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:09/20/2024

  Type:Delivery 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.

  Ordered a bottle of Pure Encapsulations Vitamin D3 125 mcg (***** IU) via ******. Bottle arrives w/o plastic safety seal & the expiration date is a 2025. The previous order from this company had a 2027 date. I've used this company in the past & was impressed but this lack of quality control is not only disconcerting, but this was a must have product for a current health ************* cannot use this product! I'm extremely disappointed in PE.I want a legitimate/sealed replacement of this product. I don't trust buying this from ****** again!

  Business Response

  Date: 10/03/2024

  We do not fully understand Customer’s statement. Pure Encapsulations discontinued the use of the plastic safety seal or neckband in early 2023. Moreover, the product in question has a maximum shelf life for 24 months. It would not have been possible for previous shipments of this item to have had an expiration date of 2027. 

• Initial Complaint

  Date:02/21/2024

  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 am writing to formally lodge a complaint against Pure Encapsulations for their failure to fulfill a critical order within the promised expedited shipping timeframe and for providing unresponsive and inadequate customer service, resulting in significant inconvenience.On February 13th, I placed an order for a supplement required urgently for an illness. Pure Encapsulations advertised "Fast expedited shipping- 1 to 3 business days" on their website. Contrary to their assurance, the shipment was dispatched via DHL and has since been stagnating at a post office in the destination city from the early hours of Friday, without any further progress. This delay constitutes a breach of the expedited service commitment made at the point of sale. The urgency of the situation compelled me to source an alternative supplement from a different company to commence treatment without further delay. Consequently, the original order, which has not been delivered for over a week, is now superfluous to our needs.Efforts to resolve this issue through the customer service channels provided by ********************** have been fruitless. The telephone number listed on their website, order receipt, and various online platforms is non-functional. Similarly, my attempt to communicate via email was met with an automated response stating that my complaint had been closed and indicating the email address is not in operation. This lack of effective communication channels not only exacerbates the frustration and inconvenience caused by the initial delivery failure but also obstructs any possibility of reaching a satisfactory resolution. Having been a loyal customer for over 15 years, I find this experience deeply disappointing.Given the circumstances, I am seeking a full refund for the unfulfilled order. The failure to deliver as promised, combined with the subsequent inability to engage with customer service, suggests a disregard for customer satisfaction and fulfillment reliability.

  Business Response

  Date: 03/01/2024

  We deeply apologize for any inconvenience caused and would like to address the concerns raised.

  The customer placed an order for 1 bottle of MicroDefense w/Oregano on 2/13/24. Regrettably,an unforeseen issue arose with the shipping carrier, which was beyond our control.Specifically, there was a delay in transferring the shipment from DHL to **** between 2/16/24 and 2/19/24. As of 2/23/24, the package is still in transit,with the latest tracking update indicating that it is moving within the **** network and on track for delivery to its final destination.
  
  Despite a thorough search, we found no record of this customers communication or contact with the company. In view of her report, however, we are in the process of testing our communication channels to be sure they are properly operational.
  
  We understand the frustration experienced by this customer and have taken immediate action to address her concerns. On 2/23/24, we issued a full refund in the amount of $38.80 as a gesture of goodwill.
  
  We sincerely apologize for the inconvenience caused by the shipping delay. We strive to provide exceptional customer service and regret that this incident fell short of our usual standards. We remain committed to resolving any outstanding issues and ensuring customer satisfaction.
  
  Thank you for bringing this matter to our attention, and please do not hesitate to reach out if you require any further information or assistance.

  
  

  Customer Answer

  Date: 03/05/2024

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  I am writing to formally complain about Pure Encapsulations' inadequate response to my attempts to contact their customer service. Despite their claim of no attempts on my part to reach out, I have encountered significant barriers in trying to communicate with them, which contradicts their response.
  Firstly, the phone number provided on the receipt, which matches the one listed on their website, is disconnected. Each time I attempted to call, I was met with a message stating, "This number is not in service," making it impossible for any call attempt to be recorded or acknowledged.
  Secondly, the email address given on my order confirmation directed me to a division unrelated to my inquiry. Despite sending my query to the consumer division, I received a reply from the professional division stating they were not responsible for consumer issues and consequently closed my case without further action. I am including this email response as evidence of my attempt to reach out and the company's failure to direct my concern to the appropriate department.
  While I acknowledge and appreciate the refund provided, I am dissatisfied with the assertion that there were no attempts from my side to establish contact. The insinuation that I did not reach out is particularly frustrating given that the channels I usedboth the phone number and the email addresswere the ones officially provided on the order receipt and the consumer website.
  The response from Pure Encapsulations has been both dismissive and misleading, suggesting that I did not reach out to customer support. This experience has not only caused inconvenience but also a lack of trust in their commitment to customer service.

   
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  *****

   

   

  Business Response

  Date: 03/07/2024

  We understand you experienced shipping delays with your last order of MicroDefense w/Oregano and that there were problems contacting the company. We appreciate the frustration and inconvenience this may have caused.
  We have issued you a refund. We apologize for the inconvenience this situation has created. As a business, we continue to strive for excellent service for our customers. We hope you will consider Pure Encapsulations in the future.

• Initial Complaint

  Date:12/08/2023

  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 was charged for an order under order number ****** despite my account pave showing that this subscription is cancelled. Even though it's cancelled, I was still charged for this item.

  Business Response

  Date: 12/18/2023

  Please accept the following response to the BBB Complaint #********
  
  Customer reached out via email on Sunday, October 1, 2023, inquiring about the status of his subscription. Based on his dashboard, the system showed he was subscribed twice for the same product. He had attempted to unsubscribe but based on a technical issue, the cancelation of the subscription did not properly process. **************** responded on Monday,October 2, and based on the exchange, it was understood that Customer sought to unsubscribe for only one of the two subscriptions.  **************** explained the technical issue and confirmed that his next order was planned for 11/30/23.
  
  On Friday, December 8,2023, Customer contacted **************** again inquiring about the charge.  **************** responded on that same date apologizing for the inconvenience, confirmed that both subscriptions had been canceled, and that a full refund was processed. Customer was also advised that he could keep the product.
  
  Please advise if you have any further questions.
  Thank you.

• Initial Complaint

  Date:09/14/2023

  Type:Delivery 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 business ordered from Pure Encapsulations a small order about 4 bottles from this company yesterday AM for $67.49. Later in the afternoon we tried to add 2 additional bottles ($45.28) to the same order. When we went to place the second order on the SAME day and substantially BEFORE 5 PM the company wanted to charge a second shipping order and would not order their advertised FALL23 15%. Their reason was the order was made at 10:15 am and the add on was at 4 PM on the same day and would not honor the FALL23 discount. We explained it does not say that the FALL23 15% off is for one order or even those on SAME day and asked to speak to get supervisor. **** refused to get supervisor on Sept 13 but said he would have his supervisor call me. The supervisor never called. September 14th I called the company again and got ********** ********* gave me to a team manager ******* who said she would not send me to a director, s/he is in back to back meetings. I explained I understand back to back meetings as a busy clinician and willing for him/her call me back and she said she would not give me to a supervisor. I am sad at the poor quality of customer service and that management would hire employees who are not dedicated to trying to keep loyal customers. We have been frequent customers for the past 3 years. Either management is unaware of how their employees are treating their customers or turning a blind eye. If they will do this to a small customer

  Business Response

  Date: 09/22/2023

  Please accept the following response to the BBB Complaint #********.
  
  At 10:18 AM EST, on September 13, 2023, ******************* placed an online order using a promotion code Fall23.  The applicable discount was applied to that order. At 2:58PM EST, she called to speak to a customer service representative and requested to add additional product to her order. She was informed that the order had already been processed and could not be changed, and that the promotion code was a one-time use only.  At 3:06PM, she placed a second order online and the promotion code was not applied per the promotion terms.
  
  The promotion terms on the website state: **Offer is valid on ********** order starting on September 6th,2023, 12:00a.m. PT through Sept 17th, 2023, 11:59pm PT. Valid: for health professional in the U.S. only. Offer cannot be combined with other promotions or discounts. One-time use per customer. Free shipping will become available at checkout.
  
  Unfortunately, her first order had already shipped and therefore, we were unable to accommodate her request to change her order, and the promotion was a one -time use only.  The business acted consistent with its promotion terms.
  
  Please advise if you have any further questions.
  Thank you.,

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

• Initial Complaint

  Date:03/16/2023

  Type:Order 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 signed up for a new account. Provided them credentials. Hours later, they lock the account and send me emails asking about my practice. I provided the details they asked and also was wondering why they are selling on Amazon since they have a strict online retail policy? Not sure why the account needed to be disabled? I didnt attempt to place an order. After responding to their emails, I wonder if they will be emailing me back or ignoring me. Well see.

  Customer Answer

  Date: 03/28/2023

  I have not heard from the business in response to my complaint. I replied to the

  businesss emails prior to This complaint which hasnt been responded too which indicates the businesss pre conceived notion of me out of delusion and unreasonable paranoia 

  Business Response

  Date: 02/23/2024

  The account in question was closed due to suspected fraud. 

• Initial Complaint

  Date:01/11/2023

  Type:Delivery 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 this past Sunday in which the order was due today. However, the package has not arrived and, without my consent, was rescheduled for delivery tomorrow. I called this company to inquire why and was rudely told by a Masshole, "We are not the **** take it up with them". I requested a supervisor and was hung up on. Absolutely appalling! I called back and was directed to a floor supervisor who was similarly not well educated. This certainly is not how a company should treat a customer of over 25 years.

  Business Response

  Date: 12/15/2023

  Please accept the following response to the BBB Complaint #********.
  
  At 3:21 PM EST, on January 11,2023, **************** spoke with our customer service supervisor to advise that an order had not arrived. During the 4 minute interaction, the supervisor apologized to **************** for the inconvenience and tried to provide additional detail but was unable to communicate the information before *************** ended the call at 3:25PM.
  
  The package was delivered to his front door at 4:26pm local time on January 11th. In reviewing the call logs, the business acted consistently with our standard service practices.
  
  Please advise if you have any further questions.
  Thank you.

  Business Response

  Date: 12/15/2023

  Please accept the following response to the BBB Complaint #********.
  
  At 3:21 PM EST, on January 11,2023, **************** spoke with our customer service supervisor to advise that an order had not arrived. During the 4 minute interaction, the supervisor apologized to **************** for the inconvenience and tried to provide additional detail but was unable to communicate the information before *************** ended the call at 3:25PM.
  
  The package was delivered to his front door at 4:26pm local time on January 11th. In reviewing the call logs, the business acted consistently with our standard service practices.
  
  Please advise if you have any further questions.
  Thank you.