Julian Bakery

Review: I ordered 2 loaves of this company's Coconut Paleo Bread for my friend to be mailed under her father's name, [redacted]. The order was placed on May 1st, 2013 online via PayPal. I had to call Julian Bakery so they could adjust the name on the invoice to reflect [redacted] and that's when I spoke to [redacted].* week passed and the bread still hadn't shipped so I called and spoke to [redacted] said they were severely backlogged but the bread would ship that coming Monday. However that following week, our loaves *still weren't received.I waited until the following week to call again. Consequently I spoke to [redacted]... again. She said the loaves would ship that Thursday, May 16th. It takes 2 days to arrive.Today is Tuesday, May 21st, 2013 and we still have no bread. Additionally the company is not answering their phones at either of their numbers of 800/982-7323, 760/721-5200, or 760/721-5203.Julian Baker should contact *ME* to fix this matter @ [redacted]Desired Settlement: We want our bread and we would also like to have a gratuitous something as compensation for the lies and discouraging wait that's been placed upon us.We were not informed of any wait when the order was placed.Julian Baker should contact *ME* to fix this matter @ [redacted]

Business

Response:

We will have someone contact you today to resolve this matter and apologizefor not contacting you sooner. We have 5 people answering the phones fulltime at our numbers between the hours of 8AM to 4PM PST.Thank You,

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

Review: On 8/18/13 I placed Order #[redacted] directly online with Julian Bakery. That order contained 6 items, which according to JB's website entitled me to a flat rate of $5.95. Not only was I billed $8.95 instead of the posted price, but I never received the items and thus far customer service has failed to address my problem.

On 8/21/13 I received an e-mail from JB claiming "your order was packed and shipped 8/21 and you can track it on 8/22/2013." Per tracking information, my order was dispatched to the sorting facility with a scheduled arrival date of 8/24. That day came and went, and when my order didn't arrive by Monday 8/26 I e-mailed Julian Bakery and left a couple phone messages....all of which were left during their posted business hours. I finally reached a live voice Tuesday 8/27. As soon as I explained that I'd left messages by phone & e-mail, the young lady immediately said "Well, we have like 90 voice-mails." That may have been true, and customer service staff may be overwhelmed. But Julian Bakery's understaffing isn't the fault or problem of their customer, and if they kept on top of their orders these things wouldn't occur.

The lady proceeded to explain that that JB's "Your order was packed and shipped" e-mail shouldn't have been sent to me because unfortunately it hadn't left their facility yet. The proffered excuse was that my order contained one pack of Paleo waffles, which she said were only baked on Thursdays. I was assured that my order would ship that Thursday, or "possibly Friday." It didn't come Thursday, or Friday, or today (i.e., Monday). It appears that I was told a lie to placate me, which left me very upset. Meanwhile, Julian Bakery has my money and I don't have my food. After reading several consumer reviews and complaints online, it's obvious that poor delivery and unresponsive customer service is a systemic problem at this company. I'm left to wonder whether Julian treats its retail clients in such a manner, or if we individual consumers are at the bottom of the barrel in terms of priority.

Ideally I would still like delivery, which is why I chose it as my desired settlement. A simple response of "we will ship your order immediately" or "within 3 days" will not be acceptable. We're beyond that; I've heard it before. It's my opinion that Julian should overnight my order at no additional cost to me (they already charged $3 more on shipping than they should've), or issue a complete refund and ditch my order.Desired Settlement: My first preference is to have my order delivered promptly, overnighted at no additional cost. Alternatively, if Julian Bakery is unwilling to overnight it then I would like my order cancelled and a complete refund issued to my credit card within 5 days of the 14-day response time window to which it's entitled. Otherwise, my husband and I will address it with our credit card company.

Business

Response:

Date: 10/14/14

Case # [redacted]

Order # [redacted]

We show a complete refund was issued 09/05/13 Transaction # [redacted]

As customer cancelled order.

Thank You,

[redacted] / Owner

Julian Bakery, Inc.

Review: I had purchased a large amount of items from Julian Bakery back in July, for starters I was told I would receive the items on or around August 1st, when I inquired with the company they said that the maple syrup was on back order, yet I was not notified of this and somehow, the items shipped the next day. When I received my items, which ended up being two weeks after it was promised three of the items were molded. Both packages of waffles and the Paleo bread. The packing slip showed July 30th, which I am assuming they packed everything and forgot to ship the box out on July 30th, therefore the items molded. I contacted Julian Bakery, they asked for photos, yet every time I tried to send them they would not go through as their only means of contact to send the photos is a "do not reply" email which does not allow anything to be sent to it.Desired Settlement: I want a full refund, I will never use Julian Bakery again, as this headache is not worth what possible convenience could have come from it.

Business

Response:

Date: 10/14/14

Case [redacted]

Order [redacted]

We apologize for the delay in responding to your case and will of course refund you. We found

the [redacted] delayed the delivery of your order and it arrived spoiled. A refund was issued on

10/14/14 and will show up on your card in 2 to 4 business days.

Thank You,

Julian Bakery, Inc.

Business

Response:

Date: 10/14/14

Case [redacted]

Order [redacted]

We apologize for the delay in responding to your case and will of course refund you. We found

the [redacted] delayed the delivery of your order and it arrived spoiled. A refund was issued on

10/14/14 and will show up on your card in 2 to 4 business days.

Thank You,

Julian Bakery, Inc.

Review: I ordered a 6 bar sample pack of Paleo Protein Bars on Jan 3rd; I received an email stating they would arrive in 7- 14 business days. Over 3 weeks later on Jan 25, I received an email explaining delays and promising the bars within a week. I received the bars 2 weeks later. All 6 flavors are awful. The taste and texture are so bad that I found them to be inedible. I took 1-2 bites of each flavor and threw the rest away. I contacted Julian Bakery via email on Feb 7, explained that their product was inedible and requested a refund. I received no response. I attempted to post a review on their website, and they blocked all my comments - the comments were negative in nature, but were in no way abusive and did not use foul language. On Feb 22, I contacted Julian Bakery again, stated that I had not received a response, and asked again for a refund. I received an email from [redacted] on Feb 24. He stated that the company did not have to refund my money because the bars are a "specialty health product." He offered a refund only for unopened packages. The purpose of a sample pack is to sample a product. Since that entailed opening the bars, I have no unopened bars left. No where on the web site is there any description of these bars as a "specialty health product." They are described, however, as "delicious" which they are not. Furthermore, it would be impossible for someone to reap the health benefits of this product without ingesting it, and I found this very difficult.Desired Settlement: I would like a full refund and an apology for the poor customer service. I would also like the company to allow both negative and positive comments on their website so consumers can make an informed decision.

Business

Response:

[redacted],

I ordered Paleo Bars from Julian Bakery. Took 3 weeks to ship them. When I finally opened up a bar to taste, and ate half of the bar, I then realized it was covered in mold. It had expired two months prior. If you do some searching online, you will find very similar complaints from others. Julian Bakery does not seem like a trustworthy company. They've been in trouble in the past for falsely advertising and not being truthful about ingredients. I learned my lesson with this company and will never use them again.

Review: On August 24, 2013, I placed an on-line order for 3 packages of [redacted] on the Julian Bakery website (www.JulianBakery.com). The company has two addresses, that I can find: [redacted]

La Jolla, CA, 92037 and [redacted]., Oceanside, CA, 92054. The order was approved and accepted on August 24, 2013. The invoice number quoted on the confirmation was: [redacted]

On Sept. 13, 2013 I sent an email to the company asking for a status on the order as I had not yet received anything. I received an apologetic reply indicating that they were experiencing shipping delays due to high order volumes and indicated that I would receive my order in 7 – 10 business days.

On Sept. 23, 2013 I had still not received my order. I emailed the company as the order was applied to my credit card, even though I had not received anything.

On September 24th, I received a reply from them that I should have been advised via email that they could not fulfill my order as they do not ship to [redacted] (This certainly begs the question as to why my order was accepted online in the first place). They indicated that they had processed a credit against my credit card on September 13, 2013. I had not been advised of this either.

When I checked my credit card statement online, I did indeed see a credit but only for the US dollar amount of the original purchase. Because of foreign exchange, I was still out of pocket by CAD$2.55. I wrote Julian Bakery ([redacted]) to advise of this on September 24th.

Mr. [redacted] responded ([redacted]) on September 25th and again on October 21st indicating that their books were cleared because the purchase had been reversed. He offered to credit my [redacted] account. When I advised him that I did not have a [redacted] account, he suggested that I call their 1-800 number and provide them with my credit card information so that they could process the CAD$2.55 credit.

I was finally able to reach someone on October 1, 2013 at 11:19AM (Toronto time) and spoke with [redacted]. I gave her my credit card number and she assured me that a credit would be applied to my [redacted] account. When I asked what they would do to ensure that the amount would equal CAD$2.55, she indicated that the owner would verify this prior to entering the credit.

To date, I am still out of pocket for the CAD$2.55 and have not received a credit on my [redacted] account despite two follow up emails (sent October 28th and again Nov 1st , 2013) neither of which have been responded to. Whenever I call their 1-800 number I get a recording and none of the messages I have ever left have been returned.

I find this company’s business practices shameful. While this is a small order and a small amount of money, I fail to see why I should be out of pocket for a mistake that is entirely of their making: accepting my on-line order when they do not deliver to [redacted]

Any assistance in rectifying this situation would be appreciated.Desired Settlement: Refund of CAD $2.55 as stated ion the above

Business

Response:

Please email [redacted] regarding your refund

Review: I have contacted the bakery several times over the month of January 2014 regarding two online purchases I had made. Three out of four of the loaves of bread came with mold and mildew on them, there was condensation in the bags upon delivery. I took photos and the spots were bright green. [redacted] of Julian Bakery told me that the spots were physllium, however, I bake with and use psylluim and it does not darken. Also, the moldy spots smelled, tasted bad, were dime sized and bright green. I sent four photos to [redacted] and explained everything. The purchases were made in January 2013 and March 2013. I wanted to complain sooner, but was in a bad car accident in March 2013, that put me in the hospital and unable to walk or use my arms for many months. I just this past January have been able to contact the company. I know what mold and mildew looks like and that was mold. There were several spots in each slice through the whole loaf. By the time I picked out each spot, to try to save the bread, there was not much left as the slices are small. I had followed the companies exact instructions to put the bread in the freezer upon delivery. I was home both times the bread came and opened to the box and put them right in the freezer. I did everything I was supposed to do. After the first shipment, I had hoped it was just a fluke and gave them the benefit of the doubt, but when the second shipment also was moldy, I wouldn't order again unless I could be assured there would not be mold, or I would receive replacement loaves.Desired Settlement: I would like a refund for both orders and replacement loaves of bread.

Business

Response:

I spoke to our customer service rep [redacted] who I copied on this issue.

On 1/5, I ordered a box of the Paleo coconut shred protein bars Order #JB275797 from Julian Bakery. On 1/13, I received a box of cinnamon roll bars. I called to let them know. Their ([redacted]) response was that they would send a box of the correct bars next week and put a return label in the mail for me to go stand in line at the post office and return the wrong bars that I received.

To me, good customer service would have been, I'm sorry we made a mistake, go ahead and enjoy the cinnamon roll bars and we will send you the correct bars out ASAP at no cost.

Not, drive to your nearest post office and stand in line and return the wrong ones!

I will be certain to give this company lots of good advertisement on facebook, which is where I saw the advertisement for this company to begin with. As well as writing a note to the Revdex.com.

Review: On January 5th or 6th of 2015, I ordered a six-bar variety pack of Julian Bakery's Paleo Protein Bars for $19.99. I received a post-dated email right away containing a tracking number from the USPS and a promise of shipment on January 12 and delivery January 14. When the package did not appear, I used the tracking number provided, but the website indicated "Shipping Label Created" and said the parcel was still "Pre-Shipment". I contacted customer service at Julian Bakery via email on January 15 to inquire about this issue and received an unsigned reply telling me production and shipment were running behind due to "overwhelming response" but that shipment would take place on January 21. I tracked the package again on January 23 and emailed them a second time and received an email signed "[redacted]" saying the same thing as last time, but claiming they were now shipping the parcel on January 27. I wrote back stating that I felt a discount was in order because of the repeated delay.[redacted] wrote back offering a $5 discount code for a future order. I tracked the package again on January 30 and saw once again that it had not shipped. I sent another email stating that I had once again not received the product and would be making a complaint to the Revdex.com if the situation was not resolved. I also followed up with a phone call and spoke with someone named [redacted] who claimed the parcel would ship yesterday and told me her manager would be calling me back. I have received no phone call, and the package has still not shipped as of 4:30pm EST on January 31.Desired Settlement: Because of the repeated delay, I believe at least 50%, if not all, of the purchase price for this product should be refunded. I would also like to see the Julian Bakery's poor service reflected in their Revdex.com review.

Business

Response:

[redacted],

Review: I ordered the Paleo Protein Bar -Variety Box on Jan 21, 2016. I received the standard confirmation email from Julian Bakery of my order total and that it will take 7-14 business days to bake and ship and once shipped it will be delivered in 1-2 days. The money in the amount of $40.31 has been withdrawn from my account since Jan 21, 2016 via PayPal.

I sent an email to Julian Bakery on Feb 5, 2016 inquiring about my order status with my order number ([redacted]). I have called several times to no avail. It is now Feb 15 and I have yet to receive my order and or a response to my email about the status of my order.Desired Settlement: I expect a full refund of $40.31.

Business

Response:

We apologize for the issue with this order as it appears it didn't get processed because of a software error. I have refunded your order but would like to knowif I can send you this product at NO charge as it was our fault.

Review: There is so many things to complain about this company. My main issue when I first contacted them was that I ordered bread from Julian Bakery for the first time ever. When it arrived, it arrived MOLDY! I did not pay to have moldy bread arrive. I called as soon as I got it, and no answer on their phones. So I went ahead and emailed them. They replied the following day and said they will replace it. I emailed back and said no, I dont want to keep risking time or money if I am going to possibly get moldy bread again and I want a refund. Their reply was "we are not AUTHORIZED to give refunds". How is a company NOT "authorized" to give refunds? I asked that in a following email as well as stating that it is NOT on their website that they do not refund products, as well as asking for a business manager to contact me, they ignored my emails after that. I emailed again, nothing. Tried calling and of course no response. So not only did they send me unedible bread, they were not giving me proper, professional custormer service. I feel like they stole my money because I got nothing but mold and now, no resolvement to my problem. They block a person from Facebook so I can imagine them probably doing the same to my email and/or phone numbers.Desired Settlement: I would like for them (Julian Bakery) to refund the full amount that I paid for the breads of $20.86 (twenty dollars and eightysix cents).

Business

Response:

[redacted], We are sorry you had such problems as that is not typical. We can either schedule a replacement order or offer a refund but we must firstschedule a pickup of that old order. Upon return we will process your refund. Please let us know which of these you would like. It appearsyou had some sort of delay in transit which is why the replacement was offered in the first place.

I ordered some bread and it is disgusting. They mistakenly sent gluten free bread. They will not let me return it. We cannot even eat it...it is so terrible.

Review: This is in regards to their Paleo bars. First I placed my order in end of Dec didn't hear so end of January called and they were behind production due to higher demand then expected, okay no problem. Early February I finally received my order and come to find out the bars advertised and labeled as nut free were in fact not (well at least 2 flavor that I know of were made with cashews). Secondly, I opened a bar and it was moldy, proceeded to open 4 of the same flavor...all moldy. I contacted the company and the gal was nice and offered replacement bars. I agreed as I was wanting to give these bars a try. Next next morning I opened a 5th bar again moldy so proceeded to open the remaining 8 bars (all different flavors) and low and behold every single bar was fuzzy with mold! I have contacted and left 4 messages for the company with no return response. I even attempted a 5th contact via email to the owner Heath who has yet to respond. This has been all in the last 2 weeks. I would not recommend these bars nor this company to anyone which is unfortunate because I do use a couple other of their products.

This morning I opened a replacement bar and guess what? MOLDY

Business

Response:

We are sorry this has happened and have refunded your order #[redacted]

Review: I made the order on September 8th 2013. Half of my order arrived Saturday October 5th 2013. The other half arrived today, Wednesday October 9th 2013. On their website they "All Orders Ship in 7 to 14 Business Days as we Bake and Ship Fresh, Never Frozen!". This was obviously not the case with my order. Worse than this however, all the products in my order arrived moldy and would be a danger to consume had I not inspected it.Desired Settlement: I want the debit card that I ordered this with to be refunded the whole amount including shipping. I feel this is the minimum they ought to do. More importantly I want to warn future prospective customers of their terrible service.

Business

Response:

[redacted],

Your order was to arrive with USPS in 2 to 3 Days. The USPS service was delayed delivering your order which was outside

our control. As you know since you have ordered a couple of other times it does not take that long once your order is in

transit to be delivered. After investigating Your tracking number is [redacted]

We found we can file a claim on your order as it was the fault of USPS not the Julian Bakery. We will process a refund and file a claim on order [redacted]

fpr $64.88

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

Review: I ordered on January 29th and they took the money from my paypal and promised the product the 10th of February and I don't have it. The tracking number doesn't work. They won't respond to me at all.

Your order [redacted] has now been assigned a tracking

number, which means that your package will be shipping shortly.

Your order was baked and shipped on 02/08/2016 and you can track it on 02/09/2016. You should receive your order on or around 02/10/2016.Desired Settlement: I want my product

Business

Response:

We are terribly sorry for the delay on shipping your order. We had a major piece of production equipment go out which caused the delay.Your ordr order had been shipped on 02/16 and will deliver tomorrow on 02/19 Please use this tracking link:

Review: I ordered some Paleo bars from Julian bakery. I ate about 1/4 of one of the bars and immediately vomited. I have no allergies to food and I am not pregnant. The taste was horrible and they want me to send the bars back to them in order to receive a refund. I still have the remaining bars but the purchase was only $20 so it is not worth it for me to send them back after I pay for shipping. I want a full refund not only because I got sick but because of the quality of the product was extremely poor. I don't need $20, that's beside the issue.Desired Settlement: Please change your store policy that people must send back their products for full refund. 100% money back guarantee should be granted regardless. I want my money back to prove a point to the company. Thanks

Business

Response:

We are sorry that happened and have never heard of such an issue occurring.

Review: I previously order from this company twice before - a product they make called paleo protein bars. I ordered a variety box both time. They list what will come in the variety box. The second box arrived and it was not as promised - 1 bar was missing and there were 2 of a different flavor that was only supposed to be 1 (the rest were stayed 2 of each). I found when I called they did not have the nicest customer service as they really didn't care and would only issue me a refund for the 1 missing when I continued to complain and would not send me the missing bar unless I paid for the shipping. This is not my main complaint but this is where it begins - terrible customer service that does not correct their mistakes or care.

I ordered a 3rd box sometime after this incident. This time a new flavor. I received an email stating it was on the way. Never received tracking. When I did not get the product, I called and was told "oh we took too many orders. More than we could bake or handle so some will be late" (I guess they just wanted to take people's money and didn't care about when we would get our product or about letting us know there would be a delay. So I finally received the product and when I opened the bar and went to eat it or I should say tried to bite into it, it was so hard I could barely bite it off and actually worried about breaking my teeth. When I chewed it it hurt my jaw and got stuck everywhere. I knew from the previous bars (and common sense) this wasn't normal or right. I got the feeling perhaps the over-ordering forced them to bake quickly and perhaps some got overbaked or not cooked quite right. When I called to complain I was told "well it's been cold in California maybe they got too cold and became hard" so either I was right about the incorrect baking or their own representative told me another reason they were likely at fault for the bars being to hard to eat. They were inedible - however all they kept saying over and over was their policy was ...Desired Settlement: After emails, They finally said they would include the opened bar in the exchange/refund (told me to send back but that was all they said. Today they said I should have put a note in the box so now they won't exchange and will only refund and not for the 12th bar - but they never told me to incl a note!) So now they have gone back on their word after I sent the product back. now will not refund for the 12th opened bar I want that refunded as it was inedible and how else would I have known but to open and they forced me to mail back the product and pay for it- I paid $12 to ship and they will not reimburse me. They product was defective and inedible! Why should I have to pay to ship it back when it was their fault for ruining it not mine?! All I want is what's fair - a FULL refund not partial including shipping the product back to them. I have emailed numerous times and practically begged - thank you (I can expl better if not limited) and have emails

Business

Response:

As you can see from this attachment your entire order was previously refunded.

Review: I have contacted this company several times regarding an order that I did not receive completely. They responded in saying that it would be sent out the following week but to no avail. The order was placed on March 9, 2014. I sent emails requesting the refund of the product I ordered but they would not refund. I did not receive any conformation on any tracking numbers that would show their attempt to send the item as well as no followup emails or phone calls regarding the whereabouts of my refund. I have the string of emails sent to this company.Desired Settlement: I would like my money refunded for the item that was not sent, $34.99.

Business

Response:

[redacted], We are so sorry you didn't get your refund and will process your refund on Monday 04/07 please allow 3 to 5 business days for those fundsto be returned to your card.

Review: WE BOUGHT 12 BARS FROM THIS COMPANY BACK ON 2/5/2015 AND THEY DIDNT ARRIVE UNTIL 5 WEEKS LATER. WE TRIED CALLING THEM FOR UPDATES AND NEVER RECEIVED A CALL BACK PRIOR TO THE DELIVERY. WHEN THEY ARRIVED, THEY WERE COVERED IN MOLD. WE TRIED EMAILING THIS COMPANY AND CALLING THEM AND STILL HAVE NOT RECEIVED A CALL BACK. FROM DOING FURTHER RESEARCH, IT APPEARS HUNDREDS OF OTHER CUSTOMERS ARE EXPERIENCING THE SAME ISSUES AND WHENEVER WE TRY TO REACH THEM THROUGH FACEBOOK, THEY BLOCK US, JUST LIKE THEY DO TO MANY OTHER CUSTOMERS. WE ARE ALSO GONIG TO FILE A COMPLAINT WITH THE FDA BECAUSE IT APPEARS THAT THEY ARE SCAMMING SO MAN PEOPLE AND IT NEEDS TO COME TO AN END. PLEASE REFUND OUR MONEY AND MAKE THIS RIGHT. THANK YOUDesired Settlement: PLEASE REFUND OUR MONEY IMMEDIATELY SO WE CAN END THIS AMICABLY

Business

Response:

We are so sorry this happened as our co-packing facility made a small batch of bars that had to much water resulting in mold. This issue has now beenresolved and we would of course refund your money as we want you to be happy.

Review: 01/31/16 Placed online order for 2 packs of 14 bars 020/4/16 Received email that bars would be baked 02/08/16, track it on 02/09/16, order shoulder be received on or around 02/10/16 02/13/16 Sent 2 inquiries with regard to order, no response Submitted a [redacted] dispute Received a response with regard to order, response did not include any info when the order will be actually sent. Asked for cancellation through [redacted] with no response.

Business

Response:

This order is scheduled to deliver today 03/03/16 and we truly apologize for the delay but we had a piece of production equipmentthat failed and all delayed orders are now delivering this week.