ComplaintsforVital Proteins

• Initial Complaint

  06/06/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I along with my friend, went to purchase an item that ****** carried by vital proteins when I came home the box was opened

  Business response

  06/07/2024

  Hello, 

  Thank you for reaching out, happy to help! I am so sorry that you experienced this. In this case a replacement is typically provided from the store you purchased this from. We do require a copy of the receipt in order to provide you a solution. We will make a one-time exception to this rule and are happy to extend a courtesy replacement to you. I see you had been emailing us about this as well, I will reach out directly through that ticket to ensure a replacement is processed. 

  Please let us know if there is anything else we can help you with. 

  In Health, 
  Team Vital 

  Customer response

  06/10/2024

   
  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,
  
  ****** Pour

• Initial Complaint

  02/11/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I placed 2 orders of vital proteins collagen on the same day at the end of November. In the first box that came, all of the products expired in April 2025. When I opened the 2nd box they all expire this month February 2024. I consider this to be subpar service and product. I should never have been sent products that were so close to their expiration date, especially when I have consistently ordered products from them with a 1-2 year expiration date from the time I received them. Some of these were ordered at Christmas gifts meaning that the product was even closer to the expiration date before it could be used. I never expected them to be about ready to expire given my history of ordering products with expiration dates at least a year out. I consider this a completely subpar item and below what I would expect from a reputable company. I requested an exchange or refund but this has not been resolved.

  Business response

  02/13/2024

  Hello, 

  Thank you for reaching out, happy to help! We are so sorry for the complications here. We actually utilize best by dates on our products because our products generally have a shelf life of 3-5 years. While an expiration date indicates when a product is unsafe to consumer, a best by date indicates when a product is at its peak condition however it is still safe to consumer past that date. Please let us know if you have any further questions.

  In Health,
  Team Vital 

  Customer response

  02/16/2024

   
  Complaint: 21278548
  
  I am rejecting this response because:  Just because the product is safe to consume doesn't mean that it retains it's nutritional value.  What is the criteria you use to determine peak freshness and what happens to the product after it's best by date? What changes in the product or is lost in the product when it is past it's best by date? How much longer of a shelf life does the product have past it's best by date and what criteria do you use to determine "shelf life"?   What happens to the product when it is past it's shelf life?  Clearly some sort of criteria has been used to determine a best buy date, the only information provided to customers who are deciding whether a product is still good and desirable to purchase.   I paid a lot of money for the nutritional value of this product and I should be able to purchase a product that has a best buy date that is reasonably far away from the date purchased so I and the people I'm gifting it to have time to consume it while it is still fresh.  I'm certainly not interested in paying for and using a product that isn't fresh and that has lost some and possibly most of it's nutritional value.
  
  Sincerely,
  
  *****************************

  Business response

  02/28/2024

  Hello,

  Peak freshness is up to the best buy date as some our products have a shelf life up to 2+ years.  After this date the product may lose its freshness, taste, aroma and/or nutrient content.  We do extensive testing on our products throughout shelf life such as Ambient Condition (CRT) studies and if a product is used beyond shelf life or best buy date than we cannot guarantee its potency or taste or determine how long it will last beyond that date. We would love the opportunity to make this right with you. Please email us a ******************************* so that we can find a solution that works best for you. 

  Thanks,
  Team Vital 

  Customer response

  03/08/2024

   
  Complaint: 21278548
  
  I am rejecting this response because: 

  Thank you.  This complaint is not resolved.  I have sent an email to the company and am waiting for a reply. 

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

• Initial Complaint

  07/25/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  The product was recalled per **** The company refuse to give me a refund of the product by not responding to my emails.

  Business response

  07/26/2023

  On July 10th, 2023, Vital *********************** team responded to an email from **********************, dated July 6, 2023 (see attachment). The email response (in our CRM system: Salesforce OMNI; Consumer Contact: ********) to the inquiring party provided details about the impacted singular batch of product and noted a process, formulated by ******, for how to collect a return of funds by ******** As stated in our official recall notice: ***********************************************************************************************************************************************

  Customer response

  07/26/2023

   
  Complaint: 20376280
  
  I am rejecting this response because:

  I have contacted ****** (fulfilled via Instacart).  I have tried to resolve this with ****** and Instacart.  Both told me to reach out to the manufacturer, which is Vital Protein.  Can I please get a refund?
  
  Sincerely,
  
  ***************

  Business response

  07/27/2023

  Vital Proteins connected with the customer, ***************, on 7/26/2023, and collected proof of purchase for the ****** product. Upon receiving this information, a complementary order of equal amount was processed: Order Number - 110003134262. Per the customer's email: "I'm happy to take a complementary order equal to the item that was discarded." 
  

• Initial Complaint

  04/01/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I cancelled my subscription completely - to the point where my VIP account page showed that the subscription was cancelled - due to going abroad for an extended period of time. But somehow I got charged again for a subscription order that popped back up on my account! Which I explicitly cancelled! And now I'm trying to cancel it again, and the company isn't letting me do that. This is a complete scam and absolute s*** I will never buy from a service that just voids my cancellation and keeps charging me when I've already cancelled.

  Business response

  04/03/2023

  Hello ****,

  Thank you for reaching out, happy to help! We are so sorry for the confusion with getting your subscription cancelled. It looks like that subscription has been successfully cancelled. We will go ahead and issue you courtesy refund for order #************. You can expect those funds back into your account within the next 3-5 business days. Let us know if there is anything else we can help you with.

  In Health, 

  Team Vital 

• Initial Complaint

  03/25/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I was mysteriously signed up for a subscription that happened while I was asleep. I woke up to email confirmations for orders that I DID NOT place. I have canceled the subscription on the website multiple times, yet every time I log in the subscription is active. Cancel this subscription immediately please, I do not want it. Remove my payment method from my account.

  Business response

  03/28/2023

  Hi *******, 

   

  Thank you for reaching out, happy to help! We are so sorry for the confusion. We have cancelled your subscription so you will not have any orders processed going forward. You should receive an email confirmation of that however I will follow up with you via email as well. Order #************ will be your final order on that account and it has already shipped out. If you would like to return that order please let us know and we can get that label emailed over to you asap. Again I will send all of this information via email as well incase that is easier to response. 

   

  In Health,

  Team Vital 

• Initial Complaint

  03/21/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I have a subscription to the marine collagen that I want to cancel, but the "Cancel Subscription" link is inactive, and there is no option provided to remove my credit card information from my Vital Proteins account to avoid a future charge. This is so shady! Their customer service chat line also doesn't seem to be valid (it continues to say I'm 4th in line for hours), and the phone line left me on hold with no one ever picking up. (I called during business hours on 3/21 at 10:00 AM CST). Now that I'm still on hold and doing research online, I see that hundreds of other people have had the same experience, and the only resolution seems to be filing a BBB complaint. I'd really rather not cancel my credit card or report this as fraudulent to Chase in order to end this silly nightmare, but I will if I have to.

  Business response

  03/22/2023

  Hello ****,

  Thank you for reaching out,  happy to help! We are so sorry for the delay you experienced trying to get ahold of ** via chat and phones, we will do our best to make that wait time shorter in the future. To confirm your subscription has been canceled, going forward you will not receive any further shipments. You should have received an email confirmation of that. 
  
  Let us know if there is anything else we can help you with!
  
  In Health,
  Team Vital

• Initial Complaint

  03/07/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I ordered one container of Vital Proteins collagen supplement. It subsequently made me very sick as I had an allergic reaction to their product. 10 days ago I contacted Vital Proteins via email and phone and canceled my subscription prior to shipment. They never returned my emails and would not return my numerous voicemails regarding the cancellation of my subscription. They immediately charged my bank account and will not refund my money and cancel my subscription.

  Business response

  03/08/2023

  Hello ********,
  
  Thank you for reaching out to us on the Better Business Bureau! We are here to help.  
  
  We are sorry to hear that you experienced this and appreciate you calling this to our attention.  So we may be able to provide you with the best resolution, could you kindly provide the information below:
  
  1. Name of the product 
  2. Batch Code or LOT#- this can be found either towards the bottom of your item or near the bar code.   
  
  A small percentage of the population can experience a reaction to any food, drug, or dietary supplement, and it is often difficult to pinpoint the exact cause. We encourage you to consult your licensed healthcare professional who can assist you in deciding whether a supplement will be a helpful addition to your regimen.   
  
  Again, thank you again for bringing this to our attention and we look forward to hearing back from you soon. We will send this in an email as well in case it is easier for you. 
  
  In Health, 
  Team Vital

• Initial Complaint

  02/23/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I began using Vitals Proteins Collegen Peptides in Jan 2023. I received as a gift from my daughter. have developed an itchy, dry rash on my neck and face. The only thing that I changed/added to my daily routine was VP. I contacted a company rep via chat and ****** told me she couldn't provide the **** to me. I asked to speak to a supervisor and she abandoned the chat for over seven mins, returning to apologize and she was trying to get the info. I opted to call their main number and this time was on hold for over ten mins. I don't believe these people have any intention of communicating with their consumers. I have d/c'd use of this product and am now on a prescription antihistamine from my PCP and have an appt with a dermatologist hoping something helps. I want full disclosure on what is in this product ASAP.

  Business response

  02/23/2023

  Hello *****
  
  Thank you for reaching out to us on the Better Business Bureau! We are so sorry ****** was unable to provide you the information you were looking for. 
  
  Also we are sorry to hear that you experienced this and appreciate you calling this to our attention.  So we may be able to provide you with the best resolution, could you kindly provide the information below:
  
  1. Name of the product 
  2. Batch Code or LOT#- this can be found either towards the bottom of your item or near the bar code.   
  3. Order number 
  
  A small percentage of the population can experience a reaction to any food, drug, or dietary supplement, and it is often difficult to pinpoint the exact cause. We encourage you to consult your licensed healthcare professional who can assist you in deciding whether a supplement will be a helpful addition to your regimen.   
  
  Again, thank you again for bringing this to our attention and we look forward to hearing back from you soon. We will send you an email confirmation of this information as well! 
  
  In Health, 
  Team Vital

• Initial Complaint

  01/28/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased Viral Proteins, Beauty Collagen Tropical Hibiscus from Amazon December 2022.It contains Licorice root that can't be consumed by anyone that takes ** medication.I spoke with VP info@vital proteins.com.I filled out the info as to why I wanted to return the product because the other ingredients weren't visible on the website.I was instructed to speak with my Dr.I told the representative that my Dr.needed to know appx.how much was in the container.2nd communication with a representative,I was told that someone that worked in nutrition would contact me.01/09/2023.I tried once more and was told that the product was unreturnable.I explained once again, that nothing stated that and I just needed to know if someone could tell me how much licorice root was in a serving.no reply from anyone.

  Business response

  01/30/2023

  Hello ****,

   

  Thank you for reaching out, happy to help! We are so sorry for the delayed response and complications with finding a resolution to your questions. Our Beauty Collagen - Tropical Hibiscus (9.6oz) has roughly 25.27 mg of Licorice Root in each canister. Let us know if you have any other questions, we will send you an email confirmation of this as well.

   

  In Health,

  Team Vital 

  Customer response

  01/31/2023

   
  Complaint: 18943685
  
  I am rejecting this response because:
  
  Sincerely,
  
  *********************

  Business response

  02/09/2023

  Hello ****, 

   

  We are so sorry for the complication here. Let us know if there is anything else we can do to help you. 

   

  Best, 

  Team Vital 

  Customer response

  02/15/2023

   
  Complaint: 18943685
  
  I am rejecting this response because: Poor communication not a company that I want to do business with.I have a unopened canister of a product that I can't use,I tried servaral times to just get a refund.surely they have made exceptions in the past for customers that couldn't use their products.this is awful that this matter has been going on this long.
  
  Sincerely,
  
  *********************

• Initial Complaint

  01/11/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Dec. 23 payment processed. for $29.64. ******* 10 claimed to be delivered. Tracking ID: ********************. My package was not delivered. What upsets me the most was that I could not get ahold of a single person whatsoever on the phone to speak about this issue.60 minutes + on the phone waiting to speak to someone at Vital Proteins, 45 minutes + on the website waiting to chat with someone. I arrived into the chat as #2 in the wait line.I've spent $60/month over the last 5 months or so as a subscriber, and purchased many products in Whole Foods. How on a Wednesday in the middle of ******* is it impossible to reach anyone? This is also after I spent an hour on the phone with **** trying to get ahold of someone to no avail. If I want to track my package at this point I'd have to go into every single *********** in my city and many require a reservation.I wanted a refund or to be assured a replacement would be sent. After realizing my money cannot afford the company a decent customer service team I will most likely be cancelling my subscriptions altogether.

  Business response

  01/12/2023

  Hello *****,

  Thank you for reaching out, happy to help! We are so sorry for the delay with getting ahold of us are that your order never arrived. We are happy to issue you a replacement or a refund for that order asap. We will be in touch with you via email for next steps. Let us know if there is anything else we can help you with.

  In Health, 

  Team Vital 

  Customer response

  01/16/2023

   
  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,
  
  ***********************

*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. ↩