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Business Profile

Vitamins and Supplements

Renue By Science

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Vitamins and Supplements.

Complaints

Customer Complaints Summary

  • 4 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:10/15/2024

    Type:Product 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.
    The package is never delivered, and they agree to issue a refund initailly. However, I never receive the refund on my end. I was waiting for refund which is why I did not file a complaint. The customer service told there is nothing he can do which is why I file this complaint.

    Business Response

    Date: 10/25/2024

    The customer reached out to our support team and we re-shipped a replacement when the first was not delivered. After the replacement was also undeliverable, we fully refunded the customer on February 29, 2024.

  • Initial Complaint

    Date:10/11/2023

    Type:Delivery Issues
    Status:
    Unanswered
    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 30 2023 Ordered 100 grams of NMN and after using the product became aware that I did not receive the full amount. I received only 60 grams. The tub label states that the dose is 500mg and the tub contains 200 doses. After 120 doses it was empty. I used a scoop labeled 500 mg and made level. I contacted customer support and they claimed that because they did not supply the scoop they would not accept any responsibility. They do not provide a scoop with the product. Order #*******] (05/30/2023)Thank you

  • Initial Complaint

    Date:07/28/2023

    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.
    June 28, 2023
    I just spent a good deal of time creating an order with a sales person - ***** ** at Renue By Science. As I was about to place my order he said that my name was flagged - that he couldn't process my order.
    I wrote in their chat option to ask WHY this happened.

    My first and ONLY order with this company was in March of this year.
    Knowing that my name is out there with some sort of 'flagging" is concerning.

    Also, strangely enough - ***** ** had offered me use of a coupon code if I wanted either to order myself on line or have him take my order - I chose to have him take my order. When things fell apart and I realized I needed to have my daughter order this for me - I asked at least for the coupon code . I was then told that he could no longer offer it to me.
    Below is our exchange on the Chat

    What is going on? Please find out why my name is flagged.
    (********) ***** ** As I mentioned, we're unable to process an order for you.
    (********* ***** ******* GOT it! I need to know why? Some information ABOUT ME is out there attached to with erroneous information. Would you feel comfortable finding this out about you?
    (********* ***** ******* There must be a way to track this.
    (********) ***** ******* This could affect my credit somewhere.
    ********** ***** ** We're not affecting your credit. You've ordered before using a different name or alias and we have flagged it.
    I HAD NEVER DEALT WITH THIS COMPANY BEFORE - ALIAS???? DIFFERENT NAME??? WHAT???
    (06:54:59) ***** ******* Are you telling me you can't track purchases from your customers? There is no data to do this?
    (06:55:33) ***** ******* But that's impossible Grant!
    (06:59:03) ***** ** I cannot remove the flag on the account, I'm sorry.

    I'm registering this complaint because I'm concerned that erroneous info about me and my credit is out there. The representative refused me any further information about when, where or how this determination came to be or what to do about it.

    Business Response

    Date: 08/08/2023

    Thank you for reaching out regarding this important matter.

     

    Our customers mean the world to us.

     

    We believe her issue was that our system flagged her account as potential fraud and locked her out from making an order.

     

    She was confused by this and thought we were attempting to defraud her.  We removed the hold on her account immediately.

     

    She had a different bill to/ship to address that triggered the suspicion of fraud and hold on the account.  As far as I know now it should be settled and she should rescind the complaint.

     

    *** ******** our customer experience manager, reached out to her today via email and I sent her a complimentary product, which she will receive this week as a token of our appreciation for her being a customer of ours.  I am happy to follow up with the tracking number.

     

    Feel free to contact me directly if you have any questions or requests.  My cell is ************. 

     

    We really want this to be rectified and for her to feel satisfied.

     

     

    ***** *****

     

    * * * * * *   * * * * * * * *

    Chief Operating Officer

    Business Response

    Date: 08/08/2023

    Thank you for reaching out regarding this important matter.

     

    Our customers mean the world to us.

     

    We believe her issue was that our system flagged her account as potential fraud and locked her out from making an order.

     

    She was confused by this and thought we were attempting to defraud her.  We removed the hold on her account immediately.

     

    She had a different bill to/ship to address that triggered the suspicion of fraud and hold on the account.  As far as I know now it should be settled and she should rescind the complaint.

     

    *** ******** our customer experience manager, reached out to her today via email and I sent her a complimentary product, which she will receive this week as a token of our appreciation for her being a customer of ours.  I am happy to follow up with the tracking number.

     

    Feel free to contact me directly if you have any questions or requests.  My cell is ************. 

     

    We really want this to be rectified and for her to feel satisfied.

     

     

    ***** *****

     

    * * * * * *   * * * * * * * *

    Chief Operating Officer

    Customer Answer

    Date: 08/08/2023

    [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]


    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. 





    Regards,



    ***** ******




     

Renue By Science is NOT a BBB Accredited Business.

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