Complaints
This profile includes complaints for GOLO, LLC's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 75 total complaints in the last 3 years.
- 11 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:03/07/2024
Type: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.
Swollen bump on nose
Business Response
Date: 03/11/2024
Customer's order was placed on 2/6/24 and delivered on 2/10/24.
She emailed GOLO Customer Support 10 days later (2/20/24) requesting a return. Return instructions were sent via email from the return dept. the same day as the return request, 2/20/24.
The email requesting a return stated the following, "too much food If the pills are working, they are working on too much food...have not lost anything and has have all these food suppies/ want a refund with return". There was no mention of a swollen bump on her nose in the return request as is mentioned here.
The ingredients in our supplement, Release, are natural, plant-based and historically have no known side effects or drug interactions. We are unable to issue medical advice but have not received complaints of people developing any swollen bumps from the supplement. We do encourage all customers to check with their doctor for any questions regarding their personal health.
We will be happy to process a refund for this customer as soon as the product is returned. We have resent the Return Instructions that were sent on 2/20/24 to the email address on file.
Initial Complaint
Date:02/23/2024
Type: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.
So I purchase go on or about 11-22-23 and have been taking it up until 2-15-24. I purchased the goal over release plan which was $60 and I'm not really upset about the price I'm upset about the results and the way I felt while I was taking this product. Immediately after starting this product I felt hungry but didn't have the drive to fix anything or eat I went two days without eating and then I started having severe cramps in my stomach so I forced myself to eat a light meal a sandwich and some chips. 4 days had gone by and I had not used the bathroom yet and when I finally did I had severe pain in my stomach area and had a great difficulty going to the bathroom. I continued this for 90 days and I finally threw them away and have contacted the company GOLO LLC for a refund and they refuse to refund until I mail them a letter with my info and stating why it did not work they will not give me a refund until I do this and I have to pay for that as well which I think is a joke. I really think that this product should be taken off the market it's harming people. And I wanted to file a complaint open that this would help others not to buy and take this product.Business Response
Date: 03/11/2024
This order was placed on 11/29/23. We received no communication from the customer since the order was delivered in early Dec 2023. On 2/22/24 we received a request to return. The request did not mention any of the items that are listed in this BBB complaint.
The email from the customer stated the following, "Yes I've been trying go though as directed for the past 3 months and have not lost any weight I won't be ordering again because it did not work. But you offer a money back guarantee that it does work and I'm emailing to get a refund for the money that I spent. I kindly asked for a refund and a timely response to my question and refund please thank you."
The customer was sent return instructions via email the same day that the request was received, 2/22/24. He responded on 2/23/24 stating that he would be sending the product back.
I would like to address the statements made in this complaint that were not mentioned to us previously. The ingredients in the Release supplement are natural, plant based and historically have no known side effects or drug interactions. It is not an appetite suppressant and contains no caffeine or other stimulants. The instructions listed on the bottle state that the supplement should not be taken on an empty stomach. If the customer was taking Release without food, this could be why he was not feeling well.
GOLO is proud to have over 4 million customers who have tried the GOLO for Life plan with Release and a 98% customer satisfaction rate.
We are more than happy to process a refund for the customer once the return is received.
Initial Complaint
Date:01/11/2024
Type: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 didn’t receive the product. I called to let them know I didn’t receive the order.. The lady said okay. I told her just refund me my money.Business Response
Date: 01/15/2024
Customer's order shows scanned as delivered on 1/3/24. She contacted us via telephone that same day asking for status. We advised her that the tracking showed it as delivered but she stated that it had not arrived. We asked her to please wait 48 hours to see if it arrived because in some cases, the mail person scans it as delivered but inadvertently leaves the package in their truck. We told her to please reach back out to us if it was not delivered so that we could expedite another package or issue a refund, whichever she would prefer. We also sent her an email with directions on this process.
As of today, 1/15/24, we have not heard back from the customer via email or telephone so we assume that she has received her package. If that is not the case, we just need to know so that we can proceed with a reshipment or a refund.
Initial Complaint
Date:09/15/2023
Type: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 an online order for GOLO's dietary supplement, on 3/25/23'. The total was $54.95. They made false claims about weight loss, supporting insulin sensitivity, and relieving stress.I became very ill after using the product . I feel GOLO is unfair and deceptive with their claim. I've been scammed, since they will not respond to my phone calls or emails. I want a full refund! They advertise a full refund within 60 days, but would never respond within the 60 days!Business Response
Date: 09/25/2023
GOLO is proud to have helped countless customers gain control of their weight and health with our program. We take customer complaints very seriously however, this customer never told us in any of her 2 phone calls that she became ill after taking the product.
GOLO offers a 60-day money back guarantee. This order was placed on 3/24/23. The first communication we had with her after the purchase was on 8/7/23 when she called to request a return. She was advised via email later that same day that the order was no longer eligible for return due to the amount of time that had elapsed. She called again on 9/14/23 and reached our overflow call center. She requested to speak with a GOLO representative. We returned her call on 9/18/23 at 2:16pm and left her a voicemail. We have not heard back from her since this message was left.
Customer Answer
Date: 10/06/2023
Better Business Bureau: I have reviewed the response made by the business in reference to my complaint and have determined that this does not resolve my issue. For your reference, details of the offer I reviewed appear below. **In order for the bureau to continue to assist you, you MUST provide your view on the matter or your complaint will be closed as answered. Please reopen my case. It has not been resolved! Golo has not refunded me! Regards, Complaint ID: 20612941Business Response
Date: 10/13/2023
We are truly sorry that we are not able to offer you a return/refund but unfortunately, our system simply wont allow us to send a return authorization on an order that is 5 months past our allotted time period that we allow for returns. We have however, closed out your account and have confirmed that you are not on our mailing list.
We hope that this resolves the matter and wish you well on your journey to better health.
Initial Complaint
Date:08/26/2023
Type: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.
Business will not issue a refund even after I informed them of negative side effects ( bloating, upset stomach, heartburn) and I did not see any results or weight lost using the product over several months with diet and exercise. Customer service via email was very rude. I am requesting a full refund due to unsatisfactory product and false claims. Order No. 500005653209 Order Date: 06/19/2023 Shipping Address: ********* ****** ******** ******* **** *** **** ********** ** ***** ***** ******* ******** ********* ****** Payment Status: Paid Payment Method: Discover 7490 Subtotal Shipping (Free Shipping 3-7 Day Delivery) Discount Code Tax Total: All amounts are in USD $74.90 $0.00 $0.00 $0.00 $74.90Business Response
Date: 08/31/2023
GOLO is proud to offer a 60-day money back guarantee on all first time orders. This policy is in place so all customers have the chance to try the product to make sure it works for them. If they order more than once, it can be assumed that the product is working and they are not having any issues with it. This customer has been ordering with us since June 2022 and has placed 7 orders.
I have reviewed all of the emails that she has sent to us and she has never mentioned that she has had any negative affects from taking Release.
On Aug 5, 2023 she emailed requesting a return on her last order from June 2023 but was advised that she is not eligible for a return based on our return policy.
Customer Answer
Date: 09/11/2023
Better Business Bureau:
I have reviewed the response made by the business in reference to my complaint and have determined that this does not resolve my issue. For your reference, details of the offer I reviewed appear below. I order the Golo supplement again because I wanted to try it and give it a chance to work. It did not work in the time I used it and I did not lose any weight. Towards the end of my time trying Golo that is when the negative side effects started (diherhea, bloating, nausea, etc).
**In order for the bureau to continue to assist you, you MUST provide your view on the matter or your complaint will be closed as answered.
Regards,Complaint ID: 20524740
Business Response
Date: 09/25/2023
Unfortunately we are unable to offer a refund. We will however, close out your account and remove you from our mailing list if you were subscribed.Initial Complaint
Date:08/17/2023
Type: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.
My name is ********* **** and I am a first time orderer for GOLO. This program did not work for me at all and I followed everything. Also, before I realized the program was not working for me I ordered another bottle of GOLO and I would like a refund for that as well as it has not been opened or used. I am also seeking a refund on the first time order. I have sent numerous emails and called numerous times and requested to speak to s supervisor to explain my situation and am being denied a refund. Please process two refunds for order numbers: 500005775092-the first order that did not work and the second order that has never been opened and I am happy to send it back with the box with all material in tack: 500005992866. Please refund the entire order as I do not want to escalate this any further.Business Response
Date: 08/18/2023
I have reviewed your account and all communication with our customer service team. The calls and emails were sent on the same day that this complaint was filed. It looks like you requested a manager, we simply had not had time to get back to you yet.
An order was placed and returned from this same mailing address last year under a different first name. Additionally, the person who emailed and called requesting the return for this order is the person listed on the previous order that had been returned, hence causing confusion.
This morning you were sent return instructions on how to return your order for a full refund. Your account with GOLO has been closed. Please follow those instructions to get the products returned to us and we will be able to process the refunds.
Customer Answer
Date: 09/07/2023
Better Business Bureau:
I have reviewed the response made by the business in reference to my complaint and find that this resolution is satisfactory to me.
Regards,
Complaint ID: 20486323
Initial Complaint
Date:07/10/2023
Type: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.
After seeing on the commercial that the product has a guarantee, I bought it thinking it would work. It hasn't, in fact, I have gained weight. Please issue a refund immediately. Thank you! Order# 500005404476Business Response
Date: 07/24/2023
Customer requested a return/refund on 7/10/23. We responded on 7/11/23. Upon review of this account today, 7/24/23, a full refund was issued last week. Closing out his request within 1 week.Customer Answer
Date: 07/31/2023
Better Business Bureau:
I have reviewed the response made by the business in reference to my complaint and find that this resolution is satisfactory to me.
Regards,
Complaint ID: 20301896
Initial Complaint
Date:05/10/2023
Type: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 purchased their product awake reduction product. It showed most people would lose weight in 30 days so apparently I’m not most people so I purchase 90 days worth of product, hoping to lose the allotted amount that you should lose in 30 days I did not use this when I first got it. I had to check with my position first. What’s the time in now that I’m 90 days into the products I did not use the weight at all maybe 1 pound because of eating different I contacted the customer service basically said it’s over 60 days can’t help me.Customer Answer
Date: 05/10/2023
This is the address it’s on the bottle GOLO LLC Newark,DE 19713 USA 800-730-GOLOBusiness Response
Date: 05/12/2023
GOLO is proud to offer a 60-day money back guarantee on all first time orders of a product. This order was placed on 11/30/22 and we received a request for a refund on 5/10/23. Because the refund request was made approximately 4 1/2 months after the order had been placed, we were unable to accept a request for a return.Customer Answer
Date: 05/15/2023
Better Business Bureau: I have reviewed the response made by the business in reference to my complaint and have determined that this does not resolve my issue. For your reference, details of the offer I reviewed appear below. **In order for the bureau to continue to assist you, you MUST provide your view on the matter or your complaint will be closed as answered.Like I said it in my complaint it took me a month to get into see my doctor to see if it was OK to take. He wanted to see the product before he would let me take it because I have medical problems. After he approved it, as you can see I purchase three months worth of products that’s why I am now emailing you about the problem , totaling around 4 1/2 months. The product may work for many but it did not work for me. That’s why I am asking for a refund. Regards, Complaint ID: 20042351Business Response
Date: 06/12/2023
Unfortunately too much time has passed since the purchase to issue a refund via credit card - the system will not allow a refund any longer. We will need to issue you a paper check. We have sent you an email to confirm this information so that we can complete your refund.Initial Complaint
Date:03/13/2023
Type: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 returned the Golo product unpprned yet they ate still billing me for "Afterpay" and charging "late" paymentsBusiness Response
Date: 04/03/2023
This complaint was submitted on 3/13/23 and your return was received and processed on 3/16/23. Your account was refunded in full on 3/16, you are no longer being charged for the order.Initial Complaint
Date:10/04/2022
Type: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 purchased their diet pills GOLO. It ended up I cannot take them. They interact with my current medication . I called them on 10/4/22 to find out what to do. I was informed I could return them for a full refund but I had to pay for return. There is absolutely nothing in the paperwork that come with the pills that states that I would have to pay for return. I informed them that it states nothing about me having to pay for the return. This is the only way I can get my refund . But now its part of their policy that the customer pay return. But they can't justify on why there isn't anything in the pamphlets that were enclosedBusiness Response
Date: 10/14/2022
GOLO is proud to offer a 60 day money back guarantee. We ship the product to you for free however, if you choose to return we do not cover the return shipping. Return information and instructions are not included in the GOLO for Life plan booklets that come with your order. Our return policy is available on our website here: https://www.golo.com/policies/refund-policy You can also access it through your online customer account.
A return authorization and instructions on how to return were emailed to this customer on 10/4/22. (see below)
--------------- Forwarded Message ---------------
From: [email protected] [[email protected]]
Sent: 10/4/2022, 10:57 AM
To: **********************
Subject: Return Authorization
RETURN INSTRUCTIONS:
Return package to:
GOLO, LLC
203 Gabor Drive
Newark, DE 19711
Complete the info below and include it with your package or your refund may be reduced.
At GOLO, we support customer returns for any reason.
In order to receive a full refund, please return all booklets, and any remaining supplements – or empty supplement bottles to the address listed above. If all items are not received, your refund may be reduced. (Please note: original packaging is not required for a refund; also if you have thrown away a supplement bottle, please just make a note of this on your return authorization - we will not deduct from your refund for this reason).
You must have your return postmarked within 10 days of this notification.
To ensure proper credit to your account, GOLO recommends that you obtain tracking information on your return package. Please save your shipping receipt until your refund has been received.
Your Return Authorization # is: 500003199816
Please circle which item (s) you are returning:
RELEASE Go-Digest
Please complete this form and include it with your return; if not included your refund may be reduced.
If you are unable to print this form, please handwrite the same information on a piece of paper and include it with your return.
Name: ____________________________________________________________
Address: __________________________________________________________
Email: ______________________________ Phone #: ____________________
Once your return is received, refunds are processed within 7-10 business days.
As a reminder, GOLO’s policy allows returns 60 days from the date your package
is received. The customer is responsible for all return shipping costs.
Click here to review our full return policy: https://www.golo.com/pages/terms
Thank you,
GOLO Customer Support
800-730-4656
www.golo.com
***CONFIDENTIALITY NOTICE***
This email contains confidential information which may also be legally privileged and which is intended only for the use of the recipient(s) named above. If you are not the intended recipient, you are hereby notified that forwarding or copying of this email, or the taking of any action in reliance on its contents, may be strictly prohibited. If you have received this email in error, please notify us immediately by reply email and delete this message from your inbox.Customer Answer
Date: 10/18/2022
Better Business Bureau: I have reviewed the response made by the business in reference to my complaint and have determined that this does not resolve my issue. For your reference, details of the offer I reviewed appear below. **In order for the bureau to continue to assist you, you MUST provide your view on the matter or your complaint will be closed as answered. I do not agree with their answer because they really did not respond with what they intend to do, they just said the same thing they told me on 10/4. I don't even know when I need to return it by. My issue is they include 4 pamphlet and there is nothing on any of those pamphlets that mention returning and having to pay for returning. I want them to send me a return label. Regards, Complaint ID: 18166230Business Response
Date: 10/26/2022
We will be happy to issue you a full refund once the return is received. The instructions sent to you via email and in this response detail what needs to be returned however, I have listed this information below.
As stated previously, our return policy does not include a return label. We ship the product to you for free but if you choose to return, the cost of postage is not covered. We are sending you an email to the address on file to try to assist further.
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