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Initial Complaint
02/08/2025
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
Date of Transaction: 01/17/2025 Amount Paid to Business = $149.94 I made the order by mistake. I immediately (within 15 minutes) emailed the business to cancel the order. To: ********************************** Date: Friday, January 17, 2025 at 10:23 PM EST I just made order # ****** paid via ****** by mistake. The order was made Friday, 1/17/2025 at 10:00 pm EST. Please CANCEL. Thank you.The business responded via email on Friday, January 17, 2025 at 10:40 PM EST acknowledging cancellation request and promised a 20% discount if I would not cancel. I replied Friday, January 17, 2025 at 10:46 PM EST Thank you for the offer of a discount. However, I do need to CANCEL THE ORDER ******. It was done in error, and I do need to cancel. The business then continued to send emails stating the product was on its way. I continued attempting to reach out and the business responded on Thursday, January 23, 2025 at 12:05 AM EST with the following email:Thank you for letting us know. I completely understand if youre feeling frustrated and considering canceling your order. I truly apologize for the inconvenience caused by this delay. As a gesture of our appreciation for your patience, Id like to offer you a 30% refund on your current order if you decide to keep it and wait for its delivery. I responded the same day with message: If I keep this order and wait for delivery, will you immediately apply the 30% refund on current order as offered. No response. I attempted to contact the business multiple times to request the refund. They have never responded to the request and did not refund the promised 30% amount. ON WEDNESDAY, JANUARY 29, 2025 AT 5:27 PM I emailed again: I have not received any response from my email regarding the 30% refund you promised via email from your **************** to me on January 23, 2025 at 12:05 AM for order ******. Please send credit on payment as you promised. The business has never responded to multiple requests for refund as promised.
Customer response
02/11/2025
RE: complaint #********
Today, Tuesday, February 11, 2025, I received an email from Vital Nutritive stating the requested refund had been processed. I attached the email from Vital Nutritive in this communication. I have verified that my refund has been received.
This resolves the issue with the company.
Thank you for your help!
***** *******
Initial Complaint
01/13/2025
Complaint Type:
Service or Repair Issues
Status:
Unanswered
The business failed to respond to the dispute.
I placed an order and payment was made on 12/31/2025. My order has not shipped and Ive contacted the business multiple times with no response. I have asked for updates and finally a refund with no answer.
Initial Complaint
11/27/2024
Complaint Type:
Product Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
Hi, I ordered 6 bottles of Vital Liver Support in late Septembe 2024. One single bottle arrived on 10/16/2024. I immediately contacted the business. ***** asked for a photo of the packaging and bottle, which I sent the same day. The email response acknowledged the mistake and promised to provide the remaining 5 bottles "as soon as possible". I have still not received them and began emailing the business again last week and leaving messages on the website yesterday. I would like a full refund at this point because I do not trust the business to follow through and will not use them again. Thank you.
Customer response
12/23/2024
Thank you. The company responded and sent the remaining order within 5 days. I appreciate your help. I will not be using this companys goods in the future due to poor customer service.
Initial Complaint
11/12/2024
Complaint Type:
Product Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I ordered 6 bottles of pills that were suppose to relieve me of pain from some of the issues I was having with my stomach. I let them know after 1 month I wasn't receiving any relief with my stomach problems, and I would like to return the other bottles for a refund. They told me to keep taking the pills, and they would extend the 100% satisfaction guarantee or full refund if they never gave me any relief. I took all the pills throughout the summer letting them know periodically that they weren't helping me. After requesting for a refund a few times, they emailed me back and said they were trying to issue my refund , but were getting an error in processing it! I have all my correspondence emails with them and could forward them to you if possible. Now they aren't even answering my emails. Please help me settle this matter between them. Thank you. ***** ****.
Business response
11/20/2024
Hello Team,

I hope this message finds you well. I am writing in response to the complaint filed by ***** **** with the Better Business Bureau (Complaint ID: *********.

We take all customer feedback seriously and are committed to addressing and resolving any concerns to the best of our ability. Here is a summary of our response to the complaint:

Issue Summary:
Customer requested to return the order due to not seeing any significant result.

Our Response:
As part of our Retention efforts, we advised the customer to keep the order and continue using the product since supplements usually take at least 3 months for the results to be visible.

Resolution:
We processed the refund but we are getting an error since the allowable time for ******* to process refunds is only for 120 days since the order was placed and it has already gone beyond that timeframe. We have reached out to the customer offering to process it through a different platform, specifically via ****** but we have yet to hear back from the customer.

We sincerely apologize for any inconvenience this situation may have caused and are committed to making things right. We have contacted ***** directly to discuss and resolve the matter. We hope this resolution meets their satisfaction as we did not receive any response from them.

Thank you for your assistance in this matter. If you require any additional information or documentation, please do not hesitate to contact me.

Warm regards,

Jessa **** ******
Vital Nutritive Customer Care
Customer response
11/20/2024
I just received a message an hour ago from Vital Nutritive that again they are having problems processing my refund, and asked if I used ******, and I stated I did when I placed the order for the product. I'm waiting to here back from them. If they are serious about refunding me, couldn't they just send it to me through the mail? Thank you for all your help in trying to resolve this matter. Sincerely, ***** Shir
Customer response
12/05/2024
Would you please tell Vital Nutritive to just send me a refund. I tried to tell ****** to process a refund and they said they only go up to 6 months on transactions they look into. I tried to tell Vital Nutritive that they weren't working for me, but they said keep taking the rest of them and don't worry that they would honor the guarantee up to a year. I have that in an email from them. Please help me to resolve this matter. Thank you, ***** ****.
Customer response
12/19/2024
I've read their response to you, they seem polite to you, but they are completely ignoring my emails.I contacted ******, and they said it was out of expiration for them to do anything. Vital new that would happen, and that is why they deliberately stalled with my refund, and said keep taking them when I tried returning the unopened bottles because they weren't working for me. I contacted them 2 days ago again, and they are ignoring my emails and not responding to me. Can you suggest what else I can do? They should not be allowed to falsify their guarantee. Thank you, ***** ****
Customer response
12/30/2024
Please don't close my case as I am still working on ways to resolve this issue. I will keep you informed with any progress made. Thank you, Sincerely, ***** ****.
Initial Complaint
10/29/2024
Complaint Type:
Service or Repair Issues
Status:
Unanswered
The business failed to respond to the dispute.
I placed an order on October 19th for a product with this company. It said I would receive shipment within 5 business days. After sending an email and submitting an online request directly on their website, I got an email on October 27th telling me that my shipment is delayed and they don't know when it would be sent out. I have sent 3 requests to cancel my order and give a full refund and I have yet to receive a response to this request. I would nor have ordered with them had I known it would be handled this way.
Initial Complaint
10/28/2024
Complaint Type:
Product Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
On 9-28-24, I ordered Vital Gut Health from Vital Nutritive. My intention was to try 1 bottle for *****, but as I was checking out they offered me a 2nd bottle for *****. So due to their 60 day money back guarantee if not 100% satisfied, I added the 2nd bottle. Total Paid *****. I have severe constipation issues and the more I took the product the worse I got! I e-mailed customer service and told them the product wasn't going to work for me. They offered me a 20% discount. I responded - " Why would I want 20% off a product that does nothing for me? You guaranteed a refund and I want a Refund!" Back and forth e-mails went on for several days and the last correspondence I received from them said they were refunding 50% of what I paid. Only 36.45 out of *****! Unbelievable!!! I tried this product due to their Guarantee which stated... "AT VITAL NUTRITIVE, WE STAND BEHIND OUR PRODUCTS AND CONFIDENTLY OFFER A 60 DAY MONEY BACK GUARANTEE. IT IS OUR GOAL TO LEAVE YOU 100% SATISFIED WITH YOUR EXPERIENCE AND WITH OUR PRODUCTS." This is the most crooked and dishonest company I have ever dealt with! I just wish I had read all the other customer complaints and F rating before letting them take my money!
Business response
11/20/2024
Hello Team,

I hope this message finds you well. I am writing in response to the complaint filed by ******* Hall with the Better Business Bureau (Complaint ID: *********.

We take all customer feedback seriously and are committed to addressing and resolving any concerns to the best of our ability. Here is a summary of our response to the complaint:

Issue Summary:
Customer requested to return the order due to not seeing results with the supplement.

Our Response:
As part of our Retention efforts, we advised the customer to keep the order and to continue taking it since the general rule for supplements is that it needs to be taken with consistency for at least 3 months for its effect to be felt.

Resolution:
According to our Terms of Service, by using our website, customers agree to abide by our terms and conditions, including our refund and return policies. These policies are clearly outlined on our website and are also presented for review during the checkout process.
In this case, the customer is requesting a full refund that falls outside of our established policies. We encourage all customers to thoroughly review our policies to ensure a clear understanding and avoid any potential misunderstandings in the future. We practice Green Return hence we are not asking our customers to return their orders. This is clearly stipulated in our website. Since the customer did not accept our offer, we have processed her refund according to our Return and Refund Policy.

We sincerely apologize for any inconvenience this situation may have caused and are committed to making things right. We have contacted ******* directly and already have provided her 50% refund to resolve the matter.

Thank you for your assistance in this matter. If you require any additional information or documentation, please do not hesitate to contact me.

Warm regards,

Jessa **** ******
Vital Nutritive Customer Care
Customer response
11/21/2024

Complaint: 22482935

I am rejecting this response because: 50% refund is not acceptable. They say take it for 3 months, but they only have a 60 day guarantee, which they don't honor anyway!!! I had to quit taking the product because it caused me severe stomach pain! I never would have even tried their product if it hadn't been for their big DECEPTIVE sign on their web site - "60 day guarantee". I only wish I had read reviews with numerous complaints about this dishonest company before I wasted my money!

Sincerely,

******* ****
Business response
01/04/2025
Dear BBB,
Thank you for the opportunity to address ************************* concerns. We are truly sorry to hear about their experience and apologize for any inconvenience caused. Customer satisfaction is a priority for us, and we regret that our product did not meet their expectations.
We would like to clarify that our 60-day guarantee policy is clearly outlined on our website to ensure transparency for all customers. We recommend that all customers review our policies prior to purchase to fully understand the terms and conditions, helping to avoid any misunderstandings. We apologize if the details of this policy were not as clear as they could have been at the time of purchase.
Regarding the adverse reaction described, we take all feedback seriously. While our products are formulated with quality ingredients, we understand that individual responses can vary. We are sorry to hear about the discomfort experienced and appreciate the customer bringing this to our attention.
As a gesture of goodwill, we have processed a full refund for Ms ***** exceeding the standard terms of our policy. We value their feedback and hope this resolution demonstrates our commitment to customer care.
Please feel free to contact us directly at ********************************** if any further clarification is needed.
Warm regards,

Jessa **** ******
Vital Nutritive Customer Care
Initial Complaint
10/25/2024
Complaint Type:
Delivery Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I ordered from Vital Nutritive on Oct.12 for $99.95 and $19.25. 5 times they sent delivery notices but they were never delivered! I cant find any phone number. I have emailed them but their response is always the same:The order will be delivered today and it never is. I fear they have scammed me out of my money. I notified ****** but no resolution yet!
Business response
11/11/2024
Hello Team,

I hope this message finds you well. I am writing in response to the complaint filed by Anne Hershman with the Better Business Bureau (Complaint ID: *********.

We take all customer feedback seriously and are committed to addressing and resolving any concerns to the best of our ability. Here is a summary of our response to the complaint:

Issue Summary:
Customer complained about the delay of the delivery of her order.

Our Response:
We have responded to her inquiry on October 25, 2024 advising her of the status of the order with the shipping timeline as per our Shipping Policy.
Resolution:
Based on the tracking information of order (attached), the package was delivered on November 4, 2024. We have offered a courtesy refund of 30% to **** for the delay but it cannot be processed due to an open ****** dispute.

We sincerely apologize for any inconvenience this situation may have caused and are committed to making things right. We have contacted **** ******** directly to discuss and resolve the matter. We hope this resolution meets their satisfaction as we did not receive any response from them.

Thank you for your assistance in this matter. If you require any additional information or documentation, please do not hesitate to contact me.

Warm regards,
Jessa **** ******
Vital Nutritive Customer Care
Initial Complaint
10/12/2024
Complaint Type:
Delivery Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I paid $149.95 for some hair growth supplements. Its been 2 weeks and I havent gotten a shipping confirmation. I contacted the company twice via their email and didnt get a response. I think they are a scam business.
Customer response
10/12/2024
I got a text today that the company is mailing the supplements to me. I dont want the supplements. I asked them twice for a refund before I filed the complaint with BBB. Now I have a message into them asking how to return the supplements for a refund. No response so far. Can you help me with this issue? Thanks.
Business response
10/13/2024
Hello Team,

I hope this message finds you well. I am writing in response to the complaint filed by ********** Wolf with the Better Business Bureau (Complaint ID: *********.

We take all customer feedback seriously and are committed to addressing and resolving any concerns to the best of our ability. Here is a summary of our response to the complaint:

Issue Summary:
Customer requested to cancel the order but the request was made after the order was shipped out. The order was placed on October 3 and was fulfilled on October 5 following our standard processing timeframe. She requested to cancel the order on October 9, 2024. (Please find order page summary and the cancelation request with dates attached)

Our Response:
We have advised her that the order is already in transit hence we can no longer cancel it as it is already on its way to her.
She has been trying to send us multiple email which we have replied however, it looks like she is not receiving our email (or those may have reached her spam folder thus she has not seen it).

We sincerely apologize for any inconvenience this situation may have caused and are committed to making things right. We have contacted ********** directly to discuss and resolve the matter. We hope this resolution meets their satisfaction.

Thank you for your assistance in this matter. If you require any additional information or documentation, please do not hesitate to contact me.

Warm regards,

Jessa **** ******
Vital Nutritive Customer Care
Customer response
10/15/2024

Complaint: 22414909

I am rejecting this response because:

Sincerely,

********** ****
Customer response
11/04/2024

Complaint: 22414909

The company promised me a refund within 14 business days. It has been 3 weeks now. I wrote to them last week and have not received a reply.

Sincerely,

********** ****
Business response
11/16/2024
Hello,
This order was delivered on October 15, 2024 as indicated on the attached tracking information
*********************************************************************************************************************************;
The customer also agreed to keep the order a 50% refund which we processed to her account.
Business response
12/01/2024
Hi Team,
I would like to reiterate that we already have refunded the customer . We have attached a copy of the refund confirmation that was sent to her via email. We also have provided this information to her via email with the *** which she can provide to her bank so they can properly allocate the refunded amount to her account.
We have reached out to the customer and have not received any response from her yet.
Attached are copies of our policies and Terms of Service for your reference.
Thank you for your assistance in this matter. If you require any additional information or documentation, please do not hesitate to contact me.

Warm regards,

Jessa **** ****** - Vital Nutritive Customer Care
Initial Complaint
09/26/2024
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Hi, my mane is ***** ****. I purchased Vital Gut on July 13, 2024 to cure my constipation. They claim the supplement will help improve all different types of stomach ailments, primarily- constipation. I purchased 6 bottles due to a significant discount that was offered to me. The price for i bottle sold for $49.95. However, buy 6 bottles my price reduced to $149.95 ($24.99 per bottle) in addition to 10% off, making my total $134.96. The no hassle 100% moneyback guarantee enabled me to have a ease of mind. No later than an hour after I completed my initial 6 bottles, I received an email that offered me even more discount for an additional order, the offer was 6 more bottles for $112.47. Again, with the 100% no hassle guarantee, I felt very comfortable. I took the supplements for an entire month, from day one I felt very constipated, more so than normal. I waited a few **** weeks and no improvement. I contacted Vital Nutrition to request a full refund, they asked me to continue using the products for a few more months - they went as far as to extend my refund eligibility for an undisclosed amount of time. So I did for a few more months and no results! Complete waste of time! I requested a full refund (which was promised), they are now offering only 50% refund! This is an unethical company - I know this because I wrote a 1 star review and I have yet to see my review! So their 4.9 stars is extremely misleading which was information I leaned on before my purchase.
Business response
10/13/2024
Hello Team,

I hope this message finds you well. I am writing in response to the complaint filed by ***** **** with the Better Business Bureau (Complaint ID: *********.

We take all customer feedback seriously and are committed to addressing and resolving any concerns to the best of our ability. Here is a summary of our response to the complaint:

Issue Summary:
Customer requested to return the order after experiencing constipation when taking the product.

Our Response:
As part of our Retention efforts, we advised the customer to keep the order for later use or to share with a loved one who will benefit from the supplement.

Resolution:
We practice Green Return hence we are not asking our customers to return their orders. This is clearly stipulated in our website. Since the customer did not accept our offer, we have processed her refund according to our Return and Refund Policy. We stand by our policies and our Return policy is posted in our website and was shown to the customer during teh check out process.

We sincerely apologize for any inconvenience this situation may have caused and are committed to making things right. We have contacted ***** **** directly to discuss and resolve the matter. We hope this resolution meets their satisfaction as we did not receive any response from them.

Thank you for your assistance in this matter. If you require any additional information or documentation, please do not hesitate to contact me.

Warm regards,

Jessa **** ******
Vital Nutritive Customer Care
Initial Complaint
09/17/2024
Complaint Type:
Delivery Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
On August 29, 2024, I placed an order for three bottles of Vital Hair Complex. My credit card was charged $99.95. The order # is ***** and the tracking # is **************************. I have not received the product. I contacted the company and they referred me to a tracking linkhttp://wwwapps.ups.com/WebTracking/track?track=yes&trackNums=**************************&loc=en_us. I have checked this link almost daily and each day it says the estimated delivery date is 7:00 pm on that date. I have received a questionable text stating U.S. Customs has detained and requesting my credit card information. I want my credit card to be refunded in the amount of $99.95.
Customer response
09/20/2024
Issue has been resolved.

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