Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:09/22/2023

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Withdrew money day I ordered Shipped after that day - tracking keeps adding a day to the delivery every time I go and try to track- It states its in the town that it should be delivered for the last week and there is no delivery day ! The company is very unresponsive - I think its a scam - reviews state they are unable to get a refund for the product which they claim they will refund if you are not satisfied. I dont know if I like the product because I have never received it but they have my hundred dollars!!

  Business Response

  Date: 09/22/2023

  Hi *****,

  Thank you for reaching out to us via the BBB website. We are truly sorry to hear about the issues you've been experiencing with your order. We certainly understand your frustration and concern, and we want to assure you that we take your situation seriously.
  
  The tracking and delivery issues you've described are certainly not the experience we want for our customers. We sincerely apologize for any inconvenience this has caused you.
  
  Please be aware that the parcel has been transferred from *** to **** for final delivery. As **** has yet to scan the parcel with their system the *** delivery estimate isn't able to update properly. However, please rest assured that we are committed to ensuring that you either receive your order or receive a full refund.
  
  Our customer support team has been responding to your messages, and they are actively working to resolve this matter for you. They have already initiated steps to confirm with you if you'd prefer a refund or reshipment of the order at this point as we would have expected **** to scan the parcel after transfer from *** by now. Sadly, they have not done so and as a third-party we have no access to their system or workers ourselves.
  

  
  Your satisfaction is important to us, and we will do everything we can to make this right for you. Please respond here or to the email our support team has sent you earlier this morning with your preference and we'll certainly continue to assist.
  
  Once again, we apologize for the inconvenience you've experienced, and we appreciate your patience as we work to resolve this matter.
  
  Sincerely,
  *******
  Customer Happiness Team
  **********************
  

• Initial Complaint

  Date:09/11/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Purchased 3 bottles of the product for $120. The list all the benefits to stop menopausal issues. Took for 30 days saw no benefits. Called company to get refund and send unused product back. They refused saying I needed to take it for the whole 90 days. So I did. Actually gained weight which is contrary to their claim of loosing menopause weight. Hot flashes got worse. Wrote to them to get a refund and was told that because it was over 90 days it was outside the policy for a return. The fact that they make you wait 90 days to take all the product and then its only a 90 day return window is insane. They do that on purpose. Im order to keep people from getting a refund on a product that is ineffective. Continue to ask for a refund and get told no. So I came here to try to get some resolution. I acted in good faith following their instructions, and they are acting unethically and in bad faith.

  Business Response

  Date: 09/12/2023

  Hi *******,

  Thank you for reaching out via BBB's website. We sincerely apologize for any frustration you've experienced, and we understand your disappointment. We want to address your concerns as transparently as possible.
  
  Our money-back guarantee period for one-time purchases, such as yours, is 90 days from the date of delivery, and it's designed to allow customers to thoroughly evaluate our products. On average, customers notice results within 6-8 weeks. This period is well within the 90-day money-back guarantee period.

  The information you cite about giving the product 90-days is ONLY for our subscribers who receive a 180-day money-back guarantee with their subscription purchase.This is clearly labeled on our website.
  

  We see that your purchase was made in March 2023, and your money-back guarantee period ended in June 2023. We did not receive any contact from you regarding a refund request until July 2023, which was already outside the specified guarantee period.
  
  Additionally, our customer support operates primarily through email and live chat. We understand that you have attempted to request a refund through PayPal, but their decision was in our favor as you were outside of the 90-day period granted to you by weeks.
  
  We genuinely wish we could accommodate your request, but we must adhere to the policy terms and timelines granted by your purchase. We apologize for any inconvenience this may have caused and appreciate your understanding. We wish you all the best on your journey forward and hope you find the best solution to meet your body's requirements and your goals.
  
  Sincerely,
  *******
  Customer Happiness Team
  **********************
  

• Initial Complaint

  Date:08/31/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  ORDER #BB2955469 I have sent 5 emails trying to get them to give me a refund. I wasnt able to use either bottles and I never opened them. They claim to have a 90 day return policy.

  Business Response

  Date: 09/01/2023

  Hi ********,

  Thank you for reaching out and we're sorry to hear that you didn't see our agent's replies requesting more information about why you wanted to return your purchase.

  We are sorry to hear that you aren't able to use our products.

  Please find attached a pre-paid return label. Use it to return the unopened unused bottles. Once received, a refund will be processed for the purchase. We wish you all the best on your *************** and we apologize for any inconvenience that *** have been caused.
  
  Sincerely,
  *******
  Customer Happiness Team
  **********************
  

  Business Response

  Date: 09/08/2023

  Hi *******,

  Thank you for your patience. We wanted to confirm that your return has been received and a refund has been issued for your order BB2955469.

  You should see the refund on your account within the original payment method's normal processing times.

  Should you have any questions or need support please don't hesitate to reach out.
  Have a healthy week ahead!
  
  Sincerely,
  *******
  Customer Happiness Team
  **********************
  
  

• Initial Complaint

  Date:08/17/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  PRODUCT DID not work as advertised. Also falsely charged me for 3 months worth when I only wanted one month. I had to cancel credit card. I reached out to them. They refused to cancel and wanted to force me to send me the third month. Unethical company.

  Business Response

  Date: 08/18/2023

  Hi *******,

  Thank you for reaching out to us via BBB. We want to begin by expressing our sincere apologies for the frustration and inconvenience you've experienced with our product and the overall customer experience. Your feedback is invaluable to us, and we take your concerns very seriously.
  We're truly sorry to hear that your experience did not meet your expectations and that there were discrepancies with your subscription. It's deeply disappointing to know that you felt forced into a contract and that our customer service fell short of providing the assistance you needed during this process.
  
  Please allow us to rectify this situation for you. We've made sure that your subscription has been promptly canceled, and as per our 180-day money-back guarantee policy for subscription orders, we are processing a refund for the charges related to the subscription orders.
  
  We genuinely apologize for the frustration this situation has caused you. It's clear that we have areas to improve, especially in terms of customer support. Your feedback highlights areas where we can make meaningful changes to ensure a more ethical and customer-centric experience moving forward.
  
  If there's anything else you'd like to discuss or if you have any additional concerns, please don't hesitate to let us know. Your satisfaction and trust are of utmost importance to us, and we're committed to learning from this experience and making the necessary adjustments.
  
  Thank you for bringing this to our attention.We wish you all the best on your journey forward.
  
  Sincerely,
  Customer Happiness Team
  **********************
  

• Initial Complaint

  Date:08/09/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was promised a full refund if the product did not work.

  Business Response

  Date: 08/11/2023

  HI there,

  Thank you for reaching out to us via BBB's interface. We apologize for any confusion or frustration you may have experienced. Our intention is to provide excellent customer service and honor our refund policy as outlined. We appreciate you giving our products the full 90-days as required by your subscription agreement before a refund can be processed.
  

  We're sorry to hear that the product didn't meet your expectations.

  Rest assured, your refund request has been processed according to our 180-day money-back guarantee for subscriptions and our 90-day money-back guarantee for the one-time purchase added onto your initial subscription's purchase. You should have already received 3 notifications in your inbox regarding the refunds.
  

  Your satisfaction is important to us, and we appreciate your feedback. If you have any questions or concerns, please don't hesitate to reach out to our customer service team.
  We wish you all the best on your journey, and we hope you find the solution that best suit your needs.
  
  Sincerely,
  *******
  Customer Happiness Team
  **********************
  

• Initial Complaint

  Date:08/07/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am seeking a refund because Better Body ** claimed Provitalize would help menopausal women in their Instagram ads. I purchased via Amazon and Amazon wont refund the money. So I am here trying to get a refund. I cannot afford to waste money like this. After taking as suggested I did not get any relief nor any results that were advertised.

  Business Response

  Date: 08/08/2023

  Hi There,

  Thank you for reaching out and we're sorry to hear that you didn't notice expected results within the first bottle and that Amazon would not process the refund for you.

  We certainly understand that individual results vary. On average, customers notice results within 6-8 weeks of continued use.

  Please rest assured that we've processed a refund for the order for you. You should shortly receive a notification from Amazon confirming the refund if you have not already.

  Please do not hesitate to reach out to our team should you require further support or have any questions.
  We wish you all the best on your ***************.
  
  Sincerely,
  *******
  Customer Happiness Team
  **********************
  

  Customer Answer

  Date: 08/08/2023

   
  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. 

  If they do indeed keep their word and send the refund. 

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

• Initial Complaint

  Date:08/01/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased one bottle of Provitalize. After no result after 30 days contacted the company. Their agent suggested I continue for another 60 days, as that was the optimal time to see results.I did so, and actually gained weight. I contacted the company several times(on their web site for complaints and e-mails).I finally got notified that the the additional $98 was not refundable,only the first purchase. I don't think this is what is meant by" Money Back Guarantee ".

  Business Response

  Date: 08/02/2023

  Hi There,
  
  Thank you for taking the time to share your experience with us. We're truly sorry that Provitalize didn't meet your expectations. We understand that individual responses to supplements can vary, and we always want our customers to feel supported in their journey.
  
  On average, customers begin to notice results within 6-8 weeks of consistent use. The first bottle may act as an adjustment/detox period for the body as it adapts to the new probiotic strains.
  
  Regarding the refund, we apologize for any confusion. We did process a refund for your March 28th purchase as the refund request fell within the 90-day money-back guarantee period, and we're glad we could assist with that. You had request a refund for that purchase on May 9th before you purchased the second order.
  
  However, as for the second purchase made on May 9th, we must adhere to the terms of our money-back guarantee policy, which states that only the initial purchase of a product is eligible for the 90-day guarantee. Unfortunately, the money-back guarantee ended on June 28, ************************************************************* mid-July 2023 after the 90-day period had expired.
  
  We truly wish we could have met your expectations with both purchases. Please know that our team is always here to provide assistance and answer any questions you may have.
  
  We genuinely appreciate your feedback and will take it into consideration as we continue to improve our products and services.
  Wishing you all the best on your journey.

  
  Sincerely,
  *******
  Customer Happiness Team
  **********************
  

  Customer Answer

  Date: 08/02/2023

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

• Initial Complaint

  Date:07/31/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Beginning February *************************************************************************************************** April I realized the product was not working for me as guaranteed. I immediately notified the company asking to cancel but they would not. Via chat service, they insisted I had to continue purchasing for three months. Meanwhile they strongly encourage me to keep trying as the product is covered by a 100 percent 180 day guarantee. Several times following I continue to try to cancel to no avail. I have NEVER had a problem with auto ship and to this I was blind sided. Finally once again I reached out to the company immediately after the third purchase of auto ship asking for my full refund and instead they gave me a refund for 2 bottles. This is clearly a scam!! Upon their follow up they informed me my first purchase was a one time purchase therefore regrettably only covered by a 90 day guarantee and the two buy one get one I purchased in March was the same thing, a one time purchase. They do say they will return my money for the last bottle I purchased but that still puts me out a total of $82.00 because of their shrewd business practice.. I am seeking a full refund because I contacted and discussed fully that the product wasnt working immediately within the 90 days. * If this is the way theyre going to practice their business then they should make it clear, in red writing what youre getting yourself into with a check mark *** that you understand.

  Business Response

  Date: 08/01/2023

  Hi there,

  We are truly sorry to hear about the frustrations you've experienced with your recent purchases. Please accept our sincere apologies for any confusion or inconvenience caused.
  
  Our team takes customer satisfaction very seriously, and we always strive to provide the best possible service. We've looked into your case, and we understand the concern you've raised regarding the refunds and your subscription for 1 Provitalize each month.
  
  All subscriptions have a 3 month commitment period as stated in our autoship policy. Please rest assured that our team has canceled your subscription, and have processed refunds for the bottles that were a part of your subscription.
  
  Regarding the one-time purchase of two bottles in March, this was not part of your subscription and was not eligible for inclusion under the subscription's 180-day guarantee. When you purchased these bottles in March, they were billed as a one-time purchase with no recurring charges.

  Our 180-day money-back guarantee applies only to the recurring items under the subscription.
  
  We apologize if the March purchase's one-time offer was not clearly communicated as being limited under the one-time policy during your purchase, and we appreciate your feedback in this regard. Per our one-time policy, as you had purchased Provitalize in Feb and it had a 90-day money-back guarantee, the 2 bottles from your March purchase were included under it. As you didn't reach out for refunding of the Feb purchase within the 90-day period granted, neither that purchase nor the 2 bottles from March have a redeemable money-back guarantee at this point.
  
  Once again, we sincerely apologize for any inconvenience caused, and we appreciate your understanding. Thank you for giving Provitalize a try, and we wish you the very best on your journey forward.
  
  Sincerely,
  *******
  Customer Happiness Team
  **********************
  

  Customer Answer

  Date: 08/06/2023

  This is exactly what I talked about in the complaint. My first purchase was February, followed by the subscription purchase in March.  At the beginning of April  I felt the product was not working so  I stressed to the company that I was not happy with the product purchased in February, and wanted to stop the subscription and have my money returned

  .  The representative, insisted that because I began a subscription I was obligated to the three monthly subscription  purchases but to not worry because it is fully refundable under the 180 day guarantee.   At that time the representative further encouraged me then to give the product more time because thats what it needs even though on multiple occasions I contacted them telling them this.
  The company is scamming the public because once the time has passed it separates with words such as one time purchases with  90 day guarantee, and 180 day for the subscription purchased.  But youre already locked into the three subscription phase and will not be released no matter what.  
  I want my full refund as promised!

  As well I didnt yet get my refund for the last bottle of the subscription purchase only for 2 bottles.  

  Customer Answer

  Date: 08/07/2023

   
  Complaint: 20392533
  
  I am rejecting this response because:

  This is exactly what I talked about in the complaint. My first purchase was February, followed by the subscription purchase in March.  At the beginning of April  I felt the product was not working so  I stressed to the company that I was not happy with the product purchased in February, and wanted to stop the subscription and have my money returned

   The representative, insisted that because I began a subscription I was obligated to the three monthly subscription  purchases but to not worry because it is fully refundable under the 180 day guarantee.   At that time the representative further encouraged me then to give the product more time because thats what it needs even though on multiple occasions I contacted them telling them this.

  As well I didnt yet get my refund for the last bottle of the subscription purchase only for 2 bottles.  

   

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

  Business Response

  Date: 08/08/2023

  Hi there,

  Thank you for reaching back out.We are sorry to hear that you are rejecting.
  

  Your subscription orders were $41.65 each month. Your subscription has already been refunded in full.
  

  The April and March subscription orders were refunded July 25th.
  The July subscription order was refunded July 27th.

  The one-time orders were NOT refunded as the request for refunding of those were untimely. The one-time order's money-back guarantee began at delivery of the Feb purchase.This includes the Feb purchase and the extra bottles you purchased at a one-time discount in the March order.

  Your messages with our team in March and May only concerned your subscription. You requested refunding of the subscription and one-time purchases at the same time on June 24th. This is past the 90-day guarantee for the Feb purchase.
  

  As such no further refunds will be processed.
  We wish you all the best on your ***************.

  
  Sincerely,
  *******
  Customer Happiness Team
  **********************
  

• Initial Complaint

  Date:07/22/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased previtolize and provitalize from Better Body ** on January 7, 2023. I had 2 transactions - one for $96.00 and one for $79.00. The company advertises a 90 day money back guarantee no questions asked on their website. I contacted the company on three different occasions to request a refund with no response. In July, I posted on one of their ads about my experience and was contacted by the company asking for proof of purchase. They have gone back and forth but to date I have not received a refund.

  Business Response

  Date: 07/23/2023

  Hi ********,

  Thank you for reaching out to Better Body ** via BBB.  We're really sorry to hear about the inconvenience you've experienced. We apologize for any delay in our response and any frustration it may have caused.
  
  We have reviewed our records, and it appears that our email support team received one email from you regarding the refund request within the 90-day period. However, we didn't receive any further confirmation from you at that time, which is why the process wasn't initiated promptly. Please accept our sincere apologies.
  
  Rest assured, we take our 90-day money-back guarantee seriously, and your satisfaction is of utmost importance to us. I have personally escalated your refund request to our team, and they will be processing the refund for you in the coming weeks. You should receive an email from PayPal once the refund is completed.
  
  Thank you for your patience and understanding. We highly value your feedback. If you have any questions or concerns, please don't hesitate to reach out to us directly.

  Once again, we apologize for any inconvenience caused.
  We wish you all the best on your journey forward.
  
  Sincerely,
  *******
  Customer Happiness Team
  **********************
  

• Initial Complaint

  Date:06/26/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I recently purchased the probiotic Provitalize, and after a week, I noticed side effects from the product. I was having joint pain and mild stomach burning. I requested a refund and to return the product. I received a stock email saying I needed to stay with the supplement and could not return the unopen bottle. On their advertising, there is a return option. I wrote back about how might one have this guarantee without people using the product. I am requesting an investigation and to be able to be refunded my costs. I am not seeking anything other than this fair business practice. Respectfully,*****************************

  Business Response

  Date: 06/27/2023

  Hi *******,

  Thank you for reaching out and we're sorry to hear of your symptoms after trying our product for almost a week.

  As mentioned in our agent's response to you via our customer support portal, Provitalize can cause mild side effects in the first few weeks depending on how your individual body responds.

  This is nothing to be concerned over and is temporary.

  To lessen any "uncomfortable" symptoms you may experience while your body adjusts and detoxes you may lower the dose to 1 capsule per day. Provitalize is very potent and the probiotic dose may need to be adjusted for some customers to allow them to adjust/detox at a slower pace as their body is more sensitive. While some customers may adjust the dose back after they adjust/detox, many may choose to stay at the lower dose based on their body's needs. For them, one bottle of 60 capsules would last for 2 months instead of one and they'd see the same results expected at the standard dose.
  

  Overall one week is too early to know if Provitalize works for you or not. On average, customers begin to notice results within 6-8 weeks of use.

  We do understand that you would prefer a refund at this point despite you having a 90-day money-back guarantee with your purchase which would have covered any further purchase of single Provitalize as well. As such a refund has been processed on your behalf via Paypal. No return of the bottle or unused product is required. However, please note that any further purchase of a single bottle of Provitalize as a one-time purchase will not come with any money-back guarantee.
  

  We'd encourage you to continue use with the recommendation above. We'd also recommend that you make sure you do not consume caffeine close to when you take Provitalize. Due to the black pepper fruit extract, consumption too close (within 30 mins after use) can increase absorption which may then contribute to acid reflux type symptoms.

  We certainly wish you all the best on your *************** and hope you find a solution which works well with your body.
  Have a healthy week ahead!
  
  Sincerely,
  *******
  Customer Happiness Team
  **********************