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:11/06/2024

  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 purchase this product called Feel Free. On the website it says if I enter a location that doesnt have any, take a picture of the empty case and send it in. The website asks for you to email them the picture along with the name and location of the store. The first time I entered in a store that was on the store locator and store doesn't sell them at all. I provided proof that it was on the store locator along with proof they didnt sale the item and was told I couldnt get the free case because they didnt see it on the store locator even though my screenshot was the address of the store on their website and it showed the address. The second time I went into a store and the case was empty so I did exactly what the website said to do yet again. I sent in the picture and got the same response from the same woman stating I couldnt get my free case because they have already filled the case. Mind you it took days to even get a response and the initial response was they was going to send someone out there, which that took days as well. I provided my proof that when I went in it was empty and the lady at the register said the shipment was stuck in another city and wouldnt be there for a week and a half. The company proceeded to to tell me I still couldnt get the case because they now have them in the store. No where on the website does it say if the case was filed after you left then you cant get the free case. It says verbatim If you visit a store listed in our store locator and find our product out of stock, wed love to hear from you! Please email us at ***************************** with the store's name and address, your mailing address, and a photo of the empty display case. As a thank you, we will send you a FREE CASE of our tonic! I told them I would report them to the BBB because if thats the case then that is false advertisement. They responded the BBB didnt matter and there would be nothing the BBB could do to change their mind. So I wanted to report them

  Business Response

  Date: 11/10/2024

  Dear customer, 

  Our free case offer is valid and in fact, we've sent you a free case just a few months back when the claim was valid and the store was indeed out of stock. Attached is a photo showing us sending you the free case code. 

  Please note we do not send a free case if a store has an empty display case and only when a store is out of stock. The store you reported was restocked less than 2 weeks before you reported it and we asked our distributor to visit the store to verify the store was indeed in stock. A photo was sent to you to confirm that as well. 

  Attached is our order history of the store you reported on Oct 22 as out of stock. The store was last restocked on Oct 14 and we visited on Oct **************************************** fact, it's Nov 10 today and the store still has not contacted us to request to be restocked. 

• Initial Complaint

  Date:10/08/2024

  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 did not order this product. It was charged to my card.

  Business Response

  Date: 10/14/2024

  The order is placed on September 30 and delivered on Oct 3. The photo in the complain is a packing slip which comes with the delivery with the order. If the order was placed by mistake, please return to us for a refund. Here is the tracking showing  it's delivered: 

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

  Attached is the order history. 

  If youd still like to return the product, please ship any unopened bottles back to us at the following address within 14 days of receiving your order. According to our return policy, we cannot accept returns after 14 days of receipt.
  
  Att: Returns Dept
  ***************
  Suite B
  ********************** US
  
  Once we receive the returned product, we will refund your order less the shipping.

• Initial Complaint

  Date:02/16/2024

  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 December 22, 2023, I received an email confirming an order (order number ******) was placed for a 12-pack case of "feel free classic tonic" (an apparent auto shipment) and was billed $112.62. On January 21, 2024, I received another email confirming another order (order number ******) had been placed for a 12-pack case of "feel free classic tonic" and was again billed $112.62.Neither email included a return policy. I requested to be unenrolled from any auto-shipment program and advised that I would return both unopened orders (as the website does not include a specific return policy). I took both unopened cases to the post office where the shipments were marked as refused and returned to the original sender. I provided the company with the tracking information as order information. **** delivered the orders to the original sender on February 3, 2024, and I have been refunded for order number ****** (January 21st order) but the company has stopped responding to requests regarding order number ****** (December 22nd order). The company offered no solutions, has not refunded me, nor has the company explained why I have not been refunded. Ideally, I would like a refund for the unopened order that was returned to the company on February 3, 2024.

  Business Response

  Date: 02/16/2024

  Dear customer, 

  We have a ****** refund policy. You didn't contact us within 30 days for your first order for a refund. You can find our refund policy on our FAQ page. 

  Customer Answer

  Date: 02/21/2024

  I am rejecting this response because:   Prior to filing my complaint with the BBB the website did not state a specified number of days in which the item needed to be returned nor was any direction ever given in any of the email responses when I requested to be removed from auto-ship and asked for direction in returning my product. After asking for a status on my refund, I was asked, not advised, if I had sent it back within the 14-day return window. After filing a complaint with the BBB I received a response from the company that I would not receive a refund due to not returning the product within 14-days. However, the company stated to the BBB and updated their website to state that there is a 30-day refund policy. I am rejecting this response because this company has clearly not yet formed a consistent return policy. There has also not been a proposed settlement now that they are refusing to provide a refund and they now have the product back in their possession. 

  Business Response

  Date: 02/22/2024

  Dear customer, 

  As all other food and supplement companies, we do not accept returns. However, if a customer wants to receive a refund, we'll make an exception request them to return the product to us for disposal before we release a refund. We also have a 30-day refund policy that you must contact us within 30 days from your order date to request a refund. Failing to do so would disqualify you from receiving a refund. The same refund policy is also used by Amazon. 

  Customer Answer

  Date: 02/22/2024

  I am rejecting this response because:   I received an order on December 26, 2023 and contacted customer service on January 21, 2024 requesting guidance for removing myself from auto-shipment orders and on returning a previous order. I received a follow-up e-mail stating that I could remove myself from future auto-shipment order BEFORE the next order date. No guidance was given on how to return my orders or a timeframe. On January 21, 2024 the Refund policy on the website stated, "To submit for a refund, please email us at *********************************** We will notify you once we've researched your inquiry, and let you know if the refund was approved or not. If approved, you'll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund to your account." On January 21, 2024 when I emailed to submit a refund I was never once told of a14-day refund policy, a 30-day refund policy, or that your policy was just like Amazon's in terms of food and supplements. It was only after I sent my product back to the warehouse and contacted your customer service department requesting an update that I was ASKED if I returned the product within 14 days. After that all communication stopped until the BBB was contacted. I fully understand that there should be a window for when a product can be returned, and had your refund policy stated 30 days on January 21, 2024 when I reached out for guidance, I would have respected the policy and understood that I waited too long. However, I should not be punished because the business failed to post, or specify, a window and timeframe for their refund policy. Many refund policy's are 30, 60, or 90 days. Some, like 1stPhorm however, are a lifetime. As a consumer, I don't know if it isn't posted. And if I don't receive direction when I ask how to get a refund, I am going to follow the posted refund policy (as the policy was posted on the date of my request). Hopefully the business can be understanding that as a consumer, I am at the mercy of the information the business provides. The business can hopefully look at this as a learning experience and realize that ok, this policy didn't work, now we need to be more specific. If one person interprets it this way, many others will as well. I don't mean to be argumentative, but I am also a small business owner and I only followed the return policy as it was posted. I would like to continue to request my refund and wish your business the best.

  Customer Answer

  Date: 02/24/2024

  After further reflection, I am in compliance with the stated refund/return policy. In their communication, the company stated that for a refund the consumer must make contact and request the refund within 30 days. The order was processed on December 22, 2023 (I received it December 26, 2023 and I contacted the business on January 21, 2024 stating that I would like to send the product back and receive a refund. The business did not state that the product must be received by the warehouse within 30 days, but that contact must be made. With this being the company's stated return/refund policy, my return meets their stated guidelines (based on their last communications). 

  Business Response

  Date: 02/27/2024

  Refund has been issued for the Dec 22 order.