Complaints

• Initial Complaint

  08/01/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  My order number is ********. On their website they say they offer money back. When I contacted them they refused to give me a refund unless I pay for the shipping. Just like other people here Im complaining about the same thing they say they will refund you but they do not want to unless you spend half what I paid for the order for the shipping!

  

  Business response

  08/02/2023

  Hello *****,

  I would like to sincerely apologize that your experience with Goli Nutrition was anything less than perfect. Customer satisfaction is of the utmost importance to us and I would be happy to help. 

  I can confirm we have replied to your last email and your order was refunded in full. Please allow up to 5 business days for the credit to appear in your account. 

  Please let us know if you have any further questions.

• Initial Complaint

  06/29/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I placed an order for three (3) bottles of apple cider vinegar gummy vitamins on June 18, 2023 in the amount of $42.80 (order #********) and received defective merchandise. All three of the bottles contained stale vitamins, I sent an email to customer service the same day that they were delivered (June 25, 2023) once I realized that they were stale. Between Sunday and Wednesday, I kept receiving responses from different customer service representatives requesting a picture of the bottom of the bottle, showing the lot number, although I had already attached a picture in the very first/original message that I sent to them. I had to send 5 five emails requesting a refund and they stopped responding until I filed a complaint with PayPal yesterday, June 27, 2023. A customer finally service responded today telling me to ship them back and that once they were received, that would receive a refund, however, they are expecting ME to pay the return shipping costs when they sent me defective merchandise.. I should not have to pay for these return shipping costs since this company sent defective merchandise. I would like to either receive a pre-paid shipping label from this company or to be reimbursed for the return shipping costs. If this is not an option, I would like to receive replacements for the 3 bottles that I ordered that are fresh/ in good condition.

  

  Business response

  06/30/2023

  ****************, 

  I am so sorry to hear that your order of our Apple Cider Vinegar gummies have not been up to our high standards. Customer satisfaction is of the utmost importance to us and I would be happy to help. 
  
  I have gone ahead and sent you a new order of additional bottles of our Apple Cider Vinegar  Gummies free of charge. As an additional token of our apology, I have refunded your original order. Please allow up to 5 business days for the credit to appear in your account. 
  
  Once again, we apologize for any inconvenience caused, and please let us know if you have any further questions.

  Customer response

  06/30/2023

   
  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

  05/24/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I ordered this product TWICE and TWICE I had problems receiving these orders. I never received them 1st order: tracking # **** #**********************, 2nd order: tracking #********************, (order# ********) I paid $30.30. First order was $59.(and change) I was reimbursed my money for the second order of $59.(and change) Now I am seeking refund for the order totaling $30.30 which I am having the same problem with, deliver with a notice stating (Mishap Exception). I want my $30.30 from the second order. I contacted **** and had them send back the order.

  

  Business response

  05/30/2023

  Hi *******************,
  
  We would like to extend our sincere apologies regarding the concerns youve shared with **. Customer satisfaction is of utmost importance and we would be more than pleased to address these for you. 
  
  After reviewing your accounts with **, I can confirm that a refund for $30.50 was processed on May 28, 2023 and a refund for $58.00 was processed on May 23, 2023. Refunds can take up to 5 business days to be reflected in your account. 
  
  Once again, we apologize for any inconvenience caused and please let ** know if you have any additional questions.

• Initial Complaint

  05/22/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I purchased 2 bottles of Supergreens from Goli on 5/9/23. When they were delivered on 5/15/23 I noticed they had a best by date of 6/2023. I immediately contacted the company through their website telling them about it. I just opened a new bottle that I purchased previously, and wouldn't be opening another new bottle for two months. That means the 2 bottles I ordered would be well past the expiration date. They sent an email 2 days later asking for a picture of the lot number and best by date, which I sent. Then I received an email stating they're unable to process a reshipment and that if I had any remaining product by the end of June, I should contact them. I again sent an email stating they should never have sent a product that was about to expire, and that I wanted to return them for a full refund. I got no response. I sent another email 2 days later with the same request. Again, no response. This is horrible customer service.

  

  Business response

  05/23/2023

  Hello ********, 
  
  Customer satisfaction is of the utmost importance to **, and we would like to extend our sincerest apologies for this inconvenience. 
  
  I can confirm that we have canceled your subscription to ensure you do not receive any future charges. Additionally, we have refunded the latest order in full. Please allow up to 5 business days for the credit to appear in your account. 
  
  Once again, we apologize for any inconvenience caused, and please let ** know if you have any questions.

  Customer response

  05/23/2023

   
  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.

   

  a383c26e-085f-46d1-9673-4d59cf222ea8 I filed a complaint against Goli. My temporary complaint number is above. The company has emailed me and made things right.

  
  
  Sincerely,
  
  *********************************

• Initial Complaint

  04/07/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  My complaint is similar to the initial complaint from 3/7/23. I ordered 5 Superfruits bottles on 3/16/23 during their sale and received them on 3/20/23. I was shocked to find out that all 5 bottles are expiring in 6/2023, less than 3 months. I sent an email to ************** same day I received them with an attached photo of the expiration date and received response within 10 minutes stating they are unable to process a reshipment and to contact them at the time of the expiry for any unused bottles. I sent at email reply requesting to clarify why they are unable to replace these bottles with expiration date further out and had to call (no live CS, left vm) and send another follow-up the next day (3/21/23) due to no response. A different rep reached out requesting a photo, which I already attached on my initial email inquiry, but resent it again to ensure receipt on 3/22/23. I waited another 24 hours to no avail and sent another follow-up on 3/23, no response until I received reply from another Rep on 3/24 stating they are unable to guarantee that the expiry date will be different on the new bottles. She offered a complimentary bottle of my choice as an apology! **********, they have disregarded my request to replace these soon to be expiring bottles nor were they willing to refund me back. I stopped reaching out as it is flat out clear, they are unwilling to do the right thing! Im really surprised to be going through this as Ive ordered with them before and expiration was more than a year out. They do not have any type of disclosure that the sale are expiring bottles either. Im really annoyed by their ******** Services incapability to deliver an appropriate resolution. Im not sure what kind of struggle **** is going through, but this is unfair business practice!! I just want a fair resolution, either replace these bottles with expiration date more than a year out or refund me back. Do the right thing!. ********************to-be expired Goli ********.

  

  Business response

  04/13/2023

  Hello,
  
  On behalf of ****, I would like to apologize that your experience was not exemplary. We strive to make every client experience great, and I'm sorry to hear that wasn't the case for you.
  
  I understand that the bottles you received are nearing their expiration date. I will do my best to make this right and provide you with the best possible solution. 
  
  That said, I have issued a full refund for your order. Kindly allow up to 5 business days for your refund to reflect on your account. I've also sent you a complimentary bottle of our Ashwagandha gummies as a small token of apology.
  
  We appreciate your continued patience and understanding. If you have any other concerns, please send an email to ************** so that we can assist you as best we can.

• Initial Complaint

  03/20/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On January 8, 2023 I ordered a bottle of the 2-for1 Ashwaghanda gummies online. I made sure that I unchecked any box to unsubscribe from any subscription offered (I had two bottles of the product). Then on February 5, 2023, I noticed an unauthorized charge on my card and email confirmation for an additional bottle. I emailed that same day to address the issue. I tried to login to the website to see the purchase and figure out how this happened. The website would not take my login and didn't recognize my email? I emailed ************** and a rep named ***** said that I was signed up for a subscription of the product, unbeknownst to me. ***** then said that I had signed up for the subscription (which I knew I had not). He offered me a 40% refund and a 25% discount on a subscription, which made no sense and sounded like a scam. I emailed ***** back and said that I couldn't even login to any account to find the so-called subscription. I said that the process sounds very fraudulent and I am considering a legal review of this process. I said that I wanted a refund and the subscription to be cancelled. Two days later i got a response from ****** who apologized, offered me a full refund and said my online portal access hadn't been activated(?) which was very weird - I had ordered online. ****** said I'd receive an email to activate the portal, which I did. The portal access worked for 13 days. By Feb 20th I was emailing again asking for a working login. I told the ** rep that I had a friend that purchased a number of bottles under my partner code and I wanted to know how much I was going to be paid as an ambassador. The rep said that I needed to email their partners address for help. I emailed ***************** twice on 2/20 and again on 2/23 and reached out to them via Instagram DM 2/20, 2/21 and 2/22. I have yet to receive a response. I am so skeptical about their business practices and don't understand why my login won't work - again or why they won't respond.

  

  Business response

  03/21/2023

  On behalf of ****, I'd like to express our sincerest apologies for the inconvenience that you have experienced.
  
  Please be assured that we have canceled the subscription and issued a refund for the charges you have incurred. As a token of our apology I have shipped you a free bottle of our Ashwagandha gummies! 
  
  I can confirm our Partners team has responded to your inquiry to reset your password to ensure you are able to access your ambassador portal! 
  
  Once again, we apologize for any inconvenience caused, and please let us know if you have any questions.

  Customer response

  04/18/2023

   
  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

  03/07/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I order 5 bottles of the their product around March 2nd and it will expire in less than 2 months. I requested to have new order resent to me and they asked for the current bottles lot numbers and expiration. They told me to wait until *** when the bottles will expire and then make the request then. I asked them why that would not make a difference that a new shipment will need to be resent. Also, I noticed that my order that I had received 2 years ago (2021) had the same identical lot number and ID numbers, so they are sending product and supplies that have been sitting in warehouses that long. I only made a request to get fresh products and keep getting the round with emails (from different employees) who only seem to be responding at 10:30 pm ET. I opened one of the bottles and the gummies are extremely sticky with brown debris like substances in it. I am only asking for what is fair which is a replacement of my 5 bottles with an expiration of 2 years from now or they can refund me my money. The company seems to be doing everything it can to not replace the bottles and keep requesting pictures. It still does not change the fact that they are sending products that will expire soon.

  

  Business response

  03/14/2023

  Hello ********, 
  
  I am so sorry to hear the product you received is nearing its expiration date. I understand your concerns and will be sure to assist you in the best possible way.
  
  That said, I have gone ahead and processed a full refund of your order. Please allow up to 5 business days for the refund to reflect on your account. After reviewing your order, I can see that we have reshipped the bottles. I hope that this small gesture can help make your experience better. 
  
  Thank you for your patience and understanding. Please dont hesitate to let me know if you have any further questions!

  Customer response

  03/16/2023

   
  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

  01/11/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I placed an order for product and going on a week still haven't received any updates on my order. I've contacted the customer service on several different occasions and have not gotten much of a response. I was told my order was being fulfilled but still is showing unfulfilled. I requested to cancel the order and refund my money back to my card and I still haven't received any response. I feel that the company should be honest with customers instead of lying to them. I'm extremely frustrated that they have a phone number but you can't speak to anybody you can only leave a message. I will be contacting my credit card company to dispute the charges!!!!

  

  Business response

  01/20/2023

  Business Response /* (1000, 5, 2023/01/16) */ Dear Ms. ****** I would like to sincerely apologize that your experience with Goli Nutrition was anything less than perfect. We take customer service very seriously and it is our deepest regret to hear that we did not provide a satisfactory experience for you. I can confirm that we recently sent you another email confirming that we will be shipping your order free of charge. I hope that we were able to take care of your concerns to your satisfaction. Consumer Response /* (2000, 7, 2023/01/19) */ (The consumer indicated he/she ACCEPTED the response from the business.) I can say it took several times to contact them about my order but I'm very grateful and pleased that they are doing what they're doing and that I am willing to definitely give them another opportunity and order through them again.

• Initial Complaint

  01/04/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I've had this account for about 6mos. now & the last delivery was in Dec.2022. The product looked melted & had a dull color. I called twice & did get a return call. I told the rep. my issue , she said, I need too get a # from the bottom of the bottle & take a picture of the gummie. I told her I could barely see the #. I've tried contacting them by e-mail but, I receive message my e-mail is invalid but, some how they send messages by the e-mail I've put in. I want too cancel the subscription but, I can't get through with my e-mail address. The recent shipment order # is ******** tracking # is ********************* . I want this resolved, the bottle they sent as a gift looks better than the one I paid for! I can't continue too pay for inferior product!

  

  Business response

  01/24/2023

  Business Response /* (1000, 5, 2023/01/10) */ I'm sorry to hear you were unhappy with your latest Goli order. I would like to express my sincere apologies for any inconvenience this may have caused. Our Goli gummies are made with pectin instead of gelatin, which is why the texture may change depending on the environment the gummies are stored in. While the gummies may sometimes appear to be sticky or melted, this is mostly due to the formulation and nature of the gummy format combined with some moisture trapped in the bottle. I have gone ahead and canceled your subscription to ensure you do not receive any future charges. I have also processed a full refund of your order and will have a reshipment of 1 bottle of Ashwagandha gummies sent to you by priority mail. Please allow up to 5 business days for the refund to reflect on your account. If you have any questions do not hesitate to reach out!

• Initial Complaint

  01/03/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  ORDER #******** Contacted Company on date of delivery (12/31/22) that the package was opened, tampered with and contained products I did NOT order. The customer service reps who only support by email are inept, do NOT understand english and offered a ridiculous resolution that I should just keep the shipment and eat the nutritional tabs. THIS IS COMPLETELY UNACCEPTABLE AND THE COMPANY OFFERED ZERO SUPPORT TO RESOLVE. They can either refund or ship replacement!!! THAT IS IT!!!!

  

  Business response

  01/09/2023

  Consumer Response /* (2000, 6, 2023/01/06) */ ***Document Attached*** Goli Nutrition has offered a replacement and is now shipped. I appreciate the company resolving this issue once escalated and accept their remedy. Thank you. *******

*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. ↩