Complaints

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.

• Initial Complaint

  Date:07/17/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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. This was very generous and far exceeds the remedy I had asked for. Thank you.
  
  
  
  Regards,
  
  
  
  ******* ******ng fee, then I think it's fair that they just issue a refund for the $14.99. I'm not gong to eat these.
  
  When I called I was offered a credit for $14.99, but you have to spend $49 to get free shipping so that doesn't work for me, either. Nor am I sure I will order again. The overseas customer service rep obviously isn't empowered by the company to help the customer beyond the credit which I don't want.
  
  Thank you for any solution you might help me reach.

  Business Response

  Date: 07/18/2024

  Hello there! 
  
  I truly apologize for this experience both with the product received as well as the experience when attempting to have this resolved. We take customer service very seriously. We ensure that all of our customer service agents undergo comprehensive training to handle a wide range of issues. Our agents are empowered to make decisions that best serve our customers' needs, and we continuously provide coaching and feedback to help them improve their skills.
  We understand how frustrating it can be when expectations are not met, and we truly appreciate your patience and understanding.
  I have gone ahead and fully refunded this order, in the amount of $70.35. Please allow 2-3 business days for this to be reflected on your payment method. 
  
  Thank you for the opportunity to make this right! Please feel free to reach out to us if you have any additional questions or concerns!

• Initial Complaint

  Date:05/01/2024

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  I've ordered from Nuts.com four times in total. The first three orders arrived at my address as expected. The most recent order, though, was sent to a previous address, which is in a completely different state and happens to be an address I used to live at. I'm unsure why or how my order was suddenly sent to the wrong state. I reached out to Nuts.com to let them know, and their help was basically non-existent. I sent evidence to them -- images of orders and tracking numbers -- to show the issue existed but they didn't seem to care that my more than $200 order went to the wrong address. The current resident of my old address reached out because my contact information was included on the box, but they were unable to help either. I let Nuts.com know about this exchange by including images of the text messages. I told them I wouldn't seek renumeration, mostly because I doubt they'd help. Still, beware that your orders may randomly end up going somewhere completely unexpected based on no clearly discernible reason.

  Business Response

  Date: 05/02/2024

  We responded to the customer's most recent email. The order was placed via Apple Pay, which automatically inserts a billing and shipping address that we have no control over. In the response, we included a link on how to edit the Apple Pay settings and remove the old address from his Nuts.com account. The order was also reshipped to the correct address in ******** 

• Initial Complaint

  Date:02/26/2024

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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.

  Package is still missing.  Very poor customer service.

  Business Response

  Date: 02/29/2024

  We certainly can understand the customer's frustration with the delay of their order, but it's important to note that our delivery dates are not guaranteed or promised, they are estimates. While we make every effort to provide ***************** estimates, unforeseen circumstances can impact the delivery timeline on the courier's end. More information can be found in our ************ here. 

  We want to emphasize that our perishable items are carefully packaged in airtight bags, designed to withstand delays and additional time in transit. Nevertheless, we acknowledge that situations like this can be disappointing, and apologize for any inconvenience caused.

  This order was marked as delivered on Sunday 2/25/24, but the customer states they have not received this order. Due to this, we've gone ahead and processed a refund. The refund will be processed and should reflect on their method of payment within the next 2-5 business days, depending on their banking institution. 

• Initial Complaint

  Date:02/20/2024

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  1. I DID in fact cancel the order in time. IMMEDIATELY after making the order I got on the phone and cancelled it. The automatic system confirmed the cancellation. It said that the refund would arrive in 5 to 10 days (unfortunately this is a common policy and not exclusive to Nuts.com). I had it on speaker phone and that policy irritated my husband who told me to wait before ordering the roasted nuts I had intended to order in the first place. So to say that it is basically not possible to cancel without the live representative is incredible, given that the automated customer service number tells you the order is not only cancelled but when to expect the refund. I am not making this up. I have no desire to rip off small businesses. Nuts.com has done a great job with marketing, and their products are good. not junk. So for me to complain, there is a real problem.

  2. I got a refund because I filed a case with ******. ******** chose to ghost me and no longer reply to my emails. So after a day of waiting for a reply (which is customer service 101), I went to ****** and contested the order. ****** reviewed it and agreed with me. 

  3. As I said in my complaint here, Nuts.com products are actually great. They are fresh and delivery is rapid. I am disgusted by their customer service. To insinuate that the issue is somehow my fault is insulting. It IS my fault that I made an error in the order. No question about that. As I said in the complaint, in no way was I seeking free products. I am happy to pay for quality. But going forward, don't insult your customers by ghosting them, and claiming there was a miscommunication. There was none on my end. I attempted communication and was ghosted. The automated customer service line after hours confirmed the cancellation. It would appear to me that there is a problem on their end.

  4. despite all of this, we will likely order from Nuts.com again. I will make absolute certain that I don't make a mistake. And if I do, well, I guess we know what will happen next. (no, I won't bother to try to cancel it unless I talk to a live person). 

  5. What would have prevented this fiasco would have been a reply to my last email, where I explained what I experienced on their phone line, offered me a refund (which I might have declined since I know they are a small family run business), or better yet, a credit towards a future order. A future order that would have happened within minutes of being offered the credit. 

  So Nuts.com, if you are reading this, please take a good look at your automated customer service line. There is a problem there. And also, don't ghost people who are just trying to resolve a problem. People who like your products, support your family business, and aren't being unreasonable. When a customer tries to explain something, hear them out. Offer them something! You may be surprised to find that there are some people who will decline refunds. and FYI, I will be putting that $41 refund back into another order. Only because we believe in second chances, and until now, never had a bad experience--and that is after many, many years of being a customer.

   

  
  
  
  
  Regards,
  
  
  
  ****** ********

  ed time frame to cancel and modify orders.
  
  - If your order has already shipped or delivered, we cannot process any cancellation or modification requests.
  
  How could it possibly been shipped when I cancelled it within a minute of making the order?
  
  ***********************************************************************=Since%20our%20fulfillment%20center%20processes,any%20cancellation%20or%20modification%20requests.
  
  I have been a faithful customer of nuts.com since it's early days. I am very sad about how I have been treated. Their products are great, their customer service is terrible. To not reply back to me seems disrespectful and uncaring. My whole family and friends order from them.

  Business Response

  Date: 02/20/2024

  We're very sorry to hear about the customer's order not being cancelled on time. It seems there may have been a miscommunication, since our automated system is not set up to cancel orders for us - only our customer experience associates can cancel orders via phone or email. The order was placed at 5pm on Sunday 2/18, but our phone operating hours are from 8am-4:30pm EST on Sundays. Due to this, our voicemail system took the call and forwarded to our associate to take care of the next business day. Our warehouse, however, continues to ship through the day so the order was created, packaged and put into the courier's truck for delivery within hours. We'll make sure to follow up with our automated system to ensure it is not confirming orders have been cancelled, since it does not have that capability.

  As a family owned company, we always want to do right by our customers. We've gone ahead and processed a refund for this order, which will reflect within the next 2-5 business days, depending on their banking institution. We recommend the customer donate the items to her local food bank if unable to use. 

• Initial Complaint

  Date:12/07/2023

  Type:Order Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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: 12/07/2023

  We can certainly understand the customer's frustration, but of course we need to verify that this is a Nuts.com product. Not only that, but if it is a quality issue, we have to make sure we are logging this on the order for our internal reports. The customer called back and our associate was happy to reship the Malted Milk ***** under their email, not the sender's email.