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Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
11/05/2023
- Complaint Type:
- Product Issues
- Status:
- Answered
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
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 moneyBusiness 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
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
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
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
************Initial Complaint
08/11/2023
- Complaint Type:
- Product Issues
- Status:
- Answered
I began using this company's 'Omega XL' product abut a year ago and the product was OK. However, in March of this year I underwent emergency surgery and subsequently lost my job. In order to reduce as many expenses as possible I contacted Great HealthWorks in March to cancel my autoship. The representative assured me that she would cancel my autoship. I continued to be billed and more product has been shipped every month since. I called again in May to cancel my autoship. It is now AUGUST and I was just billed AGAIN with more product on the way. This company is dishonest. I have even cancelled my bank card last month and THEY STILL ARE CHARGING ME 6 MONTHS AFTER MY ORIGINAL CANCELLATION REQUEST!!!Business response
08/22/2023
August 22, 2023
RE: #********
*******************
To Whom It May *************************** are responding to the complaint raised by **************** regarding the cancelation request for her subscription. After conducting a thorough review of the account in question, we were unable to locate any record of contacting our company regarding a cancellation request in March 2023. Our records indicate that on April 13, 2023, **************** initiated a new order through our website, taking advantage of our Buy One Get One (BOGO) OmegaXL offer.
On August 11, 2023, **************** contacted our company and requested to cancel her subscriptions. **************** stating that she had previously requested to do so back in March. The representative advised **************** that there was no record of that call and proceeded to cancel the subscriptions. As a courtesy, the representative submitted a refund for the last two orders billed (one refund for OmegaXL and one refund for SleepXL) less shipping and handling.We attempted to reach out to **************** upon receipt of this complaint but were unsuccessful. Based on our findings, we were not able to locate any cancelation requests prior to August 11, 2023. **************** account is not eligible for any additional refunds per our 60 day money back guarantee.
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
07/11/2023
- Complaint Type:
- Product Issues
- Status:
- Resolved
On July 10, 2023. I called **************** and cancelled my subscription for a supplement this company sells (Omega XL). I told ******* that since I will have no current business with her company, had no desire to make future purchases from them, and did not desire to access my purchase history data, I wanted Great HealthWorks to delete my credit card and other personal information from their customer and billing databases and servers. ******* told me she could not do that, and that the company would keep my personal and banking information forever. I advised ******* that I would complain to the ************************ because to keep my personal/banking information without my permission and after all legal business has been concluded is illegal. I asked to speak to a supervisor immediately, but *******'s response was that she couldn't contact a supervisor at that time, and that one would contact me within 48 business hours. As of the date of this complaint I have not been contacted by anyone from Great HealthWorks, Inc.Business response
07/20/2023
July 20, 2023
RE: #********
*************************
To Whom It May **************************** are responding to the complaint raised by ****************** regarding her request to have her personal information removed from our system. Upon receipt of this complaint, we would like to confirm that we have since deleted ******************** payment information from our system as she requested. During the initial call, we would like to clarify that the representative would not have been able process the request at that time.On July 12, 2023, we contacted ****************** and were happy to have been able to speak with her. ****************** confirmed that she would like her payment information removed from our system, but she would like to purchase products as needed. ****************** was advised that once her request was processed if she placed another order her payment information would be captured with each purchase. We provided ****************** with some alternatives ways to make her payment and she confirmed that she understood.
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
07/25/2023
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory with regard to my case. However, I urge Great HealthWorks management to bring their own **************** personnel up to date with company policy and the law, specifically the California Consumer Privacy Act of 2018. In this way **************** will avoid giving out false information to consumers making a similar request regarding the deletion of personal and credit card information.
Sincerely,
*************************Initial Complaint
07/10/2023
- Complaint Type:
- Delivery Issues
- Status:
- Answered
Canceled autoship but they sent last order anyway. Sent package back as requested package is at post office ***************. Was tried to be divered on July first but business was closed. I called and told them the package had tried Tobe delivered and that it at post office and they would have to pick up. They will not. I want my refund less shipping and handelingBusiness response
07/20/2023
July 20, 2023
RE: #********
***************
To Whom It May ********************* are responding to the complaint raised by Mr. **** regarding the refund for the OmegaXL purchase. After thoroughly reviewing the account, we can confirm that Mr. ****** account was canceled on 6/20/2023 and he was provided the return instructions for a refund per our 60-day money back guarantee policy. We can also confirm that we have been able to track ************** returned order, but it has not been received by our company to initiate the refund process.Upon receipt of this complaint, we attempted to reach out to Mr. **** but were not unsuccessful. We have since submitted the refund for the order Mr. **** returned minus shipping and handling. We requested 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 [email protected] hours of operation are Monday through Friday from 9:00 AM to 6:00 PM EST.
Sincerely,
Great HealthWorks
***************************
*************, ** 33312
************Initial Complaint
06/20/2023
- Complaint Type:
- Product Issues
- Status:
- Answered
I bought Omega XL with a guarantee my money back if not satisfied within 60 days. I called & they said 30 days money back, I said the 2 bottles you have to use will take more than 30 days to see if it work. Now that I finish both bottles with no results, I would like my money back. I paid $39.00.Business response
06/23/2023
June 23, 2023
RE: #********
***************************
To Whom It May ********************* are responding to the complaint raised by **************** regarding the refund for the Omega XL purchase. After reviewing the account thoroughly, we can confirm that **************** called our company on April 22,2023, and canceled the autoship.On June 7, 2023, **************** called back and inquired about receiving a refund under the 60-day money-back guarantee. Our representative explained the terms of the 60-day money-back guarantee and advised **************** that he would have had to return the remaining portion and empty bottles by May 22, 2023, to receive a refund. **************** was upset once he learned he would not be eligible for a refund.
Upon receipt of this complaint, we contacted **************** and are happy to have spoken with him. We have since submitted a courtesy refund minus shipping and handling for his order. 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
***************************
**************************************
************Initial Complaint
06/01/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I just ordered from this company last week and have been trying to cancel the autoship. I have filled out the forms on their website multiple times and no one is assisting me. I think this is a scam and they are trying to avoid canceling the autoship to keep charging me.Business response
06/12/2023
June 12, 2023
RE: BBB Case # ********
*************************
To Whom It May ***************** are writing about the complaint cited above. We were disappointed to learn that ********************** experience did not meet her expectations when contacting ** to request the cancelation of her subscription.After reviewing the requests we received, we can confirm that the initial request was received outside of our regular business hours including a holiday where our offices were closed.
Nevertheless, we have canceled your subscription and a confirmation has been sent to the email address we have on file.
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
***************************
**************************************
************
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Customer Complaints Summary
70 total complaints in the last 3 years.
35 complaints closed in the last 12 months.