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:04/15/2025

  Type:Customer Service 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 some product (Feb 19, 2025) and was immediately contacted by salespeople for up sale, which is fine but the sales associate, Jarrod, stated that the original order (online) had not gone through and took my credit card information over the phone. A few days later, I had received both orders, charged for both. I made several attempts to contact Barton (they have 2 different #s and names: Barton Nutrition and ****** **********, further adding to the frustration), requesting they simply call me. I then had to contact my bank to dispute the transaction. I may have gotten a voicemail from them, but no way to know for sure as the person responding spoke very poor English and could not understand the message (I did not call back as had no way of knowing if this wasn't some other scam). It is also worth mentioning that their website seems intentionally confusing in the first place, offering a discount if you order more but when you do so, you find out that it's at a discount, but is in addition to your original order. I have ordered several great supplements online and have never experienced this type of dishonesty / frustration, NEVER. And all I asked was a simple phone call to resolve. I have not yet returned the order as the way Barton has conducted business thus far, I have little reassurance that I will be refunded. Simple customer service in form of a phone call from an English speaking rep. (your salespeople speak English fine) and this all could have been avoided.

  Business Response

  Date: 04/17/2025

  Thank you for bringing this matter to our attention. We sincerely apologize for the frustration and confusion you experienced with your order placed on February 19, 2025. We value your feedback and are committed to addressing your concerns.
  
  We understand that you were charged for two orders due to a misunderstanding during your interaction with our sales associate, Jered. Our records indicate that your original online order was successfully processed at 8:45 AM, but a second online attempt, made at 10:16 AM, did not go through. It appears Jered may have only seen the failed attempt and, believing the original order had not processed, took your credit card information to place a new order. We deeply regret this oversight and any inconvenience caused by the duplicate charge.
  
  Regarding the structure of our companies, ****** ********** and Barton Nutrition operate under the same customer service team, treating all products as part of one entity to streamline support. ****** ********** focuses on products like the Diabetes Solution Kit and Blood Pressure Solution Kit, while Barton Nutrition covers our supplement line. We apologize if this distinction added to your frustration.
  
  On the issue of our website, we strive to make the ordering process clear. After entering credit card information, customers are presented with optional additional supplements at a discount. We include prominent banners across the top of the page stating that the original order is processing and large red “No Thank You” buttons to decline further offers. We are sorry if this felt confusing or unclear, and we appreciate your feedback as we continually work to improve transparency. This model is standard in the industry, but we understand it may be unfamiliar and are committed to making it as straightforward as possible.
  
  We acknowledge your attempts to contact us and apologize for any difficulties. Our records show that you sent an email on February 17, 2025, and we responded the same day. We did not hear back from you until five days later, on February 22, 2025, after the order had already shipped and you had filed a chargeback. Additionally, you reached out to Jered on February 21 and left a voicemail, and we sincerely apologize that he did not follow up with you. You also mentioned receiving a voicemail from a representative that was hard to understand, but we do not have any record of a voicemail being left for you by our team. 
  
  You mentioned filing a chargeback with your bank, and we respect your decision to pursue this route. We have provided the bank with documentation confirming your online purchase and the subsequent phone order placed with our sales associate. The outcome of the dispute is now in the bank’s hands, and we will address this matter through the chargeback process. 
  
  We are sorry for the frustration this experience caused and value you as a customer. Thank you for giving us the opportunity to respond.
  

• Initial Complaint

  Date:10/18/2024

  Type:Billing 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.

  Recently purchased nutrition product from above company and after check out on line price higher than wanted( they added other product not wanted) I called to cancel order requesting an email stating order had been canceled. I received two maybe three emails from company stating order canceled; so after AC few days I deleted emails. Last two days I received email again from company stating order was shipped and should be received by 10/21/2024. I called company this morning 10/18/2024 and asked why item being shipped when supposedly canceled. Representative Allee said it was not canceled and denied having any emails sent to me me stating it was canceled. I am wanting complete re-imbursmentvof total price paid , he was not cooperative and Infelt rather rude

  Business Response

  Date: 10/21/2024

  Thank you for reaching out and sharing your concerns. I’d like to clarify a few details regarding your recent purchase.
  
  You placed an order for 6 bottles of *********** on October 15 for a total of $234 plus tax. On the same day, one of our health coaches called you, and you informed them that you had already called to cancel the order. However, the health coach did not see any evidence of a cancellation in the system and advised you to contact customer service directly, as they handle cancellations.
  
  After reviewing our records, we have no record of any calls or emails requesting the cancellation of your order. If you had called and requested a cancellation, we would have gladly obliged and processed the cancellation immediately. Our system also sends automatic email notifications for any cancellations, refunds, or shipments. As evidence, we have provided documentation of these automatically generated emails for your order, including the ordering confirmation and shipment details. However, no cancellation emails were sent, as no cancellation was requested or processed.
  
  Additionally, no other products were added to your order, and the total price you were charged matches the amount shown on the checkout page during your purchase.
  We understand your frustration, and if you would like to return the order once it arrives, we will be happy to process a full refund upon receiving the returned product, as per our refund policy.
  
  If you need further assistance or have additional questions, please don’t hesitate to contact us. We are here to help ensure a smooth resolution.

• Initial Complaint

  Date:08/10/2024

  Type:Sales and Advertising 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.

  I saw the ad for CinnaChroma on Facebook. The ad said I'd lose weight or I could get my money back. I purchased this on 6/14/24 and have not lost any weight but I have gained weight. The company has a 100% money-back guarantee so I contacted them through the Barton website last weekend. I have not heard anything back from them so I'm asking you to get my refund. I offered to return the unopened bottles if they would send me a postage-paid return mail label. I also was overbilled because I placed one order but it looks like I was charged $166.90 and $171.90 on the same day. I NEVER received an email from the company after the order to provide an invoice but I found these on the Barton website. I am 70 years old and live on a fixed income. I can't throw away money on things that don't work.

  Business Response

  Date: 08/12/2024

  Thank you for reaching out and sharing your experience. We apologize for any frustration you’ve encountered.
  
  Regarding your order, I’ve reviewed the details and understand your concerns about both the product and billing. To clarify:?
  
  1. Order Charges: You mentioned being charged twice, but after checking our records, it appears that the online order ************************* for $171.90 was declined, so no payment was processed for that amount. The successful charge was $166.95, which corresponds to your phone order *************************. ?
  
  2. Weight Loss Concerns: We're sorry to hear that you haven't seen the results you were expecting with CinnaChroma. While individual results can vary, we suggest following the 3-phase program outlined in the Diabetes Solution Kit to maximize your weight loss efforts. The webinar we provided also offers additional guidance.?
  
  3. Refund Request: As per our refund policy, we do require customers to return the bottles (even if empty) to receive a refund. Unfortunately, we don't provide postage-paid return labels. Once we receive the returned bottles, we’ll process your refund promptly, minus the shipping costs.?
  
  4. Response to Your Email: We understand that you may feel your initial email was not addressed, but please note that we responded within 24 hours of receiving your message. In our response, we provided detailed information about your order, offered a 35% discount to continue with CinnaChroma, recommended a helpful webinar, and extended our support to assist you further.?
  
  We understand that living on a fixed income can make this situation particularly stressful, and we want to help. If you’re willing to continue using the product, we can offer a 35% discount to keep and try more. However, if you still prefer a refund, please send the bottles back, and we’ll take care of it right away.
  
  ?We genuinely want you to achieve your health goals and are here to support you every step of the way. Please let us know how you would like to proceed.
  
  ?Thank you for giving CinnaChroma a try, and we wish you the very best in your health journey.
  
  

  Business Response

  Date: 08/15/2024

  Thank you for reaching out to us regarding the return policy for CinnaChroma. We understand your concerns, and I’d like to clarify the details based on the information provided on the page where you attempted to place your order: **********************************
  

  As stated on the page, CinnaChroma comes with a 365 Day, 100% Money Back Guarantee. This means that if you change your mind at any point within the next 365 days, you can contact our US-based Customer Service team, and we will refund your purchase according to our refund policy. You can even keep the FREE Blood Sugar Solution Kit bonus as our way of saying "thanks" for giving CinnaChroma a try.
  
  However, according to our refund policy outlined on our main website (**************************), we do require that the product bottles be returned in order to process the refund. Once the items are received, we will be happy to issue a refund, minus any applicable shipping fees.
  
  Additionally, the checkout page states the following:
  "Try It And Love It! Money Back Guaranteed. Your happiness is our #1 and only priority. If you're not amazed by how much better you feel, then email our friendly customer support team within 365 days for a speedy and courteous refund. Just send back your bottles (even empty ones) for a refund, less shipping. You can even keep any free bonuses!"
  
  In line with this policy, to process your refund, we kindly request that the product bottles be returned (even if empty). Once we receive them, we will promptly issue your refund, minus shipping fees, as detailed in our full refund policy here: **************************.
  
  If you have any further questions or need assistance with the return process, our team is here to help. Please don't hesitate to reach out.
  
  Thank you again for choosing CinnaChroma, and we look forward to assisting you.

  Customer Answer

  Date: 08/21/2024

  
  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, but I think it is a shifty company with hidden "rules". NONE of this was in the video about returning empty bottles and who goes to the website unless you have a problem. Who keeps empty bottles? Oh well I give up but I will NEVER buy from this company again. 
  
  Sincerely,
  
  ***** *******