ComplaintsforHumanN

• Initial Complaint

  11/15/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  Placed order with company on 16 October 2024. The order was to be sent to a military installation overseas (*** AE) which required either **** as the carrier or if sent via ***** or **** would eventually need to be handed over to **** for final delivery. The package was sent out by the company using *****. Between ***** October the package went from ********* (**), ************ (**), ******************* (**), *********** (**), ****************** (**), ************* (**) back to *********, ************, ******** (**), *********** and finally has been sitting in *************. I reached out to HumanN and spoke to them about the package not moving from ***** and was told that it would be handed over to **** to complete the delivery. After a week of sitting and not moving, I again reached out to HumanN and said it was not being turned over and that I wanted a refund. They *** stated she would elevate my issue to the supervisor. I received an email from the supervisor (*******). I emailed her back letting her know i was overseas but would call in when I could. I did so about 2 days later. She explained that normally the system catches the *** and sends out by ****. She stated the package came back to them the day prior and would be sending out a ***lacement. I received an email stating a new order confirmation was received, however that email did not have an order #. That was on ************************************************************************** the email does not work. Today, 15 November, I signed into my HumanN account and it does not show any ***lacement order on the account. It does not show the very first order (***** one) as having been returned to them nor delivered to me. Checking ***** site, that order is showing its still in *************. On HumanN site, it shows the products I ordered as not even in stock. I have no faith that company actually shipped out a ***lacement and require a refund now without hesitation or question.

• Initial Complaint

  01/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On 11/12/23 I received email from Humann directing me to update my payment method online. I tried numerous times and was locked out of system. I sent Humann an email stating I was locked out of system. The only way I could get into system was to place a new order #******* on 11/13/23 for $150.56. Subsequently, without my authorization, Humann processed order #******* for $328.29 using my new credit card provided for the $150.56 transaction. I did not order, authorize use of credit card or receive order #*******. Humann never communicated with me over the phone despite numerous attempts by me to address these issues. Each and every one of my phone calls was answered with an email stating they were working overtime and their response time was taking up to 1 or 2 business days. Please see email communications attached.

  Business response

  01/12/2024

  Please notify the customer that the refund check has been issued and was sent out today (1/12/24) via **** 2-day Express Mail. The tracking # EJ606444975US. Check # *****. Once again, we apologize for the delay. Thank you.

  Customer response

  01/18/2024

  Complaint: 21105948
  
  I am rejecting this response because: As of 3:00 PM Pacific Standard time on 1/18/23, I have not received a check. Business stated on 1/12/24 they mailed me a check via **** 2-day express mail. I will not accept any response other than receiving my refund check. 
  
  Regards,
  
  *******************************

  Customer response

  01/31/2024

  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.

  
  
  Regards,
  
  *******************************

• Initial Complaint

  12/14/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Company was to remove me from auto renewal and they did not. The company removed money from my bank account without permission in the amount of $131.20 on November 06, 2023. My bank account was closed on November 9, 2023. I contacted the company on November 9, 2023 about them removing the money, they canceled the subscription, said they would refund my money after I return the product. Company sent an email stating that they had successfully processed the cancellation of the subscription. I advised them that my bank account was closed and they would have to refund me by a check. They advised me that once they received the product it would take up to 10 business days to issue the check. The product was returned to them on November 16, 2023 and they received it via U.S. Postal on November 18, 2023 at 9;25 a.m. per **** tracking. According to the company, they stated they returned the money to my bank account on November 22, 2023. No money was returned per the bank. The company states the bank is lying and they returned my money, they will not do anything further. The company says they have proof that they returned the money. The bank stated that if the company had returned the money or even attempted to return it, my bank account would have been reactivated within a 36 day period from time of closing my account. My bank showed me the account was still closed and there was no transaction attempted by the company. This was done on December 11 which is within the **************************************************************************** and showed me their proof. The companies supervisor ***, said they will look into it further and talk with his accounting and finance department, and get back with me. I never received a call back from ***, I contacted him December 14, 2023 at 10;15 a.m. *** advised me that his company looked into the matter and still stands by they returned the money and the bank has it. *** was advised that the BBB and an attorney would be contacted.

  Business response

  12/19/2023

  The originating purchase for this subscription was created with the cardholder's knowledge of the subscription. The purchase included a subscription discount. The cardholder received multiple indicators that this was a subscription order including customer service information printed on their packaging slip. The cardholder knowingly agreed to the subscription terms on the page including a no-hassle cancellation policy and a 90-day return period. Further documentation including the transcription of the call is available if necessary.
  
  While there was a lot of communication, the first notice we received to cancel this was 11/13/2023,when the order processed as scheduled on 11/6. If he had multiple accounts I would recommend doublechecking which bank he's checking with; the refund did occur and can be traced with what they'll refer to as either an ARN (Acquirer Reference Number) Or Trace ID: ***********************. This refund took place on 11/22, and I have attached copies both of the charge and the refund.

• Initial Complaint

  12/12/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Sent product back to HumanN but never received a refund.

  Business response

  12/28/2023

  Apologies for the delay. We have attempted to refund the customer's original payment method (PayPal) but the transaction is past the 180 days that PayPal allows for refunds. Our authorized check signers (CEO and CFO) are out of the office and unable to physically sign any checks. Please advise if you are able to provide us with ACH Information so that we can send payment electronically. Thank you.

• Initial Complaint

  11/14/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I am writing for my mom who is an 80 year old woman that is under my care. She recently lived in ******* and now live with me in Alabama .She doe not have any memory of approving a subscription of the Beet product. She only remember purchasing it in a store. Last week her account was automatically accessed to pay for the product in the amount of $43.26. I reach out to the company to explain her situation and that she no longer lives in *******, They said that they already shipped the product even though I contacted them when the product was still in pending. The then offered a 15% discount on the order OR to arrange return. Well, I told them that no one is occupying the address the product was going to and go ahead a do what was necessary to get their product back but that she wanted her subscription canceled and money refunded. They canceled the subscription but have refunded nor have they responded to any more emails or text we have sent. My mom is losing her memory, she is under 24/7 care and is on a fixed income. I feel this company is not authentic in their dealings and is taking advantage of people.

  Business response

  11/16/2023

  The originating purchase on 3/16/2023 was completed over the phone by an authorized user or the cardholder, who provided the full credit card number, expiration date, and CVV code. The team member confirmed the purchase and sought approval before authorizing the card. Further documentation including the transcription of the call is available if necessary. Their second and third emails were sent on 11/13, and our agent assured them of an imminent refund. On 11/16, a refund has was completed. Please see attached. Our company takes care of all of our customers like they were family. We would not be in this business/industry for over 12 years if we didn't care. Sometimes, it takes a little bit of time for refunds to process. We simply ask for patience.

  Customer response

  11/16/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is acceptable however, they did NOT confirm any refund until AFTER many emails,  an offer of a discount to keep the product, and did not acknowledge or respond to emails in respect to refund until after.
  
  Regards,
  
  *********************** Pryde

• Initial Complaint

  10/02/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased super beets chews I gave them my credit card number to pay for a one time purchase two months ago This morning September 30th I received an email thanking me for my order that wasn't authorized in the amount of $80. and change Just because you pay for an item once, doesn't mean that the company has full range to keep charging me. I NEVER asked for more super beets to be sent to me This was the first time ordering this item

  Business response

  10/09/2023

  We do apologize for any confusion caused; to rectify the situation we are extending a special exception and providing you with a prepaid label. Upon receipt of the item, we will process a full refund promptly. (Return Label attached)

• Initial Complaint

  05/31/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Ordered memory focus from this company and, within an hour, changed my mind but company would not cancel order. I accepted that one time loss. To my shock, received another order this month. Called the company and they said i agreed to free shipping which, to them, ********** renew each month. I had no idea and never gave them permission to use my card monthly. They really need to be investigated. They said they have cancelled auto renew and, once again, I am out for this order. Really irritating. They did not even offer to refund and I just want it over with.

  Business response

  06/05/2023

  Our ******** Service Supervisor, reached out to the customer but was only able to leave a message on voice mail. Refunds of both purchases have been completed. Attached are the receipts reflecting the refund back to the original payment method.

  Customer response

  06/19/2023

  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.
  
  Regards,
  
  ***********************

• Initial Complaint

  05/01/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I was placing an order on their website and they said to sign up for emails and text alerts and get 15% off your purchase. I signed up, got the discount code and entered it. It said "Discount code isn't valid." I contacted them and they said since I had a superior deal in my cart that I couldn't get my 15% off. This is so wrong - to get people to sign up and give their email address and text number and then not do as they say. Bait and switch!

  Business response

  05/17/2023

  Please find attached, a copy of the refund transaction back to the payment method used at the time of your order. This refund reflect the discount you requested. Let us know if you need anything else.

  Customer response

  05/30/2023

  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.
  
  Regards,
  
  *****************************

• Initial Complaint

  03/21/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  This company has subscriptions for their health products. I was on a subscription for a beet based brain chew which I thought I had cancelled in August of 2022. In February of 2023 my credit card was billed for a new installment of this subscription.When I saw this I instantly called the company and asked them not to ship the product as I do not want it. I was told that because I had not successfully cancelled the subscription in 2022 it was automatically billed to me. I told them I understand that but please ensure the subscription is cancelled and do not ship the product as I do not want it. I was told that they could not stop the process as the order was already at the warehouse and about to be shipped to me. So I was told to just return the product when it arrives and I would be refunded the money. I found this all to be unprofessional as I was begging them not to ship it to me yet they told me that there was nothing that could be done at this point and I must return the product when it arrives.Upon arrival of the product to my home I immediately sent it back to the company. This has not arrived at the company and they have refunded me for the product but they will not refund me for the shipping. I do not understand why they must keep the money charged to my credit card for the shipping as I told them not to ship the product to me in the first place. Please may I know how I may be able to get assistance in this matter or what I may be able to do as I do not thing it is fair that I should pay for shipping for an item which I asked not to be shipped to me and which I returned to them.Thank you.

  Business response

  03/29/2023

  Please find attached, a copy of the refund transaction back to your card for the shipping charge as well as your order. Let us know if you need anything else.

• Initial Complaint

  02/08/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  The following emails confirm that I canceled the account on January 25th. On February 2 they charged my account $90.51. Just a friendly reminder that your HumanN subscription order for Neo40 30 Lozenges is scheduled to process. Your order is set to ship on February 1, 2023 with Free Shipping! As a reminder, you've locked in extra savings for each shipment as a subscription customer, allowing you to stay committed to your health. If you want to modify your subscription before this order ships, just click through to your online account within ***** hours of the shipment date. If you prefer to connect with our customer support team, please contact us here. This was canceled but on Feb 1 there appears a charge to my account. Please reverse this charge as this service was canceled as per this email from you.On 1/25/2023 9:49 AM, HumanN Customer Support wrote:> > ********************** logo >> ##- Please type your reply above this line -##>> Your request (#*******) has been updated. To continue the conversation, reply to this email.I have received nothing. I want the amount of $90.51 credited to my credit card as I requested in my previous email. If there has been no credit to my card by noon (MST) on February 6th, I will notify the proper authorities and the BBB of what appears to be some type of fraudulent action or deliberate stalling of reimbursing my account.On 2/1/2023 8:10 AM, HumanN Customer Support wrote:> > ********************** logo >> ##- Please type your reply above this line -##>> Your request (#*******) has been updated. To continue the conversation, reply to this email.> >> ********** (HumanN Customer Support)>> Feb 1, 2023, 09:10 CST > Hi ****** > > Your subscription was canceled. It may have been sent by accident. You can return the package once you have received it for a refund.> > If you need anymore assistance please let us know.>> > Have a good day.

  Business response

  02/10/2023

  Per our *************************** team, this looks like this was an agent error, the subscription should have been canceled on 1/25. We processed the refund for this order. Please see attached.
  

  Customer response

  02/13/2023

  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.
  
  Regards,
  
  *******************************

*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. ↩