ComplaintsforNurture Life, Inc.

• Initial Complaint

  10/12/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I opened a second account in April/May with this company under the email ******************* to send a baby gift to a ****** family that had received a new placement, we are a ****** family too. We used a bank account that we rarely use because we had a little extra cash we needed to spend. We mailed the box to 118 SW 10 ter, they loved it! After they received their box, we canceled the account, until the next ****** family. Fast forward to September, I get an overdraft notice in the mail from my bank. The account with you was apparently reopened and was charging my account weekly from June -July, my bank paid the charges and reported a charge off on my account. Now we owe the bank & have a charge off when we have never had anything negative on our credit. I had no idea this was happening because I don't use the account often. The boxes were being mailed to ***************************************************, this address does not exist. My ****** family address that I originally used, only received one box and has proof on a blink camera that the other boxes were not received . Your company has been shipping to a non existent address and billing me. Look up the address, its non existent, the boxes returned to you. You need to refund my account for all food except the first order, I will even accept an account credit to gift other ****** children. I see all your complaints on BBB are for charging accounts after cancellation, this is clearly a tech issue on your end. Ive had 20 plus subscription services and never had this happen. The boxes were never received and we have proof. I have emailed the company repeatedly with a refusal to refund. I dont want to take this to court, but I will if needed, you are punishing a ****** family gifting a child in need.

  Business response

  10/20/2023

  Thank you for reaching out. The information provided by the customer is not correct. First and foremost, we do not charge customer accounts after cancelation. All related complaints are for customers who did not manage their Nurture Life account in time prior to their weekly order cutoff which is communicated on our site and email communications. We do not re-open customer accounts on their behalf. The account was not previously canceled until we received an email request on August 24, 2023. Furthermore, the address was provided by the person who created the account, which was never updated, including the first order which they stated delivered in spite of the address being incorrect. I have attached a screenshot of the label that includes the order date creation as well as the address that was input as proof beginning with the first order. We have no way of knowing if we are not contacted that an address is incorrect, and unwanted charges are being incurred. It wasn't until 7 orders were successfully shipped and marked delivered by *** that we heard from the customer, requesting that we absorb the cost. While we are happy to work with the customer to come toward a resolution, we are not offering a full refund of 6 orders for approximately $500.00 for legitimate orders that were prepared, shipped and at least marked delivered as scheduled. The last two orders tracking are attached here as well, which clearly indicate delivered to the "front door" in **********, **. When they are returned to sender, *** denotes the tracking as such. Once we receive further information from ***, we will follow up.

  Customer response

  10/20/2023

  Please follow up with **** the boxes were returned because they couldnt be delivered to a bad address. Im disappointed in your response considering Ive been a customer since Feb for my ****** child on my main account. I did not cancel the account in August either.  The bank stopped paying.  Maybe the cancellation didnt go through in May, but if it didnt, you need to check your tech on reliability of cancellations.  Is it tricky to customers? I really like your meals for my kiddo, but I feel like someone should have notified me when packages were being returned, then I could have canceled immediately.  Please consider a compromise, I feel ripped off.  I was probably wrong in not double checking the cancellation went through, but cancelation should be easy, not tricky, and you should tell a customer when packages are being returned. Not to mention this is a huge ****** care area in ******* and I was giving your  companys name to everyone.  Please call *** to see the packages were returned. 

  Business response

  11/01/2023

  As we stated in our response, the packages were not returned to our facility. The tracking which we provided in the previous response, showed, they were delivered. Any time a package is returned, *** marks the package "returned to sender" which was not the case for any of these orders. Furthermore, we do not make canceling a subscription tricky or misleading to customers. The link to cancel can be found directly in the account settings tab at the bottom of the page. An email will immediately be sent as confirmation once this action is completed. We also outline these steps in our FAQ and will happily assist customers with canceling when and if we are contacted.

  We contacted *** who did confirm all packages were successfully delivered, however, because the address was entered in wrong in your account from the date of sign-up, *** corrected the address for the first order only to the correct address. They then corrected the address for the rest of the deliveries, however,  updated it to the following: *************** instead of 10th TER. As a courtesy, Nurture Life will be willing to credit the cost of each of the 6 orders not received to your Nurture Life account once a month until the balance is used. We are not offering a refund for these orders, as Nurture Life had no way of knowing they were not received and/or delivered to the correct address since we were not contacted until many months after the deliveries took place.

  Customer response

  11/01/2023

   
  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.  Please tell the business to credit my account. 
  
  Sincerely,
  
  *****************************

• Initial Complaint

  09/18/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  On 9/7/23 I purchased a subscription for a trial with Nurture life. I would 50% off my first box and 20% off the next 2 boxes. It was stated that I will receive the shipments on Friday. My first box would arrive on 9/15/23. On Friday, 9/15/23, I never received a box. My bank was charged on Monday 9/11/23. I waited until the next day to complain as I have had late shipments before. On 9/16/23 I wrote an email to the company at ********************************* no response. Monday 9/18/23 I called the company to speak with a representative, had to leave a message, no response. I am unable to get into contact with a person to request a refund or my package.

  Business response

  09/18/2023

  Hello. Thank you for reaching out. Our hours of operation are Monday-Friday, 9AM-5PM CST. We ask for ***** hours during business hours to assist our customers. We are a small team and receive a high volume of email and phone inquiries. Please allow our ********* time to respond to your inquiry regarding your missing package and we will ensure our team offers a resolution.

• Initial Complaint

  06/21/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  My wife and I have tried to cancel our subscription 3 times now. We have received orders of frozen food that was not frozen on several occasions making the food not safe for consumption and yet we still keep getting charged. Every time we cancel, 3-6 months later the account reactivates. I cannot remove my credit information from the page. I just received an order today and it was random food we cannot use and it was leaking. I clicked the cancel link this evening and it has now scheduled another delivery to leave in 2 days. Why?!? What type of scam is this?Refund $69.42 Just refund our money, cancel our account and lose our credit card information please.

  Business response

  07/02/2023

  To whom it may concern. We have reviewed the customer complaint as well as the information associated with their Nurture Life account. Prior to June 21, 2023, their account was not canceled but rather it was paused. The pause feature is a temporary hold which is denoted on our site as well as in the email confirmation given immediately following the pause. You must select a resume date and the current maximum pause is three months. The link to cancel entirely can be found directly beneath the pause subscription feature which will immediately take you to the cancelation page. As a weekly subscription service, in order to not receive additional deliveries, your account must be canceled prior to the order cutoff which was Saturday, June 17 by 11:59pm your time. Any order past its cutoff at the time of cancelation will still be delivered as your last as the meals are made-fresh-to-order. When an account resume from a paused state, we do send multiple emails prior to the order cutoff to alert our customers and I have attached them here for reference. As the order was prepared, shipped and delivered as scheduled, we are not able to offer a refund per the terms of our service.

  Customer response

  07/06/2023

   
  Complaint: 20219104
  
  I am rejecting this response because:

  I absolutely did cancel previously after having several orders arrive thawed and room temperature. I am requesting a refund amicably from this last order, prior to going to my bank for that refund.

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

  Business response

  07/09/2023

  For the reasons we stated in our follow up, including the screenshots showing that the account was not canceled prior to the date we included and went the confirmation email was sent for the customer's records, we cannot offer a refund for the order that was delivered as scheduled.

  Customer response

  07/10/2023

   
  Complaint: 20219104
  
  I am rejecting this response because your screenshot does not show my cancellation date only the date of my order on June 23rd. I cancelled prior to that date. You are incorrect and your screenshot shows it.
  
  Sincerely,
  
  *****************************

  Business response

  07/11/2023

  Hello. I have attached the email confirmation that was received by the account holder, which communicates the cancelation and the final order due to this taking place after the order cutoff. When a customer cancels, this email is automatically generated for your records and if cancelation took place prior to Saturday, June 17 11:59pm your time the order would not have been charged and processed for delivery.

• Initial Complaint

  11/08/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I'm currently on the second phase of a chargeback for an order which we don't have an order number for, instead we have the tracking number 1LSCZ60001008RJ. My wife ordered a meal from the Nurture Life website. Being from ***********, she was not used to auto subscriptions being a norm and did not clearly see or click to acknowledge any auto subscription. She never desired a subscription. An email was sent with only a few days to change or cancel the order on August 10th, with the cutoff being on the 13th (a Saturday). She did not see this email as there was a large number of promotional emails sent before and after the order notification email which was not highlighted as important. We weren't aware until August 15th when the charge was made. We attempted to call and email on August 15th to quickly stop the order but did not receive an answer or email response. Had the company had proper staffing to answer phone calls and emails, they would have been able to cancel the order which had a shipping label created well after our phone call and email outreach. We received a response on August 16th, and were told they would not be able to stop the order due to the it being in the final stages of shipping. According to the tracking number, Laser Ship stated that they were awaiting the package to arrive, and they did not receive the packed until August 18th. They had ample time to change the order but chose to move forward and rely on the cutoff date which was not properly relayed in a timely manner and was not marked as important. Due to the practice of auto subscribing without a solid acknowledgement, sending important emails without highlighting importance between several promotional emails, and not using situational flexibility, I am requesting a refund. I have already moved forward with re-opening the chargeback and submitted phone records, email correspondence, tracking updates, and the dispute letter attached in this complaint. Refund and change your policies.

  Customer response

  11/24/2022

   
  Complaint: 18376360
  
  I am rejecting this response because:
  I explained that English is my wifes second language. I explained that she has never experienced auto subscriptions in ***** and didnt experience it here until now. We called and emailed before the package was sent. The phone kept ringing and we didnt even have a chance to leave a voicemail. Our email wasnt responded to until the next day and we were informed that voicemails normally take 24 hours to respond, so a voicemail wouldnt have helped either. Nowhere in the *** was there mention of staffing issues or a 24 hour voicemail response and email time.
  

  Everyone is aware that my wife made a mistake and we made an ******* attempt to prevent the shipping but had you properly staffed your phones and/or emails channels, this entire issue could have been prevented.

  Were asking for situational flexibility. I made several points and the only thing you can point to is subscription disclaimer. I dont see why that isnt made to be optional rather youre forced to subscribe and cancel. At first glance it looks like any other disclaimer, and so it didnt appear significant. 

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

  Business response

  12/08/2022

  On our contact us page and via phone, we ask to allow 24 hours to respond to all inquiries as we receive both a high call and email volume daily and want to ensure we accurately set expectations, though our response time is typically much faster than 24 hours. We do not have any voicemails from the account and we responded to the very first email well before 24 hours. The first email was received on August 15 at 2:05 pm and a response was provided via email on August 16 at 11:02am. As we state, it does not go by the ship day for your meals, it goes by the order cutoff because the meals are made-to-order. We informed the customer at the time that we do not accept return packages of the meals because they are perishable, however, they still opted to refuse the package. For all the reasons we have stated, we are not issuing a full refund for this order. As a courtesy, we can issue a Nurture Life account credit for a new order, however, are unable to offer a refund.

  Customer response

  12/14/2022

   
  Complaint: 18376360
  
  I am rejecting this response because:

   

  I understand that your business has a high call volume, what I don't understand is why this company feels it is acceptable to not have proper staffing to answer calls when they arrive or when it feels it is appropriate to allow such a high wait time of ***** hours as it states on your page. That is not typical in any company and shouldn't be the norm for this one especially when it involves perishable foods which could end up in wasted if a customer didn't realize they were autosubscribed.

   

  I explained that English is my wife's second language. I explained that she had never dealt with auto subscriptions. Your disclaimer looks like any other, very small and already clicked. Because she certainly didn't request a subscription on her own. 

   

  ******, my wife, always had a fear that when she would arrive to this country, that she may get taken advantage of. It has been over two years, and the only time she has felt this way was with this company. I personally assured her that the U.S. as a whole was taking active steps to lower Asian hate and that companies were very understanding if there was an issue.

  It isn't our fault that this company:

  -Doesn't have enough staffing to answer calls or emails promptly

  -Is reliant on a disclaimer that is small in print and is already clicked

  -Expects customers to wait ***** hours for a simple response

   

  You stated you didn't have a voicemail, that is true. Because I sat on the phone for over a few minutes without ever hearing an answer, prompt, or voicemail. You stated that you emailed well before 24 hours. First email was on August 15th at 2:05 PM. The response was on August 16th at 11:02 AM. That's about 21 hours. Your definition of well before is quite exaggerated.

   

  Long term solution, hire more staff. Put the wait time directly below where it says contact us, because if I already see a number and email, how would I know to click contact us to know that your wait time is higher than usual.

   

  Short term solution, provide the refund. As a customer relations personel, you need to assess the cost vs reward. 

  You're holding on less than a hundred dollars and displaying a lack of care to our situation, especially to my wife who is not from here and is steadily learning English.

   

  I will be sure to list more reviews on sites like ******* Yelp, etc about this whole experience and your responses. I'm allowing you the opportunity to make it right and to better your relations. So far you already have a few rejected complaints here as well. I hope you take this into serious consideration. We don't want the credit, we want a refund.

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

   

• Initial Complaint

  10/24/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I tried to cancel my order the day after it billed me, it doesn't even ship for a few days so they could have canceled the order, however they took a few days to even reach back out to me to resolve this issue then tell me it's too late. What bad business, to sit on a request, when I email AND call multiple times, and then tell me it's too late, it still hasn't even shipped so it isn't too late.

• Initial Complaint

  05/06/2022

  Complaint Type:

  Order Issues

  Status:

  Unresolved

  More info

  I was referred to this company and got a free week ' $50' off for doing so. This company sent an email pausing the order due to too many referred people and then sent the order anyway and took off the credit and charged my card $52! On Dec. 17th 2021. They would not fix it and after I sent all the proof through email they quit responding after I emailed many times and the account was canceled.

  Customer response

  05/31/2022

   
  Complaint: 17172278
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***************************** This information is not true. I sent them the email that said I was referred and they are being deceitful trying to lie saying I was never referred, they can see my original order that was 2.**. They paused it and started it back without the credit! They should've just canceled it. Terrible business practices.. They received too many referrals and didn't want to keep up their end. Simple as that. This is the worst I've ever been treated by a company. I will never quit warning others of this terrible business.

  Customer response

  06/15/2022

   
  Complaint: 17172278
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***************************** I sent in all my responses to the business in which at that point they quit responding, of course. I sent the emails to which I signed up and to which the company paused the shipment and sent they sent out a shipment even though it was paused! That is the point in which i got charged FULL price because they sent a subscription order that was PAUSED! This is ridiculous. Ive never been through this with another company in my entire life! I'm also going to contact local agencies in ******* about this as well. I will continue to warn others of this company and lengths they will go to scam people out of money.

*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. ↩