Business Profile

CBD Oils

PureKana

This business is NOT BBB Accredited.

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Complaints

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

Customer Complaints Summary

395 total complaints in the last 3 years.
3 complaints closed in the last 12 months.

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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.

Initial Complaint
Date:06/12/2022
Type:Product Issues
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.
On June 12 at 12:49 PM I placed an order for pure Cana gummys three bottles 2 free. My total **** ended up being $216. I immediately called to cancel this order it was within two minutes I was told that it was already being fulfilled and then I was unable to cancel the order. I again asked and told them that I wanted this complete order canceled they try to get me to buy less or to take more money off my original order but it wasnt a full refund. Eventually they were able to only refund me half of my order which is $108. I want a full refund back Im going to put a stop payment on my credit card which I told her also asked if this was a subscription she said no so I will be checking my credit card constantly to make sure that Im not being charged a monthly fee . My order number 198E2D6608. I would prefer to have a complete refund I would be happy to send whatever theyre sending me back to the company. And again I want to make sure that I will not be charged a monthly fee.
Business Response
Date: 06/13/2022
Hello *******,

We are very sorry for any frustration, inconvenience or confusion this may have caused. We have looked into your order and do see hat you spoke with customer service and they refunded 50% of your order and you are not on a subscription. If you wish to receive a full refund you can refuse the unopened package upon delivery or directly at the post office and this will result in a return to sender; we can fully refund you at that time. We hope that you take a look at our direct website www.purekana.com and view all products that we offer. If we can be of any further assistance please don't hesitate to reach out to us directly via our Contact Us page on our website. Again, we are very sorry.
Customer Answer
Date: 06/13/2022

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:06/11/2022
Type:Service or Repair Issues
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.
So far I have been charged ****** and none of the products in my possession. On may 4,2022 I placed an order for cod gummies. I thought it was a one time purchase and the price was ***** per bottle with 2 free. After I bought it the price came to ******. A few hours later I decided to cancel but when I did they said the order was already shipped and the only way to get my money back was to return the product but I had to pay the shipping. After much back and forth I agreed to pay 50%off.!when I got the package, it was in small bottles with less than the original ad. I contacted them and said I will send it back and get a full refund even though I had to pay ***** for shipping. After a week or so I noticed that they still did not refund me so I contacted them again. They said they couldnt give me a refund until they got the package. That was unfortunate because I lost the tracking number and they say they have a big warehouse so theres no way to find it without the tracking number. After a week with no refund I get an email that another ******* of the same order is being shipped to me. I checked my charge card and saw that there was a pending charge from purekana. I called the credit card and they say they cannot do anything until the charge goes through. Yesterday the charge went through. I called purekana to complain about the new order which I never got. The person said that I had ordered a subscription which is a total lie. Again I was offered a 30%refund off the new charge which is so ridiculous. I asked to speak to a supervisor but she put me on hold and said theres no supervisor around. I told her to have someone call me . So far no call and no package which I was going to refuse to accept when it comes. Im filing this complaint because I feel this company is a scam and giving me the run around. Please investigate them and get these people to treat customers honestly if they can. If anyone asks me about the product or company I will have a lot to say.
Business Response
Date: 06/13/2022
Hello,

We appreciate you reaching out and we are very sorry for any frustration or inconvenience this may have caused. The most recent order is currently out for delivery and the tracking number is below. if you do not wish to keep the order and would like a full refund please refuse the unopened package upon delivery or directly at the post office; this will result in the package being returned to sender using the same tracking number and you can be refunded as soon as the tracking number updates. Again, we are very sorry.

USPS - 9400111899562429735782
Initial Complaint
Date:06/11/2022
Type:Product Issues
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 ordered this product a month ago on may 12 and seen no where on the site that it was for a monthly subscription. Happened to look at credit card statement today and saw a pending charge from PureKana. I called company as soon as I seen this and asked why were there charges. Was informed that I had signed up for a monthly subscription. I told her to cancel my order and that I wanted a refund. She offered me several different options but no full refund. I said how come you cant refund me when the charges are still pending? She stated it was because package was in transit. No way ************** when it hasnt even been 24 hrs since the order was placed. I just want a refund. I will be telling people how awful this company is!********************* *********, ** ***** order ***********
Business Response
Date: 06/13/2022
Hello,

We are very sorry about this! We have looked into your account and we have made sure this order was cancelled and the charge voided. You will not be charged again unless you physically order. We hope that you do love our products and shop our direct website www.purekana.com. If you have any questions please don't hesitate to reach out to us directly via our Contact Us page. Again, we are very sorry for any frustration or inconvenience this may have caused.
Initial Complaint
Date:06/08/2022
Type:Service or Repair Issues
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 have ordered on Saturday, June 4, 2022 5:15pm 2 x $49.97 each, 1 free bottles. The email confirmation was charging for 3 bottle. Have requested full cancellation same day, at 7:20pm! Received an email explaining $49.97x2 = $161, so, I'm actually saving money??? I have cancelled my order AGAIN on Sunday. Items have been shipped on Monday morning! and customer service was laughing of me! How this company is allowed doing 'business" ???
Business Response
Date: 06/09/2022
Hello ********,

We are very sorry about this! You have been refunded in full. We hope that you do try our products and love them. If we can be of any further assistance please reach out to us directly through our Contact Us page on our website www.purekana.com.
Customer Answer
Date: 06/12/2022

Better Business Bureau:

I have received a full refund: returned the package. Thank you BBB for your help!
Still, this entity shouldnt be allowed advertising in the **!
The product cant be any good if they have to push it on people in a this dishonest way.

reference to complaint ID ********

Regards,

*******************************
Initial Complaint
Date:06/06/2022
Type:Product Issues
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 ordered this product a month ago and seen no where on the site that it was for a monthly subscription. Happened to look at credit card statement today and seen a pending charge from PureKana. I called company as soon as I seen this and asked why were there charges. Was informed that I had signed up for a monthly subscription. I told her to cancel my order and that I wanted a refund. She offered me several different options but no full refund. I said how come you cant refund me when the charges are still pending? She stated it was because package was in transit. No way its in transit when it hasnt even been 24 hrs since the order was placed. I just want a refund. I will be telling people how awful this company is!
Business Response
Date: 06/07/2022
*******,

We are very sorry for any frustration, inconvenience or confusion this may have caused. We have looked into the most recent order and we have gotten it cancelled and the charge voided. You will not receive any further charges or product from us. We hope that you do like the product and that you take a look and shop at our direct website www.purekana.com. We care very much about our customers; please reach out to us directly through our Contact Us page on our website if we can be of any further assistance.
Customer Answer
Date: 06/07/2022

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:06/04/2022
Type:Product Issues
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.
The ad was in an app called theSCOOP on my android phone. The product is called Pure Kana CBD Gummies which are 500 mg bottles of CBD Gummies that are supposed to relieve joint pain. The date of the transaction was 06/04/2022. I misunderstood and thought that it advertised for $39.74 for 3 bottles, plus 2 free bottles, plus an additional $10 per bottle to be upgraded to ****mg per bottle, plus no shipping and handling fees, plus tax which was $22.18. The shipment and processing time was supposed to be 2-3 weeks. The total charge would have been $111.92. Upon completing the transaction, I immediately received an alert from my bank for the transaction in the amount of $270.88. I then realized that it was priced at $39.74 PER BOTTLE which would have made the total cost $191.40 which is still $79.48 less than what was charged. Regardless, either amount was more than what I had intended so I immediately called Pure Kana customer support to cancel the order. I was told that 2 minutes had already passed and that the order had already been processed for distribution and could not be cancelled. The representative offered small discounts which would not bring the price down to my originally intended payment. I told them that I believe they are scammers and again demanded the order to be cancelled. I also notified the representative that I would report them and contact my bank to stop payment. The representative on the phone said that she would escalate this to her manager and that her manager would call me back to resolve this dispute. I was not given another option. I was asked if that was ok to which I could only say yes because I was not given another option. Her manager never called back and the total sum of $270.88 was charged to my bank account. The order number is 2E7841F996. My bank offices are closed for the weekend so I may not be able to stop the payment before it gets processed. I will drive to my bank on Monday to try to stop the transaction.
Business Response
Date: 06/06/2022
Hello,

We are very sorry or any frustration, inconvenience or confusion this may have caused. We do see that the order you placed on 6/4 has already shipped. If you do not wish to keep the product you can refuse the unopened package upon delivery or at the post office and this will result in a return to sender and we can then refund you as soon as the tracking reflects that. We hope that you do try the products and love them; we have refunded 30% of your order and that will be back in your account within 3-5 business days. Please don't hesitate to contact us directly if we can be of any further assistance.
Customer Answer
Date: 06/07/2022

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 if I am refunded in full upon returning the unopened shipment.

Regards,

***********************
Initial Complaint
Date:06/04/2022
Type:Service or Repair Issues
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.
Purekana has one of the most deceptive ads Ive ever seen. Their version of buy 3 and get 2 free is just a play on words. Discounted price should not be paying for the 2 free offered. You dont even know what the amount is until you hit the pay button. nowhere in the ad does it state that it is a subscription. You only know when they take another ****** out of your account the next month. Now why would you want 5 bottles every month. Buyers beware.
Business Response
Date: 06/06/2022
Hello,

We are very sorry for any frustration, inconvenience or confusion this may have caused. We have confirmed that the subscription has been cancelled, however, your order has shipped. If you wish to receive a full refund please refuse the unopened package; this will result in a return to sender and as soon as the tracking updates with "refused" "returned to sender" we can issue a full refund. Again, we are very sorry about this and always recommend shopping on our direct website www.purekana.com. Please don't hesitate to reach out to us directly through our Contact Us page if we can be of any further assistance.
Initial Complaint
Date:06/03/2022
Type:Product Issues
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.
Went ro the website for information about cost. When I clicked review order to see the final cost before ordering it place the order instead of reviewing it. I called to cancel the order and was told it could not be canceled because they already created a shipping label. I got scammed. I want my money fully refunded. They said that would not happen. I asked To be transfered to a supervisor and they took my phone number and said a supervisor would call me when one was available. All they offered was a discount. I also was not aware this was a subscription service. That was not mentioned. I do not want a subscription or future shipments. The company is unwilling to help with any of this. This company needs to be shut down before scam anybody else. I my money back and subscription canceled immediately. I am also disputing the charges with my credit card company. There is no guarantee they will be able to get my money refunded. Everyone beware of this company! Do not even go to their website. They will scam you!
Business Response
Date: 06/06/2022
Hello,

We are very sorry for any frustration, inconvenience or confusion this may have caused. The order is unable to be cancelled due to it being in a big shipment ready to be picked up to start transit. If you do not wish to keep the package, when it is delivered you can refuse the unopened package. That will result in the package being returned to sender and as soon as the tracking number updates as "refused" and returned to sender we can issue a full refund. We always recommend shopping on our direct website www.purekana.com. Again, we are very sorry for the frustration this has caused.
Customer Answer
Date: 06/06/2022

What happens if it is delivered and I am not home to refuse it? My town has no shipping stores that can scan it and **** it as refused.The order never should have been placed. The account that was charged has been closed due to this scam. How will my money be refunded? Any order should be able to be canceled. I requested it be canceled within a reasonable amount of time.
Business Response
Date: 06/07/2022
The order will be delivered by ***** If you are not home when they deliver you can take the unopened package to your local post office and tell them you refuse it and to return it to sender.
Customer Answer
Date: 06/14/2022
MY LOCAL POST OFFICE SCANNED THE PACKAGE AS REFUSED ON THURSDAY, JUNE 9TH. HOW LONG DO I HAVE TO WAIT FOR THE REFUND? I WAS UNDER THE IMPRESSION THAT ONCE THE TRACKING SHOWED IT WAS REFUSED THE REFUND WOULD BE PROCESSED, NOT WHEN THE PACKAGE MADE IT BACK TO THE COMPANY.
Initial Complaint
Date:06/02/2022
Type:Service or Repair Issues
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.
On 6-1-2022 I placed an online order which was deceiving. I thought I was paying $39 and it charged over $200. I called the number provided and was told it could not be canceled and there wasnt a supervisor to speak to. I declined the charge on my credit card and hope this will end my relationship with Pure Kana. I perceive this as a massive scam.
Business Response
Date: 06/03/2022
Hello *****,

We are very sorry for any frustration or inconvenience this may have caused! Your order has already shipped so it is unable to be cancelled and refunded in full. You were refunded $75.11 and if you do not wish to keep the product you can refuse the unopened package upon delivery. This will result in a return to sender and you can be fully refunded. Again, we are very sorry and we hope that you try the product and love it.
Initial Complaint
Date:06/02/2022
Type:Sales and Advertising Issues
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 was deceived by the company PureKana. Their advertising is false for the buy 3 get 2 free. It was just a reduction in price of all 5 bottles. They advertise a 60 day money back guarentee which is not accurate. I'm not even able to access my account any more to talk to any one. I spent $200 on product that is just a glorified sugary gummy. This company should be put out of business.
Business Response
Date: 06/13/2022
Samantha,
We are very sorry about this! We have looked into your account and show that you were refunded on June 3rd and your money should be back in your account very soon if it isn't already. The order was cancelled and you are not on a subscription. We hope that you take a look at our direct website www.purekana.com and if you have any questions please don't hesitate to reach out to us directly by our Contact Us page on our website. Again, we are very sorry for any frustration or inconvenience this may have caused.

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PureKana is NOT a BBB Accredited Business.