Nuts.com, Inc.

Complaint: ***
I am rejecting this response because: Nuts.com is not telling the truth on two countsOne, I don't see a refund on my credit card account
Two, only one out of the two damaged packages was picked upI called them repeatedly to pick up the second package but they kept giving me one lie after the other. I, then, felt compelled to contact Revdex.com
Regards,
*** ***

Hi,We are sorry you are not satisfied with your order. Per your email exchange with Marcia we have offered you 2 scenarios which we are happy to offer.  We can send you a prepaid return label so you can return the items for a full refund.  If you prefer to keep the items, we are happy to...

give you a store credit on the value of the items for $71.80.  You can use that credit towards the purchase of items or towards shipping a new order.  Unfortunately, we are not able to let you keep the merchandise, give you a store credit for $71.80, and send you the replacements at no charge.  I am sorry for any inconvenience.

I would recommend contacting your credit card company as I show a refund was processed on our end.  [redacted] has told us they have picked up both cases.  I will contact them today and let them know they never picked up the 2nd case.  They will come tomorrow to pick it up.

This customer contacted us stating they received their order and were not happy with some of the items they received.  We apologized and let them know we would be happy to send a prepaid return label so they could return the order or any part of the order they had left for a refund or an...

exchange of something else.  The customer stated even though they did not like anything in their order, they still consumed everything in it.  Unfortunately, we are not able to issue a refund without receiving the items back.  Should they still have the items, we would be happy to issue a prepaid return label so they can get a refund.

Complaint: [redacted]
I am rejecting this response because:There was no courtesy refund as...

 stated. I had to file a reversal with my credit card to get a partial credit as they simply did not respond to Revdex.com when this was filed 9/15 until today, Feb 15 , 16.Doing due diligence after the fact, I can see many similar complaints  online and same on the old company name as well.They have lost a customer and I will tell 10 other people about their failures.
Regards,
[redacted]

Per my previous email you have been refunded for these items

Hi,We are sorry your Grandmother did not enjoy the sugar free candy she ordered and experienced diarrhea.  We certainly hope she is feeling better.  Per the warning on our website, and on the packaging we do state *Warning: Excess consumption may have a laxative effect.*  As a...

courtesy, we refunded your entire order including the shipping.  Once again, we are sorry your Grandmother did not enjoy these.

We are sorry that both packages arrived damaged.  The order has already been refunded and the packages have been picked up by [redacted]

Complaint: [redacted]
I am rejecting this response because: I have NOT received a full refund.  I have received only a partial refund.  I want the $5.99 refunded - this is the amount in dispute that nuts.com has NOT refunded.
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because:
I stated that I didn't have time to replace the nuts. What I am most upset with is the fact that you advertise 100% satisfaction guarantee. "We will do whatever it takes to make you happy." This is truly false advertising. The nuts were expensive, very dry, and had hardly no salt on them. Maybe I got a bad batch. But I do know this, you should change your advertising to say, if you're not happy with the nuts, mail them back. I don't see this anywhere on your webpage.
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because: Nuts.com has told me too many lies. I will not accept any response until they actually keep their word. They talk very smoothly but do not actually do anything to address the complaint. I filed a complaint with my credit card company also. They have not received any response from nuts.com. This organization is proving to be a very unethical organization.
Regards,
[redacted]

Hi, This customer has already been refunded in full for his purchase prior to this email.  We consider this matter to be closed.

Complaint: [redacted]
I am rejecting this response because:Your representative Marcia clearly emailed me on 5-11-15 at 232pm stating she would replace the items without me returning them as I am homebound and disabled and unable to drop the package off at a [redacted] location.  She then VERY CLEARLY stated in an email sent on 5-11-15 at 322pm that SHE/Nuts.com would pay for shipment of these replacement items.2 days later I receive an email stating replacement items wouldn't be sent to me until the defective items that made 4 people sick were returned.  These items were thrown out after Marcia specifically stated they did not need to be returned for replacement items.  You also then told me, in complete contradiction to the Marcia's 5-11-15 322pm email that I now had to pay for shipping even though your products made 4 people sick, caused 3 of us to have to go to the Doctor and incur medical costs  due to comsuption of your white roasted garbanzo beans.  Your company has sent me conflicting emails repeatedly and have completely gone against what your representative Marcia advised in writing.  I am again requesting a refund.Marcia's emails to me are copied, once again, below:~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~Marcia (Nuts.com)May 11, 3:22 PMHi Claire,We can take care of reshipping them back out to you. You will not be charged a shipping fee for the replacements. I just want to let you know that the garbanzo beans are going to be the same as what you recently received.MarciaHave a nutty good day! Nuts.com.~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~Marcia (Nuts.com)May 11, 2:32 PMHi Claire,I am so sorry, but as previously stated, we do not have the ability to arrange for [redacted] to pick up the package from you. I am so sorry for this inconvenience. We have provided the able so that you can return the items back to us. If you prefer not to return the item for a refund. we can certainly issue you a store credit for the items that you can apply towards your next purchase with us. Please let me know what you would prefer to do.MarciaHave a nutty good day! Nuts.com.
Regards,
[redacted]

I PAID ALOT OF MONEY FOR THIS PRODUCT AND THEY DECIDED TO DELIVER IT TO THE WRONG PLACE AND MADE ME GO GET IT. DO NOT ORDER FROM THESE PEOPLE THEY WILL RIP YOU OF!

Review: I ordered 25lbs of raw sunflower seeds from nuts.com. When I received the shipment, It was evident that someone had tempered with the box. It had been opened and closed very shabbily by someone. When I opened the box, lots of dirt fell off the inner flaps of the box and an unmistakable smell of potting soil (or fertilizer) emanated from the box. I closed it and wrote an e-mail to the company. I, then, followed it up with a phone call. I was told that another shipment would be sent to me. I was asked to place the defective box outside my door so that [redacted] could pick it up. I had called the company on 3/16/15 and set the box outside on 3/17/15 morning. When the box was not picked up for two days, I called the company again to remind them to pick up the box. I was told that the box will be picked up soon. The new shipment arrived on 3/19/15 and it was defective also. So I called nuts.com again. I requested for a refund and let them know that I will be returning this new shipment also because of defective product. I set this box also outside along with the previous box. When on 3/20/15, I saw that none of the two boxes had been picked up, I became upset and called the [redacted] office to find out the problem. I was told by [redacted] that nuts.com had never contacted them for return delivery. So, for four days, nuts.com had only lied to me about return of the product and a refund. I called nuts.com and told them that [redacted] had not received any notification from them and that they had lied to me. After that, within one hour, one of the two boxes was picked up by [redacted]. I called after them to pick up both boxes but they said that nuts.com had asked them to pick up one box only. So I called nuts.com again. They asked me to throw away that box. I replied that I will not be able to do so due to health issues. The box has still not been picked up after 8 days. I also have not received a refund.Desired Settlement: I want nuts.com to get the 25lb box picked up from my door and I want a refund. I do not wish to do any more business with this company.

Business

Response:

We are sorry that both packages arrived damaged. The order has already been refunded and the packages have been picked up by [redacted]

Consumer

Response:

Review: [redacted]

I am rejecting this response because: Nuts.com is not telling the truth on two counts. One, I don't see a refund on my credit card account. Two, only one out of the two damaged packages was picked up. I called them repeatedly to pick up the second package but they kept giving me one lie after the other. I, then, felt compelled to contact Revdex.com.

Regards,

Business

Response:

I would recommend contacting your credit card company as I show a refund was processed on our end. [redacted] has told us they have picked up both cases. I will contact them today and let them know they never picked up the 2nd case. They will come tomorrow to pick it up.

Consumer

Response:

Review: [redacted]

I am rejecting this response because: Nuts.com has told me too many lies. I will not accept any response until they actually keep their word. They talk very smoothly but do not actually do anything to address the complaint. I filed a complaint with my credit card company also. They have not received any response from nuts.com. This organization is proving to be a very unethical organization.

Regards,

Review: I had ordered dried organic papaya from Nuts.com in late February and all of the pieces of fruit in the bag contain lint, tiny neon green specks, as well as tiny black specks, all of which take a long time to remove. The tiny neon green specks do not look like they came from a natural source. It looks like it is plastic.Desired Settlement: In addition to Nuts.com needing to improve the quality and hygiene/purity of their products, I also request a refund. They apparently have a 100% satisfaction guarantee but [redacted] the customer service representative I had contacted, only was willing to give me a refund for what remained minus shipping costs. It is not all about receiving a refund. I don't think a company should be able to sell food products that are not clean. It is the right of consumers to purchase food products that are clean of lint and other foreign material.

Business

Response:

This customers was already refunded $10.99 for the product. We are sorry she did not like it.

Amazing products. I love the selection.

Review: I ordered and received 2 5pound bags of White Roasted Garbanzo beans and a 5pound bag of Licorice Drops and one 5lb bag of Green Apple Drops as part of order # [redacted] on Mar 19, 2015.

4 people who ate the White Roasted Garbanzo beans became very ill with intestinal problems and gas which over the counter medications did not help. 3 of these 4 people sought medical treatment and had to obtain a prescription medication for the diahrrea and severe intestinal pain. The bags of Green Apple Drops and Licorice drops had more than 1/2 of the candies broken.

I notified Nuts.com customer service via email of these problems on 5-10-15. I corresponded with a Nuts.com representative, Marcia, who advised me that she could not provide a [redacted] pick up for me to return the items. I'm disabled and housebound so I was unable to drop the return package off at a [redacted] location. If I returned the items I would receive a refund. If I was unable to return the items, she would issue me a credit for $71.80 and provide me with free shipping on the replacement items as stated her in email to me on 5-11-15 at 322pm. I expected to receive the replacement items in the mail until I received an email yesterday claiming they wanted the items back which have since been thrown out based on the email converstaion with Marcia. They also claimed that I would now to have to pay for shipping on the replacement items when I clearly have emails from Marcia stating I would receive a credit of $71.80 and receive free shipping on the replacement items. They are now claiming I am to pay for shipping on the replacement items even though they caused health problems and arrived defective. I have the ENTIRE string of emails with Marcia and nuts.com to prove the course of events stated above.Desired Settlement: I no longer want replacement items with free shipping. I want a refund for the cost of the original items [email protected] and 2 @ 16.95 = $72.60.

Business

Response:

Hi,We are sorry you are not satisfied with your order. Per your email exchange with Marcia we have offered you 2 scenarios which we are happy to offer. We can send you a prepaid return label so you can return the items for a full refund. If you prefer to keep the items, we are happy to give you a store credit on the value of the items for $71.80. You can use that credit towards the purchase of items or towards shipping a new order. Unfortunately, we are not able to let you keep the merchandise, give you a store credit for $71.80, and send you the replacements at no charge. I am sorry for any inconvenience.

Consumer

Response:

Review: [redacted]

I am rejecting this response because:Your representative Marcia clearly emailed me on 5-11-15 at 232pm stating she would replace the items without me returning them as I am homebound and disabled and unable to drop the package off at a [redacted] location. She then VERY CLEARLY stated in an email sent on 5-11-15 at 322pm that SHE/Nuts.com would pay for shipment of these replacement items.2 days later I receive an email stating replacement items wouldn't be sent to me until the defective items that made 4 people sick were returned. These items were thrown out after Marcia specifically stated they did not need to be returned for replacement items. You also then told me, in complete contradiction to the Marcia's 5-11-15 322pm email that I now had to pay for shipping even though your products made 4 people sick, caused 3 of us to have to go to the Doctor and incur medical costs due to comsuption of your white roasted garbanzo beans. Your company has sent me conflicting emails repeatedly and have completely gone against what your representative Marcia advised in writing. I am again requesting a refund.Marcia's emails to me are copied, once again, below:~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~Marcia (Nuts.com)May 11, 3:22 PMHi Claire,We can take care of reshipping them back out to you. You will not be charged a shipping fee for the replacements. I just want to let you know that the garbanzo beans are going to be the same as what you recently received.MarciaHave a nutty good day! Nuts.com.~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~Marcia (Nuts.com)May 11, 2:32 PMHi Claire,I am so sorry, but as previously stated, we do not have the ability to arrange for [redacted] to pick up the package from you. I am so sorry for this inconvenience. We have provided the able so that you can return the items back to us. If you prefer not to return the item for a refund. we can certainly issue you a store credit for the items that you can apply towards your next purchase with us. Please let me know what you would prefer to do.MarciaHave a nutty good day! Nuts.com.

Regards,

Business

Response:

Per my previous email you have been refunded for these items

Review: My wife and I own and operate [redacted] in [redacted]. We operate as a small grocery store in a remote mountain community.

We recently contacted NUTS.com with the intent of changing our nut/chocolate wholesale supplier. My wife contacted NUTS.com via email to seek clarification on several aspects. My wife clearly stated that we operate a grocery store and that we would be purchasing NUTS.com products for retail sale. My wife ultimately placed a large order with NUTS.com.

When our order arrived, we discovered that the individual packages were NOT labeled for individual sale in a retail environment. The individual packages were NOT labeled by NAME; did NOT contain UPC codes for use in our grocery store; and did NOT contain NUTRITION or ALLERGEN information.

The lack of a PRODUCT NAME on individual packages creates confusion for my CUSTOMERS and EMPLOYEES. Once the larger packages are opened, there is no way to differentiate what is in the smaller packages due to the fact that the smaller packages do not have names. Our customers do not know what they are buying, and my employees do not know where to stock these unlabeled packages.

The lack of a UPC code on each package prevents me from entering or tracking items in our computerized inventory system. We need the ability to track sales and stock levels, and every other wholesale distributor that we deal with provides UPC labeling on their products.

The lack of nutrition or allergen information creates an UNSAFE situation for our customers, and ultimately places us in a dangerous situation by selling items with unknown and possibly dangerous contents.

The following statement is listed on the NUTS.com website: "If you experience a problem with any of our products, customer service, shipping, or even if you just plain don’t like what you bought, please let us know. We’ll do whatever it takes to make it right.

They have not adequately addressed our situation.

Thanks, [redacted]Desired Settlement: We are requesting a complete and full refund that includes shipping, packaging, handling, and any/all costs associated with returning these unusable products.

Business

Response:

This customer emailed us and asked us if we sell small individual packages of nuts that they could then sell in their store. We referred them to our snack packs site: http://www.nuts.com/snack-packs. They never asked us anything about labels, upc codes, or nutritional facts on the packaging or bags. They simply asked if we sell smaller packages of nuts. Per our website: http://www.nuts.com/snack-packs due to the custom nature of these orders, we do not accept returns. As a courtesy, we told the customer we would be willing to make an exception and they could return the items to us for a refund. We consider this matter closed.

Review: I ordered 5 pounds of dry-roasted organic cashews from Nuts.com on March 16, 2014. When I received them, many of them are very brown and nearly burnt. Many are even worse--completely inedible and need to be thrown away. Such nuts comprise of at least half, if not more, of the total. I contacted the company to notify them about the problem. [redacted] replied back and told me to return what has remained for a refund.Desired Settlement: I would like a refund for the product, a shipping refund, and a free shipping label for return shipping. The cashews are defective and the company clearly also needs to improve their quality control standards!

Business

Response:

Per our conversation with the customer, they can certainly return the product to us if they like for a full refund.

Business

Response:

I am sorry you do not like the taste of the products. If you would like to return them to us you would be responsible for sending them back. Unfortunately, there is nothing else I can offer you at this time.

Consumer

Response:

T

Review: [redacted]

I am rejecting this response because:

This complaint is not about taste. The dried papaya I ordered had foreign material on it (green and black specks, as well as lint). Many of the cashews need to be thrown away as they are not fit for consumption. There clearly are other defects on the cashews besides color but I discovered these after doing a bit more research. What I was seeing was also dark brown insect bites, mold, and orange marks of rancidity, in addition to over-roasted cashews. Instead of apologizing for selling items of such poor quality and trying to amend the situation, it seems like you are instead blaming me the customer by having me be responsible for paying return shipping.

Also, if you had taken the time to actually read my initial complaints, there was nothing about taste mentioned.

Regards,