Complaints

This profile includes complaints for Natural Health Sherpa's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Natural Health Sherpa

  1121C Military Cutoff Rd Ste 360 Wilmington, NC 28405-3641

• 

  Natural Health Sherpa

  5540 Centerview Dr Ste 204 PMB 81687 Raleigh, NC 27606-8012

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:07/13/2023

  Type:Customer Service 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 ordered the metabolic renewal program on 7/1. After ordering, they kept upselling products. I ended up adding the protein powder. But never confirmed my check out with paypal. They charged my paypal separately. I called on 7/1 to try and cancel the protein, and could not get through. While on hold, they called me about being an onboarding specialist and wanted to schedule a phone call with a program specialist. I told that lady I needed to cancel the protein. She told me to speak to the program specialist the next day. I did as I was told. On 7/2 He then told me I had to call the cancelation department. So again, did as I was told. I called them on 7/2.That was the 3rd person I spoke to, and she said that it had already shipped. On 7/3 I get a notification that the ***** label was CREATED! (Not shipped, created). When the product got here, I requested a return label. Which I was then told I couldnt get a prepaid one, even though I tried to cancel and was lied to about it being shipped. I decided to chat since it was hard to get answers. I have screen shots of them saying no. Then called only to be hung up on after waiting on hold, never even speaking to a person. I have reached out to PayPal to file a dispute as well.

  Business Response

  Date: 07/13/2023

  Orders are submitted to the fulfillment warehouse after 24 hours from date and time of purchase, once it has been forwarded to the fulfillment team it can no longer be cancelled or modified as the order is already being packed and processed for shipment, this is the initial step of the shipment of the products and the shipment notification is sent out when the order leaves the warehouse and is scanned by the carrier which is why the customer received the shipment notification on July 3 but was informed that it can no longer cancelled on July 2 because order has already been processed and was awaiting carrier pick up. Shipment notifications are sent out when the carrier scans the package into their system. Refund for customer's purchase has been processed and she should see it reflected in her account within 5 - 7 business days depending on her financial institution. 

• Initial Complaint

  Date:07/10/2023

  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.

  Ref # ******** I was traveling and I watched the video for Metabolic Renewal. I thought perhaps it was worth trying as it was only $37.99 so I entered my credit card information. There was no "Confirm" button, no 'Process Order" button, only next. When I clicked the next page it was another video stating "Before you go we have another product..." There was no button to continue without making this purchase, no back button, no cancel option. After reading the page several times I felt at this point that it was a scam so I closed out of the site entirely. A couple of days later I received notification that there was a $284.28 charge to my credit card! On 6/10/23 I called the company and they informed me product has already been sent out and I would have to return it in order to receive a refund. I was out of the country at that time and could not do that. I was told I'd have to be at home because the return label was only valid for 2 days. (?) I was given a partial refund after much arguing in the amount of $85.29. When we arrived home I contacted them on 6/20/23. I was issued a mailing label at that time. I said I wanted the package to be trackable and I would need a *** label. The representative agreed, with an almost $10 charge to be deducted from my refund. I said absolutely not, this was an unauthorized charge and I will not pay to return something I did not order. She said I had to wait a couple of days for this to happen. I called back on 6/24/23 and was told the company DOES NOT/CANNOT issue a prepaid label, and to use the generic return label for **** and write Return to Sender on the box. As of today, 7/10/23 it has been 10 business days since returning the box, unopened. I called again and was told it still had not been documented as returned and that I should check the tracking number...which I WAS NEVER GIVEN because it was a Return to Sender with a generic label! It seems the business address is a PO Box at a *** store. I'm owed almost $200 still. SCAM

  Business Response

  Date: 07/10/2023

  Refund for the remaining amount has been processed and customer should see it reflected in her account within 5 - 7 business days depending on her financial institution. Refunded amount is $198.99 USD, attached are refund confirmation receipts for the refund as well as the previous refund issued.

  Customer Answer

  Date: 07/12/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this refund is satisfactory, however the business practices are inappropriate and misleading and need to be investigated by proper authorities.
  
  Sincerely,
  
  ********************************

• Initial Complaint

  Date:07/06/2023

  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.

  I was considering ordering from Sherpa but changed my mind after all the products they kept telling me I would need to be successful. I went back and erased my information. I had never hit submit but my card was charged $41.30. I tried calling and was cut off or got a busy signal. I finally got through and only got voicemail. I left a message but never got a returned call. This is bad business. I should have checked the BBB first. That is my part. I demanded charges to be reversed in the voicemail.

  Business Response

  Date: 07/07/2023

  Refund has been processed for the customer's purchase for the amount of $41.30 USD and customer should see it reflected in her account within 5 - 7 business days depending on her financial institution. Attached is a copy of the refund receipt.

• Initial Complaint

  Date:07/02/2023

  Type:Billing 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.

  On June 14th 2023 I saw on ******** an advertisement for Metabolic renewal. " Thats why inside Metabolic Renewal youll find a simple assessment that determines which of the 7 hormone types best describes you. ***** then get the tools to customize how you eat, exercise and live to be a perfect match for that type." The initial charge was for ***** for the digital version. I put my information in and started watching the videos that were provided. I decided that I did not want this product and looked for a place to cancel the order. I figured you could cancel after the last video, but when the video ended, there was a message thanking me for my purchase. I was charged the ***** and then charged ****** on my credit card. I immediately emailed them to cancel the order then looked at all the bad reviews for this company. I tried calling their number several times to ask for a refund , but no one answered. I am trying to get my money back through PayPal. I had to cancel my card because I read they will automatically charge your card again for additional products. This is a scam and others need to be aware.

  Business Response

  Date: 07/03/2023

  Full refund has been processed for customer and customer should see refund reflected in their account within 3 - 5 business days depending on their financial institution. Attached are Paypal refund confirmation for the refund processed.

  Customer Answer

  Date: 07/05/2023

   
  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.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:06/23/2023

  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.

  I was interested in using their program app with membership and as I was signing up it took me through several more options to add to my order. The first option I was ok with and was going to try their protein shakes. I thought after that it would send me to the finalize page assuming the purchase was not submitted because at the top of each screen it showed a progress bar that ended with finalize. That was not the case it took me to another screen offering something else I refused that product and hit continue and it took me to another product. I realized I did not want to do business with this company and attempted to exit out it would not allow me to so I just closed the web browser assuming it was not finalized because I had not confirmed at the finalize page. I found out that was not the case after I received the product. I immediately called and told them everything I just told you and said I waiting return cancel and a full refund. I returned the product they never credited until I called about it after I saw my package had been delivered to them weeks earlier. They did issue a refund but not for shipping. Which was like $10. I told them again I did not finalize and by no means should I be responsible for shipping. Their check out process is not straightforward and I would go so far as to say a scam if they show an progress bar at the top with finalize at the end and no way to exit out. The order number was ********. Their process should be reviewed and corrected.

  Business Response

  Date: 06/23/2023

  Full refund has been issued to customer as requested, includingthe remaining amount of $10.07 USD. Customer should see it reflected in her account within 5 - 7 business days depending on her financial institution.

  Customer Answer

  Date: 06/23/2023

   
  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.
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:06/21/2023

  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.

  6/6/23 *********************** for $72.73 5/4/23 *********************** for $135.19 5/4/23 *********************** for $72.73 4/4/23 *********************** for $69.00 3/7/23 *********************** for $69.00 2/6/23 *********************** for $248.94 These are all from nsherpa.com. I had decided to not order the product before I was even done doing the order on my phone. I didn't finish the order but still started receiving the products. I have returned all boxes unopened. I have repeatedly emailed the company but can't get anywhere with them. This is a total of $667.59 that has been charged to my credit card. I don't want any of these products and I have told them to stop sending them to me.

  Business Response

  Date: 06/21/2023

  Refund processed for the customer for the total amount of $667.59 USD, customer should see it reflected in her account within 5 - 7 business days depending on her financial institution.

  Customer Answer

  Date: 06/21/2023

   
  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.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:06/20/2023

  Type:Service or Repair 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 paid for coaching and the proper foods to eat according to my level of hormones. Once I paid I received several emails and a phone call to what I thought was the orientation of my program. This call was nothing but a sales call. They wanted me to buy powder for shakes and also supplements. I explained from the beginning of my call that I could not afford any extra products. The salesman still kept asking me to buy at different levels (none of which I already made clear that I could not afford). I paid have a salesman call to sell me something. I feel misled about what I thought I was signing up for were recipes and exercises but ended up being as I said a sales call. I have emailed them to ask for a refund but now all the emails have stopped and no response.

  Business Response

  Date: 06/20/2023

  Refund has been processed for the customer as requested, it should reflect in her account within 3 - 5 business days depending on her financial institution. Attached is refund transaction record from Paypal confirming refund has been processed successfully.

  Customer Answer

  Date: 06/20/2023

   
  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.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:06/08/2023

  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.

  I ordered some product on April 22, 2023. On April 24, 2023 I was contacted by ***************************. She said she was my Onboarding Specialist. After a 45 minute call, she said I needed to purchase 12 months of product. I told her I had ordered the product I wanted already. She said there were no orders showing up. I finally agreed to order the ************************************************************** quarterly basis and she said no. On May 1, 2023 I received two boxes of product. One box contained the product I ordered on April 22, 2023. The second box contained 12 months of product ***** said I needed. I opened the boxes and looked at the product. The *************************************************************** December 2023. I immediately called the Metabolic customer service on the packing slip. *****, Cancellation Specialist, tried to get me to keep the product at a discounted price but I told her no. She finally emailed me return information for both boxes. She said I would be responsible for the postage to return the boxes. She also said once Metabolic received the product I would get a refund on my credit card in 7 to 10 days. On May 4, 2023, I returned the two boxes per *****'s information. I tracked the boxes and on May 9, 2023 Metabolic at **************************************************************************** received the box containing the 12 months of product, however, I have not received a refund on my credit card for the $2873.65. The other box shows "waiting on clearance". I am not sure what that means. I will continue to follow up with **** I am concerned Metabolic may have received that box too but the *** cannot confirm this. I have reached out to **************************** twice (May 30, 2023 and June 6, 2023) with no results. This has cost me $3,462.61 for nothing.

  Business Response

  Date: 06/08/2023

  Refund has been processed for the customer's returned product and should reflect in her account within 5 - 7 business days depending on her financial institution. Total amount refunded is $3271.65 USD.

  Customer Answer

  Date: 06/13/2023

   
  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.
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:05/23/2023

  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.

  I was pressured into purchasing product from the company the end of April 2023. I was originally shown a picture of a young man that will be coaching me through the metabolic renewal plan; however, who I talked to on the phone was a much older man who ONLY pushed me to purchase product and did not provide any coaching. When product was received, it contained an ingredient I cannot take (stevia) so I called customer service to request a RMA # (return authorization number) which was *********. I mailed back (I paid for shipping!) all product - none was open or used - on 5/8/23 and the product was received by the company on 5/13 (tracking number **** **** **** **** **** 27). I have contacted this company multiple times since the product was received by them and I have YET to receive my refund in full. I actually get NO response from the company. It is a complete scam. If you call customer service, you either wait on hold FOREVER or when they connect with you, the "accidentally" hang up.

  Business Response

  Date: 05/24/2023

  Full refund has been processed for the customer for the amount of $158.39 USD, customer should see it reflected on her account within 5 - 7 business days depending on her financial institution.

  Customer Answer

  Date: 05/24/2023

   
  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. It is very troubling that I had to file a formal complaint in order to get my refund processed. 
  
  Sincerely,
  
  *****************

• Initial Complaint

  Date:05/22/2023

  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.

  I placed an order for Metabolic Renewal on May 14, 2023. That afternoon I started receiving calls from one of their reps. I told him the first call that I didnt have time and nearly hung up on him as he tried to drag the call out. The next day, he called me six times from *****************. I blocked the number and decided this was not the type of company I wanted to do business with. On May 15, I proceeded to reply to the Metabolic Living welcome email with Please cancel my order and my membership. I will return anything that arrives. If a rep needs to reach out to me, please have them reply to this email as I am avoiding all others from this company. I have received a number of calls and emails in the last 48 hours and it has become obnoxious. I am no longer interested in the product.I received an automatic reply which read Thank you for reaching out to Metabolic Living. We have received your message and will be in touch as soon as possible. Thank you for contacting us! ... We will get back to you as soon as we can within our business hours of Monday thru Sunday 8:00 am to 9:00 pm EST.I then received notice on May 17th (2 days later) that my order shipped. I sent another email to the company on that day which has not been responded to either.I sent one more email today letting them know I was contacting BBB for resolution.

  Business Response

  Date: 05/22/2023

  Refund processed for the customer for the amount of $52.42 USD and customer should see it reflected in her account within 5 - 7 business days depending her financial institution. Attached is a copy of the refund receipt for the transaction.

  Customer Answer

  Date: 05/26/2023

   
  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.
  
  Sincerely,
  
  *******************************