Complaints
Customer Complaints Summary
- 79 total complaints in the last 3 years.
- 30 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.
Initial Complaint
Date:04/17/2025
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
On April 12, 2025 I order Omega XL from this Great Health works. When I received the confirmation I saw that they had placed a auto monthly shipment on the account. I called the company back at approximately 12:30 PM on the same day as the order to cancel the order. I did not want a monthly auto shipment. When I called it indicated that my wait time was less than 15 minutes. At about the 15 minute **** their system discontinued the call. I called right back and system my told me my wait was 30 minutes. I stayed on the line until 2 PM which was their closing time. I went to their email system and sent a email indicating I wanted to cancel the order. I called on Monday April 14th and left a recall number. No one ever called me. On Monday April 15th I once again sent a email to them on their system to cancel the order. Tuesday the 15th of April I called and left a return call number on their system. No return call on Tuesday. Wednesday April 16th I called early and stayed on the phone as they indicated my wait time was 5 minutes. Finally a customer representative came on. He canceled my order and gave me instructions on how to return the unused bottles and I would get a full refund once the bottles were received. I received a confirmation of the future refund stating that I would still be responsible for shipping and handling. I ****t feel I should be responsible for any payments seeing I did my level best to cancel the order. I think that their advertising for the special on this product is somewhat on shaky ground. On the **** advertisement they put the conditions of the sale in so small print and the bottom the screen that you can't read it. I **** think I *** this company any money.
Business Response
Date: 05/01/2025
May 1, 2025
RE: # ********
***** *********
To Whom It May Concern,
We are responding to the complaint raised by Mr. ********* regarding his experience with our company.After reviewing the account, we can confirm that Mr. ********* purchased our Buy One Get One Free promotion for two (2) bottles of OmegaXL and a complimentary bottle of VitaminXL D3 on April 12, 2025, via our website. The promotion included a subscription to our convenient monthly autoship program, which could be canceled anytime, and a 60-day money-back guarantee. Purchasing from our website requires acceptance of the subscription terms, which include our money back guarantee, before purchasing. Under the express terms of our money back guarantee, refunds are less shipping and handling.
Per our records we were unable to locate an attempt from Mr. ********* to cancel his order on April 12, 2025. We can confirm that an email was received on April 13, 2025, requesting to cancel the order he placed. Unfortunately, we are unable to cancel orders that have already been processed and sent for shipping.
On April 14, 2025, Mr. ********* contacted our company, unfortunately he only stayed on the line for one minute and forty-nine seconds. Mr. ********* contacted our company again on April 15, 2025, and requested a call back. A callback was placed to Mr. ********* however he did not answer, and a voicemail was left with instructions to return the call. On April 16, 2025, we spoke with Mr. ********* and cancelled his account. As per the terms of our money back guarantee, Mr. ********* has until May 16, 2025, to return the product for a refund minus shipping and handling. We also ask Mr. ********* to allow up to 30 days after the return has been received for the refund to be processed.
Our goal is to provide excellent customer service to all customers. We value your business and are committed to providing you with the best possible experience.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 Answer
Date: 05/02/2025
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.
Sincerely,
***** *********Initial Complaint
Date:04/05/2025
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
On or about April 3, 2025, my wife permanently cancelled an auto shipment of a nutiritonal supplement that she had ordered two previous times. This was completed on the business web site. Because she no longer wants this supplement and she will never use it again, I attemped to have her account terminated and her PII along with credit card information removed from their business information server. I was told by a customer service ***resentative on the telephone that the business keeps all information in case you wish to resume your membership and take the product again. She will never use it again. There is no reason for or need for the business to keep any information. Eventhough the autoship was cancelled and the account login terminated, the customer service *** could still, using only my wife's first name (*****) and last name pull up her complete records, including name, address, telephone, and credit card transaction information that included the last four numbers of her credit card, name of the card, name on the card, expiration date, and CVP number. They have refused to delete the information. All I want is for the company to delete any/all information with regard to her account. If I give them ******* name, they should not be able to pull up anything that says she was ever a customer.Business Response
Date: 04/14/2025
April 14, 2025
RE: # *******
****** **********
To Whom It May Concern,
We are responding to the complaint purportedly from the husband of our customer ***** ********** regarding her account.The statement the business keeps all information in case you wish to resume your membership and take the product again is incorrect. We retain and delete personal information for the purpose of complying with applicable laws. The account was terminated, as requested, and personal information is being deleted and retained, as applicable, in compliance with laws applicable to our business and this Florida customer.
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
************Customer Answer
Date: 04/16/2025
The statement about the information being held to facilitate a return to the company was provided by THEIR CUSTOMER SERVICE REP ************ information is being rertained? Please list all data points.
If any data point has any PII or credit information embedded (such as is visiable in the transaction information), then that needs to be deleted.
Customer Answer
Date: 04/16/2025
Complaint: 23164549
The statement about the information being held to facilitate a return to the company was provided by THEIR CUSTOMER SERVICE REP ************ information is being rertained? Please list all data points.
If any data point has any PII or credit information embedded (such as is visiable in the transaction information), then that needs to be deleted.
Sincerely,
****** **********Business Response
Date: 04/16/2025
April 16th, 2025
RE: 23164549
***** **********
To Whom It May Concern,
We previously responded to the Complainants allegation a **************** Representative misstated the purpose for which we retain information by clarifying that we retain and delete personal information in compliance with applicable laws. We confirmed the account was terminated, as requested, and personal information is being deleted and retained, as applicable, in compliance with laws applicable to our business and this Florida customer. Our response complies with the privacy laws and rights applicable to Florida customers.
For additional information regarding our privacy practices, please see our Privacy Notice provided in PDF format and located online at: ********************************************.
Sincerely,
Great HealthWorks, Inc.
****************
Ft. **********, FL 33312
************Customer Answer
Date: 04/17/2025
The company has not identified what personal information that they are going to retain, as requested in my first response. Now, additionally, I would like to know from the company exactly what law(s) the company is using to determine what personal information it is going to retain and delete. They confirmed personal information is being deleted and retained, but they failed to identify exactly what data is being retained.Customer Answer
Date: 04/18/2025
Please publicly post this complaint thread. I will ensure that I not recommend this company to anyone and will warn everyone about the companies unwillingness to honor a customers request to remove PII that they have no further need of having either for a business purpose or legitiamte legal reason.Initial Complaint
Date:04/03/2025
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Ordered product 1.29.2025 Received product 2.8.2025. Could not take due to stomach upset. Requested refund 2.23.2025 within time limit of 65 days from purchase. Sent back product 3.4.2025 within time limit to the address of *****************************************. There were two addresses on return form but above address was listed as return address. Was delivered 3.7.2025 Never heard anything from them. Emailed them 4.2.2025 Still within time limit and was told they never received product. I have **** receipt Included They said to wait longer? Any longer and my 65 days are up. I paid $215.74 but return said they will not refund Shipping on product. So I Deducted shipping cost $6.95 leaving a refund of $208.79Customer Answer
Date: 04/04/2025
Hello,
I had received a voice mail from an Orstea? Said to call back regarding my BBB complaint? ************* Between the hours of 9am to 6pm Eastern time Monday through Friday? I Live in ****** and I called during my lunch time at 12:37 pm and the recording said t had reached the customer advocacy group. Unfortunately you have reached us outside out business hours and then says the hours are 9-6 eastern standard time Monday through Friday from 9am to 6pm. I tried calling back again at 12:57 and same message. So I tried to reach them on there terms and cannot. So what do I do when they won't answer my return call?
***
Customer Answer
Date: 04/08/2025
I had received a voice mail from an Orstea? Said to call back regarding my BBB complaint? ************* Between the hours of 9am to 6pm Eastern time Monday through Friday? I Live in ****** and I called during my lunch time at 12:37 pm and the recording said t had reached the customer advocacy group. Unfortunately you have reached us outside out business hours and then says the hours are 9-6 eastern standard time Monday through Friday from 9am to 6pm. I tried calling back again at 12:57 and same message. So I tried to reach them on their terms and cannot.
I tried again to call them this morning 7:45 am which is 10:45 am their time. Once again I am getting the same recording saying that i am calling outside business hours. But the recording says it is during business hours. Cannot reach What do I do next
Business Response
Date: 04/22/2025
Response:
April 22,2025
RE: # ********
******* **********
To Whom It May Concern
We are addressing Mr. ************ request concerning a refund for the product returned. After reviewing the account, we were unable to locate a record of the returned product in our system. Based on the tracking information provided we can confirm that the package was delivered to our facility on March 7, 2025. We have submitted a refund for the order minus shipping and handling as indicated in our money back guarantee terms. We ask that Mr. ********** 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
****************
Ft. **********, FL 33312
************Customer Answer
Date: 04/23/2025
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,
******* **********I do want to point out that research online shows this business does the same thing to many returns requests as they have done to me. I feel it is wrong to have had to go through this to get my refund and many online complaints say the same thing. I am thankful for the BBB helping me get my money back after all this
Initial Complaint
Date:03/29/2025
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
i order this as a trial than they send the 2nd order before the trial time was not completed i called and stop the refill that i still do not recall seeing auto refill i sent the 2nd back to them the received it 3/21/25 at 221 pm and they have not refunded me yet.Customer Answer
Date: 04/02/2025
****** refunded me ***** so i am not happy with this outfit but you can close it since i recovered the money.Initial Complaint
Date:03/28/2025
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Cancel my ordernow.Business Response
Date: 04/11/2025
April 1st, 2025
RE: 23130689
******* ********
To Whom It May Concern,
We are responding to the complaint from our customer Mr. ******* ******** regarding his account. Upon reviewing the account, we can confirm that a Mrs. ******** ******** contacted our company on March 26, 2025, requesting cancelation of Mr. ********* account and was advised to use our online live chat or call our customer care department for assistance. On March 28, 2025, we observed that there was an attempt to call our customer care department;however, it seems that Mrs. ******** ended the call before being connected to a representative.
Nevertheless, upon receipt of this complaint the account was canceled as requested. 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.Initial Complaint
Date:03/08/2025
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
On the commercial Omega xl said and displayed you get 2 bottles plus D3 for *****. I ordered it and only received 1 (one) bottle of Omega xl and the D3. The *** said that on the first order you only get 1 bottle of Omega xl and when you reorder or subscribe you get the 2 bottles of Omega xl. That is NOT what is advertise on TV. The commercial says you get 2 bottles of Omega xl. The *** would not send another bottle of Omega xl. I paid the $***** plus $6.95 for shipping and handling. I would like the second bottle of Omega xl to satisfy this complaint and a refund. Thank you.Business Response
Date: 03/13/2025
March 10, 2025
RE: # ********
*** *******
To Whom It May Concern,
We are addressing Mr. ********* complaint regarding his experience with our company. After a thorough review of the account, we can confirm that Mr. ******* placed an order with our representative on March 2, 2025. During this interaction, Mr. ******* was informed that our Buy One Get One Free promotion, which includes two bottles of OmegaXL and a complimentary bottle of VitaminXL D3, was only available with enrollment in our autoship program. Mr. ******* declined the option for the automatic shipment and was advised by the representative the promotion he was receiving only included one bottle of OmegaXL.
On March 7, 2025, Mr. ******* reached out to us to express concern about not receiving part of his order,specifically noting that one OmegaXL bottle was missing from his shipment. Our representative clarified that the order Mr. ******* placed did not include the complimentary OmegaXL bottle, and therefore, we were unable to send it as it was not part of the original purchase.
Following this complaint, we attempted to contact Mr. ******* but were unsuccessful. However, the money-back guarantee terms remain valid. To process a refund, the complete order, including all bottles (empty, partially used, and unopened), must be returned by May 1, 2025.Refunds will exclude shipping and handling costs, as per our terms. We also ask that Mr. ******* allow us up to 30 days after receipt of the return to process the return and issue a refund.
Our goal is to provide excellent customer service to all customers. We value your business and are committed to providing you with the best possible experience. We welcome future requests via our **************** line at ************** or ************************************** hours of operation are Monday through Friday from 9:00 AM to 6:00 PM EST.
Sincerely,
Great HealthWorks
****************
Ft. **********, FL 33312
************Customer Answer
Date: 03/14/2025
Complaint: 23038895
I am rejecting this response because: The TV commercial does not say a customer must subscribe to auto-ship to receive the second bottle of Omega XL. This is false advertisement as the person (**** *****) does not say anything about only receiving one bottle of Omega XL would be sent if you do not use auto-ship. I would like to receive the second bottle of Omega XL to satisfy this complaint. Thank you for your help.
Sincerely,
*** *******Business Response
Date: 03/24/2025
March 10, 2025
RE: # ********
*** *******
To Whom It May Concern,
We are responding to Mr. ********* feedback concerning his experience with our company. Our infomercials indicate that the Buy One Get One Free promotion is available only with our monthly auto-ship program. In addition to that, when Mr. ******* contacted our company on March 2, 2025, and asked to opt out of the automatic shipment option, he was informed by our representative prior to placing his order that the promotion he was calling about was limited to those who enroll in our monthly auto-ship. He was then instead offered the alternative offer (consisting of one bottle of OmegaXL and one free bottle of VitaminXL D-3) that he elected to purchase after being clearly told that this offer was limited to one bottle of OmegaXL.Unfortunately, we are unable to provide Mr. ******* with a complimentary bottle of OmegaXL. However, the terms of our money-back guarantee remain applicable: To initiate a refund, Mr. ******* must return the entire order, which includes all bottles (whether empty, partially used, or unopened), by May 1, 2025. Please note that refunds will not cover shipping and handling fees, in accordance with our policy. We also request that Mr. ******* allow us up to 30 days from the date we receive the return to process it and issue the refund."
Our goal is to provide excellent customer service to all customers. We value your business and are committed to providing you with the best possible experience. 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
************Business Response
Date: 03/24/2025
March 10, 2025
RE: # ********
*** *******
To Whom It May Concern,
We are responding to Mr. ********* feedback concerning his experience with our company. Our infomercials indicate that the Buy One Get One Free promotion is available only with our monthly auto-ship program. In addition to that, when Mr. ******* contacted our company on March 2, 2025, and asked to opt out of the automatic shipment option, he was informed by our representative prior to placing his order that the promotion he was calling about was limited to those who enroll in our monthly auto-ship. He was then instead offered the alternative offer (consisting of one bottle of OmegaXL and one free bottle of VitaminXL D-3) that he elected to purchase after being clearly told that this offer was limited to one bottle of OmegaXL.Unfortunately, we are unable to provide Mr. ******* with a complimentary bottle of OmegaXL. However, the terms of our money-back guarantee remain applicable: To initiate a refund, Mr. ******* must return the entire order, which includes all bottles (whether empty, partially used, or unopened), by May 1, 2025. Please note that refunds will not cover shipping and handling fees, in accordance with our policy. We also request that Mr. ******* allow us up to 30 days from the date we receive the return to process it and issue the refund."
Our goal is to provide excellent customer service to all customers. We value your business and are committed to providing you with the best possible experience. 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 Answer
Date: 03/24/2025
Complaint: 23038895
I am rejecting this response because: It is the same response as the first one. They just keep sending the same response. This should tell you what this company is all about The advertisement does not say you only get 1 bottle of Omega xl. The ad says you get 2 bottles. This is FALSE advertisement on the company's part to **** customers to buy in. The government should be aware of this ad as well as the state of Missouri. The only way to satisfy this complaint is to send another bottle of Omega XL. Lets hope they will do the right thing on this. Thank you.
Sincerely,
*** *******Initial Complaint
Date:01/15/2025
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I ordered a product from them for $59.86. Then they wanted to send me continuous orders of this but I told them I didn&#**;t want anymore. I would like for them to stop sending me this product. Also, I don&#**;t want it to show up on my next bill.Business Response
Date: 01/30/2025
January 17 2025
RE: # ********
******** J Stanek
To Whom It May Concern,
We are responding to the complaint received regarding Mr. ******* account. After reviewing Mr. ******* account, we can confirm that Mr. ****** contacted our company on January 13, 2025, to purchase our Buy One Get One Free promotion of two (2) bottles of OmegaXL with a complimentary bottle of Vitamin D3, in addition to promotion for (1) bottle of TurmericXL. The promotion included a subscription to our convenient auto ship program, which could be canceled anytime. At that time, a representative provided Mr. ****** with the customer service number should any changes need to be made on account. Mr. ****** contacted us 3 times on January 16, 2025, however Mr. ******* only waited on the line for less than 30 seconds per interaction and never had the opportunity to speak with anyone.
Upon receipt of this complaint, we contacted Mr. ****** and are happy to have spoken with him. We explained that the account was cancelled, so moving forward no additional billing or orders will be received. No additional assistance was requested.
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
Date:01/14/2025
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
November 7, 2024 I notified via email Omega XL to Stop AUTOSHIP as I am out of country from 12/24-5/25. I received the email confirmation from them my auto-ship will stop. They continue to bill me and send products while I am out of the country. I cannot get through via their ************ when selecting option 2 for the existing customer it auto-drops me.Charged as **********/14/2024 $76.93 1/13/2025 $76.93 1/14/2025 $76.93 Total: $230.79 Please help me get my autoship to stop.Business Response
Date: 01/27/2025
January 27, 2025
RE: #********
******** *****
To Whom It May Concern
We are writing in response to Ms. ******* complaint regarding her auto-ship being already canceled and her request for a refund for shipments she received. After reviewing the account, we confirm ******** had two different subscriptions. Ms. ***** called our company on December 24, 2023, and purchased our Buy One Get One Free promotion, consisting of two (2) bottles of OmegaXL and one (1) complimentary bottle of VitaminXL D3.Additionally, Ms. ***** made the second purchase through our website on August ******* for the same Buy One Get One Free order.On November 7, 2024, Ms. ***** contacted our company via live chat and communicated with one of our representatives. At the time, Ms. ***** informed the representative that she wanted to cancel her account since she would be out of the country from December 2024 to May *******. ***** provided her first and last name along with her email address. This email address only located the subscription created on December 24, 2023. The representative successfully canceled the subscription at that time. However,during this interaction, the email address for the second subscription was not provided, and unfortunately, that caused the second subscription to remain active.
Upon receipt of this complaint, we attempted to contact Ms. ***** but were unable to do so. We also reviewed the phone number Ms. ***** called. This is not our main customer service number, but it should have routed Ms. ***** to a representative to assist her. Since we are unable to confirm how Ms. ******* call was routed, we will refund the orders in full as requested. We ask that Ms. ***** 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 ************************************** hours of operation are Monday through Friday from 9:00 AM to 6:00 PM EST.
Sincerely,
Great HealthWorks
****************
Ft. **********, FL 33312
************Initial Complaint
Date:12/27/2024
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I emailed my request to Great Health Works to cancel my Omega XL subscription on 12/19/24. I received an acknowledgement of this by email the same day. Then on 12/23/24, I received an email congratulating me for placing another order. I did not make this request. An unauthorized payment of ***** was withdrawn from my account. I called the company and requested them to cancel this order which I did not place. The representative attempted to convince me to simply pause the subscription. She also offered to provide future orders of the product at a cheaper cost. When I was adamant that I wanted to cancel, their was silence, then I was disconnected. I went online to file my request through their website, but the email would not go through. I kept getting a message saying that an error occurred while processing my form,so please try again later. I want this unsolicited subscription cancelled. The current order has not been delivered to me yet, but the money for it has been withdrawn from my bank account. I want the company to retrieve that product from those who are scheduled to deliver it to me and my money returned to my account.Business Response
Date: 01/07/2025
January 6, 2025
RE: #********
******* *****
To Whom It May Concern,
We are writing in response to Ms. ******* complaint regarding her experience with our company. After reviewing the account, we acknowledge that Ms. ***** submitted a request to cancel her subscription. The confirmation she received was an automated response indicating that her request had been received; however, it did not confirm that her cancellation was processed.
On December 27, 2024, Ms. ***** contacted our company and explained to our representative that she had emailed us to cancel her account, but then subsequently received an email notifying her of a shipment being sent. The representative informed Ms. ***** about the benefits of using OmegaXL and offered her options to continue receiving the product, ultimately proceeding with the cancellation as requested.
Upon receiving this complaint, we attempted to reach Ms. ***** directly but were unable to make contact. We also discovered a system issue that had prevented her cancellation request from being processed. We sincerely apologize for any inconvenience this has caused and have issued a full refund for the order that was sent. Please allow 1-3 business days for the processing of this refund.
Our goal is to provide excellent customer service to all customers. We value your business and are committed to providing you with the best possible experience. 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 Answer
Date: 01/30/2025
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:12/15/2024
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I placed the order only company website, 12/8/24, in the order came incomplete according to the web page, I have spoken to two different person once said he can send me the same product but not the one on the web page that I order. The other one said he can see the ad on that web page but when the order is placed it's two different things and he said that's strange but it's nothing he can do, so I suggested that the first thing they do was stop running that ad if it's not correct, which is Omega XL/***** *********. So I go back to the site 12:15/2024 and it is still up there, I asked the company if y'all don't see the same thing I see but cannot fulfill the order. Isn't that false advertising? They said it is just strange. It said one thing but won't let them put the order in the correct wayBusiness Response
Date: 01/07/2025
January 7, 2025
RE: # ********
****** ****
To Whom It May Concern,
We are writing in response to Mr.***** ********* regarding his experience with our company. After reviewing the account in question, we can confirm that Mr. **** placed an order on our website, **************************, on December 8, 2024, and purchased our Buy One Get One Free promotion, which consisted of two (2) bottles of OmegaXL. The offer selected did not include VitaminXL D3. At that time, our website also featured a separate Buy One Get One Free promotion for OmegaXL that included a complimentary bottle of VitaminXL D3;however, this was not the offer Mr. **** selected when he placed his order.
On December 14, 2024, Mr. **** contacted our company to report that he had not received a portion of his order because VitaminXL D3 was not included in his shipment. Our representative confirmed that the Buy One Get One Free promotion Mr. **** had purchased did not include the complimentary VitaminXL D3. The representative explained that we would not be able to send VitaminXL D3 since it was not part of the original order but, we could resend the OmegaXL. Mr. **** declined this offer and ended the call.
Upon receiving this *********, we attempted to contact Mr. **** directly but were unable to reach him. As a courtesy, we have processed a refund, minus shipping, and handling fees. Please allow 1-3 business days for processing.
Our goal is to provide excellent customer service to all customers. We value your business and are committed to providing you with the best possible experience. We welcome future requests via our **************** line at ************** or ************************************** hours of operation are Monday through Friday from 9:00 AM to 6:00 PM EST.
Sincerely,
Great HealthWorks
****************
Ft. **********, FL 33312
************Customer Answer
Date: 01/22/2025
I am somewhat satisfied. Did get a partial refundCustomer Answer
Date: 01/24/2025
Better Business Bureau:
I am somewhat satisfied. Did get a partial refund.
Sincerely,
****** Rome
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