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:12/24/2024

  Type:Delivery 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.

  Ordered Vital-Zymes product on 12/20/2024, order#**********, have not received email confirmation and tracking number as promised. Called, spoke to "*******" on 12/24/2024 to ask why no email and get a tracking number - she asked for all kinds of information but in the end wanted to transfer me to an automated system to "confirm" my information; I told her I didn't want to speak to a machine, asked again for tracking number; she kept trying to transfer me; I asked to speak with a supervisor but she wouldn't do that; in the end she transferred me to the machine, and I hung up. I called back and got ******* again, and she again transferred me to the verification machine. They took my money but don't seem to want to provide any info as to when product will ship, and did not use the email they were given. ******* gives me the feeling this company is running scams - she said I would receive "gift cards" which I didn't want, but I had to pay some amount to use the gift cards. Very suspicious. Wish I never ordered from them.

  Customer Answer

  Date: 12/24/2024

  Received product 12/24/2024 but never received notification that it arrived. I still feel that "*******" could have handled this much better, but am relieved that I have received product.

  Business Response

  Date: 12/26/2024

  Dear ******,
  Thank you for reaching out, and I sincerely apologize for the confusion and frustration you've experienced. It seems there has been a misunderstanding, as you may have contacted a different company. Pure Formulas does not have an employee named *******, nor do we transfer customers to any automated systems.
  To clarify, a confirmation and tracking email were sent to the email address provided on your order. We also show that your package was successfully delivered on December 23, 2024.
  We truly appreciate your understanding and hope this clears up the confusion. If you have any further questions, please don't hesitate to reach out.
  

  Customer Answer

  Date: 12/26/2024

   
  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

  Date:11/29/2024

  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 purchased a product from PureFormulas for a multi-day elemental diet. Unfortunately, the first shake caused a terrible stomach ache, so I reached out to the company about returning the item. They offered store credit and asked how Id like to receive the return label. I requested the label be emailed to me and was assured it would arrive within ***** hours.After waiting 48 hours, no label arrived. I followed up and received the same response: Please be assured that the return label will be sent to your email within ***** hours. Again, after 48 hours, I received no label. Despite my patience with this frustrating cycle, PureFormulas customer service team consistently gave me the runaround.When I filed a dispute with my credit card company, PureFormulas sent me an email claiming they would resolve the matter quickly. However, instead of choosing to resolve it, they fought the dispute, dragging the process out even further. All they needed to do was send me the return label so I could return the product, but they failed to do so after multiple requests.I am extremely disappointed with PureFormulas unprofessional and unresponsive customer service. Based on this experience, I cannot recommend purchasing from them. If this is how they treat customers, I would advise others to shop elsewhere.

  Business Response

  Date: 12/03/2024

  Dear Ailis,
  

  We sincerely apologize for the frustrating experience youve had with our return process. We understand how disappointing this situation has been, and we take full responsibility for any inconvenience caused.
  Our management team has reached out to you directly to address and resolve this matter. Please rest assured that we are committed to improving our processes to prevent such issues in the future. Your feedback is invaluable, and we are taking steps to ensure a better experience moving forward.
  Thank you for your continued patience and understanding.

  Should you have any further concerns or questions, please dont hesitate to contact us.
  

  Customer Answer

  Date: 12/10/2024

   
  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

  Date:08/22/2024

  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.

  On August 15th., 2024, I placed an order valued at $ ***** - Several days later, I received a package from PureFormulas. The contents were products that I did not order. I contacted PureFormulas and I received an e-mail stating the following: "We will issue a full refund once we receive the returned items. A return label will be sent to you. Would you prefer a *** QR code or a **** label?" I responded saying that I want a *** QR code. Days go by and PureFormulas does not send the promised *** QR code. I know that it takes seconds to generate an QR code. The days that went by waiting for the *** QR code rightfully lead me to deduce that PureFormulas need to keep my money to survive.

  Business Response

  Date: 09/06/2024

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

  Thank you for reaching out, and I sincerely apologize for the inconvenience you experienced. After researching your case, I see that you initially contacted us on August 22, 2024. Our agent promptly sent the requested *** QR code the same day, which you used to return the incorrect items. A full refund for $49.59, the amount paid, was processed on August 24.
  

  We truly appreciate your patience throughout this process, and we are always here to assist you with any further questions or concerns.
  

  Customer Answer

  Date: 09/06/2024

   
  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

  Date:01/07/2024

  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.

  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

  Date: 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

  Date:01/02/2024

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

  Business Response

  Date: 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 Answer

  Date: 01/03/2024

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

  november 10th

  Business Response

  Date: 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 Answer

  Date: 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

  Date:12/19/2022

  Type:Delivery Issues
  Status:

  UnresolvedMore 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.

  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

  Date: 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 Answer

  Date: 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

  Date: 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 Answer

  Date: 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

  Date:11/01/2022

  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.

  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

  Date: 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

  Date:10/25/2022

  Type:Delivery 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.

  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

  Date: 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 Answer

  Date: 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 Answer

  Date: 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 Answer

  Date: 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 Answer

  Date: 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

  Date: 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 Answer

  Date: 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

  Date:09/12/2022

  Type:Delivery 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 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

  Date: 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 Answer

  Date: 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

  Date:08/29/2022

  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 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

  Date: 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 Answer

  Date: 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,
  
  *************************