ComplaintsforPrimal Muscle

• Initial Complaint

  06/15/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I canceled my subscription to this company in February and they just charged me today 6/15/23 - without my authorization. $200+ charged to me. I filed a claim with **********.

  Business response

  06/15/2023

  Hi,

  This morning was the 1st correspondence that we received from this customer that they wanted their Auto Ship canceled. We received 3 emails this morning and a phone call. After the first email we received we canceled the order, canceled the Subscription and refunded the customer at 8:43 AM PST. This was all canceled and refunded before the customer filed the ******************** Complaint.

  Please all 3-5 business days for your refund as it will vary will each credit institution.

  Thanks,

  Customer response

  06/15/2023

   
  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,
  
  ***********************

  Customer response

  06/19/2023

   
  Complaint: 20189668
  
  I am rejecting this response because:
  

  
  This company charged me again, and I did not authorize. $222.26. I filed a complaint on this on 6/15/23 and it was resolve and now they decided to try to get away with it again. Please pull up our previous record. This business is a fraud.

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

  Business response

  06/19/2023

  We have spoken to the customer today and told him multiple times that we have already refunded him. He sent us a picture of his bank statement online. I have attached that and as you can see the transaction ID is the same for the refund as well. It shows the 15th for the date then posted on the 16th. The refund posted on the16th as well. The customer's picture of the transaction he attached in this complaint does not have a transaction ID, but the ones we are attaching do, proving we refunded him already. His picture says the 15th but it didn't post till the 16th. He did not believe us and said he will file a chargeback with ***** Fargo. I recommended he should do that so if they find another transaction, that we are not seeing, he can get his money back. However, we are not seeing anything on our end for transactions. I have attached all his orders he has placed as well as the CC transactions showing we have not taken any additional funds from his account and have canceled his order he is talking about from the 15th/16th. I believe their is an issue with his bank's online account, the fact it takes anywhere from 3-5 business days to post refunds completely, and we are being blamed for an amount that we did not take out. In about a week he will notice that the transaction for the $222 that does not have a transaction ID will disappear from his account as I believe this is a bank issue and not us. We have refunded him for his 15th/16th order already.

  Customer response

  06/19/2023

   
  Complaint: 20189668
  
  I am rejecting this response because:

  The money was taken from my account AFTER the refund as shown through my history on my statement. I spoke with ********** and submitted to claims. I also instructed ******************* at primal to delete all of my information from their data base. 
  

  I would like them to prove they have done so. They are dishonest and I do not trust them. 
  
  Sincerely,
  
  ***********************

  Business response

  06/27/2023

  Again, we have refunded all we can. We do not have any additional funds to refund to the client. At this point, if the client believes we took out additional money from him, file a chargeback with his credit card company. If Well ***** can find any additional money then let us know but again we reunded him his money.

  Also, I attached proof that the chage that we refunded him was never charged without his authroization. The client logged into his own account online and skipped a couple of months himself then got upset with us when it was charged saying he canceled them. We still refunded him and canceled the orders. So please close this as we have nothing to refund and he needs to talk to his bank because we don't have any more money to refund.

  Customer response

  06/28/2023

   
  Complaint: 20189668
  
  I am rejecting this response because:
  

  Primal muscle is lying. As you can see in my uploaded picture, both there was a second charge for the same amount after the refund. 
  

  I did log in to my account to DELETE my information out of there system. They instead charged me without any sort of follow up or to see if I wanted the product again. 
  

  this business in my eyes is a fraud. I have never written a complaint like this, let alone a review for a single company. I am honest and I feel taken advantage of. 
  

   

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

  Business response

  06/30/2023

  ****,

  If you look @ the the image #  IMG_2676.jpg that you attached before you will see that there are 2 transactions on 6/16. One is for paying $222 and the other is for refunding $222. Since we refunded the amount he paid the same day they both posted at the same time on the same day. The refund was refunded after he paid. I attached the screenshot showing the time his transaction went through and the time we refunded it. They were at 2 separate times but on his online statement it shows as the same time because we did it the same day. We refunded him the first thing in the morning when we got to work. We stopped the product from also going out. We did this ASAP for the customer. If he still thinks we have his additional money he can file a claim with ***** Fargo but they will tell him that there is nothing to claim because we have refunded him all his money back.

  Thanks,

   

• Initial Complaint

  02/22/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  This company told me that they were going to refund it all of my money. Other than refunding all of my money they recharged all of my accounts three times. They are total scammers and bullshitters and I feel bad I fell for them on the Internet.

  Business response

  02/22/2023

  On 2/17/23 the client bought 3 different orders of $189.99, $234 & $97

  On 2/18 we refunded $234

  on 2/20 we refunded $189.99 & $97.

  It takes 3-5 business days for the refund to go back to the client's account based on the client's bank or credit card company.

  I have attached proof of this as well.

  Thanks,

• Initial Complaint

  01/23/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased some bodybuilding Supplements on 12/12 but due to a health-related issue I have been requested a refund on unused sealed bottles. Their refund policy states return on unused portions of bottles as well.I have contacted and left messages with **** over the last 3 weeks with no results.Most recently on 1/19 I finally spoke to someone, but they claimed the address on bottle wasn't necessarily where to send my return! They then proceeded to send my call over to Customer Serevice where once again no one answered. I left another message and warned about filing complaint, which I have with the **** but still no call back.

  Business response

  01/23/2023

  We have refunded the client for the orders placed on 12/10 and 12/12. If the client left a message the Customer service reo would be more than happy to have refunded the client. Please wait 5-7 business days to see the money back in the account.

   

  Thank you.

• Initial Complaint

  01/12/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Bought products to build muscles. Each product said on back :in the state of California This product may cause cancer. Return products for full refund. No refund given just excuses. Use post office tracking number confirm delivery no refund just excuses. Took pictures of products return and no refund. They owe me $786.66

  Business response

  02/11/2022

  Business Response /* (1000, 5, 2022/01/13) */ We received the products and refunded the money yesterday. Consumer Response /* (3000, 7, 2022/01/13) */ (The consumer indicated he/she DID NOT accept the response from the business.) As of close of Business Today not ( $1 ) dollar has been refunded into my account. Consumer Response /* (3000, 10, 2022/01/18) */ ***Document Attached*** This company states that a refund was given - my bank statement for 1/12/2022- 1/13/2022 does not show a refund. Therefore I have not received my refund but they have received all of there products. Consumer Response /* (3000, 13, 2022/01/24) */ Refund incomplete Business Response /* (4000, 15, 2022/01/25) */ We refunded the client's money on 1/12/2022. I have attached the proof from our Credit Card Processor. It takes 7-10 business days for your bank to accept the refund. It all depends on your bank or CC company and their processing time. Please have the client check with their bank again as we do not have the funds anymore.

*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. ↩