Complaints

• Initial Complaint

  06/08/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On 4/23/23, I mistakenly placed an order with this company and immediately contacted them for a refund. The immediately responded to let me know they would cancel the order and issue a refund for the charge. I followed up with multiple emails over the following weeks and was met with multiple responses explaining why they had not processed my refund yet, until they finally stopped responding on 5/17/23. To date, I have still not received the refund I was promised.

  Business response

  06/20/2023

  Hi there, 

  Thank you for bringing this matter to our attention. We would like to clarify that we have been in communication with the customer and have addressed her concerns accordingly.
  On June 12, we issued a refund of $47 to the customer, as requested. Furthermore, on June 17, we responded to her email, providing additional assistance and information.
  It is not accurate to claim that we have been ignoring the customer. We take customer satisfaction seriously and strive to provide prompt and attentive support.
  We are more than willing to provide evidence and proof of our communication with the customer, should it be necessary to further investigate this matter.
  Please feel free to reach out to us if you require any additional information or if there are any further steps we need to take to resolve this issue.
  Thank you for your attention to this matter.

  Customer response

  06/20/2023

   
  Complaint: 20163946
  
  I am rejecting this response because:

  They still owe me a refund for $37 and I have been emailing this company continuously since April 22, 2023 when I cancelled the services. I only received the $47 credit after my BBB complaint! That is 2 months to get only half the refund! I will not close this complaint until I get all my money back!! 
  
  
  Sincerely,
  
  *******************************

  Business response

  07/07/2023

  Thank you for bringing your concerns to our attention via the BBB. We would like to address the issues raised in your complaint.
  Firstly, we would like to clarify that prior to your complaint to the BBB, we had already processed a refund for the program you did not utilize. However, we declined the additional refund request because our records indicate that you accessed the program using the ** address 65.189.247.176. This usage suggests that you have utilized the program's resources.
  Additionally, we must express our disappointment regarding the threatening behavior you exhibited during your refund request. While we value our customers and strive to provide excellent service, we do not tolerate condescending or threatening behavior towards our staff. We believe in maintaining a respectful and professional environment for all parties involved.
  We understand the popular phrase, "The customer is always right," but we also believe in fairness and mutual respect. It is important to consider the rights and responsibilities of both customers and businesses in any transaction.
  We remain committed to addressing your concerns and finding a resolution. If you have any further questions or require additional information, please do not hesitate to contact us directly. We hope to resolve this matter amicably.
  
  

  Customer response

  07/27/2023

  This complaint has not been resolved. I am still waiting on the credit they owe me! I did not use the program I requested a refund the very next day. I was told for 2 months that the gateway was down and i became very frustrated there I began clicking on things trying to find somewhere else to reach out to! What they are calling threats is a very frustrated consumer requesting a refund and being told for months that the company system is down. It starts to feel as though you are being ignored and pushed to the side because lo and behold the system was very quickly up and running when I entered my BBB complaint! So I will not consider this resolved until I get my $37.00 credit!

  Thank you!

  ************************************;

  Customer response

  07/27/2023

  This complaint has not been resolved. I am still waiting on the credit they owe me! I did not use the program I requested a refund the very next day. I was told for 2 months that the gateway was down and i became very frustrated there I began clicking on things trying to find somewhere else to reach out to! What they are calling threats is a very frustrated consumer requesting a refund and being told for months that the company system is down. It starts to feel as though you are being ignored and pushed to the side because lo and behold the system was very quickly up and running when I entered my BBB complaint! So I will not consider this resolved until I get my $37.00 credit!

  Thank you!

  ************************************;

  Customer response

  07/27/2023

  This complaint has not been resolved. I am still waiting on the credit they owe me! I did not use the program I requested a refund the very next day. I was told for 2 months that the gateway was down and i became very frustrated there I began clicking on things trying to find somewhere else to reach out to! What they are calling threats is a very frustrated consumer requesting a refund and being told for months that the company system is down. It starts to feel as though you are being ignored and pushed to the side because lo and behold the system was very quickly up and running when I entered my BBB complaint! So I will not consider this resolved until I get my $37.00 credit!

  Thank you!

  ************************************;

• Initial Complaint

  05/03/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I order a product from this company. I did not like it so I requested from the customer service to advise how to return the product. They wanted me to keep the product and offered to refund 1/2 of my money and I would then just keep the product. I did not want the product so I advised that I wanted the full refund I was due and they gave me the address to return the product. I returned all bottles to the address provided. I was given a refund but was shorted $26. Their return policy is: (copied in short from the website https://goketoguide.com/refund-policy/)Heres how it worksIf for any reason youre dissatisfied at any time during the first 60 days after purchase, simply return the product and ask for a full refund. Youll get your money back. Thats a firm promise and commitment. Supplements Our supplements are backed up by a 60-day money back guarantee from date of delivery. Customer is responsible for the shipping cost of sending the supplements back to our facility.I contacted the company to get my $26 and they are refusing to follow their own policy.I would like my $26 that i was shorted.

  Business response

  05/16/2022

  The customer filed a dispute with Paypal for the $26 difference between her returned bottles, and the ruling was granted to us based on the evidence provided. All refunds will be determined on a case-by-case basis, according to company policy. *************************** returned 10 bottles, as shown in the attached file, but only 9 were eligible for a refund. One bottle was disposed of because we couldn't resell it due to its condition, and it was thrown away. A refund was already processed amounting to $231, We are firm in our refusal to reimburse her $26.
  1:51
  
  

  Customer response

  05/19/2022

   
  Complaint: 17126820
  
  I am rejecting this response because: their return policy does not state that there is any penalty for returning the product.  It does state:

  
  

  
  

  You can return your product for a full

  refund for any reason whatsoever. No

  questions asked! You are fully protected

  a 100% money-back return policy.

  
  

  If for any reason you're dissatisfied at any

  time during the first 60 days after

  purchase, simply return the product and

  ask for a full refund. You'll get your money

  back. That's a firm promise and

  commitment.

  
  

  Supplements

  - Our supplements are

  backed up by a 60-day money back

  quarantee from date of delivery. Customer

  is responsible for the shipping cost of

  sending the supplements back to our

  facility.

  
  

  
  

  I paid the return shipping, there should not be any other penalty.  The business needs to change their policy if in fact they are going to deduct for open bottles. 

  
  

  I believe based on their own return policy I am due the $26.00.

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

  Business response

  05/24/2022

  Hi *******, 

   

  I understand your dissatisfaction. We would like to address this complaint with as much detail as possible so that you are also aware. Yes, we have a no-questions-asked 60-day money-back guarantee that applies to all of our products, including our digital programs. The policy states, "Simply return any unused bottles and you'll receive a prompt and courteous refund." We kept our word and refunded you $231 for the unopened bottles; however, we will not refund you the difference because we could no longer resell it due to its condition. Paypal decided in our favor based on the evidence we provided. We are now adamant about not reimbursing $26.. Please see https://goketoguide.com/ultimate-keto . 

   

  Stay healthy and safe!

   

  Sincerely, 

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

  Customer response

  05/27/2022

   
  Complaint: 17126820
  
  I am rejecting this response because: PayPal only concluded that The case was closed in the sellers favor as the item wasnt damaged, different or missing any parts as described by you. PayPal doesnt have a refund fraud category that I couldve chosen so the claim was not accurately described.

  
  

  Based on your refund policy I am due ALL monies I paid.  

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

*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. ↩