ComplaintsforBariatric Pal LLC

• Initial Complaint

  07/09/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  Placed an order for 18 Bottles of liquid calcium. I received twelve. Contacted customer service, they said they did an investigation. Stated video shows bottles shipped and also the weight was for 18 bottles. I am unsure what happened to the other 6 but I never received them. Customer service stated they where Not replacing them even though they mentioned that sometimes ***** changes boxes. I simply want my 6 bottles of liquid calcium. Not to Mention they make you feel like you Did something wrong when you have no idea what happened.

  Business response

  07/09/2024

  We take all customer concerns seriously and strive to ensure complete satisfaction with every order.
  We have reviewed the details of their order and would like to inform you that the order was shipped with all items complete. We also have checked the **** footage confirming that the quantities were accurate and complete at the time of shipment.

  Customer response

  07/09/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  Your own employee stated that Fed-Ex has been known to put things I different boxes.  This would indicate this has happened before.  You should replace the 6 bottles and then go after ******  As clearly you can see in the attached email snip it your own customer service indicates it does happen.  

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

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

  Business response

  07/10/2024

  We had requested the customer to send us a photo of the box that was claimed to be tampered with, in order to file a claim with ****** Unfortunately, the customer was unable to provide us with the photo, which means we do not have the necessary documentation to support the claim with ******
  As a gesture of goodwill, we would like to offer the customer a store credit as a courtesy.

  Customer response

  07/10/2024

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

• Initial Complaint

  06/07/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Bariatric pal and *** customs are running a scam! I have ordered TWICE and TWICE the same issue. *** says they attempted to deliver - I have cameras and can prove this DID NOT HAPPEN. Bariatric pal contacts *** customs BEFORE the date to pay by and asks for product to be returned. As the customer I have no idea this is happening - until I receive the letter telling me to call *** and pay before ** date. So I call to pay BEFORE ** date and *** informs me bariatric pal requesting product to be returned I am out the cost of original shipping PLUS FEES FOR RETURNING. Bariatric pal keeps their product and my shipping fees!!!Attached invoice showing TOMORROW as final day to pay - however - I have email from company saying they have my returned products and will be keeping my shipping fees for refusal to pay??SCAM SCAM SCAM SCAM

  Business response

  06/07/2024

  First Order (April 15, 2024): This order was shipped via **** According to the tracking information, the package was returned because the driver was unable to collect funds on the final delivery attempt. The delivery attempt was made 4 times, and the package was held at the ********** until May 10, 2024. See tracking information here: ****************************************************************************************************************
  
  Second Order (May 23, 2024): This order was shipped via ***************** However, the tracking information indicates that the package was returned due to containing restricted items in the customer's country. Unfortunately, we do not have control over the restrictions imposed by different countries. It is the buyer's responsibility to be aware of their countrys restrictions before making a purchase. See tracking information here: **********************************************************
  
  As a result of the returned items, we have refunded all orders minus the shipping and return fees, as per our policy.
  
  We do not intentionally ship items only to have them returned by carriers. International orders can get returned for several reasons, including:
  -Custom duties and taxes are not being paid upon delivery.
  -Items being restricted in the destination country.
  -Incomplete or incorrect address details.
  -Goods being damaged.
  
  We strive to ensure smooth delivery and clear communication regarding these policies.

• Initial Complaint

  05/21/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I ordered over 600 worth of vitamins. And waited. I received a letter from *** dated April 24 for custom fees due by May 8th - didnt get this letter until May 17th in mail box. AT NO TIME DID *** ATTEMPT TO DELIVER OR CONTACT ME outside of this letter. I called immediately to pay the fees and have been informed the package was shipped back. Contacted Bariatric Pal and they are refusing to reimburse the shipping fee or send me a new order. The shipping fee was originally included in the price. Now its being charged separately. *** HAS SAID THERE IS NO DOCUMENTATION THEY TRIED 3 times!! But this company is refusing to listen or cooperate. They are keeping my money for the shipping. SCAM I JUST WANT MY MONEY BACK

  Business response

  05/21/2024

  May 1: *** has attempted delivery with the collection of duty and taxes three times, but the receiver was not available. Please advise if you would like them to reattempt delivery with the receiver paying the duty and taxes of $106.15 USD + $15.00 US (surcharge). If not, the package will be returned to us with the return fee of $30.54 (does not include any taxes or fees that *** apply). Any charges associated with returning including transportation and any applicable duties, taxes, and *** fees, will be deducted from the amount to be refunded.
  
  PHONE: Customer preferred to get a refund. She wants to get notified through phone once we have processed the refund. She has no access to her email account, no other email option. Canadian phone number.
  
  PHONE - cx requested to get a 100% refund or reship the order without charging her the shipping cost again.- educated cx about the return policy; cx insisted that it's not her fault that *** did not deliver the package to her. she said she's home all day but no one came to deliver a package. - informed cx that total deductions from the refund would be $50.78.- cx refused and insisted to speak to a manager.
  
  Supe Call: We have provided the resolution to the customer which is to refund the order less shipping and return fees but the customer requested to talk to a manager. I already informed that the manager will provide the same information but the cx threatened report us to BBB for not allowing her to speak to the manager directly since it is her right.
  
  PHONE - cx called back. she said she called *** and confirmed with them the *** did not contact her about the delivery. And that the package was returned because we contacted *** to have the package returned to us. informed cx that the manager will call her back within the day.
  
  4:01 PM
  Man call: cx insisted that *** told her that there were not attempts to deliver the package. advised cx that it is not whats on the scan and activity timeline of the shipment. - advised that our resolution offered remained unchanged - refund less shipping and return fees or reship with shipping cost. we rely on what is being documented, anything that's not documented did not happen. - cx disconnected the call and said to contact BBB - refunded the charge since cx *** be filing for chargeback - NO RESHIPMENT IS DUE FOR THIS ORDER ANYMORE.
  
  RTS Received - The driver was unable to collect funds on the final delivery attempt.12 x ProCare Health "1 per Day!" Bariatric Multivitamin Capsule with 45mg Iron - Unopened - Refunded less shipping and return fees

• Initial Complaint

  08/21/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Place an order was promised a delivery date. When tracking the shipment it appears to be lost in past the delivery date. It includes perishable items that have gone bad. And I just want my money back.

  Business response

  08/21/2023

  Nothing in the order is perishable. The package was shipped on Tuesday and Tuesday will be the 5th business day. We advised the customer to please wait until tomorrow since we will have to open a ticket to search for the package. Customer said that she no longer wanted the items so we advised her to refused the package or hand it over to the local post office. The customer mentioned that the weather is really hot and the items may no longer be good to consume when it arrives so when she may have to just throw the items away which is why she wants to get it refunded. Again, nothing in the order is actually perishable. If there are any issues, we're more than happy to deal with them accordingly. 

  
  

• Initial Complaint

  05/25/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Ordered a years supply of bariatric vitamins. They came **** and I was not aware they were delivered so they sat in my cluster mail box for two days in heat that exceeded 100 degrees. The company indicated that the product was still safe to consume even though the temperature exceeded the storage limits on the bottle. They indicated that the bottle warning label was for storage, but couldn't define what storage meant. The company refunded my money, but I feel their carelessness in their shipping practices could put people at risk and the efficacy of their product was in jeopardy. If they continue to ship product without ensuring their product doesn't exceed the safety limits could harm people.

  Business response

  05/25/2023

  We refunded this customer, even though there was ********** with the product they received. We're not sure what else we can do to assist them. Let's all move on now...

  Customer response

  05/25/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  They mail products that can have efficacy issues when exposed to heat. They have not proved that their product is safe after being exposed to heat. They are upset that Im calling them on their lack of safe practices for their products. They should want to change their shipping policy ensuring the safety of their product for their customer.  Their response to the ******************** showed their lack of concern at my issue  I indicated they refunded my money  The issue is why dont they want to make sure their product is shipped safely. Does this company apparently does not care to address my concern.

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

  Business response

  05/26/2023

  Ok

• Initial Complaint

  11/28/2022

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  I did not receive my entire order I purchased from this company. I reached out about 15 minutes after shipment was delivered. I received a response with the pictures of the items stating that due to the picture that was sent that was verification my entire order was shipped but it wasnt. Now they wont either refund my money for what I didnt receive or send the product. I want my money back as Im not paying for something I didnt receive.

  Business response

  11/28/2022

  Good day,

   

  We received a dispute on your order via Afterpay, which is a buy now pay later service. Below is the response we submitted to Afterpay:

  We choose to challenge the dispute.

  According to the **** footage in-charge, these items were included in the package that was sent to the customer. I have attached a copy of the **** footage photo in this email for your review. The items that are circled in red are the ones reported as missing. Thank you so much.

  Here are more photos showing that these items were indeed placed in the box and packed. Thank you so much.

  (There are 13 images but I am only able to attach 4 of them to this message.

  
  

  Customer response

  11/29/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [Your Answer Here]

   

  I need to see footage of the package labeling because I didnt not receive those items in the box I received. Otherwise I would not be disputing the order.  

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

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

  Business response

  11/30/2022

  We are happy to provide a complete video of the products being placed in the box. The box being sealed in our tape machine and loaded on to the shipping trailer by the carrier. Let us know the best email to send this to.

  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 not satisfactory to me and the matter will be turned over to my banks fraud department for a more thorough investigation. 
  
  Sincerely,
  
  *************************
  
  
  
   
  
  

• Initial Complaint

  10/11/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Ordered a shipment of various items from the online store. When the shipment arrived the box was damaged. A protein powder package was broken and there was protein powder all over my items. I was missing a $37 package of vitamins. I immediately emailed customer service that day - a Saturday. I received a response fairly quickly stating they would refer my issue to management. Several days went by and I heard nothing. I finally reached out again and explained the issue again. The person came back and stated they had video of the package being packed and it looked like everything was there. I again reiterated that the vitamins were NOT in the box. They sent me photos of the weight of the box - which means nothing. Anything could have happened between leaving their warehouse and arriving at my door. They all but accused me of lying. I was told there would be no refund or replacement. I have never had this happen in my life. Ive bought from online stores for YEARS upon years. I have only had one other item not show up and Amazon gladly replaced it overnight (a $19 gymnastics leotard). Ive had things show up late. No big deal. But to be all but straight out accused of lying - I cannot accept that. I am furious. I posted a 1 star review which - shockingly - never showed up on their site which leaves me to believe they dont post any bad reviews. I took my business elsewhere but I am not satisfied with how this was handled.

  Business response

  10/12/2022

  VIDEO footage from above the warehouse packer shows that order was complete and it 100% included the BA Calcium chews. We also re-packed the order and weighed it. It matched the weight of the box that was shipped to this customer.

  Customer response

  10/14/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because as I stated to the customer service reps repeatedly, the box was damaged.  You can state that the video showed the item was in the box as well as the box being weighed but you are not addressing the fact that the box was damaged and the item could have either A) fell out of the box or b) was tampered with and possibly stolen.  Either way, the item was NOT in the box upon reaching my residence. 

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

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

  Business response

  10/21/2022

  As per our previous response: I understand the frustration. We do not mean to insinuate misinformation, however the evidences we have could not support our claim to appeal with the carrier if that might have happen during transit; unless you have photo/s of how the package came in. If you do, *** we please ask to have it sent so we can use to report to ***** You quote, "part of the box looked like an accordion. It was a little smashed. It would explain the broken Nectar package possibly?" but not of any loose tapes that could be reason to not receive any of the items included in the box.

  Please respond to customer service emails directly and stop using BBB to message us. We will not be replying to further messages on here. 

• Initial Complaint

  10/05/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I ordered a product called Cheese Steak Macaroni, and received an incorrect item. When I reached out they first said they would resend the correct item, then later they tried claiming the product I received was the correct item just new but identical which is not the case. The nutritional facts are completely different, the ingredients are different, everything is different. They refuse to acknowledge they made a mistake & are committing fraud. Items cant be identical when they are different!

  Business response

  10/05/2022

  Replacements were offered. Store credit was issued. 

• Initial Complaint

  07/05/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I place an order on 06/24/22 with the understanding that it was free shipping in 1 to 5 days. When I reached out on 6/30/22 asking where my order is and why it hasn't shipped. They responded they are not processing order pre there terms. Here it is another 5 days later and my order still has not shipped. It has been 11 days for something that was supposed to shipped in 1 to 5 days. They are unwilling to fulfill the terms of the items I purchased.

  Business response

  07/05/2022

  We greatly apologize about the delay with your order. Some items have gone out of stock since you placed your order and we are waiting until they arrive in order to complete your order. You definitely should not have been able to place your order if those items were out of stock. We are investigating how and why that occurred. We are working very hard to expedite the fulfilment of your order and again we do apologize for this very unusual delay.

  Customer response

  07/06/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [Your Answer Here]

   This is unacceptable and they are lying. They are the ones that refused to fulfill my order per the terms. Then lied my order would be sent out nenext day per email 06/30 which never happened. They had no plans to ever do what they said they would because now after the complaint was filed they are trying to back pedal for their wrong doing. I followed the terms they did not. I should not have to pay for there mistakes its bad enough that I have been without needed items for weeks now they have no care to fulfill what they sold and the terms the sold them under

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

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

  Customer response

  07/11/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [Your Answer Here]

   I used BBB because on June 30th after you did not ship my order in that allotted time I had to reach out to you. I was told Your order has been prioritized for shipment tomorrow.  When you still refused to ship my order and i filed a complaint with BBB because now twice i hadnt received my order when i was supposed to you then tried emailing on July 5th after you received the complaint to cancel the order because you were not only not going to fill the order per the terms i paid for you are selling priducats you dont have. This is your fault you didnt ship when you were supposed to and sold stuff you are now saying you dont have. I want my order not that hard tou took my money weeks ago and are refusing to fulfill my order hence the reason for the complaint to BBB.

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

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

  Business response

  07/13/2022

  Your order was shipped. Heres tracking: *****************************************************************************************

  Items that werent in stock were fully refunded. 
  

  No further responses will be provided via the BBB website as we consider this matter resolved  

   

• Initial Complaint

  06/28/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I placed an order on June 16th and after trying 3 times to do the chat feature I was finally told by ***** on June 22nd that it shipped and was in transit, he even gave me a tracking number. That tracking number showed the product delivered to TX on June 25th, I live in MI. I called this morning to find out what was going on and was given a different tracking number and was told my package didn't ship until June 24th that they're behind in shipping, when I asked to get a refund for the shipping cost because it didn't ship in the 1-5 business days that they said it would, Queen (yes that's her name) a supervisor told me that they don't refund shipping cost because they still had to pay to ship it but she'd give me 15% my next order. Do you think I'm ordering eith them again??? They can't even get tracking numbers right. I'm now almost 2 weeks out with my vitamins which as a bariatric patient is important to take daily.

  Business response

  06/28/2022

  We understand that delivery issues are frustrating and apologize about the delay shipping your order. There are a delay in receiving one of the items on yoru order from our manufacturer.

  Your order was already shipped with 2-Day Priority. Your tracking # is: *********************** 

  *****************************************************************************************

*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. ↩