ComplaintsforVital Proteins

• Initial Complaint

  10/23/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  On Monday, October 14, 2024, around 11:00 PM, I placed an order for COLLAGEN PEPTIDES. Shortly after placing the order, I noticed that the product was being sold at a much higher price compared to *********. I immediately tried to contact the company via email and phone call, but I did not receive a response to my email inquiry.On Tuesday, October 15, 2024, around 10:30 AM, I called and spoke to a representative named *****. I requested to cancel the order as the price was higher than the market price, but he refused, even though the item had not been shipped yet. I paid $45.20 under the order number 7780.I would like to resolve this issue and receive a refund for the higher-priced order.

  Business response

  10/24/2024

  Hello, 

  Thank you for reaching out and sharing your experience with us. We're so sorry to hear it wasn't the one either of us had hoped for. We're committed to making this right and would love to have the opportunity to learn more about the issue and find a solution together. Please message us directly through our website contact us page at *****************************.

  In Health,
  Team Vital 

  Customer response

  10/25/2024

   
  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. Firstly, I appreciate your considering my case. Secondly, I could reach out for a resolution to resolve the issue with the company. Please consider the Complaint ID: ******** is resolved. Once again, I appreciate your support.
  
  Sincerely,
  
  ***** ***********

• Initial Complaint

  09/21/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I ordered 2 Vital ************** Collagens. They placed a sticker at the bottom of the bottle saying new product. When I removed the sticker it revealed best before date as 6-22-2025. They put the sticker to conceal the best before date. That us such a shady and fraudulent thing to do. Is this a common practice for **** company? Have some shame. I ordered it direct from the company store. I was skeptical to order this product but someone insisted they want this. I don't have the time to return and ask for a replacement but shame on you. I send the pictures to the person who insisted and argued that this product is good and they were shocked how ***** this company operates. I can sue you for this you know? Hopefully someone will soon. I bet you have a practice of doing this to your customers. Plus they offered me 15% off for subscribers to their emails and I did not take the discount but they still flooded my email everyday since I ordered this product for which I had to put in my email. You are a scam!!!! Shame on you. I would flush $71 down the toilet then spend another dime ok this fraud/ scam company and it's products. Shame on you!!!

  Business response

  09/23/2024

  Hello,

  Thank you for reaching out, happy to help! We are so sorry for the confusion and frustration this has caused. When purchasing product through ****** you receive the inventory stored at their facility. The sticker you found on your canister is a part of their inventory management process and standard for ****** orders. We do not have a say in where those stickers and placed on the canister so our apologies for the complications it caused. At Vital Proteins, we utilize best by dates on our canisters versus expiration dates. A best by date indicates the period when the food product is at its best quality. Whereas an expiration date denotes the date after which the product may no longer be safe to consume. 

  We are committed to delivering the highest quality ingredients and would like to have the opportunity to learn more about the issue and make it right. Please email us: *********************************************************.

  In Health, 
  Team Vital 

  Customer response

  09/24/2024

   
  Complaint: 22317454
  
  I am rejecting this response because:

  You don't sound sorry at all and are playing the blame game. Such a pathetic response and attempt to blame me and your own 3rd party sellers. Example of such a bad business culture and lack of ethics and morals. You don't only think that your customers are fool but you are also trying to fool BBB and sabotaging your own vendors. Do you have respect for anyone? This speaks mountains that you have no intention of stopping this scam and you are used to playing these games. If this is how you operate I can only imagine how your product quality and it's effectiveness would be. How can we trust that you are not using the old expired products to fill bottles with new best before or expiry date? A business' commitment and integrity is what guarantees it's quality. Shame on you. Since you are trying to say it was an Amazon seller and not your company I am attaching the receipts from your official website where I bought the product from. Shame on you, you didn't even bother to read the message or check the order number or you would see. It can mean only 2 things. 1 you have no quality control or really really bad QC of everything including your product, fullfilment, chain supply and communications. Or 2 your business model is all about scamming. A decent company would not say that they don't have a control over an authorized Amazon Seller. They would try to investigate who the seller was and their PR or procurement department would reach out to them and ask them to not sabotage their product, business image and public opinion. How do we know its Marine Collagen? Maybe it's not and you can say this was not even your product it was an ****** vendor? And why you mentioned ****** sellers? Did you even run the order number? Why not ******* or other vendors? Means you do have knowledge of your chain supply or similar incidents. You see how shady your communication is? I feel so disappointed in your actions and practices. Please see attached. Even if you don't I am hoping BBB and your other customers will. Thanks.

  Sincerely,
  
  ***** ******

  Business response

  09/25/2024

  Hello *****,

  Thank you for reaching back out! We are so sorry that you experienced this and the frustration it has caused, we appreciate you calling this to our attention. Our intention was not to "blame" ****** however that is the only retailer that utilizes the stickers you mentioned. We chose to lead with transparency with our response but our apologies for not mentioning our efforts to correct this. We are working closely with our ****** team to update their sticker placement. We are happy to provide you a courtesy replacement or refund for your item to account for the frustration.

  We are committed to delivering the highest quality ingredients and would like to have the opportunity to learn more about the issue and make it right. Please email us: *********************************************************.

  In Health, 
  Team Vital 

• Initial Complaint

  07/23/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On July 20, 2024, I purchased a tub of unflavored Vital Proteins Collagen Peptides from Amazon.com. Upon receiving the tub and receiving a refund due to the product being without the typical plastic safety pull tab as well as having punctures in the safety seal, I received a refund yet also wanted to get in touch with Vital Proteins myself. Apparently, according to the representative I spoke to on July 22, 2024 at 02:29 pm at phone number ************* I was informed that the flavorless, chocolate and marine collagen flavors would be sold without the pull tab and with puncture marks in the seal from Vital Proteins themselves as well as Amazon and ********** Can the business confirm this directly, as it seems odd that only a select few retailers and select few types would be sold in a less secure manner?

  Business response

  07/29/2024

  
  Thank you for reaching out and sharing your experience! In our continuous effort to produce impeccable packaging, our design and branding teams have updated the lid on a few of our products. The new canisters still have the inner induction tamper seal, but the outer pull tab has been removed. As for the micro perforations: We are happy to provide a little more information! The micro perforations on the inner induction seal help ventilate and hold the shape of the product during changes in altitude pressures. This update does not impact the taste, product quality, or safety of this offering. You can still enjoy your product to its fullest! Packaging may vary retailer to retailer. We appreciate your interest and are happy to assist with any further questions.

• Initial Complaint

  06/06/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I along with my friend, went to purchase an item that ****** carried by vital proteins when I came home the box was opened

  Business response

  06/07/2024

  Hello, 

  Thank you for reaching out, happy to help! I am so sorry that you experienced this. In this case a replacement is typically provided from the store you purchased this from. We do require a copy of the receipt in order to provide you a solution. We will make a one-time exception to this rule and are happy to extend a courtesy replacement to you. I see you had been emailing us about this as well, I will reach out directly through that ticket to ensure a replacement is processed. 

  Please let us know if there is anything else we can help you with. 

  In Health, 
  Team Vital 

  Customer response

  06/10/2024

   
  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,
  
  ****** Pour

• Initial Complaint

  02/11/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I placed 2 orders of vital proteins collagen on the same day at the end of November. In the first box that came, all of the products expired in April 2025. When I opened the 2nd box they all expire this month February 2024. I consider this to be subpar service and product. I should never have been sent products that were so close to their expiration date, especially when I have consistently ordered products from them with a 1-2 year expiration date from the time I received them. Some of these were ordered at Christmas gifts meaning that the product was even closer to the expiration date before it could be used. I never expected them to be about ready to expire given my history of ordering products with expiration dates at least a year out. I consider this a completely subpar item and below what I would expect from a reputable company. I requested an exchange or refund but this has not been resolved.

  Business response

  02/13/2024

  Hello, 

  Thank you for reaching out, happy to help! We are so sorry for the complications here. We actually utilize best by dates on our products because our products generally have a shelf life of 3-5 years. While an expiration date indicates when a product is unsafe to consumer, a best by date indicates when a product is at its peak condition however it is still safe to consumer past that date. Please let us know if you have any further questions.

  In Health,
  Team Vital 

  Customer response

  02/16/2024

   
  Complaint: 21278548
  
  I am rejecting this response because:  Just because the product is safe to consume doesn't mean that it retains it's nutritional value.  What is the criteria you use to determine peak freshness and what happens to the product after it's best by date? What changes in the product or is lost in the product when it is past it's best by date? How much longer of a shelf life does the product have past it's best by date and what criteria do you use to determine "shelf life"?   What happens to the product when it is past it's shelf life?  Clearly some sort of criteria has been used to determine a best buy date, the only information provided to customers who are deciding whether a product is still good and desirable to purchase.   I paid a lot of money for the nutritional value of this product and I should be able to purchase a product that has a best buy date that is reasonably far away from the date purchased so I and the people I'm gifting it to have time to consume it while it is still fresh.  I'm certainly not interested in paying for and using a product that isn't fresh and that has lost some and possibly most of it's nutritional value.
  
  Sincerely,
  
  *****************************

  Business response

  02/28/2024

  Hello,

  Peak freshness is up to the best buy date as some our products have a shelf life up to 2+ years.  After this date the product may lose its freshness, taste, aroma and/or nutrient content.  We do extensive testing on our products throughout shelf life such as Ambient Condition (CRT) studies and if a product is used beyond shelf life or best buy date than we cannot guarantee its potency or taste or determine how long it will last beyond that date. We would love the opportunity to make this right with you. Please email us a ******************************* so that we can find a solution that works best for you. 

  Thanks,
  Team Vital 

  Customer response

  03/08/2024

   
  Complaint: 21278548
  
  I am rejecting this response because: 

  Thank you.  This complaint is not resolved.  I have sent an email to the company and am waiting for a reply. 

  
  
  Sincerely,
  
  *****************************

• Initial Complaint

  07/25/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  The product was recalled per **** The company refuse to give me a refund of the product by not responding to my emails.

  Business response

  07/26/2023

  On July 10th, 2023, Vital *********************** team responded to an email from **********************, dated July 6, 2023 (see attachment). The email response (in our CRM system: Salesforce OMNI; Consumer Contact: ********) to the inquiring party provided details about the impacted singular batch of product and noted a process, formulated by ******, for how to collect a return of funds by ******** As stated in our official recall notice: ***********************************************************************************************************************************************

  Customer response

  07/26/2023

   
  Complaint: 20376280
  
  I am rejecting this response because:

  I have contacted ****** (fulfilled via Instacart).  I have tried to resolve this with ****** and Instacart.  Both told me to reach out to the manufacturer, which is Vital Protein.  Can I please get a refund?
  
  Sincerely,
  
  ***************

  Business response

  07/27/2023

  Vital Proteins connected with the customer, ***************, on 7/26/2023, and collected proof of purchase for the ****** product. Upon receiving this information, a complementary order of equal amount was processed: Order Number - 110003134262. Per the customer's email: "I'm happy to take a complementary order equal to the item that was discarded." 
  

• Initial Complaint

  04/01/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I cancelled my subscription completely - to the point where my VIP account page showed that the subscription was cancelled - due to going abroad for an extended period of time. But somehow I got charged again for a subscription order that popped back up on my account! Which I explicitly cancelled! And now I'm trying to cancel it again, and the company isn't letting me do that. This is a complete scam and absolute s*** I will never buy from a service that just voids my cancellation and keeps charging me when I've already cancelled.

  Business response

  04/03/2023

  Hello ****,

  Thank you for reaching out, happy to help! We are so sorry for the confusion with getting your subscription cancelled. It looks like that subscription has been successfully cancelled. We will go ahead and issue you courtesy refund for order #************. You can expect those funds back into your account within the next 3-5 business days. Let us know if there is anything else we can help you with.

  In Health, 

  Team Vital 

• Initial Complaint

  03/25/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I was mysteriously signed up for a subscription that happened while I was asleep. I woke up to email confirmations for orders that I DID NOT place. I have canceled the subscription on the website multiple times, yet every time I log in the subscription is active. Cancel this subscription immediately please, I do not want it. Remove my payment method from my account.

  Business response

  03/28/2023

  Hi *******, 

   

  Thank you for reaching out, happy to help! We are so sorry for the confusion. We have cancelled your subscription so you will not have any orders processed going forward. You should receive an email confirmation of that however I will follow up with you via email as well. Order #************ will be your final order on that account and it has already shipped out. If you would like to return that order please let us know and we can get that label emailed over to you asap. Again I will send all of this information via email as well incase that is easier to response. 

   

  In Health,

  Team Vital 

• Initial Complaint

  03/21/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I have a subscription to the marine collagen that I want to cancel, but the "Cancel Subscription" link is inactive, and there is no option provided to remove my credit card information from my Vital Proteins account to avoid a future charge. This is so shady! Their customer service chat line also doesn't seem to be valid (it continues to say I'm 4th in line for hours), and the phone line left me on hold with no one ever picking up. (I called during business hours on 3/21 at 10:00 AM CST). Now that I'm still on hold and doing research online, I see that hundreds of other people have had the same experience, and the only resolution seems to be filing a BBB complaint. I'd really rather not cancel my credit card or report this as fraudulent to Chase in order to end this silly nightmare, but I will if I have to.

  Business response

  03/22/2023

  Hello ****,

  Thank you for reaching out,  happy to help! We are so sorry for the delay you experienced trying to get ahold of ** via chat and phones, we will do our best to make that wait time shorter in the future. To confirm your subscription has been canceled, going forward you will not receive any further shipments. You should have received an email confirmation of that. 
  
  Let us know if there is anything else we can help you with!
  
  In Health,
  Team Vital

• Initial Complaint

  03/07/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I ordered one container of Vital Proteins collagen supplement. It subsequently made me very sick as I had an allergic reaction to their product. 10 days ago I contacted Vital Proteins via email and phone and canceled my subscription prior to shipment. They never returned my emails and would not return my numerous voicemails regarding the cancellation of my subscription. They immediately charged my bank account and will not refund my money and cancel my subscription.

  Business response

  03/08/2023

  Hello ********,
  
  Thank you for reaching out to us on the Better Business Bureau! We are here to help.  
  
  We are sorry to hear that you experienced this and appreciate you calling this to our attention.  So we may be able to provide you with the best resolution, could you kindly provide the information below:
  
  1. Name of the product 
  2. Batch Code or LOT#- this can be found either towards the bottom of your item or near the bar code.   
  
  A small percentage of the population can experience a reaction to any food, drug, or dietary supplement, and it is often difficult to pinpoint the exact cause. We encourage you to consult your licensed healthcare professional who can assist you in deciding whether a supplement will be a helpful addition to your regimen.   
  
  Again, thank you again for bringing this to our attention and we look forward to hearing back from you soon. We will send this in an email as well in case it is easier for you. 
  
  In Health, 
  Team Vital

*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. ↩