Complaints
Customer Complaints Summary
- 21 total complaints in the last 3 years.
- 1 complaint closed in the last 12 months.
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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:10/18/2024
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.
Truewell sent me initial shipment in July 2024. Called today to say I had not received any more shipments. My credit card shows that they have been billing me for shipments I did not receive . Man contacted at Truewell said that I wouild have to contact **** to track shipments. I have never received any information showing anything after initial shipment making it impossible to contact post office. Man at Truewell refused to give any detail of shipments or to contact post office for proof of shipment tracking and where if anything was delivered.. Still charging my credit card as recently as October 17, 2024 with no proof of sending out shipment through **** tracking or delivery..
Business Response
Date: 10/19/2024
Truewell 10/19/2024
***************************
********************
RE: Case # ********
Customer Name: ******* **********
We appreciate the opportunity to address this matter, as customer satisfaction is our top priority.
******* ********** placed an order online on 02/08/2024 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. On 02/19/20024 ******* ********** contacted customer service vis phone to cancel shipments, the cancellation was processed as requested.
******* ********** contacted customer service again via phone on 07/18/2024 requesting for auto shipment to be reinstated and the subscription was renewed at that time. The **** tracking numbers for all subsequent shipments are listed below:
Order id Order Date **** Tracking Number **** Order Status
947837 07/18/2024 9200190131860456578984 Shows Delivered to mailbox 07/24/2024
950123 08/17/2024 9200190131860456662928 Shows Delivered to mailbox 08/21/2024
951948 09/16/2024 ********************** Shows Delivered to mailbox 09/19/2024
953807 10/16/2024 9200190131860456835148 Estimated Delivery date of 10/21/2024
We hope that this resolution satisfies ******* Brassfields complaint, and sincerely apologize for any confusion that may 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
Date:03/02/2024
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.
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,************************* - CustomerBusiness Response
Date: 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
Date:02/01/2024
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.
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
Date: 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
Date:01/30/2024
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.
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
Date: 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
Date:09/28/2023
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 was erroneously charged $99.97 by this merchant without my knowledge or consent. I respectfully request an immediate full refund.Business Response
Date: 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
Date:09/22/2023
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.
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
Date: 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
Date:08/21/2023
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 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
Date: 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
Date:08/06/2023
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.
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
Date: 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 Answer
Date: 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
Date:07/09/2023
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 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
Date: 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
Date:06/03/2023
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.
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
Date: 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 Answer
Date: 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,
*****************************
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