ComplaintsforPiping Rock Health Products

• Initial Complaint

  05/06/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Good morning,The above company is selling Vitamin supplements all over *************. My data has been breached and exposed to the dark web on the 25th of April 2024 along with over 2 Million customer who dealt with them. I have had to change all my credit cards, have received lots of spam and phishing emails, since everything has been exposed . I have contacted the company numerous times, but always get the same response ( we will contact you tomorrow) which never comes. No reply at all. They should at least provide free Equifax support for all the affected customers. There are strange phone calls, Companies asking about purchase confirmation of crooks, the last one was for $1200.00, some person wanted to buy a new Apple I-phone with my card! Luckily I was able to deny approval of purchase. I am not at all happy with this. It is their fault and they should rectify the problem asap.

  Business response

  05/21/2024

  While one of our service providers, Plobal Apps, did experience a data security incident last month, financial information and passwords were not involved.  
  Specifically, an unauthorized user gained access to Plobals network and accessed a piece of computer data, known as an API key. This access enabled the unauthorized user to access ********************** ************* mobile storefront customer data. The evidence indicates that the unauthorized user downloaded certain ********************** Rock customer order information from the Plobal-based application.  Piping Rocks infrastructure and systems were not involved or affected. And your financial information and passwords were not involved or affected. 
  We have not identified any information that would require privacy notifications under the various applicable laws.  
  Nonetheless, we have taken steps to further enhance our existing security measures and no longer conduct business with Plobal.  

  We appreciate your understanding and value your business.

  Customer response

  05/21/2024

  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

  03/04/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I was attempting to make a purchase I was told the purchase was unsuccessful but I was charged twice for the purchase on my card I would like a full refund

  Business response

  03/07/2024

  Hello,

  I have searched our order system with the email provided and we have nothing with this email attached, is this the same email used when placing the order? 

  Please inform if you have any order number or confirmation that could help us help you as the system doesn't bring anything up.

• Initial Complaint

  10/30/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Consumers should stay away from ************** company, unless they have lots of time to deal with bad customer service and not resolving the issue of broken/spoiled products and majority near expiration date products. This company has no regards for customer ********************** and concern. Take your business to other companies that care about you.Before purchase I was assured through their online chat that their products has around 2 years till expiration, even for their discounted product. So, I bought over 20 similar and different vitamins and health products, counting on finishing them before 2 years expiration. The carrier dropped the box under the son with fish oil oozing out of the box. I got home and opened the box and liquid fish oil all over the products. And only 5 out of 22 products had reasonable expiration dates. The rest was from first of **** while the box sat under sun for unknown hours (spoiled?). I have documented all my claims and asked their customer service to replace damaged and short expiration date products with usable products. After asking me to send all claim's pictures, the first customer service was rude and dictating me that I could use all the product at the same time in next few months. Ok, I should overdose on Vitamin D and other health products left under son. No thanks! I complained more and the next person was a bit more reasonable. But did not do anything despite being happy to replace the fish oil and unwanted products. I am asking for replacement of broken fish oil and all under a year expiration dated products per statement their customer service made before purchase.

• Initial Complaint

  06/22/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  This business does not have an unsubscribe link on their marketing emails, which is legally required. The inclusion of an unsubscribe link is mandatory in anti-spam legislation. Any reputable business would know this. As a result, I have had to email Piping Rock three times to be removed from their mailing list. I have been ignored every time and continue to receive their emails. I never want to receive an email from this company ever again and I would suggest that they comply with legal requirements around unsubscribe links to save future individuals from this frustration.

  Business response

  07/07/2023

  Hello,

  This customer has been removed/unsubscribed from all and any emails customer has registered for, I have verified, and all subscriptions have been removed.

  Customer response

  07/10/2023

  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

  12/12/2022

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I ordered *** of ******* from Piping Rock with the order number ********. When I placed the order, I had it listed under my old address, and not at my new one that is in this complaint. It was delivered to the wrong address, and I never received it on December 10, 2022. I reached out to customer service through email, and they refused to give me my refund of $48.72. I said it one more time reserving my rights, etc., and got a response that it was forwarded to the proper team. In turn, I went to Paypal and the BBB to get my refund.

  Customer response

  01/06/2023

  Better Business Bureau:
  
  At this time, my complaint, ID ******** regarding Piping Rock Health Products has been resolved.
  

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

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

• Initial Complaint

  12/02/2022

  Complaint Type:

  Delivery Issues

  Status:

  Unanswered

  More info

  My name is *********************. I ordered twice from piping rock and both times my orders were cancelled due to their own error. I asked them for my money back and they said they have voided the transaction and they have not captured any amount. At first they said my money will be back in 1 to 5 days but now its been a week and when i asked them they say that i have to ask my bank to cancel the payment. My bank says they can't see any voided transaction. I just need my money back. Order id ******** paid ***** cad Order id ******** paid ***** cad

• Initial Complaint

  03/01/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  On 3/1/22 I accessed their website looking to purchase supplements as I have previously. I seen they had biotin on "sale" **** 25% off originally **** and bogo. I made a purchased that came out to 41 and sum change after processing the order and viewing the confirmation page I noticed I was charge the original price instead of the listed price. I contacted customer service the ************* stated the "sale price" had increased while I was processing my order however the link to the product he sent me still listed the **** price (which I pointed out) ram then instructs me to log out and login again only after clearing my cache and cookies on my phone (however I've already processed the order) but I did what ram said to do after that I get the *************** whom tells me "sorry you noticed that change in the price" and after going back and forth im told it maybe a system glitch my order will be held for a resolution. It also listed bogo in the cart with the listed price of **** however I've been told it's either or but their website listed something different how are they not honoring their "technical glitch". That's false advertising bait and switch. They have since took off the bogo as of 11:30am. They had both bogo and 25% off on the item.

  Business response

  03/08/2022

  Good Day!

  I have looked into this account and the sales that we were promoting during this time, I understand what the customer is pointing out and due to the sale being over and not sure what the customer did on her side in her account I will be refunding her the $2.00 for the difference of what she saw and what was charged.

  We do not do any bait and switch as we will never promote any sale we do not honor so with that being explained customer will see the $2.00 refund back to her payment method she used on the order when she placed it.
  

  Customer response

  03/08/2022

  Its crazy that I had to reach out to the BBB to get a solution you say you all honor a sale yet the representative was set on doing anything and everything except honoring the sale. Its not the consumers fault that your system ran two different sales at the same time which is what occurred. 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

  12/21/2021

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Isn't the calculation of sales tax should base on the discount price?PipingRock company charges the sales tax based on the original amount, not based on the discount amount.I have purchased their product on 12/19/2021 for a total of $75.98 before the discount.With the $30 off promo, the price dropped to $45.98.But they charge $7.79 in sales tax by calculating from the $75.98.I hope they could refund the $3.08 sales tax to me.

  Business response

  01/13/2022

  Hello,

  We appreciate this being brought to our attention, I have looked into this matter and we see there was a glitch when this order was completed, we apologize for that and we have refunded this back to the customer.

  Please see attached for proof of refund for this customer.

   

  Thank You
  

   

   

   

• Initial Complaint

  12/16/2021

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  On December 5, 2021, I received a message from Piping Rock Customer Service:Your order has been cancelled Dear ******,This email is to inform you that your order ******** has been cancelled. If you did not request this order to be cancelled, please contact our customer care. Your card will not be charged for this order. Any pending charge on your card will be cancelled.I used my rewards $ ***** on this order. I contacted customer service and they told me that: The voided payment will be revised back to you card as well as to your rewards account shortly. The paid amount will be revised back in your account within 1-5 business days. For the rewards money, I will share the details with our team so that our team will work and revise the amount in your account.

  Business response

  12/17/2021

  Hello,

  I have verified and the rewards refund of $15.71 is available in the customers account, please see attached that reflects Current rewards. We do apologize for any inconvenience in this matter.

   

  Customer Care Agent
  

• Initial Complaint

  08/02/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I have been attempting to purchase some piping rock vit e products online in Australia. I tried to adjust my original selection before completing shop or including any credit card details. The site wouldnt allow me to delete any items and just kept adding items When I tried to find a contact number for Aus. there was none When I called the number in Ohio, the Very rude, robot-like female answering the phone, didn't Answer with her name, and then refused to give me Her name even after I explained that I, would like her to (as is Normal when answer a business phone) provide her first name so that I, can introduce Myself and provide My first name - for not just normal Politeness, but for Normal Ease of following a communication if they/I have to Refer to at some time. But she just kept roboticly - And Rudely, ignoring my request, not giving any explanation for her strange manner, And manners - repeating who would you like to Speak to/which area would you like to go through to/similar.

  Business response

  08/02/2021

  Hello,

  I have pulled the transcripts and see that the rep that answered customers call stated her name clearly as all the reps are trained to answer with their name, this rep also was the one who placed the customers order. during their phone conversation.

  I am not sure what number customer called before reaching us as we do not have a Customer Care dept based out of Ohio.

  This complaint seems to be a mix up on numbers for the company, for what I see this order was placed with one of our Friendly customer agents and customer was pleased once her order was completed, call ended.

   

  Sincerely,

  Customer Care
  

*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. ↩