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Complaint Details
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Initial Complaint
07/21/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I placed what I thought was a one time order for vitamins. I made sure to check that I was not signing up for a subscription because I know how scammy some of these sites can be and it said if I wanted to sign up for a subscription click here. I was charged for another order of $204 and when I went to their website to cancel the subscription and the order and issue a refund the customer service agent said it was too late and its been processed and cant be reversed. This was through a live chat. I proceeded with the conversation but he ended it. Very unprofessional company. Please be aware. Do not order from them!
Business response
07/22/2024
This customer reached out to our support team on 7/15 requesting to cancel their order. Our support team responded on 7/15 and let them know once an order is processed we are unable to edit or cancel. However, we went ahead and processed a one-time courtesy refund.
We apologize for the confusion. Orders placed on our site automatically sign you up for our subscription, which is outlined at checkout. Your order will be processed every 30 days, and you'll receive a reminder email a few days before each order is processed. In regards to their order they received a reminder email on 7/12 letting them know the order would go into processing on 7/15. However, for people only interested in one month, we make it easy to cancel directly from your account page at anytime.Initial Complaint
07/11/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
My debit card was fraudulently used to make two purchases with this company on 7/5/2024. I contacted the company to let them know I did not make the purchases and provided them with the last 4 numbers of my card to look for the transactions. I also requested the name that was used in connection with the order and they would not cooperate. They lied and stated they could not locate the account information I was requesting. The payment showed up on my bank statement as a "saved card number". If they are transmitting the fact that it was a saved card number, they will be able to find the account that made the purchases, the names, and the billing/shipping addresses provided. I know they will not be me but they also refuse to refund my transaction. Debit card fraud is notoriously difficult to sort out and with companies like this, it is absolutely unbearable.Business response
07/16/2024
Thank you for your letting us know. We recommend following up with your bank for additional information and assistance with billing concerns.Customer response
07/18/2024
Complaint: 21957041
I am rejecting this response because:
throughout this whole process, the main response from this company was that I needed to contact my bank for more information. I worked with my bank every step of the way and I was told your company needed to reverse the charges. I was finally able to get my money back but if I had been in a pinch, it would have been even more of a nightmare. You do not have any kind of phone customer service which is a huge red flag. Supposedly you could only look up the transactions with a valid email which turned out to be a lie. *** spent enough time working with different companies and their records management systems that you can look up transactions a large number of ways. Even after I told them my account information was stolen to use the purchase. No one was willing to help. This response from you is typical of the customer service you provide and the lies you sell. I am still requesting the original receipts from the original transaction.
Sincerely,
*******************Business response
07/30/2024
Although we dont have a phone team, customers can reach us via live chat or email. The account has been blocked to prevent future orders, following our protocol. As a result, we can't send receipts. However, the customer has been fully refunded and should follow up with their bank for any further questions about the charges.Initial Complaint
06/07/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I've been charged $216 since December on my corporate Amex when I've never signed up for anything. They somehow stole my CC information and keep charging my card and because I don't have an account I can't cancel it. When I call the number listed it tells me to email the company. I'm waiting on their response because I don't want to get a new CC and have to change all other accounts because of this company!Business response
06/07/2024
Thank you for sharing your experience. Were here to assist. We are having a bit of an issue locating an account under your information. Please check your inbox as our team has reached out to you for more information.Initial Complaint
06/07/2024
- Complaint Type:
- Delivery Issues
- Status:
- Answered
Shady Business Practices - I tried to cancel my subscription but the only option I had was to delay shipping which I selected. Like many others, I did not receive any notification about billing, only an email indicating that my product had shipped.I immediately contacted customer service, back and forth with customer service emails telling me that I had not cancelled and returning the product was not possible. I told them I would refuse delivery and write return to sender on the package and file a chargeback with my credit card. I told them legally they cannot charge me for a product I refused, tried to cancel and had returned. But, I only received another canned response saying they dont accept returns. Its apparent these customer reps are offshore because they dont understand refusing delivery or chargebacks.Currently, I am waiting for the package to arrive so I can document the refused delivery with photos and retain a drop-off receipt showing return tracking and delivery to the sender for the dispute proof with my card. Seeing all the multitude of complaints on here with similar issues, this company is well aware of the issue. Shame on this company for NOT providing good customer service. This has been the WORST US company I have tried to deal with in years. They dont understand good customer service. While the *** is being cheap in hiring offshore representatives, in the long run the company will continue to lose business and harm to the companys reputation. If the product had been of higher value, I would have considered pursuing a class action lawsuit. The company must be held accountable for the inconvenience and frustration caused to customers. I may even contact the attorney general to ensure this issue is addressed. Companies should not be able to evade consequences for such practices.Business response
06/07/2024
This customer reached out to our support team on 5/25, requesting assistance canceling their order and subscription. Our support team responded on 5/25 and let the customer know that while we are able to assist with canceling the subscription, orders cannot be canceled after they are processed, which is why we advise making any updates at least 24 hours in advance, as listed on our site. We make it easy to cancel directly from your account page with the steps listed in our FAQs. On 4/30, the customer was able to snooze their subscription from processing on 5/03 to going through on 5/24. With this change, they also updated their subscription items. Each subscription update included a confirmation email, which outlined when their next order would be processed, shipped, and delivered.Customer response
06/17/2024
Complaint: 21778575
I am rejecting this response because:I did try to cancel online and the system did not give the option to cancel (only snooze). The snooze date was pushed back by more than a month. Was not notified of shipping until after the item had shipped. Immediately emailed customer service to let them I know I tried to cancel but unable to and would be refusing and returning the product since the company refused to cancel current shipment. **************** told me they didnt believe that I was trying to cancel, WOW! *** never had a company make my decision for me and telling me what I want. I absolutely did NOT want the product!!!!!! If I did, I would not have refused and sent back.
Photo of package with refusal attached.
Ritual cannot legally charge me for a product I refused and sent back.
Regards,
*****************************Business response
07/15/2024
We appreciate you letting us know. Your second order has been refunded and I can confirm your subscription is canceled moving forward. Feel free to reach out to us at ***************************** if you need further assistance.Initial Complaint
04/21/2024
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Answered
I subscribed for symbiotic plus back in February 19, did not like the product so I cancelled. Today I received the product in the mail 4/16. I immediately contacted costumer service and asked for a refund/return and to make sure Im not being charged again in the future. They proceeded to say I couldnt get a refund because it was over 30 days and to enjoy the product. Was super passive aggressive as I had mentioned I didnt like the product.Business response
05/14/2024
This customer reached out to our support team on 4/16 stating she thought she canceled her subscription and had just received a new order. Our support team responded on 4/16 and confirmed we canceled the subscription for her on 4/16 so she will not receive any additional orders. She then requested a refund and we let her know her order is outside of our return policy as listed on our site. Additionally, it looks like she adjusted her subscription on March 20th to have her next order process on April 10th which is when the new order began preparing to ship. We also sent out a reminder email on April 8th letting her know the order was planned to process on the 10th and any edits or cancelations should happen before then.Initial Complaint
04/15/2024
- Complaint Type:
- Billing Issues
- Status:
- Answered
I signed up to get vitamins and probiotics at a monthly rate of ****** plus tax, with a grand total just under 142. In the agreement the stated price was as stated above every ********************************************************** a one month offer, nor expected to be increased. Yesterday, only the second time I have been charged for the subscription, I was charged almost 50 dollars more for the subscription and am not being told anything other than that was a promotional price and only for the first month, and no explanation is being offered as to why I agreed to only be paying ****** per 30 days, plus tax. I am attaching a screenshot of the charges that I accepted to my account. I will be reporting all further amounts as fraud to my bank. I have notified the company of this as well.Business response
05/14/2024
While reviewing this customers account, it appears that they are due a refund. I have issued this as of today, 5/14, and it will be visible on their statement within 7-10 business days, depending on their banks processing timeframe.Initial Complaint
04/15/2024
- Complaint Type:
- Delivery Issues
- Status:
- Answered
On March 21, 2024 I cancelled my subscription with Ritual. Then on March 27, 2024 I receive an email that my order has been shipped and my credit card has been charged. I forward proof that I had already cancelled my subscription a full week prior and they claim the order was processed the day before the cancellation. Very shady business practices. Why am I receiving a confirmation email supposedly a week later than this process charge. Company needs to reverse the charge and stop being shady.Business response
04/23/2024
This customer reached out to our support team on 3/27, requesting assistance with canceling an order that had already been processed. Our support team responded on 3/27 and explained their order was processed on 3/20 and they canceled their subscription on 3/21. Our team let the customer know that once an order is processed, we are unable to cancel it. Additionally, we explained canceling your subscription only cancels future orders and not orders that have gone through. This is noted on their account page and our site FAQs.Initial Complaint
04/15/2024
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Answered
I am very tired of Ritual's automatic renewal of subscription without any email notification. There is also absolutely no way of closing an account on your own, you have to message their team to get your account permanently deleted. It seems like they force-feed their vitamins on you. I also had bloating issues and minty burps after consuming their vitamins.Business response
04/23/2024
This customer reached out to our support team on 3/25 requesting to cancel. Our support team responded on 3/26 and confirmed they successfully canceled their subscription on 3/25 and processed a courtesy refund. Additionally, I am able to confirm they received an email alert about their upcoming order on 3/22 and the order shipped on 3/24. We advise that customers make any order edits or cancel at least 24hrs before the set processing time.Initial Complaint
04/15/2024
- Complaint Type:
- Order Issues
- Status:
- Answered
I canceled my subscription with this company and they still sent my order out. They refuse to take my order back or refund me.Business response
04/23/2024
This customer reached out to our support team on 3/22, requesting assistance with returning an order. Our support team responded on 3/22 and let them know that our refund policy covers your first order for 30 days from the point of purchase. However, as a one-time courtesy we went ahead and refunded their most recent order.Initial Complaint
04/15/2024
- Complaint Type:
- Order Issues
- Status:
- Answered
Ritual.com charging me on my **** every month $68.29 and send me vitamins the one I didnt subscribed for monthly .Why are they charging me for I didnt even ask I want them to STOP charging me I dont want to buy multivitamins.Business response
04/23/2024
We do our best to make it clear upfront that Ritual.com is subscription-only, as noted during the checkout process and in the order confirmation email you receive after purchase. We are unable to locate any conversations between this customer and out support team. However, I was able to locate their account and can confirm they canceled their subscription online on April 19, 2024. They will not be billed or shipped any additional orders moving forward.
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Customer Complaints Summary
46 total complaints in the last 3 years.
28 complaints closed in the last 12 months.