ComplaintsforGreat HealthWorks, Inc.

• Initial Complaint

  07/04/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  My husband *********************** phone#************. Address *************************** *********************email ****************** saw an ad on tv for Omega XL. He received 1 shipment trial weeks after the order was placed. He did not want any more. A shipment came and he refused it. Mail carrier took it away. I called "Great Healthworks" customer service on his behalf on 7/3/'24 after he got email that he would be charged another *****.I called 3 times and spoke to representative.1st person hung up on me claimed he couldn't locate the account w/phone#.2nd couldn't locate it. 3rd located it after I gave his email 7:30 A.M.Claimed to have canceled auto ship. But at 11:30 7/3/'24 another email came that he would be charged ***** for a new shipment. On the 3rd call I spoke to *****. I explained ****** never wanted anymore after 1st trial. ****** was unaware of autoship. Wks. Passed between transaction and trial omegaXL. He did not like it. The "window" had passed was the excuse ***** gave to be unable to refund and kept inquiring personal info of how much he did or did not take. Why he did not like it etc. This 60 day window and auto ship is a scam. Can't possibly believe "you can return/cancel anytime" because Great healthworks delays between order and receiving wks long. Instead of canceling with money back A brand new order has been shipped and charging ***** again. ****** only received and opened his "trial package. Refused the second one and canceled autoship 7:30 A.M. 7/3/'24@11:30 new email received that more is coming. This is not ok. Refund his payment. Don't ship anymore. Cancel any and all future orders. Unauthorized charge was made. Taking advantage of people who would like to "try omegaxl" delay 1st shipment so any cancelation outside their window is a set up. "Cancel anytime" is a falsehood. Not canceling autoship is a falshood.

  

  Business response

  07/17/2024

  July 17, 2024
  RE: #********
  *********************** (on behalf of ***********************)
  
  To Whom It May ****************** are responding to the complaint received regarding Mr. ****** account. After reviewing the account,we can confirm that *************** contacted our company on July 3, 2024,requesting to cancel her husbands account. The information *************** provided did not match the information on file. When our representative could locate Mr.****** account, we canceled it. *************** was advised that the account was not eligible for a refund under the 60-day money-back guarantee because we had not received any returns.
  
  Upon receipt of this complaint,we contacted *************** and are happy to have spoken with her. We apologized for the inconvenience and explained that the previous representatives could not locate the account because the information was incorrect, so the representative updated the information.  We advised *************** that although the order billed on May 26, 2024, was refused by the carrier on June 3, 2024, we have not received the order back. We explained that because we had not received the returned order, the account remained active and ineligible for the 60-day money-back guarantee. However, as a courtesy, we submitted a refund for the order before receiving it back, minus shipping and handling. We also submitted a full refund for the last order we sent, including shipping and handling. We ask Mr. and *************** to allow 1-3 business days for processing.
  
  Our goal is to provide excellent customer service to all customers. We welcome future requests via our **************** line at ************** or *********************************** Our hours of operation are Monday through Friday from 9:00 AM to 6:00 PM EST.
  
  Sincerely,
  Great HealthWorks
  ****************
  ***********************
  ************ 

  Customer response

  07/18/2024

   
  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

  07/01/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  Approximately one month ago I ordered a special offer of Omega Xl to try out. Now one month later they are charging me for the listed charges for merchandise I do not want or did not order. When I called and to to service agent ****** all he would do is to try to talk me into accepting the charges. When I asked to speak to his supervisor he once again just went into his prepared speech on why I should keep it. After 10 minutes of listening to his spill I asked him, "What is it that I'm asking for that you don't understand?' and he just hung up ***.

  

  Business response

  07/15/2024

  July 15, 2024
  RE: #********
  **************************;
  

  To Whom It May ****************** are responding to the complaint received regarding Mr. ******* account. After reviewing Mr. ******* account, we can confirm that **************** placed an order on May 30, 2024, for our Buy One Get One Free promotion, consisting of two (2) bottles of OmegaXL along with a bottle of our SleepXL on our website. The promotion included a subscription to our convenient auto-shipment program that he could cancel anytime and would have had to agree to before completing the order.  
  
  On June 29, 2024, **************** contacted our company to request to cancel his subscriptions. We are deeply disappointed by his experience with us and will take the necessary steps to address this issue internally. 
  
  Upon receipt of this complaint, we contacted **************** and are happy to have spoken with him. We have canceled the subscriptions as requested. Also, as a courtesy, we submitted refunds for both orders minus shipping before receiving the product. We ask that **************** allow 1-3 business days to process the refunds.
  
  Our goal is to provide excellent customer service to all customers. Once again, we apologize for any inconvenience we may have caused. We welcome future requests via our **************** line at ************** or *********************************** Our hours of operation are Monday through Friday from 9:00 AM to 6:00 PM EST.
  
  Sincerely,
  Great HealthWorks
  ****************
  Ft. **********, FL 33312
  ************ 
  

  
  

  Customer response

  07/18/2024

   
  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

  05/01/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I order this product for my mom. After 3 orders, She decided that the product doesn't work. I called to ask them to cancel the order on February 26, 2024 at 4:00pm. They did advise me that an order was on it's way. Money was deducted the day before please see below 2/25/24 - $76.93 However, they said once I receive the order do not open it either don't accept the box, give it back to the postal worker, or take it to the post office. I took the box to the post office thinking that I would receive a receipt. Post Worker said no we stamp and scan the box and send it directly back. After two months I noticed that I didn't see the $76.93 return back to bank account. I email ********************** and was told I should have kept the product, because they will not be returning my money. I was on the phone with OmegaXL cancelling my order while they were telling me how to return the product. On Friday April 26th, 2024, I received an email stating that another shipment was on the way. I cancelled the product two months ago. I no longer want this product. I order this product for my mother. *************************** using my checking account,.Please see the attached cancellation notice and bank statement. Seeking refund of $76.93 Summary DESCRIPTION **** Purchase GHW*OmegaXL AutoShip *********** FL Date 02/25/24 85 5968 Card 16 #**** ACCOUNT EVERYDAY HERO ACCOUNT ************ CATEGORY Shopping AMOUNT - $76.93 OmegaXL Hi ******************************* ******* We have updated your account as requested.If this change was not what you requested, please contact us. Let us know if you have any further questions or concerns.Your Auto-Ship ID #********** Auto-Ship Generated On : January 26, 2024 Auto-Ship Updates : Status changed from Active to Canceled per customer request. Reason: Unaware of Autoship.Thank you, OmegaXL

  

  Business response

  05/14/2024

  May 14, 2024
  RE: #********
  *********************
  
  To Whom It May ****************** are writing in response to the complaint lodged by **************. After reviewing the account in question, on February 26, 2024, ************** contacted our company and requested to cancel the subscription to OmegaXL that she purchased for her mother, ******************. At that time, ************** was instructed by the representative to return the product within 30 days of the cancellation per our 60-day money-back guarantee.
  
  We received ********************' returned product on April 12, 2024. ************** contacted us on April 23, 2024, to get the status of her refund and was advised that she was not eligible for a refund.The representative that ************** spoke with escalated her request, and she was provided a courtesy refund, less shipping and handling, for the returned order.
  
  Upon receipt of this complaint, we reached out to ************** and were happy to have spoken to her. She confirmed that she was satisfied with the resolution provided and that no additional action was required.
  
  Our goal is to provide excellent customer service to all customers. We welcome future requests via our **************** line at ************** or *********************************** Our hours of operation are Monday through Friday from 9:00 AM to 6:00 PM EST.
  
  Sincerely,
  
  Great HealthWorks
  ***********************************>Ft. **********, FL 33312
  ************ 

• Initial Complaint

  04/10/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  About a year ago (April 2023) my elderly father ordered a product called Omega XL that was advertised to help with joint pain. He got on an automatic shipment and has now acquired an excess of 6 bottles of this product. He is being charged $83.53 bi- monthly. I have tried to cancel this subscription and I keep being told that they cannot cancel, they can only suspend the shipments for 2 months and at that you will have to call and request an additional suspension. Their TV commercial plainly states cancel at any time . This is false advertisement in my opinion and they are taking advantage of the elderly.

  

  Business response

  04/11/2024

  April 11, 2024
  RE: #********
  *****************************

  To Whom It May ****************** are writing in response to the complaint lodged by ********************. Unfortunately, we were not able to locate Mr.Galloways fathers account and as requested we have not reached out to *******************. Our highest priority is for our customers to have a positive experience when contacting us. We would like to investigate your concerns further,please send us an email,and include the name, phone number, and address associated with the account so we can assist you. Your email can be sent to ********************************** or you can contact our customer service **************. Our hours of operation are Monday through Friday from 9:00 AM to 6:00 PM EST.
  
  Sincerely,
  
  Great HealthWorks
  ****************
  Ft. **********, FL 33312
  ************

  
  

• Initial Complaint

  03/29/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I ordered their product from a TV promotion. It did nothing for me so within 30 days I called and told them to cancel any further shipments. Their guarantee says they will refund within 60 days. I called them twice before the 60 day deadinne and they said they will process a refund. Have not received the refund. Contacted them again today and now they tell Mr I am past the deadline.

  

  Business response

  04/12/2024

  April 12, 2024
  RE: #********
  ***********************
  
  To Whom It May ****************** are writing in response to the complaint lodged by **************** regarding her account. After reviewing the account, we can confirm that **************** contacted our company on January 29,2024, requesting to cancel her subscription. The representative did cancel Ms.Moisers subscription. However, while the representative was advising *************** of the terms and conditions to receive the 60-day money-back guarantee refund, **************** ended the call.
  
  On March 29, 2024, **************** contacted our company via live chat to request her refund. At that time, the representative advised **************** that her account was not eligible for a refund because she did not return the product within the allotted timeframe,which would have been 30 days after the cancellation under the terms of our 60-day money-back guarantee. We attempted to locate any additional prior contact attempts from **************** but were unsuccessful. Upon receipt of this complaint,we tried to contact **************** to advise her but were unsuccessful.
  
  Our goal is to provide excellent customer service to all customers. We welcome future requests via our **************** line at ************** or *********************************** Our hours of operation are Monday through Friday from 9:00 AM to 6:00 PM EST.
  
  Sincerely,
  
  Great HealthWorks
  ***********************************>Ft. **********, FL 33312
  ************ 

• Initial Complaint

  03/24/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  The product I purchased did not work as advertised I requested a cancellation and refund but I got neither. Instead, my credit card was charged again after I called to cancel

  

  Business response

  04/04/2024

  April 4, 2024
  RE: #********
  *********************

  To Whom It May ************** are writing in response to the complaint lodged by ************** regarding his account. After thoroughly reviewing his account, we confirmed that a cancellation request was received on March 19, 2024. At the time of the request, an order was already billed, sent for shipping, and could not be cancelled. On March 20, 2024, ************** contacted our company and spoke with a representative who canceled his subscription.
  
  Upon receipt of this complaint, we contacted ************** and were happy to have spoken to him. As discussed, we confirmed with ************** that we canceled his account, but he was not eligible for a refund because the cancelation took place outside of the 60-day money-back guarantee. However, as a courtesy we issued a refund minus shipping and handling for the last order he received. ************** was advised to allow 1-3 business days for processing.
  
  Our goal is to provide excellent customer service to all customers. We welcome future requests via our **************** line at ************** or [email protected] hours of operation are Monday through Friday from 9:00 AM to 6:00 PM EST.
  
  Sincerely,

  Great HealthWorks
  ***************************
  **************, ** 33312
  ************ 

• Initial Complaint

  03/17/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I order Joint&muscle support from this company was supposed to be a trial and they somehow put me on a auto shipment and charge me ***** for 2 month I can not talk to anyone at the company they do not answer the phone Thank you ***************** ***********

  

  Business response

  03/29/2024

  March 29, 2024
  RE: #********
  *****************
  
  To Whom It May ****************** are writing in response to the complaint lodged by ************ regarding his account. Following a thorough review of ********* account, we can confirm that on January 7, 2024 he purchased our Buy One Get One Free promotion of two (2) bottles of OmegaXL with a free bottle Vitamin D3. The promotion included a subscription to our convenient autoship program that could be canceled anytime and a 60-day money-back guarantee from the initial date of purchase. Purchasing from our website requires the subscription terms to be accepted before completing any purchase.
  
  On March 10, 2024, ************ contacted our company and requested to cancel the account and receive a refund.The representative that he communicated with via chat advised him that the account was canceled but he was no longer eligible for the 60-day money back guarantee.On March 15, 2024, ************ contacted us again and inquired about how to get a refund. The representative advised that he was not eligible for the 60-day money back guarantee because his cancellation request was submitted after the expiration date.
  
  Upon receipt of this complaint, we attempted to contact ************ and explain this to him but we were not successful. We also investigated ********* concern about not being able to reach anyone on the phone. Unfortunately, we were not able to locate any successful contact attempts.
  
  Our goal is to provide excellent customer service to all customers. We welcome future requests via our **************** line at ************** or *********************************** Our hours of operation are Monday through Friday from 9:00 AM to 6:00 PM EST.
  
  Sincerely,
  
  Great HealthWorks
  ******************************>**************, ** 33312
  ************ 

• Initial Complaint

  03/15/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  My subscription to Great HealthWorks was cancelled February 18, 2024 and the business continued to send products and charged my bank account even after canceling for February and March. I have multiple emails as well as website customer chats and customer service phone calls. *** had to close the account that was attached to this subscription as per my bank. The charges in total for February and March are $152.86.This company refuses to refund any of the money even though I have all of the cancellation emails and requests. The products received for March were sent back to the company refused through the postal service.

  

  Business response

  03/25/2024

  March 25, 2024
  RE: #********
  ***********************
  
  To Whom It May ****************** are writing in response to the complaint lodged by *************** regarding her account. Following a thorough review of ***************' account, we can confirm that her initial cancellation was received and processed on February 21, 2024. At that time, ************** request was to cancel her account, and at the time the most recent order was billed on February 18, 2024, and had already been processed and sent for shipping.
  
  On March 12, 2024, *************** reached out to our company, expressing her concern regarding being billed after the cancellation of her account. While chatting with the representative, ************** revealed that her husband also had an account under a different name,address, and phone number. Once the representative was able to locate that account the cancellation was processed on March 12, 2024, and *************** was advised that the account was canceled outside of the 60-day money back guarantee and was not eligible for a refund. *************** was upset and said that she had previously canceled. The representative explained that, although during her initial call the account in ***************** name had been cancelled, during that initial request the information for her husbands account had not been provided to us, which is why it was not cancelled at that time. *************** stated that she would report the transitions to her financial institution as fraudulent and ended the communication.
  
  Upon receipt of this complaint, we contacted *************** but she did not wish to speak with us. During our review of the accounts for both her & her husband, we identified that both accounts were outside the 60-day money back guarantee and were not eligible for a refund. The 60-day money-back guarantee expired on January 25, 2023 for ************** and on October 10, 2023 for **************.
  
  Our goal is to provide excellent customer service to all customers. We welcome future requests via our **************** line at ************** or *********************************** Our hours of operation are Monday through Friday from 9:00 AM to 6:00 PM EST.
  
  Sincerely,
  
  Great HealthWorks
  ******************************>**************, ** 33312
  ************ 

  Customer response

  03/25/2024

  I had multiple live chats with this company which I accessed through their website (which a link was provided in their email to me when they said my auto order was received) on February 18 or 19. They charged my account on February 20.

  I also again used their live chat to make sure all subscriptions were cancelled for *************************** and 189 Low Grade Road. 
  

  The package received last was sent back through the **** through their instructions and still no refund.

  These orders were cancelled multiple times via their live chat and over the phone. Im still trying to find the live chats with them but Im very sure that they have the messages.

   Would have never went through all of this having to close my bank card and wasting your time and mine.

  She, the lady from GHW, was the one that was very upset during the call where I had to demand to speak with a supervisor because all of my correspondence with them was ignored. I didnt even speak to this supervisor until after many many attempts were made to cancel these orders.

  Also I was advised by GHW to refuse the package by GHW for March 11 and theyre still refusing to refund my money even though they got their package back completely untouched with the exception of refused written on it per GHW instructions.

  If I am able to retrieve the live chats with GMC I will forward them to you asap.

   Thank you for your time in this matter..

  Customer response

  03/25/2024

   
  Complaint: 21440527
  
  
  

  I had multiple live chats with this company which I accessed through their website (which a link was provided in their email to me when they said my auto order was received) on February 18 or 19. They charged my account on February 20.

  I also again used their live chat to make sure all subscriptions were cancelled for *************************** and 189 Low Grade Road. 
  

  The package received last was sent back through the **** through their instructions and still no refund.

  These orders were cancelled multiple times via their live chat and over the phone. Im still trying to find the live chats with them but Im very sure that they have the messages.

   Would have never went through all of this having to close my bank card and wasting your time and mine.

  She, the lady from GHW, was the one that was very upset during the call where I had to demand to speak with a supervisor because all of my correspondence with them was ignored. I didnt even speak to this supervisor until after many many attempts were made to cancel these orders.

  Also I was advised by GHW to refuse the package by GHW for March 11 and theyre still refusing to refund my money even though they got their package back completely untouched with the exception of refused written on it per GHW instructions.

  If I am able to retrieve the live chats with GMC I will forward them to you asap.

   Thank you for your time in this matter..

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

• Initial Complaint

  03/07/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I ordered some pills from Omega XL. I got pills for about six to eight months. They were not helping me, so I cancelled it. They told me they would hold my order for a month or two, and they would start it back. I made it clear that I do not want any more pills from them at all. They still sent pills in February, and they took $83 from my account. I had to called them again to tell them to stop sending me pills. They again said they would hold it for two months. I do not want any more pills. Stop sending them to me, and stop taking my money. I want a refund for the $83.

  

  Business response

  03/14/2024

  March 14, 2024
  RE: #********
  *************************
  
  To Whom It May ****************** are responding to the complaint response from ************ regarding her account. After reviewing ************************ account, we can confirm that her initial purchase with our company was on July 21, 2023. On December 1, 2023, ************ contacted our company and requested to cancel her subscription of OmegaXL. At that time, the representative offered to defer her orders until February 18, 2024, to secure her savings, and ************ agreed to these terms.
  
  On February 18, 2024, ************************ order was processed and sent per the agreed-upon terms. ************ contacted us on February 23, 2024, and advised that she received an order after canceling.The representative explained that her subscription was deferred and not canceled. ************ advised that she did not want it deferred but canceled. The representative advised Ms. *** that she was no longer eligible for the 60-day Money back guarantee but did cancel the subscription as requested.
  
  Upon receipt of this complaint, we did not attempt to contact ************; however, as a courtesy, we have submitted a full refund for the last order we sent to her. We ask that ************ allow 1-3 business days for processing. 
  
  Our goal is to provide excellent customer service to all customers. We welcome future requests via our **************** line at ************** or *********************************** Our hours of operation are Monday through Friday from 9:00 AM to 6:00 PM EST.
  
  Sincerely,
  Great HealthWorks
  ***************************
  **************, ** 33312
  ************ 

• Initial Complaint

  01/17/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I canceled the auto delivery on 8/23/2023 because I wanted to try the product first. On 01/16/2024 they billed and sent me product I didn't ask for. I have not received the product yet but I will send it right back. I don't want it or need it. To expensive and does not work, just want my money back that I never authorized them to take.

  Customer response

  01/24/2024

  The company has refunded my money and made it right.

  HP1128 (OmegaXL)
  Jan 23, ****, 8:41?AM EST
  Hello ***********************,
  Thank you for contacting us.
   
  We have submitted a refund minus shipping in the amount of $47.30 and it is in process. Please allow 3 to 5 days for processing of your refund.
   
  When you take OmegaXL consistently, studies show it works! Consistency is key to feeling the benefits of OmegaXL.
   
  If you wish to return and gain the monthly discount, order online any time at OmegaXL.com
   
  Thank you for giving OmegaXL a try,
  -The Great HealthWorks team
  Our hours of operation are Monday through Friday from 9:00 AM to 6:00 PM EST. 
  Great HealthWorks
  ***********************
  ***************, ** 33312
  Tel: **************
  Fax: ************
  Kind regards,
  Great HealthWorks
  ************************************************

*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. ↩