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:02/12/2025

  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.

  On 3/26/2024, I ordered 500mg luteolin for $453.20 over the phone from ************** having spoken to ******* *********. I called her on 4/2/2024 and followed up with an email the next day informing her that I didnt receive the ordered items but did not get a response. I repeatedly called her from 4/5/2024 to 4/8/2024 but didnt get an answer. She kept refusing to pick my call. On 4/10/2024 she responded with an email saying that ***** delivery told her that the items were delivered and signed for. I forwarded her security cam footage showing her my business location was closed showing the ***** driver pulling the door but was closed and he left back with the item. She later emailed me on April 12 2024 that she filed a claim with ***** on April 8 2024 and that claim was denied. So I filed my own claim with ***** on January 8 2025 and they said they refunded the money back to ******* on April 8 2024with Claim number: C-144574843. On January 10, 2025 I called ******* and told her that ***** refunded the money back to her. She angrily stated to me over the phone that she isnt going to refund the money to me and that the case is over in her office. She hung up on me and I sent her an email to refund the money but she didnt answer.

  Business Response

  Date: 02/26/2025

  Per ******** Terms and Conditions we ship our orders F.O.B., ************, ***. When a business ships F.O.B. (Free on Board) Origin, the following is understood for both domestic and international shipping:
  The buyer assumes all risk and responsibility for the goods once the seller ships them 
  The buyer is responsible for all freight charges 
  The buyer is responsible for filing claims if there is loss or damage 
  
  LKT shipped the order to Royal Way Health Food on Tuesday, March 26, 2024. The email was sent that same day and included the tracking number.  Our responsibility was complete.

  Per Ms. ****** insistance, on 3/26/24 I submitted a claim to ***** telling ***** the customer claims she did not receive her package and asked for an investigation. I also submitted a copy of the video from Ms. ***** We received a claim resolution on 04/10/2024. The resolution was denied for the following reason: Clear Proof of Delivery. I understood the matter to be settled at that point.
  
  I told Ms. **** that ***** determined the package was delivered and that we went above and beyond when we complained to ***** on her behalf.
  
  On January 10, 2025, Ms. **** contacted me saying she filed a claim with ***** who told her they settled the claim with us by sending ******** a check.   I hadnt heard anything since ***** rejected our claim. Because the claim was rejected, I wasnt expecting anything. I asked management to investigate, which they did.  Management found a check from ***** dated August 15, 2024, for $100.00.  Further investigation revealed the check was related to Ms. ***** claim. Now that we are aware of the $100 check from *****, we are happy to send the $100 to Royal Way Health Food. The money would have gone to Ms. **** directly if she had submitted the claim in the first place.    
  

  Customer Answer

  Date: 03/03/2025

   I am rejecting this response because:
  
  I dont understand how ***** would send you $100 for goods that are worth $413.20 plus $40 for shipping and handling bringing to a total of $453.20.  Thats what you Ms ******* ******** charged me. You have denied getting any money from ***** until now. You refused to respond to me email, refuse to take my calls, and when you hear my voice you hang up the phone. So kindly refund me the full amount of my missing goods while I have provided you proof that I didnt receive nor sign for it.

  Business Response

  Date: 03/06/2025

  I can only present the facts again.We shipped the order per ******** Terms and Conditionss which is F.O.B., ************, ***. When a business ships F.O.B. (Free on Board) Origin, the following is understood for both domestic and international shipping:
  The buyer assumes all risk and responsibility for the goods once the seller ships them 
  The buyer is responsible for all freight charges 
  The buyer is responsible for filing claims if there is loss or damage
  

  As the buyer **************** Food assumed all  the risk. ***'s responsibility was complete once ***** picked up the package. All liability was attached to ********************* once the package was transferred from LKT Laboratories to *****. *** sent the tracking information to **************** Food so that **** **** could follow the movement of the package. I only contacted ***** about Ms. ****** situation because she refused to file a claim herself.

  As stated previously, I thought the matter was settled when the ***** investigation determined there was "Clear Proof of Delivery." Our accountant receives and reconciles the ***** statements and so I had no knowledge of the ****** received from *****. I asked the accountant and management to look into it after I spoke to Royal Way Health Food.  The following statement was in the ***** letter, "Our records indicate there was no declared value requested on this shipment. Therefore, maximum claim payment is $****** per our Service Guide."  My request to ***** was that they work with you to resolve the situation. *** never expected to receive any money.

  
  

  Customer Answer

  Date: 03/10/2025

   I am rejecting this response because:
  
  I did contact ***** when I did not receive the shipment. But ***** said that they will deal only with LKT laboratories which implied that ******* ********* of LKT has the *** destination. So i would like to at least to have half of the $453.20 which is the invoice total.