ComplaintsforKIALA Nutrition

• Initial Complaint

  02/08/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I placed an order with KIALA Nutrition 1/7 for $44.89 and received it on 1/20. I ordered these viral greens that Ive been seeing all over social media. On the day they were delivered I opened the container, it smelled rancid and putrid for it being tropical splash flavored but I gave it a chance- I didnt think it would taste amazing being that it is greens but I expected it to be decent at least with all this hype, ultimately having the benefits outweigh the meh taste. I made the greens drink like it said on the container and one sip.. single handedly the WORSE thing Ive ever tasted, I couldnt even swallow it without gagging. I couldnt believe how this was viral with how bad this was. Ive had greens from other places before and none of them came close to being this bad. I contacted the company immediately after, stating what I said above, and that Id like to return it for a refund. At this time they refused and said they dont accept returns on open products, I referred to the refund policy on the website to see it does say they do not accept opened items. I asked if it couldve been stored incorrectly or be expired despite all the rave reviews out there and there was no expiration date of any kind on the container. My email was ignored, I sent it again, still no response. I then sent it in another inquiry under the contact us tab, asking the same thing as well telling them to cancel the subscription/automatic refills. I didnt hear back from that inquiry either so I sent the same message in another inquiry, still silence. I sent a message through the order confirmation email I got, again telling them to cancel. Still no response. I tried to navigate through the website to see if there was a way to cancel there. There was no way to login to an account to cancel or manage the said subscription, so I waited and waited then searched again, still with no response from the company. The evening of 2/5 I got a notification that I was charged $44.04 from KIALA Nutrition, obviously frustrated I started messaging them again, to every promotion email Ive gotten through my email as well as through the contact us tab. FINALLY, I get one reply saying that they refuse to cancel the order and sent me a link to cancel. I used the link to cancel the subscription and got a confirmation email that it was cancelled, great. But how about the money I was just charged for- which has not been shipped and is still pending the charge. I was told I shouldve canceled sooner and you can manage your subscription anytime and cancel, but you didnt and sorry is what I was told. Very frustrated at this point, I told them that I will be returning it once I get it then and asked for the return address. They refused to give me any sort of address and told me that they dont do returns or refunds on subscription. Although I dont have proof of this, Im 99% sure this was not in that return policy when I checked it regarding that first order- just promotional products, damaged and opened items were not returnable. Again, I asked for and refund and to return this item- especially since all of my attempts to contact them were ignored. They refused once again, so I said if they were not going to work with me- since this second order was out of my control, I would be doing a chargeback. They then told me they will be turning me over to authorities for fraud and illicit actions immediately. I told them it wasnt fraud, Im just trying to get a refund on something that was ultimately out of my control, I would be sending the product itself back- as I have no use for it, frankly it is disgusting and most likely expired. They again told me it is 100% fraud and they will not tolerate it and will be contacting my bank and local law enforcement immediately. Im at a loss for what to do. The bank will not reject or block the transaction and told me to contact the company for a resolution. Clearly Im not getting anywhere. Apparently there is only one person that works there-*****, no manager of any sort. This should not have escalated to this level, I just wanted to cancel and not be charge for this product. They have no intentions of solving any of this fairly and it is frustrating and flat out sad. I love supporting small businesses but when this happens- its very disappointing. Im a single mom taking care of two kids and I cant afford to just throw away money like that, especially in these times. I hope we can find a fair resolution with your help, I would hate for others to be scammed by this company like I was. Also, I would like to point out there is also no contact information such as address or phone number on the website, simply one email address- which I find very odd.

  Business response

  02/09/2023

  Hi. This customer signed up for a subscription to receive the super greens every 30 days, on January 7th. Please see attachment for proof. This customer never cancelled her subscription prior to the next 30-day supply order processing (customers have access to manage their own subscriptions and cancel if they wish to do so), and she also never contacted us about not wishing to cancel it either. Her second order processed one month later, on February 6th, and was shipped out immediately, as all our subscription orders are, to ensure they're promptly shipped out to our subscribing customers. It was not until after her second order shipped out, that she reached out to us, asking for her subscription to be cancelled. We immediately cancelled her subscription for her moving forward, but we explained that the most recent order had already been processed and shipped, since it was still an active subscription at this point. Again, customers are responsible for managing their subscriptions, since they signed up for them. All we are doing is filling orders as they process in our system. Our refund policy is on our website, as is our subscription management portal. This customer is simply angry that she has to pay for something she ordered and forgot that she had subscribed. We have a great incentive for customers to subscribe (30% off plus a free mixer), so she was trying to beat the system by "subscribing" and getting the great deal, but then she forgot to cancel her subscription prior to the next order shipping out. Thank you! 

  Customer response

  02/13/2023

   
  Complaint: 19343484
  
  I am rejecting this response because I most definitely reached out to them. I attached what I have through email. When I used to contact us link I was not sent any sort of follow up or confirmation so I dont have proof on those. Im not just trying to get my money back for not cancelling I TRIED multiple times and there is no way to log into any sort of account to manage subscriptions. I had to go through the *** to find it.
  

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

  Business response

  02/13/2023

  This customer NEVER contacted us PRIOR to her subscription renewing, processing, and being shipped out. Once subscription orders process and ship, they are final-sale, per our refund policy, and cannot be returned or refunded. We have a "manage subscription" tab on our website where customers can modify and/or cancel subscriptions at any time. Our customers hold the ultimate responsibility for managing his/her subscription. 

  Customer response

  02/13/2023

   
  Complaint: 19343484
  
  Again, I have proof I tried to reach out. Attached. If you wouldve sent me that link or provided where to find it after those emails, I wouldve cancelled. Any other subscription Ive ever had- you have an account to log into where you manage it. You put it where you did so people wouldnt be able to access it easily resulting in you getting more money out of them then blame it on policy. 
  
  Sincerely,
  *************************

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