ComplaintsforBonafide Health, LLC

• Initial Complaint

  11/06/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I received products I did not order and was charged $214.62 by **************** aka Bonafide Health on Oct 18, 2023. I received the products and returned the unopened box the next day. They told me they received the products but could not issue a refund because there was an open case on PayPal. PayPal told me the case was closed on Oct 20th and that this company was just trying to get out of giving me my refund. PayPal opened another case and reached out to Bonafide and has gotten no response. Bonafide is still refusing to issue a refund.

  Business response

  11/14/2023

  Hi ******, we apologize for the frustration that this has caused. After looking into this from our end, we saw only one PayPal case had been opened (on October 19th), and it was not closed on the 20th. Usually, when a PayPal case is open, our system physically prevents us from issuing refunds; however, our team was able to find a way to override this block and issue yours. You should receive these funds back in your bank account in the next **** business days.
  
  Again, we sincerely apologize for the earlier trouble and hope this helps to clarify and rectify this situation. If we can provide any further assistance or additional information, please don't hesitate to let us know as we're always here to support you.

  Customer response

  11/15/2023

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

• Initial Complaint

  10/10/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have cancelled this product and never had a subscription. Yet they continue to send it to me every 3 months. I then have to call, talk to customer service, have them send me a return label, then go to the post office and return the product again!!! This has happened several times. I have spoke with managers and have email stated that I have once again returned their product. At this point, it feels like harassment, and I want it to stop.

  Business response

  11/01/2023

  Hi *******, we're so sorry for the frustration that this has caused as this definitely isn't the experience that we aim for. After taking a look at your account, we do see that subscriptions were created for Revaree and Ristela 3-Month Plans on October 8th, 2022; unfortunately, it appears you initially ordered 3-Month Plan subscriptions and not a one-time purchase. We can confirm that both subscriptions have been canceled, so moving forward, you should not receive any more products from us.
  
  Additionally - customers do have the option to initiate a return directly through our website (*****************************************************) rather than reaching out to our team. We do also see that the return shipping fee has been waived for your recent orders, as an apology for the inconvenience.
  
  Again, we sincerely apologize for the earlier trouble and hope this helps to clarify and rectify the situation. If we can provide any further assistance or additional information, please don't hesitate to let us know as we're always here to support you.

• Initial Complaint

  08/31/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I contacted Bonafide Health on Satruday,July 29 at 1:46pm to cancel the order after receiving a notification that a new order was being processed. I was certain I had already canceled the subscription. I received a reply on Sunday, July 30, at 11:19am. Bonafide emailed a link to request a return label. According to **** tracking, the order was processed by Bonafide after I contacted them to cancel. The order was delivered by **** but placed in the wrong locker on August 3 at my apartment complex. I didn't actually receive it until several days later. I tried to print the label on 8/28, but the return link had expired. I contacted them via email and they sent another link to start the return process, but when I entered my order number, their site said "The return window for the item(s) below closed on August 27, 2023." I emailed again and they didn't respond. The box was never opened, but their policy states that a return must be done 30 days after the order, not 30 days after shipping or 30 days after receipt. And I didn't even know an order was being processed until Saturday, July 29, at which time I contacted them.

  Customer response

  08/31/2023

  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 and the matter has been resolved.

  After sitting on hold for quite some time yesterday, I finally used the *** Text option. The person who helped me sent me a link for a new return label. They said they would make an exception and share my feedback regarding their policies to their "leadership team". I appreciate that individual's willingness to assist me in returning an item that was shipped after I canceled my subscription, and that had been in my possession for less than 3 weeks still in its original packaging - never opened. 

  I went to my local *********** yesterday and returned the product. I should see my refund in about a week. 

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

  
  

• Initial Complaint

  08/07/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Dear **************** Representative, I would like to request a refund of $47.00 from the Company: Bonafide Health, for an order processed, send, and charged to my account despite that my account was previously cancelled. As indicated on my records, an email was received from the vendor on June 30, 2023, as a response/confirmation to my account cancellation request. As clearly explained on the email, the account was officially cancelled, therefore no further orders should be processed or send to me. However, a new order was sent, and received on July 5, 2023. Considering that the account was previously cancelled, the box was not opened or accepted and returned as received to the vendor through the ************* As a result, I am not responsible of this order and no charges should have been processed to my account. As mentioned earlier, I am only requesting a refund for the amount charged and have no responsibility for the item sent and return to the vendor the vendor as received.Please see the attached email communication with the vendor to confirm the account information and order processing. If further information is required to evaluate this claim/case, do not hesitate to contact me. Thank you for your time and support on this matter. Kind regards, *************************** E-mail: **********************

  Business response

  11/01/2023

  Hi *****, thank you for your kind letter and we sincerely apologize for any earlier confusion. We can confirm that your subscription for Revaree was canceled on June 30th; however, the order that you received also was processed on June 30th, prior to the subscription cancellation. Canceling a subscription does not cancel any outstanding orders, which is why you still received the order the following week.
  
  We do see that a member of our ************* team issued your refund for $47 on August 8th, 2023, so you should be all set.
  
  We hope you find this information to be helpful, and if we can provide further information or assistance, please let us know. We're always here to support you.

• Initial Complaint

  04/25/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchased the item made it clear I wanted a one time purchase and subscription canceled. Was billed months later for a subscription and products mailed again, then told I could return minus shipping but had to wait ************************************************************************* the first place. They are basically holding my $100 hostage. Terrible business practice!

  Business response

  11/01/2023

  Hi ****, we're so sorry for the frustration that this has caused as this definitely isn't the experience that we aim for. We do see that a subscription for a Revaree 3-Month Plan was activated on January 24th, 2023; unfortunately, it appears you initially ordered a 3-Month Plan subscription and not a one-time purchase.
  
  We'd also like to clarify our return policy, as it states that we can accept unopened, sealed products within 30 days of the purchase date; however, you do not have to wait 30 days before returning the product. This can be found on our website (*****************************************************), and we apologize for any earlier confusion or miscommunications.
  
  We do see that you experienced some technical difficulties with our self-serve return portal and a member of our ************* team offered to send a return label to you via email; however, we never received a response from you.While this is now outside of the return policy window, we'd be happy to make an exception for you and have just manually issued the refund. You should receive this within the next **** business days.
  
  If we can provide additional information or assistance, please let us know as we're always here to support you.

• Initial Complaint

  04/24/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On April 15, I received an email stating that $135.14 was charge to my credit card by *********. I did not authorize this charge and attempted to call them to dispute. I was unable to reach them by call, so I texted them. This is our correspondence from that text. Good morning, I did not authorize you to charge my credit card for this purchase. I do not use your product and havent use it since last year. I am requesting a refund put back on my credit card. I dont live at that address either.Please advise how I can get refunded.Order # ********** ** ******** ** ** *** ************* **** ** ********************* *** ** ***** ** ***** *** **** **** ** ********* *** *** **** **** ***** *** ** ** *** **** ** **** *** *** ***** ** * ****** ** ******* ***** * ***** **** ************** *** ******** ** **** **** **** * ************ *** ********* *** ******* ** **** *** ***** **** ******* **** * **** ******** **** ************ *** *** **** *** ** ******* ****** ********** *** ****** ** *** **** **** **** **** ** **** * ******* ************ ** * ******* **** * **** *** ** **** **** ***** ** ***** *** **** *** ** **** **** ****** ** **** ** ** ******** ** **** ****** ***** ** **** ***** ** *** ** **** *** ** *** ********** **** ************ *** ***** ***** **** ** ****** *** ***** *** *** **** ******** **** *** **** *** ** ** ****** **** ****** ****** ** ** *** ******* **** ********* *** *** ******* ** ** *** *** ** **** ** *** ***** ******** * ****** *** * ****** ** ***** ***** *** * **** ** *** **** *** ** * **** ********** **** **** ******** ******* ** **** *** ***** **** *** ** * **** ********** ******* **** **** ***** ******* **** **** * ***** ** ** ** **** **** ** ** *** ******** * *** **** ** ***** ****** ** ******** * ****** *** *** **** **** ** **** ** ************* *** *** ******* **** **** *** ** *** ******* **** *** ****** **** *** ******* *** **** ******** ** *** ** ** ******** *** *** ** ******* **** ***** **** ****** ** **** *** ***** ******* *** ******** ** ******* ****** ****** ****** **** ** *** **** ** ****** ******* ******* *** ********* ****** ******** ****** ** **** ** *** ******** ***** ** **** **** ** ******** * ******* *** *** ** ** **** ********************************************************* *** ******* **** ** ***** ******** ** ******* ** *** **** ******** * **** ****** ****** * ***** ****** ******** **** **** ** ****** ** **** ******** **** ** ******** ** ******* ***** ***** *** ******** **** *** *** ****** ** ***** ******** ******* ****** ***** ** ** ** ******** **** *** **** ** ****** ** **** **** **********

  Customer response

  05/18/2023

  Better Business Bureau:
  
  At this time, I have not been contacted by Bonafide Health, LLC regarding complaint ID ********.
  
  Sincerely,
  
  *****************************
  

  Business response

  11/01/2023

  Hi *******, we're so sorry for the inconvenience. We're also sorry to hear that you were unable to reach us by phone, as we do have a phone line available Monday-Friday, from 9:00 AM-6:00 PM EST.
  
  We do see that, after our ******** Care agent provided the return instructions for you, we never received a response from you as to whether the mail forwarding was successful/you received the package to your new address, and a return was never issued. Instead, a dispute was settled with your bank and you have since received a refund.
  
  Moving forward, you should not receive any more products from us since your subscription was canceled; however, if we can provide any additional information or assistance, please let us know.

• Initial Complaint

  04/19/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I opened an account with ******************** and signed up for monthly delivery. After a number of months I had stock piled product, so I went on line and cancelled the account. Within a day someone at the company set up another account under my information with a letter off on the email, so I receive no notification until I saw a payment come out in Feb., for a product I didn't order, wouldn't use and did not authorize. I went through their complaint process, returned the product unopened. They charged me a $7 restocking fee for something I didn't order and they say I did. Today while balancing my account, I saw they took another $136.08 out of my account, (I had cancelled my debit card, but the credit union set me up without my knowledge on some update card info to merchants, and they got my number again). Went online. They determined there was a second account set up under my profile with different email. Say I need to send back product, they will take processing fee and give me refund. WHY do I have to do that for their mistake? I had to cancel my debit card AGAIN, major interruption on how I get money, and take time to jump through their hoops for their mistakes.

  Business response

  11/01/2023

  Hi *********, we're so sorry to hear about your unsatisfactory experience as this isn't what we aim for.
  
  We would like to note that members of our team cannot create accounts linked to customers' credit cards unless they are assisting a customer over the phone who is giving the information live, as payment information is not stored within our system; therefore, there is no way that a member of our team could have created the second account. We also see that the second account and subscription were created in October 2022, prior to the cancellation of the other subscription/account.
  
  As a result, we did need to follow our standard return policy, which is outlined here (*****************************************************). However - while this is now outside of our return policy window, we'd be happy to make an exception for you and issue you a refund for the last order. You should see this back in your account within the next **** business days.
  
  Again, we're so sorry for any earlier frustration and hope you find this to be helpful. If we can further assist you in any way, please let us know.

• Initial Complaint

  01/30/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  Bonafide processes "auto renewal" subscription fulfillment without notifying existing customers, and does so on the weekend. By conducting their business this way, the customer can not cancel the order because by Monday AM when you contact the company, the order has "been fulfilled." This deceptive practice was going on last fall when I contacted the company about their "auto subscription" (since they didn't have my updated address on file) and I was told by customer service their recent upgrade took their notification feature offline. I Was assured I would be "pre notified" going forward but was not. I am now expected to receive a package I do not want and spend $5 on a "processing fee" to send it back. This is an unacceptable resolution and Bonafide has lost me as a long time loyal customer because of this. I would like the $5 charge to be reversed on top of the product cost. I would like a full refund. Thank you.

  Customer response

  02/24/2023

  Better Business Bureau:
  
  At this time, I have not been contacted by Bonafide Health regarding complaint ID ********.
  
  Sincerely,
  
  *********************
  

  Business response

  11/01/2023

  Hi *****, thank you for this feedback and we sincerely apologize for your unsatisfactory experience. While a system update at the beginning of last year did require us to disable our reminder emails, please know that we are working to implement these again in the future.
  
  After taking a look at your conversation history with us, we do see that, in October 2022, you were notified that you would receive an order confirmation via text or email for an upcoming replacement order. However, in the same conversation, it was reiterated that the subscription reminder emails were deactivated. The ******** Care agent who assisted you provided the date of your next order, as well as instructions for skipping an upcoming order or changing your order frequency if needed; this is why you did not receive a reminder ahead of your next order.
  
  We do see that a refund was issued for your last order, and that your subscription was successfully canceled. We've also just issued you a refund for the $5 return shipping fee that was withheld. This should be back in your bank account in the next **** business days.
  
  We hope this information is helpful, and if we can further assist you in any way, please let us know. We're always here to support you.

  Customer response

  11/07/2023

  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 and the matter has been resolved.

  Please note I am accepting this response with the expectation that my refund will be processed as detailed in the attachment above. 
  
  Sincerely,
  
  *********************
  
  
  
   
  

  
  

• Initial Complaint

  01/31/2022

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I have a monthly subscription for Revaree, a personal hygeine product. Recently they said my $40 monthly cost would increase, or I can stay at the same price but buy a 3 month's supply for $120. I opted for the 3 month supply. Every month, they notify me when my order is being prepared, and I have the option to go on the website and "Skip" the order. I have done this several times in the past, and I can also reset the next delivery date. On January 23, I received the notice that they were preparing the order and I went on the website, I "skipped" the order and reset my next delivery date for **** I received this reply:"Thank you so much for contacting Bonafide. Our ************* Team is currently receiving an extremely high volume of inquiries across all platforms (including phone, email, SMS, live chat, and social media), so it may take us a bit longer than usual to get back to you. That said, please rest assured that our small-but-mighty team is working extremely hard to respond to everyone as quickly as possible and will be in touch as soon as they can.In the meantime, if you havent checked out our *********** yet we highly recommend doing so, as the FAQs there may help to answer some of your questions.We truly appreciate your patience and look forward to assisting you soon. Have a wonderful day!"Then on January ****************************************** $120. I wrote to them again, they replied that they saw I had reset my next delivery date to **** but it's too late to cancel the shipment, and they also do not accept returns. Then they said I have to notify them 5 days before the ship date. I REPLIED IMMEDIATELY when they sent the notification that they were preparing the order. I understand that they had a glitch in the system and they had a high volume of inquiries, but that doesn't mean that they can ship items I don't want and charge me for them.I received the package today, I'll be happy to return it to the post office unopened,

  Customer response

  03/14/2022

  Better Business Bureau:
  
  At this time, my complaint, ID ******** regarding Bonafide Health has been resolved.  I received a full refund of the $122.10 purchase price on February 25, 2022.  Thank you so much for your help.

  (By clicking "OK", your complaint will be closed as Resolved.)

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

*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. ↩