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Business Profile

Online Pharmacy

Brand Direct Health
BBB accredited business seal
BBB Accredited BusinessA+Rated by BBB

Complaints

This profile includes complaints for Brand Direct Health's headquarters and its corporate-owned locations. To view all corporate locations, see

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Brand Direct Health has 5 locations, listed below.

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    Customer Complaints Summary

    • 1 complaint 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:05/12/2025

      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.
      Paid for expedited nutritional shipment and they never ship items. Refused to expedite refund.

      Business Response

      Date: 05/12/2025

      May 12, 2025

      ******* ******
      Better Business Bureau
      ******************************
      ******************

      Dear Ms. ******************* letter is in response to the BBB complaint ******** regarding an order placed by Mr. ****** ******** on May 7, 2025.

      Mr. ******** selected and paid for 2-day shipping when placing his order. However, due to an internal oversight, the 2-day shipping requirement was not flagged or communicated by our agent handling the order. As a result, the order was shipped via **** Standard Shipping on the same day, May 7, 2025. The **** tracking number for the shipment is 9400150206210003938979.

      Despite the shipping error, the product was shipped promptly and is currently en route to the customer. Mr. ******** will still receive the item.

      On May 12, 2025, Mr. ******** contacted us to request a refund due to the shipping issue. His request was processed immediately. A full refund in the amount of $96.33 was issued at 3:41:58 PM under Transaction Number ******** to the credit card originally used to process the order. We have informed Mr. ******** that depending on his financial institution, the refund may take up to 10 business days to appear in his account.

      We regret the error and are taking steps to ensure better communication and accuracy in handling shipping requirements going forward. We remain committed to providing a satisfactory resolution and ensuring this type of issue does not recur.

      Sincerely,
      ******** ******
      Call *********************** Manager
      Telephone:************
      PO Box 1017
      ********** NJ 07921-1017

      Customer Answer

      Date: 05/14/2025

      [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,

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

    Brand Direct Health is BBB Accredited.

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