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Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
09/30/2024
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
I placed an order with this company over a week ago. I have yet to hear from them, they have yet to respond, and they pulled over 100$ out of my account. I sent several emails and they have yet to respond. This is horrible customer service and I would like my order shipped. I am ready to file a police report if they cannot respond or ship my orderBusiness response
10/01/2024
Hello! We are very sorry for the trouble. The customer's orders were canceled and refunded. All the best!Initial Complaint
09/18/2024
- Complaint Type:
- Delivery Issues
- Status:
- Resolved
Over 2 weeks and my items have not shipped. They blamed a 1 day holiday then a sale but have had other sales since yet my order is still in processing. They have stopped responding and won't expedite my order that they have charged me for. No resolution on their end. Their estimated days of shipping have come and gone. Now they have gone silent while I email them everyday for an update.Business response
09/18/2024
We have replaced this order to be shipped overnight. A change in shipping software has caused an issue with some orders. I'm sorry to say this is one, and we will do what we can to make it right.Customer response
09/18/2024
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
03/20/2024
- Complaint Type:
- Delivery Issues
- Status:
- Answered
Only ordered item after being told it would ship *****. I checked that I needed to expedited shipping, which I paid more for. Attached screen shot of this online chat as proof. Followed up with order number to ensure it was shipped *****, not ****. Also attached this as screen shot. Many **** issues where I live and I never would have ordered from this company and paid extra for **** shipping. Only ordered because I was told it would ship *****, which was not true. I will likely never receive this item, and never receive a refund from this company, given the complaints here and on Google.Business response
03/22/2024
Hello!
This was shipped TWICE and will be delivered TWICE :)
*****************************************************************************************
Initial Complaint
12/04/2023
- Complaint Type:
- Customer Service Issues
- Status:
- Resolved
I have ordered from them couple of time and paid extra twice for delivery. Both time I had to follow up because they said they lost the order in the system. They create a label and never mail it out. My 3 -5 day shipping took two weeks. When I reached out, they did not provide any credit for the delay. (order number - *********)Business response
12/04/2023
Thanks so much for your order, Joy! I'm sorry to hear that ***** lost your package, and I'll refund your shipping now
Have a great week!
Customer response
12/04/2023
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
04/10/2023
- Complaint Type:
- Delivery Issues
- Status:
- Resolved
On April 3rd I placed the order #********* and paid via payment slip the same day. M&S was contacted at least 3 times, providing the receipt, but we can't reach solution.Business response
04/10/2023
Hello!
This paymnet failed, and our paymnet processor is working not to refund the customer or capture the paymnet and ship the order. See below.
" **** **** (Customer Service Department)
Apr 4, 2023, 1:49 PM MDT
Hi ****,
Thank you for sending that one over I will add it to the list I have going. From what I have seen the fix the processing partner implemented on Monday seems to be working so we will continue to monitor txn's to make sure this isn't happening. If anything gets reported please send it over right away and I will make sure to add it to the existing list and if it has happened since Monday I will be all over them to get a solution.
That said the existing refunds are in progress and are in a varying state as soon as I have confirmation they are all completed I will let you know!"Transaction Id: ********
Payment State: AuthenticationPendingBusiness response
04/21/2023
This issue is being sorted by our paymnet processor and is out of our hands. Below you'll find the email that was given to us yesterday with an update of the situation. A refund will be given, but it may take just a little more time
"For these refunds it turns out that there was a much larger issue then initially explained to us going across everyone that our processing partner works with. They have promised that the issue has been resolved and looking over recent transactions it does appear to be fixed as well.
This means is the list is expanding more and more as they find more examples I have a doc with them showing the status of the transactions as they get refunded to the customer. What this means for you is you may still get customers saying they have paid but it showed cancelled for older transactions, if this happens please send them my way on this thread and if they aren't already on the list I will send them their way to get a rush on the refund.
The email the customers will receive the refund notice from is either *********@******.com or r************@******.com if a customer is saying they have not received the email please ask them to search for either of these two emails and hopefully it will show up. Any customers that cannot find the email please let me know and we will let our processing partner know and they will directly contact the customer via phone to process the refund.
I understand how frustrating this is for everyone involved and what I will do is send Friday updates in this thread with completed statuses on refunds."Customer response
04/21/2023
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
12/28/2022
- Complaint Type:
- Delivery Issues
- Status:
- Answered
I ordered a product through muscle and strength. The estimated release date through ***** was on 12/21/2022. I live in chesterfield, Virginia. The package arrived in Harrisonburg, Virginia on thst date. I then get an email from ***** saying my package was in martinsburg, West Virginia and my new date yo was receive was 12/26/2022. Today 12/27/2022 I have not received it snd just got an email saying I will receive it on 12/28/2022 and that it is in Hagerstown, Maryland. The package came from South Carolina and is now north of where I live. It doesn’t make sense. My tracking number is: *******************. All I want is what I ordered.Business response
12/28/2022
I'm sorry to hear that, *******! I'll be happy to refund your shipping costs. I'll also reach out to ***** to make sure you get this today.
All the best!
Initial Complaint
12/12/2022
- Complaint Type:
- Product Issues
- Status:
- Answered
I got a product from this company that was damaged and they are refusing to either give me a refund or provide a replacement, they are ignoring all my calls and emails regarding the issue and refuse to communicate with me on the matter..Business response
12/12/2022
Hey ********!
I'm sorry again to hear of the damage. We replaced that for you a few days ago, and the tracking would be emailed to you later today. Of course, do let us know if we can help in any other way!
Initial Complaint
10/26/2022
- Complaint Type:
- Delivery Issues
- Status:
- Answered
Did not receive my order . Bank says I paid for it. Whey protein is what I ordered. Hope you are not a scam company!Business response
11/14/2022
Business Response /* (1000, 7, 2022/11/07) */ Hello! This shows delievered on the 26th. https://www.fedex.com/fedextrack/?trknbr=XXXXXXXXXXXXXXXXXXXX&trkqual=XXXXXXXXXXXXXX XXXXXXXXXXXXXXXXXXXX FXSP Please do let us know if you need any help with this. *******@muscleandstrength.comInitial Complaint
07/07/2022
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
I have been purchasing supplements from Muscle and Strength for years, however, the whey protein I usually buy was out of stock at M&S recently, so I purchased soy protein from the same brand instead. Unfortunately, I started experiencing serious hair loss after I use the soy protein for about one week. I stopped using it immediately and contact M&S for help because their website offers "100% satisfaction guarantee on every product". Surprisingly I didn't receive any feedback from M&S for more than a week, so I decided call their phone #X-XXX-XXX-XXXX but found out the number was not working. I emailed M&S again and finally got the attention form Ashley, after a few emails exchange Ashley told me to send the product back to them, but when I asked Ashley about the return label they mentions on their website she stated that was for "damaged upon arrival and defective"? I am not sure the soy protein was defected or it supposed to cause hair loss so I didn't get any further with her. At this point I was frustrated and very disappointed with M&S's customer service. It is very stressful to email back and forth with M&S for a few dollars, so I hope BBB can step in and help me to get full refund with shipping and return. I just can't see myself paying for anything that harmed my body.Business response
07/15/2022
Business Response /* (1000, 5, 2022/07/07) */ Hello! We'll go ahead and send you a return label. Happy to refund that. Stay well!Initial Complaint
02/03/2022
- Complaint Type:
- Delivery Issues
- Status:
- Resolved
Hello Sir/Madam I am ***** .lived in portugal. Since 2020 I placed order to Muscle and strength but some time I had problems with delivery but . I still placed a oder because they are the only one how provide good discounts. But since last two times my order I doesn't received one order********** come back to US and they refunded my money then I placed another order in January ********** but I doesn't received this order its showing me in portugal but with wrong name and wrong Address. And I don't able to receive this order Now who have a fault in this What would I do .please provide me the solutionBusiness response
02/10/2022
Business Response /* (1000, 5, 2022/02/03) */ Hello! We would be happy to refund you. Please email me at *******@muscleandstrength.com. Take care! Consumer Response /* (2000, 7, 2022/02/08) */ (The consumer indicated he/she ACCEPTED the response from the business.)
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Customer Complaints Summary
13 total complaints in the last 3 years.
4 complaints closed in the last 12 months.