ComplaintsforTouchstone Essentials

• Initial Complaint

  07/15/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased once and they sent my order. I did NOT set up for it to be sent monthly, I just wanted to see if it worked first. It did NOT! It's probably just water in a bottle?? they just charged me again for a second bottle i didn't order. It should be here today per my email. I tried to call and didn't get through, hopefully I can and they will give me a refund. I will update what happens. $95 for something that dont work. Don't buy this?????

  

  Business response

  07/15/2024

  On June 8th, ****** used a promotion to receive her first order of our Zeolite Detox Pack with a $50 discount. This promotion requires that the autoship subscription option be selected in order to receive that $50 discount on the first order, and those details are explained on the promotion page before the order is placed. Using the promotion, the first bottle would have a subtotal of $39, followed by a charge of $89 for subsequent monthly orders (if they decide to keep the subscription, which can be canceled anytime). We sent an email to ****** on June 9th regarding the creation of the autoship order, including the pricing details of her July autoship order. ****** was charged on July 11th for the autoship order, which was delivered to her on July 13th.Our business hours are posted on our website, and our ****************** is closed on weekends. Therefore, if ****** attempted to call us during the weekend, she would not have been successful, but we aim to respond to support requests within 48 business hours. We have checked for any other forms of communication from ****** and found no history.We received a dispute notice from ******'s credit card company on July 15th. In the case of a dispute, a refund cannot be issued until the dispute has been finalized. A dispute can take 8 to 10 weeks to be resolved. We will send an email to ****** to provide the process for receiving a refund during an ongoing dispute.When using zeolite for the first time, detoxing the initial heavy metal load can take some time. Some folks notice a difference right away, for some, it takes a few weeks, while others never notice a difference (although, some folks notice a difference after they stop taking the product...and realize it was working for them and start taking it again). Not noticing a difference right away or at all doesn't mean the zeolite isn't working; everyone is different and feels different effects from a detox.
  

  Customer response

  07/15/2024

   
  Complaint: 21984882
  
  I am rejecting this response because:
  It's a bunch of c*** I didn't receive an email. Yall just try all of this slick stuff to try to get away with overcharging for water claiming it will change people's lives and rid parasites etc. Knowing peole worry about that stuff. It's a load of BS. Yall are trying to get rich off of good people worrying about theirselves and their loved ones. Judgement day will come??
  Sincerely,
  
  ***********;

• Initial Complaint

  02/28/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Ordered from touchstone essentials early January for the first time. Paid well over $40 dollars for my order in which I did not receive. My wife has order from this company in the past and had issues with them also. I was ordering for my mom for her birthday since my wife said its a great product. Long story short I never received my order. Im not sure if it was our delivery guy but we always had issues getting deliveries from here. I contacted them via email and they took weeks to get back to me. They jerked me around and still have been jerking me around. I have called a totally of 4 times to speak with a supervisor being on hold each time for over ************************************************************************************ Never did. I finally sent ANOTHER email to get a response and kept getting the run around from ****** their team leader. She had nothing nice to say to me. She kept bringing up my wife. That you guys always have issues with your orders. That they will not be refunding me or sending a new one out. I find this to be unprofessional. This company is ridiculous. They deserve a **** against them for this.

  

  Business response

  03/01/2024

  The account information provided to the BBB on this complaint bears the email address associated with the account for ****************. The address provided does not match any address in our system and the account bearing the name of ************************* has never been ordered from.  The phone number also does not match with any account in our system.  
  
  **************** placed their first order on March 16, 2023. This order was marked as delivered by ***** On March 24th we received a call from ******* stating that the order did not arrive. They confirmed the address and we issued a replacement order at that time to the same address.  
  This account had an auto-ship subscription and was shipped another shipment on May 3rd and again on July 9th.  On July 21st, we received a call that the order had been shipped to an old address (we had not been instructed to ship to a new address and there was not a new address on file on the account) but we issued a replacement order at that time and changed the address on the account.  
  
  An auto-ship order went out again to the corrected address on August 21st.  On August 24th we received a call from ******* that they no longer wanted to receive orders and wanted to return the ***********-ship order. We provided instructions to send the order back to us for a refund.  
  
  On August 25th, we received a call from ******* again as they were upset with our service and while we could not find fault on our end, we agreed to the courtesy of refunding the August order. The customer did not send this order back to us. 
  
  At this point, this customer was shipped two complimentary orders.  
  
  On May 12, 2023, ************************* created an account but did not place any orders.  There is no physical address associated with this account since no orders were placed.  
  
  On November 26, 2023, a new account was opened under the name of **************** with the same address as the first account. An order was placed using a promotional offer for new clients only, and this order was allowed to ship. 
  
  On December 26, 2023, we received a call from *******, who stated they had contacted us five times but we could only find one email, and the email was about the November 26th order not arriving.  They wanted a refund for this order. We asked the customer via email response to please check with neighbors to file a claim with **** for a lost package and we would be able to refund once the claim had been filed. There was an auto-ship order that had been processed that same day, this order was voided and not shipped. 
  
  On December 29, 2023, we received another call from ******* and we explained again that since two replacement orders had already been sent from the other account to the same address, we would need them to file a claim with **** before we could issue a refund or replacement order.  ******* at this point was irate and threatened a dispute and a complaint to the BBB.  We assured ******* that we could only replace or refund again once a claim had been filed, since they had now reported multiple times that they did not receive packages that were marked Delivered by *****
  
  On January 10th, ***** sent an email asking a supervisor to call him, but he did not provide a contact phone number. Our Team Lead, ******, responded twice to his email asking for a contact phone number and she did not receive a response.
  
  On February 28th, 2024, we received a call from ******* who wanted to speak to a supervisor. We returned this call the same day and ******* was presented then with a comprehensive history of her accounts, the details of which ******* seemed confused about. ******* made a few comments that seemed contradictory.  
  
  The one promotional offer rule was discussed at this time and ******* stated the new order was for someone not living at their address, ******* mother. While this would not ordinarily be an exception we would make or allow, we did agree to send a replacement order to the mother's address, but not to an address associated with the other accounts, due to the multiple claims of undelivered packages to those addresses by ***** and ******* that were confirmed as delivered by ***** ******* agreed to have her husband email us that address so that we could issue the replacement order. ***** reached out to us with a response to that after this BBB complaint was filed by him, and we are currently communicating with him regarding a final resolution.
  
  
  

• Initial Complaint

  12/18/2023

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I ordered the pure body zeolite drops plus the spray. When I opened the drops the cap was warped and the date looked expired, it also stunk very bad and had a gray color; I got a defective product. I emailed support on the 8th and no response. I asked the company to send a new bottle. Replace bottle and ship it to me free of charge or give full refund.

  

  Business response

  12/18/2023

  ******* reached out to us via email on Friday, December 8th with a complaint about the quality of her Pure Body. That particular product contains a natural mineral that can cause the product to vary in appearance, smell, and taste. A member of our Support team responded to her email on Tuesday, December 12th (two business days later) with an explanation for the difference in appearance, smell, and taste of her product, and also letting her know that she was issued a replacement for her Pure Body. This response from us is in one of the screenshots that ******* provided in her BBB complaint (IMG_4762.png). In her BBB complaint, she requested a free replacement or a refund, and her free replacement was delivered to her on Saturday, December 16th per **** tracking, which should make the consumer whole. We have also reached out to the customer directly regarding this issue.  

  Customer response

  12/21/2023

   
  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.

  From: *********************** <***********************>
  Date: Mon, Dec 18, 2023 at 3:33 PM
  Subject: # ********
  To: <*********************************>
  
  
  I would like to cancel my complaint because they sent me a new bottle a few days after I filed.

  
  

  Thank you,

  
  

  ***********************

  
  

  Complaint # 

  ********

  
  
  Sincerely,
  
  ***********************

• Initial Complaint

  10/20/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I ordered the Zeolite Detox Pack from Touchstone for $85.52. The company has a satisfaction guarantee. I was not satisfied with the product and so I returned it within the 30 day stipulation, expecting my refund to be processed within 5-7 days as their website says. (****************************************************************-Returns)I checked tracking and the company received the return. I contacted them after 10 days and asked why I had not received my refund. They did not respond, so I disputed the charge with my bank. After they received the dispute, they finally responded to me. They said it was because I tried to use a coupon a couple of different times, so now they were investigating me. They told me that unless I withdrew my dispute, they would not refund me. I withdrew the dispute on Aug 10, 2023. After much back and forth with their representative ******, she confirmed that I would receive my refund after they fully verified that the dispute was withdrawn. To my dismay, as of October 19, 2023, I am still without my rightful refund. ****** now claims that my use of a different email address, entirely unrelated to this transaction, is being scrutinized, resulting in further delay. It is profoundly unjust to penalize me for any purported association with a separate account. I have unequivocally met all stipulated requirements for a refund, and it is disheartening to witness Touchstones deviation from its own guarantee.Ive asked my bank for help to reopen the dispute and they are not able to help me now since I withdrew the case, as directed by ******. I do not believe they ever intended to refund me, they have just been stringing me along and wanted to make sure I would not have any recourse.

  

  Business response

  10/24/2023

  Hi **** - We have thoroughly researched your claims here, and upon investigation of your account we found the following:
  
  Between the dates of March 15th, 2023 and July 7th, 2023, it appears you opened at least 14 accounts with us under 14 different email addresses (and one account under a different first and last name) in an apparent effort to circumvent our promotional policies and obtain discounts on multiple orders. Our fraud detection software flagged these accounts for review, and we canceled and refunded these orders. However, we then received credit card disputes on a total of four of these orders, including three which had already been fully refunded. These disputes cause us considerable time and costs in responding and refuting them, even when we are clearly in the right given our clearly stated promotional rules.
  
  You created a return on your one valid order, and it was delivered back to our warehouse on July 19th. Our warehouse processing time and our Support team processing time for returns is typically five to seven business days; however, there was a delay in the processing of your return given the multiple accounts created and disputes filed on orders which had already been refunded.
   
  Our Dispute Team spoke with you regarding your account and the first dispute you filed. They informed you that we cannot process your refund with a dispute in place, but we would be happy to issue your refund as soon as you rescind your dispute. As soon as we received confirmation from your credit card company that you rescinded your dispute, you were given a date of October 18th as the date we could issue your refund after your credit card companys processing time. However, when we tried to issue your refund, we found that you had filed disputes on three other charges on three of your other accounts (one of which you filed after you had spoken to our Dispute Team and were offered resolution). Our Dispute Team then informed you that all disputes would have to be rescinded for us to refund your order, and we did not hear back from you after that point.
   
  As a courtesy, we have issued a refund (minus our shipping and handling cost per our return policy) for the one valid order that you returned. Please allow your credit card company 7 to 10 business days to reflect this refund. All of your accounts with us have been terminated.

  Customer response

  10/29/2023

   
  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, provided the refund goes through. At this time, there is no pending refund. I will continue watching for it.
  
  Sincerely,
  
  *************************

• Initial Complaint

  10/16/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I had a serious allergic reaction to Touchstone Essential products. I only took 1 dose as suggested on the bottle and it sent me into anaphylactic shock I was rushed to the ** with an extremely high heart rate and my lungs were closing up. I had to be administered an EpiPen and was monitored overnight. It has been a couple of days later and I am still feeling sick and nauseous. I told them I want to a refund for my products and they were making me pay for return shipping. They will not give me a full refund. This product caused me injury and an ** visit bill and they have no sympathy for their customers. I researched more into this company and I looked at the reviews on their products it seems like others have experienced near-fatal reactions to these products. They respond by blaming the customer and write a copy-and-paste response to save face on the internet. It is completely unethical. It also took me 3 emails for them to finally get back to me.

  

  Business response

  10/18/2023

  We are so sorry to hear about your experience. Our natural detox supplements (Pure Body Extra, Pure Body, Fulvic Minerals+) do not contain any of the allergens that commonly cause a reaction. While its possible for someone to have an allergic reaction to anything (even sunlight or water), an allergy to natural zeolite is extremely rare. If you haven't already, we encourage you to reach out to your healthcare provider as it is likely that the reaction you experienced was not a result of taking zeolite. We are glad to hear that you received medical attention and are now doing well.

  Please note that our Support hours are Monday through Friday. We see that you sent us two emails on Saturday and one email on Monday morning before business hours. We did respond to those emails on Monday during Support hours. We do see that a staff member sent you return instructions, which is in line with our 30-day money back guarantee policy. 
  
  As an exception we have now issued full refunds to you for both of your orders, and you do not have to return the items to us. Please allow your bank 5 to 7 business days to reflect these refunds.
  
  Please let us know if you have any questions or need anything further, and we wish you the very best in your health journey.

• Initial Complaint

  09/26/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  kept canceling my orders and account kept giving me different measures on how much to give my toddler medications

  

  Business response

  09/26/2023

  Thank you for letting us know about your experience. Looking at your account, it appears that we had to cancel one of your orders due to abuse of our promotional codes, which are strictly for new customers' first time orders and are only allowed once per household. You had opened a second account in an attempt to use the promotion twice, so we canceled that second order and terminated the second account you opened. 
  
  
  Please keep in mind that our products are nutritional supplements; not medications. The recommended servings for children are listed on each product page of our website. We see that you called and spoke with someone on our Support team. We will follow up with that team member regarding your conversation; however, feel free to contact our Support team directly regarding the recommendation you were given and we'll be happy to speak with you about that. 

• Initial Complaint

  09/12/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  So I purchased some tonics from this company. I was not impressed and chatted in to return them. Well they tell you to do this and that to submit your return but that is not true. I have sent numerous emails with not the first response. This company is a scam that does not allow you to return anything. I cancelled my subscription s soon as I received my order. All of a sudden I receive another bottle with another unauthorized charge to my card and now again no way return something that I definitely did not order or authorize any charge for. At this point I want to return both bottles and I want a full refund.

  

  Business response

  09/12/2023

  Thank you for alerting us to this, and we apologize for the trouble you've had returning your order.  
  
  Upon researching your account, it does not appear that you successfully canceled your autoship subscription after you placed your first order. There were no logins to your account from the first order on July 30th until September 8th, the day you canceled your autoship subscription, which was after the September 3rd order shipped. An automated subscription cancellation confirmation email is sent when an autoship subscription is canceled. If you have a confirmation email prior to September 8th, please feel free to forward it to us so we can take a look at it. We are seeing that the subscription cancellation confirmation email was sent to you on September 8th, the day you successfully canceled your subscription. 

  We see that you chatted with our Support team as well on September 8th and our Support Team member also gave you this information. Our team member also gave you the instructions to create your return and print your shipping label; however, our self-RMA process is a new process and we see that the option for self-RMA was not available in your account. Our team member should have confirmed this before giving you those instructions, and for that we sincerely apologize.
  
  We see that you then emailed us after that chat on Friday, September 8th (less than two business days ago), and again yesterday saying you haven't received a response from us "for months". Please note that our Support Team tries to respond to emails within 24 to 36 business hours. If you attempted to email us prior to September 8th, please let us know so we can look into why those emails were not responded to.
  We will be happy to refund you for both of your orders. Regarding the September 3rd order, please leave the box sealed and **** it "Refused" (write "Refused" across your address, leaving our return address visible), bring it to your local **** post office, make sure they scan it as a Return to Sender, and it will be sent back to us. You do not have to return your first order. 
  
  Again, we apologize for the inconvenience, and we ask that if you have any correspondence that differs from what we have outlined, please send it over to us so that we can ensure we are providing the absolute best customer support, as that is our mission.

  Customer response

  09/12/2023

   
  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 would definitely research your records. I chatted in about 15 days after the first order was received. But thank you for your help on this matter. 
  
  Sincerely,
  
  *************************

  Customer response

  09/12/2023

   
  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 would definitely research your records. I chatted in about 15 days after the first order was received. But thank you for your help on this matter. 
  
  Sincerely,
  
  *************************

  Customer response

  09/12/2023

   
  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 would definitely research your records. I chatted in about 15 days after the first order was received. But thank you for your help on this matter. 
  
  Sincerely,
  
  *************************

  Customer response

  09/12/2023

   
  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 would definitely research your records. I chatted in about 15 days after the first order was received. But thank you for your help on this matter. 
  
  Sincerely,
  
  *************************

• Initial Complaint

  11/08/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I placed an order in October 6th which I received. On November 7th they charged my account again and emailed me a confirmation of a product I did not order. Label has not been created and they would not cancel that order. Not only did I not request for them to sent me anything but I don’t even know what that product is. It’s worth $89 and it something I will not consume. How can a company just sent you and charge someone for something that they haven’t even heard of. I need my money back and will file a dispute with the bank.

  

  Business response

  11/22/2022

  Hello - Please see the attached document for the communications between our Support team and *******. We have offered her a full refund.

*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. ↩