Complaints

This profile includes complaints for Theralogix LLC's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Theralogix LLC

  401 E Jefferson St Ste 204 Rockville, MD 20850-2617

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  Theralogix LLC

  105 Commerce Dr Aston, PA 19014-3204

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:05/09/2025

  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.

  Complaint Title: Misleading Expiry Label on Ovasitol Supplement (Lot 23F014) by Theralogix I purchased Theralogixs Ovasitol Inositol Powder (Lot No. 23F014) in May 2025 through *******. Upon inspecting the product, I found a sticker with an expiry date of 09/30/2026 on the bottom of the container. After peeling it off, I was shocked to discover the original, printed expiration date underneath: 09/2025.This appears to be an intentional act of mislabeling and product deception. Falsifying expiry dates on health supplements especially those taken for medical conditions like PCOS is not only unethical but potentially dangerous.I am requesting that Theralogix:1) Provide a full explanation of this labeling discrepancy 2) Confirm whether the product I received is safe for use 3) Commit to transparent and honest labeling moving forward 4) What steps will they take to investigate and resolve this issue.I also intend on reporting this issue to the *** due to the potential regulatory violations involved, shortly after this complaint.Sincerely,********

  Business Response

  Date: 05/13/2025

  Hi ********, 
  We sincerely apologize for the distress and concern this experience has caused. We understand how important trust and transparency areespecially when it comes to health supplementsand we take your feedback extremely seriously.
   
  To clarify, the sticker on the bottom of the Ovasitol canister is not meant to mislead but reflects an updated expiration date based on results from our standard stability testing process.
   
  Theralogix recently conducted extended testing, which confirmed that Ovasitol remains fully potent and effective for three years from the date of manufacture. To ensure our customers have the most accurate expiration information, we applied a sticker over the original expiration date to reflect this updated shelf life. Moving forward, all future lots of Ovasitol will feature the three-year expiration date directly printed on the packaging.
   
  We understand how concerning this may appear without context and regret that this update was not communicated more clearly.
   
  Were truly sorry that this experience has caused you to question our integrity. Your health and trust in our products are our top priorities.
   
  If you would prefer not to use the product, were happy to issue a refund or send a replacement.
   
  Please let us know how youd like to proceed, and dont hesitate to reach out with any additional questions or concerns.
   
  Sincerely,

• Initial Complaint

  Date:04/30/2025

  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.

  To Whom It May Concern,I am writing to formally file a complaint against Theralogix, a company based in ******** that manufactures and distributes the dietary supplement Ovasitol.On April 30, 2025, I received a shipment of Ovasitol packets which clearly display an expiration date of 05/2025 printed on the individual packets. However, the company had placed a sticker over the original expiration date on the outer bag, falsely extending the expiration to 05/2026. Included in the shipment was a notecard explaining that the packets were tested to remain potent through May 2026 and that the sticker reflects this updated expiration date.This tactic appears to be an intentional and deceptive attempt to:Offload expiring product to unsuspecting consumers;Avoid losses from having to discard expired inventory;Mislead consumers into thinking the product is safe and effective beyond its originally labeled expiration.When I contacted Theralogix to request a new, non-expiring package, I was told they would only send new packets after the current expiring stock sells out. This implies they knowingly continue to distribute product with expired or near-expiration labeling, contrary to good faith business practices and likely in violation of federal and state regulations.This raises concerns of:Mislabeling and adulteration (potential *** violation),False and deceptive marketing (FTC violation),Violation of Maryland consumer protection laws.I am requesting your office to investigate this matter immediately, take any appropriate enforcement action, and ensure that this company is held accountable for deceptive and potentially dangerous business practices.Thank you for your time and attention to this matter.

  Business Response

  Date: 05/06/2025

  Thank you for your message.
  
  You initially contacted us regarding this issue on Friday, May 2, 2025, and we promptly responded to your concerns. A replacement order was issued that same day and, according to tracking, it is currently out for delivery:
  

  May 06, 2025
  OUT FOR DELIVERY
  6:10 AM ET *************, **, **
  
  Additionally, we have pulled this particular lot from distribution and it is no longer shipping to customers.
  
  We understand your concerns and want to assure you that the stability and safety of our products are of the utmost importance. The extended expiration date was based on rigorous stability testing, which confirmed the product maintains its potency and quality through May 2026. This information was transparently shared in the included notecard to help clarify the reason for the updated labeling.
  
  Nonetheless, we value your feedback and take it seriously. If you have any further questions or require additional assistance, please dont hesitate to reach out.
  
  Sincerely,

  Customer Answer

  Date: 05/09/2025

  [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,
  
  ******** ********
  
  

• Initial Complaint

  Date:09/16/2024

  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 purchased an item on 8/21 and accidentally gave the wrong address so the package was returned. I have called for over 3 weeks due to them not refunding me until they receive the package which they state is in the post office. I have requested to speak to a supervisor however have been told theres none available however when I call back their records state they are notating the account. There is nothing being done to track the package to find out why the package hasnt been received back. The calls take over 30minutes to be answered when you leave voice mails no one returns a call, also when they do they are RUDE and when you show frustration at the situation they LAUGH. I believe they are possibly scamming me and have no intention of returning my money despite them knowing the package is somewhere their response is sometimes it takes 6 months. Nothing is being done to find out why the package isnt moving. Disgusted with their customer service. Needs help.

  Customer Answer

  Date: 09/24/2024

  Despite weeks of unanswered calls and refusal of refunds I  informed them I filed a complaint to the BBB they gave me a refund the following day. Thank you kindly. It appears they do this often based on their reviews and should be held accountable however my issue was resolved. 

  Business Response

  Date: 09/26/2024

  Hi ******, 

  I hope this message finds you well. I want to sincerely apologize for the incredibly frustrating experience youve had with our customer service. I completely understand your concerns, and I assure you that this is not the level of service we strive to provide.
  

  Regarding your refund, Im pleased to inform you that we processed a refund of $64.00 on September 17, 2024. An email notification was sent to confirm this, but if you didnt receive it, I can forward that to you right away.

  Please allow a few days for the refund to appear on your original method of payment.
  

  I deeply regret the confusion and delays with tracking the returned package, as well as the lack of clear communication from our end. We should have handled this more promptly, and Im very sorry for the extended wait times youve endured and for the unprofessional behavior you experienced from our team. This is absolutely unacceptable, and I will personally address this with the team to ensure it doesnt happen again.
  

  If you have any further questions or concerns, or if theres anything else I can do to assist, please dont hesitate to reach out to me directly. I truly appreciate your patience, and I hope we can restore your confidence in our service.
  

  Thank you again for bringing this to our attention.
  

  Warm regards,

• Initial Complaint

  Date:08/20/2024

  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.

  Hello, I am an existing customer with ********************** and this was my third or fourth time ordering. Ive never had a problem before. However this time, my berberine supplement was marked delivered on the 12th but never showed up. I waited until the 16th and called customer support. Customer support said unless I contacted **** there was nothing they could do. I let them know that **** customer service did not answer my calls, that I work during their open hours and cant go in person, and that this happened often in my area. One of two things occurred: either **** marked as delivered even though it was lost (happens often here) or they chose to violate their own policy, leaving it at my door instead of in my lockable mailbox, and it was stolen (this is less likely bc all my other packages that week arrived without issue). The customer service *** was very rude and refused to do anything for me, refused to let me talk to a manager, but said one would reach out within 48 hours. It has been three days. No one has reached out. After attempting to call four more times and waiting an hour each time, getting hung up on numerous times, I have finally spoken with another customer service *** who failed to help me. She said it was her first day. She said I should email and someone will get back to me. You all have already proven that is not the case. At this point I will be filing a chargeback with my bank for theft of product, putting in a complaint with the better business bureau, and going on every single online thread where theralogix is mentioned and warning them about my experience. Not only will you lose my business, but I can assure you that you will lose thousands of dollars of business. This is unacceptable.

  Business Response

  Date: 09/03/2024

  Hi *******,

  I hope you're doing well.
  

  Im truly sorry for any confusion and frustration youve experienced. On August 20, 2024, we received your message and quickly asked for an alternate address for reshipping. You confirmed that the order should be sent to your address on file and requested that the locked mailbox be used for delivery.

  We arranged for the replacement order to be reshipped via *** 2-day shipping and included a note for the mail carrier to deliver to your locked mailbox. According to the tracking details, the order was delivered on Thursday, August 22, 2024, at 6:34 PM.
  

  I also want to sincerely apologize for the difficulties you faced with our customer service. Its important to us that our support team meets your needs and provides the assistance you deserve. We will address your feedback to ensure we improve our service moving forward.

  If theres anything more we can do or if you need further assistance, please dont hesitate to reach out. We want to make sure everything is right and that youre satisfied with your experience.

  Thank you for your understanding and patience.
  

  Best regards,

• Initial Complaint

  Date:04/23/2024

  Type:Customer Service 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 have had a subscription order for many years for the same product. In October, they suddenly canceled my subscription without notifying me, and by the time I discovered this, I was down to a 7 day supply of the product. I attempted to call **************** and ask them to (1) reinstate my subscription at the same pricing and (2) express ship the first bottle of product at their expense so that I would not run out. First call I was on hold for 45 minutes and then gave up. Second call I got the RUDEST customer service person I have ever encountered, and I have encountered a bunch of them. I asked for a supervisor and was told no supervisor was available. Now I want to CEO to call me. They have my number.

  Customer Answer

  Date: 05/05/2024

  I have finally received a full refund after much pain and grief. You may close this case. 

  Business Response

  Date: 05/08/2024

  Hi ********,

  I deeply apologize for the frustration and inconvenience caused by our customer service team. This is not the level of service we strive to provide to our valued customers like you.
  

  Your feedback is extremely important to us, and I have forwarded your contact information directly to our CEO. He will personally reach out to you soon to address your concerns and ensure that we rectify the situation promptly.
  

   Once again, I apologize for any inconvenience caused and appreciate your patience and understanding as we work to make things right for you.

  Best regards,

  Customer Answer

  Date: 05/09/2024

  Since filing this complaint, the *** of Theralogix contacted me and apologized for the issue. He also refunded me for one order of the product.  The *** indicated that the issue of the rude customer service agent would be addressed with that individual.  You may close this complaint.  Thanks for your assistance.

• Initial Complaint

  Date:04/18/2024

  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.

  Thera Natal Lactation Complete Postnatal ***************** Supplement -- (August 13, 20** ORDER # ***-0355418-9034620 Amazon $87.63 Lot #**K310 EXP 12/2023) -- Eventually, I just threw these away once the expiration hit and still no response from them. I submitted a review on the Amazon listing on August 6, 2023, and posted an update. I have a picture of this review comment as well as pictures I posted at that time. -- (April 13, 2023 ORDER # ***-2800105-3381857 Amazon $87.63 Lot #**F254 EXP 09/2024)I had purchased these before the first ones went bad. ------------The product is failing while still in it's sealed state. The vitamins are oxidizing and splitting within the vacuum seal before the expiration date.I have contacted the company no less than 3 times. I spoke to someone at Theralogix that took all my information plus product info with a promise for contact. No contact.Spoke to someone else who said that I needed to go online to request. Oh, they can't help me.Another said that they could not help me because it had been a year since purchased but they are missing the point of the expiration. I've made a review on Amazon with pictures of the problem and received no response.

  Business Response

  Date: 05/01/2024

  Hi ****, 
  I sincerely apologize for the inconvenience caused regarding your order from Amazon.
  
  Unfortunately, as the order was purchased through Amazon, I do not have access to your records and cannot process a refund directly. To resolve this matter, please contact Amazon directly regarding your refund request, as they are the only ones who can facilitate the refund process for orders made through their platform.
  
  If you need any assistance or further information on how to proceed with contacting Amazon, please feel free to let me know. I'm here to help in any way I can.
  
  Thank you for your understanding, and I apologize once again for any inconvenience this may have caused.
  
  Best regards,

  Customer Answer

  Date: 05/08/2024

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: 21596079
  
  I am rejecting this response because Amazon does not issue refunds past a certain date. Amazon did their job by shipping the items safely and without damage. I spoke to them and they are unable to do anything under the circumstances. 

  The problem is that the product is deteriorating before the expiration dates. This is not a one off issue. It happened on two different packages from two different LOTS. When I purchase a product I expect it to be good until at least the expiration date especially when I have done my part by storing it in a cool dry place. Let me remind you that they are breaking down while still in their sealed packaging.
  
  
  Regards,
  
  *********************
  
  
  
  
  
  
  
  

  
  

  Business Response

  Date: 05/09/2024

  I understand your concerns regarding your recent purchase, and I want to assure you that I am here to help. I am more than happy to ship a replacement to you for any issues you may have encountered.
  

  However, please note that I do not have direct access to process a refund since your purchase was made through Amazon. We do not have direct access to your records in this case. Nevertheless, I can certainly reach out to Amazon on your behalf to address any further concerns you may have.
  

  If you would like a replacement, please let me know, and I will arrange that for you promptly.
  

  Additionally, I would like to provide some information about our products. Theralogix uses only natural coatings on our tablets, without excessive coatings, artificial dyes, or titanium dioxide. As a result, the nutrients may show through the coating, initially appearing as white speckles that gradually darken and may resemble tar. Please be assured that this spotting is normal, and the tablets are safe to consume. The product has not gone bad.

  If you have any more questions or need further assistance, don't hesitate to reach out. We're here to help!

  Thank you for your understanding.

  Customer Answer

  Date: 05/23/2024

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: 21596079
  1.  Please note that the vitamins weren't just discoloring, they were splitting apart.

  2.  I appreciate your willingness to contact amazon on my behalf. When I contacted Amazon (recently), they were unable to help me. I provided the order numbers and details as an attachment in the first BBB submission for your reference. This is my first choice.

  3.  However, I would be open to a replacement box. Though, I don't really need that type anymore.  I ordered two but between both boxes, I probably used the amount of one entire box before they began to breakdown and discolor. So, one box replacement would seem fair.

  
  Regards,
  
  *********************
  
  
  
  
  
  
  
  

  
  

  Business Response

  Date: 05/28/2024

  I hope this message finds you well. I have reached out to Amazon on your behalf, but unfortunately, due to the time-frame, they are unable to process a refund for the orders.
  

  I deeply apologize for the inconvenience this has caused. To make this right, I have shipped a replacement box to you. Please find the tracking information below:
  

  USPS: #**********************

  I understand this is not the desired outcome, but please know I am committed to ensuring your satisfaction. If there is anything more I can do, please do not hesitate to let me know.
  

  Thank you for your understanding and patience.
  

  Best regards,

• Initial Complaint

  Date:04/08/2024

  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 ordered an item, it was shipped to the wrong address. I want my money back. The supporting documents show that it was sent to the wrong address.

  Customer Answer

  Date: 04/15/2024

  I wish to withdrawn my compliant as the business has resolved the issue.

  Business Response

  Date: 04/16/2024

  Hi ******,

  I hope this email finds you well. I am writing to apologize for the inconvenience caused regarding your recent order.
  

  After reviewing your account, I noticed that this order was placed online by you. Unfortunately, despite our efforts, we were unable to stop the shipment from going to the wrong address.
  

  As a result, I am pleased to inform you that we have initiated a refund of $69.96 USD to the payment method on file for order *******. Please allow 5 to 7 business days for the refund to reflect in your account.
  

  We understand the frustration this may have caused, and we sincerely apologize for any inconvenience. If there's anything else we can assist you with or if you have any further questions, please feel free to reach out to us.
  

  Thank you for your understanding and patience.
  

  Best regards,

• Initial Complaint

  Date:01/23/2024

  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 12/31/23 I received a Paypal notification that I had a pending charge for $79.50 for Theralogix that processed completely 1/2/24. I called the customer service and the agent said it was for TheraNatal Complete Prenatal Vitamins I had on subscription. I told her there is no record of this transaction in my Theralogix account order history, I didn't get an emailed receipt from Theralogix. I told the person I had cancelled the subscription, but I cancelled it that day since she said I hadnt. She provided the order number #**********. I also asked for a refund. She said that it was in transit, and provided an emailed return label. On 1/17/24, I spoke to **** after not receiving the package allegedly on 1/4/24. I explained the above to **** and she put me on hold then said she would process a full refund.On January 23, ****, I spoke to several people but ******* claimed to be the supervisor. She said that she was able to find all recordings using my number ************. She placed me on hold and listened to them. She said that **** promised me a refund she should not have and she wasnt giving me one since it said it was delivered on January 4, *************************************************** contact the delivery company. I told her I didnt have a tracking number since one was never provided. She said she would email me a tracking number. I got an email but it didnt contain a link with a tracking number as it states. I called back and spoke to *****. He said that the customer service center is a 3rd party contractor of Theralogix to handle customer service. I then asked to speak to ******* because if they were hired by Theralogix then she has someone over her I can escalate the issue of my refund. She refused.

  Business Response

  Date: 02/01/2024

  Hi *********, 

  I hope this message finds you well. I apologize for the recent challenges you've faced with your order. Your feedback is important to us, and I'm committed to addressing your concerns.

  I have reviewed your case and the interactions you've had with our customer service team. It appears there was some miscommunication, and I apologize for any confusion caused by the conflicting information you received. I'm pleased to inform you that we have processed a refund of $79.50 for the recent charge. Please allow 5 to 7 business days for the refund to reflect in your account.

  I understand the frustration caused by the miscommunication, and I appreciate your patience. If you have any further questions or concerns, feel free to reach out. We are here to assist you.

  Thank you for your understanding and for giving us the opportunity to make things right.

  Best regards,

   

• Initial Complaint

  Date:01/02/2024

  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.

  An order for a product was placed on nov 15, 2023 and I cancelled this order before it was sent. I have contacted them four times for a credit of 83 dollars. This company will not refund this amount.

  Business Response

  Date: 01/03/2024

  Hi ******, 

  I trust this email finds you well, although I am writing with a heavy heart concerning the recent inconvenience you've encountered with our service. I want to extend my sincerest apologies for any frustration or inconvenience this has caused.

  After personally investigating the matter and consulting with our customer service team, it has become clear that there was a significant oversight on our part. I deeply regret to inform you that the communication regarding your return and the subsequent need for a refund was not properly conveyed, falling far short of the service standards we strive to uphold.
  

  I want to assure you that we take full responsibility for this lapse and understand the impact it may have had on your experience with us. To compound matters, our attempt to process a refund yesterday was impeded by a chargeback filed.
  

  Please accept our most sincere apologies for the frustration and inconvenience you've faced. This situation is certainly not reflective of the level of service we aim to provide.
  

  If you have any questions or concerns or if there's anything else we can do to make amends, please feel free to contact me directly at ***********@theralogix.com.

  Once again, I apologize for any distress this situation has caused you.
  
  Warm regards,

  Customer Answer

  Date: 01/04/2024

  The credit card company rejected the credit yesterday because I had an open dispute on the $83. I cancelled this dispute.  Will you forward this to the Company so they can file the credit again?

  Business Response

  Date: 01/10/2024

  Hello,

  I've reached out to our customer service team, and they have successfully processed your refund.
  

  Please allow 3-5 business days for the credit to reflect in your account. The exact timing may vary depending on your banking institution.
  

  If you encounter any further issues or have additional questions, please don't hesitate to contact us.

  We appreciate your patience and understanding.

  Best, 

  Customer Answer

  Date: 01/11/2024

  [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,
  
  ***************************
  

• Initial Complaint

  Date:12/14/2023

  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.

  I have used Theralogix ONCE on September, 2023 and they have completely hidden my subscriptions in my account. I can't see them or change them. I also can't see my payment. It is a nightmare to make changes. At the beginning of December I got an Email confirmation about a second order that I did NOT authorized. I tried to reach out to them letting them that I dont have a subscription with them, tried to chat, email them, left vm, and no answer. I got the second order ****** today. I dont even know which credit they are charging to, but please dont buy from them. I'm canceling everything as soon as I can get ahold of someone.

  Customer Answer

  Date: 12/18/2023

  First Name: ******

  Last Name: ******

  Business Response

  Date: 12/29/2023

  I am writing to sincerely apologize for the challenges you've encountered with our subscription service, and I deeply regret any inconvenience this may have caused.
  

  It has come to our attention that there may have been some oversight regarding the subscription aspect when placing your order. I understand the importance of a smooth and seamless experience, and I apologize if this information was missed during the ordering process.
  

  To address your concerns, I have escalated the matter to our dedicated customer support team. Your subscription will be canceled, and a pre-paid return label will be sent to facilitate the return process. Furthermore, we will promptly process a refund for your order.

  We acknowledge the frustration this situation has caused, and we genuinely appreciate your patience as we work diligently to rectify the issue. Please be assured that your satisfaction is our top priority, and we are committed to resolving this matter promptly.

  Once again, I apologize for any inconvenience you've experienced. If there are any additional details or specific concerns you would like us to address, please feel free to let us know.
  

  Thank you for your understanding and patience as we work to make things right.
  

  Best regards,