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Business Profile

Vitamins and Supplements

Bonafide Health, LLC

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Vitamins and Supplements.

Complaints

Customer Complaints Summary

  • 14 total complaints in the last 3 years.
  • 5 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:04/24/2023

    Type:Product Issues
    Status:
    Answered
    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 April 15, I received an email stating that $135.14 was charge to my credit card by *********. I did not authorize this charge and attempted to call them to dispute. I was unable to reach them by call, so I texted them. This is our correspondence from that text. Good morning, I did not authorize you to charge my credit card for this purchase. I do not use your product and havent use it since last year. I am requesting a refund put back on my credit card. I dont live at that address either.Please advise how I can get refunded.Order # ********** ** ******** ** ** *** ************* **** ** ********************* *** ** ***** ** ***** *** **** **** ** ********* *** *** **** **** ***** *** ** ** *** **** ** **** *** *** ***** ** * ****** ** ******* ***** * ***** **** ************** *** ******** ** **** **** **** * ************ *** ********* *** ******* ** **** *** ***** **** ******* **** * **** ******** **** ************ *** *** **** *** ** ******* ****** ********** *** ****** ** *** **** **** **** **** ** **** * ******* ************ ** * ******* **** * **** *** ** **** **** ***** ** ***** *** **** *** ** **** **** ****** ** **** ** ** ******** ** **** ****** ***** ** **** ***** ** *** ** **** *** ** *** ********** **** ************ *** ***** ***** **** ** ****** *** ***** *** *** **** ******** **** *** **** *** ** ** ****** **** ****** ****** ** ** *** ******* **** ********* *** *** ******* ** ** *** *** ** **** ** *** ***** ******** * ****** *** * ****** ** ***** ***** *** * **** ** *** **** *** ** * **** ********** **** **** ******** ******* ** **** *** ***** **** *** ** * **** ********** ******* **** **** ***** ******* **** **** * ***** ** ** ** **** **** ** ** *** ******** * *** **** ** ***** ****** ** ******** * ****** *** *** **** **** ** **** ** ************* *** *** ******* **** **** *** ** *** ******* **** *** ****** **** *** ******* *** **** ******** ** *** ** ** ******** *** *** ** ******* **** ***** **** ****** ** **** *** ***** ******* *** ******** ** ******* ****** ****** ****** **** ** *** **** ** ****** ******* ******* *** ********* ****** ******** ****** ** **** ** *** ******** ***** ** **** **** ** ******** * ******* *** *** ** ** **** ********************************************************* *** ******* **** ** ***** ******** ** ******* ** *** **** ******** * **** ****** ****** * ***** ****** ******** **** **** ** ****** ** **** ******** **** ** ******** ** ******* ***** ***** *** ******** **** *** *** ****** ** ***** ******** ******* ****** ***** ** ** ** ******** **** *** **** ** ****** ** **** **** **********

    Customer Answer

    Date: 05/18/2023

    Better Business Bureau:

    At this time, I have not been contacted by Bonafide Health, LLC regarding complaint ID ********.

    Sincerely,

    *****************************

    Business Response

    Date: 11/01/2023

    Hi *******, we're so sorry for the inconvenience. We're also sorry to hear that you were unable to reach us by phone, as we do have a phone line available Monday-Friday, from 9:00 AM-6:00 PM EST.

    We do see that, after our ******** Care agent provided the return instructions for you, we never received a response from you as to whether the mail forwarding was successful/you received the package to your new address, and a return was never issued. Instead, a dispute was settled with your bank and you have since received a refund.

    Moving forward, you should not receive any more products from us since your subscription was canceled; however, if we can provide any additional information or assistance, please let us know.

  • Initial Complaint

    Date:04/19/2023

    Type:Product Issues
    Status:
    Answered
    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 opened an account with ******************** and signed up for monthly delivery. After a number of months I had stock piled product, so I went on line and cancelled the account. Within a day someone at the company set up another account under my information with a letter off on the email, so I receive no notification until I saw a payment come out in Feb., for a product I didn't order, wouldn't use and did not authorize. I went through their complaint process, returned the product unopened. They charged me a $7 restocking fee for something I didn't order and they say I did. Today while balancing my account, I saw they took another $136.08 out of my account, (I had cancelled my debit card, but the credit union set me up without my knowledge on some update card info to merchants, and they got my number again). Went online. They determined there was a second account set up under my profile with different email. Say I need to send back product, they will take processing fee and give me refund. WHY do I have to do that for their mistake? I had to cancel my debit card AGAIN, major interruption on how I get money, and take time to jump through their hoops for their mistakes.

    Business Response

    Date: 11/01/2023

    Hi *********, we're so sorry to hear about your unsatisfactory experience as this isn't what we aim for.

    We would like to note that members of our team cannot create accounts linked to customers' credit cards unless they are assisting a customer over the phone who is giving the information live, as payment information is not stored within our system; therefore, there is no way that a member of our team could have created the second account. We also see that the second account and subscription were created in October 2022, prior to the cancellation of the other subscription/account.

    As a result, we did need to follow our standard return policy, which is outlined here (*****************************************************). However - while this is now outside of our return policy window, we'd be happy to make an exception for you and issue you a refund for the last order. You should see this back in your account within the next **** business days.

    Again, we're so sorry for any earlier frustration and hope you find this to be helpful. If we can further assist you in any way, please let us know.

  • Initial Complaint

    Date:01/30/2023

    Type:Sales and Advertising Issues
    Status:
    Resolved
    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.
    Bonafide processes "auto renewal" subscription fulfillment without notifying existing customers, and does so on the weekend. By conducting their business this way, the customer can not cancel the order because by Monday AM when you contact the company, the order has "been fulfilled." This deceptive practice was going on last fall when I contacted the company about their "auto subscription" (since they didn't have my updated address on file) and I was told by customer service their recent upgrade took their notification feature offline. I Was assured I would be "pre notified" going forward but was not. I am now expected to receive a package I do not want and spend $5 on a "processing fee" to send it back. This is an unacceptable resolution and Bonafide has lost me as a long time loyal customer because of this. I would like the $5 charge to be reversed on top of the product cost. I would like a full refund. Thank you.

    Customer Answer

    Date: 02/24/2023

    Better Business Bureau:

    At this time, I have not been contacted by Bonafide Health regarding complaint ID ********.

    Sincerely,

    *********************

    Business Response

    Date: 11/01/2023

    Hi *****, thank you for this feedback and we sincerely apologize for your unsatisfactory experience. While a system update at the beginning of last year did require us to disable our reminder emails, please know that we are working to implement these again in the future.

    After taking a look at your conversation history with us, we do see that, in October 2022, you were notified that you would receive an order confirmation via text or email for an upcoming replacement order. However, in the same conversation, it was reiterated that the subscription reminder emails were deactivated. The ******** Care agent who assisted you provided the date of your next order, as well as instructions for skipping an upcoming order or changing your order frequency if needed; this is why you did not receive a reminder ahead of your next order.

    We do see that a refund was issued for your last order, and that your subscription was successfully canceled. We've also just issued you a refund for the $5 return shipping fee that was withheld. This should be back in your bank account in the next **** business days.

    We hope this information is helpful, and if we can further assist you in any way, please let us know. We're always here to support you.

    Customer Answer

    Date: 11/07/2023

    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.

    Please note I am accepting this response with the expectation that my refund will be processed as detailed in the attachment above. 

    Sincerely,

    *********************



     


Bonafide Health, LLC is NOT a BBB Accredited Business.

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