ComplaintsforVitauthority
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Complaint Details
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Initial Complaint
09/28/2023
- Complaint Type:
- Product Issues
- Status:
- Answered
I ordered several products on the Vitauthority website that had a 60 day money back guarantee. When I contacted them about returning a few of the items I'd ordered for the guarantee, because they didn't work for me, the company told me that international orders are non-refundable. And since they're in the US, they consider Canada as international. I'm upset because their user experience is completely misleading. When I'm on the site, there is a pop-up that shows that I'm in Canada (which they detect via my IP) and shows that pricing is shown in USD. The products I purchased still had the "60 day money back guarantee" badge and language on them. Under the guarantee it says "If for any reason you decide this product isn't for you, we offer a 60-day money back guarantee. (But we know you'll love it)". All they have to do is add in fine print below that this does not apply to international orders. But they don't do that. It's very misleading. In their return policy, at the bottom of a very long and detailed page, they say "All sales are final on all international sales and no returns or refunds will be considered. Items seized or lost in customs are deemed the customers responsibility and damaged packages are the only packages that will be re-shipped." But I'd argue here, it doesn't say anything about not honouring the 60 day guarantee. They either need to remove the 60 day guarantee badge and sections when a user isn't shopping from the US, or they need to add simple text to the guarantee section that shows on the product page, that it doesn't apply to orders outside of the US. But we all know why they don't, because that would decrease their sales. I can provide you with the order number, items that had the 60 day guarantee and all email communications I've had with the company. I'm looking to get the $200 USD I spent on items with the guarantee refunded back to me.Business response
09/28/2023
Vitauthority offers same or next day shipping on all international orders, duty-free with all customs and import taxes prepaid. Our terms and conditions are clearly displayed on our website and are available to customers during their ordering process - ********************************************** .
While we will do our best to offer solutions to international customers that are dissatisfied with their order, we are not able to process returns or refunds on international shipments as per the International Shipping Policy and International Restrictions.
Initial Complaint
08/03/2023
- Complaint Type:
- Product Issues
- Status:
- Answered
I emailed Vitauthority more than a month ago to cancel the subscription service and let them know that I could not access my account. They did not respond. They charged my card this week and told me I needed to have cancelled more than 24 hours ahead of time. When I sent them a screenshot of the email from June 6th and forwarded the email chain, they said they have no record of that email and that I can return the product. The issue is the restocking fee. After notifying them on June 6th to cancel, they are charging me a fee to return an item that should not have been sent. I've gone back and forth with their customer service over 15 emails and they just give me the run around. Can you help?Business response
08/03/2023
Hello,
We have checked all our inboxes and was unable to find any requests for cancelation of a subscription from the customer. We have offered a full refund for the customer in good faith once product that was shipped out this week is returned.
Thank you,
Vitauthority
Initial Complaint
06/26/2023
- Complaint Type:
- Product Issues
- Status:
- Unanswered
I made a purchase on vitauthority.com for $131.07 . Their guarantee is If you dont like the product send it back within 60 days get a full refund, they also deduct a 15% return fee. Thats fine I get it. But because I sent the product back in a box I paid for, and not a padded envelope they charged me $10 because I used a box. Thats not right or fairInitial Complaint
10/11/2022
- Complaint Type:
- Delivery Issues
- Status:
- Resolved
I ordered 3 bottles of a supplement from Vitauthority for the first time a few days ago. I received the items yesterday and the inside protective seals have been tampered with. I called CS and received a very rude representative. I was told several times its ok to take the product. I do not feel its safe and should not be told to its safe to take the product.Initial Complaint
09/19/2022
- Complaint Type:
- Delivery Issues
- Status:
- Unanswered
I ordered $143 of products from the company on July 30th. At the end of August, when I distill had not received my order, I contacted the company. They explained that the shipping tracking shows that something happened during shipping and the products are now being rerouted back to their facility. They would not refund my money. They would not resend my shipment. Instead they asked me to pay 50% more to resend the products so I would have to pay and additional $70 to receive the products I originally paid for but never received. They have the tracking proof that I never received my shipment and that the products are being shipped back to them. I am out $143 and they get to resell the products I paid for. I have email correspondence from them concerning this situation. Proof that they are not willing to resolve the matter. The tracking information indicates that the package is being sent back to your facilities. I am out $142.98 for products that I never received. According to other complaints and reviews, others have been in similar situations. I feel like they are using shipping policies to scam customers.Initial Complaint
09/06/2022
- Complaint Type:
- Product Issues
- Status:
- Unanswered
I placed an order with this company on July 3, 2022. I received the order July 7, 2022. This company offers a 60 day money back guarantee if you are not satisfied with the product. My 60 day expectation landed on Saturday, September 3. It was also a Holiday (Labor Day) on Monday, September 5. Therefore, I contacted the company on Tuesday, September 6 to return my order. They were completely unwilling to file my return and understand my reasoning for waiting until 9/6/22 to make contact. I contacted them the soonest business day after my 60 day return window. I emailed back and forth with the company a few times and they just kept stating no exception could be made, read our return policy, etc. I also pointed out to them that my stance was a perfectly logical reason for waiting until today to make contact with them - its not like I waited until the end of this week or even a month from now. I made contact first thing this morning, and yet they are not willing to help or resolve the issue whatsoever. Very disappointing that they are lacking in their customer service to the degree they are.Initial Complaint
08/03/2022
- Complaint Type:
- Product Issues
- Status:
- Unanswered
I was sent the incorrect order and a broken item, I was directed to receive a refund with the 60. Day money back guarantee to sent items back, they charge $10 for a return label then I only received a partial refund. I would like my full refund please. I called and spoke to *** and she hung up on me during me explaining I sent back items in the same box they were sent in, she said the post office had flat envelopes I should have used?? That was an additional fee they charged and a restock fee???Initial Complaint
07/25/2022
- Complaint Type:
- Product Issues
- Status:
- Unanswered
Their website says you can try it for 60 days risk free. But if you feel like its not working than you can return it but you have to return the product within 60 from your order date. Not even 60 days from when you received the product but 60 days from your order date! It says on their website "Try it for 60 days risk free". Please explain..how I'm suppose to try it for 60 days and see if it works for me but at the same time if I don't like it please return it before the 60 days from when you order it to qualify for a refund? So in other words you don't really get to try it for 60 days....is that correct? That doesn't make any sense to me. That is false advertising and I would like my money back from my order.Initial Complaint
07/20/2022
- Complaint Type:
- Billing Issues
- Status:
- Unanswered
I’ve filled this out in great length and detail twice only to have it disappear. I am broken. I don’t order subscriptions so to have this company send product I didn’t want, take my money and refuse credit to me after receiving the product back is devastating. I’ve included screen shots of emails this time. I hope they explain the situation. I’d be happy to clarify, if needed. Thank you,*********************Initial Complaint
07/06/2022
- Complaint Type:
- Product Issues
- Status:
- Unanswered
I placed an order on 6/7/22 for the Melt product(order********). I also placed an order on 5/7/22 for the Collagen Burn product (order********). I also placed prior orders for other products that I have no issues with. Both the melt and collagen burn products make me sick (I am unsure why). I initiated a return for both products on 7/5/22. Vitauthority's website lists that there is a 60 day money back guarantee on their products. The return terms & conditions lists that multiple returns may not be allowed to prevent fraud and abuse of the return policy. I am neither committing fraud or abusing the return policy. I am unable to use some of the products because they make me sick. On 7/5/22 the return for order ******** was approved and the return for order ******** was rejected. I emailed customer support asking why my return was rejected. They responded on 7/6/22 saying that only one return was allowed per customer and noted the terms & conditions. If the company only allows one return per customer in their lifetime, they should not be advertising that they have a 60 day money back policy on all products. This is not true and they are falsely advertising that you can get your money back when you can not.
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Customer Complaints Summary
21 total complaints in the last 3 years.
4 complaints closed in the last 12 months.