Business Profile

Frozen Dessert Distributors

Go To Foods

Headquarters

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Frozen Dessert Distributors.

Complaints

This profile includes complaints for Go To Foods's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

30 total complaints in the last 3 years.
11 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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:08/19/2024
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.
Purchased food. Received bad tomatoes. Drove all the way back to have it replaced. Opened the sandwich and it has BLACK MOLD on the sandwich. I had to drive back a 3rd time. When I arrived I was told I had to come back tomorrow for a refund.
Business Response
Date: 08/20/2024
I called and spoke with this guest and a refund was provided by the store. We have also addressed the guest feedback with the store team.
Initial Complaint
Date:04/11/2024
Type:Product 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 received an email from Jamba Juice rewards for a purchase offer to buy the following:Buy $30 in Gift Cards,Get Two $5 Reward Cards It's never too late to give the gift of Jamba and get something for yourself! And with instant delivery with Jamba eGift Cards, it is always the perfect gift, right on time! Offer Valid 12/18 - 12/31. Online Only.I purchased the gift card on 12/31/23 per the date that is outlined in the email offer. I received the $30.00 offer however they did not send me the two $5 reward cards. I contacted them and they told me that I did not purchase the offer in time and they gave me conflicting dates and time I purchased the offer. They need to send me the two $5 egift cards. Other than that this is false advertising and fraudulent by Jamba Juice.
Business Response
Date: 04/30/2024
The customer was mailed a $10 gift card.
Customer Answer
Date: 04/30/2024

Complaint: 21436424

I am rejecting this response because: Ive taken a long time months to resolve this issue by emailing them and contacting them. Just for my time alone I should receive a $30 gift card. Thanks

Sincerely,

*********************
Business Response
Date: 05/01/2024
The customer was due two $5 bonus cards which equated to $10.Those bonus cards had an expiration date. The customer was given a $10 gift card which does not have an expiration date. No additional compensation is due to the customer.
Customer Answer
Date: 05/01/2024

Complaint: 21436424

I am rejecting this response because: I attempted to correct this issue by their customer service team to no avail.

Sincerely,

*********************
Initial Complaint
Date:02/23/2024
Type:Product Issues
Status:
UnresolvedMore 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.
My desired settlement is a $20 refund. I purchased two $10 Jamba BOGO fundraising cards, which have no expiration date. I attempted to use one the other day and was told *****'s are no longer accepting the cards even though they have no expiration date. They have new BOGO cards, which expire 6 months after adding to their app. They would not let me trade cards or give refund. If you ****** the issue, there are a many upset customers (ex now). This may be worthy of a class action. I would like my original investment of $20 refunded for the two cards I purchased. ***** received money and I received nothing.
Customer Answer
Date: 03/04/2024
*********** was acquired by parent company Focus Brands and name was changed to Jamba. Focus Brands headquarters is located in *******, **.
Business Response
Date: 03/21/2024
Thank you for taking the time to address your concerns with us. Unfortunately, Jamba;s BOGO cards non-refundable; however, the new Jamba BOGO cards only have an expiration date once they are entered into the app. This means that these cards should not be entered into the app until you are ready to use them. Your feedback has been addressed with our team. We value your business and would love to make your next visit a great one.
Customer Answer
Date: 03/21/2024

Complaint: 21337025

I am rejecting this response because: BOGO cards are non-refundable yet have no expiration date. I purchased in good faith and received NOTHING in return. There will be no next shopping experience as I don't support shady businesses. This would be a great case for a class action, as a quick ****** search shows many are angry with ***** and won't return. I used to stop there all the time for a smoothie. Just didn't have anyone with me at the time to utilize BOGO cards, which I wasn't worried about because there isn't any expiration date. Your company ripped me off to the tune of $20.

Sincerely,

***********************
Business Response
Date: 03/21/2024
Thank you for your response. Unfortunately no refund is due. As stated in the previous correspondence the new BOGO cards expire 6 months AFTER they have been uploaded into the the app. The old BOGO cards had no app expiration date because they could not be uploaded into the app. We hope this information helps. We value your business and would love to make your next visit a great.
Customer Answer
Date: 03/21/2024

Complaint: 21337025

I am rejecting this response because: Why do you keep saying the new BOGO cards don't expire until added to the app. What does that have to do with my complaint about the older cards, which clearly had no expiration date??? Do you really think that I would be stupid enough to purchase new cards from you? I want my $20 refunded.

Sincerely,

***********************
Initial Complaint
Date:11/09/2023
Type:Product 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.
Attempted to use a gift card on 11/9/23 at *************. Drove 20 miles to the location with the intention of getting myself the pretzel, my wife mini pretzel dogs, and some ********. I purchased the Japanese food first as my wife was hungry. At Auntie ****'s they didn't know how to do a gift card nor use a coupon. She had me enter my coupon like you would a credit card manually and I asked her what date I should put in. She said she didn't know and asked if I wanted to use a different form of payment. I asked if there was anyone else who might know how to work the register and she indicated that they were on break. She voided my order and had me step aside while she took another person's order. An older lady returned about 10 minutes later and had a short conversation with the other woman about my issues. She told the younger woman if the coupon didn't work that was my problem. They then proceeded to have me wait an additional 15 minutes while they wrung up 4 more customers. The older lady made a comment that I better get in line if I wanted served. So, I went to the end of the line. The older lady attempted to scan the ** for my gift card and said it wasn't working. Did not manually input the code. She also could not get the coupon to work. At this point the older lady made a snide comment about them having paying customers in line. So, I left. They took up 40 minutes of my time and I had nothing to show for it. I went back to the food court and attempted to order from the mobile app which for some reason doesn't have a place to input gift cards. I was able to use my free pretzel coupon and ordered my wife the mini pretzel dogs she had requested; but, I had to pay out of pocket and was unable to use my gift card. I had my wife pick up the food as my Anxiety was through the roof and then ate my now terrible tasting cold Japanese food. To add to the insult the food received from ***********'s was cold, hard, and old. Req. gc in compensation.
Business Response
Date: 11/20/2023
Thank you for taking the time to share your thoughts and concerns with us. Unfortunately because the gift card was never processed the funds are still available; therefore there is no refund or store credit due to the customer.
Customer Answer
Date: 11/20/2023

Complaint: 20850588

I am rejecting this response because:
If gift card is refused then what recourse do I have?
Sincerely,

***********************
Business Response
Date: 11/21/2023
Thank you for taking the time to share your thoughts and concerns with us. When a store is unable to process a gift card, the funds remain on the card. Since the store was unable to process the gift card, the funds are still available. If the store would have removed the funds, and the customer paid with cash or card, this would have resulted in the customer being charged twice and a store credit or refund would have been due. However, this is not the case. The store was unable to process the gift card; therefore the customer used a different form of payment. Since the store was unable to process the gift card, the funds are still available on the card. There is no refund or store credit due to the customer.
Initial Complaint
Date:10/02/2023
Type:Product 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.
Date of Transaction - September 30, 2023 Place of Purchase - Auntie ****'s - ********************************************************************* Amount $18.00 + $2.00 tip = total $20.00 I purchased an order to go for two pretzels, with cheese dip for the pretzels and a soda for $18.00 and was asked to give a tip on the payment kiosk, which I did ($2,00) amounting to $20.00.When I got home and opened the bag the pretzels were completely burned, and clearly not edible. I even said to my husband that we could use them as a hammer they were so hard. We threw them in the garbage. I immediately sent a complaint to Auntie ****'s on their website asking for a refund and received the following response, "thank you for your feedback". My request for a refund was not even addressed in their response. This was like throwing $20.00 out the window. No way should these pretzels have even been served to the public. I would like a refund for the food that was not edible and the inconvenience of this purchase. I would ask that ***********'s honor their slogan, "Since 2010, the company has operated under the slogan Pretzel Perfect. Thank you,*******************
Business Response
Date: 10/03/2023
A gift card is being sent to the guest.
Customer Answer
Date: 10/03/2023

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.
I am still disputing the charge with my financial institution and will await the independent owner's response from the Auntie ****'s in Aurora, **. I was told the gift card was being sent as a courtesy and would not impact any response from the independent owner of the Aurora, ** store.

Sincerely,

*******************
Initial Complaint
Date:08/17/2023
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 Was Assualted By A Worker In *********************** Auntie ***** on August 15th , Will Be Seeking Legal Action , I Paid For My Order , Wanted To Exchange Pretzel , the girl at the counter did No understand English well and got my order wrong , tried to exchange it. She said she refunded me with no receipt so I tried to take my original order and the worker started vicious attacking me over the counter , ripped my shirt then came from behind the counter and continued assualting me until I grabbed her too stop. I will be seeking legal action against this company and employee
Business Response
Date: 08/25/2023
Thank you for taking the time to share your thoughts and concerns with us. Since our stores are independently owned and operated, this incident is currently being investigated at the store level. For additional details, please contact the store directly.

We value your business and would love the chance to make your next visit a great one!

Sincerely,

************ Guest Relations
Initial Complaint
Date:07/17/2023
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.
I visited the Jamba location in ************, *** on 6/7/23. I entered an order in the mobile app and also loaded a $5 Jamba gift card that I had received through AARP. The gift card loaded fine and showed ** in the app as a payment method. But the mobile order wouldn't go through. The store staff told me that the Jamba computer system was down (although customer service later told me that this wasn't true). I left without making a purchase. When I checked the app again, my $5 gift card had disappeared. It is impossible to reach anyone at Jamba or Focus Brands who will do anything about this fraud.
Business Response
Date: 07/18/2023
Thank you for taking the time to share your thoughts and concerns with us. We sincerely apologize that your recent experience with ***** did not meet your expectations and that you were unable to place your order. Upon researching your account, your initial complaint stated that you were unable to redeem your ******** Tuesday offer. Because the offer is a national offer, it could not be reissued. However, you were advised that a new offer is issued every Tuesday, along with instructions on how to unlock the offer in the future.
Unfortunately we show no records of a gift card purchase. Please provide the gift card number along with proof of purchase and we will be happy to reissue the card for you. We take your feedback very seriously and want to ensure that we address your concerns. We value your business and would love to make your next visit a great one.
Customer Answer
Date: 07/18/2023

Complaint: 20331246

I am rejecting this response because: I had given up on your failure to honor the ******** offer, so I did not raise it with the BBB. That was really rude of you but obviously you have no desire to make good on that. I got the gift card through AARP, and once I entered it into the app, I deleted it from my ****** Wallet. So I cannot provide you with that information. All I am requesting is that you credit my account with $9 ($5 for the lost gift card and $4 for the ******** offer). Is that really too much to ask? Are good customer relations really this unimportant to you?

*****************************************
Business Response
Date: 07/18/2023
Thank you for taking the time to share your thoughts and concerns with us. Unfortunately, without proof of purchase or the gift card number, we are unable to provide a refund because we have no way to check the balance. Additionally, no additional funds are due because a purchase was not made (please see the attachment). The great news is that we have confirmed that AARP keeps a record of all gift cards that are sent to their members. Please reach out to them and they will be able to provide you with the gift card number. Once we receive that number, we will be more than happy to add the $5 to your rewards account.
Thank you, and we hope to make your next visit a great one.

Customer Answer
Date: 07/18/2023

Complaint: 20331246

I am rejecting this response because: Thanks so much for creating a ton of extra work for me when you could just have acted like a normal business and tried to satisfy a customer. I just spent a ton of time with AARP and finally got the card number, which is ***********************, PIN ******. Please put the $5 in my account and maybe, as a courtesy for how absolutely awful this experience has been for me, also give me the $4 ******** offer.

*****************************************
Business Response
Date: 07/31/2023
The $5 has been added back to the guest's gift card, and as a one time courtesy, we have added an additional $5 to the guest's rewards account.
Customer Answer
Date: 07/31/2023

Complaint: 20331246

I am rejecting this response because: I see and appreciate the $5 courtesy reward in the app, but I do NOT see that the $5 gift card has been re-added. Also, the courtesy reward is very confusing: it says that it "expires on 12/31/2025" but then when I click on Terms & Conditions, it says that it's only valid until 9/4/23. So which is it?

*****************************************
Business Response
Date: 08/01/2023
Thank you for taking the time to share your thoughts and concerns with us. The $5 reward expires on 12/31/25. Also, please check the gift card balance. We have verified that the card has a $5 balance. Unfortunately, we do not add the gift card to the app, you will need to re-add the gift card at your convenience. We hope this information helps. We value your business and would love to make your next visit a great one.
Customer Answer
Date: 08/01/2023

Complaint: 20331246

I am rejecting this response because: I do not see any way in the app to add gift cards to my account, other than to do it during check-out. Surely there must be another way to do
this?

*****************************************
Initial Complaint
Date:06/14/2023
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 have a fundraiser card that allots me 6 BOGOs and it has no expiration date. I went into the store today and was told that they no longer accept these and then the employee tells me that he has been instructed to "confiscate and destroy" these cards. I was shocked and refused to part with this card that I spent money on to support our local school. I have been buying gift cards and BOGO from multiple businesses for many years and have never heard such a thing. Terrible way to run a business. I have no way of even determining how many BOGOs I have left on this. There is no phone number or website listed on the card. The employee would not even scan my card to verify amount left on it.
Business Response
Date: 06/15/2023
Thank you for taking the time to share your thoughts and concerns with us. One of our Sr, specialist will be reaching out to you to provide you with replacement codes for the 6 BOGO cards. We value your business and would love to make your next visit a great one.
Initial Complaint
Date:05/25/2023
Type:Product 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 purchased 2 twenty five dollar gift cards from a Carvel promotion which gave you a five dollar bonus card with each 25 dollar gift card purchase. I tried to use the bonus cards but the didnt work because they said they expired but that was never explained in the promotion. So I called customer service and said that all I wanted was to exchange the 2 cards for new ones but the customer service person just laughed at me and pretty much inferred I was too stupid to use a gift card. Never have I received such disrespect from a company. I may be old but Im not stupid. This company pulled a bait and switch scam.
Business Response
Date: 05/24/2023
Talked to customer on the phone. She was complaining about the store in State Island where she purchased the gift card from, not from my store that is located in **. She lives in Long Island and she has no idea why the letter was sent to me instead of the store in State Island. BBB please contact the customer to verify and reverse this mistake thanks.
Business Response
Date: 06/05/2023
Thank you for taking the time to share your thoughts and concerns with us. We sincerely apologize that your recent experience with Carvel did not meet your or our expectations and that there was an issue redeeming your bonus cards. The bonus cards for the holiday gift card promotion had to be redeemed by 2/28/2023. Additionally, the image provided includes the Redemption Terms stating the cards were valid for redemption between 1/1/2023 and 2/28/2023. Unfortunately, we are unable to issue a refund for this promotion. We value your business and would love the chance to make your next visit a great one!
Initial Complaint
Date:02/14/2023
Type:Customer Service 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.
During regular business hours, I was refused service by store manager, Bri. She stated that the business was too busy to take my order. I asked her if it was because of my race as being black because there were several white customers coming into the establishment and being served. She just looked at me with a blank stare and turned me away. I then went outside and placed an order on the app and paid, in which my order was provided to me. I then asked *** why did you refuse my order? I told *** she had very bad customer service and if I owned this establishment, she would not work for me. She then told me that I was not better than her or over her. I asked her what she meant that I was a customer and she should not treat her customers this way. She then kicked me out of the establishment by asking me to leave. I asked her for the name of the owner and telephone number, in which she said she did not have that information for me. I then the establishment and filed this complaint.
Business Response
Date: 02/23/2023
We spoke with **************, and he just wanted to make sure that his complaint was heard, and that we were aware of the treatment he received. We apologized and let him know that this has been escalated to the brand leadership team.

BBB Business Profiles may not be reproduced for sales or promotional purposes.

BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.

As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.

Cookies on BBB.org

Complaints

Customer Complaints Summary

If you've experienced an issue

Filter and sort by

Sort by

Complaint status

Complaint type

Complaint statuses

Business Response

Complaint statuses

Business Response

Customer Answer

Business Response

Customer Answer

Complaint statuses

Customer Answer

Business Response

Customer Answer

Business Response

Customer Answer

Complaint statuses

Business Response

Customer Answer

Business Response

Complaint statuses

Business Response

Customer Answer

Complaint statuses

Business Response

Complaint statuses

Business Response

Customer Answer

Business Response

Customer Answer

Business Response

Customer Answer

Business Response

Customer Answer

Complaint statuses

Business Response

Complaint statuses

Business Response

Business Response

Complaint statuses

Business Response

Go To Foods is NOT a BBB Accredited Business.