ComplaintsforIT Works! Global, Inc.

• Initial Complaint

  10/01/2021

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  Recently canceled autoship and was told the $50 fee for membership would be waived, however- today there is a charge on our bank account showing a charge for $44.90 but nothing showing on the ItWorks order history or anywhere else saying that I've been charged. I would like a refund as I did not authorize this charge, and canceled the membership without penalty according to the instructions I was given and according to the website itself.

  Business response

  10/04/2021

  Business Response /* (1000, 5, 2021/10/01) */ 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, we found a second account that was cancelled today and also you were issued a refund today for $44.90. Your other account which is your original loyal customer agreement has been completed and no more charges will incur. If you ever decide anymore product you may do so without an autoship commitment. We wish you well. Sincerely, It Works! Consumer Response /* (2000, 7, 2021/10/01) */ (The consumer indicated he/she ACCEPTED the response from the business.) Duplicate account was created without my consent, and charged fraudulently- a complaint was made against distributor (******** ** today October 1st, 2021 for the alleged creation of second account and fraudulent use of credit card.

• Initial Complaint

  09/28/2021

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  I have tried to call to cancel my subscription to no avail. I wish to cancel my subscription and for IT Works to stop billing my checking account. Thank you for helping me resolve this issue.

  Business response

  10/01/2021

  Business Response /* (1000, 5, 2021/09/29) */ Dear *****, We have received your letter from the Better Business Bureau (BBB). Having your concern addressed and resolved is our top priority. We are sorry to hear you received an additional order after your loyal customer agreement was completed. Auto ships do not automatically cancel due to some customers continually receiving product every month. If a customer does indeed receive a 4th order, we are more than happy to refund the order as long as they abide by our Return/Refund Policy - https://static.myitworks.com/legal/pdf/returnspolicy.pdf. Please check your email as we sent you a return label that must be used within 7 days. Also, please be rest assured all future autoships have been cancelled and no more charges will incur. Confirmation# XXXXXXXXXXXXXXXXXXXX Furthermore, we do not have a record of you contacting It Works! If you need further assistance, please contact our Customer Service at https://itworks.com/contactus. We have various ways to contact us such as phone, fax, chat & logging into your loyal customer portal to submit a support ticket. Sincerely, It Works! Consumer Response /* (2000, 7, 2021/09/30) */ (The consumer indicated he/she ACCEPTED the response from the business.) The auto shipments will be stopped and no further billing to my debit card will be charged. My subscription been canceled. I appreciate your help with this situation. Thank you for your outstanding service. Job well done. Thanks again.

• Initial Complaint

  09/25/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a one-month supply of IT WORKS! Skinny Brew Coffee (2 bags with 15 single-serve packets each) and one package of IT WORKS! SuperOTG from Amanda Skaff, an IT WORKS! distributor. I tried the product for 8 days and the only results I got were extreme hunger, bouts of diarrea and weight GAIN. When Amanda was pitching the product, I never spoke to her in person - only via text. She created my account before I could really consider what I was getting myself into and never told me that I was signing up for a 3 month subscription. When I called the phone number listed on-line (XXX-XXX-XXXX) to talk to a person about my return, it was a pitch for a $100 gift card which I had to pay $1.95 for. No return info at all. The return policy for IT WORKS! is that you have to return items within 30 days and can only get a refund for UNOPENED packages. I would like my subscription stopped immediately and a full refund of $103.16. Thank you, ***** *********

  Business response

  10/14/2021

  Business Response /* (1000, 5, 2021/09/29) */ 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 account for you. You are not responsible for the membership fee. Also, we would like to give you our Customer Service contact information at https://itworks.com/********* . This site also has a Chat service available. Also, you may log into your Loyal Customer Portal to submit a support ticket. Further, we are sorry to hear about your results with the product. 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. Please be advised our Product Coach will be reaching out to about the products and our Return/Refund Policy. Sincerely, It Works!

• Initial Complaint

  09/10/2021

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  So I ordered a one month supply of Thermofight Xx in July. I received it in August and although the directions state to take 2 capsules per day, knowing I have a caffeine sensitivity, I adjusted my dosage to 1 pill per day to see how I would react on it. The first day I took it too late in the morning and subsequently was up quiet late in the evening. The next morning, I took my second pill earlier so to adjust to the caffeine intake again and I took it at 6am. Within 12 hours, I was in the bathroom, with uncontrollable diarrhea to the point my husband wanted to take me to the emergency room. I was in tears and could barely move. The next morning after calling out from work, I looked up the side effects and diarrhea was the top one listed. At the request of my rep I was advised to call in to the customer service line. The stated no refunds whatsoever since the bottle was open.

  Business response

  10/06/2021

  Business Response /* (1000, 5, 2021/09/22) */ 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 about your experience. 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, different sensitivity levels to the ingredients, if the product was used as indicated, etc. As a company, we do not guarantee specific results nor offer a money back guarantee. Our records show that our Product Coach reached out to you on September 3, 2021, to explain we were unable to refund opened product and they also apologized for customer service misinforming you that you would receive a phone call from our Quality Assurance Team. The customer service agent was informed of correct procedures. 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. Also, 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. Please refer to #1 and #4 of this link https://static.myitworks.com/legal/pdf/returnspolicy.pdf In closing, per the It Works! Return/Refund Policy we are unable to issue a refund for opened or used product. Sincerely, It Works!

• Initial Complaint

  09/07/2021

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I was messaged on fb by a ****** ******* ****** in Tucson AZ to try IT WORKS iced coffee she called me over the phone and took my information and the product was sent to me, I received the product and got 15 coffees for over 50.00 which she never stated was only half of a month supply, I facebooked her and asked for her to cancel my future orders and she stated I can not cancel for 3 months, after telling her that I do not have access to this company, to an account etc she stated I can cancel and pay a 50.00 cancellation fee, this is not ethical and I would highly discourage anyone from doing business with her or this company.

  Business response

  10/18/2021

  Business Response /* (1000, 5, 2021/09/08) */ Dear ******* We have received your letter from the Better Business Bureau (BBB). Having your concern addressed and resolved is our top priority. We have reviewed the information you have provided and apologize if the Loyal Customer Agreement was not clearly explained prior to your enrollment. Our records show that this matter was already resolved on September 7, 2021, as your account was cancelled and the membership fee waived. We wish you well. Sincerely, It Works! Consumer Response /* (3000, 7, 2021/09/09) */ (The consumer indicated he/she DID NOT accept the response from the business.) I was still charged a 50.00 cancellation fee which the company said couldn't be waived. Business Response /* (4000, 9, 2021/09/22) */ Dear *****, We are sorry to hear about this matter. However, our records do not reflect a $50 USD membership charge. If you have any charges, you may submit a copy to **********@itworks.com for review. Sincerely, It Works!

• Initial Complaint

  09/04/2021

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I haven't been using their products because it was upsetting me stomach. They then told me I must get a doctors note to state what's going on and send it to them within 7 business days. What kind of **** is that?! I've never heard of such a thing! So, I wrote a review on BBB as well last month and they replied that they would cancel my account, waive the $50 membership fee and send me a return label so I can send back what I received since it was unused. Well, I never got a label and I was just charged today so it looks like they didn't do anything they said they would!!!

  Business response

  09/30/2021

  Business Response /* (1000, 5, 2021/09/07) */ 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, we had emailed you today with a return label and we issued you a refund for $92.72. Also, we have asked you to notify us once you mail the package so that we may issue an expedited refund. On August 9, 2021, we had sent you a tracking number and had asked you to email us back once you received the product since the return label expires within 7 days. We did not hear back from you. Please email us at **********@itworks.com once you mail the return package so that we *** issue an expedited refund. Sincerely, It Works!

• Initial Complaint

  08/28/2021

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  A rep conned me into buying the Itworks products. I asked for 1 bottle of gummies and got 2 bottles; 2 bottles of cleanse and some fat burnet. $138.00 later and now I have another shipment coming and they already took the money from my account $138.00 and I tried to cancel the auto ship. My husband is on social security and I did not realize that this was continuous and they didn't honor my cancel request . I feel this is a big scam. Ripoff, XXXXXXXX That is my I.D. Number The rep is ******* ******** she will not answer my messages

  Business response

  09/16/2021

  Business Response /* (1000, 5, 2021/09/02) */ 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 that you contacted customer service on August 28, 2021 to cancel your autoship. Your autoship was cancelled and you had agreed to pay the $50 USD membership fee. However, due to the circumstances we have refunded the membership fee and cancelled your account. We wish you well. Sincerely, It Works! Compliance Department

• Initial Complaint

  08/27/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  8/26 AT 1936 I was called by Vicki H. ************ who described the it Works but spoke so fast that at no time did she state that it was a 3 month autoship program/committment. she had previously texted me asking for my email and address. She had asked for my cc info, Provided over the phone. I was not aware that she was creating my order and/or my account. I had told the previous rep, Joyce D., that I could try the product due to my previous bad experiences with other Ketones products from other distributors. at no time did I consent to a 3mth commitment!!!! or membership!!!! at 1952 text: login id#, temp password, upon looking into the account, I discovered the autoship. I attempted to cancel and was unable to. system would advise I'd have to pay a $50 membership fee if a cancelled, I clicked cancel. error message appeared, unable to cancel autoship Again, at no time was I advised by either rep that I would be entering a 3 month commitment and would be penalized.

  Business response

  09/10/2021

  Business Response /* (1000, 5, 2021/09/02) */ 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 account for you. You are not responsible for the membership fee. If you have unused product, we are more than happy to provide a refund. Please check your email today as we have emailed you a return label. For detailed return information, please see our full Refunds and Returns Policy at https://static.myitworks.com/legal/pdf/returnspolicy.pdf . Please be rest assured your account has been cancelled and no more charges will incur. We wish you well. Sincerely, It Works! Compliance Department Consumer Response /* (2000, 7, 2021/09/04) */ (The consumer indicated he/she ACCEPTED the response from the business.)

• Initial Complaint

  08/23/2021

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  I purchased a weight loss supplement from ItWorks. There's a three month supply requirement, or else one has to pay a $50 subscription service, so I paid $70.43 for one month on 12 Aug (incl. shipping & handling). I've used the product for 6 days. Each day I've been on it, I've been extremely tired & hungry, which has caused me to GAIN 6.4 lbs in six days. If I stay on this for 90 days, I'll be HEAVIER! I told the "friend" this evening that I want to cancel the autoship, & she said that I have to pay $50 to cancel the autoship or order some other product from the company. I've already tried the coffees they sell, and they're repugnant, so I definitely don't want those. Nothing else they have interests me. I'm not trying to get a refund for the $70.43. I tried the product & had the intention of following through on all three months, but it doesn't work for me, & I do not want any more of it. I'm giving lots of notice. Please allow me to cancel without penalty.

  Business response

  08/25/2021

  Business Response /* (1000, 5, 2021/08/24) */ Dear ******, We have received your letter from the Better Business Bureau (BBB). Having your concern addressed and resolved is our top priority. We are sorry to hear your claim about the product. And since our products produce different results for different people and different sensitivity levels to the ingredients, we do not guarantee specific results or offer a money-back guarantee. Thus, the reason we have listed all the ingredients on our Product Info Sheet which can be found on our main website. As a loyal customer, you do have the option of switching to an alternative product. However, due to the circumstances we can certainly waive the $50 USD Membership fee and we have cancelled your account today. We wish you well. Sincerely, It Works! Consumer Response /* (2000, 7, 2021/08/24) */ (The consumer indicated he/she ACCEPTED the response from the business.) Thank you for cancelling my account and ensuring that I will not incur any further charges from you, your company, or any other subsidiaries.

• Initial Complaint

  08/18/2021

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  I am trying to cancel my account with IT Works and the phone number listed is not in working order. X-XXX-XXX-XXXX. They are automatically taking $52.76 out of my credit card account and I would like that to stop immediately. Tried to stop the auto-ship on-line and believe that I have done so but I have no email confirmation. I would like my account cancelled and no further charges to my credit card.

  Business response

  08/23/2021

  Business Response /* (1000, 5, 2021/08/19) */ 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 having issues with our customer service telephone number. We have not received any reports and just checked that it is in working order. Our records show that your autoships were cancelled on August 18, 2021, and no more charges will incur. We appreciate all your business and your loyal customer agreement has been completed. If you ever decide to place an order, you may do so without an autoship obligation. Sincerely, It Works! Consumer Response /* (2000, 7, 2021/08/20) */ (The consumer indicated he/she ACCEPTED the response from the business.)

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩