Complaintsfor310 Nutrition, LLC

• Initial Complaint

  08/07/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I order some shakes from 310 nutrition and they took out three payment at once one of 45.00 one of 98.00 and one of 109.00. I want my money back

  

  Business response

  08/07/2023

  Hi *****,
  
  We hope this email finds you well. This is ****, one of the Supervisor here at 310 Nutrition ****************.
  
  We are writing in reference to your August 05, 2023 order with us under OID number 3718258.
  
  After careful review, our system shows that the total amount we have charged your payment source for the order you have placed online is $$200.97. We understand that you may be seeing separate charges, it is because you have added some "post upsell" items before you checked out your order but the total amount we have requested from your bank would still sum up to $200.97.
  
  Kindly refer to the screenshot I have attached on this response showing the items you have ordered online and a copy of the invoice for your order. I have also sent you a copy of the invoice to your email.
  
  In line with this concern, we would like to check if you can send us a copy of your bank statement showing the charges on your account so we can see where and why there is a discrepancy on the total amount of your order. Kindly email it to **********************************.
  
  We are looking forward to your response and know that we have every desire to provide satisfaction to each and every customer. 
  
  I'll be waiting for your reply.
  
  Kind Regards,
  310 Nutrition **************** Team

• Initial Complaint

  07/04/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I bought two shakes from 310 nutrition. On their website it says you get to try it if you don't like it you can return it. I called the customer service representative, who gave me an RMA number to return the product. They got it back on June 21st, one representative said usually we wait until we get the product back but I'm going to go ahead and issue your refund back on your Discover card, that never happened. I did call Discover card and filed a dispute. Another representative from 310 nutrition told me they can't give me a refund due to the dispute process, and to call Discover and cancel the dispute. The representative from discover said do not do that. 310 nutrition said they are accepting my dispute because they don't want to give me a refund. Discover Card told me to submit all documentation which I did do, I'll email correspondence my receipts, and they got their product back. But they want me to lift and drop the dispute which I will not do. Discover card issued me a temporary adjustment, and they told me that all three 310 nutrition has to do is issue the refund back to my card and the dispute will be dropped.. but they refuse to do that too.

  

  Business response

  07/04/2023

  Hi *****,
  

  We hope this email finds you well. This is ****, one of the Supervisor here at 310 Nutrition ************************************* Team.
  

  We want to extend our sincerest apologies for any inconvenience from your end in regard to your order concerns with 310 Nutrition.
  

  We perfectly understand that you would like to receive a refund from your recent order. Per previous communication, we are not able to process the refund anymore from our end due to the fact that we have already accepted the dispute you had filed with your bank. We, as merchant was already billed accordingly by your bank for the amount of your order plus applicable fees in relation to chargeback as we have already lost to the bank dispute you have filed with them.
  

  The merchant, which is 310 Nutrition in this case has already notified your bank that we have accepted the chargeback and that your acquiring bank has already debited the funds from 310 Nutrition's account to reimburse you as cardholder for the transaction and to cover the fees for investigating the chargeback.
  

  We would like to assume that your bank is perfectly aware of the whole chargeback process.
  

  Attached to this response are evidences about all our claims as far as your refund and bank dispute is concern (3 attachments). You may present this with your bank so they can expedite crediting back the funds to your account. 
  

  At this point, the funds is no longer with us since we have lost the dispute with your bank and they have already debited the funds from us, we can no longer issue any further refund from our end.
  

  We hope this sets a more clear expectations regarding your concern.
  
  Kind Regards,
  310 Nutrition

  
  

  Customer response

  07/05/2023

   
  Complaint: 20272552
  
  I am rejecting this response because: Discover card stated that all you had to do was refund my money for the product that you got back, and they will close the case. So far I had a representative tell me to call Discover and ask them to lift the dispute in order to give me a refund and I have all the email correspondence from yesterday and the day before yesterday. I would be stupid to lift the dispute. They told me it would be very simple Discover Card did., You issue the refund back on the Discover card, and once you do that, discover then we'll contact me that you the merchant have refunded my money back and they will close the case. But because you refuse to give me a refund I'm leaving the dispute open. I'm also supplying them with more information with the wishy-washy customer service that I received. One customer service agent told me that even though the product is not been returned to the warehouse yet she was going to issue my refund immediately. I knew that not to be true so that is why I got Discover Card involved. Issue my refund back on my card it's that simple. But since you refuse to do that it's looking very good in my favor.
  
  Sincerely,
  
  *************************

  

  Business response

  07/07/2023

  Hi *****,
  

  We appreciate your time in sending us your sentiments in response to our explanation.
  

  Please understand that per bank process, a provisional credit should have been issued by your card issuer from the time you had filed a dispute with them.
  

  A provisional credit is when a credit card temporarily gives you the money back while they investigate a dispute.
  This becomes permanent if bank or credit card issuer has won the chargeback case.
  

  If the dispute is resolved in your favor, which in this case 310 Nutrition has lost the case, your bank should be permanently crediting back the funds back to your account.
  

  As discussed on our initial reply, in your case, your chargeback has been completed and approved and your ************* has already collected and debited the funds from us including the chargeback fees in connection to the bank dispute investigation. 
  

  Kindly see the itemized details for further reference:
  Order ID: *******
  Order Date: June 15, 2023 at 5:52 am
  Returned item date: Delivered to Warehouse June 21, 2023 via FedEx
  Chargeback filed date to bank: June 20, 2023
  Chargeback debit date and paid to discover: June 20, 2023
  

  As much as we want to resolve and put an end on your back and forth inconvenience, our hands are now tied as we have already lost the chargeback case and credit is now due to be processed by your bank and no longer from our end.

  Kind Regards,
  310 Nutrition **************** Team
  

• Initial Complaint

  06/23/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  Yesterday, June 21, I received an email confirmation that my subscription order had been processed. Ok, I was expecting that. $112.48. Then, I immediately receive a second email stating the same thing, but with a different order number. I was also charged $112.48 for this duplicate order. This is not ok, as I only have one subscription plan. I reached out to the company right away alerting them to their error and to convey I expected a prompt refund. Several hours later, I get 2 more emails stating my orders have shipped. I finally heard back from a CSR this afternoon, only to be told it's too late to stop shipment, and if I wanted to send any of the items back under their 30 day guarantee, it would have to be at my expense. No. Absolutely not. This is a company error and they need to resolve it. They have a glitch in their system, or this is outright fraud. I did not order 2 of the same subscriptions. Atrocious attempt at resolution.

  

  Business response

  06/26/2023

  Hi ******,

  
  We want to extend our sincerest apologies for any inconvenience from your end in regard to your order concerns with 310 Nutrition.

  
  At 310 Nutrition, we pride ourselves on giving our 100% every day to ensure that our customers needs are being met. We apologize that your experience did not reflect that.
  We understand your dissatisfaction with our Subscribe & Save program and please know that we value your feedback and will use it to improve our services.

  
  Our system shows that there were two orders processed on your account last June 21st and we are currently investigating the reason the duplicate order occurred. While we do this, we have already refunded the duplicate order with OID #******* back to your payment source for the amount of $112.48. You should this reflecting back to your account within the next 3-5 business days or sooner.

  
  Since we could no longer stop the shipment, we will go ahead and just issue you a Return Shipping Label so you can return the duplicate order back to us at no cost on shipping it back.

  
  As of the original order with OID #*******, should you opt to proceed with the Return process for this original order, kindly let us know so we could also issue you another Return Shipping once the items are delivered.

  
  We would also like to thank you for trying out our products and 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 do.

  
  

  Kind Regards,
  310 Nutrition

  Customer response

  06/28/2023

   
  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

  06/14/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I have been trying to contact 310 through chat and email for a refund of products I purchased within the 30 day money back guarantee. I had side effects taking these products and my doctor advised against them. I keep getting kicked off of their chat being told I left the chat. If I switch my question to anything else besides I want to cancel my subscription and obtain a refund they help me right away. If I say refund or cancel I get stuck for hours in queue and then kicked out. I then get sent an email stating I left the chat. I cannot get them to help me. I want a refund for 2 shakes, 1 red superfoods & the collagen along with cancelling my 30 day subscription. I've even provided them numerous times with my order number and I get kicked off the chat. Please give me a refund and let me return these items! There are ingredients in their products both my PCP and my Endocrinologist stated are unsafe to take that have given me side effects. Sounds to me they don't want to hear it. I tried letting them know on ******** Chat and they quickly blocked me there as well. It was order #******* for $147.46 ordered on 6-2-23.

  

  Business response

  06/14/2023

  Hi ********,

  
  We want to extend our sincerest apologies for the delay on our responses to your communication with ** concerning your order with 310 Nutrition.

  
  At 310 Nutrition, we pride ourselves on giving our 100% every day to ensure that our customers needs are being met. We apologize that your experience did not reflect that.

  
  Our system shows that your order with OID# ******* which was processed June 02, 2023 amounting to $147.46 is still within our 30 days money back guarantee period. Hence, you can still return the order to us for a full refund.

  
  We don't normally shoulder the shipping cost for our MBG returns but we would like to extend the courtesy to you and went ahead and requested for a pre-paid return shipping label so you can return your order to us without paying for the return shipping fee.

  
  Please expect the Return Label to be sent to your email within the next 1-2 business days. It will be sent to the same email address linked to your order.
  Please note that the Return Label has an expiration date of 48 hours from the date email was sent.

  
  As for your subscription, we have gone ahead and cancelled all the subscription items on your account and rest assured there will be no future shipments will be sent for the subscription items.
  You should also be receiving an email confirming the cancellation.

  
  We would also like to thank you for trying out our products and 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 do.

  
  Kind Regards,
  310 Nutrition

  Customer response

  06/21/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

  I have also received a full refund and customer service even followed up with me to make sure. 
  
  Sincerely,
  
  *********************

• Initial Complaint

  03/13/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  2-28-23 Purchased items and when they were delivered there was bugs in the box. I asked for a return label and twice they have said it would be sent with in two days. I never received the return label for a refund.

  

  Business response

  04/27/2023

  Hi *****,
  
  We want to extend our sincerest apologies for the delay on our response to your order concerns with 310 Nutrition.
  
  At 310 Nutrition, we pride ourselves on giving our 100% every day to ensure that our customers needs are being met. We apologize that your experience did not reflect that. 
  
  Our system shows that your order with OID# ******* (which is the only order in your account) has been refunded last March 13, 2023 for the amount of $113.40 with refund confirmation number 82305093073000004854565.
  
  The amount should have already reflected back to your payment source account and you should be able to receive an refund confirmation email as well.
  
  As for the return label, we have sent the prepaid return label to your email address last March 14, 2023. It may have gone to your junk or spam folder if it's not in your inbox. In line with this, we would like to inform you that you no longer need to return the items to ** and you may just keep it as we have already processed the refund for this order.
  
  Please let ** know if you have not received the refund we have processed so we could coordinate this with your issuing bank.
  
  We are always looking for ways to better our service, and your feedback is an invaluable part of that process.
  
  Please let ** know if there is anything else we can do.
  
  Kind Regards,
  310 Nutrition
  
  

• Initial Complaint

  03/01/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  310 Nutrition allows for subscription services for their supplements via online enrollment but even when I have tried to cancel or delay enrollment, I was still deducted from my bank account without any advanced notice for a delivery. I changed auto subscription several months in advance because they kept sending me hydration waters and deducting my account every month. I tried calling but there was no answer and finally after emailing them they only offered a percentage of a refund. Their consumer business model truly seems to be robbing people. I now have years of these delivered hydration water products that I have been delaying but keep getting. What's worse is that although I delayed for at least a year in advance, I kept getting deliveries and they ignored the request to suspend monthly deduction of my account and delivery. I finally got an email answer after sending an upset email. I don't have any confirmation that they will delete my payment information or account. At the very least this company should be flagged for consumer warning and honestly unethical business practice. At worst. They only allow for easy bank subscription but do not allow to remove bank debit authorization. I suspect major fraud and probably many other consumer violations.

  

  Business response

  04/27/2023

  Hi ******,
  
  We want to extend our sincerest apologies for the delay on our response to your order concerns with 310 Nutrition.
  
  At 310 Nutrition, we pride ourselves on giving our 100% every day to ensure that our customers needs are being met. We apologize that your experience did not reflect that. 
  
  We understand that you have requested to cancel your subscription with us and we would like to confirm that it has been cancelled.
  
  As for the two recent orders processed from your account last February 28, 2023. We have gone ahead and processed the remaining of the refund amount back to your payment source account.
  
  We will be sending you a separate email with the breakdown of the refund for the last two orders but rest assured that both orders has now been fully refunded.
  
  We would also like to thank you for being part of 310 Nutrition for over 2 years and 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 do.
  
  Kind Regards,
  310 Nutrition
  
  

  Customer response

  04/27/2023

   
  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

  02/17/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased 2 of their nutrition shakes and do not like the taste of them - i have been trying to initiate a refund from them to which I am getting no response - they do offer a money back guarantee with in so many days and now I feel they are ignoring my request for the *** from them until the 30 days has expired.

  

  Business response

  04/27/2023

  Hi *******,
  
  We want to extend our sincerest apologies for the delay in our response to your order concerns with 310 Nutrition.
  
  At 310 Nutrition, we pride ourselves on giving our 100% every day to ensure that our customers needs are being met. We apologize that your experience did not reflect that. 
  
  We understand your dissatisfaction with our MBG and Return process and please know that we value your feedback and will use it to improve our services.
  
  Our system shows that the items you have returned has been received in our warehouse and this is to confirm that the refund has also been processed back to your payment source account last February 21, 2023 for a total amount of $74.98.
  
  We would also like to thank you for trying out our products and know that we are always looking for ways to better our service, and your feedback is an invaluable part of that process.
  
  Please let ** know if there is anything else we can do.
  
  Kind Regards,
  310 Nutrition
  
  

• Initial Complaint

  11/15/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  11/08/22 Paid around 15$ for the sample packs I wanted to try this company, but what I ordered. Never showed up. The initiated a refund witch I have not gotten yet. Be warned,this company is a scam!!!! I just want to lose weight and none of these internet companies ALWAYS S**** ME! I really wanted that trial pack I am going to go to every web site and share my information so nobody else gets scammed this company!!!

  

  Business response

  11/30/2022

  Hello ****, 

  Thank you for reaching out to us with your concerns! 
  
  Your order was marked delivered to the following address: 
  
  ***********************, **********************************************************************************

  I understand that you did not receive it so we processed a refund for you on November 15th in the amount of $14.98, the full order value. It can take up to 10 business days for refunds to hit your account, depending on your banks' policies. With the holiday it is possible that refund would just now be hitting your account. Please let me know if you still have not received your refund and I can assist further. 

  Thank you again for your feedback and my apologies for any inconvenience! 

  Customer response

  12/01/2022

   
  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

  03/02/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  You guys sent me a $10 gift card. And im trying to purchase more of the tea but it wont let me use the gift card

  

  Business response

  07/14/2022

  Business Response /* (1000, 6, 2022/03/02) */ Hi *******, Thank you for taking the time to make us aware of this issue. I am so sorry for the inconvenience here. I can absolutely look into this for you and get you that $10 gift card. Can you please confirm your email address for me to start? I look forward to hearing back from you! -Jessica-**** 310 Nutrition

• Initial Complaint

  01/20/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  ORDER #******* Totaled 273.70. I immediately contacted the company asking for an RMA label to return the whole order. The whole order was returned and they signed for it on Tuesday January 18th 2022. There return policy states a full refund can be returned if it's returned within 30 days. It also states not multiple packages of the same type can be returned. I didn't order multiple packages of the same type. I did order different flavors. Same type and different flavors are a big difference! One serving of each was gone. They refunded me 146.98 in total. I should have received a full refund.

  

  Business response

  06/29/2022

  Business Response /* (1000, 6, 2022/01/20) */ Hi ******, Thank you for reaching out to let us know about this. My name is Jessica***** and I am the Head of Customer Service for 310 Nutrition and will be able to help you with this.I have reviewed this return personally as I want to get to the bottom of this as soon as possible. I have listed below what we did receive back and have refunded you for as well as the products that we did not receive back from your order. Please see below! Did you ship all of the items back in the same box? Can you provide me with some more information on how you returned these? DID NOT RECEIVE RETURNED & HAS NOT BEEN REFUNDED: 310 Reds- Black Cherry 310 Organic Vanilla Cake Shake 310 Organic Chocolate Icing Cake 310 Lemonade Kiwi Strawberry 310 Metaboost RECEIVED & REFUNDED: 310 Lemonade- Watermelon: $19.49 310 Thin: $22.99 310 Peach Tea: $15.00 310 Hydrate Variety Box: $24.50 310 Apple Banana Greens: $25.00 310 Peppermint Swirl FREE: $0.00 310 S'mores Shake: $20.00 310 Mocha Shake: $20.00 =$146.98 Consumer Response /* (3000, 8, 2022/01/21) */ (The consumer indicated he/she DID NOT accept the response from the business.) This is a copy and paste response from a chat... over course. Not sure they even have real people working there. Correct I returned everything in the order and can confirm that. I can also confirm the package was signed for by your employee and I can provide you imaging of how the box was sent and received. The FedEx tracking showed when it was sent it weighed 9 pounds the Usps receipt provided to you with tracking shows the return weight was 8 pounds 10.8 oz. You claiming 2 bags of shake mix (well over a pound) a canister of powder bottle of pills and box of sachets are all missing would weigh way more then the the 4.2oz. I provided you this information and sent pictures and have yet to receive any response. I have provided all info they've requested. I have asked for additional proof of the condition of the box and such and of course they fail to provide it. But "Jessica" aka a robot probably was going to "search" Business Response /* (4000, 10, 2022/01/27) */ Hi ******, I assure you that I am not a robot. The only reason I copy and pasted the information over was to ensure that it was accurate and reflected the same information we discussed via our chat. We have refunded you in full for this order and have provided as much information as possible to you regarding this issue. I do understand that things can happen during transit and apologize for the inconvenience. I have researched this issue and have notified my team of the status and details as well. Have you seen that refund hit your account yet? If there is anything else I can do to assist you, please let me know.

*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. ↩