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:01/13/2025

  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 for Redimind a memory supplement about 1/2 hour ago. Immediately after I placed the order, I thought that I should’ve checked the price on Amazon so I did that. The price was exactly the same except with Amazon because I’m a prime member I don’t pay for shipping whereas this company is charging $5 for shipping. I called them literally within two minutes of placing my order and asked to please cancel the order. When you call their phone number it literally says “press 3 to cancel your order. Inc. I spoke with a person and even asked for a manager when I couldn’t get satisfaction that I wanted to cancel my order because I realized I could get free shipping on Amazon or if they wanted to offer me free shipping, I was happy to buy it from them. They claim that I could not cancel it even though it was only two minutes after I had placed it but that once I received it, I could return it which frankly is just a real pain in the neck anyhow, I think this is a very poor practice particularly when their menu their phone menu says press three to cancel your Order. If you could please investigate this with them. I would appreciate it very much thank you.

  Business Response

  Date: 01/13/2025

  Hello

  You were given correct information as stated in the terms and conditions at *******************. As such, we abide by the terms and cannot offer a refund in this circumstance. Thank you

• Initial Complaint

  Date:12/30/2024

  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.

  First of all, I have had zero benefit from this useless junk. I gave it a fair chance and used the whole 30 day supply. Second of all, when I asked for a refund that they say is good for 30 days they gave my this pansy, lame ***** excuse that it was passed the 30 days! I got my invoice purchase on 11/23/24 and didn't actually receive my shipment for a week later...ie 11/30. Now on 12/29 they're pulling a stunt. Stay away from this useless product and cheating business. Just look at all the complaints on the BBB website for the same kind of nonsense. I'll be filing a claim with my credit card company, the BBB and advising Amazon directly to remove their products from listings.

  Business Response

  Date: 12/30/2024

  Hello

  We take libel very seriously. The terms and conditions are explicit at *******************. We will not be extorted. If any libelous claims are made to any partner of ours, we do take civil action (ie Nutreance et al. v *******). We condemn such underhanded and entitled actions in the strongest possible terms. As such, we abide by the agreed upon terms of the contract and deny this refund.

  Thank you

• Initial Complaint

  Date:12/06/2024

  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.

  I ordered product from Nutreance and they did not send product or give a refund after weeks on end. I have contacted them over and over, and all they offer is to send more product. I lost all faith in this company and certainly do not want to try their supplements anymore with such company ethics (or lack of). I want this to become public knowledge that this is not a trustworthy company, and I want my funds returned.

  Business Response

  Date: 12/06/2024

  Hello

  This complainant is not being entirely truthful. She exhibited highly suspicious behavior at the outset. After ordering the product, she contacted us to cancel the transaction. She was informed that the order had already processed and could not be canceled. Subsequently she stated she had not received the product, and it was held in customs. We offered to send a replacement order to her in addition to the order that was held in customs, at no additional charge. We simply wanted to confirm her complete and current address.

  The complainant would not do so and remained willfully uncooperative, repeatedly threatening legal intervention. She stated that she works in the legal industry and is now, "on the case." However, we have not received any contact from her legal representative. 

  Company policy dictates that all legal threats must be referred to our own legal department. As such, we hereby withdraw our prior offer of replacement and continue to await contact from the complainant's attorney. 

  We are happy to furnish the BBB with the entire correspondence upon request. 

  Thank you

  Customer Answer

  Date: 12/06/2024

  
  ********** ********
  
  I am rejecting this response because:

  this Company is suspecting and assuming ‘suspicious’ behaviour on my part to avoid paying my money back that they owe me. It is very easily travel able that this shipment never arrived at my address as per their shipping link provided. 
  

  May I also note that they say that they allow a return policy and there are dozens of complaints by other clients that this is in fact untruthful. So how come they wouldn’t pay me back for an unreceived order (provable)?

  I didn’t say I work in legal, I said I work in the field, in regards to customer service and e-commerce and yes absolutely, I told them I will escalate this case if they insist on stealing from me.

  I have never been treated as a “suspect” by a company that fails to deliver product for payment and refuses to settle. This is a first and absolutely not tolerated. 

  Sincerely,
  
  ******** ******

  Business Response

  Date: 12/06/2024

  Hello

  We are happy to disclose the entire correspondence. We maintain our earlier position, withdraw our offer of a replacement, and await contact from this party's legal representation. Thank you

• Initial Complaint

  Date:11/22/2024

  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 had ordered some products from Nutreance September 20, 2024. After deciding it wasn’t for me I called their Customer Support Team phone number ###-###-#### as listed in their Return Policy on October 9, 2024 requesting to return their products after deciding it’s not right for me. I was told to return said products and call back with the tracking number to make sure I would get my refund owed to me according to their Return Policy’s 30 Day Money Back Guarantee. After mailing return products and calling Customer Support ####-###-#### they said I would have to send an email with Order numbers and reason for return. There was two orders returned: Order # *********** and Order # *********** I called back twice to give the tracking number information and was told by Customer Support to do something else. I want to know how I will be getting my money back guaranteed as no other information was given to me with the first call I made on October 9, 2024. Please look at Paragraph 2 on your return policy that says: “Just contact us by phone or email within 30 days of your original purchase to request a return. Our customer support team will be happy to provide you with instructions on how to return your product for a refund.” That is exactly what I did - Again - I contacted you by phone on October 9, 2024 and was told as I have previously said - to send the returns and call with the tracking information number to get my refund minus the shipping cost. I did not send an email request at that time as it says JUST CONTACT US BY PHONE OR email within 30 days of your original purchase to request a REFUND. I CALLED ON OCTOBER 9, 2024. HE DID NOT SAY TO SEND AN EMAIL! WHERE IS MY REFUND? This is a SCAM!

  Business Response

  Date: 11/22/2024

  Hello

  This complainant has received extensive correspondence from us. Her claim is simply false. She may have taken it upon herself to send product back; however she violated the terms and conditions and never received authorization. We corresponded with her, denying such extortion and pointing out the violation, immediately. As such, we continue to deny this request. Initial correspondence below:

  RETURN
  
  
  
  
  **** * Tue, Oct 22, 8:15?PM
  
  ?I called your Customer Support Team phone number ###-###-#### as listed below in your Return Policy on October 9, 2024 requesting to return your products a
  
  
  Nutreance <*********************>
  Tue, Oct 22, 8:51?PM
  
  
  
  to ****
  
  
  
  
  
  
  
  Hello ****,
  
  Thank you for reaching out to us.
  
  Unfortunately, as per our records, the most recent order you have was placed back on September 20, 2024 (Order # *********** and Order # ***********), and it falls outside of our 30-day return policy.
  
  Regrettably, we cannot grant a refund for this purchase.
  
  To learn more about our terms and condition, please check it here: ****************
  
  Please feel free to reach out to us if you have any other concerns. 
  
  
  
  

  Customer Answer

  Date: 11/22/2024

  
  Complaint: ********
  
  I am rejecting this response because:
  

  they are saying that this is something that just happened out of the blue. This has been going on since early October BEFORE THE 30 day deadline and followed THEIR INSTRUCTIONS on the return. They are falsely accusing me of something I have not done except to get my money back AS STATED IN THEIR RETURN POLICY. 
  Sincerely,
  
  **** *******

  Business Response

  Date: 11/22/2024

  Hello

  We did not state that at all. In fact, we included the date and time stamp of the emails. It goes toward material fact that the complainant contacted us outside the return policy. As such, we continue to deny this request.

  Thank you

  Customer Answer

  Date: 11/30/2024

  
  Complaint: ********
  
  I am rejecting this response because:
  
  What I am saying is that I CALLED on September 22, 2024 AND SPOKE to YOUR CUSTOMER SERVICE REPRESENTATIVE ABOUT RETURNING YOUR PRODUCTS AS I WANTED TO  AS  STATED  IN  YOUR GUARANTEED  RETURN  POLICY  ON YOUR  WEBSITE  WHERE I READ IT STATING that I could CALL OR EMAIL . . .

  AGAIN  it  STATES  TO  CALL  OR   EMAIL 

  WHEN I SPOKE TO YOUR REPRESENTATIVE HE SAID TO ME :

  TO RETURN BY MAIL -

  TO CALL BACK WITH THE TRACKING NUMBER -

  AND YOU SUBMIT A REFUND ! ! ! ! !

  UNFORTUNATELY  THE  LAUGH  IS  ON  ME

  YOU HAVE YOUR PRODUCTS , AND  YOU LYE TO PEOPLE JUST TO GET A BUCK

  SHAME ON YOU ! ! ! ! ! 

  Sincerely,
  
  **** *******

• Initial Complaint

  Date:10/16/2024

  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.

  Received an email on 10/10 indicating order failed on 10/11. How is email sent BEFORE the date of so called failure. Receive an email on 10/15 order processed and shipped at 7:30 pm. It’s only 12:30pm I immediately call to cancel. Told I needed to give 24hr notice. How do you give notice when you have no idea it’s being process and because you were informed on 10/10 order failed. Clearly it had not yet shipped because it was not 7:30pm in *** Customer service agents rude and hung up. This company does nothing but provide false and inaccurate information with no intent in assisting customers. I want nothing less than a full refund and will not do business with this company again.

  Business Response

  Date: 10/16/2024

  Hello

  We must deny this request. The complainant specifically selected the 30 day auto-ship option and ignored the one-time purchase option. She also benefitted economically by doing so. The card provided had insufficient funds on the day of the charge which automatically triggered a notification that we would try her card again the next 3 days. We did not receive any contact from the customer at that point until October 15th. On the 15th, per the email notification, the transaction was authorized and processed. 

  The complainant acknowledged she received the previous email and admitted she did not contact us to cancel until that day. We referred her to the terms and conditions which explicitly stipulate we must be given 24 hours notice prior to the next charge. As such, the charge and shipment could not be canceled. 

  At that point, despite agreeing to the timeline, events, her lack of response, and the contract terms, the complainant threatened to file a fraudulent dispute with her bank. We immediately notified her that we have a zero tolerance policy for theft, fraud, or any other illegal behavior. 

  As such, we deny this request and have ended our relationship with this client. Thank you

  Customer Answer

  Date: 10/17/2024

  
  Complaint: ********
  
  I am rejecting this response because:

  This scripted response is almost comical if it were not for the false information, statements and blatant lies. Their customer service consists of rude agents that will hang up on you, along with threats and intimidation. There’s a reason they have a 1 star satisfaction rating which has nothing to do with the products.
  
  Sincerely,
  
  ***** *******

• Initial Complaint

  Date:09/25/2024

  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.

  On August 4th I ordered 4 bottles of ********. I was really excited to try them. Unfortunately they did not agree with my stomach. I called and explained my situation. The person I talked to said to mail them back. I asked if there were any specific instructions. I was told no just send them back. My husband took them to the post office and mailed them back. I called a couple weeks later and clicked on check on order because there was nothing about returns. They checked and said they had received my order and it usually takes a little while to give them a little more time. I called yesterday and the check on order said they couldn’t do that in that department I had to send an email. So I sent an email asking for a refund. I got an email back saying they could not send me a refund because I violated their terms and conditions.

  Business Response

  Date: 09/25/2024

  Hello

  You were given accurate information by our email representative. We have no record of a phone call in which you received instructions to return product. We do require tracking and, for the fastest possible processing, to include the order number. All returns must first be authorized through our return department so that our warehouse is notified of any incoming shipments. 

  Your initial correspondence to us on September 24th does not make mention of the date in which you supposedly spoke to a representative. We have no record of any recorded call within the 30 day return window.

  As such, we must deny this request for a return.

  Thank you

   

• Initial Complaint

  Date:06/13/2024

  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.

  I placed online order for a 2 mth supply of what I thought was a beef liver supplement. Upon receiving the 2 bottles, I learned the product was for liver support, not beef liver. I contacted company via email stating my request to return the unopened bottles for a refund. The reply sent gave the return address for refund. I mailed both unopened bottles at my cost with a postal tracking # associated to company and included the packing slip from my order. Per the usps website tracking the pkg was delivered on 6/3. On 6/10 I had not received refund, and I reached out via email and by phone to check status of refund. I had 2 calls hang up on me as soon as I asked about it. A 3rd person stayed on phone, and after getting my info, he stated that they had in fact received my return, and that the returns were given to supervisors and that I would have my return within the next 48 hrs. I then check my email a few hours later, and a reply to my email stated they had NOT received my return. I then replied to that email with info the person on phone told me. Thinking I should patiently wait the 48 hours to see the refund to my account show up, it did not and has not now at nearly 72 hrs later. I call customer support this afternoon, and have to choose the option as if i were wanting to place an order, because the phone calls are not answered if questions or return inquiries. The rep proceeded to tell me they don’t handle returns and I have to email support. I tell the person i spoke to someone on Monday and they were able to look up the status of my refund. The person hung up on me. There has been no rude unacceptable behavior on my part. I don’t think Im being unreasonable in my efforts to receive my refund of nearly $80. It feels like avoiding responsibility over communicating more time needed to refund my money. Hanging up and avoiding and claiming item not received, leads me to question theft. Horrible customer service. Please help resolve

  Business Response

  Date: 06/13/2024

  This complainant has made several false accusations. First- the product is transparently advertised with all ingredients prominently displayed. The assertion that we are in any way representing beef liver is simply untrue. The complainant has also received prompt, civil service at every point. We have recorded phone calls to prove this point.

  Lastly, this complainant is attempting to extort our company. She was refunded quite some time ago, and appears to understand this. We cannot and will not refund a specific transaction repeatedly. We can take no further action, considering this matter was resolved some time ago and the complainant's history of falsifying her experience with our company. Thank you

• Initial Complaint

  Date:05/30/2024

  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 need help with a refund. On April 7th, I ordered from and paid Nutreance $79.90. Later I read a large number of dissatisfied customer complaints and tried to cancel the order but was told it was too late. I then was told to receive the order, not to open it and mail it back to Nutreance as per instructions. The package was received by Neutreance on April 13th, as per the tracking number. I was informed the refund time would be 10 to 20 days. I am still waiting. Also I sent an e-mail to the LLC owner weeeks ago and have not received a response. HELP!

  Business Response

  Date: 05/30/2024

  Hello

  There is no customer that corresponds to that particular name and address. Please respond with correct and current information, including the order number. 

  Thank you

  Customer Answer

  Date: 05/30/2024

  ******** ******* name-Nutreance. Order number - ***********.

  Business Response

  Date: 05/30/2024

  Hello

  That order number does not correspond to the address provided in this complaint. What is the correct and current address associated with this account please?

  Customer Answer

  Date: 05/31/2024

  This is what I have,return number *********** In an email from Nutreance.

   

   Thanks for reaching out! It seems your Order # *********** has already been processed and is currently in transit, therefore, cannot be canceled as per our terms at *******************************

  Also they mailed it to my address in *******      **** ***** *** ***       ***** **** ***  

  My address in ************** ***** ****                                         ***** **** *** *****

  Business Response

  Date: 05/31/2024

  Hello

  That does correspond to the order we have on file. We have received the return and will refund it when it is received into inventory which is done once per week.

• Initial Complaint

  Date:04/30/2024

  Type:Product 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 purchased their ********* supplement and returned the product unopened because since the ingredients could not be disclosed to me by the company - never heard of such a thing - my heart doctor could not give her approval. According to their return policy once rhe product is received by the company, even completely used, a refund will be immediately issued. I have **** tracking confirmation of the delivery to their company and they have refused to issue a refund.

  Business Response

  Date: 04/30/2024

  Hello

  This complainant received immediate correspondence (available upon request) that her return was authorized and will be refunded when the item has been received into inventory. This particular complainant chose to send numerous threatening emails instead of remaining patient. We will not refund the transaction until the item has been received into inventory. We are happy to disclose the full correspondence upon request, though the complainant may be ashamed of it. 

  As such, we must currently deny this request. 

  Customer Answer

  Date: 04/30/2024

  I did not  threaten anyone but they got very rude to me. I just wanted them to comply with their refund policy. I've received the refund now but I'll never do business with them again. She was quite rude to me yesterday.

• Initial Complaint

  Date:04/24/2024

  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.

  On March 7, 2024, I purchased ********* from Nutreance through ******. After taking the product for 9 days I realized that it was the cause of constant bloat and abdominal discomfort for me and stopped taking it. As advertised on Nutreance's website "Every Nutreance purchase is backed by our 30 Day Money Back Guarantee", see screenshot attached hereto. Accordingly, I emailed them to initiate a refund. In response I received a decline to honor their policy as I purchased the product through ****** and not from their website directly. I responded by respectfully disagreeing as the satisfaction guarantee is attached to the product itself, and not a return policy. I note that even though the product was purchased on ****** the seller was in fact Nutreance which I verified with ****** and is also seen on the receipt, attached hereto. I would like Nutreance to be held to honor their guarantee. Thank you.

  Business Response

  Date: 04/24/2024

  Hello

  ****** handled this complainant appropriately. ****** governs their own return policy for all products sold on their platform. We are not party to it. This complainant does seem to under that situation. We flatly reject any appeal for privilege or preferential treatment. For instance, if a customer were to buy a **** shirt from *********, ********* determines their return policy. It is the height of entitlement to appeal directly to **** and demand money. We therefore reject this request and consider the matter closed. Thank you

  Customer Answer

  Date: 05/03/2024

  Despite the fact that their argument is flawed as returning a shirt is not at all the same thing as a satisfaction guarantee, there is no point in continuing this argument with an unscrupulous and dishonest company.  Rather I have reached out to ****** who is in fact an upstanding company and they have refunded my money.  

   

  I would definitely like my complaint to reflect not resolved and dissatisfied with this company. 

   

  Thank you,

  *****