Complaints

• Initial Complaint

  02/06/2023

  Complaint Type:

  Product Issues

  Status:

  BBB unable to locate business

  More info

  I have been trying to resolve this issue with the Business - Keto Strong - since the day of ordering the product. I attempted to resolve this directly through the company without having to file a complaint, but their lack of response caused the filing. I am filing this complaint today because the last correspondence I received from the company was on June 5, 2022 (within the last 12 months). Details of the transaction and correspondence: November 7, 2021 @ 9:53 am: received confirmation of order #******* for 2 bottles of Keto Strong Detox. On same date @12:41 pm, emailed ********************************** to immediately cancel the order. November 9, 2021 @1:23 pm received email response that unable to cancel order since it had been processed - advised to send email when package arrives and they will send instructions on how to return. November 15, 2021: package arrived and email sent for instructions to return. Received email to send a picture of the products and they will issue a RMA. Sent the picture. November 16, 2021: Received RMA (*****************) with shipping address. Shipped the products back on this date through ***** as directed by the Business. Did not receive the refund.May 31, 2022: Emailed requesting the refund. June 5, 2022: Email from Business "We attempted to issue a refund back to your account unfortunately, we encountered an error. Kindly reply to this email with your preferred email address where we can send the e-check or you can contact us directly at the toll-free number provided below to verify the information needed." June 7, 2022: responded with email address.Did not receive the refund.August 25, 2022, December 5, 2022, January 16, 2023, February 4, 2023: Email sent to Business requesting the refund again.I would like the refund in the amount of $58.88 - this is $49.68 for the product and $9.20 for the shipping. If the refund had been issued timely, I would not have requested the refund of the return shipping.

• Initial Complaint

  07/18/2022

  Complaint Type:

  Product Issues

  Status:

  Unresolved

  More info

  Ordered Keto Trim Fast Bottle of pills on 1/15/22. My order from Keto indicated I ordered 2 bottles of Trim Fast and 2 bottles of Trim Fast Detox for a total of $169.17. Their ad is very misleading so I canceled my order. The company sent clear instructions for mailing (sealed products; RMA # and address.) I followed all instructions including by sending the package from USPS. Their address was given as: Keto Trim Fast, Attn: Shipping Department, PO Box XXXXX, Las Vegas, NV XXXXX mailed on 1/28/22. (I have retained the PO receipt). RMA#XXXXXXXXXXXXXXXXX On 3/30/22 I received a message stating "We have attempted to issue a refund back to your account unfortunately we encountered an error. Kindly reply to this email with your preferred email address where we can send the e-check or you can contact us directly at XXX-XXX-XXXX to verify formation needed." On 4/18/22 I called the number and gave the info they needed. Additionally my address was given and my email was indicated on each of the messages we send back and forth. The company response was that my concern was raised and handled by the Financial Department and it takes time due to the refund policy and procedures. They asked for my patience and said; "No worries, we assured you will receive the refund as soon as possible." June 21, 2022 Company again asked for patience with order #XXXXXXX - Refund Request ************** I have not heard from them since and fear I will never see my refund. Therefore I decided to seek your help in this matter. My refund should amount to $169.17 which was what Keto charged me for what they said was my order. My order actually was meant to be one bottle of Keto Trim Fast Pills. The other bottles were added in by the company. Either way they advertised order could be returned. Please help.

  Business response

  09/03/2022

  Business Response /* (1000, 5, 2022/07/28) */ Hello, Apologies for the inconvenience, but we are unable to locate an account for the consumer. Please provide the name/brand of the products and some information for us to be able to look up your account (name, address, phone number, email address the order is under). Thank you. Consumer Response /* (3000, 7, 2022/08/01) */ (The consumer indicated he/she DID NOT accept the response from the business.) Keto has my name and email from all the correspondence on 1/15, 1/21, 1/23, 1/24, 2/8, 3/30, 3/31, 4/18 - all in 2022. They said an e-check was issued on 3/29/2022 and would take 7-10 business days to reflect in my email. It was never received and checked SPAM, JUNK, etc. THE ONLY ACCEPTABLE RESPONSE WILL BE A REFUND OF MY $169.17. They had no trouble charging my account and should have no trouble with the return for Keto Trim Fast (2 bottles), Keto Trim Fast Detox (2 bottles) - Order XXXXXXX, REFUND *************** RETURNED BY USP, RMA#XXXXXXXXXXXXXXXXX. Only acceptable response will be an immediate REFUND!

• Initial Complaint

  06/23/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I disputed 2 charges J thought I was buying 1 item and getting 1 free. Instead,I received 6 bottles of 1 item and 2 other items bank said it was not fraud because I had ordered something. I contacted Keto after trying the product for a month and it did not work for me. They said the 30 day guarantee was over because it started oo the order date. I had to pay $198+ or pay large interest "forever"Recently II found an email dated in November apoligizing for the misunderstanding and ordering to pay$70 total for both items . T triedhe phone did not help and when Itried to reply to the email,AOL could not send it. $70 is better than $o

  Business response

  08/29/2022

  Business Response /* (1000, 5, 2022/07/11) */ Hello *****, We apologize for the inconvenience it has caused you. Unfortunately, we can no longer process any refund on your account since you have already filed a dispute with your bank. We cannot process a refund because you have already requested one with them, which means that they already gave you or are going to give you the amount disputed. The best resolution is to coordinate with your bank regarding this matter. Thank you.

• Initial Complaint

  06/21/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On 11/23/2021 I purchased one bottle of Keto Trim Fast for $39.98 online. After a few minutes I wondered why I didn't receive a conformation number. I used my ******* Visa card. When I went back to the website to find a way to contact them, there was nothing. It made me suspicious so I went online to see recent activity and they had already charged my card $198.78 and $48.46. I then called ******* visa and filed a dispute. The next day I received a confirmation with contact info. I emailed them right away and requested a full refund and offered me $70 and keep the product. I read their return policy and declined their offer. They then offered me by mistake I'm sure, $600 and keep the product. I said sure I'll take that but what I really only wanted was what they charged to my visa. I asked for a return shipping label and they said I had to pay for shipping. Ok just tell me how and where to ship. I took pics they requested of product then I got instructions. Mailed it out and waited. Month later inquired & they hadn't received it yet. Then they said their fullfillment dept had to check it before they would issue a refund. Lots of emails later they said they couldn't refund my visa but an echeck was on the way. We're going on 7 months and now they don't answer but I've left many messages. Could you please help me get my money back from these crooks? Thank you ************* refer# *******

  Business response

  08/27/2022

  Business Response /* (1000, 5, 2022/06/28) */ Hello ****, We appreciate you making us aware of your negative experience. We regret any inconvenience that the customer has experienced, and we assure you that we are doing everything possible to resolve their complaint. We take great care to ensure that important matters such as this are properly managed. Please accept our apologies for the delay in your refund. I already escalated this issue to our billing department and found out that there was a system error. As an alternative, I processed your full refund of $248.46, and you will receive it via E-Check. Please check your email (**************) within 7-10 business days. Again, my deepest apologies for any inconvenience we have caused you. Please let us know if you have any additional questions, concerns, or comments or if we may be of assistance at any point in the future. Consumer Response /* (2000, 7, 2022/07/06) */ To BBB- I received the refund check today from Keto Strong after 7 months! I wouldn't have received it without your help. I've learned a valued lesson in online shopping from this experience. I will research businesses through the BBB from now on before purchasing! I truely appreciate the help! Thank you, **** ********

• Initial Complaint

  06/09/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I ordered 1 bottle of Keto Strong in November 2021 for $34.99, and when the order went through, it said Congratulations, you purchased 5 bottles for $256.oo.. I called back TWO SECONDS later to cancel and was told I couldn't because the order had already been processed. I received the product and tried to return it, and I called them to get their address and they refuse to give it to me. All I want is my $256 back

  Business response

  07/13/2022

  Business Response /* (1000, 6, 2022/06/14) */ Hello Kimberly, We regret any inconvenience that the customer has experienced, and we assure you that we are doing everything possible to resolve their complaint. We take great care to ensure that important matters such as this are properly managed. We apologize that you may have overlooked our promo bundles. Unfortunately, we can no longer process any refund on your account since you have already filed a dispute with your bank. We cannot process a refund because you have already requested one with them, which means that they already gave you or are going to give you the amount disputed. The best resolution is to coordinate with your bank regarding this matter. Thank you.

• Initial Complaint

  05/12/2022

  Complaint Type:

  Product Issues

  Status:

  Unresolved

  More info

  On 10-30-2021, I Keto Strong, order number XXXX XXX, XXXX XXX and XXXX XXX. I ordered them in error and requested that I be refunded right away, but when I called I was told that it was too late and they were already shipped. Which could not have been the case, as I called immediately after I realized my error. Then I proceed to send the product back and it was returned December 24, 2021. I then was told I would receive a full refund on my credit card. They never notified me that they couldn't process the refund, due to my credit card expired. I called 4 times after to request the refund and wasn't told until the 4th call that they couldn't process my credit card. I had told them I had a new card number and they said they would issue a e-cheque. I was also told each time they would email within 24-48 hrs to confirm that the process was being completed. And that was never received either. And YES, i did check my spam folder. I just called again today - May 12, 2022 and was told the echeque was issued. BUT, it was not. They would not give me the name of a supervisor, as they were all busy, and they said I could only talk to one if they weren't busy. I just wanted someone's name. I just want my money back and to let people be aware that they have horrible customer service. I realize I will never get my customs fees or return shipping fees back, but I should get some interest on the money that they have been sitting on owed to me!

  Business response

  08/27/2022

  Business Response /* (1000, 5, 2022/05/20) */ Hello ******, We apologize for the inconvenience. Unfortunately, we are unable to refund the money back to the card we have on file. This is a banking issue that we are working on. We understand you are due for a refund and the only option available for this is to send you an e-check. I escalated this issue to our billing department. We ask for your patience and understanding since we encountered an error processing the refund. We will give you an update as soon as possible. Again, my deepest apologies for any inconvenience we have caused you. Thank you Consumer Response /* (3000, 7, 2022/06/01) */ (The consumer indicated he/she DID NOT accept the response from the business.) I understand that you couldn't accept a refund through the credit card, as the card had expired. But my question is why you couldn't have emailed or phoned to ask for the updated information. Or for the 4 times that I contacted your company, you couldn't have taken the new credit card information and also created an echeck each time. It took me going through the BBB to get any action. Horrible customer service and a lack of communication between departments. This ticket is not closed as I have to wait until July 13, to ensure the check clears, as being I'm in Canada, our bank has never seen such a company or check before. And there is no way to contact this company, as it's a PO box. Very suspicious. So I will be waiting until July 13, 2022 before I can say this ticket is closed. I would highly recommend this company be investigated. Business Response /* (4000, 9, 2022/06/07) */ Hello, We apologize for the late long wait, we already verified that refund through e-check was already submitted to your email address ( [email protected] ) on 05/23/2022. Kindly double check your inbox, spam and junk folders to look up the refund that we sent. Thank you Consumer Response /* (4200, 11, 2022/06/09) */ (The consumer indicated he/she DID NOT accept the response from the business.) Well you clearly didn't read the response I sent. I did receive the check but can not cash the e-check as I stated before, This ticket is not closed as I have to wait until July 13, to ensure the check clears, as being I'm in Canada, our bank has never seen such a company or check before. And there is no way to contact this company, as it's a PO box. Very suspicious. So I will be waiting until July 13, 2022 before I can say this ticket is closed. When you confirm your response - please acknowledge that you've read this response. and not give some 'form' response. Business Response /* (4000, 13, 2022/06/14) */ Hello ******, We apologize if you are having a hard time processing your e-check. After receiving an email from our third-party e-check issuer, *********.io. You will have the option to either Direct Deposit or Print an e-check. If you select Direct Deposit, you will go through a secure process within *********.io to deposit those funds directly into the bank account of your choosing. If you select to Print the e-check, you will need to endorse the e-check by drawing a signature line on the back and will need to use your mobile banking APP check deposit feature. Please note that you can not take an e-check to a bank. Consumer Response /* (3000, 20, 2022/06/27) */ This case is not resolved, as I'm not able to deposit the e-check until July 13, 2022. The business stated that I could print the echeck. It does not say to NOT take it to a bank for deposit. It's absolutely crazy that you can't deposit at an official bank. I'm in Canada, so due to it being in the US, it shows as a redflag from this company. Again, makes me think that this is a fake business. Called the Refund Department with a PO Box and no way to track it down. This is what is on the check: - At your bank - At an ATM - With your mobile device 1. Cut on the dotted lines 2. Endorse the back 3. Deposit -- Please have the company email me and then refund my credit card as it was originally to be done> This case should not be closed until the check has gone through from this company

• Initial Complaint

  05/11/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Jan, 8, 2022 . Want a refund 248.46. Sent the product back about two weeks later for a full refund. RM # ***********

  Business response

  06/07/2022

  Business Response /* (1000, 5, 2022/05/18) */ Hello, We regret any inconvenience that the customer has experienced, and we assure you that we are doing everything possible to resolve their complaint. We take great care to ensure that important matters such as this are properly managed. We issued a refund of $248.46 via E-check without the need to return any of our products. Please allow up to 7-10 business days for the e-check to reflect in your email address (*********************). This may be new to you, but it is a safe and convenient way to receive funds faster. You will receive an email from our third-party e-check issuer, checkbook.io. Within the email, you will have the option to either Direct Deposit or Print an e-check. Rest assured, the account is canceled and you won't receive any further charges. Thank you

• Initial Complaint

  04/30/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I made a purchase of one bottle got a total of 7 . Was charged almost $300 dollars. I tried to return and call and no help I need a full refund and a return slip also I had to pay to try and return.

  Business response

  06/08/2022

  Business Response /* (1000, 5, 2022/05/13) */ Hello Claudia, We regret any inconvenience that the customer has experienced, and we assure you that we are doing everything possible to resolve their complaint. We take great care to ensure that important matters such as this are properly managed. We went ahead and issued a full refund of $248.46 as the customer requested and you will receive it via E-Check. Please check your email (*********************) within 7-10 business days. Rest assured, the account is cancelled and you won't receive any further charges.

• Initial Complaint

  04/17/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On 12-05-2021 at 12:21 am. I ordered 5 bottles of Keto trimmest and 2 bottles of Keto fast detox, Order # ******* On 12-22-21 At 5:14 pm I requested a return directive so that I may exercise my return of product within my 30 day return period.They issued my instructions and I returned the product **** with tracking number, which they soon received. The cost of product was $248.46 Total. Now 4 months later and more than 5 phone calls and 10 emails later I still can not get my money back. I just want my money returned and for others to be aware of these scammers. The product made me sick to my stomach when I took it and that is why I want it refunded as promised with their 30 day trial refund policy.

  Business response

  05/06/2022

  Business Response /* (1000, 5, 2022/04/24) */ Hello Steven, We appreciate you making us aware of your negative experience. We regret any inconvenience that the customer has experienced, and we assure you that we are doing everything possible to resolve their complaint. We take great care to ensure that important matters such as this are properly managed. Please accept our apologies for the delay in your refund. I already escalated this issue to our billing department and found out that there was a system error. I processed your full refund of $248.46, and you will receive it via E-Check. Please check your email ([email protected]) within 7-10 business days. Again, my deepest apologies for any inconvenience we have caused you. Please let us know if you have any additional questions, concerns, or comments or if we may be of assistance at any point in the future. Consumer Response /* (2000, 7, 2022/04/26) */ (The consumer indicated he/she ACCEPTED the response from the business.) just received echeck and now waiting for it to clear account

• Initial Complaint

  04/14/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 1/10/22 I ordered Keto Trim Fast. When it arrived, it not only contained a few empty capsules in the bottle I opened, but I was not satisfied with the product. On 1/24/22, I reached out through email to inquire how to return the product. I returned the product with a tracking number and once it was received by their facility, I reached out again asking when I could expect a refund. On 3/1/22, I contacted customer service and the rep. said they would start the refund, I should have it within 1 week. On 3/28/22, I called again and was told that due to system error the refund did not process, but they would run it that day and I would have a full refund of $248.46 in 3-5 business days (order id ******** and ********) and a confirmation email in 24 hours. On 4/7/22 I called again. This time the rep said that she would follow up with the billing department and it should be resolved in 24-48 hours. On 4/14/22 I called again. The rep told me, again, that I would have my refund in a couple more days.

  Business response

  05/06/2022

  Business Response /* (1000, 5, 2022/04/18) */ Hello Julie, We apologize for the inconvenience, unfortunately we are unable to refund the money back to the card we have on file. This is a banking issue that we are working on. We understand you are due a refund and the only options available for this is to send you an echeck. I escalated this issue to our billing department. We are ask your patience and understanding since we encountered error processing the refund. We will give you an updates as soon as possible. Again, my deepest apologies for any inconvenience we have caused you. Thank you

*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. ↩