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:11/30/2024

  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.

  I essentially have the same complaints as others - completely illegitimate business. I too signed up for the trial only paying shipping, last week of October. Ok fine. I never received any emails from this company giving notice about the free trial ending / subscription starting, no emails with a receipt of any kind, no communication whatsoever except for generic promos. YES I HAVE CHECKED ALL EMAIL FOLDERS. Also, you cannot login to anything on their website to check your account or order history, etc. not normal. So, this is where it gets good - they have now literally stolen money from me THREE TIMES in the past 2 weeks! To make it even sketchier while also proving this is a criminal operation - these have been charges in 3 different amounts!!! Not a single legitimate subscription service would ever do that. Three charges in 2 weeks for all different amounts?!?! Can we file a class action suit? They've stolen: $50.83 on 11/18, then $44.95 on 11/25 and NOW $71.98 on 11/29!!!! Oh - I have never received any product either except for the initial little trial package. And like I said, they have never sent any type of communication regarding my alleged subscription and account. I can't even fathom anything they could say to make this seem legit.

  

  Business Response

  Date: 12/02/2024

  We were able to locate the customer's account using the provided information.  We apologize for any confusion or inconvenience the customer may have experienced with their Try Before You Buy order.  SkinnyFit provides customers the opportunity to try a full-sized product before paying for the product. We simply ask that the customer pay for shipping. If the customer wishes to end the trial and subscription, they must do so before the trial ends or the subscription renews. The customer will be charged the products full price if we do not receive the return before the end of the trial period. Once the returned trial product has been received, the customer is refunded. The terms of the Try Before You Buy offer are stated before checkout as well as in the customers original order confirmation email. We apologize if these terms were missed.  Based on our records, the customer took advantage of the Try Before You Buy offer by placing an order for Super Youth Strawberry Watermelon and Skinny Gummies on 10/27/2024. On 11/17/2024 the customer was billed for the Strawberry Watermelon product on hand, and on 11/24/2024 the customer was charged for the ********************** Gummies on hand. On 11/29/2024 the customers subscription for Super Youth Strawberry Watermelon was renewed at the price of $57.95 plus applicable tax and shipping. Our prices were raised by $10 and an email was sent our regarding this charge but we do apologize if this email was missed. We will be glad to issue a price match refund for the increase, or assist the customer with the return process to receive a full refund, minus shipping. The customers order is currently in transit and can be tracked via **** using tracking number **********************. The customers subscriptions have been canceled and they will not be billed anything further. If any other information is needed, please let us know.

• Initial Complaint

  Date:11/25/2024

  Type:Order 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 signed up for a trial of Skinnyfit and was charged 5.95 on 11/4/2024. I received my product on 11/12/2024. I tried the product and didnt like it and decided I wanted to return or cancel and emailed Skinnyfit on 11/20/2024 and was emailed back and said my account was cancelled. I then asked them how to return product with no email response. Today on 11/25/2024 I was billed $57.95. I want a refund and I will be happy to return product if I need to when Im told where to send it.

  

  Business Response

  Date: 11/26/2024

  We were able to locate the customers account using the provided information. We apologize for any confusion or inconvenience the customer may have experienced with their Try Before You Buy order.  Based on our records, the customer took advantage of our Try Before You Buy offer by placing an order for our Super Youth Tropical Punch on 11/04//2024.  The customer only had to pay the shipping fee to try our product for 21 days.  If the products are kept 21 days after the order date, the full price of the products will be charged to the card on file. These terms are stated at checkout and in the original order confirmation email. The customers subscription was canceled as requested on 11/20/2024 and the customer was informed that they would be charged for the product if it wasnt returned within the trial period. Per the terms of this promotion, the customer was charged $57.95 on 11/25/2024. The customer reached out to us following the charge and requested a refund. The customer was issued a prepaid return label that they can use to return the product. Once the product is returned, the customer will be refunded. Let us know if any other information is needed. 
  

• Initial Complaint

  Date:11/19/2024

  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 placed an order on 11-19-24 for a trial of the Super Youth Peach Mango and Skinny Gummies. It was to only cost me $5.95 for shipping. I was supposed to be able to try it for up to 21 days and then decide to keep it and pay in full or return it. Next thing I know I am being charged for several other items I did not authorize.Super Youth Tropical Punch ***** FIT IV ***** Detox ***** SkinnyFit Bottle ***** Mini-Mixer ***** I sent an email to support right away letting them know I did not authorize those items and to please refund me. By morning no response so I call and they tell me the items have already shipped and I will have to mail it all back before I get a refund. They don't care that I didn't even authorize the purchases.

  

  Business Response

  Date: 11/20/2024

  We were able to locate the customers account using the provided information. We apologize for any confusion or inconvenience the customer may have experienced when placing their order with us. We understand that the customer only intended to purchase the Try Before You Buy Super Youth Peach Mango and Skinny Gummies and did not intend to select any additional products however we see that Super Youth Tropical Punch, Fit IV, Detox, Mini Mixer, and SkinnyFit Bottle were also purchased. For immediate customer support needs such as modifying or canceling an order we ask that the customer call in as we offer 24/7 phone support. Our email hours are 7am-4pm, Monday-Friday. We received a phone call from the customer the following morning regarding this issue and the customer was informed that the order could no longer be canceled as it had already shipped out. The customer was issued a prepaid return label that can be used to send the items back that were purchased by mistake. Once the returned products are received the customers refund will be processed. If any other information is needed, please let us know.

• Initial Complaint

  Date:11/18/2024

  Type:Service or Repair 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.

  I saw an ad on ** regarding this product and said that to try the product I would just pay the shipping. It was around $6. I received the products and was not pleased with it but what I didnt know nor did I read on the page was that they would enter me into a subscription. I was charged $49.99 to my ****** account which I didnt authorize. I wrote to ****** and I sent 2 emails to this company. The apparent subscription was cancelled and I asked for a refund for what I was charged and was sent a label to return it but Im being told Im responsible for shipping it back. Why ? I didnt ask to continue to receive this product and even worse I have not received a product to return and the charge is still there. At this point with no product to return and a charge pending I say this is fraud and Im seeking an immediate refund.

  

  Business Response

  Date: 11/19/2024

  We were able to locate the customer's account using the provided information.  We apologize for any confusion or inconvenience the customer may have experienced with their Try Before You Buy order. Skinny Fit provides customers the opportunity to try a full-sized product before paying for the product. We simply ask that the customer pay for shipping. If the customer wishes to end the trial and subscription, they must do so before the trial ends or the subscription renews. If the products are kept 21 days after the order date, the full price of the products will be charged to the card on file. Once the returned trial product has been received, the customer is refunded. The terms of the Try Before You Buy offer are stated before checkout as well as in the customers original order confirmation email. We apologize if these terms were missed.  Based on our records, the customer took advantage of the Try Before You Buy offer by placing an order for our Super Youth Orange Pineapple on 10/19/2024. Because we did not receive a cancelation request or a return within 21 days of the order, the customer was charged the full price of the product on 11/09/2024. The customer contacted us to cancel their subscription on 11/12/2024 and the customers subscription was canceled as requested. To receive a refund, the customer must return the product that they initially received from their order placed on 10/19/2024. The original shipping fee of $5.95 is not refundable but if the item is sent back, a full refund of $49.95 will be issued. If the product cannot be returned for any reason, we will be happy to issue a 50% refund for the item. If any other information is needed, let us know. 
  

  Customer Answer

  Date: 11/19/2024

  Am I to return the product even tho it was used ? I dont understand as this was not discussed in the conversation 

  

  Business Response

  Date: 11/19/2024

  Yes. Even if the product is used we ask that is is returned in order to process the full refund for the product. Thank you. 

  Customer Answer

  Date: 11/20/2024

  
  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:11/16/2024

  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.

  This company is very deceiving in ordering their products. I have two emails stating that the subscription has been canceled. However, I have been charged for said canceled subscription as of early as five minutes ago. If you try to call this company, you are on hold for indefinite time if you email them it takes them a month to get back and now youve been charged again. What is one supposed to do to cancel this stupid product? I want my money back. I am not paying this. Send it back. That is not my responsibility. I have emails that say you canceled it. Its canceled. Im not paying to send it back. Give me my money back.

  

  Business Response

  Date: 11/18/2024

  We were able to locate the customers account using the provided information. We apologize for any confusion or inconvenience the customer may have experienced with their Try Before You Buy order. SkinnyFit provides customers the opportunity to try a full-sized product before paying for the product. We simply ask that the customer pay for shipping. If the customer wishes to end the trial and subscription, they must do so before the trial ends or the subscription renews. If the products are kept 21 days after the order date, the full price of the products will be charged to the card on file. Once the returned trial product has been received, the customer is refunded. The terms of the Try Before You Buy offer are stated before checkout as well as in the customers original order confirmation email. We apologize if these terms were missed.  Based on our records, the customer took advantage of the Try Before You Buy offer by placing an order for Super Youth Strawberry Watermelon on 10/23/2024. The customers subscription was canceled as requested on 10/30/2024 and they were provided options to return the product but they did not respond to our email. Because the item was not returned, on 11/16/2024 the customer was successfully billed for the product the have on hand. The customer contacted us to complain about the charge and was refunded the same day. 11/16/2024 02:58pm - Refunded - $52.04 Trans-ID: ********

• Initial Complaint

  Date:11/14/2024

  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.

  I accidentally clicked next and ordered additional products that I did not want. I contacted by e-mailing minutes after I made the mistake explaining what I did. They replied back same day and told me it was too late to cancel. I asked to send it back and instead they refunded me 20% of the order. I told them again I did not want the products and they did not respond. I received the items and noticed that one of the items I was charged for was not in the package. I contacted them and told them I did not want the product anyway and to please cancel the order and refund me for that product since it was not shipped. They did not reply and instead expedited the shipment. I again emailed them saying I wanted to return the products, again with no response. I called, emailed, and asked them to cancel, still no response. Instead my card was charged again. This is fraud!!! The customer service is useless and all they care about is money.

  

  Business Response

  Date: 11/15/2024

  We were able to locate the customers account using the provided information. We sincerely apologize for any difficulty the customer may have experienced when placing their order and for any inconvenience the customer experienced with our customer service team. We have located the customers email and are addressing our team accordingly. We see that the customer initially requested to cancel three items that they did not intend to purchase. By the time we received the customers request their order was already shipped out. The customer was offered a 25% refund to keep the items and this offer was accepted. Were sorry if there was any miscommunication regarding the offer. The customer contacted us again to let us know one of the items was missing from their shipment. Fit IV was not included in the customers original package and was shipped out separately. The customer filed a dispute with their bank for this charge. Unfortunately once a bank dispute is pending our system prevents us from processing additional refunds. We are happy to refund the customer for Fit IV once the bank dispute is dropped. If the customer wishes to return their whole order, we will gladly assist them with the return process. The customers email inquiry has been responded to as of 11/15/2024. If we can assist with anything else, please let us know. 

• Initial Complaint

  Date:11/14/2024

  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.

  False advertising:-skinnyfit advertises that it will only cost $5.95 for shipping to try their product for FREE.-then they charge you $49.95 once you receive the product, which was misleading.Fraudulent -I have supposedly cancelled my subscription (see attached pictures with timestamps) -after paying $49.95 when I didnt expect to- and now they continue to try and charge my account!Customer Service -phone number is a scam, it doesnt actually go through to anyone and it says theyre available 24/7. Ive tried calling at all different times of the day.

  

  Business Response

  Date: 11/14/2024

  We were able to locate the customers account using the provided information. We apologize for any confusion or inconvenience the customer may have experienced with their Try Before You Buy order. SkinnyFit provides customers the opportunity to try a full-sized product before paying for the product. We simply ask that the customer pay for shipping. If the customer wishes to end the trial and subscription, they must do so before the trial ends or the subscription renews. If the products are kept 21 days after the order date, the full price of the products will be charged to the card on file. Once the returned trial product has been received, the customer is refunded. The terms of the Try Before You Buy offer are stated before checkout as well as in the customers original order confirmation email. We apologize if these terms were missed.  Based on our records, the customer took advantage of the Try Before You Buy offer by placing an order for Super Youth Strawberry Watermelon and Skinny Gummies on 10/20/2024. On 11/10/2024 the customer was charged for the Super Youth Strawberry Watermelon they have on hand. On 11/13/2024 our system attempted to bill the customer for the ********************** Gummies they have on hand but we were unable to collect payment. The customers subscription was canceled as requested. If the customer wishes to receive a refund, we will gladly assist with the return process. Please let us know if any other information is needed. 
  

  Customer Answer

  Date: 11/15/2024

  I already had the $49 come out of my account. Stop billing me

  

  Business Response

  Date: 11/18/2024

  The $49.95 charge was for the Super Youth Strawberry Watermelon the customer has on hand. The $47.95 attempted charge was for Skinny Gummies the customer has on hand. This charge was unsuccessful and all further charges have stopped. 

• Initial Complaint

  Date:11/13/2024

  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.

  $49.95; and $5.95 two charges order number ********. No one answers the phones. I am going to seek legal action soon if these are not returned. I never made the order someone got my information I have contacted the bank. Kind of makes it easy to take legal action when my husband's brother is a past prosecutor and now a sitting judge!No since it was a fraudulent charge I don't need to wait and I don't want to either. Nor do I need or want to do a return I made the complaint and reached out prior to order being pulled for shipment. Since this crosses states I am also looking at pressing federal charges and many have encountered and reported so possibly class action suit. I want a full and immediate return of Funds.

  

  Business Response

  Date: 11/14/2024

  We were able to locate the customers account using the provided information. Nothing on the order is altered as fraud. We were able to cancel the customers order before it was shipped out and because nothing shipped an immediate refund was processed. Funds can take 7-10 business days to reflect in the customers account depending on their financial institution.
  Refunded - $5.95 Trans-ID: ******** 
  Refunded - $49.95 Trans-ID: ********
  
  

• Initial Complaint

  Date:11/11/2024

  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.

  I requested my order to be cancelled I was going to try 1 flavor just to see how it worked and was charged for 3 different packages. I didnt want these. I tried calling many times. Marked it fraudulent with my bank and never heard back from anyone. When I received all three I tried the one I ordered for a week and found out I was allergic to it and tried reaching the company multiple times and havent heard back still.

  

  Business Response

  Date: 11/12/2024

  We were able to locate the customers account using the provided information. We apologize for any confusion or inconvenience the customer may have experienced with their Try Before You Buy order. SkinnyFit provides customers the opportunity to try a full-sized product before paying for the product. We simply ask that the customer pay for shipping. If the customer wishes to end the trial and subscription, they must do so before the trial ends or the subscription renews. If the products are kept 21 days after the order date, the full price of the products will be charged to the card on file. Once the returned trial product has been received, the customer is refunded. The terms of the Try Before You Buy offer are stated before checkout as well as in the customers original order confirmation email. We apologize if these terms were missed.  Based on our records, the customer took advantage of the Try Before You Buy offer by placing an order for Super Youth Orange Pineapple on 10/15/2024. Two additional products were also selected: Super Youth Tropical Punch ($49.95) and Fit IV ($47.95). Per the terms of the Try Before You Buy offer, our system attempted to charge the customer for the Super Youth Orange Pineapple on hand but the attempts to collect payment were unsuccessful. We searched the customers email address in our system and did not find any emails. We searched the customers phone number and located two abandoned calls. There were voicemails or request for assistance. We are sorry to hear that the products are not a good fit for the customer. As of 11/12/2024 the customers subscription has been canceled. We do offer a 30 day money back guarantee and would be happy to assist the customer with the return process. We have generated a prepaid return label for the customer to send the items back. If any other information is needed please let us know.

• Initial Complaint

  Date:11/08/2024

  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.

  Tried ordering the try before you buy but was then charged for two more expensive additional products . Looked up where you could email customer service to cancel Did that minutes later never heard anything back . Called a little late after not hearing was told the product had already been shipped and could not get a refund until I returned the products and provided the receipt and tracking number to them . My experience felt like someone took money fraudulently out of my account and scammed me . I have a budget and a single parent with a son in high school I cant afford for someone to take money out my account and then tell me I have to wait on their terms to get it back . Never again ! ****** learned .will never buy anything from here ever. Also it tells you you can manage your account thats false I couldnt even find my order online but they were able to kinda sketch .please check times on emails versus when I contacted them you mean you purposely dont answer back just to ship it out under the customers nose .Pull it up weird

  

  Business Response

  Date: 11/12/2024

  We were able to locate the customers account using the provided information. We apologize for any confusion or inconvenience the customer may have experienced when placing their order with us. We understand that the customer only intended to purchase the Try Before You Buy Super Youth Peach Mango and did not intend to select any additional products however we see that Super Youth Tropical Punch and Fit IV were also purchased. We see that the customer contacted us via email to cancel the additional items but we were unable to respond to this request before their order shipped out. We ask that for immediate customer support needs the customer calls in as we offer 24/7 phone support. Prepaid return labels have been generated so that the customer can return their items for a refund. As a courtesy we have issued a 50% refund for the items. Once the items are returned the reminder of the refund will be processed. If any other information is needed, please let us know.
  11/12/2024 12:31pm - Refunded - $24.97 Trans-ID: 2b49xajk
  11/12/2024 12:32pm - Refunded - $23.97 Trans-ID: ********