ComplaintsforOptavia, LLC

• Initial Complaint

  03/19/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I ordered OPTAVIA order# **********? It has been a nightmare since day 1. I contacted Optavia the day after my shipment arrived because it was not as ordered. I received things I never ordered; ordered items were omitted; and multiple items of the same product/flavor. Representative, Raciel *., said she'd pass "it on to the appropriate person for review," no one ever contacted me (see enclosed email). I followed up with another email, but no one ever replied, and nothing was done to rectify the matter since a more urgent matter took precedent. Their product made me violently ill. I was told it was toxins in my body, keep consuming. I was vomiting, nauseous, explosive diarrhea, after few weeks I could do no more. I insisted on a return, they tried to talk me out of it, but I got an authorization and per their instructions returned what remained. I was owed $300.30. That doesnt include the miscellaneous items (under 5 left in box) that are not returnable. In conclusion, after trying OPTAVIA, I didnt lose any weight, instead became violently ill. I wanted to file a BBB complaint sooner, but coaches kept reaching out, they heard my story, said they'd help get my refund. They took my info, again, no resolution. The last was Coach Carol in November 2023. Everything is well documented incl tracking info. This has gone on too long. I returned, 9 boxes at $21.45 for $300.30, per their instructions. Shipping was $25, so I am owed $325.45. The entire order was $364.65. I feel I deserve a FULL REFUND because no one should get physically ill from a nutritional product. I continued experiencing severe stomach cramping and pain for over 3 weeks after stopping OPTAVIA. I also suffered emotional distress thinking there may be lasting damage. Every time I tried to escalate, or mentioned filing a BBB complaint, a coach would convince me they could get my refund. I now suspect they do this intentionally to avoid returns. Its dishonest and unethical. *more docs avail upon request

  Business response

  03/21/2024

  OPTAVIA would like the Better Business Bureau to know that OPTAVIA has researched this issue thoroughly.  It is our desire to resolve this matter completely and to the Client's full satisfaction.

  
  An attempt was made to contact the client to gather additional information regarding the refund inquiry. A detailed voicemail was left for the client to call back for further review of the case, and an email was also issued.

  
  Currently, the case is pending a response from the client.

   

  Business response

  03/21/2024

  OPTAVIA would like the Better Business Bureau to know that OPTAVIA has researched this issue thoroughly.  It is our desire to resolve this matter completely and to the Client's full satisfaction.

  
  An attempt was made to contact the client to gather additional information regarding the refund inquiry. A detailed voicemail was left for the client to call back for further review of the case, and an email was also issued.

  
  Currently, the case is pending a response from the client.

   

  Customer response

  03/21/2024

  
  Complaint: ********
  
  I am rejecting this response because: I have contacted them several times. They have all the information; return authorization, photo of return shipment, **** receipt will tracking number, etc.

  What more do they want from me?

  I fear their resonse is more push-back and delay. 

  The only thing I have to add is that I paid in full for their product. I consumed their product and became violently ill, and they're response was to continue consumption. When I insisted on a reurn they refused to provide a refund; and they would ONLY accept FULL boxes of product they could resell. I return per their instructions, so to repeat I paid in full for the shipment that was not even what I ordered. I returned most of the product that they returned to inventory and SOLD AGAIN!

  As such, I expect to be reimbursed, at the minimum, the value of my returned product $300+, plus the shipping of $25. Considering how ill I became, and the ridiculous run around I've been given, I feel that the full amount paid of $364+ is appropriate. 

  There should NEVER be an argument concerning request for return from a nutritional health provider when their product caused injury to a consumer. The only acceptable response is "were so sorry," and a prompt refund. 

  OPTAVIA can send my reimbursement check to my attention at:

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

  Thank you for your prompt attention to this matter.

  Customer response

  03/21/2024

  
  Complaint: ********
  
  I am rejecting this response because: I have contacted them several times. They have all the information; return authorization, photo of return shipment, **** receipt will tracking number, etc.

  What more do they want from me?

  I fear their resonse is more push-back and delay. 

  The only thing I have to add is that I paid in full for their product. I consumed their product and became violently ill, and they're response was to continue consumption. When I insisted on a reurn they refused to provide a refund; and they would ONLY accept FULL boxes of product they could resell. I return per their instructions, so to repeat I paid in full for the shipment that was not even what I ordered. I returned most of the product that they returned to inventory and SOLD AGAIN!

  As such, I expect to be reimbursed, at the minimum, the value of my returned product $300+, plus the shipping of $25. Considering how ill I became, and the ridiculous run around I've been given, I feel that the full amount paid of $364+ is appropriate. 

  There should NEVER be an argument concerning request for return from a nutritional health provider when their product caused injury to a consumer. The only acceptable response is "were so sorry," and a prompt refund. 

  OPTAVIA can send my reimbursement check to my attention at:

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

  Thank you for your prompt attention to this matter.

  Business response

  03/22/2024

  OPTAVIA would like the Better Business Bureau to know that OPTAVIA has researched this issue thoroughly. It is our desire to resolve this matter completely and to the Client's full satisfaction.

  After review, the client placed order number ********** January 21, 2021.

  Mrs. ********* emailed our Nutrition Support February 18, 2021, to inform us that the consumption of the products was causing gastrointestinal issues.
  The client was informed by our Nutrition Support team of some suggestions: “When making a change to any diet or eating pattern, some individuals may experience symptoms such as abdominal pain, bloating, gas, constipation, diarrhea, or nausea. If you experience gastrointestinal disturbances, we recommend you consult with your healthcare provider for personalized guidance, especially if the symptoms persist or worsen. Diarrhea can increase the risk for dehydration and electrolyte imbalances. If you experience muscle cramps, rapid heartbeat, dizziness, lightheadedness, or other symptoms in conjunction with the diarrhea contact your healthcare provider immediately.”.

  Additionally, the client was given tips to help reduce the symptoms while adjusting to being on the program.  Such as, “drinking 64 ounces of water each day”, “replenish sodium”, “keeping a food journal to identify what may be triggering the symptom”, “Talk to your healthcare provider for personalized guidance, especially if you are considering an over-the-counter medication”, etc.
  The client was also advised: “To let OPTAVIA know if she had any further questions and be sure to stay in contact with your OPTAVIA Coach for additional support”. “You can also check out answers.optavia.com for other
  product/program inquiries you may have”.

  However, the client responded that she had already stopped consuming the products. In turn, the client requested to return the products in Feb 2021.

  Furthermore, on August 4, 2021, the client contacted regarding the refund; at that time, the agent requested a copy of the return tracking number to confirm receipt of the products. The information was not provided until the client filed this complaint, March 2024.

  Prior to this complaint, our records show all efforts were made to help the client.

  As an exception, a check request will be submitted upon verification of the client’s mailing address.

  An Attempt to reach out to the client was made today, March 22, 2024, regarding the status of the case. A detailed voicemail was left informing Mrs. ********* that we need to verify her mailing address before proceeding with the check request. An email was also sent regarding this request.

  Upon the client’s response, we will proceed with the steps needed to process the refund.

  Business response

  03/22/2024

  OPTAVIA would like the Better Business Bureau to know that OPTAVIA has researched this issue thoroughly. It is our desire to resolve this matter completely and to the Client's full satisfaction.

  After review, the client placed order number ********** January 21, 2021.

  Mrs. ********* emailed our Nutrition Support February 18, 2021, to inform us that the consumption of the products was causing gastrointestinal issues.
  The client was informed by our Nutrition Support team of some suggestions: “When making a change to any diet or eating pattern, some individuals may experience symptoms such as abdominal pain, bloating, gas, constipation, diarrhea, or nausea. If you experience gastrointestinal disturbances, we recommend you consult with your healthcare provider for personalized guidance, especially if the symptoms persist or worsen. Diarrhea can increase the risk for dehydration and electrolyte imbalances. If you experience muscle cramps, rapid heartbeat, dizziness, lightheadedness, or other symptoms in conjunction with the diarrhea contact your healthcare provider immediately.”.

  Additionally, the client was given tips to help reduce the symptoms while adjusting to being on the program.  Such as, “drinking 64 ounces of water each day”, “replenish sodium”, “keeping a food journal to identify what may be triggering the symptom”, “Talk to your healthcare provider for personalized guidance, especially if you are considering an over-the-counter medication”, etc.
  The client was also advised: “To let OPTAVIA know if she had any further questions and be sure to stay in contact with your OPTAVIA Coach for additional support”. “You can also check out answers.optavia.com for other
  product/program inquiries you may have”.

  However, the client responded that she had already stopped consuming the products. In turn, the client requested to return the products in Feb 2021.

  Furthermore, on August 4, 2021, the client contacted regarding the refund; at that time, the agent requested a copy of the return tracking number to confirm receipt of the products. The information was not provided until the client filed this complaint, March 2024.

  Prior to this complaint, our records show all efforts were made to help the client.

  As an exception, a check request will be submitted upon verification of the client’s mailing address.

  An Attempt to reach out to the client was made today, March 22, 2024, regarding the status of the case. A detailed voicemail was left informing Mrs. ********* that we need to verify her mailing address before proceeding with the check request. An email was also sent regarding this request.

  Upon the client’s response, we will proceed with the steps needed to process the refund.

  Customer response

  03/22/2024

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

  I appreciate that they admit they wanted me to keep consuming a product that made me violently ill, they are correct, after 3 weeks I quit. Also, I did submit my tracking receipt. Why wouldn't I? 

  Lastly, their email may be caught in a filter bc I have not received one. 

  As for reimbursement, I expect, at a minimum, the full amount I paid of $364.65. If they include return shipping $389.65.

  I shouldn't have to pay for product that made me suffer serious gastrointestinal distress. I would've stopped consuming sooner, buy they insisted I keep using their product, until I said, no more and insisted on a return. 

  My current address is:

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

  Customer response

  03/22/2024

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

  I appreciate that they admit they wanted me to keep consuming a product that made me violently ill, they are correct, after 3 weeks I quit. Also, I did submit my tracking receipt. Why wouldn't I? 

  Lastly, their email may be caught in a filter bc I have not received one. 

  As for reimbursement, I expect, at a minimum, the full amount I paid of $364.65. If they include return shipping $389.65.

  I shouldn't have to pay for product that made me suffer serious gastrointestinal distress. I would've stopped consuming sooner, buy they insisted I keep using their product, until I said, no more and insisted on a return. 

  My current address is:

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

• Initial Complaint

  01/18/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I received an unauthorized charge on my bank account of $598.63 from Optavia. I canceled my account with Optavia in March 2023 and just received the charge yesterday January 17, 2023. I called Optavia and asked them how this happened and they did not know. They still had my card on file even though I had canceled my account in March 2023.

  Business response

  01/19/2024

  OPTAVIA would like the Better Business Bureau to know that OPTAVIA has researched this issue thoroughly.  It is our desire to resolve this matter completely and to the Client's full satisfaction.

  After review, a return- to- sender was processed with our shipping vendor on 1.19.24, for order ***********, to be returned to our distribution center.

  The client’s account login has been disabled to prevent any future orders from being processed; the credit card(s) on file and the unauthorized shipping address have also been removed.

  Furthermore, an expedited refund request has been submitted to our billing department to process a refund.

  We spoke to the client to advise them of the actions taken on their account.  The client has been emailed and educated about the refund process and timeframes.

  The case is being closely monitored to ensure the refund is processed appropriately, and the client will be updated as soon as the refund is completed.

  We hope this will resolve the client's inquiry and appreciate their patience.

  We wish the Client the best of luck in their continued journey towards optimal health.

• Initial Complaint

  04/20/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  This is a diet company with whom I signed up for 3-4 weeks only and was not to auto-charge for further product. They ignored that request and charged my debit card $480.06 on 4/16/23. I noticed the bank charge on Monday morning (4/17/23) and called them to cancel and refund. I was informed that the refund would take 48 hours so when that lapsed, this morning, I called them again. The rep told me that he does show that UPS was contacted to return the product back to them (I have the tracking# and proof that it is not being delivered and is being returned to sender. However, I was told that I will not get refunded until they receive the product and from that date it can take 3-5 business days. This is unethical practice as there is proof the product is not being delivered & is being returned back to them however they are not issuing my refund. I have called my bank and am disputing the charge, which will now cost me to do so. So now I don't have product or my money back into my bank account.

  Business response

  04/21/2023

  OPTAVIA would like the Better Business Bureau to know that OPTAVIA has researched this issue thoroughly.  It is our desire to resolve this matter completely and to the Client's full satisfaction.

  Upon review, a cancellation was requested 4/17/23 for order US********* by the client.

  As we do our best to honor cancellation request, however, the process is not 100 % guaranteed.

  The order was not able to be cancelled and shipped on 4/17/23.  A return to sender request was submitted on 4/19/23 to our shipping carrier. Currently, the shipment is en route back to our distribution center.

  At this time, a refund request has been submitted for this inquiry.
  

  The client has been emailed with this update and educated about the refund process and timeframes.

  The case is being closely monitored to ensure the refund is processed appropriately, and the client will be updated as soon as the refund is completed.

  We hope this will resolve the client's inquiry and appreciate their patience. 

  Business response

  04/21/2023

  OPTAVIA would like the Better Business Bureau to know that OPTAVIA has researched this issue thoroughly.  It is our desire to resolve this matter completely and to the Client's full satisfaction.

  Upon review, a cancellation was requested 4/17/23 for order *********** by the client.

  As we do our best to honor cancellation request, however, the process is not 100 % guaranteed.

  The order was not able to be cancelled and shipped on 4/17/23.  A return to sender request was submitted on 4/19/23 to our shipping carrier. Currently, the shipment is en route back to our distribution center.

  At this time, a refund request has been submitted for this inquiry.
  

  The client has been emailed with this update and educated about the refund process and timeframes.

  The case is being closely monitored to ensure the refund is processed appropriately, and the client will be updated as soon as the refund is completed.

  We hope this will resolve the client's inquiry and appreciate their patience. 

• Initial Complaint

  03/21/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  -Was approached by a friend who asked that I participate in a mock training call to help her. - Had zoom call on 3/19/2023 -During the call, the friend was immediately dismissed and I was left to interface with a different representative. -This representative on multiple occasions asked me private health information . -Representative gave the false impression that this was somehow related to the medical field. -Representative operates and introduces self as an LPN to try to apply validity to a multi level marketing style operation -False health claims, program restricts calories to under FDA guidance

  Business response

  03/28/2023

  The Company is in receipt of the BBB complaint from Ms. *********.  Unfortunately, as Ms. ********* is not a current Client and did not provide details with respect to the individuals she spoke with, the Company is unable to validate whether the individual who approached Ms. ********* is currently affiliated with OPTAVIA. 

  Regardless, please note that the Company uses independent contractor Coaches (“Coaches”) to promote OPTAVIA products and programs.  Per the terms of their Independent OPTAVIA Coach Agreement and Policies and Procedures (“Coach Agreement”), OPTAVIA Coaches do not provide any type of medical care to Clients. We understand that this individual may have advised Ms. ********* that she was an “LPN”.  While this individual may also be a health care professional, per terms of the Coach Agreement, Coaches who are also health care professionals, are prohibited from representing that OPTAVIA is related to health care or the medical field. 

  Finally, with respect to any collection of “personal health information” under the Coach Agreement, Coaches may receive personal information, with approval from the Client, so that the best weight loss plan may be selected for an individual who has, for example, gout, diabetes and/or is over age 65. This information is required to be maintained securely by the Coach and destroyed once no longer needed, to ensure that individuals are placed on the appropriate weight loss plan (e.g., our gout plan, diabetes plan, etc.). In any event, all clients are advised to check with their health care provider before starting any new weight loss plan.   Should Ms. ********* wish to provide any additional information regarding the individuals in question, the Company would appreciate the opportunity to confirm whether they have an affiliation with OPTAVIA and, if so, to provide further review and training. 

  Customer response

  03/29/2023

  
  Complaint* ********
  
  I am rejecting this response because:

  The coach's name was Sunie *************. She was introduced as a person with a professional medical knowledge and then that opened the conversation. Additionally, this was prefaced as a "health" opportunity and once I was presented with the information it was clear that this was only weight loss related.
  

  Business response

  04/03/2023

  The Company is in receipt of the additional information from Ms. ********* concerning her Complaint, including the name of the Coach in question. 

  As noted in our prior reply, independent OPTAVIA Coaches do not provide any type of medical care to Clients nor should they represent that OPTAVIA is related to health care or the medical field.

  The Company will be contacting the Coach in question to remind her of her obligations under the Coach Agreement and give additional training concerning this matter.   

• Initial Complaint

  03/03/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Called to cancel my membership and subscription plan on 1/31/2023. I received my cancelation confirmation on 2/1/2023 On 2/4/2023 I received an email that my order is being processed. I immediately called the customer service number and they stated that they see I have canceled and will make sure the order is not processed. on 2/7/2023 I was charged $416.92. That is 6 days after I cancelled. I have called multiple times for the past almost month to get this fixed and my money credit back. I keep getting the same response that they are investigating. I even sent them the email confirmation that I cancelled my subscription, and I should not have been charged.

  Business response

  03/07/2023

  
  OPTAVIA would like the Better Business Bureau to know that OPTAVIA has researched this issue thoroughly.

  We can confirm that the refund requested by the client, has been processed on 3/2/23, in the amount of $416.92. 

  A refund receipt was emailed to the client on 3/3/23 & 3/7/23 for this transaction and has been attached.

  We wish the Client the best of luck in their continued journey towards optimal health.

• Initial Complaint

  03/03/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I erroneously placed order US********* on February 28th and immediately sent two emails requesting a cancellation. I then called the next day and was assured it would be cancelled but today they sent a shipping notification. I need to be refunded and will not be purchasing a shipping label due to their inability to cancel a processing order.

  Business response

  03/07/2023

  
  OPTAVIA would like the Better Business Bureau to know that OPTAVIA has researched this issue thoroughly.  It is our desire to resolve this matter completely and to the Client's full satisfaction.

  Upon review, a cancellation was requested 3/1/23 for order US********* by the client. Although we do our best to honor cancellation request, the process is not 100% guaranteed.

  When the initial request was submitted for cancellation, the client was emailed a standard response on 3/1/23, as follows:
  

  “Your order cancelation request has been submitted. Please note that this request is not guaranteed, but we will make every effort to accommodate. If your order is successfully canceled, you will be notified with a confirmation email within 48 hours. If you receive your order, please reference our Return Policy.
  If you need further assistance, please call us at *************(###-###-####).
  Thank you,
  Your OPTAVIA Team”

  At this time, we have emailed the client offering a prepaid label to return the products as a courtesy. 
  

  The case is presently pending the client's response.

• Initial Complaint

  02/23/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On February 3, 2023 I cancelled my order. On the following Monday they took the money from my cancelled order from my account. I never received the product and have yet to receive my refund. I’ve called 10-12 times with no help.

  Business response

  02/28/2023

  
  OPTAVIA would like the Better Business Bureau to know that OPTAVIA has researched this issue thoroughly.  It is our desire to resolve this matter completely and to the Client's full satisfaction.

  Upon review, a cancellation was requested 2/5/23 for order US********* by the client.

  As we do our best to honor cancellation request, however, the process is not 100 % guaranteed. The order was not able to be cancelled and shipped on 2/6/23.  A return to sender request was submitted on 2/7/23 to our shipping carrier.  The shipment returned to distribution on 2/13/23.

  At this time, a refund request has been submitted for the returned merchandise.

  The client has been emailed with this update and educated about the refund process and timeframes.

  The case is being closely monitored to ensure the refund is processed appropriately, and the client will be updated as soon as the refund is completed.

  We hope this will resolve the client's inquiry and appreciate their patience. 

   

• Initial Complaint

  02/17/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I ordered product 3 weeks and 1 of the weee not received. I told the salesperson/coach. 2 weeks later the product I paid for hasn’t arrived. Optavia has no customer service & has an unethical business practice. All 7 of the ppl from India said they have no way of getting me someone from corporate office. In order to send me. In order to send me my box ((that I paid for and never received)) they need my charge card info. This is no ethical & potential fraud. I paid for an item I didn’t get it. There is no reason why they need my credit card for zero transaction. There is no way to reach an American from Optavia (American owned comp from what I was told)? Poor Optavia customer service, ripping off their customers by charging for merchandise but refusing to send it.. This is why I will not stay a member of Octavia and I want my full refund for the item not received. Please help! Thank you.

  Business response

  02/23/2023

  OPTAVIA would like the Better Business Bureau to know that OPTAVIA has researched this issue thoroughly.  It is our desire to resolve this matter completely and to the Client's full satisfaction.

  Upon review, the client requested a replacement for a missing item from order US*********.  Contacted client to assist and explained how our process is handled for replacement/ no cost orders.   

  Ensured the client, the correct coding will be used to process the replacement & no charges will be incurred.  However, the credit card information would need to be validated beforehand.

  Presently, the client has updated the required information, the replacement order has been processed successfully, and two complimentary items were issued for any inconvenience.

  We hope this will clear up any misunderstanding and wish the Client the best of luck in their continued journey towards optimal health.

• Initial Complaint

  02/07/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I met a woman on line ********** who one of my cousins said we could be related, she is a health coach too. She convinced me that what she does can help. I decided to try it for a month. I wanted to try for my health and wanted to do it before possibly gifting it to my overweight granddaughter. I paid for it in full on my credit card. The huge box arrived, filled with powdered supplies, two heavy books, a guide and a plastic bottle. After looking at the contents of this product, all are bioengineered and filled with modified soy protein product. I cannot tolerate soy so had to return it. I contacted the person on FB and told her I had to return it. She was unable to help me and gave me ******* support which is in *********. They told me that because I am in ****** that they will not handle the shipping and that I would only be refunded on the consumable goods. The books and plastic bottle was on me!!! They refused to ship it back for me. I then contacted that same FB person, who kindly sent me $50 for the books but said I would have to ship it myself and I could keep the books. *** wants $80.00 to ship it. On top of that, as a new customer, I was not told that I was placed on an automatic renewal each month and only caught it in and email that said my next box was due to ship!!!! What a nightmare. 1. They did not disclose any of the above prior to my purchase. 2. I was told it would be "healthy" for me. It clearly is NOT. 3. They added additional items ie books, bottle and then would not refund those as they say "Only the consumables will be refunded."4. They refuse to help me in return shipping. 5. They had me on an auto-order-shipping schedule I did not know about. 6. I want a full refund for all products including return shipping. How many unsuspecting people want to do this and then cannot and are being made to pay for things they did not order (books etc) and have the cost of shipping the items back??? Thank you for your time.

  Business response

  02/13/2023

  OPTAVIA would like the Better Business Bureau to know that OPTAVIA has researched this issue thoroughly.  It is our desire to resolve this matter completely and to the Client's full satisfaction.

  Upon review, the client was granted an approval by management, on 2/8/23 for a full refund without returning the products to distribution.

  Per our records, the refund has been completed, 2/13/23, and is being monitored for the refund receipt.

  The funds will be returned to the client's original method of payment within 5-7 business days depending on their financial institution.

  The client has been emailed with this update and educated about the refund timeframes.

  We hope this will resolve the client's inquiry and appreciate their patience.

• Initial Complaint

  02/05/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I placed an order with Optavia on Jan. 30, 2023. The "coach"-***************** told me continuously via email, that my order would be $196 and that I should see this reflected at my **************. I emailed the coach the day before on 1/29/23 with a screen shot showing her that the final amount charged $320.25. She insisted that I will see the discounted price at checkout. I went on to purchase the order on 1/30/23. The order came out to $320.25. I immediately called customer service and they explained that the promotion had expired and I was misinformed. I asked to cancel the order. The customer service kept telling me that she did not understand what I wanted. I then went into my Optavia account and cancelled the order. The email from Optavia confirmed my cancel request and that I should receive an update on whether or not my cancellation was processed within 48 hours. In the meantime, the $320.25 was immediately charged to my account. Here we are 3 days later, and my order has still not been cancelled. I called customer service again to request information on my request has not been honored. The rep simply said that it was still processing. I insisted that he contact the department that handles these inquiries and he did not do that for me. I asked him why is it so difficult to follow through on an order that was cancelled minutes after being placed. He did not have a response other that letting me know that I have to wait another 2 full business days, which would be Tuesday, Feb. 7, 23 to get an updated "IF" my request to cancel has been updated. I want my order cancelled and my money back.

  Business response

  02/09/2023

  OPTAVIA would like the Better Business Bureau to know that OPTAVIA has researched this issue thoroughly. It is our desire to resolve this matter completely and to the Client's full satisfaction.

  Upon review, the client inquired the amount charged on order US265255988 as the discounts offered on our commit to health promotion seemed to be unclear.

  Client contacted on 01/31/23 and an explanation was given about the promotion by our representative.  The original cost of the order before the discount was applied was in the amount of $395.25. The discount was applied to the order in the amount of $75.00 and 30% rewards of $96.08 were applied systematically.  The client initially purchased a 5 & 1 kit,and the total charge of $320.25 is correct after all discounts were applied. 

  However, the client requested to cancel the order on 1/31/23.  Although we do our best to honor cancellation request, the process is not 100% guaranteed. 
  A return to sender was attempted as the order was unable to be cancelled. The order eventually delivered to the client on 2/7/23.

  At this time,we have emailed the client offering a prepaid label to return the products as a courtesy. 

  The case is presently pending the client's response.

  Customer response

  02/09/2023

   
  Complaint: 19331422
  
  I am rejecting this response because: I responded to Optavia asking them to please send the pre-paid shipping label. I would like to keep the report know for the public that their customer service did not honor my multiple requests for cancellation. I have not heard back from them until today 2/9/23. Their initial email response following my cancellation request mentioned that I should hear back from them within 48 hours, which I did not. When I called back on 2/3/23, the rep said that I should hear back within 2 business day, which would have been yesterday, 2/8/23. 
  
  Sincerely,
  
  *************************

  Business response

  02/10/2023

  The client was advised on 2/3/23 by one of our representatives that the cancellation request is not a guarantee.  Unfortunately,the cancellation request was not successful.

  In addition, when the initial request was submitted for cancellation, the client was emailed a standard response on 1/31/23, as follows:
  Your order cancelation request has been submitted. Please note that this request is not guaranteed, but we will make every effort to accommodate. If your order is successfully canceled, you will be notified with a confirmation email within 48 hours. If you receive your order, please reference our Return Policy.
  If you need further assistance, please call us at 1-888-OPTAVIA***************).
  Thank you,
  Your OPTAVIA Team

  At this time, we have emailed a prepaid label to return the shipment to our distribution center.

  The client has been informed that once the shipment is en route back to our distribution center, a refund request will be submitted to process their refund.

  The case is being closely monitored to ensure the refund is processed appropriately, and the client will be updated as soon as the refund is completed; once the products are in the process of being returned. 

*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. ↩