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:10/09/2024

  Type:Product Issues
  Status:

  AnsweredMore 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.

  Hi this is my Order ******* I placed an order with vitasave for $165.01 , while the delivery states its been delivered, I never received the package Please issue a refund Thanks

  Business Response

  Date: 15/10/2024

  Please see, we did in fact communicate with the customer immediately when they emailed us and we did issue their refund in a timely manner. Refunded September 10th, 2024.
  
  Please have the customer check their banking statement as we have issued a refund on our side for this customer. 
  
  Thank you,
  
  Ian 

• Initial Complaint

  Date:18/08/2023

  Type:Product Issues
  Status:

  AnsweredMore 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 placed order #******* at 10:17pm on July 3rd for a total of $254.01. It was delivered on July 7th at 10:14am. I did not open the order until August 3rd. It was then that I realized the 800-tablet bottle of ************ ordered was near the expiration date of September 2023.I normally take 4 pills per day. At that rate, it would take me 200 days to use all 800 tablets which would take me well past the expiration date.I emailed them on August 3rd at 11:58pm to inform them of the issue and to inquire about my options. I asked them for either assurance of the products potency and effectiveness beyond the expiration date, or an exchange of the product, or a partial discount or refund on the product.I paid a total of $193.68 ($184.46 plus tax) for the ******** ********** has a 30-day return period. Unfortunately, August 3rd was 31 days after placing my order. I would not have purchased this product had I been aware of the expiration date of the product that I would be sent. I also contacted the manufacturer regarding the potency and effectiveness past the expiration date. This was their response, Thank you for contacting ******* ************. We encourage you to discard the remaining product. We dont recommend taking any of our products past the expiration date because we cannot guarantee the products potency and effectiveness past the date printed on the bottle.I provided Vitasave with the opportunity to remedy this situation and make things right. ******** has chosen not to. I am deeply disappointed in their choice and will not be ordering from them again. I have not opened or used the product I was sent. I am extremely ill and have been taking ******** N daily for several years now. I ran out of the product I had in early July and have been without it since. I am definitely feeling the ill effects. I cant afford to throw this bottle out and buy more or to be taking ineffective product. I am requesting a swift remedy to this situation.

  Business Response

  Date: 31/08/2023

  Hello *******, 
  
  Thanks so much for reaching out to us. Oh my! We're very sorry to hear you had received a short dated item. We had not received any type of communication, via call or email from you to notify us about this issue. We have issued you a full refund for the sort dated item back to your original payment method. We apologize once again and thank you kindly for your support. Should you encounter any issue in the future please do not hesitate to reach out to us via email ******************** or phone from 9am-3pm PST on weekdays Toll-free: ************** and we are always happy to help. 
  
  Have a lovely rest of your day. 
  
  Take care,
  Felicity. 

• Initial Complaint

  Date:14/08/2023

  Type:Product 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.

  Date of transaction: July 9/23
  Order number: 2169402
  Total of order: $244.62
  Total of missing merchandise: $41.25
  Company: Vitasave
  
  I contacted Vitasave on the following days via email regarding a missing bottle of Salmon Oil for my dog. On July 19/23 I emailed **************** *nd inquired about the missing oil. On July 30/23 I emailed ******************** - I still have yet to receive any email response back.
  
  I have called Vitasave on multiple occasions and their system will say that someone will answer your call and then after you wait for a bit it says something like, "*** ***** ** ***** *** ** **** ****." And disconnects. I'm sorry I don't remember the last time I called.
  
  Then out of frustration I commented on multiple Vitasave ******** posts for products unrelated to my issue. Someone from their marketing team reached out to me and asked me for my phone number. I sent my phone number and I got a call back from Vitasave. They left a message and said that they had not receieved any emails from me and to please contact them at the ******************** email address. They did not leave me a phone number or another means to contact them.
  
  I'm frustrated. I don't even want this product from them any longer. I want my money refunded. And I will never use this business again.

  Business Response

  Date: 14/08/2023

  Hello ******, 
  
  Thanks for reaching out to us. We're sorry to hear you were missing the ***** ***** **** ****** *** ***** ****** *** **** (500 mL) on your order, and that you had some trouble getting ahold of us. Not to worry, we've refunded this item for you back to your original payment method, which can take 3-5 business days to process. 
  
  Thank you again for reaching out to us, please let us know if you have any questions and we would be more than happy to help in any way we can.
  
  Have a wonderful week ahead.
  
  Kind Regards,
  Felicity
  Vitasave
  

  Customer Answer

  Date: 14/08/2023

  
  
  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,
  
  
  
  ****** Thiessen

• Initial Complaint

  Date:17/10/2022

  Type:Delivery Issues
  Status:

  AnsweredMore 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 had placed an order with Vitasave on 4 Oct for 6 × ****** ** **** Probiotics for a total of CAD 261.80 which was delivered as per ****** **** on 6 October at 10:54 am. When I went to collect the package at around noon it was not there. I asked the landlord to verify on the cameras and there no box delivery between 10h45 and 11h10. I thus opened a ticket with ****** **** and they confirmed that they did not know where the package was delivered and suggested that I reach out to Vitasave for a reship.
  After several emails sent to Vitasave they have totally ignored all the emails.

  Business Response

  Date: 07/11/2022

   Hello *******
  
  Thank you for getting back to us. Order Number ******* has also been marked delivered to the local post office and is available to pick up at; ******** ****** ******
  *** ** ******
  ****** ** *** ***
  
  We have attached your ****** **** tracking number for your reference: ****************
  
  Thank you again for reaching out to us, please let us know if you have any questions and we would be more than happy to help in any way we can.
  
  Have an excellent rest of the day." 
  
  After we had sent this email, the package was then marked "delivered" as it was picked up from the post office a couple days later. The customer then did not reach out to us any further, therefore we had assumed the issue was resolved. We have filed a missing parcel claim with ****** **** in the meantime to investigate further as it seems the customer still has not received their parcel according to their correspondence with you. In this case, we are happy to offer the customer a reshipment of the order, or a refund if they wish. 
  
  Please let us know if you have any questions, we look forward to hearing from you soon. 
  
  Kind Regards,
  Felicity