AS i already wrote by mail, the after sale service is awful, one of the worst I experimented : no answer or poor answer when I had some problems, for example delays for receiving the mensual pack, pro... See more
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On 4th of January I placed an order with Biogena ( order Id B2500430693). The parcel was not delivered until now. I contacted customer service on 9th of January, but no response until now. Meanwhile... See more
Company replied
I like their product, but the customer service is non-existent. I have sent their team several emails regarding an order that is not being sent, and so fare, one week, I have no answer whatsoever... See more
Company replied
The reason I am writing this review is that I am a big fan & "ambassador" of their products (in the "real stores"), but was at first disappointed at their online shop and the way how difficult was to... See more
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Company details
Written by the company
At BIOGENA, quality, science, and transparency come first – made in Austria. Our micronutrient supplements are developed together with medical experts and manufactured in Salzburg, Austria. We are committed to premium ingredients, evidence-based formulations, and fair, responsible production. Every product is designed to support your health with the highest level of care and reliability.
Contact info
Strubergasse 24, 5020, Salzburg, Austria
- +4366488641329
- ecommerce@biogena.com
- www.biogena.com
3.6
Average
393 reviews
Replied to 99% of negative reviews
Typically replies within 1 week
How this company uses Trustpilot
See how their reviews and ratings are sourced, scored, and moderated.
⚠️ Beware of false advertising ⚠️
⚠️ Beware of false advertising ⚠️
I had a very disappointing experience with Biogena.
They advertised a promotion stating that “prices in the webshop are already reduced by up to 22%” and that no discount code was required. However, when I tried to purchase “Darm Formula Plus” on during the promotion, it was displayed at full price with no visible discount.
There was no clear indication that this product was excluded from the promotion, which I find misleading.
I contacted their customer support twice (on March 17 and March 23), but I have not received any response to this day. Ignoring customer inquiries only makes the situation worse.
Based on this experience, I find their advertising unclear and their customer service unresponsive. I expected more transparency and professionalism. So my advice is - AVOID THEM. At least we now live in a world full of choices. Many of them are better than Biogena.
17 March 2026
Unprompted review
Reply from BIOGENA
Thank you for your feedback. We’re very sorry for the confusion regarding the promotion and understand how this may have felt misleading. We will review how we communicate exclusions to ensure greater transparency.
We also sincerely apologize for not responding to your inquiries — this does not meet our service standards, and we are addressing it internally.
Please feel free to contact us again so we can look into your case and assist you directly via ecommerce@biogena.com
Kind regards,
Lisa from the Biogena Team
absolutely terrible business
absolutely terrible business. never respond to emails and ignore their mistakes.
2 March 2026
Unprompted review
Reply from BIOGENA
Dear ca,
Thank you for your feedback. We're really sorry to hear that you had a negative experience with us. We sincerely apologize if we failed to respond to your emails or address any mistakes made on our part.
Please send us your order number and contact details with a reference to this review to ecommerce@biogena.com so we can urgently check what happened and resolve this for you as quickly as possible.
We take your concern seriously and want to sort this out without delay.
Kind regards,
Lisa from BIOGENA
THEY STEAL YOUR MONEY
I will write this in English so everybody understands.
I ordered two different supplements, one with minerals and the ADEK vitamins. They only sent me the Minerals. The ADEK was 45 euros, a LOT OF MONEY. No one is replying to me and it's been 4 weeks. I DEMAND you give me my 45 euros back asap or I'm going to the police by the end of the week. ENOUGH IS ENOUGH.
29 January 2026
Unprompted review
Reply from BIOGENA
Thank you for your message.
We’re very sorry to read about your experience. Not receiving a paid product and not getting a reply is absolutely not the service we stand for, and we understand how frustrating this must be — especially when it concerns a €45 item.
Please send us your order number and contact details with a reference to this review to ecommerce@biogena.com so we can urgently check what happened and resolve this for you as quickly as possible. If an item was not delivered, we will of course clarify this immediately and arrange a solution.
We take your concern seriously and want to sort this out without delay.
Kind regards,
Theresa from the Biogena Team
terrible customer service
No comment, no customer service. They put the wrong product in the package (ordered on 11/02/26). I've emailed them four times, but no one has responded. I've also tried social media, but nothing. It's impossible to speak on the phone because the only language is German. I find the service to be truly poor, especially considering the price of the products. Online purchases are not recommended.
11 February 2026
Unprompted review
Reply from BIOGENA
Thank you for your feedback.
We’re truly sorry to hear that you received the wrong product and haven’t received a response to your emails. We completely understand how frustrating this must be.
This is not the level of service we aim to provide. We also apologize for the language barrier on the phone; we understand how inconvenient that can be.
Please send us your order number and your contact details directly ecommerce@biogena.com, referencing this review, so we can urgently review your case and arrange the correct product or a suitable solution without further delay.
Kind regards,
Theresa from the Biogena Team
LOW QUALITY AFTER SALE SERVICE
AS i already wrote by mail, the after sale service is awful, one of the worst I experimented : no answer or poor answer when I had some problems, for example delays for receiving the mensual pack, problems of bills... Furthermore, answers of biogena by mail are not in english...and calling you is wasting time. I had these problems since the beginning.
1 September 2025
Reply from BIOGENA
Hi Xavier,
I'm really sorry to hear about your experience with after-sales service, and I understand your frustration. It's important that you receive timely and helpful support, especially when facing issues like delays and billing problems. If you're not getting responses in English or if phone support isn't effective, it’s understandable why this would be disappointing.
If there is still an open question from your side please sent me an email to ecommerce@biogena.com and I will make sure you get a proper answer to your matter.
Cheers,
Johannes from BIOGENA
I placed an order on the 5th of…
I placed an order on the 5th of January, still nothing. When I try to contact them I get no reply.
My order number: B2601146460
20 January 2026
Unprompted review
Reply from BIOGENA
Hi,
thanks for your message. Due to the high demand for Biogena products, we are currently experiencing some delays in processing and shipping orders.
Could you please send an email to our eCommerce team including your purchase confirmation and order number? They will be happy to check the status and assist you further.
Best regards,
Theresa from BIOGENA
not professional
not professional - waiting for +10 days for my order now. request to customer service and I get this reply
which company can seriously have these opening hours? this is not professional -sorry will not order again.
"Bürozeiten (Mo-Do von 09:00-15:00 Uhr / Fr von 09:00-13:00 Uhr) "
7 January 2026
Unprompted review
Reply from BIOGENA
Thank you for your feedback, and please accept our sincere apologies for the delay in receiving your order. Should this matter still happening, please contact us at ecommerce@biogena.com with your order number so we can investigate and resolve this for you as quickly as possible.
We truly regret that this situation has led you to reconsider ordering from us again, and we hope we will have the opportunity to restore your trust.
Best regards,
Theresa from BIOGENA ONE Team
I really wish I had checked the reviews…
I really wish I had checked the reviews before placing my order. Since 26 November I have received nothing, and they do not reply to any of my emails. This feels like a pure scam
26 November 2025
Unprompted review
Reply from BIOGENA
Hello,
we are truly sorry to read about your experience and understand how frustrating this situation must feel.
We want to reassure you that BIOGENA is absolutely not a scam. Delays and missed replies can unfortunately occur during very busy periods, such as late November and the pre-holiday season, but this does not reflect the level of service we aim to provide.
Please accept our sincere apologies for the lack of communication so far. We would really like to look into your case and help resolve this as quickly as possible.
If you haven’t already, please contact us again including your order number, so we can check the status of your shipment immediately.
Thank you for bringing this to our attention — your feedback is important to us and helps us improve.
Anna – Team BIOGENA
Omega 3 rancid, sold without adequate shelf life remaining
I purchased omega 3 vegan superia from Regents st London on 27th October - there was a 2 for 1 offer and I should have checked sell by dates but trusted them so didnt. Very short shelf life left on both bottles meaning that one cannot be used as it will have expired. Products both past their best, very rancid and clumped together and extremely bad taste and leaving me with an upset stomach. I imagine they have been on the shelf over the summer in a hot shop slowly baking and going bad.
Emailed company and no response which judging but others comments seems par for the course and shows an apparent complete disregard for their customers.
I did, on first visit really enjoy the Regents st shop, friendly people and a beautiful space but sadly its not backed up by by an ethos they try to promote. Feels very insincere and money grabbing.
28 October 2025
Unprompted review
Reply from BIOGENA
Thank you for taking the time to share your experience, and please accept our sincere apologies for the inconvenience and disappointment you have encountered.
We are very sorry to hear about the condition of the Omega 3 Vegan Superia products you purchased and the concerns regarding their shelf life. This is certainly not the standard we aim to uphold, and we take feedback like yours very seriously.
To allow us to investigate this matter thoroughly and offer you a suitable solution, we kindly ask you to contact our customer service team directly at ecommerce@biogena.com and include your purchase number, as well as any additional details you may have.
We truly regret that your experience did not reflect the values and quality we strive to represent, and we appreciate the opportunity to make this right.
Best regards,
Theresa from BIOGENA ONE Team
⚠️ Warning to others ⚠️
⚠️ Warning to others ⚠️
I placed an order with Biogena worth over 1000€ and contacted their customer service on 27th September. Since then, I have emailed them three times with no reply at all. Despite providing my ticket number #59385, I am still completely ignored.
This total lack of communication makes me seriously question if this is even a legitimate business. Spending such a large amount of money and then being left without any support is unacceptable and very concerning.
I strongly advise anyone considering ordering from Biogena to be extremely cautious. Until they show otherwise, my experience points to major issues with their reliability and customer care.
Ticket number again, in case they decide to actually look into it: #59385.
27 September 2025
Unprompted review
Reply from BIOGENA
Thank you for sharing your feedback. We sincerely apologize for the lack of response regarding your order and the frustration this has caused. This is not the level of service we strive to provide, and we completely understand your concern given the amount involved.
Please allow us to urgently investigate your case with ticket #59385 and provide a resolution. We are committed to ensuring your order is tracked and any issue is resolved promptly. You can also reach us directly at ecommerce@biogena.com for immediate assistance.
We truly appreciate your patience and hope to regain your trust.
Kind regards,
Noah from BIOGENA
So I contacted support on the 9th of…
So I contacted support on the 9th of September regarding an issue with my last order. I did not receive it in a good condition. Since then, I reached out twice to ask for an update, but unfortunately, to date I have not received a reply. This is such a shame, because the products are very good and the company does its best to maintain quality and the latest research breakthroughs in their products, but unfortunately, their customer service is a huge disappointment. I hope I receive a reply next month.
UPDATE here - so after the long delay in reply i did receive a response and the company sent a new package to me which arrived today. I will continue to buy products from this company but I hope they seriously aim to improve their customer service.
9 September 2025
Unprompted review
Reply from BIOGENA
Thank you for your feedback. We sincerely apologize for the delay in responding to your inquiries and for the condition in which your order arrived. This is not the standard of service we aim to provide, and we completely understand your frustration.
Please allow us to urgently review your case and ensure that a suitable solution is provided. You can also reach us directly at ecommerce@biogena.com so we can address your concern without further delay.
We truly appreciate your patience and hope to restore your trust in BIOGENA.
Kind regards,
Noah from BIOGENA
I have ordered biogena one from their…
I have ordered biogena one from their site and i reveived it in 3 days. Amazing packaging and from what i have read on the internet, amazing product also.
12 August 2025
Unprompted review
Reply from BIOGENA
Thank you for your good review. :)
Theresa from BIOGENA ONE Team
Products are top customer service flop
Products are top, customer service is substandard unfortunately !
First time I reached out via email, took 3+ weeks for an unsatisfactory reply.
Now I am in a situation that a delivery was returned to sender, due to bank holiday and my holiday. I was told to send an email ! Still waiting for resending my product and an answer to my email. It’s beyond frustrating ! When it comes to customer service it’s 0 stars unfortunately!
27 June 2025
Unprompted review
Reply from BIOGENA
Thank you for your honest feedback, and we sincerely apologize for the frustrating experience you've had with our customer service.
We’re truly happy to hear that you’re satisfied with our products — but we’re equally sorry that our service did not meet your expectations. Your experience, especially the delayed response to your email and the unresolved issue with the returned delivery, is far from the standard we aim to provide.
Please rest assured that we are currently reviewing your case with priority. We are also actively working on improving our response times and internal processes to ensure this doesn’t happen again.
Thank you for your patience, and once again, we truly regret the inconvenience caused. If there is anything else we can do to support you, please don’t hesitate to reach out directly.
Non-existent customer service
I like their product, but the customer service is non-existent.
I have sent their team several emails regarding an order that is not being sent, and so fare, one week, I have no answer whatsoever.
At that point, I am worried that I will be debited every month and never receive any product.
Edit: Issue has been resolved, and product received
I hope it was just a one time problem and customer service will be up to the product they have. Thanks
20 June 2025
Unprompted review
Reply from BIOGENA
Thank you for your feedback and for sharing your experience.
We’re truly sorry to hear that you haven’t received a response to your inquiries — this is not the standard of service we aim to provide. Please accept our sincere apologies for the delay and any frustration caused.
We’d like to resolve this matter as quickly as possible. Could you please tell us the mail adress you used? This will help us investigate and ensure your concerns are addressed immediately.
We appreciate your patience and your support of our product, and we’re committed to making this right for you.
Warm regards
NEVER RECEIVE THE PACKAGE, NO REPLY FROM BIOGENA
I am writing to express my extreme disappointment with the service received from Biogena. I placed an order for Molybdenum (Order number B2500678754) on May 20th. The order was confirmed via email, and a tracking number was provided.
The package was supposed to be delivered in Porto/Portugal. However, it when it got to Maya(Portugal) subsequently returned to the origin without ever reaching me. Despite sending numerous emails to inquire about the whereabouts of my package and to resolve this issue, I have received absolutely no response from Biogena customer service. This complete lack of communication is incredibly frustrating, especially when I continue to receive promotional and marketing emails from them.
This has been the worst service experience I have ever encountered. I have lost both time and money due, and I am still unsure if I will receive my money back or the product itself. I will never purchase from Biogena again and strongly advise others against it.
27 June 2025
Unprompted review
Reply from BIOGENA
We’re truly sorry to hear about your experience and want to sincerely apologize for the inconvenience and frustration you’ve encountered.
This is clearly not the service standard we strive to uphold, and we deeply regret that your package was returned and that your emails went unanswered. Your order and your trust are very important to us, and we understand how disappointing this situation must be.
Thank you for providing your order number — we will investigate this issue immediately and contact you directly to find a swift and satisfactory resolution, whether that be a refund or a reshipment.
In the meantime, we appreciate your patience and assure you that your feedback has been shared with our team to improve our service moving forward.
Kind regards.
Great collagen products and staff knowledge!
At first I was skeptical of trying any Collagen product and since I live in Vienna, I consciously wanted to try a product made in Austria, so I decided to try Biogena products. At the store they were very friendly and knowledgable and recommended the combination of Aesthetic Superior and Essentials. I was able to try the different flavours in the store and decided to try for a month to see if it works. After one week I really noticed a difference in my skin, the new strength of my nails and shiny hair.
I really love the results, especially the skin glow! I will definitely continue using the products.
26 June 2025
Unprompted review
I have been writing to Biogena now…
I have been writing to Biogena now about 8 times and always no response! Shockingly bad customer service- never seen anything like it. I have written to infobiogena and various email addresses. Also on instagram and now trying here to get some help. I have returned my order and would like a refund. Please help.
17 June 2025
Unprompted review
Reply from BIOGENA
We’re very sorry to hear about your experience and truly regret the lack of response you’ve received so far. This is not the level of service we aim to provide, and we completely understand your frustration.
Thank you for reaching out again — we appreciate your persistence and want to make this right. Please send us a massage to support@biogena.com with your order number and the email address used for the return, so we can locate your request and process your refund as soon as possible.
We apologize sincerely for the inconvenience caused and thank you for your patience.
Is this a scam?
This week I have contacted Biogena three times requesting how to return an unopened order. There has been no reply other than automated response. There is no information on their site regarding returns. Is this a scam? Do they intentionally not reply so the customer misses the return window?
12 May 2025
Unprompted review
Reply from BIOGENA
Hi Lucy, thank you for your feedback. Please let us know who you contacted regarding your return? Please contact ecommerca@biogena.com with your order number and we will take care of it. Sorry for any circumstances!
Cannot handle a simple giveaway
Ordered a t-shirt that was temporarily available, asked if it might be possible to change the size of the shirt and they just went ahead and cancelled the order without me asking for that, stating it was on my request.
Never got a human response from them either.
It has come to my understanding that most people had their order canceled.
If you cannot manage such a giveaway, then don't start one. Now people exchanged their data for nothing in return.
13 April 2025
Unprompted review
Reply from BIOGENA
Hello Robert, we’re truly sorry for your experience – especially the misleading communication that suggested your order was canceled at your request. That was not accurate and we sincerely apologize for the confusion and frustration it caused.
The BIOGENA ONE giveaway was originally intended for a small, closed survey group. Unfortunately, the promo code was shared publicly and unexpectedly, leading to thousands of orders within a very short time. This demand far exceeded our available stock and overwhelmed both our logistics and support capacity – a situation we clearly underestimated and did not manage as we should have.
We understand your disappointment and the feeling that you shared personal data without receiving what was promised. We want to emphasize that this was never intended as a data collection campaign. To ensure you don’t receive further messages, your email address has been removed from our newsletter distribution.
Thank you for your honest feedback – we’re learning from this experience and working hard to improve.
Misleading Campaign & Poor Customer Service – Disappointing Experience
I placed an order with Biogena Naturprodukte GmbH & Co KG as part of their Instagram gift campaign. After completing the steps and placing my order, I was later informed that the item was “out of stock.” Strangely, many other participants received the same message, raising serious doubts about the legitimacy of this campaign.
It now feels like the entire campaign was designed more for collecting personal data and boosting social media engagement than actually delivering on their promise. To make matters worse, the company has reportedly told some complaining customers that the campaign was intended for a "smaller audience" – which is both vague and unacceptable.
Regardless of the campaign’s intent, once an order is confirmed, it’s the company’s responsibility to fulfill it. Cancelling the confirmed order reflects poorly on their professionalism and ethics.
This experience has left a bad impression, and I won’t be engaging with Biogena again. Others should also be cautious before sharing personal details or placing trust in such campaigns.
14 April 2025
Unprompted review
Reply from BIOGENA
Hello Prithviraj, we’re truly sorry that your experience with our campaign has led to such a negative impression. We understand your disappointment – especially when expectations aren’t met and communication leaves questions unanswered.
The BIOGENA ONE T-shirt promotion was originally created as part of a small-scale survey initiative for a defined test group, as you mentioned above. However, the promotional code was quickly and unexpectedly shared across public discount platforms, resulting in thousands of orders in a very short time – far beyond what the limited stock could cover. This sudden surge overwhelmed the intended scope of the campaign and created a difficult situation for us and our customers alike.
We deeply regret that your order of a free t-shirt had to be canceled and that this has caused frustration and mistrust. We also want to make it clear that this was never intended as a data collection campaign. To avoid further unwanted communication, your email address has been removed from our newsletter distribution list. We hope for your understanding and want to apologize for the inconveniences.
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