ComplaintsforOptavia, LLC
Health and Wellness
Additional Complaint Information
Customer Complaint:
BBB files indicate that Optavia, LLC has a pattern of complaints from
consumers concern refund and exchange issue. These complaints allege problems
contacting the business to initiate exchanges and/or processing refunds after
returned and canceled orders. As of 8/1/23, BBB has not received a response or
action plan to address these concerns. BBB will continue to monitor this
business moving forward.
BBB encourages anyone who has experienced these and other suspicious activities from Optavia, LLC to report the incident to:
- www.bbb.org/file-a-complaint
- Maryland Attorney General’s Office- Consumer Protection Division
BBB encourages anyone who has experienced these and other suspicious activities from Optavia, LLC to report the incident to:
- www.bbb.org/file-a-complaint
- Maryland Attorney General’s Office- Consumer Protection Division
Need to file a complaint?
BBB is here to help. We'll guide you through the process.
Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
12/29/2022
- Complaint Type:
- Product Issues
- Status:
- Resolved
I called Optavia 5 minutes after placing an order to cancel because I was promised a 100$ discount, which they didn't apply. I was told my order was canceled and I'll receive a full refund. I did not. I called again the next day and was told the order was processed but they will stop the delivery and refund me. They did not. They attempted to send in the wrong order and bill me the full price.Business response
01/20/2023
Business Response /* (1000, 5, 2023/01/09) */ 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 1/3/23, in the amount of $418.00. A refund receipt for this transaction has been attached and has been emailed to the client. We wish the Client the best of luck in their continued journey towards optimal health. Consumer Response /* (2000, 8, 2023/01/10) */ (The consumer indicated he/she ACCEPTED the response from the business.)Initial Complaint
12/28/2022
- Complaint Type:
- Delivery Issues
- Status:
- Answered
I made an order on 12/25/2022. I received an email saying the package was sent out and would be delivered on 12/28. On 12/27 I got another notification that it would be delivered on 12/29. Today, 12/28 I got an update it would be delivered on 12/30. *** still have not received this package. On the website it just states the label has been created. Upon checking with *** (The delivery service) they still have not received the package. I spoke to an Optavia customer service representative who said if it did not move by EOB today to call back for a replacement. It still has not moved and now they are telling me that cannot replace it. I just want my products. Every time you call you get a different answer. It says on the details it was shipped on 12/26 but was not. They do not want to honor what was said about a replacement.Business response
01/09/2023
***Document Attached***
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.
Per our records, the client's recent order US250192070 dated 12/25/22, delivered to the default address on file 12/30/22.
A copy of the proof of delivery from the shipping vendor has been attached.
(If for any reason, the shipment has not been received by the client. A Missing Order Tracer can be filed, and a replacement can be processed for the client at that time).
We hope this will resolve the client's inquiry and we wish the client the best of luck in their continued journey towards optimal health.
See Attachment/File: ***************************-US250192070.PNGBusiness response
01/09/2023
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.
Per our records, the client's recent order US250192070 dated 12/25/22, delivered to the default address on file 12/30/22.
A copy of the proof of delivery from the shipping vendor has been attached.
(If for any reason, the shipment has not been received by the client. A Missing Order Tracer can be filed, and a replacement can be processed for the client at that time).
We hope this will resolve the client's inquiry and we wish the client the best of luck in their continued journey towards optimal health.
See Attachment/File: ***************************-US250192070.PNGInitial Complaint
12/06/2022
- Complaint Type:
- Product Issues
- Status:
- Resolved
11/4/2022 - order auto placed.11/6/2022 - checked to see if order had shipped. It had not so I called to cancel the order. I spoke to *************************. She confirmed the order had not shipped and asked for a reason to cancel. I explained i have a medical condition and the soy ingredient may be interfering with synthroid prescription absorption and it was recommended I discontinue use of optavia. ***** canceled the order for me. She emailed me the ingredients list the same day. 11/7/22 - I received notification that the order shipped. I responded to *****'s email requesting they intercept the package. She did not respond. 11/8/22 - *** attempted delivery to me. I refused delivery. The order was routed back to sender. 11/9/22 - i received notification from *** that the order had been successfully returned to sender. 11/14/22 - called request status of return. Was told it would take 2 to 4 business days.11/16/22 - return was not populating on account, called to verify it was being processed. Was told it might take longer because I didnt return it properly. 11/22/22 - called and requested to speak with manager. Was told because i did not cancel the order before shipment that my return would take awhile. I explained to her i did in fact cancel the order before it shipped as confirmed with *************************. Manager said she would submit a ticket. 12/6/22 - i have still not received a refund.Business response
12/12/2022
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 refund request has been submitted for the returned products and is being processed.
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.Customer response
12/12/2022
(The consumer indicated he/she DID NOT accept the response from the business.)
The fact that Optavia has told me I can expect a refund in 5-7 business days for 4 weeks makes zero sens. ** what world does 5-7 business days equal 4 weeks and counting? *** confirmed you received the package on Nov. 9. By Optavia's policy, I should have received a refund already. This is ludicrous and I will not be satisfied until my full refund is in my account.
See Attachment/File: Screenshot_20221114-125638.pngBusiness response
12/14/2022
***Document Attached***
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 12/12/22, in the amount of $340.42.
A refund receipt for this transaction has been attached and has been emailed to the client.
We wish the Client the best of luck in their continued journey towards optimal health.
See Attachment/File: ***********************-US233064306.pdfBusiness response
12/14/2022
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 12/12/22, in the amount of $340.42.
A refund receipt for this transaction has been attached and has been emailed to the client.
We wish the Client the best of luck in their continued journey towards optimal health.
See Attachment/File: ***********************-US233064306.pdfCustomer response
12/15/2022
(The consumer indicated he/she ACCEPTED the response from the business.)Initial Complaint
11/29/2022
- Complaint Type:
- Product Issues
- Status:
- Answered
I ordered and then within a few hours requested to cancel. I never heard back from the company about the cancellation and was told I would hear within 48 hours of the request. I never heard. I can't get ahold of anyone at the company. There is no help with coaches either. Poorly run company.Business response
12/02/2022
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 11/25/22 for order US241052824 by the client. We do our best to honor cancellation request, however, the process is not 100 % guaranteed, and the order was not able to be cancelled. The order eventually delivered to the client on 11/30/22.
The client contacted on 11/30/22 regarding the return to sender process and an explanation was given and expectations of the return guidelines.
In addition, the return label process was explained, and a label was sent to the registered email on file. The client was also informed that once the shipment is returned to our distribution center, a refund would be processed within 2-4 business days.
To date, the return label has not been used to return the products. Once the shipment is received back to distribution, the refund will be processed.
We hope this will clear up any misunderstanding and has resolved the client's inquiry.Business response
12/06/2022
***Document Attached***
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.
The client's products were returned to our distribution center and received on 12/5/22.
The refund has been processed and completed on 12/5/22.
A refund receipt for this transaction has been attached and has been emailed to the client.
We wish the Client the best of luck in their continued journey towards optimal health.
See Attachment/File: *******************-RMA000920401.pdfInitial Complaint
11/16/2022
- Complaint Type:
- Product Issues
- Status:
- Resolved
I ordered food from Optavia at the subtotal price of $467.75 with rewards subtracted of $44.87 for a total of $422.88 which was billed on my discover card (as the receipt shows attached). I received a notice the refund coming was in the amount of $397.22. The subtotal was $467.75, but it subtracted $70.53 in rewards for some reason. The refund amount should be $422.88, not $397.22. I have called Optavia 3 times about this and each time they said they would submit a ticket to get this fixed. The third time I called 11/14, someone said they would even send a confirmation email within 24 hours. I got the confirmation email the refund was being processed, but again for $397.22. I called a 4th time today, 11/16 and again they said they will need to submit a ticket to billing department. I still have not received any refund to my card at this point, let alone the correct amount of $422.88.Business response
12/07/2022
Business Response /* (1000, 5, 2022/11/18) */ 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 refunded for all items listed on the return less shipping and handling. Per the return guidelines, shipping and handling is non-refundable. Per our records, the initial refund in the amount of $397.22 credited on 11/15/22. However, as an exception, a refund for the difference of $25.66 for shipping and handling was processed on 11/17/22. 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. Consumer Response /* (2000, 7, 2022/11/18) */ (The consumer indicated he/she ACCEPTED the response from the business.) I appreciate this finally being handled. I am not sure why out of the 4 people I spoke with nobody told me the difference in the refund was due to shipping and handling. I will await the refund to show in my account from the "exception" they made for the difference.Initial Complaint
11/16/2022
- Complaint Type:
- Product Issues
- Status:
- Answered
I cancelled an order with Optavia on October 9, 2022. Since that time, I have contacted Optavia NUMEROUS times to find out where my refund is ($410.40). I can't get through to them on the phone ("Please try again later"). I don't know what else to do. Here (BELOW) is the most recent written correspondence with them, from Nov. 11, 2022. ATTACHED is all of the correspondence done via email (but not via the on-line form on their website, which I also completed... I don't have copies of that). I don't know what else to do:"Hello - According to the timeline you gave me (below), I should've received my refund by Oct. 26th at the absolute latest. I STILL do not have my funds. Please help me remedy this!Thank you.---------------------********************** ************************** ************ On Fri, Oct 21, 2022 at 8:28 PM Client Support wrote:Hi ************,Thank you for contacting OPTAVIA for assistance.We apologize for the inconvenience in that we have not provided an update in regards to your cancellation request and if successful an update on your refund for your Premier order US223105617 placed on 10/09/2022........Per the tracking number 1Z3YF4190394149528 we intercepted the order and it was returned to our Optavia ******************* Dock on 10/17/2022. Typically once the order is returned to the ******************* and the refund will be completed within 2-4 business days from when we receive your returned product. Once processed, you will generally see your refund post to your payment account within 1-5 business days. You will be notified via email once the refund has been processed (return complete status)."Business response
11/17/2022
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 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 patienceBusiness response
11/21/2022
***Document Attached***
We can confirm that the refund requested by the client, has been processed on 11/17/22, in the amount of $410.40.
A refund receipt for this transaction has been attached and has been emailed to the client.
We wish the Client the best of luck in their
continued journey towards optimal health.
See Attachment/File: *******************- US223105617.pdfInitial Complaint
10/29/2022
- Complaint Type:
- Product Issues
- Status:
- Answered
I ordered $487.97 worth of product from Optavia on October 6. On October 7, I canceled that order under the instruction of my Optavia coach. I talked to a representative of the company on October 7 to verify that the order had been canceled and I would receive the refund. On October 24, I called to see why I had not received the refund. I was told that a note would be made on my case regarding the refund and that it had not been processed. The return showed that they had received the box of items on October 13. I called again the next 2 days only to receive the same response. When I called a 4th time, I was told that there were no notes regarding my previous inquiries. I then asked to speak to a supervisor who also told me he would make notes on my case to have the refund expedited. I have given Optavia 11 business days from the day they received my return to process and refund my money and have been told every time I have called that it is being processed with no assurance of receiving my money back.Business response
11/02/2022
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.
The refund was processed and completed on 11/1/22.
The funds will be returned to the client's original method of payment within 5-7 business days depending on their financial institution.
A refund receipt will be issued to the client once readably available.
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.Business response
11/04/2022
***Document Attached***
We can confirm that the refund requested by the client, has been processed on 11/1/22, in the amount of $487.97
A refund receipt for this transaction has been attached and has been emailed to the client.
We wish the Client the best of luck in their continued journey towards optimal health.
See Attachment/File: *****************************-RTS000859354.pdfInitial Complaint
09/27/2022
- Complaint Type:
- Product Issues
- Status:
- Resolved
I purchased their product food and books. I returned Everything. Never even opened the books and food and they wouldn't reimburse me for the books.Business response
09/29/2022
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 a refund for the Habits of Health Books. Per the return guidelines, non-consumable items are non-refundable.
"At OPTAVIA, we believe there is a better way to a better you, and we strive to provide the best experience possible. If you are not completely satisfied with your OPTAVIA.com order, you may return the consumable products in your order for any reason; non-consumable items are non-refundable. Please return consumable products within 30 days of receipt of your order for a refund (less shipping fees)."
A refund was processed for all consumable items listed on the client's return on 7/20/22 in the amount of $393.41. A copy of the receipt is attached.
We hope this clears up any misunderstanding and wish the Client the best of luck in their continued journey towards optimal health.
See Attachment/File: *******************-RMA000755887.pdfCustomer response
09/29/2022
(The consumer indicated he/she DID NOT accept the response from the business.)
The box with the books wasn't even opened. The books are in there untouched. I don't care what your refund policy is I returned the food and books so I want a full refund not partialBusiness response
09/30/2022
As a courtesy, a refund request has been submitted for the Habits of Health books from order US184454131.
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.Business response
10/04/2022
***Document Attached***
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 10/3/22, in the amount of $41.58
A refund receipt for this transaction has been attached and has been emailed to the client.
We wish the Client the best of luck in their continued journey towards optimal health.
See Attachment/File: *******************-US184454131.pdfCustomer response
10/04/2022
(The consumer indicated he/she ACCEPTED the response from the business.)Initial Complaint
09/15/2022
- Complaint Type:
- Product Issues
- Status:
- Resolved
I've been on this weight loss program and while it works their customer service department is absolutely terrible. After having covid I had a stockpile of product so I got online to cancel the auto ship. It said my order had been cancelled. The next day I got an email saying my order was being processed. I called my coach who called and cancelled the order and I cancelled again on email. Meanwhile my account was charged over ****** on Monday I called again to cancel and was assured it had been cancelled and I would receive an email shortly that the cancellation had been processed. That email hasn't come as of today which is now Thursday. The tracking information says the Oder is being returned and yet the bank charge has still not been refunded. I called again today and got someone who's unintelligible with a thick accent. He refused to escalate my call to a supervisor without me giving him personal information which I refused to do. He finally admonished me because he said the order was only cancelled yesterday which is a lie. It was initially cancelled a week ago and again on Monday. I want the money put back into my checking account. For anyone considering this program DO NOT do autoship as it is a nightmare to cancel.Business response
09/16/2022
***Document Attached***
We can confirm that the refund requested by the client, has been processed on 9/15/22, in the amount of $215.71.
A refund receipt for this transaction has been attached and has been emailed to the client.
We wish the Client the best of luck in their continued journey towards optimal health.
See Attachment/File: *****************************-US212165445.pdfBusiness response
09/16/2022
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.
Regarding the client's refund inquiry. Upon review, the refund was processed and completed on 9/15/22 in the amount of $215.71.
The refund will be returned to the original method of payment within 5-7 business days depending on their financial institution; as soon as the receipt is readily available, a copy will be emailed to the client.
The client has been emailed with this update and educated about the refund process and timeframes.
We hope this will resolve the client's inquiry and appreciate their patience.Customer response
09/19/2022
(The consumer indicated he/she ACCEPTED the response from the business.)
ResolvedInitial Complaint
09/09/2022
- Complaint Type:
- Product Issues
- Status:
- Resolved
I ordered a starter kit from OPTAVIA. I did not like the taste of the food so I canceled my membership and returned all the food. However I was unable to return the 2 books that come with the starter kit. The books cost $50 and I do not need or want the books.I feel that I should be able to return the books for a refund.Business response
09/12/2022
***Document Attached***
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, Client inquired a refund for the Habits of Health Books.
Per the return guidelines, non-consumable items are non-refundable.
"At OPTAVIA, we believe there is a better way to a better you, and we strive to provide the best experience possible. If you are not completely satisfied with your OPTAVIA.com order, you may return the consumable products in your order for any reason; non-consumable items are non-refundable. Please return consumable products within 30 days of receipt of your order for a refund (less shipping fees)."
A refund was processed for consumable items listed on the client's return on 8/30/22--$370.33. A copy of the receipt is attached.
We hope this clears up any misunderstanding and wish the Client the best of luck in their continued journey towards optimal health.
See Attachment/File: *****************************-RMA000802056.pdfBusiness response
09/12/2022
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, Client inquired a refund for the Habits of Health Books.
Per the return guidelines, non-consumable items are non-refundable.
"At OPTAVIA, we believe there is a better way to a better you, and we strive to provide the best experience possible. If you are not completely satisfied with your OPTAVIA.com order, you may return the consumable products in your order for any reason; non-consumable items are non-refundable. Please return consumable products within 30 days of receipt of your order for a refund (less shipping fees)."
A refund was processed for consumable items listed on the client's return on 8/30/22--$370.33. A copy of the receipt is attached.
We hope this clears up any misunderstanding and wish the Client the best of luck in their continued journey towards optimal health.
See Attachment/File: *****************************-RMA000802056.pdfCustomer response
09/12/2022
(The consumer indicated he/she ACCEPTED the response from the business.)
I understand the policy.
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Contact Information
Customer Complaints Summary
125 total complaints in the last 3 years.
22 complaints closed in the last 12 months.