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Business Profile

Juicers

Extreme Wellness Supply, LLC

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 2 total complaints in the last 3 years.
  • 1 complaint 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:10/01/2024

    Type:Service or Repair 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 made a purchase with EXTREME WELLNESS SUPPLY, LLC in July 2024. I received the item and had it for two days when it broke. I contacted them immediately at which time they asked for a video showing the problem, which I sent. I asked for a refund, which they clearly state on their website that their return policy lasts for 30 days. I was well within the 30 day window for a refund. I also asked for a replacement which they would not give so I contacted my credit card company to dispute the charge. This company would not even provide their address to send the item back to. A *********** COMPANY THAT I WOULD NOT RECOMMEND ANYONE DOING BUSINESS WITH! I ordered a replacement from a reputable source and am very happy with it, that company even provides their customers with their physical address.

    Business Response

    Date: 10/02/2024

    Hi ********,

    I hope you're well!

    My name is **, and I'm the owner of Extreme Wellness Supply. Thank you for taking the time to submit your concerns.

    I've looked into this and have compiled the below timeline of events:
    - You made a purchase with us on July 22nd, 2024 for a NutriMill Artiste Stand Mixer
    - You received your purchase on July 30th, 2024 delivered to your address provided (Of note here: Your order ships *directly* from Nutrimill)
    - You contacted us on August 2nd, 2024 stating there was an unexpected noise coming from your mixer's operation
    - We requested a video to assist in our troubleshooting
    - You sent a video, as requested, and we provided this to Nutrimill to review
    - We heard back from Nutrimill's technicians on August 5th and they stated this was an expected noise at any speed higher than 4
    - You claimed this was not the concern
    - We continued to troubleshoot and provided a very short warranty form and requested you to complete this
    - We requested this multiple times as you replied to a few emails and you continually ignored this portion of our request
    - You called on August 6th telling us you would refuse the warranty claim and wanted a refund
    - We informed you that full refunds need to be for new and original products; warranty claims are needed for used products so we can issue you an exchange, and we're happy to assist you with this
    - You again ignored us, and then opened a credit card chargeback to reverse your charge (We are now at a loss of over $500 for your order between the sale and cost of goods)

    Firstly, I'd like to highlight that we ship directly from our supplier's inventory. This means your Nutrimill product came from ********* without any intermediary. This ensures that you have been provided with an authentic & new product with no possibility of tampering - all while allowing us to provide our customers with industry-leading low prices!

    Secondly, as you mention our 30-day return policy: Our policy very specificaly states that returns must be new and in original packaging. On this same policy, underneath the exchange section - we state we are happy to replace a defective or damaged item upon receipt.

    Thirdly, you state that you asked for a replacement. This is absolutely false. You never once requested for a replacement but only demanded a refund. We would have been more than happy to issue a replacement! We were in the process of issuing an exchange for you, however - we're unable to do so if you are not willing to cooperate and fill out a warranty claim. I do not believe we had an unreasonable request here, the form is quite short (Name, address, serial number).

    We would have been more than happy to assist you - and we did our utmost to do so! Unfortunately, from the very start - I don't believe you were willing to cooperate as you demanded a refund before even begininning to troubleshoot.

    I do wish that things had turned out differently, it's very important to me that all of our customers are happy - but I do not believe you gave us a reasonable opportunity to serve you. I'm glad to hear you were able to get a replacement (Although, I wish you would have allowed us the opportunity to take care of you). Enjoy your mixer!

    Have a wonderful day!

    TJ

  • Initial Complaint

    Date:01/24/2024

    Type:Sales and Advertising 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 an order online for a grain mill. The way that they have the website setup is misleading. I t does not clearly tell you that the item is out of stock and you have to wait until March. When I received email from them that the waiting time is until March and I request cancellation and they deduct 5% for cancelling the order. Their practices are unfair and misleading. I am requesting full refund. When you put item in the cart, they *** not inform you that the item is out of stock and required so much time for delivery.Order *****

    Business Response

    Date: 01/25/2024

    Hello,

    After reviewing the information regarding this dispute and interaction with my customer service team I've collected the following facts and other pertinent information:

    - Customer ordered NutriMill Harvest Stone Grain Mill from our website on January 20th

    - Our website clearly states in bold red text that there is a supply chain delay and this unit is backordered until Feb/March in the product description

    - Upon ordering, if a customer has ordered any backordered items - they will automatically receive an email that again states the current expected delivery timeframe. In addition, we state our cancellation policy: "For items that aren't ready to ship immediately, like some on your order, we offer a 24-hour grace ****** prior to charging your payment method. While you are more than welcome to cancel your order at any time prior to it's fulfillment, if it is after your payment method has been charged there will be a 5% administration fee. Full details can be found here."

    - Our email software confirms that this email was both received and opened

    - Customer contacted us approximately 72 hours later, after their order has been charged, to request a cancellation. Cancellation was granted and a refund of 95% was issued immediately per our above policy

    - Customer inquired about the lack of a full refund and was provided our cancellation policy for clarity and information

    - Customer complained and ***was immediately issued a full refund***

    As the customer has already been refunded in full prior to receiving this BBB complaint, we believe this complaint is moot and should be retracted.

    Thank you & Have a wonderful day,

    TJ

    Extreme Wellness Supply

    Customer Answer

    Date: 01/25/2024

     
    Better Business Bureau:

    Please close case. After back and forth, They fully refunded me.

    Sincerely,

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

Extreme Wellness Supply, LLC is NOT a BBB Accredited Business.

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