ComplaintsforIT Works! Global, Inc.

• 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!  
  
  
  

• Initial Complaint

  11/20/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Their website took payment from me for an e-bike. Never sent me a confirmation and they say they have no record on their end but it shows up in my bank account as a debit.

  Business response

  11/21/2023

  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.  Any product charges, on the other hand, would appear as It Works! Marketing. Furthermore, IT WORKS! sells its products at *************************************, and as you can see, IT WORKS! does not sell or offer e-bikes on its website.  
  
  Sincerely,
  
  It Works!
  
  

• Initial Complaint

  11/03/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  July 2023 I agreed to try a 90 day supply for $98.00 from itworks.com. In July I received a 30 day supply & my credit card was charged $110.72. August 13, 2023 I received an e-mail from itworks that my order was being processed. I replied to the e-mail that I did not request an order. The e-mail came back unsendable. I contacted ************************* (the contact I had that I signed up with). **** stated that was just informing me of my 2nd 30 day supply. August 19, 2023 itworks.com charged my credit card $110.72. I called itworks.com, but was unable to get through to leave a message or talk to anyone. I sent a message to **** stating that this was not what I agreed to & wanted out. Sept I was sent another ************* credit card was charged $110.72. October 14, 2023 I sent a message to **** to have all future shipments & charges cancelled and to be reimbursed for the 2 extra charges. **** stated that I had to logon to her account & cancel. I could not logon with the information she gave me, I told her so. I contacted my credit card *** They disputed the Sept charge & were to block future charges. Oct 19, 2023 itworks.com charged my credit card $112.83. I did not receive any product in Oct. Nov 2, *********************** disputed the Oct charge & gave me another number for itworks.com. The person I spoke with could not help me, but gave me an e-mail address ***************************************** I sent an e-mail with all this information & requested my subscription be cancelled; the $334.27 for Aug, ********** be reimbursed; plus all future shipments & charges be cancelled. The login I was given: ********, Password: password (I cannot get logged in with these).

  Business response

  11/09/2023

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

  We will reach out to you directly since we will need some additional information/documentation from you.  Also, since your account is noted to contact our Chargebacks Team we will need to contact them for additional information.

  Sincerely,

  IT WORKS!
  

  
  

• Initial Complaint

  10/30/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I did a full refund, and I still have not received a refund of my money. It has been over 2 weeks. This is absolutely unacceptable

  Business response

  10/27/2023

  The complainant has confused my company with another called It Works, or some such. My company, ItWorks Distributing, is a supplier of power protection equipment for computer rooms. Please rectify this misguided complaint. Thank you.

  Business response

  11/07/2023

  Dear ********,

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

  
  On October 30, 2023, our Chargebacks Team issued you a full refund for $115.95 and refunded the membership fee of $19.95. 

  
  This matter has been resolved and we are sorry about all the miscommunication.

  
  Sincerely,

  
  IT WORKS

• Initial Complaint

  10/19/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I tried this for a couple of months, not only did I not lose any weight or inches, I actually gained 5 pounds and over 1 inch in my stomach. When I asked the shady customer service lady that talked me into this scam of a product, she did not even respond to me. When I contacted the company, not only would they not refund money from unused product, they insisted I need to pay $21.67 for membership fee in lieu of paying out the 3 month initial subscription. THIS IS A VERY UNREPUTABLE COMPANY IN MY OPINION AND THEY DO NOT STAND BEHIND THEIR PRODUCTS. Stay away and save your money.

  Business response

  10/19/2023

  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 your claim about the products not working. Our records show you ordered various products, and we are unclear which product you are referring to.  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. Please refer to the IT WORKS! website for various products description, Ingredients, How To Use, Supplemental Facts, and Frequently Asked Questions - *******************************************************************

  Regarding a refund our customer service had advised you on October 4, 2023, to receive a refund all products must be post-marked within thirty (30) days of the ship date and all items must be in an unopened, new condition. The customer is responsible for all return shipping costs.  Unfortunately, since the product was used, we are unable to issue a refund.  You may refer to the IT WORKS! REFUND AND RETURN POLICY as stated on our website at *********************************************************

  Please see the terms of the Perks Member Subscription Agreement.  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!
  
  Our records do show that you were charged for the Subscription Agreement in lieu of your last order. However, as an exception we issued a refund today for the subscription fee.

  Sincerely,

  IT WORKS!
  

  
  

• Initial Complaint

  10/12/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  4 months ago I ordered the gummies for weight loss. I called to cancel 2 months ago and was told I would need to pay $95 for a fee of early cancellation. I agreed to take one more month at the product was only a few dollars more.The gentleman said he would then cancel the subscription and there would then be no more shipments.Today I received another shipment. It was my understanding it was to be canceled. The gummies did absolutely nothing!$105.00 X 3 months for no results!I dont want the product and they continue to ship. I found an address to return the product but doubt that this will be the last of it! I was told by the distributor it was 100% satisfaction guarantee! I am 100% dissatisfied! This company is ripping people off!

  Business response

  10/17/2023

  Dear *****,

  We have received your letter from the Better Business Bureau (BBB).   Having your concern addressed and resolved is our top priority.  Also, we have emailed you as well.

  We are sorry to hear your claim about the Slimming Gummies not working.  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.  Please refer to the IT WORKS! website for Slimming 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.   Please see attached image as it shows you enrolled with the Slimming Gummies for the $78 pricing and a 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!
  
  Our records do show that your Subscription Agreement was cancelled on October 10, 2023.  However, the 3rd autoship was already in transit. As per the IT WORKS! Return and Refunds Policy we have received your returned order 10656940.  As a matter of convenience, we expedited a full refund today for $90.89.  Depending on your financial institution it could take a couple of days to see the credit.

  In closing, your account has been cancelled and no more charges will incur.  You were not charged the Subscription Membership fee and you received Perks Members Pricing for not completing the 3-month  order commitment. 

  We wish you well.

  Sincerely,

  IT WORKS!

• Initial Complaint

  06/21/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Three transactions. March 28, *****, February 28, 2022 and January 31, 2022 each for $49.09 for a total of $147.27 Transaction was made with a minor. Seventeen at the time. Certified Letter Mail was sent to company at ********************************************************** on 4/13/22 requesting reimbursement for the amount of $147.27 + Certified Mail cost of $7.89 for a total of $155.16 Never received a response from company. This company is fraudulent and should have never transacted with a minor for a subscription service. Documents of letter sent as well as receipt of Certified mail available upon request.

  Business response

  06/29/2023

  Dear **************** and *************************,
  
  We have received your letter from the Better Business Bureau (BBB).   Having your concern addressed and resolved is our top priority.
  
  On June 28, 2023, we emailed you and ************************* with the following message.
  
  Our records show that **************** enrolled themselves on January 28, 2022.  At the time of enrollment, we ask for a date of birth and if it is under the age of 18 our system will not allow the order to be processed.    If you could provide proof/documentation that **************** was a minor at the time of enrollment, we would be happy to provide refunds.  We also apologize that we do not have a record of your certified letter from April 13, 2022.
  
  We received a response today from **************** along with their official Identification that they were a minor at the time of enrollment back on January 28, 2022.  Therefore, we have issued you full refunds for orders from January 28, 2022, through March 25, 2022, as follows:
  
             Jun.29.2023 8:48 AM      $ -49.09
             Jun.29.2023 8:46 AM      $ -49.09
             Jun.29.2023 8:20 AM      $ -49.09
  
  We wish you well.
  
  Sincerely,
  
  It Works!
  
  

  Customer response

  06/30/2023

   
  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. We were contacted in email immediately by ************************* at IT Works in their compliance office. They asked for further clarification which we provided and ended up refunding us for the amount requested. While initially this took a long time, once I believe they understood the circumstances the resolution provided was very acceptable and appreciated.  Thank you. 
  
  Sincerely,
  
  ***************************

• Initial Complaint

  04/17/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  It Works Charging my Credit Card UNAUTHORIZED CHARGES NOT RETURNING MY PHONE CALLS OR EMAILS DISTRIBUTING MERCHANDISE WITHOUT EXPIRATION DATE

  Business response

  04/25/2023

  Dear *********************,
  
  We have received your letter from the Better Business Bureau (BBB).   Having your concern addressed and resolved is our top priority.
  
  Your letter mentions distributing merchandise without expiration date.  We show that you had ordered the Slimming Gummies.  Since this is a product question, we contacted our Product Coach who provided the information as follows:  All It Works products for US are manufacture date (MFG).  Due to rule changes in compliance with ***** Good Manufacturing Practices (GMP) regulations , we changed how we date the packaging on our It Works products. The manufacture date (MFG) printed on the product is the date the product was produced.  A product must either have a manufacture date or an expiration date not both.  We have been using manufacture date since 2017.  We are within good manufacturing regulations.   Most of the products have a 2-year shelf life from the date of manufacture.  
  
  You also mention that your phone calls were not returned.  We are sorry to hear about this matter.  However, we only found one phone call to our **************** Team on April 18, 2023, about no expiration date on the product.  As explained, products have a two-year expiration date from the date of manufacture.  Manufacture date is listed on the product. Also, since your account was in a chargeback status, you were advised if you had any further questions to contact our Chargebacks Team at ****************************************
  
  Our records show you filed a chargeback on March 29, 2023.  This means we received notice from your bank or credit card company that a chargeback has been filed on order *********. Issuing a chargeback means a dispute has been filed with your bank or ******************* and they have taken back the order payment from us. When your bank/credit card company recovered the payment from It Works!, your bank/credit card company issued you a credit. You will have to contact **************************************** with the outcome of the dispute.  As a Distributor, filing a chargeback will involve cancellation of your Distributor account ID# ********.  According to **** Tracking results order ********* shows a successful delivery with the message Delivered In/At Mailbox to your address on January 14, 2023, 2:01 pm.
  
  Lastly, since your account is in a chargeback status the account has been cancelled.  Any questions, please email ****************************************
  
  Sincerely,
  
  It Works!
  
  

• Initial Complaint

  04/05/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I ordered some weight loss products in February 2023, and received the shipment, but the products had too much caffeine and I couldnt tolerate them. Also, I became ill and had to stop them. About March 21 I received another shipment of the same products although I did not order them. Apparently I was put on an auto-ship without my knowledge. I contacted the company who have said they canceled the subscription. They were supposed to send me an address by email so I could send the products back, but they never did. They keep saying they sent it but it didnt go through to my email. I have no way to contact them directly because I went through Trustpilot to complain. The company said to contact them at **************************************** but I cannot find any such address.

  Business response

  04/06/2023

  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 and we have contacted you.  You had emailed us at Compliance on April 4, 2023, with your accurate email address @gmail.com, which differed from your It Works! account @yahoo.com.  As a result, we quickly mailed you a new return label.  We will gladly give you with an expedited refund as an exception and for your convenience.  Please notify us once the package is in transit to the warehouse.  As mentioned in our April 5, 2023, email to you we did provide a response to your Trustpilot comment on March 28, 2023, about cancelling your monthly subscription and that we emailed a return label to the email address on file with It Works!  Again, you wrote another comment, and we advised you to contact us at ***************************************. 
  
  Please refer to our correspondence: 

  
  3/28/23 emailed @yahoo.com with a copy of the return label

  
   To: @yahoo.com
  Date: March 28, 2023 12:23 PM
  Subject: Notice from It Works!Compliance- Regarding Account ____
   Hello *****,
  This email is about your comment on Trustpilot.
  We are sorry to hear about this matter and we are happy to assist. We have located your account and have cancelled your monthly subscription - Cancel confirmation#********************.  Also, we have attached a return label for unopened/unused product to be sent back to the warehouse for a refund.
  Sincerely,
  It Works! Compliance Department
  
  4/3/23 emailed @yahoo.com stating we sent the return label

  Hi *****,
  We sent an email to your email address that we had on file on 3/28/2023. If you could please check your spam folder to see if it is in there. If not, if you could please send us an email directly to ***************************************
  Thank you!
  Sincerely,
  It Works!
  
  Again,please advise us once the package is in transit so that we may issue an expedited refund.
  
  We will await your reply.

  
  Sincerely,

  
  It Works!
  
  

  
  

• Initial Complaint

  03/31/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  This company employs individuals that have been found guilty of violating HIPPA laws and confidentiality. Said employee has access to peoples personal info and payment info.

  Business response

  03/31/2023

  Dear ****,
  
  We have reached out to you to explain first and foremost, we would like to clarify that our Distributors are independent contractors and not employees of It Works!. Independent Distributors are personally responsible for their own marketing, prospecting and all other activity conducted on behalf of their It Works! business.
  
  To assist you further, please provide proof of the violation (including any screen shots and applicable links for review), and the name and information of the distributor in violation.
  
  You will need to respond to the compliance email and provide us with the requested information so that we may investigate this matter further. 
  
  Sincerely,
  
  It Works!
  

  Customer response

  04/04/2023

   
  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,
  
  ***********************

*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. ↩