Complaints

This profile includes complaints for Hiya Health Products LLC's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Hiya Health Products LLC

  Boca Raton, FL 33487-2653

  
• 

  Hiya Health Products LLC

  1501 Haines Street Jacksonville, FL 32206

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:04/16/2025

  Type:Order 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.

  Their is no contact number that let's you speak with a representative. We canceled our subscription and we were still billed for the next month. When we emailed about this they would only say that the order had already shipped. We canceled well before the order was shipped and they still decided to send and charge the order. This company is a wolf in sheep's clothing. They claim to only care about the customer and their well-being, but don't even give an option to speak with someone. They are a sham of a company and I do not recommend them for anyone trying to help their children. Don't fall for their lies. Even after texting and emailing, we do not have an answer or solution to our issue. Buyers beware! Stay away! Protect yourself and your family from this company.

  

  Business Response

  Date: 04/17/2025

  Hi *****,

   

  Thank you for your feedback.
  
  
  Please accept our sincerest apologies if we have disappointed you in any manner.

   

  As previously mentioned, Hiya is designed to be a monthly membership, though theres truly zero commitment, you can easily cancel anytime or snooze your subscription. We also indicated on our website that the subscription details of our product arrives fresh with a 30-day supply, refillable glass bottle to decorate, and refill pouches sent monthly on a pediatrician-recommended schedule. Additionally, we also sent an order confirmation email that if you ordered via a first order discount, your first month will be billed at your discounted rate, then your eco-friendly refills will be received fresh and billed at our non-discounted rate. We're sorry for any confusion.
  

   

  We have checked your account and we are unfortunately, not able to find any cancellation request from your end but we'd like to assure you that your subscription has been fully cancelled and you will no longer be charged. Also, your order $5808376 is already refunded for $93.81 back to your payment method. Please note that the refund may take 7-10 business days before it reflects in your account.

   

  We truly appreciate your time and efforts in sharing your valuable feedback with us as we are always looking for ways to improve. Again, we sincerely apologize for the stress and frustration caused.

  
  
  
  If you need anything, we can be reached via email at *************************************** via text at ************ and via DM at ***************************************************
  

  
  
  Sincerely,
  The Hiya Family

  Customer Answer

  Date: 04/17/2025

   
  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:04/14/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have tried to cancel a subscription with them for three straight months. My initial attempt through emailing went ignored. This was on February 1. I got charged the February subscription fee and sent the product my children dont like. Even though I emailed 9 days prior. Shortly after receiving the February package. I contacted them again via phone where I was assured it was cancelled. Lo and behold I was charged in March and sent more of the stuff. Come to April and I texted the number listed - their solution is for me to have to pay to return the stuff, but only if its within 10 days. They have charged me over $170 since my initial request to cancel. They make it intentionally difficult to cancel subscriptions so that they can continue to charge people.

  

  Business Response

  Date: 04/16/2025

  Hi *****,

   

  Thank you for your feedback.
  
  
  Please accept our sincerest apologies if we have disappointed you in any manner.

   

  We would like to confirm that both subscriptions under ************************************* and ************************************ were already cancelled and moving forward, you will no longer be charged. As a result, we also refunded you for the following orders below. Please expect the refund to reflect in 7-10 working days.

  #******* - $57.24
  #******* - $57.24
  #******* - $57.24

   

  We truly appreciate your time and efforts in sharing your valuable feedback with us as we are always looking for ways to improve. Again, we sincerely apologize for the stress and frustration caused.
  

  
  
  If you need anything, we can be reached via email at *************************************** via text at ************ and via DM at ***************************************************
  
  

  
  Sincerely,
  The Hiya Family

  Customer Answer

  Date: 04/16/2025

   
  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:04/08/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased Hiya vitamins for my kids. The deal was that it was 50% off the vitamins for the first shipment. My kids hated the product, I could not get them to eat them so I wasn't interested in continuing with the subscription. However, I was not given an opportunity to cancel before my next shipment, which was $100. When I e-mailed to cancel the subscription they made it very difficult, continuing to try to save the sale. I ended up having to cancel through ****** because I couldn't get them to cancel for me. Now I'm just hopefully that when they try to ship the next time my payment fails. I just think it's extremely predatory to promise parents of kids a "healthy" vitamin and then make it so difficult to cancel a subscription. Then they don't notify you when they are about to ship. They don't have their page open to ****** reviews (probably for this reason).

  

  Business Response

  Date: 04/08/2025

  Hi *****,
  
  
  
  Thank you for your feedback.
  
  

  
  Please accept our sincerest apologies if we have disappointed you in any manner.
  
  
  
  
  As previously mentioned, Hiya is designed to be a monthly membership, though theres truly zero commitment, you can easily cancel anytime or snooze your subscription. We also indicated on our website that the subscription details of our product arrives fresh with a 30-day supply, refillable glass bottle to decorate, and refill pouches sent monthly on a pediatrician-recommended schedule. Additionally, we also sent an order confirmation email that if you ordered via a first order discount, your first month will be billed at your discounted rate, then your eco-friendly refills will be received fresh and billed at our non-discounted rate. We're sorry for any confusion.
  

  
  
  Due to system limitations, we were unable to cancel your March 18 order because at that time, it was already being prepared for shipping. However, rest assured that your subscription is cancelled immediately after receiving the first cancellation request email. Our intentions in determining your reason for cancellation is solely to offer you helpful suggestions to keep your family healthy and secure as Hiyas main mission. We apologize for any misunderstanding.
  
  
  
  Lastly, we'd like to assure you that your subscription has been cancelled. Rest assured that you will no longer be charged moving forward.
  
  
  
  We truly appreciate your time and efforts in sharing your valuable feedback with us as we are always looking for ways to improve. Again, we sincerely apologize for the stress and frustration caused.
  

  
  
  If you need anything, we can be reached via email at *************************************** via text at ************ and via DM at ***************************************************
  
  
  Sincerely,
  The Hiya Family 

  Customer Answer

  Date: 04/09/2025

   
  Complaint: 23176582
  
  I am rejecting this response because:

  the predatory nature in my opinion is not notifying customers that a shipment is about to go out without enough time to cancel.  Most card networks have rules against this and so does matcha with ACH.  I want to hear that youll change this policy.  

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

  

  Business Response

  Date: 04/09/2025

  Hi *****,

   

  Thanks for your message. 

   

  We hear your concern and will do our best to take everything you said into consideration as we think of additional ways to improve. We value our community and listen closely to our parents and their concerns.

   

  Again, we value your feedback and will be passing it on. Thanks again!

   

  Sincerely,

  The Hiya Family

   

   

• Initial Complaint

  Date:03/25/2025

  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 made a one time order with Hiya do to a promo. There wasn't anything in the check out experience that said my credit card would remain on file and that I would be charged monthly. I received NO communication / NO email saying my card would be charged $224 on March 25, 2025. I noticed a pending charge on my credit card and texted / emailed Hiya. No one responded. I went to **** website and there's NO way to remove payment details and NO way to cancel a subscription. Basically, Hiya handcuffs consumers and does not disclose their practices which is dishonest, desceptive an fraudulent. I then sent a message on Instagram. Hiya responded said they don't have the ability to notify consumers of upcoming charges or the ability to cancel subscription plans. I want Hiya to refund my credit card $224 since I NEVER authorized them to charge the card, NEVER authorized for monthly charges and they don't provide any way to cancel this on their website. The order wasn't shipped (no notice has been sent about this).

  

  Business Response

  Date: 03/26/2025

  Hi *******,
  

  
  Thank you for your feedback.
  
  
  Please accept our sincerest apologies if we have disappointed you in any manner.

  
  
  As previously mentioned, Hiya is designed to be a monthly membership, though theres truly zero commitment, you can easily cancel anytime or snooze your subscription. We also indicated on our website that the subscription details of our product arrives fresh with a 30-day supply, refillable glass bottle to decorate, and refill pouches sent monthly on a pediatrician-recommended schedule. Additionally, we also sent an order confirmation email that if you ordered via a first order discount, your first month will be billed at your discounted rate, then your eco-friendly refills will be received fresh and billed at our non-discounted rate. We're sorry for any confusion.

   

  Due to system limitations, we were unable to cancel your recent order because at that time, it was already shipped. However, rest assured that your subscription is cancelled and we have refunded you $224.00 which you should receive in 7-10 working days. We apologize for any misunderstanding.

   

  We truly appreciate your time and efforts in sharing your valuable feedback with us as we are always looking for ways to improve. Again, we sincerely apologize for the stress and frustration caused.
  

  
  
  If you need anything, we can be reached via email at *************************************** via text at ************ and via DM at ***************************************************
  
  

  
  Sincerely,
  The Hiya Family

• Initial Complaint

  Date:03/18/2025

  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.

  Unauthorized Subscription Charges and Poor Customer Service:I placed an order for HIYA vitamins for my children through their website. Nowhere during the checkout process was it clearly stated that I was enrolling in a subscription. Without prior notice or an email alerting me to an upcoming charge, **** automatically charged me $200 and shipped a new order without my consent.Upon realizing this, I immediately contacted their customer supportfirst via text (as they do not allow phone calls) and then via email. I requested to cancel the order and receive a refund, but my request was denied. They refused to cancel the shipment, despite my quick attempt to stop ******, they are requiring me to return the package unopened, at my own expense ($16 for return shipping), without even confirming if I will receive a refund. This is an unfair policy, especially since I never agreed to a subscription in the first place.Additionally, after multiple back-and-forth emails and texts, they finally stated that my subscription was canceled. However, there is no way to verify this on their website, and no way to remove my payment information from their system.I find HIYAs business practices deceptive and unethical. They enroll customers in subscriptions without clear consent, charge them without warning, and make it extremely difficult to cancel or receive a refund. I am requesting:1.A full refund for the unauthorized charge.2.A prepaid return label for the unwanted package.3.A clear confirmation that my subscription has been permanently canceled.4.The ability to remove my credit card information from their website.I hope BBB will take this issue seriously and encourage **** to improve their transparency and customer service.

  

  Business Response

  Date: 03/19/2025

  Hi Mariana,

   

  Thank you for your feedback.

  
  
  Please accept our sincerest apologies if we have disappointed you in any manner.
  

   

  
  As previously mentioned, Hiya is designed to be a monthly membership, though theres truly zero commitment, you can easily cancel anytime or snooze your subscription. We also indicated on our website that the subscription details of our product arrives fresh with a 30-day supply, refillable glass bottle to decorate, and refill pouches sent monthly on a pediatrician-recommended schedule. Additionally, we also sent an order confirmation email that if you ordered via a first order discount, your first month will be billed at your discounted rate, then your eco-friendly refills will be received fresh and billed at our non-discounted rate. We're sorry for any confusion.

  
  
  Due to system limitations, we were unable to cancel your March 9 order because at that time, it was already being prepared for shipping. However, rest assured that your subscription is cancelled immediately after receiving the first cancellation request email. Our intentions in determining your reason for cancellation is solely to offer you helpful suggestions to keep your family healthy and secure as Hiyas main mission. We apologize for any misunderstanding.

   

  Separately, we understand that you do not wish to pay for the return fees and since we don't provide shipping labels, you may drop it off at any *** location to return the package. You may also use this guide to return the package to us: *********************************************************************************************************************

   

   

  Lastly, we'd like to assure you that your subscription has been cancelled and your ****** account has been removed from the system as well. Rest assured that you will no longer be charged moving forward.

   

   

  We truly appreciate your time and efforts in sharing your valuable feedback with us as we are always looking for ways to improve. Again, we sincerely apologize for the stress and frustration caused.

  
  
  If you need anything, we can be reached via email at ********************************************************************, via text at ************ and via DM at ***************************************************

  
  
  Sincerely,
  The Hiya Family

  Customer Answer

  Date: 03/28/2025

   
  Complaint: 23082624
  
  I am rejecting this response because:
  I am not the only one having this issue, they need to update their process and make sure the customer knows they are signing on a subscription, aditionally they need to send an email a few days prior to the subscription charge so the customer can have time to cancel the subscription. 

  Also, the subscription cancelation must be available to the customer in the website and not trough an email or text. This is extremely concerning behavior to me. 
  
  I also want the return label from them, I am not paying $16 for a return of items I did not request and I need my money back!! 

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

  

  Business Response

  Date: 03/31/2025

  Hi Mariana,

   

  Thank you for responding. We appreciate any and all feedback and love hearing from customers like you.

   

  Separately, we understand that you do not wish to pay for the return fees and since we don't provide shipping labels, you may drop it off at any *** location to return the package. You may also use this guide to return the package to us: *********************************************************************************************************************.

   

  Its our goal to make our parents' lives just a bit easier so if you feel we let you down in any way we apologize! We hope we can make it up to you. If there is anything else we can help you with, please don't hesitate to reach out.  

   

  
  We hope you and your family are safe. Have a wonderful day!

   

  
  
  Sincerely,
  
  

  Customer Answer

  Date: 04/06/2025

   
  Complaint: 23082624
  
  Here is the return label. Please send me my money back.

  you wont go very far with this kind of customer service.

  you need to add more layers to your subscription scam 

  we never received and email or any kind of notification that something was getting shipped so you are not giving the customers the opportunity to cancel the subscription before you send them something they didnt even know they were signing for

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

  

  Business Response

  Date: 04/09/2025

  Hi Mariana,

   

  Thanks for your feedback. We value our community and listen closely to our parents and their concerns.

   

  We'd like to clarify if you sent an attachment on your last email? If you did, unfortunately, we're unable to  see the attachment here.

   

  Please send it via email at ************************************** so we can track your return.

   

  We'll look forward to your response.

   

  Sincerely,

  The Hiya Family

   

   

• Initial Complaint

  Date:03/17/2025

  Type:Customer Service 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 made a one time purchase of vitamins to try for my daughter, however she did not like them. She here was no indication when making the purchase that there would be an ongoing subscription, there was mention of no commitment. When checking my bank account a noticed a charge from Hiya of $32.37 as a recurring payment for a 30 subscription that I never agreed to! I have since tried to contact Hiya. Their phone number directs you to an automated system telling you to contact them via email. I have emailed them to stop this subscription I never agreed to, placed a stop payment for any future payments being taken out of my bank account and filed a claim through my bank. This company is not transparent.

  

  Business Response

  Date: 03/18/2025

  Hi Ayame,

   

  Thank you for your feedback.

  
  
  Please accept our sincerest apologies if we have disappointed you in any manner.

  
  
  As previously mentioned, Hiya is designed to be a monthly membership, though theres truly zero commitment, you can easily cancel anytime or snooze your subscription.

  
  
  Additionally, we returned your call today but you were unavailable so we left a voicemail instead. Moreover, due to system limitations, we are unable to stop, cancel or modify an order once it is already in transit. However, while we are checking if we can override the system, I have issued you a refund for the order amounting to $32.37. Please note that the refund may take 7-10 business days before it reflects in your account.

  
  
  We truly appreciate your time and efforts in sharing your valuable feedback with us as we are always looking for ways to improve. Again, we sincerely apologize for the stress and frustration caused.
  

   

  
  If you need anything, we can be reached via email at ********************************************************************, via text at ************ and via DM at ***************************************************
  

   

  
  Sincerely,
  The Hiya Family

  Customer Answer

  Date: 04/02/2025

   
  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. I was issued and received a refund for the recurring amount total. My only hope is for Hiya to be more transparent in the future about it being a monthly subscription during purchase and in advertisements. 
  
  Sincerely,
  
  Ayame *********

• Initial Complaint

  Date:03/13/2025

  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.

  My husband and I purchased the kids multivitamin and bedtime supplement for our 2 year old daughter. She has become a very picky eater and struggles with constipation.She also has autism level 2 and many other comorbidities. Hiyas supplements are a choke hazard for kids with special needs, as soft as the tablet is! We requested to be refunded and to return the upcoming shipment. At first the response was to compare our experience to what most kids do which are not in the spectrum kids and dont apply to us which was very much tone deaf!Then the run around about we can change flavors and smash it into a powder. My concerns and complaints werent heard. They offered me a different flavor for my child to choke again on and for me to do what other companies like **** **** do which is provide a powder for you!I asked for a return label and they said they dont provide that but I was told you can purchase a shipping label from your local post office and attach it to your package. WOW, can I? Also, why do we have to jump through hoops to cancel? This should be a button we click not the email us just to be met but the worst customer service.I dont want their stuff and I want my refund.

  

  Business Response

  Date: 03/14/2025

  Hi ******,

   

  Thank you for your feedback.

   

  
  
  Please accept our sincerest apologies if we have disappointed you in any manner.

   

  
  
  We'd like to clarify that the thousands of families we worked with struggling with the taste or texture of the vitamins are kids with or without special needs, we never meant to upset you by providing you the suggestions of choosing a different flavor, grinding up the vitamins or trying our vitamins sticks which is the powder form of vitamins. We only wanted to provide solutions to help you and your family, we apologize for any misunderstanding.

   

  
  Rest assured that your subscription is cancelled immediately after receiving the first cancellation request email. Our intentions in determining your reason for cancellation is solely to offer you helpful suggestions to keep your family healthy and secure as Hiyas main mission.

   

  Regarding the return of the vitamins, we'll be happy to refund you as soon as we receive it. Since we are unable to provide shipping labels, you may drop off your order using the original packaging at any post office and mark it as return to avoid being charge of the shipping fee.

   

  Our return shipping address is:
  ***** AMERICAS
  ************************************br>**********************
  
  

  
  We truly appreciate your time and efforts in sharing your valuable feedback with us as we are always looking for ways to improve. Again, we sincerely apologize for the stress and frustration caused.

   

  
  
  If you need anything, we can be reached via email at ********************************************************************, via text at ************ and via DM at ***************************************************

   

  
  
  Sincerely,
  The Hiya Family

   

• Initial Complaint

  Date:03/12/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I first ordered from **** on January 31st and it was delivered on February 3rd. I got two nice containers and a 30 day supply of vitamins for $30, there was no reminder email or subscription email and on March 2nd they charged me $60 for two BAGS of vitimans (60 count!). I found their website challenging and their is no way to cancel a subscription there. When I reached out to customer service it was was very poor. They said I couldn't do anything until I received my package even though it still was in processing. On their website it says they auto subscribe every 30 days so that your child doesn't run out. That is FALSE. That would mean it would have had to be delivered on the 3rd. I STILL do not have my package on 12th!

  

  Business Response

  Date: 03/12/2025

  Hi ******,

   

  Thank you for your feedback.

  
  
  Please accept our sincerest apologies if we have disappointed you in any manner.

  
  
  As previously mentioned, Hiya is designed to be a monthly membership, though theres truly zero commitment, you can easily cancel anytime or snooze your subscription. We indicated on our website that the refill pouches sent monthly on a pediatrician-recommended schedule.  We apologize for any misunderstanding.

   

  To clarify, all subscriptions are charged every ************************************************** 2-3 working days then it gets delivered in 7-10 working days. To make sure that you don't run out of vitamins, we can always adjust the frequency of your subscription to every 25 days so you will receive the vitamins earlier.

  
  
  With regards to your recent order #******* that was charged and shipped on March 2, this order is stuck in transit because it has not updated since March 9. As a result, we have refunded you $60.00 for this order which you should receive in 7-10 working days.

  
  
  We truly appreciate your time and efforts in sharing your valuable feedback with us as we are always looking for ways to improve. Again, we sincerely apologize for the stress and frustration caused.

  
  
  If you need anything, we can be reached via email at ********************************************************************, via text at ************ and via DM at ***************************************************
  

   

  
  Sincerely,
  The Hiya Family

• Initial Complaint

  Date:03/06/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We ordered in Feb 2025 vitamins and protein supplements for my 3 kids. We ordered under the assumption that they were a trial to try. My almost 3 year olds can barely chew the very large multi vitamin and iron vitamin. They have a number of times coughed up a large chunk when trying. We clicked I ship on the website in our account and wrote an email regarding the issue. We recieved no response except an automated one. Then they reshipped our order this week and charged my account double the amount I paid in Feb. we have written numerous emails and messaged. No response but an automated one. There is no way to cancel or remove my card info from site. I do not want this order and do not want the charge of over 300$ on my account for vitamins and suppliments my kids can not take. We are hoping it is resolved by doubtful.

  

  Business Response

  Date: 03/06/2025

  Hi ******,

   

  Thank you for your feedback.

  
  
  Please accept our sincerest apologies if we have disappointed you in any manner. We received your text at 10:08pm EST and at that time, our text support was closed for the day that's why we were only able to respond to your text at 10:35am today.

   

  
  As previously mentioned, Hiya is designed to be a monthly membership, though theres truly zero commitment, you can easily cancel anytime or snooze your subscription.

   

  
  Due to system limitations, we were unable to cancel your recent order because it was already delivered. However, rest assured that your subscription is cancelled immediately after receiving the first cancellation request email. Our intentions in determining your reason for cancellation is solely to offer you helpful suggestions to keep your family healthy and secure as Hiyas main mission. We apologize for any misunderstanding.

  
  
  We truly appreciate your time and efforts in sharing your valuable feedback with us as we are always looking for ways to improve. Again, we sincerely apologize for the stress and frustration caused.

   

  If you would like to return the order for a refund, please feel free to do so as long as the package is unopened. Our return shipping address is:
  ***** AMERICAS
  ***************************************************************

  
  
  If you need anything, we can be reached via email at ********************************************************************, via text at ************ and via DM at ***************************************************

  
  
  Sincerely,
  The Hiya Family
  

  Customer Answer

  Date: 03/24/2025

   
  Complaint: 23027391
  
  I am rejecting this response because:

  I have not received a refund upon the return of the product unopened and in the unopened box via *** weeks ago. I have not received any communion on this matter. 
  
  Sincerely,
  
  ****** ***

  

  Business Response

  Date: 03/25/2025

  Hi ******,

   

  Thanks for reaching out to us.

   

  We can confirm that the refund of $353.43 has been issued which you should receive in 7-10 working days. In case you did not received the refund after the said timeframe, please reach out to your bank for more information about the refund.

   

  We hope you an amazing evening.

   

  Sincerely,

  The Hiya Family

• Initial Complaint

  Date:03/04/2025

  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 ordered and used the vitamins and that experience was fine, my child likes them enough and they were as expected when they arrived. However, they automatically enrolled me in a subscription despite my attempts to purchase without a subscription. There is no way on the website to cancel my subscription without contacting the company via email, and there is no way on the website to delete my account or credit card information. I got an auto reply to my email saying they will respond in person in 8 hrs, which is a pretty long lead time. They have answered my email now, but still have not cancelled my subscription despite multiple requests. I want my order cancelled and my credit card information deleted from the website. I feel it is unethical business practice to not have a way to cancel on the website AND no way to remove my credit card. Feels predatory.

  

  Business Response

  Date: 03/05/2025

  Hi Kumari,

   

  Thank you for your feedback.

  
  
  Please accept our sincerest apologies to have disappointed you in any manner.

  
  
  As previously mentioned, Hiya is designed to be a monthly membership, though theres truly zero  commitment, you can easily cancel anytime or snooze your subscription.
  

   

  
  Due to system limitations, we currently do not have a feature in cancelling orders on a customers end yet as we need to determine the possible reason for the cancellation and offer healthy solutions. However, rest assured that all subscriptions are cancelled immediately after receiving the first cancellation request email. Our intentions in determining your reason for cancellation is solely to offer you helpful suggestions to keep your family healthy and secure as Hiyas main mission. We apologize for any misunderstanding.
  

   

  
  We truly appreciate your time and efforts in sharing your valuable feedback with us as we are always looking for ways to improve. Again, we sincerely apologize for the stress and frustration caused.

   

  If you have other concerns or additional feedback, please dont hesitate to reach out to our customer service team.
  

   

  
  We hope you and your family are safe. Have a wonderful day!
  
  

  
  Sincerely,
  The Hiya Family

  Customer Answer

  Date: 03/05/2025

   
  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,
  
  Kumari ********