ComplaintsforTruvani
Need to file a complaint?
BBB is here to help. We'll guide you through the process.
Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
10/01/2024
- Complaint Type:
- Product Issues
- Status:
- Unanswered
I placed a $177 order 4 weeks ago, which still has not shipped. I emailed them, I did get a generic response that they are selling through products faster than they anticipated but they are working hard to fulfill the orders. Today I noticed a $142 charge to my card because this is a subscription service. I immediately cancelled any future orders. BUT HOW DARE THEY CHARGE ME AGAIN FOR PRODUCT THEY CAN'T DELIVER. I have emailed them that I want a full refund for both orders. Im still pending a response.Initial Complaint
09/24/2024
- Complaint Type:
- Product Issues
- Status:
- Unanswered
I ordered a product from this company back on Sept. 11, 2024. They offered two types of shipping and I paid for expedited. Upon order email confirmation it showed they took the money, yet changed it back to flat rate shipping. I emailed them. 5 days later I received an apology and they refunded that tiny portion of shipping. But never responded to anything else. Website live chat is not a working link - they never answer the phones. They never contact you back. A week later I get a email stating shipped. But it was only when you went to their website and entered the order number. I have been tracking and it keeps showing that the shipping company is still awaiting items. Every few days I get an email showing its been shipped today - but again nothing moves and nothing changes. I have contacted and contacted them. I have now filed a report with ****** - and will be escalating that if they don't make contact. I see from the many complaints filed against them - I should have done my homework. This company clearly is a scam company and just takes peoples money but never ships the items. I just want a FULL refund back in the amount I paid for my product - its been almost 2 weeks and the one shipper DHL shows it "could be delivered" by sept 30 - 3 weeks later. But yet, they do not have possession of the items. It was just a generated estimate based on what the "seller" created on their shipping labels.Initial Complaint
09/24/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
Date of transaction: 09/08/2024 The business website states orders are typically shipped in ***** hours after the order is placed. My order has not shipped after 15 days. *** attempted to contact the company twice. The first contact on 9/12/24 I received an automated email stating they are delayed because of the popularity of the product and We don't have an exact ETA but it looks like your order should get to the top of the line in the very near future. I contacted them again on 9/20/24 urging them to resolve this issue and either ship the item with some form of compensation or cancel the order. They have not responded, nor have they canceled the order.Initial Complaint
08/12/2024
- Complaint Type:
- Delivery Issues
- Status:
- Unanswered
My friend had used them before recommended me and we were going to ***** an order. The shipping address was auto filled to an old address that doesn't exist no mail box no mail. I sent email to change it to my billing address they said no problem. The ** knows nothing about it and I never received it.Initial Complaint
06/26/2024
- Complaint Type:
- Delivery Issues
- Status:
- Unanswered
I purchased protein protein advertised on IG on 6/12/24 for the amount of *****! Its been over 2 weeks since the order and still no shipping information has been sent. I have reached out to their customer service email and have received no response back. I am looking for a refund or the actual product!Initial Complaint
04/11/2024
- Complaint Type:
- Billing Issues
- Status:
- Unanswered
The company Truvani was receiving auto pay but based on five different service agreements and stealing funds and not sending out any productsInitial Complaint
03/04/2024
- Complaint Type:
- Product Issues
- Status:
- Unanswered
This company does not allow subscription orders to have the date changed. I tried changing the date, and the company auto-shipped me a product with no prior warning or notification. The company is using anti-consumer policies: not allowing customers to change their subscription dates, manage their orders, or cancel their orders. The company references a "policy" that states subscription orders have to be altered by a customer service agent, however they have no customer service agents available via phone or live chat. Instead the company is auto-charging me for products I didn't order.When I contacted customer service via email, there was no response on three attempts. Finally, when I contacted via email about a separate issue offering a 20% discount on the next 3 orders for not cancelling the agent proceeded to say the promotion was only for a single order, not three. They have not issued a refund despite repeated requests to do so. They then proceeded to cancel my future orders without my request or permission. Instead of refunding me for the order I did not place, the agent cancelled future subscription orders without my consent. When I reached out again regarding the refund, the agent cancelled a separate, non-subscription order without my consent. There are two issues:1. The company is using anti-consumer policies by saying customers have to contact customer service in order to manage their subscriptions, however customer service is unavailable within the time frame necessary to stop orders from auto-billing and shipping. The company lists methods of customer service contact that are actually have no one available on the other end. The phone number and live chat have no customer service representatives despite saying "contact us." 2. The company has not refunded me for auto-shipping product for which I would have changed the subscription date. I would like a full refund for order #*******.Initial Complaint
02/19/2024
- Complaint Type:
- Billing Issues
- Status:
- Resolved
To whom it may concern,I have been a happy Truvani customer for a number of years. I had a number of items on subscribe & save where I would receive an e-mail a few days before the next shipment. To my surprise, I never received my e-mail to allow me to make changes to my subscribe and save items for the month of February and then I receive a package and my card was charge $282.18 for merchandise not wanted. Order# *******. When I called their support number all I get is a recorded message saying that everyone is busy and my call will be returned. I e-mailed customer support and received the following response: Hi ****,I'm sorry to hear it didn't work out for you. We do offer a 30-day Love the Taste guarantee on all of our products, however, this guarantee only applies to the first order of a product as a way to allow people to try our products out, risk free. It does not apply to future orders of the same product, or to subsequent subscription shipments.Your refund request would have had to have been received within 30 days of that first order, which has since been exceeded. Unfortunately I am not able to approve a refund or return at this time.You can review our policy here:******************************************* Best,Truvani Support~***** Customer Happiness Team Call or Text: ************** Live Chat Here I am lodging a complaint with the better business bureau because Truvani has poor customer ************** ripped me off. I will never do business with them again.Customer response
03/05/2024
Good Afternoon,
I finally got some satisfaction with this company. I received an email offering a full refund if I were to ship back the unopened merchandise to their ************ warehouse at my expense. I received a partial refund on 2/27 in the amount of $232.19. After e-mailing them that I was shorted $49.99 I was refunded on 3/2 $49.99. As of today, they have their merchandise back and I have been refunded $282.18 in full. Very poor customer service. Case closed.
Customer response
03/05/2024
Resolved 3/5/2024
Thank you.
Initial Complaint
11/14/2023
- Complaint Type:
- Delivery Issues
- Status:
- Resolved
I ordered protein powder on Nov. 4, 2023. I spent ****** initially and then was offered a "discount" on an additional product for *****. My order number is *******. My son also ordered products the same day and he received his order a few days ago. I have reached out twice to the company and they send back a generic email stating that they would be getting back to me, however I have yet to receive any communication back from them. Their site states that they have "quick shipping", but this has not been my expereince.Customer response
11/30/2023
Thank you so much for reaching back out. I have heard from the company and the issue has been resolved. I appreciate your interventions for an acceptable solution.
***********************
Initial Complaint
11/13/2023
- Complaint Type:
- Delivery Issues
- Status:
- Unanswered
I made multiple individual orders with this company, and its been about a month and I still havent not received some of the items. When I email them, I get an automated response that someone will get back to me but no one does. I understand that items are on backorder but you charged my credit card, will not respond to emails, and youre still marketing the product thats on backorder.But the mail issue is that they will not respond to my request to cancel my subscription. per their website instructions, I have emailed many requests to cancel my subscription, its supposed to be that easy and straight forward - cancel any time. Per their website. This is what is stated on their website, I printed it to make sure they dont make changes:CANCELLATION OF SUBSCRIPTION PROGRAM You may cancel your subscription to Products offered through the Subscription Program at any time. Please submit cancellation requests at least 72 hours before the subscription is scheduled to rebill. If there is an outstanding order associated with your subscription, the cancellation will go into effect once that order is processed by Truvani.Ive emailed multiple times and they will not cancel it. This feels like a scam. I am very unhappy with the service and I would like to cancel my subscription and for them to honor their own policy and stop dodging emails. I am not looking for a refund at this point, just a cancellation of the subscription because I do not want to continue service with this company. But I cannot seem to get a hold of anyone although Ive sent three emails already and tried chatting on the chat option (no response). Please help me get the month you subscription canceled asap.
*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. ↩
BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period. BBB Business Profiles are subject to change at any time. If you choose to do business with this business, please let the business know that you contacted BBB for a BBB Business Profile.
As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation.
Customer Reviews are not used in the calculation of BBB Rating
Contact Information
Customer Complaints Summary
18 total complaints in the last 3 years.
9 complaints closed in the last 12 months.