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:05/02/2024

  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.

  I was going through old credit card statements and found this charge for services I did not recognize.back in Mar 22. On 12 Apr 2024, I called the company Glow Natural Wellness and left a message., and again on 15Apr to learn I was charged for a year long program I believe was for Hormone Replacement. I explained that I had called in to address my concerns about my age and that I had tried this once before in my 60s and became severely depressed. I decided not to do the program and was told I would not be charged anyway, until they received the specimen kit back. She confirmed they had never received the specimen kit back, nor heard from me, nor provided any service to me. She said, she needed to pass this up to management. That they had no notes regarding my phone conversation.On 18 Apr I received, the customer service manager informs me they will not be refunding the money. She said she would send me the contract I signed and send the matter back to upper management for reconsideration.On 24 Apr, I left a voice message for an update and that I had not received the contract.On 29 Apr, I called and heard, You are not allowed to call this number.. I checked my email and found a note left on the 26 Apr, informing me they would not be returning the money and there would be no further considerations. She also states the contract is no longer available to send. They only keep them a year. I will file with the BBB, of course the bank was notified, and as many AGs as necessary. Absent a favorable resolution, I will take further actions via yelp and other social media to inform others this company feels justified providing no service and keeping your money, regardless of the fact it could be their mistake.The doctor is ***************************, ** Thank you,******************************, ***** ***** ret

  Business Response

  Date: 05/02/2024

  The customer, ***********************, Purchased our ******************** on March 13, 2022.  She paid for the entire year up front.  And, like many yearly payments, agreeing to commit to pay for the entire year upfront provides the customer a discount of 2 months for free.  The normal pricing of the program is $139/month.  **************** paid $1,399, receiving the additional discount for paying up front.  In her statement she claims that we said that she "would not be charged anyway, until they received the specimen kit back".  This is false since the customer was charged at the time she purchased and joined the program.  The customer would have to had to knowingly entered her credit card information, personal information, and then clicked a button to process the order.  As well, all of our order forms include a link to our refund policy, which I have provided here: ********************************************; Although **************** in her statement provides dates, she does not provide the year.  She purchased on March 13th, 2022 and did not contact us until April 12th, 2024, more than 2 years after her purchase. Per our refund policy, we can issue refunds up to 6 months from the date of purchase.  **************** did not contact us for 25 months after her purchase.  We did offer **************** a credit that she can use on any programs or products in our store, but she refused the credit.  She states that she contacted the bank, but no doubt no bank isn't going to issue a dispute on a charge made over two years ago, since clearly she's had plenty of time to dispute or request a refund.  I feel that our offer to provide a credit to **************** 25 months after purchase was more than fair.  She now seeks to defame us on social media, which we take as a threat.  In her claim she ends it by signing off as a Captain in the Air Force.  I was a Captain in the United ******************** for what that is worth since we're throwing around titles.  It is our hope that the BBB understands that this is a disgruntled customer that was unwilling to accept what we felt was a fair resolution, which was offering her credit.  Since much of her correspondence had become threatening and aggressive to us as it has been in her claim here, we had to block her number, unfortunately. 
  Kindly, *************************, CEO/Co-Owner, Glow Natural Wellness LLC

  Customer Answer

  Date: 01/23/2025

  Dear BBB,

  I am writing to provide additional context and clarify certain points regarding my ongoing complaint with Glow Natural Wellness. My primary goal is to obtain a full refund for the hormone replacement program I purchased on 13 Mar 22. Based on my interactions with the company, I believe a resolution through the co-owners is necessary, as Mr. **** ***** has not provided a satisfactory response to my concerns.

  Background

  On 13 Mar 22, I purchased a year long hormone replacement program through an online promotion. I canceled the program over the phone within one or two days. I believe I left a message the same evening, and the company got back to me the following day or two. Two years later, I noticed an unexpected charge on my credit card.

  Mr. ***** claims that I waited two years to ask for a refund, but the fact is, I contacted the company immediately within a day or two of the purchase to cancel. I realize now that I wasnt clear about the specific date in my original BBB complaint; however, I did clearly communicate this to the customer service manager.  I still date correspondence as day, month, year, which may have led to some confusion. There was no intention to mislead anyone.

  In my conversation with the customer service agent in March 2022, my main concern was the safety of the hormone replacement therapy (HRT) after experiencing adverse reactions to it previously, when it was still considered safe. I am now well beyond ten years post-menopausal, and the risks associated with ***, particularly cancer, are of great concern. The agent informed me that the program used saliva tests, but without clear reassurances, I chose to cancel. She assured me, however, that I would not be charged until the specimen kit came back. Mr. ***** has since denied this statement and stated that I knowingly entered my credit card information. While I did provide my card information, I assumed, based on the customer service representatives statement, that I would not be charged until the program began.  I had no reason to believe she was unclear about the policy.

  Having not heard from the company during this year long program following my cancellation, I reasonably assumed the program had been canceled.

  This program would have included consultations and lab work, but two company employees have confirmed they have no record of such services being provided. After speaking with the customer service manager on 18 Apr 24, she discovered additional information that further corroborated my claim. She advocated on my behalf, and I was optimistic that the issue would be resolved. However, after waiting for a return call, I reached out on 24 April 24, and again on 29 Apr 24, only to find that my phone had been blocked.

  I have yet to receive any contract, signed or unsigned, to review.

  BBB Complaint

  I filed complaint #******** with the BBB on 30 April 24. The BBB told the company that they had notified me with the merchant's response, but I had not replied. Contrary to the BBBs statement, the BBB had not contacted me. I had received no response from the company until December 4, 2024, when Mr. ***** responded to the ************************. I obtained his response from the BBB on 9 Dec 24. This is where I learned the company has co-owners. I also learned from another practitioner that Dr. ***** is **** *****' wife. I did not think to ask if she was a co-owner.  In light of this, I believe it is important to speak with the co-owners directly to confirm their views on Mr. ***** handling of this matter, as this issue has now reached a critical point.

  Mr ***** Offer

  Mr. ***** has stated that I was offered credit on other products or services. I was never informed of any such offer. I would appreciate seeing proof of this offer and my refusal. Mr. ***** claims that I refused what he considered a fair offer. I believe it is important to note that this credit offer was not a fair resolution to my issue. I originally canceled this program due to concerns about potentially having similar, or worse, health outcomes from *** as I experienced previously. Without reassurances that the program was different, this offer is not a suitable resolution.

  I remain hopeful that with the proper attention from the co-owners, this issue can be resolved fairly. I believe it is crucial that they are made fully aware of Mr. ***** handling of this complaint, including his lack of responsiveness, the blocking of my phone, and his refusal to acknowledge the issues Ive raised.

  Additional Document Requests:

  1. A copy of the signed or unsigned contract for the ********************
  2. A copy of my account and medical record, showing what actions were taken to contact me, including labs, reminders, ****************
  3. Clarification of the program's start datewhether it begins upon purchase, upon receiving lab work, or after the first consultationand whether the doctor conducts the **************************

  Thank you for your attention to this matter. I look forward to your assistance in facilitating communication with the co-owners and resolving this issue.  Please feel free to share my email.

  Business Response

  Date: 02/10/2025

  So, first, we've already responded to Ms. ******* previous complaint to the BBB, as well as her complaint to the ***********  I'm not certain how many times someone can continue to file a complaint, but our original response still stands.
  
  However, be that as it may, I will respond again to Ms. ******** additional grievances.
  
  Let me first state that Ms. ****** has yet to provide any evidence to her claims, while I've provided plenty in my previous rebuttal.  Nevertheless, let me reply again...
  
  Ms. ****** did not cancel the program after 2-3 days as she claims.  If she had canceled, then we would have canceled her membership and refunded her.  Plus, she has no evidence and there is no record of this request.  Aside from the fact that on her original complaint, she did not state that she had in fact requested a cancellation.  On her original complaint she said that she thought she'd be charged after completing the hormone test and was not aware that she'd be charged after entering her credit card information and billing address and clicking the button "complete purchase", like any other order form processing system.  She said that one of our customer service members said that she wouldn't be charged until after the testing was completed, but that is not our process and never has been, so there is no reason for a customer service representative to state such a thing. Plus, Ms. ****** should have already known her card was charged for the reasons stated above.  Furthermore, she has provided no evidence supporting her claims, whereas we save and archive all correspondents with our customers.  Typically, we'll receive an email, text or voice recording reflecting a cancellation request, but there was none for Ms. ************* As well, when we receive a cancelation request, we take them quite seriously since we do not want to receive a dispute or chargeback from the customer's credit card company, and we'd just assume avoid spending a great deal of time replying to complaints made to the BBB and attorney general, so it in no way behooves us to not refund a customer when a cancelation request is made immediately after purchase.  Please note, despite having tens of thousands of customers and raving reviews, Ms. ****** is the only person ever to submit a complaint to the BBB and/or the Attorney General.  Also, not to mention, we have a credit card dispute rate of less than a quarter of a percentage, which is FAR below industry average.
  
  You'll also notice that she never replied to our previous response to her BBB complaint, claiming that the "BBB had not contacted me".  I'm sure the BBB can contest that they did in fact contact her, which only validates what I'm trying to say about her making claims that aren't accurate or true. 
  
  She says she was not offered a credit, but I have a recorded call where you can hear us offering a credit.  On the call our **************** Manager explains that we have no records of her contacting us and that we have a copy of her signed program agreement, which includes her agreeing to our payment terms.  We explained that we can't offer a refund since it's been more than two years.  Ms. ****** then becomes combative and aggressive and states, "Stop right there, I'm going to talk to the Attorney General".  She says she talked to one of our customer service representatives and that they said she wouldn't be charged, but I must stress again, every customer is charged at the time of purchase.  This is not hidden.  Like any payment processor in the world, someone's card can't be charged without entering your credit card information, your billing address and your CVC code, and then clicking a button that states "Complete Purchase", so to simply state that she didn't think she'd be charged after performing these actions is very difficult to believe.  Then, one minute and 45 seconds into the call, our **************** Manager offers her a full credit to use on any of our programs and products, to include the opportunity to restart the program if she so desires.  She says she was under the impression that she wasn't going to be charged, but as stated above, this fact is not being hidden, and Ms. ****** would have entered all her billing information and then clicked a button confirming her purchase.  Furthermore, Ms. ****** didn't contact us until 26 months after her purchase to request a refund.  If she had contacted us soon after purchasing, perhaps due to buyers remorse or any other reason, we would have issued a full refund.  However, she did not contact us until after more than two years, which is why we offered her a credit, which she's claiming we never did, which is false since I am listening to the recording right now.
  
  There is likely no merchant out there that would offer a complete refund after 2 years.  Most merchants probably wouldn't even offer credit.  And we're not trying to hold money from people, as she claims, but she never came to us during a reasonable timeframe to request a refund.  After two years, we felt it was more than fair to offer a full credit for any of our products or programs, and to continue the program she originally signed up for, but her rebuttal was that she was under the impression that she wouldn't be charged, but I find that extremely hard to believe for the reasons stated above.  But even so, should she have contacted us within a reasonable amount of time, regardless of whether she thought or didn't think she'd be charged, we would have issued a refund.  The problem here is that she didn't bring this to our attention until 26 months later, which is far outside our refund period.
  
  During the call, she also states, "I will follow through on what I said, I can guarantee that because I got $10,000 back from a chiropractor up here in **************  I will make a stink.  You'll be sorry you did not refund a persons money."  This statement is alarming and leads me to believe that we're not the only ones having a problem with Ms. ****** and perhaps this is a tactic she uses with other merchants.  It also implies that she will continue to complain until she gets what she wants, thus forcing the merchant into capitulation regardless of what's fair or not.
  
  We even suggested that she contact her credit card company to issue a dispute, but she stated that "the credit card companies are 60 days".  Although most credit card companies are six months, they are certainly not 26 months, and I think we can all understand why.  When she referred to the credit card company and her inability to issue a dispute, she said, "I'm aware of that, you're aware of that.  I've found out the hard way."  Which again leads me to believe this is a recurring problem with Ms. **************** guess the question is, what's reasonable for any company to do, whether the service is used or not? What would most companies be expected to do?  If someone purchased a yearlong gym membership in advance and did not show up to go to the gym, would it be reasonable for the gym to refund the customer more than two years after the purchase?  I know with airline tickets, if you do not use the ticket, the airline provides a credit, but even then, the credit is only valid for one year, and after that time the ticket is no longer valid and is forfeited.  When someone enters their payment information and pushes a button to complete the purchase, and then doesn't request a refund until 26 months later, what is expected of the company at that point?  How far into the future should a refund policy extend?  And is full credit more than a fair offer in such a situation?  We contend that offering a full credit more than two years after the original date of purchase is more than fair.  This has been our position all along.  Although we appreciate and sympathize with Ms. ****** and her situation, we feel that considering the circumstances, the policy we have in place and the offer we have provided Ms. ****** is very reasonable.  
  
  Now, for what it's worth, I recently found out that Ms. ****** is emailing affiliates that are promoting our programs.  She is complaining to those affiliates and spreading false accusations, which I feel is akin to slander and makes me feel like she is making good on her threat to make a "stink" and make us "sorry".  Such actions may even force us to reach out to her via our attorney to issue a cease and desist for defamation.
  
  

  Customer Answer

  Date: 02/18/2025

   
  Complaint: 21648334
  
  I am rejecting this response because:lack of cooperation
  
  Sincerely,
  
  ******* ******

  Customer Answer

  Date: 03/14/2025

   
  Dear BBB,
  
  I am writing in response to recent communications regarding the unresolved issues surrounding my account and program enrollment with Glow Natural Wellness.
  
  Following Mr. ***** recent response regarding the possibility of legal action, I have reviewed my previous statements to ensure their accuracy and clarity.  I recognize that certain statements may have been misleading.
  
  In my response dated 23 Jan 25, under the Background section, I stated I canceled the program over the phone within one or two days.  I realize I should have said that I relayed to the agent within one or two days, my intention to cancel, and I was told I wouldnt be charged until the specimen kit was returned.  I apologize for any misunderstanding this may have caused.  While it was not Mr. ***** policy, it was still a statement made by the agent, and I had no reason to believe I was charged since I didnt hear from the company afterward.  Mr ***** assertion that I would pay $1399 and just decide not to use the program is wholly inaccurate.  Having lost my savings twice in my life, I am anything but frivolous with money.  I took prompt action and genuinely believed the program had not been charged to my account. 
  
  Additionally, in the fifth paragraph of the Background section, I stated,  After speaking with the customer service manager on 18 Apr 24, she discovered additional information that further corroborated my claim.  I realize that the phrasing further corroborated may imply conclusive evidence, which was not my intention.
  
  I hope these revisions provide clarity regarding wording, and I would like to emphasize that I never intended to mislead anyone and I have made no defamatory remarks nor would I.  
  
  To address the other issues:
  
  Mr ***** complains about having to respond to a complaint when the complaint was not directed to him.  It was directed to the co-owner/s to avoid the same misdirected talking points.  I prefer to talk to someone who is willing to listen who does not position me as a dishonest person.
  
  I realize now that Mr ***** has taped my conversation with the customer service manager.  Unless he has not listened to the whole tape, he has heard my apology and how profusely grateful I was to the customer service manager for looking into the account.  She had no explanation as to why there were no follow **** nor reminders,  no contact at all, and I regret the extent I had to go before she decided to take me seriously.  I realize now she was just following orders. Finally, she did what any good customer service manager would do, and looked into my account and saw that there was a change to my account status. A change I did not request, nor had it entered into the realm of possibilities. 
  
  Now, there is little question in my mind that Mr ***** is aware his customer service manager, did in fact find an error on my account, and she agreed that it was wrong to keep the money  She acted of her own accord when she said she would go back for reconsideration.  Her discovery of an error validates my concerns. 
  
   Mr *****, on the other hand, (in the ** report) has labeled my statements as false statements.' 
  
  "'Ms. ******** statement she claims that we said she "would not be charged anyway, untill they received the specimen kit back". This is a false statement."
  
   Unless Mr. ***** was present on the call or has the recording of the call, I question how Mr ***** can claim my recollection as false.
  
  Mr ***** makes the following claim where he says it validates' I am untruthful:
  
  You'll notice that she never replied to our previous response to her BBB complaint, claiming that the BBB had not contacted me.  Im sure the BBB can contest that theh did infact contact her, which only validates what Im trying to say about her making claims that arent accurate or true."
  
  Mr ***** omits the part of the response where the BBB also says, BBB has not heard back from the customer. which directly contradicts his assertion.   
  
  Regarding the credit comment, Mr ***** says she says she was not offered credit  when what I said was, I was not offered credit on the "other programs and products.  If in fact, she did tell me about the other programs and products, then I owe Mr. ***** an apology.  While it was news to me that Glow Natural Wellness had more to offer than bHRT, it is very possible, that while trying to grasp the news that I was going to lose $1399 because the company failed to log the call, I was certainly in enough distress, that I may well have not heard her.
  
  Mr ***** further states: "And we're not trying to hold money from people, as she claims, but she never came to us during a reasonable timeframe to request a refund....
  
  I have not claimed they are trying to hold money from people.  Mr ***** states that I did not reach out for 25 or 26 months, yet this is a blatant misrepresentation.  I am claiming it was within days that I contacted them, and my reasonable explanation for this is that there was no contact from the company afterwards, which is a reasonable assumption Mr ***** has yet to address.  Mr ***** seems to disregard this oversight in favor of accusing me of waiting too long.
  
  Mr ***** states he has archived all correspondence and has a signed contract.  This conflicts with information received from he customer service manager in an email where she states that they only go back one year.  Nonetheless,  I have asked for this documentation twice over the phone, and once in writing.  I have not received it, and as of 10 Mar 25, the BBB has not received it, nor any of the other documentation requested.  Trying to figure out why the agent would tell me, I would not be charged, I asked  Mr ***** for clarification when the program starts.  My guess is that it does not start until the specimen kit comes back.  Mr ***** should be able to provide that answer, yet he shows no interest in finding out what went wrong. 
  
   Mr ***** stated that "much of the correspondence was threatening and aggressive which is why we had to block her,  This documentation should be easy for him to produce.  There have only been two correspondences.  One on 17 Dec 24, requesting to speak to the co-owners, and a recent request 5 Mar 24, asking to take this off line if Mr ***** was amenable.  
  
  It appears to me that Mr ***** is making broad assertions and calling it evidence:
  
  1.  He asserts that his employees could not have made a mistake.
  
   2,  He asserts that I, a nearly 72 year old woman at the time, who has never owned a business, should be well-versed in the credit card system.  His continuous lectures on this matter imply that I must be really stupid.  The fact that I have had companies take the credit card information and not charge me until the program starts is one reason that it was not illogical to me.  Even in my youth, I doubt I would have been sharp enough to recognize I was being misinformed.  I recently, made the same mistake.  I was asked to respond in writing, and, was told over the phone I did not need to.  I took her word that I did not need to.  It is in my nature to believe the person is giving me good advice
  
  3.  Mr. ***** asserts I decided not to do the program, using a gym analogy.  I assert Mr ****** telepathy is off.
  
  4.  Mr ***** claims I am spreading false accusations to his affiliates. Again, I would like to see concrete evidence of this, as I have only sought assistance in my desire to engage with a co-owner, or any other concerned party.
  
  Mr ***** claims I have no evidence.   
  
  1.  I contend a lack of expected services provided, along with the absence of explanation regarding why they were not provided, is in itself evidence of a mistake or oversight.   I would expect at a minimum, a reminder that they had not received the specimen kit.  That was the one thing I was told they had showed, that the kit had been sent, nothing else..
  
  2.  The BBB had in fact mistakenly misspelled my email address.  An easy mistake to make, where ***** was spelled with an e, an email which does not belong to me, but is valid, and I submitted it as evidence.
  
  3.  Mr ***** repeatedly states that no communication records exits.   However, the customer service manager did find that my account status was changed.  This would possibly, answer the question as to why I never heard from the company.  Who changed this status?  Why was I not notified about this status change?  Mr ***** is emphatic that there is no record of me contacting them.  Mr ***** is trying to have it both ways.  
  
   4,  I ran across one of several reviews on Reddit about Glow Natural Wellness that echos some of my concerns:
  
      Ive tried them.  I can tell you right now they are the most poorly manged business I have ever purchased from.  I paid up front for a year April or May of 2023.  I received my 1st shipment (several months supply). They do the testing by saliva before sending them then on a quarterly basis.  It is now November ******* Im out or down to the bottom of the bottle.  Ive scheduled phone calls with nurses and have not received any calls back-no calls.  I have sent about 10 emails to customer support-no replies.  I have left the same number of voicemails (they have no one to answer the phone but you can leave a voice mail) no replies.  It appears Dr. ******* got her degree from the and has driven hercart to the next town.  However, I did feel the hormones when I had them! I had more energy and my libido cane back.  The product is a great one-when you can get it.
  
  This reinforces my belief that the company has made an error in the handling of my account.
  
  Lastly, I would like clarification on a statement made by Dr ***** in a podcast on 8 Feb 24, where she said:
  
  "Ive actually created the very best natural wild yam based bio-identical hormone cream.  They are manufactured here in the ** in our *** registered approved facility and Kosher inspected facility.  So, they contain no harmful preservatives, parabens, ETDA or other irritants.  Glow Natural hormones are made with organic ingredients and have a patented botanical formula of herbs and essential oils to help increase absortion and effiveness."
  
  Is this formula patented by her?  Forgive me for asking.  I ask this out of a desire for clarity, as I no longer take marketing claims at face value. 
  
  Can you also clarify whether all the ingredients are organic?  Also provide an entire list of ingredients?  I understand it takes 15 chemical reactions to make a yam into a bio-identical hormone. Can you explain if that is true in your products?  Are there any solvents involved?  What happens if I have an allergic reaction?  Can you explain how a saliva or a blood spot test, which measures one point in time, can give an accurate assessment of what hormones are needed, when it is well known that hormones fluctuate greatly throughout the day?  Am I understanding correctly that it is either the blood spot or saliva test, not both included in the program?  
  
  If the only way I can recoup my money is to take Mr ***** up on his offer, I need to make that decision based off, what I believe is in my best interest.  Having blocked my phone and not responding to my emails, I am left with no choice but to pose my concerns online.  
  I have made several attempts to resolve this matter directly and offline, but Mr. ***** continues to insert himself.  His responses have often been dismissive, and he continues to mischaracterize my concerns. I am still distressed over the potential loss of a significant amount of money due to what I believe is an error on the companys part.
  I respectfully request the opportunity to speak with the co-owners or a senior representative who can address my concerns constructively and in good faith.  Alternatively,  I would like to know if the co-owners are fully aware, and in agreement with the way Mr ***** is handling my situation. 
  
  Thank you for your attention in this matter.
  
  Sincerely,
  ******* J. ******, ***** ****, ret
  ************
  

  
  

   

  Customer Answer

  Date: 03/21/2025

  Dear BBB,
  
  I am writing in response to recent communications regarding the unresolved issues surrounding my account and program enrollment with Glow Natural Wellness.
  
  Following Mr. ***** recent response regarding the possibility of legal action, I have reviewed my previous statements to ensure their accuracy and clarity.  I recognize that certain statements may have been misleading.
  
  In my response dated 23 Jan 25, under the Background section, I stated I canceled the program over the phone within one or two days.  I realize I should have said that I relayed to the agent within one or two days, my intention to cancel, and I was told I wouldnt be charged until the specimen kit was returned.  I apologize for any misunderstanding this may have caused.  While it was not Mr. ***** policy, it was still a statement made by the agent, and I had no reason to believe I was charged since I didnt hear from the company afterward.  Mr ***** assertion that I would pay $1399 and just decide not to use the program is wholly inaccurate.  Having lost my savings twice in my life, I am anything but frivolous with money.  I took prompt action and genuinely believed the program had not been charged to my account. 
  
  Additionally, in the fifth paragraph of the Background section, I stated,  After speaking with the customer service manager on 18 Apr 24, she discovered additional information that further corroborated my claim.  I realize that the phrasing further corroborated may imply conclusive evidence, which was not my intention.
  
  I hope these revisions provide clarity regarding wording, and I would like to emphasize that I never intended to mislead anyone and I have made no defamatory remarks nor would I.  
  
  To address the other issues:
  
  Mr ***** complains about having to respond to a complaint when the complaint was not directed to him.  It was directed to the co-owner/s to avoid the same misdirected talking points.  I prefer to talk to someone who is willing to listen who does not view me as a dishonest person.
  
  I realize now that Mr ***** has taped my conversation with the customer service manager.  Unless he has not listened to the whole tape, he has heard my apology and how profusely grateful I was to the customer service manager for looking into the account.  She had no explanation as to why there were no follow **** nor reminders,  no contact at all, and I regret the extent I had to push before she decided to take me seriously.  I realize now she was just following orders. Finally, she did what any good customer service manager would do, and looked into my account and saw that there was a change to my account status. I believe she said it was suspended.  A change I did not request, nor had it entered into the realm of possibilities. 
  
  Now, there is little question in my mind that Mr ***** is aware his customer service manager, did in fact find an error on my account, and she agreed that it was wrong to keep the money  She acted of her own accord when she said she would go back for reconsideration.  Her discovery of an error validates my concerns. 
  
   Mr *****, on the other hand, (in the ** report) has labeled my statements as false statements.' 
  
  "'Ms. ******** statement she claims that we said she "would not be charged anyway, untill they received the specimen kit back". This is a false statement."
  
   Unless Mr. ***** was present on the call or has the recording of the call, I question how Mr ***** can claim my recollection as false.
  
  Mr ***** makes the following claim where he says it validates' I am untruthful:
  
  You'll notice that she never replied to our previous response to her BBB complaint, claiming that the BBB had not contacted me.  Im sure the BBB can contest that theh did infact contact her, which only validates what Im trying to say about her making claims that arent accurate or true."
  
  Mr ***** omits the part of the response where the BBB also says, BBB has not heard back from the customer. which directly contradicts his assertion.   
  
  Regarding the credit comment, Mr ***** says she says she was not offered credit  when what I said was, I was not offered credit on the "other programs and products.  If in fact, she did tell me about the other programs and products, then I owe Mr. ***** an apology.  While it was news to me that Glow Natural Wellness had more to offer than bHRT, it is very possible, that while trying to grasp the news that I was going to lose $1399 because the company failed to log the call, I was certainly in enough distress, that I may well have not heard her.
  
  Mr ***** further states: "And we're not trying to hold money from people, as she claims, but she never came to us during a reasonable timeframe to request a refund....
  
  I have not claimed they are trying to hold money from people.  Mr ***** states that I did not reach out for 25 or 26 months, yet, this is a blatant misrepresentation.  I am claiming it was within days that I contacted them, and my reasonable explanation for this is that there was no contact from the company afterwards, which is a reasonable assumption Mr ***** has yet to address.  Mr ***** seems to disregard this oversight in favor of accusing me of waiting too long.
  
  Mr ***** states he has archived all correspondence and has a signed contract.  This conflicts with information received from he customer service manager in an email where she states that they only go back one year.  Nonetheless,  I have asked for this documentation twice over the phone, and once in writing.  I have not received it, and as of 10 Mar 25, the BBB has not received it, nor any of the other documentation requested.  Trying to figure out why the agent would tell me, I would not be charged, I asked  Mr ***** for clarification when the program starts.  My guess is that it does not start until the specimen kit comes back.  Mr ***** should be able to provide that answer, yet he shows no interest in finding out what went wrong. 
  
   Mr ***** stated that "much of the correspondence was threatening and aggressive which is why we had to block her,  This documentation should be easy for him to produce.  There have only been two correspondences.  One on 17 Dec 24, requesting to speak to the co-owners, and a recent request 5 Mar 24, asking to take this off line if Mr ***** was amenable.  
  
  I am requesting Mr ***** provide a copy of the signed contract, the medical records, the threatening correspondence, and all other evidence previously requested.
  
  It appears to me that Mr ***** is making broad assertions and calling it evidence:
  
  1.  He asserts that his employees could not have made a mistake.  
  
   2,  He asserts that I, a nearly 72 year old woman at the time, who has never owned a business, should be well-versed in the credit card system.  His continuous lectures on this matter imply that I must be really stupid.  The fact that I have had companies take the credit card information and not charge me until the program starts is one reason that it was not illogical to me.   Even in my youth, I doubt I would have been sharp enough to recognize I was being misinformed.  I recently, made the same mistake.  I was asked to respond in writing, then , was told over the phone I did not need to.  I took her word that I did not need to.  It is human nature to believe the person is giving good advice
  
  Additionally, I was under the impression that the company had control over processing of the order.  I am on the companies' websites when placing the order, and, it has been companies that have contacted me when the purchase did not go through; asking me to contact my credit card company.  Often companies want to keep your credit card info on file in order to process the orders more efficiently.  This is all done from the company website, so it should not be hard to see that someone not from a business background might make those assumptions.  I also, was under the impression the reason companies would not charge an individual until the program starts is to avoid a service charge.  Now, I know different.
  
  3.  Mr. ***** asserts I decided not to do the program, using a gym membership analogy.  I assert Mr ****** telepathy is off.  
  
  4.  Mr ***** claims I am spreading false accusations to his affiliates. Again, I would like to see concrete evidence of this, as I have only sought assistance in my desire to engage with a co-owner, or any other concerned party.
  
  Mr ***** claims I have no evidence.   
  
  1.  I contend a lack of expected services provided, along with the absence of explanation regarding why they were not provided, is in itself evidence of a mistake or oversight.   I would expect at a minimum, a reminder that they had not received the specimen kit.  That was the one thing I was told they had showed, that the kit had been sent, nothing else.  Mr ***** has not contested this.  
  
  2.  The BBB had in fact mistakenly misspelled my email address.  An easy mistake to make, where ***** was spelled with an e, an email which does not belong to me, but is valid, and I submitted it as evidence.
  
  3.  Mr ***** repeatedly states that no communication records exits.   However, the customer service manager did find that my account status was changed.  This most likely answers the question as to why I never heard from the company from that point on.  So, if I had not contacted the company, did the company change the status on its own?  Why was I not notified about this status change?   It appears to me, Mr ***** is trying to have it both ways. 
  
   4,  I ran across one of several reviews on Reddit about Glow Natural Wellness that echos some of my concerns:
  
      Ive tried them.  I can tell you right now they are the most poorly manged business I have ever purchased from.  I paid up front for a year April or May of 2023.  I received my 1st shipment (several months supply). They do the testing by saliva before sending them then on a quarterly basis.  It is now November ******* Im out or down to the bottom of the bottle.  Ive scheduled phone calls with nurses and have not received any calls back-no calls.  I have sent about 10 emails to customer support-no replies.  I have left the same number of voicemails (they have no one to answer the phone but you can leave a voice mail) no replies.  It appears Dr. ******* got her degree from the and has driven hercart to the next town.  However, I did feel the hormones when I had them! I had more energy and my libido cane back.  The product is a great one-when you can get it.
  
  This reinforces my belief that the company has made an error in the handling of my account.
  
  Lastly, I would to  express my concerns regarding the situation i find myself in, and I am seeking clarity on several points related the offer of a credit, where I have no viable way to address my concerns.  It seems that the opportunity to resolve this matter is dependent on accepting the credit which I cannot do without first understanding the full scope of the situation.  
  
  Specifically I would like clarification on a statement made by Dr ***** in a sponsored podcast on 8 Feb 24, where she said:
  
  "Ive actually created the very best natural wild yam based bio-identical hormone cream.  They are manufactured here in the ** in our *** registered approved facility and Kosher inspected facility.  So, they contain no harmful preservatives, parabens, ETDA or other irritants.  Glow Natural hormones are made with organic ingredients and have a patented botanical formula of herbs and essential oils to help increase absortion and effiveness."
  
  Could you confirm whether this formula patented by Dr ************ Forgive me for asking.  I ask this out of a desire for clarity, as I no longer take marketing claims at face value, and I appreciate your answer on this.
  
  Additionally, could you also clarify whether all the ingredients are organic?  It would also be helpful if you could provide an  entire list of ingredients, identifying which if any are not organic.
  
   I understand it takes 15 chemical reactions to convert a yam into a bio-identical hormone. Could you confirm if that is true for the products you offer?  Are there any solvents involved in the process?  What happens if I have an allergic reaction? 
  
  Further, I have concerns regarding the accuracy of hormone testing.  Specifically, how does a saliva or a blood spot test, which measures one point in time, provide an accurate assessment of what hormones are needed, when it is well known that hormones fluctuate a lot throughout the day?   Can you confirm whether the program includes either the saliva test or the blood spot, or both?  
  
  Lastly, if the only way I can recoup my money is to take Mr ***** up on his offer, I would like the opportunity to make an informed decision based on what I believe is in my best interest.   Unfortunately, I have not been afforded the opportunity to have my concerns addressed.  Mr ***** has blocked my phone and is not responding to my emails.  I am left with no choice but to pose my questions online.  
  
  I have made several attempts to resolve this matter directly and offline, but Mr. ***** continues to be the only point of contact, whether an oversight on his part or not.  His responses have often been dismissive, and he continues to mischaracterize my concerns. I am still distressed over the potential loss of a significant amount of money due to what I believe is an error on the companys part, and in addition, not being afforded the opportunity to make an informed decision to accept the offer.  
  I respectfully request the opportunity to speak with the co-owners or a senior representative who can address my concerns constructively and in good faith.  Alternatively, I would like to know if the co-owners are fully aware, and in agreement with the way Mr ***** is handling my situation. 
  
  Thank you for your attention in this matter.
  
  Sincerely,
  ******* J. ******, ***** ****, ret
  ************
  

  
  

  Business Response

  Date: 04/01/2025

  We have already responded repeatedly and in extensive detail to Ms. ******** complaint to the BBB, as well as her complaint to the **********. We feel that our previous responses are sufficient, and they still stand.

  Thank you,

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