ComplaintsforTranont

• Initial Complaint

  09/26/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I have been using Tranont for quite some time. Where I live, we do not have mailing addresses so I have a forwarding service. This has never been a problem and I have always received my orders in a timely fashion. My last order due to an error by try not they double shipped when I called them to complain, they just told me no big deal just send it back, I said fine but you have to pay for the shipping because it’s a mail forwarding service. They won’t just send it back for free. We went back-and-forth for a few days and they finally just Gave me credit for their mistake. This week I went to place an additional order. My account is flagged. For some reason I did not make the mistake they did, I chatted, I emailed. Everyone gave me a different answer as to why I can’t place an order , they told me my credit card was declined. I called my credit card company. They told me there was no attempt made to authorize my card. The next person told me I needed to update my mailing address which I did. They told me it’s not a valid address. The next person told me it’s my credit card again so I changed credit cards. The credit card has an unlimited line of credit and I have zero balance, they sent me an email that my card was declined and I need to contact the issuer. I called the credit card company again. They told me there was no attempt at a transaction. They told me there’s a problem with the company and my account is clearly flagged. I emailed again asking for assistance. I would need to place an order, they can’t figure out why I can’t get an order processed clearly there is some flag on my account because I initiated her charge back with my credit card when they made a mistake when they rectify that mistake I withdrew my charge back . I assume the issue was resolved. Nobody at Tron can tell me why I can’t get an order. Customer service is atrocious.

  Business response

  09/27/2024

  ***** – We apologize for this frustrating situation and for any stress that you experienced.
  
  Our records show that a refund of $474.95 was issued to your AmEx ending **** on September 20th. We ask that you allow 7-10 business days for the refund to show in your AmEx account, but frequently CC company processing tines are faster than that. You may have already seen that refund, or you should see it any day now.
  
  Regarding your orders where the credit card was declined, we have researched this and found that the orders were being declined by Kount (a third-party charge verification and fraud detection system Tranont utilizes) because the billing address provided did not match the billing address on file with the credit card provider. The billing address that you were providing for these orders was the address of the mail forwarding service you utilize (**** ** **** ***, FORT LAUDERDALE, Florida 33315). Kount will be able to better identify your orders as valid if the accurate billing address is provided.
  
  In reviewing previous orders on both of your accounts ID# ****** (***** *****) and ID# ****** (***** ******), you have previously provided your billing address as ** ***** ***, Islip NY 11751. If that Islip address is your correct billing address, we encourage you to provide that as your billing address for every order.
  
  We did receive your order #******* yesterday and we manually ensured that charge was approved by Kount, despite it also providing the Fort Lauderdale address as the billing address. This order is being packed today and has been assigned USPS tracking # **********************.
  
  We hope this is satisfactory to you and look forward to providing any additional assistance.

  Customer response

  09/27/2024

  
  Complaint: ********
  
  I am rejecting this response because:

  I only changed my address because your rep told me to! She said you would no longer ship to the address provided. Three messages from you saying my credit card was declined and I needed to “fix things on my end”… meanwhile it was your system that was the problem.

  the previous order that required a refund was your fault. You double shipped an order. Yes  I received  a refund, as I should have bc you billed me twice.
  My frustration stemmed from your customer service, each person I dealt with found a different excuse as to what the issue was, all blaming me and my card. No accountability was taken by you at all. last night after I filed a complaint I recieved an email claiming I will not have anymore problems and they were “able to push my order thru”. 
  
  
  Sincerely,
  
  ***** *****

  Business response

  09/30/2024

  ***** – Thank you for your response. Again, we apologize for any frustration that was caused by our Customer Service. We are conducting additional training with our customer service agents to better handle unique situations like yours.
  
  We acknowledge that we double shipped your autoship order, and we apologize that the error occurred. We refunded that order in full and issued a $50 credit to your account.
  
  We also apologize if there was any confusion between your shipping address and your billing address.  We would like to ensure that the correct billing address (specifically billing zip code) is on file for your credit cards. If you are amenable, we can have a senior customer service agent call you to update your credit cards on file with the correct billing address information. Having the correct billing address information on file will greatly reduce any chance of your orders being held for review by Kount (a third-party charge verification and fraud detection system Tranont utilizes).

• Initial Complaint

  08/10/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  On 6/11/2024, I placed an order for their products and subscribed for a shipment to arrive in six months. July 11, I was awoken by a text at 3 oclock in the morning saying that my order was on its way, I immediately reply to cancel shipping and subscription as I did not subscribe to a monthly basis order. Refused package and had local **** return to sender. On 8/9/24 after starting a chat about the status of my credit refund. First they had to check if item had in fact been returned, yes warehouse had it but did not enter that information. Then I was told about all these changes they add if a package is returned and a fee for not having an RMA? When I mentioned that I would be contacting my credit card company, the reply was that if I did that, there would be more fees to pay! Before ending chat I was asked if I wanted to proceed with the refund. I chose to say yes because I just dont want to deal with this place and their tactics. By the way, out of $245.79 the amount theyre going to credit my account is $180 something.

  Business response

  08/12/2024

  We apologize for this situation. A full refund of $245.79 has been issued to your card ending 2612. Please allow 5-7 business days for the refund to show on your end.

  Customer response

  08/13/2024

   
  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

  07/03/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Contacted tranont June 26 to cancel subscription prior to shipment. My message read: I thought I canceled my subscription but I received confirmation of an order I didnt place. Please help! I do not want this product Tranont representative responded 7 hours later and canceled the shipment but has retained a 15% fee from my refund amount for the cancellation. I do not agree to this 15% fee when the subscription was cancelled prior to shipment. This is theft. I want all of my money back.

  Business response

  07/05/2024

  We apologize for the frustration and dissatisfaction in this situation. We have issued a refund for the 15% cancellation fee. The refund for $59.94 has been issued to your card ending 2838. Please allow 5-7 business days for the refund to process.

  Customer response

  07/05/2024

   
  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

  05/24/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On 4/21/24 I ordered products from Tranont a company based out of ****. I selected the auto ship program to save money. I requested the next shipment arrive about 8 weeks later, although at the time I considered 12 weeks. On or about 5/20/24 I realized via an email that the next shipment was on its way, one month too early. I promptly contacted them in an email to alert them of their error. After several emails that were indicating the second shipment always comes in one month and the following will be in 8 weeks, I attempted to call and unable to leave a message or speak to anyone. I was told they do nothing wrong but I misunderstood and they will cancel the order but charge me a 15% restocking fee. I replied and told them that I did not authorize the almost $200 charge and I do not authorize the 15% restocking fee either. This is wrong, fraudulent for one to deliberately ask for an every 8 week shipment and their policy to be that they ship the 2nd shipment in 4 weeks. I had not even opened the first shipment yet as I was finishing the use of other products and did not want to waste them. Since they are adamant about the problem with their fraudulent methods, I feel strongly the consumer should be clearly educated on their process before they agree and there should be no charge for their error. The sales rep I work with was equally surprised at this and seemingly unaware. She indicated that the person I was communicating with must be new and she would get to the bottom of it. Thanks for your assistance.

  Business response

  05/28/2024

  We apologize for the error that caused the Autoship order to be shipped early, and for the misinformation that was initially provided. A full refund of $192.47 has been issued to your credit card. Please allow 7-10 business days for the refund to show on your credit card.

  Customer response

  05/31/2024

   
  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. Providing of course that the refund indeed shows up credited back to me. 
  
  Sincerely,
  
  ***************************

• Initial Complaint

  04/20/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I bought a product from this company tranot. It was called zest I used it twice and it made me sick. I returned the product and I sent through email the information as to what happened to me and they still refuse to refund my money. They don't care about what happens when someone uses they're products and get sick. I've tried everything and they just refuse to refund my money.

  Business response

  04/22/2024

  We regret that ******* had a negative experience with Tranonts Zest product, and that there was any confusion as our Customer Support team communicated with her about returning and refunding her order.
  
  We have issued her a full refund of $45.99 to the credit card she used to pay for the order.

• Initial Complaint

  04/20/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I was told that I would lose weight with this product. It was taken as prescribed for six weeks and I did not lose a pound. I was not told to diet or exercise along with the plan. Im limited in my activity and did not change my eating habits. If you need to do this they should provide some instructions.

  Business response

  04/22/2024

  We regret that **** was given misinformation about Tranonts Transform product. Accurate information about Transform is available on the product webpage *************************************************************; If **** will let us know who introduced her to the product and provided her with that misinformation about weight loss, Tranont will conduct additional training with that individual.
  
  We are happy to work with **** on a refund of her order. Our records show that she has not previously contacted Tranont requesting a refund.We will email her with the *** (Return Merchandise Authorization) number and the return instructions.

• Initial Complaint

  04/18/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I bought product from this company (2 bottles Glow), I tried it for a month. I noticed an reaction and looked at the ingredients in the product and found that, some of the ingredients caused me to go to ER. Since this is the only product I have been taking differently. I did not know that certain ingredients were in the product. I emailed the company, and subsequently called them to explain to them that I wanted to return the product since I was informed early on that there was a money back guaranteed stated to me by one of their representatives. They replied that I was not able to return the unopened 2nd bottle because some time has elapsed. I would like you to help me resolve this issue and get a refund of $143.99

  Business response

  04/19/2024

  Tranont is always happy to work with customers who have a health reaction to our products and would like to return the products for a refund.

  
  In this particular situation with *********************, her order for **** was delivered on February 14th, and on February 17th she confirmed to Tranont that she had received the order.

  
  On March 25th, ***** charge for this order was disputed with her credit card company. Tranont lost this dispute, the credit card company issued the reversed funds to **** on April 2nd.

  
  On April 17th, **** called Tranont inquiring about a refund for the Glow product she had purchased as she had realized after consuming one bottle then reading the label that it contains ingredients she cannot have. The Customer Support agent explained *********************** standard return policy, but then explained to **** that she had already received the money back for the order as she had disputed the charge. **** replied that she had told her credit union that she had received the order and had asked them to return the money to Tranont. The Customer Support agent explained that ********************** has not received any money back for her order, and asked **** to email Tranonts ********************* with any details so that they could see what may have become of ***** request to her credit union. The agent provided this email address to ****, including spelling out the email for ****. As of the morning of April 19th, Tranont has not received any funds back for Lynns order, or an email from **** to the *********************.

  
  As **** already received a refund for this order by disputing her credit card charge, Tranont cannot issue her an additional refund. 

• Initial Complaint

  02/23/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I singed up to be an associate on 1/25/24 and ordered the Health & Beauty Bundle for a total of $653.28 and have not received any of my product yet. They claim products will ship separately, yet I have received nothing! I was told on Feb. 5th some product would ship within 7-10 days, nothing! I was told everything would this past Friday, 2/16, still nothing! They have an incentive to promote within the first 30 days which is very hard to due without the product! I have contact by email and phone, my upline has also reached out on my behave and still nothing! I called today, on hold for over 20 mins, waiting call back. I am requesting a full refund!!! This is terrible business practices and not a company I am comfortable partnering with.

  Business response

  04/25/2024

  Unfortunately, Tranont was experiencing a backorder issue at the time of Ms. ******’s order.  Most of the items from her order were delivered on February 28th. Two items were still on backorder; Tranont informed Ms. ****** that the backordered items would be rush shipped as soon as they were available.
  
   
  
  On March 11th, Ms. ****** disputed the full charge for her order with her credit card company. The next day, Ms. ****** emailed Tranont asking when the backordered items would be shipped to her. She was informed that the items would not be shipped to her as she had disputed the charge for those items, as well as for the items she had already received. Ms. ****** stated that she would contact her CC company to reverse the dispute. In April, Ms. ****** returned the items she had received to Tranont. On April 11th, Tranont was able to confirm that Ms. ****** had reversed the CC dispute, and a refund of $641.29 was issued to Ms. ****** in two separate refunds of $530.30 and $110.99.

• Initial Complaint

  02/15/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I ordered a health product on Feb 1, today is February 15 and the product has not been delivered. I called to rectify the issue and they said I have to make a claim with UPS, I do not want do spend time dealing with UPS. I want the company to refund the money, I no longer want the product

  Business response

  04/25/2024

  ****************** order for Glow was delivered to her address on February 14th, and on February 17th she confirmed to Tranont that she had received the order.

• Initial Complaint

  02/02/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I placed my first order in October. I paid over $700. Today is February 2 and the last of my product arrived. I have had to call 3 times waiting for hours trying to find out where my product was. The "customer service" is rude. They charged me in advance for the total amount. I placed a second order in November and I don't believe I ever got all of it. It also was charged in full yet shipped in pieces.

  Business response

  04/25/2024

  Unfortunately, Tranont was experiencing a backorder issue at the time of ****************** order, and we deeply regret that there was a lengthy delay between the date the order was placed and the date the last item of the order was delivered.
  
   
  
  Regarding the order placed in November, our records show that all items from that order were shipped on December 5th. If items were missing from that order, we would ask **************** to let us know which items so that we can get them shipped to her or refund her for those items.

  Customer response

  04/25/2024

   
  Complaint: 21239580
  
  I am rejecting this response because:

  that's not true. My order was not complete. The representative I enrolled under sent me 2 of the 4 missing bottles out of her own pocket in February.   
  
  Sincerely,
  
  ***********************

  Business response

  04/26/2024

  We apologize that the November order for four bottles of Transform that we shipped via **** was not received by ****************. Unfortunately, **** tracking numbers are only valid for 120 days, and the order was shipped on December 5th (more than 120 days ago) so it is not possible to figure out what may have happened with the shipping on this order.
  
  We would be happy to send two replacement bottles of Transform to ****************** sponsor to replace those she gave to ****************, or to ship four bottles of Transform to **************** and she could use or disperse those as she wishes. We look forward to hearing what would be satisfactory to ****************.

*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. ↩