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Business Profile

Not Elsewhere Classified

MUD\WTR

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Not Elsewhere Classified.

Complaints

Customer Complaints Summary

  • 23 total complaints in the last 3 years.
  • 0 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:10/22/2022

    Type:Customer Service Issues
    Status:
    Answered
    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.
    Mud Water will not cancel my prescription even though I followed there instructions on how to cancel online and spoke to a representative telling her that I wanted to cancel. They still continue to change my account without my permission. **********

    Business Response

    Date: 11/17/2022

    Business Response /* (1000, 5, 2022/10/27) */ Hi! We responded twice to the customer's email on Sunday being the most recent one. We informed her that the account was bot successfully cancelled that's why it processed. No worries, we'd like to let you know that you can return your most recent unopened order for a full refund. A return label was sent to the customer. Thank you!

  • Initial Complaint

    Date:10/21/2022

    Type:Billing Issues
    Status:
    Answered
    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.
    Wanted to try a coffee substitute, tried this "MUD/WTR" and didn't like it. I thought I cancelled my subscription but it keeps being delivered. The company does NOT exist where it says its address is in Los Angeles. There is no "subscription management page" on which it is said you can cancel your subscription. The link provided send you in circles and don't get anywhere. There is no contact information that leads anywhere. Emails are auto-responded.

    Business Response

    Date: 11/14/2022

    Business Response /* (1000, 5, 2022/10/27) */ Hi! We've sent multiple emails to ******* confirming that her subscription was cancelled and we issued a one-time courtesy of refunding full amount. Thanks.

  • Initial Complaint

    Date:08/28/2022

    Type:Billing Issues
    Status:
    Answered
    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.
    Mudd water had issues with me discontinuing my subscription and the only way I could get out of the monthly payments was to send them an discontinue payment with a end of subscription payment in full with mailing & delivery in full payment. they are a scam! the product is terrible and so is their business practices. please please investigate their terrible business practices. thank you!

    Business Response

    Date: 09/14/2022

    Business Response /* (1000, 5, 2022/09/02) */ Hi! We've responded to the customer's email multiple times and the latest was August 31, 2022. We did not receive any response from the customer. Thank you. Consumer Response /* (3000, 7, 2022/09/06) */ (The consumer indicated he/she DID NOT accept the response from the business.) Their response is not the truth. Someone wrote an extremely rude email regarding my complaint telling me that my complaint was silly and they'd not heard from me. It was the same "elistist" attitude which called my complaint uneducated. I had to pay full price to get out of subscription that I did not sign up for. I ordered 1 container because I wanted to try it. I didn't like it. I assumed that was the end of it. But they charged me the next month for more so I contacted and they didn't reimburse me and I had to pay for shipping the product back to them in order to get out of this supposed contract. They are terrible and scamming lots of people. Thank you. *********** Business Response /* (4000, 9, 2022/09/12) */ Thanks for responding. The customer responded to our email informing her that there will be a return label of $6.28 and answered: "ok thank you. please send me a label to return your box, thanks". We've refunded $33.72 last year. Please see attached. Consumer Response /* (-5, 13, 2022/09/06) */ Thank you. Most of their responses are false as well as inadequate. I've responded MANY times to their emails. I had to over pay you to get a subscription cancelled that I was unaware of signing up for last year. They charged me another month as well as a shipping fee as well to get my credit card number & charge dropped for next month. They chided me and called me uneducated for not understanding I was ordering a subscription. I just wanted to order 1 time, 1 time fee, for 1 time of trying the product. It was so much back and forth between them that the fact they are saying they never heard back from me is a lot of evidence. They blame the consumer for their confusing purchasing website. They are so difficult to reach and I wrote and called to cancel. It's a horrible company to get $$ back from when it's not a good product and Again, no one from MudWater has contacted me with support towards reimbursement, whatsoever. Thank you, ***********

  • Initial Complaint

    Date:08/23/2022

    Type:Billing Issues
    Status:
    Unresolved
    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.
    1. Subscription cancelled on July 28, 2022. 2. After cancellation, mud/wtr sent another shipment which I returned. 3. On 8/19/22 Mud/wtr sent an email acknowledging receipt of returned shipment and informing of a refund issued in the amount of $80. It will take 10 business to complete refund. 4. On 8/20/22, my Bank of America statement reflects a charge in the amount of $80 (MUD/WTR) as a result of another shipment of the same product I returned. How could this be possible if cancellation was already processed? How could this be possible if a refund was issued after return? After contacting the company via email twice (the only way to contact them) to cancel subscription and to request a refund, MUD/WTR has ignored my subscription cancellation and continue charging my account in the amount of $80. Therefore, I request that MUD/WTR adjust their records accordingly and issue a refund in the amount of $160 (first refund issued on 8/19/22 for sending product after subscription cancellation - not refunded yet- and second refund for charging account after cancellation on 8/20/22 in the amount of $80. No product was received. Thanks in advance for your prompt attention to this matter. Please make sure that people are aware of the fraudulently conduct of MUD/WTR Company.

    Business Response

    Date: 09/13/2022

    Business Response /* (1000, 5, 2022/08/29) */ HI! We responded to this concern and inform the customer that after our thorough investigation, we did not find any charges that she mentioned. We advised her to dispute the charge with her bank to make sure she gets refunded asap. Her billing card has been removed from the system as well. Thanks. Consumer Response /* (3000, 7, 2022/08/29) */ (The consumer indicated he/she DID NOT accept the response from the business.) This matter has not been resolved. I will submit more documents as evidence no later than tomorrow 8/30/22.

  • Initial Complaint

    Date:08/22/2022

    Type:Billing Issues
    Status:
    Answered
    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.
    Mudwater is refusing to cancel my subscription and is continuing to charge my credit card for their product that I don't want. I cancelled my subscription in May 2022 and they are continuing to charge my card.

    Business Response

    Date: 09/09/2022

    Business Response /* (1000, 5, 2022/08/29) */ Hi! We first responded to the customer on June 2022, informing how to cancel her subscription but we did not receive and response. Her subscription now has been cancelled and handled by one of our team members. Thank you!

  • Initial Complaint

    Date:08/15/2022

    Type:Billing Issues
    Status:
    Resolved
    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 signed up for a subscription to MUD/WTR. The product was not for me... had some very unfortunate 'stomach and digestive' issues that came about upon drinking it. So I tried to login to my account to cancel the subscription. I put in my email address (username) and Password and I was to a page with a button that reads 'Manage My Subscription. I clicked on that and it took me back to their Login Page. This loop kept repeating so that I could never get into my account to cancel the subscription. This company provides NO phone number for customer service - so I communicated to customer service through an email. I emailed them- telling them that I wanted to cancel the subscription but could NOT get into my account - telling them about the loop. Their response was to tell us to login into my account and cancel the subscription that way... something I made very clear I could NOT do. I want this subscription canceled. This is fraud and if I do not get this subscription canceled I will have my lawyer handle it. This is their email address: **************

    Business Response

    Date: 08/22/2022

    Business Response /* (1000, 5, 2022/08/17) */ This has been addressed by our team and make sure that her concern gets addressed quickly. We´re just waiting for the customer´s response. Thank you.

  • Initial Complaint

    Date:08/07/2022

    Type:Billing Issues
    Status:
    Answered
    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 signed up for a Drink Mud subscription which I cancelled on February 20th, 2022. I then received an email with proof of my cancelation from Drink Mud on that same day, which is attached below. Then on March 20th 2022, out of the blue, I was charged $100.00 for this already cancelled subscription again. I did not notice this charge on March 20th until I saw another charge from them on June 18th. I am seeking refund for $200 which I was billed ($100 on each date above). I have contacted the company and have not been received a refund. You can see the email exchanges attached.

    Business Response

    Date: 08/22/2022

    Business Response /* (1000, 5, 2022/08/10) */ We have responded to the customer's concern on 7/11/2022. We aren't able to refund the charge because the customer already disputed the charge to his bank.

  • Initial Complaint

    Date:07/26/2022

    Type:Product Issues
    Status:
    Answered
    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.
    Initially I signed up for 90day supply of both am and pm mudwtr. When the product arrived it failed to deliver. I asked them how to cancel my subscription. They sent an email and I canceled. Before 2 am I received an email that said my order was confirmed. I didn't place one. I tried to email and they kept a saying we'll be back with you within 72 hours. Once I got a confirmation saying the order shipped, then just like magic they're available. Guess what they can't stop it. It just shipped. I'm out of town for several weeks. What if the package on the order I canceled isn't there? What I get stuck paying for something I didn't order. Why do I have to financially suffer from their bad business practices? I tried to put a stop payment on my bank. This is ridiculous. If you cancel a subscription they shouldn't bill you for it then get back to you after they ship an order you're trying to stop.

    Business Response

    Date: 08/12/2022

    Business Response /* (1000, 5, 2022/08/01) */ Hi! This has been address through email and refunded fully. Thank you!

  • Initial Complaint

    Date:07/20/2022

    Type:Customer Service Issues
    Status:
    Answered
    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.
    The product is great, but the cancelation process is awful. Their cancelation page isn't working and I've been constantly trying to contact MUD\WTR to cancel my subscription and I have not gotten a email back.

    Business Response

    Date: 08/05/2022

    Business Response /* (1000, 5, 2022/07/25) */ Hi! I reviewed the interaction had with our Support and the subscription was cancelled last Tuesday, 7/19/2022 and sent a follow up email on 7/21/2022 which the customer responded to. We can assure that the subscription has been cancelled by that time. Please let us know if you have additional concerns!

  • Initial Complaint

    Date:06/12/2022

    Type:Customer Service Issues
    Status:
    Answered
    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 never signed up for the recurring orders and chose not to activate that portion by not setting it up from the email they sent. But today they took the money. I logged in and told it to skip this shipment and proceeded to cancel any future shipments. I got confirmation that the order was canceled than an hour later an confirmation the order was processed (3days early) and they are sending it out. The number they have listed with you is for some rental company 'Radius Korea Town' it isn't even the right company. They are shady and stole my money, and have lied to you.

    Business Response

    Date: 06/28/2022

    Business Response /* (1000, 5, 2022/06/15) */ We are in constant communication with ******* and we explained to him that the order placed was under a subscription and included an image of the website where he was able to place the order for reference. His last order was also refunded.

MUD\WTR is NOT a BBB Accredited Business.

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