Summary
BioTRUST is a nutritional company that offers numerous supplement lines intended to address various areas of your health. Learn what customers are saying
Posted on Jun 26, 2022
Company is a ripoff!
Low Carb Lite decreased bag size by 30%. Went from 20 servings to 14 servings, for the same price.
So it really a 30%+ price increase.
Don't buy BioTrust.
Length of Use: 2+ years
Bottom Line: No, I would not recommend this to a friend
Pros and Cons
No “pros” were specified in this review
Ripoff
Very high cost
Reducing size by 30%
Company Response from BioTRUST
Jun 30, 2022
Hi P Kuester,
We completely understand your concerns and cannot express how sorry we are for the troubling experience you are having and the frustration that you must be feeling. We would feel the same way if we were in your shoes. We are an honest nutrition supplement company and it was definitely not our intention to deceive you in any way.
Please know that we take your feedback very seriously, and we’ll be certain to submit it to the appropriate parties within our organization for further review and consideration.
In the meantime, we do want to advise that we offer many specials and promotions on our products constantly. You can also save by taking advantage of our 3-bag or 6-bag bundle deals as well. Or tune into our Facebook page every Tuesday for Trivia. You will have a chance to win 3 free BioTRUST products every week! Thank you so much for sharing your thoughts with us. We sincerely appreciate it and appreciate you!
Sincerely,
Coach Jen
Posted on May 30, 2022
Didn't seem to help me and I can't seem to get them to cancel or quit charging my account. I can't afford this crap and am sick of it coming out of my account. I guess it's lawyer time, I hate that.
Length of Use: 6–12 months
Bottom Line: No, I would not recommend this to a friend
Pros and Cons
I liked what they said
It is lumpy and clumpy
They don't return emails
They don't quit charging your account
Company Response from BioTRUST
Jun 1, 2022
Hi Jerry,
Thank you for reaching out to us and we apologize for not getting back to you sooner.
Also, we are so sorry to hear that this has happened. For immediate assistance, please call our Customer Service team at 1-800-766-5086. Mon-Sat 9 am - 6 pm ET or email us at support@biotrust.com and we will be more than happy to assist you with this crucial matter!
Sincerely,
Coach Jen
Posted on Feb 11, 2022
I ordered a special of collagen and 7 months supply of X10 Probiotic. It stated delivery time less than 7 days, I paid for that. Ordered in early November and as the weeks passed I was given empty promises of delivery. Unfortunately, the customer representatives failed to realize the product would suffer degeneratively over time in transit as it was a live culture probiotic. Obviously not knowing the product type in terms of a customer representative, it never got delivered and I was refunded lower than the price paid, never mind the months of inconvenience.
The company pushes for reviews but appears to only promote positive ones and not all real accounts. I would definitely avoid it since you're paying for something that can't be delivered, never mind the hassle or no compensation. If the goods were genuinely on their way, they would have arrived, even if late, but neither happened.
Bottom Line: No, I would not recommend this to a friend
Pros and Cons
Good shop front, as in web page
Don't deliver, wonder if it's a scam
Company Response from BioTRUST
Jun 1, 2022
Hi Stephen,
We completely understand your concerns and cannot express how sorry I am for the troubling experience you are having and the frustration that you must be feeling. I would feel the same way if I were in your shoes, Stephen. We are an honest nutrition supplement company and it was definitely not our intention to deceive you in any way.
We appreciate this feedback and will pass it along to upper management for further review. In the meantime, please call our Customer Service team at 1-800-766-5086. Mon-Sat 9 am - 6 pm ET or email us at support@biotrust.com and we will be more than happy to see what we can do for you further.
Sincerely,
Coach Jen
Posted on Jan 22, 2021
I am a 66-year-old woman who had Gastric Sleeve surgery in 2015. I was in the trifecta of collagen depletion issues. Arthritis, menopause, and bariatric surgery robbed me of any potential to have good skin, hair, nails, and noncracking painful joints. What actually sent me scrambling to find a good product was my loss of hair. I did some research and tried some supplements but began taking far too many different combinations. In an effort to just make it a one-stop product I found the Multi Collagen from BioTrust. I took a chance and have been more than thrilled. I am losing less hair. I have actually gotten some volume back. My joints pop and creak less. I have been so pleased with how my skin looks. I was working on looking like a 90-year-old since I had lost so much elasticity in my skin. I actually have seen that there is a plumpness and elasticity back to my arms under the external skin. I believe that it has helped to reverse so much that life has taken away. I can only say how it helped me, but I have recommended it to many of my friends. Wish I had found it sooner, but I am hopeful that I can build my skin back up and I find I ache less each day from the sore and aching joints. I don’t care about my nails so much, but they are stronger for sure. Since I am an artisan, I use them to scratch and peel a lot of items and they are stronger. So, I would say any of the things suggest they might help it has helped me. I am also taking the collagen booster just in case I needed the extra help.
Length of Use: 3–6 months
Bottom Line: Yes, I would recommend this to a friend
Pros and Cons
The product works for me
Haven't ran into any issues but I think the product is a little pricey for some people
Posted on Feb 16, 2020
I bought BioTrust IC-5 and took it as directed and noticed my diabetic numbers were down after one dose. So, of course, I was excited that finally I got something that works. I continued taking it for 4 months and my numbers were looking so good and I felt good too. My A1C went down and my doctor was very pleased with my results because I had even lost weight. He even took me off my diabetic medicine. So a few weeks ago I went to order more from Amazon but couldn’t because it had been recalled. Now my numbers have gone back up and I’m back on diabetic medicine.
Bottom Line: Yes, I would recommend this to a friend
Company Response from BioTRUST
Feb 17, 2020
Hi Sharon,
Wow! What an impressive testimonial; thank you so much for sharing. I'm so encouraged to hear that experienced such tremendous success with IC-5.
IC-5 is available both through Amazon and our website (BioTRUST [dot] com). To your point, Amazon erroneously recalled certain products because BioTRUST was falsely included in a manufacturer's recall notice. The manufacturer has since issued a clarifying statement admitting fault, and all BioTRUST products have been reinstated on Amazon.
All that said, we hope that you are able to once again add IC-5 to your wellness protocol. Please keep us posted, and please feel free to contact me directly with any questions or concerns at tskwiat@biotrust.com.
Sincerely,
Tim Skwiat
Director of Coaching and Community
Posted on Feb 21, 2019
I ordered this supply in 2014 and now cleaned out my cupboard.
I didn't finish all the meds in my order since I did not note any change in weight loss regimen even though I followed instructions. I'm not saying the claims made are not accurate, just saying product expense vs. outcome was not beneficial for me.
What worked for me was/is I ate a lot less during the day (willpower needed), ate more fruit and veggies during day when needing a snack (I know pretzels taste much better), stopped eating any red meat (no more than 3 oz every two weeks) and/or processed meats and foods, and moved my body around much more as physically possible with walking more using stairs etc.
My bottom line is, if any magic weight loss pill worked, it would be approved for such by the FDA. All these online fantastic too good to be to be true weight loss cures are simply hoping and waiting for you to buy into the miracle weight loss fantasy. Don't spend your money when you can just "Eat less, eat smart, and move more." That's the easy logical route to weight loss/control.
Bottom Line: No, I would not recommend this to a friend
Company Response from BioTRUST
Feb 28, 2019
Hi Tom,
I hope this finds you doing well. My name is Tim Skwiat, and I am a member of the BioTrust Team. We appreciate you taking the time to share your review, however, we are remiss to learn that your expectations weren't completely exceeded.
I deeply admire your review, and I think it's fair and helpful. To your point, we recommend using our products as part of an overall healthy lifestyle. In other words, they're not intended to be a replacement for healthy habits; rather, they're intended to complement them, fill gaps (where appropriate), and help augment outcomes.
And, generally speaking, we echo your summary that most of us would benefit from eating better (and a bit less) and moving more. As simple as that advice may be, we've found it's not complete. And that's why we provide a whole slew of free resources (such as recipes, blog articles, a podcast, and a complimentary coaching community to name a few) to meet folks where they are so that we can ultimately help them get to where they want to be.
We appreciate you allowing us the opportunity to join you on your health and wellness journey, Tom, and if there's anything we can do to help you, please don't hesitate to contact me directly at tskwiat@biotrust.com.
Keep up the good work!
My best,
Tim
Posted on Jan 11, 2019
I have been using BioTrust's products for a couple of years now. I have found that 33x works for me. I have tried several others like the Metabo one and BellyTrim. Unfortunately, these have not worked for me. I am still unsure if Leptiburn is doing anything.
I have ALWAYS had SUPER customer service. Every time I've called with an issue, it has been resolved even BETTER than I imagined. I don't understand some of the people here complaining about the customer service!? If they call the number on their receipt, someone is ALWAYS available to assist. I am COMPLETELY SATISFIED with the customer service. Good job! I just wish the weight products helped me more.
Bottom Line: Yes, I would recommend this to a friend
Posted on Oct 18, 2018
I have run many marathons. As a result of that, I literally abused my knee to the point of undergoing a few microsurgeries, namely a nerve entrapment surgery, tendonitis surgery, and I have spurs that are causing a nagging pain when I run. My cartilage is also gone (of late through ultrasound, it is beginning to grow according to the doctor). I sense it when I walk and run.
I have been taking Joint 33X for almost 6 months. My daily routine is one in the morning and one in the evening.
Sometimes I feel my joints are weak and I cut short on my grass run. Sometimes there is a grinding sound when I run.
Is there any advice you can assist me with to address the aforesaid issues?
Regards.
Bottom Line: Yes, I would recommend this to a friend
Company Response from BioTRUST
Oct 25, 2018
Hi Subramaniam,
My name is Tim Skwiat, and I represent BioTrust Nutrition. Can you please contact me directly at Coaches@BioTrust.com so that we can discuss further? This is a third-party review site (not owned or operated by BioTrust), and I want to provide you with the personal service and the best possible experience that you deserve. I look forward to hearing from you.
Sincerely,
Coach Tim
Posted on Aug 30, 2018
BioTrust products advertise products using dozens of emails. Most of the information is not trusted as BioTrust products; they do NOT have working emails and the website products are promotional. BioTrust did not provide certification of quality and safety for product ingredients as other health product vendors. Be ready to pay extra charges for BioTrust products if you return it. No recommendation from me if there is NO trust for BioTrust products.
Bottom Line: No, I would not recommend this to a friend
Company Response from BioTRUST
Aug 31, 2018
Hi Nadezhda,
I hope this finds you in the best of health. My name is Tim Skwiat, and I am a member of the BioTrust Team. I am saddened and disappointed to read your review and to learn that you are any less than completely satisfied and that we fell short of your expectations.
If you were so kind to allow me the opportunity, I would like to do whatever I can to make this right for you. For starters, could you please let me know how you attempted to contact us by email? Our customer service team takes pride in responding to every email that's received, and if there is an issue with one of our email addresses, we would greatly appreciate you helping us identify that so we can take the steps necessary to address the problem.
As far as our email communications, that is currently our means for direct communication with our customers. Along those lines, we do offer a variety of subscription options so that customers can customize their communication experiences. Having said that, we are always open to customer feedback so that we can improve the customer journey, and with that in mind, if you have any recommendations on how we can improve our communication, I invite you to share with me at tskwiat@biotrust.com
As far as product documentation (i.e., quality and safety), we gladly provide product documentation upon request. Is there something specific that you are looking for? If so, I will happily send you verification of product quality, purity, potency, and safety. Please email me at tskwiat@biotrust.com.
As far as our money-back guarantee, the details of our return and exchange policy are published on our website. Unfortunately, I cannot provide a refund for any return expenses. However, I will gladly send you a complimentary product of your choice.
Please feel free to contact me directly at tskwiat@biotrust.com at your convenience, Nadezhda. I greatly appreciate your consideration in allowing us to earn your trust as a customer. I assure you that I will do everything I can personally to make things right for you.
Sincerely,
Tim Skwiat
Posted on Jul 31, 2018
I haven't opened it. I'm not going to pay to send it back and I don't like vanilla. Live and learn, my loss! I am thoroughly disappointed.
Bottom Line: No, I would not recommend this to a friend
Company Response from BioTRUST
Jul 31, 2018
Hi Mary,
I am very sorry to hear that you received the wrong flavor of your trial sample of BioTrust Low Carb. I am sure you were looking forward to trying the Milk Chocolate flavor, and I can imagine your disappointment when you opened the package to find a container of Vanilla Cream.
We take full responsibility for the mix-up, and we will make this right for you. For starters, we're going to send you a full-size container of the Milk Chocolate flavor at no additional charge to you. Also, there's no need to send back the trial sample of Vanilla Cream. Please share it with a friend or family member.
I am going to see if we can locate your account in our system given the details you've provided. However, to ensure that we remedy this as quickly as possible, can you please email me at tskwiat@biotrust.com so I can verify your shipping address?
Please accept our most sincere apologies, Mary. We greatly appreciate you allowing us the opportunity to make this right for you.
My best,
Tim Skwiat
PS - Did you happen to contact a member of our Customer Care Team to report this incident?
Posted on Jun 13, 2018
I have been trying to contact BioTrust for over nine months now, both pre and post a purchase. I have emailed them several times using three different personal email addresses in an attempt to get any sort of response. I pulled their support email address off of their official website and even filled a couple of complaints through their on-site customer service. Are they really trustworthy if the only response they ever send is the automated “We'll get back to you”?
I did get one other one asking me to send in a review of the service I received. I never received an actual response. In almost ten months of trying! How am I supposed to “trust” a company that never responds? Seems highly suspicious to me, especially considering their prices.
Bottom Line: No, I would not recommend this to a friend
Company Response from BioTRUST
Jun 13, 2018
Hi Sy,
I'm so sorry to hear that you're having so much trouble getting in touch with us. How have you been trying to reach us? What email address have you been sending to? Have you tried calling us?
With the limited information provided here in your review, I'm not able to accurately locate a customer profile. Can you please email me directly at tskwiat@biotrust.com? I will make sure you're taken care of.
Thank you,
Tim Skwiat
BioTrust Nutrition
Posted on May 31, 2018
I have been a loyal BioTrust customer since 2013. Their products are excellent and have truly given me the support I needed to attain a healthy weight and maintain a healthy lifestyle. They are constantly coming out with new and even better products, and I have used each and every one of them.
I initially lost over 35 lbs in 2013-2014. I maintained my weight until 2017 when I had a serious accident and required surgery. I put on about 25 lbs during my recuperation. BioTrust to the rescue again! I ate right, exercised, and took my supplements and have lost all of the 25 plus more! These products really do work.
The coaching they provide is unmatched by any other company. Any time I have a question or need advice, they are readily available to help me in every way. Anything from product recommendations, to diet plans, to exercise...they have always been quick to help me.
I have ordered both online and through the 800-number. Never have I had an issue with my orders. The mail to Hawaii can be slow at times. However, this is not the fault of BioTrust. I must point out, that when USPS was especially slow with the delivery of an order, BioTrust sent me a replacement right away and even let me keep the original order!
Ordering online is simple. Yes, they do have a couple of pages of upselling before the checkout is complete. However, you do not have to make a purchase. It clearly states that you will be charged a certain amount for the products. Sometimes I do take them up on the offer as it is a good deal. Sometimes I pass. The purchase price is clearly stated and they are in no way attempting to scam anyone. Ever! I also would like to add that upselling is a tactic that almost every company uses. BioTrust is not any different.
I have four products on their monthly auto-delivery. I've never once had an issue with this, and I find it's a convenient way to receive my products without having to pay for shipping! The price per product is also better on the auto-delivery program.
The bottom line is that I love this company. I love the people. I love the product. I love that they regularly donate to Make-A-Wish Foundation. The employees of this company are real people who care about the health of their customers, and it shows in the way they interact with us and the way they treat us. You cannot go wrong with these products and this company.
Bottom Line: Yes, I would recommend this to a friend
Posted on May 24, 2018
I ordered the trial size paying only the shipping cost of $4.95. I did not sign up for any other products or any monthly subscription service, but I was charged $39.99 for a monthly subscription. I emailed BioTrust about this and was told it had already been shipped out. I was given options as to how I could keep it and continue my monthly subscription service, but I still want to return the product. I could, but apparently with me paying the shipping return cost.
Do not give this company your credit card number because you will get charged for monthly payments. I read several of the reviews where others are complaining about this same thing being done to them also. I haven't tried the sample size so why would I pay $39.99 for any more product. My next step is filing a complaint with the Better Business Bureau as should all the other customers that have had the same thing happen to them.
Bottom Line: No, I would not recommend this to a friend
Company Response from BioTRUST
May 25, 2018
Hi Yevette,
I hope this finds you in the best of health and spirits. My name is Tim Skwiat, and I am a BioTrust employee. I'm reluctant to read your review and to find out that you're anything less than completely satisfied.
I have contacted our Customer Service Team, and one of our Customer Care Specialists will be reaching out to you -- if you haven't been contacted already (by the time this response is published) -- to make sure that all your concerns are addressed to your satisfaction. We will take the following actions:
1. We will refund you $39.99 for the product that you were shipped.
2. You do NOT need to send anything back.
3. Any future shipments/subscriptions have been canceled.
Is there anything else that we can do to assist you? If so, please let our Customer Service Team know, or you may contact me directly at tskwiat@biotrust.com.
Thank you for the opportunity to serve you, Yevette.
In Health,
Tim
Posted on Apr 5, 2018
I added a couple of things to my cart, with the promise I could be in charge of my ordering.
Just two weeks later, I get a bill, and I don't even know what it's for. My original order was just $26, but two weeks later I got a bill for another $49.
Even if I did want more, how could I see results so quickly?
They promised that I would have full control over my orders and any further purchases. It tastes good, but really, I prefer my other protein brand better.
Bottom Line: No, I would not recommend this to a friend
Company Response from BioTRUST
Apr 6, 2018
Hi Michael,
I hope this finds you in the best of health and spirits. My name is Tim Skwiat, and I'm with BioTrust Nutrition. I'm very sorry to hear that you're not completely satisfied with our products and your experiences. It's our goal to provide our customers with best-in-class products and world-class customer service, and anything short of that is disappointing to us.
Having said that, it sounds like you selected one of our subscription offers during the checkout process, and that's why you were subsequently billed $49. Along those lines, you should have received a shipment of the selected product -- or it should be on its way. The point is that it sounds like you were unaware of this election, and I completely understand how that would be upsetting.
All that being said, I have forwarded your complaint to our customer service department, and one of our customer care specialists will be reaching out to you shortly to help resolve any/all issues that you've identified. You're the customer, and you're absolutely right, we want you to be in the driver's seat. I assure you that we'll do everything we can to take care of you.
If you have any additional difficulty, please don't hesitate to follow up with me directly at tskwiat@biotrust.com. I will make sure that we do right by you.
My best,
Tim
Posted on Mar 12, 2018
I have learned that the fewer carbs we ingest, the better off we will be. They even state in their "Milk Chocolate" that there are "only 4g of Net Carbs Per Serving." Why should we add any health product that clearly states that it contains carbs?
Doesn't a normal person receive enough carbs from vegetables?
BioTrust, I'd appreciate hearing your thoughts about this. I have been buying and taking your BioTrust for at least one year.
Bottom Line: No, I would not recommend this to a friend
Posted on Mar 12, 2018
I have used BellyTrim for 90 days and lost neither a pound or an inch. I don’t believe that this product works. I would not recommend it to anyone. I am an active older woman playing golf, walking, doing Pilates, Aerobics and an exercise class involving weights, crunches, planks, etc.
Bottom Line: No, I would not recommend this to a friend
Company Response from BioTRUST
Mar 13, 2018
Hi Gloria,
I hope this finds you doing well. My name is Tim Skwiat, and I'm with BioTrust Nutrition. I'm remiss to hear that your expectations were not exceeded with BellyTrim XP. After all, our products are created to work, and along those lines, we expect BellyTrim XP to help produce meaningful reductions in body fat and/or improvements in calorie-burning lean muscle when used as directed, alongside a healthy diet and regular exercise program.
Having said that, you are completely protected by our one-year money-back guarantee. Since you are not satisfied, a member of our customer service department will be reaching out to you to assist you with a prompt refund of your purchase. Please contact me directly at tskwiat@biotrust.com if you have any additional questions or concerns. We are here to help and happy to do so.
My best,
Tim
Posted on Mar 11, 2018
I hit rock-bottom when my weight climbed well over 400 lbs and my health had deteriorated to the point that I was only marginally functional. I began my journey to better health in March of 2017, and discovered BioTrust in May of that year.
I have been using several BioTrust products and taking advantage of the exceptional coaching and support ever since. I write this in March of 2018, almost a year since I started my journey, and my results have been astonishing. I have lost over 145 lbs. I am now able to sustain reasonably intense exercise for over an hour. It may not sound like much, but I can go up and down stairs without collapsing.
Is it all due to the BioTrust products? No. Of course not! I have literally worked my butt off! But the products have certainly helped immensely, and the support and encouragement from the BioTrust family has been a key part of my success. I will not deny that they are a bit overly aggressive with their marketing, but no more so really than any other primarily internet based seller.
I have needed their "traditional" customer service now twice, and both times the matter was taken care of promptly and without a hitch. Their "support" customer service (coaches, nutrition counselors, etc.) is top notch. I provide technical support for a living, so I'm not easily impressed, but these folks impress me.
Bottom Line: Yes, I would recommend this to a friend
Posted on Mar 8, 2018
Great company. Great products. Great results.
I have been using three BioTrust products since January 2018, and I've seen fantastic results from using these quality products, and I recommend them to my family and friends.
Bottom Line: Yes, I would recommend this to a friend
Posted on Mar 7, 2018
I would like to submit this review on BioTrust products, service, and coaches.
First and foremost, this is a company you would want to work for! What an excellent, intelligent and responsive staff. From the outside, I am most impressed with the responsive of the coaches and nutrition staff. BioTrust does not want to "sell" you products you do not need. They are committed to providing products beyond industry standards and of the highest quality. Also, they are not solely in business to make a profit; they support charitable efforts like Make-a-Wish.
As far as products go, I have tried many. BioTrust Low Carb protein mix (vanilla is my favorite), BioTrust Organic Protein Bars - the Belgium Chocolate Chip probably my most favorite BioTrust product! I also enjoy the OmegaKrill 5X, LeptiBurn 2.0, BellytTrim XP, Metabo 379 and Cravefix 96. I am looking forward to trying the MetaboGreens 45X.
This is a well-run company with great products, and if you watch their website, you can often get discounts for excellent pricing. Overall, a great company with great products!
Bottom Line: Yes, I would recommend this to a friend
Posted on Feb 13, 2018
I like the fact that the shake is low carb and isn't too sweet. It also seems to help with cravings and the taste is decent.
The two-star rating refers to the company and how they treat their customers.
1. They constantly email "free" shake offers. The last time I tried to take advantage of the "free" shake, I was told I wasn't eligible. Fine, no harm, no foul. EXCEPT that they charged me $4.95. When I called the company, they said they had NO RECORD of the charge. My bank account begged to differ. I had to call my bank to get the charge reversed because I would not be receiving a product since the company didn't acknowledge the charge.
2. They bill early. If you have an auto ship, you will get billed at least a week earlier than your recurring subscription date.
3. The emails are ENDLESS and are basically "click bait." It doesn't matter if you unsubscribe.
4. You can't cancel the auto ship on the website. You have to CALL to cancel.
I'm sick and tired of companies who say they're all about the customer but then prove the lie by enacting customer-unfriendly policies. So what I can send back a shake after a year. Big deal. That generous return policy is meaningless when:
- You take my money and have no record of doing it.
- You bill me a week ahead of my shipment date.
- I'm constantly deleting your spam.
- I have to run the customer service gauntlet just to cancel.
I would recommend this product with a caveat; the shake is decent. Only get the auto-ship if cost is a factor and you don't mind being charged a week early. Chances are you will never have a problem, however, if a problem arises, expect a long, difficult, and annoying road to resolution.
Bottom Line: Yes, I would recommend this to a friend
Company Response from BioTRUST
Feb 15, 2018
Hi Susan,
I hope this finds you doing well. My name is Tim Skwiat, and I am with BioTrust Nutrition. I am deeply disheartened to read your review and to find out you're anything less than perfectly satisfied. Having said that, we sincerely appreciate you taking the time to provide your feedback. It's our goal to provide our customers with world-class customer service and an overall positive experience, and we know that there's no one who can better tell us how we can improve than our valuable customers.
I'd like to take a moment to speak to your concerns. I do want to note that given the limited information you've provided (e.g., only a first name and city of residence), I'm not able to locate your customer profile or order history. However, if you would be so kind as to email me directly at tskwiat@biotrust.com, I assure you that we will look into everything as thoroughly as possible.
1. With regard to the offer you mentioned, we do send customers a free sample-size container of our protein. We only ask that customers help by paying the cost of shipping and handling, which was $4.95 in this case. While we advertise free protein, we make every effort to make the shipping charge very clear (e.g., "Just pay shipping.") What disturbs me, however, is that you said that a representative from BioTrust told you there was no such record of the charge. I would very much like to look into this further. If you could please contact me at your convenience with your order number, I will absolutely do so.
2. For folks who sign up for our monthly subscription, we charge their account when the order is processed, which occurs immediately prior to the order being shipped (just like if you placed an order via Amazon).
3. This is an excellent point, Susan, and we are in the process of refining how we communicate with our customers. While many of our customers appreciate the frequent emails with money-saving coupons and valuable information (e.g., podcasts, blog articles), we are listening to our customers like yourself who are requesting fewer email communications. Expect changes to this in the very near future.
4. We are also diligently working on our online customer portal. While we try making canceling or changing your subscription easy by calling our customer service, we understand the demand for an online interface where you can make adjustments without calling. It seems like it would be a simple implementation, it turns out that it's quite a time and labor-intensive. However, it's something that we're working on at the moment and anticipate rolling out to customers soon.
Having said all that, I reiterate my apologies for any frustration that you experienced. Please know that your feedback is valuable to us, and we're working tirelessly to make improvements to meet the evolving demands of our customers. Please also contact me directly at your earliest convenience. I not only want to make sure that you're completely taken care of, I'd like to send you a free product for taking the time to share your feedback and letting us know how we can better serve our customers such as yourself.
My best,
Tim
Posted on Feb 2, 2018
If you do their promotion, they sneakily sign you up for automatic shipments. I signed up for the promo looking out for any language about having to sign up for auto ship, thinking that was their scam. I didn't read anything and thought I'd give it a try because Lewis Howes was promoting this company and I found him credible.
They did automatically enroll me in an auto-ship and sent me an order and charged me for it. I emailed them, and a support rep got back to me very quickly, which I appreciated. I'm not satisfied with their refund offer, but I blame myself for not following my instinct, and if something sounds too good to be true, it is.
The product is of acceptable quality but not worth the price.
Bottom Line: No, I would not recommend this to a friend
Company Response from BioTRUST
Feb 5, 2018
Hi Andy,
My name is Tim Skwiat, and I am the Director of Scientific Affairs with BioTrust. My teammates and I keep tabs on review sites like HighYa in an effort to provide our customers with world-class service and an overall positive experience. Along those lines, I'm very disappointed to learn that you experienced anything less.
Having said that, I do want to clarify that while we do offer a money-saving monthly subscription option for our products (20 percent off and free shipping), our customers are not obligated to choose that program. That is an option that can be selected or declined during the checkout process. Along those lines, I'm sorry that you accidentally enrolled in the program and had to go through the trouble of deactivating your subscription. I will, of course, pass along your complaint to our marketing team for review.
I have confirmed with our customer service department that you have been issued a partial refund for the first container that you were sent, which you, of course, are welcome to keep. Along those lines, I'd be curious to get your feedback on what you think of the product.
Please accept our most sincere apologies, Andy, and please let us know what else we can do to make this right for you and earn your trust as a BioTrust customer. You are more than welcome to contact me directly at tskwiat@biotrust.com.
Thank you,
Tim
Posted on Jan 9, 2018
I ordered the trial for my husband. He was put in the hospital before ever getting to use it. This was on December 22, 2017. The first auto-ship was to be sent on January 31, 2018. I tried canceling the 2nd of January, 2018. They told me it had already been shipped and $78 was taken out of my bank account! I, of course, wasn't expecting this charge and it put my account negative. Customer service was zero help after several emails.
BioTrust cannot be trusted whatsoever! Now it's up to me to return the new shipment, which isn't here yet on January 7th. I have to pay the return shipping too!
TERRIBLE COMPANY.
Bottom Line: No, I would not recommend this to a friend
Company Response from BioTRUST
Jan 9, 2018
Hi Kathy,
My name is Tim Skwiat, and I am the Director of Scientific Affairs with BioTrust Nutrition. I keep an eye on websites like HighYa because our goal is to ensure that our customers enjoy world-class customer service and an all-around positive experience.
Before I go any further, I want to say that I am deeply sorry to hear that your husband was hospitalized. I do hope that he is doing as well as possible. Our thoughts and prayers go out to you and your husband.
I'm regretful to read your review and to learn that you experienced anything less than the best. Having said that, I assure you that we will do everything we can to make this right for you. I will begin by forwarding your name and review to our Customer Service Department. As soon as we locate your contact information, one of my teammates will be reaching out to you to take care of you.
If this is not resolved to your satisfaction, can you please contact me directly at tskwiat@biotrust.com? I will make certain that you are taken care of.
Sincerely,
Tim Skwiat
Posted on Nov 16, 2017
I paid shipping to get a trial size sample of the Vanilla Cream Low Carb protein blend. The taste was overwhelmingly a fake sweetener taste, which I don't understand knowing the ingredients. Sorry, but although the product looks very good and useful to me, I can't get over the taste.
Bottom Line: No, I would not recommend this to a friend
Company Response from BioTRUST
Nov 17, 2017
Hi Julie,
I hope this finds you doing well. My name is Tim Skwiat, and I am with BioTrust Nutrition. I'm remiss to read your review. While we conduct extensive testing to ensure that BioTrust Low Carb BioTrust Low Carb (which contains no artificial sweeteners and instead is sweetened naturally with stevia, inulin, and Swerve) is the best-tasting protein available on the market today. We understand that individual taste preferences vary significantly.
And while the majority of our customers are head over heels about the flavor of BioTrust Low Carb, we appreciate that not everyone will agree. That's precisely why we stand behind all our products with our 1-year money back guarantee. Along those lines, I have requested that our Customer Service team refund you for the $4.95 that you paid in shipping.
Having said all that Julie, I want to reassure you that your feedback is very valuable to us, and I will gladly pass it along to our R&D team for consideration. We're in the business that is constantly improving, and who better to tell us how we can do that than our trusty customers. With that being said Julie, I would be curious to hear which flavor you tried and how you prepared your BioTrust Low Carb. At your convenience, could you please email me at tskwiat@biotrust.com? I would also like to offer you a complimentary bottle of another flavor to see if you have the same experience. I look forward to hearing from you.
Sincerely,
Tim
Posted on Nov 14, 2017
Let me begin by saying I am NOT reviewing their products as I have not received them yet. I am right off the bat very unhappy with the fact that yet another American business has opted to outsource their customer service to a foreign country. Do you not realize that we as Americans despise talking to people we have trouble understanding? Especially when we are frustrated and are trying to resolve a problem, and now we have to deal with a new problem of a language barrier? Very disappointed in BioTrust for taking away US jobs, and for the high prices of their products. You'd think they could afford to pay our own citizens.
Secondly, I personally am not happy when I receive a shipping email saying ORDER SHIPPED and TWO DAYS later, UPS still does not have my package in their possession. How is this possible? Calling customer service I have to deal with a person from India or somewhere nearby, that I can't understand, reading off standard responses to my shipping inquiry. How many times are you going to tell me that a UPS label has been created? I know this already. I can read this for myself on the UPS tracking page. I asked why my package still hasn't left your facility AFTER TWO DAYS.
All I can say is, these products better blow my mind or else the experience will not be worth buying anymore.
Bottom Line: No, I would not recommend this to a friend
Company Response from BioTRUST
Nov 15, 2017
Hi Mr. Johannessen,
My name is Tim Skwiat, and I'm with BioTrust Nutrition. First and foremost, thank you very much for taking the time to voice your discontent and for allowing us the opportunity to make things right for you and earn your trust and loyalty as a life-long BioTrust customer. While it's our goal to provide all our customers with world-class customer service (which is A+ rated by the BBB), we openly invite constructive criticism, such as yours, as we are committed to continuous evaluation and improvement.
Having said all that, along with the help of our Director of Customer Service and Quality Assurance team, we have reviewed the call history associated with your order. With regard to the first aspect of your review, BioTrust employs Customer Care Specialists in both the United States and India. I do want to emphasize that all of these teammates are employed by BioTrust. In other words, all of our CS team is internal; none is outsourced (e.g., third-party contractors). Overall, BioTrust proudly provides jobs for hundreds of US citizens.
Be that as it may, your feedback is important to us. While we've worked diligently to recruit the best English-speaking offshore agents, who are trained the same way and have access to the same resources as our US-based agents, we understand that there still may be a communication barrier. Along these lines, we apologize for any frustration that you experienced during your interactions with our CS team. Moving forward, I invite you to contact me directly at tskwiat@biotrust.com with any questions or concerns that you may have.
With regard to the second aspect of your review, we are in the process of investigating this further at our fulfillment center. Under normal circumstances, orders ship within 24 hours of being placed, often within the same day. It seems as though your order remained at the fulfillment center well beyond that window, which is unacceptable to us. That's precisely why we're looking further into the matter.
Having said that, we did process a re-shipment as soon as we became aware of the delay. Along those lines, it's my understanding that you should be receiving both the initial shipment and re-shipment within the next 24-48 hours. We are terribly sorry for this inconvenience, Mr. Johannessen. Like I mentioned, we take these matters very seriously, and we're looking into your case from all angles to identify coaching opportunities (within CS) and efficiencies (within our fulfillment center).
I am confident, however, that you will be extremely pleased with our products, and I'm very much looking forward to your feedback. In addition to making myself personally available to you, I'd also like to offer you a $50 gift certificate that you may use in a future order. If you could please contact me at tskwiat@biotrust.com at your convenience so that I can provide you with the coupon code, that would be greatly appreciated.
Once again, please accept our most sincere apologies Mr. Johannessen. Thank you very much for taking the time to offer your honest feedback. While we are remiss to hear that your initial experiences have left a sour taste in your mouth, we appreciate you allowing us the opportunity to make this right and to identify areas where we can improve.
Sincerely,
Tim
Posted on Oct 30, 2017
I ordered BioTrust. They offered me a sample or a larger quantity, so I took advantage of the cost savings. I ordered a chocolate mocha. When I received my package, no sample, and the wrong flavor. I tried the protein powder after my workout. It was just gross. The flavor was "mediciney" and not a chocolate flavor. I usually purchase my protein whey from a large Vitamin store, and it cannot compare. Do not waste your money on this product.
Bottom Line: No, I would not recommend this to a friend
Company Response from BioTRUST
Oct 30, 2017
Hi Robert,
I hope this finds you doing well. My name is Tim Skwiat, and I'm with BioTrust Nutrition. I'm incredibly reluctant to hear that you're not completely satisfied with your recent order and our BioTrust Low Carb protein. I assure you that we will do everything we can to take care of you and win you back as a customer.
For starters, I'm going to have one of our customer care specialists contact you. We stand behind our products with our 100% satisfaction money back guarantee, and I'd like to have one of my teammates personally reach out to you to help you explore your options.
Having said that, our sample-size containers of BioTrust Low Carb are only available in two flavors: Milk Chocolate and Vanilla Cream. Our Cafe Mocha is only available in a full-size container. With that in mind, I'd also like our team to look into this to see if there was an issue on our end in terms of fulfillment.
With that being said, I would also like to send you a complimentary bottle of Cafe Mocha for you to try. Would you be okay with that? If so, I'll coordinate with our customer service team to do so.
With regard to the flavor, while the overwhelming majority of feedback we receive is exceptionally positive, we understand that individual taste preferences most certainly apply. That said, I'm curious to learn how you prepared your BioTrust Low Carb protein shake.
There is a digestive enzyme blend in the product (called ProHydrolase) that helps increase protein absorption and utilization, as well as ensure stomach-friendly digestion. The caveat is that this enzyme blend is "activated" when mixed with liquid when it begins breaking down the protein into smaller chains (i.e., peptides), which can alter the taste substantially. The end result is that the protein shake can taste quite bitter if mixed ahead of time and left to sit for a prolonged period of time (e.g., > 30 minutes).
Please keep an eye out for a contact from our Customer Service team, Robert. I assure you that we'll do everything we can to make this right for you. Thank you for the opportunity to do so.
My best,
Tim
Posted on Oct 9, 2017
Two months ago, my mom injured her knee, and she asked me if I knew of anything that might help her recover a bit faster. I went to a friend who recommended she try BioTrust's Ageless Body combined with Joint 33X. I liked the company (I love their Low Carb), so I bought a bottle of each for her to give a try. A couple of weeks later, she asked me to buy her more because she really liked them (I was pretty surprised as she's not always good at taking supplements).
A little background: My mom is nearly 79 years old, and she's an avid quilter, volunteers at a school once a week, and is always happy to help everyone around her. So seeing her slow down was a bit frightening.
I checked in with her again yesterday, and she asked me to feel her skin and look at her fingernails. One of her nails had been split for years (she always thought it was because of the hand quilting). Now, the split is gone. Her skin is softer, smoother, and is no longer dry or flaky. Even her hair feels softer and thicker, she told me.
Best of all, her knee healed quickly, and she's off physical therapy and back to her regular exercise class (she takes Tia-Chi and lifts weights a couple of times a week).
I'm so thankful to see the bounce back in my mom's step, and she asked me to submit a testimonial about her experience as she's absolutely thrilled (and she's not on the computer or internet).
Thank you!
Bottom Line: Yes, I would recommend this to a friend
Posted on Jun 22, 2017
Soon after I started taking this product, I experienced muscle weakness and fatigue. The muscle weakness reminded me of overworking my muscles in a workout. After I stopped taking the product my strength improved and within a week I was back to normal.
Bottom Line: No, I would not recommend this to a friend
Company Response from BioTRUST
Jun 23, 2017
Hi Mr. Ford,
My name is Tim Skwiat from BioTrust Nutrition. I am very sorry to learn that you experienced anything less than a favorable outcome using our product. Can you please contact our Customer Service Department at your earliest convenience? You can reach us by phone at 800-766-5086 or online, visit BioTrust.com and click on the Support tab in the upper right-hand corner).
We take adverse event reporting very seriously. In fact, we work directly with a third-party medical team, which reviews all customer service logs and adverse event reports for best-in-class safety and compliance.
With that in mind, if you could please contact our Customer Service Team at your earliest convenience. We sincerely appreciate your cooperation in documenting your experiences. Of course, we will also provide you with a full refund of your purchase price.
You may also email me directly at tskwiat@biotrust.com. Thank you, Mr. Ford.
Sincerely,
Tim Skwiat
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