ComplaintsforPureformulas, Inc.

• Initial Complaint

  01/07/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Ordered from purejit one container of sheilejit(sorry for the misspell) just before Dec. 20, 2023. It is now 17 days later and, despite attempts to email their customer support, my inquiries regarding my order keep getting bounced back to me stating undeliverable. Also, shop.coms tracking shows the item was delivered to hours ago however, that same report has been on there for several days and no item from them has been delivered to me at all. I spent over $35 for this one container and I either want the product or I want my money back NOW!

  Business response

  01/08/2024

  
  I hope this message finds you well. We sincerely apologize for any inconvenience you've experienced regarding your recent order from Purejit.

  We understand your frustration and want to assure you that we are actively investigating the issue to resolve it promptly.
  

  Firstly, we would like to clarify that you have reached out to Pureformulas.com, not Shop.com or PureJit. We appreciate your patience and understanding as we are not the company you ordered from.. Please note that the tracking information you provided does not match our records.
  

  Please contact the correct company at your convenience. 

   

   

• Initial Complaint

  01/02/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I long time customer I order pure formulas nov ******* it come Damaged they give me the runaround

  Business response

  01/02/2024

  Dear *************************,

  I hope this message finds you well. We appreciate your feedback, and I'm sorry to hear about the issue you've experienced with a damaged item. However, after thorough investigation, we couldn't locate any orders associated with the date you provided, November 10.
  To assist you further and resolve the matter promptly, could you please provide us with your order number or any additional details about the order? With this information, we'll be able to investigate the issue thoroughly and take the necessary steps to address your concerns.
  

  We understand the importance of your purchase, and your satisfaction is our top priority. Your cooperation in supplying the order number will help us expedite the resolution process.
  If you have any other questions or concerns, please feel free to reach out to us directly. We value your business and appreciate your understanding as we work to resolve this matter.
  Thank you for your cooperation.
  

  Customer response

  01/03/2024

  Invoice ID
  **********

  november 10th

  Business response

  01/08/2024

  Hello *******
  Thank you for taking the time to share your feedback with us. We sincerely apologize for any inconvenience you experienced with your order.
  After reviewing your concerns, we have processed a full refund for your order. Please allow some time for the refund to reflect in your account. We appreciate your understanding and the opportunity to address this matter.
  If you have any further questions or if there's anything else we can assist you with, please feel free to reach out. Your satisfaction is our top priority, and we value your business.
  Thank you for bringing this to our attention, and we hope to have the opportunity to serve you better in the future.
  

  Customer response

  01/09/2024

   
  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

  12/19/2022

  Complaint Type:

  Delivery Issues

  Status:

  Unresolved

  More info

  We placed an order #********** on December 5th. Tracking showed movement and then all of a sudden it looked like **** attempted delivery, but made the claim there was no place to put the mail. In spite of this no doubt being a very small parcel, our being available to receive mail, having a large mailbox, and carport availability to keep packages from the elements, **** failed to deliver the Pure Formulas order. We scheduled a re-delivery date on the **** website. They have never delivered the package. Tracking shows no further progress, and we have received other orders from Pure Formulas since this one. I've contacted Pure Formulas multiple times and keep getting excuses about waiting or that the order shows shipped. Yes, it shows shipped, but it has been weeks and is not arriving. One agent told me last week to wait until Friday and if it didn't arrive still, they could reship it. Now that agent is refusing to reply. The company's website chat is always unavailable and emails reach different agents every time or receive no reply at all. We need the items in the order still.

  Business response

  12/20/2022

  Thank you for taking time to reach out to us! We are sorry to hear that **** could not deliver your package. Upon looking at your tracking info, **** has been attempting to deliver to you however your mailbox is full and not accepting any new mail. We do suggest contacting **** for assistance with future deliveries to your home. We can have this package refunded for you as a courtesy :) Please expect your refund shortly. Have a great week!

  Customer response

  12/20/2022

   
  Complaint: 18612972
  
  I am rejecting this response because nothing is resolved yet. Refunding is good, but we still need to receive this order, so you need to re-ship as well. Attached is proof of our already having contacting **** as you suggested, setting up a re-delivery that they have failed to follow through on. Our mailbox is empty and our carport is available for packages, which is usually where they delivery them in the first place. We have even received a separate order form you since this one, yet this one never comes.

  I'm additionally frustrated because I have been reaching out to your company for weeks now with no help. Suddenly you can "reply" the next day after I go through the hassle of registering complaint case with BBB. For this trouble the order needs to be refunded or $49 credit added to account, along with re-shipping this order as we need the items.
  
  Sincerely,
  ******

  Business response

  12/22/2022

  We do understand your concern. I see our team has refunded your order and you can place a new order at your convenience. If you have further concerns regarding why **** could not deliver your order we would strongly suggest reaching out to their customer service team for further assistance. Pureformulas unfortunately cannot control why the Unites States mail could not deliver your order. This case has now been closed and we thank you again for your continued patience.

  Customer response

  12/22/2022

   
  Complaint: 18612972
  
  I am most definitely REJECTING this response because I have NOT received the refund they claim they have provided. Worse yet, their own agent (see attached images) claimed a week ago they would reship if this did not arrive. Why is this company not honoring their own word?!

  I will be letting my credit card know I have not received this order and that Pure Formulas is committing fraud since we have contacted **** and there is no more we can do on our end. It is up to Pure Formulas to get the order to us, and the refund has NOT been issued as they claim. So apparently it's lies now on top of fraud.
  
  Sincerely,
  ******

• Initial Complaint

  11/01/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  PureFormulas order ********* I purchased some probiotics from PureFormulas order *********1 which came with free gift which I didn't ask for. When the product arrived, the seal was broken so I returned it back according to the instructions given by the customer service team. Then I get an email saying I got refund back minus the price for the free gift item which I never asked. I followed all the instructions I was given which to send the probiotics with seal broken. The supervisor named *********** started arguing with me said I will have to pay for the gift which I never asked for.

  Business response

  11/16/2022

  Thank you for taking time to reach out to us! We do understand your concern and have researched your order. We do see that the free item was not returned as it was selected by you when ordering your original item. As a courtesy we will refund the remainder of the item for you and notate your name and account accordingly. Your patience is much appreciated.

• Initial Complaint

  10/25/2022

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  Company failed to send me a couple of products, which I ordered. I reached out via email to get a resolution. I was ignored until company decided to send out a replacement without asking me first. No one is home and no one will be home for several months. I called the company to let them know that this was an issue and they said there was nothing they could do.

  Business response

  10/25/2022

  Thank you for taking time to write to us! We do understand your concern. A refund for these two items can be processed for you. We will expect the replacement package to be returned to us once you arriving home. Our team will follow up with you in January to recover the replacement from you :)

  Customer response

  10/26/2022

   
  Complaint: 18310198
  
  I am rejecting this response because:

  Thank you for offering me a refund for the 2 missing items, I do accept that part of this. I will gladly return the items when arriving back to the house if they are still there, but I highly doubt that would be the case. I would not leave a package sitting out for even one night & expect it to still be there. So I will not be help responsible if its gone once we arrive back (as I expect it would be). I will not accept being recharged for these items come ******* if they are returned, as I doubt Ill have any product to return. Please take that part out of the stipulation and I will accept the business response. Thank you. 

  
  Sincerely,
  
  **************

  Customer response

  10/27/2022

  I dont really understand what I am supposed to do or say at this point. I am interested in a refund for the 2 original missing items, I just do not want to be held responsible/be required to ship back the replacement package, as I do not believe it is still going to be on the front porch when we arrive back home.

   

  I will happily ship it back, if it is in fact, still there. I do not want the refund to stipulate that the replacement package is required to be shipped back. 

  Customer response

  11/01/2022

  Well I thought I had already provided clarification, but maybe it didnt go through? 
  

  I want a refund please for the 2 missing items. Please provide a refund without the stipulation that the replacement package *must* be returned. The replacement package will be returned, if it is found to still be at the premise in mid January, but I do not want it to be a stipulation of the refund, as it will most likely no longer still be there.

  Customer response

  11/02/2022

  Like I just said, the package was delivered apparently about 2 weeks ago (maybe longer). No one has been there to receive the package and I did not tell the company to send out a replacement package. My email to the company was ignored and they sent out the replacement package without confirming with me first. 

  
  

  I have no way of returning that package which was never received and which is probably no longer on the premises.
  

  Business response

  11/03/2022

  We do understand your concern

   

  .You may keep the replacement you requested as a courtesy.

   

  We can notate your account accordingly.

   

  Thank you for your patience and cooperation.

  Customer response

  11/03/2022

   
  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.
  

   

  I am hoping we are on the same page, Im a little confused by the communication. I did not receive a replacement package, as no one is at the premise to receive it. I hope that you are keeping your word and that I am being refunded for those 2 original missing items. 
  
  Sincerely,
  
  ****************

• Initial Complaint

  09/12/2022

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I purchased 4 bottles of essential oils($27.19), but only received 3 bottles. Obviously, I did not receive the completed products. I contacted the seller and they did not admit they made a sorting mistake. Instead, they asserted without justification that I had received the product. They said 'You ordered it so you should have received it'. What ridiculous logic! And I felt offended because his response proved that he putted me in the position of a lier in the first place. I even sent some unboxing pictures but they ignored it! I asked for more help but they do not reply me any more. I do not want to pay for their mistake, on the top of that they have no respect for me at all.My order ID is **********

  Business response

  09/27/2022

  Thank you for reaching out to us! We have refunded this missing item for you as of September 16 :) We thank you for your patience.

  Customer response

  09/28/2022

   
  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.

  Thank you for your work! It is amazing and I really appreciate your help!
  
  Sincerely,
  
  ******* Du

• Initial Complaint

  08/29/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  The date of the transaction was April 14, 2022. I paid $151.20 for what the business committed to provide as: "...a delicious non-gmo milk" (powdered goats milk). And in their refund policy, it states that "100% refund will be issued on your unopened item(s) returned within 30 days of purchase." With that being said, I thought it'd be wasteful to throw away all of the money I paid for something so gross (not in their description). I didn't want to waste the poor goat's milk either. So I returned the unopened canisters in perfect condition. I even packed the box with papers to be sure it didn't get shaken around, despite the fact that their return instructions state:"1. Print a return shipping label from the Orders section of your PureFormulas account.2. Pack the item you wish to return in a box.3. Attach the return shipping label to the box.4. Ship it out for free."PureFormulas didn't solve my problem and hasn't even made any effort to do so. A couple weeks later they emailed me saying: "We regret to inform you that our ****************** has denied your refund for the ***** Milk based on the following criteria:One canister was open and two canisters had damaged seals.All canisters have the old labelling which was discontinued a year ago."The canisters that I packaged nicely, the packages that THEY sold to me just one month prior, was old and opened.? I can't imagine every single one of those had been found that way. I did my part, and they aren't doing there's. I've sent them a screenshot of my confirmation email that it was purchased from them in April (and ensured them I have never purchased it ever before or after, from them or anywhere else). I asked a couple times what they will do to make it right, and have had no response. I hope they can fix this without it being escalated into a lawsuit. It would be a lot cheaper to do the right thing and pay their customers back instead.The order number was **********.

  Business response

  08/29/2022

  Thank you for taking time to contact us! We do understand your concern. We have confirmed that the bottles sent to us by you are not the bottles we sent in the original package. As a courtesy we will refund these items for you however we can no longer accept orders from you moving forward as these bottles were switched for the originals. Please expect a refund for the unopened bottles within ***** hours :)

  Customer response

  08/30/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is semi-satisfactory to me.
  

  I am absolutely shocked that this business has been persistent about accusing me of switching out bottles of powdered goats milk from someone else. I have never, in my entire life, EVER gotten powdered goats milk from anyone except for PureFormulas at one purchase total.

  Although I am astonished that this business hasn't been shut down from scamming people and has been unprofessional, rude and disrespectful to me as a customer, I am accepting this business's response.

  
  Sincerely,
  
  *************************

• Initial Complaint

  07/26/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  PureFormulas claims the items were delivered, but I opened the mailbox and got the locker-key, used it to open the locker, and it was empty. I have no idea where the package was supposedly delivered, since it's not where the locker-key led me. The products are likely spoiled by now, and I don't trust the PureFormulas company anymore, since I have gotten no responses to my emails and complaint-tickets I ask for a total refund,

  Business response

  07/27/2022

  Thank you for taking time to contact us ***** While we do understand your concern, our agents have notified you that an investigation into your package was started. As of today **** confirms delivery to you. If this changes during our investigation we will notify you regarding your delivery. We thank you for your time and understanding *****

  Customer response

  07/27/2022

   
  Complaint: 17626264
  
  I am rejecting this response because:
  The **** put a locker-key into the mailbox, when I opened the locker (one of at least a dozen at this apartment complex), the locker was empty.  PureFormulas simply accepted the online "Delivered" notification from **** as "proof" of delivery; however, I'm telling you they DIDN'T deliver the package.  I received nothing.    Further, even if the **** somehow finds the un-delivered package, the probiotics & enzymes (and other products) have easily spoiled in the summer heat, now that this has gone on for a week.  I ask for a total refund because your choice of carrier didn't deliver.  If you can't refund, then I ask for a free replacement of all the items.
  Sincerely,
  
  *********************

  Business response

  07/29/2022

  Thank you for this information ***** We have sent your information to the **** loss prevention team to investigate. We will have a refund processed for you pending the investigation. We thank you for your patience.
  

  Customer response

  07/29/2022

   
  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,
  
  *********************

  Business response

  09/15/2022

  Thank you for your follow up ****. We will have this refunded for you while we investigate with the delivery company. Please expect your refund shortly :)

• Initial Complaint

  05/03/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  ********** Pureformulas received my return weeks ago and refund still havent been issued. I talked to Cs agent who contacted their accounting **** and confirmed refund still havent been issued when I returned everything. Id like full refund issued for the order if not Ill report this to consumer agency

  Business response

  05/06/2022

  Thank you for reaching out to us! We do understand your concern ***. We have refunded the proper account to your method of payment. We are no longer able to service you moving forward as a customer due to high amounts of what appears to be fraudulent activity coming from your account. We thank you for your understanding.

• Initial Complaint

  07/27/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On June 2, 2021 I received an email stating that I received a $10 reward. Pureformulas has a link that you can share with friends, and if they make a purchase/become a Pureformulas customer, they reward the sharer with $10. However the code does not take $10 off my purchase. I have written to help multiple times, after trying to use the code on several occasions, it comes up as not valid. Either this is false reward, or they need to get their technical team to make it work. Here it is almost 2 months later, it still does not work. So I phoned and asked to speak to a supervisor, after a very long hold time, the representative said she spoke with the supervisor and they are not available but I can email them. But I asked to speak with them, I've already emailed for nearly 2 months! Surely they can put the $10 credit in my account somehow or fix the coupon code?

  Business response

  08/10/2021

  Business Response /* (1000, 5, 2021/07/28) */ Thank you for reaching out to us ******! We do understand your concern. We have researched our archives and do not see any emails from since March of this year. In this email you requested promotional cards that you failed to apply to your order. Our agent instantly assisted you with 3 promo card codes. No mention of a referral code was said. We will refund $10 to you and this order and case will now be closed. Please expect your refund of $10 by the end of the working day :) Consumer Response /* (3000, 7, 2021/07/28) */ (The consumer indicated he/she DID NOT accept the response from the business.) This issue was not regarding that particular promotion, which is explained in my paragraph and screen shots and various more recent emails. I still have not received a call back from a supervisor, which I requested. I've given my best callback number twice, each call is a very long hold time, and then the rep always says supervisor is busy and does not transfer the call. Business Response /* (4000, 9, 2021/07/30) */ Thank you ******. We show your case has been closed in our systems and you have been assisted. We thank you for your patience. Have a wonderful weekend.

*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. ↩