ComplaintsforPharmaLabs
Herbs
Need to file a complaint?
BBB is here to help. We'll guide you through the process.
Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
09/29/2021
- Complaint Type:
- Billing Issues
- Status:
- Answered
I placed an order for a 30-day free trial of their product on 9/6/21, paying only shipping and handling. No terms or conditions were visible on the site where the order was placed, through a ******** ad. I looked for it. The product did not work at all - their claims are fraudulent. My credit card was charged twice for $96.95 on 9/22 and 9/23.I called to cancel my account on 9/29/21 and report the charges as fraudulent and they told me to go to their website for the terms and conditions. They told me that the terms and conditions, which were on the website, but not on the ******** ad, said that if the product was not returned within 14 days, it would be charged. Yet this was not stated anywhere on the original order. It was listed as a 30-day free trial in the ad. They said they could refund me 50% of the charges if I did not pursue any further action, but if I pursued further action, they could not offer me any refund or discount. They agreed to cancel my account.Business response
10/26/2021
Customer: ********************* - Complaint Number: ********
We are in receipt of your complaint on behalf of the customer. We understand the customers frustrations, however the charges in question is currently in dispute. Unless it is resolved, there is nothing we can do on our end. We apologize for the inconvenience.
Furthermore, we confirm that the customer's account has been closed and will receive no further charges. Also, please be aware that it was stated in the terms and conditions that the customer would be charged for the full retail amount for the 30 day supply bottle if they didn't cancel before the 14 day trial was over. The system does not and will not allow the client to proceed to the checkout section to complete the purchase unless he/she acknowledges the terms and conditions of the trial.
The customer is automatically signed onto our monthly subscription until they call in and ask to cancel the product. After the customer finishes their 30 day supply of the product, they will be charged on the card on file for another 30 day supply plus shipping and handling.Initial Complaint
09/22/2021
- Complaint Type:
- Billing Issues
- Status:
- Resolved
Ordered Keto pills as a trial of two bottles for $6.95 per bottle on September 4. On September 21, they fraudulently debited $96.95.Business response
10/26/2021
Customer: ******************************* - Complaint Number: 15892963
We are in receipt of your complaint on behalf of the customer. We understand the customer's frustrations and have responded to the complaint by providing a full refund of $193.90
on October 26, 2021. Please allow for **** working days for it to appear on the bank account.
Furthermore, we confirm that the customers account has been closed and will receive no further charges. Also, please be aware that it was stated in the terms and conditions that the customer would be charged for the full retail amount for the 30 day supply bottle if they didn't cancel before the 14 day trial was over. The system does not and will not allow the client to proceed to the checkout section to complete the purchase unless he/she acknowledges the terms and conditions of the trial. The shipments will continue to send monthly if the customer fails to cancel.Customer response
10/27/2021
Hello,
I received the response of a refund from PharmaLabs, LLC, and, initially, was willing to accept. Unfortunately, I closed the **** card ending in **** and am not sure if this can be refunded through those means. I closed the account to ensure no more transactions were made (although the very next day another $96.95 was debited). If the **** credit is rejected, resolution will have to come through other means.
Sincerely,
**********************************Customer response
10/27/2021
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
*******************************
Business response
10/27/2021
Customer: ******************************* - Complaint Number: 15892963
We are in receipt of your complaint on behalf of the customer. We understand the customer's frustrations and have responded to the complaint by providing a full refund of $193.90
on October 26, 2021. Please allow for **** working days for it to appear on the bank account.
Furthermore, we confirm that the customers account has been closed and will receive no further charges. Also, please be aware that it was stated in the terms and conditions that the customer would be charged for the full retail amount for the 30 day supply bottle if they didn't cancel before the 14 day trial was over. The system does not and will not allow the client to proceed to the checkout section to complete the purchase unless he/she acknowledges the terms and conditions of the trial. The shipments will continue to send monthly if the customer fails to cancel.Customer response
11/03/2021
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. ******** was able to refund my account even with the card being closed. So I am fully satisfied with the vendor's response and action.
Regards,
*******************************
Initial Complaint
09/07/2021
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
Made a purchase for a sample, 2 bottles at $5.95 each (for shipping) 2 weeks later I get a charge for $96.95. Nowhere in the initial offer did I see where you would be charged an additional amount later for any reason. I called the company to try to resolve the issue upon learning about the charge, and was told it could not be canceled and it could not be refunded. I later received a call stating that they would offer me a 30% discount on the charge if I did not report it as a fraudulent charge to my bank. I also noted after further research that the celebrity endorsement was not authorized by the celebrity they claim to develop the product (***********************).Initial Complaint
08/11/2021
- Complaint Type:
- Billing Issues
- Status:
- Answered
Pharmalabs advertised on ******** a free bottle of 60 capsules of Keto for $6.95 to cover shipping and handling, Two weeks later I was charged an additional $96.95 for said bottle of capsules, they claimed that it was noted in the terms in conditions, I informed them that I did not see that there would be a charge of $96.95, I asked that they provide me with a copy of the agreement that I signed agreeing to this and they were unable to do so. They then offered a 50% refund however I believe that I should be given a full refund, I do not recall that it was stated that I would be charged $96.50 for the offered $6.95 bottle, that is information that should be stated in large print up front not buried in small print within the body of the offer it seems to be deceitful advertising practices .Business response
10/26/2021
Customer: ************************* - Complaint ID: ********
We are in receipt of your complaint on behalf of the customer. We understand the customer's frustrations and have already responded to the complaint when the customer called in on August 09, 2021. We normally do not accept refunds if the customer failed to cancel within the 14 day trial period. However, as a courtesy, we have offered her a partial refund of $48.48 , to which she had accepted.
Furthermore, we confirm that the customers account has been closed and will receive no further charges. Also, please be aware that it was stated in the terms and conditions that the customer would be charged for the full retail amount for the 30 day supply bottle if they didn't cancel before the 14 day trial was over. The system does not and will not allow the client to proceed to the checkout section to complete the purchase unless he/she acknowledges the terms and conditions of the trial. The shipments will continue to send monthly if the customer fails to cancel.
*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. ↩
BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period. BBB Business Profiles are subject to change at any time. If you choose to do business with this business, please let the business know that you contacted BBB for a BBB Business Profile.
As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation.
Customer Reviews are not used in the calculation of BBB Rating
Customer Complaints Summary
36 total complaints in the last 3 years.
0 complaints closed in the last 12 months.