ComplaintsforPurehealth Research

Vitamins and Supplements

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Initial Complaint
08/05/2023
Complaint Type:
Product Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
Around July 31st, I watched a lengthy online advertisement for a Purehealth product. At the end of this marketing, it was announced that by watching the full ad, I could purchase a bottle for $49. So, I proceeded to request one bottle at that price, next the payment screen appeared and I entered my card number and code. The next screen after that told me I had to make an additional purchase selection, which I did not want and was not informed of. After trying to exit that screen, another directive appeared saying I had to make another purchase selection and that by going back to a previous screen, it would cause additional bottles of the product to be entered. So, I could not retrieve and erase my bank information or proceed forward at that point. I merely shut down the website in distress.A day or so later, I received a message from Purehealth asking a review of how was my experience. I told them I was humiliated by the marketing and all that transpired, gave 1 star that had to be designated in the program. That review did not go through. So, I went back to make a reply on the order page giving the same details and said it was best to cancel my order. Today, August 5th, I received notice of my upcoming shipment and they did not acknowledge my distress or request to cancel the product. My bank account shows that I was charged for one bottle. However, I do not want their product after this all happened. I think this is an attempt to defraud consumers, false marketing and intentional infliction of emotional distress.
Business response
08/10/2023
Thank you for reaching us and we sincerely apologize for all the inconvenience this may have caused. We will forward your feedback with the team. In additiion, we have refunded the order with full amount. Kindly see attached photo for referrence. The refund may reflect to the customer's account after 3-5 banking days, depending on the issuing bank. Thank you!
Customer response
08/11/2023
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

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.

Regards,

**********************************************
Initial Complaint
07/26/2023
Complaint Type:
Product Issues
Status:
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.
I ordered Pure Health Research Blood Sugar formula on 2-23-23, It was order number ****-******* in the amount of $264. It was based upon a video presentation and it offered a money back guarantee if not happy with the product. I have called customer service 3 times and have been given excuses about how I need to keep taking the product or send back the upopened bottles. I was told they would send a return process email. It took 3 times to get the email. I then read reviews on the BBB website on how they the company wouldn't honor full credits and made the customer had to file complaints to get a resolution; I am completely dissatisfied with the product and the the company's roadblocks on tryinng to get them to honor their claims made in the "sales" process. I just want my money back and be done.
Business response
08/01/2023
Thank you for reaching us. Upon further investigations, a return instructions was sent already to the customer on 7/19/2023 and we are waiting for the return of the bottles to our facility. We will process a refund of the order as it was still in the money-back guarantee policy. Once returned, refunds will be initiated 72 hours upon receiving the products. Kindly advice the customer to return what was left on the initial order. Thank you!
Initial Complaint
07/14/2023
Complaint Type:
Product Issues
Status:
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.
CANCELLED SUBSCRIPTION BACK IN MARCH,UNFORTUNATLY PRODUCT DIDN'T WORK FOR ME HOWEVER THEY KEEP CHARGING MY CC$105.30 BE VERY LEARY TO ANYONE WHO ORDERS FROM THEM READ THE FINE PRINT AS YOU GET TRICKED INTO RE-SUBSRIBING? VERY TRICKY!
Business response
07/19/2023
Hi, thank you for raising this concern. We have already cancelled the subscription of the customer. Please see attached photo for evidence. If there is any other concern. Kindlyr each out our customer support team. Thank you!
Initial Complaint
07/02/2023
Complaint Type:
Product Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
On 6/13/23 I bought 3 bottles of Ageless Brain, a nutritional supplement, for $129.09, Order # ************. It was delivered on 6/20/23. On 6/21/23 I called the company to ask for instructions to return the bottles for a refund because caffeine was an ingredient in the product. I was told an email would be sent with instructions on how to return the bottles, after receipt of which a refund would be issued.. Not receiving an email, I called customer support on 6/22/23, to make the same request. I was told an email would be sent with instructions on how to return the bottles, after receipt of which a refund would be issued, and my auto ship would be cancelled. I received an email on 6/22/23, time stamped 1:52 PM, stating the auto ship was cancelled, but no instructions on how to return the bottles to PureHealth Research. I have received no email since 6/22/23.
Business response
07/05/2023
Thank you for reaching out to us. I was able to check the order and upon checking, we did send the return instruction email a total of 3 times. I will be sending again the same email of return. Kindly check the spam or junk folders of the customer as it might have been accidentally forwarded there. Have a great day.
Customer response
07/17/2023
[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:
From: ****** ***** <********@*****.com>
Date: Sat, Jul 15, 2023 at 5:53 PM
Subject: Re: Complaint ID ********; Purehealth Research
To: <*******@mybbb.org>

I am sorry for the delay in getting back to you. I have received many promos from PureHealth Research, but nothing concerning my complaint.

****** *****

Regards,

****** *****
Business response
07/18/2023
Hi, we investigated this matter ad we found evidence that one o f our specialist did send a return addess to this customer in regards of returning the product back. Please see attached photo for evidence. In addition, another email will be send today for the return instructions. Kindly advice to check the customer's spam folder for any email from us. Thank you!
Customer response
07/31/2023
[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:
From: ****** ***** <********@*****.com>
Date: Sat, Jul 29, 2023 at 3:31 PM
Subject: Fwd: Complaint ID ********; Purehealth Research
To: <*******@mybbb.org>

On July 25th I sent you an email about the status as shown here. I checked my credit card account. No refund has been issued as of Friday, July 28, 2023.
PureHealth Research stated a refund would be issued 72 hours after receipt of the returned product. The refund is 24 hours overdue..
Regards,

****** *****
Business response
07/31/2023
Thank you for reaching us back and we apologize for any misunderstanding. Refunds will be initiated once the returned packaged has been accepted at the facity and refunds should be process within 24-72 hours upon receiving the package. In addition, we have successfully received the package and a refund has been made on the account. The refund should reflect 3-5 banking days depending on the issuing bank. Thank you.
Customer response
08/04/2023
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

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.

Regards,

****** *****
Initial Complaint
06/30/2023
Complaint Type:
Product Issues
Status:
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.
Do not want any of their products billed or sent to me. They are trying to bill me. Do not like their products.
Business response
07/05/2023
Thank you for reaching out to us. Upon checking the order, the Subscribe and save option has been cancelled already on 06/30/2023 as the customer sent an email on that day and the representative was able to cancel it right away. There will be no more future shipment for this product. Have a great day.
Initial Complaint
06/26/2023
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I placed and order with Pure Health on 6/5/23:Dear *********, Thank you for choosing PureHealth Research! Great news! Your order ****-******* has been processed and shipped by Expedited: 2-5 days. Your tracking number is: ************************** I contacted Pure Health customer service on 6/21 and 6/23 as I had yet to receive the order. I was charged $29.99 for expedited shipping. I was first told the order will arrive that day and the second agent told me it was at the post office in St. Paul. I went my USPS on 6/26 and was told the order never shipped and that an agent from Pure Health would be able to see that from their end. I have now disputed the charge with my credit card company.
Business response
07/05/2023
Thank you for reaching out to us. Upon checking the order, the customer indeed filed for a chargeback and thus our chargeback team processed the necessary procedures for disputes and refunded the order. We apologize about this delay in the shipment of the order. Have a great day.
Customer response
07/07/2023
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

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.

Regards,

*******************************
Initial Complaint
06/22/2023
Complaint Type:
Order Issues
Status:
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.
I just need you to stop sending products. I didn't authorize to send automatically. I will re order when I find necessary ***
Business response
06/28/2023
Thank you for reaching us. We have stop the auto shipment on the order and the customer will no longer receive any shipment until she will place another order. Have a great day!
Initial Complaint
05/04/2023
Complaint Type:
Product Issues
Status:
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.
I had ordered a product from PureHealth Research some time ago maybe 6 months. And I happened to check my credit card statement and this company charged me $169.26 on May 2, 2023 AND I HAD NOT PLACED ANOTHER ORDER!!!! So I called them and they said it's already in transit and to put return to sender on it and they will reimburse me. My bank said I should go ahead now and file a complaint with them and they will deny the payment. THIS COMPANY NEEDS TO BE SHUT DOWN!!!
Business response
05/12/2023
Upon checking, the order was selected under the Subscribe and Save promotion when it was placed initially on 30 JAN 2023. The most recent order dated 30 APR 2023 was the second shipment and it was already fully refunded on 05/04/2023 by one of our representative amounting to $169.26. There were no orders for the month of May and the Subscribe and Save option has been cancelled as well.
Initial Complaint
04/16/2023
Complaint Type:
Delivery Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I ordered a product through their website ,. The next month I received the product again, and my bank was billed .Did not want a renewal. Please cancel
Business response
05/06/2023
Thank you for reaching us. Upon reviewing, the customer was already refunded for the full amount of the order for April transaction. Please see attached photo for referrence. Have a great day.
Customer response
05/15/2023
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

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.

Regards,

*************************
Initial Complaint
04/13/2023
Complaint Type:
Product Issues
Status:
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.
I received a parcel of 6 of your brain health products which I did not order. Also A$356.55 was taken out of my credit card without my permisson. no.****************** this no. was on parcel. custom no. *************. My other email is ************************ Please reimburse this amount asap. thank you.
Business response
05/06/2023
Thank you for reaching us. Upon investigating, the customer had an order back in September with "Subscribe and save" for additional 10% discount on the order. This includes agreeing to have a auto shipment on future order. Please see attached photo for referrence with the first order in September and the agreement for Subscribe and save discount. He may reach our customer care anytime. Have a great day.

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