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Business Profile

Vitamins and Supplements

Salutoceuticals LLC

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Vitamins and Supplements.

Complaints

Customer Complaints Summary

  • 2 total complaints in the last 3 years.
  • 2 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:08/28/2024

    Type:Delivery Issues
    Status:
    Answered
    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 the Sleep Remedy product on August 3rd, and it was confirmed that day. Received email that it had been shipped August 5th with tracking info and on **** website it still says label created waiting on shipment.I have emailed the company about my order and called multiple times and left a voicemail and still have had 0 correspondence back.

    Business Response

    Date: 08/29/2024

    Hello,

    Responding in regards to the complaint filed. Please see the attached records of communication. We received 1 outreach, via voicemail on Tuesday, 8/27/24. I responded via email the same day. (See Screenshot). A reshipment was set up on 8/27/24, picked up by the carrier on 8/28 and is expected to be delivered Saturday 8/31. Please see screenshots. Providing proof of reshipment, and communication records. No emails were received from customer, only a voicemail which was responded back to. 

     

    Thank you! 

  • Initial Complaint

    Date:06/05/2024

    Type:Delivery Issues
    Status:
    Resolved
    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.
    Placed 1st order on 4/22/24. Returned by post office for missing address which I had initially provided all. 2nd order placed 4/30: Order ****** Not received 3rd Order placed 4/30: Order ****** Not received 4th Order placed 4/30: Order ****** Not received 5th Order placed 5/6: Order ******. Two bottles received. Now want to return 2 bottles.No paper work was in box with order No answer to 5 phone calls, two emails to get instructions of how to return bottles.Moneyback guarantee is stated on website.

    Business Response

    Date: 06/05/2024

    Hello, 

    I spoke with ***** 6-5-24 regarding her request to return the products. All orders she has placed have been requested for refunds. We have all the documentation to provide. She emailed twice on 6-5-24 with two requests to return product, order numbers 

    Hello, please tell me the process to return 2 bottles of Sleep Remedy. Order number: ******

    My response: Hi *****,


    I hope all is well! I am sorry to hear you are interested in returning the Sleep Remedy. 

    We can accept returns within 60 days of purchase and if they have been unopened/untampered. We cannot accept opened products. 

    We can refund you for 1 bottle of order number ******. Note and see the screenshot, there was 1 bottle placed under this order number, not two.  (I refunded this 6-5-24) and called her and explained we could not take the used bottles back. She could dispose of them. I told her I have refunded her for the product. 

    I see where we refunded you for a shipment of 1 bottle order ****** May 1st. (I attached the screenshot of transaction) She was refunded with no ask to return it, as it was used. 

    I will process the refund for order ******. It may take a few days to show up on your card.

    Is there a reason you would like to provide for returning the products? We like to get as much feedback as we can from our customers so we can continue to improve.

    Thank you!
    *************************

     

    I responded to her next email that was sent the same day: 

    Her email: Please tell me the process to return order ******, ****** or ******.

    My response: 

    Hi *****,

    I just emailed you, and then I saw this email. Apologies for receiving 2. 
    Our system is showing that order ****** was cancelled, refunded, and unfulfilled. 


    (Screenshot provided) 

    Order ****** was already refunded, and I just refunded ****** moments ago. 

    If you would like to return the products please mail them to the following address and include your name inside the package. We do not provide return shipping labels. I apologize for the inconvenience. 

    MACPAC FULFILLMENT: 
    Attention ********************** Sleep Remedy
    ***************************************************************

     

    After I sent these emails, I called her and spoke with her explaining she didn't need to send them back because they were opened and we didn't provide shipping labels for returns and there was no need to pay for shipping for product that would just be discarded, and she understood and was receptive. 

    Every order she has placed she has asked for a refund. And we have provided her with a refund every single time. We have all documentation and we are happy to share it all. I have more screenshots to share, but I cannot upload the rest. 

     

    Thank you and please feel free to contact me at ************. 

    Best,

    *************************

    ********************** Sleep Remedy Team

     

    Customer Answer

    Date: 06/06/2024

     
    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,

    *************************

Salutoceuticals LLC is NOT a BBB Accredited Business.

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