16 Customer Reviews
Sort By
- Date
- Highest Rating
- Lowest Rating
Review from divya g
1 star07/12/2023
I signed up to receive a 20oz Vital Protein Collagen every 4 weeks and a vital marine collagen every 6 weeks. I have moved to a different location and am trying to change my new address. I am trying to log in via my password to change the address but they are not letting me. Even the password change request is also not processed with just the message that the email id is not registered. I have tried logging on with the previously confirmed order send to the same email id but to no avail. I'm concerned that my order would be shipped to a my previous state address. I hope this is a reputable company which will not cheat consumers by not allowing them to even change their shipping address. I tried reaching out to their phone service but again no response. This is getting sketchy now.
Vital Proteins Response
07/14/2023
Hello *****,
Thank you for reaching out, happy to help! I just resent you the account activation email which will prompt you to set up a password so that you can get logged into your account. We are so sorry for the frustration with that portal. We are happy to make any adjustments for you from our end.
I sent you a follow up email so you can get in touch with us with any questions. Please let us know if there is anything else w can help you with.
In health,
Team Vital
Review from Tricia S.
1 star02/25/2023
Ordered a **** ounce vital proteins collagen peptides. Received the order and the container was half full. Literally half of the product was not in the bottle. I do have photos should I be able to upload them. Talk about a scam. Then it did not mix in my cool drink. Just clumped, completely, and ruined my drink. Sadly disappointed and feel ripped off.Review from Liza V
1 star02/19/2023
What a disappointment this company turned out to be! I should have come to this site first before beginning a subscription with them. The first couple of orders went great but now they have taken my money, but its been 10 days since my order should have gone out, I have been out of product, ( which I take daily), and after multiple unanswered calls and an email, I was told its sitting in the box ready to be shipped, but he doesnt know when it will go out!!??? !! When I asked to just cancel it ( because I could order it elsewhere and get it sooner), the gentleman said No. Its too late to cancel it. Needless to say I canceled the remaining subscription but am still waiting for the order I paid for 10 days ago.Dont offer a subscription service if you are to inept to handle it properly, or cant put your paying customers first.Review from Kim W
2 stars11/05/2022
I just signed up to receive a 20oz Vital Protein Collagen every 6 weeks and already the password I set up to verify my account is not allowing me to access the site. I'm concerned and will continue to speak out if my order is not shipped. I hope this is a reputable company. I will confirm soon!Vital Proteins Response
11/07/2022
Hello ***, Thank you for reaching out! We are so sorry for the complication with getting your account set up. We have just resent you the email you need to get logged in so that you can control your own subscription. If for some reason you are still unable to get into your account please call us at ************** Our business hours are 9:00AM and 5:00PM Central Time, Monday through Friday, except holidays.Thanks,Team VitalReview from suzanne s
2 stars06/05/2022
I have reached out multiple times to try to change the frequency of my shipment to absolute radio silence. I am astounded that a company that has a high profile spokesperson (shame on you ******) would be so lame. I want to cancel but can't get anyone to respond to me!!!Vital Proteins Response
06/13/2022
Hello *******, Thank you for reaching back out! We are so sorry for the delayed response and frustration this has caused. It looks like we have sent you a few email responses over the past few months however those could have been sorted into your spam folder so our apologies for the confusion. To confirm, your subscription program has since been cancelled so you will have no further orders processed. Please let us know if there is anything else we can help you with! In Health,Team VitalReview from Sherry M
1 star04/14/2022
It's been almost 4 months since I reached out to VP to return an order (because I found it cheaper elsewhere) and after 3 months of numerous emails to VP, I finally got a message with instructions for the return. I returned it via ***** and was told I would be credited in 4 to 6 business days. It's been nearly two weeks and I'm still waiting. Their customer service is shameful. I thought they were a reputable company.Vital Proteins Response
04/14/2022
Hello ******,Thank you for reaching out, happy to help! We are so sorry for our lack of communication with you on this. I have issued you a refund for that order and sent an email confirmation to you as well. You should receive those funds back into your account within the next 3-5 business days. Please let us know if there is anything else we can help you with. In Health,Team VitalReview from Jake S
2 stars03/05/2022
Held a 3 free jar of protein promotion months back, later on get an email saying my free orders were cancelled and now I get tons of spam calls.Vital Proteins Response
03/07/2022
Hi Jake,Thanks for reaching out. The Vital Performance 5 oz. Sampler Bundle promotion, which was intended for a small, targeted audience, had been posted on a discount site without our knowledge. Because of this mass influx of orders and our limited supply, we are unfortunately unable to fulfill your order. Because of this mixup, were canceling all orders related to this promo. We apologize for the inconvenience! As for the emails you now may receive from us, you are able to unsubscribe from that email list. You should see the option to do so at the bottom of every email. In Health,Team VitalReview from Constance R
1 star03/03/2022
First time customer, placed order 02/24/22, card charged same day, it was to ship 24 to 48 hours, today is 03/02/22, no shipping email. Sent email to customer service 02/28/22 to request the sale price as my order had not yet shipped and if not to please cancel the items and reverse the charge to my card. No response, no shipping email, ***** *********Vital Proteins Response
03/04/2022
Hi *********,We are so sorry for the delay and our lack on communication with you on this. We have issued you a full refund for your order, you can expect those funds back into your account within the next 3-5 business days. Please let us know if there is anything else we can help you with. In health, Team VitalReview from Sara S.
1 star01/26/2022
i ordered 3 items only received 1. tried to go on my account at vital proteins and it says login error so i cant get inline to cancel my subscription. when i called couldnt get to talk to a person just kept hearing the same message saying "shut the kale up"Vital Proteins Response
01/28/2022
Hi ****,Thank you for reaching out here, happy to help! We are so sorry for the technical errors you were running into, I have passed that feedback on to our IT team. We will make sure you receive all of the products you paid for, I have reached out to you via email for next steps. Please let me know if there is anything else we can do to make things right for you.In Health,Team VitalReview from Jane W.
1 star01/11/2022
I was on a subscription plan with Vital Proteins & placed my last order before canceling after a significant price increase in mid October, 2021. Today is January 10, 2022 & all attempts to contact this company via phone, ************ have gone unanswered/unresponsive. I now see these exact complaints here on BBB as well as TrustPilot. This company has the money to pay for a highly-visible spokesperson but neglect loyal customers & keep their money!!! It seems to me this is a well documented track record of theft & needs to be investigated. Obviously I will never buy products from this company again, this breach in customer service is a reflection on the company as a whole.Vital Proteins Response
01/31/2022
Hi ****,Thank you for reaching out here, happy to help! We are so sorry for our delay with getting this resolved for you. It does look like your order has since been fully refunded. Please let us know if there is anything else we can help you with. In Health,Team Vital
BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period. BBB Business Profiles are subject to change at any time. If you choose to do business with this business, please let the business know that you contacted BBB for a BBB Business Profile.
As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation.