ComplaintsforVital Proteins

• Initial Complaint

  03/29/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  My order was never filled or shipped but my bank account was charged. I have been unsuccessful getting in touch with someone at this company. I want my money refunded and feel that I have been scammed.

  Business response

  03/30/2022

  Hi *******! Thank you for reaching out, happy to help! We are so sorry for the complications with your order and our lack of communication with you on this. It looks like order #************ was marked as delivered: https://www.swiship.com/track?id=**********************
  We are happy to send you a replacement for this order and issue you a refund. Let us know what you would prefer and we will get this resolved for you right away. I will follow up with you via email as well for next steps! 

  In Health,
  Team Vital 

  Customer response

  04/01/2022

   
  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

  03/24/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  On January 30, 2022, I placed an order for Vital Proteins Strawberry Lemon Beauty Collagen, $27.00 (not including taxes.) After trying the product on February 9, 2022, I contacted customer services via email and received an email response giving me a case #******** and advising me a member of their care team will respond as soon as possible. After not hearing from anyone, on March 7, 2022, I again contacted customer services via email that I had not yet been contacted regarding case #******** and again received a response email saying a member of their care team will respond as soon as possible. On March 23, 2022 I attempted calling their customer services at ************. No one answered the phone and the message said the voice mail inbox was not set up to received any messages. I would just like to return this product and receive a full refund.

  Business response

  03/25/2022

  Hi ****,
  
  Thank you for following up with us, we are so sorry for the complications here and our lack of communication with you on this. We have issued you a refund for the Beauty Collagen - Strawberry Lemon from order ************. You can expect those funds back into your account within the next 3-5 business days. Please let us know if there is anything else we can do to make things right by you. 
  
  Best, 
  Team Vital 

• Initial Complaint

  02/13/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  My delivery on 12/31 was without the safety seal and smelled odd, so I did not use the product. I emailed vital proteins with no response. My product for 1/28 has never arrived. I emailed Vital proteins 11 days ago and have yet to receive a response. The site does say 2 weeks for a response but since I did not receive a response from my Early January email, I am not optimistic Just trying to receive credit for the product

  Business response

  02/14/2022

  Hi *******, 
  Thank you for reaching out here, we are so sorry for our lack on communication with you on this and the change in quality you noticed with our product. We are happy to issue you a replacement for that item as well as for the item that never showed up. I have reached out to via email for next steps. Please let us know if there is anything else we can do to make things right by you.
  Best, 
  Team Vital 

• Initial Complaint

  02/10/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  This company is using my cell phone number on their contact us page. This has resulted in hundreds of calls 24/7. See below copied from their site at https://www.vitalproteins.com/pages/contact-us phone Call us at ************** Our business hours are 9:00AM and 5:00PM Central Time, Monday through Friday, except holidays.email You can send Vital Proteins an e-mail with your questions or comments to ******************************** At this time we are experiencing increased customer outreach related to ********. Please allow our Customer Advocate team up to 48 business hours to respond back to your request. Our business hours are 9:00AM and 5:00PM Central Time, Monday through Friday, except holidays.

  Business response

  02/11/2022

  Hi ****, 
  
  Thank you for reaching out, happy to help! We are so sorry for the confusion and frustration this has caused. It looks like our phone number is just one digit off from yours which must be why you are receiving calls. Our customer service phone number is ************** with the only difference between yours being the three middle digits 544 versus 554. Unfortunately due to human error that slight difference must be why you have been receiving so many calls again we are so sorry for the inconvenience.
  
  Please let us know if there is anything else we can help you with.
  
  Best, 
  Team Vital 

• Initial Complaint

  01/27/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On January 3, 2022 I purchased $36.00 worth of collagen powder from Vital Proteins. I got a shipping confirmations and a package tracking link in my email. When I checked in the package transit, January 6, 2022 there was a comment that said undeliverable returning to seller. So my package was never delivered. There was an additional note that said that the package was routed to the incorrect facility. I have messaged Vital Proteins six times via email since this happened. I havent been refunded and I havent heard back from anyone. I called their customer service line twice during business hours and no one has responded. I want my money back or I would like the items I purchased delivered.

  Business response

  01/28/2022

  Hi *****,
  
  Thank you for reaching out, happy to help! I am so sorry for our lack of communication with you on this. I see what you mean for some reason your order was unable to be delivered: https://www.swiship.com/track?id=***************
  
  To confirm is this your correct shipping address: ***********************, ***********************************************. If not please let us know because we can get a replacement issued to your correct address or we can issue you a refund. We are so sorry for the delay here and will do our best to make things right for you. In the mean time we have issued you a 15% refund for the delay which you can expect back into your account within the next 3-5 business days.
  
  In Health,
  Team Vital 

• Initial Complaint

  01/25/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Hello:Purchase from Vital Proteins ("VP") directly from their website www.vitalproteins.com -Date of transaction: December 31, 2021 -Amount paid to VP: $28.45 -Business committed to provide timely delivery of a properly packaged, safe product that was suitable for ingestion by me.-Nature of the dispute: Both ordered products, one (1) Original Collagen container and one (1) Chocolate Collagen container arrived opened, defective and leaking. Original Collagen protective seal was ripped open on one side and Chocolate Collagen protective seal had 3 puncture holes in it. I did not feel comfortable ingesting these products. I stated this in my first email to VP.-VP delivery arrived on 1/6/22. VP website lists a phone number and email to contact them. I emailed VP on 1/8/22 re my damaged/defective delivery. I asked for a refund and/or a prepaid postage label to return order to VP. I received an automated email back acknowledging my email and giving me a case # to reference. No one from VP contacted me via phone or email. I followed up via email on 1/13/22 and 1/20/22. I also called three times. After about 20 minutes I hit the indicated prompt to "hold my place in line and receive a call back". I did this twice. I also left voicemail.-Order#************; Case#********; Tracking Number#******************** Thank you

  Business response

  01/26/2022

  Hi ***,
  
  Thank you for reaching out, happy to help! I am so sorry for our lack of communication with you on this. I have gone ahead and issued you a replacement for both of the items from your order which you can expect to arrive within the next 3-5 business days. I have also issue you a 15% refund for the trouble and our delayed response which you can expect back into your account within the next 3-5 business days. Please let me know if there is anything else I can do to make things right for you. 
  
  In Health, 
  Team Vital 

  Customer response

  02/02/2022

   
  Complaint: 16488754
  
  I am rejecting this response because:

  With BBB intervention, I finally received a response and replacements were sent to me.
  
  
  Unfortunately, this time, the chocolate AND the original have 3 puncture holes in the protective seal. They are larger in the chocolate.
  
  
  This is frustrating. I don't understand why these puncture holes would be there as I buy other collagen, protein powders and other products with no holes in the protective seal, and again I do not feel comfortable ingesting the replacements. I do not need any more replacements at this time as I feel I will just get more inedible products. 

   

  In the attached pictures, the replacements recently received are on the left. I zoomed in on the replacement Original flavor, the holes are hard to see but they are there. 
  
  
  This may be a quality control issue VP needs to look into internally. 
  
  
  At this time, I would just like my money back for the original amount I paid. 
  
  
  Sincerely,
  
  *************************

  Business response

  02/03/2022

  Hi ***,

  Thank you for reaching back out, our apologies for the confusion. 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 unflavored Collagen Peptides w/Vitamin C and hyaluronic acid and all of our products to its fullest! Any replacements we issue will be the same unfortunately - please let us know if there is anything else we can help you with.

  In Health,

  Team Vital 

• Initial Complaint

  11/30/2021

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I orderd collagen protein powder on October 19, 2021 (order # ************). After receiving nothing and being unable obtain an update on the order status. I requested on October 26, 2021 a requst for refund. Again I heard nothing and re-requested a refund on Noember 23. I still have heard nothing.

  Business response

  01/21/2022

   

  Hi ********,

   

  Thank you for reaching out here, happy to help! We are so sorry for our lack of communication with you on this. After reviewing the refund requests, it looks like your refund was processed on December 14^th. You should have received the funds for that back into your account by now however if not please let us know and we will do our best to find another solution for you.
  
  In health,

  Team Vital

  Customer response

  01/21/2022

   
  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,
  
  ***************************

*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. ↩