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:05/22/2025

  Type:Sales and Advertising 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've been a long time customer of this company. I believe in the product. But in the past I've had issues with bad customer service on the part of the male owner and the woman name ******* who picks up the calls. We got passed and I still decided to buy from them. Well yesterday around 2pm I had called.. because I found a foreign object in my jar of seamoss gel. I choked on it and my dad had to help me. It was a traumatic experience. I spoke to ******* she had me send a photo to another number of what I found. And she said she could refund me or get me another jar. I choose matter hard hesitantly. I call back 5 min later and say this isnt rite. I now have no seamoss and pretty much I'm just getting back what I paid for. U guys aren't giving me a free jar or something for this experience I almost died from.. she gets very hostile and tells me I cant speak to the owner and also its either of those 2 options she gave me. That she wasn't going to debate me.. it was as if my situation I had was my fault. I addressed this under a ****** review also. I still have frozen what I choked on in the jar. And I really would like this to be looked into. Because I feel like I'm entitled a settlement now from this. I'm now scared to eat food and mentally messed up after this. I may need to see someome. And then ******* the phone lady says she spoke with her team and they have no clue what this is. I thought it was burdock root and ingredient in the seamoss. But she says she doesnt know. She had every chance to ask the blenders also. She refused.

  Business Response

  Date: 05/22/2025

  We want to first express our deepest apologies for the distressing experience this customer encountered. At **********************, the safety and satisfaction of our customers are our top priorities, and we take all concerns very seriously.
  
  Upon being notified of the incident, our team responded with urgency and compassion. Our representative followed protocol by requesting a photo of the  object (which was a piece of the herb, bladderwrack, used in that particular gel) and offering a full refund or a replacement jar to resolve the issue promptly. When the customer expressed that neither solution felt adequate, we escalated the matter internally. Out of courtesy and concern, I personally reached out via phone to apologize and offered a full refund for all products in the order, even though the concern was isolated to a single jar. The customer walked away with two free jars because we dont want him to pay for a service he is not happy with. 
  
  Its important to note that this customer has had multiple points of contact with our teamincluding the ownersover the course of our relationship, and we have consistently gone above and beyond to resolve concerns and maintain goodwill. Despite our efforts to accommodate him on various occasions, including this one, it seems we have fallen short of his expectations.
  
  We are sincerely sorry that our efforts did not meet the customers expectations. It was never our intention to downplay his experience or make him feel unheard. We genuinely empathize with how unsettling this situation must have been.
  
  That said, based on the repeated pattern of elevated complaints and continued dissatisfaction expressed across multiple interactions, it has become clear that Holistic Vybez may not be the right fit for this customers needs and expectations. For that, we deeply apologize.
  
  We wholeheartedly wish him well on his health and wellness journey and hope he finds a brand that aligns more closely with his standards. We are committed to learning from every customer interaction and improving wherever possible.
  
  

  Customer Answer

  Date: 05/26/2025

   
  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:03/17/2025

  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.

  I ordered their Wellness Trio Bundle on Feb.19, 2025 Order #****** for $118.30. I sent emails to the company on March 4, 2025 and March 11, 2025. What I got was generiac message stating that it was delayed and no orther information. I sent phone calls on March 17, 2025, and I talked to ****** and she gave me 2 options 1 a replacement order or option 2 a refund of $89.99. I told her why would I take a refund and let them keep the shipping fee on $28.30. I told her to send me option 1. Then I told her I will give them 2 weeks to give me my order if I don't receive it then I will seek other

  Business Response

  Date: 03/25/2025

  You placed your order for the Wellness Trio Bundle (Order #******) on February 19, 2025, totaling $118.30.
  
  On March 17, 2025, during our recorded phone call at 12:14 PM, you were presented with two options as a courtesy: (1) a replacement order or (2) a partial refund of $89.99, which reflects the product cost. At checkout, you declined the optional shipping insurance. As stated in our store policy, orders not covered by shipping protection are not eligible for full refunds or replacements in cases of loss, theft, or damage during transit.
  
  During the conversation, you acknowledged that you did not select shipping insurance. When you asked about the delivery timeframe for the replacement, we explained that we could not guarantee an exact delivery date, as we do not operate our own shipping services. You were informed that an *** would be provided once the shipping carrier collected the package from our warehouse.
  You expressed that this was not acceptable and stated that you expected full compensation, despite having declined the protection option at checkout. Our representative reiterated the available solutions. As it became clear that neither option aligned with your expectations, the $89.99 refund was initiated as a final courtesy.
  
  You were notified by email that your refund had been processed. Your reply to that confirmation was "You have no idea who you're dealing with."
  During the phone call you also proceeded to say "If you got my order and you don't give me all my money, you're gonna be screwed. Due to the hostile tone and repeated disrespect throughout the interaction (whether it was through shop inbox or during the phone call with our representative), in accordance with our customer conduct policy, we discontinued communication.
  Shortly after the phone call, you filed a chargeback with your bank, which in turn blocked the refund we had initiated. At this point, we are unable to take further action while the chargeback is under review. We will be submitting all relevant documentation, including call transcripts and refund attempts, to your financial institution.
  
  For clarity, our store policycovering shipping protection and refund eligibilityhas been linked below. The screenshot of our checkout page has also been provided as clarity where it specifies IF you opt out of shipping insurance, Holistic Vybez will not be held liable for lost, stolen or damaged packages.  
  Thank you.
  
  *******************************************************
  
  *********************************************************
  
  
  

• Initial Complaint

  Date:07/12/2024

  Type:Delivery 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 purchased sea **** from this company on June 28th. I checked every day for shipping and on July 9 I received email saying it had ship and tracking would be updated in 24 hours. I did not receive another email until the morning of at 5:52 am that the product was out for delivery. This is a product that is extremely perishable and demands refrigeration at all times. It is July and 90 degrees where I live so knowing the shipping is usually very important. However upon further investigation it wouldnt matter if I knew when it was delivered because it was on a truck with no refrigeration and ONE three ounce ice pack smaller then my phone for TWELVE hours. The product arrived spoiled and completely hot meaning it had to be thrown in the trash or I would have got severely ill from it. This business is refusing me a refund because I wrote a bad review that they said tarnishes their reputation. That is unfair. They did not properly package or ship the perishable item. That is a mistake on their part. It is unacceptable for a perishable item to be on a truck for 12 hours in the middle of summer with no refrigeration, no cooler with one tiny ice pack smaller than the two perishable products. I have ordered perishable items a dozen times before from other companies and they use express shipping and styrofoam coolers with more ice packs to make sure the product stays fresh. I have never had an issue ordering perishable before this. I am absolutely blown away that this perishable product arrived hot in the condition it did. Why should I be throwing away $85 for a mistake in their part? If you look at the top of the pictures shown you will see the perishable item was on a *** truck from 552 am until 511pm and you will see the tiny ice pack that was supposed to keep this product cold for 12 hours in 90 degree weather which it did not. Hence why Im here.

  Business Response

  Date: 07/12/2024

  Hello!! 
  
  We tried to contact you directly and even left a voicemail. We have yet to receive a response. However, we apologize that you had an unpleasant experience with our shipping process. Weve built this business on the strong belief of full transparency and integrity. We believe honest communication plays a vital role in the growth of our business and the satisfaction of our customers. We make sure all customers are updated throughout the shipping process to allow them time to plan accordingly for the delivery of their package. An email with your tracking number was provided on July 9th @ 2:09 pm. Two additional emails were provided on the day of delivery. 
  
  To address your dissatisfaction with our packaging- we take pride in the lengths we go to when packaging each order which is why we have the processing time  of 3-8 business days. This time allows us to not only prepare the sea **** gel (freeze them in preparation for shipping), but also pack each order adequately and thoroughly to make it through the 2 day transit time. *** does not offer a service for refrigerated trucks. If they did, we would gladly take advantage of this and incorporate it into our processes. We take the health of our customers seriously and would not jeopardize it during our processing. Each order is packed efficiently to withstand the transit time. We apologize that this process does not meet your standards. 
  
  We would be happy to further explore a resolution within the parameters of our company policies when it comes to situations like this. Please feel free to contact us via email or my direct number. Thank you for your time

  Customer Answer

  Date: 07/12/2024

   
  Complaint: 21978895
  
  I am rejecting this response because:

   

  I have sent proof that the package was in fact NOT packaged properly to withstand transit in 90 degree weather. TWELVE hours on an unrefridgerated truck in 90 degree weather with one tiny 3 oz ice pack NO cooler or extra ice is NOT an acceptable way to package a perishable product in this time of year on a route from ******* to **********. ANYONE with half a brain could tell you that. My product arrived spoiled. It came off the truck spoiled. It is YOUR JOB as a company to make sure the product arrives in useable condition. You delivered me trash. This product can not be used it had to be tossed it is perishable. I do not accept this answer and I am not paying for a product that came spoiled because of your improper packaging for this weather and that long of a distance. In the pictures it clearly shows this perishable product was on a truck for 12 hours in summer heat. It also shows it only has a tiny ice pack. YOU as a company should know the distance the product is going and should have known that way more ice would be needed to keep the product from spoiling on such a long drive in this heat. Please explain why you think this is acceptable to deliver a hot spoiled sea **** to my door and think I should not be reimbursed. Im tired of hearing about the shipping email you keep mentioning that has nothing to do with the fact that this product arrived spoiled because it was on a truck for 12 hours with nothing keeping it from spoiling for that long.
  
  Sincerely,
  
  *******************************

  Business Response

  Date: 07/22/2024

  We have come to a resolution outside of this platform. A refund will be issued for the full amount 

  Customer Answer

  Date: 07/22/2024

   
  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:03/05/2024

  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.

  A formal complaint regarding an unresolved issue with an order I placed on February 23, 2024. The details of the transaction are as follows:Order Date: February 23, 2024 Order Number: ****** Product Purchased: Seamoss Gel Amount Paid: $31.84 I am deeply disappointed by the lack of communication and poor customer service I have experienced with [Business Name]. Despite numerous attempts to contact them regarding the status of my order, I never received any notifications of shipment or a tracking number. Subsequently, I reached out via email to request a refund due to the failure to receive the product and the inability to reach the company through other means.Upon finally receiving a response, I was provided with screenshots of emails that I never received and was informed that my request for a refund was denied because I was allegedly "a couple of hours too late" with my email. The customer support representatives I interacted with were extremely rude and unhelpful, showing no empathy or compassion for my situation. They simply stated that their "hands were tied" and offered no solution to rectify the issue.I would like to emphasize that the nature of my dispute is straightforward: I never received the product I paid for, and I simply want a refund for the amount charged to my account. Despite my repeated attempts to resolve this matter with [Business Name], they have made no effort to address the issue or provide a satisfactory resolution.I am filing this complaint with the Better Business Bureau in the hope that it will facilitate a prompt and fair resolution to this matter. I kindly request your assistance in mediating this dispute and ensuring that I receive the refund I am entitled to

  Business Response

  Date: 03/05/2024

  This is a formal response to ********************* statements. Please note that ******************* was notified of her order upon purchasing, as indicated in the images provided. She was made aware of this TWICE via email. The first notification was sent on 2/26/2024 at 2:58 PM, and the second was on 3/4/2024 at 4:09 PM, following her second inquiry about her order. In her initial email, ***** used a different email address than the one used for her initial inquiry, which was duly explained to her by our staff. Despite this, she chose not to respond to that email. There was no communication from ***** between 2/27/2024 and 3/03/2024. Her next email was received on 3/04/2024. Her order was processed, and the label was purchased at 10:01 AM, with an email sent to her confirming that her order was being prepared for shipment. ***** requested to cancel her order at 3:01 PM, which unfortunately was too late as our *** pickup occurs at 4:45 PM. At that time, *** picks up five pallets, each containing over 100 orders, which are wrapped in plastic for pickup. This was clearly explained to her by our staff. Unloading over ************* the remaining time to find her specific order would have been impractical, as our fulfillment team operates separately from customer support and cannot undertake such tasks. Therefore, our customer support team correctly informed her that her order could not be refunded or canceled at that point as it had already been packed and processed. It is regrettable that she views this as unreasonable. It's important to note that she was notified at 10:00 AM the day before, and her delayed contact prevented us from canceling the order in time. Additionally, refunds cannot be issued for orders already in transit. We have more images available than what can be linked. 

  Customer Answer

  Date: 03/08/2024

   
  Complaint: 21383876
  
  I am rejecting this response and will be letting friends and family know about this experience. 
  
  Sincerely,
  
  *********************

  Business Response

  Date: 03/08/2024

  It's regrettable that we couldn't discover a resolution that aligns with your preferences. Your choice to discontinue shopping with us is disheartening; nonetheless, we honor your decision and wish you the best on your path to improved health.