ComplaintsforIT Works! Global, Inc.

• Initial Complaint

  12/01/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchased over $600 worth of products from IT WORKS through a distributor from seeing an INSPIRATIONAL STORY online. So we ordered their Skinny Brew Coffee, Skinny Brew Tea, Skinny Greens Chocolate, ThermoX Fight Supplements, Slimming Gummies, & their Defining Gel. We LOVE the Defining Gel but these products are not right for my mom & I. They didn't curve cravings made it worse, caused us to eat non stop it was horrible, made us sluggish, clouded our cognitive, caused pain us to be tired etc.... these were supposed to HELP us not hurt us, so called & requested a REFUND based on their 30 day money back guarantee which the distributor didn't claim any "terms & conditions" apparently once you OPEN the products & try them you can't send them back for a refund, they have to be unopened what a joke of a company & CLEARLY they don't believe in their products they only offer 30 days unopened untried options so I requested money back for everything EXCEPT the slimming gummies & Defining Gel ONLY products we like or worked. So it works DIDNT WORK it sucks & they're company policies are a joke & I'll be sharing that all over since I'm a social media INFLUENCER & go to the AG if I have to. Spending over $600 for items that made us worse is WRONG & corporate ***** I expect an apology for the belligerent customer service & a FULL REFUND for my order. Thank you for your time. ********

  Business response

  01/03/2022

  Business Response /* (1000, 5, 2021/12/09) */ Dear ********* We have received your letter from the Better Business Bureau (BBB). Having your concern addressed and resolved is our top priority. Since you had comments about our products, we had our Product Coach reach out to you as about this matter. As our Product Coach mentioned many times potential customers will try a sample of the product from the distributor. As our Return/Refund Policy states online 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/*************.pdf. Also, please refer to #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. A traceable shipping method must be used. It Works! is not liable for the shipping costs of returned items or any returned shipments that may be lost in the return shipping process. However, we are making an exception to the Return/Refund Policy as the Product Coach has personally reached out to you about the products you can return. Also, they are waiving all shipping and handling fees which is normally incurred by the customer. Furthermore, the membership fee has been waived and your account has been cancelled. No further charges will incur. We wish you well. Sincerely, It Works!

• Initial Complaint

  11/08/2021

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  A few months ago I ordered this lip and eye cream (which gave me a horrible allergic reaction btw) and i haven't ordered anything since, This morning i woke up with 35.76 deposited out my account without my consent and i want my refund back. I never got told about anything of them charging me and this is ridiculous. I would like my money back asap

  Business response

  11/23/2021

  Business Response /* (1000, 5, 2021/11/09) */ 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. 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. 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. As a loyal customer, you do have the option of switching to an alternative product. Please be advised order #XXXXXXXXX from November 8, 2021, for $35.76 was voided. Since the charge and the refund were done on the same day the transaction was voided. You should not even see a charge as it will drop off your statement. To obtain the loyal customer pricing (40% off retail) our customers are required to complete three (3) autoshipments (only need to order 1 item) or pay the membership fee $50 USD upfront. However, due to the circumstances we have called all future autoships - Success Your autoship was successfully canceled. Confirmation# XXXXXXXXXXXXXXXXXXXX. No more charges will incur and we have waived the membership fee. Sincerely, It Works!

• Initial Complaint

  11/02/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I order skinny brew on september 17th 2021. I expressed to my consultant that typical coffee upsets my stomach and that i was looking for a replacement. Well she did not describe the product correctly to me because i am allergic. Had i known it contained my allergen i would never have ordered it. I immediately requested a return label via the consultant who ordered the products for me. She called customer service and reported back to me that I did not submit my ticket properly. I then called customer service myself to request a refund and he said he would email me a return label. I am allergic to your product and have a doctors note in hand to waive the $50 fee. Since then, the consultant has refused to help me 1) get my money back or 2)get a return label. My order id is 17174303. My account for itworks shows that my first order was refunded but it wasnt!!

  Business response

  11/24/2021

  Business Response /* (1000, 5, 2021/11/03) */ 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 your claim about the 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, please refer to #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. A traceable shipping method must be used. It Works! is not liable for the shipping costs of returned items or any returned shipments that may be lost in the return shipping process. However, our Product Coach will be reaching out to you to address all your concerns and to assist you. Sincerely, It Works! Consumer Response /* (3000, 7, 2021/11/03) */ (The consumer indicated he/she DID NOT accept the response from the business.) I requested a return label for my first order in September. I did not receive a return lable, thus i could not return the items. The ItWorks! consultant informed me she had submit a ticket to process a return, but that it hadn't been submitted properly. The customer should not have to pay for the Consultants mistakes filling out a ticket for a return label. I have finally received a return label for the November shipment. However, i do not accept your statement that i am no longer able to return my first shipment, because i was told by the consultant of which i ordered through, that i would be receiving a return label. Now because she submitted it wrong, and its past the date, that means i have to pay for your company's faults and flaws? Business Response /* (4000, 9, 2021/11/12) */ Dear *******, We have reviewed your matter with our Product Coach. You had mentioned you never received the initial return label. Our records show that the return label was emailed to you on September 16, 2021, for partial return order #********. Also, you were emailed a return label for order ******** on November 3, 2021, and the tracking status shows that the product was never mailed. Return labels do expire in 7 days. Further, your email address on file with us matched your address on the BBB correspondence. Our Product Coach explained that the initial order had to be sent separate from your most recent order with return label attached. Due to all this we have waived your $50 USD membership fee and our Product Coach will be reaching out to you on how to return all products together. Unfortunately, our system cannot automatically print return labels after 45 days of receipt. And each return label has to match each order and that is why initially you had to send them separately. We are in the process of manually overriding the system to accomplish this for you. We are sorry about all the miscommunication and we will make an exception to accommodate your return orders. Please expect an email from our Product Coach. Sincerely, It Works!

• Initial Complaint

  10/24/2021

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  Today when logging into my bank account I see a pending charge from it works! After canceling in September, my autoship they were not authorized to withdraw one hundred forty three dollars from my account due to me turning off auto ship in September. When I logged into my it works! Account my auto ship appeared to be back on. I want a refund, and to cancel my it works! Account indefinitely. Also, the $50 fee shall be waived for this inconvenience. Please contact *********[email protected] with a resolution now!

  Business response

  10/27/2021

  Business Response /* (1000, 5, 2021/10/25) */ 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 were charged for another autoship. However, our records show that your autoships were not cancelled until October 23, 2021, and your autoship was scheduled on October 22, 2021. However, we were able to stop order #XXXXXXXX and we issued you a credit today for C$ 143.51. Please be rest assured no more charges will incur. Sincerely, It Works! Compliance Department Consumer Response /* (2000, 7, 2021/10/26) */ (The consumer indicated he/she ACCEPTED the response from the business.) Money returned

• Initial Complaint

  10/23/2021

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I responded to a Facebook promo regarding free items from it works. I was to receive three full sized samples of the coffee for $20. Per the reps correspondence on May 31, 2021. Another message with the rep stated that if I added the gummies it would be $69. I gave my card number and personal information and three months later I contacted the rep, Melanie S. to locate my items. I was then informed on August 14, 2021 that there was no record of my order. At that time, I said to cancel any orders with this company. That evening, I received a charge to my account for $92.64, not the $20 and not the $69. I tried calling the company and was informed to return the items for a refund minus the shipping cost of $11.90. I explained that the order was not even what I spoke with the rep about and it was almost $24. More. I told them to cancel. I also told the rep. We agreed that she would submit the coffee to offset the difference and cancel any further orders. I now am being charged again even though I cancelled back in May. I am also being told that a $50 fee will be assessed. This company is a nightmare to deal with, with false charges and wrong items sent, to threatening to charge additional monies in order to stop the charges and harassment. I am not in a contract and have relied solely on the word of their representative. The problem is that the rep is not responding to my messages.

  Business response

  11/18/2021

  Business Response /* (1000, 5, 2021/10/26) */ 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 still had an active autoship which we cancelled effective today and no more charges will incur. Also, a charge for $92.64 was attempted on October 14, 2021, and it was declined. Please be rest assured no more autoships or charges will incur. Also, we have waived the $50 USD membership fee. Furthermore, we did email you a return label for your original order ******** from August 14, 2021. However, the warehouse has not received a return order. We will reach out to you about this matter. Sincerely, It Works! Consumer Response /* (3000, 7, 2021/10/28) */ (The consumer indicated he/she DID NOT accept the response from the business.) I have informed numerous times that my account would be cancelled snd yet, as you can see, the company is still trying to remove funds. The companies tactics are deplorable! In August, I was sent a refund label minus shipping! Mind you, this order was cancelled prior and what was received was the completely wrong items! Not only that, I was charged over $30 more! The rep, Melanie S., promised to correct the problem and no more shipments. That did not happen. This company is full of lies and broken promises. When going onto the it works account, it is still showing active and trying to remove funds! Please correct and show proof that this is all correct and no more false charges will be removed. It also shows that if this is a monthly charge, why wait two months? Business Response /* (4000, 9, 2021/11/04) */ Dear ****, Please be rest assured your autoship was cancelled on October 26, 2021 and no more charges will incur. Cancel Autoship Request ******** requested to cancel their autoship. Cancel confirmation# ******************** As mentioned in the previous correspondence, we did email you a return label for your original order ******** from August 14, 2021. However, the warehouse has not received a return order. Do you have unopened or unused product for you August order? We have reached out to. Sincerely, It Works! Consumer Response /* (4200, 11, 2021/11/08) */ (The consumer indicated he/she DID NOT accept the response from the business.) The business is denying the fact that the return label is minus the shipping. I will not be charged fir shipping on incorrect products and I will notify be charged for products from a company that I had previously cancelled prior to any shipment. The company will continue with their deceit and dishonesties, but the fact is, I cancelled prior to any shipment! I was sent inaccurate product! I was charged way more! The sales rep, Melanie Shipp promised me everything would be taken care of, and both the company and the rep had promised cancellation months prior. My account does not show cancelled, but I will not banter back and forth with such a dishonest company. I will leave my complaint as is as it seems that the company is not willing to understand the complaint and fix it.

• Initial Complaint

  10/23/2021

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  To whom it may concern, On May 27, 2021 I enquired about an add for Slimming Gummies with blood orange and apple cider vinegar through It works Marketing inc.. I had seen this and was interested in the product to help lower my BMI. I was put in contact with Cassi G. from Sacramento, Ca.. She got in contact with me through messenger at 1948 the evening of May 27,2021. She sent me information about the Slimming Gummies, a 2 day cleanse and Thermofight Xx. On May 30th I replied to her saying I may be interested if it wasn't too expensive. She answered me 4 minutes later with the price. We went back and forth. She sent me more information on the gummies. On June 1st 2021, I told her that I did not want to use my credit card. I asked if they accepted pay pal. She told me she would get back to me. Later that day she sent me a link with my order for 1 bottle of slimming gummies for 39.95 and the it works cleanse for 39.00.. The Order had another sales persons name on it, Cassandra B. My paypal was charged 90.53 on June 1, 2021. I started the cleanse and the gummies. I was charged again on June 30, 2021 and received another shipment. I quit taking it late julyas it did not agree with my G.I. system. I attempted to call Cassi, the original person I was communicating with and she did not respond. I then attempted to call the # on the website and got ahold of a person with a foreign accent. He answered the phone "it works marketing". I told him I wanted to cancel the order and he hung up on me. I found another phone I tried again and got an answering machine and could not leave a message. I continued to get billed and was still receiving the product and could not find a way to cancel. I was billed again 7/31, 8/31, and 9/30. I attempted to report a problem to paypal on 10/3/21 and cancel the automatic payment due to unauthorized transaction. I could NOT get ahold of anyone at it works. According to Paypal they have canceled the billing agreement with it works marketing.

  Business response

  11/11/2021

  Business Response /* (1000, 5, 2021/10/27) */ 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. However, we have referred this to our It Works! Product Coach who will be reaching out to you with any questions that you may have. Also, they will be providing you with return labels. Lastly, our records show your account was cancelled on October 15, 2021, due to the PayPal dispute which was ruled in It Works! favor. You may return unopened or unused product for a refund. Sincerely, It Works!

• Initial Complaint

  10/23/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I am a new customer and ordered 3 products. I am happy with 2 of them but am completely unhappy with the 3rd. The product I'm not satisfied with is the lash/brow serum. I have used it twice and each time, it caused my eyes to burn. I'm unable to use the product. I have emailed and called the company multiple times, asking for a refund but have been told that I cannot return a product that has been opened. Obviously, I would not have known the effects of the product if I had not opened the product and tried it out. Please reconsider my request again for a refund for this product since I am unable to use it. Thanks!

  Business response

  11/19/2021

  Business Response /* (1000, 5, 2021/10/27) */ 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. 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, please refer to #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. A traceable shipping method must be used. It Works! is not liable for the shipping costs of returned items or any returned shipments that may be lost in the return shipping process. Also, please expect an email from our It Works! Product Coach for any questions that you may have. Sincerely, It Works! Consumer Response /* (3000, 7, 2021/10/28) */ (The consumer indicated he/she DID NOT accept the response from the business.) Thank you for sending this but it is very disappointing that your company has this policy for products that are being tried for the first time. This makes me feel that I cannot be free to try new products with your company because I may end up wasting my money on products that do not work for me. Your company may need to consider revising this policy. Also, the website advertises (per attachment) the want for customers to be completely satisfied and that products can be returned for any reason. Please advise on this. Business Response /* (4000, 9, 2021/11/03) */ Dear *******, We have reviewed your attachment and it does say you have 30 days to return any "unused" product. However, you have to click on the link https://static.myitworks.com/legal/pdf/returnspolicy.pdf that gives you the full Return/Refund policy. Specifically, #1 we do not guarantee specific results nor offer a money back guarantee & #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. A traceable shipping method must be used. It Works! is not liable for the shipping costs of returned items or any returned shipments that may be lost in the return shipping process. Also, our Product Coach has also reached out to about this policy and has passed on your feedback. We wish you well. Sincerely, It Works!

• Initial Complaint

  10/22/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Company claims to sell their product to help people lose weight. I followed all the directions and took as directed. This product caused me to gain almost 10 pounds. Nowhere in their info does it say that it will increase weight gain. I spent nearly $250 to lose weight and now have been set back farther than I already was. They are praying on vulnerable people with false claims and lies!! I can't return it because I used it as directed and was duped by their scam. Tried to file a complaint with my payment method but they claim that the packaging was as described even though the sales pitch of weight loss promises was not as described. This company needs shut down!! I had no idea the reviews were this bad until I came here to file a complaint. I have also filed with the consumers internet crime department. It's like buying toilet paper advertised to remove crap and being sold toilet paper that applies crap!! What they are doing to people with their lies is a crime!!!! Not to mention all the millions of complaints against them.

  Business response

  11/11/2021

  Business Response /* (1000, 5, 2021/10/27) */ 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. However, we have referred this to our It Works! Product Coach who will be reaching out to you with any questions that you may have. Sincerely, It Works!

• Initial Complaint

  10/21/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I was interested in a product. It didn't work they keep charging a balance of $20 and getting money out my account and I need it for my expenses because I need my own money and since I didn't want it why are y'all still taking money out my account.

  Business response

  11/12/2021

  Business Response /* (1000, 5, 2021/10/25) */ 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 do show you are still 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. We do not show that you contacted us via phone or support ticket to cancel your back office subscription. As an exception, we have issued you a refund for September for $20 and for October 20, 2021. Also, we have cancelled eSuite effective today. Confirmation# XXXXXXXXXXXXXXXXXXXX. If you would like to cancel your Distributor account, please submit a support ticket or contact customer service at https://www.itworks.com/contactus. Sincerely, It Works!

• Initial Complaint

  10/20/2021

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  I contacted It Works to cancel my autoship. I have a seizure disorder and mitral valve prolapse. I cannot use their products due to the side effects I have been having. Chest pain, abdominal pain, tremors, seizures. There website states that loyal customers who enrolled in October and cancel do not have to pay the $50 fee. It Works is saying that in order to waive the fee, they will need a note from my doctor. I have already been seeing a doctor for these conditions. I am not going to take off work for an unnecessary doctor appointment and give It Works access to my private medical information. To save going back and forth with them, I agreed to the $50 to be done with this. They said my debit card was declined. I logged on to the website and tried to change my payment info to another method, but it would not let me change it. That is on them!! They will not be getting anymore personal info from me and I request that they never contact me again.

  Business response

  10/22/2021

  Business Response /* (1000, 5, 2021/10/21) */ 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 claim about the product. We know that all bodies are different and that there are several factors that can affect results. These factors can include but not limited to a person's diet, activity level, if the product was used as indicated, etc. Also, all our products do contain a Caution label: Consult your physician if you are pregnant, taking medications, or have a medical condition. Please be rest assured you will not be charged the membership fee. Your account has been cancelled and no more charges will incur. Furthermore, our Product Coach will be reaching out to you about this matter. We wish you well. Sincerely, It Works! Consumer Response /* (2000, 7, 2021/10/21) */ (The consumer indicated he/she ACCEPTED the response from the business.) I accept. No more charges or fees and do not contact me again.

*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. ↩