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:07/06/2025

  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.

  Approximately may 30th or June 1st. I ordered a box of mosquito stickers. The cost was $20 to $22. I seen in my bank that they put the amount as $124.17. I called and texted. I was told I couldn't cancel after 3 days it was within 3 days. I haven't received any products I could send back to get my money back. I haven't heard anything from BUGMD. I believe this is a scam.

  Business Response

  Date: 07/09/2025

  Thank you for your feedback.  It appears there is some confusion around pricing.  Our offer is found here where you can see we offer 6 boxes of our product at $19.99 EACH :  **************************************************************************************************************************************************************************************************************************************************************.

  Since your order is in transit, we will send you instructions on how to return the product for a refund.

  Customer Answer

  Date: 07/10/2025

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  ******** *******
  
   
  

• Initial Complaint

  Date:07/03/2025

  Type:Service or Repair 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.

  Transaction date 6/30/25 I decided to order 1 box(6) moth repellent to hand over closet rack. Because I have experienced this Scam beforeI was careful to check NO to their 3 or 4 Add Ons. Went to put in charge card info & placed orderas it Flashed by I saw total on invoice was $84.12 way more than what it should be. I quickly checked and sure enough, 3 boxes(18) had been ADDED on to my order. Also they signed me up for a VIP MEMBERSHIP @ $9.99/month. I had no knowledge of this. I immediately emailed & said CANCEL ENTIRE ORDER. I also called my ***************** to tell them what happened within minutes. They told me to wait until it posted. Of course BUGMD IGNORED my emails. When I got the Lucky Day your Order is on the way from them, I again contacted them. 7/2/25 I did file a dispute with my **********. 7/3/25 I got an email from BUGMD saying I did check yes for the add on. I did not!!!! Then they sent a ridiculous offer of what & how it would be handled upon receipt. I immediately called ***** and updated exactly what transpired. The dispute was accelerated. I am so sick of companies taking advantage/ Scamming potential consumersif they ignore my messages the package will get *********** would again have successfully stolen the add on $$ for the unwanted product.

  Business Response

  Date: 07/09/2025

  Thank you for your inquiry.  Our records show that you have contacted our customer service team numerous times for the order you placed on 6/30/25.  We're sorry if our checkout system was confusing to. you.
  We see that you opened a credit card dispute with your bank on July 03, 2025.  Our dispute agent responded to your numerous emails on Thursday July 03 at 9:06AM via email whereby we explained the following:
  
  We are in receipt of your dispute on BugMD Order ##*********.
  Our records indicate that you selected the option YES to our add-on offers, which confirmed the inclusion of these items in your purchase. However, we can provide you with two options to resolve this dispute:
  
  ?? Option 1: Wait for Bank Decision
  You may choose to let the dispute process play out through your bank. Please note:
  If the bank rules in your favor, they will issue a refund to your original payment method; however,
  If the decision is in our favor, we will not issue a refund - no exceptions.
  
  ?? Option 2: Refund the Order We can issue a partial refund to your original payment method once the item(s) are returned. To proceed:
  Contact your bank to close the dispute (we cannot process a refund while the dispute is active).
  Reply to this email with proof of the closed dispute.
  Well then provide instructions for returning the item(s). We do not refund for used products.
  Were here to resolve this quickly and fairlyjust let us know how youd like to move forward.

  So long as there is an open dispute, the bank will NOT allow us to charge nor refund your account; in essence it is locked for your protection.  So either you have to a) close the dispute or b) wait for the dispute to be resolved by the bank.
  
  We're sorry that we are unable to do anything further.  We will honor the bank's decision as soon as the bank contacts us (and you).

• Initial Complaint

  Date:07/01/2025

  Type:Customer Service 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.

  Im writing on behalf of my elderly mother, who is a resident of a country outside the ***. On June 13, 2025, she received an unsolicited email from BugMD regarding an order she did not place. Using the Forgot Password feature, I discovered an account had been created under her name, linked to a U.S. shipping address with which she has no connection. I initially suspected identity theft and contacted BugMD. Instead of investigating, customer service was accusatory and unprofessional. After confirming no charge was made, it appeared to be mistaken identity possibly due to someone entering her email in error. Regardless, BugMD refused to correct or delete the unauthorised account and continues to send her emails. Whether fraud or error, their response was careless and raises concerns about their data handling and treatment of consumers, especially elderly individuals reporting legitimate concerns.

  Business Response

  Date: 07/01/2025

  Thank you for your note.  We have no such order number in our system.  However, regarding your recommendation on our security policy.  There is no way we can know if the order is placed by the customer or a fraud.  It is always recommended if there is a charge on your credit card that you did not authorize that you contact your bank immediately.  Other than that, our terms of service and privacy policy, etc are listed on our home page of our website at ******************************

• Initial Complaint

  Date:06/30/2025

  Type:Order 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.

  We thought we ordered 1 product for $20. A minute later they confirmed an order for 6, we immediately e-mailed to cancel the order and called several times. They never returned any of our calls and ignored all the e-mails to cancel We were charged $127.89. June 18th. I want to send back and get a full refund The order was just received,

  Business Response

  Date: 07/01/2025

  Thank you for your message. We're sorry to hear that the website may have caused some confusion please know that we strive to be as transparent as possible in every step of the process.

  We also noticed that you've sent many back-to-back emails. While we understand your urgency, each new message automatically resets your place in the queue, which has unfortunately delayed our ability to respond. Our email confirmations do mention this, as it helps us serve all customers more efficiently.
  
  Please rest assured, we are not ignoring youwe are actively assisting other customers in the order received. That said, we have now sent you the return instructions via email. Kindly follow those steps to ensure your refund is processed in a timely manner. Delays in following the return process may result in a delay in issuing your refund.

  
  We appreciate your understanding and look forward to resolving this for you.

• Initial Complaint

  Date:06/30/2025

  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 the order on June 20, The company charged my card when the order was placed and refused to give me a shipping or estimated delivery date. I then decided to cancel the order but they would not cancel it. I then contacted my bank to dispute the charge and miraculously the package arrived the very next morning on June 27. However, I do not need this product anymore since I made many attempts to cancel it long before it was delivered. As it stands, they are refusing to give me return instructions for the package unless I close the dispute investigation with the bank and I have to agree to accept a partial refund from them. This is totally unfair since I have not opened the package. I do not want their product. I just want insturctions on how to return this package and I want my money refunded in full.They offer horrible service, do not respond to my concerns. It is impossible to cancel an order or cancel a subscription.

  Business Response

  Date: 06/30/2025

  thank you for your inquiry.  Our records show that you have not contacted BugMD customer service for help.  Nonetheless, we will have our customer service team reach out to you via email today 6/30/25 to resolve all issues.

• Initial Complaint

  Date:06/26/2025

  Type:Service or Repair 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.

  On june 06-26-2025, on ************************** i was looking to purchase a flea and tick product,.Once finding the product it sent me to a misleading section of the website which showed the amount of a single item and confusing wording that would end up multiplying the item times a certain amount that was selected. I personally was confused and thought the special was based on purchasing a single item i selected the ***** option ,after selection of said item and imputing card number, i get sent to another page showing a grand total of ****** dollars-to find out that it was multiplied by 10 plus tax. , so right away i was like no that's not what i selected. I thought all was find since the webpage displayed an option on the bottom that stated click to complete order, so i quickly closed the webpage and did not proceed. I then decided to lookup my bank account transactions, and right away i notice the $194.74 on pending transaction, even though i had not even agreed to the purchase. next i checked my email that i received which showed an email stating i have 24 hrs to proceed with completing purchase. which i did not select as well. I went back to website and use a chat option to notify them that i did not complete purchase and to remove the hold immediately and they responded that it had been process and they could not do anything about it , and if i wanted a discount that they could give me one. They also said return it in thirty days for refund, but looking into that option t be me paying to send it back and also it wouldn't be the full amount.. I supplied several images to show you the scam they are running. Towards the end it shows the option that was selected and i was never shown the total , it also sets you up for a subscription , and that even with the email that is shown a jpg. that states if you do not push you will not be subscribed.

  Business Response

  Date: 06/27/2025

  thank you for your feedback.  we understand our checkout page may have been confusing and we apologize for that.  we aim to be transparent in all we do.

  that being said, we see you have emailed our customer service team.  they have provided your return instructions for your order as requested.  please be sure to follow the instructions on the email so that we can refund you quickly.

• Initial Complaint

  Date:06/26/2025

  Type:Sales and Advertising 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 purchased the bug spray for $32.99 and then on May 14, 2025 I was charged $9.99. I have never received my product and i ordered it on May 7, 2025

  Business Response

  Date: 06/27/2025

  Thank you for your inquiry.  On your first order, you received a discount by signing up for our VIP Membership, which is the $9.99 charge you recently experienced.  There is no product with this fee.  

  Our VIP Membership offers you a 7-Day Free Trial: Enjoy 7 days of free access to www.bugmd.com with an exclusive up to 67% discount on your first order.
  And, Exclusive Ongoing Discounts: After the trial period, a small monthly fee gives you access to significant savings on all BugMD products—discounts that are only available to VIP Members.
  
  Your VIP Membership is designed to help you save money on every BugMD purchase.
  
  However, we will cancel your vip membership effective today june 27, 2025.

• Initial Complaint

  Date:06/25/2025

  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 ordered their product and, apparently, was signed up for a monthly "subscription". So I did receive the initial order, but have been billed the last three months @ $10.86/mo for ????????

  Business Response

  Date: 06/25/2025

  Thank you for your inquiry. You signed up for our monthly VIP Membership; however, we can cancel it for you right away.  We will have our customer service team email you today 6/25/25

• Initial Complaint

  Date:06/24/2025

  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.

  6/24/25 BugMD I started to order a product on line with listed cost of $16/unit for 2 units (sale price)At checkout the amount was $48 for the product, $3 minimum mandatory tip- no option for no ********* total with all fees $53.I decided not to complete this transaction because of the extra costs and did not click onsubmit or place order.However, a payment received message was seen on screen.I contacted ****** immediately to dispute the charge which had indeed already been submitted.Not able to contact BugMD at customer service phone numbers listed and one of the listed numbers was for ********** customer ********** main concern is changing cost of product between order and checkout- false advertising, charging for a tip with no option for no tip, receiving payment before confirmation by me through Submit or place order.

  Business Response

  Date: 07/01/2025

  Thank you for your inquiry.  Our records show that customer service has emailed you today 07/01/25 with instructions to return your items for a refund.  Please follow the directions on that email so that we can quickly process your refund.

• Initial Complaint

  Date:06/22/2025

  Type:Service or Repair 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 have not received my package they said it was delivered on June 6 2025. I was home all day and the oackage wasn't delivered. I have called for 3 weeks now and they do not answer . I received an email saying they would call and still haven't received a call.

  Business Response

  Date: 06/23/2025

  Thank you for your inquiry. DHL shows that they delivered your order on June 06, 2025 to your mailbox.  As per our return policy, we are not responsible for lost or stolen items.

  Please know that we have no record that you contacted our customer service team at any time.  We are available M-F 8AM - 5PM PT via phone, email and chat.

  We will have our customer service team reach out to you with proof of your delivery.