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:05/14/2023

  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 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

  Date: 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
  **************
  
  
  

• Initial Complaint

  Date:05/09/2023

  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.

  In checking my account I saw an unauthorized charged for $99.97 for True Well Nerve Support. I immediately contacted my credit union and they gave me a number to call. I did as they directed, had to fight with the **************** rep to return my FULL amount after offering me only 30% return, then 50% when I got firm with them, and then when I threatened them they said would return the full 100% they took out! They did return the amount, but because of THEIR unauthorized withdrawal, my bank shut my card down and now I have to get a new one. I also have to figure out how to pay my bills other than online as I have no credit cards or backup to my debit card!!The transaction was processed using the wrong return codes (banking terms) as I contacted my bank again and they said they used the wrong code. I emailed them the wrong code inf and gave them the correct code the bank gave me! They stated that the return had already been voided because it did not go through and they would not issue any other refunds. These are their words directly from email sent to me by them: "Thank you for contacting ** today. As our system does show that the charge was already voided, we are unable to process any additional voids or refunds for the transaction."I am a single woman with limited resources and I need my money back! Are you able to help me resolve this situation?

  

  Business Response

  Date: 05/09/2023

  Truewell 05/09/2023
  ********************************************************************
  
  
  RE: Case # ********
  Customer Name: ***********************
  We appreciate the opportunity to address this matter, as customer satisfaction is our top priority.
  
  *********************** placed an online on 04/13/2023 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 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 05/01/2023 and the subscription was cancelled at that time. The fee charged on 05/01/2023 of $99.97 was also voided at that time with Trans-ID: ****************.
  
  *********************** contacted customer service again via email on 05/05/2023 requesting the charge from 05/01/2023 be refunded. *********************** was notified that the charge was voided on 05/01/2023 with Trans-ID: ****************. As our system does show that the charge was already voided, which means the transaction never posted and no money was taken, we are unable to process any additional voids or refunds for the transaction. We recommend *********************** work with their bank for further resolution.
  
  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:03/25/2023

  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.

  I ordered from True well ************** one trial bottle of Fibro Support for the cost of shipping only $4.95. To my amazement, I have received two bottles which I did not order. I contacted customer service and after spending twenty minutes on the phone they agreed to cancel the automatic shipments. I did finally receive credit for one bottle, but they refused to credit the other bottle. This company is a"scam" and needs to be stopped. I only want the credit of ***** for the one bottle and to be sure they will credit the other.

  

  Business Response

  Date: 03/26/2023

  
  
  Truewell 03/26/2023
  ****************************************************************************
  
  
  RE: Case # ********
  Customer Name: ***********************
  We appreciate the opportunity to address this matter, as customer satisfaction is our top priority.
  
  *********************** placed an online on 01/05/2023 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 03/25/2023 and the subscription was cancelled at that time. A refund was also issued for the month of March in the amount of $52.48 with Trans-ID: ****************.
  
  *********************** contacted customer service again via email on 03/25/2023 requesting additional refunds for the products that were received. *********************** was given an *** # with instructions to kindly return the products that were received and the additional refund that was requested will be issued upon receipt of those products. For reference, the *** # is ****************. The return instructions are to please write it on the outside of the package and mail it back to Truewell at:
  
  Truewell Returns
  ***: ****************
  41 ************
  ********, ** 04240
  
  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:03/06/2023

  Type:Delivery 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.

  I ordered a trial bottle and paid the shipping fee, and was supposed to be all.But now I getting charged ***** twice.I didn't want to keep getting anything.I haven't received anything else just the trial bottle .so I don't know why t hey are charging me.. The first charge ***** February **** and now again 3-6-23 I called customer service and was hung up on more than once after being told I am a lier.I would like my money back,so I can be done with these people for good.BrendaTurner **************************

  

  Business Response

  Date: 03/06/2023

  
  
  Truewell 03/06/2023
  702 ****************************************************************
  
  
  RE: Case # ********
  Customer Name: *************************
  We appreciate the opportunity to address this matter, as customer satisfaction is our top priority.
  
  ************************* placed an order online on 01/16/2023 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 credited ******************** account in the amount of $199.94 on 03/06/2023. The credit transaction IDs are **************** and ****************.
  
  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: 03/08/2023

  Hi, I filed a claim against Truewell and today they have refunded all my money and closed the supposed subscription.

  I need to close the case 

  Thank You for your help

  BrendaTurner. **************************

• Initial Complaint

  Date:12/19/2022

  Type:Billing 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.

  Signed up for free sample...only to pay for shipping but they changed my debit card $108.28. Contacted company and requested refund and they ended up hanging up on me.

  

  Business Response

  Date: 12/19/2022

  
  
  Truewell 12/19/2022
  702 ****************************************************************
  
  
  RE: Case # ********
  Customer Name: *******************
  We appreciate the opportunity to address this matter, as customer satisfaction is our top priority.
  
  ******************* placed an order online on 11/29/2022 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 12/19/2022 and the subscription was cancelled at that time. In the interest of maintaining customer goodwill, we have credited ********************* account in the amount of $108.28 on 12/19/2022.The credit 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: 12/19/2022

   
  Complaint: 18608434
  
  I am rejecting this response because:
  

  It is not true....if you look at their web page you will see where I ordered a free sample....I did not agree to anything else.  

  When I saw the charge on my account I immediately called but the first person I talked to was very rude and he was hard to understand and he ended up hanging up on me after telling me my money could not be refunded.  I called back the next day and the person I was talking to was basically telling me the same thing so I told hi! I would be calling the ********** bureau of consumer affairs and all.of a sudden after leaving the line a few times said that he would reverse the charge.

  I am wondering how many others they have scammed.  

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

  

  Business Response

  Date: 01/06/2023

  Truewell 01/06/2023
  702 ****************************************************************
  
  
  RE: Case # ********
  Customer Name: *******************
  We appreciate the opportunity to address this matter, as customer satisfaction is our top priority.
  
  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.
  
  We have already credited ********************* account in the amount of $108.28 on 12/19/2022.The credit 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: 01/12/2023

   
  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:12/08/2022

  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 ordered a small bottle of supplements from this company online about 2 months ago and received for grand total 0f $5.95. Easy come easy go. They automatically enrolled me, and I suspect other unwitting customers, in an "autoship" when there is a clear link on their page to sign up for autoship or not. One has to actively click that link. This link is not present while placing an order, but instead is part of your receipt AFTER ordering. Even then it is a link that has to be pressed. This deceptive business practice is just part of their scam. $99.97 is what they have tried to charge my account. There must be others who have fallen victim to this, or there soon will be. I have sent an email ordering TRUEWELL.COM to cease and have had to have my debit card cancelled.

  

  Business Response

  Date: 12/08/2022

  
  
  Truewell 12/08/2022
  702 ****************************************************************
  
  
  RE: Case # ********
  Customer Name: *************************
  We appreciate the opportunity to address this matter, as customer satisfaction is our top priority.
  
  ************************* placed an online on 11/06/2022 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 12/07/2022 and the subscription was cancelled at that time. In the interest of maintaining customer goodwill, we have credited *************************** account in the amount of $99.97 on 12/07/2022. The credit 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
  **************
  
  
  

• Initial Complaint

  Date:09/30/2022

  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.

  09/20/2022, this company is a scam, plain and simple, they offer free sample you pay the shipping then without notice they charge your card for ***** for the product, and when you call they act like ***** on the phone and refuse to give your money back, they are ripping people off. ******* are thieves and liars and scamming con men, they should not be allowed to be on the net.

  

  Business Response

  Date: 10/01/2022

  
  
  Truewell 10/01/2022
  702 ****************************************************************
  
  
  RE: Case # ********
  Customer Name: ***************
  We appreciate the opportunity to address this matter, as customer satisfaction is our top priority.
  
  *************** placed an online on 09/01/2022 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 09/26/2022 and the subscription was cancelled at that time. In the interest of maintaining customer goodwill, we have credited ***************** account in the amount of $99.97 on 10/01/2022. The credit 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
  **************
  
  
  

• Initial Complaint

  Date:08/18/2022

  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 received two shipments from which I didnt order they charged me 200 dollars I called them to return it theyre not ready to talk about even ,each time Im calling saying you dispute it at your bank we are not talking to you very rude people and not a decent company !I kept their fake products unopened , fake. ? Read their reviews pls !

  

  Business Response

  Date: 08/18/2022

  
  
  Truewell 08/18/2022
  702 ****************************************************************
  
  
  RE: Case # ********
  Customer Name: Obeiduollah Kouhistani
  We appreciate the opportunity to address this matter, as customer satisfaction is our top priority.
  
  Obeiduollah Kouhistani placed an online on 06/10/2022 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.
  
  Obeiduollah Kouhistani did contact customer service via telephone on 08/08/2022 to inquire about a refund. However, the product charges had already been disputed on 08/07/2022 with their bank and the subscription was cancelled at that time.Unfortunately, once a charge is disputed, we are unable to issue a refund. We must await the results of the bank or card companys investigation into the matter.
  
  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:07/11/2022

  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 have been autobilled on 5/18/22 and 6/17/22 by Truewell.com (702 ********************************************************************; **************) for ***** both times. I called Truewell today to get a refund and they (*****) refused to refund any money. We have one unopened bottle (from the 6/17/22 billing) and would like to get our money back for that bottle. According to their website - they have a statement of a 100% satisfaction guarantee - our money back guarantee). I have seen other complaints on the BBB site which shows that Truewell has issued an RMA to other customers - that is all that I am asking that they honor what is stated on their website.

  

  Business Response

  Date: 07/12/2022

  
  
  Truewell 07/12/2022
  702 ****************************************************************
  
  
  RE: Case # ********
  Customer Name: ***********************
  We appreciate the opportunity to address this matter, as customer satisfaction is our top priority. We apologize that this matter was not resolved with the customer service rep on the call dated 07/11/2022, and appreciate that we were informed so that an internal investigation can take place.
  
  An RMA # has been assigned as requested so that you can return your shipment for a refund. Your RMA # is ****************. Please write it on the outside of the package and mail it back to ** at:
  
  Truewell Returns
  RMA: ****************
  41 ************
  ********,** 04240+
  
  Once we receive your shipment back we will process a refund for you (minus the cost of shipping).
  
  We hope that this resolution satisfies ***** Cormans 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
  **************