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Business Profile

Nuts

Nuts.com, Inc.

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Nuts.

Complaints

Customer Complaints Summary

  • 44 total complaints in the last 3 years.
  • 16 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:12/16/2024

    Type:Service or Repair Issues
    Status:
    Resolved
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    [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,



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

    Business Response

    Date: 12/18/2024

    The order sent to the customer has been refunded as a courtesy for the incorrect section being filled in the Custom Tray. 

  • Initial Complaint

    Date:11/18/2024

    Type:Product Issues
    Status:
    Resolved
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    [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,



    ******* ******* *******kept talking over me when it was my turn to talk and I had to shout to get them to listen to me. At one point they told me to "just calm down" not a good idea to tell someone who is frustrated with your policies and ability or willingness to explain them.

    At this point I am a bit concerned that they did not provide me with any sort of packaging slip to connect the product I am returning with my account, even though I asked several times if this was needed. I also asked the rep to send me an email confirming that I did not need any documentation to send with the return. Instead they sent me an email with their mailing address - which I had not asked for.

    Extremely frustrating call. Terrible customer service from a company who offers a 100% satisfaction guarantee that is on their website. I would appreciate a full refund of $216.45 instead of the minus 20% they offered, and I would like them to be required to fully state their return policy on their website. Thank you for your attention.

    Business Response

    Date: 11/19/2024

    Hi there ********

    We’re sorry to hear you were not expecting your recurring Auto-Delivery subscription order to ship out. My name is Derek, and I am a member of the management team here with Nuts.com.

    After reviewing your account, we noticed that two emails were sent to you regarding your subscription. The first email, titled "Congrats! Enjoy Your Auto-Delivery Subscription," is a confirmation email that is sent to all customers when they sign up for Auto Delivery. The second email, titled "Your Next Auto-Delivery Is Coming Up!," is a reminder email that is sent to customers 3 days before their subscription order is shipped.

    Since this package was not expected, I have gone ahead and provided a full refund in the amount of the order, $216.45. Please allow 2-3 business days for this to be reflected on your payment method. 

    As always, we give our customers the tools to manage their auto-subscription via their accounts. Simply visit ********************account and on the left-hand side you should be able to see "Auto-Delivery". Under "Auto-Delivery" you can modify your subscription at any time.

    I very much apologize again for this situation, and if you need anything else, please don't hesitate to reach out!

  • Initial Complaint

    Date:09/20/2024

    Type:Delivery Issues
    Status:
    Resolved
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    [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,

    ** *****ge this was occur on your end. Also, we do send you a confirmation email in order for you to review if all the items you order are all correct, in that case we still have an ability to cancel the order and place the correct items on it."Either they don't understand English at all and don't care about their customers at all, or they are just being deceptive, because they put cheaper stuff into bags and labels of more expensive merchandise and refused to admit the mistake.

    Business Response

    Date: 09/21/2024

    Hello ************text="true" style="box-sizing: inherit;">
    My name is ***** and I am a member of the management team here with Nuts.com. Thank you for bringing this issue to our attention, and I sincerely apologize for the frustration this has caused. It is clear that our initial response did not fully address the problem with your order, and I want to assure you that we are taking immediate steps to provide the resolution you deserve.
    First, I apologize for the misunderstanding in how your concern was handled by our customer service team. I will be providing feedback and coaching to ensure that future interactions are handled with more care and clarity, so that no customer experiences this type of issue again.

    Regarding your order, I am currently working with our quality control team to investigate our current inventory and ensure that the correct product is available. As soon as I receive an update, we would be glad to let you know. In the meantime, I have gone ahead and refunded you back $99.96 for the cost of this item that you received incorrectly. Please allow 2-3 business days for this to be reflected on your payment method.

    Are you able to send us a picture of the product outside of the bag to ************** Perhaps against a plate? I want to make sure our team knows exactly what they're looking for.

    Your satisfaction is important to us, and we appreciate your patience while we resolve this matter. If you have any further concerns or questions in the meantime, please dont hesitate to reach out.

Nuts.com, Inc. is NOT a BBB Accredited Business.

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