ComplaintsforIT Works! Global, Inc.

• Initial Complaint

  06/14/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I bought a product from a ***************************** called BRN+. I agreed to 3 months supply at 55 a month per bottle. If I cancel during that time I would pay *****. I received my first bottle and before the next month i messaged her and asked her to cancel. A few days later I had not got a reply so I was going to message her again but when I went to messenger all messages from her were removed and I could not longer text her. Her ******** page changed and only contained one picture. I called ITWORKS! and they wouldn't refund any money till I sent bottles back. I feel like if I sent them the bottles they will have the products and keep my money. I sent a picture of what our messenger looks like when I go to it. please help!

  Business response

  06/18/2024

  Dear *******,
  
  We have received your letter from the Better Business Bureau (BBB).   Having your concern addressed and resolved is our top priority.
  
  We apologize you were unable to cancel your subscription with your Distributor.  Please know that our **************** Support Team is always there to support you with your needs.  Our records show that on June 3, 2024, you contacted customer service to cancel your subscription.  However, by that time, your second order had already been processed on June 2, 2024.  Furthermore, you were unable to pay the subscription fee and you were directed to contact back two days before your next shipment date, July 2, 2024.  You also received a return label to return eligible products for a refund.  Since the return label has expired and we have not received the product at the warehouse, we will email you a return label for the May 2, 2024, order.  We show you already received a return label for the June 2, 2024, order.  Please use the label within 7 days or it will expire. 
  
  As per the IT WORKS! Refund and Return Policy listed on our website at ***************************************************** - If for any reason you need to return all or a portion of your purchase, we will gladly accept eligible returns of unopened, undamaged products in newcondition within thirty (30) days of the original ship date. Products that have been opened or partially used are not eligible to be returned for a refund or exchange.  Please note we are willing to make an exception to the Return/Refunds Policy for the 30-day return.
  
  As a matter of convenience,we will issue you an expedited full refund once the products are returned and in transit to the warehouse. 
  
  In closing, we waived the membership fee, extended the 30-day Return/Refund Policy, and offered to expedite the refund. 
  
  We look forward to resolving this matter.
  
  Sincerely,
  
  IT WORKS!

• Initial Complaint

  06/10/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  On May 6, 2024. I decided to try the slimming gummies after a friend shared a ******** post of an ITworks marketing ad about the product. The ad showed multi colored rainbow gummies promoting the slimming gummies. Before purchasing the gummies I specifically asked the sales rep about the fast and she informed me they tasted like an orange gummy. I made my first purchase of $91.08. She talked me into doing the subscription to insure I get her low prices and as a sales and marketing director I specify asked her what would be the cancellation fee and she said I can cancel at anytime if Im not satisfied. She told me that I can have her cancel it for me or I can have access to my own account and I can cancel at anytime. I received my first order on May 8th 2024 and I was already upset when I saw the gummies. They were nothing like the picture she was advertising. They were not multicolored. They were dark red oval shaped and had a horrible vinegar smell and I hate vinegar. Because of the smell, I had to hold my nose to try one and I couldnt even to the taste was horrible. Nothing like she explained. On May 11 2024, I sent a message on ******** messenger Back to the sales rep, asking for her help to cancel the subscription and return the gummys as I had two bottles, and I had only taken one out and the other bottle had not been opened. She never responded to me. I could not figure out my login information that she had given me to the online account so I had no way of figuring out how to return this product on my own.On June 6, 2024 I received an email stating my new shipment was being sent out. I also had $89.08 taken out of my account the same day. I am immediately emailed the company and let them know that I did not want this shipment and from that email I was able to click on my Customer portal and I figured out how to cancel my own subscription. I also was told I had to pay a cancellation fee if $19.95 the rep did not tell me about as she signed me up.

  Business response

  06/10/2024

  Dear *******,  
  
  We have received your letter from the Better Business Bureau (BBB).   Having your concern addressed and resolved is our top priority.
  
  We are sorry to hear about your dissatisfaction with the **** Gummies.  Our **** Gummies are advertised with their fun, fruity flavor, and easy to enjoy, but remember: They are a powerful weight-control product, so dont eat more than four gummies a day.* Formulated with apple cider vinegar and a clinically proven *******************ingredient, these sweet vegan treats will keep your confidence up while you slim down.
  
  IT WORKS! products produce different results for different people, with results dependent on several factors including, but not limited to, using the products as directed, diet, and lifestyle. Specific results are never guaranteed and a money-back guarantee is not offered.  Taste is a personal preference.  Customers should always follow the directions noted with each product received.  Please refer to the IT WORKS! website for **** Gummies product description, Ingredients, How To Use, Supplemental Facts, and Frequently Asked Questions - *************************************************************************
  
  Regarding the Subscription Agreement we apologize if your Distributor did not explain thoroughly the terms prior to enrollment.  Our records show that you were charged a membership fee. Please be advised we refunded the membership fee today, and no more charges will incur.  Also, we emailed you a return label for your recent order 108032097.
  
  Sincerely,
  
  IT WORKS!
  
  

  Customer response

  06/18/2024

   
  Better Business Bureau:
  
  As of today 6/18/2024, ItWorks has refunded me my money back and the subscription has been canceled. Thank you for your assistance with this matter. 

• Initial Complaint

  05/22/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I bought this product not knowing you had to pay a fee to cancel your subscription. I will be sending the rest of the product back that I didnt use. Been taking it three weeks and no weight loss like it was advertised to do.

  Business response

  05/23/2024

  Dear ******,

  
  We have received your letter from the Better Business Bureau (BBB).   Having your concern addressed and resolved is our top priority. 
  Our records show that you enrolled as a Perks Member on April 23, 2024, and ordered the 30-Day Drop System.  Your enrollment shows you enrolled with a Subscription which entails a 3-month commitment.   Below I will outline the options:

  
              Purchase the one-time Perks Membership Fee at checkout for just $19.95 USD or
              Commit to a 3-month Subscription and have the Membership fee waived!

  
  Also, we are sorry you did not see the results you were hoping for.  We ask our customers to give it at least three months and you only tried it for three weeks.  IT WORKS! products produce different results for different people, with results dependent on several factors including, but not limited to, using the products as directed, diet, and lifestyle.  Specific results are never guaranteed, and a money-back guarantee is not offered.  Customers should always follow the directions noted with each product received.  Also, we have listed all the ingredients,features and benefits, how to use, supplemental facts & FAQs on our official website at *********************************************************************

  
  Furthermore, we have our Refund and Return Policy listed on our website at ***************************************************** .  We will gladly accept eligible returns of unopened, undamaged products in new condition within thirty (30) days of the original ship date. Products that have been opened or partially used are not eligible to be returned for a refund or exchange.

  
  In closing, we are willing to make an exception and cancelled your subscription without a membership fee.  Unfortunately, if the product(s) have been opened or partially opened they are not eligible for a refund or exchange.

  
  We wish you well.

  
  Sincerely,

  
  IT WORKS!

  Customer response

  05/24/2024

   
  Complaint: 21743294
  
  I am rejecting this response because:
  
  Sincerely,
  
  *********************************

• Initial Complaint

  04/24/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I started this system with the promise it would help my storage issue and to possibly lose a little weight. I wanted a healthy all-natural product that could help me but would be easy on the heart. I was made promises and assured this product could help. I spent almost 3 weeks taking it and my PCM has told me to stop. It has caused problems with my heart; I have a defect and it is causing rapid heart rate and my intestinal track to be backed up. I am also experiencing dizziness with the rapid heart rate. I contacted the company to cancel my subscription and let them know about what is happening. I was contacted and told I had to options to finish out my 3 month contract or pay a membership fee and pay for another order of the product to be done with them. That isn't acceptable. If I am having medical issues from the product why would I want to continue to buy more. If I wasn't having any issues I would have been happy to continue but to expect someone to continue paying for a product that they are not able to use is ridiculous. Since this email I have been researching this company and I am appalled by what I have found. They were selling vitamins that were expired and were taken to court previously for it. They don't cancel subscriptions when they say they will and they expect people to pay for something they can't use or doesn't work or don't want. Mine is a medical issue. I should not be expected to pay for something that could kill me if I continue to take. I want my subscription canceled. I have put in three tickets already since early morning on the 22nd to cancel. I don't want anything to do with this company and their unethical and dangerous practices.

  Business response

  04/25/2024

  Dear *****,

  We have received your letter from the Better Business Bureau (BBB).  Having your concern addressed and resolved is our top priority.

  We are sorry to hear your claim about the products not working and about the medical issues.

  It is unclear if you had a medical condition beforehand.  Please be advised you should always consult with your physician before using any of our products if you have a medical condition you are concerned about.  Also, the reason we have listed all the ingredients on our Product Info Sheet which can be found on our main website.This way a customer can preview the ingredient list or any Warning labels before they buy the product.  All of our products do contain a Caution label: Consult your physician if you are pregnant, taking medications, or have a medical condition.

  IT WORKS! products produce different results for different people, with results dependent on several factors including, but not limited to, using the products as directed,diet, and lifestyle. Specific results are never guaranteed, and a money-back guarantee is not offered.

  Please be rest assured your subscription has been cancelled and no more charges will incur.  Also, we apologize on behalf of the customer service agent as they did not cancel your subscription due to the circumstances.  Furthermore, if you have any questions about the product(s) you may contact our Product Coach at *****************************************.

  Sincerely,

  IT WORKS!

  Customer response

  05/04/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, however I did not have any medical conditions except for a heart defect that was being carefully watched and taken care of and because of the claim these were all natural and safe these were supposed to be okay.  The issue is that the medication that they have has caused other issues in my body and that their products are not all natural as they claimed. I am just glad they are finally doing the right thing and not making me continue to pay for something I can't take. 

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

• Initial Complaint

  04/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have bought product from it works, and only asked for a month supply but now that I looked at my account I seen I have been charged again and now my bank is negative. This is not the first time this issue has happened. When I reached out to the girl who sold it to me she still has not answered. I also called the customer service number and was on hold for 20 min then someone came on and I got hung up. Tried again and the same issues.

  Business response

  04/24/2024

  
  Dear ********,
  
  We have received your letter from the Better Business Bureau (BBB).  Having your concern addressed and resolved is our top priority.
  
  We are sorry to hear about this matter.  However, our records show that you only had two orders on your account, with the most recent charge being April 20, 2023. 
  
  Please expect an email from IT WORKS!  We will need more information from you to identify the charges you presented.
  
  Sincerely,
  
  IT WORKS!

  Customer response

  05/13/2024

   
  Complaint: 21605765
  
  I am rejecting this response because:

   

  This issue still has not been resolved
  
  Sincerely,
  
  *****************************

  Business response

  05/13/2024

  Dear ********,
  
  Please see our email below from April 24, 2024, as we never received a response back from you. 
  
  ******** to identify these recent transactions, we will need the card name and card number used.  Once you provide me with this information, we will be able to investigate further.
  
  From: ************************* <**********************************>
  Sent: Wednesday, April 24, 2024 12:44 PM
  To: ****************************
  Subject: IT WORKS!
  
  
  Dear ********,
  
  We have received your letter from the Better Business Bureau (BBB).  Having your concern addressed and resolved is our top priority.
  
  We are sorry to hear about the charges you presented.  However,our records show that you only had two orders on your account, with the most recent charge being April 20, 2023. 
  
  105151262         Apr.20.2023 12:16 AM   Recurring Order Shipped                            $ 20.00
  104878574         Mar.20.2023 3:20 PM    Enrollment Order Shipped                         $116.74
  
  
  We have listed the below charges you submitted. 
  
  No Date - Pending for $170.26
  3/27/24 for $170.26
  
  ******** in order to identify these recent transactions we will need the card name and card number used.  Once you provide me with this information, we will be able to investigate further.
  
  We appreciate you bringing this to our attention, and we look forward to resolving this matter.
  
  Sincerely,
  
  IT WORKS!..

  Business response

  05/13/2024

  Re:  Complaint ID: ******** *****************************
  
   
  
  We have reached out to the customer today with a full refund as an exception.  As you can see, we sent them a return label and they were unable to print it out.  We offered alternatives and we were willing to issue an expedited refund, but they needed to mail the package and they did not.  We did resolve the questionable charges issue, but it was the refund that was not resolved.
  
   
  
  I would like to add this response.
  
   
  
  May 13, 2024
  
   
  
  Dear ********,
  
   
  
  Please disregard the previous response from May 13, 2024.  You responded back to our inquiry, and we did research the charges which you were informed.
  
   
  
  However, the issue was the refund for your April order.  On April 26, 2024, we had emailed you the return label and you were unable to print it out due to not having a printer.  We offered other alternatives like the library, office supply store, a neighbor, etc.  You were still unable to print the label out and the package was still not sent.  We had offered to expedite the refund, but we needed to see the order in transit to the warehouse.  This was not done.
  
   
  
  As an exception, you were issued a full refund for your April order today.  You were also emailed communication to this effect as well.
  
   
  
  This matter has been resolved by IT WORKS!
  
   
  
  Sincerely,
  
   
  
  IT WORKS!

• Initial Complaint

  04/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased diet gummies from a lady on line and decided after months of using the product I cancelled my order thru her I could not get a hold of the phone number on credit card bill and no phone numbers were ever included on the shipping slips that cancellation request was at least 2 months ago since then I received no products however my credit card is still being charged and I cannot even speak to a person when I call Credit one bank I get recordings and no where to leave a message PLEASE CAN SOMEONE HELP

  Business response

  04/05/2024

  
  Dear *******,
  
  We have received your letter from the Better Business Bureau (BBB).   Having your concern addressed and resolved is our top priority.
  
  We are sorry to hear about this matter.  However, our records show that your recurring orders were cancelled back on March 4, 2024, and your last transaction was on February 29, 2024. 
  
  If you have any charges from IT WORKS! after February 29,2024, we will need a copy of the charge/invoice because we do not show any charges.  Also, you mention **************** and we would like to assure you with IT WORKS! when we send you the invoice via email we do include our contact information at *************************************** which includes our customer support line number, hours of support, option to submit a support ticket and Chat option. 
  
  Please expect an email from IT WORKS! so that we may investigate further.
  
  Sincerely,
  
  IT WORKS!

• Initial Complaint

  03/21/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  This purchase took place 2/16/24. Order number ******************** with tracking number **************************. The invoice amount $92.26. The shipping address was ************************************************************ as I am a travel RN and this is where my current assignment is. I wasnt informed that this business uses ***** therefore, this package never arrived at the above address. It was dropped at the local post office and when I contacted them the day that I received the email that it was dropped, they had already returned to sender. It was literally the day after it was dropped at local post office. Today 3/19/24 (over a month later) received a refund for only $68.42. This is unacceptable as I have been very patient considering I never even saw the package that contained the product that I ordered. I would appreciate a full refund from this company.

  Business response

  03/25/2024

  Dear *****,
  
  We have received your letter from the Better Business Bureau (BBB).   Having your concern addressed and resolved is our top priority.
  
  We are sorry to hear you never received the package.  According to **** tracking the address shows a very small airport and it was considered an insufficient address.  Unfortunately, when the parcel is returned to sender it can take much longer to reach the warehouse for a refund as specified by customer service. 
  
  Per your request, we have issued the remainder of you refund for $26.01.  You now have been fully refunded. 
  
  Sincerely,
  
  IT WORKS!
  
  

  Customer response

  03/27/2024

   
  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

  12/27/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Canceled subscription but continues to send items which have been all returned. Company continues to take money from me but hasn't credited me back anything.

  Business response

  01/04/2024

  Dear *****,
  
  We have received your letter from the Better Business Bureau (BBB).   Having your concern addressed and resolved is our top priority.
  
  We are sorry to hear about this matter. 
  
  Our records show that your account was opened on August 31, 2023.  Your order activity shows orders &charges from August (initial order) to December 2023.  Your letter mentions you cancelled your subscription,but we have no record of it.  We did indeed cancel your subscription once we received the BBB correspondence.  The subscription does not automatically cancel as we need to be notified of the cancellation. 
  
  Our contact information **********************************************  is listed on our website such as customer service phone number and our Return/Refund Policy which specifically states not to refuse orders.
  Unfortunately, the orders were refused and returned to sender.  We ask customers not to refuse orders as these orders can take much longer to be returned and sometimes are not received by our warehouse. We cannot guarantee a refund on a refused order and refused orders are subject to additional fees.
  
  Our warehouse will be more than happy to issue refunds once they receive the packages.
  
  Sincerely,
  
  IT WORKS!

• Initial Complaint

  12/04/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  This company is awful and the products they sell are terrible . I tried this out for the first time last month, and before I ordered, I made it clear that I was trying this out first, and I did not want my card saved on file or charged again, and they told me it would be a one time charge. Of course they lied and I was charged again this month, without my permission. I was on hold for over an hour, and when I did speak with someone finally, they did not know what the heck they were doing and they made me repeat mystery a dozen times. They could not find my information, but how can that be when they had no problem charging my card. They told me that they would send this up the corporate ladder and get me refunded expeditiously, and of course, I am still waiting. This company gets no stars from me!!!!!

  Business response

  12/07/2023

  
  Dear *****,

  
  We have received your letter from the Better Business Bureau (BBB).  Having your concern addressed and resolved is our top priority.
  
  We are sorry to hear about this matter.  However, our Loss Prevention Team reached out to you on December 5, 2023, about your refund.  Unfortunately, you disputed the charge with your credit card company, you have taken any available action we could have taken to resolve this for you out of our hands. When you file a dispute with the bank or credit card company, you have placed the decision on the outcome of the dispute completely in their hands.
  
  Furthermore, our records show that you refused the second order. Please see our policy Refused orders and our Refund and Return Policy.
  IT WORKS! Refund and Return Policy listed on our website at ***************************************************** -If for any reason you need to return all or a portion of your purchase, we will gladly accept eligible returns of unopened, undamaged products in new condition within thirty (30) days of the original ship date. Products that have been opened or partially used are not eligible to be returned for a refund or exchange.
  
  REFUSED ORDERS and REFUSAL FEES:
  If a package is Refused upon delivery or marked as Return to Sender a $15 Refusal fee will be deducted from the refund.   Refused orders may take up to ninety (90) days to reach the ************************* and, depending on the order, may or may not be eligible for a refund.
  
  Sincerely,
  
  IT WORKS!

  Customer response

  12/08/2023

   
  Complaint: 20941751
  
  I am rejecting this response because:
  I refused this order because I did not order it. When someone refuses something, it means they did not order it. I stated from the first day, that I was only trying this product out, and stated that I only wanted this order to be charged only once. This Company is  very unethical!!!  I would like you to see all of the bad reviews on this company as well. Furthermore, I am not paying for any fees! I will be contacting a consumer rights attorney as well about this.
  Sincerely,
  
  *************************

  Business response

  12/11/2023

  Dear *****,

  
  Your initial enrollment order shows Enrolled with Subscription  The only one time order we have is for Retail accounts in which you pay full retail price.  You opted for the 3-month subscription.
  To enroll as a Perks Member, you have the below options.  And then you are *********** the Perks members pricing and not retail pricing.

  
              Purchase the one-time Perks Membership Fee at checkout for just $19.95 USD or 
              Commit to a 3-month Subscription and have the Membership fee waived!

  
  Please be advised the IT WORKS! Perks Program is listed on our website at ******************************************

  
  Lastly, if you have any enrollment conversations or documentation, we would be more than happy to review. Our Loss Prevention Team did reach out to you December 1, 2023, to instruct you on how to print a return label to return the product.  This way you would have a tracking number to trace the order back to the warehouse.   Unfortunately, a refund cannot be issued until the product reaches the warehouse and is inspected. 

  
  Sincerely,
  

  IT WORKS!

  Customer response

  12/12/2023

   
  Complaint: 20941751
  
  I am rejecting this response because:
  I did not sign up for anything at all. I would like to see where I signed and if so, its not my signature!!! The sales lady, I was texting with did the sale. Im not paying you a dime. I already disputed this charge with my credit card company. I also sent them all of the complaints on this company as well. I will also be contacting the news about this shady company!! Im also telling everyone on ******** not to order with this company and to stand clear!!!!!
  Sincerely,
  
  *************************

• Initial Complaint

  12/04/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Oct 15 2023 it works took money out of my acct without my permission. I bought product from them but i absolutly did not sign up for reoccurring monthly charges. I gave my debit card number to one of their reps and she ordered it for me. Nothing was ever said to me about doing same thing every month. The reps name is *************************.

  Business response

  12/05/2023

  Dear ****,
  
  We have received your letter from the Better Business Bureau (BBB).   Having your concern addressed and resolved is our top priority.
  
  We have reviewed the information you have provided and apologize if the Perks Members Subscription Agreement was not clearly explained prior to your enrollment.   Our records do show that you filed a complaint about the October 14, 2023, charge with your financial institution.  You should have already received the outcome.  
  
  Please refer to the IT WORKS! Refund and Return Policy listed on our website at ***************************************************** - If for any reason you need to return all or a portion of your purchase, we will gladly accept eligible returns of unopened, undamaged products in new condition within thirty (30) days of the original ship date. Products that have been opened or partially used are not eligible to be returned for a refund or exchange. We are willing to make an exception to our 30 day return policy if you abide by the terms of the Return Policy.  We will contact you via email for any eligible product to return.  
  
   Sincerely,
  
  IT WORKS!  
  
  
  

*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. ↩