Wesley Chapel, FLMember since September 2016

Reviews (1)

    • Sep 23, 2016
    • Verified Reviewer


    Great Product - Bad Customer Service

    Overall Experience:

    I absolutely loved taking their products - Bellytrim, Metabo 379, LeptiBurn, I-C 5 and Brain Bright. I took them for almost 10 months and really saw results. I had ship-n-save on all the products, however, I had problems with this method for at least 8 of the 10 months that I was a customer. I originally started with Brain Bright and added the other products. Instead of combining my shipments so they would come at the same time each month, which I requested, it kept getting messed up. I'd have to call each month, for months, complaining about it. They were very nice, most of the time, and their compensation was great, but I agreed to use the ship-n-save because of the convenience and it became very inconvenient having to call each month. Finally in June, I called and spoke to a very unpleasant, and I felt rude, customer service representative and I told her I was done and to cancel everything. I had started keeping my empty bottles in February and ended up returning them and took advantage of their 100% Satisfaction Guarantee. I actually felt bad about doing this, but I work in public relations and understand the importance of good customer service. It got to the point that it was more of an aggravation, as well as extremely frustrating, to have to call each month. I do, however, miss their products, and have actually put on weight and inches since I've stopped taking them. Should they get their customer service problems corrected, I may return to using the products again.

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

    28 people found it helpful

    Link to this Review
    • Sep 29, 2016

      Company Response from BioTRUST

      Hi Kathy,

      I hope that this finds you doing well. My name is Tim Skwiat, and I am the Director of Nutrition and Exercise with BioTrust Nutrition, as well as a member of the BioTrust Science Team. While I am very glad to hear that you have grown so fond of our products and experienced such great success using them, I am saddened to hear that you were not equally pleased with our customer service.

      At BioTrust, it's our goal to create and provide the highest quality, most effective, research-backed products to help support our customers' health and wellness goals as well as provide our customers world-class customer service. To learn that your experiences were anything short of this is very disappointing.

      Rest assured, I have forwarded your complaint to our customer service management team, which will thoroughly review your case. To briefly address your concern about the ship-n-save (SNS) program, the monthly shipments are automatically scheduled to ship on the same day the following month and each order is treated separately (if you have multiple SNS orders). That's not to say that you can't request for them to be combined. However, as you experienced, this process must be conducted manually (e.g., email, phone).

      With that being said, your feedback is tremendously valuable, and we're constantly striving to improve the customer experience. As I mentioned, your feedback is taken very seriously and your case will be thoroughly reviewed. Hopefully we can use your experiences to benefit others in the future. Most disappointing to me, however, is that you believe that you were not treated with the extremely high level of courtesy that we demand from our employees. Again, this will all be reviewed and action will be taken if appropriate.

      Simply put, Kathy, we want you back as a customer, and I want to do everything I can personally to take care of you. If you would be so kind as to contact me directly at tskwiat@biotrust.com, I'd like for you to let me know what we can do to make things right. Further, I'd like to make myself available to you for any issues or questions that you have moving forward. You can consider me your personal concierge, if you like. :)

      I look forward to hearing from you, Kathy, and I greatly appreciate the opportunity to assist you and to help you get back on track with your health and wellness goals.

      My best,


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