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:07/24/2024

  Type:Product 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 bought the Glutathione supplement from Cymbiotika a few months back. When i realized I had somehow accidentally signed up for a subscription, I tried to cancel immediately. I emailed them and told them to please cancel my account, as it was a financial burden on me and i did not want them to send any more product. However this month, another order was just placed by this company despite my request to cancel. Every time i call, I'm kept on hold and nobody returns my calls. I just want my subscription cancelled and stop all credit card charges. I don't understand how it is legal for them to continue to charge me and send me this product after I told them i want to cancel. why are they making it so difficult?? I would like them to cancel my subscription and refund me for these latest charges. I have warned all of my family and friends about this company and i hope nobody else buys from them and finds themselves in this situation.

  

  Business Response

  Date: 07/25/2024

  Cymbiotika's Actions:
  
  
  Both recent orders, CYM1240803 & CYM1187692, have been fully refunded today, 7/24/2024, and we have sent the customer a free return label to send back the most recent order at no charge (CYM1240803). 
  
  
  We did not receive any follow-up from the customer until a phone call today @ Jul 24, 2024 08:12:10 AM
  
  The recurring subscription associated with email ************************* has been successfully canceled on July 24th, 2024.
  
  This customer has also not claimed their account and has not accessed the online account portal dashboard to be able to modify and cancel the subscription on their end. These emails are sent immediately to our customer after establishing a subscription and this email has been re-sent again today, 7/24/2024. 
  
   
  
  
  Please let me know if you need anything else to close/withdraw this complaint from our company account with ********************. Thank you!
  
  *********************

• Initial Complaint

  Date:01/18/2024

  Type:Delivery 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.

  On Jan. 4, **** I incurred a charge for order # CYM870004. Upon receipt of this order, under the item title the packing slip states Liposomal Elderberry (Ships every 30 days). I have called twice to cancel my subscription & even spoke on Jan. 16, ****************************************** that the subscription had been cancelled. Despite going to the account & logging in, I cannot cancel the subscription myself. I cannot receive written confirmation that the subscription has been cancelled.I do not recall when I placed this order that I was subscribing to an ongoing shipment of this product.I simply want written confirmation that the account subscription # CYM870004 has been cancelled.In logging in to this account, the password has to be changed each time you log in to it. The customer cannot cancel the account.

• Initial Complaint

  Date:01/02/2024

  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.

  The Company is refusing to give my refund and return one of the products that they refuse to refund to me,I informed the company that during when i sent my package back that my bank account had been completely closed due to fraud. They insisted they had refunded me but i never got anything and my bank told me that it would be automatically rejected back to the company if they ddi refund me.They have not proven they have refunded me .I am demanding my full refund from this company. For the entire order I placed and sent back the items as requested to do so.

• Initial Complaint

  Date:12/22/2023

  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.

  My order CYM824811 had a broken glass bottle containing g my supplements. I immediately contacted the company upon discovering this. They have not replied to me after I have sent emails, texted, called and the live chat they have on their website is not real. They have taken $73 from me and Im not taking a supplement covered in glass shards because they didnt package it properly.

• Initial Complaint

  Date:12/21/2023

  Type:Customer Service 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.

  Called customer service, spoke with an ****** which I requested all orders/subscriptions be cancelled. I was charged yet again this month and can never get through to speak with someone in customer service. It just rings and rings, says they are not available and goes to a voicemail where there is only enough time to leave a name and number. There is no response.

• Initial Complaint

  Date:12/16/2023

  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.

  On December 1, 2023, I purchased a supplement valued at $359.52. The company charged my credit card on 12/4/2023 but later canceled my order without my knowledge and without issuing a refund. During a conversation with their customer service representative, ********, I was informed that there was no assurance of receiving a refund. Shockingly, she mentioned that their company retains funds despite canceling orders. This feels like outright misappropriation of funds, and I am adamant about receiving not just my money back but also compensation for the inconvenience caused including interest on my money they used for their business.

• Initial Complaint

  Date:09/22/2023

  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.

  Months ago I bought Glutathione supplement from Cymbiotika. I was surprised that it keep coming every month after that. I tried calling the company but they keep me on hold and direct me to a website that is confusing. I tried everything to cancel the subscription i did not even make. I called again yesterday and left a message to call me back and nobody returned my call. I just want my subscription cancelled and stop all credit card charges. I have 2 unopened boxes. I stopped taking the supplements because it is too sweet and felt that it is not working for me. Why are they making it too hard to cancel? And how did I ended up subscribing from a one time online purchase? I was deceived. Please I just want them to stop sending me supplements and stop charging my credit card. I dont need refunds, just for them to cancel.

  

  Business Response

  Date: 03/11/2024

  Dear **********,

  
  

  Thank you for being a loyal customer and for your purchase. As your request, we have initiated a full refund for your most recent order.

  
  

  Your loyalty as a customer is truly remarkable, and we are incredibly grateful for your ongoing support. Thank you for being a part of our success story!

• Initial Complaint

  Date:08/19/2023

  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.

  On 8/6/23 I placed Order #: CYM606176 with Cymbiotika for several items but the one that I am disputing is the activated charcoal. They advertise is for the purpose of constipation, as my attachments will show. I suffer from constipation and after taking two doses I found myself in severe distress and considered seeking medical attention until I saw a comment posted stating she understood activated charcoal does the opposite. Thats when I realized I needed to stop taking it and after a few days of not taking it I was able to get the symptoms to subside. They have a no return policy but I feel in this case they advertised this product for the sole purpose of constipation relief and that is not what its intended for. That is fraud. I could have been hospitalized had I not seen the post by another consumer. I have proof of their advertising attached and I am seeking the cost of the product and tax ($44.31) to be refunded to me for a product that was sold to me deceptively that I cannot consume.

  

  Business Response

  Date: 03/11/2024

  Dear **********************,

  We are pleased to inform you that we have issued a partial refund, as initially requested. Additionally, we have refunded the remaining amount as further compensation for any discomfort or inconvenience caused.

  
  

  Your decision to choose our products means a lot to us, and we are committed to delivering the highest quality and customer satisfaction. Thank you!

• Initial Complaint

  Date:04/24/2023

  Type:Delivery 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.

  This business has a deceptive and misleading checkout process on their website. After checking out and making a purchase, all items still appeared in my cart as if a purchase was never made. I checked my emails and there was a delay in receiving an order confirmation email. This error causes the customer to make duplicate purchases unknowingly. I attempted to contact customer service immediately to report the error. The customer service agent was unable to cancel the duplicate order that I absolutely did not authorize. There is no way for the customer to cancel their order on their site nor through customer service.

  

  Business Response

  Date: 04/26/2023

  Hello,

  We responded immediately and paid for the intercept. See response via email below and screenshot attached

  ****

  Hi *******,
  
  Oh no! We deeply apologize for this inconvenience. I understand this must be super frustrating.
  
  We will initiate order CYM468403 to be intercepted back to sender. We can refund you for half of Order CYM468403, and then refund the remainder once our fulfillment team receives the package.
  
  That said, we are able to place orders for you via phone. If you ever need assistance, feel free to give us a call to place an order for you! - **************.
  
  Let us know if you have any further questions/concerns. :)
  
  Have you heard the news? Our new and improved loyalty program, *****, is here!

  Customer Answer

  Date: 04/26/2023

  
  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,
  
  *******************************
  
   
  

• Initial Complaint

  Date:03/31/2023

  Type:Sales and Advertising 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, Please help me. I placed an order in Dec 2022. Then a few months later I received more of their product. I never purchased this. I called/emailed and texted and told them I never signed up for more items. They said I had a subscription. I tried logging in to my account to see what they were talking about but my email had no account with it. So I told them to cancel my account and any subscriptions that I had as I did not sign up for anything. They said ok and sent me a return label. I sent my item back. I had to call them two weeks later to get the refund. But I finally got it. Then this month it happened again. This time I received two items of their product. I called/texted/emailed again and the same customer service is handling it. I dont trust this company. They charged me $112 for products I didnt buy and they wont cancel a subscription that I dont have access to and they wont cancel it. Customer service cant help and nobody at the company helps. This just keeps going on, I want my credit card removed from this company. These practices are fraudulent and I dont know what else to do. Please help, Thank you, *****

  

  Business Response

  Date: 04/03/2023

  ******** wrote to us a few times and we resolved all issues. Customer received a shipping label to return products and was provided a full refund. Clear explanations were provided and all issues were resolved - see email below

  (Thu, 2 Mar 2023 at 11:30 AM)
  
  To:***********************
  Hi *****,
  
  
  Thank you for your patience!??
  
  
  After looking into it some more, it looks like you had two separate accounts. The account associated with the email, ***********************, had your most recent order. You had tried to cancel that order, but then used the code stay50 to keep your subscription for a 50% discount. If you would like to keep this order we can give you a 30% discount in the form of store credit, on us, or if you'd like to proceed with the return I can send you a one time return label.
  
  
  Additionally, I can go ahead and push your next order out up to 3 months, if you'd like to stay with us and this way you don't get bumped out of your Elite tier in Arise. Because you are currently in the Elite tier, if you stay an active subscriber you can bump up to VIP in just a few months! Please note that you can hold your spot in Arise without receiving orders for up to 3 months!(:

  Customer Answer

  Date: 04/10/2023

  
  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

  Date: 04/10/2023

  You mentioned that you would accept our offer but we offered more than one option. Please clarify

  30% discount in the form of store credit

  or

  if you'd like to proceed with return label

   

  
  
  Here is the email we sent - 
  After looking into it some more, it looks like you had two separate accounts. The account associated with the email, ***********************, had your most recent order. You had tried to cancel that order, but then used the code stay50 to keep your subscription for a 50% discount. If you would like to keep this order we can give you a 30% discount in the form of store credit, on us, or if you'd like to proceed with the return I can send you a one time return label.
  
  Additionally, I can go ahead and push your next order out up to 3 months, if you'd like to stay with us and this way you don't get bumped out of your Elite tier in Arise. Because you are currently in the Elite tier, if you stay an active subscriber you can bump up to VIP in just a few months! Please note that you can hold your spot in Arise without receiving orders for up to 3 months!(: