ComplaintsforTwin Elements

CBD Products

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Initial Complaint
05/11/2024
Complaint Type:
Billing Issues
Status:
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.
To: TWIN ELEMENTS **************************************** (Sent via E-mail) Please DISCONTINUE all further shipments to me of Twin Elements 500mg Gummy Dots, and make no further charges on this ********************************************************************** ************
Business response
05/14/2024
Hello,
We deeply apologize for any inconvenience you may have encountered and want to assure you that we are actively working towards resolving your issue. We prioritize important matters like yours and strive to handle them appropriately.

We understand that it might have been possible for you to overlook the terms and conditions. If you do not cancel your account within 30 days of the order date, your initial purchase automatically enrolls you in a monthly auto-ship program. However, as a one-time courtesy, we have proceeded to issue a full refund of $198.70 today. You should expect to see the credited amount in your account within the next 5-10 business days.

Please rest assured that your account has been successfully canceled, and you will not incur any further charges or receive any additional shipments.

We greatly appreciate your patience throughout this process. If there is anything else we can assist you with, please do not hesitate to let us know.
Initial Complaint
05/03/2024
Complaint Type:
Sales and Advertising Issues
Status:
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.
I purchased a bottle of Keto gummies from Trim Tummy for $39.99 but the add was misleading and it charged me for six bottles for a total cost of $239.99.I have contacted the company three times, requested to speak with a supervisor or manager and all three times the phone call was disconnected without my authorization. The call center refused to provide contact information for the agency, and refused to refund my money stating purchases made online are ALL SALES FINAL. Their website does not state all sales are final, and their advertisement led me to believe I was only purchasing one single bottle. I contacted my bank, and since the transaction had already occurred, they could not refund the money to me. I just want a refund of my money, and I do not want the product.
Customer response
04/26/2024
****************************************
also- you have my address wrong.
***************************
*************************
********, ** 98520
Business response
05/08/2024
Hello Joy,

We sincerely apologize for any inconvenience this may have caused you. However, we do not seem to have an account under the email you are emailing us from.

To help us better assist you with your inquiry, may you please provide the following information for us to look up the account:

- Name:
- Email:
- Phone number:
- Product name:
- Order ID:

Thank you
Customer response
05/12/2024
Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered.
[You must provide details of why you are not satisfied with this resolution. If you do not enter a reason for your rejection, your complaint will be closed as Answered.]

Response to the company:
Name- ***************************
Email- ****************
Item- Keto diet pills
Order # - NO ORDER NUMBER WAS EVER ASSIGNED TO ME ADDITIONALLY- A RECEIPT WAS NEVER SENT VIA EMAIL AS PROMISED
Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.

FAQ

Regards,
Joy

Business response
05/14/2024
Hello,
We highly apologize for the inconvenience this may have caused you. We cannot pull up an account under the information you provided. Thus, we cannot take a look at your order. Further, can you provide us with the order number, the alternate email address that you might have used in the purchase, and the last four digits of your card used? We'd appreciate your prompt response on this matter. Thank you for being so patient.
Initial Complaint
04/14/2024
Complaint Type:
Product Issues
Status:
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.
I am tying to cancel my "subscription" from my order on March 18th for ****** as the pills have not helped my mother.I do NOT want another set of bottles nor a charge on my acct.Please advise ASAP and cancel my subscription and/or refund my acct for the continued charge of ****** that will most likely happen on Thursday the 18th of April or possibly sooner.
Business response
04/15/2024
Hello,

We regret any inconvenience that the customer has experienced, and we assure you that we are doing everything possible to resolve their complaint. We take great care to ensure that important matters such as this are properly managed.
We understand that it might have been possible for you to overlook the terms and conditions. If you do not cancel your account within 30 days of the order date, your initial purchase automatically enrolls you in a monthly auto-ship program.
As a one-time courtesy, we have issued a 50% refund without requiring you to return the products. Please allow 5-10 business days depending on your bank's processing time for the credit to reflect back to your account.

Rest assured, the account is canceled and you won't receive any further charges.

Thank you
Customer response
04/17/2024
Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered.
[You must provide details of why you are not satisfied with this resolution. If you do not enter a reason for your rejection, your complaint will be closed as Answered.]

Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.

FAQ

Regards,
June
Twin Elements credited HALF of my refund. They just now credited my acct $99.35 and still owe me an additional $99.35 and therefore I am not satisfied with the results.

Business response
04/27/2024
Hello,

We regret any inconvenience that the customer has experienced, and we assure you that we are doing everything possible to resolve their complaint. We take great care to ensure that important matters such as this are properly managed.

Rest assured, the account is canceled and you won't receive any further charges.

Thank you

Customer response
04/29/2024
Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered.
[You must provide details of why you are not satisfied with this resolution. If you do not enter a reason for your rejection, your complaint will be closed as Answered.]

Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.

FAQ

Regards,
June
I was only refunded $99.35 on 4/16/24
Initial Complaint
03/31/2024
Complaint Type:
Customer Service Issues
Status:
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.
I WANT A FULL REFUND FOR the product that I am returning now and I do not want any new shipments
Business response
04/02/2024
Hello,
We deeply apologize for any inconvenience you may have encountered and want to assure you that we are actively working towards resolving your issue. We prioritize important matters like yours and strive to handle them appropriately.

We understand that it might have been possible for you to overlook the terms and conditions. If you do not cancel your account within 30 days of the order date, your initial purchase automatically enrolls you in a monthly auto-ship program. However, as a one-time courtesy, we have proceeded to issue a full refund of $149.91 today. You should expect to see the credited amount in your account within the next 5-10 business days.

Please rest assured that your account has been successfully canceled, and you will not incur any further charges or receive any additional shipments.

We greatly appreciate your patience throughout this process. If there is anything else we can assist you with, please do not hesitate to let us know.
Initial Complaint
02/27/2024
Complaint Type:
Billing Issues
Status:
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.
Do not want an ongoing subscription Please canceii the subscription immediately.
Business response
02/29/2024
Hello ***,

We do apologize for any inconvenience this may have caused you. If you have not cancelled your account has rolled into a monthly subscription as agreed to by the terms and conditions (you had to agree to the terms to be able to place the order). We did not receive a cancellation request from you in the allotted time, so we naturally assumed that you were satisfied with the product and charged you accordingly, as agreed to by the Terms and Conditions.

Rest assured, the account is canceled and you won't receive any further charges.

Thank you
Initial Complaint
02/07/2024
Complaint Type:
Delivery Issues
Status:
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.
I ordered a package of 5 containers of cbd 500 mg gummies/dots. I ordered it on January 7, **** for $198.70 from Twin Elements company. I did not give them authority to send any additional packages of cbd gummies. Then on February 7, ****. I received a bill on my credit card for another $198.70. I called at least 6 times today and they say they can't find my name in their system. I told them my order number, address, email and name. They still can't find my name in their system. But, they didn't have any problem charging my credit card another $198.70 on February 7th. After I called the first time of six calls. They said call back later once and the other 5 times just hung up on me. The order number was #DBE93A02EA. The company is Twin Elements. Address is P. O. Box 550, *************, **. *****. Phone number is ************. The only time I talked to them was the first call. I asked to talk to a supervisor and they hung up on me then. I want the second $198.70 taken off my credit card. Since I never ordered it. Also, I ordered the first package on January 7, ****. They sent it out on the 8th according to the receipt. I received it on the 11th. So they advertised a 30 day money back guarantee if not satisfied. Today is February 7th. I want my first purchase of $198.70 refunded because I am not satisfied with these gummies. I have been using it since February 11th (less than 30 days). I see zero benefit or help to my body, feelings or physical condition. Thank you. My phone number is ************. My name is *************************** if you wish to call.
Business response
02/08/2024
Hello,
We deeply apologize for any inconvenience you may have encountered and want to assure you that we are actively working towards resolving your issue. We prioritize important matters like yours and strive to handle them appropriately.

We understand that it might have been possible for you to overlook the terms and conditions. If you do not cancel your account within 30 days of the order date, your initial purchase automatically enrolls you in a monthly auto-ship program. However, as a one-time courtesy, we have proceeded to issue a full refund of $198.70 today. You should expect to see the credited amount in your account within the next **** business days.

Please rest assured that your account has been successfully canceled, and you will not incur any further charges or receive any additional shipments.

We greatly appreciate your patience throughout this process. If there is anything else we can assist you with, please do not hesitate to let us know.
Customer response
02/09/2024
Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered.
[You must provide details of why you are not satisfied with this resolution. If you do not enter a reason for your rejection, your complaint will be closed as Answered.]

Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.

FAQ

Regards,
******
Initial Complaint
02/06/2024
Complaint Type:
Service or Repair Issues
Status:
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.
I just want to cancel my subscription, but found no way to do so.
Business response
02/07/2024
Hello,
We sincerely apologize for the inconvenience that this situation has caused you. Regrettably, we are unable to find any records of your account within our system. To expedite the resolution of this matter, we kindly request you to provide us with essential details such as your account name, number, order ID, or any other relevant information. This will enable us to promptly address your concerns and provide a satisfactory solution. Thank you for your understanding and cooperation.
Initial Complaint
02/06/2024
Complaint Type:
Billing Issues
Status:
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.
What I recieved is not what I ordered,and now they are trying to charge me ***** again I called all you can do is leave a message that is not returned.
Business response
02/07/2024
Hello,
We regret any inconvenience that the customer has experienced, and we assure you that we are doing everything possible to resolve their complaint. We take great care to ensure that important matters such as this are properly managed.

As a one time courtesy, we went ahead and issued a full refund as the customer requested. Please allow **** business days depending on your bank's processing time for the credit to reflect back to your account.

Rest assured, the account is canceled and you won't receive any further charges.

Thank you
Initial Complaint
01/14/2024
Complaint Type:
Order Issues
Status:
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.
Im trying to cancel my subscription and I cant find any way to do it. I was charged an enormous amount of money for a monthly subscription that I didnt want. Please contact the company and cancel this for me. I dont know how to get ahold of them.
Business response
01/16/2024
Hello,

We regret any inconvenience that the customer has experienced, and we assure you that we are doing everything possible to resolve their complaint. We take great care to ensure that important matters such as this are properly managed.

Unfortunately, we are unable to locate an account for the consumer. Please provide the name/brand of the products and some information for us to be able to look up your account (name, address, phone number, email address the order is under).

Thank you.
Initial Complaint
01/11/2024
Complaint Type:
Service or Repair Issues
Status:
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.
1/4/2024 purchased cbd gummies. Was supposed to be under $40 for each bottle and free shipping. I purchased 3 . So expecting $120 plus tax. Over charged plus a receipt was not emailed nor an opportunity to review and approve charges. Total scam. Now they are not answering the phone and hanging up multiple times.
Business response
01/12/2024
Hello *****,
We do apologize for the confusion. We would be more than happy to clarify any misunderstanding with your order. You can get this discounted price of $39.74 if you will purchase a bundle, the more bottles more discounts you can get. The deal is $198.78 for 3 bottles so each bottle is $66.23. We are including 2 free bottles in that package so that brings the price down (divide $198.70 by 5) to $39.74 for each bottle.

We list this cheaper product price on our packages not to mislead, but to show the savings customers can have by purchasing the larger packages. We do provide the total price for each package right under the offers to avoid any confusion.
As a one time courtesy, we went ahead and issued a refund of 50% ($99.35) today. Please allow **** business days depending on your bank's processing time for the credit to reflect back to your account.

Rest assured, the account is canceled and you won't receive any further charges.

Thank you

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