ComplaintsforOptimal Max Keto

• Initial Complaint

  12/06/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I was charged ***** from this company tried reaching out and you can't. I did not order anything or have I ever ordered anything, I want my money back.

  Business response

  12/07/2023

  Hello,

  We highly apologize for the inconvenience this may have caused you. We cannot pull up an account under the information you provided. Thus, we cannot take a look at your order. Further, can you provide us with the order number, the alternate email address that you might have used in the purchase, and the last four digits of your card used? We'd appreciate your prompt response on this matter. Thank you for being so patient.
  
  

  Customer response

  12/08/2023

  I do not have an order number if you had read my first comment I said i have never ordered from your company but yet I have a charge and I want the ***** back. 

  Business response

  12/14/2023

  Hello,
  
  We regret any inconvenience that the customer has experienced, and we assure you that we are doing everything possible to resolve their complaint.  We take great care to ensure that important matters such as this are properly managed. 
  
  Unfortunately, we are unable to locate an account for the consumer. Please provide the name/brand of the products and some information for us to be able to look up your account (name, address, phone number, email address the order is under).
  
  Thank you.

  Customer response

  12/14/2023

   
  Complaint: 20965400
  
  I am rejecting this response because: how can I have an order number if I have never ordered with your company. The name is *****************************. The address is *********************************************************************. But again I have never ordered anything from your site, I did not even know you were a business until I saw the stolen money. I want a refund and you are refusing to do so. 
  
  Sincerely,
  
  *****************************

• Initial Complaint

  06/08/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  June 7, 2023 Keto Acv. I went on the website and saw acted it would be $34 for one bottle, next thing I know they charged me $198.78 I contacted the company within one hour telling them that I didnt agree to this and I would like a refund and to cancel the order, I was told that it was already sent out for delivery. I just want my money back.

  Business response

  06/12/2023

  Hello *****,

  We apologize for the delay in response as we experienced an internal communications error that caused the delay in addressing this complaint. We're only been notified recently of this complaint.
  
  You have reached the complaints department for Optimal Max Keto and I think you have contacted the wrong company. We are not affiliated with Optimal Keto+ACV based on the information you supplied in your complaint.

  Please contact the company with which the purchase was made with to resolve this matter. Thank you for understanding.

• Initial Complaint

  04/13/2023

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  Order # ******* received 6/16/2022. Got returned authorization RMA # *******6573691968 returned on 6/22/2022 to PO Box ****, ******, ** ***** with RMA # outside package via Priority Mail 2-day **** tracking # **** **** **** **** **** 25 delivered 6/25/2022. I've contacted them on 7/2022 but no resolution from their warehouse or with customer service. 10 months have passed and still waiting for my refund. I recently emailed to ********************************** but have not gotten any response yet.

  Business response

  04/17/2023

  Hello,
  
  We would like to apologize for the delay that has taken place to refund your money for Optimal Max Keto for a total of $199.88. There have been some problems processing a refund. This is a banking issue that we are still working on.
  
  We are doing the best that we can to fix the problems, and assure you that you will receive your refund as soon as possible. This matter will have to be escalated to our billing department to confirm whether or not the reimbursement was successful. Once we receive a response, we will reach out to you to clarify further. Your patience is much appreciated. 
  
  Thank you for being patient with us and be assured that we value you as one of our top customers.
  

  
  Yours Sincerely,

  Customer response

  04/26/2023

   
  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.

  I received my refund. Thank you for your help.

  Sincerely,
  Magnolia Pitiquen

• Initial Complaint

  01/10/2023

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I have asked this company to stop sending me their Keto supplement and charging my account and end any subscription. They refuse to acknowledge my numerous requests and continue to send the product and charge me. The last order was dated 12/28/2022, item OMK-02 or OMK-D2, order # ******.

  Business response

  01/11/2023

  Hello ******,

  We appreciate you making us aware of your negative experience. While we'd love the opportunity to regain your trust, we understand how frustrated you must be. Our deepest apologies for any inconvenience this may have caused you.

  If you have not cancelled your account has rolled into a monthly subscription as agreed to by the terms and conditions (you had to agree to the terms to be able to place the order). We did not receive a cancellation request from you in the allotted time, so we naturally assumed that you were satisfied with the product and charged you accordingly, as agreed to by the Terms and Conditions.
  
  We went ahead and issued a full refund for the last order without the need to return the products. Please allow **** business days depending on your bank's processing time for the credit to reflect back to your account.
  
  Rest assured, the account is canceled and you won't receive any further charges.
  
  
  Thank you
  

  
  

  Customer response

  01/12/2023

   
  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

  01/09/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I saw an ad from this company offering a skin product to remove black spots, I requested 1 bottle for $59.99 on 11-22-2022. The product did not arrive, I called the phone number they have for **************** ************ a week later because I did not receive the item; and, they promise that the product was going to be sent without delay, two more weeks and the product never arrived. I called back and I was told they will provide a ************ when I review my bank statement I found three transactions from this company, one for $59.99 and two more for $169.88 that were never authorized, one was with date 11-22-22, and the other 12-22-22. I was forced to cancel my credit card and issue a dispute for all 3 transactions with my bank. Today I called the customer service number and they do not answer the phone, I was not able to reach the company. This is a scam.

  Business response

  01/11/2023

  Hello *******,

  We regret any inconvenience that the customer has experienced, and we assure you that we are doing everything possible to resolve their complaint. We take great care to ensure that important matters such as this are properly managed. 
  
  We highly apologize that you may have overlooked the terms. Your initial purchase rolls into a monthly auto-ship program if not cancelled 30 days from the order date. As a one-time courtesy, we went ahead and issued a full refund of $169.88 today. Please allow **** business days depending on your bank's processing time, for the credit to reflect in your account.
  
  Rest assured, the account is cancelled, and you won't receive any further charges. 

• Initial Complaint

  10/27/2022

  Complaint Type:

  Billing Issues

  Status:

  Unresolved

  More info

  In early may 2022 I found on face ookthT I could order 2 bottles of keto diet pls for only ***** maybe an hour later I decided to call them and ask if you have epilepsy can you tme these shedid. Not know and wouldn't findoutcor me so I said forget it and hung up nothing came to my house viamIl until maybe 6 weeks later I got a small package I opened it 2 bottles so my husband and I went to our bank and found out that the company had charged me ****** for the first shipment I never received another ***** forthe2 bottles ididget an also returned that day another *****

  Business response

  11/01/2022

  Hello *****,

  We regret any inconvenience the customer has experienced, and we assure you that we are doing everything possible to resolve their complaint. We take great care to ensure that important matters such as this are properly managed. 
  
  We apologize for the inconvenience it has caused you. Unfortunately, we can no longer process any refund on your account since you have already filed a dispute with your bank. We cannot process a refund because you have already requested one with them, which means that they already gave you or are going to give you the amount disputed. The best resolution is to coordinate with your bank regarding this matter. Thank you.

  Customer response

  11/02/2022

   
  Complaint: 18298196
  
  I am rejecting this response because:the business optimal  *** refused to return the amount of $259.87 because I could not show proof of not receiving the first shipment when they (optimal) did not send me something to send back to them saying I received the product

  
  

   

   

   

  
  

  
  

  
  Sincerely,
  
  ***********************

  Business response

  11/03/2022

  Hello *****,

  We apologize for the inconvenience it has caused you. Unfortunately, we can no longer process any refund on your account since you have already filed a dispute with your bank. We cannot process a refund since there is an ongoing investigation into the dispute you have filed. Either way, your bank may issue a refund if the claim is validated. The best resolution is to coordinate with your bank regarding this matter. Thank you.
  
  

• Initial Complaint

  10/25/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  I purchased the product from Optimal online in May of 2022. It was advertised as $39 deal. I received the package in the mail and a day or so later, I also received my credit card bill. There was a charge of $199.88 on it! I called the company and told them that I could not afford that and that it was not what they advertised. I asked to return the product for a refund. They said no problem and let me know the procedure. Attached you will see the tracking receipt where the company picked up my return at the **** on 6/11/22. On June 22, I called and disputed the charge because I was still not refunded. On JUly 25, 2022, I received a letter from my credit card company saying that they could not refund me because "the merchant has not violated the terms and conditions of the sale" and they closed my case. I was furious. I now had no product, and I was out $200! I called my credit card company again and they had me write a letter to reopen the case and i sent with the letter, the proof that I attached below, that they received my return and where was my refund? This went back and forth for the next few months. On 10/24/2022, I called my credit card company again because I received yet another bill with the $199.88 balance due on it. The woman i spoke with was no help. Told me to call the company because it's out of their hands now. I called the company and they said because I put a dispute in, they can't credit me! I have never heard this in my life. I told them that they have stolen from me. If they would have refunded my return, I wouldn't have had to put in a dispute. I also asked that since she can't refund me, then send me back the product because its mine. I bought it. She just kept repeating. I can no longer help you. I can no longer help you. I called back my credit card company fuming and am currently awaiting a call from a supervisor.

  Business response

  10/31/2022

  Hello ********,

  We regret any inconvenience the customer has experienced, and we assure you that we are doing everything possible to resolve their complaint. We take great care to ensure that important matters such as this are properly managed. 

  Unfortunately, we can no longer process any refund on your account since you have already filed a dispute with your bank. We cannot process a refund because you have already requested one with them, which means that they already gave you or are going to give you the amount disputed. The best resolution is to coordinate with your bank regarding this matter. Thank you.
  
  

  Customer response

  10/31/2022

   
  Complaint: 18305323
  
  I am rejecting this response because: my credit card company said that they are not refunding me because they optimal refuses to refund them. The charge is STILL on my account. 
  
  Sincerely,
  
  **************

  Business response

  11/01/2022

  Hello ********,

  We do apologize if you went through this process. Unfortunately, we can no longer process any refund on your account since you already filed a dispute with your bank. Once the customer calls their bank to dispute a charge they receive a temporary credit while the bank investigates. We are debited for the charge at the same time. At the point we cannot give the customer a refund because the bank took back the money from us. If we show the customer made a legitimate charge the customer loses the temporary credit and we are paid. Even if we win the dispute we have fees to pay that exceed $75 for every dispute.

   

  Thank you

  
  

  Customer response

  11/01/2022

   
  Complaint: 18305323
  
  I am rejecting this response because: This is absolutely insane. You have the product and $199. I have neither product nor my money. If the product is worth $199, you now have $398 in surplus. Say you had to pay $75 in dispute charges because you attempted to scam me. You are still up $323. I, on the other hand,  have no product and still owe $199. 

  How is this legal? 
  
  Sincerely,
  
  **************

• Initial Complaint

  10/18/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I have had 3 charges come out of my account in the past month. I havent received anything nor did I order anything. The number on the bank transaction does not get answered. I want my money back and the withdrawals to stop.

  Business response

  10/31/2022

  Hello *****,
  
  We do apologize for any inconvenience this may have caused you. If you have not cancelled your account has rolled into a monthly subscription as agreed to by the terms and conditions (you had to agree to the terms to be able to place the order). We did not receive a cancellation request from you in the allotted time, so we naturally assumed that you were satisfied with the product and charged you accordingly, as agreed to by the Terms and Conditions.
  
  As per checking, your account was cancelled and refunded $129.88 on 10/20/22. Rest assured, you won't receive any further charges.
  
  
  Thank you

  Customer response

  10/31/2022

   
  Complaint: 18231763
  
  I am rejecting this response because:
  
  Thank you for the initial refund however two more transactions need to be refunded as well. See attached pics please.

  
  Sincerely,
  
  ***********************

  Business response

  11/04/2022

  Hello *****,

  We apologize for the inconvenience as we are limited with the policies in place for the products. Therefore unable to issue any more refunds on your account. Please note that we strictly follow our 30 days return and refund policy which is indicated in our Terms and Conditions. It appears that you placed the original order on 09/03/2022. We hope you understand the matter on the situation that occurred on these charges. Rest assured, the account is canceled, and you won't receive any further charges. 

   

  Thank you

  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

  10/11/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I ordered this product expecting a one time charge. However they put me on a subscription and charged my card ******. I called to complain and ask for a refund which they told me I would need to send the product back and I could expect refund in 6-8 weeks. I did get a confirmation from *********** that the product had been picked up. I've watched and waited now for 3 months and still no refund. I have misplaced my PO information but called anyway. After talking to their rep I found out that regardless of it being received over 3 months ago at their facility since I don't have my PO information they will NOT refund the money. Seems to me that my account would reflect this information. I'm painfully aware that I'll be out the $****** but still want to possibly prevent someone else from making the same mistake.

  Business response

  10/17/2022

  Hello *******,

  We regret any inconvenience that the customer has experienced, and we assure you that we are doing everything possible to resolve their complaint. We take great care to ensure that important matters such as this are properly managed. 

  We highly apologize that you may have overlooked the terms. Your initial purchase rolls into a monthly auto-ship program if not cancelled 30 days from the order date. As a one-time courtesy, we went ahead and issued a full refund of $199.88 as the customer requested. Please allow **** business days depending on your bank's processing time, for the credit to reflect in your account.
  
  Rest assured, the account is cancelled, and you won't receive any further charges. 
  

  
  

• Initial Complaint

  10/11/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I did not even look at their website! I didn't even know who they were. Their product just started arriving at my old address. Because I didn't order it I hoped it was a mistake and I wasn't charged, just that they used a wrong address. But they kept coming each month. I kept meaning to check my account to see if money was coming out But I kept forgetting. I was hoping at worse it would be $50-$60 dollars a month but they were taking out $159.88 a month! It happened at least 4 times! I have moved since but I'm guessing it still went to the other address! They are bottles of Ketogenic weight loss pills. I'm not sure if that is the right address I gave you of theres I guess they have different locations but it is the right company and there is no address on the bottles. My previous address that They sent the product to is ****************************************************************************. I have the bank statements showing the withdrawals and can get them online. The payment has been stopped with my bank which is ***** Fargo. Thankyou for anything you can do. Hopefully I will get my money back? It angers me that people do this! I don't have a lot of money in the first place. Thanks tho.

  Business response

  10/14/2022

  Hello *****,

  We regret any inconvenience that the customer has experienced, and we assure you that we are doing everything possible to resolve their complaint. We take great care to ensure that important matters such as this are properly managed. 
  
  We highly apologize that you may have overlooked the terms. Your initial purchase rolls into a monthly auto-ship program if not cancelled 30 days from the order date. As a one-time courtesy, we went ahead and issued a full refund of $319.76 without the need to return any of our products. Please allow **** business days depending on your bank's processing time, for the credit to reflect in your account.
  
  Rest assured, the account is cancelled, and you won't receive any further charges. Thank you for being so patient. If you need anything else, let me know if I can help.

*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. ↩