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Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
03/02/2024
- Complaint Type:
- Delivery Issues
- Status:
- Answered
Hi,I was billed $99.97 for a product I ordered from your entity on December 25, 2023, below is the is the full information on the order:Order ID or #: ************ Ordered by: ************************* Address: *************************************************************************** Email: ******************* Payment ************* Credit Card ending: ******* I received the product, but I am surprised to note that I have been billed again on February 29, 2024 for $99.97 for the same product which I do not want at this time. I don't want this product and I am requesting a full refund.Your quick response is highly appreciated.Regards,************************* - Customer
Business response
03/02/2024
Truewell 03/02/2024
****************************************************************************
RE: Case # ********
Customer Name: ***************************
We appreciate the opportunity to address this matter, as customer satisfaction is our top priority.
*************************** placed an online on 12/12/2023 for an 18 day trial of our product. All customers are required to check a box prior to order submission indicating that they have read, understand and agree to the Terms and Conditions of the trial offer. The product price of $99.97 after the trial is over is also listed with the trial offer. We do apologize if *************************** feels the terms were not presented but no order can be submitted or successful unless the customer checks this box and selects to submit the order.
********************** subscription has been cancelled as requested and an *** # has been assigned so that *************************** can return the shipment for a refund. The *** # is 9317281850701281.Please write it on the outside of the package and mail it back to us at:
Truewell Returns
***: 9317281850701281
***********************************************************
Once we receive the shipment back a refund will be issued (minus the cost of shipping).
We hope that this resolution satisfies ********************** complaint, and sincerely apologize for any confusion that *** have been experienced. If there is anything further that we can do to assist in this matter, please do reach out to us directly at the number provided below.
Thank you,
Truewell
**************Initial Complaint
02/01/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
I was billed$99.97 for product that I did not order. When I got my first delivery, they said nothing about a recurring shipment. I dont want this item and I am requesting a full refund.Business response
02/01/2024
Truewell 02/01/2024
********************************************************************
RE: Case # ********
Customer Name: *********************
We appreciate the opportunity to address this matter, as customer satisfaction is our top priority.
********************* placed an online on 01/13/2023 for an 18 day trial of our product. All customers are required to check a box prior to order submission indicating that they have read, understand and agree to the Terms and Conditions of the trial offer. The product price of $99.97 after the trial is over is also listed with the trial offer. We do apologize if ********************* feels the terms were not presented but no order can be submitted or successful unless the customer checks this box and selects to submit the order.
********************* did contact customer service via email on 02/01/2024 and the subscription was cancelled at that time. A full refund has been issued under Trans-ID: ************.
We hope that this resolution satisfies *********************** complaint, and sincerely apologize for any confusion that *** have been experienced. If there is anything further that we can do to assist in this matter, please do reach out to us directly at the number provided below.
Thank you,
Truewell
**************Initial Complaint
01/30/2024
- Complaint Type:
- Billing Issues
- Status:
- Answered
Beginning in 2022, Truewell started billing me with recurring payment from my checking account. Each month $99.41 has been withdrawn. I do not receive any products from them. I did not sign a contract with them. I have tried to call them and there is no record of qa phone number. i have written to them without a reply. I am desperate. My bank will not stop recurring payments. PLEASE REMOVE MY NAME FROM THE TRUEWELL RECORDS, ,STOP SENDING ME BILLS ANDS STOP TAKING MONEY OUT OF MY CHECKING ACCOUNT AT THE TRUIST BAANK. THIS IS FRAUDBusiness response
01/31/2024
Truewell 01/31/2024
********************************************************************
RE: Case # ********
Customer Name: *************************
We appreciate the opportunity to address this matter, as customer satisfaction is our top priority.
************************* placed an online on 08/12/2023 for an 18 day trial of our product. All customers are required to check a box prior to order submission indicating that they have read, understand and agree to the Terms and Conditions of the trial offer. The product price of $99.97 after the trial is over is also listed with the trial offer. We do apologize if ************************* feels the terms were not presented but no order can be submitted or successful unless the customer checks this box and selects to submit the order.
Our records do not indicate any charges prior to the trial order placed on 08/12/2023 when searching by the customers name,email address, or billing address.
************************* did contact customer service via email on 01/30/2024 and the subscription was cancelled at that time. An RMA # was assigned so that the most recent shipment could be returned for a refund.
We hope that this resolution satisfies ******************** complaint, and sincerely apologize for any confusion that *** have been experienced. If there is anything further that we can do to assist in this matter, please do reach out to us directly at the number provided below.
Thank you,
Truewell
**************Initial Complaint
09/28/2023
- Complaint Type:
- Billing Issues
- Status:
- Answered
I was erroneously charged $99.97 by this merchant without my knowledge or consent. I respectfully request an immediate full refund.Business response
09/28/2023
Truewell 09/28/2023
********************************************************************
RE: Case # ********
Customer Name: *****************************
We appreciate the opportunity to address this matter, as customer satisfaction is our top priority.
We are unable to locate an account for ***************************** using the name, address, phone number, or email address provided. Is it possible the account was opened using a different name, address, phone number,or email address than the one provided? We can also search for an account using the first 6 and last 4 digits of the card that was billed for purchase.
Thank you,
Truewell
**************Initial Complaint
09/22/2023
- Complaint Type:
- Delivery Issues
- Status:
- Answered
Ordered a free sample for postage only. Called and cancelled, but have found a ***** dollar charge that I did not authorized. Called company 3 times, they were no help. They did in fact get rude and hung up on me three times. .Business response
09/23/2023
Truewell 09/23/2023
********************************************************************
RE: Case # ********
Customer Name: *****************************
We appreciate the opportunity to address this matter, as customer satisfaction is our top priority.
***************************** placed an online on 08/25/2023 for an 18 day trial of our product. All customers are required to check a box prior to order submission indicating that they have read, understand and agree to the Terms and Conditions of the trial offer. The product price after the trial is over is also listed with the trial offer. We do apologize if ***************************** feels the terms were not presented but no order can be submitted or successful unless the customer checks this box and selects to submit the order.
***************************** did contact customer service via telephone on 09/23/2023 and the subscription was cancelled at that time. A full refund has been issued under Trans-ID: ******.
We hope that this resolution satisfies ******************************* complaint, and sincerely apologize for any confusion that *** have been experienced. If there is anything further that we can do to assist in this matter, please do reach out to us directly at the number provided below.
Thank you,
Truewell
**************Initial Complaint
08/21/2023
- Complaint Type:
- Product Issues
- Status:
- Answered
I ordered a sample from Truewell which I payed for and received.I decided not to use the product going foreward.I received a fraud alert on 8/17 for a $99.97 charge I did not make.They said it would be resolved through PNC and would not go through as it was pending.I received product today from truewell and my charge was processed.I need a refund issued and will return what was sent back.Business response
08/21/2023
Truewell 08/21/2023
********************************************************************
RE: Case # ********
Customer Name: ***************************
We appreciate the opportunity to address this matter, as customer satisfaction is our top priority.
*************************** placed an online on 07/24/2023 for an 18 day trial of our product. All customers are required to check a box prior to order submission indicating that they have read, understand and agree to the Terms and Conditions of the trial offer. The product price after the trial is over is also listed with the trial offer. We do apologize if *************************** feels the terms were not presented but no order can be submitted or successful unless the customer checks this box and selects to submit the order.
*************************** did contact customer service via telephone on 08/21/2023 and the subscription was cancelled at that time. A full refund has been issued under Trans-ID: **************** and 8737729199608636.
We hope that this resolution satisfies ********************* complaint, and sincerely apologize for any confusion that *** have been experienced. If there is anything further that we can do to assist in this matter, please do reach out to us directly at the number provided below.
Thank you,
Truewell
**************Initial Complaint
08/06/2023
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Resolved
I had gotten a free sample of $5 and then was charged $99 without notice or consent, I tried to look on their website for ways to get in contact and only found an email once sent an email about getting money refunded no response, this truly isnt right I do need the funds back being disabled and a mother with limited income, please looking for help to get money backBusiness response
08/06/2023
Truewell 08/06/2023
********************************************************************
RE: Case # ********
Customer Name: *******************************
We appreciate the opportunity to address this matter, as customer satisfaction is our top priority.
******************************* placed an online on 07/19/2023 for an 18 day trial of our product. All customers are required to check a box prior to order submission indicating that they have read, understand and agree to the Terms and Conditions of the trial offer. The product price after the trial is over is also listed with the trial offer. We do apologize if ******************************* feels the terms were not presented but no order can be submitted or successful unless the customer checks this box and selects to submit the order.
Our records do not show any prior cancellation or contact attempt from *******************************. In the interest of maintaining customer goodwill,the auto shipments have been cancelled as requested effective 08/06/2023 and the attempted charge was made void..
We hope that this resolution satisfies ********************************* complaint, and sincerely apologize for any confusion that *** have been experienced. If there is anything further that we can do to assist in this matter, please do reach out to us directly at the number provided below.
Thank you,
Truewell
**************Customer response
08/06/2023
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,
*******************************Initial Complaint
07/09/2023
- Complaint Type:
- Product Issues
- Status:
- Answered
I ordered a free sample, paid 4 shipping. They are trying 2 take money out of my account 4 auto shipment, that I did not sign up for. I do not want there product, as it does not work. Please, cancel any further shipments. Thank You!Business response
07/09/2023
Truewell 07/09/2023
********************************************************************
RE: Case # ********
Customer Name: ***************************
We appreciate the opportunity to address this matter, as customer satisfaction is our top priority.
*************************** placed an online on 06/20/2023 for an 18 day trial of our product. All customers are required to check a box prior to order submission indicating that they have read, understand and agree to the Terms and Conditions of the trial offer. The product price after the trial is over is also listed with the trial offer. We do apologize if *************************** feels the terms were not presented but no order can be submitted or successful unless the customer checks this box and selects to submit the order.
Our records do not show any prior cancellation or contact attempt from ***************************. In the interest of maintaining customer goodwill,the auto shipments have been cancelled as requested effective 07/09/2023 and the attempted charge was declined..
We hope that this resolution satisfies ********************** complaint, and sincerely apologize for any confusion that *** have been experienced. If there is anything further that we can do to assist in this matter, please do reach out to us directly at the number provided below.
Thank you,
Truewell
**************Initial Complaint
06/03/2023
- Complaint Type:
- Billing Issues
- Status:
- Resolved
I'm lodging a complaint of Truewell ********** I notice similar ones posted on your website. Initial hook was for around $5 as I recall. Just checked my checking and I have a charge fro $99 which I DID NOT make. So have to wait till Monday to call my bank for assistance.I not there is a number listed on the bottle ************.Business response
06/03/2023
Truewell 06/03/2023
********************************************************************
RE: Case # ********
Customer Name: *****************************
We appreciate the opportunity to address this matter, as customer satisfaction is our top priority.
***************************** placed an online on 05/16/2023 for an 18 day trial of our product. All customers are required to check a box prior to order submission indicating that they have read, understand and agree to the Terms and Conditions of the trial offer. The product price after the trial is over is also listed with the trial offer. We do apologize if ***************************** feels the terms were not presented but no order can be submitted or successful unless the customer checks this box and selects to submit the order.
Our records do not show any prior cancellation or contact attempt from *****************************. In the interest of maintaining customer goodwill,the auto shipments have been cancelled and we have voided the charge of $99.97 made on 06/03/2023. The voided transaction ID is ****************.
We hope that this resolution satisfies ********************** complaint, and sincerely apologize for any confusion that *** have been experienced. If there is anything further that we can do to assist in this matter, please do reach out to us directly at the number provided below.
Thank you,
Truewell
**************Customer response
06/04/2023
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,
*****************************Initial Complaint
05/14/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I ordered the free sample of Nerve Support paying shipping charges only. I received product but have not seen results as promised. Today I was charged $99 on my Debit card I did not consent to any recurring product shipments and recurring charges. This was advertised as a free trial. I called customer service and the man i spoke with was hard to understand. Heavy accent. He asked for all my information and said he could not find my information in his system. He said my card number could not be found. He told me to call tomorrow because his system was having problems. I have filed a dispute with my bank. This is clearly a scam.Business response
05/14/2023
Truewell 05/14/2023
********************************************************************
RE: Case # ********
Customer Name: *************************
We appreciate the opportunity to address this matter, as customer satisfaction is our top priority.
************************* placed an online on 04/26/2023 for an 18 day trial of our product. All customers are required to check a box prior to order submission indicating that they have read, understand and agree to the Terms and Conditions of the trial offer. The product price after the trial is over is also listed with the trial offer. We do apologize if ************************* feels the terms were not presented but no order can be submitted or successful unless the customer checks this box and selects to submit the order.
************************* did contact customer service via email on 05/14/2023 and the subscription was cancelled at that time. The product charges were also voided under Trans-ID: **************** as requested.
We hope that this resolution satisfies *************************** complaint, and sincerely apologize for any confusion that *** have been experienced. If there is anything further that we can do to assist in this matter, please do reach out to us directly at the number provided below.
Thank you,
Truewell
**************
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Customer Complaints Summary
28 total complaints in the last 3 years.
6 complaints closed in the last 12 months.