Complaints

This profile includes complaints for SlofoodGroup's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  SlofoodGroup

  8134 Blaikie Ct Sarasota, FL 34240-8308

  
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  SlofoodGroup

  PO Box 3378 Princeville, HI 96722

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:04/22/2025

  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.

  I placed and paid for an order with Slofoodgroup via their website. The order was accepted and confirmed. Shortly after, the company canceled the order and falsely claimed in their email that I had requested the cancellationwhich I did not.When I contacted them, they gave inconsistent responses. First, they blamed Israeli customs. Later, they shifted the reasoning to general logistical challenges and cited an internal policy that allegedly allows them to modify shipping terms without notice at any time.This policy was never disclosed before or during checkout, and the website accepted the order and payment without issue. Their explanation changed only after I asked for clarification, and the original cancellation email included a false statement.Ive already filed complaints with the *** and the Florida Attorney General regarding this matter. I am documenting this publicly so that other customers are aware of their practices and handling of international orders.I have full email documentation and am prepared to provide it if needed.

  

  Business Response

  Date: 04/22/2025

  We appreciate the opportunity to respond to this matter. At Slofoodgroup, we value transparency and customer satisfaction and regret any confusion experienced by Mr. ***************** review, the order in question was initially accepted but not processed. Shortly thereafter, our logistics team identified that shipping to the specified location in ****** posed recurring delivery challenges. Historically, parcels sent to this region have been returned due to customs-related issues, parcel delays, lost packages, and other challenges with carrier logistics. These disruptions increase operational costs and impact the customer experience. As a result, we made the difficult decision to suspend shipping to certain international destinations, including but not limited to ******. At this time, we are only offering shipping to the ************* and *******
  Mr. ******** was never actually charged. Our platform authorizes payment at the time of order placement but only captures funds once the order is fulfilled. Since the order was canceled prior to fulfillment, no payment was collected. The automated cancellation email that stated the customer requested the cancellation was a default system-generated message, and we acknowledge this was inaccurate in this case. We sincerely apologize for the confusion caused by that automated language.
  Our shipping policy, publicly available at *************************************************************************************, clearly states that Slofoodgroup LLC reserves the right to change or modify shipping proceduresincluding free shipping and other shipping-related policiesbased on market dynamics and logistical feasibility, without notice. This clause is in place to allow our team to respond to shifting conditions and protect customers from delayed or failed deliveries.
  We strive to maintain professional communication at all times. While Mr. ******** received references to both Israeli customs issues and general logistical restrictions, these are not conflicting explanations but rather multiple contributing factors leading to the same decision.
  We want to make it clear that there was absolutely no discriminatory intent behind our actions. The cancellation of this order was based entirely on shipping feasibilitynot on the customers location, identity, or any other personal characteristic.
  While we understand Mr. ********'s disappointment, some of his public accusations are not only unfounded but mischaracterize the intent and facts of the situation. We remain committed to treating all customers fairly and respectfully and hope to resume service to more international regions as shipping reliability improves.
  Respectfully,
  Slofoodgroup LLC
  

  Customer Answer

  Date: 04/22/2025

   
  Complaint: 23236913
  
  Thank you for the response. However, I must clarify several key points:

   

  When I placed my order, Slofoodgroups website was actively accepting international orders, including to ******. There were no visible restrictions, disclaimers, or country-based shipping blocks during checkout. My order was confirmed and processed up to the payment authorization stage.

   

  The cancellation email falsely stated that I requested the cancellation, which was untrue. This was only acknowledged after I filed complaints and began escalating the issue.

   

  Their current claim that shipping to ****** is now blocked may be valid today, but it was not enforced or communicated at the time of my order. In fact, shortly after I filed complaints with the BBB and other authorities, their website was updated to restrict international shipping and now visibly states that shipping is limited to the ***** ******, and *********. That change was clearly made in response to this incident.

   

  Multiple conflicting reasons were given for the cancellation (customs issues, logistics, policy clauses), none of which were mentioned prior to accepting the order.

   

   

  I accept that they have now updated their shipping policy. But its important that other customers understand: this policy was not in place or visible at the time of transaction, and the false attribution of cancellation to the customer created confusion and undermined trust.

  

  Business Response

  Date: 04/23/2025

  The customer is entitled to their opinion; however, our responses have been prompt, transparent, and informative throughout. Unfortunately, the customer has demonstrated a consistent pattern of hostility and has repeatedly attempted to misrepresent the facts to support an inaccurate and misleading narrative.
  As clearly outlined in our publicly available Shipping *************************************** reserves the right to change or modify our shipping policies based on market dynamics without notice. This policy was readily accessible to the customer at all times.
  No payment was ever collected or processed. While a standard payment authorization was initiated through the customers financial institution, no actual charge was completed. As such, nothing is owed or due to the customer.
  Due to the continued pattern of aggressive, malicious, and unfounded claims, our team will no longer engage further on this matter. We cannot continue to respond to actions that seek to distort reality and promote a storyline that simply does not exist.