Complaints
Current Alerts For This Business
Pattern of Complaints:
BBB has received a volume and pattern of complaints on this company regarding the online purchase of health and diet products such as Caralluma, Ketone, Garcinia and CLA Safflower.
Consumers purchased health and diet products via the company's websites, which state the company offers a money back guarantee. However, complainants state that the money back guarantee is not being honored by the company. Complainants also allege that the products do not perform as advertised, difficulty contacting the company via phone or email to request refunds and express the inability to receive the requested refund and are often charged for additional products.
Some complainants allege that they tried to cancel the order at the time of purchase but were unable to. When contacting the company to cancel they are instructed to return the product once it is received along with the required RMA number for a refund. Consumers state that they returned the product as instructed but never received the refund.
Many company responses state in part "In order to complete the order the consumer was required to review and accept the terms and conditions of their purchase. The terms and conditions clearly explain the shipping policy, return policy, and expected results. However, in order to resolve the issue we have decided to go ahead and cancel their account and issue a complete refund as long as any existing chargebacks are resolved. We are willing to waive the restocking fee agreed upon in the terms and conditions, and the consumer can keep any unused products. There will be no more charges issued on the account. We consider this matter closed."
As of 3/2/16, the terms and conditions found on the company's websites state "Once an order is placed that order cannot be canceled during processing do (sic) to our shipping process. In order to obtain your full refund, contact customer service by phone and obtain an RMA (Return Merchandise Authorization) number to place on your package. Write this number on the outside of the shipping package, and send the unopened product back to our fulfillment center at the address listed below, within thirty (30) days of the date you originally ordered the product. In order for your refund to be processed the product must arrive at our fulfillment center within thirty (30) days of the original purchase date. After the product is returned you must contact customer service and confirm the returned product was received by our fulfillment center with the RMA number attached. You pay for return shipping. There is a $5.95 restocking fee per unit you are returning. This fee will be taken out of the refund issued. Once the package is received and you have confirmed the return with our fulfillment center, you will be issued a refund. Your refund will be credited back to your bank account, and may take up to 3-5 business days to show in your statement, depending on the speed of the processing bank. Any opened product cannot be returned. You will be charged for any opened or used product."
Additional company responses indicate that no further refunds will be allowed on the account as the consumer exceeded the money-back-guarantee time frame. In more recent responses, the company states "We sincerely apologize that you have had this experience. Upon reviewing your account, we discovered that unfortunately, the merchant associated with this account is one we no longer do business with. For any refunds, you will need to contact your financial institution." These responses far exceed any dispute time frames that financial institutions have, leaving the consumer without the product or the refund.
The company claims that their warehouse is in Las Vegas, however, both Las Vegas addresses are virtual offices and have been confirmed as a mail forwarding office. Mail sent to the Rainbow location has been returned as "undeliverable" by the US Postal Service. Additionally, the company websites list an address in Provo, UT which is a UPS Store not a physical location for the company.
BBB has contacted the company regarding its complaint volume and pattern. The company has agreed to cooperate with BBB to address concerns, however we do continue to receive complaints.
Consumers purchased health and diet products via the company's websites, which state the company offers a money back guarantee. However, complainants state that the money back guarantee is not being honored by the company. Complainants also allege that the products do not perform as advertised, difficulty contacting the company via phone or email to request refunds and express the inability to receive the requested refund and are often charged for additional products.
Some complainants allege that they tried to cancel the order at the time of purchase but were unable to. When contacting the company to cancel they are instructed to return the product once it is received along with the required RMA number for a refund. Consumers state that they returned the product as instructed but never received the refund.
Many company responses state in part "In order to complete the order the consumer was required to review and accept the terms and conditions of their purchase. The terms and conditions clearly explain the shipping policy, return policy, and expected results. However, in order to resolve the issue we have decided to go ahead and cancel their account and issue a complete refund as long as any existing chargebacks are resolved. We are willing to waive the restocking fee agreed upon in the terms and conditions, and the consumer can keep any unused products. There will be no more charges issued on the account. We consider this matter closed."
As of 3/2/16, the terms and conditions found on the company's websites state "Once an order is placed that order cannot be canceled during processing do (sic) to our shipping process. In order to obtain your full refund, contact customer service by phone and obtain an RMA (Return Merchandise Authorization) number to place on your package. Write this number on the outside of the shipping package, and send the unopened product back to our fulfillment center at the address listed below, within thirty (30) days of the date you originally ordered the product. In order for your refund to be processed the product must arrive at our fulfillment center within thirty (30) days of the original purchase date. After the product is returned you must contact customer service and confirm the returned product was received by our fulfillment center with the RMA number attached. You pay for return shipping. There is a $5.95 restocking fee per unit you are returning. This fee will be taken out of the refund issued. Once the package is received and you have confirmed the return with our fulfillment center, you will be issued a refund. Your refund will be credited back to your bank account, and may take up to 3-5 business days to show in your statement, depending on the speed of the processing bank. Any opened product cannot be returned. You will be charged for any opened or used product."
Additional company responses indicate that no further refunds will be allowed on the account as the consumer exceeded the money-back-guarantee time frame. In more recent responses, the company states "We sincerely apologize that you have had this experience. Upon reviewing your account, we discovered that unfortunately, the merchant associated with this account is one we no longer do business with. For any refunds, you will need to contact your financial institution." These responses far exceed any dispute time frames that financial institutions have, leaving the consumer without the product or the refund.
The company claims that their warehouse is in Las Vegas, however, both Las Vegas addresses are virtual offices and have been confirmed as a mail forwarding office. Mail sent to the Rainbow location has been returned as "undeliverable" by the US Postal Service. Additionally, the company websites list an address in Provo, UT which is a UPS Store not a physical location for the company.
BBB has contacted the company regarding its complaint volume and pattern. The company has agreed to cooperate with BBB to address concerns, however we do continue to receive complaints.