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:01/13/2025

  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 was in the hospital for 2 months and no longer was able to use my ***** *** ******** husband complained that cartons of the broth kept arriving. I called the company from my hospital bed and canceled the subscription. They did not cancel it. They kept charging me. I was able to talk to a customer service *** who told me she understood my situation and said to send 3 of the unopened boxes back and write return to sender I did and only recently refunded me $150.00 for one carton because it was within 30 days ( I was in the hospital, how could I return them, I told the customer service *** this )After that I then was never able to get a live agent on the phone. I was directed to a computer chat . I asked them to then just resend me back 2 of the cartons . I was frustrated and really need my money more than the broth right now but I thought I could eventually use the broth. . They said no that was not policy. This is not right. They have my money and my broth !

• Initial Complaint

  Date:10/22/2024

  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 have tried to cancel a subscription for bone broth from Dr Kellyanne for months they continue to ship and charge me. Their **************** said couldnt find an account BUT I continue to be sent n charged for a product I have repeatedly requested that they discontinue/cancel.

  Business Response

  Date: 10/30/2024

  After checking both systems, we are unable to find a profile for *. *******. If they could provide an order number, that would help in locating the profile to get this rectified.  We did a search under her name and address to no avail. We look forward to hearing further from *. ******* to get this corrected. Thank you.

• Initial Complaint

  Date:10/07/2024

  Type:Customer Service 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 the company about possibly having an outdated card on file. They emailed me back saying I need to call and let them know. The next day I was charged TWICE. I called and was told I could not get a refund as the product was already shipped. I would need to send the product back. I didnt order twice. Why do I have to do that??? I emailed again and their response was that I emailed them about billing so they charged the card twice That doesnt make any sense. Just me emailing about that does not give permission to charge my card twice. I would like a refund now

  Business Response

  Date: 10/07/2024

  *. ******** was billed on October 1st and on October 3rd. They were billed incorrectly. Unfortunately, both orders have shipped. To process the refund, all we ask is that they return the order and we will gladly issue the refund to the card used. All they have to do is write Return to Sender on one or both of the orders. Once we show it as being returned to us, we will issue the refund for one or both orders as they would like.  I have notated the account as such. Again, all we require is the product be returned to ** and we will issue the refund once that is done.  Thank you.

  Customer Answer

  Date: 10/07/2024

   
  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

  Date:08/27/2024

  Type:Billing 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.

  Sometime of February 17, 2024, I was watching in ******* and this commercial just popped up. It seems very convincing so I ordered for a trial only. I paid online and sent me a receipt. I did not really read whats in it just screen shot the receipt for my file. The product actually did not work, what the heck its only a one time purchase. June 22, ************************************************************************************** my account. March, April, June. So I called the office of Dr KELLYANN. I never got a live person to talk and complained about the fraudulent transaction. Why I called it fraudulent ? because those purchases were not authorized by me. Nor did I agree or sign any subscription. I went over to the receipt on file and I found out that below the product name that says monthly bill. Called them several times, seem, I have to have a long patience to wait. I am 68 years old. So I called my bank to file a dispute because they still continue to charge on July , August. With the filed dispute, there they communicated with me that subscription was cancelled. The irony of it was they told me that they have to deduct $10 as processing fee. Why do I have to pay for processing fee when nothing to be processed at all? It was a double kill. They immediately refunded me just July and August after the dispute was submitted. I need to be refunded the months as follows: March, April, June , July , August. The full amount of $53.18

  Business Response

  Date: 08/28/2024

  ******************** filed a chargeback with her credit card company. This process can take up to 90 days to complete. Unfortunately, we cannot do anything with her account until her credit card company makes a final decision. Once the finaly determination has been made, we can make a decision about what to do with her charges. Thank you.

• Initial Complaint

  Date:07/22/2024

  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.

  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

  Date: 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

  Date:07/15/2024

  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.

  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

  Date: 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

  Date:06/12/2024

  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.

  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

  Date: 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

  Date:05/28/2024

  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 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

  Date: 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 Answer

  Date: 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

  Date: 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 Answer

  Date: 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

  Date:05/23/2024

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

  Business Response

  Date: 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

  Date:05/21/2024

  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.

  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

  Date: 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 Answer

  Date: 05/30/2024

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

  Business Response

  Date: 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 Answer

  Date: 06/02/2024

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

   

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