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Complaint Details
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Initial Complaint
02/09/2024
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
I got texts and emails saying I signed up as a rep. I did not sign up as a rep. *** already spent 15 minutes waiting for my call to be answered. Its 815 am. The recording states they are having higher than usual call volumes because of the holidays. Its February 9th.Business response
02/09/2024
Hi *****,
We do apologize for the delay in your phone call being answered this morning. It looks like team members have replied to your phone call and email. We are very sorry for the email and text message that you received from our third party app. They are looking into why you received the messages as we are aware that you are not a representative with ZYIA any longer.
Initial Complaint
12/16/2023
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
I contacted the company in writing 4 times since November 22 to cancel my consultant website fee (which I never used). They refuse to help me until I pay for the last 2 months. No confirmation of my email requests to cancel. They just keep attempting to charge my card. I have never used the website services that I have been auto-enrolled and billed for. I have been getting the run around for over 4 months until someone pointed to me that they require cancelation in writing. So I have attempted that several times over the past month. No response and no cancelation. Just more attempts to charge my card.Business response
12/18/2023
Hi ****,
We do apologize for your frustration. We are not able to see any emails in regards to a cancellation request, coming from the email address on your account. If you have a copy of the communication you sent, please let us know, or if you sent it from another address. When you enrolled as an independent representative, you were required to agree to the terms and conditions and our policies and procedures. Our monthly subscription policy is clearly stated, in regards to the $15 payment, unless you earn the volume override to waive that payment. See below from our Policies, Section 4.3
4.3 Subscription Policy
a. The fee that you pay for your Starter Kit also entitles you to up to 2 free months of your webpage subscription. Your subscription will begin upon completion of the Enrollment Process and be active for the rest of the current month along with the next month free of charge. On or around the 15th day of each month following your free period, the credit card you use to pay for your Starter Kit will be charged the normal $15 webpage subscription fee. You are eligible to earn a free website each month by having at least 600 PV for the month. We begin processing subscriptions on the 15th of each month but the charge can appear on your account as late as the 20th.Also, in our policies, section 5.3, it states the procedure for cancelling your account, which in turns cancels your monthly fees.
5.3 Voluntary Cancellation
If you wish to voluntarily cancel your Representative Agreement with ZYIA ACTIVE, you must do so in writing. Open a ticket at support.zyiaactive.com and include your name and Representative ID number. The effective date of your cancellation may be up to 45 days after your request is received.We have refunded your last two months of fees and you should see that back to your account in the next 3-5 business days. We will also cancel your account and you will receive an email confirmation of the cancellation.
Initial Complaint
08/21/2023
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
I cancelled my rep subscription in May of 2022, yet they continued to bill me every month. Every time I would call them, it was a different run around as to why I couldn't get cancelled or a refund. They have now stolen well over $200.00 from me, 2+ hours of my time, and they still will not refund me. When you call, you get a call center. I want to speak to someone who is in charge, not a call center. I have spoken with **************** and ******************Business response
08/23/2023
Hi *******,
We are very sorry for your frustration. It does look as if you were refunded for all website fees that were in question. Please note that refunds can take up to 5 business days to show on your account, depending on your bank.
Initial Complaint
01/17/2023
- Complaint Type:
- Billing Issues
- Status:
- Answered
They will not cancel my membership and continue to charge my credit card every month, even though i have asked them to cancel on multiple occasions.They are not a reputable company and every time you call, you will be on hold for on the phone for over an hour.Business response
01/17/2023
Hi there,
It looks like the only email we have from you requesting cancellation was sent today. We apologize if emails previously sent have not been received. It also appears that the account was cancelled and the past three months of website fees have been refunded. You should see that credit to your account in the next 7 business days.
Initial Complaint
09/26/2022
- Complaint Type:
- Order Issues
- Status:
- Answered
I found some leggings that would fit my daughter. I went by their own size charts. Also, the model in the picture was 120 lbs and 54 wearing a 2. My daughter is 52 and 105 lbs. according to that and the size chart, she shouldve been a zero. They came in and were extremely tight. Could not get over her thighs. Then my 12 year old tried them who is even smaller than her and same thing. Could not get them over her thighs. So I went by their size chart and they didnt even close to fit. They told me I could not do anything about it because they were clearance. I could see if I just had buyers remorse, but that was not the case. My 12 and 15 year old daughters who are smaller than what the size chart recommends would not fit into their pants. I want to send them back and get a full refund, including shipping.Business response
09/27/2022
Hi ******,
We are sorry that you are not pleased with the fit of your items. It looks like our agent did respond to your email and has offered a prepaid label for you to send this item back. They have also offered to send a different size, item, or refund you. We do apologize if this effort is not pleasing to you. We are happy to assist if you are still not satisfied.
Initial Complaint
05/18/2022
- Complaint Type:
- Product Issues
- Status:
- Resolved
I made a purchase and have been texting and emailing this company for months. There is NO response. I just want my money back for this item that I can not use.Business response
05/24/2022
Hi *****,
We do apologize that you are not satisfied with the item that you purchased. We only see one email from you that an agent has responded to. We don't accept text messages so we apologize if you were not able to get in touch with the right people to assist you in a timely manner. It appears that a refund has been issued to the original form of payment used on this order.
Customer response
05/24/2022
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.
Sincerely,
***********************Initial Complaint
12/20/2021
- Complaint Type:
- Customer Service Issues
- Status:
- Resolved
I placed an order for an item. For some reason it was returned to sender. I have tried reaching out to company to change delivery address. I have opened several tickets on their online service with no response. Over two weeks now. No way to email them. When I call it says phone lines closed.Business response
12/22/2021
Hello,
We are very sorry for your issue. Our customer support is a little behind our normal response time due to the holidays. We did look into this matter for you and it appears an agent has resent your order. Please let us know if you need further assistance.
Customer response
12/22/2021
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.
Sincerely,
***************************Initial Complaint
12/15/2021
- Complaint Type:
- Product Issues
- Status:
- Resolved
I ordered a pair of Black Peak Joggers on October 24th for $89. I have yet to receive them. I contacted Zyia on December 2nd and have tried calling. I can't get through on the Customer Support number. I submitted two tickets on December 2nd and have had no response. I asked my rep if I can get a refund and was told not at this point. I was told that it is a **** issue. However, I haven't received a tracking number to contact ****. Keep in mind that I spent another $350 with Zyia. I'm now out $89 + taxes and shipping with no resolution.Business response
12/16/2021
Hi *****,
We do apologize for this matter. It does look like an agent has assisted you and a refund has been issued. You should see that post to your account in the next 3-5 business days. Thank you
Customer response
12/16/2021
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.
Sincerely,
*************************
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Customer Complaints Summary
18 total complaints in the last 3 years.
6 complaints closed in the last 12 months.