely,***************************
Director of Global Compliance
Isagenix International
Customer Answer
Date: 12/20/2022
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
Daniella Peer
Initial Complaint
Date:10/27/2022
Type:Status:ResolvedMore info
Complaint statuses
- 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.
A friend of mine signed me up for the isagenix collagen. I wasnt aware that I was enrolled in the auto ship program. A few days later, she also signed me up for the adaptogen for my husband. After the first month, when I got the second Isagenix box, I realized I was on auto ship. So I canceled my subscription immediately but kept the box. I informed the rep/friend that I canceled it because Im not interested in auto ship. She didnt inform me that the second product was also under the auto ship option, until I received the second box of adaptogens at home. Then I emailed the company asking about the return policy for the Adaptogen. They replied saying that I can ship unopened boxes at my own cost, and that I need to write the return code/number on 3 sides of the box. That was August 12 2022 when I emailed about the return. They replied August 15, and I shipped back on August 18th. The package was delivered by ***** and signed for by The ************, as noted in the ***** receipt. A month goes by but no refund was issued. I emailed them twice since then, no reply. I contacted AMEX, and they said they reached out to isagenix, who said They havent received the box/return. Which is completely untrue because my ***** tracking number is proof that it was indeed delivered on August 19 2022 at 1:41 pm. This is straight up theft! I returned the package but my money wasnt refunded to me. I demand my refund! The full amount of $183.35.Business Response
Date: 11/02/2022
Dear **************,
Having reviewed your complaint, we promptly processed a refund for the full amount of your order as requested ($234.95). We sincerely apologize for the subpar service you experienced, which fell below the high standard for which we strive. Please know that we have taken corrective steps to ensure the service we provide our customers improves.
We trust the aforementioned resolves your complaint, and we wish you the very best.Sincerely,
***************************
Director of Global Compliance
Isagenix International
Customer Answer
Date: 11/02/2022
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
*************************
Initial Complaint
Date:06/12/2022
Type:Status:AnsweredMore info
Complaint statuses
- 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 put in an order for a weight-loss pack and it came I didn't enjoy the product so they asked me to send back all u opened packages of shakes and **** a code on 3 sides of the box. I did and payed for shipping on April 25th and still haven't received a refund and my shipping shows delivered over a month ago. Chatting with them about it my emails are getting ignored and virtual chat was no help. For me having to go through all of that and pay my own money to ship it back and for them to give me the run around it's terrible service and I don't understand why I was only refunded for the shakes and not the rest of of the package that I didn't enjoy either.Business Response
Date: 06/23/2022
Dear ****************,
Having reviewed your complaint, we promptly processed a refund for the full amount of your order as requested. We sincerely apologize for the subpar service you experienced, which fell below the high standard for which we strive. Please know that we have taken corrective steps to ensure the service we provide our customers improves.
We trust the aforementioned resolves your complaint, and we wish you the very best.Sincerely,
***************************
Director of Global Compliance
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