ComplaintsforHiya Health Products LLC

• Initial Complaint

  07/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Its absolutely horrendous that company doesnt have customer service over the phone. Its completely ridiculous that a consumer cant cancel the subscription online and has to call only to get no answer and no response via social media. CANCEL SUBSCRIPTIONS!!!!!!! BOTH OF THEM!!!

  

  Business response

  07/03/2024

  Hi *****,

   

  Thanks for reaching out to us and sharing your review.

   

  We truly apologize for any inconvenience caused but currently, our phone number ************ is only able to receive text messages and we're glad that your issue has been resolved via text.

   

  To confirm, your subscription has been 100% cancelled and per your request, we also sent a confirmation email to assure you that your subscription is no longer active.

   

  Lastly, your current order is already in transit and it is expected to be delivered on July 6, 2024. If there are any issues with this order, please reach out to us so we can assist you.

   

  If there is anything else we can help you with, please don't hesitate to reach out.  

   

  We hope you and your family are safe. Have a wonderful day!
  

  
  Sincerely,
  The Hiya Family
  
  

• Initial Complaint

  04/11/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  This business only offers text and email support. I texted the given number to cancel by subscription as my kids did not do well with the vitamins that I previously ordered. I never received a response and it would not allow me to cancel online and now I am being charged for a new order. Still have not received any correspondence. Didn't receive an email prior about a new shipment. I'm unsure how a business can only allow text and email correspondence. Would not recommend anyone to this business and definitely do not agree to any subscriptions. They make it nearly impossible for you to cancel.

  

  Business response

  04/11/2024

  Hi ********,

   

  Thank you for sharing your feedback and we're sorry for any inconvenience caused.

   

  Upon checking, you previously had a subscription last 2023 under the email ************************ which you requested to cancel because your kids did not liked the taste of the vitamins and we cancelled that subscription immediately as soon we read your email.

   

  Additionally, we unfortunately did not received any email or text until today, April 11, 2024 to cancel the subscription under the email ***********************.

   

  Since the order you're trying to cancel is already shipped, we'll be happy to refund you once you sent back the product to the address below:

  ***** AMERICAS

  *******************

  ******, GA 30260

   

  To confirm, your subscription has been cancelled so there will no further charges.

   

  If you need anything, we can be reached via email at *************************************** via text at ************ and via DM at ***************************************************.

  
  
  Sincerely,

  The Hiya Family

• Initial Complaint

  04/07/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Contacted company by email through their website about canceling subscription and I continue to get an automated response. Next step will be contacting a lawyer. Poor business practices. This is a company for toddler vitamins, soon they will have a very bad reputation with many negative reviews.

  

  Business response

  04/08/2024

  Hi ****,

   

  Thank you for sharing your experience and we're sorry for any trouble we may have caused you.

   

  Upon checking, it seems like you're not getting our replies because we have been responding to your emails since February 2024. It's possible that our emails are getting routed to your spam/junk folder that's why you may have though that we're purposely not replying to your emails. We're sorry for any misunderstanding.

   

  Moreover, we hope you will receive our response here that we have already cancelled your subscription so moving forward, you will no longer be charged. Aside from our cancellation confirmation here in BBB, you may also check our confirmation emails sent from ************************************** as an assurance that any future charges will not arise.

   

  We're here to help if you need anything else.

   

  Sincerely,

  The Hiya Family

• Initial Complaint

  04/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  this business is a complete scam. i have contacted them on every single platform, number, emails, social media and they completely ignore my cancel requests and are steeling my well earned money every month. i see i am not the only one and i am horrified. these people are scamming everyone and if they are stealing money like this, my guess is that their vitamins are fake too. i demand a refund for every single month that i have been charged. i assume it is illegal to give people no way to cancel their subscription. thieves

  

  Business response

  04/05/2024

  Hi ****,

   

  Please accept our sincerest apologies for any inconvenience caused.

  
  
  We have responded to your email to shed some light on what has happened with your account and we'll truly appreciate your response.

   

  While we want to provide our detailed response here, we chose not to since it has your personal information and we don't want anyone getting a hold of your details.

  
  We hope you understand and we look forward in resolving this issue for you.
  
  
  Sincerely,
  The Hiya Family

• Initial Complaint

  03/31/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I had zero idea that with my first order I basically also signed up for a monthly subscription. Somewhat understandable as if I had read closely I may have caught such thing. However, when I did find out, it was through PayPals email telling me theres a pending payment to Hiya Health of $64.20. I immediately tried to see if I could cancel such transaction and order as its showing pending. Upon reaching out via email and text I was told the order is already processed so nothing can be done. I would be fine with all this if my child likes ***** product but she actually does not (multivitamin and probiotic from the first order). From the support page it doesnt seem like return is possible. I do not think Ill do business with **** again as it just seems overall very shady for a lack of better word.

  

  Business response

  04/01/2024

  Hi ****,

   

  Thanks for sharing your feedback and please accept our sincerest apologies for the inconvenience caused if there was any misunderstanding about **** being a monthly subscription.

   

  Due to system limitations, we are unable to stop, cancel or modify an order once it is already shipped. However, while we are checking if we can override the system, I have issued you a refund for the order amounting to $64.20. Please note that the refund may take 7-10 business days before it reflects in your account. 
  
    
  
  Once you received the order that we tried to cancel, please feel free to return it as long as the package is unopened via our return shipping address:  
  
  ******************* 
  ***************************** 
  ******, ** 30260 

   

  Lastly, we have also made sure that your subscription is cancelled so rest assured that there will be no future charges.

   

  Should you have any other concerns, please don't hesitate to let us know and we'll be more than happy to assist.
  

  
  Sincerely,
  The Hiya Family

• Initial Complaint

  03/24/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I have been trying to cancel my subscription and get them to stop charging my credit card now for the last 2 and 1/2 weeks. It is absolutely bad business that you can only reach customer service by text ( also you get different people responding to your texts every time so Ive had to repeat, send screen shots etc over and over again) or email. Every vitamin package has been sent back because their shipping department doesnt know how to fill out the proper paperwork to ship the vitamins to ******. The whole thing is an absolute nightmare and the irony is is that my son hated the vitamins said they taste chalky and upset his stomach. I now have him on Cymbiotika which is an amazing company much better products and customer service that knows what they are doing. If they dont give me my final refund I will be contacting my lawyer. This is not a good company, their doesnt seem to be any communication between the departments and nor do the people hired know what they are doing. I wish I had done more research and seen these reviews Im hoping I save someone from experiencing the same frustration as I and others have had with this company.

  

  Business response

  03/25/2024

  Hi *****,

   

  We are truly sorry for any trouble and frustration caused.

   

  To confirm, we have already issued you two refunds with the following breakdown below:

  February 9, 2024 Order #******* - A refund of USD $120 was issued last March 15, 2024

  March 10, 2024 Order #******* - A refund of USD $120 was issued last March 20, 2024

   

  Additionally, we have made sure to cancel your subscription on March 12, ***************************************************************** 2196 so we're genuinely not sure why you're seeing that you were charged again even though we made sure that the subscription is 100% cancelled. We suggest reaching out to your bank to inquire about the details of the March 20, 2024 charge but we would like to assure you that the last charge we made was on March 10, 2024 and nothing followed after that.

   

  We're here to help in any way we can so please do not hesitate to reach out if you need anything.

   

  Sincerely,

  The Hiya Family

   

   

• Initial Complaint

  03/24/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  This business makes it very difficult to cancel a subscription and requires you to have to contact the business via a form in order to do so rather than having an easy unsubscribe button option when logged into ones account. There is no cancel subscription option in the pre-filled subject fields as well making me as a consumer feel that the business is making it difficult to cancel in an effort to deter customers from doing so.

  

  Business response

  03/25/2024

  Hi ****,

   

  Thank you for your feedback and please accept our sincerest apologies to have disappointed you in any manner.

  
  We truly appreciate your time and efforts in sharing your valuable feedback with us as we are always looking for ways to improve. Again, we sincerely apologize for the stress and frustration caused but rest assured that your subscription is already cancelled so moving forward, you will not be charged again.
  
  
  If you have other concerns or additional feedback, we can be reached via email at *************************************** via text at ************ and via DM at ***************************************************.

  
  
  We hope you and your family are safe. Have a wonderful day!
  

  
  Sincerely,
  The Hiya Family

  Customer response

  03/26/2024

   
  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

  03/22/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I had a subscription for Hiya vitamins for 2 kids. The order that was placed on March 1, 2024 was for 2 multivitamins, 2 probiotics, 2 nighttime vitamins, and a pack of vitamin boosters that totaled $195.86. I didn't need refills for any of these and caught it early in the morning on March 1st (the date that the order was to be filled) so I got online to stop it and only found an email address, which I used to ask for them to stop fulfillment. I then saw a number to text to so I immediately sent a text to stop fulfillment. I received a text back later that said they could not stop fulfillment but that when I received it I could return the vitamins as long as they weren't open to 6454 *****************************. ********** ******* ***** and I would have to cover shipping. Around March 6th I received the vitamins and without opening them I put a label on and went to the ************* ************** on March 7th to mail the unopened package. Several days later, around March 13th I checked my tracking number from the postal service and they said the package had been delivered on March 12. March 20th I sent a follow up text asking for the status of the return. They wanted the tracking number to verify that the package was returned. I told them that I threw it away (because I saw it was delivered) and that I didn't know that I would have to provide that piece of information. March 21st they want me to check with the carrier?? I again told them I could not because **** doesn't keep track of those numbers per a statement from **** that I found online. I currently am waiting for yet another response as I have asked it they found my package that was returned, no response yet. The text conversations take days because of long response times. A phone number would be great to be able to talk to someone. I would like a refund as promised and the one subscription I have left on my account canceled. I no longer want to do any business with this company. The text conversation is attached.

  

  Business response

  03/22/2024

  Hi ********,

   

  We truly apologize for any inconvenience but we're glad that your issue has been resolved via text.

   

  We'd like to reassure you that your subscription has been cancelled and we have also refunded you $195.86 which you should receive in 7-10 working days.

  
  While we understand that you no longer have the tracking number of your returned package, as you know, some carriers will mark the order as delivered even though it was not so sometimes, we need to file a claim that we never received the return and the carrier will ask for the tracking number to retrieve the package. We're sorry for any hassle.

   

  Its our goal to make our parents' lives just a bit easier so if you feel we let you down in any way we apologize! We hope we can make it up to you. If there is anything else we can help you with, please don't hesitate to reach out.  

   

  
  We hope you and your family are safe. Have a wonderful day!
  
  Sincerely,
  The Hiya Family
  
  

   

   

  Customer response

  03/25/2024

   
  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

  02/13/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I went to cancel my subscription, which I was unaware existed because these vitamins gave both my children nausea and heart palpitations (obviously very concerning for a parent) and there is no way to cancel your membership on their website. You are prompted to email them and are unable to even skip a month of subscription without emailing them. I am now being charged for 68 dollars worth of vitamins which not only dont help settle my children to sleep but actually harmed them. Im not looking for a refund for original order,just for orders they are shipping to me without my consent after their product provided unpleasant side effects and none of the good claims.

  

  Business response

  02/13/2024

  Hi *****,

   

  Please accept our sincerest apologies to have disappointed you in any manner.

  
  We're glad that your issue has been resolved via text and we'd like to assure you that your subscription has been cancelled and we have also issued you a refund of $68 which you should receive in **** working days.
  

  
  Our intentions in determining your reason for cancellation is solely to offer you helpful suggestions to keep your family healthy and secure as Hiyas main mission. We apologize for any misunderstanding.
  

  
  We truly appreciate your time and efforts in sharing your valuable feedback with us as we are always looking for ways to improve. Again, we sincerely apologize for the stress and frustration caused.
  
  
  If you have other concerns or additional feedback, please dont hesitate to reach out to our customer service team.
  

  
  Sincerely,

  The Hiya Family

• Initial Complaint

  02/12/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On 2/6/24 I received my order of Kids Bedtime Essentials, Kids Daily Probiotic and Kids Daily Multivitamin. Unfortunately my daughter cannot handle the chalky sour taste of any of the vitamins. On 2/7/24 I sent an email to ****, asking them to cancel the subscriptions on all 3 products, and if they would offer a return for the remaining product. I have not received a response. They do not allow you to cancel any subscriptions online, they just refer you to their company email or a number to text. Which now seems very shady, wish I would have researched their cancellation policy more prior to purchasing. I would steer clear of this business at all costs. As the consumer should have control of future subscriptions, and a company without a phone number to contact customer service is a huge red flag.

  

  Business response

  02/12/2024

  Hi ********,

   

  Thank you for reaching out and we are sorry to hear about your recent experience.

   

  Upon checking, we did not received any email from you on February 7, **** but we did received a text from today, February 12, **** requesting to cancel the cancel the subscription.

   

  To confirm, we have cancelled your subscription so moving forward, you will no longer be charged and we also issued you a refund of $51.01 which you should receive in 7- 10 working days.

   

  If you need anything, we can be reached via email at *************************************** via text at ************ and via DM at ***************************************************
  

  
  Sincerely,
  The Hiya Family

  Customer response

  02/13/2024

   
  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. ↩