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:02/20/2024

  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.

  Order product on 1/20/2024 and received on 1//24/2024. Company offers a 30 day return for full refund. Emailed company on 2/19/2024 did not receive a response. Called on 2/20/2024 and was told I could. not get a refund. as product wouldnot be received back to them with 30 days of purchase.
  
  Since it took 4 days to receive the item and another 4 or 5 days to return, I was only given maybe 22 days to try the product not 30. This is deceptive advertising at the very least and I ask youi to help in getting my money refunded as it did not work for me. Website also states that it may take 90 days to work whichis basically no guarantee at all.

  Business Response

  Date: 02/20/2024

  Hello

  This customer was given correct information by the representative as stated in the terms at *******************. We must deny this request. Thank you

  Customer Answer

  Date: 02/20/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: company does do provide the customer with 30 days to try the product. They advertise 30 days to try. They use shady wording to lure customers to try but don’t really want to provide refund.

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

  Business Response

  Date: 02/21/2024

  Hello

  Name calling "shady" simply is not productive. The website is very explicit, and you were given correct information over the phone. As such, we must deny this request. Thank you

• Initial Complaint

  Date:01/12/2024

  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.

  Purchased product ****** on December 24, 2023 with a 30 day return policy. I sent an email as instructed to return product starting on January 5th 2024 asking for a return Authorization. I sent a second email second week in January 2024 all during my 30 day return time I have called several times and when someone would answer they hung up. Today have called three times and have been hung up on all three times when looking for help to return product. This is all documented by date and email. a company that gives 30 day return policy and does not answer customer emails and hangs up when requested help is criminal. I would like a refund from this company immediately as I have followed the online instructions to contact company and it is within the 30 days. In their voice messages while waiting they say their fastest response comes from emailing them. I have sent two emails within the last seven days. Continuing to make calls to this company is a waste of my time if they just hang up. I’ve recorded the call for proof of their hang up as well. They tell us they’re going to record for quality assurance so I recorded them as proof since they’re denying they received calls. I see that I am not the only one who has experienced this. No customer service and zero respect. This company needs to be put out of business or held accountable for their return policy they refuse to uphold.

  Business Response

  Date: 01/12/2024

  Hello

  Please respond with the tracking number for your shipment to send back ******. Please address it to: Nutreance

  *** *********** ***
  
  ********** *** *****
  
   We will credit you upon receipt of the product. Thank you

  Customer Answer

  Date: 01/16/2024

  Tracking number for return package is **********************

  Business Response

  Date: 01/17/2024

  Hello

  According to tracking, we are not expected to receive this item back into inventory for several days:

  
  Tracking number **********************
  
  Expected delivery
  January 22, 08:00PM
  
  
  Tracking number created
  January 15, 02:09PM
  ****** **
  
  In transit
  January 16, 02:15PM

  Customer Answer

  Date: 01/19/2024

  You requested the tracking number. I sent it via this message system.  If I’d heard from you through your own business email or had a response with someone on your phone then I could’ve sent it there. 

• Initial Complaint

  Date:01/02/2024

  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 November 1, 2023, I ordered two (2) Nutreance supplements, ******** and ******** totaling $89.90. The supplements were delivered 29 days later on November 29, 2023, and carried per their website a 30-day NO RISK guarantee. The order number is: ***********.
  
  After experiencing nausea, and headaches which I believe were associated with their products, and determining that the products were not worthy of their claims, I contacted the company via email on December 26, 2023, requesting a FULL REFUND, and removal from their lists. This notification was well within their 30-day NO RISK GUARANTEE.
  
  Despite several emails with their company representative, the company arbitrarily denied honoring their guarantee, citing that I had ordered the supplements on November 1, 2023. Their representative was very rude and appeared to have no interest in addressing my issue.
  
  I AM A SENIOR CITIZEN, OVER 70 YEARS OLD, AND AM APPALLED THAT THE COMPANY NUTREANCE WOULD TREAT THE ELDERLY IN THIS MANNER.

  Business Response

  Date: 01/02/2024

  Hello

  This complainant makes several factually false statements and does not include his receipt. He ordered on November 1st. We are happy to provide actual documentation rather than insults. As such, we admonish this complainant's fraudulent behavior and refuse to offer a refund. Thank you

  Customer Answer

  Date: 01/03/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  The Nutreance Company is NOT sticking to the facts. While the items may have been ordered On November 1, 2023, the items WERE NOT DELIVERED UNTIL NOVEMBER 29, 2023. How can the company in good faith expect a consumer to try the products starting November 1st, when the customer did NOT RECEIVE THEM UNTIL ALMOST 30 DAYS LATER? If this is the company's position in honoring their SO CALLED "NO RISK GUARANTEE", then the customer would have had only 1 day to try the products. These are the true facts, The company is relying on a November 1, 2023 order date, but outright disregards the fact that the products were not delivered until November 29th. Their response is baseless, their products DOES NOT WORK FOR EVERYONE, as many complaints have been filed against this company, for obvious reasons. They must be really hard up for revenue, in that they would rather cheat a SENIOR CITIZEN out of money, based on their NON-EXISTENCE NO RISK POLICY. I REJECT THEIR CLAIMS, AND THEIR RESPONSE TO THIS COMPLAINT. Perhaps BBB complainant's should additionally file their complaints with the State of Connecticut, as well as seek compensatory damages for the emotional distress being placed upon consumers for having to deal with their policies.
  
  
  
  Sincerely,
  
  
  
  ***** *******

  Business Response

  Date: 01/03/2024

  This complainant is already changing his story. He now admits he is outside policy and ordered on the 1st. As such, we must reject this request. 

  Customer Answer

  Date: 01/03/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  The company Nutreance LLC, is writing in riddles. What is the meaning of the company's so called "NO RISK GUARANTEE"? I am NOT changing my story because the documentation I have submitted and the facts speak for themselves.

  YOU NEED ONLY LOOK AT THE COMPLAINTS FROM PREVIOUS CUSTOMERS. I ADVISE ANY CUSTOMER WHO IS CONSIDERING ORDERING FROM THIS COMPANY TO THINK TWICE. THEIR REPUTATION PRECEDES THEM.

  I DETEST AND REJECT the company's claims. in spite of their writing in circles, the truth and the facts as submitted by the customer will prevail. And I will not stop until they back up the claims of their products, acknowledging that their products may work for a few, but NOT for ALL.

  FURTHERMORE, THERE IS NO SUCH CLAIM AS A "NO RISK GUARANTEE", WHEN NUTREANCE LLC EXPECTS A CUSTOMER TO TRY THEIR PRODUCT FOR 1 DAY.

  I CHALLENGE NUTREANCE LLC TO DISMISS THE FACT THAT THEIR PRODUCTS WERE DELIVERED TO ME ALMOST 30 DAYS AFTER THEY WERE ORDERED, NOVEMBER 29, 2023. I REST MY CASE.
  
  
  
  Sincerely,
  
  
  
  ***** *******

  Business Response

  Date: 01/03/2024

  We never once claimed that they were delivered 3 days after order. The complainant, however, initially claimed to have ordered significantly after November 1st and therefore still within policy. He now admits he lied. The delivery date is irrelevant as stipulated at nutreance.com/terms. The BBB has always been an important voice for us in disregarding childish name-calling, abiding by the facts, and awarding us their highest rating. We continue to rely on their judgment and reject the false claims made by this complainant. He is outside policy and is denied. 

• Initial Complaint

  Date:12/27/2023

  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.

  Purchased product through ****** December 7th.
  Read reviews. Seller and ****** gave a 30 day money back guarantee.
  The product arrived. I took some of the supplement and got ill.
  
  I went to return the product and ****** said this product is not eligible for refund. Please contact seller.
  
  I contacted Nutreance who said they were not the seller and refused a refund.
  ****** says Nutreance is the seller and Nutreance is saying they are not the seller.
  
  The package I received the product in was from Nutreance, not Amazon.
  
  It is sad that this business will not honor their guarantee and is simply shifting the responsibility to someone else.
  
  They must be doing this to a lot of people. If as I suspect, other consumers use ****** to buy products from this company, and then refuse to honor their guarantee, they are making a lot of money and profiting from this deceptive business practice.

  Customer Answer

  Date: 12/27/2023

  This is a response from Nutreance as I told them I would complain about them:

  You did not purchase the product from us. We will not be extorted. Filing a fraudulent complaint with a government agency is a crime. Thank you for documenting your intent. 

  Their language in my opinion is intimidation and manipulation. They are wanting to make me afraid to file a complaint. I just want a refund that they promise on their website. And then to suggest a crime.......pure intimidation. 

  They should be ashamed of themselves when a consumer simply wants a refund. 

   

  
  

  Business Response

  Date: 12/27/2023

  Hello

  As stated in our correspondence with Mr. *****, we refuse to be extorted. This complainant is not a customer. He states he ordered through ****** and takes issue with their return policy. We are not party to this transaction. In his initial email to us (which can be provided upon request) the complainant does not mention any mysterious "illness" of any kind, but does threaten to falsify reports to the BBB and at least one federal agency. We condemn such conduct and will not give this complainant any funds. 

  Customer Answer

  Date: 12/28/2023

  
  
  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:12/12/2023

  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.

  Purchased product Thyrogard on November 5th with a 30 day return policy. I sent an email as instructed to return product starting on November 15th asking for a return Authorization I continue to send 3 other emails during my 30 day return time line.called several times and when someone would answer they hung up. I finally called again today with someone answering me saying they can't do nothing for me as I would need to send an email I advise that was done several times with no response. How can a company give 30 day return policy and not answer customer emails. I would like a refund from this company as now its been over 30 days but my I initial contact was within 30 days. How does a business run like this. No customer service

  Business Response

  Date: 12/12/2023

  Hello

  This request comes considerably outside the 30 day return policy. As such, we must deny it. Thank you

  Customer Answer

  Date: 12/12/2023

  This company provides a guarantee 30 day return policy. You have to submit an email to inform them of the return request. Nobody ever responds to the email as this was sent within the 30 day guarantee This is how the company gets away with customers not able to return as they don't respond to their email. If you view all complaints to this company its the same issue for all customers  you call and Noone answers as one time someone did answer but I was hung up on. This company shouldn't be able to get away with providing a 30 day guarantee return when nobody responds to the return email. This company is a scam to keep people's money they give no guarantee and others should be aware. Please see my email attachment within my 30 day period 

   

  Business Response

  Date: 12/12/2023

  Hello

  We do not have any record of these emails; however, in the interest of resolving the issue, you may return the product to:

  Nutreance

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

   

  Please include tracking. Upon receipt, we will credit your account, less shipping and handling. Thank you

• Initial Complaint

  Date:10/27/2023

  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.

  I tried the product for a total of 5 days (order #*********** **********) and realized I was getting nausea, dizziness and terrible headaches, I read the return policy which states no question asked and to request return before the 30 days. I tried calling them several times, ###-###-####nobody ever picks up the phone, they have a recording that states to leave your name and number which I have done so 5 time or for faster service to email them at [email protected] which I have done 4 times all without a response from the company.

  Business Response

  Date: 10/27/2023

  Hello

  The context of this complaint is highly suspicious as this client has ordered in the past (July 5, 2023) and experienced enough improvement to re-order. We deny, therefore, based on this client's own actions that the product causes any such negative side effects. However, the customer is correct that we do honor a 30 day return policy. She must send the product with tracking included to:

   

  Nutreance

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

  Upon receipt, we will refund the payment method used, less shipping and handling. Thank you

  Customer Answer

  Date: 10/27/2023

  
  
  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. Your website also states you recommend using product for full 90 days to allow it to start working how can I do this without reordering it if bottle is only 30 day supply? Also concerning is why would you want returns, is the product being resold? These are pills and worrisome some may be tampered with. You should be able to back up your product with confidence. 
  
  
  
  Sincerely,
  
  
  
  ******** ****

• Initial Complaint

  Date:09/05/2023

  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.

  Order placed on Aug 11, 2023 with Order #***********
  Amount paid is $44.90
  They said to "Try ******** risk-free for 30 days",
  as stated in their website.
  
  My doctor said not to try any liver supplement, including "********"
  The bottle is still unopened.
  
  I called them several times, no answer.
  I sent them e-mail twice on Aug 30,
  
  so far I have not heard anything from them.
  
  so, this is my last resort.

  Business Response

  Date: 09/05/2023

  Hello

  We have never suffered any interruption in phone service and may be reached at any time. Additionally, no "doctor" would advise against a natural product supported by clinical trials. Such "doctor" is not named. As such, we reject this complaint. 

  Customer Answer

  Date: 09/07/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  Business:

  "We have never suffered any interruption in phone service and may be reached at any time. Additionally, no "doctor" would advise against a natural product supported by clinical trials. Such "doctor" is not named. As such, we reject this complaint." 

  
  
  What a lame excuse.
  
  First, it may be true that you never suffered any interruption in phone service, but the problem is that you never answered any of my call, and there was an instance that the phone was cut off.
  
  Second, no “doctor” would advise against a natural product supported by clinical trials. My doctor will not go to your level. My doctor simply advised me not to take supplements as my liver is undergoing examination. Your product still unopened, is not among the supplements that I stopped taking. Is ******** *** approved?
  
  And evidence of phones calls may be provided by my provider after a very long process, but you were silent on the two emails that I sent on August 30.  
  
  Your advertisement “ 30 DAYS RISK FREE GUARANTEE” stipulates returning your product even without any reason, means that you are to refund for no reason. Part of your “Return Policy” states:
  
  Return Policy
  “Every Nutreance purchase is backed by our 30 Day Money Back Guarantee. If you order any one of our products and decide that it's not right for you, we don't want you paying for it -- even if you have taken the entire bottle!”

  
  Please don’t make more excuses, be honest and professional in your business.

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

  Business Response

  Date: 09/07/2023

  We must again reject this request. It does not sound at all as if this supposed "doctor" exists. Thank you

  Customer Answer

  Date: 09/07/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  BBB, please decide my case after this response if this Nutreance will still stick to the “no doctor” defense.
  
  I have given BBB to have access to my health history, as referred to ***** privacy rule.
  
  As I said, I would not bring my doctor in this very trivial matter.
  
  Nutreance has not made mention of my two emails dated August 30.
  
  And even this Nutreance must not have understand their own “return policy rule”, please read back and put it in your head your “30 days risked free policy”.
  
  As I have stated in my previous statement, NO REASON is necessary or required to return this product, if returned within 30 days.
  
  Hence, I close this case and await BBB decision, if Nutreance still has no other defense than
  “no doctor”.
  
  
  Sincerely,
  
  
  
  ******* ********

  Business Response

  Date: 09/07/2023

  It does seem you understand the situation. The severability clause stipulates that we nullify the contract if factually false or libelous statements are published. No accredited physician (especially one who is anonymous) would disparage our product in such a manner. We reject this request. 

  Customer Answer

  Date: 09/08/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  I rest my case.

  Seems like Nutreance has a lot of ready-made excuses.
  
  Thank you.
  
  
  Sincerely,
  
  
  
  ******* ********

• Initial Complaint

  Date:08/10/2023

  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.

  Date of transaction: June 9, 2023
  Ordered ********* **********, and ****** Total cost of $109.85
  Business said 30 day money back guarantee. I ordered these products at midnight one
  night because I had been having health issues of just not feeling well and reading their ad or watching their video on social media (I can't remember if I read or watched/probably both) and I was desperate to try anything at that point. I figured it had the money back guarantee so why not!
  My dispute is that I got to a point that I had to call my gastro Dr one day saying I had to be seen the following day.
  
  Tests were immediately ordered and with the two diagnosis, it was recommended that I not take them. (I had not opened the bottles when I received them because I was nervous it might make things worse by some chance).
  
  I emailed immediately Nutreance on the morning of June 30th. Day 21 after "ORDERING", some places go by your shipment "RECEIVE" date. Either way it was PRIOR TO DAY 30! I was not hearing back so I began making phone calls, putting my ear buds in and working or on speaker. Every single time (as others have posted). You are on hold music. It picks up and disconnects. I tried the whole, press a number and they will call you back!! Whatever, never got a call.
  
  I scanned some emails and my experience today being the end of my rope! I hit redial. I learned to press the # TO ORDER at these places, and then you get a human being. Today, every time I pressed 1 to order it would respond 1-1 is not a valid option. I tried #2, #3, #4 all the same response 2-2 is not valid. Well, I just kept calling and calling repeatedly trying the order option. In all these months, I got a live human being, SHOCKER! I explained I needed to do a return and have been trying for weeks with no response or answer. He said, it needs to be done via email. I responded I have emailed numerous times and he hung up on me!! Real professional. Review my attachments & if medical records are needed let me know.

  Business Response

  Date: 08/10/2023

  Hello

  This complaint is factually false in several respects. There has never been any interruption in phone service. Any customer may call at any time. Secondly, this request comes outside the posted 30 day return policy. As such, we must deny it. Thank you

  Customer Answer

  Date: 08/10/2023

  I sent a copy of the email sent 21 days after order was placed requesting my refund! Did you not get copies of my uploaded attachments.

  other Complaints here on the BBB describes the EXACT same issues when calling in numerous times and doing the call back option and not receiving calls. That is factual! Read your files on the BBB page before calling me a liar.

   

  So, you are basing my request for refund within 30 days based on a BBB complaint filing?!!! What kind of company are you?!

  I have uploaded my email copy AGAIN, requesting my refund 21 TWENTY ONE days after ordering.

  Business Response

  Date: 08/10/2023

  We have not received these emails, and there is only one other consumer who has detailed some kind of interruption in phone service. We do not understand the motivation, as you may call us at any time. As such, we use the date of this complaint and reject this refund. 

  Customer Answer

  Date: 08/10/2023

  You ask my motivation. I would like my money back as stated in your 30 day money back guarantee. I find it hard to believe that multiple emails never reached you on different days and I even wrote from my work email yesterday. 
  

  I will gladly send your unopened product as stated in my original email 21 days after order and the following emails and phone calls. The BBB asked if I would be willing to talk to the media and I said yes. I will be researching your local media channel or a national one for that matter. With medical bills I need the money. 
  

  I followed your required email on your website and the single human being that answered the phone yesterday long enough to state it has to be in an email, when I responded I sent multiple emails and called and then he hung up on me.

  I will send this last request and then contact a National news outlet for their assistance on what a shady and illegal company you are. That a international Hotmail account emails never only were received while attempting to contact your company, when I correspond internationally with others with no issue.

  I want my refund as stated in your guarantee!

  Business Response

  Date: 08/10/2023

  We do not respond well to threats. You are certainly free to contact a news agency. We deny this request. 

• Initial Complaint

  Date:08/09/2023

  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.

  I bought a bottle of ********* Order #*********** on July 16, 2023. Yesterday (August 7) I sent an email to the support email address given on their website stating the following: after one week of taking a supplement a day I have a racing heart rate, consistent sweating, and insomnia. I began on Sunday July 30 and took one daily with a morning meal like suggested and for this past week noticed all the above symptoms. I took the supplement on Monday, August 7 and just sitting in a meeting I got an alert on my apple watch for 10 minutes that my heart rate was 122-127 and got a high alert. I have never had this issue before as my heart rate runs 68-70 on my apple watch. Today, August 8th I did not take the supplement and no sweating and heart rate has been normal all day. Will see how sleep goes this evening. The website states they have a 30 day money back guarantee if the product does not work for the person. I am requesting a refund for the $39.95 I spent on this supplement that DOES NOT WORK FOR ME!
  
  I received an email back from the support email I sent my initial email to that stated this was medically impossible from Nutreance LLC Tuesday, August 8th. I am requesting this refund since their website states if you the customer decides the product is not right for you, we don't want you paying for it. This is well within their 30 day notification but I am not happy that I received a rude email stating taking this supplement and having these issues is medically impossible. Obviously it is not mixing well with my prescribed medications so therefore live up to your website and 30 day guarantee. The supplement does not work for me, therefore please provide the refund of $39.95.

  Business Response

  Date: 08/09/2023

  The condition this complainant describes is medically impossible. She was immediately apprised of this fact. Further, the severability clause at nutreance.com/terms states that any fraudulent statement or behavior nullifies the contract. As such, we demand medical documentation for this complainant's claim, issued from a medical doctor. Anything less is a grossly libelous statement made against our company and product and falls under the prior mentioned fraudulent behavior. As such, we reject this request. 

  Customer Answer

  Date: 08/09/2023

  
  ****** ******** *******
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is somewhat satisfactory to me. However I would like to note that a customer service person making me feel like I do not know my own body is unacceptable. And are they a qualified doctor making this medical assessment? I gave reasons that I felt they needed to process a refund for their product. I was not making false claims. I feel great now that I quit taking this supplement. Supplements can have different affects on different people. This company is a sham and therefore I would hope that the BBB would give this company a lower grade. Never taking supplements again, as they are not *** approved and not medically monitored. 
  
  
  
  Sincerely,
  
  
  
  ******* ********

• Initial Complaint

  Date:08/08/2023

  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.

  Order 7 July 23, business committed to send three bottles of ********** thyroid supplement to me. See order. Order # ***********. Dispute is over the 30 day risk free trial. The company policy is start the 30 days from the ordering, HOWEVER THE WEBSITE SAYS: TRY RISK FREE for 30 days. How can one try it, if they don't have it? I have tried to resolve this with the company and received curt replies and a denial. My issue is with the advertising of "Ultimately, it doesn't matter if it works for someone else. It only matters that it works for you! Try ********* risk-free for 30 days and stop your thyroid from dragging you down!" I've attached this image from their website I took on 7 AUG. Once again, how can you try it if you don't have it. I don't have records of when I received the package, but it took more than a day, if so I should be entitled to a full refund and the advertising claim should be changed to reflect the reality.

  Business Response

  Date: 08/08/2023

  This complainant received prompt correspondence referring him directly to the explicit terms which state (nutreance.com/terms) that the trial period begins with the date of order, not receipt. The complainant appealed for preferential treatment. We denied his request and abide strictly by the terms of the contract which must be clicked and agreed to prior to purchase. The complainant does not dispute the fact that he is beyond the trial period. As such, we deny his continued requests to violate the contract terms. 

  Customer Answer

  Date: 08/15/2023

  Yes, I disagree with the closure of this case.  The central issue is a false advertisement claim of  Try for 30 days risk free.  This was not addressed by the BBB or the Company.  The policy they quote is in the contract yes, but the web advertisement touts.."try risk free for 30 days". You can only try something when you have it in your possession. The contract clock starts the day you ordered, not the day of starting to try the product.  This is MISLEADING to say the least.  It's impossible to try something for 30 days when the start date is the day you order, you are not trying it, you are waiting for it.  Please reconsider the merits of my argument.  

  Business Response

  Date: 08/16/2023

  The contract is explicit in how it defines the terms. It is not subject to any customer's or anyone else's interpretation. Nutreance****/terms explicitly states when the trial period begins and ends. It is not a matter of opinion. As such, we reject this entitled demand from the complainant. 

  Customer Answer

  Date: 08/16/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  The web page issue of misleading advertising was not addressed. 
  
  
  Sincerely,
  
  
  
  ****** *****

  Business Response

  Date: 08/16/2023

  Hello

  This issue was absolutely addressed. It is explicitly stated in the terms and conditions. 

  Customer Answer

  Date: 08/16/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: I believe the web add  was misleading, could we have a BBB mediator please. 
  
  
  
  Sincerely,
  
  
  
  ****** *****