ComplaintsforTru Niagen

• Initial Complaint

  07/18/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I was charged for my order and it never shipped out. I reached out to the company on 6/29 who confirmed it was never shipped out so they will reship my order (at no charge). They also offered me a promo deal for a subscription. I replied on 7/2 and said I would like my refund. I've reached out again on 7/11 and still haven't received a refund for my order that was never shipped out.

  Business response

  07/18/2024

  Dear Better Business Bureau -
  
  Thank you for your message. 
  
  In accordance with the customer's request, ********************** has processed a refund for the customer. 
  
  The refund confirmation number is:
  MHKZHBGPV8H5ZLF6
  $44.00 via AMex
  
  Thank you for communicating your concerns to ChromaDex.
  
  Sincerely, 
  
  ****************** ****************************** ****

  Customer response

  07/18/2024

  
  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

  11/23/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  You as a member of the public are advised to NEVER give this company Tru Niagen your email address. Never! They will refuse to deactivate your email address after youve complained and unsubscribed, years after signing up which lets you know they never get rid of email addresses. Not only that, Ive never bought anything from them yet they continue to spam my email address. Major losers here. These little kids at this company thinks they can keep sending you unwanted spam emails under the pretense that youll play along and just unsubscribe until the next time. Imagine that!

  Business response

  11/27/2023

  Dear Better Business Bureau
  
  Thank you for your message. 
  
  Upon reviewing the information provided, ChromaDex can confirm this individual updated their profile within ChromaDexs systems, but did not complete the unsubscribe option. Accordingly, no unsubscribe request was processed.
  
  Following receipt of the BBBs correspondence, this individual has been successfully unsubscribed from future correspondence. 
  
  Thank you for communicating these concerns to ChromaDex. 
  
  Sincerely,
  
  **********************
  Senior Counsel
  ChromaDex, Inc.
  *********************************************

  Customer response

  11/28/2023

  Just like a lawyer who intends to confuse the general public. Notice the double entendre response. This is why lots of people hate lawyers. Im happy they FINALLY took to the airwaves to unsubscribe me from their emails BUT the public would do well to remember what it took. In addition, it should be viewed as complete and utter nonsense that an individual who no longer wants a communication from a company would go through the unsubscribe process and lo and behold NOT UNSUBSCRIBE. See what I mean and how this nonsense response corresponds with their behavior in continually reactivating collected emails. In fact until this public airing out, they were so COCKY, they refused to unsubscribe me on their end believing I would be a dupe and keep playing their reactivation every so often then unsubscribe game. The audacity. 

  Business response

  11/29/2023

  Dear Better Business Bureau
  
  Thank you for your message. 
  
  As previously communicated, ChromaDex confirms this individual has been successfully unsubscribed from future correspondence. Accordingly, ChromaDex considers this matter resolved.
  
  We remain available should you have further questions or concerns.
  
  Thank you for communicating these concerns to ChromaDex. 
  
  
  Sincerely,
  
  **********************
  Senior Counsel
  ChromaDex, Inc.
  *********************************************

• Initial Complaint

  10/29/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a bottle of their Tru Niagen ******************************************************** the wrong address since it never arrived I emailed them numerous times with no help.This is an expensive product and I have chronic illness and would appreciate a reship ! I paid but never received my products. Thank you I moved and now live at ******************************************************************************

  Business response

  10/30/2023

  Dear Better Business Bureau
  
  Thank you for communicating this issue to ChromaDex.
  
  Upon review, ChromaDex was not able to locate a customer using the information provided in the correspondence.
  
  ChromaDex recommends the customer provide their order confirmation number. Once received, ChromaDex can gladly review its records and provide a response without delay.
  
  Thank you again for communicating these concerns to ChromaDex.
  
  Sincerely,
  
  **********************
  Senior Counsel
  ChromaDex, Inc.
  *********************************************

  Customer response

  10/30/2023

  hi.  My address at the time of order was

  ************************ 
  ***************** ********.  60175

   

   

  i moved in august to ********. Is this helpful?

  Business response

  10/31/2023

  Dear Better Business Bureau
  
  Thank you for your correspondence. 
  
  ChromaDex has located the customer. ********************** has processed the customers request and has shipped new product to the customer. The tracking information is: *** 2nd day tracking: 1Z37Y9R50263520881.
  
  Thank you for communicating these concerns to ChromaDex.
  
  Sincerely,
  
  **********************
  Senior Counsel
  ChromaDex, Inc.
  *********************************************

• Initial Complaint

  09/15/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I ordered their product online and paid with my credit card. I ordered September 2, 2023 and a delivery notice provided was to have my product delivered by September 12, 2023. I did not receive their product on the 12th so I called and spoke with ****** assured me the product was out for delivery and I would get it that day. It never arrived, I called back today, Friday, September 15 and spoke again with ****** said he was sorry, and that the product must be lost. He was going to do me a big favor and give me a one time, only courtesy and mail the product out to me again. I Explained to him, Im tired of waiting. I do not want the product anymore, please cancel my order and REFUND my money.He said he cannot refund my money, that there is a No refund policy.I asked to speak with somebody else, I asked to speak with his supervisor, he said theres no one else to talk to, he makes all the decisions. I asked for more company information or someone else to call and talk with about this outrageous policy. HE informed me go find it yourself onlineThis is another Example of an arrogant corporations, taking our money for a product, and never delivering the product. Its legalize stealing it should have been a simple, thank you for your business **************, sorry for the mixup. hopefully, next time we can do business and make it right for you and refund my money. But no, I have to fight and argue with some jerk on the other end of the phone.Please get my money back $344.41 I am not wealthy, and live on a fixed income. This is a lot of money for me to lose, for no fault of my own.

  Business response

  09/20/2023

  Dear Better Business Bureau
  
  Thank you for your correspondence. 
  
  In accordance with the customers request, ChromaDex has issued a refund to this customer.
  
  Thank you for communicating your concerns to ChromaDex.
  
  Sincerely,
  
  **********************
  Senior Counsel
  ChromaDex, Inc.
  *********************************************

• Initial Complaint

  08/28/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  In April 2023, I placed an order for a 90CT Tru Niogen on your official website with Order Number #********. During the purchase, I noticed that I was granted a discount of 36 RMB, though I was unaware that this was due to my selection of a quarterly subscription. On July 3rd, I received an email notification stating that another shipment had been dispatched to me, and a corresponding charge was made to my credit card under Order Number #********. However, I had no intention of subscribing for recurring deliveries.In response, I promptly contacted your customer support to inform them that I had not intentionally signed up for a subscription and requested that the shipment be cancelled. Unfortunately, your team replied that the product had already been shipped and that I could only initiate a return upon receiving it. This led me to return the product to a *** store in mid-July, arranging for it to be sent back to the original address. Despite my efforts, it has been two months since then, and I have yet to see any refund reflected in my bank account.Upon reaching out to your customer support again, I was informed that I would need to provide a *** tracking number to proceed with the refund process. Regrettably, due to the passage of time, I am unable to retrieve the tracking number for my return. I find it perplexing that my refund request hinges on this tracking number, considering that confirmation of receipt should be attainable through my name and address. This requirement seems both unreasonable and counterproductive.My dissatisfaction with this situation extends beyond the lack of clarity in your website's subscription services. The absence of any pre-notification prior to the deduction for subscription renewal is not only discourteous but also unfair. Furthermore, your insistence on a tracking number for confirming a return feels unjust and counterintuitive.I kindly request that you review my case promptly and facilitate the refund process as soon as possible. It is only fair that I am refunded for the unwanted and unexpected renewal charge, especially given the circumstances surrounding my return. I appreciate your understanding and hope to see a swift resolution to this matter.

  Business response

  08/31/2023

  Dear Better Business Bureau
  
  Thank you for notifying ChromaDex of Complaint ID: ********.
  
  ChromaDex sells Tru Niagen.
  
  ChromaDex has provided a refund to the customer. 
  
  Thank you for communicating your concerns to ChromaDex.
  
  Sincerely, 
  
  **********************
  Senior Counsel
  ChromaDex, Inc.
  *********************************************

  Customer response

  08/31/2023

  
  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

  09/16/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Yesterday, I attempted to order a 3 month supply of Tru Niagen for the first time. I entered ,my order, name, address, and credit card number with billing address on their website. When I hit complete order, I got a prompt that my order failed to go through due to an incorrect address. I resubmitted my information several times, and got the same thing. When I checked my credit card online, I saw two sets of debits and credits refunding the charge, so I thought maybe I should try another route later. Further, I never received an email confirmation of the purchase, but rather one of an existing shopping cart. Later last night, I found out that my credit card was a zero available balance and that there were seven charges for $106.88 from Tru Niagen. I attempted to contact the company. I couldn't get through on their phone number (automated voice system solely), nor via chat which doesn't work, nor email. I received no email response to even acknowledge my communication. I want all the refunds returned to my credit card. I do not trust this company and will never again order a product from them. They are scamming money out of me, and possibly other consumers.

*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. ↩