ComplaintsforThorne Research Inc
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Complaint Details
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Initial Complaint
01/11/2022
- Complaint Type:
- Product Issues
- Status:
- Resolved
TERRIBLE company. I tried to get help in a return and they would not honor the return to send back. I wrote them about my concerns and when they didnt call back afrer 24 hours I called again. Attempted to call and talk to them explaining my frustration and between the nasty tones and remarks she hung up on me. Not ok. DONT BUY FROM THORNE. And this is after I have been a repeat customer over the years!Business response
01/12/2022
Dear ***************,
Upon our investigation into what has transpired and to follow our policy guidelines we are reaching out to our returns team to issue a full credit as courtesy for your mis-ordered product. Typically we do not send out return labels for a return that was mis-ordered, but upon management review and to stay within our policy guidelines we will be issuing a credit. We appreciate your support and time as a customer.Customer response
01/12/2022
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
*************************Initial Complaint
10/28/2021
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
On 8/27/21 I purchased a "Biological Age Kit" from Thorne Research. After reading some reviews and reconsidering my interest in trying the product, I decided to request a refund. Between mid-September and 10/27/21 I have contacted Thorne Research via chat or phone at least five times and requested a refund. On each occasion I was told there was a small administrative fee that would not be refunded, but otherwise it would be processed. At least four of the calls resulted in a statement from Thorne that they would call me back with timing on the refund. I have received no follow up calls and no refund. I am now at the point that I will no longer be buying their products, nor will I be endorsing them to others.Business response
10/29/2021
Our investigation shows that the customer did request a refund of the Biological Age test the first part of October 2021. Due to a backlog in returns processing the refund was unfortunately delayed in being issued. We apologize for the inconvenience and a full refund for the test has been issued to credit card ending 2007 in the amount of $104.74.
Initial Complaint
10/21/2021
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
ordered a stress kit a home saliva test. Mailed it back and have not had any response from the company. I called and emailed them and still no results or acknowledge of receiving my test and they are to have a 8 to 10 day turn around from receiving the test to giving you results. I paid $150 for the stress kit and took a lot of time doing the procedure. I want some answers. the company should have accountability and knowledge receiving my test something !!Business response
10/22/2021
Upon looking into the status of the stress test being received, we see the customer did speak with our CS team on 10/21 stating she mailed the test back on 10/13. Once the test is mailed, it takes 3-5 business days for the lab to receive it. Barring any unforeseen delays with delivery, the lab would receive the test on or around 10/19. Once the sample arrives at the lab, it takes approximately **** business days for results to become available as stated on the website,with the results being available on or around November 1st to November 3rd. We are working with the lab to get a better timeline and will be reaching out to the customer once we have more information
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Customer Complaints Summary
14 total complaints in the last 3 years.
4 complaints closed in the last 12 months.