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:05/28/2025

  Type:Product 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.

  In March, 2025 I placed an order with Truly Free by phone for laundry detergent. I made sure that I did not have an auto renew associated with the order. I received auto renew orders in April and May although (see attachment) online I am told that I don't have an active account. At this point I have the equivalent of 24 bottles of laundry detergent for a family of 2. I contacted Truly Free 6 times to gain labels for return of the product and a refund but have not been able to speak with anyone - I sent 2 emails and left 4 voice mail messages with ***************** To date, no one has contacted me. I needed to close my charge account and reopen a new account in an attempt to stop the charges and shipments. I would like a refund and to have everything associated with me removed from their data base.

• Initial Complaint

  Date:01/11/2024

  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.

  I just received emails about an order that I didn't make being shipped to me. I have no idea who this company is and never ordered anything from them. I have severe allergies and cannot use any laundry products with scent. I don't want to be billed

  

  Business Response

  Date: 02/14/2024

  Hi ***!
  I am sorry for the inconvenience and confusion with the order that processed under our platform.

  I reached out to your personally via your email when you inquired about the charge. It seems we were able to rectify this issue and give you a full refund.

  We also were able to mark the account as fraud and encouraged you to look into this breech further. I have attached our last inquiry for your records in regards to our last communication.

   

  Hi ***!
  Thanks for reaching out! I am so sorry for the inconvenience and confusion with this order.
  We have detected fraud with this order and account. We have refunded you and marked the account as fraud as well.
  We are a small family owned company in Northern ******** and are not in the business of partnering with any individual that is participating in this.
  Our company is not active in placing this order and was done so online. We are surprised and as shocked as you must be. Please note that we are looking into this and encourage you to either try the products as a token of our apologies or donate the box when it arrives.
  I was able to review your complaint on BBB and before responding on that platform was hoping to touch base with you on a personal level to resolve the situation. If you are willing to remove your complaint in resolution of our correspondence , I would be grateful.
  
  Let me know if I can serve you further
  Kindly
  *****************************
  Escalations Manager

   

  *******************
  Thanks Meagan
  Sent from *** on Android
  
  
  
  12:51:21 PM

   

  Thank you for your understanding in this matter

• Initial Complaint

  Date:05/02/2023

  Type:Product 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.

  In December I ordered a Christmas gift from Truleyfreehome.com. I tried to cancel the account in January on line through the website. I have never been able to reach this company by phone. Without my knowledge or approval they have continued to send shipments and since they are going to a different address I was unaware of the mailings until now.On April 29 I received a notification that an order was ready to ship on May 1 and that I had been charged for it. I tried to cancel online but could not. I tried to cancel with my credit card company and could not. Once again I tried to cancel the account and could not.This company does NOT have my authorization for any orders or any charges.

  

  Business Response

  Date: 10/13/2023

  Hi there!
  Thanks for the review. I am so sorry for any miscommunication in regard to your subscription account.  I have had a chance to review the account and have refunded you for the last three orders that processed. It looks like we have communicated with you on several occasions about the options available to you on the account and were waiting for a reply in lieu of a discount offered to remain active. The order you placed was a subscription based promo which was detailed at checkout. This is why orders were generated thereafter. There were several logins on the account to modifiy upcoming orders as well.  My apologies for the oversight with the account. We are happy to serve you with any issue you may have had through email at ********************************* or our number listed on the site ************. Please note that all orders have been refunded in good faith.  I am deeply sorry for any inconvenience this may have caused.

   

  Thank you for your understanding

  Kindly

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

  Escalations Manager Truly Free

  Customer Answer

  Date: 10/19/2023

   
  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 I did try to cancel the subscription several times. Most of the time you cannot speak to anyone in customer service and do not get satisfactory replies, if any, by email.

  I have been reimbursed so case closed.

  I do not recommend this company,

  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:01/17/2023

  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.

  I bought some products from Truly Free website. I had no idea I was setting up a membership. All it said was if I buy this one product, then I get free products with that 1 purchased product. And all of a sudden I have a membership. They never even stated I was signing up for a membership. I have been trying to cancel this membership for weeks now. Nobody EVER answers the main phone number and nobody EVER emails me back. It is insane how I have never gotten one answer or call back from these people. The worse customer service (or lack thereof) I have ever experienced! It seriously seems like a scam at this point because nobody will ever answer the phone or email me back. I have left multiple voicemails and emails and nobody ever gets back to me. I am so scared they are going to charge me for another month when all I wanted was this one time package. I have no idea what to do or how to get a hold of anyone. They have my credit information and I cannot afford to buy this stuff every single month! It's insane how nobody ever answers!

  

  Business Response

  Date: 04/26/2023

  Hi ******!
  I am sorry to hear you are unhappy with your experience at Truly Free. It sounds like you were unaware of the subscription you signed up under. I completely understand your frustration. I looked into the account and it seems you purchased the promotion intended for subscribers. This offer was only available as a recurring order which was detailed upon checkout . Among this information was a box that needed to be checked to process that stated you were agreeing to a subscription on a 30 day frequency and could update your subscription by logging in. I apologize for any confusion. I was happy to see that one of our agents corresponded with you on 1/12 in regards to the subscription and that you accepted a 30% discount to remain with Truly Free and keep your subscription active. I am so happy we were able to give you further information on how to customize your subscription and the notes on the account look like you were able to do that successfully. Please feel free to reach out to ********************************* for additional assistance.

   

  Kindly

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

  Escalations Manager

• Initial Complaint

  Date:01/16/2023

  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.

  I placed an order on 1/2/2023 for Order #*******:Dishwasher Booster and Rinse Aid (12 oz refill)$16.95 Dishwasher Booster and Rinse Aid (container)$0.00Total with shipping: $22.90 When the order arrived, the box appeared to be wet as if something had leaked. I opened the box to find an empty bottle (container) and NO 12 oz refill. It's as if the bottle had been filled and it leaked the entire contents of the bottle. Last Monday, January 9, 2023, I attempted to contact the company and left 2 messages - one in the morning and one late afternoon. Each time I was stuck on hold for 15 minutes, then I had to leave a voicemail. I have not received any return calls. I also reached out in an email with no success! Then I called back on Monday, January 16th and they still don't answer the phone.