ComplaintsforTribal Nutrition LLC

• Initial Complaint

  05/17/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On May 13th I received an email reminder Kachava would process my 60day subscription order. ************************************************** I knew I would be traveling so wouldn't be there for the order AND I needed my funds for the travel so I logged into their website, and used their change order option to push this order back to when I'd be back, Aug 30, 2024. The website confirmed Aug 30th date (I didn't think to take a screenshot of it) but as you can see I logged in because they sent me a code. ************************************************** But on May 16th Paypal notified me that the company placed the order anyway (overdrawing my bank account)************************************************** ************************************************** I immediately contacted the company and spoke to a CSR who refused to cancel the shipment and refused to transfer me to a supervisor. In fact she lied to me that it had already been shipped even when I showed her from their website that the order had only been pulled and a label created but was not at **** ************************************************** I was told they would not cancel the order (I subsequently canceled this subscription). I filed a complaint with PayPal, canceled the subscription order there but the company already took my money and refuse to refund me or cancel the order when it was plenty of time to do so. I told her that I WILL NOT be there to collect this package to return it for refund that is why I need it canceled now. She continued to refuse to allow me to talk to a supervisor, escalate it to the next level and eventually hung up on me telling me there's nothing she can do. I request an immediate refund. I gave her all the info from Paypal to do so.

  Customer response

  05/29/2024

  To BBB,

  I'm not surprised the company representatives refuse to respond to my complaint.  Thankfully, I made a claim with paypal on the day of the incident as well and provided Paypal the same info that I shared with you.  I've attached a copy of the screenshot email from Paypal showing they found in my favor and issued the refund.  Thank you for your assistance.  

  Sincerely,

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

• Initial Complaint

  04/28/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I ordered two bags of their matcha powder. It arrived, I tried it, grossest thing Ive ever tasted in my life - doesnt taste even remotely like matcha. I sent an email to the company to start a return and they respond with the following. We're sorry to hear we didn't meet your expectations. We offer a 100% refund of the total amount you paid up to 30 days of receiving your delivery. You have the option to return your purchase(s) for a refund or a replacement flavor of your choice. Even if the product has been opened **** of 1 bag for each flavor)! We do not provide shipping labels. Our customers are responsible for the return shipping fee.This was followed by shipping instructions for the bags (where bags plural is explicitly stated). I paid $22.44 to ship back one opened bag and one opened bag based on this email. THEY ONLY REFUNDED ME FOR ONE BAG. They tried to say that the parenthetical they included means that you can only return one bag per flavor regardless of whether or not it has been opened. Thats not how English works - a parenthetical pertains to the sentence it follows. The email they sent clearly reads We offer a 100% refund of the total amount you paid. When you put Even if the product has been opened **** of 1 bag for each flavor)! as its own separate paragraph that means one bag per flavor can be opened. You cant say that youll provide a 100% refund, have your customer pay return shipping and then not give a 100% refund.

• Initial Complaint

  03/27/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  Hello. I made 3 purchases with Ka'Chava in 2023. They wanted to send too often before I had finished the others. I didn't really care for it,so I canceled the subscription back in August 2023. Kijuanna emailed me and stated that I only canceled Chocolate. Then, she sends another email stating that this was my first time contacting Ka'Chava. How is that if, you say I only canceled the Chocolate. I haven't had an order from Ka'Chava since August of last year. I was checking my bank statement and see a purchase from Ka'Chava. I'm out of town and won't be back until April 1st. So, I don't know where that would be when I get back to *******. I don't order anything ,when I know I'm going out of town.

• Initial Complaint

  03/05/2024

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  I believe Ka'chava is charging subscription accounts at-will and making cancellations and returns intentionally difficult to inconvenience customers into paying for more than they agree. I subscribed for this nutritional shake and selected the frequency of 60 days. When I noticed a duplicate charge on my account 40 days later I tried to cancel. I was told it was too late. When I said I didn't want product sent that soon and sent screenshots of my account preference I was told to send the product back at my expense. I told them this was due to their error and could they correct it by sending a paid postage to return it or refund me. I was told they could see I was a 60 days subscriber but that when I signed up I also manually changed the date. Which is untrue, as evidenced by screenshots and my own memory. I am frustrated by my attempts to get refunded and believe they are doing similar to things to many of their customers.

• Initial Complaint

  02/02/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  So i thought i will show Ka'Chava I will go on and post BBB. Hilarious. This company has a "F" rating and so many complaints it will get lost in the shuffle.Anyway, can't log on the system is always down and it is a two part send you a code system that never works. I have complained numerous times and judging from the comments this company is a SCAM. They have no support or IT. They make high priced junk and sell it for exorbitant prices. I have a credit that i cannot use because it is impossible to log onto the site.

• Initial Complaint

  01/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  This is one of those auto renew companies! I place my first order and I was happy. Then I called to stop and cancel my subscription. The girl said ok, took down my info, and said your account is closed and your credit card will be deleted. Then i got another order on 10-6-23. When I called and asked, she said don;t worry about it, because I have closed your account and threw away the credit card info. Then it happened again and again. When I called them back and told the young girl about it today, she did the same think, and just said don;t worry. I pressed for a supervisior, and then she went and did research, and found that they had created another email for me, they made it up, and everything was under that account, thats why they did not see it or stop it, she said. Total Fraud, I can't send it back because she said I was not charged for it, so I gave it away.

• Initial Complaint

  11/08/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  We have used their subscription-based company for years. We have given bags of Kachava to people as gifts during the holidays. We placed an order for the holiday for 30 bags, and the systems charged 300 bags through their subscription order. We called customer service right away and the following day to make them aware of the issue and to cancel the excessive amount of bags that the system processed. Needless to say, we called them daily and emailed them about the issue since $19,693.70 was charged to the company card. Nobody was of any help, nor did they cancel the order. Within days, 300 bags of Kachava had shown up at our doorstep. As you can imagine, we called them again, asking for assistance to no avail at all. We asked them to return all the excessive products, especially since we informed them of the issue way before everything was shipped. Nobody returned our calls or emails. I also noticed every time I called the helpline that, the line was busy.A colleague called from another phone and was able to get through. During the call, she asked to speak to the "leadership team," and they responded with get in touch with your bank for the refund, and we can trash or do whatever we want with the 300 bags of Kachava!! Upon asking for more explanation, the phone died, and when she tried calling back, the line went to a busy single. We once again tried to call from another line, and the same thing happened. THEY DROP THE ***** CALL AND BLOCK YOUR ***** NUMBER, SO YOU CAN'T CALL THEM FROM THE SAME ***** LINE. I have never heard of any company doing such a thing. I am not sure how such a thing could be legal!!! There is no support with finding a resolution, no communication, or **************** dialogue. They really should be embarrassed, but the whole operation.NOTE: I have attached the numerous times I called wondering why the phone kept making busy single sounds. I thought something was wrong with my phone and thought, how can they be busy for days?

• Initial Complaint

  11/02/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I ordered ka'chava in 2022 and did not like it. A year later on 11/1/2023 I received an email at 4 a.m. that said my order was received. I received an email saying it had shipped by 8 a.m. I do want this product and I do not like it. That is why I did not order it again since the time I ordered it a year before. I was unable to delete my credit card information out of their account. I could not delete my account or info.

• Initial Complaint

  10/16/2023

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  We made a one time order of 3 boxes that Kachava tried to continually turn into a subscription we never requested. Kachava kept emailing us to get updated credit card information we refused to provide because we never wanted a subscription they kept trying to force upon us. kachava the deceptively changed the date on our corporate credit card and sent more product we did not order. We cancelled our account and tried to remove our cc info and Kachava kept bothering us. They wanted us to return what they sent without our consent. Their actions are deceptive trade practices! Do not do business with Kachava.

  Customer response

  10/16/2023

  To be more specific than our original complaint:  In June/July, we used our corporate card to make A ONE TIME ORDER of 3 boxes of bars for our office.  Ka'chava charged our corporate credit card for our one time order and shipped the 3 boxes.  After our one time order was sent by Ka'Chava, Ka'Chava repeatedly emailed requesting we submit updated corporate credit card information which we never did. As our order was a one time purchase we had no reason to update our card.  

  Upon our receiving numerous Ka'Chava emails requesting we update our credit card information, my staff and I became concerned about Ka'Chava's integrity.  We called Ka'Chava to have our account and credit card information eliminated from Ka'Chava's site.  We were told this would take a couple of weeks.  During that call, we made it clear we only placed a ONE TIME ORDER and had no interest in receiving future shipments under any circumstances. After that call, we additionally tried to delete all of our corporate and personal information off of Ka'chava's online site via our login.  Any time we removed our credit card Ka'Chava repopulated our card upon our return to the site.  

   Months later, in October, we suddenly received a duplicate of our ONE TIME ORDER and checked our corporate card which we discovered had been deceptively charged by Ka'Chava.  A staff member and I again called Ka'chava and a Ka'Chava staffer named **** who claimed our account had always been a subscription although we had not received product since June/July and we had not updated our card. When we asked how our corporate card was suddenly charged, **** had no answer other than the card was charged.  She refused to tell me what expiration date and CVC was used.  **** additionally said Ka'Chava would not refund our money if we didn't return the product Ka'Chava sent without our consent.  I am not able to comply with Ka'Chava's deceptive demand.  We order online due to disability, age and time.  

  it is deceptive for Ka'Chava to be able to force ONE TIME purchasers to be charged for product they did not order if they are unable to take their time, energy, etc. to return what we did not want and did not agree to buy.  When we originally called, Ka'chava told us our information would be deleted and we additionally tried to delete our information ourselves.  We didn't update our corporate card expiration dates and had no reason to believe Ka'Chave would be able to ship us more product without our consent MONTHS after our ONE TIME ORDER was placed.  

  We have since read numerous online reviews (not the paid reviewers on Ka'Chava's site).  Ka'Chava typically has a 2 star rating with legitimate purchasers who were not paid for their review. Ka'Chava has a history of turning a ONE TIME PURCHASE into a secondary delivery without consent by making the ONE TIME ORDER a subscription against consent.  

  Ka'Chava reviewers report many problems including being DECEPTIVELY CHARGED FOR REPEAT PURCHASES AFTER PLACING A ONE TIME ORDER. Unpaid reviewers, not on the Ka'Chava site, report Ka'Chava often turns ONE TIME PURCHASES into subscriptions without consent.  This seems to occur too often for it to be a website glitch.  Reviewers also report Ka'Chava has refused to refund as promised when an order was returned.   It is additionally telling that our ONE TIME ORDER was in June/July and Ka'Chava shipped the repeat order in OCTOBER after our repeated refusal to update our card and subsequent call requesting all of our information be deleted off of their site.  It is also telling **** would not tell me the end date or CVC that Ka'Chava used.  Buyer Beware when you order anything online.....

   

• Initial Complaint

  10/10/2023

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  Signed up for a subscription almost a year ago and at that time couldnt cancel could only push out and I did that multiple times. Finally thought I had canceled but company pushed a year out instead. Saw the charge at 8am called them right away to dispute and they said it had already been packed. They went to great lengths to make me look like a liar to my credit card company and sent almost 8 pages of proof saying I never returned the product but I did and paid $5 in shipping and still have the receipt and the emails. They told me they would honor an empty bag return because they dont offer return labels and to send the products back would be $50 for me. I sent it all back and have not received a refund and my credit card has now forced me to pay this yet I followed their instructions exactly and they claim that I never returned anything. But I did and paid for it. I have all the documents and plenty of proof.

*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. ↩