Complaints

• Initial Complaint

  12/14/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased this product and I have fed it under the presumption that there is research done on the product. After talking with the company they will not provide information as to where this product is manufactured nor whom owns this product. The product has not been researched or tested on animals prior even though their logo states that it is backed by research. They also claim it is developed by veterinarians but they do not have veterinarians on staff they are consulted with. My horse is having issues with high levels of products in her blood from their product that they can not provide information as to if this is safe or not.

  Business response

  12/20/2023

  We have researched this customer and according to our records they have not purchased this product from us, in addition they have sent numerous emails to our Support team and we have responded to all of them accordingly. 

  On our website for this particular product in question we refer to the research of some of the individual molecules that influenced the formation of ********** The product label includes all the required information and is located on the back of the product as well as posted on the website. In addition, all ingredients used by 100X Equine are GRAS approved and thus recognized as safe from the United States Food and Drug Administration.  

   

   

• Initial Complaint

  05/31/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I initially ordered the Gut X product at the end of February, at that time I was working abroad and did not begin using it until late March, after using it for three weeks I called the company to let them know I was not seeing any changes in my horse as suggested by their advertising. The representative said it sometimes takes more than a month to show any results and so I placed another order, specifically Order #EQ161670 and ORDER #EQ161672.After a couple of weeks I called the company again to let them know I still could not see any improvement in my horse and the representative said they would get a nutrition expert to call me back. I waited a week and no one called.The company state their products are 100 percent guaranteed and must be returned within 90 days. I emailed a request for a refund and asked they replied "Unfortunately your order does not qualify for a refund. Only the first gallon applies. Once the product has been ordered again, the return policy is void."I replied that I find this reply confusing as a few weeks ago I called to say that I didnt appear to be getting any improvement with my horse and the representative said to continue as sometimes it takes longer than a month and that is why I re-ordered. I received this reply:"If you called a few weeks ago and only started using the product recently this would apply - that is why we have a ************************************* February so we feel like you would have adequate time to see if the product was working and you wouldnt re-order if it wasnt. You have placed 3 orders. We have to have policies in place as the return option is to try the product for a few months and see if it works. Hopefully that makes sense."As stated previously I have been straightforward in my contact with the company and simply followed their recommendation. I find their response to my request a complete obfuscation of the facts and in view of this I request a refund.

  Business response

  06/11/2023

  At 100X Equine, your horse's health is at the core of everything we do. We uphold a high standard for all of our products and we want you to shop with confidence. As part of our Satisfaction Guarantee, you have 90 days to contact us for a refund.
  
  Conditions & Exclusions Apply:
  1. Policy applies to initial order within 90 days of purchase.
  2. Not applicable to subsequent order(s) of the same item.
  3. Applies to one (1) gallon only, if multiple gallons ordered.
  4. Barn orders & promotional items are excluded.
  5. Unused product & promotional items must be return at customer's expense for refund to be issued.
  6. Initial shipping cost will be deducted from final refund amount.
  7. Request a return by emailing **********************************

  -----

  Unfortunately this customers request is outside the terms and conditions that he agreed to upon purchase of the product.  

  Customer response

  06/20/2023

  I am rejecting this response because I believe the company is being disingenuous in their dealing with this matter. As I related in my initial complaint, the only reason I ordered more of the product was because their representative said to continue as sometimes it takes longer than a month.

  It seems duplicitous to later tell me the order does not qualify for a refund.

• Initial Complaint

  04/25/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  April 6th 2023 I ordered Gut X for $113.50. Order number EQ148049. They state their products are 100 percent guaranteed and must be returned within 90 days. As I was ordering the product they offered a second gallon for $59. It doesn't state that the second gallon is non refundable. I did contact them and asked they said no so I told them to cancel it. They had free shipping to send it to you. But now that I want to return the product because it did nothing for my horse I found out that I have to pay to ship it back which I am fine with but they are also are going to deduct the original shipping cost from my refund. By the time I pay for both it isn't worth it. My understanding is that a business that offers free shipping can not deduct that from your refund. I want to get my full refund.

  Business response

  04/25/2023

  Refund was issued

  Customer response

  04/25/2023

  They issued me a refund the day I filed my complaint with you.  

  Customer response

  04/25/2023

  I have reviewed the business response and accept this resolution. They issued me a refund the day I filed my complaint with you.

*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. ↩