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:07/25/2023

  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.

  A company called Nutreance is the worst company to do business with that I ever had to deal with. I ordered their product Redimind and the order date was June 4, 2023. They said they wanted everyone to take their product for 30 days and if not satisfied could get a full refund. It was not doing anything for me. It was making me tired all the time. I tried to call this company several times and was on hold for excessive amounts of time, and then suddenly I,was cut off. This happened several times . I finally left my telephone number for them to call me which they never did. They now say you must notify them within 30 days. Well if you cannot reach them, you cannot notify them.. Then it was the 4th of July. It was a national holiday so I did not try to call that day. The next day I found I could email them and I did. They wrote a one line answer that said I did not qualify. I am expecting a refund of the $39.95 that I paid for this product. When I emailed again, I got the same response. If you have 30 days to request a refund, how can you when they do NOT answer their phone calls. They say I did not ask for refund in 30 days, how can you with this kind of company? They say I ordered on June 4, I finally got ahold of them on July 5, but as I said was trying before that date. Such an awful, company. I see many complaints from customers, it is not only me. I believe they have the responsibility to refund people their money when they have tried unsuccessfully to request a refund and the company does not answer telephone calls or return calls to customers. I know you, the BBB are here to protect people from this kind of treatment. Hopefully you will help me on this situation and make the Nutreance Company liable for this horrible treatment of customers, and refund monies asked for by customers.
  Thank you for your assistance in this matter.
  * ******

  Business Response

  Date: 07/25/2023

  Hello

  It seems the complainant understands the terms perfectly. We were not contacted within 30 days. We do not make exceptions of provide preferential treatment to anyone and abide strictly by the terms of the contract. As such, we deny this request for a refund. 

  Thank you

• Initial Complaint

  Date:07/13/2023

  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.

  May 13, 2023 ordered product from website
  and received product Redi-calm. Paid $63.68 (inc. shipping & taxes)
  I have contacted this company 5 times and have not had any response of any kind.
  Purchased May 13th 2023. Order # ***********. I have contacted support Nutreance via email June 2, 9, 16, 21, July 2 & 12. NO response. I have attempted to call on July 2 and waited for 10 minutes for service. And today, July 12th I waited for another 10 minutes and finally left a callback number. NO RESPONSE. I am requesting a full refund. The product gave me a severe stomach ache and I have tried to use with and without food. I used for 10 days with hope that this would work. It did not. I had requested a full refund on my order long before the 30 day window from ordering. I purchased in good faith and expected to be treated same. I have attempted to contact and have had a great deal of patience. Stay clear as “return policy” is not honored.
  Company will NOT respond and will NOT honor their return policy.
  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!
  Just contact us by phone or email within 30 days of your original purchase to request a return. Our customer support team will be happy to provide you with instructions on how to return your product for a refund.

  Business Response

  Date: 07/13/2023

  Hello

  We deny this request as there has never been any interruption in our phone service. The transaction is significantly past the 30 day return window. Thank you

• Initial Complaint

  Date:05/15/2023

  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.

  The company WILL NOT honour the 30 days trial from date of delivery.

  Business Response

  Date: 05/15/2023

  Absolutely correct. This complainant has consistently appealed for preferential treatment which we categorically deny. We abide strictly by the language of the contract at ******************* which specifically states the guarantee starts from the date of purchase, not delivery. We have repeatedly referred this complainant to the specific language of the contract and deny any preferential treatment. 

• Initial Complaint

  Date:04/19/2023

  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 attempted to order a calcium table on April 12, 2023. When the order did not go through, I called Nutreance and asked them about the order. I was told it was canceled and I should reorder. I did reorder and the second time it went through without any problems. Later that day I noticed two charges of $79.90 in my ****** account. I tried calling Nutreance back to discuss this using all of their call back option numbers and was hung up on each time. I finally called the order number. A man answered and after mentioning the issue, he hung up on me. I tried calling several more times with the same result. I then proceeded to call ****** who canceled the second order and refunded one of the 79 dollar payments. I have e-mailed Nutreance asking for a shipping label so I could send the product back without response and tried calling back but get hung up on each time. I have received the product which arrived in three days time. They sent ne product from both orders, both the supposedly cancelled on and the other. The order was for 2 bottles of a calcium supplement. I opened on bottle of the product and took one capsule with food as directed which made me sick for the whole day with bloating, heartburn, chest discomfort, and ect. I now want to return the entire shipment and get my money back but am unable to reach anyone at the company. They also gave a phone option of leaving you name and number and they would call you back. I also did this and have gotten no response. I have contacted ****** of the issue and they are looking into it as well. I would be happy to send the product back and it is ready to be shipped but was advised to wait until I know if the return address is valid and if they will even acknowledge that they receive it.

  Business Response

  Date: 04/19/2023

  This complainant makes several false statements. First- both orders successfully processed, and she received two different order numbers as emailed receipts for both. Second- at no time did a representative state she should place a second order. Third- the health claim she makes is a physical impossibility. Even a single dose of arsenic would not produce such a violent response. We consider her entire complaint highly suspicious. 

   

  thank you

• Initial Complaint

  Date:02/27/2023

  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 2/26/23, I ordered 6 bottles of ******** from Nutreance**** via ******* When I received the email receipt, it stated that order # *********** placed on 2/26/23 at 10:57 AM EST included the following: ******** (30 day supply) $39.95 each, 6 bottles. It also included ******** (30 day supply) 1 bottle $39.95.
  
  First, I did not order the *********. Second, I called the phone number on the receipt around 10 minutes later. The call was answered by a person and then just disconnected. I called again, and the call was disconnected before being answered by a person. I called a third time and spoke to a person.
  
  I told her I didn't want the ******** and to remove it from my order. She said she couldn't do that but that people who need brain supplements are often in need of stress relief. I told her that was not the case with me. She said all she could do was add in another bottle of ********.
  
  She also said that you have to take 2 pills a day (not one, which would be indicated by the bottles providing 30 days of pills - but that now only last 15 days) for 90 days. This was not made clear on the website. She said that way I would have more pills available to me. At that point, I said just cancel the entire order. She would not. And during the conversation, hung the phone up on me.
  
  I consequently emailed the company explaining what happened and saying if they couldn't cancel, I would have my person attorney contact them. They sent back an email saying go ahead.
  
  I am waiting to hear from my attorney to see what can be done. However, in the meantime, I feel the need to warn people about this company and their procedures. The customer service is abominable, and the person I spoke with was rude and, as I stated, hung up the phone on me. They misrepresented the product online.
  
  I would never have ordered it if I knew I had to take 2 pills a day for 90 days!!!!
  
  This compaint is a warning to other consumers to proceed with caution.

  Business Response

  Date: 02/27/2023

  This complainant emailed us after an order had already processed and could not be canceled. Her initial complaint was the removal of a single bottle she mistakenly ordered. She was made aware she could return that bottle upon receipt. We are happy to disclose the correspondence in it its entirety. At no time did this customer raise an objection about the quantity of the product she purchased. She immediately threatened legal action and stated that she spoke her to her personal attorney that day, a Sunday. Her changing narrative casts suspicion on the legitimacy of any of her claims. We do suspect this customer may have attempted to defraud our company by claiming to cancel an order after being made aware it could not be canceled. 

  She further stated her attorney would contact us today; however as of Feb 27th, we have not received any communication from her attorney. 

  As such, we deny this customer's claim and refuse to grant a refund. 

  Customer Answer

  Date: 02/27/2023

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

  It is clear from the vendor's response that this company is not consumer friendly. First, I did not mistakenly order the extra bottle. It was added to my order by the website.  Second, I have never been talked to so rudely by any other vendor in my many years as a consumer.  The responses by the vendor were and are upsetting, to say the least.  My attorney is now the ******** ******* of the ***** ** ** and he had to refer this problem to another attorney.  In the meantime, I received an email from the vendor saying they issued a refund for the extra bottle.  My *** *** account also informed me about this.  I will not pursue this any further as I think the vendor will never take responsibility for his mistakes and horrible customer service. I will consider this a very bad case of judgment on my part to deal with this vendor. I will pursue this case if the items are not verified as "real."  
  
  
  
  Sincerely,
  
  
  
  ****** *******

  Business Response

  Date: 02/27/2023

  We still have not received any correspondence or contact from any attorney regarding this individual though we are satisfied to refund the additional bottle. Tell us why here...

  Customer Answer

  Date: 02/27/2023

  Complaint: ********

  
  

  I am rejecting this response because:

  As I stated earlier today, I am not pursuing this complaint any further at this time. As soon as I determine the legitimacy of the product the vendorstated they shipped, I will  decide how to proceed at that time. This complaint can be closed. 

  Sincerely,

  
  

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

• Initial Complaint

  Date:01/12/2023

  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.

  I ordered 3 vitamin bottles from Nutreance for $119.85 On Jan 2, 2023 (i week after I received) I contacted them to return (Never been open). They told me to use the same packaging which I did on the 2nd. **** Tracking #**** **** **** **** **** ** - It was delivered on Jan 7, 2023. I've called them 3 times this morning (waiting on line for 20 minutes each) and then they just hung upon me. I'm just trying to get my money back. Can you help me?

  Business Response

  Date: 01/12/2023

  Hello

  We cannot currently verify that the package in question was received at the correct address. Do you have specific details that it was received at our facility? If the package was properly sent and received, you will receive a refund as we can verify you are within the 30 day return period. It is only 5 days past the date you claim we received the product so it is likely awaiting inventory accounting and refund.

   

  Thank you

  Customer Answer

  Date: 01/13/2023

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

  Customer Answer

  Date: 01/19/2023

  The reason I rejected:  They said they had not received return product and I had proof that they received it on Jan 7th.  When I call them, 3 different times, trying to get verification all 3 just hung up on me.  I did received an emaiil today telling me refund was on it's wa, whatever that may mean. Anyway I'll see what happens.  I thank you so much for your input and your helpTell us why here...

  Business Response

  Date: 01/19/2023

  Hello

  We still have not received the product and reiterate our initial response.