Complaints

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:09/30/2024

  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.

  A box from Double Good was delivered to my home on Saturday, September 28th. My elderly mother could not retrieve the box so it was on my step until Sunday morning September 29th. One of the side flaps was hanging out but the tape closing had not been cut. I opened the box and found a bag of popcorn open. As I understand it, Double Good will not give refunds once a box has been delivered regardless of condition. Their policy states that once someone signs the receipt it is out of the hands of Double Good. The box was just left on my step, no one rang the doorbell asking for a signature.

  

  Business Response

  Date: 10/04/2024

  Hi Lynne. Thank you for bringing this to our attention. We apologize that your package arrived damaged and an open bag was inside. I don't see where you reached out to us directly. At anytime you have an issue with an order, feel free to contact us at [email protected] and we will be more than happy to assist with getting a replacement order processed for you. A Double Good customer service agent will be reaching out to you soon to get this situation rectified for you. 

• Initial Complaint

  Date:09/20/2024

  Type:Service or Repair 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.

  Purchased popcorn via this fundraising site on 9/10/24. I ordered The Works of 12 bags, my order arrived incomplete with 8 bags. I contacted the company the day of delivery, 9/17/024 via their website. On Thursday, 9/19/24 I reached out once again via their survey on customer satisfaction. Zero response as of today, 9/20/2024.

  

  Business Response

  Date: 09/23/2024

  Hi *****

  Thank you for your email.  We always like to hear from our customers.  I apologize you have not heard back from anyone; however, I do not see any additional communication from you.  The last communication was from Double Good to your email 3 days ago.  I will have an agent reach out to you with the replacement order.  Anytime there is an issue with our order to you, we send a replacement.  I will ensure the correct quantity get sent to you.  A confirmation of your replacement order will be sent to the email you have provided.  We do not issue refunds because the payout was already processed to the fundraiser.  Again, thanks for your feedback.  I will be sure to share with the appropriate team members. Be on the look out for your replacement order.

  Customer Answer

  Date: 09/24/2024

   
  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.
  
  Sincerely,
  
  ***** *****

• Initial Complaint

  Date:09/13/2024

  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.

  I ordered two signature bags of popcorn from double good as a fundraiser for my niece. The total with shipping was approximately $30. There is supposed to be 5 cups of popcorn in each bag when theres barely two cups. I am stunned they are able to run this scam so efficiently. From the responses I have read, they are master manipulators. They know they spend far more money on packaging and marketing than they do on the contents because the popcorn was mediocre at best. I understand its a fundraiser so there has to be a profit margin on both ends, but selling a $1 bag of popcorn for $12 plus shipping is absurd (highest robbery if you will). The reason I am just submitting this complaint is because my best friend just asked me to support her Double Good fundraiser, and the memories of my terrible experience came flooding back. This company is a scam at best and should be investigated.

  

  Business Response

  Date: 09/18/2024

  Hi Danetria!
  
  Thank you for reaching out.  I am sorry to hear we did not meet your expectations.  Our popcorn contains approximately 5 cups of popcorn by weight in each bag; however, some popcorn weighs more than others.  For example, popcorn enrobed in caramel, like our Caramel Diem, weights more that Butter Believe It.  Regardless, we want to make it right.  I will send a complimentary shipment to you of two of our fan favorites flavors.   I am sure your niece is thankful for your purchase.  You contributed $12 to her cheerleading team to get new uniforms.  She raised $335 - that is fantastic!  We make raising funds easy-peasy, which is why teams, non-profits, and schools of all kinds have had tremendous success selling our popcorn.  I hope your best friend has a great fundraiser.  
  
  

  Customer Answer

  Date: 09/18/2024

   
  Complaint: 22280737
  
  I am rejecting this response because this is not a resolution to the issue. This business is masquerading as a company that does good when, in fact, they are taking advantage of people looking for legitimate fundraising options. Popcorn is a very inexpensive product. There is no reason that a snack size bag should cost $12. Nor is it acceptable to use a photo of a bag that appears much larger than what is received upon delivery. Consumer protection laws prohibit advertisers from misleading consumers by using packing material to make them appear larger. My goal is to not only receive a refund, but to protect other consumers from this deceptive advertising. It is unlawful and unfair to prey on organizations simply looking to raise funds & family/friends who are willing to support them. 
  
  Sincerely,
  
  **** *****

  

  Business Response

  Date: 09/19/2024

  Hi Dani!

  Thank you for your reply.  We will go ahead and issue you a refund for $29.45.  You will also get a replacement order. Feel free to share with friends and family. 

  The price of our popcorn is for high quality product which is why teams, non-profits, and schools of all kinds have had tremendous success selling our popcorn.  We maintain our premium quality by making our popcorn to order using the finest ingredients and seeds grown on a family farm in *******. Our popcorn is made to order and shipped within 48 hours of being made, so it does not sit on shelves for days, weeks or months, which is how we ensure that you receive the freshest flavor with that perfect crunch.  We understand there are other fundraisers available to organizers and we hope you decide to fundraise with us.  
  
  

  Customer Answer

  Date: 09/24/2024

   
  Complaint: 22280737
  
  I am rejecting this response because although I appreciate and will accept the refund and samples, this appears to be a bigger issue. Based on all of the responses to customer ******************** complaints, ********************** doesnt truly take responsibility for their deceptive marketing. They tend to subvert the issues and gaslight customers valid concerns. Case in point, they only did the right thing for me after initially being flippant. Consulting a lawyer for my response was what made them change their stance.

  Is it possible for them to be forced to provide accurate photographs and descriptions and/or lower the price to be commensurate with what is provided? Organizations and schools would still be able to receive fundraising money, and Double Good would receive a smaller (but still reasonable) profit. The protection of consumers should be the first priority. Please advise of the next steps.
  
  Sincerely,
  
  **** *****

• Initial Complaint

  Date:08/29/2024

  Type:Delivery 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.

  I ordered 2 (3 package of popcorn), 1 to be given as a gift. The order was placed on 8/20/24. I received an email on 8/29/24 stating that the order was delivered to my door. Unfortunately, It was delivered to the wrong address. I attempted to contact Double Good to have the problem corrected but there is no way to actually speak to anyone. The send you to the website to complete a form, that doesnt give you any indication of how or when they will reply. I would like to get my order asap.

  

  Business Response

  Date: 08/30/2024

  Hi there, *******:
  
  Thank you for reaching out.  I am sorry you have not received a response.  I see we have sent you an email trying to confirm the address.  We also left you a couple voice mail messages today.  We went ahead and found the correct address and emailed your the details of your replacement.  I see that you did view our email.  It looks as though the shipment details, including the tracking number were sent to you, as well. So, the shipment of your popcorn should arrive soon for your to enjoy it.
  
  For future inquiries, if we do not answer the phone when you call, you will receive an automated text.  I see we sent you tow and we did not hear back.  You can simply reply with "I am trying to find my order".  We can assist via text, email, or phone.  You can also call us directly, all of our information can be found via Google.
  
  I hoe you have a great weekend.

  Customer Answer

  Date: 09/04/2024

   
  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.
  
  Sincerely,
  
  *******************************

• Initial Complaint

  Date:08/20/2024

  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.

  I ordered from Double Good while taking part in my sons fundraiser for the ** team he coaches. My order was over $100. I never received my order. I contacted double good after tracking my order which had been stalled for two weeks. The tracking actually stated that *** did not have possession of my order however a shipping label had been created. After two weeks of stalled tracking and ongoing communication with double good, they only responded that my order was with *** and that they would keep track of it. Again, the tracking specifically stated that *** did not have possession of my order yet. Double good did not take accountability for refunding the portion of my order that did not go to the team for their fundraising efforts. I will inform anyone that I come across that Double Good does not stand by their product. Given we pay 3xs the amount in the spirit of supporting, you may not ever get that expensive popcorn and no accountability from the company. As a president of a nonprofit, I will never use double good and will inform my counterparts in the business of the same.

  

  Business Response

  Date: 08/23/2024

  HI ***** -

  Thank you for reaching out regarding your order.  I do see your order dated August 1 for $129.  I see your confirmation email stated it should arrive between August 12 and 22 (I attached it for you, too).  And, it looks like we missed that delivery time by one day.  Your package was handed off to **** on the 22nd and delivered on the 23rd (I attached the timeline).   Because we ship 48 hours after being popped, timing of larger orders can seem stalled.  We can assure all the popcorn is fresh. I know you asked for a refund, but we do not issue refunds after 24 hours (that is also on your order confirmation).

  Again, we apologize we did not meet the delivery time.  I will happily send you a replacement order to accommodate our missed delivery.  Share with friends and family or bring to the next football game.  

  Customer Answer

  Date: 08/26/2024

   
  Complaint: 22170613
  
  I am rejecting this response because: i did finally get the order which the delivery dates changed at least 3 times before it finally arrived.  However with the month long delivery wait, I received the incorrect order. I did not receive my 4 chi-town popcorn. I received 10 random bags of popcorn. Ive sent the photos of the bags I received and the packing slip which shows my original order. I dont understand how such a mistake couldve been made with the packing slip attached to the box flap. 
  
  Sincerely,
  
  *********************

  

  Business Response

  Date: 08/30/2024

  Hi ***** - 
  
  Thank you for your feedback.  Again, apologies we did not meet expectations. I did try to call you and left you a voice mail.   You are correct.  These types of issues should not be happening.  We are working on a plans to mitigate these errors.
  
  You ordered two separate orders in early August, both of them were to arrive no later than August 23rd.  Below is the breakdown:
  
  August 1 Order RR2408011053484-8931 --> Arrived August 23 (one day past date promised in communication)
  August 2 Order RR2408011053484-8931 --> Arrived August 12
  August 22 Order RR2408011053484-8931 --> for one bag of Easy Peasy Caramel Cheesy  is due to arrive September 2
  August 23 Order RR2408011053484-8931 --> full replacement for first order is due to arrive on Saturday, August 31
  
  I am hopeful you enjoy the popcorn for the long weekend and you can enjoy time with friends and family.

   

  
  

• Initial Complaint

  Date:08/01/2024

  Type:Sales and Advertising 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 ordered from double good as a fundraiser for someone at works kid. The total for the order was ***** with shipping. They came in the mail today and I was shocked by the size of the bags. The site showed what looked like full size bags of popcorn comparable to smart pop cheese popcorn size bags. What o received were three single serving bags of popcorn like the bags they give you as side at like subway or jersey mikes. So for each bag I paid $13.98 with the shipping. The butter flavored bag is literally 1 ounce and some change weight wise listed on the bag. I reached out twice to their customer service and was thanked for my donation and was told they dont do returns in one email and the second email was theyd take my thoughts into consideration. I asked for some type of compensation since they dont do returns. They just dodged answering that directly and the site is plain out misleading people. I even told them they had to do more than that or Id be contacting the BBB.

  

  Business Response

  Date: 08/15/2024

  Hi *******:

  Thanks for reaching out.  I do see you had previous conversations with our customer support team and they sent you a bag of popcorn as a one-time courtesy.  As they explained, we do not do returns of product, refunds are only processed 24 hours after purchase, nor do we compensate buyers.  We understand you are dissatisfied with the amount of popcorn.  I am sorry we did not meet your expectations. 

  I understand you can buy popcorn anywhere but those other places do not give popcorn back to the community.  Our flavors do vary in weight depending on the ingredients used. For example, Caramel-Diem weighs more than Butter Believe It because it is enrobed in caramel. However, each bag contains approximately 5 cups of popcorn. We take the quality of our popcorn very seriously, which is why teams, schools and nonprofits have had tremendous success funding their causes selling our ultra-premium popcorn.  In your case, your $34 order gave $17 (50%) to ********'s popup.  Looks like they raised $310!  Well done to her and her supporters!

  Thanks again for taking the time to reach out to us.

• Initial Complaint

  Date:07/19/2024

  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 ordered 3 bags of popcorn on June 28 at 11PM and paid $8.00 for delivery between July 9th and July 19th. I received a email it was on it way for July 17 delivery then they sent another email late July 17 that the date changed to July 19. Currently it's July 19 at almost 9PM and still no delivery. It should not take over three weeks from payment on June 28th and still no popcorn has been delivered Thanks for your support, ***** *****! 50% of your purchase benefits ****** and Generals! Your order should arrive by July 9 - July ********************** Visit ****** 's Pop-Up Store Order Summary Order Number: WM2406290325911-9877 Placed on: 06/29/2024 Item Price Easy Peasy Caramel Cheesy Quantity: 3 Signature Bag $39.00 Subtotal: $39 Tax: $0 Shipping: $7.95 Total: $46.95 Customer Information Buyer Information:***************************** Tel: ********** Shipping Address:*************************************************

  

  Business Response

  Date: 08/15/2024

  Hi Ms. ******************* you for reaching out to us.  It looks like your order was delivered on July 20th at 3:23 pm.  Looking into this, your 3 bags of Easy-Peasy, Caramel-Cheesy were produced the week after the 4th of July holiday.  There was a delay in producing as our production and shipping facilities were closed from June 28 - July 8.  Your order shipped out on July 15 and arrived 5 days, later.  We apologize we missed the window that was originally told to you.  That is not how we want you to experience our popcorn.  For your troubles I will process a new order for you with 3 bags of Easy Peasy Caramel Cheesy (one of the best) and I will throw in a surprise bag for you to enjoy.  Again, our apologies for not meeting expectations.  I will get that new shipment out to you quickly.

• Initial Complaint

  Date:07/18/2024

  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.

  Double joy allowed a Mob that supports *************** to have a fundraiser and make a profit of half of the ********* raised . How is this even possible to profit off a murdered police officer? Although the company has sent a message saying it will freeze all accounts from raising money in the future I feel the company shouldnt have profited from the murder either . That money should be given to the ********************* family .

  

  Business Response

  Date: 08/15/2024

  ******************:
  
  Thank you for bringing this to our attention. We understand your concerns and hear you, and offer our deepest condolences.  While Double Good was designed to raise joy and create opportunity for Americas youth, our platforms ease of use does occasionally attract organizers that are outside that company vision. That said, we are investigating ways to prevent this type of fundraising moving forward.  We will monitor if and when new organizers arise and should they violate our terms/services. Thank you for your patience as we navigate this ongoing situation.

• Initial Complaint

  Date:05/21/2024

  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.

  My Grand daughter was selling double good popcorn for high school cheerleading team. I was one of the first one to purchase the Perfect 10. Here it is, I am the last one to received the order, which I haven't received yet. I called the customer service **** and they told me the reason for the delay is because I order the perfect 10 and they had to make sure all the flavors was together which is a lie. I'm not the only one that ordered the Perfect 10, and they all got their orders. I tried to speak to a supervisior, but she wouldn't let me because she stated one will have to call me back.

  

  Business Response

  Date: 06/18/2024

  Hi ****************! 

  Thank you for your feedback.  Our popcorn is shipped 48 hours after popping to ensure customers receive the freshest product.  And, as explained by our agent, you ordered a 10-piece set and the timing of production is slightly different depending on the products within each order.   I am sorry you did not receive your order as quickly as you had hoped.  There are many factors that go into delivery times, etc.  I know you said others received their 10-bag set before you did.  Were they located in the same locations?  Truly I am concerned about you receiving your order and I can assure you it is fresh and delicious.  Our goal is to have popcorn shipped with 10 days after ordering and your All Star set shipped 8 days after you placed your order.  Additionally, that same week your order shipped, we shipping over ******* bags of popcorn out to supporters.   I hope your granddaughter had a successful fundraising event.  

• Initial Complaint

  Date:05/20/2024

  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 purchased popcorn from my daughter for her high shool fundraiser. I have not received it. I reached out to DoubleGood and all I am getting is the run around. She is in school, they do not need talk to her. I explained she is a minor, I purchased my credit card and they are refusing to let me know if it will be deliver the order was placed in Feb 2024 today is May 20 2024. I have been emailing customer service being told I see your order but will not go from there. I will never order form Double-good again.

  

  Business Response

  Date: 05/20/2024

  HI *****:

  I appreciate you reaching out.  I apologize you had a tough time getting in touch with our **************** Team.  However, I see today, May 20, we emailed, texted and called throughout the day.  As I am sure you understand, we only give information to the recipient as a security measure.  In today's environment one needs to be cautious, which is why we talk to only people listed on the account.  I'd suggest in the future, you make the Pop-up store in the minor's name and then you can purchase popcorn as a gift for your child.  We are happy to help for the next fundraiser!

  As far as this shipment.  I see a replacement was processed ad information was confirmed today at 5:24 pm.  Popcorn should be delivered to your daughter in the next 7-10 business days.