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:09/25/2024

  Type:Order Issues
  Status:

  UnansweredMore 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 CBD drops for my cat. I entered a 50% off code that showed the discount on checkout. Then the site led me through several pages of additional products to purchase and then was prompted to pay now for the things I wanted with no price quote. I expected that the 50% price was still valid. To my surprise I was charged full price despite having the discount code for 50% off.

• Initial Complaint

  Date:07/12/2024

  Type:Product Issues
  Status:

  UnansweredMore 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 requested twice for Medterra to delete my personal data in line with my privacy rights, but they have not responded appropriately. Despite informing them that I would file a complaint with the BBB, they only offered to remove me from an email list that I was not even subscribed to. I seek assistance in ensuring my personal data is fully deleted from their servers as requested.

• Initial Complaint

  Date:05/12/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 from Medterra and they said it was delivered but it never was. They are acting like its my problem and I have to find out from **** what happened.

• Initial Complaint

  Date:05/06/2024

  Type:Delivery Issues
  Status:

  UnansweredMore 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 THC free products from Medterra. I had to take a drug test for work and my drug test came back positive for THC. There is nothing on the website that says that could happen. I called customer service and told my employer would need to do a THC panel which I said there is nothing on the website that says this. All she kept saying was that there were doctors lawyers and police officers who use this product with no issues.

• Initial Complaint

  Date:01/07/2024

  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.

  Medterra changed their checkout routine. They added "extra" product offers during checkout. They have decline offer button or the recognizable CONTINUE blue button. They do not offer "YES" button to accept the offer and add to your cart. This is deceptive!!! I pressed the CONTINUE button thinking I was CONTINUING to purchase my selected purchases only to find that all the offers were added and charged to me. I immediately tried to call their customer service to cancel my order but they were closed. I then immediately sent an email requesting the order be canceled. I received a response AFTER my order shipped and was told they were on vacation and are only now responding. I am reporting this company for deceptive practices and lack of remedy.

  Business Response

  Date: 01/08/2024

  ***** reached out to our customer support outside of our business hours to request the cancellation of order MC836645. Unfortunately, the order had already been shipped by the time we processed her email, making cancellation impossible. The supplementary options available at checkout come with significant discounts, and customers have the choice to accept or reject these offers. It remains the customer's decision to decline the add-on offers if they prefer not to include them in their order. In *****'s case, she was recommended to return the undesired add-on items for a refund.
  
  

• Initial Complaint

  Date:11/16/2023

  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 receive a product that I CANNOT OPEN due to arthritis in both hands. I have bought products before from *********** all had regular lids. when I called with questions before ordering, I was not made that this would have vice-grip, unopenable lids on them. If they had to send them ***** the mail with these "push down & twist" lids, they still should have sent regular lids in the order that I could replace on the product once it was received by me & in my possession. I live alone & have no one to open the container for me every day!To top it off, I was told by the company that I would have to PURCHASE a return label to send the product back - uh, no way I am going to incur an expense when I have spent quite a bit of money with this ************** never made me aware prior to purchase that I would need a crowbar to open it...PLUS a "push down" lid would not prevent someone else from opening them if they stole them from the mail; so it provides zero safety from others getting into it, except seniors with bad arthritis! they are shipping THC products with no signature required, - product is left in mailbox 100 ft. from the house, right by the road, so anyone can take it/get their hands on it anywhere along their thousands of miles since it shipped all the way on the other side of the country. additionally, they refused to transfer me to a manger & hung up on me - totally unacceptable!

• Initial Complaint

  Date:08/29/2023

  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 had received a promotion to place an order through this company. I placed my order this morning and realized I used the wrong card (it was a working card but not the one, I wanted to use- its saved in my phone wallet and I selected the wrong one). I immediately contacted the company trying to remedy the problem. The representative I spoke to in chat, ******, said they could cancel my order, but the discount code could not be reused. They did not provide any solutions to keep the sale or customer, with the discount code no longer being valid so I asked to speak to a supervisor. They informed no one was available but they said they would get the order cancelled. I said immediately not to cancel the order until I spoke with a supervisor but they said the only option was to cancel it and cancelled anyway. After cancelling the order when I said not to cancel, probably realizing they made a mistake, they offered to invoice me to use a different card, once I understood they would be invoicing me for the discounted amount, I agreed. When I said I would still like contact information for a supervisor they refused to invoice me and said they would have the supervisor contact me. This was not okay to me, they cancelled the order when I said no, then said they would invoice me and were now refusing to, so I mentioned the BBB and they disconnected the chat. I tried to chat back in and was disconnected two more times by ******, who seems to be the only representative on their chats.

• Initial Complaint

  Date:03/08/2023

  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 emailed this company 3 times to cancel my order but they sent it anyway and it overdrafted my account.

• Initial Complaint

  Date:07/20/2022

  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.

  I went to the Medterra website to order a 30-day supply of CBD gummies for sleep. I only wanted the 25 MG and the price is $27.99 with a subscription. But, I had rewards points that dropped the price to $3.23. So, I made the order. My debt card was charged $3.23 instantly. This was on 7/19/2022. Just after midnight on 7/20/2022, I was charged for another order at $30.23. I received a consumer alert just before 2:00 AM. I immediately went to the Medterra website and canceled both orders since the second order was unauthorized. I have the email receipt for the ticket opened for this order.The total dollar dispute is $33.46. Date of transaction: 7/19 and 7/20. I was spammed repeatedly by this company with all kinds of "special deals" on their products. I will contact multiple government and private agencies concerning this company. I contacted chat support around 9:00 AM Pacific Time to confirm these orders were canceled and to get my money back. They said I could not have a refund and the orders were shipped. However, these orders are showing on their website as having not been shipped. The person in customer support said I would need to talk to their supervisor and the supervisor was out of the office until tomorrow. This is a company with an A Plus BBB rating. Yet, when companies are squeezed, they will try to cheat customers regardless of reputation. I DO NOT want the orders from this company. I only placed one order and was charged for two. How could I trust the product after the company has shown it can not be trusted? I canceled these orders immediately. The person from support said, "we aren't here in the middle of the night so I couldn't have canceled." I said, if you can make unauthorized charges to people's credit/debit cards in the middle of the night, you need to be there, or at least check your email first thing. I will repeat, the person in support lied about the items having been shipped. I have screen shots that prove this.

  Business Response

  Date: 10/26/2022

  Hello,

   

  A manager responded to **** on 10/10 with the following, we have no received any communications since: 

  It appears you created two separate subscriptions on July 19th. Please reference the attachments provided for you below. From your explanation, it sounds like you did not intend to create a reoccurring order. Your only intention was to create a one-time purchase and use reward points, correct? If you do not wish to subscribe and save at checkout, be sure to choose 'one-time purchase' to avoid automatic, monthly payments and orders. Due to the confusion and inconvenience this has caused, I have refunded both orders for a total of $33.46. You will see these refunds reflected on your payment method within the next 5-7 business days. 
   
  Unfortunately, I was unable to cancel both orders before they shipped. Our orders synch to multiple systems once the are processed on our online store. If your orders have made it to all of those systems by the time we get to your order, it is unfortunately too late for us to cancel them. Even if your order does not yet show tracking information, it is more often than not too late for us to cancel it because our synching times work very quickly. Keep both orders on us. If you no longer want them, simply write 'RETURN TO SENDER' on the packages once they are received and drop them off at your local post office. With that being said, both subscriptions have been canceled. 

  Thanks,

  ******