Business Profile

CBD Products

Prosper Wellness

Complaints

This profile includes complaints for Prosper Wellness's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

25 total complaints in the last 3 years.
2 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.

Initial Complaint
Date:09/26/2024
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.
I have placed and PAID my irder on 09/03/2024, because they had a SALE. I explained, that i am flying to ****** on 09/05/24 and asked if they would put the shipment on hold and ship it to me when i am back in the ***. He said --yes off cause, call us and we will ship it immediately out to you. I returned last week and i called several of their numbers. Either it is a constant busy sign all day long or the call clicks off. It does not even take a voicemail !! I emailed to all people listed on the business. NO RESPONSE. I emailed the copy of my PAID order confirmation,- no response. I am trying every day and i really NEED that product. I trusted that gentleman when he promised to ship it to me as soon as i call. But they ignore every attempt i make. No call goes through, no email is answered. Total ignorance to a paid order.
Business Response
Date: 09/26/2024
Hi Solveig,

I sincerely apologize for the inconvenience and frustration youve experienced with your recent order and for the lack of response to your emails and calls. We understand how important it is for you to receive your product promptly, especially considering your international travel plans.

Please know that we value your business, and this situation does not reflect the level of service we aim to provide. We've reviewed your order details and will be sending your package out today via priority mail to ensure it reaches you as soon as possible. We are committed to making this right.

If you have any further concerns or questions, please dont hesitate to reply to this email, and we will make sure to assist you immediately.

Once again, we deeply regret the delay and the lack of communication. Thank you for your understanding and patience.
Best Regards,
Mia | **************** Manager

Customer Answer
Date: 09/30/2024
Hello ******,

I have received that response-email from Prosper Wellness on Thursday Sept. 26th at5pm, in which they promised to send it out "TODAY" with Priority.

I tried to leave a voicemail asking for shipping information and a tracking number, but the phone clicked off again.

As of today i DO NOT HAVE a shipping confirmation or tracking number!!

This response from Prosper Wellness came only because of
BBB contacting them and they had torespond to YOU!

Please ******* can you do anything to make them ship my paid items. My problem is that ONLY this company has that mixture of CBD and TUMERIC.
Please help me and make them ship it.
I relay on your support.

Thank you
Best regards
*******-********* Strasser
************

Business Response
Date: 09/30/2024
Dear Ms. ************************* you for your patience and understanding regarding the delay with your order.

Id like to explain that the delay in shipping was due to Hurricane ******, which impacted our fulfillment center in ********, *******. While we prepared your order as promised on Thursday, 09/26, the severe weather caused disruptions in our operations, preventing us from shipping until the next available business day. Additionally, our fulfillment center does not operate on weekends, which contributed to the delay
.
Rest assured, your order has been shipped, and you can track its progress with the following information:
Tracking Number: 9405511105583828243068

We sincerely apologize for any inconvenience this may have caused and appreciate your understanding during this unexpected situation. Please don't hesitate to reach out if you need further assistance.

Best regards,
Mia | **************** Manager
Customer Answer
Date: 09/30/2024

Complaint: 22343819

I am rejecting this response because: i am waiting for the item to be shipped and will accept the explanation when i have the package in my hands. As of now i have checked with **** and got the info that the shipping label WAS created, but they do NOT have received the item. I asked **** for updates and will keep you posted.

Sincerely,

******* ********
Customer Answer
Date: 10/20/2024
I want you to know that Prosper Wellness responded to your inquiry and has sent me my merchandise and apologized for their mistake.
Thank to you and your effort all went very well.

Thank you so much
Solveig Strasser
Initial Complaint
Date:07/02/2024
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.
Tried their product which was ordered in May of 2023, the product didn't work for me. Sent it back via ***** August 22,2023 since then I have texted ******* at Prosper wellness several times saying she's looking into it and no refund hope to recover my money back .they got back their product
Customer Answer
Date: 06/27/2024
I'll try to send a clearer pictures
I find it hard not to receive a refund when I sent there product back to them using ***** with a written receipt request
Thank you ******************;
Customer Answer
Date: 06/27/2024
If it's still too blurry let me know and I will go to ***** and send a clearer version
Thanks ******************;
Customer Answer
Date: 06/28/2024
I hope the pictures are clearer for you to read
Thank you ******************;
Customer Answer
Date: 06/28/2024
I hope the pictures are clearer for you to read
Thank you ******************;
Customer Answer
Date: 06/28/2024
I hope the pictures are clearer for you to read
Thank you ******************;
Customer Answer
Date: 06/28/2024
I hope the pictures are clearer for you to read
Thank you ******************;
Customer Answer
Date: 06/28/2024
I hope the pictures are clearer for you to read
Thank you ******************;
Customer Answer
Date: 06/28/2024
I hope the pictures are clearer for you to read
Thank you ******************;
Customer Answer
Date: 07/01/2024
Are you helping me with a refund???
Thank you ********************;
Business Response
Date: 07/08/2024
Hi there,
Thanks for your message. We apologize for the inconvenience this has caused.
A full refund has been issued for your purchase. Please see attached receipts as proof.
Thank you!
Customer Answer
Date: 07/08/2024

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
Date:03/17/2024
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.
We placed an order for a 3 month supply order of Prosper Wellness Joint Restore Gummies on January 15, 2024 through the company's website. One month later on February 14th we were charged again $184.74 for a monthly "subscription", which was not authorized. We immediately called the company on the same day (February 14th) after seeing the pre-authorization on our bank account. The company informed us during that call the subscription was canceled and the authorization will fall off our account. The charge for $184.74 posted to our bank account the next day on February 15th. We emailed the company again per the outgoing phone message and informed them of the charge on March 4th after reviewing our statement. The company responded saying a check was issued and that we should receive it in 2-6 business days. The check is not received. We emailed the company again on March 14th to verify the check has been mailed. To date no response or check is received. Please assist us with this refund. Order number: ***** Order date: February 14, 2024 Thank you
Business Response
Date: 03/18/2024
Dear *********,

Thank you for reaching out to us regarding your order #***** and the subsequent issues you've encountered. We understand the frustration and inconvenience this situation may have caused, and we sincerely apologize for any distress it has brought you.

We would like to inform you that a check for the refund amount of $184.74 was processed on March 12, 2024, and was sent out with the expectation that it would arrive within 2-6 business days. Based on this timeline, the check should arrive on or before March 18, 2024.

To provide you with peace of mind and as proof of the sent check, we invite you to view the shipping confirmation through the following link: ****************************************************************************.

We appreciate your patience and understanding as we work to resolve this matter. Should the check not arrive by the expected date, or if you have any further questions or concerns, please do not hesitate to contact our customer support team directly. We are committed to ensuring your satisfaction and will take every necessary step to make this right.

Thank you for your continued trust in Prosper Wellness. We value your business and are here to assist you with any further needs.

Warm regards,
Mia
Customer Service Manager
Prosper Wellness
Initial Complaint
Date:03/11/2024
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 ORDERED 6 BOTTLES OF THIS ITEM:Zylarian - ************* Formula ON 29th January 2024 but did not receive a receipt although my credit card was debited for the purchase. I complained repeatedly to the company's PR rep. **** ******* but to no avail. It seems that she is incompetent and unfit for the job.I would like to get the item I purchased as I suffer with Insomnia. PLEASE URGE THEM TO DELIVER MY PURCHASE.
Business Response
Date: 03/13/2024
Dear Mr./******************,

I regret to learn about the inconvenience you've encountered regarding the non-receipt of your order placed on January 29th.
Upon thorough investigation, I can confirm that the order was dispatched on January 30th and successfully delivered to your designated agent on February 5th.

For your convenience, I've included a link below where you can verify the delivery status:
Track Your Order Here - Tracking Number: 92612999963626000123655119
******************************************************************************************

Your understanding in this matter is greatly appreciated. Should you have any further questions or need additional assistance, please feel free to reach out.

Best regards,
*********************
Initial Complaint
Date:02/21/2024
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.
Order was not clearly communicated as a subscription. Was told the supplement I was buying was fine with medication I was taking - IT WAS NOT.Taking advantage of a senior citizen?They do not answer the phone.They did respond to an email as to how to return the product.Returned the product, with ***** tracking confirming receipt on 1/29/24.Sent letter via ***** with confirmed receipt on 2/14/24. As of 2/20/24, still no credit/refund.Amount in dispute: $339.85
Business Response
Date: 02/27/2024
Good Day,
First and foremost, I want to extend our sincerest apologies for the series of misunderstandings and inconveniences you have experienced with your recent order. It is clear that we have not lived up to the high standards we set for ourselves, especially in communicating the nature of the purchase and ensuring it was safe for you to use with your medication. Please know that taking advantage of anyone, let alone a senior citizen, is completely against our company's ethics and values.

Upon reviewing your case, I am relieved to confirm that a refund for the full amount of $339.85 has been processed. While this should typically reflect in your account within 5-10 business days, given the delay you've already experienced, we are actively monitoring the situation to ensure there are no further hitches.
We are taking your feedback very seriously and are currently reviewing our internal processes to prevent such incidents from happening in the future. This includes better training for our customer service team to handle queries more effectively and ensuring our product information is clear and accurate, especially regarding subscription terms and health-related concerns.

Once again, I apologize for the frustration and inconvenience this has caused you. We value your trust and are committed to making things right. Please do not hesitate to reach out to me directly if you have any further questions, concerns, or feedback.

Warmest regards,

Customer Answer
Date: 02/28/2024

Complaint: 21323605

I am rejecting this response because: they said they would be issuing a full credit. Instead. yesterday, 2/27/24, they charged (!!!) my credit card 2 times for $49.95 and issued 3 credits of $49.95 This is a net credit of $49.95.
Sincerely,

***********************
Business Response
Date: 03/04/2024
Hello,
I have attached a refund receipt.
Currently, the refund is again pending but will post in a few days.
Thank you!
Initial Complaint
Date:01/28/2024
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.
Dec 19,2023 Order was from an ad in ************************* for Truvarian The invoice I received for the product Truvarian indicated I could Email **** at *************************** email does not exist or was rejected and not delivered.The invoice stated PayPal credit card would show a charge by Healthy ************* ot from Legendary Ventures neither of which exist. On the PayPal invoice the charge shows up as from Prosper Wellness. After a lot of research I found Prosper Wellness. It took a lot longer to locate the website. I finally found the page where ********* was listed. This was not the main conflict. I did not have any address or email address until I found the website where all the information about Prosper Wellness was listed.PayPay did not have the information listed either. Here is the main conflict: I received two packages addressed to ************************* and one was addressed to no name. Both shipped to the same address. I was charges for both individually on my PayPal Card. $178.00 for each. I half of one bottle and I an receiving no results in seeing my hair grow. I want to return all four bottles for refund. What Address do I return the to.?shipment. I had no method to return them as I have no address. Is the address on the website the right one.
Business Response
Date: 01/29/2024
Hi ******!
Thanks for message. I apologize if you had difficulties in contacting us.
I went ahead and processed a refund for your purchase.
Attached are copies of your refund receipt. And the refund will post in 3-5 banking days.
I appreciate your patience and have a great day!
Initial Complaint
Date:11/27/2023
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 made my order 10/15/2023 for neuropathic gummy and charge on my credit card Discover them a message I received take about 5 minutes to received email with confirmation # but never received, called a few times and L/M and wait 24 hours to theyre called my back,send emails and never respond back and still waiting for my order also I reported to the credit card after I waited for 2 weeks but still no received answer from them
Business Response
Date: 11/28/2023
Hi *****,
Thanks for your email. Sorry to hear that you did not receive your order.
Upon checking, we did ship your order on October 16 and it shows that it has been returned to us.
If you would like us to send another package, please let us know.
Thank you!
Initial Complaint
Date:11/08/2023
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 ordered Joint Restore Gummies from Prosper Wellness for my wife, ******************************* at a cost of $209.91. I received it on 5/5/23. After reading the side effects, both my ******** became apprehensive. We were scared and decided to return the product, unopened, on 5/12/23. It was sent via **** certified mail Tracking# **** **** **** **** **** 50 showned to be delivered on 5/15/23. After 2 weeks, on 5/30/23 no evidence of reimbursements, I followed up with an E-Mail to Prosper Wellness. On 5/31/23, I received a confirmation e-mail from ****************************** stating she had issued a refund of $209.91. On 6/6/23, with no evidence of an refund posted to my debit card account, I followed-up with an e-mail. (Please refer to attached). Since then, I have made incessant attempts, via phone calls to the site's tel# ********** leaving messages with the courtesy of a response. I also followed-up with e-mail but still no response. I am kindly requesting BBB to dispute this matter on my behalf with Prosper Wellness to issue my refund of $209.91 without further delays. Thanks!
Business Response
Date: 11/09/2023
Hello,
Thanks for your message and we do apologize for the inconvenience.
We have processed a full refund for you, please wait 3-5 banking days for the refund to post to your account.
Thank you!
Business Response
Date: 11/09/2023
Hello,

Thanks for your message and we do apologize for the inconvenience.

We have processed a full refund for you, please wait 3-5 banking days for the refund to post to your account.

Thank you!
Customer Answer
Date: 11/16/2023
Good morning *****, so far, no indication of an impending payment from the seller. *************** to your email within 7 days as requested. Thanks! **********;
Business Response
Date: 11/16/2023
Hello,
The refund was sent to card ending in 1650.
A proof of refund was also attached previously.
I do not see any error or delays in the refund processing on our end.
Thank you!
Initial Complaint
Date:09/12/2023
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.
09/03/2023 ordered some gummed for my nephew. Tried to call and left messages Emailed. No response. It was suppose ship to ******************* in colorodo. I am *************************** who paid 80 for this product
Business Response
Date: 09/13/2023
Hello ******,

Thanks for your message. I see that your order was shipped on September 4. Your order should arrive in 5-7 business days.
You can track your package by clicking this link: ***************************************************************************************
It shows an ETA of September 13.
Thank you!
Initial Complaint
Date:08/31/2023
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.
Apparently, I made an error in the information just posted. This transaction was made 7-17-2023.7-17-2023 I answered a Prosper Wellness ad that said, "Buy three and get three free". I was billed $178.00 and $177.99. The transactions were billed to my **************** card. The Am Ex was paid. I contacted Prosper Wellness ** and left a message, My call was not returned.I sent an email to the listed email address, which was not delivered. After several unsuccessful attempts I reached a live person and was informed I could receive a refund by returning three bottles. I have no invoices, since the transaction was done online.I gave a lady my name and email address and she was able to find these transactions very quickly.So far, I am satisfied with the product and have full knowledge of the word 'free".My complaint is Prosper Wellness' ad is misleading, at best, and fraudulent.The $177.99 amount will be contested with ****************.
Business Response
Date: 08/31/2023
Hi ****,
Thanks for your message. Sorry to hear that you have had trouble reaching us.
We have processed a refund for the said charge. It should post to your account in 3-5 banking days.
Attached is a copy of the refund receipt which serves as the proof of refund.
Again, we apologize for the inconvenience.
Thank you!

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