ComplaintsforLuckyVitamin.com

• Initial Complaint

  03/13/2023

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  Hello I recently returned an order Order Number: ********** The business refused my refund stating some of the products were opened even though their policy states that opened items can be returned for full refund. Please have my refund processed in full immediately and provide refund receipt, or legal action will be taken. Thanks

• Initial Complaint

  03/04/2023

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I unfortunately had to deal with this company in while they were in a closing transition. I dont know if that makes it easier for them to scam people, but Ive been having the worst experience for the last seven days. On 02/23/2023, I placed an order of $1255.07. I was told by a customer representative that their usual processing time is 24 hours. After eight days of constantly contacting them to understand why my order was not being shipped out, I attempted to cancel. I called in, I chatted on the website. So no avail. Could I get the order canceled. I was told that the order was in the middle of processing and I shouldn't worry. I was then told that my order packed and they were just waiting on the carrier. Big red flag. The company was just looking for other people to blame. Even then, I try to get the order canceled because I knew that there would be problems with the company. they refused to let me cancel the order. In addition to that, when the order **** that I even called in and asked if they could contact ***** to stop the package, and return it to send her to minimize the time of my refund processing. an agent by the name of *** told me that they could not do that, they even went as far as restricting the number of options I could do on the ***** packages. So I could not hold the delivery, I could not get it returned to sender. ***** told me that I would need to contact the shipper to remove the restriction on the package. In addition to that, he also told me that once I get my item, I would not be allowed to return them because the company was closing and shutting down for good. I was absolutely livid. I actually called in with another agent to get it cancelled. The agent over the phone actually went ahead and helped me cancel those orders and a refund hit my bank account on 03/02. My bank closed my card completely. They issued an entirely new card. This company somehow got into my new card and took another charge on 03/04. Only got 1/3 of my order.

• Initial Complaint

  02/20/2023

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  In 2020, I accidentally set-up a recurring subscription when ordering ****'s chocolate from LuckyVitamin. I have tried every 6-months to cancel, and was apparently unsuccessful each time. An iteration of this subscription order processed on 1. Feb, at which time I noticed the charge and set out to cancel the subscriptions once and for all. The customer service team escalated my request to have my shipment canceled or at least rerouted to the address I'm currently living at, but neither of these were successful. Each customer service representative tells me I will be helped by their inquiry, but then I hear nothing from them and I am forced to call them back, wait on hold for a half hour, and the process repeats . . . .The company has told me today that they can neither give me a refund nor can they redirect the shipment to my current address. This inaction is despite my reaching-out to their support team the day the order was placed, and after I was told several times that the order could be recovered and I receive a refund.I need a refund for this recent order - for goods I have never received.

• Initial Complaint

  02/18/2023

  Complaint Type:

  Delivery Issues

  Status:

  Unanswered

  More info

  Hello,I placed order: ********** Online, and still have not received my order after many weeks. I contacted the merchant weeks ago and they promised a refund or replacement. I have not received either of them. Please resolve this issue immediately to avoid further escalation Thanks

• Initial Complaint

  12/10/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I received my order on 11/25/2022. That order included 4 bottles of flax seed oil for a total of $31.51. I opened the 1st bottle & gave it to my dogs, which is why I bought it. Most of the dogs refused to eat it, but the 2 that did consume it vomited numerous times & required veterinary care as a result. I then checked the bottle myself & found - by tasting & smelling it - that it was rancid. I did not open the other 3 bottles because they all came from the same batch & are also presumed bad. On 11/28 I called Lucky Vitamin (LV) & described what happened. The CSR promised a refund for all 4 bottles ($31.51) within 24-48 hours without returning ANY product. He asked for a photos of barcode/batch number so they could check remaining stock. I did so immediately & LV confirmed receipt. ~6 hours later LV emailed asking me to mail back the 3 unopened bottles. I agreed & immediately packaged them (***** ********* **********************). LV emailed again stating that I would receive a refund for only the returned product. I replied that this was a problem as they only asked me to return the 3 unopened bottles & I was supposed to be refunded for all 4 bottles. LV sent ANOTHER email & indicated that the refund would be assessed once they received the product. This was the 3rd time they changed the refund terms and had already promised to refund by 11/30 w/ no returned product. I will gladly return the 3 unopened bottles, but I cannot trust LV to issue me the promised refund because they have already lied to me & changed the terms numerous times.

  Business response

  12/20/2022

  Thank you for contacting LuckyVitamin.com about order **********. A representative from the corporate offices was able to reach out to and assist this customer with resolving this matter amicably. A refund was issued for the defective and the returned merchandise with reference number P16878432. No further action is required at this time.

  Customer response

  12/23/2022

  Better Business Bureau:
  
  This simple matter should not have required the vast amount of time and effort that was necessary in order to get it resolved and it is highly unlikely that I will ever do business with this merchant again.  However, it was ultimately resolved.  Thank you for your assistance in this matter.
  
  Regards,
  
  ***********************
  
  

• Initial Complaint

  11/18/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I ordered and paid for items which I did not receive. The business has refused to professionally deliver the products or give me a refund. It has been weeks.

  Business response

  11/22/2022

  Hello and thank you for contacting LuckyVitamin.com regarding order **********. Please see attached tracking information from *** and ****** indicating that this parcel was successfully delivered to the customers front door on 10/17/2022. We are not sure what the customer means by "The business has refused to professionally deliver the products" since the order has been delivered according to the tracking information provided. The customer was also advised by customer service that a refund cannot be issued due to the delivered status. A claim was opened with *** by us at the customer request and the customer was advised the claim is still pending as of their contacts on 11/3/2022 and 11/18/2022. We are still waiting for the claim to be resolved by ***, and as this is the case no further action is required at this time.

   *************************************************************************************

  ****************************************************************************

  Customer response

  12/08/2022

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:

  I ordered and paid for a product to be delivered to me, by Lucky Vitamin.  Although they claim the product was delivered, it was not there.  There was no knock on the door, no phone call, email or any attempt to alert me that the package was in fact delivered.  I dispute the fact that it was delivered.  I was not given any option to have the package delivered in person, or to a business that holds packages that could not be delivered.  I believe this is unprofessional and Lucky Vitamin should take responsibility for their contracted delivery company subcontracting to someone else.  This has been months.  I would like the product delivered professionally or have my money refunded.  I am not satisfied with unnecessary delay.
  
  Regards,
  
  ***** *******

  Business response

  01/04/2023

  Hello and thank you for contacting LuckyVitamin.com regarding order **********. Please see attached tracking information from *** and ****** indicating that this parcel was successfully delivered to the customers front door on 10/17/2022. This was the address specified at the time of checkout. We are not sure what the customer means by "The business has refused to professionally deliver the products" since the order has been delivered according to the tracking information provided. The customer was also advised by customer service that a refund cannot be issued due to the delivered status. A claim was opened with *** by us at the customer request and the customer was advised the claim is still pending as of their contacts on 11/3/2022 and 11/18/2022. As of 11/29/22, The customer should have received an affidavit email to fill in and send back to *** claims service, no refund will be issued until this affidavit is received. No further action is required at this time.
  
  *************************************************************************************
  ****************************************************************************

  Customer response

  01/05/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:

  Lucky Vitamin/*** (or the contractor they employed) are not being truthful.  I have received no affidavit to complete.  The package was not delivered.  I demand a refund, or the product purchased to be delivered.  This is ridiculous.
  
  Regards,
  
  ***** *******

  Business response

  01/21/2023

  "Hello and thank you for contacting LuckyVitamin.com regarding order **********. Please see attached tracking information from *** and ******* indicating that this parcel was successfully delivered to the customer's front door on 10/17/2022. The customer was advised by customer service that a refund cannot be issued due to the delivered status being shown on the tracking. A claim was opened with *** by us at the customer's request and the customer was advised the claim is still pending as of their contacts on 11/3/2022 and 11/18/2022. As of 11/29/22, The customer should have received an affidavit email to the email address ***************** to fill in and send back to *** claims service, no refund will be issued until this affidavit is received. Please note the attached image from the claims company. The image shows the date the affidavit was sent and the email address on the customer's account (*****************). The section below the "Completed ?" section in the image is blank, because the customer has not yet completed the affidavit.No further action is required at this time on the part of LuckyVitamin.com. No refund will be issued by the claims company until the affidavit is completed.

  
  *********************************************************************************************************************************************************

  
  

  Customer response

  01/31/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:

  
  

  This is not true. I did not receive any affidavit from ***, Lucky Vitamin or any other company.  Send it and I will return immediately.  
  
  Regards,
  ***** *******
  

• Initial Complaint

  11/11/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Lucky Vitamins Order number ********** $154.33 October 18, 22 Ordered from this company in October. Kept track of shipping info to ensure that we were home when package was scheduled to arrive. Delivery date was changed twice but we were home ALL day during that time period. No call on our apartment intercom and nothing received. Lucky Vitamins now refuses to follow up to get to the bottom of what happened. They expect me to follow up with the shipper and also neighbors, tenants.... in our large apartment complex. They will not budge on this and have not offered a refund either. As this is not my fault at all, I expected them to find out what this particular driver did with my order/parcel. Obviously lost or delivered to someone else or shipped back to their depot. IF the driver had simply called us on the intercom NONE of this would have happened. I still need a refund and I want other people to know that this is not a reputable company to order from. It's been awful trying to deal with them and still nothing resolved.

  Business response

  11/22/2022

  Hello and thank you for contacting LuckyVitamin.com about order **********. This order was shipped and delivered internationally by ***. According to our international shipping terms and conditions, customers are considered the importer of record for shipments originating from the USA. As is shown by the attached tracking this order was shipped and delivered to the address provided. This tracking information is provided solely by the carrier, at no time does LuckyVitamin transport the package. Tracking clearly states that this order was delivered to a mailbox/mailroom corresponding with the address, but the customer is complaining because the order was not brought to their door. LuckyVitamin is not able to follow up with the local carrier in the customers country to determine why this was not delivered to the customers apartment. The customer has been advised multiple times that the best course of action is to follow up with the local vendors who delivered the parcel as the best source of information, but they are refusing to do so, instead insisting that LuckyVitamin should have access to this information. This order has not been returned to our WH, again as indicated by tracking this order was successfully delivered to the address specified at checkout. LuckyVitamin cannot be held responsible for any loss or theft that occurs after delivery, or for customers refusing to perform due diligence in collecting or locating their parcel after delivery is completed. No further action is required at this time.

  *************************************************************************************

  ****************************************************************************

  Customer response

  12/10/2022

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because,

  As I have explained repeatedly, this parcel may have been delivered to some address but it wasn't delivered to this one (mine) and obviously, I have NO way of knowing what this driver did with this parcel. No call on our intercom that day either which would have prevented any of this happening. Why should I now be expected to waste my time trying to find out what this driver did. Did this company contact the delivery company at all? Was this driver spoken to? Probably not. This is an absolutely ridiculous way to treat customers. I have better things to do than "trying to pull a fast one". I just wanted these items, I paid for them but I never received them, due to this driver's laziness and incompetence. No wonder this company has pages and pages of bad reviews online. I wish I had listened to them. I still need a refund, this is NOT being forgotten. We are moving this week so the last thing I need right now is more hassles. DO your job. Find out what happened with this driver and REFUND my money!!!

  ***************************************

  Business response

  01/04/2023

  Hello and thank you for contacting LuckyVitamin.com about order **********. This order was shipped and delivered internationally by ***. According to our international shipping terms and conditions, customers are considered the importer of record for shipments originating from the USA. As is shown by the attached tracking this order was shipped and delivered to the address provided. This tracking information is provided solely by the carrier, at no time does LuckyVitamin transport the package. Tracking clearly states that this order was delivered to a mailbox/mailroom corresponding with the address, but the customer is complaining because the order was not brought to their door. LuckyVitamin is not able to follow up with the local carrier in the customers country to determine why this was not delivered to the customers apartment. The customer has been advised multiple times that the best course of action is to follow up with the local vendors who delivered the parcel as the best source of information, but they are refusing to do so, instead insisting that LuckyVitamin should have access to this information. This order has not been returned to our WH, again as indicated by tracking this order was successfully delivered to the address specified at checkout. LuckyVitamin cannot be held responsible for any loss or theft that occurs after delivery, or for customers refusing to perform due diligence in collecting or locating their parcel after delivery is completed. If this customer believes their order was misdelivered they need to either contact their shipper who delivered the parcel OR CONTACT their bank and file a dispute. No further action is required at this time.

  Customer response

  01/05/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:

  As I have stated repeatedly this order may have been delivered to someone but it was NOT delivered to me!!! No one called on the intercom at our apartment so obviously, whatever this driver did was NOT what he should have done. Also, no delivery notice left on any doors (lobby or our apartment) we checked for that too. We were home when the delivery was expected. 

  Based on the MANY similar complaints I now see online about Lucky Vitamins with customers also complaining about similar bad delivery experiences, this must be a dishonest and unscrupulous company that doesn't care about customers or getting to the bottom of issues when things like this happen. I am out over $140 due to this company negligence and have spent hours trying to get this resolved to no avail.  

  *********  *******

• Initial Complaint

  11/07/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  On 10/12/2022, I purchased several ****** Collagen dietary supplements from LuckyVitamin.com. An international online store that is located at 555 E. North Lane St, Suite 6050, Conshohocken, Pennsylvania, 19428.The order wasn't arrived until this very day. The tracking number gives unusual result. I sent several messages to LuckyVitamin through ******** but failed to receive a proper response or solution. I requested to check out what's going on with it, or issue a refund, but they refused.

  Business response

  11/17/2022

  Hello and thank you for contacting LuckyVitamin.com International Order ********** was placed on 10/12/2022 and shipped from the USA on 10/12/2022 using the Standard shipping method. According to tracking (link below) the parcel arrived in Israel on October 19, 2022 and entered the country. From there, standard shipping updates end. Once the parcel enters the country, delivery is completed by a local contract carrier hired by ***. Often there may be additional duties or fees to be paid prior to the parcel being deliverable. The customer must follow up with local customs/postal officials in their country to facilitate delivery of their package. The customer is the importer of record and is responsible for paying any necessary fees due for collection in their country. Please see our international shipping terms for any further questions. No further action is required at this time.

  ***************************************

  ******************************************************************

• Initial Complaint

  09/16/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I am a member of Luckyvitamin.The first time I bought some ********** Babys shampoo on the site and thought it was pretty good, I purchased their membership for $49.95 for a whole year.However, after purchasing the membership, my orders have been cancelled from time to time. The answer I asked customer service was that I bought too much.One day ago, when I was about to place an order again, I suddenly found that my membership was cancelled. I was amazed. And I contacted customer service, and they said that the last time they canceled my order, they canceled my membership, too!Under the inquiry, the customer service told me that they considered that I was suspected of resale, so they cancelled my membership. I asked them what evidences they had to support their suspicions, and he said it was from the operation team. If I need to enjoy the membership price, I can repurchase the membership service. Also suggested that I read at their membership bylaws.I read through their membership charter and found this passage.Member 10% off savings will be capped at $500 annually. LuckyVitamin reserves the right to pause your member discount if it exceeds this amount.I was shocked. Does this mean that they don't really want to offer customers a discount, but lie to customers to buy their membership products under the guise of buying members to enjoy discounted prices?I think I've been deceived. I demand that either they reinstate my membership or refund me the membership fee.Thanks

  Business response

  09/20/2022

  Hello and thank you for contacting LuckyVitamin.com. Unfortunately, this complaint is completely disingenuous. This customer has ordered over 50 of the same SKU since May of 2022, in addition to other orders containing multiples of 10 of other SKU's totaling over 100. All of this activity has occurred since May of 2022. This pattern of ordering far exceeds normal usage for a single household which is prohibited in the membership terms and conditions. Also strictly prohibited in the terms and conditions is the resell of products. This language reads: Resellers are not eligible for the program. Abuse of the Program, including failure to follow or attempts to circumvent these Terms, or other unlawful or improper conduct as determined by LuckyVitamin in its sole discretion, is strictly forbidden and may result in cancellation of your membership without notice without a refund of the Membership Fee.

  The terms and conditions of the LV+ membership program can be found here: ********************************************

  Also during the course of our investigation into this matter it was discovered that the customers address of ********************, Pendleton OR ******** is registered to a company called ************ a Fulfillment by ****** company, further proving that these items are being sent to a warehouse for resale in direct contradiction of the terms and conditions of the membership. When this customer contacted our CS team to inquire about their canceled membership, they were given a detailed explanation of the reason for cancelation.

   As such, the membership for this customers account has been canceled and will not be reinstated, nor will LuckyVitamin be approving a refund for the membership fee of $49.95, paid on 8/4/2022. This customer may continue to order from us at our excellent retail prices if they wish. No further action is required at this time.

  Customer response

  09/27/2022

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:

  What the seller is saying is total ********. I don't care about whether you reinstate my membership or give me a refund. I just want everyone to know what you've done.

  You have never thought about providing high-quality goods and services to customers according to your behavior. You just rob money from your customers.

  As you mentioned, you've marked various willful cancellation principles in the membership rules. And yes, you are the only one who talk. At the same time, in order to rob more money, you also state in the membership terms that the discount enjoyed by a member throughout the year cannot exceed $5,000. This bully rule really makes it difficult for a loyal customer to accept. I believe that no conscientious company will write such terms.
  
  Regards,
  
  *************************

  Business response

  10/28/2022

  Thank you for contacting LuckyVitamin. We believe our previous response, and the consumers reply which includes unnecessary profanity and a completely false narrative, speak for itself. No further action is required. We request the BBB close this complaint and mark it as illegitimate. 

• Initial Complaint

  07/27/2022

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I placed an order for a friend *********************** on the 20th for 3 bottles of Aloe ***** *********. This has been the very worst c.s. that I have ever had and I doubt I will ever buy from them again. As of today I still have not received my order I have emailed 2or 3 times no one responded I never received my track number until today. Which says they can't find & I should try later. Yesterday 7/26/22 after a 22 mins hold waiting for the C.S. to answer and another 15 min wait while she look up the info. I was told it was in San Bernardino CA. and was going to be delivered that day it was not. Last night I called after more than 40 mins no one ever picked up I sent another email again no response yesterday or up to 11:00 am today. This guy told me it was because of weather. What there is no storm here. He sent me the tracking # which had no info. & I sent him the image. He said he would call ***** & call me back he did not, after 3 hours I was forced to call again another 33min waiting before pick I need to talk to that person which she would do also I asked for supervisor also would not do ask for a refund would not respond to my requests. There more to this but I am going to stop here. I want a refund / send my 3 bottles by next day delivery, a call from someone in charge, NOT C.S. See image when I track with tracking number I was given today by Tyler I think was the name he gave tracking  #************

  Business response

  08/05/2022

  Thank you for contacting us. This customers order was delivered on 7/27/22 https://www.************************************************************************** According to the tracking provided by ****** there was a weather delay while in transit. LuckyVitamin is not responsible for carrier delays caused by weather. However, upon reaching customer service this customer was compensated with a partial refund and a voucher toward a future purchase. No further action is required at this time.

  Customer response

  08/08/2022

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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. 
  
  Regards,
  
  *********************************
  

*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. ↩