ComplaintsforIT Works! Global, Inc.

• Initial Complaint

  11/08/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I had a monthly shipment that I updated my address when I moved to my house. I have received some shipments but others I have not.... funny how they blame that on the shipping address. Sorry but if you change your shipping address it should go to the shipping address!!! And sorry, not sorry I don't accept your answer to that question. If you have to change the address in multiple location your site isn't very good to begin with. Plus when I changed it the first time I don't remember seeing anything stated I needed to update it on the subscription.Because some were refused at my old apartment I didn't get a full refund. And the rest was just waisted lost money. The last order went up way in price and when I went to get my money back they refused since it was "successful" delivered. I don't want another item I want my money back!!!!Just don't deal with this company or any MLM, they will take your money and run, not surprising in this inflation c*** of an economy. Also, Not worth it either since I had my gallbladder removed. *******************

  Business response

  11/17/2022

  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 and we appreciate you bringing this to our attention.  Our records do show that you logged into your account back in March 2021 and did change your shipping address on your account. 
  Beginning with your March 2021 autoship and continuing until your final autoship on October 26, 2022, we went ahead and provided you refunds. We gave you credits for the $15 refusal package costs with the products that were returned to the warehouse and for which you received a partial refund.  As of November 16, 2022, we issued you a total refund for $486.00 on the **** credit card ending in 2386. 
   
  Also, we would like to confirm that all future autoship were cancelled as of November 8, 2022, and no more charges will incur.
  
  We apologize for the inconvenience and we have also emailed you this information.  
  
  Sincerely,
  
  It Works!
  
  

• Initial Complaint

  11/08/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I bought the $149 business builder kit and I received it on 11/7/2022 and realized the products I was given are out of date 6/2022 !! I would like a refund or at least sent a new package with in date products !! If you need photos I will email them to you

  Business response

  11/11/2022

  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.  Our Product Coach will be contacting you about the manufacturer date versus the expiration date.

  
  Sincerely,

  
  It Works!

• Initial Complaint

  10/31/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I purchased IT WORKS on 11/12/2021 for a total amount of $243.84. The items were ThermoFightxx and it works slimming gummies. I tried several times calling the company but couldn't get help or no answer. These items were dated for 2020. I purchased them at the end of *********************************************** January of 2022 and March 2022. I had to order three shipments before I could cancel or pay a fee for early cancelation. I was diagnosed with diabetes so I postpone taking the product until I got it under control. I started taking it in August only to notice that the bottom of the gummies bottle was seeping through. Then I noticed the that the product was well over being outdated. Most products are good for a year these were 2 years past.

  Business response

  11/03/2022

  
  Dear ****,

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

  
  First, we would like to address your concern that you contacted us several times but did not receive help and no answer.  Please be aware that there are a number of ways to contact customer service, including our website https://itworks.com/contactus which has our phone number, fax number & a chat option.  Additionally, you can submit a support ticket to customer service by logging into your Loyal Customer Portal.

  
  Our Product Coach will be contacting you regarding the products you have purchased to inform you of the Manufacturing (MFG) date, the products shelf-life and our quality standards.  

  
  It Works! specifically lists the Return/Refund Policy on our website - https://static.myitworks.com/legal/pdf/returnspolicy.pdf as to advise you if you do have a damaged or defective item it must be reported within (30) days of the ship date.  Please refer to the It Works! Refunds and Returns Policy #9 - To receive a replacement on incomplete, broken, damaged, or defective items, the Customer must report the matter within thirty (30) days from the date of delivery and the incomplete or defective item must be made available for inspection if requested.   Unfortunately, this was reported ten (10) months later which is well outside our Return/Refund Policy.  Therefore, we are unable to issue any refunds.  Additionally, we are unsure how you stored the Slimming Gummies which the Product Coach will discuss with you.  

  
  We wish you well.

  
  It Works!
  
  
  

  Customer response

  11/04/2022

   
  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

  10/24/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I signed up to be a distributor in March of 2022. I was unable to sell to anyone and so I wanted to stop being a distributor. I have been charged around $20 a month ever since then and my account shows no history of these charges and no where to cancel this. When I call I get no where with anyone and they can not find anywhere that I was charged.

  Business response

  10/26/2022

  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.  Our records show that you are an active Distributor.  It is not mandatory to enroll in the monthly eSuite subscription.  This is optional but a very useful tool if you plan on running a business.  Due to the circumstances, we have issued you a refund for the eSuite charges from June to September 2022 for a total of $80.00.  If you wish to terminate your Distributor account please contact customer service at Phone: ************** or https://www.itworks.com/contactus.  We also have a ************ and fax number.  Also, you may log into your eSuite Portal and submit a support ticket to eSuite/eSuite as well.
  
  Sincerely,
  
  It Works!
  

• Initial Complaint

  10/21/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I was told it would be $99-$110 for 4 gummies, 2 thermofights, a month. I was told a $20 membership fee for first order which I was okay with but I only received 2 gummies and 1 thermofight NOt the 4 gummies and 2 thermofights I was told. I'd like my refund of $67.

  Business response

  10/28/2022

  Dear ******,
  
  We have received your letter from the Better Business Bureau (BBB).   Having your concern addressed and resolved is our top priority.
  
  Our records show you enrolled on October 12, 2022 and placed an order for the ******** System product with no subscription.  The ******** System retails for $145.00 and you paid the $124.00 Perks Price (15% off retail) with no subscription.  The Perks + Subscription price (25% off retail) you would pay $109.00.  Also, the ******** System includes one ThermoFightXx and two ******** Gummies.
  
  The IT WORKS! Perks Loyal Customer Program, gives customers who enroll with a Monthly Subscription a 25% discount on their first order. All orders processed through the Subscription option will also receive the 25% off retail discount. Unfortunately, your enrollment order already processed but no Subscription was active at the time of enrollment so we are not able change the discount on this order however, you can use the Monthly Subscription option to ensure you receive the maximum discounts on all future orders! The Monthly Subscription products and processing date can be changed or cancelled at any time up to the day before the chosen date so you are in full control of your subscription. 
  
  Further, we show you contacted customer service 8 days after your enrollment to have a monthly subscription for two ******** Systems which would be the correct number of products mentioned in your letter - 4 ******** Gummies & 2 ThermoFightXx.  However, on October 20, 2022 you had cancelled the subscription.  Please be advised the price for the enrollment order is correct (you paid $124.00 Perks Price 15% off retail) for 1 ******** System which includes 2 ******** Gummies and 1 ThermoFightXx.  No more charges will incur since you cancelled your subscription.
  
  Sincerely,
  
  It Works!

• Initial Complaint

  10/14/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  In May of 2022 I cancelled my membership with my distributor ********************. I accepted and paid for my final order # ********* on 5/25/2022. On September 25,2022 I was billed to my credit card $49.80 for products I never ordered. I sent an email to ItWorks requesting a full refund and to cancel my account.- Not sure how this is ethical. I dont think I should have to pay to return something I did not order. I received the following email.Thank you for contacting It Works!We sincerely apologize for any inconvenience you may have experienced. We value our It Works Customers and our goal is to provide you with the best possible service. ?To receive a refund, all products must be returned within 30 days of the ship date in unopened "new" condition. Please pay to ship the order back and we recommend a tracking number be purchased. The customer is responsible for all return shipping costs. Tracking confirmation assures the parcel was returned. We ask that you do not refuse or **** the order as "return to sender" as these orders can take much longer to be returned and sometimes are not received back at all. We cannot guarantee a refund on a refused order and refused orders are subject to additional fees. Please allow up to 10 business days from receipt at the warehouse to have your return order processed. All credits will be placed back on the original credit card used to place the order.Your account will remain active but you wont be charged, unless, you are to place an order or set up a new auto-shipment. Under our current program, you are already a Gold Customer in which you are entitled to receive,- 40% Off Retail price on autoship orders - free shipping on all autoship orders - gifts with select autoship orders - additional 10% off on one-time orders - 50% off coupon on your birthday and anniversary - early and exclusive access to selected product launches and promotions.

  Business response

  10/14/2022

  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 you received an additional order after your loyal customer agreement was completed.  Please be rest assured, we issued you a refund today for $49.62 for order #********* from Sep. 25, 2022.  Your account has been cancelled and no more charges will incur.  Furthermore, as a matter of convenience you will not have to return the product.
  

  Thank you for your business and we wish you well.

   

  Sincerely,
  
  It Works!

   

  
  

  Customer response

  10/17/2022

   
  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,
  
  *********************

• Initial Complaint

  10/11/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Product was manufactured in 2020 and I have 29 of 30 packets to exchange or get a refund for because the product has a mold/mildew taste. **************** says they last for 2 years and refused to do anything because the product packaging was opened. If the product tasted this horrible I would not have purchased it multiple times over the 3 years I've ordered. It's literally about principal because it's a $10 bag.

  Business response

  10/17/2022

  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 and have reviewed your account.  Our records show that this complaint is in reference to your fathers account, ***************************, and relates to our Hydrate product.  Our Product Coach has responded to the issues via support tickets submitted. Also, they gathered the lot number and issued them a new one. On October 10, 2022, our Product Coach issued a one-time courtesy replacement.  Please note the product sent to you is what is currently being shipped from our warehouse.  We strive to provide our customers with the freshest products possible, and all It Works! products are thoroughly tested for stability and will meet the claims made up until its shelf life. 

  
  At It Works! we take pride in our high-quality,results-driven products. Due to the use of natural ingredients, product characteristics may vary from batch to batch. It Works! Products are tested before release to ensure they meet established specifications

  
  We wish you well.

  
  Sincerely,

  
  It Works!

• Initial Complaint

  09/19/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  It works consistently employs shameful tactics, appealing to me when I had just lost my husband and miscarried in a car accident. It works distributor preyed on me and used faith manipulation to enroll me. I was convinced to spend hundreds on auto shipments and buying rank. I was told repeatedly while in the business that recruiting was the only way to be successful and not to waste my time selling products. I never wanted to work in a recruitment based company like it works! The company makes lifestyle claims and uses gas lighting, threats, and manipulation to keep you in. I finally broke out of It Works! and I was blocked and ghosted by every person in the company. The mentality was extremely damaging and the products consistently are reported by customers to not work.

  Business response

  09/20/2022

  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.  When you make claims as such we will need supporting documentation.  Please provide proof of the violation (including any screenshots and applicable links for review), the policy that is being violated, and the name and information of the distributor in violation.  Make sure your message includes all the necessary details needed for a proper investigation so we can accurately investigate.  We are unable to complete requests without proper supporting documentation.  However, we will reach out to you for any evidence that you can provide us.  We are happy to investigate further after we receive any additional information.  
  
  Sincerely,
  
  It Works!
  
  

• Initial Complaint

  09/12/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  Business forced me to buy 3 months worth of items when I didn't want them after the first item was putrid & foul. It turned my stomach. I was forced to spend over $150 for a unusable product. They did send me a replacement if the first one, but it wasn't much better. They told me too bad, I still had to buy two more foul products. Inow have one item jar of gummies & two unopened jars that are stomach churning. After I bought the two additional forced purchases I called the company to stop the autoship & close my account. They refused to send written verification of the action, so if they try to extort more money I have no written proof of my request & their supposed action.

  Business response

  09/13/2022

  
  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 were forced to buy 3 monthsworth of items.  Our records show that you bought the Slimming Gummies. 
  
  On July 3, 2022, we show you submitted a support ticket to customer service about the possibility of replacing the initial order due to the strong smell of vinegar. 
  
  On July 5, 2022, you were advised since this was your first order for the Slimming Gummies that they do contain apple cider vinegar in the formulation, and it is normal to have the smell and taste.
  
  On July 9, 2022, you submitted a support ticket to say you understand that the gummies have some vinegar taste/smell but this has an off taste and would like a replacement order.
  
  On July 11, 2022, you were advised our products have been tested under extreme temperatures and it does not change the effectiveness of the product. Extreme temperature changes are fine during transit and delivery time.   We have processed a one-time courtesy replacement and we will not be able to process another replacement for the Slimming Gummies for this issue. Your replacement order is ********* and should arrive in 4-8 business days.  You still have two more orders to process to complete your loyal customer program. You can always change the product if you choose. Your next shipment is scheduled to process on July 20th.
  
  In closing, you were advised we would only allow one replacement order and therefore, you could switch to a different product.  Pursuant to you request, your account has been cancelled effective September 13, 2022, and no more charges will incur.  Unfortunately, we are unable to issue any refunds as we do not offer a money-back guarantee for any opened or used product.  As a loyal customer,you do have the option of switching to an alternative product. 
  
  We wish you well.
  
  Sincerely,
  
  It Works!

  Business response

  11/08/2022

  Dear ****,
  
  Your letter mentions you have two unopened bottles of the Slimming Gummies.  We are happy to issue refunds for any unopened product.  Our Return/Refund Policy allows us to refund any product unopened within 30 days of the shipment date.  However, we can make an exception and accept the product outside the 30 days.  Please expect an email from us as we need to know which orders you will be returning. 
  
  Sincerely,
  
  It Works!
  
  

  Customer response

  11/14/2022

   
  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 as long as they follow through. I also got an email straight from them asking for me to identify which two months supply was unopened to get a return label. I have not gotten that label. I will not state this matter is closed until I ************* to return and my card is credited for the two bottles. 
  
  Sincerely,
  
  *****************

• Initial Complaint

  08/31/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I ordered one item and now I have a recurring charge on my card. I can't get ahold of anyone to stop this. I did not order an item to be put on recurring charge. This needs to stop! It's gonna mess my account up.

  Business response

  09/02/2022

  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. We have fully cancelled your recurring order and your account.  You are not responsible for the membership fee.
  
  We wish you well.
  
  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. ↩