Complaints

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

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  Vitauthority

  500 Commerce Dr Quakertown, PA 18951-3730

• 

  Vitauthority

  500 Commerce Dr Quakertown, PA 18951-3730

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:11/16/2024

  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.

  This company claims to offer a money back guarantee on its products for any reason. I found the item to not be effective in the claims it made and requested a return on 11/5/24. The company has not responded to my request and I would like a refund. After encountering my issue, I read several online reviews where other customers faced the same challenges with the company not responding for returns so I wanted to file a complaint here.

  Business Response

  Date: 11/20/2024

  Good evening!

  Please find the attached screenshots of the refund made in belhalf of this customer. Please also note yesterday was the first time we ever heard from the customer via email or phone, etc... as indicated by the 3rd screenshot. In Gorgias it will show calls, emails, ******** comments, etc... 

  Thank you!

  ***** ******

  Customer Service Supervisor

• Initial Complaint

  Date:10/09/2024

  Type:Delivery 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 have a monthly *************** card was charged September 12, 2024 and I have yet to receive my order.I emailed and was told I would get a tracking number but never received it.I have since emailed and have gotten no response.I am still waiting on my product even though they charged my credit card

  Customer Answer

  Date: 10/15/2024

  Hello. I did finally receive my order but only a month after they collected my payment. This was the second time this has happened. I have since canceled my subscription with this company and will no longer purchase from them.

  again- communication with them was limited and their phone number has consistently said they were closed even during business hours. 
  

  thank you

  Business Response

  Date: 11/11/2024

  Good afternoon!

  I am the new contact for Vitauthority complaints. ******* left the company several months ago. I apologize for the lack of resonse due to this change in contacts for Vitauthority.

  Would you be willing to send over the complaint to my email at ******************************** please?

   Thank you! Talk with you soon!

   

  *****

  CXP Supervsor

  Business Response

  Date: 11/11/2024

  To Whom it may concern!

  First of all I want to apologize for the delay in reaching back out to you! The point of contact on this account left the company and I just heard of the issue this morning! I will now be the point of contact for resolving all complaints.

  When the company was re-structured and the point of contact left, a lot of other changes happened including warehouses, systems, shipping carriers, etc...  The original order was delayed due to these events. The customer reached out to us on October 1st and after verifying the customer's address, our representative sent a replacement of the order on Oct. 10th. The shipment was delivered on October 15th.  Please see the attachments.

  If there's anything else I can provide, please let us know.

  Thank you!

  *****

  CXP Supervisor

   

• Initial Complaint

  Date:09/17/2024

  Type:Delivery 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 ordered from the company one month ago. They guaranteed delivery within a week. They still haven't shipped the item which is roughly $50. They did however have no issue taking my money.

  Business Response

  Date: 09/17/2024

  Dear *****, 

  We sincerely apologize for the inconvenience we caused you.  This is not who we are as company.

  We recently went changed our shipping systems, and at the same time, physically moved our warehouse.  Unfortunately, we are finding out that some customer orders were affected by it.  Can you please provide me with the order number or your online receipt? 

  We would like to make this right with you.  We believe our products are designed to help everyone achieve the best version of themselves, and now we are working to correct some of these unintended consequences of these systems and location transition. 

  Best Regards, 

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

  Customer Answer

  Date: 09/23/2024

  [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 ********. They did finally ship out my order. 
  
  Regards,
  
  ***** *********
  
  

• Initial Complaint

  Date:01/13/2024

  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.

  They changed my c.c. fir a program and product that I had canceled months before. I sent spoken to customer service canceling it all because I was allergic to the product, I can not use any of it. They went ahead and charged me few months later for renew which of course I did not authorize because again, I would not because I am allergic. They did refund the membership but refuse to return the refund for thr product. Which was returned! At the time I did not know I could not put return to sender, I just wanted to return it asap for my money.They offer to send it back to me which again I can use!! Alls I want is my money returned and them held accountable for using my c.c. for something I canceled.

  Business Response

  Date: 01/16/2024

  Hello,

     We are sorry to hear about this issue and as you can see we have done everything possible to make the situation right with you by issuing a refund on your membership as well as offering a return on the product ordered. Our return instructions are very clear and our refund policy is prominently listed on our website (*************************************************************) - it clearly states that we are not able to refund or process packages that are marked 'RETURN TO SENDER'. We have offered you a partial refund and/or store credit as well. Again, we are truly sorry for the inconvenience and we have done everything in our ability to rectify the situation. 

  Regards,

  *******

• Initial Complaint

  Date:01/11/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 paid for 2 orders they are only sending me one. They basically stole ****** dollars from me. They said because its late they would give me 50% off another order as a gesture. Little did I know I paid again but they just are keeping my money with no product for the first order I never received .Its robbery and I will not let this go. They send the same generic message each time that makes no sense oh we gave u 50% off for another order ?? Big deal where is the first order I paid ****** for. I will never let this go until its resolved .

  Customer Answer

  Date: 02/07/2024

  I have never received my money the lady hung up on me because I said do I have to get a lawyer involved. They kept my ****** for an order I never received . They said u can have 50% off another order which I took thinking well I still have to get the original since I paid for it! I never got the product or the money! They basically said to bad . 
  *************************

• Initial Complaint

  Date:10/24/2023

  Type:Product Issues
  Status:

  UnansweredMore 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 a fiber supplement from this company on 10/18/23. I hoped it would help with digestive issues as it claimed, but instead I had a reaction to it. I contacted the company and they refuse to refund my money. They claim that they only allow one return per customer and i had returned something years ago. Their policy says 60 day guarantee and its misleading because they don't honor that. In reality, you are only allowed one return, which will cost you $10 for a label and a 15% restocking fee. They claim its ABUSE of their return policy even of you haven't ordered in years or your return was years ago. That makes no sense and its quite costly for the consumer. I'd stay away from this company, they only want your money. The 60 day guarantee is a lie and it'll cost you more in the long run to return it. Buyer beware!!!

• Initial Complaint

  Date:09/28/2023

  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.

  I ordered several products on the Vitauthority website that had a 60 day money back guarantee. When I contacted them about returning a few of the items I'd ordered for the guarantee, because they didn't work for me, the company told me that international orders are non-refundable. And since they're in the US, they consider Canada as international. I'm upset because their user experience is completely misleading. When I'm on the site, there is a pop-up that shows that I'm in Canada (which they detect via my IP) and shows that pricing is shown in USD. The products I purchased still had the "60 day money back guarantee" badge and language on them. Under the guarantee it says "If for any reason you decide this product isn't for you, we offer a 60-day money back guarantee. (But we know you'll love it)". All they have to do is add in fine print below that this does not apply to international orders. But they don't do that. It's very misleading. In their return policy, at the bottom of a very long and detailed page, they say "All sales are final on all international sales and no returns or refunds will be considered. Items seized or lost in customs are deemed the customers responsibility and damaged packages are the only packages that will be re-shipped." But I'd argue here, it doesn't say anything about not honouring the 60 day guarantee. They either need to remove the 60 day guarantee badge and sections when a user isn't shopping from the US, or they need to add simple text to the guarantee section that shows on the product page, that it doesn't apply to orders outside of the US. But we all know why they don't, because that would decrease their sales. I can provide you with the order number, items that had the 60 day guarantee and all email communications I've had with the company. I'm looking to get the $200 USD I spent on items with the guarantee refunded back to me.

  Business Response

  Date: 09/28/2023

  Vitauthority offers same or next day shipping on all international orders, duty-free with all customs and import taxes prepaid. Our terms and conditions are clearly displayed on our website and are available to customers during their ordering process - ********************************************** .

  While we will do our best to offer solutions to international customers that are dissatisfied with their order, we are not able to process returns or refunds on international shipments as per the International Shipping Policy and International Restrictions. 

• Initial Complaint

  Date:08/03/2023

  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.

  I emailed Vitauthority more than a month ago to cancel the subscription service and let them know that I could not access my account. They did not respond. They charged my card this week and told me I needed to have cancelled more than 24 hours ahead of time. When I sent them a screenshot of the email from June 6th and forwarded the email chain, they said they have no record of that email and that I can return the product. The issue is the restocking fee. After notifying them on June 6th to cancel, they are charging me a fee to return an item that should not have been sent. I've gone back and forth with their customer service over 15 emails and they just give me the run around. Can you help?

  Business Response

  Date: 08/03/2023

  Hello, 

  We have checked all our inboxes and was unable to find any requests for cancelation of a subscription from the customer. We have offered a full refund for the customer in good faith once product that was shipped out this week is returned. 

  Thank you,

  Vitauthority 

• Initial Complaint

  Date:06/26/2023

  Type:Product Issues
  Status:

  UnansweredMore 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 made a purchase on vitauthority.com for $131.07 . Their guarantee is If you dont like the product send it back within 60 days get a full refund, they also deduct a 15% return fee. Thats fine I get it. But because I sent the product back in a box I paid for, and not a padded envelope they charged me $10 because I used a box. Thats not right or fair

• Initial Complaint

  Date:10/11/2022

  Type:Delivery 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 ordered 3 bottles of a supplement from Vitauthority for the first time a few days ago. I received the items yesterday and the inside protective seals have been tampered with. I called CS and received a very rude representative. I was told several times its ok to take the product. I do not feel its safe and should not be told to its safe to take the product.