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:12/03/2024

  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.

  The business did not provide what promised

  Business Response

  Date: 12/04/2024

  We've been unable to find any correspondence from the email address shared by the complainant. While we do have an order from last week associated with that email address, as far as we can tell, the customer has not made an effort to contact our ************* team prior to the ******************** complaint being filed. We can be reached via email and SMS during our hours of operation (Mon-Fri, 9 AM to 6 PM EST) and we work on tickets only in the order in which we receive them so we appreciate their patience once they do reach out to us.
  
  The customer placed their order during the Black Friday/Cyber Monday 2024 sale, an automatic, side-wide promotion that applied to orders made directly from the cart checkout on our website during the sale time-frame; however, the customer manually disabled the sale pricing before submitting their order, instead opting to use a separate discount code. We don't believe that this is related to the complaint since the sale terms were clearly outlined in the promotional marketing -- as well as in both the cart and checkout screens -- indicating that the Black Friday/Cyber Monday 2024 promotion could not be combined with any other offers/discounts/sales/etc., but it is worth mentioning for the sake of thoroughness. The tracking information associated with that order shows that the shipment was scanned by **** as delivered.
  
  If the customer requires assistance, we're happy to help, but they will need to comprehensively and specifically describe the issue they're having and how we can help -- at this time there is no information that has been provided by the customer that indicates the reason for which they're reaching out to BBB, so we strongly recommend that they contact our ************* team at ******************************* with the information we've requested of them. They could alternatively use the "Contact Us" link found at the bottom of every page on our website to submit a ticket with us.
  
  

• Initial Complaint

  Date:11/27/2024

  Type:Sales and Advertising 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.

  Umzu charged me without knowledge of a $45.38 charge at the worst impeccable timing possible saying they sent me an email three days ago to notify me. But they are lying. I screen all my emails on the email address in question and there is no email notification telling me of an upcoming charge. This came at the worst time possible bc I'm going thru a literal life or death medical issue which the medical cost me over $100 and I've had to dip into savings three times this week to cover medical costs and food..I was set till payday in 48 hours and my mental state has been compromised bc if I don't take these painful injections for a blood ***** in my leg I could die. Today is the first day this week I've had any sense of peace. Now I'm depressed..they cancelled it but stopped responding to my messages will be back on Friday. I cam prove umzu did not notify me of this charge. I had to take more money to cover my expenses till payday. I won't get refunded till next week. I'm ******. I want umzu to give me 45$ credit towards my next purchase. That will settle it.

  Business Response

  Date: 11/29/2024

  Our customer first reached out to us at 3:29 PM EST on 11/27/2024 stating they hadnt made a purchase. Though we were closing at 4 PM EST that day a half day preceding our closure in observance of Thanksgiving and despite the fact that we work on tickets in the order in which we receive them, we pushed this customer to the very front of the queue to complete their request with the urgency they had conveyed, cancelling the order 4 minutes after their first request and replying to their email a minute later.
  
  The act of order cancellation immediately refunded/voided the transaction in full; however, as BBB knows, merchants do not dictate the speed at which the whole of the United States financial system operates and the customer was regrettably upset to learn this at such a fraught time. We empathise with their experience, but there was/is nothing else we as a merchant can do to speed the process up for the customer; we shared the full refund/voided transaction details for the customer so that they could track things with their financial institution if desired. Our last email that day had been sent at 3:48 PM EST and the customer was informed that we would be back on Friday; we had already resolved their request far ahead of schedule and had several other urgent issues to take care of for other customers before close.
  
  Regarding the order itself, it had been automatically processed through the customers subscription via the schedule they personally arranged. To clarify, having received an upcoming order email on September 25, 2024, the customer ostensibly saw that email, logged into our website, and skipped the associated subscription that was (at the time) scheduled to be processed in an order on September 28, 2024, thus moving that subscriptions next order to November 27, 2024; skipping an item moves it into the future by its frequency (in this case, 60 days into the future). When the customer made this action in September, it would have clearly displayed that the new date was scheduled for 11/27/2024, but irrespective of that, the system sent a new upcoming order notification for the order referenced in this complaint three days before it was processed (11/24/2024), leaving ample time for the customer to reach out to us if they had needed assistance.
  
  As has always been the case with UMZU, we take great pride in being incredibly easy to work with, taking care of virtually anything a customer may need with as little as a single email. All we ask is that customers do what they can to reach out to us at least one full business day ahead of time since were closed on weekends and holidays; we want everything to be exactly as our customers want it. This is predicated; however, on customers reaching out to us for help. If at any time the customer had reached out to us for help in the 60 days since they manually moved their subscription date, we would have gladly cancelled it or rescheduled it for them or made any other changes requested of us without any hassle.

  Customer Answer

  Date: 12/02/2024

   
  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,
  
  ***** ******

• Initial Complaint

  Date:10/06/2024

  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.

  9-30-24 did not order this umzu. do not send anymore product!!!!!!

  Business Response

  Date: 10/08/2024

  The complainant reached out to us on October 06, 2024, (a Sunday; we’re closed every weekend of the year), leaving us a voicemail stating that they had not placed the order that they received on October 04, 2024. A few hours later, we also received a ticket from BBB regarding the complaint filed against us.
  
  When we returned to work and came to the voicemail ticket in the queue, we were able to locate the associated order in our systems-- the one-time purchase order was placed from our website at 10:35 AM EDT on September 29, 2024, using a limited discount code, with a final total of $145.48 after taxes. Vitally, the order was placed via Shop Pay. This is the only order under the customer’s account and it was not an automated subscription renewal, nor was any recurring purchase agreement made due to the fact that the order was submitted as a one-time purchase, which is to say, there is no subscription and there can be no automatic ordering.
  
  An order confirmation email was immediately sent to the customer’s email address upon order placement on September 29, 2024, with an order-shipped email being sent on October 01, 2024, at 3:36 PM EDT -- this does not include supplementary or ancillary correspondence that may have been issued by Shop Pay’s system itself.
  
  That account was created and the order was placed with the complainant’s shipping/billing address, using their name (with a typo* in the first name), email address, and telephone number; the customer data on the order all matches what was submitted to BBB in this complaint and the telephone number on the order matches the number from which the voicemail was left (as well as the number verbally included in that voicemail). As noted earlier, the order was placed via Shop Pay, which requires phone and/or email verification for sign-up/login.
  
  Note: *The typo was of a capital “I” (i) at the end of the first name, the typo key is directly adjacent to the “J” that was used in the last name and it’s not by any means uncommon to see submissions like this irrespective of circumstances, particularly on smaller devices/peripherals.
  
  The order also passed NoFraud, the fraud prevention system integrated with our store, indicating a low likelihood of fraud with zero risk indicators, as well as including an AVS match.
  
  A surface-level public records search was also performed using TPS for triple verification before replying to this complaint, and our findings were consistent with the customer information on the referenced order -- and the BBB complaint -- matching the email, phone, shipping/billing address, and name of the customer to the complainant in all fields without exception.
  
  Given the lack of risk indicators from the analysis of the fraud prevention system, the Geolocation of the IP address being in close proximity to the shipping address, the complete match of all information in the customer account/order to the BBB complainant and public search return, as well as the use of Shop Pay, which has mandatory phone/email verification, we believe the only reasonable conclusion is that the customer and complainant are the same individual.
  
  If the complainant suspects fraud or identity theft, we strongly recommend that they reach out to their financial institution and/or their local police department to submit (a) detailed criminal report(s); though we are meticulous, official criminal investigations are vastly more in-depth than anything we can muster ourselves and those investigative efforts will subsequently be considerably more exhaustive as a matter of course.

• Initial Complaint

  Date:01/03/2023

  Type:Service or Repair 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.

  For Christmas I receive multiple health related products from this company. After using them for over 2 weeks.... I showed no results. The products were useless.

  Business Response

  Date: 01/04/2023

  We have no record of this customer having ever purchased from our company but encourage them to connect with us directly via the email address under which they placed their order (including their full order number if possible) for a resolution consistent with our policies as outlined on our website. If the customer ordered our products through our store on a third-party seller platform (e.g. Amazon) it will be necessary for them to reach out to us through that channel.

  Customer Answer

  Date: 01/05/2023

   
  Complaint: 18680665
  
  I am rejecting this response because: I did not make the purchase, in my complaint I clearly stated that the items from their company were purchased for me as a Christmas gift. I do not want to complain to the family gift giver making that person feel bad about their Christmas Gift. 
  
  Sincerely,
  
  *******************************

  Business Response

  Date: 01/17/2023

  Since the initial complaint had stated that the individual received products from our company, we interpreted that to mean that they had ordered from us over the holidays as one of our customers. We apologise for the misunderstanding. While we recognise that everyones body is different, we know how disappointing it can be when results vary, and to that end, we offer a 60-day money-back guarantee on our products (the full terms for which can be found in its entirety on our website). In essence, our 60-day money-back guarantee can be applied once per product, on the first order of that product, and on up to three different products in a 12-month period. This enables prospective customers the opportunity to try a few different UMZU products with the guarantee to fall back on should they ultimately find themselves dissatisfied.
  
  The path forward is somewhat precipitous, as the individual is not one of our customers but has expressed that their desired outcome is a refund; however, they have also intimated that they dont want our customer to know such an action was taken. Unfortunately, these requests are in diametric opposition to one another, as an order can only be refunded to the payment method used to purchase it, and in so doing the customer is immediately notified of a refund having been processed; we are unable to bypass core functionality of payment processing systems.
  
  As a one-time courtesy, we are willing to offer the individual an UMZU gift card that they can use to try some of our other products. If they are interested in this tack, they will need to reach out to us directly (our email address is present on every page on our website) and do so from the email address under which they filed this complaint, including within the body of their correspondence the information we will need to locate the original order (our customers name at the very least, preferably their email address as well); this cannot be accomplished via BBB due to the constraints imposed on the exchange of information via their platform itself. Please note that, in accordance with the individuals wishes, we will ensure that our customer does not learn of this reconciliation.
  
  

  Customer Answer

  Date: 01/25/2023

   
  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,
  
  *******************************

• Initial Complaint

  Date:08/18/2022

  Type:Billing 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.

  Hello i noticed a charge on my card I didnt recognize its said UMZUCOM and a phone number and it said gasoline the number leads to UMZU in ******** and the charge has been coming since april i have never heard off this company or bought anything from them i have canceled the card but they have been stealing from me ***** a month since april !

  Business Response

  Date: 08/19/2022

  After careful research, we were unable to find an account with the customer's information and cannot confirm customer's orders. We will need further details (such as order number, which we do e-mail our customers with or be provided with the right information) in order to assist the customer further. Without further details, we are unable to assist. 

  Customer Answer

  Date: 09/01/2022

  So my bank has refunded me about *************************************************************************** at this company because i have never bought anything from them in the photos i submitted there is there address and phone number off there company and the charges they billed me as off right now i am still ************************************************ them saying they need an order number thats the point it doesnt exist because i have never bought anything but was charged by them from April to august .

  Business Response

  Date: 09/08/2022

  After further investigation regarding the customer's concerns, we were able to confirm that the customer's charges are fraud. We were unable to process a refund for the customer as the card has expired. In order to process a refund, we will need to have the customer reach out to us to collect their information to send a check. 
  
  Please reach out to ************************* at ****************************************. 

  Customer Answer

  Date: 09/12/2022

   
  Better Business Bureau:
  My card had to be canceled to assure no more fraudulent charges i am attaching my address in order for this company to mail me a check once received i will be satisfied with the results sincerely                                                                                               ***************************************.                                                                                                                                                          16840 ******************************************************

• Initial Complaint

  Date:06/24/2022

  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.

  6/20/22 a charge on my debit card from umzu.com for restaurants and dining but its actually a supplement company. Charged $132.82. I didnt order, didnt receive any products - ever. I called the company, but they don't answer their phone. They have not called me back. Ill have to cancel my card, refute the charge, all of which is a pain in the neck. I want a full refund and I want to know how this charge was made to my card. My phone number: ************. https://www.bbb.org/file-a-complaint/1296-90278206/form/17478072#:~:text=debit%20card%20from-,umzu.com,-for%20%E2%80%9Crestaurants%20and

  Business Response

  Date: 06/26/2022

  Hi ***** thanks for reaching out and bringing this to our attention. 

  I would be happy to look into this for you!
  
  
  I am not pulling up any orders/accounts under this email address or name. Can you please kindly provide us with the order number, name, or email used on the order?
  
  
  Looking forward to hearing from you,

  Customer Answer

  Date: 06/26/2022

   
  Complaint: 17478072
  
  I am rejecting this response because: I provided the price,  $132.82, and the date, 6/20/22. There is no order number or email or confirmation because I DID NOT ORDER ANYTHING. I was charged for an order I did not order, or receive. Its under someone elses name, address, email etc., they used MY credit/debit card somehow. You will need to look it up under the date and price on your end. I dont have that information. I provided a phone number ************ for you to call me. I provided a photo of the charge on my bank statement. Thats all I have. You should stop the order from shipping to this other person, because they didnt pay for it and Im contesting it. So you will not get paid. Ill have to cancel my card, which I was trying to avoid, but evidently you cant resolve it from your end without an order number. 
  
  Sincerely,
  
  *************************

  Business Response

  Date: 06/29/2022

  To prevent further issues, it is strongly recommended that you contact your financial institution immediately to cancel your card and dispute the charge you had received. We know that this isn't the most ideal situation; however, any time a card is compromised it is in the best interest of the cardholder to reach out to their financial institution first to put a stop on the payment and to cancel the card entirely so as to mitigate future problems. It's also recommended to consult with your financial institution and connect with major credit bureaus to prevent issues along those avenues; banks and credit issuers have a global line of communication to protect customers from fraud.

• Initial Complaint

  Date:05/28/2022

  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 bought this from an ad on ********* They try to convince you that it will totally clean out your gut. Testimony of people saying they had 8 bowel movements a day.. testimony that bowel movements happened right after they took it. I just finished the entire bottle and it did absolutely NOTHING.

  Business Response

  Date: 06/01/2022

  We're sorry to hear that you didn't see the results you were expecting with zuPOO. While we recognise that everyone's body is different, we understand that it can be disappointing when results vary, and to that end, we offer a 60-day money-back guarantee on up to three different products. I have refunded your purchase less shipping. We appreciate the opportunity to serve you and I'm sorry again for the experience!