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:08/24/2023

  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.

  on 8/16/23, I purchased 3 items from Maxx Nutrition on **************. I specifically asked about returning the products if my husband did not like the taste and was told "of course". I carefully asked about returns after each item I was shown and chose to buy. On one product, I was assured it was tasteless and that "everyone says there is no taste", and that "I use it myself and there is absolutely no taste because of the way it is processed." This comment is not an *exact* quote, there was more info given about the process that I honestly don't remember. When I brought it back and complained about the taste, he denied saying it had no taste. The other two products also had nasty tastes and we were not able to stomach them. When I returned the products to the store, the manager stated they can only give refunds on unopened items. They can give me store credit, but not a refund because the products had been opened. I said I wasn't told there were caveats to the return when I asked about it. The manager stated yes, they do give refunds but only if product was unopened. I asked the manager why it wasn't clarified at the time of sale, and he apologized for the employee, saying the employee was new. I replied he admitted he was listening, knew I asked multiple times, why didn't HE then explain the return policy? He then apologized for not clarifying the policy and that I was right, he should have. The manager urged me to pick out something else or take store credit because I was never going to get my money back. At the end of the discussion, I told him I would just return the products and take it up with my credit card company. He refused the products and said it would be a waste of time to go through my credit card because he has done hundreds of these disputes, and it is not fraud so I wouldn't win. I believe he deliberately withheld information because he knew I would not purchase them if I knew for sure I would not get my money back if I returned it.

  Business Response

  Date: 10/06/2023

  In response to complaint ID: ********. This individual also lodged a complaint with the ** State Attorney General. The Attorney General has indicated via email that this case is closed.

  I have attached the letter we sent to the Attorney General and also a copy of our posted Company Policy on Returns.

  If you have any further questions or need any further information, please reach out to ***************************, Office Manager at ************ or ********************************.

  Customer Answer

  Date: 10/18/2023

   
  Complaint: 20514092
  
  I am rejecting this response because:  The ************************* stated they can't do anything, that they will keep the complaint on file and continue to amass complaints until they decide there are enough complaints to to do something.  It is very sad that consumers are not protected.
  
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