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: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.

  On Sunday, February 18, 2024, I mistakenly ordered 2 lbs of organic raw pistashios. I meant to order roasted. Literally within one minute of making the order, I immediately phoned the customer care line and the automated system confirmed the cancellation of the order. I sent an email too, just to be sure. The next day I received an email telling me it was too late for me to cancel and that the order dept had already shipped the item. How is that possible? Within one minute of making an order, on a sunday no less, the order was already filled and despite my getting a confirmation of the cancellation by phone, it was too late to cancel? I explained what happened and how quickly I cancelled by phone and email AND got a confirmation over the phone that the order was cancelled. Well the company has ignored my email. I explained that I wasn't looking for free stuff, I just cannot use raw nuts! On their website they state: Since our fulfillment center processes orders quickly there is a limited 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. 

  Customer Answer

  Date: 02/20/2024

  
  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,
  
  ****** ********

• 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.

  Rancid malted milk *****. Received as a gift. ***************** wants gifts name and order number, which I dont have and wont provide as they will send them an email telling them the order was replaced. I asked for a supervisor and they have to call me back within 24 hours. Terrible customer support.

  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. 

  Customer Answer

  Date: 12/07/2023

  [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,
  
  *******************

• Initial Complaint

  Date:11/17/2023

  Type:Service or Repair 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.

  I am ************* of lying companies. This company was inundating my inbox, cell phone, and ******* with ads, and I finally figured, why not. Well, it turns out they are like every other company looking for an easy dollar but can't be bothered to do the bare minimum. On every page of the checkout and search, it said, "you will have this by tomorrow." So I place an order. Tomorrow comes, and the package hasn't even shipped. I reach out, and I get a generic copy and paste canned response. So I reply, to which I get the same exact copy and paste reply. Then, after asking for a refund, they throw the box on a truck and it's out for delivery suddenly today. Too late. You failed at the one thing you promised to do that is literally on every page of your website. I am done. My patience is gone for companies. They're all cheats. Give me my money back.

  Business Response

  Date: 11/18/2023

  Hello,
  Thanks for reaching out to us. My name is *****, and I am a member of the management team here with Nuts.com. As a family owned business, we work towards providing the absolute best customer service to all of our customers. We believe no issue is too small to solve and will do what it takes. We are 100% committed to our customers is something that we stand by.
  I sincerely apologize that this order was delayed in being received by you. We work with our couriers to provide accurate delivery times, however these are subject to normal delays and are not always able to be met. Upon taking a look, it does appear as though this package was received by you and wad marked as delivered yesterday, Nov 17th.
  Due to this inconvenience, I have gone ahead and refunded your order in full, per your request. Please allow 2-3 business days for this refund to be reflected on your payment method.
  Please be advised that moving forward, all delivery dates are estimates and we are unable to guarantee our delivery dates. Again, I am very sorry for this experience and inconvenience this may have caused you. If there is anything additionally I might be able to do to assist, please feel free to reach back out to me at **************

  Customer Answer

  Date: 11/18/2023

  [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,
  
  *******************

• Initial Complaint

  Date:08/17/2023

  Type:Service or Repair 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.

  I placed an order with Nuts.com on July 29 for *****, order ******** with delivery promised on Aug. 4 (as a gift to area code *****). They emailed me saying it would be delayed by two days. The item has still not arrived on August 17 and Nuts.com will not reply to my inquiry. They charged my credit card, did not deliver the product, and are now ghosting me. I was under the impression Nuts.com was a legitimate company. They are verging on being guilty of theft. At this juncture the money they took needs to be returned. I cannot imagine the food, especially the chocolate, will be good upon arrival. Thank you for your assistance.

  Business Response

  Date: 08/18/2023

  It seems that the courier rerouted this order back to us (it could have been damaged in transit), but one of our associates responded to the customer's email from Aug 17, 10:27 PM this morning letting him know that the order had been refunded back to the original method of payment. 

  Customer Answer

  Date: 08/18/2023

  [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,
  
  *******************

• Initial Complaint

  Date:12/02/2022

  Type:Service or Repair 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.

  Good day. I placed the following order #******** on 11/30/2022. I was supposed to reeive it on 12/01. I called Nuts.com multiple times. I requested to speak with a supervisor and was told that a sup was on the phone. No one could tell me where my order was. I requeasted a refund and an expidited delivery. for the order not showing. Per the notations of the orer, My order was left with *******************************. This is a vendor that Nits.com as large as this compan y uses; it uses substandard delivery! HElp! I want a refund and a full order for accomodation!

  Business Response

  Date: 12/03/2022

  We use a courier named Lasership, a regional last-mile delivery company that services the Eastern and Midwest *************. While we try to make sure our customers receive their packages in a speedy manner, these dates are subject to change based on the availability of the driver, and  courier volume, especially during the month of December. We ask customers to allow an additional 1-2 business days for the package to arrive.

  This package was estimated to arrive yesterday, Fri 12/2/22 but is in out for delivery today, Sat 12/3/22. The customer called again this morning, Sat 12/3/22 and as a courtesy we reshipped the package today, although the original is estimated to arrive today per the tracking. https://t.lasership.com/Track/1LSCXZ420978029

   

• Initial Complaint

  Date:08/30/2022

  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.

  The item cost me a mere $5.99 for a 1 lb bag of whole sprouted oats and I purchased this item from nuts.com because they listed it on their website as a gluten free item ..and therefore I felt safe ordering it...I buy only gluten free grains.my package arrive and on the bag it says "contains wheat"....Wheat means it contains gluten...and if it contains gluten it should not be offered for sale as a gluten free item.I wasn't asking for gluten free certification....I was doing what I would be doing on amazon or any other seller of food that is selling gluten free items...Trusting the offering.. nuts.com sells products with no identity of manufacturer....these items are loose and nuts.com is packaging them in bags... I feel they are responsible for how to lble their products...I had a customer rep practically argue with me that the term gluten free unless its certified as gluten free can't be considered 100% gluten free....Nuts.com buys products from all over the world and RE-packages items with their own label....loose items are placed inside a nuts.com logo bag...And at the same time they have the right to mislead the public by calling items gluten free on their websi when they also state on their own bag that it contains wheat...( a gluten grain)...This is a bad practice...not unlawful but deceptive...And that's my complaint....deception...I felt I was deceived...and this company doesn't offer compensation or refunds...I'm a ********************************************************* their inability to comprehend that they are responsible for what they're selling...If you call something gluten free,people who are sensitive to gluten are going to trust you...If you are the manufacturer then you can place words on your package there can be cross contamination...but to order a product that says gluten free in the web description and then receive a package that says contains wheat is just wrong!!

  Business Response

  Date: 09/08/2022

  We apologize for the error on our website. While the item was listed under a search for "gluten-free" the package itself was properly labeled. Consumer safety is our #1 priority and strive to provide as much information as possible to our customers. The information included on a product label should always be considered the most accurate as specifications and ingredients may change for future products due to improvements and supply chain variability. The customer spoke with our Supervisor who presented a store credit for the product as compensation, but we have gone ahead and processed a refund for the Organic Sprouted Oats (Hulled) due to the inconvenience.