ComplaintsforHealthy Directions, LLC

• Initial Complaint

  06/12/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  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

  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

  06/11/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  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

  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

  06/10/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  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

  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

  05/21/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  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

  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 response

  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

  04/17/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  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

  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 response

  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

  12/07/2022

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  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

  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 response

  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,
  
  *******************************
  

• Initial Complaint

  11/16/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I placed an online order on 7/14/22 for $43.98 and subscribed to their refill and save program to lock in the price of $31.99 per bottle, two bottles every 60 days. They sent the next shipment on 9/12 and charged $127.98 or double the contracted price. I changed my interval of delivery to every 120 days and they still sent another shipment 60 days later on 11/10 and again charged double ($127.98). When I called to ask for a refund, the representative stated "this happens when you do the refill and save program". I asked if this was a common issue she hears and she replied "yes". So it seems this company is doubling the price of their products agreed upon price and then also sending them more frequently than customers have requested. It is only corrected if a customer notices the charge is higher than originally agreed upon.

  Business response

  12/01/2022

  Dear ***********************,
  
  We are sorry for the frustration you have experienced!
  
  After reviewing your account, we see that you placed an online promotional order for **************** where the first order was at a discounted price where you signed up for the Refill and Save program where future shipments would be at the retail price per the terms and conditions of placing a promotional Refill and Save order. We have cancelled your Refill and Save program for **************** which will prevent further charges or orders shipping out. Per our conversation on 11/28/22, your refund was issued for $127.98 on 11/16/22 which should be reflected on your financial statement.
  
  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

  11/09/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Today, November 9, 2022, I received a ****** notification that I had authorized a payment of $65.91 to Healthy Directions. I never even bought anything from them so I have no idea how they thought that I had given them permission to take money from my bank account. I cancelled the transaction and do not know if that will solve the issue or not. I consider this a fraudulent action on the part of this company.

  Business response

  11/22/2022

  Dear *************************,
  
  We are sorry for the frustration you have experienced!
  
  After reviewing your account, we see that you placed an online trial offer order for ********* GlucoGold+. Per the terms and conditions of placing that trial order, it does enroll the item in our Refill and Save program to be shipped out every month. We have cancelled your Refill and Save program for ********* GlucoGold+ which will prevent further charges or orders shipping out. We did try and reach you to explain this on 11/15/22 and on 11/17/22 but was not able to reach out. We have issued a refund in the amount of $65.91 on 11/22/22 and you should see that reflected on your side in a few business days.
  
  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

  11/08/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I have been receiving emails from this company for the past three months. Each email is answered with a request to unsubscribe from all emails. This company ignores these request. I have recently replied to the email with a request to unsubscribe me from all emails. I did get an answer on one of my replies, that they would unsubscribe me. THEY HAVE NOT, that was over one month ago and I am still getting emails on a daily basis.

  Business response

  12/01/2022

  Dear *********************,  
  
  We are sorry for the frustration you have experienced in attempting to unsubscribe your email address.
  
  We did receive your requests to be unsubscribed from our email list and each request was submitted from removal on 11/8/22 and 11/22/22. We do apologize that you have continued receiving emails, however, you should no longer receive any emails from Healthy Directions in the future.
  
  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 response

  12/03/2022

  [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,
  
  *********************
  

• Initial Complaint

  10/19/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Automatic refill,postponed,they sent it without my permission and charged me almost double ,but told me before auto refill price is cheaper tog I am on auto refill which is not true it's half price actually.Called them and asked but they can not do anything it's already shipped and charged so I am returning product and done with them !

  Business response

  11/04/2022

  Dear ***************************,
  
  We are sorry for the frustration you have experienced.
  
  After reviewing your account, we see that you placed an online order for Daily Advantage on our Refill and Save program using the promo codes of **** and *******, which was a one-time savings code. Since the order was placed on our Refill and Save program, on 5/26/22 the second order for your Refill and Save program was shipped and on 10/13/22, the third Refill and Save program was shipped out. Per the conversation on 10/27/22, the discounts would be able to be applied to your Refill and Save program when and if you decide to continue with the product.  A refund in the amount of $204.53 has been processed and you should see that reflected on your end within 7-10 business days. To confirm, your Refill and Save program for Daily Advantage has been cancelled and no other shipments will go out.
  
  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

*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. ↩