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

• 

  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:12/11/2023

  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.

  On Tuesday, 12/5 at about 8:10 am, I placed an order (*******) for $83.92, and Theralogix immediately charged my ******** card. Shortly after, I called to ask how long orders take to ship, and the agent said 24-48 business hours. On 12/6, Theralogix sent an email that the order had shipped with ***** and the tracking number was 9405536206248825043356.On 12/8, the tracking number still said, “USPS Awaiting Item. I emailed Theralogix, asking whether they had given the order to ****. On Sun 12/10, ******** from Theralogix emailed back, The order shipped 12/6. This was a lie. Today (Monday, 12/11,) the tracking number still said, “USPS Awaiting Item.” At 1:16 pm, I called Theralogix and waited on hold for several minutes. When the agent picked up, I told her it looked like they never gave the order to USPS. She said, “You’re right,” and then put me on hold. I waited on hold for about 5 minutes until the call was dropped. (The agent never called me back.)I called again and waited on hold for about 14 minutes. This time, a different agent picked up. I requested to cancel the order and receive a refund. She said she was canceling the order and contacting her supervisor who would issue the refund by the end of the day. She said I would receive an email confirmation of the refund. I want to document this because I'm feeling uneasy about it. I have a feeling they might not issue the refund by the end of the day. I am not trying to be inconsiderate to anyone, but I do not have much money, and I needed this order to have shipped by now. I will have to order this on ****** for $110, and my credit card balance will be higher than I'm comfortable with. I need my money back.

  Customer Answer

  Date: 12/16/2023

  The order was delivered to me on Fri 12/15, so I no longer need a refund. Also, on Tue 12/12. Theralogix refunded me the $3.24 I paid for shipping. Still, dealing with Theralogix was stressful. My calls were dropped multiple times while I was waiting on hold. An associate told me all calls are dropped if they remain on hold for more than 5 minutesthis is a really bad system. The associates were doing a good job, and Theralogix's products are good, but I think Theralogix needs to put better communication systems in place.
  

• Initial Complaint

  Date:10/24/2023

  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.

  Failure to ship product to be received by purchaser within 2 to 5 days.

  Business Response

  Date: 11/02/2023

  Hi ******,

  I hope this message finds you well.

  I am writing to sincerely apologize for the delay in the delivery of your recent order. We understand the inconvenience and frustration caused by this unexpected delay, and we deeply regret any inconvenience it may have caused.

  Please be aware that once the shipment leaves our warehouse, the duration of transit is beyond our direct control, as it is dependent on the mail carrier's schedule and operational constraints. We have monitored the tracking information, and it is our pleasure to see that your order has arrived.

  We are committed to resolving this matter to your satisfaction. However, as per our records, we acknowledge your prior request to remove your credit card information, which presents a challenge in providing a refund to your original payment method.

  In consideration of your circumstances, we would like to offer you a Theralogix Gift Card for the value of your order as a resolution. This would allow you to select products from our range at your convenience. We hope this gesture compensates for any inconvenience caused by the delayed delivery.

  Once again, we sincerely apologize for any inconvenience or frustration this situation has caused. Your satisfaction is of utmost importance to us, and we appreciate your understanding and patience throughout this process.

  Please feel free to contact us if you have any further questions or if there is anything else we can do to assist you. Your continued support is highly valued, and we are dedicated to ensuring your experience with us remains positive.
  

  Thank you for your understanding.
  

  Warm regards,

  Customer Answer

  Date: 11/02/2023

  [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: ********
  
  I am rejecting this response because: I do not wish to deal with Theralogix again.  A gift card would require me to deal with Theralogix again.  Use the value of the credit for another product to prevent substantial delays in transit does not affect others.  I consider this complaint closed as it relates to a credit for another Theralogix product.
  
  Regards,
  
  ***********************
  

  Business Response

  Date: 11/17/2023

  Thank you for taking the time to share your concerns with us. We appreciate your feedback, and I genuinely apologize for any inconvenience caused.

  I understand your preference to discontinue dealings with Theralogix, and I respect your decision. In light of this, I want to assure you that your feedback has been noted.

  To address your concerns about a gift card, we completely understand your perspective. We acknowledge your suggestion of using the credit for another product to prevent delays and appreciate your consideration for the impact on others.

  While we regret that your experience did not meet your expectations, we want to express our gratitude for bringing this matter to our attention. If there are any further details you'd like to share or if there's anything else we can assist you with, please feel free to let us know.
  

  Thank you for your understanding, and we wish you the very best in your future endeavors.
  

  Kind regards,

  Customer Answer

  Date: 11/30/2023

  [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:08/26/2023

  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.

  The business auto-refilled an order without me ever creating an account. Their website is extremely digitally insufficient. So I had to call and cancel that order that was going to be auto-filled. When the customer service person help me create an actual online account, I saw online that they had my credit card information saved. I try to delete my credit card information but the system would not allow me to delete my credit card information even though there appears to be an option to check a box to have it deleted. I told the customer service rep to delete my credit card information and its still there. This company seems to be implementing scam practices. I want to return this product unused and I want a refund. I also want this company to delete my information from their system.

  Business Response

  Date: 09/11/2023

  I hope this message finds you well. I am writing to extend my sincerest apologies for the difficult experience you recently encountered while ordering and managing your account online with us. Your satisfaction is of utmost importance to us, and I deeply regret any inconvenience you may have experienced.
  

  Most of our supplements are designed for continued use, and I apologize if the agent misunderstood and set your account for auto-refill. Upon reviewing our records, I see that on August 26, 2023, there was a cancellation of your auto-refill, and your credit card information was removed from your account.
  

  Our warehouse received your return on September 6, 2023. As a result, we have promptly processed a refund of $82.07 for the returned shipment. Please allow a few business days for the refund to reflect in your account.
  

  Please know that your feedback has not gone unnoticed, and we are committed to making improvements. We are actively working on revamping our website to create a more user-friendly and transparent account management system. We understand the importance of seamless online experiences for our valued customers, and we are determined to enhance our systems and processes to better serve you.
  

  I apologize once more for the inconvenience this has caused.
  

  If you have any further questions or require any additional assistance, please don't hesitate to reach out. We are here to ensure your experience with us is nothing short of excellent.
  
  Warm regards,

• Initial Complaint

  Date:11/29/2022

  Type:Billing 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 several complaints against this company. They auto-refilled several orders that were NOT on any auto-refill program AND used a deleted credit card without my consent. Their customer service says they are updating my account - after I try myself - but it is never fixed. It is as if their site prohibits the updates on purpose. I want to delete my cards and my account but feel they will still retain my information and use it again without permission.

  Business Response

  Date: 12/14/2022

  We apologize for any confusion or inconvenience you may have experienced with your recent request to delete your credit card information.
  Please be assured that deleting your credit card information does not automatically cancel any active auto-refill orders. This is to ensure that you do not experience any interruptions in your service.
  I've reviewed the account associated with your email address and have asked customer service to cancel all auto-refill orders and delete your account. I will also ask customer service to send a pre-paid label and process a refund for your last shipment.
  We are truly sorry for any frustration or confusion this may have caused. We value your business and want to make sure that you are completely satisfied with our service.

  Customer Answer

  Date: 12/20/2022

  [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. However, if I attempt to login to my account and successfully get in, therefore confirming my account has not been deleted, I will file another claim as I have been told auto-refills have been cancelled before when they truly have not  

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

  Customer Answer

  Date: 01/10/2023

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

  ---------- Forwarded message ---------
  From: ******* ***** <********@*****.com>
  Date: Mon, Jan 9, 2023 at 1:38 PM
  Subject: Complaint #******** Update
  To: [email protected] <[email protected]>
  

  
  To whom it may concern,

  My consent to the company - Theralogix - reply included a statement that I didn’t trust that their intended actions would be carried out. In fact, that is true. My account is still active & still has my credit card information on file, nor have I received anything in the mail as also stated by Theralogix. 

  
  

  Therefore, I want to reopen this complaint. 

  
  

  My regards, 

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

  Business Response

  Date: 01/13/2023

  We want to sincerely apologize for the mistake that occurred with your account deletion. We understand that this must have caused you a great deal of inconvenience and frustration, and for that, we are truly sorry.

  We have identified the issue and have taken steps to ensure that your accounts and credit information has been deleted. There were 2 accounts listed under your name. On 10/3/22 our records indicate an agent took your call and cancelled your active order for TheraCran One not knowing there was a second account in your name. On 11/25/22 another agent took your call regarding your original order being cancelled; however, you received notice of a charge for a refill order, again we are truly sorry for this.
  

  Our records indicate that your credit card information was removed on 11/27/22 so we were not able to process a refund back to that credit card. A refund check of $98.92 will be mailed to your address on file.
  

  Please accept our apologies for any frustration or inconvenience that you may have experienced because of this error. We value your patronage, and your satisfaction is of the utmost importance to us.

  Customer Answer

  Date: 01/18/2023

  [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. 

  HOWEVER --  Added statement - my Theralogix account is still open.  The cc information is gone and I did receive a check in the mail.  Please let the company know they still did not fully do what I asked and delete/deactivate my account. When I attempt to login, it should tell me NO account exists.
  
  
  
  Regards,
  
  
  
  ******* *****