Complaints

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

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  Direct Digital, LLC

  615 S College St STE 1300 Charlotte, NC 28202-3354

  
• 

  Peptiva

  2440 S 3600 W Ste 1 Salt Lake City, UT 84119

  
• 

  Instaflex

  2440 S 3600 W Ste 1 Salt Lake City, UT 84119

  
• 

  Nugenix

  2440 S 3600 W Ste 1 Salt Lake City, UT 84119

  

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:08/14/2025

  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 placed an order with Nugenix September 5th, 2023. I tried the product but did not like it because it made me sick to my stomach. I don't believe I asked for my money back although I should have. I subsequently stopped all future shipments. Instead of allowing me to go my own way in peace, Nugenix has relentlessly bombarded me with junkmail. It is so excessive, the word "relentless" is an understatement. I have sent notes in the mail and called them on the phone, asking them to stop. The last person I spoke with even claimed she deleted my contact information out of their system. Somehow, the mailings keep coming. This business practice of theirs is harassment and needs to stop.

  Business Response

  Date: 08/21/2025

  I do apologize for any confusion as it can take time for opt-outs to completely cycle through the system.  We have double checked all of our systems and ensured that you have been unsubscribed and removed from all of our mailing lists.  Please allow up to 1one month for any physical mailings to cease completely to account for any that are still in process.  We thank you for your information and hope that a full opt-out from future mailings is a satisfactory resolution to your issue.  

  Customer Answer

  Date: 08/22/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to my complaint, and find that this resolution is satisfactory to me.
  
  Thank you. 
  

• Initial Complaint

  Date:08/10/2025

  Type:Billing 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.

  The entrapment strategy. The false advertising that the order is free. Ok, pay for S&R but to be forced into a subscription that they will automatically charge you credit card is outrageous. And should be illegal for deceptive marketing.

  Business Response

  Date: 08/13/2025

  The trial order was voided and the order did not ship. Therefore there is no charges to dispute here. Mr ******** has been sent the receipt of the void and the cancellation. We trust that there is no further action required.

• Initial Complaint

  Date:08/06/2025

  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.

  On January 13th 2025 I received a 10-day free trial of Instaflex capsules and cream charged through my ****** via my checking account which is a **** protected account. The website for this product did not tell me that I was becoming involved in a recurring transaction. I then received the charge for $76.49 on January 15th and a full order of the products that I had received on the trial without my authorization. I returned the package but the company lost the return package. I have attached a photocopy of the return package. Further, I contacted my bank and they reversed the charges for me however Instaflex fought this saying they had not received the package that I sent back. Any recurring transactions with this company have been canceled but I was duped here and $76.49 were stolen from me by this company. I have tried to reverse this transaction three times with my bank. I would like to file a complaint here and I would like my $76.49 returned because of the deceptive practices of this company.

  Business Response

  Date: 08/13/2025

  Our records do indicate that we received the return however at the time the order had a chargeback filed against it which didn't allow us to process the refund. Unfortunately, we are no longer able to refund the order to ******. We've reached out to the customer to confirm their address so that we can process a check refund. 

  Customer Answer

  Date: 08/15/2025

   
  I am rejecting this response because:

  I'm writing regarding this complaint the response from Instaflex dba Direct Digital Marketing.  The response stated in their reply is untrue they never made any attempt to contact me regarding a refund. Can you please facilitate this by having them send me a check as they claim they would. 

   

  My address is **************************************************************************************************  The amount owed is $76.49. 

   

  Thank you for your assistance.

   

   

  
  

  Business Response

  Date: 08/19/2025

  Thank you for confirming your address.  I have requested a check refund for you. Please allow 15 business days for it to arrive to your house

  Customer Answer

  Date: 08/22/2025

   
  I am rejecting this response because:

  This is ***** *******. I reject the response here my intent is to wait to see what happens after 15 days and I will re-contact you at the number provided.

   

  
  

• Initial Complaint

  Date:08/06/2025

  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 got a sample from the company to try. Paid for the shipping. Never setup any login information on their website. Never noticed anything about be subscribed automatically! Was charged $75.98 without any notification at all. When dealing with reputable businesses they will sent you a reminder email because they are not trying to s**** you over! Now i have to wait for the product to be delivered then return to get my refund which probably means I will have to pay for shipping! I do not have much money right now and that literally emptied my bank account and do not have the money to pay another shipping fee! This company is doing deceptive s*** and should be put out of business!

  Business Response

  Date: 08/13/2025

  
  
  On 7/16/25 Mr ***** signed up for a trial of Total T.   Customers who do not cancel before the end of the trial period are shipped and billed for a recurring monthly supply. Customers may cancel any time during or after their trial period with no further obligation to buy. We disclose all aspects of the trial program on the checkout page immediately next to the checkout button and require all customers to check a box stating they have read and agree to the terms and conditions before they can complete their order. We also include a copy of the terms in an email receipt sent immediately after purchase.  I've resent the customer the sales receipt email that outlined the terms.  Also, if the order remains in the shipping bag unopened, they can simply mark the order as "return to sender" Once the tracking indicates "returned to sender" they can email us to expedite the refund.  We trust an offer of a full refund is a satisfactory resolution.
  
  

  Customer Answer

  Date: 08/13/2025

   
  I am rejecting this response because:
  I never agreed to anything. You set me up so that if i didn't check a box that i never saw i was signed up for a subscription! Never was notified that I was signed up for the subscription. I was never notified that a subscription was on the way! Any self respecting company would have sent me a notice that i had signed up for the subscription! I never even for a second had a login to your site. How would I have known any of this!!!!!!!!!!!!!
  And now it's going to cost me shipping. you say i can just return to sender! How am i going to return to sender without opening it up to put in the rma info. Which means I paid $9 for shipping! This is complete ******** and should never have happened at all if you would have contacted me ONE time during the trial period to see if it was working for me you would have known it was not working for me and would not be subscribing! 
  This goes against Deceptive Trade Practices Act and you know it!!!!!!!!!!!!!!!
  
  
  

  Business Response

  Date: 08/15/2025

  Our records indicate that you were sent a sales receipt for the order in question on 8/4 that outlines all of the terms of the offer. I have resent a copy of this to the email on file. At the time of cancellation, this order was in route to you and an RMA number for the return was issued. I have reviewed the receipt indicating proof of return. As a result, you have been issued a full refund. Please allow 3-5 business days for the refund to reflect in your account

  Customer Answer

  Date: 08/15/2025

   
  I am rejecting this response because:
  I received a receipt after the fact. You keep trying to put this all on me when you are a "business" that is suppose to supplying a "free" sample that cost me $9! Once again you set me up for a subscription that i was never aware (never had a login to your site or app) of didn't even get to the end of my trail before you EMPTIED my bank account!!!!!!!!! Blatantly deceptive business practices! I want my $9 back too!

  Business Response

  Date: 08/19/2025

  I can confirm that we processed a refund for you in the amount of $75.98 on 8/15.  I do apologize as per our terms we do not refund return shipping fees.

  Customer Answer

  Date: 08/20/2025

   
  Better Business Bureau:
  
  This really not fair i had to pay $9 in shipping to get my money back in any other situation this would be BLACKMAIL!!!!!!!!!!!!! You may say I'm satisfied but I AM NOT!!!!!!!!!!!!!!!!!!!!!!!

• Initial Complaint

  Date:07/31/2025

  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.

  Instaflex website and TV adds promote a sample of their product for $5.99. They also advise that in 14 days they will charge the credit card, used for its purchase, for $29.99 for the monthly supply, but we can cancel subscription anytime. I placed an order for the $5.99 sample on July 3, 2025, and got the confirmation email with a clear picture of the sample package and price. Upon getting the confirmation, I called customer service and cancelled any future shipments and subscriptions. I also followed up by email on 7/6/2025, requesting removal of my card information from their systems and reinstating that I did not give them an authorization to charge my card for anything else but the $5.99 sample. The order arrived on 7/12/25. In addition to the sample, they put some irrelevant junk in the package, like a bottle of multivitamins, which I did not order, nor even saw on their site.When I checked my credit card, I saw the second charge of $29.99 placed the same day as $5.99 charge. I emailed customer service and ****** send me return authorization number and advised me to print it, ship it back to them from the post office at my own cost. I am 91 years old, I do not have a printer, I do not leave the house, and I don't need to pay for return of stuff, which was forced on me. I gave no authorization to this company to use my credit card for anything else but the sample. I did not order anything else from them. I emailed ****** on 7/24/25, to issue a full refund of the unauthorized charge, but got no reply. I called on 7/31/25, but customer representative ****** refused to transfer my call to the supervisor and simply hung up. I want to get the full refund for the entire purchase, explanation WHY they illegally charged my card and an apology from a supervisor for the misconduct of this business. I want their promise that this unethical behavior will not be repeated by this business to other unsuspecting buyers.

  Business Response

  Date: 08/07/2025

  Thank you for reaching out. Our records do indicate that the account was cancelled as stated on 7/6. The order for the Multivitamin was selected by the customer and added to the order.
  
  I do see the *** was assigned on 7/15 to return this for a refund. We do have a 30-day Money-back guarantee. As a courtesy, we will extend this return policy into September and give you until 9/15 to return it for a full refund. You do not need to print this *** out. You may simply write it on the outside of the return packaging
  

• Initial Complaint

  Date:07/31/2025

  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 do not know how Instaflex got me as a customer, But I can not get rid of them.

  Business Response

  Date: 08/07/2025

  Please feel free to call customer service anytime -- our contact information is included in every receipt email and available on our website.  We have double checked your account and it has been cancelled.
  
  
  

• Initial Complaint

  Date:07/12/2025

  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 purchased a trial pack of instaflex, I called and canceled the subscription a week into the sample because my knees were worse. The gentleman when I called said that sometimes it takes a month to see results and to continue taking it. He said that he would send another pack for free to try it for the month. I told him no and to cancel the subscription. I was just billed for another month of product and I was charged an overdraft fee of $30. When I called Instaflex they stated that I didnt cancel the subscription and that when I received the package I will have to pay to ship it back to them to get a refund.

  Business Response

  Date: 07/23/2025

  We apologize for any confusion.  In reviewing your call into our call center on 6/2, the agent offered to move your next shipment date out until after the customer spoke to the doctor. It was explained at the time of the call that they would not be billed until after the 30-day extension.  The agent did re-iterate to the customer that they had to call us before the end of the 30-day extension in order to avoid being charged.  This was agreed to by the customer at the time of the call. 
  
   The order is currently still in route.  I have sent you the tracking link. Once it arrives, please do not open the white shipping envelope and simply mark this "returned to sender"  If you "return to sender" you do not have to pay to return it and if you respond to the tracking email once it says "return to sender" we would be happy to expedite the refund for you.  Again, we apologize for any confusion or issues this may have caused.  

• Initial Complaint

  Date:07/09/2025

  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.

  This company makes it VERY easy to sign up for their services but VERY hard to cancel services. I've called, they don't answer. I've emailed, they don't respond. I now have to cancel my bank card if this doesn't work. They don't make opting out of their services an easy option. They are all about getting customers, however they refuse to let them go. It's ridiculous.

  Business Response

  Date: 07/16/2025

  We are sorry you have had issues with cancelling your Peptiva subscription.  Customer's have the ability to cancel by email at ******************************************** or by calling us at **************.  Our records do not indicate that there was a request to cancel.  I have cancelled the subscription for you. No further billing will occur.  I've also issued you return instructions for the last order which is within our 30 day MBG.   I do show the order is still in route. I've sent you a link to the tracking. Once it arrives, I recommend not opening the white shipping envelope and marking it return to sender.  Once it states "return to sender" on the tracking, you may reach back out and we would be happy to expedite the refund for you. 
  
  You'll find this information in your inbox. Please be sure to also check your spam folder.  

• Initial Complaint

  Date:06/19/2025

  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.

  Transaction Date: 4/26/2025: Signed up for the free sample. The sample took a while to arrive. Then in the small terms they decided to sign me up for their program even though I didn't ask to be enrolled and charged me $75. I called them for a refund to no avail telling me that they had sent me the item which was never received, and again, I had not asked to be sent the item or enrolled in their program. There are various websites with customer complaints against this company, for example ********* and others. A total scam sending you a free sample but automatically enrolling you in a program and charging you.

  Business Response

  Date: 06/23/2025

  On 4/6/25,  Mr. ********* signed up for a trial of Nugenix Total T.   Customers who do not cancel before the end of the trial period are shipped and billed for a recurring monthly supply. Customers may cancel any time during or after their trial period with no further obligation to buy. We disclose all aspects of the trial program on the checkout page immediately next to the checkout button and require all customers to check a box stating they have read and agree to the terms and conditions before they can complete their order. We also include a copy of the terms in an email receipt sent immediately after purchase.   On 4/26/25,  Mr *********** recurring monthly subscription was cancelled indefinitely.  Additionally, Mr. ********* was e-mailed an RMA # and return instructions for the recurring monthly supply on 5/6/25.   Once the package is received at our warehouse, we will process a refund. Mr. ********* can expedite the refund process by providing return tracking information to our customer service team.  We trust that the offer of a full refund provides a satisfactory resolution to the issue. Mr. ********* can call or email customer service any time with additional questions.

  Customer Answer

  Date: 06/23/2025

   
  I am rejecting this response because: the reason I am making this complain is that I did not ask for the item to be sent, this was just supposed to be a trial and didn't say anything about cancelling which I did right away when I saw a charge on my credit card.  Never received a bill statement.  And the item you say you sent, was never received.  I called your customer service department and was sent a tracking information with no address and a photo that is not readable.  What address was the product sent, never received.  And I am not the only one with the same complaint.  If you look at customer complaints, you will see the same pattern.  The company needs to refund the amount of $75.  And the company needs to stop automatically enrolling people without their consent.
  
  

  Business Response

  Date: 06/26/2025

  Good Afternoon, The attached image is of the actual checkout page where your trial was purchased. All material terms of the trial are disclosed with a required box to check prior to agreeing to the trial offer. The product was shipped to the same address as the trial order where it was tracked delivered on May 2, 2025. You have received another copy of your initial sales receipt outlining the terms as well as the address we shipped all orders to We have extended your return window an extra 30 days so that if you are able to locate the product, you are able to return it for a full refund including shipping and processing. I have resent the return instructions again to you as well via email

  Customer Answer

  Date: 06/26/2025

   
  I am rejecting this response because: again, who reads the fine print.  I only agree to a trial not autoship.  How ironic that I just received an email telling me you will "forget the autoship Forget the commitment
  Order your Nugenix now and well take up to 40% off and even pay for your shipping on qualifying orders."  

  You state you sent the item tracked.  Request the track information, who delivered, photos of delivery be provided, since again, I can't return the item if I did not receive the item.  You keep asking me to return the item, but the item was never received.

  
  

  Business Response

  Date: 07/03/2025

  The product was shipped to the same address as the trial order where it was tracked delivered on May 2, 2025.  You were previously sent the sales receipt which indicates the address the order was shipped to.    If you believe your product was stolen you will need to follow up with the carrier and file a complaint.   You can reach out to them at *********************************************;   We hope that you are able to resolve the issue.

  Customer Answer

  Date: 07/03/2025

   
  I am rejecting this response because:  Keep stating that the product was shipped to the same address but can't provide a tracking mechanism.  What is the tracking number, did someone sign for the product, are there any photos of the product being delivered.  How do I know it was delivered?

  Secondly, why does it have to be me to have to file a complaint with the carrier since again, I did not order this product.  ************ needs to automatically stop sending products that consumers have not ordered.  Again, this is on you, not on me, so a refund needs to be processed.  And I don't want to continue this back and forth.  A complaint will be left with the Better Business Bureau and other platforms so that folks don't get caught in this free trial scam.
  

  
  

  Business Response

  Date: 07/08/2025

  Good Morning - 

  We have provided all the information regarding this matter in our initial response. This forum doesn't allow the company to post a tracking number, but it has been provided to the customer via email. Please feel free to follow-up via email directly at ********************************************************.    We wish the customer all the best.

   

• Initial Complaint

  Date:06/12/2025

  Type:Sales and Advertising 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.

  Hi, In May I saw a commercial to receive a free sample of Peptiva probiotics. I texted the ******* I had to pay at the time was a $5.99 shipping & handling fee which was fine. Now on 6/11/25 I was charged $66.46 with no warning email or text. I contacted them by email(I enclosed a screenshot) & asked for a refund, to please close my acct & that I did not sign up for anymore products. They emailed saying that I need to return the order they just delivered- which I did not get. I only received the 14 day sample supply which is gone. The $66.46 cleared my bank account before I could stop it. Peptiva didnt answer my email asking for an order # & tracking # for this supposed delivery they say I got. I want a refund of the $66.46 this is fraud!

  Business Response

  Date: 06/23/2025

  On May 18, 2025, Ms. ***** signed up for a trial of Peptiva Probiotic plus Sleep Support. Customers who do not cancel before the end of the trial period are shipped and billed for a recurring monthly supply. Customers may cancel any time during or after their trial period with no further obligation to buy. We disclose all aspects of the trial program on the checkout page immediately next to the checkout button and require all customers to check a box stating they have read and agree to the terms and conditions before they can complete their order. We also include a copy of the terms in an email receipt sent immediately after purchase.  Please note that our customer service contact information is included in every receipt e-mail and is available throughout our website and on our product packaging. On June 10, 2025, Ms. ******* recurring monthly subscription was cancelled indefinitely. Additionally, Ms. ***** has been e-mailed an RMA # and return instructions. Once the package is received at our warehouse, we will process a refund. Ms. ***** can expedite the refund process by providing return tracking information to our customer service team. Alternatively, Ms. ***** may refuse delivery by writing REFUSED or RETURN TO SENDER on the unopened package (not the shipping label) and then contact our customer service team for an expedited refund. We trust that the offer of a refund provides a satisfactory resolution to the issue. Ms. ***** can call or email customer service any time with additional questions.