ComplaintsforIT Works! Global, Inc.

• Initial Complaint

  08/12/2021

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Thought I was helping out a friend with their personal business. If I knew it was attached to this company I would have never partook in any purchase. I was never privy to the host company and was subsequently locked into a membership that I never agreed to. The representative of their company who I knew, never divulged the reoccurring charges and the locking me into a forced plan. All of this was done through text. Not once did I got to the website until I was charged again. I reached out to this company telling them there was a mistake and that what they were doing was wrong. I never at any point agreed to anything they were subjecting me too and when I told them what they were doing was illegal they simply blocked my access and are still trying to charge me. Their product does NOT WORK so why would I want to continue to use it?

  Business response

  08/30/2021

  Business Response /* (1000, 5, 2021/08/13) */ 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 Loyal Customer Agreement was not clearly explained prior to your enrollment. Our records show that your account was already cancelled on July 27, 2021 and the $50 USD membership fee was waived. Furthermore, you received a refund for $45.12 on July 28, 2021. We wish you well. Sincerely, It Works!

• Initial Complaint

  08/10/2021

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I was charged on July 9, 2021 $75.95 for 2 bottles of "slimming gummies". First off, the representative selling their product posted on FB a raffle for a YETI cooler with No purchase necessary. As soon as you replied, she eagerly began contacting you to try to get you to purchase. She went as far as saying she was placing an order that evening and that it was 2 bottles for the $75.95. She said you could cancel at anytime, but that you were enrolled in the auto ship so you didn't have to pay a $50 membership fee. I agreed to "try" the product. The product simply did not work. I called to request a refund and on 3 separate occasions was promised a return call from a Supervisor within an hour, the next day within a half hour, point being NO ONE returned the call. Today when I called, it said their computer system was being updated and to call back later. My next stop is going to be my Credit Card company to stop payment. I want a FULL refund of $75.95 and no further charges.

  Business response

  08/30/2021

  Business Response /* (1000, 5, 2021/08/13) */ 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 Slimming Gummies. And since our products produce different results for different people and different sensitivity levels to the ingredients, we do not guarantee specific results or offer a money-back guarantee. Thus, the reason we have listed all the ingredients on our Product Info Sheet which can be found on our main website. As a loyal customer, you do have the option of switching to an alternative product. However, you do mention that you only wanted to try the product. In order to obtain the loyal customer pricing (40% off retail) our customers are required to complete 3 consecutive autoshipments (only need to order 1 item) or pay the membership fee $50 USD upfront. Or if it is a one-time order they can opt to pay full price as a retail customer. Our records show you contacted customer service on August 3, 2021, and per your request your account was cancelled and the $50 membership fee was waived. Also, you were informed about the Return/Refund Policy as we cannot refund opened or used product. It Works! specifically lists the Return/Refund Policy on our website as to advise you that we do not guarantee specific results nor offer a money back guarantee. It is listed as #1 as you can see https://static.myitworks.com/legal/pdf/returnspolicy.pdf. Also, #4 To receive a refund, all items must be post-marked with in (30) days of the ship date and must be in an unopened and/or "new" condition. In closing, your account has been cancelled and the membership fee waived. Unfortunately, our Return/Refund Policy does not allow for a refund on used or opened product. We wish you well. Sincerely, It Works!

• Initial Complaint

  08/10/2021

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I signed up with a distributor (Staci H.) to by product every months for 3 months and that was it. I was not told that I had to cancel anything. The transactions were done through text message and Facebook manager. So when I got charged a 4th month, I called customer service. They apologized and told me after I received the product to call them back and they will send me a return label and process my $141 refund upon receiving return package. I have had package for over a week, maybe close to 2 weeks and I am unable to reach anyone other than foreign customer service reps trying to offer me a discount. One did give me a number to call, *******-3411, which is a 411 number that is robo call, gives you different ads every time you call. Of course, the distributer doesnt answer my messages for weeks than has an excuse and doesnt reply. MAJOR red flags!

  Business response

  08/30/2021

  Business Response /* (1000, 5, 2021/08/13) */ 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 received an additional order after your loyal customer agreement was completed back in June. Auto ships do not automatically cancel due to some customers continually receiving product every month. If a customer does indeed receive a 4th order, we are more than happy to refund the order as long as they abide by our Return/Refund Policy https://static.myitworks.com/legal/pdf/returnspolicy.pdf . We just emailed you a return label that must be used within 7 days. Sincerely, It Works! Compliance Department

• Initial Complaint

  08/09/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Have been a loyal customer with this company for years. Have had an auto shipment for almost just as long. Apparently at the end of 2020 they changed their loyalty program and we were no longer earning per points on purchases. I never received an email or letter or anything stating that the program was ending. I went on the website to try and use my perk points and was informed that they were gone. When I signed up for the loyalty program the perk points would never expire as long as you had an auto shipment which I have had the entire time, but my points have expired anyway. Have submitted support tickets, but they just say sorry they have expired. I just want to have my per points restored so I can place an order.

  Business response

  09/01/2021

  Business Response /* (1000, 5, 2021/08/17) */ Dear ******, We have received your letter from the Better Business Bureau (BBB). Having your concern addressed and resolved is our top priority. Regarding your Perk Points we experienced a technical issue and we apologize for any confusion it may have caused. Please accept the 359.50 Product Credits on your account. Please be aware the Product credits will expire 60 days from today. We appreciate your business and for being such a Loyal Customer. Sincerely, It Works!

• Initial Complaint

  08/02/2021

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Tried to cancel due to the fact when I take them they make my stomach burn. Found out the second order is on its way already deducted and not delivered. The only option is pay a 50.00 cancel fee they called it a Loyalty Customer Fee. My options were take 3 delivers at 69.00. 1 more is due to come or cancel and pay 50.00. I will now have the original I paid for, the one on its way and the distinguished pleasure of taking the third shipment for 69.00 or cancel and I would save 19.00. I was told o can get a doctors note. Right I'll go and pay 150.00 to have him say don't take them if they don't agree with you. Buyer beware. Thanks

  Business response

  08/20/2021

  Business Response /* (1000, 5, 2021/08/06) */ 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 product. And since our products produce different results for different people and different sensitivity levels to the ingredients, we do not guarantee specific results or offer a money-back guarantee. Thus, 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. As a loyal customer, you do have the option of switching to an alternative product. However, due to the circumstances we can certainly waive the $50 USD Membership fee and cancel the account. Also, we will be reaching out to you with a return label for you most recent order. You may return "unopened" product for a refund. Sincerely, It Works! Compliance Department

• Initial Complaint

  08/01/2021

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I signed up to be a loyal customer in April. Since then I have already did the 3 months time and went to try to cancel my autoship and it says I need to pay $50. Um for what? I already did the time. I am not paying for something that should be waived because my 3 months are up.

  Business response

  08/18/2021

  Business Response /* (1000, 5, 2021/08/03) */ 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 received an additional order after your loyal customer agreement was completed. Auto ships do not automatically cancel due to some customers continually receiving product every month. If a customer does indeed receive a 4th order, we are more than happy to refund the order as long as they abide by our Return/Refund Policy. However, as an exception we refunded you $39.83 today for the June order. As an accommodation, you will not have to return the product as you already have been credited. Thank you for your business! Sincerely, It Works!

• Initial Complaint

  07/31/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have been with this company for 51/2 years, and never have received any problems such as this. My membership has been canceled and to restate my membership rather then pay my membership fee which is $35.00 I'm being told that I have to pay$100.00 which I feel is outrageous, I never received a email or any type of notification to say anything was going on with my account. I would like my account to be reinstated asap. I use these products for my health and wellness and my discount make these products affordable.

  Business response

  09/29/2021

  Business Response /* (1000, 5, 2021/08/13) */ Dear *******, We have received your letter from the Better Business Bureau (BBB). Having your concern addressed and resolved is our top priority. Please be rest assured we are reviewing this matter. We have forwarded your concerns to a supervisor on our Customer Service Team who will be reviewing your phone call to customer service on July 31, 2021. As soon as we have a response from our customer service team, we will contact you. Sincerely, It Works! Consumer Response /* (3000, 7, 2021/08/14) */ (The consumer indicated he/she DID NOT accept the response from the business.) My complaint can't be fixed through a phone call, because the matter wasn't helpful during this phone call, the rep couldn't help me on the call at all. I just need my membership reinstated, She made a attempt to pay the fees but it wouldn't allow her to precede, I don't believe it's fair that instead of $35 I have to pay the $100. I have been with this company for 5 1/2 years and this is the first time I've experienced this trouble. This is such a huge inconvenience for me. Business Response /* (1000, 13, 2021/09/10) */ Hello *******, Our records show that customer service charged you for the basic renewal fee of $35.00 on July 31, 202, and then you were refunded the next day on August 1, 2021, for $35.00. We apologize that the customer agent even offered you the renewal fee since your account was already cancelled back on April 30, 2021. Please see attached image from April 30, 2021, showing you were notified that your Distributor account was cancelled by the system for nonrenewal. Regarding the renewal fees, please refer to the Renewal image that explains the pricing for the Renewal Fee. The basic renewal fee is $35.00. The other option is the Renewal Plus Product Sample Kit for $69.00. We do not have a renewal fee for $100.00. Also, as you can see the highlighted portion in red it states that Distributors with accounts cancelled (as in your case) must re-enroll with a Business Builder Kit in accordance with Policy 3.5.1. Cancellation and Reapplication. This means you need to wait 6 months from the date of cancellation (April 30, 2021) to re-enroll which would be October 30, 2021. We are sorry about this matter; but as a Distributor this is stated in our Policies and Procedures. We are unclear why you did not notify us sooner to renew your account before it was cancelled. You may re-enroll on October 30, 2021. Sincerely, It Works! Consumer Response /* (3000, 15, 2021/09/13) */ (The consumer indicated he/she DID NOT accept the response from the business.) I was never informed of the cancelation of my account. I never received notification of renewal. I will not pay another 100.00 for renewal fee to reactive my account. I have been with this company for a few years now and I have never had this to happen not sure why or what happened as a breakdown in communication. My account was never closed in the past,because I received notification why now no notification? This is so incredibly inconvenient and such bad business.

*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. ↩