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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
08/21/2024
- Complaint Type:
- Product Issues
- Status:
- Resolved
The products I received from Herbs Pro are spoiled. I reached out to customer service and instead of guaranteeing the product, they told me they needed to reach out to the manufacturer. After several rounds of communication they told me I would be able to return the product and they would send me a return shipping label. Over two weeks I have sent three emails to them expressing my desire to return the product and I've had no response.
Business response
09/16/2024
Dear Customer,
You had emailed us that the product smells rancid and you cannot consume. We had requested you the image of lot # so that we can raise claim with manufacturer as we are just resellers. We ship the product received from the manufacturer/distributor the way it has been received. Since this a manufacturing issue, you should have directly called the manufacturer or the product line # mentioned on the product.However, some of your emails landed in spam due to which we couldn't respond timely. However, we did send you RMA to return the products and once we receive the products, we will issue complete refund.
Sorry for the inconvenience caused to you.
Thanking You,
Customer ServiceCustomer response
09/20/2024
Complaint: 22172403
I am rejecting this response because:I was contacted by an HerbsPro customer service *** 11 days ago. I was told full refund was being issued and I still haven't seen it on my credit card. I have since returned the product. They asked me to remove the Better Business Bureau complaint but once again have not fulfilled their obligation.
Sincerely,
*** **********Business response
09/30/2024
Hi *****,
Refund has been issued to you. Please see the attached receipt
Thanks,
Customer Service
Customer response
09/30/2024
Better Business Bureau:
I have reviewed the response made by the business in reference tocomplaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
*** **********Initial Complaint
06/28/2024
- Complaint Type:
- Delivery Issues
- Status:
- Answered
Since June 19th my order haven't moved.Business response
07/17/2024
Dear Customer,
We have shipped the order on 6/19/2024 by Asendia with tracking # LX937222291US and as per tracking the order was delivered on 7/8/2024. Please see the tracking URL:-
*******************************************************************************
If you have not received, we request you to contact *********** for further information.
Thanking You,
Customer ServiceInitial Complaint
05/01/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I made an online order at herbpro on 4/16/2024 today is May1st and I have not received a tracking number nor have I received my paid for product called customer service but was hung up onBusiness response
05/10/2024
Dear Customer,
We receive 1000+ emails everyday and we respond within 24-4 hrs. We received your email on 4/30/204 and we replied on 5/2/2024 which was within 48 hrs. Also, we do not charge the CC unless the order has shipped. However, due to unavailability of product, we cancelled your order and VOIDED the charge. Transaction receipt attached for your reference. There will be no refund as we did not charge you.
Sorry for the inconvenience caused to you.
Thanking You,
Customer ServiceInitial Complaint
12/04/2023
- Complaint Type:
- Delivery Issues
- Status:
- Answered
Placed on November 25, 2023 03:25AM order : ArgiMent AT Orange Cream Flavor Powder Count of 1 By Medtrition Order HP390143 site didn't respond to any email or message in siteBusiness response
12/08/2023
Dear Customer,
Thanks for placing the order with us.
All your emails went into SPAM and hence we couldn't reply. But once it was whitelisted, we replied to all your emails. As per your request, we have cancelled and VOIDED the charges. Attached the Voided copy for your reference and the emails that went into SPAM
Sorry for the inconvenience caused to you.
Take care and have a nice day,
Thanking You,
Customer ServiceCustomer response
12/10/2023
Complaint: 20953196
i told them to cancel the order they already cancel it on site and i send another two mail to ask about which time i can refund my money they didn't respond till now as attached .Sincerely,
*************************Initial Complaint
11/26/2023
- Complaint Type:
- Product Issues
- Status:
- Resolved
I have not received my order, and have not received any order updates.Business response
12/04/2023
******** said she never received any communication from us regarding her order. We have sent her confirmation email and we also mention Est shipping date on the product she ordered which was 29th November. We also sent her a delay email on 27th November. We never received any email or call from the customer and was trying to contact her since 27th November.
She directly put the complaint asking for refund. We do not charge the credit card before the order ships and we have cancelled the order and Voided.
Customer response
12/04/2023
Better Business Bureau:
I have reviewed the response made by the business in reference tocomplaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
*********************Initial Complaint
07/26/2023
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
Greetings BBB:I Know ******* well having done business with several excellent businesses in that area and wish I was still in the ** so I could go and beat on their door so I am hoping that you can bring these unethical traders to their senses. I am getting too old to travel now at ************************************************************************* 2007, V4EMS **** in Fontana.There is not enough space here for my information so I will include the following in the great provision you make for me to upload supporting documents.1. My complaint ********* to the *** 2. My followup to that to the *** ********* 3. Copy of all emails with Universal Herbs Inc'4, BBB READ ME Final notes/You will follow from my reporting that maybe Universal Herbs were contacted by the *** and that is why I submitted a followup a few days back.Best regards,*************************Business response
08/04/2023
Dear Customer,
We have shipped and delivered the correct product you ordered. We also contacted the manufacturer and below is their reply:-
"Thank you for your recent interest in our products!Amyloban **** and Lions Mane Amyloban are the EXACT same product! When we introduced Amyloban **** many customers were confusing the **** as part of the Item Number and some were not associating the product with the appropriate mushroom (Lions Mane). So at the end of 2019, we decided to change the name of the product to Lions Mane Amyloban. This is the EXACT same formula, Serving Size, Servings per Container, and same price! The ONLY thing we changed is the name. I attached a copy of the Press Release for your reference. I hope this information was helpful."
Please let us know if there is any other further questions.
Thanks,
Customer Service
Customer response
08/17/2023
From: ******************** <***********************>
Sent: Wednesday, August 16, 2023 12:08 AM
To: info <************************************>
Subject: RE: Case 20360141
Hello BBB:
Apologies for the delay but I had an accident that involved a hospital visit.
There is a lot more in the Amyloban Vs Amyloban **** story that is immediately obvious and I need a few more days to research the matter.
Herbspro definitely offered both products at considerably different pricing at the time I placed my order. There are many merchants still offering both labels.
The other reason I need a little more time is there is a parcel delivery coming in the next few days that seems to coming be from Herbspro and I need to look at that.
Best regards,
*******************************
Business response
08/24/2023
Dear Customer,
If other sellers are selling the old verison, that means they have old stock. We only sell fresh stocks what the distributor/manufacturer have.
Furthermore, i had attached the letter about the information from manufacturer itself that they changed the name since 2019 and hence we recommend if you want to contact them directly and check for more information on this.
What is another package coming from us as we do not see any orders placed under the email you registered with us?
Thanks,
Customer Service
Initial Complaint
07/10/2023
- Complaint Type:
- Product Issues
- Status:
- Answered
I believe this company sent me the wrong product on purpose and is betting that people will keep the product and not seek a refund they are not making the process easy to get a refund and I think they are negligentBusiness response
07/19/2023
Hello,
We had already sent return label to the customer on 10th July and customer shipped the products back. We have also issued refund to the customer on 7/17/2023.
Refund receipt attached.
Thanks,
Customer Service
Initial Complaint
06/19/2023
- Complaint Type:
- Product Issues
- Status:
- Resolved
About 6/8/2023 I ordered a Timesulin Pencap for my humalog kwikpen. Herbspro advertised this cap as the one that would fit my pen. Herbspro deducted a little more than $30.00 from my account and sent the cap but it does not fit my pen. I called Herbspro and was told to return it and they would refund my money. That would leave me with paying for shipping both ways and no pencap, Upon further exploring I learned that this cap hasn't been manufactured since 2016 and was no longer available. Herbspro must have known this. I am a 91 year old diabetic and was taken advantage of by Herbspro. I would like some step taken to stop them from doing this to anyone else.Initial Complaint
06/02/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Poor packaging--arrived with package seal open and missing 5 bottles of nutritionals. No back order notice was included. After several attempts to contact customer service, I ignored those options and waited for an answer on the main line. Eventually I was told that the missing items in my order were being mailed and should arrive June 5 or 6. I never received an email that this was the status of my order or assurances that my missing items were being filled. If delivery does not occur as stated, I desire a refund.Business response
06/12/2023
Dear Customer,
Your orders were split and shipped in 2 parts:-
1st shipment- tracking # 9274899999168310544728- Delivered on 5/27/2023
******************************************************************************************
2nd Shipment- 9261290277968203043552- Delivered on 6/6/2023
******************************************************************************************
Please note- We are retailers and not manufacturer and ship the product the way received from manufacturer. In such scenarios we request you to contact the manufacturer of the product/the product helpline # mentioned on the bottle as we do not open any product.
Sorry for the inconvenience caused to you.
Thanking You,
Customer ServiceInitial Complaint
06/02/2023
- Complaint Type:
- Delivery Issues
- Status:
- Answered
I ordered 2 boxes of Red Ginseng that contains 10 bottles of ginseng tonic. I received 1 bottle and nothing more. I called them several times and emailed them and was given the runaround and was promised I would receive a call from the manager, but never did. They ripped me off for $60.00!Business response
06/13/2023
Dear Customer,
We had requested images of the product that you received, but you haven't responded. We have checked with our warehouse team and they said 1 case comes in a count of 10 and we ship the way it has been received. We cannot the break the case.
Please respond to our email that we have sent.
Thanking You,
Customer Service
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Get a QuoteCustomer Complaints Summary
47 total complaints in the last 3 years.
6 complaints closed in the last 12 months.