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Business Profile

CBD Products

Twin Elements

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in CBD Products.

Complaints

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

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Twin Elements has 2 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

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    • Twin Elements

      958 Harold L Dow Hwy Eliot, ME 03903-3139

    • Twin Elements

      PO Box 550 South Berwick, ME 03908-0550

    Customer Complaints Summary

    • 29 total complaints in the last 3 years.
    • 3 complaints 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:12/17/2024

      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.
      I went online to place a reorder of CBD Gummies from ************* of their full spectrum hemp extract. I then was sent to a ****** Site. I placed my order . Yesterday I received a delivery *** parcel , which contained 5 bottles of CBD Gummies , but they were only 500mg. instead of the ***** mg. also there were only 20 pills in each of the five extremely small bottles, my last order had 40 gummies in each jar. the company they had on the containers was Twin Elements did not know who they were. I checked my bank told them the problem, because the $150.00 had been taken out of my bank. ******* said that they seem to be in partnership. I called the number on my withdrawal , I spoke to a lady about the mix up, she said she doesn't show my email anywhere, something about a third party being involved. After a few more questions she informed me they were having textual issues and requested I call back and hung up the phone. I went to the Amazon site to look up all my orders, I could not find that I had placed the order, not even in my emails. I want to return this order this order and have my $150.00 returned to my bank account. I also tried to call *************, but the number on their label was no longer in service.

      Business Response

      Date: 12/19/2024

      Hello *********,

      We regret any inconvenience that the customer has experienced, and we assure you that we are doing everything possible to resolve their complaint.  We take great care to ensure that important matters such as this are properly managed. 

      We went ahead and issued a full refund as the customer requested. Please allow 7-10 business days depending on your bank's processing time for the credit to reflect back to your account.

      Rest assured, the account is canceled and you won't receive any further charges. 

      Thank you

      Customer Answer

      Date: 12/29/2024

      [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 submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 

      Regards,

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

    • Initial Complaint

      Date:12/15/2024

      Type:Billing Issues
      Status:
      Answered
      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.
      Today I was charged on my debit card for an order of CBD gummies that I did not order. My bank called to see if it was fraud. Yes, it is !

      Business Response

      Date: 12/18/2024

      Hello,

      We do apologize for any inconvenience this may have caused you. If you have not cancelled your account has rolled into a monthly subscription as agreed to by the terms and conditions (you had to agree to the terms to be able to place the order). We did not receive a cancellation request from you in the allotted time, so we naturally assumed that you were satisfied with the product and charged you accordingly, as agreed to by the Terms and Conditions.

      As per checking, your account was canceled and refunded $65.99 on 12/17/2024 as you agreed to keep the products. Please allow 5-10 business days depending on your bank's processing time for the credit to reflect back to your account.

      Rest assured, the account is canceled and you won't receive any further charges.

      Thank you

      Customer Answer

      Date: 12/18/2024

      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. 

      [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]

      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.
      I am not satisfied yet. I do not have the refund yet, the debit card was canceled by the bank, and I have a new card. The money needs to find its way back to my checking account somehow.
      FAQ

      Regards,

      ******

       

       

      Business Response

      Date: 12/25/2024

      Hello,

      We processed a refund of $65.99 on 12/17/2024. Please allow 5-10 business days depending on your bank's processing time, for the credit to reflect in your account. You can also coordinate with your bank on the refund that was processed.

      Please let us know if you have any additional questions, concerns, or comments or if we may be of assistance at any point in the future.

    • Initial Complaint

      Date:05/11/2024

      Type:Billing Issues
      Status:
      Answered
      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: TWIN ELEMENTS **************************************** (Sent via E-mail) Please DISCONTINUE all further shipments to me of Twin Elements 500mg Gummy Dots, and make no further charges on this ********************************************************************** ************

      Business Response

      Date: 05/14/2024

      Hello,

      We deeply apologize for any inconvenience you may have encountered and want to assure you that we are actively working towards resolving your issue. We prioritize important matters like yours and strive to handle them appropriately.

      We understand that it might have been possible for you to overlook the terms and conditions. If you do not cancel your account within 30 days of the order date, your initial purchase automatically enrolls you in a monthly auto-ship program. However, as a one-time courtesy, we have proceeded to issue a full refund of $198.70 today. You should expect to see the credited amount in your account within the next 5-10 business days.

      Please rest assured that your account has been successfully canceled, and you will not incur any further charges or receive any additional shipments.

      We greatly appreciate your patience throughout this process. If there is anything else we can assist you with, please do not hesitate to let us know.

    • Initial Complaint

      Date:05/03/2024

      Type:Sales and Advertising Issues
      Status:
      Answered
      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 a bottle of Keto gummies from Trim Tummy for $39.99 but the add was misleading and it charged me for six bottles for a total cost of $239.99.I have contacted the company three times, requested to speak with a supervisor or manager and all three times the phone call was disconnected without my authorization. The call center refused to provide contact information for the agency, and refused to refund my money stating purchases made online are ALL SALES FINAL. Their website does not state all sales are final, and their advertisement led me to believe I was only purchasing one single bottle. I contacted my bank, and since the transaction had already occurred, they could not refund the money to me. I just want a refund of my money, and I do not want the product.

      Customer Answer

      Date: 04/26/2024

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

      also- you have my address wrong. 

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

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

      ********, ** 98520

      Business Response

      Date: 05/08/2024

      Hello Joy,

      We sincerely apologize for any inconvenience this may have caused you. However, we do not seem to have an account under the email you are emailing us from. 

      To help us better assist you with your inquiry, may you please provide the following information  for us to look up the account:

      - Name:
      - Email:
      - Phone number:
      - Product name:
      - Order ID:

      Thank you

      Customer Answer

      Date: 05/12/2024

      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. 

      [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]

      Response to the company:

      Name- ***************************

      Email- ****************

      Item- Keto diet pills

      Order # - NO ORDER NUMBER WAS EVER ASSIGNED TO ME  ADDITIONALLY- A RECEIPT WAS NEVER SENT VIA EMAIL AS PROMISED

      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,

      Joy

       

       

      Business Response

      Date: 05/14/2024

      Hello,

      We highly apologize for the inconvenience this may have caused you. We cannot pull up an account under the information you provided. Thus, we cannot take a look at your order. Further, can you provide us with the order number, the alternate email address that you might have used in the purchase, and the last four digits of your card used? We'd appreciate your prompt response on this matter. Thank you for being so patient.

    • Initial Complaint

      Date:04/14/2024

      Type:Product Issues
      Status:
      Answered
      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 tying to cancel my "subscription" from my order on March 18th for ****** as the pills have not helped my mother.I do NOT want another set of bottles nor a charge on my acct.Please advise ASAP and cancel my subscription and/or refund my acct for the continued charge of ****** that will most likely happen on Thursday the 18th of April or possibly sooner.

      Business Response

      Date: 04/15/2024

      Hello,

      We regret any inconvenience that the customer has experienced, and we assure you that we are doing everything possible to resolve their complaint.  We take great care to ensure that important matters such as this are properly managed. 

      We understand that it might have been possible for you to overlook the terms and conditions. If you do not cancel your account within 30 days of the order date, your initial purchase automatically enrolls you in a monthly auto-ship program.

      As a one-time courtesy, we have issued a 50% refund without requiring you to return the products. Please allow 5-10 business days depending on your bank's processing time for the credit to reflect back to your account.

      Rest assured, the account is canceled and you won't receive any further charges. 

      Thank you

      Customer Answer

      Date: 04/17/2024

      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. 

      [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]

      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,

      June

      Twin Elements credited HALF of my refund. They just now credited my acct $99.35 and still owe me an additional $99.35 and therefore I am not satisfied with the results.


      Business Response

      Date: 04/27/2024

      Hello,

      We regret any inconvenience that the customer has experienced, and we assure you that we are doing everything possible to resolve their complaint.  We take great care to ensure that important matters such as this are properly managed. 

      Rest assured, the account is canceled and you won't receive any further charges. 

      Thank you

      Customer Answer

      Date: 04/29/2024

      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. 

      [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]

      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,

      June

      I was only refunded $99.35 on 4/16/24

    • Initial Complaint

      Date:03/31/2024

      Type:Customer Service Issues
      Status:
      Answered
      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 WANT A FULL REFUND FOR the product that I am returning now and I do not want any new shipments

      Business Response

      Date: 04/02/2024

      Hello,

      We deeply apologize for any inconvenience you may have encountered and want to assure you that we are actively working towards resolving your issue. We prioritize important matters like yours and strive to handle them appropriately.

      We understand that it might have been possible for you to overlook the terms and conditions. If you do not cancel your account within 30 days of the order date, your initial purchase automatically enrolls you in a monthly auto-ship program. However, as a one-time courtesy, we have proceeded to issue a full refund of $149.91 today. You should expect to see the credited amount in your account within the next 5-10 business days.

      Please rest assured that your account has been successfully canceled, and you will not incur any further charges or receive any additional shipments.

      We greatly appreciate your patience throughout this process. If there is anything else we can assist you with, please do not hesitate to let us know. 

    • Initial Complaint

      Date:02/27/2024

      Type:Billing Issues
      Status:
      Answered
      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.
      Do not want an ongoing subscription Please canceii the subscription immediately.

      Business Response

      Date: 02/29/2024

      Hello ***,

      We do apologize for any inconvenience this may have caused you. If you have not cancelled your account has rolled into a monthly subscription as agreed to by the terms and conditions (you had to agree to the terms to be able to place the order). We did not receive a cancellation request from you in the allotted time, so we naturally assumed that you were satisfied with the product and charged you accordingly, as agreed to by the Terms and Conditions.

      Rest assured, the account is canceled and you won't receive any further charges.

      Thank you

    • Initial Complaint

      Date:02/07/2024

      Type:Delivery Issues
      Status:
      Answered
      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 a package of 5 containers of cbd 500 mg gummies/dots. I ordered it on January 7, **** for $198.70 from Twin Elements company. I did not give them authority to send any additional packages of cbd gummies. Then on February 7, ****. I received a bill on my credit card for another $198.70. I called at least 6 times today and they say they can't find my name in their system. I told them my order number, address, email and name. They still can't find my name in their system. But, they didn't have any problem charging my credit card another $198.70 on February 7th. After I called the first time of six calls. They said call back later once and the other 5 times just hung up on me. The order number was #DBE93A02EA. The company is Twin Elements. Address is P. O. Box 550, *************, **. *****. Phone number is ************. The only time I talked to them was the first call. I asked to talk to a supervisor and they hung up on me then. I want the second $198.70 taken off my credit card. Since I never ordered it. Also, I ordered the first package on January 7, ****. They sent it out on the 8th according to the receipt. I received it on the 11th. So they advertised a 30 day money back guarantee if not satisfied. Today is February 7th. I want my first purchase of $198.70 refunded because I am not satisfied with these gummies. I have been using it since February 11th (less than 30 days). I see zero benefit or help to my body, feelings or physical condition. Thank you. My phone number is ************. My name is *************************** if you wish to call.

      Business Response

      Date: 02/08/2024

      Hello,

      We deeply apologize for any inconvenience you may have encountered and want to assure you that we are actively working towards resolving your issue. We prioritize important matters like yours and strive to handle them appropriately.

      We understand that it might have been possible for you to overlook the terms and conditions. If you do not cancel your account within 30 days of the order date, your initial purchase automatically enrolls you in a monthly auto-ship program. However, as a one-time courtesy, we have proceeded to issue a full refund of $198.70 today. You should expect to see the credited amount in your account within the next **** business days.

      Please rest assured that your account has been successfully canceled, and you will not incur any further charges or receive any additional shipments.

      We greatly appreciate your patience throughout this process. If there is anything else we can assist you with, please do not hesitate to let us know. 

      Customer Answer

      Date: 02/09/2024

      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. 

      [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]

      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,

      ******

       

       

    • Initial Complaint

      Date:02/06/2024

      Type:Service or Repair Issues
      Status:
      Answered
      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 just want to cancel my subscription, but found no way to do so.

      Business Response

      Date: 02/07/2024

      Hello,

      We sincerely apologize for the inconvenience that this situation has caused you. Regrettably, we are unable to find any records of your account within our system. To expedite the resolution of this matter, we kindly request you to provide us with essential details such as your account name, number, order ID, or any other relevant information. This will enable us to promptly address your concerns and provide a satisfactory solution. Thank you for your understanding and cooperation.

    • Initial Complaint

      Date:02/06/2024

      Type:Billing Issues
      Status:
      Answered
      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.
      What I recieved is not what I ordered,and now they are trying to charge me ***** again I called all you can do is leave a message that is not returned.

      Business Response

      Date: 02/07/2024

      Hello,

      We regret any inconvenience that the customer has experienced, and we assure you that we are doing everything possible to resolve their complaint.  We take great care to ensure that important matters such as this are properly managed. 

      As a one time courtesy, we went ahead and issued a full refund as the customer requested. Please allow **** business days depending on your bank's processing time for the credit to reflect back to your account.

      Rest assured, the account is canceled and you won't receive any further charges. 


      Thank you

    Twin Elements is NOT a BBB Accredited Business.

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