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:04/16/2025

  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 November 27, 2023, I purchased 12 units of a product from ************. I bought it for my business on ******. On January 6, 2025, I got my ****** account suspended because they considered this product counterfeit. I asked the seller for an invoice to confirm the authenticity of the product, but they refused to provide me with an invoice. They only sent me an edited order confirmation. I have requested this many times but have not received a correct invoice with all the necessary data. It turns out that this company is actually selling counterfeit products, since they refuse to provide documents. I would like, if possible, for you to help me get a correct invoice from the company or another official document containing all the necessary data and confirming the authenticity of the product.

  Business Response

  Date: 04/16/2025

  Upon further review, the attachment provided by the customer was our email explaining that were unable to provide a formal commercial invoice or letter, as the order details are system-generated and cannot be manually altered.
  
  We would like to clarify that we do not sell counterfeit products. Infinite Age formulates and distributes its own supplements, which are sold directly through our official website and through our authorized Amazon storefront.
  
  Reselling our products on ****** is not something we permit, as it directly conflicts with our own operations on the platform. This policy is in place to protect both our brand and our customers from unauthorized listings, pricing inconsistencies, or unsupported claims.
  
  Please see the attached file, which shows the order confirmation we originally sent to the customer on November 27, 2023. This is the only document we are able to provide for this purchase, and we re-sent it on February 2, 2025, when the customer first brought this matter to our attention.
  
  As previously communicated, we are unable to issue any modified or manually created documents beyond what is automatically generated by our system at the time of purchase.
  
  Sincerely,
  Enriko

  Customer Answer

  Date: 04/16/2025

   
  Complaint: 23210932
  
  I am not satisfied with the businesss response.
  
  
  The document provided is simply an order confirmation and does not serve as sufficient proof of product authenticity, which is required for my business records. I am not requesting a modified order only a formal document (invoice or letterhead confirmation) that verifies:
  
  
  The business name and address,
  Product(s) purchased,
  Purchase amount and date,
  That the item is genuine and was purchased directly from the official source.
  
  
  
  
  This documentation is important because I need to confirm the authenticity of the product for my internal compliance. I am a small business owner and I sold this product only once. I do not engage in ongoing resale of this brand and have no intention to do so again.
  
  
  I respectfully request a formal invoice or at least a signed statement on company letterhead to verify the legitimacy of the purchase. This is a reasonable and professional request and it would help close this matter fairly.
  
  
  
  Sincerely,
  
  ****** *********

  Customer Answer

  Date: 04/19/2025

  Hello. I would like to add this declaration that I do not intend to resell their products. If it helps to get an invoice.

  Business Response

  Date: 04/24/2025

  Infinite Age operates as a direct-to-consumer e-commerce business, and our system-generated order confirmation is the only document we provide to customers. We do not issue commercial invoices, signed letters, or business-specific confirmations, as these types of documents are reserved exclusively for internal business dealings and authorized distribution partnersnot general retail transactions.

   While we recognize the customers intent to verify authenticity, we do not permit the resale of our products on third-party platforms such as Amazon. Our brand is sold directly on our own official storefronts, and this policy is in place to protect both our business and customers from unauthorized listings or misrepresentation.

  Even if the customer is no longer reselling the product, they are still classified as a retail consumer. As such, the type of document they are requesting falls outside of what we are authorized to provide for standard customer purchases. We have already shared the only documentation available for their orderthe order confirmation, which includes the company name, address, product details, amount paid, and order date.

  We understand the customer's position but must also uphold our internal policies and protect the integrity of our business processes. We respectfully consider this matter closed on our end and remain available should the customer need assistance with anything directly related to product use or general account support.

  Sincerely,
  Enriko

  Customer Answer

  Date: 05/03/2025

  Hello. Yes, I would like to open a complaint again. Since I haven't received a single correct document. And even the order confirmation that the company is talking about is not correct. Since, first of all, there is no company address on it and the date is not correct.

• Initial Complaint

  Date:03/18/2025

  Type:Billing 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.

  *** ca cancelled my subscription and they keep charging me and sending products. They make it difficult to cancel on their website. When hitting cancel a video appears where the owner is trying to talk you into keeping your subscription.

  Business Response

  Date: 03/18/2025

  Our records show that the customers subscription was canceled today, March 18, 2025.
  
  The video shown during the cancellation process is not meant to make cancellation difficult but rather to inform subscribers about the benefits of staying on and any exclusive offers they might miss. However, customers can still proceed with cancellation immediately after viewing the message.
  
  Additionally, we received an email from this customer today, March 18, 2025, and we have already responded with instructions on how to return her order to receive a refund. For reference, please find the attached file containing our full response to her concern.
  
  We are committed to maintaining the trust of our customers and ensuring a smooth experience.
  
  Best regards,
  Enriko

  Customer Answer

  Date: 03/24/2025

   
  Complaint: 23082047
  
  I am rejecting this response because: Per attached letter you can see that I initially cancelled on December 18th. They are refusing to cancel my subscription and continue to ship products to me.
  
  Sincerely,
  
  ***** ******

  Business Response

  Date: 03/28/2025

  Upon further review, the attachment provided by the customer was our email explaining how the situation occurred. Our records indicate that the subscription was active at the time of shipment.
  
  However, we have decided to issue a refund of $38 as a courtesy. Please see the attached file for proof of the refund, which has been processed today. The refund should reflect on the customers ****** account within 2-3 business days.
  
  Please consider this matter resolved. Let us know if further action is required.
  
  Sincerely,
  Enriko
  

  Customer Answer

  Date: 03/28/2025

   
  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.
  
  Sincerely,
  
  ***** ******

• Initial Complaint

  Date:01/22/2025

  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 ordered vitamins from this company. I was informed by a friend on ********. that this company was using my picture for advertisement without my acknowledgement, I had no idea until she went on the website to order the vitamins. I feel I should be compensated for advertisement fees, I don't even know how long my picture was being used, I did not give this company permission at all. My picture is the bottom picture on the left.

  Business Response

  Date: 01/22/2025

  Regarding the customer's claim that her picture was used in our advertisement without permission, we take all customer feedback very seriously, especially when it involves a potential issue such as the unauthorized use of an image.
  
  To help us address this matter accurately, we kindly ask if the customer could provide a screenshot or photo of the advertisement in question. This will allow us to confirm whether the image was used and take the appropriate next steps.
  
  We are committed to maintaining the trust and privacy of our customers and the public, and we will ensure any necessary corrective actions are taken promptly should this claim be substantiated.
  
  Thank you for your assistance in helping us resolve this matter. Please do not hesitate to reach out if further information or clarification is needed from our side.
  
  Best regards,
  Enriko
  

• Initial Complaint

  Date:11/20/2024

  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.

  On, August 12, 2024, I placed an online order with Infinite Age where they initially got my order wrong. They submitted an order for 6 + 3 bottles of Sea **** Pills which would be a total of 9 Sea **** bottles or 9 bottles of Sea **** Pills. I sent an email back letting them know that my order was incorrect and the correct order were for 3 bottles of Sea **** Pills, not an additional 6. So, they refunded back my money back on the 6 bottles of Sea **** Pills. Then, after looking at some of the ingredients in the Infinite Age Sea **** Pills, I decided that I didn't want to order the pills. So, I sent out two emails asking for a refund for $93.00 dollars for the 3 bottles of Sea **** Pills; the last email being on September 11th ( 2 month on November 12, 2024 ). I have YET, to receive an email about my REFUND at all from infinite Age. So, I'm filing a claim against Infinite Age for not communicating back and asking the BBB to get involved, to assist with getting my refund for $93.00 dollars for the 3 Sea **** Pills that I also NEVERRRRRRRRRRRRRRRR received from Infinite Age.This is BAD business and I'm very upset and disappointed.Thank you.

  Business Response

  Date: 11/21/2024

  Thank you for bringing this matter to our attention. Regarding the customer's concern, we did respond to their email on September 11th when they inquired about the status of their order.

  At that time, we acknowledged the request for a refund and found that the order was stuck in transit. We offered to reship the order but did not receive confirmation from the customer to proceed.

  To resolve this, we have formally processed a refund of $93, which should reflect in the customer's ****** account within 23 business days, subject to ******'s processing time.

  Customer satisfaction remains our priority, and we are here to assist with any further questions or concerns. Thank you for helping us address this matter with our valued customer.

  Sincerely,
  Enriko
  

• Initial Complaint

  Date:11/14/2024

  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.

  They charged me more after hitting the button for only one it switched to a 5 month supply. Bait and switch. It was only to cost around $30-35 for one but it charged my card for $145. Now can't get anyone on the number listed and the email from them stated they were very busy and would contact later. Would not reply back after.

  Business Response

  Date: 11/14/2024

  We see that the customer placed her order today, November 14th, and it appears she may have accidentally selected the 5-bottle option of Sea **** Advanced for $145 (equivalent to $29 per bottle). For clarity, we offer three options on our website: 1 bottle for $44, 3 bottles for $93 (or $31 per bottle), and 5 bottles for $145 (or $29 per bottle).
  
  We responded promptly to the customers initial email, offering options to assist. However, as this has been brought to your attention, weve processed the customers request for a $145 refund, which should reflect back in her account within 5-7 business days. Our commitment is to ensure customer satisfaction, and were here to support them fully. Should the customer have any additional questions or need further assistance, were more than happy to help.
  
  Thank you for helping us resolve this matter with our valued customer.

  Sincerely,
  Enriko

• Initial Complaint

  Date:11/01/2024

  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 have sent at least 2 emails requesting that my account be closed and for you to stop sending me the Advance Sea ****. The reason is that I am no longer able to afford this product Also, I am dealing with a serious health condition and dont know how it is going to affect my future.The last order that you sent me, I sent it back to your company; but it was sent back to me and I was charged for it. I also sent an email saying that I was going to send it back and that I wanted a total refund for it. So please, do what I am asking for, to simply close my account for now. Maybe in the future, I may be able to restart my order again; but for now, I cant. I will not return the last order again. Thank you for your assistance.

  Business Response

  Date: 11/08/2024

  Regarding with customer concern, October 7th, we initially received this customer's request to ****** their subscription. At that time, we offered to support them by pausing their account and skipping the next three scheduled orders, understanding the customers circumstances. However, since the subscription renewal occurred on September 30th, an order was already in process and shipped to the customer.
  
  To honor the customer's wishes, we formally canceled the subscription on October 27th. As for the refund, we informed the customer that they could return the unopened order they received for a full refund, and we are happy to do so upon receipt of the returned product. Unfortunately, we have not yet received any returned items, nor have we received further communication from the customer regarding the return status. Our warehouse team has also confirmed theres no record of the order being returned.
  
  Were committed to ensuring customer satisfaction, and we're here to help resolve this. If the customer would like to proceed with the return, well gladly assist in completing their refund as soon as the return is confirmed.
  
  Sincerely,
  Enriko

• Initial Complaint

  Date:09/24/2024

  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.

  On September 3rd 3024, I made an order for Sea **** Advance and Apple Cider Capsules. It was supposed to be shipped out in 3-5 business days from order. I to this day have not received anything. When I tried to call them, the number is out of service. I am trying to get a refund.

  Business Response

  Date: 09/25/2024

  Regarding the customer order with numbers ******/******/****** (9 bottles of Sea **** Advanced, 1 bottle of Apple Cider Vinegar, and free gifts), shipped September 18th via **** (tracking number **********************) to ************************************************, we found no movement in tracking. As we lack control over **** after pickup, we suggested reshipping but received no customer response.

  Following the customer's refund request, we've initiated a refund of $203.99 today, expected to reflect in their account within 7-10 business days. Please refer to the attached file for reference. We've informed the customer to contact us for any clarification needed.

  Sincerely,
  Enriko
  

  Customer Answer

  Date: 09/27/2024

  Date of transactions was September 3rd, 2024. I was supposed to be receiving in order ****** six bottles of Sea **** Advanced, order ****** three bottles of Sea **** Advanced, and order ****** one bottle of Apple Cider Vinegar Pills. These orders were supposed to be sent out in 3-5 business days. I received nothing so I called the company at ************ and left a message. I received a text message from a person named Cherry saying she would look into it, combine the order to one package and send it out. I waited a couple of days and still no package. I then called back and received message that this number was no longer in service. I would like to get a refund of $203.99 back if at all possible.

  Desired Resolution: Refund

  Customer Answer

  Date: 09/30/2024

   
  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.
  
  Sincerely,
  
  *******************************

• 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 purchased 3 bottles of sea **** on 8/30; that same day, I emailed the company to cancel the order. On 9/2, I received an email that the order had been shipped. On or around d 9/9, I received the order and On that same day, I emailed the seller a d requested return information. I never opened that package. On 9/11, I returned the unopened package via **** to the seller. Tracking number **********************. Today I tracked the package and the **** shows the package was delivered on 9/16. I have not received my refund of $93 and I would like my refund immediately.

  Business Response

  Date: 09/23/2024

  To whom it may concern, 

  Based on our investigation, we received the customers request to cancel the order on August 30th. Unfortunately, the order was already in the shipping process, so we couldnt cancel it at that time.

  We promptly provided instructions on how to return the product for a refund. The returned package was received on September 16th, and after validating with our warehouse, we processed the $93 refund on September 21st.

  It may take 3-5 business days to reflect depending on ******* processing time. A screenshot of refund transaction has been attached for your reference. For further clarification or confirmation, feel free to contact us.

  Sincerely,
  Enriko

  Customer Answer

  Date: 09/23/2024

   
  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. The refund was visible in my account on today 9/23.
  
  Sincerely,
  
  ******** ****

• Initial Complaint

  Date:09/14/2024

  Type:Sales and Advertising 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.

  ******* advertised products with and un agreed upon upcharge to a senior who's not financially responsible for establishing any purchases on her behalf. The product ingredients are not suitable for her medical condition. RETURNING FOR FULL REFUND

  Business Response

  Date: 09/16/2024

  Dear Better Business Bureau,

  I trust this message finds you well. I am writing to provide an update regarding the recent complaint raised by Miss ****** Pious related to Miss **** ****** order and refund request.
  
  It is important to note that prior to shipping the order to the customer, we diligently communicated with Miss ****** via text message on September 07, 2024 to confirm the details of her order and awaited her explicit confirmation before proceeding with the shipment. Attached herewith is a copy of the text message exchange indicating the customer's approval to ship the order.
  
  While we acknowledge the concerns raised by Miss Pious and the request for a full refund on the order, we have taken immediate steps to address this matter. Both the customer and Miss Pious have been promptly contacted via email, providing them with comprehensive instructions on the return process.
  
  Please rest assured that upon receiving the returned items, we will promptly initiate the full refund as per the customer's request. Our commitment remains unwavering in ensuring a satisfactory resolution for all parties involved.
  
  Should you require any further information or documentation regarding this case, please do not hesitate to reach out to us. We value the support and assistance provided by BBB in facilitating communication and resolution on consumer matters.
  
  Thank you for your attention and understanding as we strive to resolve this issue in a fair and transparent manner.
  
  Warm regards,

  Enriko

• Initial Complaint

  Date:08/06/2024

  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.

  So my complaint is regarding this company that overcharged me and showed up later on on my confirmation email I only was supposed to pay $57 for three bottles and they charge me for extra bottle that I did not order I've been trying to reach out leaving emails after email calling leaving messages after message even sending a text that will not get back to me said my package have arrived no package no tracking number of any sort all I'm trying to do is work this out but no one has responded so at this point I think I've been scammed and something should definitely be done about this business that is not fair.

  Business Response

  Date: 08/13/2024

  Dear Better Business Bureau,
  
  We appreciate your attention to this matter and the opportunity to address the customer's concerns. We take all customer complaints seriously and strive to resolve issues promptly and satisfactorily.

  Regarding this specific complaint, we would like to provide the following information:
  
  We contacted the customer via phone on August 6, 2024, the same day she submitted this BBB complaint.
  Our customer service agent successfully spoke with the customer directly.
  During this conversation, we addressed her concerns and came to an agreement.
  As per the customer's request, we processed an order for only one bottle of Sea **** Advanced.
  We issued a refund of $57 for the additional order that was not intended.
  
  Following the phone conversation, our agent sent a follow-up email to the customer summarizing what was discussed and agreed upon during the call.
  
  We believe we have successfully resolved this issue to the customer's satisfaction. Our team acted swiftly to rectify the situation, process the necessary adjustments, and ensure clear communication throughout the resolution process.

  We remain committed to providing excellent customer service and addressing any concerns our customers may have. 
  
  If there are any further questions or if additional information is needed, please don't hesitate to contact us.
  
  Thank you for your attention to this matter.

  Sincerely,
  Enriko

  Customer Answer

  Date: 08/13/2024

   
  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.
  
  Sincerely,
  
  *************************