Complaints

• Initial Complaint

  09/12/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I signed up for a monthly supplement subscription several months ago. I bought their product three times and then decided to skip a month. Today, I was notified that another order was pending as part of this subscription. I immediately logged into my account on their website to try to change it, but it was impossible. It's also impossible to cancel a subscription altogether online. I started a 'live chat' with an agent at around 9:30 a.m., and every time I would let them know I wanted to cancel my upcoming order and subscription, the chat would mysteriously end with no resolution. This happened in total THREE times. I then tried calling the company and would get an automated message instantly that no agents could take my call and try back later. I then proceeded to email the company to express that I did NOT want to continue with the pending order and to cancel my subscription/account. I just received an email that the order (that I do NOT want) has shipped. I'm currently logged into their website and attempting to chat with a live agent and have been waiting for a live agent to join the conversation for at least 15 minutes. This company makes it impossible to cancel your subscription or order without speaking with someone, yet they never make anyone available to talk. I feel as if I am trapped in a monthly subscription with them and I do not want that. I want my money back from this previous order and I do not want to receive another order from them ever again.

  Business response

  09/12/2024

  Hi *******,

  Thank you so much for your review and and for reaching out to HUM Nutrition. I am very sorry we were unable to cancel the order for you before the order shipped.

  We do send a 7-day pre-shipment email to update customer on an upcoming order so they are able to postpone shipments, modify their carts or request cancelation. 

  Once a order has been processed, we are unable to cancel an order through chat or the customer account. We recommend calling our Support Line as soon as possible. 

  At this time, I see our Support Team has assisted you in canceling your account and providing a return label. 

  Simply print it out, tape it to the front of the box, and drop it off at your mail carrier or any **** location! Once our warehouse has received your return, please allow up to 48 hours M-F for the refund to process. 

  If you have any further questions, please feel free to reach out to HUM Nutrition, we're happy to help!

• Initial Complaint

  08/07/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  On 7/24/24 I placed an order for these supplements and was charged almost *****. **************** is so bad, I was told to call back today. I did. Was on hold for 5 minutes when a message told me no **************** was available (this call was made during proper business hours.) and their end of the call automatically hangs up. Then, I check my email and find that my box was returned!!!!! How?! I never received it! No explanation. Nothing. I want my money back and this company needs to be investigated. This company is fraudulently hiring "influencers" on Instagram to **** this ****, then NONE of the influencers will help you, either. Your help in this matter would be deeply appreciated. I have been scammed.

  Business response

  08/07/2024

  Hi *****,
  
  Thank you for your review and for reaching out to HUM Nutrition.
  
  As you had mentioned, you placed an order on 07/24/24. You had contacted HUM Nutrition 07/29 via social and phone call because you had not received an order made on Amazon and had not received your HUM Nutrition order from 07/24/24.
  
  Amazon orders are not shipped directly from HUM Nutrition as they are shipped through Amazon, we do not have control over Amazon shipping and any issues that may arise. Our customer support agents attempted to assist you with your HUM Nutrition website order but they were unsuccessful in assisting because you requested to speak with another agent.
  
  On July 29th a member of our team sent you an email following up with about your order and explained the tracking for the HUM Nutrition shipment as it takes up to 10 business days to receive your shipment. Your order had shipped on 07/25/24, 08/05 would be the 10th day since Sundays are excluded from **** delivery. 
  
  Additionally on July 30th a manager reached out reiterating the tracking information for the *** Purchase and offered to issue an early replacement for not only the *** shipment but also the Amazon order since you had a shipping issue with the Amazon carrier, UPS.
  
  On July 31st, we issued a replacement for both the HUM Nutrition order and the Amazon order as a courtesy. On August 4th, you called in and spoke with an Agent because you had not received your replacements or original order. We again explained that due to shipping issues with your Amazon order and the original *** order, we issued 2 commentary replacements on  August 1st. Standard shipment timeframe would still apply. 

  On August 5th, the manager assisted you with a refund for the original *** order on 07/24 because the replacement from 08/01 encountered the same shipment error and delivery appeared to either be on hold or unsuccessful. We informed you twice that while we issued a refund for $41.15 there is still a possibility that you receive the replacement shipments. 

  At this time, you *** account has been canceled and the original order from 07/24 has been refunded as of 08/05 in the amount of $41.15. 

  If you have any additional questions or concerns, please contact *** at *********************************** Thank you and take care.

• Initial Complaint

  07/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I first purchased the keto back in March and wasnt aware they would auto ship again the following month. SO when I received the next order on April 2nd I called that week to ask about returning them and to cancel any further orders. I was given a address in ** to return them which I did. I called back mid May as I did not receive my refund of $199.99 yet. They said they did receive them. They tried to refund the credit card I used but claim it was not going thru. This is very odd because we return items all the time and never a issue. They advised they would send me a on-line check via email. After waiting another month I called back. They said it was still be processed.I called again on July 1st told me they would send an email to the billing **** to ask for update and a supervisor would call me back. That never happened. I called again on July 15 went thru the story again and asked to speak with a supervisor. After waiting half hour on hold was told I could not wait any longer and that the supervisor would call me back within 48 hours. Now today is July 22 I called again and was told they will ask the billing **** for an update and call me back. They will not let me hold, speak to billing ****. but just that someone will call back....The info on the bottle says Distributed by: NutriZen Keto, ********* NV ************ by credit card is showing the charge under Supreme Optix.

  Business response

  07/22/2024

  Hi *******,

  Thank you so much for reaching out and reviewing HUM Nutrition.

  Looking into the email, name and address provided, we do not have any record of a purchase with HUM Nutrition or prior communication.

  Additionally, our return department is in ***********, ** not a Florida address.

  Since we do not have any purchase or communication history associated with your information, you may be in need of assistance from another company-not HUM Nutrition.

  If you have purchased from HUM Nutrition, please email us at ********************************** with your order number and account email address.

  Thank you! 

• Initial Complaint

  02/12/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Transaction Date: Nov 8, 2023 Transaction Amount: $37.60 Tracking Number: ****************************** Delivery Date: 11/13/2023 Return Date: 11/22/2023 Hum Nutrition how to return site: ************************************************************************************************* I returned my package unopened by refusal on 11/22/2023. I have contacted customer service many times about when I will receive my refund and if they have received the package, but all they say is that they do not recommend returning by refusal because it takes longer and that there's nothing they can do about it. It is now going on four months and I have contacted them three times and they have not been helpful at all. I want a refund or the product returned to me, but desire a refund.

  Business response

  02/12/2024

  Hi Genesis,

  Thank you so much for your feedback and review of HUM Nutrition. I sincerely apologize for any frustration.

  Looking into your account, It appears both orders have been refunded in full. On 02/08/24 a customer support agent assisted in refunding your 11/08/23 order.

  Additionally, on 12/30/23/ another customer support agent was able to void your 2nd subscription order. With voided orders, the charge will be reversed and dropped from your account like the order never happened.

  So as of today, 02/12/24, your November 2023 order has been refunded as of 02/08/24  and the 12/30/23 order was voided on the same day. For the recent refunded, you would have received a confirmation email that the order was refunded for confirmation.

  If you have any additional questions or concerns, please do not hesitate to reach out to HUM Nutrition for additional assistance. We'd be happy to help!

  Customer response

  02/17/2024

   
  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,
  
  Genesis ******

• Initial Complaint

  01/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I ordered $88 worth of product which I never received. I want my money back.

  Business response

  01/12/2024

  Hi ********!

  Thank you so much for your review and for reaching out to HUM Nutrition.

  I am deeply sorry for any frustration regarding a missing delivery, this is not the experience we want you to have.

  Looking into your communication log, I see that you were able to locate the package as it had been delivered to your mail box and not to your door.

  Again, I do apologize for the worry of the potential missed shipment and we would love to assist you further if you have any further questions at ************ or at **********************************.

  Thank you for shopping with HUM, we appreciate your purchase and continued support of Hum Nutrition!

   

  Customer response

  01/22/2024

   
  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.

  I wanted to reach out and let you know that this was resolved, but I was sick with Covid for nearly three weeks. 

  I am very happy with HUM's service. Please let them know that. They are a great company and I apologize for the mix up, not knowing the package was in my mailbox. 
  
  Sincerely,
  
  ********************************************************

• Initial Complaint

  12/19/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I reached out asking them to stop my order or to at least refund me as I did not sign up for a subscription and they charged me $45 with no notice. I asked if I could please return the item and they said yes but I have to pay for shipping to return the item that I didnt even approve or agree to!The customer service rep did nothing to help other than send a macro that clearly didnt even apply to my situation. This company clearly has a problem with this because there are numerous complaints about this. I made it very clear to ******* that these made me sick physically which is why I did not want them. This wasnt even acknowledged. Please refund the $45 and take my payment method off your company account.

  Business response

  12/19/2023

  Hi *****!

  Thank you for reaching out to HUM Nutrition and also providing this feedback.

  I sincerely apologize for this situation and that the supplements did not work for you. I'd be happy to assist you further!

  Just some insights, HUM Nutrition is a subscription-based company, orders are billed and shipped on a 30-day cycle. We do not have a one-time order option.

  Once an order ships, orders can be returned within 30-days of delivery. Currently, we do not provide return labels.

  To help you further, I will be reaching out with additional information to the email address connected to your account and reach out on 12/18/23.

  Again, I am very sorry for any frustration caused and please look out for our email shortly.

  We hope you have a wonderful rest of your week!!

• Initial Complaint

  12/12/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  This company will not allow me to cancel my account without charging me. They said I needed to place three orders in order to not receive a charge for canceling, fine. I have placed four orders now and they are still charging me. You cant get out of the auto plan without being charged. I am disputing with my credit card company.

  Business response

  12/12/2023

  Hi *******,
  
  I wanted to thank you for being a valued customer and I deeply apologize for the inconvenience. I appreciate you providing this feedback.

  To reconfirm, I see that *** was able to assist you with canceling your account and refunding the savings chargeback on 12/10. I apologize for the frustration; I see you have been a long-term VIP Plan customer.
  
  I will pass along your shared feedback to our team to better enhance our customer's experience along with elevating this for tech review.

  As of 12/10, your account has been canceled and the saving chargeback was refunded. Please lookout for that refund to be finalized within 3 business days!
  
  If you ever have any additional questions or feedback, please do not hesitate to reach out to us at ********************************** or at ************. 
  
  I hope you have a wonderful rest of your week and please take care!

• Initial Complaint

  12/07/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 12/5 I placed an order for vitamins. I signed up for the 10 dollars off and the email subscription to get the additional discount. Upon checking out and placing the order I saw that it said I had a vip subscription. Nowhere did I agree to a subscription or look at there plans. If I had known there was a subscription associated with ordering I would not have done so. I immediately contacted customer support and was told that I would have to wait until my order was processed to cancel the subscription, and pay full price for the supplements. I then asked if I could just cancel the order since I felt it was misleading, they disconnected the chat and told me someone would reach out in 24 hours once the order is processed. I believe that they are trapping me into this vip subscription by waiting for the order to be processed and only giving me the options of paying then full price or keeping the subscription. I do not think this is good business practice and I am deeply disappointed.

  Business response

  12/07/2023

  Hey ****! 

  Thank you so much for reaching out and providing feedback regarding our subscription service.

  I am very sorry for any inconvenience this may have caused you and for any confusion pertaining to our subscription service.

  Looking into your past communication history, I see that **** was able to follow-up with you after your dropped Chat and provided some clarity on the checkout process.

  Additionally, she canceled your account and waived the savings chargeback associated with the *** Plan.

  To reiterate, at checkout, we have two subscription options available. When you placed your order, you selected the *** Plan, which has a 3-order minimum due to the additional discount provided. Subscribing to our products is a great way to ensure consistency and convenience in your wellness routine. 
  
  It usually takes about 6-8 weeks to start seeing results, and our subscription model ensures that you won't run out of your favorite supplements during that time. Plus, you'll continue to see results long after that initial 68 week period.
  
  We understand that you may prefer a one-time order option. At this time we do not offer one-time orders. However, customers can choose our Monthly plan if they don't want to commit a certain number of orders and cancel at any time.

  I appreciate you for taking the time to let us know how we are doing and value the feedback provided. I will pass along your shared feedback to our team to better enhance our customer's experience.

  If you have any additional questions or feedback, please do not hesitate to reach out at ************, at ********************************** or over chat on humnutrition.com.

• Initial Complaint

  11/30/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  This company is absolutely fraudulent. I ordered some supplements and they signed me up for a VIP Membership that I never consented to or wanted thats over $60 a month. And then I email their horrible customer service team wanting it cancelled and they say there is a a hidden fee (did not say the amount) to cancel this fraudulent membership. I have reported them as fraud to my bank and blocked future charges. They also put whatever you order on monthly auto ship and theres no way to cancel that either. Its a scam. 100%

  Business response

  11/30/2023

  Hey *****!

  Thank you so much for your review. We appreciate you for taking the time to provide this valuable feedback.

  Looking into your communication history, I see I was able to assist you in cancelling your account and provided a return label should you wish to return your original order.

  Rest assured, no additional billing or orders will be processed. As mentioned, I will pass along your shared feedback to our team to better enhance our customer's experience.

  Again, I apologize for any frustration regarding our subscription service.

  If you ever have any additional questions or feedback, please do not hesitate to reach out at ********************************** or by phone at ************.
  
  I hope you have a wonderful rest of your week and please take care!

• Initial Complaint

  11/28/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I cancelled the subscription in October, Im 100% sure and for what I see in the reviews, is common to not deactivate the people and charge them again, scam. Today I got a shipping notification, not an invoice, not even a notification of an order processing, just shipping and took money of my account. I call and they tell me I need t wait for the product to arrive and then send it back, the product hasnt leave your warehouse and you messed up, why do I hace to use my resources and allow you to keep my money? The person told me they cant contact the warehouse, according to your IG looks like you have a private warehouse, another lie. Then I waited more than an hour on the phone for a manager to come that never came on the phone. I need this solved today before it ships, but the supposed manager and this entire company doesnt care. I also saw other people complaining in the reviews about the inexistent managers, even more shady and scamming. I need my money back today, because this is my budget to pay my rent and you wont pay me back my overcharges. This company is a scam and I will continue letting everybody know about it. Interesting that the manager sent me a message with the customer service person that they would call tomorrow because they need to prepare for the call, you better dont be trying to change anything in the account or trying to get more money, anyway is part of the scam because by tomorrow they can say it has already shipped and now I have to wait. Stop treating people like we cannot see the deceiving tactics. Give me back my money and erase all my information from your system, I want nothing to do with this scam.

  Business response

  11/28/2023

  Hi ********,

  Thank you so much for your feedback and I am very sorry for the experience that you had. 

  Looking into your communication history with HUM Nutrition, I see we were able to resolve your issue by cancelling your account and providing an early refund.

  Just some context, the order in question from 11/24 was marked shipped at the time of your call with customer support. Once an order has been shipped, even if we could retrieve the package there is a delay in when we can issue a refund due to our system.

  Typically, that delay is 12 to 24 hours after the order has been processed. I see we were able to issue that early refund for you as a courtesy within that 12-hour period after order processing.

  I am very sorry that was not made clear to you during your call with customer support and additional support was not provided immediately by the manager. 

  To reconfirm, I see your account has been canceled and a refund provided. Your feedback and experience have been documented and feedback has been provided to our team.

  I hope you have a wonderful rest of your week and please take care. Feel free to reach out to us any time via email at ********************************** or phone at ************.

*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. ↩