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:04/30/2025

  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.

  I have emailed this company numerous times to remove our entire organization off of their marketing emails and each time they say they will and then a few months later we start receiving mailings again under other employees' names. Now I just received mailings directed to me and our director who have specifically unsubscribed ourselves. This has been going on for over a year. Please stop.

  Business Response

  Date: 06/05/2025

  We apologize for this ongoing inconvenience, the issue has been escalated to our VP of Sales and Marketing and our COO. They have looked into the issue and have made changes to our digital and print campaigns to remove you and the rest of your organization. We may have some print media that has already been selected or mailed to you, please ignore this as we can not stop print that has already been processed. You should no longer receive materials from us going forward after July. 

  Customer Answer

  Date: 06/05/2025

   
  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:03/23/2023

  Type:Billing 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.

  In February of 2023 we ordered some products. When we received our order, we discovered it had been doubled. Carrot-Top sent us shipping labels to return the duplicate order which we did. We then received another order which we refused to accept. We received invoices for all 3 orders. We paid the invoice for the correct order and asked them to correct the incorrect invoices. We continue to get phone calls and emails about unpaid invoices even though I have spoken to someone there on three separate occasions who assured me they had corrected the error. Apparently, their ordering system shows the error and the correction notes, but they do not communicate with their billing ***** Calls to the billing **** go unanswered and if you leave a message to call back you get no call until someone is trying to collect. The caller trying to collect says they can't do anything to fix the error and we need to contact the billing **** (which is impossible). I have sent emails asking them to cease and desist all collection efforts on these voided invoices, but they continue.

  Business Response

  Date: 04/19/2023

  *****************************,
  
  While we strive for the ultimate customer experience it is clear we failed here. We truly appreciate your patience and for bringing these issues to our attention. It is regrettable that we did not get your order correct and the subsequent issues you experienced trying to get the matter corrected.  All invoices on your account have been cleared, I have attached a statement for your records showing this as well. You should not receive any more e-mails or calls from anyone in regards to this past transaction. I hope that our many years of business together are not negated by this one experience and that you will give us another opportunity in the future. 
  
  Kind Regards,
  Carrot-Top Customer Care. 

  Customer Answer

  Date: 04/20/2023

   
  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:01/20/2023

  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.

  I took over for customer account ******* on or around 1 October2022. I received an invoice (*********) that was dated 8/22/2022 for #3****** I was informed by my predecessor that the correct amount owed by us was a different amount but they had not sent an updated invoice. I sent and E-mail to ********************************* on 30 Nov 2022 asking for an updated invoice. They repeatly sent me the INV******. After multiple attempts to work out the details over the phone with customer service, I asked for the total account summary. I would like to verify what they show they are charging me for. I have reached out via phone, Email, and ******** ********r. The company has not provided me with an account summary, which I have for approximately over ten times thus far.

  Business Response

  Date: 02/13/2023

  From: ******* ******** 
  Sent: Monday, February 13, 2023 10:14 AM
  To: ******************************
  Cc: ***********************
  Subject: Carrot-Top / BBB Inquiry ID********
  
  ********,
  
  I was made
  aware of your experience in trying to resolve issues with your account. I am
  truly sorry for your overall experience. Your account is paid in full and I
  have attached a current statement reflecting that.
  The original Sales order ********** on 7/25/22 was
  for 682.10, later after we received the Tax-Exempt info the Sales order was
  reduced to 656.84 including $25.62 of shipping. As
  the product shipped, we billed for shipped items. We applied a $45.32
  Credit for the return you did (****** on 9/13) for the 2 flags.  Total Due
  $611.52
  
  Looks
  like 3 shipments generated these Invoice:
  
  8/12 INV***** for $137.60 Shipping was charged $25.62
  8/22 INV****** for $337.94 (The $45.32 credit was applied here)  Shipping
  was charged, $12.69
  8/24 INV****** for $206.56 Shipping was charged $12.57
  You Made payments on:
  
  9/22 for $137.60
  9/29 for $206.56
  10/28 for $164.25
  12/20 for $128.37
  
  Total Paid $636.78 , total owed
  based on original SO and credit for RMA $611.52, means we would owe you a
  credit of $25.26 for the secondary shipping charges incurred. Please let me
  know if you would like that applied to your account or have a check sent to
  you.
  
  
  Kind Regards,
  
  
  ******* ********
  Chief Operating Officer
  (COO)
  ************************
  (D) ************ * ***
  (C)  ************
  
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