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Business Profile

Nuts

Nutstop.com LLC

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Nuts.

Complaints

Customer Complaints Summary

  • 13 total complaints in the last 3 years.
  • 9 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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:01/06/2023

    Type:Delivery Issues
    Status:
    Resolved
    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 an order on the business website and paid $76.35, on 12/16/2022. I received a confirmation email, order number (#******). The email also confirmed that my order was shipped, *** tracking number: Track Your Shipment: 1Z3E459W0399917852 I checked my order on 12/19/2022 and found no record of it on the company website. On *** website, the package was not shipped yet. I emailed the vendor and asked about my order. I also asked if the order can be cancelled. Instead of replying to my question, she cancelled my order immediately on 12/19/2022 and said I will get a full refund within 48 hours. I haven't received the money, so I emailed her again on 12/23/2022. She replied and said the payment was placed on hold and never left my account. She even admitted that the payment is only made, when the offer is shipped. According her first email, my order was shipped and $76.35 was deducted from my account. I reached out to her again on 12/27/2022, but up until now, I have not received my refund.

    Business Response

    Date: 01/17/2023

    Refund has been issued on 01/17/2023

    Customer Answer

    Date: 01/21/2023

     
    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.

     

    Thank you for your help resolving the issue so fast!



    Sincerely,

    *************************

  • Initial Complaint

    Date:05/12/2022

    Type:Product Issues
    Status:
    Answered
    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 an Order #****** and paid $84.13 on 04/07/2022. Because the $5 coupon (Code: *****) sent by nutstop.com is to my spam folder, I could not apply this coupon when I placed order. After that, I contacted [email protected] and request them to give a refund on the $5 I overpaid. A lady named *********************** sent email back through [email protected] and said very rude that she is not going to refund the $5 and the email went your spam folder because of your own personal settings. We can e mail back and forth all day but the fact remains that you will not be receiving any refund. I responded back I need your supervisor to contact me to solve this issue. Since then, no one responds me anymore. Another thing is that I did a product review on the cashews I purchase with rating only 1 star. I can see nutstop.com does not approve to let it visible to other customers. I realize that if the rating customers gave is not good, customers cannot see them because nutstop.com is not approved.I want nutstop.com to refund me the $5 I overpaid.

    Business Response

    Date: 05/13/2022

    My name is *********************** and I am the Manager.  This customer and I have been going back and forth via e mail and phone conversations.  I had the customer send and e mail so I could forward her concern over to the IT Department as they are the team that can actually get into the system to see exactly what happened.  Upon review this is the response that I received and sent back to the customer....

    ********************************

    1.Posted 1 review ... which does not meet the requirements of https://www.nutstop.com/points/
    *Short (1-2 words) and duplicate reviews do not qualify for points.
    To receive points for a review, please write a full review!
    2.Coupon ***** cannot be applied to order #****** as coupon swsl10 (10% OFF) has already been applied to the order!!!
    For information: your order has been placed 04/07/2022. Coupon ***** valid from May 4st to May 6rd!

    The customer has not overpaid on anything as the coupon was never valid in the first place.  The customer also said when we sent the coupon that we sent it to her spam/trash folder.  I has informed the customer that we cannot choose which folder the e mails go to.  E mails that are received go to the folders based on the customers e mail settings/prefrences.  We would never send anything to the spam/trash folder as we want all customers to actually ready our e mails. 

    In closing this customer is not entitled to points or any refund.

    Customer Answer

    Date: 05/17/2022

     
    Complaint: 17196446

    I am rejecting this response because:

    Please see the last two emails I sent back to you. Since then I never hear back from you and no one solve this issue so that I have to file a complaint to Better Business Bureau. If a customer wants to escalate his/her issue to your manager, you dont respond any further and no one contacts the customer anymore. Do you think you have solved the issue?



    Two things are not true in your statement.
    I didnt apply any coupon code in the order. The 10% is your system automatically gives to new customers.
    The coupon code I requested you to apply is not Coupon ***** but coupon *****. Please see the Email I sent to you on May 6 2022, 3:49PM in the attachment.



    You are doing the business so it is your responsibility to meet industry standard. I purchased from foodtolive.com,nuts.com before. If the customer forgot to apply coupon when placed the order,they are very willing to adjust the price for customer. This is part of post-purchase service. It is nothing to do with IT at all as you mentioned in your Email.

    Sincerely,

    ***************

    Business Response

    Date: 05/18/2022

    As I have responded to both you in your personal e mail and this complaint via the BBB there will be no refund issued.

    Customer Answer

    Date: 05/20/2022

     
    Complaint: 17196446

    I am rejecting this response because: the management of the business is NOT willing to solve this issue.

    Sincerely,

    ***************

Nutstop.com LLC is NOT a BBB Accredited Business.

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