Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:16/04/2025

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased Vega All-in-One Vegan Protein Powder Mixed ***** of their ********* site. on April 7th 2025. It was advertised as "**** ORGANIC" and in a white container. The product they sent me was in a dark blue container, not certified organic and some of the ingredients where missing in the orginal product that I ordered, which was also part of the reason I purchased it. ****** will not refund or replace food items so I have comunicated this to the company and been in touch (email) with them at least 4 times. They apoligized for the "confusion" but refuse to do anything about it. I also offered to send the item back to them unopened as I had received it for them to replace it with the item that I originally ordered. They refused that also. This is a matter of deception NOT CONFUSION. I ordered organic for the purity of the food and health purposes. They are charging for the price of an organic product and sending an inferior product. I will also be reporting this to ******. I feel the public deserve better and immoral unethical companies like these need to be shut down.

  Business Response

  Date: 22/04/2025

  Thank you for taking the time to share your concerns. We sincerely regret the frustration this experience has caused and appreciate the opportunity to clarify.

  1. **** Organic Listing:
  Vega All-In-One Vegan Protein Powder sold on ********* is not certified **** Organic, and the product label or description itself does not include this claim. However, we recently discovered that one of the secondary images on the Amazon product detail page (PDP) mistakenly includes a **** Organic icon. This image was carried over from our U.S. organic product and was not intended to represent the version available in ******. We have escalated this issue to our ****** team and have requested the incorrect image be removed to prevent further confusion.

  2. Packaging Variations:
  As noted on the product page, weve included the message:
  "PACKAGING MAY VARY You may receive our fresh new label, but its still the great taste you love."
  This is to inform customers that updates in our packaging may occur.
  
  3. **************** Support:
  Our Customer Experience team offered a replacement product, which was declined. We also clarified that, as the purchase was made through *********, we are unfortunately unable to process refunds or returns directly. These must be handled through ******* customer service, in accordance with their policies.

  We are truly sorry for the frustration this caused. While we do our best to provide clear information and support, we understand that expectations were not met in this case and regret any disappointment. If you are still interested in a replacement product, please reach out to our team again and they would be happy to send it through. 

  Customer Answer

  Date: 23/04/2025

   
  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,
  
  ****** ********-******