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:Product 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.

  Business lacks humanity and cant see human error as a viable reason for a refund on an order that wasnt even fulfilled yet. **************** lacking as the people that answer the phone arent qualified to handle the accounts or change orders.

  Business Response

  Date: 04/16/2025

  Good Morning. Thank you for the notification of the complaint. 

  My understanding is that Mr. ***** erroneously placed an order on 4/15 and did not want it.   As Persona orders are all personalized, we are able to cancel and refund prior to an order entering production. Once in production, we cannot stop, cancel or refund. I have looked at the time stamp for the production of the order and attached it above. The order was produced at 6:58AM PST. Mr. ***** left a message with our answering service prior to business hours. We addressed his ticket at 1pst, well after the order had been produced. 

  Mr. ***** seems mistaken on the cost of the order, for which he had a 20% discount. The total was $181.16, after discount. 

  I am sorry for his upset and frustration that he was unable to procure a refund for this, but the personalized nature of our products makes that impractical. We cannot "reuse" supplements once dispensed for a customer as all are dispensed in a clean room under sanitary conditions, as these are a health product. 

  Please feel free to reach back out if there are additional questions or screenshots I can provide. 

  -**** G

   

   

   

   

• Initial Complaint

  Date:01/09/2025

  Type:Service or Repair 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.

  The business does not provide a cancellation for the subscription. There is no option to cancel subscription on the site/account; they instead direct you to call them for cancellation, and once you do that they give you the run around. They say a ticket will be open for someone to contact you via email, but they never contact you. They go against the request of the consumer, in order to continue charging the consumer against their will. The is blatant deceit, and once a consumer requests cancellation it is fraudulent use of a consumers credit card/payment options, as the consumer no longer wishes to be charged. When you ask to speak with a supervisor the business places you on hold multiple times, only to come back and say there is no one available, so apparently there are no available supervisors attending the customer service representatives. I need my subscription cancelled immediately. This is a waste of time, and charges that I do not authorize from this point forward will be reported accordingly.

  Business Response

  Date: 01/22/2025

  This customer was sent two email confirmations on the day she reached out to cancel her account. Whether or not she received them or opened them is something we would not know. 

  At the time we received the request from our answering service, one of our agents cancelled the account and sent the email indicating the account had been closed. As a manager, when I saw the upset in her deman for instant transfer to someone, I took ti upon myself to send a second email to her explaining that our answering service does not have the ability to transfer to live agents. They are there to take messages for us when we are closed or unavailable due to volume or meetings, and they immediately send all ticket to us for handling. We reply to all inquiries promptly.

  There is no deceit or fraudulent activity.

  I do apologize she was so upset but it is unfounded as we did handle the inquiry immediately and communicated twice.

  She may want to look in her spam and see if they went there if she does not see our emails in her inbox. 

  **** *.

   

   

• Initial Complaint

  Date:12/31/2024

  Type:Product 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.

  They emailed me about signing up for their nutrition plan when I never gave them out my email or information in any form.

  Business Response

  Date: 01/06/2025

  ***** took the assessment on our homepage on May 23, 2021 (see screenshot) and provided her email at that time. Though she never ordered from us, she remained in our system and has received marketing emails. 
  
  We have now turned off all communication on this profile.

  Thank you, 
  **** G

   

• Initial Complaint

  Date:11/26/2024

  Type:Product 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.

  Persona made it very difficult to cancel my subscription. I had to call, then I had to email, then I had to confirm again in email. It is so easy to sign up with a click of one button, but multi steps to cancel. Then after I did cancel, a few weeks later I got an email saying they were about to ship my authorship order! I emailed asking why they were doing this when I had cancelled my account. The response was that they accidentally didnt cancel my account even after I requested it multiple times. If I hadnt caught this email right away I would have been charged. Additionally, after cancelling I keep getting marketing emails from them, I have unsubscribed multiple times but keep getting emails.

  Business Response

  Date: 12/23/2024

  Good Morning.

  We did have communication on 11/3 from the customer, requesting a cancellation. Our agent, in error, did not cancel the account, which we readily admitted to the customer when she reached back out on 11/24. It was human error and the customer was not charged. 

  We do request contact from customers regarding cancellation of their account, whether by email, live chat or a call, as frequently we are able to assist them with their concern and avoid cancellation. If they want to cancel, we do so without hesitation. This case was just an oversight by a busy agent who forgot to turn it off. Nothing more. An apology was issued for the inconvenience in the reply on 11/25. Please see attachment. 

  Marketing emails were turned off on 11/25.

   

  Thank you,

  **** *. 

  Customer Care

   

   

  
  

  Customer Answer

  Date: 12/23/2024

   
  Complaint: 22610427
  
  I am rejecting this response because:
  
  I had to call, email, and follow up multiple times just to cancel my account. THEN the agent in error didnt cancel it. I am complaining about how hard it is to cancel the account AND that after all that they did not cancel it (due to error I understand) but complaining about the overall process which is fraudulent in my opinion. 
  
  Sincerely,
  
  ***** ******

• Initial Complaint

  Date:10/17/2024

  Type:Product 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 heard about Persona Nutrition from ***** Courics website. The company was among 10 supplement companies and programs the site recommended. I am doing with some minor health programs with an health professional, and thought the personalized supplementation regimen this company offered sounded worth a try.I ordered my first monthly supplement pack in an online transaction in May of this year. The only problem I had with the product was its cost, about $100 per month. By July, I began exploring other supplements, and I decided to cancel my subscription. That turned out to be my biggest issue with the service Persona Nutrition provided.The company had suggested buying the web application. I could never get it to work properly. I could find no way through email to cancel my subscription. I was advised to defer my subscription for a month through email. I forgot about the service entirely, because I no longer wanted the products. In September, a package from them arrived. Without opening it, I sent it back to a ******** address via Return to Sender. A week or so later, I got an email telling me they had destroyed the package when it arrived, and that I was still responsible for the charge of around $90.I was out of the country when I received this email, so I emailed back that I not only wanted to cancel my subscription, I wanted a refund for something I no longer wanted. I was told I needed to contact them through their app or phone them, which I did. Even though I had ordered their product online. I was told I could not get a refund because the supplement packs had been made for me. Naturally, if they personalized a vitamin pack for me, they could also dissemble it.Contacting this company for customer service was unnecessarily difficult. Ive rarely had such a simple transaction turn into such a complicated set of procedures. They know what I want, yet they refuse to issue a refund. A refund of $90.00 is the only thing I want from them.

  Business Response

  Date: 10/30/2024

  Persona Nutrition is a subscription service. This is indicated at checkout and in the brochure which arrives with the order. 

  Ms *************** first order was placed on May 15th. She subsequently had orders in June and July. In her complaint, she indicates that she started reevaluating if she wanted to stay with Persona and decided to cancel. She indicated she had trouble with the App and "could find no way through email to cancel her subscription." Our team is available by phone, email and live chat, 6 days a week. I see no calls coming to us from her in July, nor any emails or chats. I am unsure why she couldn't reach us. She also indicated in her complaint that she was "advised to defer my subscription for a month through email." I suspect when she was online she received a pop up asking her if she wanted to skip a month, so she did. I see in her account notes that on 7/29/24 she moved her next order date from 8/2/24-8/30/24. I have attached the picture. 
  

  
  She then indicates she "forgot" about the service. 

  Another order shipped, per her self selected date of 8/30. She did not want this order but had not cancelled the account. We shipped it per her selection on an active and open account. 
  

  Because all orders here are personalized, we do not take returns. Additionally, these are a health product and are dispensed under sanitary conditions. We do not open prior dispensed vitamin packs and put pills back in our dispensers, nor can we send to different customers. Our no return policy is on our Terms& Conditions, on our homepage. **********************************************************

  We are sorry for Ms. *************** upset, but we are readily available to handle requests from our customers by email, chat and phone, and we do so all day, every day. Her inability to reach out prior to the invoicing of the order and saying she forgot, is unfortunate, but does not put the responsibility back on us to provide a refund for an order she didn't cancel. 

  I am happy to help further or answer any additional questions regarding our policies and procedures. Please do not hesitate to reply. 

  **** *.

  Persona Nutrition

   

   

   

  Customer Answer

  Date: 10/31/2024

   
  Complaint: 22432100
  
  I am rejecting this response because:

   

  I compare my experience with Personas subscription cancellation process to a similar process I went through with another health product provider. Two of my subscriptions were weeks late. As I was running out of product, I went online and saw that both deliveries had been delayed indefinitely. I was offered the opportunity to wait, to get a refund, and /or cancel my subscription. I was appreciative of the customer-oriented service, which I most definitely am not receiving from Persona, which I have experienced as requiring me to jump through hoops I was expected to have read and reviewed in advance. The contact I had with Persona representatives felt very adversarial, and ultimately hostile. The Persona supplements I received were fine if overpriced, but they certainly were not magic beans that increased my organizational skills in regard to this or any other subscription. Additionally, the ************************ made a ruling earlier this month that requires subscription services to make cancelling as easy as subscribing. *** chair **** **** writes, Too often, businesses make people jump through endless hoops just to cancel a subscription, said Commission Chair **** M. ****. The **** rule will end these tricks and traps, saving Americans time and money. Nobody should be stuck paying for a service they no longer want. For more context on this ruling, here is the link to the **** press release, dated October 16, 2024.

   

  ***************************************************************************************************************************************************************

   

  My sentiments exactly. At least ****** other Americans have filed complaints about these kinds of strong-arm subscription cancellation procedures that end up ripping off customers. Ultimately, ********************** and other subscription services will need to change their ways of doing business with their customers. ********************** might as well begin with me. All Ive ever wanted is a refund and cancellation. That is what I still expect. Persona can immediately mail my refund in full by check to me at **********************************************
  
  Sincerely,
  
  ***** *************

• Initial Complaint

  Date:08/30/2024

  Type:Sales and Advertising 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 had gone into their website to delay my shipment by several months. 2 days after I delayed my shipment , they said they mailed out my shipment. This happened to me twice. And the customer service was very unreceptive and said that I delayed too late when I delayed before they sent me the notice of shipment. I had been a long time customer and the customer service representatives offered no goodwill at all.

  Business Response

  Date: 09/07/2024

  Good Day-

  I was out of the office for Labor Day week so I do apologize for the delayed reply. 

  I also replied numerous times to the customer, explaining that our products are personalized per our customers' requests, so when an order has been assembled, it is non refundable. The date of shipping is not relevant, which is what the customer continued to point to in arguing her case. 

  On August 9th, an order invoiced for the customer. See attached screenshot.

  On August 11th, the customer changed her next shipdate to October 4th. 

  The customer disputed that since the order had not yet left our facility on the 11th, she should be refunded. 

  Our Terms and Conditions, which are available on our homepage, clearly state that once an order has been invoiced and gone to production, the order cannot be refunded. We require changes or cancellations prior to the invoice date. I have attached the screenshot of this section (7.1) of our Terms and Conditions. I have also provided the link below. 

  **********************************************************

  This customer was looking for special treatment because she said she's "been a long time customer." Our policy is clear. We cannot open an assembled order and put pills back in sterile dispensers to then dispense to other customers.

  If I can provide any further clarification, please do not hesitate to reach out. 

  ***************************

   

   

   

   

  Customer Answer

  Date: 09/09/2024

   
  Complaint: 22219330
  
  I am writing to formally address the issues with the recent response I received regarding my inquiry. I must clarify the following points:

  1) My request was not for "special treatment" due to my status as a long-time customer, but rather for standard customer service and goodwill, which should be extended to all customers.
  

  2) I would like to request documentation or proof of the original shipment date prior to its adjustment to October 4th. My records indicate it was initially set for a date in September, not August.

  3) The business practices of Persona raise concerns regarding their ethical standards. Specifically, the company does not provide advance notice of invoicing and charges customers' credit cards without prior notification.
  I appreciate your attention to these matters and look forward to a resolution.
  
  Sincerely,

  *********************

  Business Response

  Date: 09/12/2024

  ****-
  
  My detailed letter to you dated Aug 14th provided the screenshot showing you the date the order invoiced (8/9) and the date the ship date change was requested (8/11). Please review the full content of that letter from me, but I have placed the screenshot in this reply again for your quick reference. 
  
  I have also attached screenshots of the email which was sent on July 1st, when you pushed your next order date to Aug 9. This email reminded you to make changes by August 6th, if you needed to do so. 
  
  The August 9th order had a value of $167.15. We are not expected to take a loss on an order, which was properly placed on an open and active account, due to a customer failing to realize the order was scheduled to invoice. I do apologize for this, but we are not permitted to refund an order after it has been produced due to the personalized nature of our product. 
  
  ************
  

• Initial Complaint

  Date:04/10/2024

  Type:Product 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.

  Been using the product (vitamin) orders for awhile now but I want to cancel but the website has been dead for weeks.There's no way to cancel this order due to this and will likely have to go to my bank and have them block any charges going to my credit card.

  Business Response

  Date: 04/10/2024

  Hi *******. 

  Our website is online, and has been online consistently. I am wondering if you might perhaps be using the wrong website address. Please know our website is www.PersonaNutrition.com
  Our policy, as stated in our terms and conditions on our homepage, is that once an order has invoiced and has been sent to production, we do not provide refunds as all orders at Persona Nutrition are personalized.

  The most recent order on your account was March 12th and shows as delivered in ****** on April 8th. 

  If you have further questions or concerns, please feel free to email us at ***************************************

  Customer Answer

  Date: 04/10/2024

   
  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.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:01/03/2024

  Type:Order 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 signed up for a month of Persona Nutrition vitamins with an option to cancel at any time and the website has been nonexistent for the past week. Thus, I cannot cancel future orders!

  Customer Answer

  Date: 01/09/2024

  Good Morning,
  After many days of trying to get on the website, it is up and running. I was able to cancel my subscription on Persona Nutrition. Thank you for your time. I will look for any future charges from them.
  Thank You Again!
  

  
  

• Initial Complaint

  Date:11/19/2023

  Type:Sales and Advertising 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 have tried to cancel subscription with Persona Nutrition multiple times. They continue to ship and bill. This is a scam. I've had to block them from my credit card. They've charged me $109 a month 4 months after canceling.

  Business Response

  Date: 11/28/2023

  Thank you for the notification. We have investigated this complaint and identified the customer has two accounts.Weve attempted to connect with the customer over email to confirm our findings; however, we have not received a response. We can identify that one of the two accounts was successfully canceled via user login on 8/30/************, the second account was still active. We couldnt locate any record of an email, phone call, or user login from the second account to cancel the second account. We can confirm the second account has now been canceled as of 11/19/2023 and there have been no further charges. We hope we have a chance to connect with the customer and confirm this update and information. In the meantime, we can see this is a long-term customer and we have processed a refund yesterday for the most recent order.

• Initial Complaint

  Date:10/06/2023

  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.

  I got a box on June 12th 2023 and a subscription if you don't cancel. I liked the vitamins, so I let the subscription commence.I was charged next on 7/8/23. A 4 day difference from the first date but not bad. I then attempted to push back my subscription date by a month. I was charged anyway, I gave them the benefit of the doubt and thought maybe I was too late. The charge was on 8/3/23. A 5 day difference from the second charge. And a 9 day difference from the 1st. I then pushed my subscription back by two months, again they charged me. By this point I'm upset. The 4th charge was 9/30/23. A 27 day difference from the 3rd. A 22 day difference from the 2nd. A 18 day difference from the 1st.Given that I was too 'late' for the delayed subscription and was charged every month anyway. The subscription dates should still be the same. Even if you succeed in delayment, the date should be the same since you can only delay by month. No email or anything was sent on any change of dates. Or an email before they send your box.When looking in the subscription in my account, I couldn't find a date. I believe most people are used to recurring charges from auto pay. But those are always on the same dates, give or take a day. I believe persona is taking advantage of this. They just cite their rules and policies, as if they have no responsibility for notifying their customers a change of date. I seen numerous other reviews for the type of issue on ****** reviews. I believe this won't stop untill something is done.

  Business Response

  Date: 10/13/2023

  Weve investigated this complaint and will provide our findings for the account activity. Please let us know if there is anything weve missed in this initial response.
  
  For the subscription- any activity must happen before the invoice date; otherwise, the activity will apply to the next order. This is due to the personalization of the order, and for safety reasons once the supplements are dispensed into the customized packs we cannot reuse the supplements for any reason.
  
  If an order date is selected by the customer, then a customer will receive an order deferral email on the same day as the update. This email will provide the last date to make changes and confirm the update.
  
  Our program is 28 days- so we do attempt to process and ship orders to arrive within 28 days to prevent gaps in the program.
  
  Below are the invoice dates and delivery dates:
  -Invoiced June 10th delivered June 15th
  -Invoiced July 7th -delivered July 14th (delivered 28 days from June 15th)
  -Invoiced August 2nd delivered August 8th (delivered 25 days from July 14th)
  -Invoiced September 29th delivered October 6th refunded by agent on ****. It can take a few days for the refund to reflect in the bank account.
  

  Below is a recap of the account updates for order date changes:
  

  On August 8th the next order date was moved via customer account and an order deferral email was sent to confirm this update.
  Order deferral email confirmed as delivered with the date to make changes for the next order on 9.26.2023.

  Next, on September 29th the order date was moved via customer account and an order deferral email sent to confirm this update.
  Confirmed order deferral email sent and delivered with the last date to make changes for the next order on 1.9.2024.
  
  Due to production scheduling, we can produce an order slightly earlier, but never before the last day to make changes, so we allow customers to adjust the order, if needed. Our Terms and Conditions do allow for this flexibility to account for production and supply chain requirements. We have controls in place to prevent this from occurring regularly.
  
  The order date change happened after the invoice date and therefore applied to the next order. We did not find any charges prior to the deadline provided in the order deferral emails. The dates in the order deferral emails would align with the customers account dashboard.
  
  The length of the program is 28 days- so a regular monthly charge would create gaps in this program. Therefore, customers will see charges with a cadence shorter than 30 days.
  
  We verified that the last order was refunded on ****.2023 with an agent for an adverse event complaint.
  
  Please do not hesitate to let us know if there is anything else to consider for this complaint.
  
  Thank you,
  Persona Nutrition

  Customer Answer

  Date: 10/15/2023

   
  Complaint: 20703987
  I am rejecting this response because: As I stated. The date day can't be changed, only the month. I use my phone calendar for everything, using the alert feature. I used this for persona alerting me a week before the due date, or what I assumed to be the due date, (the first week of the month). 28 days after the 1st purchase is 7/10 not 7/8. After this, all dates are off calculating 28 days from the 1st purchase and still off by the dates you charged. I did get refunded my money, so I thank you for this. But the dates of posted transactions from the 1st purchase are ridiculous. The pause in subscription is by month, not by date, so the day should not change by much. But from the 12th to the 30th isn't right. I only now ask you to fix this for your current and future costumers. 
  
  Sincerely,
  
  ***************************