Complaints

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

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  Swanson Health Products, Inc.

  4075 40th Ave S Fargo, ND 58104-3912

  
• 

  Swanson Health Products, Inc.

  109 Broadway N Fargo, ND 58102-4925

  
• 

  Swanson Health Products, Inc.

  PO Box 6003 Fargo, ND 58108-6003

  

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:11/28/2022

  Type:Delivery 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 am a long time customer and placed a large order with a free shipping promo. WHY the $21.26 fee? If I split the order into several smaller orders would it have been free? I don't have time for that nonsense. I am on a disability income and can't afford that fee. You are being very deceptive and unfair. I will be going back to Puritan Vitamins in the future. If you send me a promo telling me I have free shipping don't add on a fee at the end of the checkout process. I spent 2 hours making that order and didn't have time to split it up into multiple orders just to get the free shipping you promised me.

  

  Business Response

  Date: 11/28/2022

  The free shipping in Swanson Healths offers will only refer to the $5.99 shipping cost for Standard Delivery, but there could still be additional fees applied if the package(s) are overweight or oversized (bulky). There are a range of factors that determine when the additional shipping fees will apply, such as size (larger item requires larger boxes), weight, container (glass or plastic), and destination. I am unable to determine why your specific order qualified for the additional shipping fee. The consumers order weighs over 23 pounds and that is the primary reason for the additional shipping fee, as well as the box size to send all the items. Swanson Health is only passing on the direct shipping cost we pay as a company, and we are not profiting from this current change at all. Shipping rates have drastically been inflated and continue to rise without stopping. The promotional offers all mention that there could be additional shipping fees applied in the terms and conditions section of the emails we send, on the terms and conditions page of our website, in the promo banner on our website, and it is shown during checkout before payment is applied so that consumers may go back to make any changes they want. Swanson Health opted to have this additional fee apply for the aforementioned parameters, which should only affect around 5% of our consumer base. This was done to prevent a large increase in item costs across the board to account for the increasing shipping costs that would instead impact 100% of our consumer base. Swanson Health has removed $10 off the $21.26 in additional shipping fees as a show of good faith by reducing the order total to $738.11 instead of $748.11. The consumer will not see a refund since the charges for the entire order have not been finalized. The consumer will instead see a total of charges that add up to $738.11 only for the $10 reduction in order cost. 

• Initial Complaint

  Date:09/08/2022

  Type:Delivery 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.

  Yesterday I placed an order over $50 and I confirmed with the person on the phone that there was no shipping and handling fee (which is the case for purchases over 50) only the taxes and product price. He said yes. I verified this numerous times. I saw $1.99 added to my bill and immediately emailed them. Their reply to my email was that they are charging a surcharge for an increase on their costs due to gas prices. To me this is not legal and therefore I am reporting this practice to you. I am appalled that they are doing this.

  

  Business Response

  Date: 09/09/2022

  Swanson Health Products has implemented a temporary fuel surcharge to help reduce our losses in the increased shipping costs. All shippers have increased their shipping rates due to inflation and fluctuating fuel prices nationwide, all of which have not stabilized. The fuel surcharge is only temporary and will stop once things have stabilized. The fuel surcharge prevents us from increasing the base price of the items on our website by a larger amount than we already had to for inflation adjustment. This also allows us to not have to pass along the direct shipping costs to the customer like some other companies have done. Only orders that are over 1 pound in weight or shipping remote addresses within the contiguous ************* would have the applicable surcharge added to the order. The consumer was refunded $2.13 on August 8th, for the fuel surcharge and sales tax that was applied to it. It will take 1-2 business days for the refund to be reflected in their account.

• Initial Complaint

  Date:09/06/2022

  Type:Delivery 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.

  The company had a special on, a very good special and if you spent $25.00 you got free shipping. Then when I was completing my order I saw a surcharge for Standard Shipping$5.99 FREE + $**** fuel surcharge. when I called the company to explain, I was told by Din that it was a shipping fee. My question to him was, "How can it be free when there is a **** shipping few. He told me, at least it is not $5.99. So to me, it is either free or not. Can't have it both ways. Thank you so much for clarifying this for me.

  

  Business Response

  Date: 09/06/2022

  Swanson Health Products had a promotion for Up To 40% Off with free standard shipping ($5.99) on a $25+ merchandise order. The consumer did get free standard shipping applied, so the $5.99 fee for that was removed correctly. The free shipping offers would always apply to what the cost we list for the standard shipping is, and not for any additional shipping charges that *** apply. The $1.79 fuel surcharge would still apply to applicable orders that are either over 1 lb. or shipping to certain addresses. The fuel surcharge is a temporary additional fee we had to implement due to the large increase in shipping costs caused by the cost of fuel and fluctuating economy. Swanson Health reluctantly added this surcharge to help offset the much higher cost of shipping we are facing and to minimize the loss of profit that brings. Swanson Health felt it was in the best interest of our consumers to have a temporary fuel surcharge instead of increasing the cost of our products by a large margin. Our terms and conditions will mention the fuel surcharge as not being a part of the free shipping offers, which is also stated in the promotional emails, and on our website. This is only a temporary measure and will come to an end as soon as possible. If the fuel surcharge is still an issue for the consumer, they *** contact us directly to have it waived.

• Initial Complaint

  Date:08/17/2022

  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.

  I received vitamins that I didnt order the invoice said they were free,i called me company and they said they were hacked and offered me a label to return,about three days later received more vitamins that I didnt order,they changed my debit card 17 times from 1 dollar to 90 $ plus for a total of almost 700 dollars

  

  Business Response

  Date: 08/17/2022

  The consumers name, address, and debit card number were hacked from another source online, not with Swanson Health Products. The hacker used the consumers information to place fraudulent orders to ship to him as a test, which makes it look like a real account due to the required information matching for the debit card. Once the fraudster knew those cleared, they began selling on an online marketplace and placing orders under the consumers name, but shipping to other consumers that assumed they ordered from the company of the online marketplace directly. Several orders were placed before one of the recipients of these orders contacted Swanson and informed us of the situation on July 18th. I was unable to locate a phone call from the number the consumer provided in this case, therefore I am unable to verify when the consumer contacted us. Swanson flagged the account as fraudulent and blocked all new orders from being placed. Unfortunately, these orders made it through our fraud software because the fraudster knew all the consumers information to verify the card. Swanson Health Products and the consumer are both victims of this fraudster's actions. The consumer must contact their financial institution to report the fraud and it will be handled from there. Swanson Health Products is unable to assist further with bank fraud issues. 

  Customer Answer

  Date: 08/18/2022

   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.

• Initial Complaint

  Date:06/27/2022

  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.

  On June 20, 2022, I placed an order, but I never got a confirmation or a tracking number. My credit card has suddenly been charged $123.19 CAD. There hasn't been any word about my order in more than a week. They just charged me without even delivering my item, which makes me very angry. Swanson marketing messages have started flooding my inbox. Please make sure that going forward, I won't receive those emails. If your inability to fulfil my order. Please issue a prompt reimbursement.

  

  Business Response

  Date: 06/27/2022

  The consumer placed an order # ******** with us on June 18th, 2022, as a guest on our website. The consumer used a different email address this time (********************), which is where the email confirmation for the order was sent. The consumer should check their spam folder for that email address. As the consumer requested, I have removed the consumers email address from all emails we send as well. The order shipped on June 21st, with *** tracking # 1Z5690756858190443, which indicates it is in ****** currently at a *** warehouse for processing. A delivery estimate should be provided once processing at ***s warehouse is completed.  

• Initial Complaint

  Date:06/27/2022

  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.

  6/24 Added Nature’s Way Milk Thistle to the Swanson cart @ $9.79 for 60 caps. I chose Source Naturals L Lysine 200 caps. I saw that the price of the Milk Thistle changed to $10.49 in the cart. This amount vacillated between the lower and higher prices. I attempted to contact customer service from my cell phone, the call kept dropping. I called from another phone number, it rang busy. I called from my iPad and spoke with Faith, an off shore rep. She offered a $5 coupon for the inconvenience and transferred me to Holly, a US based rep. Holly said she would reimburse the expedited shipping charge and give me the $5 coupon. She took my shipping information and confirmed that she would place the order at the $9.79 price. The call dropped. I called back again, this time speaking with Rain. Rain said that they’ve been having problems with their system. She suggested that she refund the expedited shipping fee. I offered to add Natures Way Melissa Leaves to use Shoprunner instead of the free expedited shipping . She proposed switching the Source Naturals L Lysine 200 caps for two bottles of 100 caps at a total charge of $15 because the 200 cap bottle was out of stock. I gave her my credit card number and confirmed the shipping address. The e-mail confirmation that I received listed only the Natures Way products. The Source Naturals L Lysines are missing. I was charged $5.99 shipping! Today, June 25, I attempted to call. Every number I called had a truncated recording that stated "Goodbye" & disconnected the call. Able to get through to their store spoke with Josh. He said he would email them. Said he would call me back. He called back to advise that I have been blocked as a customer & he was told not to even call to inform me. I spent more than 2 hours on the phone in total, received a confirmation of an incomplete order, incorrect charges, then told I’m blocked as a customer. This company should not be permitted to conduct business.

  

  Business Response

  Date: 06/27/2022

  The consumer is no longer allowed to make purchases from Swanson Health Products and the consumer’s phone numbers are blocked from calling us. The consumer was warned that their actions may lead to us banning them if they continue, but the consumer’s actions continued, and we were forced to ban them. The consumer has been told repeatedly that we will not allow them to order with us anymore due to their manipulative actions to take advantage of our customer care representatives to get a lot of free services and items.

  Customer Answer

  Date: 06/29/2022

   I am rejecting this response because:I was never told anything about being blocked until I contacted their store. The salesperson was thoughtful enough to call me back, despite being told not to by Swanson. I have never encountered a business that functions and is permitted to operate the way this company does.  
  

  I’m the customer that everyone wants. Perhaps Swanson is not used to customers complaining about their prices changing from one minute to the next, from the time of being placed in the cart, then raised a few minutes later, or displaying one price and it going into the cart at a different price. Their customer service reps should not take credit card and shipping information, then leave items out of the order. The list goes in and on. Many complaints online about their business practices. Failure to refund money, incomplet or very tardy orders.  Swansons business license should be terminated.