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:04/04/2025

  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.

  12/12/24 Ordered 25 lbs of walnut flour 12/16 received 12/20 Opened the box and nuts were dark discolored and smelled terrible. Tasted rancid.1/7 Contacted via contact us form on website 1/10 Contacted by email 3/27 Posted to their FB page 4/3 Tried to call the 2 numbers from their automatic reply in the fb message 1 being an urgent number Had to leave a voicemail with the one. The urgent matter number was an automated robo person trying to set me up with medical devices. They've never replied to me and seemingly made it impossible to be contacted! The order was for $99.75.

  Business Response

  Date: 04/04/2025

  We are unable to find any orders under this customer's name, address, phone number or email address. The order number provided does not match our order numbers which are 8 digits and start with either 18 or 19. We recommend the customer double check the ********************** he's attempting to reach or reach out to his credit card provider for additional help. 

• Initial Complaint

  Date:03/18/2025

  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 7 products from the company. Two of the products were clearly old, stale, and tasted badly.

  Business Response

  Date: 03/22/2025

  ** *****
  
  
  We truly appreciate your feedback and apologize for falling short with the items you received in your order from Nuts.com. I have gone ahead and refunded your order in full, in the amount of $69.93. Please allow 2-3 business days for this to be reflected on your payment method.
  
  
  I have also passed your feedback along to our Quality Assurance team, to ensure this is reviewed so we can work to prevent issues like this moving forward.
  
  
  Thank you again for your order and your honest feedback. It's customers like you who help us improve. If you need anything else, we're here to assist!

• Initial Complaint

  Date:12/29/2024

  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 placed an order as a gift to family members on 12/7/24, order #********.I had the order shipped to the location where the family would be temporarily gathered for the holiday. The order form gave me the option to choose the date of delivery, and I selected 12/21/24, plenty of time for my order to be processed and shipped for the 12/21/24 arrival date.I was notified by the shipping carrier that the shipping label was created on 12/19/24 and was shipped via ***** smart post with an expected shipping time of 7-10 days. My shipment was delivered on 12/28/24, after the family had all left, and the gift was wasted.The core of my complaint is that nuts.com made no effort to deliver the product in a timely manner. Once contacted, customer service blamed the late shipment on unexpected delivery delays with ***** which is completely inaccurate. You cannot expect to choose the slowest delivery from ***** and for it to arrive in two days. The company offered a delivery date but made no effort to fulfill the date, then didnt take responsibility for the errors.

  Business Response

  Date: 12/30/2024

  Hello *****, 

  Thanks so much for reaching out to us, and I am very sorry to hear that this package did not arrive in time to be enjoyed for the holidays.
  Due to this, I have gone ahead and refunded the full order amount back to your payment method, in the amount of $83.25. 
  This refund should reflect on your card 3-5 business days, depending on your banking institution.
  Again, I truly apologize for this experience and will gladly communicate this over to both my warehouse teams as well as our customer service department, so we can ensure we are handling packages as requested when a delivery date is set. If you have any additional questions or concerns, please feel free to reach back out to us at any time!

  Customer Answer

  Date: 12/30/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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.
  
  Regards,
  
  ***** **********

• Initial Complaint

  Date:12/23/2024

  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.

  This is a case of cyber harassment. Ive received 11+ emails I havent ordered anything, I have no account number or tracking number.The emails every single day. I have asked them to stop. Its getting ridiculous. I dont know what to do to get them to stop

  Business Response

  Date: 12/24/2024

  All emails sent to customers give the option to unsubscribe in the disclaimer at the bottom of the email. The customer is welcome to unsubscribe at their leisure via the "Unsubscribe" button OR they can visit ****************************************** to unsubscribe. To be clear, cyber-harassment usually pertains to unconsented conduct, such as threatening or harassing email/instant messages, or to blog entries or websites dedicated solely to tormenting an individual. Providing the customer promotion email offers does not fall under cyber harassment, considering we clearly offer the option to unsubscribe from future email promotions. The last newsletter email they received was on 12/19/24. If they continue to see emails in their inbox, I recommend they check their email settings on how to hide email marketing ads. Since it looks like they use ***, they can use this resource to find out more information: 
  **************************************************************************************************************************.

  "AOL webmail is a free email service that is made possible by marketing ads. If you find the ads to be distracting, you can temporarily hide them and even give feedback on them. To do this, hover over the ad and click the *** in the upper right corner. You'll be given the option to temporarily hide the ad or provide feedback on it. Permanently remove ads by purchasing an Ad-******** Mail subscription."

  Customer Answer

  Date: 12/24/2024

  
  Complaint: 22725259
  
  I am rejecting this response because:
  I have BLOCKED them!!! Looking, Ive blocked FOUR times, they use different numbers.

  Theyve frustrated me to the point where Ive called them nutballs, etc, out of sheer frustration with the daily and multiple emails. 
  This is the worst internet business Ive dealt with. I just want them to stop with the emails. Ive also spoken to an US Attorney about this being cyber harassment, my complaint is just shy of the threshold where charges can be filed.
  I dont want or need to hear anything from the nut people.
  Im done, thank you BBB.  I have way more important things to worry about/deal with besides dealing with a bad business. 
  
  
  
  Regards,
  
  ****** ******

• Initial Complaint

  Date:12/16/2024

  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.

  I purchased four of the same baskets. Two were sent directly to family and two were sent to my home to be given as gifts in person. The two items that were delivered to my home were missing one item and looked unlike the image on the website. The company offered replacements but I needed them the next day so replacement would not work. Then they offered that I could pay to return them and they would hold a 20% restocking fee. The items were defective so I asked for a paid mailing label and a 100% return. As an aside, the same incorrect item was sent to our two family members but they opened the product so I did not include those two in my request for a full refund.

  Business Response

  Date: 12/18/2024

  The order sent to the customer has been refunded as a courtesy for the incorrect section being filled in the Custom Tray. 

  Customer Answer

  Date: 12/18/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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.
  
  Regards,
  
  ***** *******

• Initial Complaint

  Date:11/18/2024

  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.

  The return policy for this company, Nuts.com, is not spelled out on their website. No where does it state that there is a 20% restocking fee. I received an order which corresponded to an auto ship order that I thought I had cancelled. Upon receiving the order I checked my account on the Nuts.com website to find I did not have any auto ships or current orders. However when I contacted Nuts.com the auto ship order showed up in my account again which was confusing. The customer service representative told me I would have to pay for shipping the product back and that there would be a 20% deduction in my return due to a disposal fee. I asked why the product would have to be disposed when the box hadn't even been opened. Instead of explaining that the rep said I could keep the product and receive a 50% refund or a 60% store credit. I had not inquired about either of these options. It seemed just a way to not allow me the refund option or to further confuse the situation. The rep kept talking over me when it was my turn to talk and I had to shout to get them to listen to me. At one point they told me to "just calm down" not a good idea to tell someone who is frustrated with your policies and ability or willingness to explain them. At this point I am a bit concerned that they did not provide me with any sort of packaging slip to connect the product I am returning with my account, even though I asked several times if this was needed. I also asked the rep to send me an email confirming that I did not need any documentation to send with the return. Instead they sent me an email with their mailing address - which I had not asked for. Extremely frustrating call. Terrible customer service from a company who offers a 100% satisfaction guarantee that is on their website. I would appreciate a full refund of $216.45 instead of the minus 20% they offered, and I would like them to be required to fully state their return policy on their website. Thank you for your attention.

  Business Response

  Date: 11/19/2024

  Hi there ********
  
  We’re sorry to hear you were not expecting your recurring Auto-Delivery subscription order to ship out. My name is Derek, and I am a member of the management team here with Nuts.com.
  
  After reviewing your account, we noticed that two emails were sent to you regarding your subscription. The first email, titled "Congrats! Enjoy Your Auto-Delivery Subscription," is a confirmation email that is sent to all customers when they sign up for Auto Delivery. The second email, titled "Your Next Auto-Delivery Is Coming Up!," is a reminder email that is sent to customers 3 days before their subscription order is shipped.
  
  Since this package was not expected, I have gone ahead and provided a full refund in the amount of the order, $216.45. Please allow 2-3 business days for this to be reflected on your payment method. 
  
  As always, we give our customers the tools to manage their auto-subscription via their accounts. Simply visit ********************account and on the left-hand side you should be able to see "Auto-Delivery". Under "Auto-Delivery" you can modify your subscription at any time.
  
  I very much apologize again for this situation, and if you need anything else, please don't hesitate to reach out!

  Customer Answer

  Date: 11/20/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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.
  
  Regards,
  
  ******* ******* *******

• Initial Complaint

  Date:09/20/2024

  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.

  This company is terrible. I will never buy from them again. I placed order number ******** from nuts.com and received the order on 9/18/2024. First of all, they made a bizarre mistake in fulfilling my order. I ordered 4 bags of 16 oz china black tea, which are tea leaves as shown on their website and I know from a previous purchase. They sent me 4 bags of green tea powders instead, but in the bags that labeled china black tea. The 4 bags of china black tea costs $99.97. I don't see any merchandise on nuts.com for china black tea powder; the ones closest to it are black milk tea powder mix or green tea powder, which are both cheaper than china black tea.I contacted their customer service around 8am on 9/19/2024 and emailed them the photos of what I received. They asked me to pay a 20% restocking fee to return the tea. When I questioned them, this is the response from their customer care: "...mind you that the order was placed on your end, this means that if you encounter an error message this was occur on your end. Also, we do send you a confirmation email in order for you to review if all the items you order are all correct, in that case we still have an ability to cancel the order and place the correct items on it."Either they don't understand English at all and don't care about their customers at all, or they are just being deceptive, because they put cheaper stuff into bags and labels of more expensive merchandise and refused to admit the mistake.

  Business Response

  Date: 09/21/2024

  Hello ************text="true" style="box-sizing: inherit;">
  My name is ***** and I am a member of the management team here with Nuts.com. Thank you for bringing this issue to our attention, and I sincerely apologize for the frustration this has caused. It is clear that our initial response did not fully address the problem with your order, and I want to assure you that we are taking immediate steps to provide the resolution you deserve.
  First, I apologize for the misunderstanding in how your concern was handled by our customer service team. I will be providing feedback and coaching to ensure that future interactions are handled with more care and clarity, so that no customer experiences this type of issue again.
  
  Regarding your order, I am currently working with our quality control team to investigate our current inventory and ensure that the correct product is available. As soon as I receive an update, we would be glad to let you know. In the meantime, I have gone ahead and refunded you back $99.96 for the cost of this item that you received incorrectly. Please allow 2-3 business days for this to be reflected on your payment method.
  
  Are you able to send us a picture of the product outside of the bag to ************** Perhaps against a plate? I want to make sure our team knows exactly what they're looking for.
  
  Your satisfaction is important to us, and we appreciate your patience while we resolve this matter. If you have any further concerns or questions in the meantime, please dont hesitate to reach out.

  Customer Answer

  Date: 09/21/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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.
  
  Regards,
  
  ** *****

• Initial Complaint

  Date:07/17/2024

  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 ordered organic cashews in the amount of $14.99 along with other nuts which came to the total of $70.35. I noticed some of the cashews had 'holes' in them which made me curious. When I used a pocket knife to open them, I saw what looked like it could have been a worm in a few of them. I called the overseas customer service who informed me that if I returned them (company will not provide a mailing label), in addition to paying for return shipping, my return would then be subject to an additional 25 percent restocking fee which is ridiculous since I consider these defective and the company would not be 'restocking' an open, defective product. I would like Nuts.com to send me a return label and then not charge me a restocking fee of 25 percent as this does not apply since it won't be restocking these. The other nuts seem to be fine, though I haven't opened the pistachios just yet and I trust they are fresh. If the company won't send me a label and agree to not charge me for restocking fee, then I think it's fair that they just issue a refund for the $14.99. I'm not gong to eat these. When I called I was offered a credit for $14.99, but you have to spend $49 to get free shipping so that doesn't work for me, either. Nor am I sure I will order again. The overseas customer service rep obviously isn't empowered by the company to help the customer beyond the credit which I don't want. Thank you for any solution you might help me reach.

  Business Response

  Date: 07/18/2024

  Hello there! 
  
  I truly apologize for this experience both with the product received as well as the experience when attempting to have this resolved. We take customer service very seriously. We ensure that all of our customer service agents undergo comprehensive training to handle a wide range of issues. Our agents are empowered to make decisions that best serve our customers' needs, and we continuously provide coaching and feedback to help them improve their skills.
  We understand how frustrating it can be when expectations are not met, and we truly appreciate your patience and understanding.
  I have gone ahead and fully refunded this order, in the amount of $70.35. Please allow 2-3 business days for this to be reflected on your payment method. 
  
  Thank you for the opportunity to make this right! Please feel free to reach out to us if you have any additional questions or concerns!

  Customer Answer

  Date: 07/18/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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. This was very generous and far exceeds the remedy I had asked for. Thank you.
  
  Regards,
  
  ******* ******

• Initial Complaint

  Date:05/01/2024

  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've ordered from Nuts.com four times in total. The first three orders arrived at my address as expected. The most recent order, though, was sent to a previous address, which is in a completely different state and happens to be an address I used to live at. I'm unsure why or how my order was suddenly sent to the wrong state. I reached out to Nuts.com to let them know, and their help was basically non-existent. I sent evidence to them -- images of orders and tracking numbers -- to show the issue existed but they didn't seem to care that my more than $200 order went to the wrong address. The current resident of my old address reached out because my contact information was included on the box, but they were unable to help either. I let Nuts.com know about this exchange by including images of the text messages. I told them I wouldn't seek renumeration, mostly because I doubt they'd help. Still, beware that your orders may randomly end up going somewhere completely unexpected based on no clearly discernible reason.

  Business Response

  Date: 05/02/2024

  We responded to the customer's most recent email. The order was placed via Apple Pay, which automatically inserts a billing and shipping address that we have no control over. In the response, we included a link on how to edit the Apple Pay settings and remove the old address from his Nuts.com account. The order was also reshipped to the correct address in ******** 

• Initial Complaint

  Date:02/26/2024

  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.

  Placed order online Nuts.com 02/16/24 Order# ******** with a promised delivery date of 06/20/24. Items are perishable and Nuts.com customer service and the shipping ********************** were contacted for missing package. Neither company will provide current status or any information regarding the missing package. Nuts.com also refuses to provide a refund. I have contacted them via their site with no luck or useable response from them four times, except to "wait for the package to show up" which is unacceptable.Thank you for your assistance.

  Business Response

  Date: 02/29/2024

  We certainly can understand the customer's frustration with the delay of their order, but it's important to note that our delivery dates are not guaranteed or promised, they are estimates. While we make every effort to provide ***************** estimates, unforeseen circumstances can impact the delivery timeline on the courier's end. More information can be found in our ************ here. 

  We want to emphasize that our perishable items are carefully packaged in airtight bags, designed to withstand delays and additional time in transit. Nevertheless, we acknowledge that situations like this can be disappointing, and apologize for any inconvenience caused.

  This order was marked as delivered on Sunday 2/25/24, but the customer states they have not received this order. Due to this, we've gone ahead and processed a refund. The refund will be processed and should reflect on their method of payment within the next 2-5 business days, depending on their banking institution. 

  Customer Answer

  Date: 02/29/2024

  Package is still missing.  Very poor customer service.