ComplaintsforLivingood Practice Management

• Initial Complaint

  09/03/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  On August 22, 2024 I purchased what I thought was a free book called The 21 Day Guide to Experience Real Health. Only had to pay for shipping, it turned out that it enrolled you into membership I didn't ask for or want. I went on the website. I think I cancelled membership, but it won't allow me to remove my credit card. I even tried to put a different card on file that had no money on it and their website attempts to charge the card. If it can't charge the card, it won't allow you to add it. I don't want any part of a membership. I didn't realize I was signing up for a membership. I want my credit card removed. I also paid $19.75 for a book called Make Nutrition Simple. I never received it. I reached out to customer service. After 8 hours I received a response saying it was a digital version and I can't cancel. I was under the impression it was an actual soft cover book like the 21 day challenge that gets mailed to you. The company is extremely misleading. They need to advise the public what they are actually purchasing. They also need to allow people to remove their credit card once they cancel the membership that they didn't realize they were signing up for. Please help me remove my credit card. I don't want any additional charges. I also feel it's unfair to be charged $19.75 when I thought I was buying an additional book. I still don't know what the $19.75 was for.

  Business response

  09/03/2024

  Hi we do see that there was some miscommunication here and we will be reaching out to the customer directly to assist further. 

  Customer response

  09/03/2024

   
  Complaint: 22224327
  
  I am rejecting this response because: I don't trust that they will reach out to me. I haven't been able to reach anyone so far. I would like confirmation that my credit card has been removed and that I will noy be charged anything further. 
  
  Sincerely,
  
  *********************

  Business response

  09/04/2024

  Hi we have reached out to the customer directly to assist and resolve the miscommunication and are in communication with them. 

  Customer response

  09/04/2024

   
  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.
  
  Sincerely,
  
  *********************

• Initial Complaint

  07/22/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  So the scam is a free book that you pay shipping for that auto enrolled you a monthly membership. To try to cancel it is an impossibility. States attorneys should look at this business. STAY AWAY!

  Business response

  07/23/2024

  We are so sorry to hear the dissatisfaction. A digital membership subscription can be selected and added on when a customer places their order. It can be managed at any time within the customer account. 
  
  We'd be glad to look into this further! We will need to hear back from the customer with more details such as via the BBB portal with additional information. We'll also reach out directly to help!

• Initial Complaint

  07/05/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I canceled this in May. There is no way to contact them. The emails go nowhere. They keep charging me. This is a scam for the highest kind.

  Business response

  07/05/2024

  We are sorry this customer felt like they couldn't get in touch! We do have the contact us link at the top of our site. Customers can also reply to any email received and it goes directly to our support team.
  
  We see this customer contacted us this morning. Although her digital membership subscription remained active, we've canceled that and refunded the digital membership payments. We'll also contact the customer directly to help get this resolved!

• Initial Complaint

  06/25/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  My mother bought Dr. *********** hormonal supplement. She had an allergic reaction, an awful itchy rash all over her torso that spread to her chest. She reached out asking for a refund and was met with them telling her she could only get a credit back. No refund. Even though she had a horrible reaction to their products. I reached out on her behalf and they said they would reach out through email and get things fixed. She was sent the same links as before. She eventually settle for the credit and my dad got something to try instead which they didn't want but didn't want to waste the money. They didn't even credit her the full amount of the supplement. Highway robbery. Be careful if you choose to purchase from this company.

  Business response

  06/26/2024

  We are so sorry to hear about this experience. We will need to learn more details, but we are happy to look into this further. Please reach out via the BBB portal with additional information. We are also reaching out through our support email to help!

• Initial Complaint

  03/25/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  We been trying to cancel are order its started in nov . We had to have are bank cancel it , pay 36 to stop payment. It only lasted for 30 days . We they took out 29. The beginning of march . I been asking for it to be refunded . They keep saying they are working on it . They have not done anything . I would like are money back along with the stop payment fee. They dont listen

  Business response

  03/25/2024

  We can confirm that under the email address provided, we only see past charges for our book, the digital Lifestyle membership, and an inactive membership. We're following up with the customer via email to clear this up!

• Initial Complaint

  03/25/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I only ordered the book for a dollar and you have gone in my account twice more and taken out more money I did not authorize one for 799and one for ***** please return my money and cancel anything you think I ordered

  Business response

  03/25/2024

  Ordered a physical item and added on a digital membership subscription but we can definitely get this resolved!  Reaching out to the customer directly to help!

• Initial Complaint

  12/04/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  On November 6th, 2023 I placed an order through Dr ******************** for a book he/they was having a big promotion on. Tracking showed I would received the book on 11/13. On 11/17 when I still had not received the book and the tracking still showed "on the way" I emailed the company to check on it, as they do not have a number for customer service. I got a response on 11/18 saying "Your order is on the way, not much longer now" The tracking number ************************** showed, and still does to this day (12/4) mind you, that my estimated delivery is 11/13 and that it's on the way. No new scans since 11/10. On 11/22, with no movement on tracking, I email again. Their reply is "They can't do anything until it's been 16 days since the last movement on tracking (which is a lie) and they tell me they can help after 11/26. They are scammers. They have never responded again. I have emailed on 12/2, 12/3, and today 12/4. It wasn't a lot of money $8.51, but it's the principal of the thing and others need to be warned of this scam company. I have saved all communication and hope this company gets shut down. What a world.

  Business response

  12/05/2023

  This customer ordered a book from us that he did not receive in a timely manner.  He reached out seven days after the last update on the tracking information to inquire about it, and our policy is to wait 16 days from the last update on the tracking information before an order is considered lost.  As we state in our order confirmation emails and elsewhere on our website, the delivery times for orders are outside of our control. Once we ship the order, we cannot control the time it takes for *** or **** to deliver the order.  

  After the customer was told about our 16 day policy, he was upset that we did not follow up with him after 16 days had passed.  We cannot keep track of every order or tracking number and rely on customers to let us know if there order does not arrive, since they often do arrive, even after several days of no updates on the tracking.  Now that we are aware that his book did not arrive, we are prepared to reship the book or issue a refund if he would prefer. He has been informed of this.

• Initial Complaint

  10/12/2023

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I ordered living good daily apple cider vinegar capsuls from livinggooddaily.com for $85.33 on 9/6/2023. The item was shipped but befor it reached my residence *** returned it to sender due to a damaged package. I contacted living good daily and they told me if they received the package back they would send a new one. That was a month ago and I have still not received what I paid for.

  Business response

  10/13/2023

  The customer's order was marked as damaged by *** and returned to sender.  When the customer reached out about this, our agent incorrectly let her know that we would not be able to refund or reship if the order made it back to our fulfillment center.  The customer did not reach out again to follow up or ask other questions, so it was not escalated to a supervisor or anyone else who could help.  We will go ahead and reship the order.

  Customer response

  10/16/2023

   
  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.           However, the information given by the living good representative was incorrect.  I have an email from living good daily telling me I would be refunded if they received the package back. It was stated as if there was no other action that could be taken on my part. That's why I just waited to hear back from them and never did. 

  I do appreciate them making it right. I have no hard feelings in this matter and will continue to enjoy the information, books and products from Dr. Livingood. 
  
  Sincerely,
  
  *****************************

• Initial Complaint

  07/31/2023

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I ordered a box of Livingood Bars and they arrived packaged damaged and opened cellophane totally off the package and box completely opened. Contacted Livingood customer service and was told the package was ok the bars are wrapped so they are ok to consume. Well with precautions today about receiving packages open who knows if it was not tampered with. I was not willing to consume them and requested they be returned and an intact box of bars be sent. Response was this is a final sale so I have no recourse but to take a chance consuming items that who knows what may or may have not been done I am not willing to risk my health on the word of a retail business. I have contacted my source of payment **** to dispute the charge and go on record with them about the transaction and telling the BBB of my unacceptable experience with this particular item from Livinggood. My issue other than receiving a new product in exchange for the damaged product is if we are not satisfied with a Livingood product if is is has been OPENED it cannot not be returned but hey can send an OPENED product this is unacceptable. I request to return the damaged box and receive a new box. This is in reference to order # DLG-******* Thank you very much.

  Business response

  08/01/2023

  As was shown in the email correspondence attached to this complaint, we did explain to ****************** that some of our boxes of Bars do not come wrapped.  That is not a defect or an oversight, that is simply how some our Bars are packaged.  The item she received was on final sale and not eligible for a refund or exchange. While it is possible we could have made an exception and issued store credit, ****************** said she has already filed a dispute with her bank/credit card.  Because of that, we are not able to take any further action.

  Customer response

  08/01/2023

   
  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. I accept this response but want to go on record that the business practice

  of this company of sending UNSEALED  food items is not good. Fortunately my credit card company reimbursed me for the amount paid because of my dissatisfaction. I regret having ordered these bars and feel sorry for anyone having to deal

  with this company concerning unacceptable merchandise.  If you order from this company use Amazon your recourse will be better when they send merchandise that is unacceptable. Thank you BBB for our prompt response to my complaint.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  06/05/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I used their subscribe and save to purchase the supplements monthly I added some supplements on this month and they doubled my order on part of them which cost me an extra $200 approximately I went to my account and searched my old orders and I found out with the attachments I sent you they charged me different amount of taxes several different times they charged me county tax and a city tax I don't live in the county they charge me tax for I don't live in the town they charge me tax for the amount of the taxes for each one had changed I went back to several orders they would round things up by two or three pennies instead of just up to the next ***** amount I'm pretty sure they're pocket in that tax. They make it almost impossible to get a hold of them you can't talk to him on the phone they stated in their email they work 7 days a week 8 to 5:00 Eastern standard Time but yet when they put the double order through they done it in the middle of the night this was June 2nd and June 3rd they made it impossible to get a hold of them to cancel the order because as soon as I found it they sent it through and I couldn't cancel it I'm pretty sure they make it so you can't talk to them so they don't have to pay you back they have a good product their vitamins are tested by third party but yet they want to still from individuals and if they're taking pennies for me on taxes and adding things they're doing it to others I wouldn't have never checked the taxes if they had to double my order and I never noticed they raised the county tax from 2% to 2.5% overnight the town tax was just added in the last couple orders. I'm just real tired of people making money off of my pennies I'm on disability they know they're not supposed to put the order through before the 3rd of the month they're all gung ho about helping but yet when I looked at my past orders and found all the mistakes I was in shock. I will gladly give you any of my bank records my order account records anything you need

  Business response

  06/06/2023

  The customer had a supplement subscription (recurring order) set up with us, which processed as it should every 30 days.  Subscription orders are automated and do process in between 1am-2am EST, which is what the customer saw on their account June 3rd. The customer placed an additional order through our store on June 2nd, the day before her subscription ran, which is why part of her order was duplicated.  Customers do have the ability to make changes to their subscriptions at any time before their order ships.  The customer has been informed of our refund policy, and is able to return anything she does not wish to keep from either order. 

  As for the tax issue, if a customer uses their ******* zip code instead of the 5-digit zip code, that helps drill down the specific taxes that should be charged for their address.  The customer filed this complaint before that could be explained, and the additional tax has now been refunded based on the use of the 9-digit zip code.  

  Customer response

  06/06/2023

   
  Complaint: 20138847
  
  I am rejecting this response because: one they did not address why they added shipping charge to $190 order they did not address why they sent these orders to me for 5 months and all of a sudden they're changing the taxes adding Caldwell county tax and raising Caldwell county tax and adding a town tax they didn't have any problems before all the sudden they've added this and changed this I do not live in Caldwell county I do not live in town they did not request a nine digit zip code it was fine from the beginning when they were getting my money when I placed this order on the 2nd I put went in and done merge two orders together and the computer accepted that they accepted it and added it on to the order on the 3rd again hence the double order it didn't double everything on the 2nd and it didn't send me everything on the 2nd that I ordered that day it merged part of it and part of it didn't merge how am I to know if their computer doesn't work if you're not allowed to get into it and see it not allowed to communicate with anybody I tried over and over again to get a hold of them and I never have been able to talk to a real person this I do resent I don't care about the product I'm done with them I don't even care about my money back but I am going to give the tax information to the ************** of Taxes to have that pursuit because I do not believe it is right for any one company to steal from anybody else whether it be through taxes or anything else this is a big company they have a fantastic product and there is no reason for them not to back it better and do a better job of delivering sales isn't everything you got to make sure the customer gets what they want. 
  
  Sincerely,
  
  ***************************

  Business response

  06/07/2023

  The customer did not mention the shipping fee in her original complaint.  She was charged the shipping fee in error, and that has been since been refunded. She also did receive replies from our staff within our promised time frame (72 hours), and has been communicating with ** via email since then.  The tax issue, as well as the other complaints, were explained via email and in our previous response.  
  

  Customer response

  06/07/2023

   
  Complaint: 20138847
  
  I am rejecting this response becau they are not telling the truth I did put the shipping over charge from the very beginning I put it in several emails from them I tried to email them when all of this started they give me no response until you come aboard they're acting like they've done everything perfect and they have it a sincere apology instead of giving me the **** of the 666 refund on taxes I don't want to refund my taxes I want him to pay the right text and the 666 does not charge does not cover the different amount of taxes they have charged me from the very beginning anywhere from 4.2 25 to-***** and how can they say it was an honest mistake from the very first time they added the Caldwell county tax it was 2%, it was 2%. The very next day it was 2.5% plus they added a town tax that day I went back to them taxes since day one I've been ordering from them and the numbers are all over the board that's not a mistake in the office or a mistake because I didn't use a nine digit zip code or whatever that's the mistake because they're not even trying to make things right. I know you're not accredited to the BBB but I've read all the complaint letters they've received and I've read their answers and I know for a fact that they can't shovel that and come out smelling like a rose every time like they do they're doing the same thing over and over and there's only been what three four complaints on them and I guarantee you if you talk to the people they haven't fixed to one of them what they're doing with the taxes I know is illegal and I do not like people using me to break the law I am ********-abiding the citizen I will be talking to tax representatives in the state of ******** to see what I can pursue if they would just sincere when they do something and if they would talk to a real person on the phone maybe you can work out something they're going back and forth with ***** just never solves anything it just leaves people misunderstanding each other more. In my book until they communicate in real life they are not trying to resolve anything and I do not appreciate them refunding **** back on taxes I guarantee you that's not right with the orders I've sent and the sad thing is I would have never looked at him if they hadn't if they had to just merge my orders right instead of trying to make that extra 200 bucks off me they would have got away with it well now I've caught him and I'm not done I may sound unreasonable and I'm sorry but I can see by their pattern and what they sent to the BBB in other instances they're not trying to resolve the status they're trying to cover up what they do I don't understand why such a company was such a good product and if this is how his doing treat you then that makes *********************** a liar and I don't need this stress in my life from him he's supposed to be trying to help people not stress them out and I did not believe that is his real intention I do believe that he's getting used but I'll never know that because I'll never get to talk to a real person go back to Riverdale make sure you pay your taxes make sure you give me my money back and trust me I have been checking into the tax laws and I know what I got I'm done with you and I still haven't got the two orders are you going to do me like you've done to other people that kind of contacted the BBB are you just not sending them out and going to tell him they got lost in the mail or something and it's my fault because I've read that too
  Sincerely,
  
  ***************************

*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. ↩