Complaints

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:04/10/2025

  Type:Billing 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.

  Company won't stop my subscription and keeps charging my card.

• Initial Complaint

  Date:04/01/2025

  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.

  This company double charged my credit card for $650.25 and is neither reimbursing me or answering their phone

  Business Response

  Date: 04/07/2025

  Dear Ms. ************* sincerely apologize for the inconvenience and frustration this issue has caused you. We understand how upsetting it must have been to see a duplicate charge of $650.25, and we want to assure you that this was not intentional.
  

  After looking into the matter, we found that the double charge occurred due to a processing glitch related to the launch of our new website. As soon as we became aware of the issue, our **************** team took immediate steps to correct it. ******* from our team reached out to you directly to help resolve the situation and ensure the appropriate refund is being processed.
  

  We truly value your business and are committed to making this right. If theres anything more we can do to assist, please dont hesitate to let ******* or our team know.
  

  Thank you for your patience and understanding.

  Regards,

  Metagenics Customer Experience 

  
  

• Initial Complaint

  Date:03/17/2025

  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 was ordering online and met the purchase requirement for free shipping, but it did not reflect in my total. I called Metagenics and their hold time is ridiculously long! The representative stated that I met the requirements and asked that I email her the order. I sent it to her and she acknowledged receipt. She was working on crediting me for 40 minutes. I told her that I could not wait on the phone all day. She told me that she would finish processing the credit and she would call me back to get my credit card number. She never called me again. I emailed her asking if she processed the refund. I received no reply. I called again the following Monday to check on the status of my refund. The hold time again was ridiculous. The representative had an attitude. I would like contact from a supervisor before I decide if I will close my account.

  Business Response

  Date: 03/25/2025

  Dear Mr. ******************** you for taking the time to share your experience. Im truly sorry to hear about the challenges you encountered, including the extended hold times, lack of follow-up, and the overall negative experience with our team. This is not the level of service we strive to provide, and I apologize for the frustration this caused.
  

  After reviewing your case, Im happy to confirm that the refund for your shipping charge was processed last week. However, I completely understand that the process should have been smoother and more efficient.
  

  To help make things right, our customer service lead has sent you a complimentary product as a token of our appreciation for your patience and continued business. Theyve also provided their direct contact information to ensure that any future concerns are addressed promptly.
  

  We value your trust and are committed to improving your experience moving forward. Thank you again for your patience and for giving us the opportunity to make things right.
  

  Sincerely,
  ***** ******
  Sr. ********* ****************************start="1116" data-end="1119"> Metagenics

  Customer Answer

  Date: 03/25/2025

  
  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:01/20/2025

  Type:Delivery 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.

  Date of Transaction:Starting from December 29, 2024, I attempted to place orders multiple times, but each attempt was rejected.First Contact with Customer Service:On January 2, 2025, customer service informed me that my order was rejected due to the use of a foreign IP and international credit card. They suggested I have a U.S.-based friend place the order with a U.S. credit card.Subsequent Attempts:On January 2, my friend placed the order using a U.S.-issued credit card, and the payment was successfully processed. However, the order was canceled on January **** friend contacted customer service, who advised them to re-register and place a new order.The new order was rejected.Nature of the Dispute:My account was flagged for suspected reselling due to the use of a foreign IP and international credit card.Despite explaining that I purchase small quantities of products for personal family use, I was still accused of reselling. The total quantity I order is minimal, enough for my family for one year, which makes it absurd to label me as a reseller.I have sent multiple emails to ************************************ starting from January 13, 2025, but have not received any response.Request for Resolution:I request that you restore my ability to place orders using my foreign IP and international credit card, and remove any restrictions on my friends U.S.-issued credit card.I request an apology and appropriate compensation for the inconvenience and frustration caused by this unjust situation.I ask that you review and improve your anti-fraud system, as the current system seems overly strict and lacks proper consideration for long-term customer history. Additionally, please work on improving your customer service to provide timely and effective support.

  Business Response

  Date: 01/22/2025

  Dear ***** Gu,
  

  Thank you for bringing your concerns to our attention. We sincerely apologize for any inconvenience or frustration youve experienced while attempting to place your orders.
  

  At Metagenics, the protection of our customers is one of our highest priorities. To ensure this, our system is designed to automatically block activities that may appear suspicious, especially for large international orders. This is done with the best intentions to safeguard our customers against potential fraud.
  

  After a thorough review of your account and transaction history, our management team has determined that you are acting in good faith and simply wish to purchase our products for personal use. We appreciate your loyalty and patience throughout this process.
  
  Our **************** Supervisor has collaborated with our IT and security teams to resolve this matter. As of now, the restrictions on your account have been lifted, and a new order has been successfully placed. We hope this resolution meets your expectations and restores your confidence in our services.
  
  We recognize the importance of continuously improving our processes, including the review of our anti-fraud measures, to balance security with customer convenience. Your feedback is invaluable, and we will ensure it is shared with our leadership team as part of our ongoing efforts to refine our systems.
  
  Once again, we deeply regret any inconvenience this situation has caused you and your family. If there is anything else we can assist you with, please feel free to contact our **************** team directly at ************************************ or ************, Option 1.
  
  Thank you for your understanding and for allowing us the opportunity to make this right.
  
  Sincerely,
  Metagenics **************** Leadership Team

  Customer Answer

  Date: 01/26/2025

  Dear 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.

  Thank you for your assistance in facilitating this resolution.
  
  Regards,
  
  ***** Gu
  
   

  
  

• Initial Complaint

  Date:12/10/2024

  Type:Delivery 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 changed my regular subscription ship date to 12/09 around 9 am due to my travel plan. Normally, the order and invoice (# Meta-US21910598100) will confirm same day in the afternoon, but I didn't receive it, so I checked and confirmed order, then I found it was wrong order and wrong items, I tried to cancel from website, couldn't. I tried to call customer service, but it was after 5 pm, nobody pick up the phone. I called this morning (9 am) and talked to ***** tried to cancel the order (# Meta-US99510597332). ***** told me when I place order then I can't cancel it unless I call right away, but it was after working hour on 12/09, nobody answer the phone. So I have take it anyway. I feel, if you haven't ship it out yet, you should be able to cancel the order. I ask ***** to request a Supervisor to call me, but no one call.

  Business Response

  Date: 01/09/2025

  Hi - 

  Could you please update this case?  We did resolve the issue w the customer 12/23 after several attempts of contact.  

  Thanks

  
  

  Dear ****-*** Kan,

  Thank you for bringing your concerns to our attention. We understand the importance of resolving issues promptly and appreciate the opportunity to address yours.

  Were happy to confirm that your requested resolution has been fulfilled. A complimentary unit of PHYIR and EPATG120 has been ordered with standard shipping (Order #Meta-US92110640101). The order details were shared with you directly, and we trust this meets your expectations.

  If theres anything further we can assist you with or if you have additional questions, please dont hesitate to reach out. We value your satisfaction and appreciate your patience and feedback throughout this process.

  Thank you for allowing us the opportunity to make this right.

  Best regards,
  ***** ******
  Sr. Director, Customer Experience
  **********************

  
  

  
  

  
  

  ***** ******

  Director, Customer Experience

  ************ Office

  Customer Answer

  Date: 01/09/2025

  
  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,
  
  ****-*** Kan
  
   
  

• Initial Complaint

  Date:10/14/2024

  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 received no fewer than three email advertisements sent to my email ********************************** from Metagenics advertising their 30% off sale scheduled to end 10/11/2024. I decided to place an order, using the same email address. My credit card was charged. Hours later my order was cancelled for no reason. I believe that Metagenics is involved in fraudulent business activities/practices, bait and switch, false advertisement, harassment, intimidation, trolling and discrimination.

  Business Response

  Date: 10/22/2024

  Dear *** *****, 

  Thank you for reaching out and sharing your concerns. We sincerely apologize for any frustration or confusion regarding your recent order and the promotional emails you received.
  Upon reviewing your order, we found that it was flagged by our system for potential fraud due to a discrepancy in the email address used for the order versus the one we had on file for sending promotional emails. This automatic safeguard is in place to protect both our customers and our business from fraudulent activity. Unfortunately, this led to the cancellation of your order.

  We want to emphasize that Metagenics is not involved in any fraudulent or deceptive practices. Our intention is to ensure that all transactions are secure and handled with integrity.
  To resolve this, we would like to connect with you directly so we can review your order and ensure everything is processed correctly. Once were able to reach you, well also be happy to discuss and apply a discount to your next order as a gesture of goodwill. We have made multiple attempts to reach you at the phone number provided. If there is a different contact number and preferred time to call, please let us know. 

  Once again, we apologize for any inconvenience and appreciate your understanding.
  Sincerely,

  Metagenics Customer Experience

• Initial Complaint

  Date:10/04/2024

  Type:Delivery 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 purchased some supplements from this company and called them after a few minutes (less than 5 minutes) after the order was placed online. I spoke to a representative and the representative canceled my order, but later I received the package in the mail. I contacted them again informing them asked why they still sent the package and they requested that resend the package back to them. After they received it, they refunded me for only the products and not the shipping. I feel this unreasonable for them to not refund the entire amount since I had made the proper steps to prevent them from sending this order to me. I am requesting the shipping cost and they are refusing the give this to me.

  Business Response

  Date: 10/07/2024

  
  Dear ***** ***,

  We hope this message finds you well.
  

  Regarding your order Meta-US4086990512 placed on November 14, 2021, we understand that you have requested a refund for the shipping charges. Our records indicate that the return was successfully processed, and the refund for the product was issued once it was received.
  

  We have made several attempts to contact you to resolve your concern; however, our calls have been directed to voicemail, and unfortunately, your mailbox appears to be full, preventing us from leaving a message.
  

  To move forward with resolving this issue, please provide us with an alternative method of contact, such as a different phone number. We are committed to addressing your concerns and ensuring a satisfactory outcome.
  

  Thank you for your patience, and we look forward to your response.

  Metagenics Customer Experience

  Customer Answer

  Date: 10/08/2024

  I talked to a customer service rep ****** she informed me that she is unable to provide the refund despite me being instructed that the refund was going to be made when I call in to the customer service number.

  I do not see a missed call from *************** please provide the date and time and number Metagenics reached out.

  Business Response

  Date: 10/15/2024

  Dear ***** ***,

  Its my understanding that we were able to get in touch with you, and you decided to receive a product in place of a refund for the shipping charge. Were glad we could reach a resolution that works for you.
  

  Please dont hesitate to let us know if you need anything else in the future. Were here to ensure you have the best experience with us.
  

  Thank you again for your continued support.

  Best,

  Metagenics Customer Experience

• Initial Complaint

  Date:09/03/2024

  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.

  No response in trying to return product.Ive emailed company 3 times now.

  Business Response

  Date: 09/03/2024

  Dear *******************************,
  Thank you for bringing this matter to our attention through the Better Business Bureau. We sincerely apologize for the delay in responding to your request to return the product, and we regret any frustration this has caused.
  

  We have processed a full refund for your order. If it hasnt appeared on your statement yet, it should be reflected very soon. Additionally, you are welcome to keep the unused portion of the product. We strive to provide excellent service, and we are truly sorry for any shortfall on our part in handling your request to your satisfaction.

  We value your feedback as it helps us improve, and we hope to have the opportunity to serve you better in the future. If you have any further questions or need additional assistance, please don't hesitate to reach out.
  

  Sincerely,

  Metagenics Customer Experience 

• Initial Complaint

  Date:01/27/2024

  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.

  Ive had multiple issues with Metagenics deliveries. The most recent was an Amazon order in an attempt to receive the product in a timely manner. The product sent was incorrect and it toll 6 days to arrive, when contacting Metagenics they said someone would contact me. Ive only had a request for the screenshot of the Amazon order. The seller nor Metagenics is making any effort to correct the situation. Its unacceptable and with amount of products on the market, they should be out of business! Do not purchase through their website they will send product charge you for ice that is melted because it will take 2 weeks to arrive. This company has bad business practices and takes zero responsibility for their poor customer service and lack of communication. Buy from anyone else youre wasting your time here and will spend a fortune on product that arrives late, and incorrectly. You as the customer are tasked with explaining yourself multiple times until finally its simply not worth it. Im very disappointed in Metagenics and if this I how they treat their customers imagine whats actually happening during manufacturing. Shame on you!

  Business Response

  Date: 01/30/2024

  Dear ********************,
  I hope this message finds you well, albeit I regret to learn of the frustrating experience you've encountered with Metagenics deliveries, particularly with your recent Amazon order. Please accept our sincere apologies for the inconvenience and frustration this situation has caused you. We deeply value your feedback, and I want to assure you that we are taking your concerns seriously.

  I understand that receiving the incorrect product and encountering delays in delivery are not the standard of service we strive to uphold at Metagenics. We acknowledge the breakdown in communication and the delay in addressing your issue promptly. Your experience does not reflect our commitment to providing exceptional customer service, and for that, I am truly sorry.

  We have attempted to reach out to you via email to address the matter and ensure that your concerns are resolved satisfactorily. However, we encountered difficulty in reaching you due to an incomplete phone number provided. Please know that we are committed to resolving this issue and ensuring that your experience is rectified promptly.

  Your satisfaction as a customer is of utmost importance to us, and we are committed to restoring your trust in Metagenics. Our customer experience supervisor ******* emailed you yesterday to follow up. If you could respond there with your complete phone number, she will contact you right away to ensure this is resolved. 

  Once again, I apologize for the inconvenience and frustration you have experienced. We genuinely appreciate your feedback, as it helps us to improve and deliver a better experience for all our customers.
  Thank you for your understanding and patience in this matter. We look forward to the opportunity to regain your confidence in our products and services.

  Yours In Health, 

  Metagenics Customer Experience

• Initial Complaint

  Date:12/23/2023

  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.

  10-14-23 Date of initial transaction 10-20-23 Date I initiated a request to return all items ordered on 10-14-23 (9 items in total)10-20-23 I Was emailed the *** return label after asking gentleman if that *** included all 9 items several times and he assured me it did. 11-3-23 I was notified my return had been received and I was only issued a partial refund which was issued 11-3-23. Shortly after noticing only a partial refund, I called customer service. ***** told me after many phone conversations that my *** only included 6 of the 9 items I had returned. He further explained that receiving took the liberty of manipulating my original order and added those 3 more expensive items returned to the lowest priced items on that order. So yes, they falsely manipulated my original order at the time of receiving the return and believe it or not the original order has been manipulated again at least one additional time since having all these conversations with customer service. None of these manipulations have been to reflect the exact original order or my exact returned items. I have spoken with representatives ***** and ******* many times over the last 7-8 weeks and I was told they have IT working on it and they have accounting working on it. And all the info has been sent to these departments and a supervisor has signed off on the remaining refund of $94.62 I am still owed and it has been sent to accounting to process the remaining refund. After a couple more conversations with **************** was told that accounting is very backed up but her supervisor would sign off on it and have a rush put on my refund. Also that it would happen on or before 12-4-23. Its now 12-23-23 and Still nothing!!I have been a customer with ******************** since 2015. I expected better. I simply want the remaining portion of my refund from all items returned.

  Business Response

  Date: 01/02/2024

  Dear ******,

  I hope this message finds you well. I am writing to address the recent delay in processing your refund and to offer my sincere apologies for any inconvenience this may have caused. We understand the frustration and disappointment this situation has likely caused, and I want to assure you that we are taking immediate action to rectify the issue.
  

  Upon investigating the matter, it has come to our attention that miscommunication and system glitches on our part were the root causes of the delay in processing your refund. We acknowledge the impact this has had on your experience with Bariatric Advantage, and we are committed to making things right.
  

  I am pleased to inform you that your refund check was mailed on December 4th, and we have taken additional steps to address the delays in our system to prevent similar occurrences in the future. We understand the importance of a timely resolution and have assigned a dedicated team to monitor the progress of your refund.
  

  To further express our commitment to resolving this matter and ensuring your satisfaction, our Customer Experience Manager has reached out to you personally. If there are any specific concerns or additional feedback you would like to share, we encourage you to connect with our Customer Experience Manager directly. Your feedback is invaluable to us, and we are determined to learn from this experience to improve our processes.
  

  Once again, we sincerely apologize for any inconvenience this delay has caused you. We appreciate your understanding and patience as we work diligently to rectify the situation. If you have any further questions or concerns, please do not hesitate to contact our Customer Experience Manager or our customer support team.
  

  Thank you for being a valued customer of ********************. We look forward to restoring your trust in our services and providing you with an improved experience in the future.

  Bariatric Advantage Customer Experience