Complaints

This profile includes complaints for Double Wood Supplements's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Double Wood Supplements

  205 Elmwood Ave Sharon Hill, PA 19079-1005

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  Double Wood Supplements

  3510 Scotts Lane Suite 219 Phila, PA 19129-1573

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:07/11/2022

  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 purchased several products from this company via ******. Their products are advertised as "Made in the USA". I found out that this is not true and is in fact fraudulent advertising. I have called this company at the number listed on their Amazon store almost a dozen times now over the past few weeks. They NEVER answer their phones. I have left voicemails each time I have called but they NEVER return phone calls. The one time I did manage to reach someone at this company (a few weeks ago), they confirmed that their Marshmallow Root (for example) was actually coming from China, not the USA. I cannot return these products to ****** as they were purchased outside of the 30 day return window. I have been defrauded and want a refund of the products I purchased from them. This company has already received a warning from the FDA for false claims, so their reputation speaks volumes. This is a link to the *** complaint: ********************************************************************************************************************************** This disreputable company is defrauding customers and risking our health. Who knows what's actually in the product coming from China? I refuse to consume anything made in China due to safety concerns. 

  Business Response

  Date: 08/25/2022

  We have a customer service line that accepts calls Mon-Fri (9-5). This customer was able to easily reach a rep and requested refunds on June 28th. All his order numbers from ****** were forwarded to me and refunded immediately despite the product being ordered over a year ago.

  
  

  See attached here for proof of refunds. We even refunded products that are not sourced from China. (See the "refund applied" in red under the order status column)

  
  

  Additionally, we are very open that even though the manufacturing and safety testing process occurs in the US depending on the product ingredients may be sourced globally. Regretfully for many ingredients such as marshmallow root there are no US suppliers. 

  
  

  The FDA letter was for a "disease claim" regarding hangovers which are considered to be a disease by the FDA. Supplements cannot be advertised to prevent a disease and we were not aware hangovers were classified as a disease by the FDA at the time. It was not sent for a false claim.

  
  

  Please let us know if you'd like more information on this situation however, the customer blatantly lied to you regarding not receiving refunds. Additionally, our manufacturing and safety testing process does occur in the United States.

  
  

  Best Regards,

  
  

  Reese W***

  VP, Operations

  Customer Answer

  Date: 08/25/2022

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:

  
  

  To clarify, yes - the business did refund all the products I purchased on ******. This happened I believe just before or at the time I was filing this complaint. So the refund part is settled. What it not settled is the fact that Doublewoods is still advertising its products on ****** as "Made in the USA". This is a deceptive claim that is designed to fool customers. The product may be packaged in the USA, but the product is not made in the USA, i.e. the herbs are not grown here - they come from China, which has an abominable record when it comes to contaminated products. Doublewoods should be up front about where the product is actually being made/grown, not just packaged. The average consumer - when they read "Made in the USA" understand that the product comes from the United States, not from China. This sort of deceptive advertising should be illegal, if it is not already. 

  
  

  As for the argument they make that organic marshmallow root grown in the USA is not available that is also not true. I just recently ordered some from 2 different companies - ******** **** ***** and ******** **** *******. Their sites also list the country of origin - they do not hide the fact of where the product comes from. Doublewoods needs to start specifying the country of origin of their products, instead of defrauding customers by engaging in deceptive semantics games. The only reason not to specify the country of origin is to deceive people who would not buy the product if they knew the truth. 
  
  Regards,
  
  ****** ******