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:05/18/2025

  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.

  Online sales adds another item to your cart: Free Unlimited Return for Store Credit or Exchanges Valid in US. $3.73 This shows up unexpectedly and I imagine they are making a lot of fraudulent money this way. I called immediately and the recording said they'd get back to me in 3-5 days, which is unacceptable.

  Business Response

  Date: 05/27/2025

  Hello,

   

  We are sorry for the confusion regarding this charge. As our agent Emily explained via email, it is our ReDo shipping insurance which covers lost packages, as well as returns or exchanges if an item isn't right for you. Emily issued a refund for the charge on 5/20/2025. Depending on your bank, the return can take up to 10 business days to process.

   

  Thanks,
  *******
  Customer Support
  Thank you for contacting Customer Support for Nutricost. Any purchases of Nutricost products or services and any communications that Customer Support provides to you electronically are governed by the Nutricost Terms of Use and Privacy Policy. Statements made by Nutricost have not been evaluated by the Food and Drug Administration and Nutricost products are not intended to diagnose, treat, cure, or prevent any disease. You should consult your physician before beginning any health/wellness program, exercise regimen, changing your diet, taking any dietary supplement, or using any information provided by Nutricost. 
  

• Initial Complaint

  Date:12/30/2024

  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 placed my order for $169.67 in supplements on November 27th 2024 and that is over a month ago as of todays date. The original shipments said it was shipped out on 12/04/2024 from Nutricost warehouse. On 12/09/2024 the package said it was at my local post office out for delivery. By 12/12/2024 my local post office had not delivered the package so i went to my local post office to ask for the package. The local post office said the package had been lost and never mad it to their site. On 12/16/2024 i tried to call Nutricost at their phone number they have listed on their website ###-###-#### and this is not a working phone number (Feel free to call it for yourself) to try to get a replacement package sent out as i paid extra for their package theft and lost protection at checkout when i made my purchase. Because their phone number on their website is a non-working number i emailed the company at ********************* on 12/16/2024 explaining the entire situation and provided the order number. Someone emailed me back the next day and said i needed to file a claim on their website so i did that on 12/18/2024. On 12/19/2024 Lizzie a customer support manager emailed me saying my package was still on the way and if i haven't seen the package move by 12/23/2024 to email her back. I immediately emailed her back and told her the local post office told me the package has been lost and that most of the order was Christmas gifts and to please resend the new package that i paid extra money to insure. She never responded and since them i have sent 5 more emails to her and the company with no response. I have also messaged their business Facebook page multiple times with no response. I have never had to work so hard to try to receive something i purchased and purchased additional loss insurance for. This is a shady way of doing business and this company clearly does not want to help its customers. Someone at this company needs to be held accountable and make this right.

  Business Response

  Date: 01/07/2025

  Hello,

  We are very sorry for the frustration with your delayed order. I checked on it and I see that our agent Candice has set up a replacement for you and it is already on the way. Here is a direct link to the tracking. It should be delivered on Thursday.

   

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

   

  Thanks,
  Lorelei
  Customer Support
  Thank you for contacting Customer Support for Nutricost. Any purchases of Nutricost products or services and any communications that Customer Support provides to you electronically are governed by the Nutricost Terms of Use and Privacy Policy. Statements made by Nutricost have not been evaluated by the Food and Drug Administration and Nutricost products are not intended to diagnose, treat, cure, or prevent any disease. You should consult your physician before beginning any health/wellness program, exercise regimen, changing your diet, taking any dietary supplement, or using any information provided by Nutricost. 
  

• Initial Complaint

  Date:04/09/2024

  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 bought this creatine a month of two ago, its been in my pantry ever since in a house that is at 70 degrees with an entire house dehumidifier and its bad, it went bad, smells like fish they wont exchange or reimburse because it was opened you tell me how moisture gets in and makes a supplement I put in my body that could cause harm if its bad you tell me how it got moisture in there unbelievable a health company wont make it right.

  Business Response

  Date: 04/11/2024

   Hello,
  
  We are sorry to hear that the product did not work out for you! We can't send a replacement, but we would be happy to accept a return. Please follow the directions below:
  
  A) Send back ALL of your used bottles and any other bottles you may have purchased in a resalable condition. The money-back guarantee is good for 1 used bottle + all other bottles in a resalable condition.
  
  B) For your protection we recommend using DELIVERY CONFIRMATION. Please also keep your return's Tracking Number until you have received your refund confirmation email at the end of the process.
  
  All returns should be sent to:
  
  Returns Department
  1551 S 400 E #2
  *************, ** 84003
  
  C) You MUST include a copy of the order number. We CANNOT process a refund for the product without this number.
  
  Upon delivery of your package please allow 7-10 business days for your refund to post in your original form of payment. 

• Initial Complaint

  Date:01/25/2024

  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.

  On 1/17/2024 I purchased the supplement Nutricost DIM for $16.94. I have taken a higher dose of DIM for approx. 5 years but my regular brand was out of stock so I purchased the Nutricost brand. I took this supplement for 3 days and for 3 days I experienced migraine level headaches as well as severe vomiting. I stopped taking this supplement and the side effects immediately subsided. Through the retail business (Amazon) I requested to return/refund the supplement. I was denied a return due to the manufacturers (Nutricost) request. I was told I needed to contact Nutricost directly and request assistance with a refund. I contacted Nutricost on 1/22 and 1/23 and received no response of any kind. I am filing this complaint due to the extreme side effects related to this supplement that are not listed on the bottle and are not listed on their product listing on the retail website to let the consumer know their supplement has potential to put a person in the hospital. I am filing this complaint because a company selling products that can cause such bodily hard should urgently be responding to their customers concerns. I expect a full refund for this dangerous supplement.

  Business Response

  Date: 01/26/2024

  Hello,

  Unfortunately we have not received any contact from this customer. Attached is a screenshot of our search based on her email address which shows no results in our software. We would be happy to accept her return for a refund per our money back guarantee. The details on that process are below.

  
  A) Send back ALL of your used bottles and any other bottles you may have purchased in a resalable condition. The money-back guarantee is good for 1 used bottle + all other bottles in a resalable condition.
  
  B) For your protection we recommend using DELIVERY CONFIRMATION. Please also keep your return's Tracking Number until you have received your refund confirmation email at the end of the process.
  
  All returns should be sent to:
  
  Returns Department
  *** * **** *
  Vineyard, UT 84059-8110
  
  C) You MUST include a copy of the order number. We CANNOT process a refund for the product without this number.
  
  Upon delivery of your package please allow 7-10 business days for your refund to post in your original form of payment. 

   

  Thanks,
  Lorelei
  Customer Support
  Thank you for contacting Customer Support for Nutricost. Any purchases of Nutricost products or services and any communications that Customer Support provides to you electronically are governed by the Nutricost Terms of Use and Privacy Policy. Statements made by Nutricost have not been evaluated by the Food and Drug Administration and Nutricost products are not intended to diagnose, treat, cure, or prevent any disease. You should consult your physician before beginning any health/wellness program, exercise regimen, changing your diet, taking any dietary supplement, or using any information provided by Nutricost. 
  

  Customer Answer

  Date: 01/29/2024

  
  Complaint: ********
  
  I am rejecting this response because:

  Nutricost is incorrect and needs to check their emails, here is a screenshot of my email to them. Ignoring my email and stating they didn’t receive it is unacceptable. The order number was already sent to them in the email they are pretending they never received.  The image of the order number is included in the screen shot  

  Nutricost needs to provide a return shipping label, I am not paying for the return of their harmful supplement. I do not trust I will be reimbursed for shipping due to the fact that they can’t even bother to respond to customer emails. 

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

  Business Response

  Date: 01/30/2024

  Hello,

  Amazon no longer accepts the return of supplements, but we accept them back to us directly. This process needs to be paid for by the customer and we do not cover labels or return shipping. If the customer is unwilling to return the item I would be happy to issue a 50% refund.

   

  Thanks,
  Lorelei
  Customer Support
  Thank you for contacting Customer Support for Nutricost. Any purchases of Nutricost products or services and any communications that Customer Support provides to you electronically are governed by the Nutricost Terms of Use and Privacy Policy. Statements made by Nutricost have not been evaluated by the Food and Drug Administration and Nutricost products are not intended to diagnose, treat, cure, or prevent any disease. You should consult your physician before beginning any health/wellness program, exercise regimen, changing your diet, taking any dietary supplement, or using any information provided by Nutricost. 
  

  Customer Answer

  Date: 01/30/2024

  
  Complaint: ********
  
  I am rejecting this response because:

   

  I am more than happy to return the item but I’m not paying the return shipping. You created and shipped me a defective product that I paid for, it is not my responsibility to then pay even more money to send it back to you.  I will accept a 100% refund and if you want the bottle shipped back to you then YOU will pay for the return.
  
  Obviously at this point I will never be purchasing a Nutricost product ever again. I’ve never experienced such horrible customer service for supplements in my life. 
  
  Sincerely,
  
  **** ******

  Business Response

  Date: 03/04/2024

  Hello,

   

  In this case we would be willing to submit a 50% refund as a courtesy. It is outside of our and Amazon's return policy, but we are willing to offer this due to the confusion on this process. 

   

  Thanks,
  Lorelei
  Customer Support
  Thank you for contacting Customer Support for Nutricost. Any purchases of Nutricost products or services and any communications that Customer Support provides to you electronically are governed by the Nutricost Terms of Use and Privacy Policy. Statements made by Nutricost have not been evaluated by the Food and Drug Administration and Nutricost products are not intended to diagnose, treat, cure, or prevent any disease. You should consult your physician before beginning any health/wellness program, exercise regimen, changing your diet, taking any dietary supplement, or using any information provided by Nutricost. 
  

  Customer Answer

  Date: 03/04/2024

  
  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.
  
  

  I accept your 50% refund. Please send the refund to me at the following address:

  **** ******

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

  Aurora, CO 80013

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