Complaints

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

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  Nucentix Nutrition

  4610 South Ulster Street Suite 150 Denver, CO 80237

• 

  Nucentix Nutrition

  44 Cook St Suite 100 Denver, CO 80206

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:01/10/2025

  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.

  A charge of ***** to my debit card I never authorized

  Business Response

  Date: 02/10/2025

  We are so sorry for this delay. We have been unable to verify that this is a customer of our company. We have checked all databases and found that this is NOT a customer that has ever purchased from us. And we have no item that would cost $81.00. This is not our customer and they must have us confused with another company. This complaint should not be part of our company file. 

  Thank you!

• Initial Complaint

  Date:03/12/2024

  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.

  I was returning keto gummies because they weren't working for me.I **** the 1st pkg and it was returned "moved left no forwarding address". I called the company and they gave me a different address. (Nucentix Nutrition 386 ***************. Dock ***************************). My package is now missing. I have spent $45.00 in shipping trying to get this back to them for a refund. I have another box to return but I'm worried it too won't get there.I am requesting my refund plus S&H charges.I went online again and they have another new address: **********************************************

  Business Response

  Date: 03/13/2024

  Hello,
  
  We have looked into this account and found that she was given the incorrect return address. We take full responsibility for this mistake and have fully refunded her account for all orders involved. We have contacted and updated the customer with this information and refund emails have been sent. We also let her know that no other orders need to be returned to us. We apologize for this situation.

  Thank you!

  Customer Answer

  Date: 03/18/2024

   
  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:11/12/2023

  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.

  In April of 2023, I received a package at my home of keto gummy vitamins from Nucentix, ******************************************. I had no idea who they were and had never ordered anything from them.******* alerted me the next day, by text and by email, to potential fraudulent use of my debit card. I, of course, denied making these purchases. KeyBank responded by crediting my account in full, canceling my debit card, and providing me with a new debit account.A few weeks later, *******'s fraud investigation department informed me that they were removing the credit from my account as ********************** had provided them with an email and phone number that were connected to me. I had never seen or used either that email or phone number in any way. They are not mine.We have spent months disputing this charge with KeyBank and with Nucentix. If you would like to also pursue this with KeyBank, Gmail, or ******** we would welcome your assistance!KeyBank refuses to look at this any longer. Nucentix assured us repeatedly, by phone and by email, that they would refund us in full, despite their deadline for refundable returns, as long as we provided them with our resolution letter from KeyBank. We did so and then returned everything to them in exactly the same condition as it had been received -- just as they had instructed. I spent $20.82 to ship it to them with full insurance and I have *** proof of delivery.Now they are saying that because the return arrived outside their refund eligibility window, which they knew it would, they are unable to process the promised refund.My husband and I are justifiably IRATE. How can we be scammed by someone's unauthorized use of my debit card and get absolutely no relief? I'm not the only person who has reported Nucentixs unethical business behavior to the BBB. Thank you for your help.

  Business Response

  Date: 11/14/2023

  This customer ordered on April 10th, 2023. Without contacting us for any assistance, she filed a credit card dispute for the full amount on April 24th. At that point, we provided the bank with details validating the orders and won the disputes. She then contacted us on May 15th to return the order for refund. We gladly accepted the return request and assured her that we would arrange refunds since it was within our 60 day money back guarantee. The customer did not return product to us until the end of October. Five months after our original discussion and acceptance of return for refund. She then called demanding refunds on November 12th that were no longer able to be provided. We should not be held responsible for lack of action on the customers behalf over a 7 month period. 

  Customer Answer

  Date: 11/17/2023

   
  Complaint: 20860577
  
  I am rejecting this response because their statements to you are FALSE & MISLEADING:

  1. I never ordered this or anything else from them.  The email and phone number they claim are mine are not mine and never have been.

  2. It was my bank that initially alerted me to the fraud and contacted Nucentix to dispute the charge on my debit card.

  3. There was no promise made by me in May to return anything.

  4. We had several months of interactions with our bank regarding this issue.  That is why it was several months until we had no option to have our money returned other than to ship the product back to Nucentix.

  5. It wasn't until late October that ****** at Nucentix gave my husband specific instructions to provide a resolution letter from ******** and that, upon Nucentix's receipt of that letter, we could return the product and receive a full refund.  ****** had all of the details of this matter and knew full well that the 60-day money back guarantee period had expired months before.

  6.  Following this, ****** at Nucentix ************* confirmed via email, "please let me know when the order has been returned and provide me with an unopened bottle count and tracking number.  Once verified, I am glad to issue your refund the same day to expedite the refund process."  She also had full awareness of the timing of the return.

  Please read carefully through all of the documentation that I have provided.  You will see that we complied with everything we were asked to do -- including shipping the product back to them at our expense -- and they have now failed to uphold their end.

  I also believe that if you look through other BBB complaints about this company you will find a number of other very similar complaints.

  Sincerely,
  
  ***************************

  Business Response

  Date: 11/21/2023

  While we acknowledge the customers complaint, I must reiterate that she filed disputes without returning any product before entering into any conversations with us. We fought the disputes and won, which means the credit card company had sufficient evidence to believe that the orders were not fraudulent. She even admitted ******* wont provide her additional help. Once she contacted us, we acknowledged the situation and offered a remedy.
  The customer then chose to not return any product for refund until she was forced to do so, nearly 6 months after our first discussion. Again, far outside of our
  money back guarantee. We were kind, offered assistance and did everything we could for this customer during our original conversations. We should not be
  held responsible for the customers choices in this matter.  Thank you. 

  Customer Answer

  Date: 11/27/2023

   
  Complaint: 20860577
  
  I am rejecting this response because:
  Again, THIS IS A FALSE ACCOUNT OF THE EVENTS IN QUESTION.  Regardless of the findings of KeyBank, which have now been reported to the *** as a case of Identity Theft, there was no communication promising a return of the product in the months immediately following their shipment to me.  It took months for KeyBank to make their determinations.  It wasn't until after my husband had several phone calls and emails with Customer Representatives from ********************** (noted in the documentation already provided to you) that they agreed to refund the purchase price.  Their requirements were that we:
  1. Provide them with a copy of *******'s final determination letter, and
  2. Return the package with all contents to them.
  We complied in a very timely manner with the expectation that they would honor their agreement to process the refund.  Again, please see the emails and other documents we have already provided -- you will see that they had all of the information about this order and AGREED TO REFUND US IN FULL, REGARDLESS OF ANY RETURN WINDOWS!
  Please peruse the complaints and customer reviews of ********************** on the BBB website, you will find that I am not the only individual whose payment information was stolen and used to purchase from this company and then had trouble receiving any recompense:
  *********************************************************************************************************************************************************
  ***************************************************************************************************************************************************************
  Sincerely,
  
  ***********************;

• Initial Complaint

  Date:11/05/2023

  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.

  They charged my bank account without permission twice for $251.80. I called and asked for a refund; it is still not refunded.

  Customer Answer

  Date: 11/06/2023

  I've also disputed the charge with my bank

  Business Response

  Date: 11/07/2023

  Hello,

  This customer was refunded, in full, back on 8/7/23 for both charges. Please contact the bank for verification.

  08/07/23  4:20pm Refunded txn: bbm2njz5 for $239.70.

  08/07/23  4:20pm Refunded txn: 0jseecta for $35.00.

  This is an invalid complaint and should not be part of our company file.

  Thank you!

   

  Business Response

  Date: 11/07/2023

  Hello,

  This complaint is completely unfounded. Even the amounts she has listed don't match anything tied to our company. She was taken care of 3 months ago and must be confused about this.  Please don't allow this complaint to be listed against us. That would be completely unfair. Thank you!

  Customer Answer

  Date: 11/07/2023

   
  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. Since seeing the date, they refunded monies I was able to view my card statement to see the refund. It was promised in the month of June & took two months to process.  Thanks for your help in resolving this issue. 
  

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

• Initial Complaint

  Date:10/31/2023

  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.

  On July 14, 2023 I requested a refund on Keto gummies, the company recieved it on 8/30/2023 and claimed that it took longer than 30 days to get the return and that they can not refund my money.

  Business Response

  Date: 10/31/2023

  This customer originally ordered with ** on June 13th, 2023 and we have a 60 day return policy. She did contact us on July 14th to return the product for a full refund and we gladly accepted. Since the customer took so long to return, it put her outside of our return window by a significant amount of days. This is why the refund was denied. Given the complaint and the fact that the order was returned unopened, we are choosing to issue a refund today to settle this case. Thank you! 

  Customer Answer

  Date: 11/08/2023

  Hi, thank you they refunded the money to me. 

• Initial Complaint

  Date:10/10/2023

  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.

  The Nucentix company claims that I ordered their product, which I did not. Company will only refund 2 of the 3 shipments even if I return all of their products. Not only did I not order anything from them, but they won't give me the address of their corporate office so that I may pursue legal remedies.

  Business Response

  Date: 10/10/2023

  This customer placed her original order back in June of 2023. All order details passed our very strict credit card processing requirements and her account has been billed for product normally since that date. We have sent three orders, with confirmation emails, and have not had any contact from her until now. Given the circumstances the customer claims, we are happy to resolve this account amicably, but we were given little time to properly review or arrange refunds. Additionally, the customer received shipments from us that were never returned or acted upon in any way. We had no reason to believe that this account was fraudulent and don't believe that it is. We called the customer this morning and she would not discuss anything with us to find a resolution. We were told "it was a bad day and to call back another day". She also claimed to not know who we were even after given the company name and mention of her complaint. We have issued refunds to this customer and will await the return of all product ordered and received. Thank you!

• Initial Complaint

  Date:09/15/2023

  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.

  on 6/25/23 i ordered 4 bottles of the keto gummies from nucentix order # ******AAC7. they were shipped 6/29/23; delivered 7/1/23. i called nucentix c/s at 855-208-9453 8/2/23 to request a refund as i was exactly the same weight as when i started. they refused a refund as they said i had not finished all the products yet based on their calculations. I finished the products and called back Nucentix c/s 1/855-208-9453 9/15/23 to request another refund - again as i was the same weight as before i started taking the gummies. i was told no again as i was outside of the 60 day refund period that ended 8/24/23. I verified with the c/s rep that i called WITHIN the 60 day refund period and was denied a refund then as well and asked what my options were given i did what they said to do only to be told no again. they advised nothing but to say NO REFUND. i want my money back. no apology - just my money back. i will not be scammed.

  Business Response

  Date: 09/20/2023

  This customer was refunded, in full, on 9/16/23 to her credit card. We are so sorry for the confusion on this account. We take full responsibility for this oversight.  

• Initial Complaint

  Date:06/05/2023

  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.

  Someone used my name, address, phone number, email and debit card. Placed a $239.70 order with Nucentix Nutrition. I'm guessing it must be diet pills or something, not sure, I did not place this order. Report it to my bank as fraud. Cancelled my card. The person living at my old address got in touch with me and told me about the receipt of this item. I received an email from the above company told them the situation. They told me not to commit "Friendly Fraud". Extremely angry someone would think this. They game me an RMA number and said to put RTS and get a tracking number. This was done. In the meantime, my bank reached out to them and they provided proof of order and receipt of order so my bank will not return the money to me because they said there was no fraud committed. Nucentix received the item back, confirmed by the tracking number. They will not return payment to me because they say the bank disputed it. I explained to them the bank has not disputed it, they have their item back and I want the $239.70 back that was stolen from me. They say contact your bank, the bank says contact the merchant. That is a lot of money and no one will help me.

  Business Response

  Date: 06/06/2023

  Hello,

  Since this charge was disputed and found not to fraudulent by her own bank, we have been waiting for the package to be returned to us to provide a refund. We just received the package back on Friday 6/3/23 and it has not been logged into her account yet. Since we have proof of delivery back to our warehouse, we are fully refunding her account today. We did absolutely nothing wrong here. We just had to wait for everything to fall in place. Thank you! 

• Initial Complaint

  Date:05/13/2023

  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.

  If I could give 0 stars or Negative I would. If I could include the 32 email conversations I had with the poor customer service **** I would! If I could call out names of Supervisors that have been extremely rude and unhelpful (*******, *******, *******, *****, *****) All need a refresher course in customer service. I order these gummies. Received my order. Used for 2 months on tp of Keto diet. NO RESULTS! Per there 100% refund policy, no problem to return my order and get my refund at 100%! WRONG! They are illegally holding my Money. I have *** tracking number and proof of delivery that they have received my order back and have done nothing to refund me back my money as there ad promises. Long story shirt, my bank CLOSED that I purchased my order on. After 17 years. I provided them with prof from my bank that they have closed and not taking in or giving out any transactions becasue on April 19th they closed. All I have done is fight with them to get my moeny back. Send an alternative refund back to me. Check? E-check? Put it on another CC? I got a snobby response from ******* even laughing at me when telling her that we can 3-way call the company that they advised would assist me further and they even stated that they needed to provide me with an alternative refund since my bank is closed and they represent my bank. This company has my product returned proof is tracking number is with *** for proof of delivery. They forwarded me to Pathward who represents my closed bank and Supervisor ********************* from Pathward was willing to inform them directly that they need to issue me my refund of $239.70 an alternative way and they refused to do a 3-way call with me. Told me to do it on my own time. I was on the line with Nucentix and they refused to call with me. Anyone else see a HUGE problem here? They illegally have my returned product and illegally holding my $239.70 when all they have to do is issue me out a check. I asked for upper management and was refused.

  Business Response

  Date: 05/15/2023

  Hello,

  This situation is one we have never experienced before with a customer's bank permanently closing for business. We had made several attempts to refund this customer back to her original payment source. We reviewed and researched the situation and have resolved the matter with the customer to her full satisfaction. This was simply an unfortunate and unseen issue we had no control over.

  Thank you. 

  Customer Answer

  Date: 05/15/2023

   
  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. I appreciate there fast response in resolving my issue and refunding me back for my purchase.  I also appreciate there kindness in dealing with me when I wasn't so kind back. 
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:02/10/2023

  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 saw a product advertised that sounded great and they even say they are backed by you! BBB I ordered one bottle for $39.95, then you have to go through 3 pages of saying no, to more costly products and I CLICKED NO THANK YOU TO EACH ONE. When I got to the end my bank account was charged $239.70!!! I don't even have that much in my checking account!!! What a rip off and to say they are approved by you, makes me even more upset. I called immediately and she said, I must have clicked yes to one of the series of questions and I assured her I did not, I did not have any more money than the $39.95. Not only could I not get an operation number, I could not get a statment with any return amount listed. This company is nothing but a shear rip off, shame on them, if there product is so great, why do they rip people off? Can you please check on this for me? thank you

  Business Response

  Date: 03/07/2023

  Hello, 

  We are very confused by this complaint. Her order was placed online and was handled as seen below. From the order time stamp to her refund time stamp was only "13 minutes". She was obviously taken care of in a very timely manner. What more could we have done to satisfy this customer. This is an unfair complaint. Thank you!

  02/10/23  7:46am cci very upset requested cancellation. she thought she was getting 1 bottle at 39. explained order. immediately cancelled and refunded.
  
  02/10/23  7:45am Order #**E98ABBB1 refunded for $239.70.
  
  02/10/23  7:45am Order #**E98ABBB1 cancelled.
  System
  02/10/23  7:45am Cancellation Notification Email titled "Your Order Has Been Canceled" sent to *********************
  
  02/10/23  7:33am Order Confirmation Email titled "Order Confirmation" sent to *********************
  
  02/10/23  7:32am New customer order *************************** ($239.70) created.