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:06/05/2023

  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 used their subscribe and save to purchase the supplements monthly I added some supplements on this month and they doubled my order on part of them which cost me an extra $200 approximately I went to my account and searched my old orders and I found out with the attachments I sent you they charged me different amount of taxes several different times they charged me county tax and a city tax I don't live in the county they charge me tax for I don't live in the town they charge me tax for the amount of the taxes for each one had changed I went back to several orders they would round things up by two or three pennies instead of just up to the next ***** amount I'm pretty sure they're pocket in that tax. They make it almost impossible to get a hold of them you can't talk to him on the phone they stated in their email they work 7 days a week 8 to 5:00 Eastern standard Time but yet when they put the double order through they done it in the middle of the night this was June 2nd and June 3rd they made it impossible to get a hold of them to cancel the order because as soon as I found it they sent it through and I couldn't cancel it I'm pretty sure they make it so you can't talk to them so they don't have to pay you back they have a good product their vitamins are tested by third party but yet they want to still from individuals and if they're taking pennies for me on taxes and adding things they're doing it to others I wouldn't have never checked the taxes if they had to double my order and I never noticed they raised the county tax from 2% to 2.5% overnight the town tax was just added in the last couple orders. I'm just real tired of people making money off of my pennies I'm on disability they know they're not supposed to put the order through before the 3rd of the month they're all gung ho about helping but yet when I looked at my past orders and found all the mistakes I was in shock. I will gladly give you any of my bank records my order account records anything you need

  Business Response

  Date: 06/06/2023

  The customer had a supplement subscription (recurring order) set up with us, which processed as it should every 30 days.  Subscription orders are automated and do process in between 1am-2am EST, which is what the customer saw on their account June 3rd. The customer placed an additional order through our store on June 2nd, the day before her subscription ran, which is why part of her order was duplicated.  Customers do have the ability to make changes to their subscriptions at any time before their order ships.  The customer has been informed of our refund policy, and is able to return anything she does not wish to keep from either order. 

  As for the tax issue, if a customer uses their ******* zip code instead of the 5-digit zip code, that helps drill down the specific taxes that should be charged for their address.  The customer filed this complaint before that could be explained, and the additional tax has now been refunded based on the use of the 9-digit zip code.  

  Customer Answer

  Date: 06/06/2023

   
  Complaint: 20138847
  
  I am rejecting this response because: one they did not address why they added shipping charge to $190 order they did not address why they sent these orders to me for 5 months and all of a sudden they're changing the taxes adding Caldwell county tax and raising Caldwell county tax and adding a town tax they didn't have any problems before all the sudden they've added this and changed this I do not live in Caldwell county I do not live in town they did not request a nine digit zip code it was fine from the beginning when they were getting my money when I placed this order on the 2nd I put went in and done merge two orders together and the computer accepted that they accepted it and added it on to the order on the 3rd again hence the double order it didn't double everything on the 2nd and it didn't send me everything on the 2nd that I ordered that day it merged part of it and part of it didn't merge how am I to know if their computer doesn't work if you're not allowed to get into it and see it not allowed to communicate with anybody I tried over and over again to get a hold of them and I never have been able to talk to a real person this I do resent I don't care about the product I'm done with them I don't even care about my money back but I am going to give the tax information to the ************** of Taxes to have that pursuit because I do not believe it is right for any one company to steal from anybody else whether it be through taxes or anything else this is a big company they have a fantastic product and there is no reason for them not to back it better and do a better job of delivering sales isn't everything you got to make sure the customer gets what they want. 
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 06/07/2023

  The customer did not mention the shipping fee in her original complaint.  She was charged the shipping fee in error, and that has been since been refunded. She also did receive replies from our staff within our promised time frame (72 hours), and has been communicating with ** via email since then.  The tax issue, as well as the other complaints, were explained via email and in our previous response.  
  

  Customer Answer

  Date: 06/07/2023

   
  Complaint: 20138847
  
  I am rejecting this response becau they are not telling the truth I did put the shipping over charge from the very beginning I put it in several emails from them I tried to email them when all of this started they give me no response until you come aboard they're acting like they've done everything perfect and they have it a sincere apology instead of giving me the **** of the 666 refund on taxes I don't want to refund my taxes I want him to pay the right text and the 666 does not charge does not cover the different amount of taxes they have charged me from the very beginning anywhere from 4.2 25 to-***** and how can they say it was an honest mistake from the very first time they added the Caldwell county tax it was 2%, it was 2%. The very next day it was 2.5% plus they added a town tax that day I went back to them taxes since day one I've been ordering from them and the numbers are all over the board that's not a mistake in the office or a mistake because I didn't use a nine digit zip code or whatever that's the mistake because they're not even trying to make things right. I know you're not accredited to the BBB but I've read all the complaint letters they've received and I've read their answers and I know for a fact that they can't shovel that and come out smelling like a rose every time like they do they're doing the same thing over and over and there's only been what three four complaints on them and I guarantee you if you talk to the people they haven't fixed to one of them what they're doing with the taxes I know is illegal and I do not like people using me to break the law I am ********-abiding the citizen I will be talking to tax representatives in the state of ******** to see what I can pursue if they would just sincere when they do something and if they would talk to a real person on the phone maybe you can work out something they're going back and forth with ***** just never solves anything it just leaves people misunderstanding each other more. In my book until they communicate in real life they are not trying to resolve anything and I do not appreciate them refunding **** back on taxes I guarantee you that's not right with the orders I've sent and the sad thing is I would have never looked at him if they hadn't if they had to just merge my orders right instead of trying to make that extra 200 bucks off me they would have got away with it well now I've caught him and I'm not done I may sound unreasonable and I'm sorry but I can see by their pattern and what they sent to the BBB in other instances they're not trying to resolve the status they're trying to cover up what they do I don't understand why such a company was such a good product and if this is how his doing treat you then that makes *********************** a liar and I don't need this stress in my life from him he's supposed to be trying to help people not stress them out and I did not believe that is his real intention I do believe that he's getting used but I'll never know that because I'll never get to talk to a real person go back to Riverdale make sure you pay your taxes make sure you give me my money back and trust me I have been checking into the tax laws and I know what I got I'm done with you and I still haven't got the two orders are you going to do me like you've done to other people that kind of contacted the BBB are you just not sending them out and going to tell him they got lost in the mail or something and it's my fault because I've read that too
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:03/03/2023

  Type:Billing 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.

  Jan22/23 total of $538.92 order # ***********  When I received , I had immediately shipped back with an unexpected car expense I had run into . Thinking I could order at a later time .
  Tracking #92*********79*********6289.
  I have for over a month been reaching out on my order return statue . I used their return label . I tracked starting 1/30/23 to currant date 3/2/23 with no help from support . They claim they have not received . With no one to verbally speak with I feel they are stealing my money . All products were unopened and sent back promptly and safely . Many emails have been sent with no help offered . I went to local post office and they said it was their label and up to livingood to help me . They have the product and my money

  Business Response

  Date: 03/07/2023

  Luanne did receive a response from our support team about her return.  We emailed back and forth with her several times about the status of her return, letting her know that it had not been received at our fulfillment center.  Unfortunately, we are unable to issue a refund for items that have not been received. As of this morning, 3/7, the refund has been issued and ****** has been notified.

• Initial Complaint

  Date:11/17/2022

  Type:Billing 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.

  In October, I ordered a book by Dr. ********************* It was not helpful, but I chose not to bother trying to return it. Now I am getting monthly charges for $27, for what? I see I am not the only one, and no one seems to be getting any response.

  Business Response

  Date: 11/18/2022

  ****** brought this matter to our attention for the first time on the evening of Wednesday, November 16th.  She received a response from our team on Thursday morning, November 17th.  

  When ****** made her book purchase, she opted in for a membership trial.  This option clearly states that when the trial ends, she will be charged the monthly membership fee of $27/month.  We also sent out emails 3 days prior to the day each subscription was to be charged.  Customers are able to cancel this subscription at any time by logging in to their account, reaching out to our team, or responding to any of the emails we send.  

  In our team's response to ****** on 11/17, we made it clear that the subscription had been canceled and refunds were issued in accordance with our Refund Policy.  

• Initial Complaint

  Date:08/05/2022

  Type:Customer Service 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.

  The advertisement stated the consumer pays shipping only for a free copy of the book. I ordered through the website--which clearly stated--the total price was $7.95. I immediately checked my bank website to find I'd been charged. $8.42. I called their phone number and tried using customer support on the website to no avail. The recorded message on the phone call was useless. The website will not take you to a 'support' page. There seems to be no way to contact the company.

  Business Response

  Date: 08/05/2022

  The additional fees incurred by the customer were the state taxes applied to his purchase.  Unfortunately, we do not have control over state taxes.  The customer reached out with his complaint via our social media where he did receive a response from our team within a couple of hours. We do also have a support page on our website, and we sent a response through email via that page.  

  Customer Answer

  Date: 08/07/2022

  
  
  Better Business Bureau:

  The website stated the charge was $7.95, no mention of further charges.  I didn't know the extra was taxes until I received  an email later.  Sales taxes are okay.  It has nothing to do with control over taxes.  
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  **** ********