ComplaintsforBarton Publishing

• Initial Complaint

  06/26/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  On June 7 I ordered a book on high blood pressure that was to be mailed to me and I have never received it. I have sent more than one email to them. They have sent an email response that did not answer my question as to when I would receive my book. They continue to send emails trying to get me to purchase other items. I would like to have the book but if they won't send it to me I would like a refund.

  Business response

  07/01/2024

  Thank you for reaching out and expressing your concerns. We understand your frustration and want to clarify the situation for you.
  
  On June 7, you ordered the High Blood Pressure Solution Kit. According to our records, the purchase was for a digital version of the book, which was immediately available for download. We promptly provided a receipt by email and a download link for your convenience.
  
  It appears there may have been some confusion regarding the format of the book. We have sent multiple emails, including the receipt again, which clearly indicates that your purchase was for a digital item. In these communications, we also included a download link so you can access your book right away.
  
  If you prefer a printed copy of the book, we are happy to accommodate your request. Please let us know if this is your preference, and we will arrange for a printed version to be sent to you. Alternatively, if you still wish to receive a refund, we can process that for you as well.
  
  Please check your email inbox for our previous communications, and do not hesitate to reach out if you need further assistance.
  
  Thank you for your understanding and patience.

• Initial Complaint

  06/01/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I needed information about diabetes. Found Barton Publishing on the internet. Listend to a long spell. They said they were selling a book for 19.99 used. I gave them my info and credit card number for the 19.99. They then continued trying to sell me 9 months of pills. At this point I exited the phony scam. At this point I went on a to search for a review of the company using the BBB and found pages of complaints. After my search I informed my bank and blocked my credit card. This company is not operating on the level.

  Business response

  06/03/2024

  Thank you for sharing your experience with us. We understand your concerns and want to clarify a few points.
  
  Firstly, we see that your credit card order was declined, so no charge was processed on your card. We apologize for any confusion or frustration you experienced during the ordering process.
  
  Our intention is to provide valuable information and support to those managing diabetes. While we do offer additional bottles of *********** (among other supplements) for those who may need and benefit from extra support, we believe our ******** Solution Kit is comprehensive and effective on its own, particularly when following Phase 1 of the program.
  
  We appreciate that you conducted research to make a final decision. However, we encourage you to also explore the positive feedback and success stories shared by many of our customers. You can find these stories on our website here: https:/*********************************
  Additionally, we offer nearly 300 free webinars with Dr. Scott Saunders, where he provides valuable information on reversing high blood sugar naturally gathered from his years of medical practice and scientific research. These free weekly webinars are available for anyone to access, and you can interact with Dr. Saunders live to get answers tailored to your specific needs. You can find all of these free webinars on our ******* channel: https://www.******************************
  
  We strive to be a company that offers both paid and free resources to support your health journey. If you have any further questions or need assistance, please feel free to reach out. We're here to help. https://****************************

  
  

  Customer response

  06/03/2024

  
  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 as long as no charges to me will be posted to my credit card. However, I found the the process of selling the product misleads the customer and the BBB records confirmed to me there could be potential problems.

  I thank the BBB for their help.

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

• Initial Complaint

  04/25/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  4/23/24 I tried to place an order for a book. Price I put in my credit card information for was 19.99. This company then billed my card 304.85 for book and supplements I never ordered. I reported this transaction as the fraud it is to my bank. Then contacted the company. They refused to do anything. Then I looked up complaints against them. After seeing this has happened numerous times to people. I closed my card so they could not continue to charge me. I decided to file my first complaint ever against this business because what they are doing is scandalous.

  Business response

  04/26/2024

  We are sorry to hear about the confusion regarding your recent order. Our records indicate that you selected 9 bottles of Reflux Remedy on the ordering page before completing your purchase. We want to clarify that we cannot add anything to a customer's order, and all items added to the cart are the direct result of the customer placing the order.
  
  However, we understand your concerns and are here to help. If there was any issue during the ordering process, our customer service team is available to assist and correct the order as needed. But unfortunately, the order had already been shipped by the time we received your message, which we responded to in a timely and orderly fashion.
  
  Additionally, since you called the banked and filed a chargeback, we were not provided with a timeframe to make any adjustments to the order or issuing a refund. This was a mistake because it ties our hands to be able to assist you further. However, we will provide all available digital evidence to the credit card company to demonstrate that you made your selection online, and we are confident that we will resolve the matter in our favor.
  
  We recommend waiting for the chargeback dispute process to be completed. When the dispute is resolved in our favor, we will be able to address any concerns or issues regarding your order at that time.
  
  Furthermore, there is no recurring order indicated on the receipt, so no further charges would be made. Therefore, there is no need to cancel your credit card. We cannot and will not charge a customer without their authorization. 
  
  If you have any further questions or concerns, please don't hesitate to contact us. We appreciate your understanding.

  Business response

  04/29/2024

  Thank you for reaching out to us regarding your recent order. We understand your frustration, but we want to address the concerns you've raised.
  
  Our records show that you placed an order on April 23, and our team processed it immediately. The email you sent us was received after hours on April 24 at 7:48 pm. Unfortunately, by the time we received your email on April 24, your order had already been processed at our fulfillment center for shipment on April 25. This is why we informed you that the order had already shipped.
  
  We assure you that we take customer feedback seriously and always strive to provide the best service possible. However, in this case, the order was processed before we received your email, and we acted as soon as we could to inform you of its status. We replied to your email on April 25 at 9:31 am with the information that your order had already shipped. Tracking confirms that your order shipped on April 25.
  
  We want to clarify that our website clearly states that orders typically ship within 24-48 hours of purchase. Therefore, it's possible for orders to be processed and shipped shortly after they are placed.
  
  Additionally, once orders have been moved to fulfillment, we are unable to cancel the shipment.
  
  We understand your frustration, but we want to clarify that our intention was not to mislead you. When we said that the order had shipped, it was based on accurate information available to us at the time. There is no evidence to suggest otherwise, and we provided transparent and truthful information about the order's status.
  
  We want to emphasize that we do not engage in fraudulent practices, and it is never our intention to mislead or harm our customers. We are committed to providing quality products and excellent customer service to all of our customers.
  
  If there are any further concerns or if you would like to discuss this matter further, please feel free to contact us. We are here to assist you.
  
  Thank you for your understanding.

  Customer response

  04/29/2024

  Again I did not order yet the supplements! I have requested a return label for these products I did not order. 
  I will not open & it needs to be returned. 
  Again I only tried to order a 19.99 book. That is what I put in my payment for. I never ordered or authorized the supplements. You have complaints all over for doing this to people on different formats for different conditions. Send a return label so this can be done. 
  

• Initial Complaint

  04/02/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I ordered 6 bottles of *********** And the company Barton Nutrition sent over 100 bottles and changed my ******** card $5000 I am returning the 100 bottles for a credit to my card.

  Business response

  04/02/2024

  Thank you for bringing this matter to our attention. We understand the confusion regarding your recent order and sincerely apologize for any inconvenience caused. Allow us to provide clarity on the sequence of events.

  After placing your order online for 6 bottles of ***********, our health coach ***** reached out to you to verify your address and discuss additional supplementation options based on your medical history, needs, and health goals. During this conversation, ***** offered you a discounted rate of $45 per bottle as part of our coaching program, which included 18 bottles each of ******** ************ ***** *** ******* ********** ********** *** ******* ***** *******. He thoroughly explained the benefits of each supplement and outlined the full ******** ********* plan, totaling $4701.33.

   You expressed initial concern about the additional cost, as you had already paid over $300. Jason reassured you that this program was designed to address specific health concerns, such as neuropathy reversal and increasing energy levels, and emphasized our commitment to customer satisfaction by offering a refund if the products did not meet your expectations. Upon confirming payment with your ******** **** ****** ** ***** ***** mentioned the possibility of your ******** ****** *card reaching out via text message for further confirmation.

  Regarding your agreement to the program and the associated cost, we appreciate your willingness to try our products and understand your commitment to addressing your health concerns. We encourage you to try the supplements as part of the recommended program, and we're here to support you every step of the way.

   Your satisfaction is of utmost importance to us, and we appreciate your patience and understanding as we work to resolve this issue. If you have any further questions or concerns, please do not hesitate to reach out to us. We are committed to ensuring a positive experience for all our customers.

• Initial Complaint

  03/12/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I ordered online a ******* ***** ******** *** for $19.97 from a Facebook Ad from Barton Publishing on 05Mar24. I was surprised to receive a total charge of $389.92 w/c included the $19.97 kit and 9-bottle supplement of $351 + $18.95 handling fee ($369.95) per order ID BARTN-202403052207-022610 dtd 05Mar24. I disputed the unauthorized $369.95 w/c I insisted I did not order and requested for a refund. *** ******* *** *** *** of Barton Publishing offered a 40% disct and advised to try the product first & if not satisfied, can return it even if already opened w/in 365 days, money back guarantee. I insisted that I want a refund of $369.95 as I am not interested & hv no intention of trying it..better not to send them to me from the start as they will not shoulder the courier fee if I return the product to them..as you know the courier fee wud be expensive from the Phils. to the U.S. .I kindly ask your kind indulgence in helping me to get back my refund of the unauthorized charge of $369.95. I still insist that I did not authorize it. I do not need the product as I am using a local supplement and hv plenty on stock. This refund is al ot of money and will be big help for me. Looking foward to hearing from you. Thank you very much. More power.

  Business response

  03/13/2024

  Thank you for reaching out to us and providing additional details regarding your recent order.
  

  We sincerely apologize for any confusion or inconvenience you experienced with your order. We understand your concerns about the unexpected charge and the supplement product that you did not intend to purchase.
  

  Upon reviewing your account and order details, we found that your order was placed online on March 5, 2024 for the Healthy Heart Solution Kit, as advertised for $19.97. However, it appears that an additional supplement product was added to your order during the checkout process, resulting in the total charge of $389.92.  
  

  It's important to note that during the checkout process, customers are given the option to add extra bottles of the supplement to their order. This selection is made by the customer, and additional charges apply accordingly. A screenshot of the option to add 9 bottles of Healthy Heart Support is provided. 
  

  We apologize if there was any misunderstanding during the ordering process. We strive to provide a transparent and straightforward purchasing experience for our customers. Nevertheless, we understand that mistakes can happen, and we are committed to resolving this matter to your satisfaction.

  Our customer service representatives, Mr. Gabriel and Ms. Mia on March 8, offered you a 40% discount on the supplement product and advised you to try the product first. This resulted in a refund of $160.37. They also informed you about our 365-day money-back guarantee, which allows customers to return the product for a full refund, even if it has been opened. Notes from Mia and Gabriel dated March 8 on your order show that you were willing to keep the product.
  

  We understand that you have no intention of trying the product and prefer to receive a refund for the unauthorized charge. However, please note that our refund policy requires the return of physical products for a refund. We cannot process a refund without receiving the returned items.
  

  We acknowledge that you contacted us AFTER the product had already shipped on March 7. We regret any inconvenience this may cause you. We recommend considering the option of returning the product via a local courier service or postal service that offers affordable shipping rates.
  

  Please rest assured that we are here to assist you in resolving this matter. If you decide to return the product for a refund, please let us know, and we will provide you with the necessary instructions and assistance.
  

  Once again, we apologize for any inconvenience caused, and we appreciate your understanding and patience in this matter. If you have any further questions or concerns, please feel free to contact us.
  

  Thank you for your cooperation.

  Customer response

  03/14/2024

   
  Complaint: ********
  
  I am rejecting this response because:
  I was very sure that I only clicked the  "No thank. I understand this is the only time I will see this special offer'  button. I swear I did not touch the 'Add to Order' button as I do not need these supplements. I was only interested in *** ******* ***** ******** *** for $19.97. I do not know what happened in their system why I was charged for that supplements..Please help me to get the refund of $369.95 after return of the product with courier fee to be shouldered by Barton Publishing.

  FYI, I did not agree to the offer,  it was my brother from the U.S. they  were talking whom I requested to contact them to immediately intercept the shipment because of the time  difference between U.S. and Philippines.

  Looking forward to your usual assistance and solution to this concern.

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

  Business response

  03/20/2024

  Thank you for reaching out to us with your response. We understand your frustration and want to address them as thoroughly as possible.
  
  It's important to note that our system is designed to only add products to an order if the customer explicitly selects them during the checkout process.
  
  We acknowledge that ordering online, especially using a mobile device, can sometimes lead to accidental selections due to the smaller screen size. We apologize for any confusion that may have arisen from this. We also understand that mistakes can happen, and we are here to assist you in resolving any issues that may arise.
  
  Upon completing your order, a receipt is immediately sent to your email address for your review. This allows you ample time to verify the contents of your order and make any necessary changes before it ships. We encourage all our customers to carefully review their receipts to ensure the accuracy of their orders.
  
  In an effort to resolve this issue, we previously offered you a 40% discount on the total order amount, which you accepted. Unfortunately, as stated in our refund policy, a full refund can only be processed once we have received the product back in our warehouse. Additionally, our policy states that the cost of returning the product is the responsibility of the customer, and we are unable to provide compensation for this cost.
  
  Furthermore, we understand that your brother spoke with our customer service representative, but it was after the order had already shipped. 
  
  Thank you for your understanding and patience. Rest assured, once we receive the returned product in our warehouse, we will process the refund promptly.

• Initial Complaint

  03/08/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On or about August 22, 2023, In response to a TV ad.I called Barton Bublishing to purchase a book, Diabetic Solutiom Cookbook Bible & Meal Plan for $19.97. I was offered a virtual copy , so I could read it while awaiting the hard copy. I accepted. There was no mention of an additional charge. About a week or 2 later, I received a call from Barton Publishing called to discuss. supplements. I specifically said I was not interested in any supplements and the caller accepted my refusal . Shortly after, I got an email saying, they were sending me a courtesy shipment of their supplement. This came in the mail and this was repeated. I however ignored it since I had already told them.I did not want supplements and assumed that it was a sample. Unfortunately, I do not always check my credit card statements. In December, I was decluttering and found one of my credit card statements, with a payment to Barton Publishing for $47. I promptly called the credit card company and.asked if that was a recurring payment. I was told were $47 payments from Sept. through Dec. and additionally a payment on August 22, for $119,52. I immediately contacted Barton Publishing and asked what was I being charged for. They said monthly supplements that I had ordered. I repeated the conversation that I had with their staff several months before. Pointing out that I specifically said I did not want supplements and that was accepted. I then asked about the $119.52 In August and was told that it was for the hard copy of the book, the virtual copy and supplements which I had ordered. I responded that I had only ordered the hard copy of a book and was offered the virtual copy with no mention of an additional charge, and I had definitely not ordered supplements. The person on the line checked my account and said since I had not opened the virtual copy. I would be refunded that money. That was not done. I need them to return the $288.65 as my transaction was $19.97.

  Business response

  03/13/2024

  Thank you for bringing this matter to our attention. We apologize for any confusion or inconvenience you may have experienced with your order.
  
  Upon reviewing your account and the details provided, it appears that you initially placed an order for the Diabetic Solution Kit for $19.97. As part of the offer, you also opted for the printed copy of the book, which was ADDED to your order (and the screenshot of the selection is provided).
  
  Additionally, it seems that you were presented with an offer to enroll in our CinnaChroma auto-order program during your initial purchase. This option was clearly marked as a recurring order, and your selection to enroll was confirmed in multiple places during the checkout process (as provided). The charge for the CinnaChroma supplements and subsequent shipments was outlined in the receipt that was emailed to you immediately after your purchase and each every monthly purchase.
  
  Furthermore, our records indicate that you contacted us via SMS after the initial order had shipped and been delivered. However, we replied that any customer service must be done over the phone to cancel. We received a call from you 4 months after the initial order had been processed and 5 CinnaChromas had been delivered. At this time, we explained the entire order process to you, that each auto order was sent by receipt to you. The auto order was then cancelled in our system.
  
  We immediately received chargebacks for each order. Regarding the chargeback requests, our system automatically refunded the amounts for each chargeback initiated on your account for the 4 auto orders of CinnaChroma. Since you opted to keep the products rather than returning them, we are unable to issue further refunds for those transactions.
  
  It is also important to note that the chargeback filed for the initial order was thoroughly investigated, and we provided all the evidence to the credit card company, including the selections made during the checkout process, the delivery of the products, and the receipt sent to you immediately after purchase.
  
  After reviewing the evidence, the credit card company ruled in our favor, confirming that the purchase was indeed made by you, and all selections were clearly outlined during the checkout process. As a result, we won the dispute, and the ruling of the credit card company must be accepted by both parties as a third party.
  
  We strive to provide transparent and reliable service to all our customers, and we take the chargeback process seriously to ensure fair outcomes for both parties involved.
  
  While we understand your desire for a refund, we must adhere to our refund policy, which states that physical products must be returned for a refund. As you opted to keep the products rather than returning them, we are unable to issue any further refunds for those transactions.
  
  If you have any further questions or concerns, please don't hesitate to reach out to us. We appreciate your understanding and cooperation in this matter.

• Initial Complaint

  01/12/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Attracted by a host of emails received, over some years, from *** ****** of Barton Publishing of Brandon, USA under various names of his different branches and brands, I tried to order some digital health books touted by them, however, they neither acknowledged payments made by me, nor sent the digital books online, nor responded to my repeated email reminders. The first amount of $19.97 (corresponding to INR1735.43) were paid to Barton Publishers on 15th Dec, 2023 through Visa debit card of my ***** ***** ****** ******* ******* ********* This amount was paid for the purchase of digital book and bonuses included in their "Blood Pressure Solution Kit." The second amount of $19.00 (corresponding to INR1645.88) were paid to the Get Lean12 Health Branch of Barton Publishers on 11th Dec, 2023 through Visa debit card of my ***** ***** ****** ******* ******* ********* This amount was paid for the purchase of digital book and bonuses included in their "Over 40 Hormone Reset Diet" kit. Neither the orders, nor the payments were acknowledged, nor the books sent/released, which being all digital, should and could have been sent almost immediately. My repeated reminders along with copies of the Bank statements showing the payments to them have also been roundly ignored. If the payments hadn't been received in their accounts for any technical failure, they should have, at least, told me so that I could have taken up the matter with my Bank. Else they are obliged to send my digital books without further delay.

  Business response

  01/12/2024

  We appreciate you reaching out and bringing this matter to our attention. We apologize for any inconvenience you've experienced, and we're committed to resolving this promptly.
  
  Upon reviewing your concerns, we found that an acknowledgment receipt for your purchase was indeed sent to you immediately after the transaction.
  However, it appears that the receipt was returned with a failure notice (see attachment). We apologize for any confusion this may have caused. 
  
  Rest assured, our records indicate that we successfully provided access to the digital products you ordered, the Healthy Heart Solution Kit (not the High Blood Pressure Solution Kit). Please check your email for “Your Access to the Barton Publishing Digital Portal.” We understand the importance of receiving the materials promptly, and we regret any delay you may have experienced. 
  
  Regarding the payment for the "Over 40 Hormone Reset Diet" kit from the "Get Lean12 Health Branch," please note that "Get Lean12 Health Branch" is not a product affiliated with Barton Publishing. We recommend contacting the specific company directly for assistance with your inquiry.
  
  To address your concerns promptly, we are taking the following steps:
  Digital Book Access: Below is the instant access download for the Healthy Heart Solution Kit to ensure you can enjoy the materials.
  DOWNLOAD LINK: 
  ************************************************************************************************************************************************************************************************************************************************************************************************************
  
  Resolution for "Over 40 Hormone Reset Diet" Purchase: As this product is not from Barton Publishing, we suggest reaching out directly to the "Get Lean12 Health Branch" for further assistance with your purchase.
  
  We understand the importance of your digital health materials, and we want to assure you that we are here to support you. 
  
  If you have any further questions or if there's anything else we can assist you with, please do not hesitate to reach out to our customer support team: ************************************
  
  Thank you for your understanding, and we look forward to ensuring a satisfactory resolution for you.
  
  P.S. - We have also responded to your concerns on ****************** with the same information (ATTACHED). If you have additional comments or questions, feel free to reach out here.

• Initial Complaint

  01/05/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  see attachedOn a Sunday evening on October 15, 2023 I received an email for literature about diabetes. I placed an order for that literature. After Barton Publishing took my credit card number, a *** ***** ******* came on the email stating that I had to have these pills. I said, "No, I just wanted the literature." He stated it again. I said, "No pills." Then someone offered another bottle of pills and I said 11No11• By then I was upset and I cancelled the whole order and got off the email. I, then, called the credit card company and explained. She said that she would put Stop on the transaction, also put a Hold on it if Barton Publishing tried to complete the transaction the next day, October 16, 2023 which they did. Imagine my surprise when I got the pills (not the literature) and a bill for $327.26 on October 19, 2023. I called on October 20, 2023 and talked to ****** in Support (customer service) about returning them. I was told that I '°7 opened the package and ****** would not se

  Business response

  01/05/2024

  Barton received a letter from customer ******* ******* and we responded by email with the same information on Jan 2, 2024. After a thorough review of the case, we would like to provide you with some clarification on the matter:
  
  Order Placement: Our records indicate that the order was placed for the DIGITAL Diabetes Solution Kit from ******************** on October 16, 2023. The transaction was completed successfully, and the associated payment was processed on the same day. If your credit card company said they put a stop on the transaction, they certainly did not.  Here is a copy of your receipt, which was also emailed to you the same day:
  <see order receipt for ******* ******>
  
  Supplement Addition: During the order process, the customer opted for the addition of supplements to herexisting order. Our system reflects your affirmative response to this offer.
  <see Turmeric offer image>

  Subsequently, when we offered you the PRINTED COPY of the Diabetes Solution Kit, this offer was declined, as seen here.
  <see print offer image>
  
  Digital access was provided immediately after purchase with a link at the top of the receipt, as well as portal access information provided by email. 
  
  We also emailed you shipment information at time of fulfillment.
  <see email delivery receipt image>

  Cancellation Attempt: Unfortunately, we did not receive any cancellation request before the order was fulfilled. We made attempts to confirm the order with you over the phone, and a verbal interaction ensued, wherein you mentioned canceling the order with the credit card and hung up on us.
  
  Chargebacks: Following the chargebacks you initiated to dispute the transactions, we engaged in the chargeback dispute process. We provided **** with all relevant information to support the validity of the transactions. If the reason for a chargeback is credit not processed, then items need to be returned to issue the credit.
  
  **** Prearbitration Process: ****, as part of its procedures during the prearbitration process, meticulously reviewed all information and documentation submitted by both parties. After this thorough examination, **** has ruled in our favor, affirming the validity of the transactions and concluding in our winning favor.
  
  "If the card issuer disputes a representment or pre-arbitration response from the acquirer, the card issuer may file for arbitration with ****. In arbitration, **** decides which part is responsible for the disputed transaction. ****** decision is final and must be accepted by both the card issuer and the acquirer. During arbitration, **** reviews all information/documentation submitted by both parties to determine who has final liability for the transaction.”
  
  As previously mentioned, when you filed the chargebacks, we invested significant time and effort in disputing them to protect the rights of our company. 
  
  It is essential to understand that chargebacks can have serious consequences for businesses, including financial losses and potential damage to our reputation. As a result, the company reserves the right to dispute chargebacks to ensure fairness and protect our interests. We are pleased to inform you that we successfully won both chargeback disputes. 
  
  We want to express our appreciation for your cooperation in accepting ****'s decision. As a result of the **** arbitration process, the disputed transaction has been deemed valid, and the funds have been debited from your account accordingly and we consider this matter resolved.
  
  Return of Supplements:  At this point, we recommend holding onto the supplements.
  
  I appreciate your understanding of this situation, and we are committed to ensuring your satisfaction. If there's anything else we can do to address your concerns, please let us know.
  
  Thank you for your time and cooperation.

• Initial Complaint

  12/04/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  On 8/10/2023 I ordered 6 bottles of Cinna Chrome and 6 bottles of Turmeric Plus and an e book for $597.17. In the ad there was / is a warranty that states satisfaction or your money back. After using the product I have seen no improvements nor has my Lab results shown any improvement. I telephoned the number 888-356-1146 after a few months they told me I needed to use it for three months before any refund. I waited until today, almost 4 months. Now they tell me I need to return ALL EMPTY BOTTLES. no where in the add that I ordered form was there any statement on any kind about empty bottles. Or I would have saved all the bottles. All I want is for them to honor there money back guarantee and refund my money. My order number is ******************. Order date was 8/11/2023 at 10:56:56 PM. I talked to ***** and she said good luck getting your money back!!! Thank you for any way you can help me. *** ***** 

  Business response

  12/04/2023

  Thank you for reaching out to us, and we appreciate the opportunity to address your concerns. We're sorry to hear that you haven't experienced the expected results with our program.
  
  To clarify, our team recommended following Phase 1 for three months to allow sufficient time for your body to respond to the program effectively. However, this does not restrict your eligibility for a refund. If you find that our product has not met your expectations, our refund policy allows for returns within a specified timeframe, up to 365 days after purchase, as detailed in the terms and conditions.
  
  It's important to note that our refund policy was clearly communicated on every ordering page during your purchase journey: "If for whatever reason you are not satisfied, simply contact us and return any physical products within 365 days from your purchase, and we'll refund you right away!" Additionally, the policy was linked on your receipt and is readily available on our website: h**********************************
  
  Our website utilizes tracking mechanisms to monitor visitor activity, including the pages visited and the specific purchase pages. In reviewing your case, we have evidence that you visited the following sales sites:
  ************************************
  ************************************
  ************************************
  
  On each of these pages, our refund policy is provided for your reference and also linked at the bottom of each page. We take measures to ensure that our customers are informed about our policies, including the terms related to returns and refunds. A screenshot has also been provided.
  
  It's important to note that our refund policy stipulates the return of physical items for a refund. While we empathize with your situation, the policy is designed to maintain consistency and fairness for all customers.
  
  We sincerely apologize for any frustration or misunderstanding you've experienced with our customer service. We take your concerns seriously and want to assure you that we are committed to resolving this matter to your satisfaction.
  
  We investigated the claim that our customer service representative said, "Good luck getting your money back." The recording of the call verified the specific details of the conversation, and we want to emphasize that such comments were not said and are not in line with our commitment to providing helpful and friendly assistance. Our goal is to ensure that our customers feel supported and understood. 
  
  We want to assure you that our customer support team is here to assist you throughout the refund process for the remaining bottles you have.

  Business response

  12/12/2023

  Thank you for reaching out to us, and we appreciate the opportunity to clarify our refund policy. We understand the importance of transparency and want to ensure that you have a clear understanding of our commitment to customer satisfaction.

  
  Our Unconditional 365-Day Money Back Guarantee is a testament to our confidence in the quality of our products. This policy assures our customers that, under any condition, they are eligible for a refund within 365 days of the purchase date. However, it's crucial to note that, for physical items, they must be returned to complete the refund process.

  
  While the refund guarantee is unconditional, the return of the items ensures the integrity of our policy and helps us maintain consistency in our service. Returning items also provides you with an opportunity to share your feedback, allowing us to continually improve our products and customer experience.

  Customer response

  12/21/2023

   
  Complaint: ********
  I am rejecting this response because: The partial refund is less then 50% of what I should be receiving. AS their guarantee states full satisfaction guaranteed.
  
  Sincerely,
  
  *** *****

• Initial Complaint

  10/18/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I bought the diabetes solution kit and I am happy with most of it. The problem I have is with the ************ I was told *********** was a lemonade solution. There was no mention of green tea. Green tea and I do not get along. I would like to return this part of my kit. I have called them at ************ but I get something trying to sell me some medicare replacement. I need to get ahold of a representative so I can send this stuff back and get a refund.

  Business response

  10/27/2023

  We appreciate your feedback and apologize for any confusion you've experienced with our ***** ****** from Barton Publishing along with the Diabetes Solution Kit. It's important to us that our customers are satisfied with their purchases, and we're here to assist you with your concern.

  We would like to address a few points:
  

  Product Information: Our ***** ****** product does contain green tea, and this information is provided on the product's label as well as on the ordering page during the purchase process. We understand that individual preferences and dietary restrictions vary, and we apologize if this information was not clear to you at the time of purchase.
  

  Contact Information: It appears that you've been trying to reach out to us through an incorrect phone number, ************. Our correct phone number for customer inquiries is ************. We apologize for any inconvenience this may have caused you.
  

  Alternative Contact Methods: In addition to our phone line, you can also reach out to us via email at ****************************. You can also respond directly to the receipt or any other emails related to your order that we have sent to you. Our customer support team will be happy to assist you with the return process and address your concerns.
  

  To initiate the return process for the ***** ****** product, please contact us through the correct phone number *************) or respond to one of our emails. Our team will guide you through the steps to return the product and process your refund.
  

  We appreciate your understanding and look forward to resolving this matter to your satisfaction. Thank you for choosing our Diabetes Solution Kit, and we're here to assist you with any further questions or concerns you may have.
  

*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. ↩