Complaints
Customer Complaints Summary
- 13 total complaints in the last 3 years.
- 1 complaint closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:01/14/2025
Type: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.
Order popcorn it was sent to the wrong address, very difficult customer service response, after a lot of discussion they agreed to send another order to the correct address. The second order to the correct address never arrived, tried to contact customer service again and this did not work.
Business Response
Date: 04/30/2025
Please see the attached image.
Initial Complaint
Date:04/06/2024
Type: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.
Since December of last year, I have wanted the Popcorn factory to remove me from getting anymore text messages. I have never ordered from them, so I thought this would be a simple request. Was I ever wrong. Since 1/27/24 I have called corporate headquarters 2 times. I have talked to a customer service representative at least 5 times. I have texted using their live chat 6 times. Every time I was guaranteed that I WAS removed from their text message list. Then lo and behold, a few days later I get another text message. When I do talk to a live person, they are all from a call center somewhere in the ***********. So they dont understand English too well. I am tired of the live texting back and forth. Explaining my problem does absolutely nothing. What part of *** NEVER ordereddont they understand? *** never had an account with them either. Yet, I still get the text messages. How can make it STOP?Business Response
Date: 04/23/2024
We have emailed you 2 options on how to remove the texting sends , Please let us know if you need any further assistance
try typing STOP to the last text message you received fill out a on-line form which I provided the link where you can ask us to remove his phone number from our records.
Initial Complaint
Date:03/02/2024
Type: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.
On my Chase Freedom Card, I have a charge dated 2/5/24 for The Popcorn Factory.Com ************ ** FOR $32.09. I did not purchase anything from them recently. I would like to have my bill credited for this amount.Business Response
Date: 03/04/2024
The charge was for a annual shipping program called passport that you opted into. We went ahead and refunded the charge and stopped the auto renewal on the passport program.Customer Answer
Date: 03/04/2024
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:01/03/2024
Type: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 product on 12/27/2023 paid $150 for overnight shipping.Product still not arrived 7 days later.Business Response
Date: 01/04/2024
We are sorry for the late delivery this appears to have some Fed-ex delays. We do see this was intended to arrive for New Years. We refunded this order in full for $260.87. The refund should show within 5-7 business days.Customer Answer
Date: 01/05/2024
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:01/02/2024
Type: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.
The Popcorn Factory charged me $31.79 to my **************** without my authorization. When I called them, they said the charge was for an annual subscription that allows one to order their products and not pay shipping costs, which they claimed was provided by a third party. I informed them that I had received a renewal notice for that subscription and written to cancel it, but apparently was being charged anyway. They then informed me that "this isn't our problem; we charge you, but it isn't our product or service - you have to complain to 'them'." I pointed out that the Popcornfactory.com was the one doing the billing, that it was under their name and brand, and that I had not authorized the charge. They literally said "not our problem and we don't care." I told them I'd be disputing the charge and doing whatever I could to inform others that their business practices are unethical and likely illegal.I ask that you revoice their enrollment in the BBB and flag them for doing business in a way that is incompatible with the BBB seal of approval.Many thanks,*******************Business Response
Date: 01/03/2024
At your request the passport has been cancelled, you should see a refund on your card within 72 business hours.Initial Complaint
Date:12/23/2023
Type: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 a gift package for a recipient. The company sent me an email stating that it was delivered. The intended recipient never received the package. I called The Popcorn Factory and spoke to a customer service representative. He said that another package would be delivered at no cost and that I would receive a confirmation via email. I never received the confirmation. I called back and spoke to another representative. He stated that the confirmation would be sent via email. I never received the confirmation. I sent an email to the company's email address. I never received a reply. I keep getting the runaround from The Popcorn Factory.Business Response
Date: 01/03/2024
Reshipped order ********* was delivered on 12/29/23 @ 10:45am. We left a VM for the customer to confirm along with sending a emailCustomer Answer
Date: 01/03/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********. A representative from the company called me and resolved the matter. Thank you.
Sincerely,
*********************Initial Complaint
Date:03/18/2023
Type: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 contacted "The Popcorn Factory" no fewer than 12 times in the past 14 months to be removed from their mailing lists. Each time I'm told my name is removed, I "may" receive a pre-printed catalog, etc. etc. but I am STILL receiving catalogs. If each time I ask to be removed I am then removed - that means my previous attempt was futile and they did NOT remove my name, right? That is why The Popcorn Factory must be continuing to harass me by sending me catalogs. I placed one order 5 years ago (and 4 addresses!) ago and they are STILL harassing me. How many times do I need to ask to be removed from their catalog mailing list? Why do they feel that harassing customers is the best way to get sales?Business Response
Date: 03/20/2023
The address the customer supplied has been removed from our mailing lists, however our Mother's day catalogs are already in route so there may be a chance one more delivers prior to the removal being completedInitial Complaint
Date:02/03/2023
Type: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.
Popcorn Factory (**)I submitted an order over the telephone. I had multiple recipients all at different addresses. One (1) of the recipients received 4 of the same item. I had requested they receive a single item. It was only after they called to say thank you did I learn they received 4 of the same item. I reached out to the ** via their 800 phone number, but that phone line will not let you speak with a customer rep, it only allows new orders. I emailed the ** to request a credit, but my email was never acknowledged. I put a fractional halt on my AMEX payment for the extra items. AMEX attempted to contact the **, but all AMEX got was "yes, they had the order, and yes they order was delivered" . The ** did not acknowledge the extra items. I spent 45 minutes on the phone trying to reach the ** via their parent company ***** Flowers. While on the phone I was transferred twice, once to a women in the Pacific NW and once to a women who was working somewhere outside the continental US,. She eventually told me she would have to transfer me and then I was placed in voice jail.As an act of good faith, I paid $ ****** of a $ ****** total order, hoping the refund would get applied.It has not been applied and now ** has charge my AMEX for the $ ****** balance. I am not sure which is worse not being able to speak with anyone at the ** or the fact that they are sitting on my $ ******.My order # iW0061918402 Order date: 12/13/2022 Billing ********** ThanksBusiness Response
Date: 02/06/2023
The 3 items that were in addition to what the customer requested have been refunded. That amount is $127.47 and was just initiated today so she should see credit in 5-7 business daysCustomer Answer
Date: 02/09/2023
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.
Sincerely,
*******************************Initial Complaint
Date:01/04/2023
Type: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 an order on Dec 15, 2022. In my order I paid for the "celebrations passport" for $19.99 as it allowed me to select a delivery date within the necessary timeframe. I had multiple items going to multiple addresses, and confirmed that they would all arrive no later than Dec 22, 2022. My order confirmation states delivery by this date. The charge for $89.22 posted on Dec 16. On Dec 19 I received a shipping confirmation that listed delivery dates AFTER the promised date of Dec 22. The new dates indicated delivery on Dec 23rd, which would not work for me. I promptly called customer service and was on the phone for over an hour trying to get resolution for the issue. After speaking with a manager, I was promised a full refund for the order, and that it would take 1-5 days for processing the refund. I called back and confirmed this with another agent on the phone as well. On Jan 4 I called as the refund still had not processed and I did not receive any email confirmation of the refund. The agent repeatedly informed me that the order was cancelled before I was charged, though I can provide proof of the charge. She was unable to send me an email confirmation of this, or to provide proof of the refund, as she insists that I was never charged.Business Response
Date: 01/05/2023
Called customer with apology and explanation of charge for $89.22. Customer was promised refund as order was supposed to be canceled. Initiated refund for TPF portion of order for $67.98. Request has been sent to Loyalty Priority to cancel and refund Celebrations passport ($21.24) per customers request. Explained refunds will be showing separately. Customer was satisfied with resolution.
Tell us why here...Initial Complaint
Date:12/24/2022
Type: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.
12/12/22- ordered popcorn and an ornament and paid ***** for passport shipping to cover two orders .Ornament arrived but had to phone multiple times and for hours and asked to call three different numbers and was told it was out of stock . Next day was delivered Second item - the popcorn - spent 10 hours on phone and given incorrect information each time, even when i clearly explained the situation. *** sent to **** and package was lost. Ive been asking for a refund for two weeks. Finally today, instead of a refund for the cost plus passport shipping, they sent a different item at a lower cost, with a delivery AFTER Xmas. After i complained they credited me the cost difference only and takes 10 days to get to my nephew. I never asked for this, i asked for full refund plus shipping .Business Response
Date: 01/16/2023
A full refund for all items on this order including the ornament item, Passport membership, and Popcorn pail P254510. Total refund $59.19. All refunds were issued by 12/28/22.Customer Answer
Date: 01/19/2023
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.
Sincerely,
*************************
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