ComplaintsforTruHeight

• Initial Complaint

  05/14/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I returned an order. The company is telling me the only way to refund me is a credit or issue a refund to my original form of payment. My original form of payment was a debit card that has been canceled due to fraud on my account. I do not want a refund because my kids didn't like the products. They are refusing to issue me a refund in another way after going back and forth multiple times.

  Business response

  06/28/2024

  Hi ****, 

  Thank you for reaching out to us.

  We have sent you an email to resolve this matter amicably. We kindly ask that you respond to that email as soon as possible.

  Thank you!

   

  Regards. 

  Mimi- TruHeight Team

   

• Initial Complaint

  03/20/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  TruHeight is a scam. Do NOT purchase. Not possible to speak to anyone, all chat and emails are through bots. Purchased 6 month subscription; 6 protein powder, 6 grow gummies and 6 sleep gummies. Order arrived completely damaged box with 5 sealed and one opened protein powder. That's it. No further shipments coming, no correspondence, o way to get missing items. I've emailed called, texted the chat option on site, nothing. Minimum 30 attempts to get communication and nothing. So I'm left with a $500 plus ( cad) box of potentially used and or contaminated powder. Do NOT waste your time or money.

  Business response

  03/20/2024

  Hi ******,

  Thank you for getting in touch with us and notifying us of the issue at hand. We sent you an email requesting for a photo of the items you received from us. Rest assured we're here to help. We kindly ask that you respond to the email so we can proceed with the resolution.

  
  We appreciate your cooperation and look forward to hearing back from you soon.

   

  Best, 

  Mimi- TruHeight Customer Support

  
  

• Initial Complaint

  02/06/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Date of transaction: 1/20/24 Total paid to the business: $89.13 What the business committed to providing me: ****************** + Sleep + Protein Powder My order was marked delivered by **** on 1/24, but was not. **** sometime marks something as delivered but will complete the delivery in 1-2 business days, so I waited. I contacted Truheight customer service via email 1/26 as my order still had not been delivered. I requested for Truheight to look into the matter with **** and to send a replacement for my (likely lost) order. Website claims customer service will respond within 2 business days. I followed up via email on 1/30 and then again via Instagram on 2/1. I called the phone number on the website and it's not an active phone number - what kind of business lists a fake phone number on their website? I have yet to hear from the company regarding a resolution.

  Business response

  02/06/2024

  Hi ****,

  I trust this message finds you well. I wanted to personally extend my sincere apologies for the delay in our responses to your recent emails. We understand the importance of timely communication and regret any inconvenience this may have caused.

  Your satisfaction is our priority, and we appreciate your patience as we worked to address your concerns. I'm pleased to inform you that we have processed a replacement for the items that were not received. You can expect to receive the replacement soon, and we hope it meets your expectations.

  We value your feedback, and we are committed to improving our communication processes to prevent similar delays in the future. If you have any further questions or if there's anything else we can assist you with, please don't hesitate to reach out. Your experience matters to us, and we are here to help in any way we can.

  Thank you for your understanding and for giving us the opportunity to make things right.

   

  Best,
  Mimi TruHeight Support

• Initial Complaint

  01/16/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I have email this company 8 times to request a refund for two orders #****** for $343.72 and for ****** for $90.31 and they keep ignoring my emails, they are sending me the products which I don't want and continue ignoring my emails to receive a refund. Their phone number is not valid, you cannot contact them by phone. I would like to received a refund for the products that I don't need or want.I have already cancelled my subscription to this company, they have terrible customer service

  Business response

  01/16/2024

  Dear ****,

  We hope this message finds you well. Thank you for bringing your concerns to our attention via the Better Business Bureau (BBB).

  Upon reviewing your case, we noticed that you expressed dissatisfaction with what seems to be a lack of response. We want to assure you that we value your feedback, and our records indicate that we did, in fact, respond to your initial inquiry on January 12.

  In our response, we regretfully explained that, due to the swift processing of your order, we were unable to cancel it as it had already been shipped. We understand the importance of timely assistance and sincerely apologize for any inconvenience this may have caused.

  To address your concerns and ensure your satisfaction, we have sent detailed return instructions via email. We are more than willing to facilitate the return process and process a refund for your order. If you have not received our previous email or if there are additional questions, please check your spam folder or reach out to us. We are here to assist you and make every effort to resolve this matter to your satisfaction.

  We appreciate your understanding and patience in this matter. Our aim is to ensure a positive customer experience, and we are dedicated to resolving any outstanding issues promptly.

  Thank you for choosing TruHeight, and we look forward to assisting you further.

  Best,

  **** TruHeight Support

• Initial Complaint

  01/12/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I am beyond furious and utterly disappointed with the lack of response from your customer service. My name is *****, and I am writing to express my extreme frustration over the past three days in attempting to cancel an order I mistakenly placed (Order Number: #******).Despite sending more than ten emails to your customer service email address, I have received absolutely no response! Furthermore, the phone number listed on your website is a complete jokeit's not assigned, making it impossible for me to reach anyone!!!Your website claims to allow cancellations, yet I am left hanging with no means of communication. This is beyond ridiculous and completely unacceptable! How can you offer a service and then make it impossible for customers to get the support they need?!I demand immediate attention to my cancellation request and a confirmation that Order #****** has been canceled. The lack of responsiveness and the non-existent phone support are infuriating, and I expect this to be resolved urgently to avoid any further aggravation.This is absolutely outrageous!!! I demand an explanation for this appalling level of customer service and expect a resolution NOW!

  Business response

  01/15/2024

  Dear *****,

  Thank you for reaching out to us with your concerns via the Better Business Bureau (BBB). We appreciate the opportunity to address the situation surrounding your order, and we sincerely apologize for any inconvenience experienced.

  Upon reviewing your case, we found that your order was placed on January 5 (Saturday) and was promptly processed by our warehouse team on the first working day. Unfortunately, this rapid processing made it impractical to cancel the order at that specific time.We also saw that there was a request made to return the parcel to the sender, we want to be transparent about the current status. The return request is pending and is contingent upon the location of the shipment within our facilities. We understand the importance of resolving this matter promptly and are actively working towards a resolution.

  We want to emphasize that, in accordance with our company's policy, international orders are considered final sales, and options for returns are limited. This policy is in place to address the complexities associated with international shipping, customs, and duties.

  In the event that the parcel is sent back to us due to the Return to Sender request, we will process a refund for your order, but please be aware that a 10% restocking fee will be charged. This fee is to cover the costs associated with restocking, handling, and processing returned items. We understand that our international order policies may differ from domestic procedures, and we sincerely regret any inconvenience this may have caused.

  Our team is committed to providing assistance and addressing any further questions or concerns you may have.If you require additional information or if there's anything else we can do to assist you, please do not hesitate to reach out to us. We are here to help and appreciate your understanding as we work towards a resolution.

  Thank you for your patience and cooperation.

  Best,

  Mimi TruHeight Support

  Customer response

  01/30/2024

   
  Complaint: 21123054
  
  I am rejecting this response because:

  I hope this message finds you well. I am writing to emphasize the importance of confirming the exception communicated by your email team regarding my recent order. Specifically, they assured me that no restocking fee would be applied due to the circumstances surrounding my cancellation request.
  
  I wish to reiterate the key points:
  
  1. ******************** Your email team confirmed that they would make an exception regarding the restocking fee for my order. I seek your confirmation that this information has been relayed to the relevant parties to avoid any misunderstandings.
  2. Timely Cancellation Request: I promptly requested the cancellation of my order shortly after placing it. Only 3 minutes had passed. Despite this, the order was shipped days later, prompting the need for the previously discussed exception.
  3. Communication Acknowledgment: I emailed your support team over 10 times before someone replied over 2 weeks later!! Your phone number listed in the site doesnt even work and is not assigned. No one operates it. I also tried contacting all social media including instagram and tiktok but no one even looked at my message. No one even addressed my concerns concerning the cancellation of my order.
  
  Given the circumstances, I kindly request your prompt attention to this matter to avoid any inconvenience or misunderstandings. Your confirmation that the exception is recognized and implemented would be greatly appreciated.
  
  Sincerely,
  
  *****************

  Business response

  02/08/2024

  Hi *****,

  I hope this message finds you well. We sincerely apologize for any inconvenience you may have experienced, and we appreciate your patience throughout the resolution process.

  In light of this, we have carefully reviewed your case and we have taken the following steps to ensure your satisfaction:
  Refund Processing: We have initiated the refund process, and the funds will be credited back to your account shortly. Please allow a reasonable amount of time for the transaction to reflect in your statement.

  Waived Fees: To demonstrate our commitment to customer satisfaction, we have waived any associated fees related to your concern. Our aim is to make this resolution as seamless as possible for you.

  We understand the significance of your experience and want to assure you that we are dedicated to providing excellent service. If you have any further questions or if there's anything else we can assist you with, please do not hesitate to reach out to us.

  Thank you for bringing this matter to our attention, and we appreciate your understanding as we work towards ensuring your satisfaction.

   

  Best,

  Mimi- TruHeight Customer Support

  Customer response

  02/15/2024

   
  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

  07/05/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I ordered a 3 month supply of the vitamins and immediately after ordering asked if I could update the address because I had entered the wrong address (a previous address). The response came 2 days later and I was told this was not possible. I planned to received the package at the old address but it was never delivered and instead returned to sender without my knowledge. I reached back out and asked them to resend to the correct (new address) and they replied that they would send it to the k de address and provided a tracking number. On July 3rd the package was again returned to sender without me requesting for this to happen and without it ever arriving at my address. I have reached back out to the business for clarification and a resolution. We will see what their response is. At this point I am fairly certain that this company is a scam and that I got duped.

  Business response

  07/05/2023

  Hey ****,

  Thank you for your message. Can you please provide your order ID so I can look it up and get back to you?

  Thanks!

• Initial Complaint

  05/10/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a starter kit from TrueHeight and loved the product. I proceeded to purchase a 6 month supply of the same provide and they taste and smell nothing like the original. They taste rancid and may be a bad set of gummies that were made. I sent an email and did not hear a reply. I tried to look for alternative ways to communicate with them a saw a chat function. I sent a chat and again no reply. I sent another chat and finally they replied with a generic response that there may be variations in the gummies. I responded immediately that I felt the product was spoiled / rancid and still waiting for a reply. I have replied 2 additional times and still not email or call. I found a ******************************************************************************* route to someone at the business. There is NO WAY to get a live person or someone who can respond to my emails. This feels like a bait and switch to get customers to purchase more and take their money. All i want is to exchange my product.

  Business response

  05/21/2023

  *********,

  We have asked **** to provide an order ID so we can provide a full refund.

  Please advise what we can do or if you can help us reach out to her.

  We will absolutely make it right :) 

   

• Initial Complaint

  02/22/2023

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  -Initial date of transaction and Purchase was on 12/26/2022.I ordered a 6 month supply of TruHeight Gummi Vitamins.SIX BOTTLES in one order. I signed up for some sort of email and was given a coupon code for 15% off my next order. So I used this coupon code.-Today, January 27, 2023 I was suprised to see that I was charged by TruHeight again for another 6 month supply and 6 bottles exactly ONE MONTH after my initial purchase. I have attempted to contact the company and called the phone number they have listed on their website. This was a ****** voice number. No person received this call. I went on the chat and was told the coupon was for SUBSCRIPTION RATE. This is a scam. I never purchased a subscription and I was given this reply. My initial receipt of my first purchase doesn't even indicate that I purchased a subscription. I have not received any response aside from ONE chat reply with photos that say I made a recurring purchase. This makes no sense. Why would I buy a six month supply bottle? Why would I want 6 bottles shipped to me every month? I did not agree to that. I am only asking for a refund and yet they won't do this. They have my shipping address and my name and my credit card number. I was referred their vitamins with a friend who uses them and claims that they are effective. However, now I fear retaliation. They don't have a real address, a real phone number and no true affiliates to be found - not even on Amazon. Please direct me further on how I can be refunded my $188.24.

*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. ↩