Complaints

This profile includes complaints for Onda Wellness's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Onda Wellness

  PO Box 21332 Boulder, CO 80308-4332

• 

  Onda Wellness

  4080 Woking Way Hollywood, CA 90027

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:11/06/2023

  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.

  In September, I corresponded with Onda Wellness to facilitate a return of a CBD oil that arrived with the seal broken. I also requested that my subscription to this product be canceled. After corresponding, I checked my account on the website and no subscriptions were shown, so I assumed it was successfully canceled by the representative.On October 31, I received an email notification that I had placed another order for this same oil. I emailed immediately requesting cancellation of the order, as I didn't place it. The representative told me I had a subscription and the order could not be canceled. I sent them a screen recording of what I see when I am logged in to the account. The screen recording can be viewed here: ******************************** In the screen recording, you can see the order in question (*****), which confirms I'm logged in to the correct account. When I click on the subscriptions tab, no subscriptions are listed. The Onda representative explained that I needed to cancel the subscription myself through my account. I then explained that from my perspective there is no subscription to cancel. I'm concerned about where my payment information is saved on their site. From my perspective, they shouldn't have my credit card information saved anywhere, but they were able to process this charge. They offered to refund me, but only if I pay out of pocket to return the item. It has not yet arrived, but I don't feel this is an adequate solution.

  Customer Answer

  Date: 12/07/2023

  Today I received a phone call from ****** from Onda Wellness. I was unable to record the call, as I was not expecting it. He had not viewed the complaint details, but was looking for my reasoning behind contacting the BBB. I recommended reviewing the emails and screen recording of what I see from the website. I told him he was welcome to email me for more details, or schedule a future call if more info is needed. I still was not offered a refund. Just wanted to make note of this communication 

  Business Response

  Date: 12/08/2023

  We would lilke to clarify the facts in this complaint and our resolution. We've communicated this directly to our customer and  we've asked her if there are any additional steps she would like to propose to come to a mutual resolution but have not received feedback after our email to her. We called our customer but she respectfully declined to speak to us in detail over the phone. There is a deadline in responding to complaints with the BBB which doesn't allow much time to communicate further with our customer. We hope this response clarifies the nuances that sometimes happen with small businesses as we attempt to keep up with the technical requirements of an everchanging online presence. We also offer confirmation that our customer does not have any subscriptions active, and we do not have the payment method stored. We've also refunded the customer and offered her to keep the product for free.
  
  1. In September we merged our old subscription platform into a new version which caused some technical hiccups with the tabs on the account page and how the data was viewed or omitted. This explains why our customer was unable to view her current subscriptions and was under the impression that she had no subscriptions active so she did not cancel the subscription. We hate that these sort of technical issues can happen especially if it makes our valued customers feel uneasy. We are relentless in our attentiveness to this business but alas it is never perfect.
  2. On October 31st, the subscription went through and the Solid Sleep .5 oz was shipped.
  3. After back and forth communication clarifying the facts with each other, I requested that our customer return the bottle and I would add a $15 credit to her customer account to cover the cost of shipping. I mentioned that once the bottle was returned, I would refund the $30.60 order total.
  4. Our customer did not respond to my communication and opted NOT to return the bottle and we did not proceed with the refund. We have not yet received the return product or any communication from our customer
  5. Our customer did not communicate with us to let us know that she would not return the bottle without a pre-paid return label, and did not propose a different resolution or communicate that she intended to complain to the BBB.
  6. Our customer submitted a complaint to the ******************** without proposing a resolution that worked better for her before doing so.
  7. On 12/06, I refunded the $30.60 order total.
  8. I offered our customer to keep the bottle for free or gift it.
  9. I sent our customer a screenshot confirmation that she has no active subscriptions
  10. I sent our customer a screenshot confirmation that we do NOT have her payment method stored.
  
  I've attached these screenshots with this response confirming the refund, no subscriptions, and no payment method is stored. 
  I've also attached our email to her outlining the information we shared in this response, and our request for her to accept our response as resolution in this complaint.
  
  We hope our customer receives our formal response and accepts our resolution as mutually beneficial. 

  Customer Answer

  Date: 12/13/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********. Some of the information provided is not accurate and contradictory to the email thread I provided. However, I can confirm the refund has been posted to my account, so I find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *************************