Complaints

• Initial Complaint

  10/29/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I purchased their product on 10/5/24 based on their 60 day money back guarantee that they clearly advertised online. I contacted the company. Theyre now saying that its only a 30 day refund for unopened/unused products. I was not able to tolerate any of their products Im asking for a full refund in the amount of $124.55.

  Business response

  01/29/2025

  Hi there, our 60-day guarantee covers a full refund for one bottle per customer so you can try it our for 60 days risk-free and receive a full refund with no need to return anything. We understand that you ordered 3 bottles and there may have been some confusion with the policy which we completely understand so we have just issued you a full refund for order #***** in the amount of $124.45. Hope this helps resolve the matter!

  Customer response

  02/10/2025

   
  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

  05/21/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  My complaint is regarding the company's terrible return policy. They promote large discounts for purchasing 6 month supply of the product, and claim a "Risk Free 60 Day Money Back Guarantee" but then somewhat secretly they will only allow you to return 1 bottle of the 6 purchased if you are not satisfied with the product after trying it. This does not meet industry standards for this kind of bulk purchasing, and is not clear when making the purchase. After requesting the refund, they emailed me to let me know what the policy is. It is very confusing. It says in one part that I can return one item from the order, but also it states that I cannot return any opened or used product! That doesn't make any sense! Does that mean I can't return the product that I tried that I'm not satisfied with? So, I'm upset that their policy is disingenuous - it is NOT Risk-Free unless you only purchase a 1 month supply - and I'm upset that they are confusing me about whether I'm allowed to return the partially used product, or not.

  Business response

  01/29/2025

  Hi there, we appreciate your concern regarding our 60 day guarantee policy. Our policy covers one bottle per customer to try for 60 days and if unsatisfied we will issue a full refund for that one bottle with no need to return. This policy is stated on every product page under the add to cart button in the "shipping and guarantee" tab as well as on our refund policy. The one bottle from your order was refunded, however we are empathetic to the potential confusion with the policy so we just issued a refund in full of $193.39 for the remaining 5 bottles from order #*****.

  Customer response

  02/10/2025

   
  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

  05/06/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I ordered product 12/22/23. I did not like the product and requested a refund. I mailed back the product according to return policy and instructions with tracking number 2/25/24. I never received a refund and customer service has not responded.

  Business response

  01/29/2025

  Hi there, ***** ******** was issued a full refund of $56.08 on May 6th, 2024

  Customer response

  02/10/2025

   
  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

  02/09/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I have returned the product but its taking 2 months or longer to get a refund which I have been prompt and courteous about providing all the tracking and necessary info.I still have not received anything and seeing if they are trying to wait me out by not providing me the $130+ refund.

  Business response

  01/29/2025

  Hi there, a full refund was issued to ***** *********** and their subscription was canceled. 

  Customer response

  02/10/2025

   
  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

  01/23/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On 17 Jan, without any prior notification, Rho Nutrition LLC charged my account for a subscription renewal. This transaction was processed during the late hours, leaving no opportunity for me to review or cancel the impending order. Upon discovering the charge the following morning, I immediately contacted their support team via email and the contact form on their website, requesting the cancellation of this order.Regrettably, Rho chose to delay their response until after the order was shipped, a tactic that seemingly aimed to avoid order cancellation. Instead of honoring my cancellation request, they offered a mere discount. This approach not only disregards my explicit instructions but also demonstrates a lack of respect for customer preferences and consent.Furthermore, I was compelled to bear the cost of returning the shipment, adding to my inconvenience. I shipped the return from **** within an hour of receiving the parcel from **** receipt attached. I have been informed that the refund process might extend up to a month, which is unacceptable and exacerbates the issue.For context, I am a subscriber to several similar services, all of which provide at least a day or two's notice before fulfilling subscription orders. This standard practice allows customers the courtesy and flexibility to modify or cancel orders, fostering trust and satisfaction.I am requesting a full refund, including the shipping costs incurred due to the return, to be processed within one week of Rho receiving my returned order. The lack of prior notification for subscription charges is not only an unreasonable practice but also reflects poorly on Rho's commitment to customer satisfaction and transparency.

  Business response

  01/23/2024

  We are an online retailer specializing in health supplements. Our website offers two purchase options: one-time purchases at full price and subscriptions. For subscription orders, we provide a 15% discount along with free shipping. It's important to note that all products on our website default to the one-time purchase option. Customers must actively select the subscription option under the "Add to Cart" button; this intentional design ensures transparency and prevents accidental subscriptions.
  
  Once a customer chooses the subscription option, we clearly inform them that it is a recurring order scheduled to ship every 28 or ******************************************************************** the shopping cart and during the checkout process. After the order is confirmed, we promptly send customers a link to their subscription portal, granting them the ability to cancel, modify, or pause their subscription at any time. They also can at anytime go onto our website and login to their subscription portal under the "subscription login" section on our website, where they can cancel their subscription at anytime with full control. 
  
  In this particular case, the customer signed up for a bundle on subscription with a 70-day shipping interval. Unfortunately, they did not cancel their subscription in their portal which they have access to do 24/7 or contact us to cancel their order before the second billing date, and we had already fulfilled and shipped their order. As per our standard procedure for customers who wish to cancel a subscription order that has already been shipped, we provided them with a return address. We informed the customer that upon receiving the returned items, we would issue a refund. Please note that processing the return and issuing the refund can take up to four weeks at our returns facility.
  
  Furthermore, we extended an offer to the customer: they could keep the product, and we would refund 35% of the purchase price to their card. However, the customer declined this option, presumably returning the products to us. Rest assured, we will process a full refund once we receive the returned items. This order was only processed last week and we have not yet received their returned order. 
  
  We are committed to providing excellent customer service and ensuring a fair and transparent shopping experience for all our customers. We have over **** subscription customers who enjoy the autoship program and the convenience and discounts they receive. The ability to easily manage their subscription through our transparent subscription portal is appreciated by many of our customers who have reported a great experience with Rho Nutrition. 

  Customer response

  01/24/2024

   
  Complaint: 21179296
  
  I am rejecting this response because: you never gave me any notice that the subscription was going to be renewed. 

  I am a regular customer of various subscription services, including ***** Superfood, Honest ******** ******'s *** Food, and Rebel Raw *** Food, among others. These companies consistently demonstrate excellent customer communication by sending advance notifications about upcoming subscription shipments, allowing sufficient time for any adjustments or cancellations. This practice reflects a standard of customer care that I have come to expect.

  
  In contrast, I am perplexed by Rho's lack of similar communication. There was no advance notice given for the recent shipment, denying me the opportunity to modify or cancel the order as needed. This absence of communication was further compounded by the delayed response from customer service, which did not occur until after the shipment was already processed.
  Moreover, I am concerned about being held responsible for the return shipping costs. Given that the shipment was sent without prior notification and the delayed customer service response prevented any possibility of stopping the shipment, it seems unreasonable to expect the customer to bear these additional costs.

  While I appreciate that the refund for the items has been processed, as observed in my account last night, the refund did not include the return shipping costs. I believe it is fair and just that these costs also be reimbursed, considering the circumstances that necessitated the return were beyond my control and a result of the company's communication shortcomings."
  
  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. ↩