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:04/07/2025

  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.

  I canceled my subscription on March 13th but was told that it was too late and that the product had already shipped. I tried to return the product and kept getting error messages and by the time someone replied back to me the 14 days for return was pass. Now I have another 14 days to exchange for a different product and I am having issues on the site and am going back and forth via email trying to resolve the issue. I have 7 days before the exchange date will pass and I will be left to keep the product that I no longer want.

  Business Response

  Date: 04/21/2025

  Hi ******, we're so sorry for the trouble you encountered with our Returns Portal. We see that you spoke to a few members of our ************* team via phone and email, and that they were able to help with your exchange. Your new order was marked as delivered on April 10th; if you haven't received your new products, please let us know. 
  
  We apologize again for the earlier inconvenience, and if we can further assist you in any way, don't hesitate to get back in touch.
  

• Initial Complaint

  Date:02/13/2025

  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.

  I ordered. Product from bonafide 3 month supply back in august. I used two months and request an address to return the 3rd one and all my emails coming back we are looking into. Finally I email them and told them t top ending emails and I dont want anyhing more To do with them. Since nothing more sent out in November I assumed this was closed and I was just out of th last box I told them I went back to doctor *** gave me estrogen cream. So I lost 1-3 of $****** and then I pd docto and perscription. Then I got an email taking they were sending out another 3 months told them no this was discontinued in ******* th put thru another 3 months thru my **** for ****** I had email there customer support and even with all emails the still sent out another 3 months

  Business Response

  Date: 03/10/2025

  Hi ********, we sincerely apologize for the inconvenience. Regarding your first order from August, unfortunately, we don't have any record in our system of communications from you related to this order. Were these emails sent from a different email address than the one we have on file for you? If so, will you please let us know so we can look into this further?
  
  That said, rest assured that you can always directly initiate a return in our Returns Portal (*****************************************************), as long as the return is within our policy.
  
  Regarding your more recent order, we see that you have spoken with our ************* team and that a refund for this order was issued on February 3rd. Refunds usually take 5-10 business days to fully process, so these funds should be back in your bank account by now. If you have not received the funds, we encourage you to contact your bank directly so they can help track the transaction. 
  
  Again, we're so sorry for the frustration this has caused. If we can provide any additional assistance or information, please let us know - we're always here to support you.

• Initial Complaint

  Date:12/26/2024

  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.

  My doctor advised me not to use the product. I sent the product back and they refused to refund me stating I didn't use their return label....ludicrous.Receipt is uploaded documenting me returning the items unopened.

  Business Response

  Date: 01/09/2025

  Hi ******, we sincerely apologize for the frustration that this has caused. We encourage every customer who wishes to return our products to use our Returns Portal (*****************************************************), as this allows us to thoroughly track returned packages and issue refunds accordingly. At the time that you contacted us, you did not provide us with a tracking number, so we were unable to provide a refund - though we see that you did upload a receipt containing the tracking number when filing this complaint.
  
  We would love to fully resolve this situation for you and issue your refund; however, it looks like you have disputed the charge with your bank. Unfortunately, our system prevents us from issuing refunds while disputes are active, but if the dispute is closed on your end, we'll happily refund the order for you. We see that a member of our ************* team has recently been in touch with you regarding this matter, but if we can provide further assistance or information, please let us know.

  Customer Answer

  Date: 01/09/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because.    Upon calling the company and because I did not fill out their form to return product with their label is an unsatisfactory response, especially since the product in question was mailed back to the company and a tracking number was provided. I am a 100 percent disabled Navy veteran. After receiving a negative response from your representative that my money would not be refunded I contacted my bank.   My bank has reimbursed me the monies and if you want to submit the monies to my bank to reimburse them for your lack of providing good customer service then do so. As far as Im concerned this case has been resolved.  Have a blessed day.   Answer Here]

   

   

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  ****** * ********
  
  
  
  
   
  

• Initial Complaint

  Date:12/12/2024

  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 purchased bonafide Revaree through ******. I used the first box less than directed, per the reviews and ordered another box, because things were going okay with the lower dose. Once I started using the product regularly I had an incident of terrible pelvic pain. When I stopped using the product the pain subsided. I considered having to go to the emergency room, but it was controlled within 12 hours. I never opened the second box.I contacted ****** with the problem and they said I needed to contact the manufacturer, which I did. I went through a very lengthy process with the manufacturer, answering a bunch of personal health questions, including weight, age and other data like batch numbers, etc, only to be told that because the product was sold via a second party (******) they would not refund or stand behind their product, since it is out of their control once ****** has it. I contacted ****** and they would not give me a refund either. I feel that this company should not be be selling via a second party if they cannot control whatever they need to keep this products safe. I also fee they should be standing behind their product. I was in a lot of pain. It has taken quite a while to work through this process. I have been traveling and also have lots of other responsibilities. The second unopened box is still on my desk and I feel this needs to be addressed and I am due a refund for both boxes.

  Business Response

  Date: 12/19/2024

  Hi ****,
  
  First and foremost, we're so sorry to hear that you experienced pelvic pain after regular use of Revaree! We take situations like this very seriously, and we appreciate you bringing this incident to our attention; rest assured that it has been shared with our medical department.
  
  We also apologize for the inconvenience regarding ****** and completely understand the resulting frustration. These orders were fulfilled by ******, meaning that they were packed and shipped from an ************************* rather than our usual facilities. Consequently, orders that are fulfilled by ****** follow ******'s return and refund policy - but rest assured that we fully stand by our products, and we're looking into this situation with ****** to determine why you were not initially offered a return/refund.
  
  We can confirm that both orders have been refunded, so you should be all set. If there's anything else that we can do for you, please let us know as we're always happy to help.

• Initial Complaint

  Date:11/04/2024

  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.

  My credit card was automatically charged $155.96 for a product that I did not authorize. It was not clear that, when I ordered the product initially, they entered me into a subscription. Additionally, they did not notify me in advance, that they would be charging me again. When I contacted them by email to cancel the order, they responded that it was too late. When I received the product, I went to the website to return it. They are only giving me a partial refund!!! I view this as FRAUDULENT. No notice was given that they were charging me. And, when I went to all the trouble to print a return label, drive to the post office to return something I didn't authorize in the first place, they are only partial refunding?

  Customer Answer

  Date: 11/05/2024

  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 and the matter has been resolved.
  
  Sincerely,
  
  **** *******
  
  
  
   
  
  

• Initial Complaint

  Date:11/06/2023

  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 received products I did not order and was charged $214.62 by **************** aka Bonafide Health on Oct 18, 2023. I received the products and returned the unopened box the next day. They told me they received the products but could not issue a refund because there was an open case on PayPal. PayPal told me the case was closed on Oct 20th and that this company was just trying to get out of giving me my refund. PayPal opened another case and reached out to Bonafide and has gotten no response. Bonafide is still refusing to issue a refund.

  Business Response

  Date: 11/14/2023

  Hi ******, we apologize for the frustration that this has caused. After looking into this from our end, we saw only one PayPal case had been opened (on October 19th), and it was not closed on the 20th. Usually, when a PayPal case is open, our system physically prevents us from issuing refunds; however, our team was able to find a way to override this block and issue yours. You should receive these funds back in your bank account in the next **** business days.
  
  Again, we sincerely apologize for the earlier trouble and hope this helps to clarify and rectify this situation. If we can provide any further assistance or additional information, please don't hesitate to let us know as we're always here to support you.

  Customer Answer

  Date: 11/15/2023

  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 and the matter has been resolved.
  
  Sincerely,
  
  *************************
  
  
  
   
  
  

• Initial Complaint

  Date:10/10/2023

  Type:Service or Repair 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 have cancelled this product and never had a subscription. Yet they continue to send it to me every 3 months. I then have to call, talk to customer service, have them send me a return label, then go to the post office and return the product again!!! This has happened several times. I have spoke with managers and have email stated that I have once again returned their product. At this point, it feels like harassment, and I want it to stop.

  Business Response

  Date: 11/01/2023

  Hi *******, we're so sorry for the frustration that this has caused as this definitely isn't the experience that we aim for. After taking a look at your account, we do see that subscriptions were created for Revaree and Ristela 3-Month Plans on October 8th, 2022; unfortunately, it appears you initially ordered 3-Month Plan subscriptions and not a one-time purchase. We can confirm that both subscriptions have been canceled, so moving forward, you should not receive any more products from us.
  
  Additionally - customers do have the option to initiate a return directly through our website (*****************************************************) rather than reaching out to our team. We do also see that the return shipping fee has been waived for your recent orders, as an apology for the inconvenience.
  
  Again, we sincerely apologize for the earlier trouble and hope this helps to clarify and rectify the situation. If we can provide any further assistance or additional information, please don't hesitate to let us know as we're always here to support you.

• Initial Complaint

  Date:08/31/2023

  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 contacted Bonafide Health on Satruday,July 29 at 1:46pm to cancel the order after receiving a notification that a new order was being processed. I was certain I had already canceled the subscription. I received a reply on Sunday, July 30, at 11:19am. Bonafide emailed a link to request a return label. According to **** tracking, the order was processed by Bonafide after I contacted them to cancel. The order was delivered by **** but placed in the wrong locker on August 3 at my apartment complex. I didn't actually receive it until several days later. I tried to print the label on 8/28, but the return link had expired. I contacted them via email and they sent another link to start the return process, but when I entered my order number, their site said "The return window for the item(s) below closed on August 27, 2023." I emailed again and they didn't respond. The box was never opened, but their policy states that a return must be done 30 days after the order, not 30 days after shipping or 30 days after receipt. And I didn't even know an order was being processed until Saturday, July 29, at which time I contacted them.

  Customer Answer

  Date: 08/31/2023

  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 and the matter has been resolved.

  After sitting on hold for quite some time yesterday, I finally used the *** Text option. The person who helped me sent me a link for a new return label. They said they would make an exception and share my feedback regarding their policies to their "leadership team". I appreciate that individual's willingness to assist me in returning an item that was shipped after I canceled my subscription, and that had been in my possession for less than 3 weeks still in its original packaging - never opened. 

  I went to my local *********** yesterday and returned the product. I should see my refund in about a week. 

  
  Sincerely,
  
  ***************************
  
  
  
   
  

  
  

• Initial Complaint

  Date:08/07/2023

  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.

  Dear **************** Representative, I would like to request a refund of $47.00 from the Company: Bonafide Health, for an order processed, send, and charged to my account despite that my account was previously cancelled. As indicated on my records, an email was received from the vendor on June 30, 2023, as a response/confirmation to my account cancellation request. As clearly explained on the email, the account was officially cancelled, therefore no further orders should be processed or send to me. However, a new order was sent, and received on July 5, 2023. Considering that the account was previously cancelled, the box was not opened or accepted and returned as received to the vendor through the ************* As a result, I am not responsible of this order and no charges should have been processed to my account. As mentioned earlier, I am only requesting a refund for the amount charged and have no responsibility for the item sent and return to the vendor the vendor as received.Please see the attached email communication with the vendor to confirm the account information and order processing. If further information is required to evaluate this claim/case, do not hesitate to contact me. Thank you for your time and support on this matter. Kind regards, *************************** E-mail: **********************

  Business Response

  Date: 11/01/2023

  Hi *****, thank you for your kind letter and we sincerely apologize for any earlier confusion. We can confirm that your subscription for Revaree was canceled on June 30th; however, the order that you received also was processed on June 30th, prior to the subscription cancellation. Canceling a subscription does not cancel any outstanding orders, which is why you still received the order the following week.
  
  We do see that a member of our ************* team issued your refund for $47 on August 8th, 2023, so you should be all set.
  
  We hope you find this information to be helpful, and if we can provide further information or assistance, please let us know. We're always here to support you.

• Initial Complaint

  Date:04/25/2023

  Type:Service or Repair 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.

  Purchased the item made it clear I wanted a one time purchase and subscription canceled. Was billed months later for a subscription and products mailed again, then told I could return minus shipping but had to wait ************************************************************************* the first place. They are basically holding my $100 hostage. Terrible business practice!

  Business Response

  Date: 11/01/2023

  Hi ****, we're so sorry for the frustration that this has caused as this definitely isn't the experience that we aim for. We do see that a subscription for a Revaree 3-Month Plan was activated on January 24th, 2023; unfortunately, it appears you initially ordered a 3-Month Plan subscription and not a one-time purchase.
  
  We'd also like to clarify our return policy, as it states that we can accept unopened, sealed products within 30 days of the purchase date; however, you do not have to wait 30 days before returning the product. This can be found on our website (*****************************************************), and we apologize for any earlier confusion or miscommunications.
  
  We do see that you experienced some technical difficulties with our self-serve return portal and a member of our ************* team offered to send a return label to you via email; however, we never received a response from you.While this is now outside of the return policy window, we'd be happy to make an exception for you and have just manually issued the refund. You should receive this within the next **** business days.
  
  If we can provide additional information or assistance, please let us know as we're always here to support you.