ComplaintsforRetail Keto

• Initial Complaint

  04/26/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  Like everyone else, I did a 1 time test on this product. I have attempted on at least 5 occassions to cancel the subscription. Instead of cancelling, I'm getting 2 of them and charged twice. They don't respond to attempts to contact.

• Initial Complaint

  04/06/2022

  Complaint Type:

  Delivery Issues

  Status:

  Unanswered

  More info

  On 04/06/2022 I received an email saying I had won A I phone 13. After giving my information they ask if i was interested in another product which I declined. The ad then said I could still possibly win the i phone but must register and pay one dollar and 95 cent. Upon putting in my card info i received a email saying Your Order is Confirmed with order no 13A737B837 with the date and a product return address and phone number. Having used a cash app card with only enough on it to pay the **** I then received a text from cash app for the **** payment to Keto Solutions and a second text saying my payment for 89,95 was declined due to insufficient funds. I did not order any Keto products and want to complain about the deceptive practices they are using to get people money without having ordered their product.

• Initial Complaint

  11/21/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I ordered a one time purchase from this company and soon began getting shipments I didn't order. I called to complain and they cancelled and gave me a prtial refund in Oct 2020. I started receiving shipments again May and have been billed for 11 shipments from different company names all with the same return address. I return the product unopened every time but they keep sending. I thought for awhile that I wasn't being charged but after a closer look I am. I have been charged 11 times for $24.98 each time. The total is $274.78 and I would like to be refunded for the entire amount.

  Business response

  11/30/2021

  **** *******,
  Thank you for contacting us today. I apologize for any confusion or inconvenience you have experienced. Our records indicate your original order of KetoFast and KetoCleanse was placed on 05/31/2020. This order contained a recurring monthly subscription. I see that you contacted us back in May 2020 to cancel your KetoFast subscription and receive a partial refund. KetoCleanse however, was never cancelled. These are two separate subscription products that are handled separately by our Customer Care team. I see that you have received multiple orders since your original order and we have never received a telephone call or email from you, canceling or questioning your subscription that you selected. Our email address is located on the packing slip inside your shipments for your convenience.
  Per our terms and conditions, orders must meet the following criteria in order to qualify for a refund:
  · Product must be returned within 30 days of your initial order date
  · Returns must be pre-approved and assigned a return merchandise authorization (RMA)
  · Only recent orders/shipments will be considered for return; past orders will not be valid for review
  · Product must be UNOPENED and SEALED
  · Damaged product or fulfillment errors are subjected to returns within the 3-day allotted time frame
  · All returns must be pre-approved and assigned a return merchandise authorization (RMA) number. product returned without prior authorization (return to sender) will forfeit refund
  Due to our clear return policy, I am unable to offer a refund for your orders. I have however cancelled your account and can assure you there will be no future charges. While I am unable to offer a refund, I would be happy to provide you a $100.00 restaurant voucher that can be used with a number of restaurants. If you would like to accept this, I can send the voucher to you electronically to your email on file.
  Please let us know if you have any questions.
  Sincerely,
  Complaint Specialist
  

  Customer response

  11/30/2021

  After I called to cancel I did not receive anything for about 6 months and I thought it was cancelled. Then I started getting packages again and the charges came from different company names so I didn't realize I was even being billed. I had to search my records by the dollar amount to find that I was being charged by different company names. I attached again the sheet showing the charges coming from 4 different company names. This is a deceptive practice that is meant to screw people over.  It's unacceptable. I don't want a stupid restaurant certificate that it difficult to use so, no thank you on that. I want a refund.

  Business response

  12/02/2021

  **** *******,
  
  I completely understand that the restaurant voucher offer is not an ideal resolution for you, and I apologize that you found it would be difficult to use. As stated in my previous response, I do not see any record of a phone call or email from you, canceling or questioning your subscription that you selected. The large gap in billing is due to multiple declines when we attempted to bill your monthly subscription order. Even when transactions decline, we still attempt monthly to ship out the customers monthly order until we are notified that no additional product is wanted. Your account is now canceled, and I can assure you that you will receive no charges or shipments in the future.
  
  We do have strict policies in place when it comes to returns and we are unable to offer a full refund outside of our policies in place. We do not offer refunds for any return to sender/refused items. Why I am unable to offer a full refund, what I can provide for you as a resolution is a %50 refund of all charges since May 2021. This is an exception to our policy that I can provide due to the gap in billing. I understand you were not expecting to receive additional shipments due to this gap. This refund would be in the amount of $137.39. Please note by accepting this resolution, you are acknowledging that your concern has been resolved and no other discourse will be presented.  
  
  Once again, I do apologize for any inconveniences you have experienced. Please let me know if you have any questions.
  
  Sincerely,
  
  Complaint Specialist
  **********************

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