Complaints

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• Initial Complaint

  Date:04/23/2025

  Type:Billing 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 order was initially placed on April 5th. I
  requested cancelation of the order on April 10th as I had not yet received any tracking info. I then received an email reply on April 11th informing me of a delay due to an influx in orders but confirmed shipment. The order should have been canceled the day before when I made the request. The merchant has a due diligence to monitor customer inquiries and they did not. The order later showed that it was scheduled for delivery on April 17th. Upon tracking the order it ended up being re-routed from the delivery state where I reside for an unknown reason. I contacted the company AGAIN with proof the aforementioned information from the USPS website on April 18th. I received no response. I emailed again later on that same day. Again, no reply. I then received an email response on April 21st stating no refund would be issued since the order had been shipped. I reiterated what was in my initial email where I requested the cancelation and informed the merchant that the shipping time was unexpectedly long and that was not what I had anticipated, not to mention that I would be out of the country during the scheduled delivery date. Packages that are delivered to my apartment complex get left in outdoor storage lockers. NEWSFLASH, IT IS HOT IN TEXAS, not to mention that unclaimed packages will be discarded if not retrieved within a reasonable amount of time. I informed the merchant of the aforementioned information and they have since ceased responses. The fact that I'll be away for atleast 6 weeks or better means I won't get the order hence the cancelation request. I simply want a refund.

  Business Response

  Date: 04/23/2025

  We’re truly sorry to hear this customer had a frustrating experience. We appreciate the opportunity to clarify the timeline and our response.
  This order was placed on April 5. The customer requested cancellation on April 10 at 1:10 PM, after our fulfillment team had already packaged this order and paid for postage. The customer's order was processed and handed off to USPS on April 11 - within the 5-7 business day processing window listed on our website. We responded to the customer's email on April 11, just over 24 hours later, and informed her that unfortunately, the order had already shipped and it was too late to cancel her order.  Had we received a cancellation request sooner, we would've been able to do so without trouble.  
  
  As a small business, we do our best to respond to customer inquiries promptly, but we are not able to monitor emails in real-time during all fulfillment hours. Once an order has been fulfilled and shipped, we are no longer able to cancel or recall it.  As listed in the policies on our website, all cancellation requests must be presented in writing 48 or more hours before the package is scheduled to ship.
  
  We understand her concern about package delivery while traveling and informed her that if she no longer wanted the order, she could simply refuse delivery and the package would be returned to us. In that case, we would gladly refund the product cost once the items were received back in good condition.  We also informed the customer that she is able to refuse a delivery by informing her local post office to return-to-sender the specific package before it was delivered if she was unavailable at delivery time.
  
  Regarding USPS routing issues: once a package is in the hands of the carrier, we do not have control over delivery delays or misroutings. However, we always assist with lost or damaged packages, and would have been happy to do so here had the package been marked as undeliverable or returned.  We routinely file insurance claims on behalf of our customers and refund/reship packages to take care of USPS handling issues.  We make no claims or guarantees as to delivery time on packages (and neither does USPS, for that matter). 
  
  As far as the customer's comments regarding a lack of communication to her later emails - We responded promptly during regular business hours.  The customer emailed three times on Saturday, April 18, and was responded to Monday morning, April 21, at 10:49a.m.
  
  Regarding the hot weather and product concerns - we use only shelf stable ingredients and our products do not require refrigeration.  Each product has a "best by" label on the bottom that is six months from the date of manufacture.  The customer's products were manufactured on March 12, 2025, and April 8, 2025 - and there is no concern that her products would be inedible due to transport issues with the USPS timeline she attached.
  
  To date:
  The order was fulfilled and shipped on time, within our stated window.
  The customer was responded to promptly based on our standard support hours.
  We have been transparent and willing to offer a refund if the package is refused and returned but delivery of the package was accepted by the customer on April 21.
  We take customer satisfaction seriously and have made every reasonable effort to resolve this in alignment with our policies.
  
  Sincerely,
  ******* ******
  Owner, Udderly Nuts

  Customer Answer

  Date: 04/25/2025

  
  
  Complaint: 23238675
  
  
  
  I am rejecting this response because the email I received from the merchant clearly stated that order are typically shipped within 3 days which did not happen here.  This is aside from me cancelation request. Packaging the item doesn't mean it was shipped.  The merchant CHOSE to ship it cancelation request. They can have their $6.99 back for shipping is that's their concern and honestly I should get a full fund. 
  
  
  
  Sincerely,
  
  
  
  ******* *******