ComplaintsforHeart & Body Naturals, LLC

• Initial Complaint

  04/29/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Received a package with a slip saying that an item I purchased was out of stock and will ship once in stock.. It's been three weeks, and product that previously purchased never came. I reached out to the Consultant, and she ignored me. I emailed the customer service for two weeks and have either got the run around, or felt mocked and not taken seriously. I have no other choice but to file a complaint and I will be disputing the charges on my bank account. This is horrible business practice, but they push push push product on you and have no problem with that but when it comes to a problem, you won't get your money back, an apology, nothing...

  Business response

  05/02/2024

  *** ********** placed an initial order with our company on April 10, 2024 (see attachment 1 for order invoice). Her item was shipped and was delivered to her residence on April 15 (see attachment 2 for order history displaying assigned USPS tracking number and attachment 3 for USPS tracking/delivery confirmation). The ********* ***** ****** *** ********** ordered is currently out of stock, and *** ********** received a slip with her package indicating the lotion was out of stock and would be mailed to her as soon as it was restocked. On April 25, 2024, ten days following delivery of her package, *** ********** submitted a support ticket to our customer service department (see attachment 4) inquiring about the lotion. At that time, she was told the lotion was still on back order and she indicated she would be submitting a BBB complaint. On April 29, 2024, *** ************ order was cancelled, and she was issued a refund in the amount of $28.45 (see attachment 5) for the ********* ***** ******, to the credit card ending in **** she utilized for the initial order. Only the ********* ***** ****** was refunded as *** ********** received, and has retained, the additional items on her order. We have cancelled *** ************ account with our company. 

  Customer response

  05/02/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.
  
  Regards,
  
  ****** **********
  

  Customer response

  05/03/2024

  The fact that I didn't get a valid response until I contacted BBB speaks volume about this company. I shouldn't have to threaten a company with BBB to get a refund in the first place.. Stating the fact that you removed me from your database and stating it to the public, well, I already told you I wouldn't be doing business with this company again after ignoring multiple emails and brushing it under the rug like it wasn't important. Just puts a bad taste in my mouth with these MLM pyramid scheme companies. 

• Initial Complaint

  04/21/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I have been receiving auto ship products from this company for awhile. However on 9/30/2022 i did not receive my products, they do not have insurance on there packages so i had to stop payment on my credit card in the amount of $128.67 because i was not going to pay for products that I did not receive. They said it showed delivered on their end and maybe it was delivered but not to me. After this happened, I also discontinued my auto ship delivery. Today, 4/21/2023 I reached out to ask them a question and they said that my account is in the negative. This is the first time I have heard anything about my account being in the negative. I asked why my account is in the negative and i have not received a response yet. This is the only thing that it could be. I do not feel it is right to try to make me pay for something that I did not receive. I hope this can be resolved in a fair and timely manner. Thank you!

  Business response

  04/26/2023

  Ms. **** contacted our Customer Support on September 26, 2022 at 2:47 pm to indicate she had not received order ****** placed on September 7, 2022 (screenshots attached). Our Customer Support representative provided Ms. **** with the United State Postal Service tracking link for the package and Ms* **** indicated she would check with the Post Office again regarding the package. We did not hear directly from Ms* **** again until April 22, 2023 when she contacted our Customer Support regarding a different issue. During the time between September 26, 2022 and April 22, 2023, Ms* **** initiated a chargeback through her bank for order ******. We have provided here the same documentation we provided to the credit card company, which clearly shows the package left our facilities and was delivered by the Postal Service to a parcel locker at the address provided to us by Ms. ***** 

  Business response

  05/12/2023

  Ms. **** has already been reimbursed by her credit card company, as evidenced by the chargeback documentation attached herein and included with our initial response to this complaint. Ms. ****'s account with us was cancelled automatically in February (screenshots attached) as she had not placed an order within the previous six months. Since Ms. **** has already been reimbursed by her credit card company for the products she indicates were not received, but we show as received based on US Postal Service tracking, we do not owe her any further compensation. And as her account has already been cancelled, we consider this matter closed. 

  Customer response

  05/13/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ** ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  ****** ****
  

• Initial Complaint

  02/04/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I have been receiving unsolicited emails from this company and they do not have a working unsubscribe link. I have sent an email requesting to be removed and attempted to unsubscribe multiple times. I do not use the products and I am unfamiliar with the business. They are literally sending me multiple emails within a single hour.

  Business response

  02/08/2022

  In reviewing *** ******** complaint, we found that she had four separate member accounts with our company (screenshot 1) and did, in fact, order product from us (screenshot 3). All four accounts were created from IP address **************, which originates in *********** ** (screenshot 2), the same city listed as the billing address for the credit card supplied to our company for her January 2 (screenshots 3 & 4) order. We have canceled all four accounts associated with *** ******** *********************** email address, and have purged that email address from our system. 

• Initial Complaint

  10/14/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  On Septermber 23rd, 2021, I placed an order with this company. Since then, I have received at least one email a day from them about other promotions. The 'Unsubscribe' link in all of their emails does not link to anything. It does not work. I have responded to every one of their emails (over 20 at least) asking them to Unsubscribe me from these harassing emails. They have not unsubscribed me in all that time, which I believe is in violation of consumer rights laws. Plus I believe it is illegal for companies not to have a working unsubscribe method on their emails. I am tired of being harassed every day with their unsolicited emails. Please make them cease and desist AND have them fix their emails to be legally compliant.

  Business response

  10/15/2021

  Effective October 15, 2021, we have cancelled the Wholesale Customer account *** ****** created with our company as evidenced by Attachment 1. Additionally, we have removed *** ******** email address from our system, again, as evidenced by Attachment 1. Attachment 2 reflects the unsubscribe page that is accessed by following the unsubscribe link contained in all of our company emails. 

  Customer response

  10/20/2021

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.

   

  I believe it is illegal to send marketing/advertising emails that do not have a functioning 'Unsubscribe' method.

  I want the BBB to investigate this company and ensure that they comply with all legal/privacy marketing laws and fix their 'Unsubscribe' link in all their emails.
  

   

  
  
  Regards,
  
  ** ******
  

• Initial Complaint

  08/21/2021

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I placed an order on 3/22/2021; order number ******. The company did not fulfill the entire order. Part of my order was missing and a slip was included in my order stating that a product was on back order. I contacted the company and they sent the missing item. I also asked them to the provide a status of the back ordered item or just refund me for the back ordered item. I have e-mailed this company since March and I have still not received my back ordered items, which are now back in stock. I have not received a reply or a confirmation of receipt of my e-mail. The phone number on their site states that no one is available to answer the phone but instead to send emails which they never respond to. I want a refund of the product that was never sent to me which is $59.90.

  Business response

  08/26/2021

  As of August 24, 2021, we have refunded $59.90 to Ms. **** for the back-ordered product(s) she did not receive (see attached screen shot).

*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. ↩