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:05/29/2024

  Type:Sales and Advertising 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 had ordered vitamins from this company once and they kept coming and charging my card. When I finally remembered to call (very busy Mom) the customer service rep said that when you order they have a drop down option that easily is pressed by mistake (website flaw she said) so you automatically sign up for every 90 days. Its a total scam and bad business practice!

  Business Response

  Date: 07/08/2024

  This customer, ****, placed an initial order in August of 2023 for 7 different items for a total of $339.65. One item was put on subscription for every 90 days. The default on our website is that every item ordered is a one-time shipment. If you want to put an item on subscription, you have to click another option Subscribe and Save and then choose your frequency for delivery. The default delivery option when you click on Subscribe and Save is the most frequent option, which is 15 days. **** would have had to scroll down and choose the 90-day delivery option, which is the last option. It is very unlikely, if not impossible, that this would have been done accidentally.

   

  I spoke with *******, the customer service rep that talked with ****. She did not state that this was a website flaw. She did tell me that **** emphasized on the phone call that she was busy mom and acknowledged that she was aware the shipments were coming, but she was busy. She asked to return all 3 auto shipments. Two of those auto-shipments were outside of the return window, so only one item was eligible for return.

   

  Before a subscription renews, we send a reminder of the renewal 3 days prior to the renewal. We send an additional email when the order is processed. Finally, we send an email when the order ships, which includes a tracking number. ***** order renewed 3 times over the last year, meaning she received a minimum of 9 emails from us about her orders, in addition to the orders themselves being received. She had ample reminders to deal with this auto-shipment she set up.

   

  I am also a busy mom. I work nearly full time and I have 4 children whom I homeschool, in addition to many other responsibilities. Believe me, I understand that life gets busy. But if something is important, you make it a priority to take care of. We are not responsible for her choosing to neglect dealing with this shipment for months on end.

   

  Finally, the total of her each individual order was $24.04. Therefore, the total for all 3 shipments was $72.12. Requesting $300 to resolve the customers error borders on extortion.

   

  Simply Nutrients Customer Service

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

  www.simplynutrients.com