Complaints

The 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:03/15/2024

  Type:Product Issues
  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.

  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

  Date: 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 Answer

  Date: 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 Answer

  Date: 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

  Date:03/07/2024

  Type:Customer Service Issues
  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 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

  Date: 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

  Date:01/17/2024

  Type:Product Issues
  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 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 Answer

  Date: 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
  ************************************************

• Initial Complaint

  Date:01/02/2024

  Type:Service or Repair Issues
  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.

  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

  Date: 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

  Date:12/27/2023

  Type:Product Issues
  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.

  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 Answer

  Date: 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

  Date:12/17/2023

  Type:Delivery Issues
  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.

  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

  Date: 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

  Date:11/30/2023

  Type:Product Issues
  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 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

  Date: 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 Answer

  Date: 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

  Date:11/30/2023

  Type:Product Issues
  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 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

  Date: 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 Answer

  Date: 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 Answer

  Date: 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

  Date: 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 Answer

  Date: 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

  Date: 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

  Date:11/05/2023

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

  

  Business Response

  Date: 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

  Date:10/16/2023

  Type:Product Issues
  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 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

  Date: 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
  ************