Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:03/27/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On March 26th, 2025, Alani had a birthday giveaway where you could get a free mini 4pack of their drinks added to your cart for free. The first issue that I encountered was that the website would not let me add the other drinks I wanted to purchase to the cart, so I had to order the mini 4 pack by itself and pay for the shipping on it (not the biggest deal, but it all adds up). Next, the website was quite literally crashing due to the high volume of traffic. I would’ve waited until later but I knew a flavor that I wanted to try would be sold out by the time I returned, so I added the strawberry sunrise and watermelon wave flavors to my cart. After repeatedly trying to check out, I got NO confirmation of my order being registered via email or the Shop app (which the website used for my purchase) or on my actual alani account until well over 10 minutes after my order was placed. Since the order didn’t show any sign of being processed, I decided to try again. Again, no sign of the order going through. Roughly 10 minutes later, I get confirmation of what I thought was my only order. I went on with my day. A few minutes later, I get an email with a second purchase. This purchase was for the watermelon wave drinks and for a variety pack of drinks, which I did not order and never clicked on and I have no idea why that was what processed as my order instead of the strawberry sunrise. So, I contacted Alani Nu repeatedly. Not only did they never apologize for their website having multiple crashes and glitching, they are refusing to cancel/refund the second incorrect order because I used a discount code on it (which is also the discount code I used on the first order, so I don’t know why it went through twice!!!!!)

  Business Response

  Date: 04/22/2025

   

  I noticed we have a BBB complaint that was closed as unanswered. We have been experiencing one of our busiest quarters, so I have not gotten around to reviewing outstanding complaints. If possible, I would love for the following response to be used regarding this complaint:

   

  Regarding *** ******** complaint, Alani’s Birthday Giveaway was one of Alani’s biggest campaigns to date. We experienced high traffic volume on our website, which caused customers to enter a queue for checkout and delayed confirmation emails. We completely understand the rush to checkout with the items you want before it sells out. However, there is a certain point in the fulfillment process where we are unable to cancel orders. This is due to our warehouse being fully functioning and being unable to pinpoint a specific order.

   

  Normally items containing drinks/snacks/merchandise and/or orders containing a discount code are final sale and ineligible for a return. However, we will be happy to accept *** ******** second order back in exchange for store credit as a one-time exception. If she could please email us again, we can get this process started for her.  

   

  Please let me know if you have any questions. Thank you!

  ****** ******
  Consumer Support Manager
  ********************** ** ***** ********

• Initial Complaint

  Date:02/11/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a case of energy drinks. I did a quick pay option and didn't realize I couldn't edit the shipping address until after order was processed. Shipping address is wrong and is not heading to a house I havent lived at since 2019. It's actually an exs house. I didnt see that there was a cancel order option online. I contacted them via email for support immediately after submitting order. I explained that the order was being shipped to the wrong address and that I needed it corrected on order canceled to resubmit. They are telling me they cannot cancel an order that's already been processed. I contacted them before it had even left the warehouse and was shipped. They are refusing to cancel my order and is telling me I have to reach out to the carriers to get order sent back or redirected to the correct address. But when i called carrier automated system says they haven't recieved the package yet and if I need further assistance I need to contact the merchant. The merchant is just not cooperating with me.

  Business Response

  Date: 03/24/2025

  I realize I missed the window in which I could respond to this complaint through the BBB portal. I wanted to provide you with ***** Nu’s response regarding this matter in case you can reopen this complaint.

   

  Regarding *** ******** complaint, we are truly sorry for the inconvenience she has experienced. Once orders are processed through our system, we are unable to cancel them. This is due to our warehouse being fully functional and being unable to pinpoint a specific order throughout the fulfillment process.

   

  For the address change part of her complaint, we have an FAQ with readily available information on *****Nu.com. Our FAQ states that once an order has been processed, we are unable to amend it. *** ****** was provided the same information that could be found in this FAQ with adequate resources to amend her address. We did encourage *** ****** to attempt to contact the shipping carrier more than once if she continued to receive an automated response. Sometimes it takes additional time for the package to be scanned into the carrier’s system.

   

  *** ****** is not eligible for a refund for her purchase, as the package was delivered to the address provided at checkout. We recommend that *** ****** remove any unwanted addresses from her account prior to placing another order in the future.

   

  Please let me know if there are any questions. Thank you!

  ****** ******
  Consumer Support Manager
  **********************
  ** ***** ********

  Customer Answer

  Date: 03/26/2025

  
  Complaint: ********
  
  I am rejecting this response because: I contacted the carriers, and they kept telling me I needed to contact ****** ***** would not help. even before it was shipped out. I emailed ***** and got denied an address change and a refund or cancelation. It was not even shipped out yet when I spoke to someone. I can cancel my orders from Walmart, amazon etc. before being shipped. everyone should be able to update or cancel before an item is shipped. It was still in your warehouse. I Believe communication and your systems are just poor and should be reconsidered. Ill be sure to never order online again though with ***** specifically. 
  I don't want to do business with someone who lacks customer service skills. 
  

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

• Initial Complaint

  Date:01/23/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On January 8,2025 I purchased a supplement called Balance from Alani Nu. They sent the supplement out with an email that said I would receive it by 01/16/25 However, I did not receive the supplement until 01/21/25. I immediately sent the medication back to them unopened. The tracking number is ***********************. Because the supplement is substantially late in my book I have been requesting since the 15th that Alani Nu deactivate my account with them and refund my money to the card on file. Not only is Alani trying to give me an in store3 credit and refuse to refund my money, they also refuse to deactivate my account and to top it off, I am not able to speak to a live person/supervisor about my concern/situation.

  Business Response

  Date: 02/06/2025

  While we are truly sorry for *** ****** experience, *** **** is not eligible for a refund for her order, as we do not offer refunds on consumable goods. This is stated in our return policy and on the returns page when she would have completed her return through our system.

  *** **** was upset regarding the delay in receiving her order, however, this was something out of our control. The midwest was experiencing significant weather impacted delays at the time *** **** placed her order. This delay can be seen on her tracking information and her order was still delivered in a reasonable timeframe with taking the delays into consideration.

  We have also submitted a deletion request from our system in which her account will be fully erased by July 8, 2025. We hope *** **** will give us another chance and use the store credit before expiration or prior to her account being deleted. 

  Customer Answer

  Date: 02/08/2025

  
  Complaint: ********
  
  I am rejecting this response because: There is absolutely nothing else that I want on the Alani Nu website. The only reason that I was ordering from Alani Nu is because my minor daughter has **** and the supplement that I ordered was working temporarily for that medical condition. Yes I was upset because the supplements were late, however that was not the first time that I had experienced a problem with delivery from Alani Nu. Prior to that I paid for two bottles and only received on bottle of the supplement and before that, the same problem. I'm more upset because Alani Nu cares more about money than their customers. They have their product & my money and they need to be reported to the FCC for theft. All I want is my refund back to my card. What would me getting a refund hurt their billion dollar We don't care about people we just care about money company?
  
  Sincerely,
  
  ****** ****

• Initial Complaint

  Date:12/20/2024

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On December 05, 2024, I placed a order for a case of pink slush and the alani ornament. Both of these things were on my daughters Christmas list. Two weeks go buy and no updates on tracking so I send an email stating it was for my daughters christmas gift and I was starting to worry. I kept getting the same response from customer service stating " there are delays, if tracking doesn't update by tomorrow night, contact us". I kept emailing letting them know it wasn't a shipping delay and that there was only a label created and was repetitively ignored. The customer service phone number listed does not work, or no one awnsers. This morning I received a reply back saying -We have initiated an investigation into your package and can confirm there is an error with your order and the shipping carrier in-transit. Can you please confirm your best shipping address? We look forward to your response!" My biggest complaint is if they would have "checked on my order" after my initial email they would have realized it was a company mistake and not the carrier. Secondary, they offered a refund for the item that was in stock when ordered and to reorder the drinks they never sent that wouldn't be delivered by Christmas because they were going to send it normal mail vs priority. Finally I came to the conclusion that working with customer service was tirelessly getting no where and received a refund. Then they said I wouldn't get my refund for 5 days. So here we are three weeks after I ordered with no gift for my daughter or the money to buy a new one and the most they did was re-offer me my 20% coupon back that would expire soon (why the hell would I ever order from them again) and for them to submit my feedback. This by far has been close to the worst customer service I've ever delt with.

  Business Response

  Date: 12/26/2024

  In regards to this complaint, this is a typical case of pre-shipment experienced by many e-commerce fulfillment centers. Due to the busy holiday season, we are unable to pursue a shipping claim until at least 7 business days have passed. When the tracking information for the order did not update, we offered a refund or reshipment. However, we had run out of stock of the ornament that was purchased at the time. We offered another merch item to replace the ornament with a new order, but *** ***** did not want another merch item.

  The order has been fully refunded due to the refusal of wanting the drinks and another merch item. On top of the refund, we offered *** ***** 20% off her next purchase. There is no additional compensation available for *** ***** and her order. We are truly sorry for the experience she had and hope she will give us another chance in the future. 

  Customer Answer

  Date: 12/27/2024

   
  Complaint: ********
  
  I am rejecting this response because: That is false. I ordered on the 5th and a label was created on the 10h but the carrier never received anything therefore waiting seven days for a shipping claim is absurd if nothing was ever shipped. I used a 20% off coupon I had already had and you offered it back? Never was I notified of the ornament being out of stock until I kept emailing about the package never shipping. 
  
  Sincerely,
  
  ****** *****

  Business Response

  Date: 12/27/2024

  When orders are packaged and prepared for shipment with our warehouse, the orders are shrink wrapped onto pallets. While a label is generated with the shipping carrier, the tracking does not update until the pallets are picked up and taken to the facilities to sort through. We cannot determine if a package was not received until at least 7 business days after the tracking is created. This is a shipping carrier policy that we cannot expedite.

  Again, we are truly sorry for the inconvenience. However, there is no additional compensation we can offer, as the order has been refunded and a discount code was provided. Have a great day!

• Initial Complaint

  Date:12/20/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  on November 21, 2024 i ordered 6 cases from the website. When they arrived, i noticed there is an issue with all 3 flavors. al 3 flavors have no color no taste. I have reached out to the company was asked to send photos I have provided multiple sets of photos as they have asked. The company refuses to refund my money. They continue to avoid the discussion of refund.

  Business Response

  Date: 12/26/2024

  In regards to this complaint, our Quality Assurance Team is looking into the issue of the drinks not tasting right or lacking flavor. However, these investigations take time, as there are numerous internal teams that require input.

  Since this was an order placed during our Black Friday Sale, it is not eligible for a refund without returning the items. *** ****** refused to return the items since they have already been opened. We are happy to offer *** ****** store credit to use on our website or a reshipment. Due to our warehouse being fully functioning, we cannot guarantee the same lot number will not be sent out. We can also not guarantee that even if it is the same lot number, that the same issue will be encountered. 

  We look forward to hearing if *** ****** would like a reshipment or store credit.

• Initial Complaint

  Date:12/09/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I’ve ordered multiple times from Alani Nu’s website and paid for shipping. Numerous orders have been delayed without any notification (I have had to contact support on my own). Some representatives have responded with the same generic message, and then eventually it’s just been the same generic “sorry for the delay” response and no action has been taken to resolve the delay in shipment, and I am a repeat customer.

  Business Response

  Date: 12/13/2024

  In regards to this complaint, this shipment has not exceeded the timeframe for a delayed order during the busy holiday season. Per our FAQs: During the months of November and December, you may experience shipping delays due to the holidays, influx of orders, and shipping carriers requiring additional time to get you your package. 

  Additionally, the order has been shipped and is with FedEx. For additional questions, we recommend the customer reach out to FedEx directly as the package works through their network. 

  Tracking: *************************************************************************************

  We appreciate the customer's patience and can't wait for them to receive their goodies!

• Initial Complaint

  Date:11/26/2024

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I paid for 3 items, fat burners and realized I could not take them. I ordered on a Saturday and on Sunday reached out to the company to have them taken off my order. It is now Tuesday, the company refuses and essentially won’t refund, or change the order and will not take the items back once sent. They are unwilling to do anything and the order has still not been sent. There’s no reason they cannot change the order, simply they refuse. I cannot cancel it or change it or exchange or send back. They’re unwilling to do anything. I would like a refund for those 3 products which would be approximately $60. Thank you

  Business Response

  Date: 11/27/2024

  Per the FAQs on our website, we do state that we are unable to edit orders once they have been placed. Our warehouse is fully functioning and it is not possible to locate a singular order to make changes or cancellations. It is also stated in our FAQs and Return Policy that orders using a discount are final sale.

  This order is not normally eligible for a return or store credit at all, due to using a significant discount. As a one-time courtesy, we will be happy to accept a return of the Fat Burner in exchange for store credit equal to the paid cost of the item. This would equate to $60 of store credit to use on ************ 

  We look forward to hearing if this is a satisfactory resolution. 

• Initial Complaint

  Date:11/25/2024

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  There was an entire rat in a can of Alani energy drink I purchased

  Business Response

  Date: 11/26/2024

  We recommend this customer contact our email ******************* so we can file a Quality Assurance Claim and investigate this matter properly.

• Initial Complaint

  Date:11/18/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am writing to formally file a complaint against Alani Nu regarding an online order and subsequent handling of a damaged product issue. On August 29, 2024, I placed an order for four 12-packs of 12-ounce Cherry Slush cans, totaling $90.38, which was charged to my ******* *** account. The order was delivered on September 4, 2024. Upon arrival, the package had clearly been mishandled during shipping. Multiple cans were damaged and leaking. When I attempted to bring the box inside, the bottom fell out, spilling cans onto the concrete stoop and into my home. This resulted in an extensive cleanup, taking three hours. I attempted to contact Alani Nu immediately but discovered there was no phone number or FAQ section addressing damaged products on their website. The only option available was an email address. I sent an email at 5:49 PM on September 4, 2024, including four pictures of the damaged items and packaging. On September 5, at 9:21 AM, Alani Nu requested additional pictures of all the damaged cans. By that time, the mess had been cleaned up and the damaged items discarded. I explained this in my response at 2:20 PM. Despite this, I received repeated requests for additional pictures through September 7, 2024. Finally, on September 9, 2024, Alani Nu offered a $15 store credit, which I found unacceptable. I requested either a full replacement of the items or a refund to my ******* *** account. Alani Nu refused. This experience reflects poorly on Alani Nu's commitment to customer service and its handling of damaged goods. I am seeking assistance from the BBB to resolve this matter, ideally through a refund or replacement of the full order.

  Business Response

  Date: 11/21/2024

  In regards to this complaint, it was handled properly through our internal process. When items are damaged, we do require images. This allows us to file a shipping claim and provide feedback to our carriers. As normal with shipping beverages, damages can happen and we have many consumers that take pictures prior to disposal. While the boxes may have been wet, without additional images of the cans themselves, we are unable to offer more than $15 store credit. This is sufficient for the 2 cans that appeared to be damaged. 

  Additionally, *** ***** submitted a chargeback with her cardholder which was resolved in our favor. If it would make *** ***** a happy customer, we will still be happy to honor the $15 store credit. However, this order is not eligible for a refund or reshipment.

  Customer Answer

  Date: 11/23/2024

  
  Complaint: ********
  
  I am rejecting this response because: see attahment.

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

  Business Response

  Date: 11/26/2024

  The attached images are what were sent in the initial complaint to our contact email. These images are not sufficient for a damaged claim and we are unable to increase the store credit compensation offer. Additionally, the chargeback was resolved in our favor from the credit card company due to the insufficient imaging. 

  Customer Answer

  Date: 11/26/2024

  
  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.
  When will the credit appear?
  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

  Date:10/02/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We have subscriptions with Alani for their energy drinks. At some point due to a flavor being OOS, a flavor was swapped out. They have a page on their website indicating they do exchanges and to reach out to them for a return label, and that they do not accept returns for beverages. The way it’s worded indicates you can do an exchange for a flavor, just not a total return. I have been emailing for a week receiving automated responses and no acknowledgment or apology for those responses, including a response they did not fill in the blank. [ insert product name here ]. It’s misleading information on their website and terrible treatment as a customer, especially given how much money we have spent with them over the past 4-5 years. If they had been human and shown some sort of care, I would be more understanding. Their refusal to acknowledge the unclear wording and how they’ve treated me is not okay.

  Business Response

  Date: 10/04/2024

  This individual was referencing a very outdated webpage that they would have had to Google and search for regarding Alani Nu exchanges. All up-to-date policies are readily available on AlaniNu.com and we are not obligated to adhere to old policies. We do not accept exchanges and all Energy Drink orders are final sale. The customer ordered the wrong flavor by accident and while we understand mistakes happen, we are not responsible for order mistakes. 

  As an exception, we did allow this customer to keep the incorrect Energy Drinks they ordered AND provided them with a complimentary $30 gift card so their next case of Energy Drinks were our treat. We do appreciate their support, but this customer is not eligible to receive any additional compensation. 

  We will be happy to provide their feedback to relevant Team members for review and hope they will give us another chance!