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:04/04/2025

  Type:Delivery Issues
  Status:

  UnansweredMore 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 signed up for the monthly renewal service to have out supplements mailed to us for a fee every month, on the second month we did not receive our shipment even though we already paid and we have made multiple attempts to contact them and get assistance with the matter just to be told there isnt anything they can do even though we paid for the service and haven't received the product as promised

• Initial Complaint

  Date:02/03/2025

  Type:Billing Issues
  Status:

  UnansweredMore 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 tried Primal Queen supplement and since I did not know if I would like it or not I completed the purchase as a one time only. The company since then has charged me for another months supply. Primal Queen also does not make accounts accessible online to make any changes to an account either. I have contacted the company by email several times requesting a refund and to not be on auto renewal moving forward.

• Initial Complaint

  Date:09/09/2024

  Type:Customer Service 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 and I have tried to return it. I have tried to call them. I have tried to email them. I have tried to login to manage also called subscription when I saw that they charged my account a second time and it says I do not have a subscription I have searched for emails in my own email to try to see if they have emailed me to try to pull the information to prove or to login and nothing shows up. I have called them. I have texted them to tell them to stop my card. I cannot get anyone to return my call or text message. I did contact the bank to cancel my card and but this company is very fraudulent. They said your call to voicemail or they answer and then push buttons like they are making a call out and then they hang up on you.

  Business Response

  Date: 09/30/2024

  After reviewing the customer's profile, orders and concerns, we have found that the customer was using an invalid email when making the purchases. We have searched and the email the customer claims is theirs has not reached out to our customer service and does not have any orders with us which is why she could not log in to her subscription account. All of the customer's orders were placed under a fake email: ****************************. We have attached screenshots showing that this email address does not exist, that we had no interaction with the customer via email and that the customer was flagged as a medium fraud risk and could result in a chargeback, which is what happened here. 

  The customer did reach out to us via SMS and said "I did not want another order and want it canceled asap" and "Stop charging my account!!!!". Both of these messages were sent to us on September 9th, the same day as this complaint was made. Both of these messages are also the only messages we ever received from the customer. Once we received these messages, we were able to locate the customer's account under the invalid email address and we canceled and refunded the customer's most recent order. 

  The customer has filed a chargeback on her first purchase (purchased on August 10th) which had been fulfilled and delivered to the customer. If we would have heard from the customer before it was shipped, we could have helped her cancel her order ahead of time to prevent this from happening. We suggest all of our customers to email us with their concerns or they can send us a text message or reach out to us via social media. We have many forms of contact and reply to all of our customers within 24 hours. 

  It seems all of this trouble is due to the customer using an invalid email address and this all could have been prevented. We apologize for the inconvenience this has caused. We take pride in our customer service experience and always do our best to resolve any customer issues to keep our customers satisfied.