ComplaintsforDr Kellyann

• Initial Complaint

  06/01/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I had made a purchase to try the Dr. *******************. I accepted and paid for the 1st box, then they automatically sent me a second box. I reached out to Dr. ******** to cancel and return the box that was unopened. This was in the beginning of May, I have all of my email trails. I was refunded the **** on *** *** ***** but on *** **** **** they took another ****** out ************ after I canceled the membership and product. This is fraud and punitive. They did not have permission once I canceled my membership and product. They are scamming people out of their money. I took a screen shot of the money they took out after my membership was canceled.

  Business response

  06/13/2022

  Business Response /* (1000, 5, 2022/06/02) */ The original order was purchased by the customer on 2/4/22 and was purchased as an automatic renewal. 2/17 customer emailed for tracking on order. 3/17 the subscription renewed automatically and a new order was processed. 3/17 Customer emailed to cancel the order and was sent instructions on how to cancel the order using a self serve portal. The customer cancelled the order, however did not cancel the subscription using the portal. 4/21 the subscription renewed automatically and a new order was processed. 4/25 customer emailed to cancel after the order had shipped. The subscription was cancelled and the customer was advised to return to sender for a refund. All orders have been refunded as of 5/19/22. The transaction of $98.85 on 5/19 the customer is referring to is a REFUND, not a new charge. No new charges are possible on this account.

• Initial Complaint

  05/20/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I made a ********* purchase of their bone ****** There was some delivery ****** and I was sent one package right after the other. I tried it and it made me have stomach issues. I returned the ******** ******** They said they received it and for more than a year I have been trying to get a refund with no success. *************** sent me this Refund Status ** ******** Hello Sorry for the late response but i was checking internally, and finally i got the information, we do sent the e-check for you to deposit on you bank online to: (my email) We will resent the echeck to you please check your email by searching ******* Here is the screenshot that you never cash this check, let me know if you receive the email please, and we can follow up on this. Please check your email for the next 7 days. They have tried sending me that ******* like 5 times and every time I never receive it. I'll call back and they try to resend it. Finally I just asked for an actual check and it been months of me calling every week and asking for my ******* They say they need to speak to supervisors and will give me call back and I never hear from them. I am tired of calling asking for my *******

  Business response

  06/08/2022

  Business Response /* (1000, 8, 2022/06/08) */ I apologize for the issues in getting your refund to you. We experienced issues refunding to your card, and being an almost completely paperless company we attempted to send an echeck. After that was unsuccessful, we mailed a physical check to the address on file to resolve the issue. Consumer Response /* (3000, 15, 2022/06/30) */ Good morning, I was waiting for the company to Issue my check like stated but as of today, I still have not received a check like they stated. Business Response /* (4000, 17, 2022/07/05) */ We are sorry to hear the customer did not receive the check. Our records do show the check is uncashed. We have voided that check and have issued another to be sent to the address on file. If the check is not received by the customer in 2 weeks, they should reach out to ********************

• Initial Complaint

  04/29/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I placed a few orders with this organization and they just charged me 151.20 for no reason, I did not place an order and when I login to their site they say I don't have an account.

  Business response

  06/29/2022

  Business Response /* (1000, 5, 2022/05/04) */ This customer has been ordering our products since September of 2021. In March of 2022, the customer placed an order for a subscription, which is an automatic renewal. This order was placed by the customer, and the subscription terms were agreed to. On 4/22, the automatic renewal took place and the customer was charged the $151.20 in question. We have since received notification of a bank dispute for this purchase, and refunded the customer even though we had already shipped the order. The customer now has product on the way and has received a refund. The automatic renewal has been cancelled, and no further orders will be possible.

• Initial Complaint

  04/09/2022

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  The ******* the product after I ******** and they **** ****** it was after it was ******** ********************************** 6:41 PM (8 minutes ago) to ******** *** Support Specialist (Dr. ********* Apr 6, 2022, 1:22 PM EDT Hello ****, Thank you for contacting ************* I took a look at your order and it has not yet shipped so it is still eligible for cancellation. To cancel your order, please visit our Cancellation Portal and enter your order number. Once we verify your order number, you will be able to select the item(s) you would like to cancel. Please let me know if you have any additional questions! To join our online community, check out our exclusive DKA ******** Group ******************************************* Best, DKA Support Specialist This ***** it was before it was shipped. I have a copy of the *********** *****

  Business response

  04/13/2022

  Business Response /* (1000, 5, 2022/04/13) */ The customer successfully cancelled the order and received a full refund on 4/6. Due to an error, the order shipped out anyways. The customer was already refunded before the package shipped, and the customer was asked to write return to sender at no cost to them. Consumer Response /* (3000, 7, 2022/04/13) */ (The consumer indicated he/she DID NOT accept the response from the business.) I had to spend time proving to there service person that I had canceled the order. Sent a copy email saying it could be refunded because it had not been sent yet. I then sent a copy of the cancelation. I then contacted them that they needed to contact the carrier and have it returned to them. I was told they could not do that. Funny thing is it had not left the place where it was received at that time. This was their mistake not mine and their responsibility to take care of it. Also is there some reason why they do not put their address on their correspondence? I am not sure if I have gotten it turned around back to them but I did email the carrier. I should not have to use my gas to take it to the post office if it did not get turned around. THe person who said it could not be canceled because it was after it has shipped should be fired and instead of me having to spend time sending messages proving she was not telling the truth she should have really looked in the computer and seen that it had been canceled and she or he should have been contacting the carrier. Terrible way of doing business. Business Response /* (4000, 9, 2022/04/13) */ We have taken the customer feedback and will provide adequate retraining as necessary. Again, the customer was already refunded in full on 4/6 when they initially requested cancellation of the order. We have no funds from the customer, and the product shipped in error. We asked the customer to write "return to sender" on the unopened received package in good faith and did not require any out of pocket expenses or gas on the customers part. Consumer Response /* (2000, 11, 2022/04/13) */ (The consumer indicated he/she ACCEPTED the response from the business.) Please ask them to stop sending me their emails trying to sell something. I am going to mark them spam. I am tired of dealing with them. The only reason they finally listened to me is because I emailed them I was contacting you and I sent a copy of the cancelations. All this could have been a voided it the first customer service person had actually gotten on the computer and seen it had been canceled instead of sending me a message saying the cancelations was after it had been sent out. Also she should have right away contacted the carrier as it had not been received yet or left the building. So it could have been taken care of by them. Please make sure that they no longer contact me with their products. Thank you

• Initial Complaint

  02/26/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On 2/2/22, requested a return label and process from Dr. ******** for $121 for her probiotics that caused constipation even with laxative use for the few days I tried it. Was given return label and per USPS tracking, package was received by company on 2/7/22. To date have not received refund. Have been sending emails back and forth but told refund would be processed and need to wait. On 2/18/22, telephoned company and was told given refund of $116.05 as $4.95 was subtracted for processing fee?? Why should I be penalized for their product not working and causing constipation? Anyhow, to date still no refund. Then emailed on 2/25/22 and was told that refund was given on 1/18/22! Wrote back that item wasn't even ordered until end of January 2022, then returned 2/2/22 and received 2/7/22 by company so how can refund be issued on January 18, 2022. Told need to contact bank. According to **** and my bank, there is no record of a refund for the amount of $116.05 from this company. Please help.

  Business response

  03/09/2022

  Consumer Response /* (2000, 7, 2022/03/08) */ Please close complaint. As of 3/8/22, I received my credit card statement that shows the refund that was in dispute. Thank you so much for all of your help.

• Initial Complaint

  11/07/2021

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I purchased their bone broth from Dr. ******** and it made me very sick. I contacted the company to get a refund and they sent me a label that required printing. I contacted them back and they replied they don't have any other. Label . We went back and forth and then my window to return had passed. I contacted them again and they said that I could return at my own expense. This is unacceptable. I just wanted them to mail me a label so I could return the product I payed nearly 200.00 for. I also asked them not to sent me any more advertising emails and they did not comply. I want my money back. Their product made me sick.

  Business response

  11/12/2021

  Business Response /* (1000, 5, 2021/11/08) */ We offer a 90 day money back guarantee for returned product, per our terms of service. Our terms also state there is no reimbursement of shipping fees for returns. We also provide prepaid return labels to our customers as a courtesy so they do not have to pay out of pocket for shipping. This customer was sent a prepaid return label. The labels are sent via email and can be printed at any place that offers printing services if the customer does not have a personal printer. Additionally, we advised the customer on 8/10/21 that they could return the product via a self return to the return address. The customer responded to that email asking for another emailed prepaid label be sent, which we sent on 8/11/21. This order was not returned back therefor was not refunded. Consumer Response /* (3000, 7, 2021/11/09) */ (The consumer indicated he/she DID NOT accept the response from the business.) What they didn't say is they provided a return label that required printing after I advised I had no way to print. In addition, not only did the back and forth caused delays and went outside the 90 day window. The label they were providing was only good for a certain amount of time. I was unable to get around at the time which is why I was asking for a label that didn't require printing. They weren't comprehending the gravity of the situation nor did they seem to care that their product made me sick. Can I get another label And still return the product? Business Response /* (4000, 9, 2021/11/09) */ We have issued a full refund of the purchase as a courtesy since no returned items were received. Consumer Response /* (2000, 11, 2021/11/11) */ (The consumer indicated he/she ACCEPTED the response from the business.) I appreciate them taking responsibility and providing a full refund . I'm just sorry it took this to make them step up.

*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. ↩