ComplaintsforInno Supps

• Initial Complaint

  09/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I am writing to express my frustration and disappointment with the recent experience I have had with your Inno supps. I have been attempting to make a purchase from your website, but I have repeatedly been flagged for fraudulent activity, which is entirely unjust and unwarranted.I have made several legitimate attempts to complete my purchase, only to be met with notifications that my transactions are being flagged as fraudulent. I assure you that these purchases are legitimate, and I have taken all necessary steps to ensure my payment information is accurate and up to date.This situation has not only been inconvenient but has also left me feeling unfairly treated as a customer. I have never engaged in any fraudulent activity, and I am concerned that this flagging could negatively impact my ability to continue doing business with your company.I kindly request that you review my account and the transactions in question. I would appreciate it if you could resolve this issue promptly, remove any fraudulent flags from my account, and ensure that I can complete my purchase without further difficulties.This experience has caused significant frustration and has led me to question whether I should continue to shop with you in the future.The told that I have to respond to the email for NoFraud, which I did but they still cancelled my order.I look forward to your prompt response and a resolution to this matter.

  Business response

  09/03/2024

  Hi ******, 

  Thank you for taking the time to share your experience. We are truly sorry to hear about the challenges youve faced with your orders being cancelled due to fraud alerts. 
  Our company has implemented a fraud prevention system to safeguard both our customers and our business. While this system is in place for security reasons, we completely empathize with the inconvenience it may have caused you.

  In an effort to assist you, we recommend double-checking with your bank to ensure that all information on their end is up to date. Additionally, please double check the information you are entering at checkout to ensure accuracy. Unfortunately, we are unable to disclose the specific reasons your transactions were flagged, as this information is part of our security protocols.

  As much as we would love to assist you directly, our fraud prevention system takes precedence in order to protect all parties involved. 
  

  If you have any further questions or need additional assistance, feel free to reach out to our team. 
  

  We appreciate your patience and understanding.

  -Inno Supps Team
  
  

  Customer response

  09/04/2024

   
  Complaint: 22219450
  
  I am rejecting this response because I have already checked with my bank, and they have confirmed that there are no issues with my account or the transactions I have attempted with your company. All my payment information is accurate and up to date, and there have been no blocks or concerns raised on their end.
  
  Given this, I am disappointed that my transactions continue to be flagged and canceled without a clear explanation. While I understand the importance of fraud prevention, it seems that your system may be overly cautious, leading to legitimate transactions being wrongfully flagged.
  
  I kindly request that this matter be escalated to a higher level of support or a review team that can look into my case more thoroughly. I hope that this issue can be resolved so that I can continue to make purchases without further disruption.
  Sincerely,
  
  *******************

  Business response

  09/06/2024

  Hi ******,

  Thank you for following up. Unfortunately, were unable to bypass our fraud prevention system based on verbal confirmation alone. All customers must go through the same verification process, with no exceptions. As mentioned, this system is in place to protect both our customers and our business. However, we can confirm that all of your transactions were flagged and personally reviewed by a member of our fraud prevention team before being canceled.
  

  We truly appreciate your patience and understanding as we continue to prioritize security for everyone involved. If you have any further questions, feel free to reach out.

  -Inno Supps Team

  Customer response

  09/09/2024

   I must express my ongoing frustration and concern regarding this situation. While I appreciate the need for fraud prevention, I have complied with all verification steps, and my bank has confirmed there are no issues with my account or transactions. Despite this, my legitimate purchases continue to be flagged and canceled without a clear explanation.
  
  This persistent issue raises concerns that go beyond mere inconvenience. I am beginning to feel that I am being unfairly singled out, which could potentially be seen as a form of discrimination. If my account and payment details are in good standing and I have taken every step to verify my identity, I fail to see why I am being repeatedly denied the ability to complete a purchase.
  
  I understand that their team has personally reviewed these transactions, but they have stated before that it was an automated system. The lack of transparency and resolution is troubling. I kindly request that my case be escalated for further review. More importantly, I would appreciate a clear explanation as to why I am continuously flagged, as this is starting to feel like biased treatment rather than a standard fraud prevention process.
  
  If this issue cannot be resolved, I will be forced to reconsider pursuing additional avenues to address the matter.
  
  Thank you for your prompt attention to this serious concern. I hope we can resolve this matter soon.
  
  

• Initial Complaint

  08/28/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have placed 4 orders on the Inno Supps website between Saturday, August 25 and Tuesday, August 27th. Each order goes through and I get a confirmation but 5-10 minutes later I get a notice that is has been cancelled. I have reached out to customer support several times trying to get this resolved. I was initially told that their third party vendor, No Fraud flagged my order as fraud and that I had to wait for a verification email from them. I never received an email so I emailed No Fraud myself with copies of the emails of the cancelled orders and they replied saying that they didn't flag my account or orders as fraud. I've also reached out to my bank and they've indicated that there is nothing on their end. I've let Inno Supps know this and they just keep saying I have to work this out on my own that there is nothing they can do. After looking here, I see that others have had this same issue. All I want to do is be able to place my order and receive my products. This shouldn't be that hard. All my communication from ******** with Inno Supps has been incredibly unhelpful and frustrating. I'm hoping to get so assistance here. I've place the following order numbers for reference: ******, *******, *******, *******

  Business response

  08/28/2024

  Hi ***,

  Thank you for taking the time to share your experience. We are truly sorry to hear about the challenges youve faced with your orders being cancelled due to fraud alerts. 
  

  Our company has implemented a fraud prevention system to safeguard both our customers and our business. While this system is in place for security reasons, we completely empathize with the inconvenience it may have caused you.

  Although our team did their best to help, our fraud prevention system takes precedence in order to protect all parties involved. However, we can see that your account has already been cleared, and you should now be able to place a new order at your convenience. Please feel free to reach out if you need any further assistance.

  We appreciate your patience and understanding.

  -Inno Supps Team
  
  

  Customer response

  09/12/2024

  I was able to successfully place an order and receive the products.  

  Thank you for resolving this issue.

   

• Initial Complaint

  08/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On August 12th 2024, I placed an order on the Inno Supps website for 3 jars of energy coffee powder totaling $105.96 with shipping. The charge was posted to my credit card on August 13th 2024. I never received an email confirmation or tracking information, so I reached out to the company via a live chat on August 16th 2024 at approximately 3:30pm inquiring. The agent was adamant that the order was never placed. When I told her that my card was charged, she stated that I had to file a dispute with the credit card company. All I wanted was the items I was charged for, but the agent refused to help me stating that the order "does not exist".

  Customer response

  08/19/2024

  I no longer need assistance with this claim.  I received the merchadise from this order on August 19th 2024.  When I contacted chat support, I was told that the order did not exist and was never shipped out to me.  I'm sorry for the confusion.  Thank you 

• Initial Complaint

  08/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I was flagged by innosupps and their partner for fraud with zero explanation and zero opportunity to prove Im just regular customer. I was a subscriber that received 2 months with zero issues, then my third month did not show. After talking to customer service I received my 3rd months 2 weeks later. For the last 2 months my monthly subscription order is taken from PayPal and immediately cancelled and refunded after 4-7 days. The only information I received is a company named NoFraud flagged my account and there is nothing they can do. They have completely blocked me from ordering anything and have given me no option to prove I am not a reseller and I am a monthly customer.

  Business response

  08/12/2024

  Hi *****,
  

  Thank you for sharing your experience with us. Were really sorry to hear about the challenges you faced with your orders being canceled due to fraud alerts.
  

  Our fraud prevention system is in place to protect both our customers and our business. While its essential for security, we understand how inconvenient it can be. Thats why our team informed you that we couldnt intervene while your account was under review.
  

  After reviewing your account, were happy to confirm that it was cleared, and we see you successfully placed a new order last week. Were glad the issue has been resolved.
  

  If you have any further questions or need additional assistance, please dont hesitate to reach out.
  

  We appreciate your patience and understanding!

  -Inno Supps Team

  Customer response

  08/12/2024

   
  Complaint: 22085238
  
  I am rejecting this response because: not only was, I told that I would be compensated in someway by using the words being taken care of  by your customer service agent, I was also not allowed to receive these free gifts that you offered. The only thing that your company was willing to offer me a code For 20% off an individual purchase. As a monthly subscriber that does nothing for me im unable to order an additional product with that coupon code because I will be flagged as fraudulent again per your policies
  
  Sincerely,
  
  ***************************

  Business response

  08/13/2024

  Hi *****, 

  Our fraud prevention measures are in place to protect both our customers and our company. If an account is under review for fraud, this process is standard and we dont offer compensation during this process. However, we are more than happy to honor the offer of a free products.

  In reviewing your account, we see that one of your canceled orders included a free product. A team member will be reaching out to you with some information regarding the free product cancelled from your order in addition to the free products youre eligible for since restarting your subscription. We will also share information on current promotions that include additional free products you might be interested in. Please reply to their email as soon as possible, and theyll make sure everything is taken care of for you.

  -Inno Supps Team
  
  

  Customer response

  08/13/2024

   
  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. As long as they hold up their end of the bargain. Still should not have gotten to this point, and I hope there is a better policy moving forward 
  
  Sincerely,
  
  ***************************

• Initial Complaint

  07/16/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Do NOT waste your money! I spent hundreds of dollars on the products and it didnt make any difference. I asked for a refund. I was told that I had 30 days to return but was also told that it can take 2-3 months to work. How does that make sense. These products do NOTHING and their return policy makes no sense. Honestly, do NOT waste your money with this business.

  Business response

  07/23/2024

  Hi *******,
  

  Thank you for taking the time to share your feedback with us. We are truly sorry to hear about your dissatisfaction with our 30 Day Money Back Guarantee. Based on our policy, customers have 30 days from the date they received the product to initiate a return. As mentioned in your message, you requested to return the order outside the 30 day timeframe.
  

  Its important to note that our return policy is readily available on our website for all customers, both existing and new, to review. This policy outlines the terms and conditions related to returns, including our 30 Day Money Back Guarantee. We aim to provide clear information to help our customers make informed decisions prior to making a purchase. While we sincerely value your business, we must uphold our return policy consistently to ensure fairness and transparency for all our customers.

  Please feel free to review our returns policy here: ******************************************************
  

  Thank you for your understanding. 

  -Inno Supps Team
  

  
  

  Customer response

  07/23/2024

   
  Complaint: 21995124
  
  I am rejecting this response because:

  Although your return policy says must be done within 30 days, I also have an email that YOUR company states it would take 2-3 months to get the full results!!!! This makes absolutely no sense! I have all of the bottles and would like a full refund  

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

  Business response

  07/23/2024

  Hi *******,

  Thank you for following up. Our returns policy states that all returns, including those under the 30 Day Money Back guarantee, must be initiated within 30 days of receiving the products. This applies to 3 and 6-month supplies, as listed on the policy. Please review the image attached outlining that specific section.

  As mentioned, we must uphold our return policy consistently to ensure fairness and transparency for all our customers. If you have additional questions regarding our policy, feel free to reach out to our team. 

  Thank you for your understanding. 

  -Inno Supps Team

• Initial Complaint

  07/15/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased a product from this company that has a money back guarantee and the product was making me sick so I was given an RMA and told to return the item at cost to me. It has been 19 days and they refuse to refund my money and keep telling me that I was required to have a tracking number which makes no sense. I send them my receipt from **** date stamped for proof. The package was so small the **** Office agent said it didn't require a tracking #. I spent 2 hours waiting for a response on live chat while management "reviewed" the order and my receipt to be told the same thing and they completely stopped answering me when I asked for the managers name. I have to file a claim with my bank now for the $75 they refuse to give back.

  Business response

  07/23/2024

  Hi *******,
  

  Were sorry to hear about your dissatisfaction with our returns process. To help expedite returns, we always ask customers to provide a tracking number. This allows us to confirm receipt of the package and speed up the refund process. While we understand your frustration, without a tracking number to confirm delivery, we could not issue a refund when you originally contacted us. We needed to wait for your package to be physically delivered and processed by our returns team. To prevent delays in the future, we recommend always shipping returns with a tracking number.

  In reviewing your order, we can see that your return has already been processed and a refund has been issued. A confirmation was sent to your email address on file. If you have any further questions, please feel free to reach out to our team.

  -Inno Supps Team

  Customer response

  07/23/2024

   
  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

  06/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I ordered blood flow support supplements from a company called Inno Support. They 100% guarantee these work and I paid $78.98 for 2 bottles of this supplement. NOT WORTH IT...They do not work. I just finished the 2nd bottle and I have seen zero results. Because the website stated it takes 60 days for results to show I waited the 60 days...now I go to their website and they only allow a refund after 30 days. Why put 60 days for results if your guarantee is only for 30 days? I am requesting a refund for a product that simply does not work and the results are false. This is false advertisement at its finest.

  Business response

  06/18/2024

  Hi *******,

  Thank you for taking the time to share your feedback with us. We value your input, and we are genuinely sorry to hear about your dissatisfaction with our returns policy.
  It's important to note that our return policy is readily available on our website for all customers, both existing and new, to review. This policy outlines the terms and conditions related to returns, including our 30 Day Money Back Guarantee. We aim to provide clear information to help our customers make informed decisions. Please see attached screenshots of our policy or review the link below: ******************************************************
  

  Each individual customer has the opportunity to familiarize themselves with our return policies prior to making a purchase. As you mentioned above, your order is already past our return window as it is over 60 days old. While we sincerely value your business, we must uphold our return policy consistently to ensure fairness and transparency for all our customers. 
  
  Thank you for your understanding. Please feel free to contact our team if you have further questions regarding our return policy. 
  
  -Inno Supps Team

• Initial Complaint

  05/29/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased some supplements from a company called Inno Supps out of *************************. In their description of the supplements they made several claims about the products (Nitro Wood and T-Drive) that did not work for me. They also had a 100% money back guarantee on the products. When I went to return the products (as they did not work or give the results promised) they said I am only entitled to a 30 day money back guarantee. Now also in their description of the products they said that it takes about 60 days to see results. If that is the case the 30 day money back guarantee would negate the ability to be refunded for at least one order. I talked to a representative by chat and was told they would on.y honor the 30 day guarantee for one order of the product. This smacks of fraudulent business practices as well as false advertising.

  Business response

  05/30/2024

  Hi ****,
  

  Thank you for taking the time to share your feedback with us. We value your input, and we are genuinely sorry to hear about your dissatisfaction with our returns policy.
  It's important to note that our return policy is readily available on our website for all customers, both existing and new, to review. This policy outlines the terms and conditions related to returns, including our 30 Day Money Back Guarantee. We aim to provide clear information to help our customers make informed decisions. 
  

  Ultimately, each individual customer has the opportunity to familiarize themselves with our return policies prior to making a purchase. While we sincerely value your business, we must uphold our return policy consistently to ensure fairness and transparency for all our customers. 
  

  In reviewing your account, we can see that our team already helped you initiate a return for your most recent order. Once your return is received and refunded you will receive a refund notification for your records.

  If you need additional support or have any other questions, please feel free to let us know.

  -Inno Supps Team

  
  

  Customer response

  05/30/2024

  I have read the response from the business and I am not satisfied with this outcome. I should be refunded for all three purchases not just the most recent one as their return policy is not fair. When you see an advertisement it advertises 100% money back guarantee that is all. Then to view the actual return policy you have to navigate the website. It is not readily available and that is where they show it is only a 30 day policy but again their own website tells you that it takes about 60 days to see results so how in the heck am I going to get a 30 day refund using the product for 60 days to see results? That makes no sense since they are guaranteeing their product to work which it did not for me. I feel they are entitled to refund all of my purchases.

  Customer response

  05/31/2024

   
  Complaint: 21774315
  
  I am rejecting this response because:
  

  I have read the response from the business and I am not satisfied with this outcome. I should be refunded for all three purchases not just the most recent one as their return policy is not fair. When you see an advertisement it advertises 100% money back guarantee that is all. Then to view the actual return policy you have to navigate the website. It is not readily available and that is where they show it is only a 30 day policy but again their own website tells you that it takes about 60 days to see results so how in the heck am I going to get a 30 day refund using the product for 60 days to see results? That makes no sense since they are guaranteeing their product to work which it did not for me. I feel they are entitled to refund all of my purchases.

   

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

  Business response

  05/31/2024

  Hi ****,
  

  Thank you for following up. Our returns link can be found in the footer of any page on our site. Our returns policy states that all returns, including those under the 30-Day Money Back Guarantee, must be initiated within 30 days of receiving the products. It also states that this applies to 3 and 6-month supplies. We've attached some screenshot of our returns policy and how to find the link on our site for review. 

  Upon reviewing your account, we see that your other orders are no longer eligible for return due to their age. However, we are happy to honor the money-back guarantee for your order that is still within the timeframe. As mentioned, we must consistently uphold our return policy to ensure fairness and transparency for all our customers.

  Thank you for your understanding. 

  -Inno Supps Team

  
  

• Initial Complaint

  05/18/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I sent my product out for return on 4/22/24. The delivery team attempted delivery on 4/27 and multiple times after. There wasn't someone at the business to accept the delivery until 5/17, 3 weeks later. Now, I have to wait ***** days for the refund team to process the refund, and another 3-5 days for my bank to accept it. This is ridiculous and awful.

  Business response

  05/23/2024

  Hi *********,
  

  Thank you for sharing your feedback with us. Were so sorry to hear about your dissatisfaction with our return process. Our warehouse receives returns Monday through Friday, from 7am to 5pm, and we process returns in the order they are received.
  

  Based on the tracking details for your return, it seems no delivery attempts were made until the final delivery. Our records indicate that your return has already been processed and your order has been refunded.
  
  If you have any other questions or need further assistance, please feel free to let us know.
  

  -Inno Supps Team

• Initial Complaint

  05/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I placed an order on April 11th and then received notification from DHL to pay additional Duty and Taxes. I'm a Customs Broker so I messaged them to send the Documents to me for Customs Clearance. I sent at least 15 emails as apparently there is no contact number for their E-commerce department? Turns out they ignored my requests and sent it and somehow it shows an attempted Delivery on April 23rd but no one contacted me. Upon reaching out to **************** I keep being told it's at my local post office. I have been there 8 times now and they say that there is nothing there. I have wasted so much time and frustration on this and I have not received any order and I am out over $200.00 now!!

  Business response

  05/14/2024

  Hi ****, 
  

  Thank you for contacting us. We are truly sorry to hear about the frustration you experienced with the carrier during the final delivery.  Our records indicate that your order was successfully delivered on 5/7/24. 
  

  Should you have any further questions or concerns, please continue communicating with our team.

  Best regards,
  
  -Inno Supps Team

  
  

  Customer response

  05/14/2024

   
  Complaint: 21665323
  
  I am rejecting this response because: I had requested for weeks for DHL to send me the Customs Documents to clear this shipment myself. Now they say it was Delivered with no proof of photo or signature 
  
  Sincerely,
  
  **** Danielisz

  Business response

  05/14/2024

  Hi ****, 

  Thank you for following up. It looks like you're already in communication with our team via PayPal. Given that you initiated a claim on that platform all communication needs to be continued there. 

  -Inno Supps Team

*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. ↩