Complaints

This profile includes complaints for Healthy Directions, LLC's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Healthy Directions, LLC

  6710A Rockledge Dr Ste 500 Bethesda, MD 20817-2846

  
• 

  Healthy Directions

  3890 Highway 51 N Southaven, MS 38672-9600

• 

  Healthy Directions

  3890 Highway 51 N Southaven, MS 38672-9600

• 

  Healthy Directions

  3890 Highway 51 N Southaven, MS 38672-9600

• 

  Healthy Directions, LLC

  PO Box 3262 Lancaster, PA 17604-3262

  

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:11/10/2023

  Type:Delivery 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 ordered their product a Sample which was supposed to be $4.99. Quickly I am on a new page and the order is being bumped up. I agreed to this one time deal well: Dear ****** *******,Your order number ******** was updated on 09/20/2023 Your order has been updated ********* *********+ 42ct Tablets 1 $27.99 $27.99 Subtotal: 27.99 Shipping: 4.99 Tax: 0.00 Total: 32.98 The original: Below is your summary for order number ******** placed on 09/20/2023 $4.99. Now: Your Order Has Shipped! Dear ****** *******, Good news—great health is almost at your door! Your order as it appears below has shipped, and your check or credit card has been charged. You can use the following information to track your order: Please be aware that we are experiencing some processing and shipping delays, so some packages are taking a few extra days to arrive. Don’t worry—your order is on its way and will arrive safe and sound! Track Your Package Thank you for choosing to shop with us. If you have any questions about your order, call us toll free at ###-###-#### or email us at [email protected]. We're proud to provide the highest quality supplements to help you live a healthier, happier life. Every supplement comes with our 90-day, 100% satisfaction, money-back guarantee. Best of health to you always, Customer Service **************** Your Shipment Information: QTY ITEM DESCRIPTION 1 *** 02 ****** ******** ********* *********+ 90CT TABLETS Order Number: ******** Date of Order: 2023-11-09 I demand a total refund of this unauthorized order. This is spam and pure B.S.

  Business Response

  Date: 11/27/2023

  Dear ***************************,
  
  We are sorry for the frustration that you experienced with the trial offer for the ********* *********.
  
  We show on 9/20/23, you submitted an online free trial offer for the ********* ********* with the 14-day trial count being free, but you did agree to paying the $4.99 shipping and handling fee. The Terms and Conditions that you agreed to when submitting the order explained that there would be an 18-day trial period before a new 30-day monthly supply would automatically be shipped every 30-days, unless you contacted customer service by phone, email, or through your online portal to cancel the automatic shipments.
  
  We did not receive a cancellation,so we did send out 2 additional shipments, one on 10/9/23 and the second on 11/9/23, till we cancelled the membership program on 11/11/23 when you called about the shipments. We do show that the second shipment was returned to us.The refund could not be processed as there was a chargeback dispute already filed against the order, and we had accepted the chargeback since you had misunderstood the offer terms. Your bank should be issuing the refund of the funds back to your account.
  
  We do apologize for any inconvenience this may have caused you. Your complete satisfaction is very important to us so please do not hesitate us with any additional questions and / or concerns ************
  
  Regards,
  Customer Service Escalations Supervisor

  Customer Answer

  Date: 12/01/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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. 
  
  Regards,
  
  ***************************
  

• Initial Complaint

  Date:08/26/2023

  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 cancelled my order and have been charged numerous times. This stuff made me sick so I can't take it

  Business Response

  Date: 09/18/2023

  Dear *****************************,
  
  We have received your BBB Complaint and are sorry to hear that there was an issue using the ********* ********* product.
  
  We are showing the first order for the ********* ********* trial offer for this account was received 7/27/23 through an Internet lead. We show the trial order, the 2-week supply,was delivered 8/2/23. The trial offer terms that you agreed to when submitting the online order stated that you would have 18 days to use the product and then a new 30-day supply would automatically ship unless the membership was cancelled.
  
  Due to not receiving a cancellation request, the first 30-day supply shipment was processed on 8/14/23. Tracking shows this order being delivered on 8/23/23. We then received an email cancellation request on 8/26/23. We informed you of the order being in transit but gave the return information for a refund. No product was returned.
  
  We have received the BBB Complaint noting that there was an issue with you using the product for which we have issued a refund in full today for the August shipment in the amount of $64.18. This credit will be reflected in your **** account within 3-5 business days. We have made sure the Refill and Save auto shipment was cancelled, which was processed on 8/28/23.
  
  We have called the phone number on file and left a Voicemail of the refund along with the number to contact Escalations for any questions. We have also sent information about the refund to the email address we have on file.
  
  We do apologize for any inconvenience this may have caused you. Your complete satisfaction is very important to us so please do not hesitate us with any additional questions and / or concerns ************
  
  Regards,
  Customer Service Escalations Supervisor

• Initial Complaint

  Date:08/02/2023

  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.

  I cancelled the subscription on 7/6/23, and alothough they had all my info and I got emails about cancelling they continued to bill me. Shady practices, very overpriced for what it is. Woul dnot recommend. I ended up going thru ****** to make sure they wouldn't continue charging since they seem to not honor their agreements. Even though it is said to cancel that way

  Business Response

  Date: 08/08/2023

  Dear *************************,
  
  We are sorry for the frustration you have experienced in attempting to cancel your Healthy Direction product.
  
  On 7/29/23 your order was placed for the trial offer for the Berberine GlucoGOLD where you received a 14-day supply free of charge, only paying for the shipping and applicable sales tax. As part of the trial offer terms that you agreed to,after the 18-day trial period, a fresh 30-day supply would automatically ship every 30 days unless cancelled.
  
  We received your original email on 7/6/23 requesting cancellation of any further shipments but we were having issues locating your account and had emailed you back also on 7/6/23 asking for the full name and address on the account.
  
  We did not receive your response to our request until 7/20/23 for which we then proceeded to cancel the Refill and Save auto shipment program. There was already an order in transit 7/18/23 for which we recommended to Refuse and return to us for a refund. We have not received any product returned.
  
  We understand that you misunderstood the trial offer terms and we do want to help our customers be able to use the product for their health benefits. With this in mind, we have issued a full refund of the $59.98 which will be reflected to your account within 3-5 business days. We have called and sent an email today, 8/8/23, of processing the refund.
  
  We do apologize for any inconvenience this may have caused you. Your complete satisfaction is very important to us so please do not hesitate to reach out to us with any additional questions and / or concerns at **************.
  
  Regards,
  Customer Service Escalations Supervisor

• Initial Complaint

  Date:07/17/2023

  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 signed up for a trial. When payment on the “recurring” shipment failed I received an email. I setup an account online with my same and email to cancel the subscription but none of my info was available. Then somehow with no money in my account they miraculously charged me overdrafting my account. I call to cancel and request a refund and **** says it’s sitting in their warehouse but he can’t cancel it. I have to wait till it arrives send it back and then request a refund. I am already suspicious of this company and they want me to trust them when they still have the package? I request a supervisor. None is available. Says he will schedule a call back which we know will it happen. Continues to refuse to get a supervisor or someone of authority. I do not have the product. I don’t want the product. They have both the product and the money I didn’t have and this is not ok. I want my refund and they can keep their crap product.

  Business Response

  Date: 07/26/2023

  Dear *******************************,
  
  We are sorry for the frustration you have experienced in attempting to cancel your Healthy Directions Refill and Save Subscription.
  
  We received an online trial offer order on 6/14/23 for the 14-day supply of the ********* *********. The offer terms you had agreed to were for an 18-day trial period and then a new 30-day supply would automatically be shipped on the Refill and Save subscription program unless you called to cancel the membership.
  
  On 7/3/23, the 30-day supply of ********* ********* was scheduled to ship out but the charge was not approved till 7/16/23 by the credit/debit card you originally provided. We show that you called customer service and emailed customer support about cancellation but due to the charge being approved the order was already being processed by our warehouse and we were not able to stop it.
  
  On 7/18/23, our escalations team was able to process the full refund for the order in the amount of $65.83. This refund credit would have shown back up in your account within 3-5 business days after 7/18/23.
  
  We do apologize for any inconvenience this may have caused you. Your complete satisfaction is very important to us so please do not hesitate to reach out to us with any additional questions and/or concerns at **************.
  
  Customer Service Escalations Supervisor

• Initial Complaint

  Date:06/12/2023

  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 placed an order on June 2nd. On June 12th, the company emailed me saying the order was on hold and if I did not contact support it would be canceled. I called support once, and got hung up on after talking with someone. Then I called back, and was told it wasn't on hold. I told them I got the email and they said it was actually on hold. I have been charged and have no idea if my order will get delivered. I need delivery of the product I purchased ASAP.

  Business Response

  Date: 06/16/2023

  Hello ***************************,
  
  We have reviewed your account and the order you placed for the 6-month supply of the Clinical Grade ********* has been cancelled by our warehouse. The shipping address is a warehouse delivery, and we are not able to ship to these facilities, our products are intended for individual residential use. We did ty to call you to inform you of the cancellation at the phone number listed but the call was sent directly to your Voicemail. If this order was cancelled in error and is for personal use, we would need to have a personal home address to ship the products to. We would be more than happy to submit an order for you. 

  
  We do apologize for any inconvenience. Your complete satisfaction is very important to us so please do not hesitate us with any additional questions and / or concerns ************
  
  Regards,
  Customer Service Escalations Supervisor

• Initial Complaint

  Date:06/11/2023

  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.

  On June 9, 2023, I initially called to add an additional bottle of a moisturizer to my subscription which Ive been ordering for over 20 years. I did not receive a confirmation email with an order number, nor was I given one during the call. I spoke with a customer service rep who gave me 50% off of one bottle for a total of $57.73, however, my credit card was charged $83.07. I called on 6/10/23 and explained the problem to a different customer service rep. All they had to do was give me a credit for the difference. Instead, they kept insisting that I was complaining about the recent price increase for the product, which I was aware of and wasnt complaining about. When I called about the problem the first time on 6/10/23 regarding the issue, the customer service rep put me on several extended holds while she communicated with a supervisor, and she just couldn't seem to understand what I was telling her. When I asked to speak to the supervisor, I was told I'd get a call back. She never mentioned that it would be up to 48 hours. So, I contacted them again on 6/11/23, and it was a repeat of the rep not getting what I was talking about. Again, I asked to speak to a supervisor, but instead I was again placed on extended holds after which she came back on the line telling me she was sending an email to her supervisor who would be contacting me within 48 hours. Obviously, she was communicating with a supervisor who apparently couldn't be bothered speaking with me or calling me back sooner than 48 hours and the same happened when I called on 6/10/23. This an error on the part of Healthy Directions that is an easy fix, but they chose not to take care of it.

  Business Response

  Date: 06/15/2023

  Dear *****************************,
  
  It was a pleasure speaking with you yesterday and coming to a resolution. We apologize for the miscommunications about the pricing quoted on 6/4/23 for the ******* Anti-Aging Moisturizer (Lavender scented). We have processed the refund of the $27.69 that you were charged for the third bottle.
  Per your request, we have also reactivated your Refill and Save auto shipment program for the ******* Anti-Aging Moisturizer (Lavender scented).We have scheduled the next shipment of the 3 bottles being shipped every 60-days to 8/14/23.
  
  We do apologize for any inconvenience this may have caused you. Your complete satisfaction is very important to us so please do not hesitate us with any additional questions and / or concerns ************
  
  Regards,
  Customer Service Escalations

• Initial Complaint

  Date:06/10/2023

  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.

  Case #*************** Merchant: Health Directions Ordered: February 28, 2023 Disputed Amount: $146.02 My order was placed by telephone and it was recorded. If the merchant will listen to the recording they will once again confirm, as they did to me the first time I called about this matter, that I in Fact ordered Forward Plus and they sent Forward Gold. Listening to the recording will quickly resolve this matter. The merchants response was that goods were as described and received in good condition, But those were not the goods I ordered. The merchant never attempted to correct the problem but put the burden of their mistake on me to place a second order and pay a second time before they would fill my order. I wrote a review and they asked me to call so that they could make it right. I did and they repeated the same requirements for me to obtain my goods which I had already paid for. That is where this matter currently stands.

  Business Response

  Date: 06/15/2023

  Dear *********************************,
  
  We are sorry for the frustration that you had for your order of the Forward Plus Daily Regimen.
  
  After reviewing your account and listening to the call from the order date 2/28/23, we found the incorrect product was submitted to our system. Please keep this order with our complements. We are showing communication with one of our agents on 6/12/23 who was able to process the refund of $146.02 back to the original payment method. 
  
  We do apologize for any inconvenience this may have caused you. Your complete satisfaction is very important to us so please do not hesitate us with any additional questions and / or concerns ************
  
  Regards,
  Customer Service Escalations Supervisor
  

• Initial Complaint

  Date:05/21/2023

  Type:Product 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 did their trial to see if i would like and then after a month they took out $65.57 out of my ****** account. I called to get a refund and ask why they just took out this money and they said I signed up for a subscription and I said I did not. I think it not a great policy to their customers. The person was rude and unprofessional.

  Business Response

  Date: 06/11/2023

  Hello *******************,
  
  We do apologize for any misunderstanding about the ********* *********+ trial offer. When you signed up online for the trial offer after entering your payment method the subscription terms were listed about the auto shipments that you had to agree to prior to being able to Place the order.
  Due to the confusion, we have issued a full refund of the $64.57 as of 6/2/23, this credit normally shows within 3-5 business days back to the original payment method.
  
  We do apologize for any inconvenience this may have caused you. Your complete satisfaction is very important to us so please do not hesitate us with any additional questions and / or concerns ************
  
  Regards,
  Customer Service Escalations Supervisor.
  

  Customer Answer

  Date: 06/12/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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. 
  
  Regards,
  
  *******************
  

• Initial Complaint

  Date:04/17/2023

  Type:Product 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.

  We are on auto-ship for ****** ********** ***** 90 day supply. My daughter who is 45 years old uses this product for a vision problem she had. She has 4 pills left in a 90 day supply and noticed stuck to the bottom of the bottle is a clump of hair!! She rolled the pills around to see if the clump of hair moved around and it did not. I called the company today and spoke with *****.. I asked to speak with someone in Quality Control and she told me she was trained to do that. I gave her the information on the opened bottle and she asked for the package information. I explained it was over 90 days ago and I did not keep the bubble package the bottle came in. Read the information on the bottom of the bottle and she told me she was going to arrange for a refund. I told her we had a new unopened bottle that I needed to return under the circumstances and gave her the information that is on the inside shipping label. When she came back on the line from talking to a manager she told me they would not refund our money for the open bottle with the hair stuck on the bottom and if I wanted to return the unopened bottle I would have to pay for shipping!!I asked to speak to a Manager and she told me one would call me back 24-48 hours!! I am over the top with anger and disbelief that a company selling vitamins would handle this situation in such a unprofessional, and uncaring manner. How disgusting to realize you have been taking a product for several months that has something unsanitary stuck to the bottom of the bottle and the company is unwilling to do anything about it!!! We did not buy this from a third world country and paid a good price for the product as well.

  Business Response

  Date: 05/09/2023

  Dear *******************,
  
  We are sorry for the frustration you and your daughter have experienced with the Quality Complaint issue for our product.
  
  Per our conversation today, 5/9/23, the refund for the economy bottle in question from the December 11, 2022, order has been refunded today in full. We have already processed the refund for the March 13, 2023, shipment in full on April 18, 2023. Both of the *** transaction numbers were given to you in confirmation of both refunds being processed back to your original payment method.We also discussed that the products from both orders do not need to be returned and you can dispose of both bottles.
  
  Your complete satisfaction is very important to **, and we are happy that there was a resolution accomplished per our conversation. If you should have any further questions, please do not hesitate to reach out with any additional questions and/or concerns at **************.
  
  Regards,
  Customer Service Escalations Supervisor

  Customer Answer

  Date: 05/16/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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. 
  
  Regards,
  
  *******************
  

• Initial Complaint

  Date:12/07/2022

  Type:Delivery 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.

  Ordered a sample which was advertised for $4.99 w/ free shipping. Deceptive advertising, as I suddenly was billed over $30, items added which I DID NOT order or authorize PLUS I was enrolled in an recurring auto-pay plan. I contacted this company immediately by email - to which there has been no response. I called customer service within 24 hours and was told the shipment could not be cancelled, not because it had been shipped, but because they had printed the mailing label.

  Business Response

  Date: 12/13/2022

  Dear *********************,  
  
  We are sorry for the frustration you have experienced.  
  
  On 12/5/22, your order was placed via our website for a 14-day trial size of ********* *********+ 42ct; per our terms and conditions for the trial size does enroll you in our Refill and Save program.When placing the trial order there was an upgrade offer for the Complete Neurovascular Support.  
  
  Per our conversation today, 12/12/22, we went over the terms and conditions for the trial and issued a full refund in the amount of $32.35 and advised to keep the products upon receiving them in the mail.  We also confirmed the Refill and Save auto shipment program was cancelled for the ********* *********+, which will prevent further charges or orders going out. We did send an email to the email address on file to confirm our conversation.
  
  We do apologize for any inconvenience this may have caused you. Your complete satisfaction is very important to us so please do not hesitate to reach out to us with any additional questions and / or concerns at **************.  
  
  Regards,  
  Customer Service Escalations Supervisor 

  Customer Answer

  Date: 12/17/2022

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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. 
  
  Regards,
  
  *******************************