ComplaintsforSupplement First

• Initial Complaint

  07/12/2023

  Complaint Type:

  Product Issues

  Status:

  Unresolved

  More info

  They sold me a product that was counterfeit, "Wise Woman Bittersweet Elixir". I've purchased it over the counter a few times, and it tasted completely different. I send an email to this company's customer service, and they ignored me.

  Business response

  07/12/2023

  Supplement First an authorized retailer for Wise Woman Herbals as well as many other high quality supplement brands.  We receive products directly from Wise Woman Herbals.  We do not sell or supply counterfeit products.  All the products we sell are authentic.  We did not receive any contact from this customer. 

  We have been in business since 2010 and have ****** positive reviews.  This is the result of quality products and good customer service.  We would not have achieved this high customer satisfaction rate by selling counterfeit products.
  

   

   

  Customer response

  07/13/2023

   
  I am rejecting this response because: I sent an email requesting a refund on March 8th to ***************************************** I believe the product tastes different than what I have purchased repeatedly over the counter. Regardless, you did not honor your return policy by ignoring my attempt to initiate a refund. I have reported you to the CA Attorney General, and may do so as well in your state, **. 
  
  

• Initial Complaint

  12/08/2021

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I purchased a supplement from Supplement First and thought that I could return the product if it didn't work. They indicated that they have 45 day return policy. I didn't notice that they also said the product has to be unopened. I had a bad reaction to the supplement and asked for my money back. The company said they couldn't accept returns as they can't guarantee the product will work. I didn't think it made sense to have a 45 day return policy on unopened products. No one would keep a product unopened for 45 days unless they were advised to not use something. I find this policy disappointing as other companies selling supplements offer return policies, no questions asked. Supplement First claims that supplements fall under a standard policy that no consumables can be returned- I disagree with this based on purchases from other vendors.

  Business response

  12/09/2021

  We are sorry that this customer is unhappy with her purchase.  We did communicate with this customer via multiple emails prior to the ******************** complaint.

  
  The customer purchased the dietary ********************** melatonin, which is a commonly sold natural compound in the body to help regulate sleep.  Unfortunately,the customer experienced unwanted side effects.  Just like prescription medication and even foods, it is possible for someone to experience an allergic reaction or side effects.  While the vast majority of people using supplements do not experience an unwanted reaction, every person's body reacts differently.  Therefore we cannot guarantee that everyone will have the same results.  We made no indications or promises that we are guaranteeing results.  A consumer would not expect to return a half bottle of medicine to the pharmacy or half eaten portion of fish to the grocery store because they had an allergic reaction.  The product that was sold to this consumer was not faulty or spoiled.  It was 100% as advertised.  It was the customer's body that had an abnormal reaction.  This was politely explained to the customer prior to the ******************** complaint.

  
  More importantly is our return policy clearly states that "products must be returned in same condition in which they were received". This is not buried in small text.  It is in normal sized font in the first paragraph of the return policy.  You can read the return policy via the link below.  The link to the return policy is available on every page of our website.  The customer stated she did read the return policy but did not notice this requirement.  We made the return requirements clear and cannot be held responsible if the customer did not read them carefully.

  
  https://supplementfirst.com/pages/return-policy

  
  The customer mentioned that she did not understand the 45 day return policy.  Lots of customers return unopened products during this time period as they decide not to use the product after reading the label.

   

   

   

   

  Customer response

  12/10/2021

   
  Complaint: 16337116
  
  I am rejecting this response because: other companies selling supplements offer returns. I understand their reasoning for denying the return, but don't agree with it.
  
  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. ↩