ComplaintsforAlani Nutrition LLC

• Initial Complaint

  06/26/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On Monday June 24th I purchased the cosmic stardust energy stick drink mix. Every time I mix the powder with a water bottle it always taste sour. I tried it with a full bottle and with half a bottle and it tasted the same. There seems to be an ingredient missing in the batch. I love Alani, but I’m so disappointed.

  Business response

  06/27/2024

  Hi,

  We're so sorry the product you purchased is not up to standard. We would like to file a Quality Assurance Claim on your behalf. Can you please email ******************* so we can request some information from you?

  We look forward to hearing from you and making this right!

• Initial Complaint

  05/23/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I placed an order online with the company on May 12,2024 with shipment to arrive by May 16,2024. The tracking information stopped on May 16 at the post office in Memphis TN. I have emailed the company numerous times to have the order reshipped or a refund given and they refuse to help in any way. They continue to tell me that the tracking information was updated so they can’t help. However the tracking information is still saying the package is at the Memphis post office…7 days later. Obviously the package is damaged or something is clearly wrong but they continue to tell me to wait another day. I’ve been waiting for two weeks now with no end in sight. What other options do I have? They don’t answer the phone. They don’t ship replacements. They don’t give refunds. So now I am out $185 on energy drinks that I will never receive. It is very frustrating that I have already spent so much time dealing with these people and can’t get them to help me in any way.

  Business response

  06/07/2024

  *** ******* placed an order on May 13th. Her order was shipped with **** on May 15th. Her package was scanned with **** in TN on May 16th, then updated again on May 20th, then scanned again May 23rd, then again May 24th and was delivered within the same day. 

  Once orders are picked up from our warehouse, we ask that customers contact the shipping provider for updates regarding shipping and delivery. Shipping carriers are selected based on the weight of the package and location of the customer, this is not something our Teams can choose. Paying for shipping does not expedite the shipment or make it process any quicker.

  Once orders have been processed through our system, we cannot cancel them. We were unable to provide *** ******* with a refund, as the package was receiving consistent scans with USPS. *** ******* never indicated that she reached out to **** for additional information or assistance. In reference to *** ******* stating that we do not answer the phone, we do not have a phone line. We responded to each of her emails as quickly as possible.

  As can be found in our FAQs as well, we do ask that customers please allow at least 5-7 business days for the package to be delivered (her shipment was delivered within 9 business days). We also mention that it is not unusual for shipments to go more than 24 hours without a scan. While we did our best to provide as much information as possible. *** ******* continued to disrespect and threaten our Customer Service Team. We still happily continued to help her until she did not respond to our email requesting more images of her damaged shipment. 

  If it would make *** ******* a happy customer, we will be happy to provide store credit or a reshipment once she provides us with additional images of the damaged product she received. 

   

• Initial Complaint

  05/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I placed an order with Alani Nu on 5/6 at 11:40pm. When I received the confirmation email, I saw that the shipping address I inputted was overridden by a previous shipping address. I emailed Alani Nu at 11:46pm to share the error so it can be changed to the correct home address. I received a response from them that they will not change the address and once the item is shipped I can contact the carrier to see if they can re-route it. Now, on May 8, the package still hasn’t been shipped but they aren’t willing to change the address or cancel the order so I can re-purchase. Order number ***********

  Business response

  06/06/2024

  Below is our response for BBB Complaint ID: *********

   

  Once an order is placed/processed on ************ we are unable to update the address due to tax and system limitations. When *** ******** responded back to us on May 7^th, her order had already prepared for shipment with our warehouse. Our Warehouse Team processes and packages orders Monday through Friday as quickly as possible.

   

  Additionally, we do ask that customers reach out to the respective shipping carrier once their package leaves our warehouse, per our  *** ******** did not attempt to contact USPS to set up mail forwarding or utilize USPS Intercept. This information can be accessed on our page and was provided to her in our communications.

   

  We are not responsible for incorrect address information listed at checkout, as it is the customer’s responsibility to verify the address before completing their purchase.

   

  As *** ********** package was delivered to the address at checkout, we are unable to proceed with a refund. However, Alani Nu takes customer satisfaction very seriously and we will be happy to provide *** ******** a complimentary reshipment or store credit if this will make her a happy customer.

   

  Please let me know if you require additional information about this situation. Thank you!

   

   

  Customer response

  06/06/2024

  
  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. A resident would be appreciated. My address is **** ****** ****** ****** ******** ** ***** 
  
  Sincerely,
  
  **** ***** ******** 

  ***If you are interested in supporting the BBB's free services, please consider giving to BBB's Consumer Education Fund, which provides other services to the community, like Charity Review, Identity Theft Seminars, Free Shred/Recycle Events, Senior Citizen programs, High School and College Programs, and providing information at local community events. Donations can be sent via Venmo to @bbbcefky or mail your donation to BBB Consumer Education Fund, 13104 Eastpoint Park Blvd., Louisville, KY 40223. For more information on these programs, call 800-388-2222. Thank you for your consideration. 

• Initial Complaint

  07/07/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I have ordered from Alani Nu for over a year, the last 3 order and the last one being 6/29/22 , are taking over a week to even get any information. Order was received 6/30/22 by email notification, 7/1/22 received email that items were shipped. As of 7/6/22 items are still sitting at warehouse and only the label is created. The customer service for them is only by email and it does not help one bit.

  Business response

  07/18/2022

  Please see our attached response to complaint ********. We have provided the customer with a response including a discount and reshipment of her order.

   

  Thanks!

   

  *** ****

  ********** ******

• Initial Complaint

  05/12/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I received an order from an online purchase of Alani NU products where I ourchased their products directly from their website. When I received my order I was missing an item even though that item was on the packing slip. I have reached out to Alani NU repeatedly and provided all necessary information and have not received a single acknowledgment or response. All I wanted was the product that I did not receive. They have absolutely horrendous customer service! If this is the way they do business then people have a right to know how they truly behave and that they do not respond!

  Business response

  06/21/2022

  Thank you for your patience as we looked into this for you! We have reached out to our team on your behalf to retrieve your original $30 code. $30 Merch Discount Code: ******** Please note, the $30 discount code above will be available for use towards merch at a future date, on our website. This offer is valid for 1 year (365 days) and cannot be combined with any other promotions or subscription products. Please let us know if we can provide you with additional assistance

• Initial Complaint

  04/27/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Date of Transaction: April 4, 2022 at 12:15 PST Order # *********** Shipped date: April 14, 2022 Amount Paid: $223.64 USD I placed order on April 4,, 2022. Waited and follow up with an email on April 13, 2022 about the order status. Received no response. However, April 14, 2022 an email was sent indicating “order shipped” with tracking number. From then until now, kept checking tracking number and no updates on tracking and seems to be stuck on “pending” status. Kept waiting until April 26, followed up again. And now waiting to hear back again. The email I messaged is [email protected] per stated on both ****** and their online site at alaninu.com. I also tried calling the number provided ***** *** *****. Called 4 times with no pick up, got sent to voicemail all 4 times then received a text from that number asking “who is this”. I asked if they are Alani Nu, regarding my order. The contact responded saying “wrong number”. Per ****** it states that number is associated with Alani Nu LLC under the name **** ******* who should be the owner of Alani Nutrition company. ?? Overall, I reached out a few times with different methods. The business has not responded at all. Now I am left not sure what to do. ***** Shipment - Seems like a 2 part shipment ***** Tracking Number: ************ (master) , ************

  Business response

  05/16/2022

  Please see attached response and solution to customer complaint. Thank you!

   

  ****** ******

  Staff Accountant II

  * * ***** ********

• Initial Complaint

  04/25/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  This company posted about a promotion where customers could get a free item of merch and $30 off their order. Ended up cancelling all orders and no one received anything. People who ordered a free item of merch and had to pay $5 for shipping were never refunded. I reached out and asked them to cancel my order since it had not shipped and since I got an email saying I would not be getting the free merch item. They responded and said the order was already shipped and they could not do anything, and then I was sent a shipping conformation. A few days later, I received another email saying my order was completely cancelled because they were out of stock, yet when I tried to cancel it, they told me it was already sent out? Company will not offer any explanation for why this happened, and it all truly feels like a scam.

  Business response

  05/16/2022

  Hello,
  We sincerely apologize for the inconvenience and confusion. While our fulfillment team was processing your order, they made us aware that
  we were unfortunately unable to fulfill your order.
  We are always looking for ways to improve our company and truly value your input. We will make sure to provide your feedback to the
  appropriate department.
  Again, we sincerely apologize for any inconvenience this may have caused.

   

  ****** ******

  ***** ********** ** * * ***** ********

• Initial Complaint

  04/25/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  Alani Nutrition had a customer appreciation event on April 4th, 2022 at 12 PM ET - customers would receive $30 off orders and a free merchandise item to be included with every purchase. There was no minimum purchase required, and it was first come first serve. It was not stated that it was one order per customer. The ********* post stating this promotion has since been edited stating 1 merch item. I placed 3 separate orders. First order number *********** was placed for myself - $74.35 for two bottles of Balance & my merch item was a yoga mat. I placed two additional orders *********** & ***********. I placed those orders for both of my sisters since they were at work and could not log on to partake in the promotion. The total was $10.63 for each purchase. All 3 purchases received a confirmation email. April 6th, second two orders cancelled (*********** and ***********). Sent email 4/6 asking why orders were cancelled without explanation. April 7th, company responded saying only one order per customer, but said the 1st order would be fulfilled with merch item. I explained that the other two orders were placed for sisters who could not place order & did out of convenience for them. I mentioned that it was not stated in promotion details 1 order per customer. I did not receive a response from the company, April 10th I resent the same email. I was told that I will get 1st order with yoga mat without responding to concerns. Emailed again asking for more assistance. April 14th, an email was received from company that offered a discount code. I asked for more assistance. The first order *********** shipped on April 14th “with merch item” yoga mat included. I did not receive a response from the company. April 21st, I received order *********** without merch item. Sent email again. The company sent the same generic email stating that the first order could only be filled. Emailed again requesting more assistance. I would like orders fulfilled in full.

  Business response

  05/16/2022

  
  Hello
  Thank you for your patience as we looked into this for you! We are truly sorry for the inconvenience.
  We were only able to fulfill your first eligible order that was placed during the Customer Appreciation promotion. The additional orders placed
  were cancelled and refunded, as the Customer Appreciation promotion was valid for one per customer.
  We are always looking for ways to improve our company and truly value your input. We will make sure to provide your feedback to the
  appropriate department.
  Again, we sincerely apologize for any inconvenience this may have caused.

  ****** ******

  Staff Accountant II

  P – (812) 972-1818

  Customer response

  05/16/2022

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********* and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  *** *****
  
  

  ---

  
  
   
  

• Initial Complaint

  04/21/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I purchased during the “Customer Appreciation Day” promotion and only received half of my order, never received an email about it, (IN FACT I received an email saying it was shipped and also one that said it was out for delivery both which had all my items on it) but did not receive the yoga mat as I was promised (at least 3-4 times in email). Incredibly disappointed and if not the mat is not sent I will not be ordering from them again.

  Business response

  05/16/2022

  
  Hello,
  Thank you for your patience as we looked into this for you! We have reached out to our team on your behalf to retrieve your original $30
  code.
  $30 Merch Discount Code: ********
  Please note, the $30 discount code above will be available for use towards merch at a future date, on our website. This offer is valid for 1
  year (365 days) and cannot be combined with any other promotions or subscription products. Please let us know if we can provide you with
  additional assistance!

  ****** ******

  Staff Accountant II

  * * ***** ********

• Initial Complaint

  04/21/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Unanswered

  More info

  I placed an order from this company on April 4th, 2022. They advertised on social media that they were giving away free merch as an incentive to buy their beverage products. Now me along with several other people needed to be one of the first of ten thousand people to receive the merch. I placed my order within 4 minutes and came to find out 9 days later that the free merchandise was out of stock. Further along in their email, they said that you could use a 30-dollar-off coupon when merch is back in stock. However, On their ********* they said they wont be restocking any merch to purchase. Now after looking at their social media in depth it seems like no one received any merchandise and this was a ploy to get consumers to buy their beverage products.

*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. ↩