Complaints
Customer Complaints Summary
- 201 total complaints in the last 3 years.
- 85 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:11/17/2024
Type: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 purchased an item on October26 2024. I paid ****** that was charged to my ****** account. I have not received the order yet. I have called several times. They keep saying it is on its way. It was suppose to arrive November 5th. I just received my bill and have to pay this still without having the item. I told them last time I do not want this. I want a refund. I was told again that it was on its way. I have never waited this long for something to arrive. I just want a refund.
Business Response
Date: 11/21/2024
ATTN: Date: 11/21/2024
Director of Operations
Better Business Bureau
Re: ******** - ******* *******
To Whom It May Concern,
Thank you for bringing this matter to our attention. We sincerely apologize for the inconvenience and frustration Ms. ******* has experienced regarding the delay in the delivery of her order.
Upon reviewing our records, Ms. ******* placed an order for 3 bottles of SeroBurn on October 26, 2024, for $155.09 (screenshot below for reference).
We note that Ms. ******* contacted our customer support team on November 15, 2024, to inquire about the status of her order and to request a cancellation. During this conversation, our representative provided cancellation instructions in case the package was received to ensure a refund could be processed.
As of now, we have already processed a full refund to the original payment method used for this transaction. The refund should reflect in her account within 3-5 business days, depending on her bank's policies (screenshot of refund confirmation is also included below).
We remain committed to resolving customer concerns promptly and regret any inconvenience caused by this situation. If further assistance is required, Ms. ******* can reach us via email at ********************************** or by phone at ************, and we will be happy to assist.
Sincerely,
JP
**********************************Initial Complaint
Date:11/03/2024
Type: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.
On Oct !9 2024 I placed an order for 3 bottles of Sugar Defender.I made a mistake and hit a button which added six more bottles to my order.I called Buygoods to correct the order. The *** told me that he cant do that, then I said cancel the order which he said that he cant do that either. He offered to refund some money and send the six bottles free. I still asked to just take the bottles off he said that he couldnt so I said fine. Come to find out that he did cancel the order a week later when I went to check on my order. I tried to reorder the item they have me on a potential fraud list, Why? I explained what happened. customer service told me the only way I can get off the list is to send them a photo id and picture of last four number of my debit card. Umm...no.Business Response
Date: 11/08/2024
ATTN: Date: 11/6/2024
Director of Operations
Better Business Bureau
Re: ******** - ********* ****
To Whom It May Concern,
Thank you for bringing Ms. ***** concerns to our attention. We apologize for the challenges she experienced during the order process, as we strive to make each customers experience as smooth as possible.
We can confirm that on October 19, 2024, Ms. **** placed an order for 3 bottles of Sugar Defender for $187.58 and accidentally added 6 more bottles, totaling an additional $209.83. After reaching out to our support team to adjust the order, she ultimately agreed to keep both orders with a 50% discount applied to the entire purchase.
On October 26, Ms. **** contacted us again to check on her orders status and learned it was canceled due to an internal processing error. We issued a full refund and suggested she place a new order online. However, due to multiple declined reorder attempts, our system flagged her account for identity verification, prompting her to submit documents as part of our security process.
To address this, we reached out to Ms. **** directly and agreed that she would not need to place a new order or submit documentation. We arranged to manually ship the original order she wanted (3 bottles of Sugar Defender for $187.58) and reprocess the payment. The order was successfully shipped and is expected to arrive within 57 business days.
For further assistance, Ms. **** can reach us at ********************************** or ************. Were here to help.
Sincerely,
JP
**********************************Customer Answer
Date: 11/14/2024
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,
********* LoveInitial Complaint
Date:10/28/2024
Type: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.
Original order place 10-13-24 @ 10:57am On Sat, 26 Oct 2024, 1:05pm A ******, wrote last email to *****:Please be advised I am still waiting for the replacement order for below order I still am NOT in receipt of.Order#7IEZ5GUT PurDentix -3 Bottle I have no way to send back bottles for a refund of $187.62, since the above mentioned order was never delivered to my home address according to ****. I Do Not Have Your Product. I wish I did.That being said and from all your email replies.... it is crystal clear that my next step to obtain product directly elsewhere. Then contact my cc company to report this outstanding issue for a proper resolution... since a replacement order and or a full refund on your end is not happening.I remain uptomistic and hopeful. A ******Business Response
Date: 10/29/2024
ATTN: Date: 10/29/2024
Director of Operations
Better Business Bureau
Re: ******** - **** ******
To Whom It May Concern,
Thank you for bringing this matter to our attention. We are saddened to hear that Ms. ****** did not receive her PurDentix order on time, as providing reliable and timely service is our goal. We appreciate the opportunity to address her concerns.
According to our records, Ms. ****** placed an order for 3 bottles of PurDentix on October 13, 2024, totaling $187.62. Ms. ****** first reached out on October 18, 2024, inquiring about the status of her order. Subsequently, on October 25, 2024, she mentioned her conversation with a representative named ****, who reportedly initiated a replacement order. However, upon further review, we found no record of a replacement order being issued.
To resolve this matter, we have processed a full refund for Ms. ******* original purchase amount. This refund should be reflected on her original method of payment within 3-5 business days. We have also sent Ms. ****** a confirmation email detailing the refund for her records.
We apologize for any inconvenience this has caused and are available to provide further assistance as needed. If Ms. ****** has any additional questions, she may contact us directly at ********************************** or by calling us at ************, and we would be more than happy to assist her.
Sincerely,
JP
**********************************Customer Answer
Date: 10/29/2024
This complaint has been resolved. I will forward you their email noticification. I checked with my cc company and confirmed payment.
No need for further action.
Kind regards
*. ******
Initial Complaint
Date:10/28/2024
Type: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.
On October 16th after reviewing a video advertisement from this company about a supplement that they are selling I purchased a product called calm 5 Plus. To this date I have not received the product I have reached out to the company and I get a fake customer service notice telling me to make a phone call to these thieves . The only thing I've heard from these people is a copy and paste form response telling me that my product is in the process of being shipped and they give me a track number which today is the same identical response from allegedly the post office saying that my product is in the process of being delivered. I don't believe any of this and they have taken$294 And I have yet to get any satisfaction from them!Business Response
Date: 10/29/2024
ATTN: Date: 10/29/2024
Director of Operations
Better Business Bureau
Re: ******** - **** ******
To Whom It May Concern,
Thank you for bringing this matter to our attention. We are disappointed to learn that Mr/Ms ****** did not receive his CalmPro 5 order in a timely manner, as this is not the level of service we strive to provide. We appreciate the opportunity to address and resolve his concerns.
Our records confirm that Mr/Ms ****** placed an order for 6 bottles of CalmPro 5 on October 16, 2024, totaling $294.00. This order was shipped on October 22, 2024, with a typical delivery time frame of 5-7 business days, though delivery can occasionally take up to 10 business days. We understand the frustration that delayed delivery can cause and are committed to making this right.
As of October 28, 2024, we have issued a full refund for Mr/Ms ******* order. This refund should be credited to the original method of payment within 3-5 business days. A confirmation email detailing the refund has also been sent to Mr/Ms ****** for his records.
We apologize for any inconvenience this may have caused and are available to provide further assistance. Should Mr/Ms ****** have additional questions or concerns, he is welcome to contact us directly at ********************************** or by calling ************, and we will be glad to assist him further.
Sincerely,
JP
**********************************Customer Answer
Date: 10/30/2024
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
Date:10/24/2024
Type: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.
July ******* `10/18/2024 attempted to call Sumatra Slim Belly Tonic and the automated call number directed caller (me) to call ************************** phone number, and after many times of calling the recording kept stating the caller was reaching the number after working hours, and I started calling from 6:00AM to 5:PM. Finally on 10/20/2024, or 10/22/2024 after waiting on the phone for a very long time someone answered the line and I explained the reason for my call, I was told I wasn't in the system and they kept asking for my last 4 digits of my credit card, my email, my name etc, then the couldn't help me. I called the number I originally ordered the Sumatra slim belly tonic from and they did have my information still in the system, I told them Buygoods said they couldn't help me, they said someone would be calling me back (this was on 10/21/2024) no one did, he had also given me an email to ********************************* and someone would contact me and resolve my issue, but that would take another whole day. So then I was told that I was out of the 90 day period as of 10/20/2024 and that is the policy nothing to be done about it. I also explained this course of events to the support person with the same response! These TWO COMPANIES ARE AFFILIATED WITH EACH OTHER AND THIS IS A SCAM! I believe this was the course of action they knew they were going to take so they wouldn't have to refund my money back to me. THIS IS A SHAM BUSINESS! I am sure I have left out some important detail as this is very upsetting. Thank you.Business Response
Date: 10/30/2024
ATTN: Date: 10/30/2024
Director of Operations
Better Business Bureau
Re: ******** - ****** ******
To Whom It May Concern,
Thank you for bringing this matter to our attention. I want to address the concerns raised by Ms. ****** ****** regarding her refund request.
After a thorough search, we have been unable to locate any orders associated with Ms. ******* email address, ******************* Please see the attached screenshot for your reference.
We take pride in our 100% money-back guarantee and offer a 90-day return policy, which is clearly outlined on our order page. Ive included a screenshot of this policy below as well.
I understand how distressing this situation is for Ms. ******* and I hope she receives the assistance she needs soon. For further support, I recommend she reach out directly to Sumatra Slim Belly Tonic at ********************************** as they may be better positioned to clarify her order details.I genuinely regret that Ms. ****** felt this was her only option for resolution. Her satisfaction is incredibly important to us, and we continuously strive to enhance our customer experience. We value her feedback and will use it to improve our services.
Our customer support team is dedicated to providing an excellent experience for all our customers. We stand firmly behind our ****** money-back guaranteeno questions asked. If Ms. ****** has any further questions or concerns, she can contact us directly at ********************************** or by phone at ************.
Please let us know if there is anything else we can do to assist Ms. ****** or if there are additional steps we should take regarding this situation.
Sincerely,
Daisy
**********************************Initial Complaint
Date:10/22/2024
Type: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.
On May 20th i ordered 6 bottles of SugarDefender from Buygoods for ******, and right after I ordered from them I received a call from a gentleman from a company called Supplement Phone Order and was talked into purchasing 12 bottles of SugarDefender x 1 18 bottles of Nervix and 18 bottles of Flora ******* the man was a fast talker and because I suffer from diabetes I found my self spending $********. When I realized what I had done and came to my senses and they had offered a refund a couple of days later I emailed Buygoods and explained I wanted a refund I sent all of the products from Buygoods and Supplement Phone Order to the address they gave me ( tracking #********************** #********************** both packages} I received a refund for the ****** but not the ******** and I have remained them about this issue but have not received any response. Would like to have the ******** refunded to me seeing how they have gotten all of their product back.ThanksBusiness Response
Date: 10/30/2024
ATTN: Date: 10/30/2024
Director of Operations
Better Business Bureau
Re: ******** - ********* *****
To Whom It May Concern,
Thank you for bringing this to our attention. Ms. ***** had returned the products and had requested a refund.
Looking into this matter, I can see that Ms. ***** had purchased SugarDefender x 6 Bottles last May 20, 2024. Please see the screenshot below;
We do stand behind our 100% money-back guarantee and we offer a 60-day money-back guarantee period for our products which can be seen on our order page. Kindly refer to the screenshot below.
On October 24, 2024, Ms. ***** contacted our customer service team about her expected refund. Our representative quickly assisted her and resent the refund confirmation that was processed on June 20, 2024 to ensure her satisfaction.
I genuinely regret that Ms. ***** felt this was the only way to resolve her issue. Her satisfaction is important to us, and we always aim to provide a positive experience for all our customers. We appreciate her feedback and will use it to improve our services.
For her reference, I have included a screenshot of the refund confirmation below.
In addition to the above request, I also wanted to clarify the $2160 charge that Ms. ***** was expecting; it appears this charge is actually from another company, Supplement Phone Order.
To assist her in resolving this, Ive attached a link to their website where she can request a refund for her order. I sincerely apologize for any confusion this mix-up may have caused
*************************************
Our customer support team is committed to delivering an excellent experience to all our customers. We deliver what we promise. We always honor our 60-day money-back guarantee - no questions asked - refund policy.
If Ms. ********* ***** has any further questions, she can contact us directly at ********************************** or call us at ************.
Please let us know if there is anything further we can do to assist Ms. ***** or if there are any additional steps we should take to address this situation.
Sincerely,
Daisy
**********************************Initial Complaint
Date:10/22/2024
Type: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 never received the product along with other orders:Reference #*********************** for $314.58 AND #*********************** for $564.00Business Response
Date: 10/24/2024
ATTN: Date: 10/24/2024
Director of Operations
Better Business Bureau
Re: ******** - **** *****
To Whom It May Concern,
Thank you for bringing this matter to our attention. We take customer concerns seriously and appreciate the opportunity to clarify the situation regarding *************** order for Lipozem products.
Ms. ***** placed two orders for Lipozem on October 11, 2024one for 6 bottles ($314.58) and one for 9 bottles (Upgrade) ($375.57). Both orders were shipped on October 16, 2024, with an estimated delivery time frame of 5-10 business days.
On October 21, 2024, Ms. ***** contacted our customer service team to inquire about the status of her shipment. Our representative provided her with the tracking number and explained the items current tracking movement and the expected delivery timeframe. We also advised Ms. ***** to contact the courier for further assistance in monitoring the delivery.
In the meantime, we have processed a full refund for the total amounts paid for both orders. The refunds should be posted to the original method of payment within 3-5 business days. A confirmation email with details of the refund has also been sent to Ms. ***** for her reference.
We hope this resolves the matter to Ms. ******* satisfaction, and we remain available to provide further assistance. Should there be any additional questions or concerns, Ms. ***** is welcome to contact us directly at ********************************** or call us at ************, and we will be happy to assist her further.
Sincerely,
JP
**********************************Customer Answer
Date: 11/04/2024
I have asked for a refund and returned both items that came later than what was promised. I do not trust them since people at the number had no idea what the products were.
I want my guaranteed refund of $564.
Thank you,
**** *****
Customer Answer
Date: 11/19/2024
I have refused delivery and returned all of the *********** and Nerve Freedom valued at $564. There is supposed to be a 6 month money back guarantee that would expire in April 2025 for me. With this information, I want my money back.Business Response
Date: 11/21/2024
ATTN: Date: 11/21/2024
Director of Operations
Better Business Bureau
Re: ******** - **** *****
To Whom It May Concern,
Thank you for bringing this matter to our attention and for the opportunity to address *************** concerns regarding her purchases and returned products.
Upon reviewing our records, we do not have any record of orders for Gut Freedom or Nerve Freedom under Ms. ****** account. The most recent purchases from our platform are for the following orders (screenshot below):
Order #7IWZ4UN7 for 6 bottles of Lipozem ($314.58)
Order #7IWZ4ULH for 9 bottles of Lipozem ($375.57)
Both orders were refunded in full on October 24, 2024, as previously communicated. Refunds typically take 3-5 business days to reflect, depending on the bank's policies.
We encourage Ms. ***** to review her bank statements, email confirmations, or any purchase records related to the Gut Freedom and Nerve Freedom products to identify the vendor that processed those orders. Any purchases from BuyGoods would appear as "**************************" on her statement. If the charges are not listed as such, they may have been processed by a different vendor.
To assist further, Ms. ***** can share a copy of the charge details (ensuring any sensitive information is redacted), and we will do our best to help identify the correct vendor for her orders.
For any additional assistance, please do not hesitate to email us at ********************************** or call us at ************.
Sincerely,
JP
**********************************Customer Answer
Date: 11/27/2024
Complaint: 22460588
I am rejecting this response because: I have returned the product and have not received a refund.
I realize the billing name is Supplemental Phone Order but when I called that number, Lipozem employees answered. I was told to send an email with the tracking number from when I sent back the product. The only package with a tracking number was the one I paid to send back because I had opened it. The other 2 were refused and the **** does not provide tracking numbers for refused items. The items have been returned and I would like my guaranteed refund of $564.
Sincerely,
**** *****Initial Complaint
Date:10/16/2024
Type: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.
Video online about a product. Lists 4 ingredients in it. The "turmeric hack." Says it has timerick plus 3 other Asian ingredients from *****. Ordered the 6 bottle 6 mo supple and total cost was $325.16.Received 6 bottles of Lipozem which state it is a keto product. I am not to take **** products due to my medical situation.Nowhere in video does it say it's a keto product and nowhere on the bottle is there an indication of ANY of the 4 Ingredients it advertised. There are other indredients I have been warned not to take. It says return for ANY reason. But return process is a loop leading nowhere; e-mail no response, phone says lines busy leave a message, no response, and online click for returns just keeps going to customer service page with phone number. And loop starts over. Video lists actual 4 ingredients none of which are in product. Also this product noted to be available on Amazon 5 bottles for $64.96Business Response
Date: 10/17/2024
ATTN: Date: 10/17/2024
Director of Operations
Better Business Bureau
Re: ******** - ***** *****
To Whom It May Concern,
Thank you for bringing this to our attention. Ms. ***** expressed concerns about the product due to its ingredients and has requested a refund.
Looking into this matter, I can see that Ms. ***** had purchased Lipozem 6 Bottles last October 03, 2024. Please see the screenshot below;
We do stand behind our 100% money-back guarantee and we offer a 180-day money-back guarantee period for our products which can be seen on our order page. Kindly refer to the screenshot below.
On October 16, 2024, Ms. ***** contacted our customer service team about her order. Our representative quickly assisted her and processed a full refund to ensure her satisfaction.
I genuinely regret that Ms. ***** felt this was the only way to resolve her issue. Her satisfaction is important to us, and we always aim to provide a positive experience for all our customers. We appreciate her feedback and will use it to improve our services.
For her reference, I have included a screenshot of the refund confirmation below.
Our customer support team is committed to delivering an excellent experience to all our customers. We deliver what we promise. We always honor our 180-day money-back guarantee - no questions asked - refund policy.
If Ms. ***** ***** has any further questions, she can contact us directly at ********************************** or call us at ************.
Please let us know if there is anything further we can do to assist Ms. ***** or if there are any additional steps we should take to address this situation.
Sincerely,
Daisy
**********************************Initial Complaint
Date:10/07/2024
Type: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.
Sneaky company hides a little detail of their return policy - they want the empty bottles back or you don't get your refund!! The website was not presented as a part of the purchase and so there was no way to know this - they advertise a full refund if the product doesn't work but don't tell you they want the empty bottles. I only have the last bottle cause I never in my wildest dreams thought to keep the empty ones!!Business Response
Date: 10/08/2024
ATTN: Date: 10/08/2024
Director of Operations
Better Business Bureau
Re: ******** - **** *******
To Whom It May Concern,
Thank you for bringing this matter to our attention.
We've reviewed Ms. ******** complaint and can confirm her order for 3 bottles of SightCare placed on April 23, 2024, for $194.70 (screenshot attached). We understand the frustration regarding the empty bottle return requirement for a full refund.
We strive to be transparent with our customers. Our money-back guarantee information is clearly stated on the ********* product's official website and on the checkout page before purchase completion.
This ensures customers are fully informed about the refund process, including the requirement to return empty bottles for a full refund. However, we appreciate Ms. ******** feedback and are always looking for ways to improve.
We're happy to confirm that a full refund of $194.70 has been processed on October 7, 2024, to Ms. ******* original payment method. The funds will be posted within 3-5 business days. A confirmation email has also been sent to her for reference. Please see the screenshot below:
We value our customers satisfaction and hope this resolves the issue. Should Ms. **** ******* has any further questions or requires additional assistance, please don't hesitate to contact us at ********************************** or call us at ************.
Sincerely,
JP
**********************************Customer Answer
Date: 10/09/2024
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 - I have now received my refund in full.Thank you very much for your quick and appropriate response! Truly appreciated.
Sincerely,
**** *******Initial Complaint
Date:10/01/2024
Type: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.
The order was placed under my husband&#**;s name, ***** **********. I purchased Purabibe from them. I bought 6 bottles and returned them for a full refund. I paid through ****** and mailed all 6 bottles back to them, three were full and three were empty, they did receive it and basically I have been waiting for a refund and repeatedly called them. They came up with every excuse to not refund my money. They finally came back and said ****** was blocked. I called ****** and they said nothing was blocked, it had nothing to do with them. They said they were passing me on. I have tried to get a refund from them, but they kept leading me on because they said they would refund me. I told them they could send it directly to me and they have given me the runaround. They always say they will escalate it. I have proof from the post office that they have received it. I would like a refund.Business Response
Date: 10/10/2024
ATTN: Date: 10/10/2024
Director of Operations
Better Business Bureau
Re: ******** - **** **********
To Whom It May Concern,
Thank you for bringing this matter to our attention. We appreciate the opportunity to respond and clarify the situation regarding Mrs. *********** order and refund request.
According to our records, Mrs. ********** placed an order for 6 bottles of Puravive on January 2, 2024, for a total of $234.00. Mrs. ********** first contacted us on April 5, 2024, expressing a desire to return the product and was provided return instructions at that time.
On July 9, 2024, she called us to confirm that the return had been made and requested a refund. During this call, we requested a return tracking number to verify the returned items, but she was unable to provide one. Nevertheless, we proceeded with attempting to process the refund based on the confirmation of the return.
Unfortunately, when we attempted to issue the refund on July 13, 2024, we encountered an error. Upon further investigation, we determined that due to ******'s time limit for merchant refunds (which is 180 days from the transaction date), we were unable to process the refund through our usual method. As the order was placed on January 2, 2024, it had exceeded ******'s six-month refund window by the time the customer requested the refund in July.
We understand the frustration this situation has caused, and we have made multiple attempts to resolve it, including advising Mrs. ********** to contact ****** directly for further assistance, as we can no longer issue the refund through our payment system due to ******'s policy.
While we value our customers and strive to provide the best possible service, we are bound by the limitations set by payment processors like *******
For further assistance, please email us at ********************************** or call us at ************ so we can further assist you.
Sincerely,
JP
**********************************Customer Answer
Date: 10/15/2024
Complaint: 22366388
I am rejecting this response because: Puravive received the product back on 4-8-2024 along with request for refund within 97 days out of their guarantee of 180 days satisfaction money back guarantee. They were given a tracking #***** and an order #***Z78FW. I did contact ****** as they said to and there was and is not a block preventing the refund to take place. Pay *** has a 90 day window for complaints. It has nothing to do with Puravive being able to refund my money. ******* said that nothing is stopping them to reimburse me. Puravive has repeatedly told me it was past 90 days but I had 180 day allowance. They have dragged this out making excuses all through this process pretending to work with me some of the time to fix this problem. Always saying they are escalating it to their supervisor or not calling me back. Even proclaiming one time it was an engineering problem. Not allowing me to speak to the supervisor or the engineering department. Their product does not work and their business is a scam. I have no doubt other people are being ripped off because I have followed their guarantee guidelines and they are not fulfilling as advertised.
Sincerely,
**** **********Business Response
Date: 10/22/2024
ATTN: Date: 10/22/2024
Director of Operations
Better Business Bureau
Re: ******** - **** **********
To Whom It May Concern,
Thank you for following up regarding Mrs. *********** concerns about her refund request. We appreciate the opportunity to address her recent response.
Upon further investigation, we found that the "tracking number" provided by Mrs. *********** *****, is not a valid **** tracking number but rather a **** SMS phone number. The typical **** tracking number consists of 20 digits.
Additionally, the reason we are unable to process the refund through our system is that the ****** refund window has been exceeded. ****** imposes a refund limit of 180 days from the date of the transaction, and since this refund request was made beyond that timeframe, our system is unable to process it.
As previously advised, we recommend that Mrs. ********** contact ****** for alternative solutions, as ****** might have other options available for resolving this matter. We have provided Mrs. ********** with this information before, and we encourage her to follow up with ****** directly for further assistance.
We remain committed to resolving the issue and are available for further clarification. Please feel free to contact us at ********************************** or ************.
Sincerely,
JP
**********************************Customer Answer
Date: 10/27/2024
Complaint: 22366388
I am rejecting this response because:
Repeatedly i have given the correct tracking number 9500 1143 9323 4096 9541 17 . i gave the wrong # on the last reply. BuyGoods has this tracking number. They have been given this number many times before. BuyGoods recorded all my calls to them because they have told me this each time i have called them trying to get reimbursed. I called ****** as directed and was assurred there was no block as BuyGoods have claimed for not reimbursing me as well as saying it was past 90 days then lastly proclaiming it was past 180 days. Both are false statements. The refund request was long before the 90 days to begin with. BuyGoods has stretched this out for months with false allogations. The 180 days by ******* rule is a refund limit of 180 days from the original payment date. After 180 days, you can send funds to the buyer in a new transaction, but it will incur a fee. So once again, BuyGoods has delayed my refund causing this chaos. ****** said they will accept the refund to me. Per BuyGoods rule they told me after many calls, they only refund by the same way the initial purchase was made. So there you are. Refund my $234.00 you know is due me. BuyGoods knows the truth that I have followed all the requirements per their guarantee in the allotted time frame. I will also point out that there is nothing in their guarantee that states reimbursement is only made by the same way as payment was made. This excuse came up when they proclaimed a block was on my account. They informed me of this when i suggested payment directly to me since they were supposedly having issues refunding my money through PayPal.
Sincerely,
**** **********Business Response
Date: 11/06/2024
ATTN: Date: 11/5/2024
Director of Operations
Better Business Bureau
Re: ******** - **** **********
To Whom It May Concern,
Thank you for the opportunity to address Mrs. *********** additional comments regarding her request for a refund. We understand and regret the frustration this has caused, as it is always our goal to meet customer expectations and provide effective solutions.
Mrs. ********** initially reached out in April 2024, following her return of the order, and has since provided additional tracking details as requested. We have reviewed these details carefully and recognize the steps she has taken, including her follow-ups with ****** as advised.
Unfortunately, as we communicated earlier, PayPals system limitations prevent us from processing a refund directly back to her account due to the transaction being outside their 180-day refund policy window. While we do offer refunds within 180 days as part of our satisfaction guarantee, these refunds must be processed through the original payment method, as ****** restricts our system from issuing refunds outside of this timeframe. We understand from her recent comments that ****** has advised her on alternative options; however, issuing funds through new transactions is also limited by our internal system policies.
While we are unable to offer a direct refund due to these technical constraints, we hope to find a mutually satisfactory resolution. Mrs. ********** is welcome to contact us directly at ********************************** or ************ for further clarification.
For any additional assistance, we remain available at ********************************** or ************.
Sincerely,
JP
**********************************Customer Answer
Date: 11/15/2024
Complaint: 22366388
I am rejecting this response because: this company did not meet my expectations or provide an effective solution. There was nothing specified by this company in their guarantee on how a buyer would be reimbursed. Another excuse to delay and not fulfill what they advertise. Puravive has repeatedly said they would return calls within ***** hours or given specific times and do not call back. This company pretends to cooperate. They have consistently made excuses for not returning my money extending the time frame past theirs and Pay Pals. ********* guarantee is a farce. Buy goods is a dishonest company that needs to be accountable for false advertising of a guarantee that is no good. They are dishonest and stealing from their customers. This company needs to be prosecuted for false advertisement and theft by deception. I did request a refund along with returning the product on April 8, 2024 after speaking to their employee named ****. I paid an additional $5.90 to mail the product back to Puravive because it was no good. This company has figured out a loophole to steal from the American consumer and they must be stopped.Once again this was ordered on January 2, 2024 Per guarantee mailed back April 5, 2024 ******** Tracking # **** 1143 9323 4096 9541 17. That is 97 days out of 180 days. Puravive received it at 12:25 pm on April ****** at my cost. I have followed the rules you set, now reimburse me.
Sincerely,
**** **********Business Response
Date: 11/26/2024
ATTN: Date: 11/26/2024
Director of Operations
Better Business Bureau
Re: ******** - **** **********
To Whom It May Concern,
Thank you for reaching out regarding Mrs. *********** complaint. We appreciate the opportunity to provide further clarification about the timeline of events and address the inquiry regarding why the refund attempt was delayed.
Mrs. ********** initially contacted us on April 5, 2024, requesting to return the order and was promptly provided with our return instructions. As part of our return process, we clearly inform customers to provide a valid return tracking number within 48 hours of shipping the item back to confirm the return. This step ensures we can monitor the return shipment and expedite processing.
The customers ******* money-back guarantee windowcalculated from the purchase date of January 2, 2024ended on June 30, 2024. Unfortunately, we did not receive a valid return tracking number from the customer during this time frame. The correct tracking number was finally provided on July 13, 2024, which was beyond the 180-day guarantee period.
Due to this delay, we were unable to process the refund as the request fell outside our stated refund policy timeframe. Our refund system is bound by both internal policies and payment processor constraints, which prevent us from issuing refunds after the guarantee period has elapsed.
We regret any inconvenience or misunderstanding this may have caused and remain committed to working within our policies to assist our customers in a timely and transparent manner.
If further clarification or additional documentation is needed, we are happy to provide it.
Sincerely,
JP
************************************************************
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