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:02/26/2024

  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 have severe gastroparesis and my doctor recommended I immediately start Vivonex, a POWDERED based feeding tube formula. I was going to be required to use it orally. I ordered $300.00 worth of POWDERED SEALED formula from CWI Medical per my doctors recommendation. While waiting for it to arrive, I had to start on using the samples of Vivonex that I had due to my deteriorating health. It was then I found out that I cannot absorb the massive amounts of maltodexdrine in the formula due to a severe reaction. When the Vivonex arrived from CWI Medical, I left it sealed in the box and immediately contacted the company for a return, They refuse returns based on it is a nutrition. However, it is just a POWDERED product still completely sealed with a very long shelf life. As a disabled very ill person, with limited income, giving away $300.00 to a company for a product that by all logic can be returned literally means I have no way to purchase a formula that I may tolerate. This company is using every loophole they can to keep disabled and sick peoples money for themselves. No company should be allowed to use nonesense loopholes to take advantage of customers seeking medical necessities. I have had reactions to POWDERED nutrition products before and EVERY other company accepted returns of sealed powdered nutrition so there are no safety hazards in doing so.

  

  Business Response

  Date: 02/26/2024

  As with all medications or nutrition formulas, as per our return policy, for health and safety reasons we are unable to accept returns or exchanges of eating (nutritionals) and mouth (Enteral Feeding Sets and Pumps) products.   This individual has been posting that they did not open it, that they did open it, that it was damaged and expired in order to retaliate against us because we are choosing to abide by our return policy to keep customers safe.  The individual was advised by their doctor to order this item, and in another review site claimed they open the item, but now wants to return it, but we do not accept returns of medical nutrition same as any policy where medications cannot be returned.  With this complaint, they sent a picture of a bottom of a plain brown box.  Attached is their review on our ****** page and on Yelp (************************************************************************************).  They also claimed the product was expired and crushed in one review to manipulate our decision and make a false claim on our reputation, yet the lot that was shipped to her expires 1/13/2025, and based on the box of the photo they included, the box appears completely undamaged.  Also, the item comes in small packets, so we are not sure how it could have come crushed, nor did they originally report any damage to their order.  In another review, they state that the product is perfectly fine.  We cannot accept their return for medical nutrition.  We hope they feel better soon.  Thank you.

• Initial Complaint

  Date:05/16/2023

  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.

  Order was processed on May 8, 2023 I paid them $100.75 for 2 orders of Ensure Clear Liquid Drink I paid them to receive the item. No information was provided to me that the order was accepted, nor any shipping information. Its May 16, 2023. Its been 8 days. I took the time out of my day to contact them about my order. I wanted the order canceled. They said they couldnt cancel it because it was shipping today. Sure The business has done nothing to resolve the problem. Just wants to take my money and provide no information about when the product is coming.Order number ******

  

  Business Response

  Date: 05/16/2023

  Hello,

  This customer was never charged. A preauthorization was placed to verify their form of payment. The order was able to cancelled as requested by the customer today.  The pending charge will be voided within 24 hours.  If the customer has any further questions, please have them call ** at **************, Mon-Fri, 8:30 AM to 5:00 PM ET.

  Thank you.

• Initial Complaint

  Date:04/21/2023

  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.

  I paid $277.15 for 6 cases of Ensure Clear, and was charged $253.65 for 5 cases. My order number is ****** and ******* (there are two different numbers for the same order, which they said is part of their system). They shipped my package to the billing address instead of the shipping address that I entered, because there was a glitch in their system that showed no shipping address on the printout. I called asking if they would cover the cost for me to ship back the package to them, because it is over 50 lbs and would be expensive to ship back. However, they said it is my fault that it shipped to the wrong address, saying I didnt enter a shipping address; even when I submitted documentation proving that I did enter a shipping address because the order history on their website does show that I did they said "computers dont make mistakes, people do," and "nice try, but" I would have to deal with it.I placed the order on 2/9/23, but because of manufacturer backorder, it didnt ship until 4/18/23. I have attached the paper trail showing this.

  

  Business Response

  Date: 04/21/2023

  Hello, upon full review, ****************** is correct.  Please have him contact us at **************, Mon-Fri, 8:30 AM to 5:00 PM ET.  **************** has been instructed to have his order picked up and shipped to his desired address, or to reimburse him for any shipping fees he incurred.

  I apologize for this, and will be investigating further, so it does not happen again.  Also, I hope ****************** kindly accepts a coupon for 10% towards his next order should he choose to continue to do business with us (coupon code *******, valid through 10/20/2023).

  Thank you, and again greatly apologize for the inconvenience.

• Initial Complaint

  Date:09/01/2022

  Type:Delivery 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.

  Not really a complaint but I ordered from them over a week ago and the order still hasn't been shipped out Just need an answer of when it could arrive

  

  Business Response

  Date: 09/01/2022

  Hello. Samples are shipped directly from the manufacturer through the *********** and normally take 7 to 10 business days for processing and shipping.  If the customer have additional questions about their order or about the product, or would like to try another brand or size, please have them call us directly at **************, Monday through Friday, 8:30 AM to 5:00 PM ET or to email us at *****************************.

  Thank you.

  Customer Answer

  Date: 09/02/2022

  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 and the matter has been resolved.
  
  Sincerely,
  
  ***********************
  
  
  
   
  
  

• Initial Complaint

  Date:05/24/2022

  Type:Sales and Advertising 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 ordered Nutramigen Nursette Bottles (2oz) 2 fl oz Bottle, Case (48 ct)from *** during the formula shortage. Understandably so and putting aside that I waited weeks to receive the product, they sent me formula that expires in 30 days. When I emailed them several times notifying them of the close expiration date when the product normally has a one year shelf life, and that I wouldnt even be able to use all these bottles in 30 days, they simply ignored my emails. Taking advantage of moms trying to feed their babies during this shortage is absolutely horrible, and providing them with formula that will expire in days, is bad business practice. Thankfully I looked at the date or my child could have possibly gotten sick over this.

  

  Business Response

  Date: 05/24/2022

  Hello.  This customer has not emailed us about the expiration date.  The customer placed their order on 5/10/2022.  The only email she sent on 5/10/2022 (see attached) was to see if the Infant Formula Nutramigen Nursette Bottles (2oz) was in stock, and on 5/15/2022 was about her order status.  The formula shipped to the customer was shipped out straight after receiving it from the manufacturer on 5/19/2022.

  Nutramigen Nursette Bottles do not have a year long shelf life unlike the powder.  Nutramigen Nursette Bottles have a short shelf life of one-month as compared to some of our other liquid infant formulas because the unique composition of this product affects the stability of vitamin D.  See attached for the product description.  This customer's order came directly from Lot ******* with a 7/1/2022 that came into our warehouse on 5/18/2022 and shipped to the customer on 5/19/2022, and delivered on 5/20/2022.

  During a global shortage of baby formula, I hope this customer is not trying to take advantage of us considering we did our very best to get their order out as soon as possible.  We shipped this customer the most current, possible inventory we received directly from the manufacturer. 

  Thank you for your time.