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:10/02/2024

  Type:Billing 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.

  We have subscriptions with Alani for their energy drinks. At some point due to a flavor being OOS, a flavor was swapped out. They have a page on their website indicating they do exchanges and to reach out to them for a return label, and that they do not accept returns for beverages. The way it’s worded indicates you can do an exchange for a flavor, just not a total return.
  
  I have been emailing for a week receiving automated responses and no acknowledgment or apology for those responses, including a response they did not fill in the blank. [ insert product name here ].
  
  It’s misleading information on their website and terrible treatment as a customer, especially given how much money we have spent with them over the past 4-5 years.
  
  If they had been human and shown some sort of care, I would be more understanding. Their refusal to acknowledge the unclear wording and how they’ve treated me is not okay.

  Business Response

  Date: 10/04/2024

  This individual was referencing a very outdated webpage that they would have had to Google and search for regarding Alani Nu exchanges. All up-to-date policies are readily available on AlaniNu.com and we are not obligated to adhere to old policies. We do not accept exchanges and all Energy Drink orders are final sale. The customer ordered the wrong flavor by accident and while we understand mistakes happen, we are not responsible for order mistakes. 

  As an exception, we did allow this customer to keep the incorrect Energy Drinks they ordered AND provided them with a complimentary $30 gift card so their next case of Energy Drinks were our treat. We do appreciate their support, but this customer is not eligible to receive any additional compensation. 

  We will be happy to provide their feedback to relevant Team members for review and hope they will give us another chance!

• Initial Complaint

  Date:09/10/2024

  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 shakes at Costco. Made my husband sick. Contacted company that makes the shakes. They refused to refund. Instead, they provided a $30 credit toward more products that we don't want because they make us sick. I attempted to use the $30 credit, but instead, the company charged my debit card over $30. I contacted them multiple times via email requested that they cancel the order, refund, or at least use the credit they gave me rather than taking money out of my checking account. They refused on all requests.

  Business Response

  Date: 09/20/2024

  *** ***** initially reached out to us due to experiencing an adverse reaction from one of our products purchased at a retail location. We followed standard process to file a Quality Assurance Claim and recommend *** ***** work with their physician prior to consuming our products in the future. While this was a retail purchase and we do not offer refunds or replacements, we gave *** ***** complimentary $30 to use on our website. *** ***** mistakenly did not apply her store credit to her purchase and requested that we apply the credit and/or issue her a refund. Once orders are placed, we are unable to apply credit or issue partial refunds due to systems limitations. Additionally, our warehouse is fully functioning and we cannot single out an order for cancellation. Our Warehouse Team processes and packages orders as quickly as possible.

  *** ***** has submitted a chargeback for her order, despite receiving the products and still having $30 store credit to use for one year. The tracking information for her order is as follows: ***************************************************************************************

  *** ***** is not eligible for a refund for this order, due to company policy. Additionally, she has received her funds back from her bank after submitting a chargeback. We will continue this process with our platform to dispute her chargeback and deactivate her store credit. 

  We thank *** ***** for the feedback and hope she enjoys the products she purchased from our website!

  Customer Answer

  Date: 09/23/2024

  Company supposedly provided a $30 credit, but then charged my bank account instead of using the supposed credit. When asked to correct the error, the company refused. I asked to speak to a supervisor, and received the same response. If the company refuses to refund the item, and refuses to correct their billing error, they are in the wrong. We use SNAP benefits for our food purchases, and the company charged the account we use for our housing expenses and refused to correct the mistake. We are asking for at least the $30 credit back to our account that the company stated they would provide as a store credit. 

  Business Response

  Date: 09/27/2024

  Store credit is used like a gift card and must be entered at checkout. These instructions would have been visible in the email sent to *** ***** when we issued store credit. We do not just charge cards if there is store credit properly entered at checkout and do not store credit card information in our system. We are unable to reinstate the $30 store credit, as *** ***** submitted a chargeback with her cardholder / bank. This means she received the product she ordered for free, as the bank would have given her money back. We are responsible for the fees and loss of revenue that occur with chargebacks, whether we can dispute them or not. 

  Again, we hope that *** ***** enjoys the products she received and consults her physician to ensure our products are right for her or her husband in the future. 

  Customer Answer

  Date: 09/30/2024

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

  My bank is temporarily giving me credit until you resolve the issue and refund my account.

  I have no desire to use your store credit again. From the beginning, I have simply requested a refund. 

  All I am asking is that you utilize the store credit rather than my personal household funds.

  Your products do not work for us. We have not been able to use them at all and have no desire to in the future. 

  Further, we receive benefits and would never purposely use our household funds for food.

  Please reimburse my account and you may cancel any future use of the store credit.

  Thank you.

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

  Business Response

  Date: 10/07/2024

  We cannot issue a refund because the customer has submitted a chargeback. The funds are taken from us and given to the customer on behalf of their bank. There are no additional funds to issue the customer back. The customer needs to work with their bank or credit card holder for further rectification. 

• Initial Complaint

  Date:09/03/2024

  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.

  An order was placed and was charged to the wrong card and sent to an address out of state. I immediately emailed asking if the payment method and address could be changed and was told no. I asked to have the order cancelled and was told no even though the order hasn’t even been shipped.

  Business Response

  Date: 09/03/2024

  In regards to *** ******** complaint, there are certain policies and system processes that are out of our control. *** ****** placed an order on August 30th at around 9PM ET during our Labor Day Sale. Our Consumer Support Team was not online at this time and remained offline from the holiday weekend so we were delayed in responding to *** ******* However, regardless of any response, we would not have been able to update the address or cancel this order. As stated in our FAQs, once an order is placed, we are unable to edit the shipping address. Additionally, *** ******** order has processed through our system and prepared for fulfillment, so we are unable to cancel it. Our warehouse is fully functioning and it is not possible to find a single order for cancellations. We did recommend *** ****** reach out to the respective shipping carrier to update the address, as it must be done with the respective shipping carrier and this is not something we can do on the customer's behalf. We are not responsible for incorrect addresses listed at checkout. While we understand *** ******** frustration, she will need to work with the shipping carriers and pay any associated fees to have the address amended or refuse the shipment. *** ****** is not entitled to a refund at this time. 

• Initial Complaint

  Date:08/09/2024

  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.

  My package arrived damages so a replacement was issued, the replacement arrived soaked as the cans had exploded to which I sent multiple photos, not only would they not provide a replacement; they would not issue a refund unless I sent back a soaking wet box with exploded cans, as I cannot do that I accepted the store credit they offered only to find it was a lot less than I paid for the damaged products i received, their customer service has been not helpful and rude

  Business Response

  Date: 08/29/2024

  In regard to *** ******* complaint, we followed our standard internal policy regarding damaged shipments. *** ***** did not supply sufficient picture evidence for us to provide to our Fulfillment Team or file a shipping claim with ***** From the images we could see, there was one damaged can, with other cans still able to be consumed. Due to this, we were able to offer her half off a replacement case for her next online purchase. In order to receive a whole new case, we did request that *** ***** send the remaining cans back to us, as this is our policy. 

  *** ***** became threatening and disrespectful, so we did not continue the conversation with her. We gave her multiple solutions within our policies in which she did not accept. *** ******* store credit is still available for her to use, but she is not eligible for a refund or reshipment.

• Initial Complaint

  Date:07/29/2024

  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 placed on order on July 12th with Alani Nu, which was expected to take 3-5 business days to arrive. After 10 days, the order had yet to ship so I reached out the company requesting an updated timeline. The following day, my order was marked as shipped, but the company had not responded. The shipping email said to expect delivery on July 27th. On July 24th, my order was marked as delivered but the order was nowhere to be found. I reached out the company the same day requesting a refund since they failed to deliver in a timely manner or deliver at all. The company has yet to respond to either of my requests, even though I have used their “contact us” link provided in their emails.

  Business Response

  Date: 08/29/2024

  Please see below for our response regarding Complaint ID: *********

   

  Regarding *** ******** complaint, the standard shipping time for orders placed during a holiday is not 3-5 business days. In the email confirmation and FAQs, we stated that there would be delays due to the high volume of orders from our sale.

   

  Additionally, we were experiencing a high volume of inquiries and responded to the inquiries in the order in which they were received. We apologize for our delayed response but can confirm *** ****** has been fully refunded for the order that was not delivered to her.

   

  If there is anything else we can assist *** ****** with, please have her reach out to us. We appreciate her feedback and will be sure to provide it to our Teams for review.

  Customer Answer

  Date: 08/29/2024

  
  
  

  Good afternoon, 

  This afternoon I received a message from the Better Business Bureau stating that my complaint against Alani Nutrition (#********) had been closed after BBB was unable to reach the company. Alani Nutrition has since reached out to me and issued a full refund, after I opened a chargeback against them with my credit card company. Thank you for assisting me with this matter. 

  
  

  Sincerely, 
  

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

   

  
  

  ***If you are interested in supporting the BBB's free services, please consider giving to BBB's Consumer Education Fund, which provides other services to the community, like Charity Review, Identity Theft Seminars, Free Shred/Recycle Events, Senior Citizen programs, High School and College Programs, and providing information at local community events. Donations can be sent via Venmo to @bbbcefky or mail your donation to BBB Consumer Education Fund, 13104 Eastpoint Park Blvd., Louisville, KY 40223. For more information on these programs, call 800-388-2222. Thank you for your consideration. 

• Initial Complaint

  Date:07/23/2024

  Type:Sales and Advertising 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.

  Alani Nu's advertising was misleading and the check out cart did not work correctly. Claimed buy one get one 50 off and did not apply the extra 50% off to another item automatically. Instead of getting 2 of each I got one only. Every time I went to put into the cart the second item the price would change and go up. Not showing what is each was costing.
  
  
  Additionally, the cheapest item at $2.50 a container (Whey Protein Chocolate Cookie) some how is out of stock and they are unable to provide. False advertising.

  Business Response

  Date: 08/29/2024

  Response for Complaint ID: ******** is below:

   

  In regard to *** ********* claim that our advertising was misleading, we would like to paste our terms and conditions for our promotion below:

   

  Buy One, Get One 50% off sitewide on additional markdowns. Our 4th of July Sale begins 07.03.24 at 12PM ET to 07.07.24 at 11:59PM ET, or while supplies last. Must add at least two (2) items to your cart for the sale to automatically apply. The 50% off discount will apply to the product(s) of equal value or the lowest-priced item(s) in your cart. Standard shipping rates will apply. The sale does not apply to subscription items or gift cards, and cannot be combined with other discounts, promotions, or rewards. Any fraudulent orders will be cancelled. All orders are final sale, no returns or exchanges. 

   

  Additionally, we had the following FAQ visible on our website:

  Q: How do I participate in the 4th of July Sale?

  A: To participate in the 4th of July Sale, you must add at least two (2) items to your cart for the promo to automatically apply. The 50% off discount will apply to the item(s) of equal value or the lowest priced item(s) in your cart.  

   

  The terms and conditions alone are visible in every email communication and in the fine-print on our social media posts. Applying the discount to the lowest-priced item is standard business practice. We did not participate in false advertising, as the terms and conditions and FAQs were visible at the time of the promotion.

   

  *** ********* is not eligible for an additional refund on her purchase. We appreciate her feedback and will be sure to provide it to our Teams for review.

   

• Initial Complaint

  Date:06/26/2024

  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 Monday June 24th I purchased the cosmic stardust energy stick drink mix. Every time I mix the powder with a water bottle it always taste sour. I tried it with a full bottle and with half a bottle and it tasted the same. There seems to be an ingredient missing in the batch. I love Alani, but I’m so disappointed.

  Business Response

  Date: 06/27/2024

  Hi,

  We're so sorry the product you purchased is not up to standard. We would like to file a Quality Assurance Claim on your behalf. Can you please email ******************* so we can request some information from you?

  We look forward to hearing from you and making this right!

• Initial Complaint

  Date:05/23/2024

  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 placed an order online with the company on May 12,2024 with shipment to arrive by May 16,2024. The tracking information stopped on May 16 at the post office in Memphis TN. I have emailed the company numerous times to have the order reshipped or a refund given and they refuse to help in any way. They continue to tell me that the tracking information was updated so they can’t help. However the tracking information is still saying the package is at the Memphis post office…7 days later. Obviously the package is damaged or something is clearly wrong but they continue to tell me to wait another day. I’ve been waiting for two weeks now with no end in sight. What other options do I have? They don’t answer the phone. They don’t ship replacements. They don’t give refunds. So now I am out $185 on energy drinks that I will never receive. It is very frustrating that I have already spent so much time dealing with these people and can’t get them to help me in any way.

  Business Response

  Date: 06/07/2024

  *** ******* placed an order on May 13th. Her order was shipped with **** on May 15th. Her package was scanned with **** in TN on May 16th, then updated again on May 20th, then scanned again May 23rd, then again May 24th and was delivered within the same day. 

  Once orders are picked up from our warehouse, we ask that customers contact the shipping provider for updates regarding shipping and delivery. Shipping carriers are selected based on the weight of the package and location of the customer, this is not something our Teams can choose. Paying for shipping does not expedite the shipment or make it process any quicker.

  Once orders have been processed through our system, we cannot cancel them. We were unable to provide *** ******* with a refund, as the package was receiving consistent scans with USPS. *** ******* never indicated that she reached out to **** for additional information or assistance. In reference to *** ******* stating that we do not answer the phone, we do not have a phone line. We responded to each of her emails as quickly as possible.

  As can be found in our FAQs as well, we do ask that customers please allow at least 5-7 business days for the package to be delivered (her shipment was delivered within 9 business days). We also mention that it is not unusual for shipments to go more than 24 hours without a scan. While we did our best to provide as much information as possible. *** ******* continued to disrespect and threaten our Customer Service Team. We still happily continued to help her until she did not respond to our email requesting more images of her damaged shipment. 

  If it would make *** ******* a happy customer, we will be happy to provide store credit or a reshipment once she provides us with additional images of the damaged product she received. 

   

• Initial Complaint

  Date:05/08/2024

  Type:Service or Repair 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 placed an order with Alani Nu on 5/6 at 11:40pm. When I received the confirmation email, I saw that the shipping address I inputted was overridden by a previous shipping address. I emailed Alani Nu at 11:46pm to share the error so it can be changed to the correct home address. I received a response from them that they will not change the address and once the item is shipped I can contact the carrier to see if they can re-route it. Now, on May 8, the package still hasn’t been shipped but they aren’t willing to change the address or cancel the order so I can re-purchase. Order number ***********

  Business Response

  Date: 06/06/2024

  Below is our response for BBB Complaint ID: *********

   

  Once an order is placed/processed on ************ we are unable to update the address due to tax and system limitations. When *** ******** responded back to us on May 7^th, her order had already prepared for shipment with our warehouse. Our Warehouse Team processes and packages orders Monday through Friday as quickly as possible.

   

  Additionally, we do ask that customers reach out to the respective shipping carrier once their package leaves our warehouse, per our  *** ******** did not attempt to contact USPS to set up mail forwarding or utilize USPS Intercept. This information can be accessed on our page and was provided to her in our communications.

   

  We are not responsible for incorrect address information listed at checkout, as it is the customer’s responsibility to verify the address before completing their purchase.

   

  As *** ********** package was delivered to the address at checkout, we are unable to proceed with a refund. However, Alani Nu takes customer satisfaction very seriously and we will be happy to provide *** ******** a complimentary reshipment or store credit if this will make her a happy customer.

   

  Please let me know if you require additional information about this situation. Thank you!

   

   

  Customer Answer

  Date: 06/06/2024

  
  
  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. A resident would be appreciated. My address is **** ****** ****** ****** ******** ** ***** 
  
  
  
  Sincerely,
  
  
  
  **** ***** ******** 

  
  

  ***If you are interested in supporting the BBB's free services, please consider giving to BBB's Consumer Education Fund, which provides other services to the community, like Charity Review, Identity Theft Seminars, Free Shred/Recycle Events, Senior Citizen programs, High School and College Programs, and providing information at local community events. Donations can be sent via Venmo to @bbbcefky or mail your donation to BBB Consumer Education Fund, 13104 Eastpoint Park Blvd., Louisville, KY 40223. For more information on these programs, call 800-388-2222. Thank you for your consideration. 

• Initial Complaint

  Date:04/29/2024

  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.

  Spent $24 on a case of Alani NU and 2 had a tiny pin hole. Contacted the company via their website. Not only did they respond with we don’t issue refunds, they were unbothered by the quality of their product. They were not at all interested in the uPC numbers in the can or case.

  Business Response

  Date: 06/10/2024

  Hi,

   

  Below is our response for BBB Complaint ID *********

   

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

  If it will make *** ******** a happy customer, we will be happy to provide her with $15 store credit to be used on a purchase from ************
  
   

  Please let me know if you have any questions about this situation. Thank you!