ComplaintsforHum Nutrition, Inc.

• Initial Complaint

  08/15/2023

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I ordered a hair supplement online with a promo code. The item never arrived and requested a refund (delivery stated Aug 3 and by August 8 no product). Sent request for help that stated to wait 78 hours. Response was they would charge me an additional $13 because I had a subscription that WAS NOT DISCLOSED AND I DID NOT AGREE TO and they directed me to website to cancel. CUSTOMERS CANNOT CANCEL. I have requested a fraud alert through bank and is under investigation. SCAM company!

  Business response

  08/15/2023

  Hi *****,

  Thank you so much for your review, we appreciate your feedback and would be happy to assist you further.

  Looking into your communication records, I see that we have already assisted you in canceling your account and we voided the savings chargeback that was billed to cancel your account. 

  Additionally, at the time of email on Aug. 8th, 2023, the order in question was still in transit and within the **** business delivery timeframe. Once an order is shipped, delays are not anticipated but can happen. 

  Based on the tracking number, your order was marked for address forward then returned to sender and was then sent back to HUM Nutrition.  Your order was delivered back to HUM Nutrition on August 15th, 2023. To assist you further, I have issued a full refund in the amount of $37.25. Please allow up to 3 business days for the refund to be processed and finalized with your bank.

  Please look out for your refund confirmation shortly. 

  To reiterate, your account has been closed and a refund provided for the order that was returned back to HUM Nutrition. 

  If you have any further questions or concerns, please contact us at ************ or by email at **********************************.

  I hope you have a lovely rest of your day and please take care!

  Customer response

  08/17/2023

   
  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

  03/08/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I canceled my subscription through customer service. Then, a few months later, my account was charged and they sent the product to me. I contacted them and they say that the account is now canceled, but are making me pay for the return shipping and waiting until the product is received to refund my money.

  Business response

  03/28/2023

  Hello, 

  I am very sorry that you had a bad experience with our team. I was able to look deeper into your account and can provide more details on why your received an order in February. On August 24th 2022 you emailed our support team and canceled your account. On November 10th 2022 you reactivated your account and applied a discount code. You had another order that processed on December 10th 2022. On December 28th you changed your next ship date to February 25th. When you reached out to our support team they went ahead and canceled the active account and they also provided a return label that is pre paid for you to return your product to receive a refund. If you check your email you should find a  return label in your previous email chain with HUM Member support team. If you do not see it please let us know and we will re-send it.  I hope this helps. If you have any further questions please reach out to us at **********************************. 

• Initial Complaint

  03/01/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  Well, the products did not work for me at all. When I reached out to cancel my subscription they are telling me I cannot cancel it without paying $17 or placing two more orders. Not sure how a company can trap people into buying their products. I also wanted to return my order for a refund but they are not allowing me to do so for a refund. Only a store credit. Their products do NOT work, I don't want to get anymore of them. And I especially don't want to do business with a company that forces people to keep buying their products.

• Initial Complaint

  01/21/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I ordered a bottle of Skinny Bird from Hum, which ended up not being a good fit for me. I was unaware that I signed up for a monthly subscription until I received an email from them saying my order was processing (I read in another complaint here a Hum representative replied to a customer stating that they send an email 7 days prior to shipping that months order in case a customer wishes to change or cancel- this was not the case for me). I immediately emailed them and requested to cancel my subscription and cancel the order as I can not use it. I received a reply from an "*****" stating that she could not find an account associated with my email address and asked me to verify my email. Funny, it's the same email they used to inform me that they were processing my order. I replied, confirming my email address and attached a screenshot of my first order number as well as the order that they were processing. I have heard nothing back since. I have contacted them twice more and have still heard nothing back. Seems like the company is running a scam in which they just don't reply to customers wishing to cancel so they can keep charging their bank accounts every month. Buyer beware!

  Business response

  01/27/2023

  Hi *****,
  
  Thank you for providing your feedback regarding your experience with HUM Nutrition. I am very sorry to hear about the confusion we have caused. Upon my review of the information that you provided as well as the correspondence that you have had with the Member Support Team, I see that this matter has been resolved.
  
  On 1/19/23, I show that you emailed and spoke to member support agent *****. You stated that you would like to cancel your subscription immediately. Agent ***** could not find an active subscription under the email address you had emailed from and asked you to provide the email address associated with your HUM subscription. We did not receive a reply to this email. I also was able to verify, there is no active subscription associated with the email address you emailed from.
  
  Next, on 1/21/23 I show that you spoke to Member Support agents ***** and *****************
  
  During your conversation with ***** on 1/21/23 you confirmed you'd like to cancel your subscription and that you had emailed 3 times but no one had yet been able to help you. You then provided your best contact email address and ***** made you aware that she would escalate the issue and an agent would be in touch with you regarding the manner.
  
  Your cancellation request was then taken over by Member Support agent ******** through email. She informed you that she was unable to find an active subscription with the email address you had provided. The email provided to both agents initially was not the email address we have on file with your at the time active HUM subscription. ******** then asked for a possible alternative email address, a previous order number or the last 4 numbers on the card you had used to make your purchase.
  
  You then replied to ******** on 1/22/23, providing the correct email address along with the order number. ******** was able to then confirm she had cancelled your subscription successfully for you and explained a confirmation email would also be sent to you.
  
  On 1/19/23 you sent another email regarding the same matter. You also provided a screenshot attached to your email. Agent ******** replied to your email on 1/24/23 and confirmed that your subscription was cancelled. We did not receive a reply to this email.
  
  On 1/21/23, you emailed a third time regarding your cancellation request and attached a screen shot of your order history. The email address you provided was not associated with your HUM account. On 1/24/23 Agent ******** replied to this email. She apologized to you for it being the third time reaching out to the Member Support Team, verified that your subscription had previously been cancelled, and provided the HUM Nutrition return policy to you in the event you wished to return the order that was shipped to you on 1/19/23. Lastly, she stated if you needed further support to reach back out to her. We did not receive a reply to this email.
  
  I also wanted to touch on the email that we send out 7 days prior to shipment. I was able to look into this on the backend and do show that this email was sent to the email address on file associated with your HUM account on 1/12/23 at 11:12am. Depending on your settings, this may be in your spam or junk folder.
  
  I also am very sorry to hear there was any confusion about our subscription plans. Based on my review of your account and interactions with the Member Support Team, I do not show that any questions or concerns were mentioned about the plan you signed up for. Here at HUM, we do offer 2 subscription plans, The Month to Month Plan or The *** Plan. We do not offer the option of placing a one time order. From our checkout page, before placing an order, a plan type must be selected. If there is no selection, our website will not allow the checkout process to be completed.
  
  There are several places on our website where we offer the breakdown of our Plan Types and the commitments of each. I have included that information here:
  
  ***********************************************************
  ***********************************************************************************************
  At checkout, the following is stated under the *** Plan selection: *************. Modify your box, pause or cancel at any time. Minimum of 3 orders, canceling prior will void discount.
  At checkout, the following is stated under the Month to Month Plan selection: *************. Modify your box, pause or cancel at any time.
  
  We do understand that a subscription is not the best fit for everyone, so we do offer our products at Sephora, Amazon and Bloomingdales.
  
  Again I am very sorry to hear that this information was not clear to you but I am happy that this matter was resolved and that our Team was able to confirm your subscription had been cancelled.
  
  
  Our goal is to provide you with an amazing customer experience. We value your feedback and take this complaint seriously. If you would like to contact the Member Support Team so we can further assist you with this, please give us a call at ************** or email us at ********************************** .
  
  
  Thank you,
  *************************
  Member Support Manager
  See Attachment/File: Screen Shot 2023-01-27 at 11.13.10 AM

• Initial Complaint

  01/21/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Hum fraudulently sent an order without my permission. They stated I signed up for 3 months which I did not. They wanted to charge me $28 if I did not pay for a 3rd month as a supposed "early cancelation. I bought 1 order for a Christmas gift with an online $10 coupon, period. 1. Was not able to cancel online a membership I did not agree too. 2. Fraudulent practice of stating can cancel at any time . No mention a 25% charge back if not staying for 3 months 3. Now stuck with a $37 bill and vitamins did not order.4. They agreed to cancel the membership I did not sign up for. However stuck me with the two bottle of vitamins-no free shipping back or offer to refund this false order.

  Business response

  01/27/2023

  Hi ********,
  
  Thank you for providing your feedback regarding your experience with HUM Nutrition. I am very sorry to hear about the confusion we have caused regarding our subscription plans. Upon my review of the information that you provided as well as the correspondence that you have had with the Member Support Team, I see that this matter has been resolved.
  
  On 1/21/23 you spoke to Member Support agent *******. She apologized for any frustration or confusion we may have caused around our subscription plans. She was able to explain to you that here at HUM Nutrition we do not offer the option of placing a one time order. We do offer 2 subscription plans (The Month to Month Plan or The *** Plan). In review of your call, ******* also explained to you that based on your account, at checkout you opted into the *** Plan. From our checkout page, before placing an order, a plan type must be selected. If there is no selection, our website will not allow the checkout process to be completed.
  
  The *** Plan is a commitment of placing a minimum of 3 orders and in turn, a special discount of 25% is provided on each order. If a customer wishes to cancel before fulfilling this commitment, we are happy to cancel the subscription early. A chargeback is applied based on the total *** ************ of 25%. ******* waived your chargeback of this discount as a courtesy during her call with you on 1/21/23 and cancelled your subscription.
  
  There are several places on our website where we offer the breakdown of our Plan Types and the commitments of each. I have included that information here:
  
  ***********************************************************
  ***********************************************************************************************
  At checkout, the following is stated under the *** Plan selection: *************. Modify your box, pause or cancel at any time. Minimum of 3 orders, canceling prior will void discount.
  
  We do understand that you intended to make a one time purchase and that a subscription may not be best for everyone. We offer our products free of commitment or subscription plan on Amazon, Sephora and Bloomingdales.
  
  To make this right for you, I have issued a refund to you as a courtesy in the amount of $42.82 for order *******, your second HUM order.
  Your funds will be available in 3-7 business days, depending on your bank.
  
  Our goal is to provide you with an amazing customer experience. We value your feedback and take this complaint seriously. If you would like to contact the Member Support Team so we can further assist you with this, please give us a call at ************** or email us at ********************************** .
  
  
  Thank you,
  *************************
  
  See Attachment/File: Screen Shot 2023-01-27 at 11.13.10 AM.png

• Initial Complaint

  01/01/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  Order number ****** of 1/1/2023-Hum Nutrition enrolled me in an auto subscription program notwithstanding that I purposely unchecked the appropriate option when ordering. Company's phone number is out of service. Cannot delete my profile. This business practice is fraudulent. I want all my information permanently removed from this company's records and immediate cessation of credit charges that I have not authorized.

  Business response

  01/12/2023

  Consumer Response /* (2000, 6, 2023/01/05) */ The business issued a refund and indicated that the account is canceled. I am satisfied with the resolution and confirm that the complaint can be closed. Thank you.

• Initial Complaint

  12/21/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I ordered 3 bottles of big chill on 11/21/22 and that was automatically placed on refill for THIS month for some reason. I know I updated that automatic refill thing to a later time because I ordered THREE bottles. Well, after trying it for 2 weeks, I learned I was allergic. I did not get a an upcoming order notification at any time, but I got an email today, 12/21/22, that they are processing an auto order for 3 more bottles of this supplement. I emailed immediately after to cancel this order, and then emailed again to cancel my account since the website makes it impossible to cancel. I have many bottles of supplements I cannot take that I was forced to pay for because it's impossible to cancel. I'm really frustrated with this company and it's been more of a scam than anything else. I just want that last order reversed, order number ******* and refunded please. Thank you.

  Business response

  01/04/2023

  Business Response /* (1000, 5, 2022/12/28) */ Hi *****, Thank you for providing feedback about your experience with HUM Nutrition. Upon review of your account and correspondence with us, I was able to find that you reached out to us by email on 12/21/22 and spoke to our Member Support Agent ****** regarding your pending order (order *******) and cancelling your subscription . On 12/21/22 ****** responded to your email. She apologized for any frustration, confirmed she voided your order so you would not be charged and cancelled your subscription. The only charge made to your account was on 11/21/22 for your first order. At HUM we offer 2 subscription plans: The Month to Month and the VIP Plan. We do not offer a one time purchase option. We do send out an email 7 days prior to our customers next shipment date. That email would go to the email address we have on file associated with your HUM account. We also offer the option of postponing orders to a later time to our customers. I would like to again apologize for your experience here at Hum Nutrition. Our goal is to to provide you an amazing customer experience. We value your feedback and take this complaint seriously. I hope the information I've provided to you is beneficial. If you should have any further questions or would like additional help you can always call us at *************** Thank you, ***** Member Support Manager Consumer Response /* (2000, 7, 2023/01/03) */ (The consumer indicated he/she ACCEPTED the response from the business.) They did indeed email me, the next day-dates, etc, are irrelevant. I am satisfied with the response and the fact they canceled. Thank you!

• Initial Complaint

  12/19/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I purchased a couple bottles of HUM Nutrition products, one for relieving stomach bloat and the other for *** symptoms, on 11/29. They have a special wherein if a client bought three months of a certain product, they could get it each month at a discounted rate. After using both only one time, the gut health product made me sick to my stomach like I needed to vomit and the *** product gave me withdrawal symptoms like massive headaches I can only liken to coming off oxycodone. Both products are clearly not safe. That being said, I emailed the company and asked them to discontinue my subscription, as I cannot take their products without feeling violently ill. Instead, the individual who emailed me back basically said, in a matter of words, too bad; you subscribed for three months so deal with it. This is unacceptable. Instead of simply charging my card the full price for the remaining full balance of the two bottles, which wouldn't have taken an act of Congress, they expect me to pay $30 for the next two months for a product I can't use. Also, in two months when I can finally discontinue the subscription, I'll most likely forget so then they can auto renew my subscription and claim ignorance. I want someone from the company to explain to me why I'm liable to continue paying for a product that I can't use.

  Business response

  12/23/2022

  Hi ****,
  
  Thank you for providing feedback on your experience with HUM Nutrition. Upon review of your account and correspondence with us, I was able to find that you reached out to us by email on 12/7/22 and spoke to our Member Support Agent ***** regarding the products you received in order ******* and the reaction you had to these products. I do apologize for the response you received via email as further action should have been taken by the agent during this interaction to your HUM account as well as in obtaining additional details about the products.
  
  As of today, 12/23/22 I have issued a refund to the card on file for order ******* in the amount of $29.48. These funds should be available to you in the next 3-7 business days. I have also cancelled your subscription. A savings chargeback was not applied to your account. You will not see any future charges or orders made to your account.
  
  I would like to again apologize for your experience here at Hum Nutrition. Our goal is to to provide you an amazing customer experience. We value your feedback and take this complaint seriously. I hope the information I've provided to you is beneficial. If you should have any further questions or would like additional help you can always call us at **************.
  
  Thank you,
  *****
  Member Support Manager

  Customer response

  12/29/2022

  (The consumer indicated he/she ACCEPTED the response from the business.)
  

• Initial Complaint

  10/27/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  HUM nutrition has not only fraudulently charged my card passed their three-month subscription cycle but there is literally no way on their website to cancel their plan. Their website only gives you options to add to your subscription but not to cancel it. I want them to stop charging my card IMMEDIATELY.

  Business response

  11/18/2022

  Business Response /* (1000, 5, 2022/11/03) */ Dear*************************, Thank you for providing your feedback regarding your experience with HUM Nutrition. Upon my review of the information that you provided as well as the correspondence that you have had with our agents, I see that this matter has been resolved. On 9/9/22, Member Support agent******, responded to your email request to cancel your subscription. She confirmed the details and terms of the subscription you signed up for, confirmed the chargeback amount and requested that you confirm you'd like to cancel your subscription or continue with your subscription until the terms of the plan you initially signed up for were met. A reply was not sent back to agent******'s email. On 11/1/22, Member Support agent ******, responded to your email request sent on 10/27/22 to cancel your subscription. ****** apologized for any confusion and explained that cancellation of services is required (by either phone call or email) and does not automatically stop upon fulfillment of the VIP Plan. ****** then continued to cancel your HUM account and subscription so no future orders would process nor would you be charged further. A confirmation email was also sent to your email address on file. On 11/1/22 Member Support Agent ******, responded to your second email sent on 10/27/22 and confirmed cancellation of your subscription. She also communicated that your 4th order had already been shipped on 10/20/22 and was unable to be stopped. She issued a return label free of charge to you and provided details of our return/refund policy. There are several resources on the HUM Nutrition website we make available to our customers if they have questions or concerns around our services, shipping and products. Many answers can be found in the "Help Center" at the bottom of the landing page or by contacting our Team directly by phone at ************** or by emailing us at ************************** Our goal is to provide you with an amazing customer experience. We value your feedback and take this complaint seriously. If you would like to contact the Member Support Team so we can further assist you with this, please give us a call at ************** or email us at ************************** Thank you, Molly Member Support Manager

• Initial Complaint

  07/11/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Beware of this company. I signed into my account on 7/7 and the next day morning 7/8, an unauthorized order ******* was placed in my account. The auto shipped product was under 24 hrs without ship confirmation, charge unauthorized card on file, would not refund account when I reached out I the customer service. I never hit the order/send button nor did I click restart membership when I visited the page on 7/7. The next morning, in less than 24hrs of my website visit I received a confirmation that the order was processed and already shipped. I am now going to receive and pay for something I did not order and approve. Customer service replied saying since it's shipped it cannot be cancelled, I can only ship the products back, which I'm not against, but I will have to PAY for the shipping fee, which ridiculous. *I canceled my membership back in May already

  Business response

  07/29/2022

  Business Response /* (1000, 5, 2022/07/18) */ Hi **** Thank you for providing feedback on your experience with HUM Nutrition. Upon review of your account and correspondence with us, I see that this matter has been resolved. I was able to find that you reached out to us by email on 7/8/22 and on 7/9/22 spoke to our Member Support Agent ********* regarding your account as well as the recent order that was processed. You informed us that this order was a mishap and that your subscription should have been canceled. I did not locate any past correspondence regarding canceling your subscription and there are no notes from the past stating that the subscription was canceled. For any customer, based on our terms and conditions, an order would not be processed without selecting a subscription plan. This is stated in our Terms & Conditions, Section 6.1 Commercial Transactions. Before you completed your first purchase, you had the chance to choose which plan to join. After you clicked 'Checkout', you were brought to the billing and shipping page, which again stated that we auto-ship your monthly service. On 7/13/22, I reached out to you to inform you that I issued a refund for the order that shipped out before we could cancel it. I provided the refund details in my response so you may review them. I would like to again apologize for your experience here at Hum Nutrition. Our goal is to provide you with an amazing customer experience. We value your feedback and take this complaint seriously. I hope the information I've provided to you is beneficial. If you should have any further questions or would like additional help you can always call us at *************** Thank you, ******* Member Support Lead

*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. ↩