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Business Profile

Health Products

IntelliBrands,LLC

This business is NOT BBB Accredited.

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This business has 2 alerts

Complaints

Customer Complaints Summary

  • 78 total complaints in the last 3 years.
  • 19 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

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Complaint status

Complaint type

  • Initial Complaint

    Date:01/23/2025

    Type:Service or Repair Issues
    Status:
    Answered
    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 a legerciser in April of 2024. I was supposed to receive a return label and it was supposed to be picked up in July 2025. It was bought as a christmas gift for my brother who passed away in July 2025. Package is unopened an unused. I have requested a call from the supervisor several times and they wont call me back. Hide behind emails. TERRIBLE customer service!!!! Several bad reviews with a D rating from BBB who does not accredit them!! Product was bought through ******* website which clearly states returns for christmas were extended through 1-31-2025. TERRIBLE COMPANY, EVEN worst customer service.

    Business Response

    Date: 01/24/2025

    The order 2000118-22796724 that Mary  purchased in April 2024 was covered by a 30 day money back guarantee under *******. **** initially contacted us on Aug 4 ( 4 months later) asking to return the unit. **** stated that the unit was delivered to another location and not her house. Based on delivery photos, we  confirmed the package was delivered to the address listed on the order. We asked **** to file a police report for a stolen package. On Aug 9 we received an email from ********* Barriner telling us that the package was delivered to the wrong address. The unit was purchase for her son, her son passed away and she needed a return label to return the package. 
    On Oct 15, ********* called CS stating that she was told she had 1 year to return the unit for a refund. This is not correct. The unit is covered by a 1 year replacement policy.
    Oct 15 **** emailed explaining that the unit was purchased by her mom for her brother but he passed away before he could use it. She stated that it was purchased in April and they had been busy with her brother in the *** and the funeral and had not gotten around to returning the unit. 
    We replied to ****** note on Oct 15
    We replied on Oct 16. ********* called CS on Oct 16 and the return policy was explained. She stated she understood.
    Oct 21 **** called stating she purchased the unit for her father as a Christmas gift, her dad passed away and she wants to return the unit. **** mentioned that ******* listed their holiday return policy and her purchase should be covered by it. 
    Oct 21 we contacted the customer
    Oct 31 ********* called and the return policy was explained and she was over the timeframe
    Oct 31 we emailed with a full recount of delivery information and previous conversations.
    On Nov 17 we received an email from ********* stating she purchased the unit as a Christmas present  for her son who passed away. ******* had posted their holiday return policy with an extension to Jan 31

    We replied on Nov 18 and explained that the purchase from April 2024 was outside the time frame for a refund
    On Jan 23 ********* Barrine called CS 4 times and repeatedly asked for a return label for a refund. She stated she would continue to call every 5 minutes until she spoke to a supervisor.
    A BBB complaint was filed.

    The order was purchased in April 2024.
    The unit was not purchased during a timeframe that the holiday return policy was in effect.
    We have been told it wasn't delivered to the correct house.
    We have been asked to provide a return label for an item that supposedly wasn't delivered.
    We have explained that the ******* return for refund policy at the time of purchase, April 2024, was 30 days and we were willing to extend that to 60 days.
    We have been told the unit was purchased for 2 different people who passed away. 
    We have taken all appropriate steps to remedy this situation with the customer. 
    We are very sorry the person who the unit was intended for passed away. 


    Please remove this complain as we have assisted this customer within our policies.

    Customer Answer

    Date: 01/24/2025

     
    Complaint: 22849223

    I am rejecting this response because:
    The information provided in response is very incorrect.  Never did I say it was my father who passed away. It's always been my brother.  If that's what they heard there is nothing I can do about that. 2nd. My mother was told that a return label would be mailed as well as the item would be picked up from her house during the time frame of July 11th-july 15. No label was received nor was the item picked up. It was set outside for pick up while we were away. I received an email in November from "upper management ". That could be anyone. I have requested several times to SPEAK with a supervisor and they refused asall other 76ish bbb complaints also stated.  ************ is well known for there unprofessional approach and non existence of management.  I will continue to call until I get a supervisor and have my lawyer involved. They will be getting a letter. I am also encouraging ******* to end their partnership with this fake company with extremely unprofessional customer service.

    Sincerely,

    **** *******

     

    Business Response

    Date: 02/19/2025

    Hello

    I have reviewed all our our customer service communication with our agents and  multiple family members pertaining to this order. The item was purchased April 2024. Our first communication with the family was August 2024, 5 months after the purchase date. Items purchased from ******* are under a 30 day money back guarantee. The customer was 4 months out of refund policy timeframe.

    We have recorded conversations and saved emails of the communications with the family members. Our agents did not offer refunds or return labels. We did try to contact the family numerous times but were not able to get past the phone block. We explained via email that we could not access them via phone and they acknowledged this.

    We stand by our timeline and our money back return policy.

    Thank you

     

    Customer Answer

    Date: 02/25/2025

     
    Complaint: 22849223

    I am rejecting this response because: Nothing in here is true. IF they really have the phone recordings, which I believe they do, the company needs to go back and review. ESPECIALLY during the week of July 11th when the deceased went to the ***. That is the week we left the package outside while we were at the hospital. They were supposed to pick it up and never did. Next communication was aug. after funeral was completed. This is when the real conversations happened when they refused to acknowledge they were supposed to pick it up. I will forever continue to encourage EVERYONE, including ******* to NOT use this company due to their poor customer service and LACK of support by supervisors who they **** claim are "unreachable". Since when cant employees reach a supervisor when needed? What do they do if they have tech or other issues during shifts? This is NOT a ******* issue. I now see why they have such a POOR rating with the BBB. 

    Sincerely,

    **** *******

  • Initial Complaint

    Date:12/11/2024

    Type:Service or Repair Issues
    Status:
    Resolved
    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.
    It is less the the 60 days return period, I reach back to *********** to decline purchase within less than 24 hours they informed me that the item has already been sent and I had just order. They told me it would be 7-10 Business day before delivery, so I can't understand why they won't refund me my money to my banking account and they want me to wait till the item arrives and then return possibly having to pay for returns fees but I only purchased in less than 24 hours On 12/10/2024 around 9 pm

    Business Response

    Date: 12/12/2024

    I located the ticket where Ms. ***** spoke to customer service. The shipping label had printed earlier in the day and we were not able to stop the package at that time. Most customers are happy that we ship quickly. We do state on our website that we make every effort to ship within 24 hours of order receipt. 

    We do not refund orders that have shipped. Unfortunately, people would abuse  a policy that refunded prior to return.

    I have asked the warehouse to contact ***** and turn the package around. Once that is done, we can refund the order.

    Thank you

    Customer Answer

    Date: 12/24/2024

     
    Better Business Bureau:

    I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

    Sincerely,

    ******* *****

  • Initial Complaint

    Date:11/25/2024

    Type:Product Issues
    Status:
    Answered
    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 this equipment due to there ads which said it would aid my stability and leg movement.........................I have used it for several months with no benefit.....................I have called the company trying to get the purchase price of $278.14 refunded with NO response. I am 84 and have used it everyday with NO benefit !!!

    Business Response

    Date: 11/26/2024

    Hello

    I located ***'s order under order #  114-6577427-1789008. She purchased the ******* on May 30, 2024 and it shipped May 30 and arrived June 4. Products purchased from ****** have a 30 day money back guarantee time frame. *** contacted us on Nov 15 and stated " I have uysed your bproduct for several monthsand havevseen no enefit". We replied "Hello, we apologize you are not seeing results for yourself. Thank you". On Nov 16, *** replied "I have used your product for a few months and have seen NO benefit.........................I want a refund !!!!!!!!!!!!!!!!!!!".

    We replied that she was outside the timeframe for a refund.

    That is the only communication we have had with ***. ************* the timeframe for a refund has passed by many months when she contacted us.

    The Ellipse does help most users gain flexibility and mobility with frequent use of the unit. *** has not shared how often the unit was used so we do not know if that may be a factor in *** not experiencing better results.

     

    Customer Answer

    Date: 11/26/2024

     
    Complaint: 22596852

    I am rejecting this response because: I have used there equipment every  day since I  received it,,,,,,,,,,,,,,,,,,,,,,,and have found no benefit !!!  Why wont they refund the cost to a customer who fathfully tried this ???????????????

    Sincerely,

    *** ********

    Business Response

    Date: 11/26/2024

    Jan

    We are sorry that the unit did not help you. The unit had a 30 day return period through ******. Even if you had purchased directly from our website, the money back period is 60 days. You contacted us 150+ days after you received it.

    Thank you

    Customer Answer

    Date: 11/26/2024

     
    Complaint: 22596852

    I am rejecting this response because: The product that they said would produce results DID NOT !!!!!~

    Sincerely,

    *** ********

  • Initial Complaint

    Date:10/01/2024

    Type:Product Issues
    Status:
    Answered
    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 several attempts customer service said he needed to send product back. Before they could exchange to correct item. They said once refund was return, I could call to order item I wanted. To date I have not received refund as they have stated several times.

    Business Response

    Date: 10/02/2024

    Dear *******

    We tried to contact you via phone, as we did not have an email. We left a detailed message explaining the need to contact **** and locate your refund.  To explain that your refund did process and it has been given to ****. I have sent you an email via our customer service system that explains how to approach **** to track down where your refund is located in their system. Our credit card processing system has assured us the refund has been processed since May 15. Please look for the email from customer service from today ***** that provides you detailed information on your return.

    If you need additional assistance, please call customer service at ************

     

    Thank you

    Customer Service

  • Initial Complaint

    Date:08/18/2024

    Type:Delivery Issues
    Status:
    Answered
    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 the Ellispe leg exerciser on July 6 2024, contacted them by e-mail. They told me the machine will be shipped out when the get machine in. And will e-mail me when it comes in. Then 2 weeks later, I called them, they told me my order was ready for shipping, but Fed-ex hasn't came to put up orders. I still haven't got my order. I am on a fixed income and $239.00 is a lot for me to fork out. The machine has been paid for from my credit card.

    Business Response

    Date: 08/19/2024

    Good Day *****

    Your order ****** is in our system. We have a large influx of orders and a delay in inventory that led to  a backorder. Your order is expected to ship this week, 8/19.

    We apologize for the delay in shipping your order.

    Thank you for your patience.

    Customer Service

    Customer Answer

    Date: 08/20/2024

    I don;t  have conformation number. I don;t know what other information you need, Never done this before.    *************************

    Business Response

    Date: 08/29/2024

    *****

    Your order shipped 8/19 via ***** on tracking # 278455246280. It was delivered on 8/24.

    I apologize for the delay in shipping your order.

    Thank you for your patience.

  • Initial Complaint

    Date:08/12/2024

    Type:Delivery Issues
    Status:
    Resolved
    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 ON 8/1/24 FOR A LEG ELLIPTICAL. I WAS CONTACTED LATER ON THAT DAY TO RECONFIRM THE SHIPPING ADDRESS IN WHICH I DID. A DIFFERENT *** CONTACTED ME 2 DAYS LATER TO RECONFIRM THE SHIPPING ADDRESS. I WAS ADVISED THAT ALL WAS WELL AND THAT I WOULD RECEIVE A SHIPPING CONFIRMATION. I CONTACTED THE BUSINESS THIS MORNING TO CANCEL THE ORDER AFTER READING POOR REVIEWS. SUDDENLY THE ***RESENTATIVE WAS ABLE TO PROVIDE A SHIPPING CONFIRMATION AFTER I ADVISED HIM SEVERAL TIMES TO CANCEL THE ORDER. THIS PLACE IS AN ENTIRE FRAUD AND I HAVE SUBMITTED ALL DOCUMENTATION TO MY BANK FOR FURTHER ACTION.

    Business Response

    Date: 08/13/2024

    Hello *******

    I apologize for the delay in shipping your order. Our inventory was delayed which caused our orders to be delayed. Your order was cancelled and refunded on 8/5/24. The refund should be visible on your credit card statement.

    Thank you

    Customer Service

    Customer Answer

    Date: 08/27/2024

    Refund was received. 

  • Initial Complaint

    Date:08/09/2024

    Type:Delivery Issues
    Status:
    Answered
    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 LegXercise by Ellipse - Order #****** on June 25, 2024 and have yet to receive my purchase. I have contacted the company first on July 26, 2024 and provide this statement "At the moment, our shipments are facing delays due to the Ellipse unit being out of stock. We appreciate your business and expect the new inventory to be in stock this week. Once available, we will prioritize shipping backorders from the oldest to the newest."; however no purchase and today is August 9, 2024. I have reached out multiple times since July 27, 2024 and told the same thing, "waiting for backlog on products for order to be filled". On August 8, 2024 I received an email stating"Hi ****************************************,Thank you for reaching out. I am happy to say that your order ****** has been shipped! You can track your order here: ********************** ***** but upon checking with ***** they have not received the product. I contacted the shipper again on August 8, 204 and again on August 9, 2024 via email and received this response, "On Friday, August 9, 2024 at 03:41:37 PM EDT, LegXercise <***********************************> wrote:Good day,Thank you for your reply, usually it takes some time for **** to scan the package and to show in their system.I don't know if this is company is a SCAM, FRAUD or what or what I have I have to do is get my money refunded. Thanks,*************************

    Business Response

    Date: 08/13/2024

    Good day

    I have investigate what happened with your order. The order was delayed due to an inventory shortage. We have printed and packaged your order and given it to ***** Our Miami location is experiencing delays with **** pick **** We delivered the package to **** yesterday. Once you receive the package, If you want to keep the unit. I can authorize a 20% discount as a courtesy for the delays. If  you no longer want the unit, please contact customer service and tell them that you received permission for a return label via BBB. Your request will be routed to the correct person to issue a return label.

    I am very sorry that your order has been delayed and your experience has been unpleasant.

    Thank you for your patience.

  • Initial Complaint

    Date:08/07/2024

    Type:Product Issues
    Status:
    Answered
    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.
    Paid for an ellipse machine over a month ago and never received it. I have not been contacted with any reason for the delay of the unit. Tried to contact them but when I try to submit my complaint they won't accept my submission.

    Business Response

    Date: 08/09/2024

    Good Day

    I am sorry that the order was delayed. Your order ****** has shipped via ***** and was delivered on 8/8.

    Please accept our apology for the delay in shipment.

    Thank you for your business.

     

     

  • Initial Complaint

    Date:07/28/2024

    Type:Billing Issues
    Status:
    Answered
    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.
    in april i recieved an alert from my credit card saying they think a fraudulent charge was put on my card iimmediately told them that they were correct and i did not do this charge they took the charge off and now they have put the charge back on this is absolutely not my charge and i want to kow how they can get your credit card numbers and charge this to it .i was told this was a consultant place which i have never used and i dont really understand the word consultant enough to use one.also i live in ocala fl. so i dont know why i would use an consultant in ***** i am ready to get criminal charges against this company if need be please help

    Business Response

    Date: 08/01/2024

    Good Day

    I located the order for *******************. The order was placed on April 27 and the call took 18 minutes. The woman on the phone identified herself as ******************* and listed ***************************************** Fl as the address. The woman also listed her home phone as **********. I have the call and it can be played back for Rose if she would like to hear the call. Based on the call, we believe that the order was legitimate. **** has issued a chargeback with her credit card company and we have provided proof of delivery. We believe that the person who placed the order, Rose *********** has been delivered the product. 

    Please let us know if ************** would like to have a conference call to listen to the call or if the call can be sent to her representative.

    Thank you

    Customer Service

  • Initial Complaint

    Date:07/23/2024

    Type:Delivery Issues
    Status:
    Resolved
    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.
    July1st order LegXercise said FAST FREE SHIPPING.ON WEBSITE that is still up!!? After several emails on the 9th the 15th they keep telling me it's waiting for fulfillment !so basically it's sitting there with no product this is a bait and switch move which is against the law I've seen their reviews after ordering what a mistake! I want my refund and went to cancel this order I tried their phone lines and nobody answers and the refer me to the email More bait and switch bull You can't even call them to get to somebody to cancel your order now that's should be against the law. It's been 23 days now and not one thing has changed on my order I want a refund. I want everybody to know this company terrible.

    Business Response

    Date: 07/23/2024

    Good day

    We have cancelled and refunded order 513731 for *************************** per the request.

    I apologize for the delay in shipping the order. We experienced a back order delay on the item.

    The refund should appear on the statement within 2-3 business days.

    Thank you and I am sorry for the delay.

    Customer Service

     

    Customer Answer

    Date: 08/06/2024

    Everything has been settled with them thank you for your help

    Customer Answer

    Date: 08/09/2024

     
    Better Business Bureau:

    I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

    Sincerely,

    ***************************

IntelliBrands,LLC is NOT a BBB Accredited Business.

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