Nuts.com, Inc.

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,

Review: Candy caused extreme food poisoning symptoms to a gift recipient. Nuts.Com REFUSED to stand behind their website’s 100% satisfaction guarantee. Customer service representatives were rude, refused to issue refund, or pick up defective product. Opened a disputed with [redacted] and was immediately issued a refund.

Business

Response:

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.

As long as you do not have a problem you will be fine. Some of the products are not good. Chocolate poor quality. U have to pay to mail things back. The they can decide you're request is not valid and deny a refund. If u like getting huffed at when you have a problem this place is for you. 100%grantee not so much. Never again.

Review: I have been a loyal customer from nuts.com for the past few years and have ordered over $600 worth of products.

I ordered organic raw cashews in my last order which contained rodent droppings.

I tried calling and emailing the company but they denied any responsibility.Desired Settlement: Finding the rodent droppings was pretty traumatizing. I am unable to consume the rest of my order because I can only think of rodents being in contact/defecating on the product.

Business

Response:

This customer had sent us a picture of what he found. It was not rat droppings. We promptly refunded him for those cashews anyways. That refund came to $14.84. He can certainly return the rest of his entire order for a refund if he likes.

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

This is consistent with the lack of quality service that is advertised and promised on the nuts.com website. There are multiple claims made for 100% satisfaction guaranteed and the company will do whatever it takes if a customer is dissatisfied with the order.

Attached there is pictures of the rodent droppings found in my order. Again there is no apology provided and it's shocking how one can deny this is rodent droppings.

My order cannot be returned because it was contaminated by rodent droppings and prompty thrown in the garbage.

Based on the 100% satisfaction guarantee that nuts.com boasts and the fact my order was contaminated by rodent droppings my complaint will not be removed until I receive a full refund for my recent order.

Regards,

Business

Response:

We have already given you a refund for the product you stated was contaminated. Unfortunately, we can not issue you a refund on your entire order because you decided to throw it in the garbage. Again, if you would like to return your order to us, we would be happy to refund you for anything you return. I am sorry but there is nothing else we can do at this time.

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

This is not acceptable and does not reflect the company guidelines and 100% satisfaction guarantee advertised on the front page of your website.

You have refunded 1 product out of my entire contaminated order.

There were no apologies or efforts to satisfy the customer.

Regards,

Oh My God these are the very best !!!! Love all your goodies . Love the way you can get my order to me and the care of your packaging Dept. is the best THANK YOU