Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:01/02/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I started in October 2024 trying to create a protein with this company, and indeed, after the initial process, they finally sent me the quotation with the protein's price. When I saw the price, I wrote to the person in charge and asked on two occasions if the quoted price was correct. This person responded twice, confirming that the price was accurate, even after a video call.I accepted the price and proceeded with the initial payment of $7,280, which was made on November 11, 2024. However, on November 12, 2024, the day after the payment, this person called me and said, "Sorry, but I made an error in the quotation, and the actual price is much higher." I immediately told them that if the mistake was theirs and the cost was much higher, they should refund my money because I was not interested in paying a price different from what was previously agreed ******* of today, January 1, 2025, after countless emails and calls, the company NUTRACAP has not refunded my money. They have neglected my claims, and the management has never addressed my complaint.For this reason, I turn to you to request your assistance in facilitating the refund of my money, which is ultimately all I want. This company has acted fraudulently by retaining my money without justification. I hope you can help me.Sincerely,**** del Barrio Padrn

  Business Response

  Date: 01/20/2025

  Dear Ms. ***** and *************************** you for bringing this matter to our attention. We apologize for the inconvenience and frustration caused by this situation.

  After reviewing the details of the complaint and the circumstances surrounding the pricing error, we have decided to issue a full refund of $7,280 to *************** The refund process is currently underway and will be completed within 5-7 business days.
  
  We acknowledge the error made in the quotation process and regret any distress it may have caused. We strive to maintain transparency and professionalism in all our dealings, and we will take steps to ensure that such errors do not recur in the future.
  
  If you have any further questions or require confirmation of the refund once processed, please do not hesitate to reach out to me directly.
  
  Sincerely,
  ******** *****

  Customer Answer

  Date: 02/06/2025

   
  Complaint: 22759661
  
  I am rejecting this response because: 

  Request for Assistance Unfulfilled Refund by Nutracap ID ********. Dear Better Business Bureau Representatives, I am writing to formally escalate a matter regarding Nutracaps failure to fulfill their commitment to issue a refund. As stated in their response, the company agreed to process a full refund of $7,280.00 USD within 5 to 7 business days. However, despite the agreed timeline having elapsed, the refund has yet to be issued. This failure constitutes a clear breach of their commitment and reflects a lack of accountability and professionalism. As a customer, I find this unacceptable, as it has not only caused unnecessary delays but also eroded my trust in their business practices. Given the circumstances, I respectfully request BBBs intervention to ensure that Nutracap follows through with their obligation. My goal is not only to secure the refund that I am rightfully owed but also to hold the company accountable to prevent similar issues for other customers. I have attached all relevant documentation to support my claim, including Nutracaps correspondence confirming the refund timeline and proof of the amount owed. I appreciate your prompt attention to this matter and look forward to your assistance in facilitating a resolution. Please do not hesitate to contact me at the details provided above should you require any additional information. Sincerely, **** Del Barrio ************************************************************

  
  
  Sincerely,
  
  **** Del Barrio

  Business Response

  Date: 03/17/2025

  Dear Ms. **** del Barrio Padrn and BBB,
  

  Thank you for bringing this matter to our attention through the Better Business Bureau. We sincerely apologize for the inconvenience and frustration you have experienced regarding your transaction with Nutracap.

  We recognize your request for a refund of the $7,280 payment made on November 11, 2024, and understand your dissatisfaction stemming from the pricing discrepancy you encountered. It is our intention to address your concerns promptly and fairly. However, we must inform you that Nutracap has filed for Chapter 11 bankruptcy. Due to the legal implications of this filing, we are currently unable to process payments or refunds for any balances open prior to the filing date (January 14th 2025), including your payment.

  Please understand that this restriction is a result of the bankruptcy proceedings and is not within our immediate control. We recommend that you consult with a legal professional or file a claim with the bankruptcy court handling Nutracaps Chapter 11 case to seek further recourse for your refund. We regret that we cannot directly resolve this matter at this time and appreciate your patience and understanding.

  If you have any additional questions or need further assistance, please do not hesitate to contact us. We value your feedback and are committed to improving our processes moving forward.
  
  Sincerely,
  Nutracap

• Initial Complaint

  Date:11/21/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I contracted Nutracap to make a supplement for me. They took the order and agreed to make the product. No communication for months and now they are saying that they not able to make the product. They refuse to refund the money that I have given them. They have been passing the **** for about three months. ***** ***** said that the refund has been authorized but she will not refund the money. They just want to steal my money and this is how they stay in business. They are uncooperative at every turn and continue to pass the ****. This company is not worthy of your time.

  Business Response

  Date: 12/16/2024

  Dear Mr. ********************* you for bringing your concerns to our attention. I deeply regret the frustration and inconvenience this situation has caused you, and I want to assure you that we take your feedback very seriously.
  
  As you may be aware, the supply chain landscape has been challenging globally, and we have been facing significant hurdles in sourcing some key ingredients required for manufacturing your product. This issue has been compounded by disruptions such as raw material shortages, supplier delays, and logistical bottlenecks, which have unfortunately impacted our ability to fulfill certain orders within the expected timeframes.
  
  That being said, we understand the importance of clear communication, and I apologize for any lapses on our part during this process. We could have done a better job keeping you informed about the status of your order and the challenges we were facing.
  
  Please know that we are already in touch with you directly to work toward a resolution. Our team has been actively reviewing your case, and we are committed to ensuring a fair outcome. We are addressing the matter internally to ensure a faster resolution and to avoid similar situations in the future.
  
  Again, I sincerely apologize for this experience and thank you for your patience as we work to make things right. If you have any additional questions or concerns, please dont hesitate to reach out to me directly.
  
  Best regards
  

• Initial Complaint

  Date:11/18/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I paid them to duplicate my existing powder formula. I provided samples for them to compare with what they were paid to make me. They provided samples to me in a timely manner HOWEVER, their samples did not completely dissolve in water. They should have known that their ingredients wouldn't dissolve before taking my money. When I told my rep *** the issue he told me it was the magnesium that wasn't dissolving. A few days later he sent me another email stating that it was the citrulline. To this day I'm still not sure what wasn't dissolving. Then he told me that they could get a citrulline that would dissolve but i would have to pay another $1000.00 for more samples. WHAT A GREAT SCAM! I asked to talk to the CEO but they refused (in writing0 to give me his email address. They have refused to refund my initial 'samples fee" and will not put me in touch with anyone in authority. THIS COMPANY IS A SCAM AND I WOULD NOT RECOMMEND THEM TO ANYONE. I've been selling my product for 20 years.

  Business Response

  Date: 12/16/2024

  Dear Mr. ****************** you for bringing your concerns to our attention. I have already communicated directly with you regarding the issues you raised, and I appreciate the opportunity to address them.

  We understand your dissatisfaction with the initial prototype samples, and as discussed, we are committed to reformulating your product and exploring an alternative formula to better align with your specifications. Please note that this is still within the prototyping phase of development.

  As stated in our terms and conditions, prototype samples are non-refundable. These terms are standard within our industry and were clearly communicated at the outset of our agreement. Additionally, our pricing includes up to two revisions as part of the prototyping process. We have already provided these revisions to you at no additional charge.

  We take your feedback seriously and are committed to working collaboratively to resolve this matter within the scope of the prototyping process. Should you have any additional questions or need further clarification, please do not hesitate to contact me directly.
  
  Thank you for your understanding and your continued collaboration as we work toward a satisfactory resolution.

  Customer Answer

  Date: 12/17/2024

   
  Complaint: 22572401
  
  I am rejecting this response because:

  1) I was very clear as to what we wanted and provided samples for you to duplicate.

  2) If you couldn't duplicate my product you should have told me before making samples.  You should have known that your product would not dissolve and that would have been the end.

  3) I was told (in writing) that it was the magnesium then I was told it was the citrulline.

  4) Your indecisive replies regarding the non-dissolving ingredient(s) has made me lose all confidence in your ability to manufacture a duplicate product.

  5) ****** should have done his homework before creating samples.  He dropped the ball not me.

  6) After reading other reviews I firmly believe that you are incapable of providing what we agreed upon.

  7) Because your staff were not honest and forthright with me I feel that I was scammed especially when you asked for more money to try to do what you were supposed to do with the first samples.
  
  Sincerely,
  
  ***** *****

  Business Response

  Date: 01/20/2025

  Dear Mr. ****************** you for the opportunity to address this concern. We value our customers and take all feedback seriously.
  

  Background and Context:
  

  Mr. ***** requested that we replicate an existing formula, and we were provided with samples for reference. It is important to note that while we strive to replicate formulas as closely as possible, exact duplication can sometimes pose challenges due to variations in ingredients, sourcing, and formulation processes.
  
  Response to Key Points Raised:
  
  Formula Differences: The formula we were asked to develop contained variations in ingredient composition and sourcing compared to the original sample. We communicated this during the process and highlighted that such differences might affect the final product's behavior, including solubility.
  
  Ingredient Identification and Resolution: As part of the development process, we identified potential issues with magnesium and citrulline in the original sample and worked diligently to address them. The iterative nature of prototyping means adjustments are often required to meet specifications.
  
  Prototype Policy: Our standard practice includes two rounds of revisions at no additional charge, as outlined in our terms. Beyond this scope, additional fees may apply. These terms were agreed upon prior to starting the project and are customary in our industry.
  
  Concerns About Transparency: We regret any perception of miscommunication. Our team, including ******, provided updates as we worked through the challenges of matching the formula, including the non-dissolving ingredient. However, certain limitations in replicating proprietary formulations were unavoidable.
  
  Proposed Resolution:
  We remain committed to resolving this matter amicably:
  
  Additional Efforts: We are open to providing one additional round of adjustments at no charge to improve the formula's alignment with expectations.
  Alternative Approach: If further development is not desired, we are willing to explore a partial credit toward a future project as a gesture of goodwill.
  We are confident in our ability to collaborate effectively with Mr. ***** to reach a mutually satisfactory resolution.
  
  Thank you for your time and understanding. Please feel free to reach out with any additional questions or clarifications.
  
  Sincerely,
  ******** *****

• Initial Complaint

  Date:08/16/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I gave a PO to Nutracap Lab for 4 products November of 2023. It is now 9 months latter and I have the products but they were not manufactured properly. One of the products had black clumps in it ( not sellable) which shows that they may not have turned on their dehumidifier during blending and encapsulation or they didn't dry the equipment after cleaning etc. None of the products had desiccants in them which is standard when you working with Amino Acids and Vitamins. Georgia has an average humidity of 71% and if you are going to operate a supplement business it is a given ( standard procedure) to use desiccants to take precaution for humidity. They are not going to have any shelve life and the potential for pathogen growth. The label on one of the products is not *** compliant . which I attached along with the color which should be Pharmaceutical white. I have had this company for 45 years now and have never had a situation come up as bad as this one. These formulas have had a lot of research behind them and I take pride in a product that I also had a medical label on for 17 years. I might have to shut the whole operation down.

  Business Response

  Date: 08/23/2024

  Dear Better Business Bureau,
  Thank you for bringing this matter to our attention. At Nutracap, we take all customer concerns very seriously and strive to maintain the highest standards in our manufacturing processes.
  We have thoroughly reviewed the issues raised by the customer regarding the products ordered in November 2023. Please allow us to address each concern:
  Manufacturing Procedures: At the time of production, all standard procedures were strictly followed, including proper dehumidification and drying of equipment during blending and encapsulation. Our Quality Control (QC) team conducted comprehensive checks throughout the process, and all products met our stringent quality standards before they were packaged and shipped.
  
  Final Product Testing: The final tests on the finished products showed normal and acceptable results, with no signs of contamination or irregularities. However, we recognize that in this industry, there are several factors beyond our control that can affect a product post-manufacture. These include:
  
  Temperature Changes: Exposure to high temperatures during storage or transport, particularly during the hottest months of the year, can cause discoloration or other changes in the product.
  
  Moisture Exposure: Capsules and powders can absorb moisture from the environment, leading to changes in texture and appearance. However, environmental factors during storage or transport could have contributed to the issue.
  
  Desiccants and Packaging: We acknowledge that desiccants were not included in the packaging. While desiccants are standard for certain products, it does depend on the product. We are reviewing our processes to ensure adherence in any case in which desiccants are required. 

  
  Currently, we are actively working to resolve the situation. The customer has requested a remake of the affected products, and our team is diligently working on this to ensure they meet the highest standards.
  Nutracap values our customers and is committed to delivering products of the highest quality. We deeply regret any inconvenience and are dedicated to making things right for the customer.

  Customer Answer

  Date: 08/23/2024

   
  Complaint: 22155061
  
  I am rejecting this response because:  I have been in this business since **************************************************************** these types of supplements Especially when making Amino Acid Products like these. They are Hygroscopic in nature (attract moisture) Nutracap is in Geogia which generally runs between 71 to 91 percent humidity and yes it is the hottest time of the year. These precautions should be standard procedure so that the manufacturer and the customer don't have to worry about changes in powder color, clumping and consistency. The public and the stores and medical professionals will not accept this product. These precautions also affect shelf life . I had Nutracap manufacture 4 products all of which have no desiccants in them I have opened some of each different product and have seen some signs of early ******** even though they are brand new. I did testing by and independent lab that I use for double checking these products and we found one of the amino acids at 1/5th of label claims ( cysteine ). I did not check them all but this makes the rest of the manufacturing suspect. Since moisture leads to pathogenic activity and ******** I can't for the life of me figure out why any supplement company wouldn't take these precautions. The label on this product is actually not *** compliant . I attached one that is compliant done by another label company that I have used for 40 years. For the last year the communication has been severely deficient. They authorized the labels without me looking at them. I was sent the labels after the fact. If I had used my own graphics company this would of happened. They would of had to wait for me to authorize the labels and have them made and sent to them. that part of the project was unacceptable. The estimated time to get the products manufactured for first time runs was I think 9 weeks. I had their procurement department source a couple of amino acids for me so I allowed more time for the project, and we are now headed toward a year. I had to stop everything and let go the sub contracted workers.  I have spent money and Time I should not of had to spend on this project. by the time they get done with the Amino Build I might as well forget it and it doesn't solve the problem with the rest of the products and the project in general. Basically the response is a standard response and doesn't mean anything.

   

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

  Business Response

  Date: 08/26/2024

  First and foremost, we would like to sincerely apologize for the dissatisfaction you experienced with our product. At Nutracap, we are deeply committed to delivering high-quality products that meet or exceed the specifications our customers expect. Your feedback is invaluable to us, as it helps us continuously improve our products and services.
  We understand the importance of ensuring that every product that leaves our facility meets the highest standards of quality, and we regret that your experience did not reflect our commitment to excellence. To demonstrate our dedication to your satisfaction, we offered to remake the product at no additional cost. This is our standard approach to rectifying situations where our products do not meet the expected standards, as it allows us to ensure that you receive the quality you deserve.
  However, we fully respect your decision and understand that you are adamant about receiving a refund instead. In light of this, we will process a full refund for your purchase, as requested. Our goal is always to ensure that our customers are fully satisfied, and we believe that this action best aligns with your current needs.
  Please allow 21 days for the refund to be processed back to your original method of payment. If you have any further questions or concerns, or if there is anything else we can do to assist you, please do not hesitate to reach out. Your satisfaction is our top priority, and we are here to help in any way we can.
  Once again, I apologize for the inconvenience you have experienced, and I thank you for bringing this matter to our attention. We value your business and hope to have the opportunity to serve you better in the future.
  

  Warm regards
  Team Nutracap

   

• Initial Complaint

  Date:01/31/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  ************* has had my money for over 4 months, and I cannot get an answer from them as to when I will receive my product or what is holding it up. I want the product quickly or my money back.HISTORY:On September 21, 2022, I contracted with NutraCap Labs to make 288 bottles of a nutritional supplement that was already on the market (the previous manufacturer increased the minimum quantity so that it no longer made sense to use them). On that date, I paid NutraCap Labs a down payment (via credit card) of $1,352.52. Earlier, on September 3, I received a promotional email from NutraCap stating: We are very proud to offer the industry leading production time of 5 weeks or less for all orders once your labels are here. That includes first-time orders as well!On September 20, I emailed our existing completed label to NutraCap. On October 26, my NutraCap Brand Developer said their compliance department required changes to some wording on the label. I asked him what wording they wanted, and he said he would let me know. He was not able to get me a definitive answer until November 16, (another 3 weeks) which I approved immediately.Almost two months later, around January 9, 2023, I called and again spoke with my NutraCap Brand Developer. I said I needed to have some kind of timing estimate for the manufacture and delivery of my product. He said he would call me back that night. I have not heard from him or NutraCap Labs since. Since then, I have made additional requests to check on the status and have received no answer.It is now January 31, 2023, over 4 months after paying my deposit. The product has not been made and I cannot get an answer from NutraCap Labs as to when it will even be manufactured. I need my order quickly or I need my money back.

• Initial Complaint

  Date:01/18/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We placed an order on July 19, 2022. Among them, some bottles were refunded from our previous order which was placed in Oct 2021 but some products were defective because of blurring printings of MFD&EXP. After we put this batch of products on sale in just 2 weeks, we got two complaints from our customers indicating the issues of the inner seal liner being poked open while the seal of the lid was intact. We have kept some products ourselves. After getting the reports of this issue, we also checked the bottles we had. We opened only 3 bottles and 2 bottles had exactly the same issues as our customers. We contacted NutraCap on 12-18-2022 on this issue. They responded that their Quality Control Team needed time to review this issue. But we didnt hear anything back from them in the next 20 days until last week we got another report from one of our return customers reporting all 3 bottles she purchased had the issue of the inner seal liner broken. (We actually put our products on hold and waited for an answer from NutraCap so only a couple of return customers put orders during this time period.) We contacted NutraCap again about it providing them with a short video from this customer. Finally, ********************** answered the report from their Quality Control team stating the problem with the inner seals is that the machine that heats the seals was not well calibrated and the seals were overheated and stuck to the cap, so when the bottle is opened, the seal is ripped off. They offered a generous discount for next order. But considering NutraCap Labs consecutively failed to deliver qualified products on our two orders., we had been waiting for more than a year and a half but got nothing so we request a full refund this time. Then they started to play dead again with no response at all to our refund request. Therefore, we have to file this complaint here to get our money back ASAP.

  Business Response

  Date: 01/27/2023

  The product we made for the customer was shipped to *****. So while we received complaints from the customer that several consumers reported that the seal attached to the lid was perforated, we have no way to recieve back the entire lots of product to perform a comprehensive quality check. We checked our retains and it was determined by our Quality team that it was possible due to the heat application of applying the lid that some of the seals may have stuck to the lid so when opened, it pulled part of the seal away from the bottle. The product itself is not contaminated in anyway. Due to the inability to receive back the product, we have no way of knowing the extent of the issue. We've have given the customer a credit for the cost of the product and also a credit for the cost of shipping to *****. 

• Initial Complaint

  Date:10/11/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Staring March 31st, 2022 my Co-Founder and I began having communication issues with our brand developer *** as we were not able to reach him consistently. Around May 21st we were informed that *** moved to another role and that ***** was now our new point of contact. We believed this would ensure proper communication between us and Nutracap moving forward, however we continue to experience the same level of service. In between several weeks with no touch bases or updates we somehow made it to the label creation phase and their team was receptive and responsive (seriously, thank you label team). Please note we have already paid for 50% of the project. After the design was completed we continued and the overall project was projected to be completed around early September. Mid-August we were informed that there was an ingredient on our list that they were having trouble sourcing and testing. Upon requesting an update on said ingredient we received nothing for almost 3 weeks. We are now being told more is on the way but none of our calls or messages are being returned ongoing 2 more weeks. We have spent $3,657.25 (50%) with them already and when calling HR the system sends an automatic text reply stating, Sorry, I cannot talk right now. Overall, we are very displeased with this level of service and do not wish anyone else to spend their time and energy with a company that does not value their customers

  Business Response

  Date: 11/14/2022

  Our sales rep ******* spoke with the customer and reviewed all concerns where he expressed of lack of communication and failure to provide updates in a timely manner.

  The customer expressed he has started looking for another manufacturer however is willing to proceed in the future with NutraCap Labs of his overall experienced is overturned.

  The customer was also notified the incorrect labels were placed on the product and currently that is the hold up. I provided certainty that once that its completed or once I can get a timeline I would furnish the information to the customer. 

  Thank you.

   

  Customer Answer

  Date: 11/17/2022

   
  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

  Date:09/10/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have worked with them for more than 3 yrs. In the beginning,it was a good experience. But starting from my last order, things have changed. I paid deposit in Oct 2021,also sent in label for my new product. The lead times were doubled at that time 8-11wks. When I reached out, the communications became slower with nothing but excuses. It took 3 mos for just label edit and print! At the end of March, 5 mos later, the products were ready. Unfortunately, it was not over yet. After shipping to the warehouse, 179 bottles out of 259 were defective due to the printings being blurred. At first, they asked to return and reprint. I answered if return they should be responsible for all the shipping and related costs. Then they were silent for a week without answering any emails, calls, or messages. Until the last minute, they agreed to refund those defects. I put in another order in July 2022 to compensate the defectives and also ordered another batch of another product the same time. It took more than 6 wks to re-edit the label of another product. Basically, there were only a couple of minor changes needed, 30 mins of work. Now Its 8 wks since I paid the deposit. I havent seen any products yet considering they had labels of that (defective) product on hand when I put the order. This week, I was told they just got the labels back from printing so started to count the **** wks lead times from now on. Its completely unacceptable. The wasted wks on label re-editing should be counted in the lead times. The defectives have already cost me lots of money, not just the costs of the defectives themselves which they refunded, but also the costs of shipping and related fees and time. Needless to say, I have already lost lots potential profits by waiting months for this batch. I had been thinking at least they would deliver this order a bit faster to show a little their sincerity acknowledging my loss caused by their fault. I am wrong. Totally unprofessional and unsatisfactory.

  Business Response

  Date: 10/11/2022

  After the complaint came through our sales manager ******************* had a call with her and ******* about the issues. She was satisfied with the outcome of the conversation. Both products are completed with one only waiting on final finished products testing. We completed both in 8 weeks once the production phase started.  Weve always quoted after labels are completed because we have no way of knowing how long label design will take including customer response time. She said she would retract the complaint once she received her product. 

• Initial Complaint

  Date:07/06/2022

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I engaged NutraCap d/b/a NutraSkin to prepare 4 formula samples on my behalf. I was assigned a representative - ***********************************. She shared two invoices with me (Invoice ****** and Invoice ******), which were promptly paid. I have reached out repeatedly, only to discover the sales rep ***** no longer works nor does the number I was provided with. I tried to reach out to other representatives as well, as a last resort and have not received any contact or feedback regarding my request.

  Business Response

  Date: 12/08/2022

  This customer was issued a complete refund.

  We have reached out t the customer multiple times after the refund and not had any response.

  Please see attached cancelled check image.

   

   

• Initial Complaint

  Date:05/03/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I paid over $2,000 for white label supplements in December of 2020. It has now been over 18 months and I have not received the supplements. I have sent multiple e-mails inquiring as to the status of my order but have received no response.I would like to receive my products or else receive a refund.

  Business Response

  Date: 12/08/2022

  We've been in communication with the customer since they reported the difference in color of the capsule made by the prior manufacturer and **.

  Quality is still investigating and we let the customer know that we had to do an investigation before we could respond as to why the capsule we made was yellow not green.

  We will advise when we learn more.