ComplaintsforWellness Brands

• Initial Complaint

  02/12/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Nov of 2021 I placed order for CBd gummies. Dec 6 received auto shipment(which I never signed up for and was charged $119.94) I immediately took pkg to UPS and paid to have It returned. Called company and explained I was returning pkg they informed me I signed up for subscription I did not. Anyway they said they would refund my visa as soon as pkg was received by them, well now it’s Feb 2022 and still no refund I have at least 10 or more text msgs from them first they wanted proof by tracking number I sent it then every time I call they tell me to wait 7-10 business days seriously it’s been months They insist a refund of $107.94 went on my visa **** my bank said no not there Now my call Monday Feb 11 said they will refund and then yesterday I received email stating they want ups tracking number AGAIN They already have it This company is a sham. Please help Nancy Meyer

  Business response

  02/14/2022

  **** ******** *** ***,

   

  After reviewing the account I can confirm the issue. I did verify that the product has been returned. We have issued a refund of $107.91 and $12.00 to total out too $119.91 for a 100% refund for a subscription that was charged on 12/04/2021.

   

  Please allow the $12.00 refund about 7-10 business days for the refund to reflect. I do see the $107.91 has been issued and should of reflected into your account by now.

   

  If you have any other questions please let us know.

• Initial Complaint

  01/27/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I placed an order on 1/25 for their product and the price shown on the advertisement was not the amount taken out of my account. So I canceled the order on the same day 1/25. I talked to a representative at the company and they said it was canceled and I would be refunded which was recorded and I did receive an confirmation email on my cancellation. However 2 days later on 1/27 the amount was still taken out of my account so I called back and the person I talked to said my “account” was canceled not the order. I feel this was misleading on so many levels.

  Business response

  01/31/2022

  Hi ****** I am sorry for any confusion. I looked at the order and it appears the refund was not processed because the product was delivered to your address. From what I can see, the reason for the confusion in pricing is due to the fact you came into the checkout on an expired promotion. I do apologize. In light of this, I have processed the full refund back to your account. Please allow 3 – 5 business days for that to be reflected on your statement. We do apologize for any inconvenience.

• Initial Complaint

  01/24/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I have called several times and the phone keeps hanging up with no one answering. I want to cancel **** **** *** ** 1000mg gummies Can you please cancel this subscription. It is very costly $60.96 Thank you **** *** ****** 1*** ********** **** *** **** ******, ** ***** ###-###-####

  Business response

  01/31/2022

  Hi Mary, your order has been canceled and refunded on 01/25/22. An email conformation was sent to ***************************. Please reach out if any further questions. 

• Initial Complaint

  01/21/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I responded to a scam involving CBD gummies that the scam had Phil Mickelson endorsement. I ordered what the scam showed as a "trail" size for $5.00 plus shipping. Once I hit the "order" button, I was charged $60.04! I called IMMEDIATELY! They were rude as I asked for a cancellation as it WAS NOT WHAT I ORDERED! They said there was nothing they could do as the order was already sent to be shipped. I did get an email shortly afterwards that said "Your order has been cancelled." When I called AGAIN, they said that was only for the subscription I had signed up for. I DID NOT SIGN UP FOR ANY SUBSCRIPTION! I asked AGAIN how I can get this order cancelled. I was given two choices. They would credit 50% right now, or I could send it back and incur a $6.95 restocking fee PLUS shipping charges. I have read other BBB reviews that say the refunds are not happening until you get involved. I just got an email yesterday saying my order had shipped and it was due 1/1/1970. WHAT? This Keoni CBD Gummie from Wellness Brands is clearly a scam! Their people are rude with no help! I am 66 and desired trying something to help with joint pain. What can I do to get a refund for something I DID NOT ORDER? My order is Purchase *** *********** As I said, it was advertised as a $5.00 trial! Thanks you for your help! ****** ***** 

  Business response

  01/23/2022

  Hi ******, we are sorry that you had a bad experience and apologize for any confusion with your order. Because the product was shipped it made this situation more difficult for our staff to provide a full refund. Upon reviewing the order and your complaint, it sounds like efforts were made to start the return process but were not initiated. Looking at the account, I can confirm that there is no subscription on your order, and you will not be billed again from Keoni CBD. I can also confirm that a full refund was processed on 01/21/22 with transaction ID 01/21/22 *********3 for $65.99 for your order. Please allow 3 - 5 business days for this to be reflected on your statement, as the refund has been processed on our end, but can take a few days to reflected on your account. I again apologize for any confusion with your order, please keep an eye out for your refund to post to your account in the next few days. Thank you.   

• Initial Complaint

  12/29/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I still have not received my $50.00 refund that was promised on 11/29/21 by Valerie. They said it was going to my credit card and it has not shown up in over a month. They overcharged me from the beginning and I got my discount credit back for that in October. Then I returned 2 jars back to them and apaid for postage they only gave me $36.07 credit. I am still due the $50.00 from 11/29/21. I have called my credit card company several times. Customer service is a scam. They always say we are escalating it. 30 days later - Nothing. Please refund my $50.00 so I can be done with this company.

  Business response

  01/12/2022

  The customer called our customer service to return her product and get a refund. She was reminded in order to get the refund she would need to pay a restocking fee and cover the cost of shipping as the return policy states. She did not want to abide by our policy so after some back and forth with our customer service team she was told she would not be held responsible for the restocking fee. In looking at the notes in our system our customer service team did not issue the refund in a timely manner, this problem has been addressed and will not happen moving forward. The customer also received a refund for the full amount of what she paid at the time of purchase

• Initial Complaint

  11/16/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  November 5, 2021 I purchased a product from the ***** ***.com website. The product was 1000mg CBD gummy's, 40 count, each gummy containing 40mg's for $64.99. After purchasing said item, I received a confirmation page. The confirmation page shows the exact product and watch I purchase. I did take a screen of the confirmation page for future reference. One week later in the mail I received 750mg gummy's, 30 count, containing 25mg gummy's. After over 18 email exchanges, & two conversations with representatives, one of which was a supervisor, they have all gaslit me & told me that I did in fact order the 750mg, despite my proof from the confirmation page. What is also important to point out, if you go to their website they only have two Gummy purchase options, either 1000mg or 500mg. There is not a 750mg option. I also took a screenshot of that page for reference. There is literally no way to purchase 750mg from their website. Literally, no way. They keep telling me that is what I bought, but there is no way to purchase it. They are telling me I can return it for a refund, but I have to pay for the product to be sent back & a restocking fee. That will not be a full refund. This was their mistake & they refuse to pay for it. The way that I have been treated throughout all of these emails, which I still have copies of, & the way that they are making me jump through unnecessary hoops, this company is not trustworthy. They know that they do not sell that product & they are charging people for it anyway. They are charging them extra money for it. They are trying to wear people down. There are various complaints about them on the Internet that I did miss. They were recommended to me by a neighbor, my mistake. I have included proof that I called, screenshot of the various emails (for copies, please reach out), pdf of their only gummy options on their website, two specific photos of said options, my confirmation page from after my order, and finally what they mailed to me.

  Business response

  11/19/2021

  Hello *********

  I investigated your complaint and I sincerely apologize for the way this situation was handled. Our customer service team really messed this up. We were in the process of switching over to a new fulfillment center and had a small number of orders that were sent the incorrect product, this is why you received the 750mg instead of the 1000mg. As far as the customer service team is concerned I had a discussion with the manager of the team and walked through the email chain with him, this will not happen again. It was clear to me that not a single agent was bothering to read the entire email chain to understand what exactly had happened with your order. I completely understand your frustration and this is not the way our business operates. I have gone ahead and refunded your order and would like to send you a free product. I also left you a voicemail, please give me a call when time permits. Again I sincerely apologize for the way this was handled by our customer service and want to do everything I can to make this right for you.

   

  Best,

  James

  Customer response

  11/21/2021

  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. 
  
  Regards,
  
  ******** *****
  

• Initial Complaint

  10/28/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I ordered ***** CBD Gummies on August 4,2021. I returned the product to them on August 19. I have the tracking info showing the delivery. I contacted them and agreed to the restocking fee so I was owed $118 back to my credit card account. The company says it issued a refund on September 18. The refund is not showing on my account. I talked to my credit card company and to customer service at ***** which is owned by Wellness Brands. I have sent several emails to resolve the issue. All I get is they are looking into it. I have sent them and told them all the info they need to get my refund. I would like to know what is my recourse now. ******* *****

  Business response

  10/30/2021

  Our customer service team issued a refund in our system on 9/18 per the attached screen shot that should have been issued sooner and I will be investigating this to ensure this does not happen again. I cannot determine if this refund successfully reached the customer's bank account based off what I see in our CRM. From what I read in the customer service notes the customer did not receive the refund. There is more than likely some kind of issue with the payment gateway with our merchant processor (I will be looking into this further when they open for business on Monday to prevent any more issues of this nature).  I went ahead and issued a physical check to the customer today that will take 3-7 business days to arrive for the full amount of $118.15 for the requested refund to the address we have on file for the customer. I attempted to contact the customer directly via phone today and left a voicemail asking her to call me back to discuss this situation and apologize for the inconvenience she has had to endure to obtain the refund. This situation is extremely out of the norm from our standard refund procedure and will not happen again once I am able to address issues with our customer service team and payment processor. 

• Initial Complaint

  09/10/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On 09/07/2021 I canceled a order with this company ,order #********** and all future orders .I spoke with support and the same day and have sent them 5 e-mails canceling this and future orders .Saved all e-mails . They were also informed the card they had on file had been canceled on 09/07/2021 . On 09/10/2021 I received a e-mail telling me they had ship this order . I sent them 2 more e-mails 09/10/2021 to not ship this order . It is clear they do not understand English or chose to ignore me .

  Business response

  09/21/2021

  We contacted the customer and refunded the payment.

   

*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. ↩