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:01/18/2024

  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.

  I asked the company to stop shipments after I received 2 shipments. They still kept charging additional 4 times after the initial 2 charges, even tho no additional shipments were made as requested. The problem seems to be once you give them credit card details, they seem to keep on charging, which they should not.

  

  Business Response

  Date: 01/19/2024

  Hello *******, 

  I appreciate your feedback regarding your most recent interactions with PRN and have looked into the matter closesly to try and resolve the issue. Firstly, it appears you are correct and have received two shipments from us with the most recent order processed in November 2023. With that said, you are on monthly pay in which the total amount of the order ($170.10) is broken up into smaller payments each month to make it more convenient for you regarding payment---this is an option you chose on the initial phone call on 08/15/23 when you spoke to a representative and is also the method from your first order in August 2023. In short, we are not charging you more for your order, but instead charging you monthly for the initial order from November 2023. 

  PRN stands behind it's customer service interactions and always strives for excellence in this category. We do apologize for any inconvenience this may have caused and would like to extend a courtesy refund to you for the most recent shipment from November 2023 ($170.10). All we ask is that you return any unused portion of the order to the address on the bottle. 

  Again, thank you for your feedback and we appreciate your business. 

  Customer Answer

  Date: 01/22/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********.

  What I was told on phone was different than what is in the response. PRN should use email documentation instead of telephone talk.

  I have about 9 capsules left which I can mail back in an envelope. Let me know. Thanks 
  
  Regards,
  
  *************************************

• Initial Complaint

  Date:11/13/2023

  Type:Order 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 eye doctor recommended  I use fish oil supplements from PRN to help my dry eyes. I was hoping to purchase one bottle of the *** ***** ******** softgels to see if it worked for me. However, PRN only sells the product via a recurring subscription, so I purchased the 1 bottle every 3 months subscription on 8/8/23 for $162 + tax, planning to cancel after 1 bottle if I didn’t notice any improvement in my dry eyes. After about 2 months, I didn’t notice much of an improvement to warrant the price of the product so decided to cancel. There wasn’t a way to cance my subscription online, so I assumed I would be notified via email before my next shipment was charged and offered a way to cancel or change the subscription. Well, this did not happen, and on 11/7/23 I received an email from PRN stating that I was charged $162 + tax for the next bottle and it was being shipped. The email says sale is final and no refunds will be issued. Deciding not to try to get my money back and simply wanting to cancel my subscription, I called the customer service number listed in the email (###-###-####) on 11/13/23. The person on the line transferred me to the department that would be able to help me with cancellation. However, I was on hold for about 10 minutes and then the automated system said the call was ending due to high call volume and that I should leave a message and someone would call me back. I left a message at that time, and also sent an email to [email protected] requesting help with canceling my subscription. The automated email response said that due to high volume to please allow 48 hours for a response. Not wanting to wait any longer to cancel my subscription, I tried again to cancel online. However, I wasn’t even able to remove my credit card from the account (this was my short term solution to stop any other charges from PRN until I could reach someone to cancel my subscription). It should not be this difficult to cancel. PRN has some very deceptive practices.

  

  Business Response

  Date: 11/27/2023

  Hello ******************,

  Thank you for providing detailed feedback in regards to your experience as we are always looking at ways to improve our customer service and policies. We currently and have always sold our *** as a one-time option if the consumer requests when speaking with one of our Product Advisors so I am sorry to hear that you were not aware of that when you made your purchase. Furthermore, after further review it does appear you were able to speak to one of our Retention Specialists on 11/13/23 and they were able to cancel your recurring shipments. We would never want to be perceived as deceptive and are reviewing our online policies to take into consideration the ability to cancel as well as other updates to progress our customer service. 

  In summary, if you are able to ship the product back to the address on the box or label I would be happy to refund you for the order. 

  Thank You. 

  Customer Answer

  Date: 11/29/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:
  
  I appreciate the company's response and offer to refund. However, in order for me to fully accept a response, I would need to know that the company will make changes to their website. If they allow customers to make a purchase online, then the customer should be able to cancel a subscription online as well. Additionally, if there is the ability to make a one-time purchase, it should be clearly shown on the website. If a customer can make a subscription purchase online, they shouldn't have to call to find out about the one-time purchase option. That is a deceptive practice! It deceives the online customer into subscribing instead of making a one-time purchase.
  
  Regards,
  
  *********************************
  

• Initial Complaint

  Date:09/09/2023

  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 placed an order on June 8, 2023 for $162.00. they stated that they would be registering me for auto renewal. I declined auto renewal and informed them that I was not interested in auto renewing at this time. I provided my credit card information for a one time purchase and asked them to NOT keep my credit card information on file. They agreed to these requests. Wed Sept 6th I noticed an unauthorized charge of $162.00 on my credit card. I called the company and was on hold for about 15 min when the automated system said that they would be ending the call due to high call demand and it asked me to leave a message and stated that a representative would call me back shortly. I left a detailed message and no one ever called me back. I called again and spoke to a rude customer service rep declined to transfer me to a supervisor. They finally agreed and told me that they would be transferring me to a supervisor whose name began with ****". They said that I may not get through to him and may have to leave a voicemail instead. They then placed me on hold; I hung up after 30 minutes. I sent them emails on Sept 6th requesting refund and a subscription cancellation. No response via email. I contacted my bank later that day. My bank stated that PRN had removed the charge. I expressed concern to my bank who then provided a list of strategies in the event the charge returned. One such strategy was that they encouraged me to send another email to PRN. I sent this email. Still never heard back. I checked my account today and the charge has returned. I contacted my bank who is now taking over and will work on my behalf to address these nefarious business practices. I made a ****** review and noticed others who had same complaint of fraud charges. I am also filing a claim because their tactics need to be stopped and because I am concerned they will attempt to charge my card in the future.

  

  Business Response

  Date: 09/20/2023

  Hi **. *************************** You for your feedback regarding your recent customer interaction with our company. We apologize for any negative experience you have gone through and have sought out ways to remedy what we could in the present time. After further review it appears you were refunded in full for your order as you stated and that will reflect on your banking statement. Additionally, your account is closed with us so you will no longer receive any future orders or be charged for any orders going forward. 

  If there is anything else we can do to assist you please don't hesitate to reach out to us directly. 

  Thank You, 

  PRN

• Initial Complaint

  Date:08/15/2023

  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.

  August the 9th. PRN build my. bank account. $1,155.00. This was an unauthorized billing.. I called PRN Thursday August the 10th and asked to have the $1,155 hold. on my bank account released immediately. PRN said I should wait 2--4 business day for the hold to fall off. I pointed out that we were speaking on a Thursday. Since Saturday and Sunday are not business days, I would be without money until at least August 15. That is not acceptable! PRN said they would issue an immediate credit to offset the hold. They did not issue the credit. PRN said they would give me $50 by the close of business Friday to compensate me for the "inconvenience." As of August 14th at 6:00pm CST, I do not have $50 from PRN. I wouldn't matter anyway since I have overdrawn and $50 will not clear the overdraft. I explained that the illegal $1,155.00 hold caused my bank account to go into an overdraft situation. That meant I had no money to spend. I explained that I have a family of five to feed, and I could not do that without access to money that was in my account. Additionally I am unable to purchase prescription medications. I have 0 pills remaining. I had an important business meeting I was unable to attend because I could not purchase gasoline. The meeting could not be rescheduled. I called PRN on Friday August 11th. I was assured my case had been expedited. Later in the day Friday PRN called me and said my case had not and would not be expedited. My bank can do nothing to mitigate the situation since the $1,155.00 is a hold. I am being assessed NSF fees that I would not be incurring without the $1,155.00 illegal hold. PRN's response is reprehensible! I need medicine. I need food. I need gasoline. I need money. I cannot wait until this illegal hold falls off. What do I want? I want PRN to give me $1155 immediately. I want PRN to reimburse ALL NSF fees.

  

  Business Response

  Date: 08/28/2023

  Hello ************************, 

  We apologize for the inconvenient the billing has caused and have moved swiftly to correct the issue. According to our records, we have issued a credit for $1,155 and an additional $50 for any/all overdraft fees on 08/10/23 at 12:13p.m. On our end we submit the amount and process it then your financial institution releases those funds to you within 2-3 business days as you stated. At this point, you should have received the $1,155 and $50 clear in your account. If you have not please reach out to us. 

• Initial Complaint

  Date:02/09/2023

  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.

  My doctor prescribed me vitamins that are only sold by this business. I have been using their products for several years. Per their website instructions, I created an account to include payment method and recurring shipments.I have attempted on several occasions to stop automatic shipments and payments as they do no suit my needs and my vitamin requirements vary. There are no options to cancel payments or even delete my credit card from my account to prevent this automatic payment and shipping of their product.I suspect this is also an issue for many others trying to do business with this company and it seems like an illegal business practice to prevent account holders from making these adjustments to their own account.

  

  Business Response

  Date: 02/16/2023

  Hello ************, 

  We are very sorry that you feel this way as we always strive for excellent customer service at PRN.

  Per our terms and conditions, which are accessible on our website and also included in each shipment delivered to our customers, we ask that any changes to your account be made via phone call prior to the shipment processing. The most recent contact we have for you related to the most recent order was on 02/9/23 which unfortunately was after the shipment processed on 02/6/23. We are fully capable of stopping automatic shipments as long as it occurs prior to the order shipping. Additionally, in an effort to inform our customers of future orders processing, I see that we made a reminder phone call on 01/26/23 to the number we have on file for you to alert you of the order processing in the coming days. 

  As always, we are always looking to be innovative and service our customers to the best of our ability so we will certainly take your recommendations regarding our website into consideration. 

  Thank You, 

  PRN