ComplaintsforGreat HealthWorks, Inc.

• Initial Complaint

  01/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This product did not work as they said it would and did nothing to negate the pain from my arthritis. They will not stand behind their product and are defrauding consumers.

  

  Business response

  01/15/2024

  January 15, 2024
  RE: #********
  ***********************
  
  To Whom It May ****************** are responding to the complaint raised by **************** regarding her experience with the OmegaXL. We are disappointed to learn that the product did not meet her expectations. However, our records indicate that **************** purchased the product from an authorized online retailer and,unfortunately, is not eligible for our 60-day money-back guarantee. However,upon reviewing the details and speaking with **************** we have decided to issue a full refund as a courtesy. We are happy to have spoken with ****************,and she 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 *********************************** Our hours of operation are Monday through Friday from 9:00 AM to 6:00 PM EST.
  
  Sincerely,
  
  Great HealthWorks
  ******************************>**************, ** *****

• Initial Complaint

  12/27/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  The company does not detail the explicit restrictions on a refund process it is not detailed that you would actually have to receive said product and then return it to receive refund and then in turn it does not stipulate how long you refund will take unless you ask for one. It also States explicitly in its emails that it takes three to five days for an order to be processed monies was taken out of my account today and it was not processed today but when I asked for a refund they then in turn said that it was already shipped out even though it states in their email that it takes three to five days for it to be processed I believe that it was only said that it was being shipped out so the company would not have to give me a rapid refund since I caught it the very day that the funds was taking out of my account. I have yet to be provided with a tracking number granted if the truth was that it was actually sent out today or shipped out today one would have been provided for me it was not.

  Customer response

  12/29/2023

  The business did contact me offering a courtesy refund that should ************** my account within 3-5 business days. I did except it and will give another update when I receive the refund. 

• Initial Complaint

  12/17/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Received email on 12/16/23 saying auto ship order will be PROCESSED in 3 to 5 business days. Attempted to cancel the same day (12/16). After 30 minutes of back and forth over the billing address (which I gave to her correctly three times) I was told it already shipped? Lala P is the online customer service rep. *** I am to return product and pay for shipping on my end, plus they'll deduct delivery shipping from refund. This product does NOT work and the email and representative have information that does not match. I have screenshots and emails if needed. Thank you!

  

  Business response

  12/28/2023

  December 28, 2023
  RE: #********
  *********************
  
  To Whom It May ****************** are responding to the complaint raised by ************** regarding her experience with the most recent interaction with our customer service representative and the processing of the auto-ship order. Upon reviewing the exchange in question, on December 16, 2023, ************** contacted us, requesting that the auto-ship order be canceled.
  

  Our representative advised ************** that we could not cancel the order. While we understand that the email mentions processing the order for 3-5 business days, our shipping process is very efficient. As per our policy, once an order is sent for processing, we cannot stop it. Regarding the billing address verification process, we take extra steps to ensure our customers account information is secure, but we understand that this may sometimes be frustrating.
  
  Upon receipt of this complaint, we attempted to contact **************, and we were not successful; as mentioned in our 60-day MBG, she must prepay for return shipping. We must receive the product by January 16, ****, to qualify for a refund for the product minus shipping and handling.
  
  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

  11/30/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I orderd a bottle of Vitamin D and Omega XL for a one time try. I did not signup for auto ship the next month I noticed they deducted $82.00 from my account and I received a pageage from Omega Xl. no where on the web site did I see you was signing up for auto ship must lest the ***** price I refused the del of the pagage

  

  Business response

  12/06/2023

  December 6, 2023
  RE: #********
  ***********************
  

  To Whom It May ********
  
      We are responding to the complaint raised by **************** regarding his purchase. After thoroughly reviewing the account in question, we can confirm that on October 28, 2023, *************** did purchase our Buy One Get One Free promotion of two (2) bottles of OmegaXL through our website. The promotion included a subscription to our convenient auto-shipment program that he could cancel anytime. **************** would have had to accept the terms of auto-shipment before the purchase could be completed, and it included a 60-day money-back guarantee from the initial date of purchase.
  
     Upon receipt of this complaint, we contacted **************** and are happy to have spoken with him. We explained to **************** the terms and conditions available on our website and confirmed that his account was canceled. **************** did advise he sent the product back but we have not received the return at this time. We have however issued a refund including shipping and handling prior to receiving the order back as a courtesy. **************** was advised to please allow 1-3 business days to process that refund.
  
    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

  12/07/2023

   
  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,
  
  ***********************

• Initial Complaint

  11/30/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I ordered Omega XL and at that time I was asked if I wanted auto-ship. I said no because I wanted to try the product first to see if it helped my pain. I got auto-ship anyway so I tried it for several months.It didn't make any difference in my pain level so I tried to unsubscribe but couldn't because all I received was a recording. So I sent the shipment back. They no only did not refund my money, but the company kept billing my credit card for $80 for three months, not sending any product. I have thrown out those bills so I don't have anything to send you but I will try to go through what I have. If necessary, I will contact my ************ to see if they can help me.

  

  Business response

  12/08/2023

  December 8, 2023
  RE: #********
  *********************
  

  To Whom It May ********************** We are responding to the complaint raised by Ms. ****** regarding refunds for the OmegaXL purchases. After reviewing the account in question, we can confirm that Ms. ****** called our company on July 23, 2023, and purchased our Buy One Get One Free promotion, consisting of two (2) bottles of OmegaXL. During this call, Ms. ****** agreed to the terms of our auto-ship program. Our representative informed Ms. ****** about the sixty (60) day money-back guarantee, which is applicable from the date of the initial purchase to which she agreed.
  
   On October 9, we did receive Ms. ******* returned product, but at that time, the 60-day money-back guarantee had expired. Upon receipt of this complaint, we contacted Ms. ****** but were unsuccessful. However, since we cannot confirm if Ms. ****** attempted to contact our company before the 60-day money-back guarantee expiration, we have submitted a refund, less shipping and handling for the returned order. We ask that Ms. ****** please 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
  ************
  
  

  Customer response

  01/02/2024

  I have received an email from OmegaXL stating they cannot refund my money because it was over 60 days. I tried repeatedly to reach the by  email and phone but never was able to reach anyone. I don't care what they say about time, they have ripped me off for several hundred dollars! I would expect them to reimburse me because I couldn't get through to them. I did reach the order department out of desperation, but they said they couldn't help me. I tried to send a copy of the email but it didn't work

  Customer response

  01/02/2024

   
  Complaint: 20933928
  
  I have received an email from OmegaXL stating they cannot refund my money because it was over 60 days. I tried repeatedly to reach the by  email and phone but never was able to reach anyone. I don't care what they say about time, they have ripped me off for several hundred dollars! I would expect them to reimburse me because I couldn't get through to them. I did reach the order department out of desperation, but they said they couldn't help me. I tried to send a copy of the email but it didn't work
  
  Sincerely,
  
  *********************

  

  Business response

  01/12/2024

  January 12, 2024
  RE: #********
  *********************
  

  To Whom It May ****************** are responding to the complaint raised by Ms. ****** regarding refunds for the OmegaXL purchases. As mentioned in our previous response, Ms. ****** did not qualify for the 60-day money-back guarantee refund. To rectify this matter and uphold our commitment to customer satisfaction, we provided Ms. ****** with a courtesy refund less shipping and handling on November 30, 2023.
  
  We could also not confirm Ms. ******** attempts to contact our company. We have also made multiple attempts to contact Ms. ****** to discuss this information and have been unable to reach her. Despite being outside our refund time frame, we have accommodated Ms. ****** to the best of our ability.
  
  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

  01/23/2024

   
  Complaint: 20933928
  
  

  
  

  As I mentioned in my original complaint, I could not reach anyone at their office to cancel my shipments. 

  Out of desperation, I called their order ***** but they told me they cannot help me. Finally, after I filed my complaint,

  They said I was too late to get my refund but it didn't keep them for billing me for three months. I find it a little strange

  that they didn't acknowledge my complaints before the 60 days. I am still expressing that I want the money they STOLE

  from me.

  
  

  Thank you for your help.

  
  

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

  
  
  

  

  Business response

  01/26/2024

  January 26, 2024
  RE: #********
  *********************
  
  To Whom It May ************************** we received Ms. ******** initial complaint regarding refunds for the OmegaXL purchases, we can confirm that we have thoroughly investigated Ms. ******** concerns. While we understand Ms. ******** frustration, our resolution was a good-faith gesture.
  
   As previously communicated, Ms. ****** did not qualify for the 60-day money-back guarantee refund. To rectify this matter and uphold our commitment to customer satisfaction, we provided Ms. ****** with a courtesy refund of her last order less shipping and handling on November 30, 2023. 
  
   We have not been able to confirm Ms. ******** attempts to contact our company regarding cancelation. We have also made multiple attempts to contact Ms. ****** to discuss this information and have been unable to reach her. 
  
   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

  11/05/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I notified them I did not want anymore of their products, They keep taking money out of my account anyway.

  

  Business response

  11/15/2023

  November 15, 2023
  RE: #********
  ***************************
  
  To Whom It May ********
  
  We are responding to the complaint raised by ****************** regarding her account. After thoroughly reviewing the account in question, we were not able to locate any contact from ****************** prior to November 5, 2023. We would like to note that the email sent was outside of our business hours.  
  
  Upon receipt of this complaint, we contacted ****************** and are happy to have spoken with her. We explained to ****************** that at the time she sent the email our offices were closed. We confirmed with her that her account was canceled. However, we would not be able to stop the order from being sent but, as a courtesy, we issued a refund including shipping and handling prior to receiving the order back. ****************** was advised to please allow 1-3 business days to process that refund.
  
  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

  10/16/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I signed up for the autoship with originally cost of ***** with a bottle of Vitamin D and Omega XL . the next AUTOSHIP I noticed they deducted $82.00 from my account and I received 2 bottles of the Omega Xl. THEN they deducted another $82.00 on 10/14- i called the company to cancel my autoshi as well as the one deducted on 10/14. They told me i could not, because over 60 day return (when it was deducted on 10/14. then i explained that i ordered the one bottle omega xl and vitamin D, and they said it was only for the first order. This business is shady and rob people of their hard work money

  

  Business response

  10/27/2023

  October 27, 2023
  RE: #********
  ***************************
  
  To Whom It May ********
  
  We are responding to the complaint raised by ******************* regarding her account. After thoroughly reviewing the account in question, we confirm that ******************** purchased our Buy One Get One Free promotion of two (2) bottles of OmegaXL on August 15, 2022, via our website.The promotion included a subscription to our convenient auto-shipment program that she could cancel anytime. To place an order for this promotion,customers expressly accept ******************** would have had to accept the terms of our auto-shipment program before the purchase could can be completed, which are described on the website at the point of purchase. Our auto-ship program and it includesd a 60-day money-back guarantee from the initial date of purchase. When placing her order, ******************** accepted the terms of our auto-shipment program and the terms of our 60-day money-back guarantee.
  
  On October 16, 2023, more than 60 days after the date of her initial order, ******************* contacted us and requested to cancel the order that had just recently shipped on October 14, 2023. The representative advised that he would not be able to stop that order. ******************** then asked about returning the order for a refund, and the agent explained that she was outside of our 60-day money-back guarantee and would not be eligible for a refund. ******************** became upset and disconnected the call. 
  
  Upon receipt of this complaint, we attempted to contact ******************** but were unsuccessful. However, as a courtesy, we have submitted a full refund including shipping and handling for Ms. ******** October 14, 2023, order. We ask ******************* to please allow 1-3 business days to process that refund.
  
  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

  09/21/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I got the first thing I ordered, they keep trying to send me more and taking outrageous amounts out of my checking account. The product does not work. I would like for them to stop sending me this product and to get a refund.

  

  Business response

  10/12/2023

  October 12, 2023
  RE: #********
  *******************
  
  To Whom It May ****************** are responding to the complaint raised by ************** regarding her account. After thoroughly reviewing the account in question, our records indicate that on August 13, 2023 ************** spoke with a representative and agreed to purchase the Buy One Get One (BOGO) OmegaXL offer. ************ was advised at the time of purchase that the promotion did include a subscription,that could be canceled at any time.
  
  On September 12, 2023, ************** was shipped her subscription order. She contacted our company on September 19, and requested to cancel the subscription and requested a refund. The representative canceled Ms.****** subscription as requested and advised her to return the product for a refund under the 60-day money-back guarantee.
  
  Upon receipt of this complaint, we had the pleasure of speaking with ************** and confirmed with her that we received her return product and refund minus shipping was issued on September 27, 2023, per our 60-day money back guarantee. As a courtesy we also refunded shipping and handling as well. ************** was advised to allow 1-3 business days for processing that refund.  
  

  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

  09/16/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On 11Jul23 purchased OMEGAXL for a one-time purchase for my mother. I explained that we want to try out the product first before receiving any more. However, an automatic payment was withdrawn from my account of $76.93. We DID NOT receive 2nd package. I've included the letter sent to Great HealthWorks ***** ATTN: *********************** since he's the *** of this product. I want a REFUND. Greatly appreciate your assistance into this matter.

  

  Business response

  09/28/2023

  September 28, 2023
  RE: #********
  *******************************
  
  To Whom It May ****************** are responding to the complaint raised by ************ regarding her refund. After thoroughly reviewing the account in question, our records indicate that on July 11, 2023, ************ spoke with a representative and agreed to purchase the Buy One Get One (BOGO) OmegaXL offer. ************ was advised at the time of purchase that the promotion did include a subscription, that could be canceled at any time.
  
  On August 10, 2023, ************ contacted our company and requested to cancel the subscription and requested a refund. The representative canceled ************** subscription as requested and advised her to return the product for a refund under the 60-day money-back guarantee.
  
  Upon receipt of this complaint, we noticed that ************ did not receive the package because it was lost in transit by the carrier. We have since issued a full refund (shipping and handling included) for the order that she was charged for. We also attempted to contact ************ 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
  ***************************
  **************, ** 33312
  ************
  

• Initial Complaint

  08/24/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  On 7/31/2023 I ordered a deal for Omega XL joint supplement and was given D3 vitamin, and purchased Tumeric also. This began a subscription after a trial period. I took the supplement for four and a half days and nearly immediately broke out in a painful rash on my neck and ear, and within 2 Days Later could not breathe well. Now two and a half weeks later I am still struggling to breathe and have a rash on my neck. I visited my family doctor twice and received prednisone and my asthma doctor once and received Zyrtec and Pepcid. This is very unusual as I have never had an allergic reaction and cannot function as movement gets me winded very easily which has never happened to me before.

  

  Business response

  09/06/2023

  August 31, 2023
  RE: #********
  *****************************

  
  To Whom It May ************** are responding to Ms. ********* Browns complaint regarding her experience with our product and request for a refund. Our records indicate that on July 30, 2023, ************** called and placed a new order taking advantage of our Buy One Get One (BOGO) OmegaXL offer with a free bottle of VitaminXL D3. ************** also placed an order for our TurmericXL on autoship. On August 11, 2023, ************** called to cancel her account, to inquire about a refund, and to discuss her experience with our product. The account was cancelled, and the agent referred the customer to the Quality team to discuss her experience further.

  
  On August 15, 2023, ************** spoke with a representative of the Product Quality team regarding her experience. The agent advised the customer that a prepaid Returns Good Authorization envelope and a medical release form were being sent to return the product.

  Upon receipt of this complaint, a full refund (including shipping and handling) was issued to **************. We are pending the return of the product and the medical release form to further look into Ms. ****** experience with the product.

  
  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
  ************ 

*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. ↩