Complaints

This profile includes complaints for Natural Health Sherpa's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Natural Health Sherpa

  1121C Military Cutoff Rd Ste 360 Wilmington, NC 28405-3641

• 

  Natural Health Sherpa

  5540 Centerview Dr Ste 204 PMB 81687 Raleigh, NC 27606-8012

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:05/09/2023

  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 for a workout program on April 14th. The cost was $37.99. I received an email later that day that my total was $346.99. I emailed the company immediately and told them I had not authorized this charge and to cancel the shipment immediately and refund my money. No response until 4 days later. I disputed the charge with my bank and they are investigating it as well. I have been in contact with the company since requesting resolution. The package was delivered via **** As soon as I saw it was dropped off, I grabbed the box and gave it back to the driver and asked him to return it to the sender. The status wasn't updated in the system so it is still showing it as delivered to my home. The company refuses to do anything until they receive the package back at their warehouse. At this point, I have no idea where the package is and the company is offering zero help. I have attached a few screenshots of emails I sent/received. Thank you for taking the time to review this.

  Business Response

  Date: 05/09/2023

  Refund for the amount of $309.00 has already been issued for this purchase and refund should reflect in customer's account within 3 - 5 business days depending on her financial institution. Please see attached file showing Paypal transaction for the refund processed.

  Customer Answer

  Date: 05/09/2023

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

• Initial Complaint

  Date:05/08/2023

  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 was charged $138.40 on 3/15/23 for product that I did not want. I did not realize I was being immediately charged without a final approval. I emailed the company immediately regarding this error and received an email from their customer support, from ****, later that day. The email was very understanding and gave me a phone number to call for further assistance. Here is the email I received:Hello ********,This is ****, I am with the Customer Support team for Metabolic Living. Thanks for reaching us today!I am very sorry to hear this inconvenience. To rectify the billing issue please call our customer support line at ************, 8am to 9pm Eastern and request to speak to our refund specialists and they will be more than glad to help you with the billing inconvenience you've experienced. If you need further assistance, feel free to message us back here. You may also call our customer support line at ************, 8am to 9pm Eastern.Thank you for contacting Metabolic Living. Have a wonderful day!Regards,**** Customer Support Metabolic Living When I called the number, I was told to simply send back the product to them for a refund. I was given an RMA number and a shipping label. I sent back my unopened package via ***** (at my expense) immediately upon receipt. I have a deliver confirmation that they received their product back, but I have heard NOTHING in regards to my refund. I have sent 3 emails to them and they are not responding to me. I did everything on my end, and it appears that they are fraudulent by not refunding me as promised. I am very skeptical as they were super attentive in the beginning, but now that they have their product back, they are being shady and ignoring me. All I want is my agreed upon refund. They claimed to understand my situation, but it was a lie. Please get me my refund that they agreed to give me.

  Business Response

  Date: 05/08/2023

  Refund for the amount of $138.38 USD has been processed for the customer's purchase. Fulfillment warehouse needed to verify the return and refund was processed once fulfillment team has confirmed the products returned. Customer should see the refund reflected in her account within 3 - 5 business days depending on her financial institution. Attached are Paypal records for the refund processed.

  Customer Answer

  Date: 05/09/2023

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

• Initial Complaint

  Date:05/04/2023

  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.

  I don't even know why I have an account open with you guys, but I'm requesting please that you delete / close my account, delete my data from your servers, and stop emailing me. Thanks.

  Business Response

  Date: 05/05/2023

  No record of account or purchase for this customer. Unsubscribed from mailing list as requested and information has been deleted as requested. 

• Initial Complaint

  Date:05/03/2023

  Type:Order 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 had an order placed on Feb 23rd $324 and Feb 24th $684. I did not like the reviews so I returned them March 8th. They received the packages on March 11th. They said hassle free return over the phone while they are trying to put you in a hot spot why are you returning, you need those, they are to lecture you and know how to get under your skin I call them on March 31 st to ask why I am still not seeing my refund on the account. The representative said ok I proved that you send the products and I am going to send the refund. It is gonna take 48 hours. I called back on April 10th, where is my refund. She said she did not see any refund that approved on the system but she is gonna send it also. It is May 2nd and there is still not refund issued. I send them an email, they are saying call customer service. Their business might be legit but the way they are handling is shady.

  Business Response

  Date: 05/03/2023

  Refunds for the amount of $324.00 USD and $684.00 USD has been processed for the customer and it should reflect on customer's account within 3 - 5 business days depending on her financial institution. Attached are copies of the transaction records for the refunds processed for the customer.

  Customer Answer

  Date: 05/03/2023

  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.
  
  Sincerely,
  
  Sebnem Caliskur

• Initial Complaint

  Date:05/01/2023

  Type:Billing 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 for their workout program and authorized a payment of $33 from my account. Then I received a receipt for $84.70. I immediately called to inquire and the first agent I spoke to via chat couldn't help and told me to call. I called and spoke to another agent and asked that the order be canceled and I be refunded. He advised he would call me back in 2 hours. I never received a call back. I attempted to call again, no answer so I sent an email requesting the cancelation and refund. No response. I just want my money back. I did not authorize them to take $84.70 from my account.

  Business Response

  Date: 05/02/2023

  Full refund for the amount of $84.70 USD has been processed for the customer and she should see it reflected in her account withing 5 - 7 business days depending on her financial institution. Attached are copies of the refund receipts processed for the customer's account. Customer is not subscribed to any subscription so no future charges will be made on her account.

  Customer Answer

  Date: 05/03/2023

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

• Initial Complaint

  Date:04/24/2023

  Type:Billing 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 purchased a digital weight loss diet and exercise program from this company. After I completed the purchase they kept offering other products but in order to see the price you had to put it in a cart. I did but when I saw the price I backed out of the website never completing the purchase. I received an email that I didn't complete my order, the next thing I find are two charges on my PayPal account one for $40.98 and one for $******. I contacted the customer service department via replying to the email and calling, and told them to cancel all orders and the account immediately. They kept offering me discounts but I demanded a full refund. I received the package but took it straight to the **** and paid $***** to have it sent back to them. I have only received a refund of $*****. I don't even know where they came up with that number. I've followed up twice on my product return, and have the tracking number, they say they are still waiting to verify my return that was received 3/14). I read (after the fact) reviews and there are countless others who have fallen victim to this company's scam practices and unscrupulous behavior. I want a FULL REFUND of $40.98 + ****** + ***** - (*****) = $195.22 to resolve this issue. Somehow they say I am only owed $134. This has been ongoing since 2/12/23. My next course of action is to file a complaint with Paypal if this isn't resolved.

  Business Response

  Date: 04/24/2023

  Full refund for the customer's purchase has been processed as requested. Customer should see it reflected in her account within 3 - 5 business days depending on her financial institution. Attached are transactions records reflecting charges and refund processed for the customer's purchase.

  Customer Answer

  Date: 04/25/2023

   
  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.
  
  ***********************************************

• Initial Complaint

  Date:03/30/2023

  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.

  3/11/23 visited the metabolic renewal website. I purchased a plan for *****, and then there were additional advertisements you watch before the purchase is activated. I placed the items in my cart after watching the last video. I entered my information, and before I clicked submit, I saw that there was another order for ***** automatically added to the cart. I called customer service BEFORE placing the order to confirm & while calling, the order was automatically submitted without me clicking submit. I IMMEDIATELY sent an email to customer service explaining that their system charged me, and possibly charged me twice for the service I just bought. The representative responded and told me to call customer service during business hours. I did & asked if they could send me a shipping label to return the order for a FULL REFUND. I was told yes. I called and spoke with 2 more people and was assured I would get a label. I have asked for a supervisor and was told twice that I would get a call back in 24 hours , never happened. I call again & was told I AM RESPONSIBLE FOR PAYING RETURN SHIPPING. That does not make sense if I never clicked submit because I was calling customer service for help. They have a 30 day return policy and I feel like they are giving me the run arounds to go over the 30 day window. I spoke with someone who said she would refund me partial payment for the inconvenience and she did & told me once the product was returned I would get the rest of my refund, and all along I am waiting on a supervisor to call me back and to approve a return shipping label. *************** claimed I agreed to a partial refund to keep the product. I told him that was false and to produce the recorded call to prove I agreed. I simply want a return shipping label so I can be refunded the remainder of the money owed to me. The total for this transaction is ******. Case number ******** from 3/24/23 @ 4:59 pm cst. ******* said I was charged ****** on 3/11/23 & ***** on 3/11/23.

  Business Response

  Date: 03/30/2023

  Customer was charged $33.30 USD for the Metabolic Renewal digital program, the second charge on her account was for the amount of $142.48 USD for the following supplements: 1 unit of Metabolic Super Protein - Chocolate, 1 unit of Metabolic Spark and $1 trial for the *********************** Refund for the $33.30 USD was processed on 03/29/2023 while the partial refund for the supplements for the amount of $72.08 USD was processed on 03/12/2023. A prepaid return label has been sent to the customer to return the products for the remaining amount of $70.40 USD to be refunded. Attached are the Paypal transaction records for the two charges and the two refunds processed on the customer's account. Also included in the attachment is the prepaid label to return the products.

• Initial Complaint

  Date:03/28/2023

  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.

  2/20/23 Ordered Metabolic Renewal Weight Loss Plan $50.60 w/ 90 day refund policy. Paypal 2/24 /23 Ordered Supplements from Metabolic Renewal $516.48 Paypal 2/26/23 Emailed Metabolic Support to cancel my account due to increasing emails and texts harrassing..2/27/23 Received email from them asking I call so they can assist me.2/27/23 Received email from "Nam" with instructions to return products to Metabolic Living LLC, **************************************************************** Indicate RMA #******** on outside of box.3/4/23 Emailed Metabolic Support asking where is the product, please track I hadn't received yet.3/7/23 Emailed them notifying Metabolic Renewal that I had returned the products and provided Tracking #'s per their request.3/11/23 Checked status of return which indicated Awaiting Delivery and In-Transit.3/23/23 ************** to track items. They indicated items were placed in Distribution Centers "Bin" and delivered.3/24/23 Contacted Metabolic Renewal, talked to **** and she indicated I should receive refund $567.08 within 48 hours through original Paypal service.3/27/23 I called and was in que for over 2 hours to check on refund not received thru Paypal.. **** also advise them I have notified BBB.3/27/23 I will be filing complaint with Paypal next.3/27/23 Can not download emails because of warning it may harm my device. I can email to you if you will provide address.

  Business Response

  Date: 03/28/2023

  Refund has been processed for the customer for the amounts of $40.65 USD and $516.48 USD, shipping fee of $9.95 is non-refundable. Customer should see reflected in her account within 5 - 7 business days depending on her financial institution. Attached are transaction records from Paypal confirming refund has been processed. 

  Customer Answer

  Date: 03/28/2023

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

• Initial Complaint

  Date:03/14/2023

  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 made a transaction on February 6th with the understanding that I was just purchasing some health products. Once I was done with the check out process I noticed I was charged $168.61 for protein powder and vitamins and then charged again $77. 00 for something called mastery club. I immediately canceled everything not realizing it was a subscription. The company did reimburse me part of the subscription. However I returned all the products unopened and they were signed for by *** as delivered back to them on February 28th. It is now 3/13/23 I have spoken with two different employees two different times. They confirm they received it but say they are not sure when it will be updated in their system as received and I just have to wait. This is ridiculous. I would like my $168.61 refunded immediately.

  Business Response

  Date: 03/14/2023

  Refund for the remaining amount for the customer's purchase was processed, amount refunded is $92.12 USD. Previous refund issued to customer for the following amount: $37.99 USD on 02/20/2023 & $38.50 USD on 03/07/2023. Final refund should reflect in customer's account within 5 - 7 business days depending on her financial institution. Attached are copies of the refund receipts.

• Initial Complaint

  Date:03/02/2023

  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.

  I ordered an initial order of their protein powder and Metabolic spark in early January. On Feb. 1 a woman named ****** texted me asking if I enjoyed it and I said I did not and didn't want to receive anymore to which she replied "That's no problem, *****. I don't see any active subscriptions on your account." I was then charged and sent an additional subscription. I called to get a refund and was told in order to do that I needed to send the product back, which I did in mid-February on a Tues or Wed and it should have arrived there by Saturday. I was given an RNC(?) number which apparently was supposed to mean I didn't get charged for postage, but I was anyways. I never received a refund. I called today, March 1, and was told I needed to provide a tracking number (which I don't have) because they didn't receive it. I was never supposed to receive the product in the first place and was clear about that from the beginning. They've tried to give me the run around saying that ****** is not on the refunds team so she shouldn't have said that in the first place. But she did and because she did I didn't do anything else to cancel any potential subscription. I shouldn't have received the product in the first place and they're refusing to refund me unless they get a tracking number or receive the product back which I no longer have because it's apparently lost in the mail. I should never have been charged and they're making me pay for a mistake that one of their employees apparently made.

  Business Response

  Date: 03/02/2023

  We are unable to process refund for the two charges on the customer's account as the refunds are getting declined due to bad card number error. Please see attached files for transaction records showing refund was declined for both charges. Customer service will reach out to customer to obtain alternative way to refund customer.

  Customer Answer

  Date: 04/01/2023

   
  Complaint: ********
  
  I am rejecting this response because:  complaint (#********) and  was closed because the business made a good faith effort at resolving it. They emailed me on 3/2/23 requesting I send my address so they could send a check which I did via email response on 3/7/23. I have heard nothing since then (they never responded to my email with my address) and have received no check. Attached are the emails and the rest of the info is in the previous complaint number.
  
  Sincerely,
  
  *******************

  Business Response

  Date: 04/04/2023

  We apologize for the delay, check refund has been processed and should arrive on 04/10/2023, attached is a copy of payment processed.