Complaintsfor310 Nutrition, LLC

• Initial Complaint

  06/04/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I proceeded to order a free trynow order, for 1.99. If you do not like it return, no charge if you do you will be billed. I wanted to try this, I was billed immediately, and realized it was double the price, I called their customer service number when prompted I simply stated cancel order - was told by the bot order cannot be cancelled. This was less than 5 minutes of ordering. I called 7-8 times on June 3, nothing because of the wait times, then I requested a return call again nothing. I called this morning June 4, spoke to someone, he said it is too late to cancel - meanwhile I am out of the ******. I mentioned I am not angry at him but the company for having such practices that border on fraud. He said he understands and stated to return the shipment. I am still waiting for the product, shipping label and a letter of cancellation.

  

  Business response

  06/04/2024

  Hi ****,
  
  We hope this response finds you well. This is ****, one of the Manager here at 310 Nutrition Customer Service.
  
  We are writing in reference to your complaint. We had reviewed your account profile as well as the recent order placed with 310 Nutrition.
  We understand that you did not understand the Terms & Conditions of our promotional offer of Try Now Pay Later. We believe that our website does have enough information about the terms and policies of the Try Now Pay later promotion, you should be able to locate all this information in just once click and they are also available on every part of our check out page. Furthermore, as a merchant we are expecting that our buyers would review such before engaging to any promotions or making any purchases. Please see all the attachments on this response.
  
  The way TryNow promotion works allow our customers to try the products without paying for the products upfront with a certain trial period. TryNow will submit a pre-authorization hold request to your bank upon placing the order to ensure you have the funds available. Upon checkout, an authorization for the full amount of your order is placed on your card to reserve funds if you choose to keep your items. 
  
  As for the $119.23 amount, we do place an authorization on your card for the total amount of your order. This is how we ensure that funds can be captured for items you keep. The way authorizations display on your statement varies by bank. Typically, authorizations are labeled as pending or they will not have a date associated with the charge, indicating that the charge has not yet been posted.
  
  Nonetheless, we went ahead and RELEASED the pre-authorization hold to your account for the said amount and refunded you the $1.99 charge in which you have paid for upfront upon placing the order. Pre-authorization hold should fall off from your account within ***** hours or depending on your bank policies.
  
  As for the TryNow order you recently processed, this order is currently in transit and we are no longer able to stop the shipment. Please contact us as soon as you received the order so we can go ahead and send you a pre-paid return label so you can return the product back to us at no cost. Please make sure to return your order upon receipt of the return label as the return label is only valid for use for 48 hours hence we are not able to issue it right now, only after the order is delivered to ensure the label will not reach expiration.
  
  We hope we were able to shed light on this and thank you for allowing us to resolve this concern.
  
  Please let us know if there is anything else we can assist you.
  
  Kind Regards,
  310 Nutrition

  Customer response

  06/04/2024

   
  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, however **** incorrectly stated the hold is pending no it was a full charge, yes their FAQs is not quite honest"....will not charge until end of trial"...simply not true. How about do not charge? Or how about give additional time for cancellations or changes. Yesterday charge was pending today full charge - therefore fraudulent charge. I was looking forward to trying this product, but I will find another vendor, that is more upfront and honest.
  
  Sincerely,
  
  ***********************

  

  Business response

  06/11/2024

  Hi ****,
  
  We acknowledged all the concerns you have provided. We are truly sorry about the overall experience.
  
  Rest assured that all your feedback regarding the TryNow promotion will not be left unnoticed. All this will be forwarded to our management so they can review all the parameters of the said promo. 
  Please know that we are always looking for ways to better our service and your feedback is an invaluable part of that process.
  
  We have gone ahead and requested for $13.15 based on the receipt you forwarded to us which is the amount you have shouldered for shipping the order back to us. You should be able to receive it within the next 5-7 business days or sooner.
  
  We would also like to correct the amount mentioned, your TryNow order is indeed amounting to $193.22 and not $119.22. I have attached a screenshot of your TryNow order receipt as proof of the amount submitted for the pre authorization request in which we have already voided last June 4 day after you placed the order.
  
  Thank you again for allowing us to provide resolution with your complaint.
  
  Kind Regards,
  
  

  

  Business response

  06/11/2024

  Hi ****,
  
  We acknowledged all the concerns you have provided. We are truly sorry about the overall experience.
  
  Rest assured that all your feedback regarding the TryNow promotion will not be left unnoticed. All this will be forwarded to our management so they can review all the parameters of the said promo. 
  Please know that we are always looking for ways to better our service and your feedback is an invaluable part of that process.
  
  We have gone ahead and requested for $13.15 based on the receipt you forwarded to us which is the amount you have shouldered for shipping the order back to us. You should be able to receive it within the next 5-7 business days or sooner.
  
  We would also like to correct the amount mentioned, your TryNow order is indeed amounting to $191.23 and not $119.22. I have attached a screenshot of your TryNow order receipt as proof of the amount submitted for the pre authorization request in which we have already voided last June 4 day after you placed the order.
  
  Thank you again for allowing us to provide resolution with your complaint.
  
  Kind Regards,

• Initial Complaint

  06/04/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I got an email thanking me for my order (that I did not place) then I'm told I can't cancel it it's to late! I have been through this before with this company - I feel like this is how they make their money now instead of selling the product they they put you in a never ending circle of keeping your money on subscriptions that are shady and their money back guarantee lets you return but on your dime for shipping and it's really expensive. If their system was set up for the customer they would give you notice "before" it's too late to cancel.

  

  Business response

  06/04/2024

  Hi ******,
  
  We hope this response finds you well. This is ****, one of the Manager here at 310 Nutrition Customer Service.
  
  We are writing in reference to your recent order last June 4, 2024 under OID 3928236.
  
  Our system shows that you have chosen the Subscribe & Save price when you placed the order last March 6, 2024 under OID ******* which signed you up for a subscription. This initial order provided you a 25% discount from the regular price of our shakes which is one of the perks of getting into a subscription. 
  
  We had carefully reviewed all your orders and all your communication to us. Please a brief summary below:
  
  July 26, 2023 -  when you first subscribed to our shakes under OID 3710370
  January 24, 2024 -  you requested to cancel your subscription, and we went ahead and cancelled it per your request. See attached image #2
  March 6, 2024 - you placed another order for subscription and requested two quantities under every 45 days shipment. See attached image #1
  Our system also shows that you were able to manage your subscriptions online when you had paused and skipped your April shipment which means that you are aware that you have an active subscription with us. See attached image # 3 for the footprints of the changes you have done from your online account.
  
  The last communication you had with us (apart from today) is when you requested to cancel the duplicate order for March 6, 2024 as you wanted to keep the order that has the most discount and that was also the time you requested to place your subscription of two bags of shakes under every 45 days shipment. See attached image #1
  
  Since the June 04 order has been processed and shipped, we can no longer cancel the order or stop the shipment. Please contact us as soon as you received the order so we can go ahead and send you a pre-paid return label so you can return the product back to us at no cost. Please make sure to return your order upon receipt of the return label as the return label is only valid for use for 48 hours hence we are not able to issue it right now, only after the order is delivered to ensure the label will not reach expiration. Full refund should be processed once we received the returned items to our warehouse.
  
  We would also like to confirm that your subscription has been cancelled and rest assured that no further shipments will be processed unless you placed another order online. See attached image #4
  
  We would also like to thank you for being a customer of 310, know that we are always looking for ways to better our service and your feedback is an invaluable part of that process.
  
  Please let us know if there is anything else we can assist you.
  
  Kind Regards,
  
  310 Nutrition

• Initial Complaint

  05/18/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I keep getting text messages on my iphone I have ATT which each time I get them I click on report junk usually when I do that from other numbers they dont repeat but somehow they bypass and I keep getting them and I dont have a active account with them nor have I ever bought anything or allowed these text messages its been going on for 8 months

  

  Business response

  05/20/2024

  Hi ***,
  
  We hope this response finds you well. This is ****, one of the Manager here at 310 Nutrition Customer Service.
  
  We are writing in reference to your complaint. We had reviewed your account profile with ******************** and found out that you have remained subscribed to our SMS marketing list hence you are still receiving marketing newsletter from us via text message.
  
  When our customers placed an order via our website, it will prompt them to agree if they would like to be up to date on news and exclusive promotional offers via email and SMS. Customers can untick the box so to not receive any promotional offers in the future. Customers will always have the option to decline this when they are purchasing orders online.
  
  Per your request, we went ahead and made sure you are now officially unsubscribed to all our newsletter both email and SMS. Please see attached proof.
  
  This is also to confirm that you do not have any active subscription account with us. The ONLY order in your account was way back December 17, 2019 which was a Sample Kit. This type of kit is just a one time purchase.
  
  We hope we were able to shed light on this and thank you for allowing us to resolve this concern.
  
  We would also like to thank you for being a customer of 310 and for trying out our product (back 2019), know that we are always looking for ways to better our service and your feedback is an invaluable part of that process.
  
  Please let us know if there is anything else we can assist you.
  
  Kind Regards,
  310 Nutrition

  Customer response

  05/20/2024

   
  Complaint: 21727481
  
  I am rejecting this response because: I have never set up an account for a subscription to authorize on my phone to receive marketing, and if its a sample kit that I never even went forwarded on this and I refused to put my information in there to set up account now just to remove marketing from this company.

  I went to the website to see if there is away for me to do this with out getting an account set up and there isnt one to remove this from coming to my phone
  
  Sincerely,
  
  *******************

  

  Business response

  05/20/2024

  Hi ***,
  
  Thank your for the swift response.
  
  Again, we would like to confirm that you do not have any subscription account with us. 
  
  As for the promotional newsletter, a customer can submit a purchase online without requiring to create an online account (guest customer). However, a phone number and email address is required to complete a purchase. This is why we have your phone number and email linked to your order last December 17, 2019. This order was a special offer from AT&T in partnership with 310 Nutrition where AT&T customers can try our products for just $7 with FREE shipping. This is the only order placed under your name and details.
  
  Since you purchased our Sample Kit as a guest customer, your ******************** online account was not activated. If customers has activated their online account, that is where they can manage their account settings including the marketing newsletter settings. 
  
  If a customer has no online account with us, for email newsletter, customer can click "Unsubscribe" located at the bottom of the promo email they received. For SMS newsletter, customer can reply the word "STOP" to stop getting promotional offer messages. These are other ways to unsubscribe aside from managing it from customer's online account (if customer activated their online account) in which in your end was not activated.
  
  To conclude, as we have previously indicated on our initial response, we have completely removed your email and phone number from the newsletter marketing list. You will no longer receive any promotional offers from 310 Nutrition moving forward.
  
  Thank you for your patience and understanding.
  
  
  Kind Regards,
  310 Nutrition

  Customer response

  05/20/2024

  I never recieved an email to make a response to stop only the text message if someone will please send me this I can respond to stop these annoying text messages

• Initial Complaint

  05/07/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Much like every other complaint submitted on this site, I subscribed in order to get a discounted price on the product. Every other legitimate business allows you to either modify or cancel your subscription at any time. This site CLAIMS to operate in a similar manner but they do not. There is no email reminding you of an upcoming subscription and there is NO WAY to cancel your subscription on their site. They "offer" you the ability to cancel but you have to select a reason, and every reason you select puts you in a loop that you can never get out of. This product is WAY too expensive and their business practices should be illegal. There are no protections for the consumer. I want my subscription canceled and I never want anything to do with this company again.

  

  Business response

  05/08/2024

  Hi ********,
  
  We hope this response finds you well. This is ****, one of the Manager here at 310 Nutrition Customer Service.
  
  We are writing in reference to your recent order last May 07, 2024 under OID 3915262.
  
  Our system shows that you have chosen the Subscribe & Save price when you placed the order last April 07, 2024 under OID ******* which signed you up for a subscription. This initial order provided you a 25% discount from the regular price of our shakes which is one of the perks of getting into a subscription. It also shows that you placed this order online and you chose every 30 days shipment frequency hence the May order was processed.
  
  We had carefully reviewed all our communication tool as well and we are unable to see any contact from you requesting for the cancellation of subscription prior to the recent order. 
  
  At the moment, in order to cancel your subscription online, you will be directed to customer service to ensure your account and needs are properly taken care of.
  
  Since the May ********************************************* transit with tracking number **********************, we can no longer cancel the order. You may just keep the order as we do not want to hassle you further in returning it. 
  
  We went ahead and refunded you on this order as a courtesy. Refund amounting to $96.97 should reflect in your payment source within the next 5-7 business days.
  
  We would also like to confirm that your subscription has been cancelled and rest assured that no further shipments will be processed unless you placed another order. You are welcome to comeback anytime. 
  
  You should receive email confirmations both on the refund processed and regarding the subscription cancellation.
  
  We went ahead and removed you from our newsletter- marketing email list.
  
  We would also like to thank you for being a customer of 310, know that we are always looking for ways to better our service and your feedback is an invaluable part of that process.
  
  Please let us know if there is anything else we can assist you.
  
  Kind Regards,
  310 Nutrition

  Customer response

  05/09/2024

   
  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

  03/12/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Order# ******* was processed 3/12 and is a reoccurring order, I had sent notice via email and chat over a month ago that I wanted to cancel my reoccurring order. It is very frustrating that they don't offer an option to cancel online or send notice of an upcoming reoccurring order. This is the second time this has happened to me since having a subscription. The last time, I just kept the order since they do not offer refunds unless I paid shipping both ways. I would like my reoccurring order canceled. I will return the items for a refund once I receive them, but I shouldn't have to pay shipping for cancellation that wasn't processed or me not being able to get into the website because it does not send the code needed to my inbox or spam

  

  Business response

  03/12/2024

  Hi *****,
  
  We hope this response finds you well. This is ****, one of the Manager at 310 Nutrition Customer Service.
  
  We are writing in reference to your March 12, 2024 subscription order with us under OID number *******.
  
  We had carefully review your account as well as all your communication with us regarding your subscription for the Meal Replacement Shakes and we are unable to pull up any contact history requesting for cancellation of your subscription aside from a few number of communications requesting for assistance in applying discount codes to your existing subscription.
  
  Our system shows that you had subscribed to our Shakes under every 30 days shipment frequency. We have the footprints showing that last January 12, 2024 you were able to successfully log in online and SKIPPED your order shipment for February hence the next shipment for March 12 was processed. Please see attached screenshot.
  
  We were able to stop the shipment and cancelled the recent order with OID *******. Refund should be posted back to your payment source within the next 3-5 business days or sooner.
  
  We also understand that you wanted to cancel your subscription, we went ahead and proceed cancelling all your subscription and rest assured that there will be no further shipments will be processed from your account. You should receive an email confirming the cancellation.
  
  We would also like to thank you for being a customer of 310 for the past 1 year, know that we are always looking for ways to better our service and your feedback is an invaluable part of that process. 
  
  Please let us know if there is anything else we can assist you.
  
  Kind Regards,
  310 Nutrition

• Initial Complaint

  03/07/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I had a subscription and tried to cancel bc their system wasnt working. It said I didnt have an active subscription, but the product came December 29, 2023. I asked to return it and they said theyd send me a return label, which it didnt come for several days. ** I didnt get it, I filed a dispute with my credit card. I also sent the product back by doing return to sender since I didnt open the package. They fought the dispute with the credit card company and won but now theyre saying they cant give me a return until they hear from the credit card company even though I sent them the letter I received showing the dispute has been closed. This could take up to 30 days even though they verified they received the return product on January 15,2024. I just want my money back for a product I didnt use and tried proactively cancel bf hand. The company has been incredibly difficult to reach too.

  

  Business response

  03/07/2024

  Hi *****,
  
  We hope this response finds you well. This is ****, **************** Manager at ******************** ****************** Team.
  
  We are writing in reference to your December 27, 2023 subscription order with us under OID number 3828943.
  
  We perfectly understand that you would like to receive a refund from this order. It appears that you had already filed a dispute/chargeback with your bank. During the bank dispute process, we are unable to process any refund from our end even if we have already received the returned item.
  
  The merchant, which is 310 Nutrition will ONLY be able to process a refund if you will lift the dispute/chargeback with your bank OR once your bank/credit card issuer has made the decision from the chargeback filed. Once this is done, kindly notify us immediately so we can perform the necessary credit back to your account. 
  
  Per bank process, a provisional credit should have already been issued by your card issuer while there is an ongoing bank dispute.
  
  During a card chargeback process, the card issuer or bank takes the disputed amount immediately from the merchant/seller. The cardholder's bank also takes a chargeback fee from the merchant in line with the process. Please see transactions below:
  
  Dec, 27, 2023 - A $59.48 USD payment was processed using a Mastercard ending in 7039 via Shop Pay.
  January 03, 2024 Chargeback was received by 310 Nutrition
  January 04, 2024 - $74.48 USD was deducted from 310 Nutrition because of a chargeback. (this includes the bank dispute fees that were charged to us by your bank)
  
  Please be advised that we tried processing the refund from our end upon receipt of the returned product however we are unable to do so because of the ongoing bank dispute. Please see attachment.
  
  You may contact your bank to confirm this since they are perfectly aware of the whole chargeback process.
  
  We hope this sets a clearer expectation regarding your refund and we apologize for any inconvenience this has caused you.
  
  We would like to confirm that your subscription has already been cancelled and rest assured that there will be no further shipments will be processed from your account.
  
  Kind Regards,
  310 Nutrition

  Customer response

  03/08/2024

   
  Complaint: 21401709
  
  I am rejecting this response because: I have received a letter from my bank which is attached here and Ive already sent saying the charge has been reversed. See attached. Again this was you system malfunctioning that preventing me from being able to cancel in the first place.I should not have this much inconvenience to get my money back. Plus you have the product back. I should not have to continue to wait! 
  
  Sincerely,
  
  ***************************

  

  Business response

  03/08/2024

  Hi *****,
  
  Thank you for the quick revert on this communication. We appreciate you forwarding us a copy of your bank's decision. We acknowledged that they have closed the investigation and has reversed the provisional credit, the exact process might involve several steps and depend on the payment processor, bank, and card network policies which is the same reason why we have not received the $74.48 USD amount they have taken from us including the chargeback fees they charged us when you have filed the bank dispute.
  
  We made another attempt to refund the order again today, but we are still unable to do so- Please see the attachment on this response.
  
  Since this technicalities of the chargeback process *** take longer, and even if we have not received the credit amount they have taken from us, we will go ahead and proceed refunding you the order amount of $59.48 via check which will be sent to your registered shipping address. Just to make sure we are sending it to the correct address, we are kindly asking for you to respond back to this complaint with your complete shipping address and we will go ahead and send you the check immediately.
  
  We are looking forward to hear back from you as we also want to be able to resolve your concern and save you from further inconvenience with this back and forth communication.
  
  Thank you for your patience and understanding.
  
  Kind Regards,
  310 Nutrition

  Customer response

  03/08/2024

   
  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,
  
  ***************************

  This is my billing address: ***********************************************************************************

• Initial Complaint

  02/21/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I subscribed to a recurring delivery of products from 310 Nutrition. There is NO WAY to cancel the subscription on line using their website. They advise you to email them for customer service. May 15, 2023 I emailed to request my subscription be cancelled. Then to my dismay I received an email in January **** telling me my recurring subscription had been processed. I again tried to cancel on their website and there is no way to do that. Again, I emailed them to cancel and advised them I had cancelled months ago. They conveniently did not respond to my email until after the item shipped. They then stated they could not locate my email from May. I sent them a copy of my email from May 2023. They did not acknowledge the receipt of this proof I provided them. They then offered my a small discount to keep the item or stated I could return it within 30 days but had to pay for return shipping.

  

  Business response

  02/21/2024

  Hi ********,
  
  We hope this response finds you well. This is ****, one of the Supervisor at 310 Nutrition Customer Service.
  
  We are writing in reference to the subscription orders as well as your subscription account status.
  
  We had carefully review your account as well as all your communication with us regarding your subscription. 
  
  Our record shows that we were only able to receive email from your email address ************************* last January 31, ****. We tried using all indicators to search for the email you sent last May 15, 2023 but failed to find any. Although we understand that this may be an issue from our end and we also acknowledge and appreciate that you have forwarded us a copy of your cancellation request last May 15, 2023. 
  
  We take full accountability on any shortcoming from our end and will definitely use this to better our service.
  
  Since the cancellation request was sent May 15, 2023 - we went ahead and initiated the refunds to the two orders processed after May 2023.
  
  3755589 - September 18, 2023 - $44.48
  3856508 - January 31, **** - $44.48
  
  Refunds for both orders should be posted back to your account within the next 3-5 business days or sooner.
  
  Since both orders has been delivered, we can no longer cancel the order. You may just keep the order as we do not want to hassle you further in returning it.
  
  We would also like to confirm that your subscription has been fully cancelled and you will no longer receive any further shipments.
  
  We would also like to thank you for being a customer of 310 for the past 4 years, know that we are always looking for ways to better our service and your feedback is an invaluable part of that process.
  
  Please let us know if there is anything else we can assist you.
  
  Kind Regards,
  310 Nutrition

  Customer response

  02/21/2024

   
  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

  02/20/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I can log into the main part of my account, but it won't let me have access to my subscription without a code. The site tells me they've sent it to bith my phone and email, but nothing with a code is popping up on my end. I don't even have direct access to payment options either. This is not professional. I would like to cancel everything in my account before another purchase happens and I would like to delete my account

  

  Business response

  02/20/2024

  Hi ******,
  
  We hope this response finds you well. This is ****, one of the Supervisor at 310 Nutrition Customer Service. 
  
  We understand that you have concerns in accessing your Subscription. We recently switched portal for the subscription account of our customers to provide improved/better user experience in managing their subscription online. Although we hear you with your difficulties in receiving the unique access code to successfully log in online. By any chance, have you already checked your spam or junk folder? We also suggest to try accessing your account online using a desktop or laptop, at least just for this time, then once you are able to successfully receive the code and log in then you can resume using your mobile phone moving forward. Just in case, this is the link to access our new subscription online account platform ********************************************************
  
  We take full accountability on any shortcomings from our end and will definitely use this to better our service.
  
  As for your subscription - we would like to confirm that our system shows that your subscription has been cancelled since June 24, 2023 under ticket # ******. I have also attached a screenshot of the email confirmation/communication we had last June 24 when we had confirmed the cancellation.
  
  The last order processed from your account was last June 23, 2023.
  
  We would also like to thank you for being a customer of 310 for the past 3 years and for trusting our products, know that we are always looking for ways to better our service and your feedback is an invaluable part of that process.
  
  Please let us know if there is anything else we can assist you.
  
  Kind Regards,

• Initial Complaint

  01/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I had three subscriptions that I knew were going to renew on January 1. I knew I didnt have the money to pay for them so I logged into the website to delay my subscriptions. The website said I had no active subscriptions so I thought they had all been cancelled and I had nothing to worry about. January 1st I had three emails saying I was charged and that the orders were processing. I emailed customer service five times that week and did not receive a response. I waned to stop the shipments before they went out but no response. I was hoping I could send the product back once it did ship and reached out again with no response. I tried calling twice but the wait was too long. I got an email from them 24 hours after I hung up the phone asking what my issue was that I called about. I responded to that email and attached all my previous emails. Still no response. Emailed again asking for a response. Nothing back. I also requested all my subscriptions be cancelled. Again, no response. Their customer service is lacking and it makes me upset because Ive been using the company for over two years and it had always been a positive experience. A total of $142.81 was taken from me which I had needed to pay rent. I was out of work for part of December due to an emergency surgery and did not have the money for this which is why I tried to delay. At this point I just want to know that my subscriptions are cancelled so I dont have to deal with this company again.

  

  Business response

  01/22/2024

  Hi ******,
  
  We hope this response finds you well. This is ****, one of the Supervisor at 310 Nutrition Customer Service.
  
  We are writing in reference to your recent orders last January 01, 2024.
  
  After careful review of your complaint as well as the history of communication you had with us, we would like to apologize if we were unable to attend to your calls on a timely manner. 
  
  Our record shows that you have called us several times on January 1st and January 5th but due to high call volume, we were not able to assist you in the queue. We also acknowledge that issues you had encountered in accessing your online account. We had switched platfrom for our subscription service for an improved service and we are sorry if you did not get the new portal link to access your account.
  
  We take full accountability on any shortcomings from our end and will definitely use this to better our service.
  
  We understand that getting a hold of our customer service team could be frustrating. To compensate for this inconvenience, we went ahead and initiated a refund back to your payment source for the following orders:
  
  3833527 - $38.85
  3833528 - $51.98
  3833533 - $51.98
  
  Refunds for all 3 orders should be posted back to your account within the next 3-5 business days or sooner.
  
  Since these orders has been shipped and appeared to be delivered. You may just keep the orders as we do not want to hassle you further in returning it.
  
  We would also like to confirm that ALL your subscription items has been cancelled and rest assured that no further shipments will be processed unless you placed another order. You are welcome to comeback anytime. 
  
  You should receive email confirmations both on the refunds processed and regarding the subscription cancellation.
  
  We would also like to thank you for being a customer of 310 for the past 2 years and for trusting our products, know that we are always looking for ways to better our service and your feedback is an invaluable part of that process.
  
  
  Please let us know if there is anything else we can assist you.
  
  
  Kind Regards,

  Customer response

  01/23/2024

   
  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.
  

  Thank you so much for your help! I really appreciate the way the company handled the complaint and I will now reconsider coming back for future orders. 
  
  Sincerely,
  
  *********************

• Initial Complaint

  01/19/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I ordered the starter kit for $9.00 got email saying it was gonna be delivered on 1/16 . never received it. I just want the kit so I can at least try it .

  

  Business response

  01/23/2024

  Hi ****,
  
  We hope this response finds you well. This is ****, one of the Supervisor at 310 Nutrition Customer Service.
  
  We are writing in reference to your recent order with OID ******* last January 07, ****. We are sorry to know that you did not receive your order from us.
  
  We have checked on your order status via *** tracking details, it appears that the package has already been delivered Monday, January 22 at 4:08 P.M. at PARCEL LOCKER with tracking number 92748901790555573008069654.
  
  You may also refer to the link for quick reference when tracking your shipment.
  **********************************************************************************************************
  
  Although we understand that you did not receive the order which triggers this communication. We will go ahead and coordinate with our partner carrier (***) to further investigate on the delivered not received package.
  
  In the meantime, please allow us to send you a replacement order. But before we do that, can you please confirm with us your shipping address?
  
  We tried calling you just few minutes ago, however our call was routed to voicemail so we are sending this response to you here in this platform. 
  
  We are looking forward of hearing from you.
  
  Kind Regards,

*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. ↩