ComplaintsforDr Kellyann

• Initial Complaint

  07/22/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Purchased ********** with an expiration date of 7/25. It was sold 3 to an order. Upon opening cans the product was hard as a rock and no longer in powder form. I contacted customer service and was told that because my order was beyond 30 days I was out of luck.I mentioned the product was unopened until today 7/24 and not fit for consumption. All I asked for was a replacement- not refund. My response back was rude and dismissive.

  Business response

  07/22/2024

  ********************** placed her order with our company on July 29, 2023.  This order is 2 years old. Our company return/refund policy at that time was 90 days.  Unfortunately, we cannot allow a refund, return or reshipment of product 2 years old.  Had ********************** contacted us 2 years ago when she first purchased the product, we would have gladly shipped her new product or refunded her the price of the product.  Again, this order is 2 years old and out of our Money Back Guarantee policy.  Thank you.

• Initial Complaint

  07/15/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  This is advertised by drkellyann.com as a bone broth on an infomercial. In checking my original order, #I1709654698389-S0, on 3/5, they claim to have shipped it 3/6, but they never actually shipped it when I check the **** records. Rather, it seems they only created a label given **** shows they did not receive the product from you ever. Here is the tracking number ********************** . They clearly owe me a refund. Following this, I received a shipment in April thinking this was actually my first shipment. But now I realize they had actually sent this as a second order and charged me again. The second order is #I1712247069316-S1.This is the product we finally tried and it IS defective as it clumps when mixed with hot water which I videotaped as evidence. . **************************************************************************************************************************************************. Clearly, this should not happen. It does not matter if I only had a money back guarantee for **************************************************** from defective merchandise beyond this time. I am respectfully asking for a full refund. If they want this defective product back, then they should send us a pre paid label to do so. I had also put my account on hold for a while, but then they send me another shipment while I was out of the country. This is a third order I was charged for. This was received about a week ago under order I1720023126885-S2. In light of the circumstances with the company failing to send me my first shipment yet charge me, and then sending me a second shipment that is clearly defective, I do not want this third shipment, or to deal with this company ever again. I am respectfully requesting that they send me a prepaid return label for this most recent order, and do not charge a restocking fee either due to the circumstances.

  Business response

  07/15/2024

  **************** did not contact us until July 13th in regards to the missing first shipment. We were not aware that they had not received it. We would have offered either a reshipment or refund at that time. In regards to the 2nd shipment, they did not contact us about that being defective. Again, we would have given them the option of a reshipment or refund.  On the 13th, **************** contact us to cancel their subscription which we did.  Our refund policy clearly states 30 Day Money Back Guarantee. Had **************** contacted us for either order, we would have certainly issued a refund for the order.  We will issue a refund for the original order since it was never shipped. Unfortunately, for the 2nd order, **************** is not eligible for a refund.  Thank you.

• Initial Complaint

  06/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Hello. Dr. ********************** charged me for bone broth. I did not recognize the transaction so my bank (Chase) cancelled it. Then, the bone broth arrived. Dr. ********************** apparently was calling Chase wanting their funds back and for some reason ***** debited my account again and credited Dr. **********************. All of this is evidenced in the file attached below. Thus, Dr. ********************** has their money. I was not aware of the second transaction. Then, I called Dr KellyAnn and asked to return the bone broth. They gave me an address in ******* to send it to and the **** and tracking are in the file below. They confirmed that they have the unopened merchandise. ***** gave them their money. They refuse to give me my money back until they get a letter dismissing charges against them from *****. ***** says they have nothing to dismiss as they gave them back their money. I see where others on your website have received the same excuse and run around. Dr. ********************** has advertising that guarantees your money back. They are spending alot of time trying to not do a small refund. Something doesn't add up. I would appreciate your help. Do you think I should also reach out to the *** and FCC about their online advertising? I have never filed a complaint like this before, but something is telling me this really needs attention. Thank you. *****************, ****************** ************

  Business response

  06/21/2024

  Per company policy, when a chargeback is filed, we need the letter from the credit card company as confirmation as to who won the chargeback. Without this confirmation, we have to assume that we lost the chargeback and that the customer was refunded their money from the credit card company. If we were to refund the money as well, the customer would receive twice their funds back. This is the reason for this policy. We're not trying to defraud the customer but doing this for our protection. In this instance, ***** would send the customer a letter in the mail letting them know the outcome of the chargeback. All we ask is that the customer send us a copy of it for our records. Once this is received and we can see that the credit card company ruled in our favor, we will certainly issue the refund as long as the customer followed our return/refund policy an returned the product. Thank you.

• Initial Complaint

  05/28/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I ordered Dr. Kellyann's product on 3/29. It still hadn't arrived as of 4/18, so I reached out for an update (they did not contact me). The excuse I received was that they were so popular they were behind on shipping. There was no way to check on the supposed subscription, except to email them. I finally received an email saying that it was shipping "as early as next Wednesday" on May 10. A shipment finally arrived on 5/22. It was a refill order. They had charged me a second time and shipped a refill before an initial order was even sent. I reached out again and have had many emails back and forth. Then suddenly the first order suddenly showed up today (5/24). The best that they claim they can do is have me pay to ship the product back and pay $10 for each shipment to restock it. This is unacceptable business practice. You cannot charge and ship a subsequent subscription when the initial order hasn't even been shipped and received. And to then extort a restocking fee, is ridiculous. I have disputed both charges with my credit card company. They will only allow the dispute with my credit card company. I am happy to return the product if they provide a prepaid label and a full refund.

  Business response

  05/29/2024

  If a dispute has been filed with the customer's credit card company, we will certainly respond to that and process the refunds as per company policy. Thank you.

  Customer response

  06/03/2024

   
  Complaint: 21758598
  
  I am rejecting this response because:
  

  I had to pay $16 to ship product that I didn't order back and am still waiting for refunds to be issued. The disputes with the credit card company will not be closed until the refunds are issued. I will still have had to pay to ship back product that I did not order. This is quite frankly fraud.  A company shpuld not be able to ship a second order of a subscription before ever even shipping the first and then have the audacity to demand that the customer pay to return that product in order to receive a refund. 

  
  Sincerely,
  
  *******************************

  Business response

  06/04/2024

  Due to the fact that ******************** filed a chargeback with her credit card company, we are unable to respond any further to her until her credit card company makes a final decision in this matter. Thank you.

  Customer response

  06/04/2024

   
  Complaint: 21758598
  
  I am rejecting this response because:
  

  The company has been told that I will remove the dispute from my credit card as soon as they refund the charges (which is what my credit card company has recommended as the best course of action in this situation).  **** company refuses to refund the charges unless I remove the disputes first which further illustrates their unwillingness to act in good ***** *** to continue their dishonest business practices.  The product has been shipped back as requested and they need to refund my money. 

  Sincerely,
  
  *******************************

• Initial Complaint

  05/23/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I have tried for 3 months to cancel this subscription and i keep getting charges and i keep receiving orders. Please help!

  Business response

  05/24/2024

  Good afternoon. We show that ****************** subscription was canceled on April 10th. She should not be receiving any further orders. Thank you.

• Initial Complaint

  05/21/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Delivery overload - products not ordered. : 5 small 9x8x6 boxes Bone Broth, and 1 large box 12x12 arrived over days/week apart. Enough for a year supply! and costing a fortune! I am not selling these! They simple snacks for me, age 90 years old. I called please stop these boxes, why are you sending these? The woman was rude and dismissive. She couldnt answer why they were shipped to me! I wrote to Dr Kellyann, who had been pleasant earlier, but after awaiting a response I decided To cancel my membership. I paid for them because I felt responsible. But I know I did not order them. I had ordered one box only. I have asked for WHY were they sent? I cant use them! RS Called back to ask why were they sending all these boxes.

  Business response

  05/23/2024

  I am not sure why Ms. Stothart received anything from us. The last order we have from her is from January, 2024. She was on a subscription at that time but it was canceled per her request. We do show 3 separate accounts for her which may explain why she received a lot of product. Unfortunately, we have a 60 days return policy which makes her orders out of the eligibility timeframe. I apologize for the inconvenience this may have caused ********************.

  Customer response

  05/30/2024

   
  Complaint: 21720036
  
  I am rejecting this response because:
  
  Sincerely,
  
  *******************************

  Business response

  05/31/2024

  M. ******** does not list a reason for her rejection, only the word because. Can we get more information for this please? Thank you.

  Customer response

  06/02/2024

   
  Complaint: 21720036
  
  I am rejecting this response because:
  
  Sincerely,
  
  *******************************

   

  i have sent two responses. RS. 
  Today June 3, 2024:

• Initial Complaint

  05/14/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I ordered this product on April 28. It is now May 13, and I still havent received an email saying it has been shipped.

  Business response

  05/14/2024

  The product **************** ordered is currently on backorder. An email was sent to the email on file explaining this situation.  Due to the length of time for the order to not be shipped, we have canceled the order since we are unsure as to when product will be back in stock issued a refund to **************** and apologize for any inconvenience.  Thank you.

  Customer response

  05/15/2024

   
  Complaint: 21706250
  
  I am rejecting this response because:
  I never received an email informing me it was on back order. I would have appreciated and understood the communication.  
  Sincerely,
  
  ***************************

  Business response

  05/15/2024

  ****************,

  We make it a point to keep our customers informed of such things so they are aware of what is happening with their orders. We apologize if you did not receive the email. Could it have possibly gone into your spam or junk folder? We also apologize for the inconvenience this may have caused you.

  Customer response

  05/15/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  05/07/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  A new law went into effect on ** on 04/24/2024 about weight loss supplements restricting sale of these products to 18 years and over.I ordered bone broth protein powder from dr. ******************** will quote from the law below:"The law exempts protein powders, drinks and foods marketed as containing protein unless they also contain an ingredient other than protein, which would, alone, constitute a dietary supplement for weight loss or muscle building."Her protein powder should be EXEMPT according to this new law. I ordered 2 proteins powders on 04/29/2024. When I called to ask why they had not shipped, no one could give me a good reason. Then I finally got the explanation.I said to the customer service rep: *** hold the order for what authorization? All they have to do is ship the product per usual and have SIGNATURE REQUIRED when they deliver and the person to show proof of age. Also right now the case is in Litigation and UNFORCEABLE. "Will Litigation Prevent the Law from Going into Effect?Two trade associations, the **************************** (NPA) and the Council for Responsible Nutrition (CRN), have filed separate lawsuits challenging the law on constitutional grounds. NPAs lawsuit argues that the law is unconstitutional because it is preempted by federal law, void for vagueness, and thus violates the Due Process Clauses and the Dormant Commerce Clause. CRNs lawsuit similarly argues that the law violates New York and United States constitutions because it is ambiguous, restricts speech, is an excessive use of the states police powers, and is preempted by specific Food, Drug, and Cosmetic Act provisions. Both trade associations filed motions for preliminary injunctions to prevent the law from being enforced while the cases are being litigated. (********** is counsel to NPA in the challenge to the ** law.)"This is untennable. I want someone to ANSWER TO THIS. Poor customer service.

  Business response

  05/07/2024

  Unfortunately, on 4/22/2024, the New York Supplement Law, GBL 391-oo, went into effect ushering in notable changes to the regulation of supplements in the state of **. This is to bolster consumer protection and ensure the safety and effectiveness of dietary supplements sold in ********, particularly concerning minors under the age of 18. Certain adjustments will be made to specific products that this law applies to, including our Dr. ********************** products.
  
  Delivery Requirements: All shipments of the aforementioned products will be handled by *** and will require a signature upon delivery. This ensures that recipients are not minors and helps maintain compliance with the regulation.
  Shipping Address Update: If your current shipping address is a PO box, please kindly update it to a physical address. Unfortunately, *** is unable to deliver to PO boxes, and we want to ensure smooth delivery of your subscription orders.
  Shipping Charge: Due to the additional requirements for signature upon delivery, there will be a  $5 shipping charge per order that includes these specific products.
  
  We offer free shipping for deliveries within the contiguous *************. All deliveries to ******, ******, *********** and ****** have a flat shipping rate of $8.95. New York state customers will have a $5 signature fee, based on the products purchased in your order. 
  
  As a courtesy we have provided a link to *** My Choice below:
  
  You can use *** My Choice to customize your delivery options, please understand *** is not affiliated with our company and we have no control over the process, you will need to reach out to *** directly for any issues with your delivery.
  * Note some of these options have fees associated with them.
  
  *** can hold onto your package and deliver it once youre back in town.
  You can request *** leave your package with a neighbor.
  *** can reroute your package to another address, in certain cases.
  You can request *** hold onto your package for you to pick up at a *** location.
  Sign for deliveries online
  

  **************' order has shipped and she should have received an email with a tracking number. I will get with our *************************** to get that information to her as quickly as possible. We apologize for any inconvenience this may have caused.

• Initial Complaint

  04/23/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On March 30, 2024, I placed an order for the 3month supply of perimenopausal pills. The money was taken out of my account on April 1, yet I did not receive any update email about my order under April 12, 2024 saying sorry for the wait. It is now April *********************************************** any further update. I would like to cancel this order and get a full refund as well as cancel the subscription. I have tried the chat feature and other contact ways and no one has returned my messages. I want a full refund and order cancelled as it has not shipped yet. Again, I also want the subscription cancelled. I fear that I would be charged for the next three months before the first order even arrives and I do not trust this company.I wish I had looked at the bbb reviews before placing my order in the first place. Shame on you Dr KellyAnn and *************************** for being your spokesperson.

  Business response

  04/23/2024

  Good Afternoon,
  

  After a further review, I found that the customer's first contact with us was on 4//23/24 with one of our support agents. Upon checking the customer's account, the customer placed an order for Dr. ********************** &ME Peri + Menopause 1 Pack on 3/30/2024 that was pending shipment. The reason for the delay is due to the product currently on backorder. As a resolution, we have issued a full refund for this order. The customer should have received an email confirmation for the refund and it should reflect on their statement in 5-7 business days, depending on their banking institution.

  Customer response

  04/23/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *************************

• Initial Complaint

  04/22/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  On April 6,2024 I ordered from Dr.Kellyann.com a supplement costing *****, ( order # DKA#****** ) that as of April 20, 2024 have not received yet.I ordered that same supplement on March 11, 2024 and received it quite promptly.I have not received the order from April 6th , but my card has been charged and also was charged again on April 11th for ***** ( DKA#******) also with absolutely no product.I sent an email on April 15, 2024 with no response.I look forward to getting a resolve in this matter soon.Thank you *******

  Business response

  04/23/2024

  Good Afternoon,

  After a further review, I found that the customer's first contact with us was on 4//23/24 with one of our support agents. Upon checking the customer's account, the customer placed an order for Dr. ********************** &ME Peri + Menopause 1 Pack on 4/6/2024 that was pending shipment. The reason for the delay is due to the product currently on backorder. As a resolution, we have issued a full refund for this order. The customer should have received an email confirmation for the refund and it should reflect on their statement in 5-7 business days, depending on their banking institution.

*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. ↩