ComplaintsforThe NutraKey, LLC
Vitamins and Supplements
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Complaint Details
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Initial Complaint
12/04/2023
- Complaint Type:
- Delivery Issues
- Status:
- Answered
September 10: Placed my order September 17: After receiving order and using product, determined it to be a bad batch and contacted NutraKey via email September 26: NK asked for lot number. I responded with the information.October 4: NK offered a replacement October 8: I accepted the offer and provided my shipping address October 15: I follow up because I havent heard back.October 19: I follow up because I havent heard back. October 23: NK lets me know theyre checking stock. October 28: I follow up because I havent received an update.October 30: NK lets me know theyll follow up with the fulfillment center for stock. October 31: I thank them and ask to be followed up with. November 11: I follow up because I havent heard back. November 8: NK lets me know the flavor I originally ordered is out of stock and offer a substitution. I responded, same day, with my choice. November 10: NK lets me know they created an order and will send me tracking info. November 17: I follow up because I have not received tracking. November 24: I follow up because I have not received tracking. December 4: I follow up because this is absolutely ridiculous.Business response
01/15/2024
Hey ******,
Thanks for reaching out. Our sincere apologies for the extended delays you experienced with this support case. After reviewing the support case, it appears we had experienced delays in our manufacturing timeline for a new batch of product that would be used to send your replacement. We can't thank you enough for your patience. I've attached our tracking information for your replacement package, which is showing as delivered. We hope the replacement product was satisfactory. Please don't hesitate to reach out again should you have any other issues, questions, or concerns.Initial Complaint
10/20/2022
- Complaint Type:
- Product Issues
- Status:
- Answered
At one point i was a part of Repp sports and their subscription package for their energy drinks.my membership was canceled on JULY 26,2021. Ever since then Repp sports/NUTRAKEY has charged me 12.99 every month on the month. I have tried to reach out via phone, the phone number goes to a car dealer, . reached out via email as well, but i doubt anything comes from that. which i could have over a year of payments back,Business response
12/01/2022
Business Response /* (1000, 8, 2022/11/04) */ Hey*****! I see our customer support team was able to get in touch with you. It looks like there may have been duplicate accounts associated with different email addresses. I see we were able to get this resolved and refunds issued. Don't hesitate to let us know if there's anything else we can do to help!Initial Complaint
10/04/2022
- Complaint Type:
- Product Issues
- Status:
- Answered
Made a purchase in the amount of $26.27 on 11/17/20. Beginning 12/16/20, Nurtakey has been drafting $12.72 from my account through 9/17/22. I never authorized this recurring charge. Tried contacting company on the phone and email with no response. There is zero correspondence between myself and company for this recurring charge. Need refund of $279.84 and assurance that my account is never charged again.Business response
11/16/2022
Business Response /* (1000, 8, 2022/10/21) */ Hey ***** Our support team has been attempting to contact you via email, however, we are yet to receive a response. Please check your inbox for an email from [email protected] or alternatively please reach out to [email protected] and reference this BBB case so we can resolve your case. Thank you!Initial Complaint
09/05/2022
- Complaint Type:
- Billing Issues
- Status:
- Resolved
My son ordered a sampler from Repp over a year ago and has been charged $39.99 per month since then by "Nurtakey" for absolutely nothing. He did not know he signed up for any subscription and I didn't realize he was not receiving anything (the charge was on my card). I am requesting a refund of all money that has been paid out. Tried to call the company but the number goes to a Hyundai Dealership.Business response
09/16/2022
Business Response /* (1000, 5, 2022/09/14) */ Hey *****! I see one of our support reps has been able to contact you to resolve this issue. Don't hesitate to let us know if there's anything else we can do to help. Consumer Response /* (2000, 7, 2022/09/15) */ (The consumer indicated he/she ACCEPTED the response from the business.) The matter was resolved by the company.Initial Complaint
07/30/2022
- Complaint Type:
- Billing Issues
- Status:
- Answered
I have been receiving a charge from this company for the last couple months now and I'm not sure how this company even got my card information. Every time I try to get a hold of them, the phone is disconnected. I want my money back or I will do what I need to do to take legal action against this company.Business response
09/09/2022
Business Response /* (1000, 8, 2022/08/16) */ Contact Name and Title: Support Team Contact Email: [email protected] Hey **! It looks like your charges are related to a subscription you opted in during a sample order for our Energy Drink. Since your BBB complaint, our support team has attempted to contact you via email several times to clarify this billing and provide additional information on the benefits. Since we have not been able to contact you, we've cancelled the subscription and refunded your most recent charges. Please don't hesitate to contact us if you have any other questions, we are happy to help!Initial Complaint
01/07/2022
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
I made an order on the business's website because of their "Promotional" giveaways. When my order did arrive, it was only partially there. And ALL of the promotional items were wrong or missing. I tried to contact the business directly on their website, but everytime you try to send them a message or contact them their site "magically" stops working. I emailed and tried on their website. I usually buy their products from a third party and have no issues. But for some reason when you order directly from their site it is a problem. I am at a loss on what to do now. Hopefully BBB can help reach a resolution. I love this companies products, but like I said, their customer service is definitely sub par. Thinking about all the money I'v espent on their stuff over the past couple years really starts to upset meBusiness response
03/04/2022
Business Response /* (1000, 10, 2022/02/07) */ Hey ******! My sincere apologies for the missing promotional items in your order. I see that our support team was able to get in touch with you and reship all missing items. Please do not hesitate to reach out again if you had any other questions or concerns, we are happy to help! Thank you!Initial Complaint
12/12/2021
- Complaint Type:
- Delivery Issues
- Status:
- Resolved
11/29/21 ref # XXXXX invoice date 11/28/21 sales rep Cody ***** code XXXXXXX Nutrakey Antler Test 2 bottles $83.98 customer service emails with Victor C. I ordered these online and received a Fed Ex envelope that had either a cut or broken seal on one end and no product inside, just the order slip. I left a voicemail message asking if this meant the items were back-ordered or why the package was empty. I got no response so I sent email to customer service restating the problem. They responded by asking for photographs which I then forwarded. They then told me that they would investigate. I feel they are taking too long to resolve this issue and would like either the product I ordered or a refund, preferably the product. They should be able to hold Fed Ex accountable if they indeed put the product in the envelope, and if by accident the envelope got sent out from the provider without product that is an easy fix as well. It is a good product and I want what I paid for. Any help you can provide would be greatly appreciated. Thank you in advance. Sincerely, Rick ************Business response
01/11/2022
Business Response /* (1000, 5, 2021/12/27) */ Hey Rick! We sincerely apologize for the length of time that it took to resolve your issue. Your case was highly unusual, and we are still following up with FedEx to resolve this issue internally. In the meantime, we have issued a full refund on your order. We understand your frustration and can't thank you enough for your patience while we conducted an investigation. Please do not hesitate to reach out if you run into any other issues. We are happy to help any way we can. Happy Holidays! Consumer Response /* (2000, 7, 2022/01/08) */ (The consumer indicated he/she ACCEPTED the response from the business.) I received a refund it just took longer than it should have until I said I was involving BBB. Fed Ex should have been able to track the package each step of the delivery process and should know who was handling it. I got a refund so my part of the issue is resolved but it doesn't sound like it is for NutraKey or Fed Ex. I hope it is resolved for both of them soon. Thank you BBB for intervening.Initial Complaint
12/02/2021
- Complaint Type:
- Product Issues
- Status:
- Answered
On November 29th I was charged 39.99 for a subscription I never signed up for. I've been reading this happened to people that got a sample from Repp which also did. I would like to get my money back and get this subscription canceled.Business response
01/25/2022
Business Response /* (1000, 8, 2021/12/27) */ Hey *******! It appears as though you had opted in for an optional trial during checkout for a sample pack of one of our drinks. I see you have been in contact with our support team who has cancelled/refunded this subscription for you. Please don't hesitate to let us know if there's anything else we can do to help!Initial Complaint
11/29/2021
- Complaint Type:
- Product Issues
- Status:
- Answered
I received a charge for $39.99 ON 11/27/2021 from this company. I believe they are connected to Repp sports which I have purchased a sample pack from in the past. I believe I was somehow enrolled into a membership that I do not desire. I would like a refund and cancellation of any further membership. I have attempted to contact them multiple and I'm not getting any response from their end.Business response
01/27/2022
Business Response /* (1000, 8, 2021/12/27) */ Contact Name and Title: REPP Support Contact Email: [email protected] Hey ******** It appears as though you had opted in for an optional trial during checkout for a sample pack of one of our drinks. I see you have been in contact with our support team who has cancelled/refunded this subscription for you. Please don't hesitate to let us know if there's anything else we can do to help!Initial Complaint
11/28/2021
- Complaint Type:
- Product Issues
- Status:
- Answered
11-28-2021 I had a charge of $39.99 taking out my account by NURTAKEY and I believe it has to do with something from repp sports from a sample they had sent me I would like it canceled if so and refunded as soon as possible please and thank youBusiness response
01/27/2022
Business Response /* (1000, 8, 2021/12/27) */ Hey ****! It appears as though you had opted in for an optional trial during checkout for a sample pack of one of our drinks. I see you have been in contact with our support team who has cancelled/refunded this subscription for you. Please don't hesitate to let us know if there's anything else we can do to help!
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Customer Complaints Summary
12 total complaints in the last 3 years.
1 complaints closed in the last 12 months.