ComplaintsforNatureM.D.

• Initial Complaint

  02/09/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I have in writing that I was assured a full refund. Four days later, they shipped an order and now refuse to give me a refund they had already assured me was placed. I spent another 20 minutes on the phone with them to be assured once again that a full refund was being issued. I have now received emails that they won't issue me a refund. I have called again, and they are telling me they won't issue me a refund. I have in writing that I was issued a refund. I have an conversation with them stating I was issued a full refund. Now, they are refusing to issue me a refund.

• Initial Complaint

  11/26/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I made a purchase. I wanted a product but got confused and inadvertently I needed to stop my transaction. I could not find the **mpany phone number. So to try and stop this I called my credit card **mpany and explained the problem. The Nature MD still sent product and my credit card **. Paid ****** and change. As soon as product arrived. I called Nature MD. To ask for help. They told me to send the box back with all products. I did this immediately. I contacted Nature and was told 101.00dollars was sent about 5 days after return. So I asked why I received a credit for ******. When credit card **. Stopped they now owe me ****** and told me they will release the money after I get letter for them. A Dismissal letter. I feel that refusing to release remaining amount is what is needed for a dismissal check to disappear. But they said I will not receive anymore money until I give them a letter from credit card ** stating a Dismissal has been taken place. My credit card **. Says nothing stopping them from sending balance to them.

  Business response

  11/30/2023

  We are sorry this customer has had a poor experience. Unfortunately, once a dispute has been filed through the bank or card company, we are unable to issue any refunds or credits until we receive a letter from the bank showing the dispute was resolved. 
  
  The reason for this is due to our policies and procedures laid out by our fraudulent activity department. If we were to issue a refund without the bank dismissal letter, it is possible the bank would also approve the dispute on their end and remove the payment to the company, which would therefor mean we as a company did not receive any funds for the transaction and additionally paid the customer out of pocket for something their bank had already refunded. This is why we require the official dismissal letter from the bank for our records before we can issue a customer refund. I hope this helps to clarify why no refund will be possible on our end until the dimissal letter is received. 

  You can send the dismassal letter to ********************************** for review. Once approved,the remaining refund can be issued. 

   

• Initial Complaint

  10/28/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I am filing this complaint against Nature M.D. due to their egregious and persistent failure to cancel my subscription and remove my credit card information, despite multiple email requests starting on July 21, 2023. A representative failed to cancel the subscription, instead only pausing it, insisting that it was the same thing. Follow-up emails yielded no resolution. Eventually, a supervisor chimed in, assuring me that my subscription had been cancelled. Yet, my account status continued to read "paused," not "cancelled." Additionally, this supervisor ignored my demands to remove my credit card data. The attached PDF, *July 2023 Email Exchange.pdf*, contains the transcript of the exchange. I had to delay filing this complaint due to urgent personal matters. However, today, when I clicked on the link provided by Nature M.D. in our exchange back in July, I found that my subscription status is still "paused," and my personal information is still listed. It should be noted that this link is not password-protected and displays my name and mailing address, posing a significant security risk to me. I printed the results and saved them as *October 2023 Unprotected subscription record.pdf*, which is attached to provide evidence that the account is still not cancelled and that my personal data is improperly stored. This conduct directly contravenes the guidelines set by the Payment Card Industry ************************** (PCI SSC) and the US ************************ (FTC). PCI SSC specifies that merchants should only store customer names, card account numbers, and expiration dates for the time required for legitimate business or legal needs. Nature M.D.'s initial need to store my information for business transactions has been nullified by my explicit and repeated requests to remove this data. By failing to act on these requests, they are in clear violation of both PCI SSC and FTC guidelines, which advocate for the adequate safeguarding of sensitive customer information.

  Business response

  11/09/2023

  We are sorry to hear this customer has been unhappy with the service they have received. 
  
  We can assure this customer their subscription has been cancelled and no future billing will occur. We have our tech team looking into the Manage Plan link the customer has that shows "Subscription Paused" when the subscription is in fact cancelled. I have attached screenshots of our internal records showing the subscription status is "cancelled" for the customer and ******************** review as well. We are also in the process of updating our subscription management portal for customers to be more user friendly as well as provide more detailed information, and will be sure to include this feedback to the development team to make these improvements. 
  
  Pertaining to the customers information on file, unfortunately we are unable to delete the customer from our system - due to being a business and needing to keep accurate business and transaction records. However, I want to assure the customer that we do not have access to the customers card or payment information. When an order is placed in our system, we leverage to of the class providers to encrypt the data and we receive a "token" back. What this means is we don't actually have or keep credit cared information on file. Our business receives a unique identifier we then pass to payment processors that can be used by our company, and only our company, to submit charges on the account. Since the customers subscription has been cancelled, no future charges can occur. This token must remain on file for accounting records as well as refund purposes and can not be removed. 

   

   

  
  

  Customer response

  11/12/2023

   
  Complaint: 20795590
  
  I am rejecting this response because it is incomplete.

  While I appreciate the steps taken by NatureMD to confirm the cancellation of my subscription and by providing screenshots from their internal system, my profile still currently reflects a paused status. I will need to take their word that it is indeed cancelled, and this requires me to trust an organization that thus far has not earned my trust. But I will give them the benefit of the doubt, and I am hopeful that this discrepancy will be corrected for clarity for future clients.

  However, of equal concern is the unprotected online accessibility of my personal profile. As of November 12, 2023, at 8 PM Eastern Time, the link given by customer support in July (link in the *** attached to my original complaint - see screenshot taken today attached) still grants access to my mailing address and name without requiring a password. This oversight is alarming and needs immediate attention. The failure to acknowledge and rectify this issue compels me to reject the provided response and insist on a full resolution. It is crucial for the organization to understand the severity of this breach of my privacy and take swift action to secure my information.

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

  Business response

  11/15/2023

  When a customer signs up for a subscription, they are emailed a unique link to manage their subscription to their email. Each customer has their own unique link, which is why there is no password required to access the subscription information as it can only be accessed from this link directly - and the link is not provided anywhere else other than the original subscribers email address. 

  Our customer service team has access to send the unique link to a customer via emai should a customer lose their original link and need to access their account. 
  
  However, due to the customers ongoing concerns, the request has been forwarded to ************* to investigate disabling the link on this customers account so that no access will be available to anyone, including the customer themselves, moving forward. We will reach out to the customer via email once ************* has completed this request for confirmation as well.

  Customer response

  11/15/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and I trust that the company will do what it said it will do. There's not much more that I can do.
  
  Sincerely,
  ***********************************

• Initial Complaint

  02/09/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I've sent multiple E-Mails (dozens) addressing not receiving any E-Mail Order Acknowledgements or Tracking Numbers on any of my orders within the last 2 years after placing an order on their web site. I've spoken to **************** several times and escalated the issue to 2 different Supervisors the one being a ****************** without any resolution to the issue.I've advised United Naturals that I receive all their other marketing E-Mails but no Order Acknowledgements or Tracking Numbers anymore since 2020.The last time I received any E-Mail Order Acknowledgements or Tracking Numbers on any of my orders was back on 11/24/20 & 11/25/20.I have E-Mail documentation from 11/24/20, 11/25/20, 12/7/21, 12/11/21, 6/1/22, 9/8/22, 10/9/22, 10/11/22, 10/12/22, 10/14/22, 10/15/22, 2/3/23, 2/5/23 & 2/8/23.Since then I've had to call **************** to request my order number to confirm pricing and that the order was received and then later a Tracking Number because their system failed multiple times to send me any of my Order Acknowledgements or Tracking Numbers since 2020.Having to wait on the phone as long as 30 minutes or more many times and then not being able to speak to a Manager or Supervisor or even have them return my call over the last 2 years.The last Supervisor I spoke to was ****************** back in Oct 2022 and she assured me that she would have their IT Department to research what the problem was as to why I wasn't receiving any more Order Acknowledgements or Tracking Numbers via E-Mail.Well I placed a new order this month Friday, Feb 3 2023 and once again didn't receive any Order Acknowledgement.Today Wed, Feb 8 2023 I had to E-Mail **************** again for a Tracking Number for my Order# B1675436337172.I've wasted more time on telephone calls rather than having E-Mail technology resolve this issue.

  Business response

  10/17/2023

  ****************** contacted us at various times that he was not receiving automated emails with regards to his product orders placed at  www.unitednaturals.com.  Please note that ****************** received his purchased products and any orders he wished canceled were done so the same day he requested it.  It is important to note that ******************** has no issues with our products and his single issue was not receiving our automated emails. 
  
  We have looked into this with our engineering teams and the only way this may happen is when our automated emails were being blocked by spam filters associated with yahoo email accounts.  We have fixed this issue with the relaunch of www.unitednaturals.com to our new domain at  www.naturemd.com website.  We also now advise our clients to add our company to their contact lists to avoid these issues. We cannot control how our customers receive their emails and can only send them out as part of our services. 
  
  We do not definitively know why ****************** was not receiving automated emails about his orders and shipping, but we suspect it had to do with the spam blocking associated with yahoo.com emails.  We consider this matter resolved and we thank you for bringing it to our attention.

• Initial Complaint

  09/24/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I ordered a product on June 30th. I had heard nothing from them but I understand a lot of orders are backed up. I finally contacted the company today (9/24) to ask for help regarding my order that I had never received. They told me that my order had been delivered. I checked the *** website and it had been delivered in a completely different state: **** (I have no connection at all to this state.) I checked my confirmation email and my shipping address is entered correctly. I informed customer service that they had sent my order to another state and asked to either reship my product or give me a full refund. They informed me that since it had been after 60 days since my order was placed they would do neither. Again, I checked the *** shipping website and my product did not even ship until September 10th (well after 60 days) so I am not sure how I could have done something before this. .

  Business response

  10/17/2023

  We sincerely apologize for this customers experience and not receiving their order. While we do have a 60 day money back guarantee, I understand this customers frustration in not receiving their product at all. We will review our processes to make sure this issue does not happen moving forward. 
  
  Upon reviewing the account, a reshipment of the unreceived order was completed as a courtesty for the customer on September 27, 2022 and was sent out using *** with expedited shipping. As we have not received any other notification that this package was not received, we believe this has been resolved. If there is anything else we can do, please let us know. 

• Initial Complaint

  06/09/2022

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I placed an order with this company for a single jar of their GutConnect 365 product. I only ordered 1 jar online. After providing my credentials and credit card information and placing the order, I received a confirmation of the order for the 1 jar plus 6 additional jars of this product.There was nowhere on the webpage where I added the additional 6 jars to my order.Their online ordering process is quite misleading.I am requesting to cancel my entire order and to have any money charged to my credit card to be credited back to my account.

  Business response

  10/17/2023

  We apologize for any confusion our ordering process *** have caused, and have already taken steps to improve this process moving forward. 
  
  Upon reviewing the account, we can see the customer contacted us via email on the day the order was placed, 6/9/2022, to have the additional jars removed from the order and requested to only have a single jar sent. Per the customers request, we refunded the additional 6 jars that same day and removed them from the order, only shipping out a single jar. 
  
  The customers funds for the unintentional upsell were returned in full the same day the order was placed, and we consider this matter resolved. Please let us know if there is anything else we can do. 

  Thank you, 

   

  
  

  Customer response

  10/19/2023

   
  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,
  
  ***************************

*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. ↩