Colleen Kelly
Christchurch New ZealandMember since May 2015

Reviews (1)

    • May 6, 2015
    • Verified Reviewer


    Customer Complaint

    Overall Experience:

    I would like to share my experience on BioTrust with other customers/prospective customers.

    To be honest my complaint is an administration one and not with the products themselves. I am not at all happy with the way charges have been administered for products purchased from BioTrust. I originally ordered products via the website which should have totalled $174USD. I contacted BioTrust immediately by e-mail because order was incorrect as all of the boxes had been ticked on the website. I was offered 2 options for product and chose Option A which I confirmed and $84 was to be credited back to my credit card. To date this has not happened. My credit card was charged as $622.92NZD. Furthermore NZ Customs charged me fees on top of this of $197.94NZD which was equated on $735USD because BioTrust had charged this as the value of the goods.

    I have been trying to sort this out with BioTrust and will also need to pay NZ Customs so I can get my goods released and then try to negotiate with them over the $735USD charged (by my calculations the total should have been $510USD.

    So I guess it is fair to say I am not a happy customer.

    NZ Customers need to be aware of the extra charges by NZ Customs on any goods over $400NZD. It does make purchase of USA products from BioTrust very expensive. Also it is recommended that you are vigilant over the charges that are charged to your credit card from BioTrust. It seems to be a very difficult and not user friendly process to get any over charges corrected.


    Bottom Line: No, I would not recommend this to a friend

    14 people found it helpful

    Link to this Review
    • May 7, 2015

      Company Response from BioTRUST

      Hi Colleen,

      I hope this finds you doing well! My name is Tim Skwiat, and I am the Director of Nutrition and Exercise with BioTRUST Nutrition. I wanted to follow up with you right away to provide you with my personal assistance:

      I keep a close eye on independent review sites like these because our number one goal is to ensure that our outstanding customers like yourself are completely satisfied. In fact, BioTRUST has an A+ rating with the Better Business Bureau, a reflection to our commitment of excellent customer service. With that said, I am very sorry to hear about your experience, and I want to let you know that we’ll be doing everything we possibly can to make this right for you.

      We welcome all customer feedback and testimonials, and while the majority of that is positive, we accept negative criticism with open arms as well. We are committed to excellence, and who better to tell us how to improve than our loyal customers.

      One thing that I noticed in your review is that you mentioned that you accepted an $84 refund, but that had not happened. Although refunds happen immediately on our end, it can take up to 3 – 5 business days for them to be reflected on your statement. A credit to your account for $84 was issued in our system on April 9, 2015. I've sent you an e-mail with an image of the transaction history, including a reference number for the credit to your account.

      Have you happened to reach out to your credit card company about this? This concerns me, and I want to make sure that this is fully taken care of.

      With regard to your concerns about customs fees (i.e., duties and taxes), I am so sorry to say that this is completely out of our control, Colleen. All International orders are subject to applicable sales tax, duties, and customs charges that are determined by your local government and vary by country.

      Duties, taxes, and/or customs fees represent an additional amount collected upon delivery of orders. Order confirmation details only the amount collected by BioTRUST. By law, duties and taxes shall are based on the full retail price of the products regardless of bundled pricing or other discounts on the order.

      With that being said, in reviewing your customer notes, in addition to the refund, it’s my understanding that, as a courtesy to you our valued customer, our Customer Service team has offered you an in-house credit in the amount of the customs fees that you will pay for your shipment.

      As far as the ordering process, I do want to confirm that we never add any additional products or charges to an order that are not approved by a customer. In other words, only products that are selected by the customer are added to the shopping cart, and the customer must approve the order by submitting credit card information and billing and shipping details. That said, your feedback is incredibly important to us, and I invite you to share any specific feedback that you may have on how we might be able to improve this for you and other customers in the future.

      Most importantly, we know that you came to us to help you achieve your health and fitness goals, and I want you to know that we will be here for you every step of the way to guide you, support you, and encourage you. In fact, you may contact me directly or visit our free Online Coaching Community ( to get free help from our certified nutrition and exercise experts. We’re here to help and happy to do so.

      Please feel free to contact me at your earliest convenience ( to let me know how I can help you. Thank you, Colleen.



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