Customer ReviewsforThorne Research Inc

I recently purchased ************* from the Thorne website and when I opened it, it appeared to have moisture damage. I reached out to the company, asking if this looked typical and included a picture. They first responded asking for the ** code and expiration date. This led me to believe they were also questioning the look of the product. I was surprised when I received an email telling me that this was typical of a product that had been exposed to heat or moisture. It may look unappealing, but the product is still effective. I also got told how to properly store supplements. This definitely bothered me. If she had simply explained to me why the product may have ARRIVED that way and told me the product was fine to consume then I would have been satisfied and conversation would have ended but instead she tried to push it off on me as if I had stored the product incorrectly.Anyways, I responded by letting her know that I did know how to properly store my supplements and that this is how this product arrived to me. I also asked if I should expect Thorne products to arrive this way. Exposed to heat or moisture and asked if it was common. Her response was pretty rude, and she was obviously annoyed. So here I am writing a bad review of a company that I loved and trusted. Most of my supplements are now Thorne. Sadly, when my supplements are gone, I will no longer purchase them. I dont need to be treated rudely for reaching out with a legit question on their product. Oh, and judging from many Amazon reviews, this particular product arrives this way a lot and sometimes much worse. It seems like a sealing problem to me, but what do I know? Im just a dumb consumer, according to Thorne.

We are very sorry to hear that you did not have a good experience when you contacted us about your jar of Amino Complex.  Our Medical Affairs team did their best to provide you with an explanation of why the product appearance was different and it is standard practice to provide our preferred storage methods to customers as not all customers are aware of the best practices to ensure product stability through the various seasons.   We apologize if the communication came across as anything other than informative and helpful.  We have issued you a refund back to your Paypal account in the amount of $34.50, which is the price you paid for the jar.  We value you and your business and hope we can still support your nutritional needs.

To whom it may concern I have never heard of this company until I was charged on my debit card two times within one minute apart for $33.99 Ive tried calling and sent email . An *********************** responded with we show no one with your name can you provide an order number I did not order as I had made clear and never heard of them yet they have charged my account and caused issues with my personal bank account. I will be filing a dispute

We spoke to *****, multiple times, me personally. We had a hacker try and push through many stolen credit cards, that happend to many copmpanies. Unfortutately ***** was the only one that went thought. The only one. I tried to help her to understand to simly call her bank and cancel the card and have a refund issued as all banks do that. I even offered to send her a **** Gift card for the $66 dollars as she was having a hard time understanding the the hack did not have any ones name attached the the orders. It was a credit cards hits. She accetped the **** Gift Card offer, but appernetly still felt the need to reach out to the BBB. We have remedied the situtaion.

I use Thorne products and am overall happy with the product. That being said, their customer service professionals are aggressive and rude. I have called and had two interactions both in which I felt as though I was a bother in calling and asking for assistance.Its unfortunate that as a customer who tries not to be difficult and always kind, that I would leave both conversations feeling this way. I wonder how many others have felt this way, and its disappointing becuase I do like their products.

We are very sorry to hear about your experience when calling Customer Service.  We always strive to provide the best service and products to our customers in all interactions.  We appreciate you bringing this to our attention and the calls will be reviewed for coaching opportunities and training.  If you need assistance on a specific feature or function, please email ********************************** with a good phone number to reach you at, the feature or function you are interested in, and we will be happy to have a seasoned agent contact you.

Deep dissatisfaction and concern regarding a recent purchase from Thorne Research are being formally expressed through this message. Thorne Research has always been held in high regard by me, with trust being placed in the quality and safety of your products. However, this trust has been shaken by a recent experience.I made a purchase on the Thorne Research website. The products acquired were Stress ********* and GI Relief (formerly GI-Encap),. To my dismay, upon the package being opened, it was found to be infested with a significant number of large ants.I message Thorn Research and received NO RESPONSE.Serious questions about the quality control, hygiene, and safety standards upheld by Thorne Research are raised by this alarming incident. The discovery of ants inside a sealed product box is considered deeply unsettling and unacceptable. The reputation of your brand could be tarnished by such incidents, and potential health risks to consumers might be posed.Concern is now felt regarding the potential contamination of the actual supplement. Serious health implications for me or any other consumer who might face a similar issue are feared.It is hoped that Thorne Research will conduct a thorough investigation into this matter and ensure such incidents are prevented in the future. A prompt response and resolution to this matter are eagerly awaited.

We are very sorry to hear that your package arrived in this condition and for Thornes delayed response to your initial email. We pride ourselves on our quality control procedures in all aspects of manufacturing and shipping, so the statement that there were ants inside your packaging is quite disturbing to us.  We take pest control seriously and have several measures in place throughout our entire facility to prevent pests from infiltrating any area of our building.  Please provide us with any pictures you took upon receiving your order in this condition.  We are confident the package did not leave our facility in this manner, so we would like to provide pictures to our carrier, so they are aware of this issue as well.

A replacement order is being expedited to you and will arrive Wednesday.  We will also be issuing you a full refund for the initial order in the amount of $55.33, back to your payment method for the inconvenience and very poor experience. 

We appreciate your business and giving us the opportunity to make this right.

This companys customer service is some if not the worse I have ever dealt with. I have taken some of their products which I have enjoyed. I am a certified PT and would like to set up a wholesale account with them to offer their products to my clients and have been continuously denied although the proper documentation has been submitted. I get no response as to why. I contacted customer service they give no answer other than a point me to an email address. I email them and still no resolution. I believe thats extremely misleading to offer an account to a PT yet deny them access. Its false advertising. Completely turned off all round by the lack of transparency!

Upon review of your account, we have found that while you hold a PT, to be considered for a qualified healthcare professional account, we need to also verify the healthcare business location and business license. At this time, we are unable to identify a healthcare location based on the information you have provided thus far to our web compliance team.  We see that you operate a company called Top Gun Customs, which does not qualify as a healthcare establishment.   We are happy to review your application again if you can provide the required information/documentation for a healthcare location.

Top Gun Custom's is the name of my business. I am a licensed sporting dealer, guide and PT. I train clients all over to get in shape for hunts and outdoor performance. I work directly with the clients in and out of the gym assisting in diet/nutrition workout routines and one on ********************* programs designed specifically for them. This account is to achieve wholesale pricing as another tool to offer my customers the service of getting them supplements to further ensure their athletic performance. What else would you like to know? What other information can I provide? I have all necessary documentation to solidify my business with FEIN,TAX Emp etc. Thank you,

I recently purchased some of the Thorne gut health products. Although I have been happy with the products, I have been very unhappy with the lack of communication and response. I placed on order on March 28, 2023. Your website states my order should arrive within 5 business days. Any exception to this should be communicated. I received a confirmation email, but never received any communication stating my order shipped. I sent an email on April 8th asking about the status of my order. I never received a response, so I called the customer service number today and was told the product was on back order until at least the end of the month. I was also told that "they" don't usually put this information on the website. The back order status should be disclosed so the customer can decide if they still want to order the product. I asked if I could speak to a supervisor regarding my dissatisfaction, but was told again "they" don't do that. I would have to send an email with my complaint and it would be forwarded. Given the lack of response from my first email, I'm not too confident I would get a response. Overall, the "customer service" at ******************** is really lacking. My previous experience calling the 800 number included extremely long wait times as well. I won't be ordering any more products from Thorne.

We apologize for your recent experience and understand your frustration.  The order you placed on March 28th did not cross into our system due to a technical issue.  It's possible the Enteromend was also on backorder at this time, but it appears to be available now for shipping.  Due to the issues you have experienced we will send you the Enteromend, free of charge.  Any pending credit card authorizations should return to your credit card in 5-7 business days, if they have not already been refunded.  Thank you. 

I purchased a bottle of Selenomethionine 200mcg from THORNE RESEARCH on Amazon. It contained 2 foreign large capsules of a mystery substance.I reviewed the product on Amazon with photos and contacted the company to let them know about the problem via email. I was immediately contacted and asked for multiple photos and confirmation of purchase, which I provided. It was escalated to the next level (evidently without any backup I provided) and I was again asked for all the same information.Then the service person wanted my address and purchase information. I told them I wanted no product and was not interested in giving my private info. I was willing to send the bottle and containing most of the vitamins and the two weird capsules but I wanted no further contact with them.I thought I was doing them a favor by alerting them to a huge problem. I haven't been thanked, only given the 3rd degree.I will NEVER buy any products from this company. Clearly they've got a major problem. I have no idea what's in those capsules. It scares me to think about it. It's my first and LAST purchase with Thorne.

We are sorry to hear of your recent purchase with our authorized Amazon store Pattern. Please know we take these situations very seriously and someone will be reaching out to ensure you have received our Return Label from ***** to get the product returned. We have also forwarded the request to get the product refunded. We again apologize for any inconveniences this may have caused. We produce products with the highest of standards for our customers and correct any anomalys that might occur. Please visit our quality page found here: **********************************************. If we can help further, please contact our support team at **********************************

I would give this company a zero stars review if it were possible. I placed an order for two supplements and paid $25.00 for two day ***** shipping. I paid the substantial amount for the 2 day shipping so that the supplements were exposed to extreme high temperatures that can adversely impact the quality/effectiveness of a supplement. Just like with medications, supplements should be stored and shipped within a specific range of temperatures. Temperatures in the central *** range in the 90's-110 degrees. I just spoke with a customer service representative and requested an adjustment for the shipping fee because it is 4 days later and I have at this time, still not received the supplements. She stated she could not adjust the fee and instead said that the 2 day ***** shipping excludes days on ****************** This should have been noted on their checkout next to the option. It can be interpreted as deceitful, purposeful misleading practices not to do so. I informed the customer service representative that I would never purchase from them again.

Upon review of our checkout process, it is stated by the shipping option when that service arrives. In this case, both 2nd day air and Overnight arrive Monday Friday. This information is visible when choosing your shipping method option.We also provide additional details in our Shipping FAQ https://www.thorne.com/faq/when-will-i-receive-my-order as to when you can expect your order.We apologize if we did not meet your expectations and will be happy to refund you the $25.00 shipping fee. You should see this credit post to your credit card in 5-7 business days.

I ordered a product that on their website (at the time when I ordered) showed a certain ingredient wasnt in their B-Complex blend in the bundle. I received the orders and the ingredient that my body cannot accept is in the capsule. I called to initiate a return and not only do I have to return the entire bundle (which is completely understandable), Im responsible for the shipping return costs. For a company that is backed by so many official sports groups, Im appalled by their return policy. Im paying a pretty ***** for vitamins which have been recommended to me by many people who swear by Thorne, but their customer service tells me sorry, your loss. This is my first and last purchase, and Im honestly bummed because this company seemed promising.

We are sorry to hear about your experience and that the product did not meet your needs. We would be happy to issue you a refund on the * Complex product. Please provide your Thorne account number, order number, fully name and product code of the item in question and date ordered. Once we have more details, well be happy to assist you further.

This was my first transaction with Thorne and among the worst business interactions in my lifetime.On August 28th, I placed an order. The order was cancelled without notification (I'm a network engineer and confirmed all emails transmitted from Thorne). I was informed by a contact center representative that the order was cancelled for suspicion of fraud due to the order's size. I contacted Thorne via email and phone more than three times since September 3rd during which I was informed by multiple representatives that the accounting team would unblock my account. It is now September 20th and no action has been taken or contact has been made. Even when requesting a supervisor, there is zero sense of accountability when contacting Thorne's support line about the problem, other than representatives sending emails to the accounting team.

We apologize for the inconveniences incurred. We do see two calls made on 09/03 and then recently on 09/20 at the time of the BBB filing. Upon further discussions with our Accounting team we are not able to reopen the account as they advised the order submitted did not meet our security guidelines. Please consider other options for purchase from our authorized retailers found online. This is in follow up to an email that has been sent from our upper management group

Thorne replied with: "We apologize for the inconveniences incurred. We do see two calls made on 09/03 and then recently on 09/20 at the time of the BBB filing. Upon further discussions with our Accounting team we are not able to reopen the account as they advised the order submitted did not meet our security guidelines. Please consider other options for purchase from our authorized retailers found online. This is in follow up to an email that has been sent from our upper management group"1. Yesterday, a contact center representative stated that the order will in fact be delivered. This is in direct disagreement with the comment above.2. In response to "We do see two calls made on 09/03 and then recently on 09/20 at the time of the BBB filing," emails were also sent to Thorne's customer support team. I was informed multiple times that I would be receiving a response regarding the matter; this never occurred.3. It is a merchant's responsibility to contact a consumer in the event of a failed transaction. Thorne failed to do so and failed to indicate the reason for the failure. It is objectively in poor form to permanently ban a first-time customer for a valid transaction without any notification. The transaction was indeed valid and met all industry security guidelines (I attest as an engineer adept with PCI compliance and ecommerce with >10 years' experience servicing the payment systems of **** of America, ***** Fargo, and JPMC).