ComplaintsforIT Works! Global, Inc.

• 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,
  
  ***********************

• Initial Complaint

  02/24/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I bought into a subscription for a weight loss aid capsule. It did not work for me, and I sought to cancel my subscription. I was told that was not a possibility, and would be charged a $50 cancellation fee. Since I did not want to pay an extra amount to this company, I asked if my product could be changed to another product they offered. My rep told me that was a possibility, so I tried to do it myself. I was having repeated issues with logging into the site, so I contacted my rep again, and she contacted the company on my behalf. At that point, I thought the issue was handled. Then, I received my next shipment of exactly the same product that I had before. So, I contacted her again, and she said she was unable to login to my account, so she reset my password. Then, I was able to get into the site and create a ticket to request the exchange. However, when I did this, the company did not ***** me the exchange. So, I went back to the site to create another ticket, and I asked about returning. After a couple of tries, I did find the return instructions on their website. By this time, I had received yet another bottle of the stuff that didn't work for me. This gave me a total of 3 bottles that were unopened. I was able to return one bottle only, and was even charged for return shipping! The others, I was told, were outside of the return window. So, after all of this time, I am now left with two bottles of a product that did absolutely nothing for me. I have had communications with a company that is indifferent to its customers, and is not concerned with offering an alternative to dissatisfied customers. I want a refund of the two bottles they would not allow me to return. The cost was $52.66 x 2 = $105.32. I would also like a refund for the return shipping I was charged to return the one bottle I returned.

  Business response

  03/02/2023

  Dear *****,

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

  After further review of your account, we have made an exception to the Return Policy to issue refunds without return of the product and outside the 30-day window.  Please be advised you received three *************.  And it may take a couple of days for your financial institution to credit you the funds.  We have reached out to you today in detail with refund amounts for each order.  

  Sincerely,

  It Works!

• Initial Complaint

  02/13/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  January 9, 2023 I was charged $110.95 for a product I didnt order. I contacted the company for a refund and they refused. At that point I hadnt received any product. When I did receive the product I refused delivery and sent it back. Again I requested a refund. They said they would refund my money minus shipping charges when they received the product. To this day I still have not received my refund. Im tired of companies like these ripping people off. Im hoping you can help. Thank you

  Business response

  02/20/2023

   

  Dear *****,
  

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

  Your letter states that you did not place the order on January 9, 2023,for $1**.95.  When you did receive the product, you refused delivery and returned it to sender. 
  Please be advised the It Works! Refunds and Returns Policy is listed on our website - *************************************************************************
  
  #4    To receive a refund, all returned items must be post-marked within thirty (30) days of the original ship date.  Product must be in an unopened and/or new condition.  A traceable shipping method must be used if the ************ returns process is not utilized.  It Works! is not liable for the shipping costs of returned items or any return shipments that *** be lost in the return shipping process.

  #**  Refused orders are defined as orders that are refused upon delivery, marked return to sender, are undeliverable, or that have an insufficient address. A refused order is assigned a $15 refusal fee that is deducted from the refund. Refusal fees are applied to orders to offset return shipping costs and return processing charges. Refused orders could take up to ninety (90) days to reach the ************************* and are not guaranteed a refund.
  We are more than happy to issue a refund once the product is returned and inspected at the warehouse. 

  
  Also, we note that your original order was placed on December 12, 2022, when you signed up with the Promotion for the It Works! Perks Annual Membership.  In addition, for the annual membership you receive perks such as 15% off retail price on orders without automatic shipping, 25% off any monthly subscription, free shipping on orders over $194,Welcome Gift and a gift on your anniversary. 

  We would like to confirm that your monthly subscription was cancelled on January 12, 2023.  Your account is still active and if you choose to order you will receive the 15% discount and not the 25%discount.  Your initial order from December 9, 2022, you did receive the 25% discount. 

  Sincerely,

  It Works!
  
  

  
  

• Initial Complaint

  02/13/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 1/17/23 I purchased a $171.67 starter kit from a distributor of It Works whose name was ********************************* as she recruited me into this multi level marketing scheme. After our telephone calls and text messaging back and forth I did more research on this company and I knew I did not want to be part of it as it was actually a pyramid scheme and read bad reviews. The very next day on 1/18/23 (not even 24 hrs later) I contacted ******* and told her I had second thoughts and wanted out of the company and to stop everything including the purchase of the starter kit stopped and returned with a full refund and no further action is to be taken.******* response to me was Yeah you started your own business girl you can't return it.I tried calling the company from the phone numbers I can find and none of the telephone numbers work or have been disconnected. This company is now hitting my bank account for $20 a month and dont know why nor was I told that theres a hidden charge I wish to only get my money back of $171.67 and be completely rid of their $20 secret charge. I feel incredibly side swiped.Dont do business with a company that has no working phone number.

  Business response

  02/14/2023

  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 your experience.  Our records show you enrolled as a Distributor on January 10, 2023, and you ordered the Business Builder Kit along with the Triple Threat Pack.  We are more than happy to issue a refund if the returned items are in resalable condition unopened and/or new condition as defined in the Distributor Agreement.  Please refer to the It Works! Distributor Agreement Terms & Conditions-US (************************************************).  All Distributors are required to read and comply with the It Works! Policies & Procedures.  And in this case, please see the It Works! Refunds and Returns Policy - *******************************************************************************; #8 Within sixty (60) days after cancellation or termination of the Distributor Agreement, the Distributor may return their starter kit and any products and sales aids purchased by the Distributor for a refund, provided that the products or sales aids were purchased within one year from the date of cancellation or termination.  The returned items must be in resalable condition unopened and/or new condition as defined in the Distributor Agreement.   We emailed you a return label today.      
  Also, your letter states you tried calling the company and none of the telephone numbers worked or have been disconnected.  We have emailed you to advise us of the phone number you were calling.  Also, our contact information would be listed on the invoice you received with your order.  ******************** number is ************** which has a ************* and all our contact information can be found on our website at **************************************************.
  With regard to your back-office charge of $20 this is not a mandatory fee. However, if you would like to grow your business this service gives you access to track your business, offers online and back-office support, view document library, view policies and procedures and the ability to host a personal website.  Please be advised we attempted to credit you back $20 but we received an error message saying that your account was closed.   We have emailed you and asked you to please contact your financial institution to rectify the matter so that we may issue the refund.  Also, we would need to refund the Business Builder Kit as well.  
  In closing, please respond back to us via the email we sent so that we may assist you further.

  
  Sincerely,

  
  It Works!

• Initial Complaint

  02/01/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  January 13th, 2023 I signed up with itworks to be a distributor with them and ordered some products which cost $174.76. I called to cancel on January 15th, 2023 as I had changed my mind. They said thats fine she will get me canceled out and told me to ship back any products I receive unopened and new. So i waited for the products that never showed up. Called itworks back let them know i never received anything yet. They gave me an email to their chargeback department. I emailed them they sent me a picture stating where they delivered the package which happened to be some random spot in my apartment complex. I told them what was i supposed to do now they told me take it up with the postal service or ****** I tried to dispute with my bank but itworks started telling my bank i never called them when clearly i provided emails and documents confirming I did speak with itworks. At this point Im out promised products and money. Everyday itworks tells me something different.

  Business response

  02/01/2023

  Once again, the customer is complaining about the WRONG ************************. My company, ItWorks Distributing, is an ******** registered company, providing power backup equipment for data centers. The complainant was obviously dealing with another It Works, which is some sort of multilevel marketing company.

  DEAR BBB: PLEASE MAKE NOTE OF THIS; THANK YOU!

  Business response

  02/08/2023

  Dear *******,

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

  We are very sorry to hear that your order was not received.  Our normal procedure for packages that show delivered is to have the customer file a Lost Order Claim Form on our website or to receive a replacement order.  In your case, it was obvious by the shipping courier tracking images that the package was left at the foot of a staircase.  This is an unfortunate incident by the shipping courier, and we apologize on their behalf.  Please be advised you were issued a full refund for $174.76 on February 7, 2023.  

  Thank you for your patience in the matter and you have been issued a full refund.

  Sincerely,

  It Works!
  

  
  

• Initial Complaint

  01/24/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought product from ********************** who I had told I wanted to cancel my subscription and she didnt and I was still charged and then was told I could no longer return the product she said I couldnt return for a refund. I was willing to work with her but I unwilling to work with me. I want my $320 back now.

  Business response

  01/26/2023

  Dear *******,
  
  We have received your letter from the Better Business Bureau (BBB).   Having your concern addressed and resolved is our top priority.
  
  Your letter states you cancelled your subscription with your Distributor.  However, the subscription was not cancelled, and you received an additional charge.  You were also informed you could no longer return the product for a refund. 
  
  We are sorry to hear about this matter.  Our records show you contacted customer service via a support ticket on December 18, 2022 (see attached image) to cancel your autoshipment.  You received a response on December 19, 2022, that the monthly subscription was successfully cancelled.  Thus, the reason for the additional order on October 31, 2022, order #********* for ******.  And the November 22, 2022, order #********* for $****** was not processed and the order was cancelled.
  
  Please be advised we are more than happy to issue a refund on any product that is unopened and/or new condition.  Also, we are willing to make an exception to our Refunds/******s Policy by extending the 30-days.  Please advise if you have any product to return and we will email you a return label.
  
  Order ********* Nov.22.2022  Recurring Order Cancelled          $ ****** - Order Cancelled
  Order ********* Oct.31.2022   Recurring Order Shipped             $ ****** - you may ****** unopened and/or newcondition product.  Please advise.
  
  In conclusion, since we only show one transaction/charge on October 31, 2022, for $****** and the November 22, 2022, order was cancelled,we are unclear of your request for a $320.00 refund.  Also, we have emailed you personally so that you may respond.
  
  Sincerely,
  
  It Works!

• Initial Complaint

  12/06/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  So on 12/3/22 I purchased a 171.67$ starter kit from itworks. I was recruited into this multi level marketing scheme as I soon found out. I wish to leave this company and get my money back on this. *** left several comments and complaints about my request and no one has either responded or givin me a definite answer. I wish to only get my money back and be completely rid of their 20$ secret charge. I feel incredibly snide swiped.

  Business response

  12/09/2022

  Dear *****,

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

  
  With regard to the eSuite back office fee of $20 per month you never paid this fee.  This is not a mandatory fee.  However, if you would like to grow your business this service gives you access to track your business, offers online and back office support, view document library, view policies and procedures and the ability to host a personal website. Without a paid eSuite subscription, neither you nor our It Works!**************** team will have access to these business building tools.

  
  We find that **************** addressed your concern on December 6, 2022.  Our records show you submitted a support ticket to customer service on December 5, 2022, for a refund.  On December 6, 2022, you were issued a return label and may return the unopened product for a refund.  Please see customer service response below:

  
  Hi *****!

  
  Thank you for contacting It Works!

  
  We value and look forward to opportunities to assist you.

  
  We are sorry for the inconvenience you experienced and we want to assure you that we will do everything we can to find a suitable solution for you.

  
  It is sad to hear you now have decided to leave It Works! and we sincerely apologize for any inconvenience.

  
  In order for us to be able to cancel your Monthly Subscription and your account, we first kindly as you to return your enrollment order ********* in accordance with our return and refund policy which you can find here (https://static.myitworks.com/legal/pdf/returnspolicy.pdf).

  
  To receive a refund, all products must be returned within 30 days of the ship date in unopened "new" condition. Please don't refuse the order as there is an additional charge, and not all refused orders are successfully returned. We suggest you obtain tracking confirmation; tracking confirmation assures the parcel was returned. Please allow up to 10 days from receipt at the warehouse to have your return order processed. Also, keep in mind that we do not cover shipping costs and taxes. Please give your bank anywhere between 3 to 5 business days to process the refund and make the funds available on your card;the exact date would depend upon your bank's refund time frame.
  You can return product online by visiting the ************ Returns section in your Loyal Customer Portal. You can return all products or a portion of your order depending on your needs.
  Please know you can only print one return shipping label per order, though. Once logged in the Loyal Customer portal, click the ************ Returns and locate the order number you would like to return, then follow the on screen prompts to complete the process.

  Thank you for your understanding.
  

  If you have any additional questions or concerns with our response please click Add new reply.Because excellent Customer support is very important to us, help us grow by clicking on the survey link provided in your support ticket response to tell us how we did.

  Your It Works! support team!

  Sincerely,

  It Works!

  Customer response

  12/09/2022

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

  Customer response

  12/27/2022

   
  Complaint: 18529678
  
  I am rejecting this response because:

   

  So I filed a complaint about a return. On December 3rd I was roped into a scam and I wanted to just return my starter kit and get my refund after I found out about the shady business practices. They told me time and time again to wait and now its been that allotted time. I then filed another ticket with their support and today I find they closed my account on me with no refund. Im beyond livid and want my 155$ back that was promised to be refunded.
  
  Sincerely,
  
  *************************

  Business response

  12/27/2022

  Dear *****,

  Please be advised the warehouse received your returned order #********* and issued you a refund for $155.97 on December 22, 2022.

  Also, we have emailed you the receipt confirmation of credit.  It may take at least 5 business days before you see the credit. 

  Sincerely,
  

  It Works!

  Customer response

  12/28/2022

   
  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.
  
  Sincerely,
  
  *************************

• Initial Complaint

  11/18/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I signed up to be a distributor for It Works on June 16th of 2022. I was unable to sell to anyone and be able to keep selling products, so I wanted to stop being a distributor. I am wanting to get my money back from purchasing the initial startup kit, which was $149, but about $162.00 when you include tax and shipping. I can no longer log into my eSuite account to address this problem with It Works. Is there a way that I can get my money back?

  Business response

  11/22/2022

  Dear ******,

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

  
  Our records do show on June 16, 2022, you enrolled as a Distributor.  Your letter says you were unable to sell to anyone.  However, we show that you enrolled two Distributors and a retail customer. Also, you had earned $27 in commissions.   Success with It Works! results only from successful sales efforts, which require hard work, diligence, and leadership.  Your success will depend upon how effectively you exercise these qualities. It Works! does not guarantee the success of its Distributors.  Please see Full Disclosure on this link https://www.itworks.com/Legal/Income/

  
  Per your resignation, we have cancelled your Distributor account ******** and no more charges will incur.

  
  Your letter also states you would like a refund for the initial startup kit.  Please refer to the It Works! Distributor Agreement Terms & Conditions-US (https://itworks.com/Legal/Terms).  All Distributors are required to read and comply with the It Works! Policies & Procedures.  And in this case, please see the It Works!Refunds and Returns Policy - https://static.myitworks.com/legal/pdf/returnspolicy.pdf

  
  #1 It Works! products produce different results for different people, and It Works!does not guarantee specific results nor offer a money back guarantee.  Customers should follow the directions with each product.

  
  #8 Within sixty (60) days after cancellation or termination of the Distributor Agreement, the Distributor may return their starter kit and any products and sales aids purchased by the Distributor for a refund, provided that the products or sales aids were purchased within one year from the date of cancellation or termination.  The returned items must be in resalable condition unopened and/or new condition as defined in the Distributor Agreement. 

  
  Unfortunately,we are unable to issue a refund for the Business Builder Kit as stated in the Return/Refund Policy. 

  
  We wish you well.

  
  Sincerely,

  
  It Works!

• Initial Complaint

  11/10/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I ordered from this company and know my account is negative ****** from a card I never made a payment with them with. I was charged twenty dollars for a subscription fee when I never read an agreement saying I wanted that I just wanted my product. Know there telling me that there's no order number for my account but I have many taken out from them that I don't even have. I only wanted a one time payment

  Business response

  11/16/2022

  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 submitted your payment with PayPal multiple times (see attachment #1).  Please be advised you were issued a refund on PayPal for $172.26 (see attached payment invoice #2). 

  
  Furthermore, the recurring $20 subscription was cancelled on November 10, 2022.

  
  Sincerely,

  
  It Works!

  Customer response

  11/17/2022

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

*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. ↩