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:05/31/2025

  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.

  Charged $19.99 shipping fee for a product less than $3.50.

  Customer Answer

  Date: 06/02/2025

  The business claims it was disclosed on the website. I did not see it or misread the message.

  Business Response

  Date: 06/03/2025

  **** ******* placed her order through our mobile app on May 22, 2025. She purchased one discounted item for $2.97. Our flat-rate shipping fee of $9.99 for orders under $99 was clearly displayed twice during checkout — once on the shipping screen and again before payment.She chose to order a single bag of chips. The total, including shipping, was fully shown and confirmed before payment was submitted.The charges were accurate and align with our clearly stated policy. No refund is warranted.

• Initial Complaint

  Date:01/26/2025

  Type:Product 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.

  On 1/15/25, I paid $45.58 to Netrition for perishable food products to be delivered to my front door. On 1/20/25, I received an email from Netiriton claiming that these products were delivered into my mailbox. That was impossible since my mailbox is much too small for this box of products to fit. I immediately emailed Netrition to alert them. I have also checked my mailbox on a daily basis. Furthermore, there was nothing left at my front door or with any of my neighbors, who will testify to that if necessary. Please have Netrition refund me the money I paid them for these perishable products that were never delivered. The attorney I've consulted with is offering Netrition five business days to refund me in full. failure for them to comply will leave me no choice but to formally retain legal counsel and sue Netrition for costs PLUS damages. I am a disabled senior citizen and the ordeal Netrition is putting me through has caused some of my medical conditions to be exacerbated, which will be confirmed by my doctors if necessary.

  Business Response

  Date: 01/28/2025

  Hi there, 

  Good Day!

  The customer ordered this product on January 16, 2025, with Priority Mail shipment. The estimated delivery via Priority mail will take 1-3 business days. According to USPS tracking number *********************** the item was delivered in or at the mailbox at 4:31 pm on January 20, 2025, in SANTA FE SPRINGS, CA 90670. Therefore, the package was shipped and delivered on time so it will not affect the condition of the product. 
  
  As a seller, the delivery is outside our control and we rely on the delivery information of the carrier. 
  
  As a standard process, we open a missing mail search to locate the package and the earliest that we can do that is 7 days from the shipping date. A missing mail search was already filed but we are still waiting for an update from the carrier. 
  
  For the refund request, we'll need to wait for the USPS claim outcome since the tracking shows delivered to the correct address. According to USPS, the earliest that we can open a claim is 15 days from the shipped date. As of today, it's still early to open a claim.
  
  "This claim falls outside the acceptable time limit to file a claim for Insured Mail including Priority Mail® and USPS Ground Advantage™ of 15 - 60 days. You may continue with this claim, but it may be rejected."
  
  We offered to reship the package to the same address as a courtesy and we are waiting for a confirmation if the resolution works for the customer instead of a refund. 

  Customer Answer

  Date: 01/28/2025

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  
  
  [To assist us in bringing this matter to a close, we would like to know your view on the matter.]
  
  
  
  Regards,
  
  
  
  ***** ********
  
  
  
  I am disabled and receive multiple deliveries on a daily basis. That will be proven in court if necessary. I am no longer interested in doing business with this company and therefore do not want any of their products. I have consulted further with my attorney. He again, and for the final time is giving Netrition 72 hours to refund my money in full. Failure to comply will leave me no choice but to formally retain legal counsel and proceed with the following, which might not be limited to -

  Contacting the Attorney General

  Contacting all applicable social and new media outlets

  Filing a lawsuit for costs, damages, fraud, retaliation, elder abuse, and ADA violations. 

  Feel free to see if I am bluffing.
  
  
  
  

  
  

  Business Response

  Date: 01/29/2025

  Hi,

  We appreciate you reaching out regarding your concerns. Please know that we do not respond to threats but always respond with a resolution. Our policy does not allow refunds for delivered packages. Our resolution in such cases is to reship the order to ensure you receive your items.

  According to our records, your package was marked as delivered on January 20. However, instead of requesting a reshipment or do an investigation, you have only asked for a refund. We have tracking information and screenshots confirming the delivery, which we can provide if your attorney requires them for legal purposes.

  If you have not received your package, reshipping remains the most reasonable solution. Thank you!

  Customer Answer

  Date: 01/29/2025

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 2******** and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  
  
  [To assist us in bringing this matter to a close, we would like to know your view on the matter.]
  
  
  
  Regards,
  
  
  
  ***** ********

   

  This package never got to me, which I will testify to under oath if necessary. Furthermore, we will subpoena all applicable postal workers to do the same, as well as subpoenaing you and them for all screenshots, documents etc. You are welcome to save time, effort, and expenses that you will end up incurring by sending those screenshots that you claim are in your possession within the next 72 hours. Furthermore, I have repeatedly asked in writing for you to stop sending harassing emails to me. That too has been ignored so I am doing that again one final time. 

  
  
  
  
  
  

  
  

• Initial Complaint

  Date:12/18/2024

  Type:Product 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.

  In order ********** I am missing one of the two Royo Bread Co. Low Carb New York Bagels (Everything) I ordered. I promptly reached out to customer service, which proved to be unfruitful. I was sent numerous pictures from their warehouse that showed all the items I had received and no pictures of the item I had not received. I want a refund for this missing item. Your customer service kept buckling down on a reshipment, which at this point I do not want. It is unbelievable and highly unethical to withhold a customers item when they never received an item they paid for. I am requesting a full refund for the missing item and I will not settle for anything less.

  Business Response

  Date: 12/19/2024

  Hi,

  Thank you for giving us the opportunity to address this complaint. We value our customers and strive to ensure every issue is handled fairly and efficiently.
  The customer initially contacted us to report that three items were missing from their order. Upon reviewing our internal records, including CCTV footage of the packing process, we confirmed that all items were included in the package at the time of packing.

  The customer requested a refund for the "missing" items. As per our company policy, we do not issue refunds for delivered goods when our internal review confirms all items were packed correctly. Instead, we offered to reship the items as a resolution. However, the customer declined this offer and continued to request a refund.

  We believe this offer of a reshipment is a fair resolution in line with our policies. Please let us know if there are any further questions or if additional information is needed.

  Customer Answer

  Date: 12/20/2024

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

  After reporting the missing items, the company provided pictures that only proved the items I had confirmed as  received as being shipped. Not one picture provided proof of the missing items being in my parcel. As you can see this company is also insistent on making me out to be the problem, putting missing in quotes and writing in an email that I feel like the items are missing, rather than taking any accountability. I do not feel like items are missing, they are missing. Considering I purchased more than $200 worth of product and have also bought large orders in the past, it is unbelievable the treatment i am receiving. I am posting this review for others to see how they treat and talk to their customers. This company has lost me as a customer and, as I can see, has lost many other customers due to poor treatment. Many companies sell the same products and offer superior customer service. 
  
  
  
  [To assist us in bringing this matter to a close, we would like to know your view on the matter.]
  
  
  
  Regards,
  
  
  
  **** ******
  
  
  
  
  
  
  
  

  
  

• Initial Complaint

  Date:12/03/2023

  Type:Product 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.

  Made a purchase from these con artists 2 weeks ago, received the order 2 days ago to find out that they added a "free gift" to my $100 order, that they ended up charging me for. An item that i did not add, want or put in my cart. They also added an ice pack that they charged me $6 for, when i received nothing frozen. The one item they claimed they charged me the ice pack for arrived warm and mushy anyway. The bread cost me $7 and arrived spoiled despite their bs ice pack i got charged for. This company is disgusting and i got scammed out of money for items i did not choose that their website added to my cart

  Business Response

  Date: 12/05/2023

  As per our communication via ******: Hello, *******! Thank you so much for bringing this to our attention! After a thorough review of your order, we found a minor hiccup in our system that mistakenly charged you for the free items (Netrition Lip Balm and the Cold Ice Pack service). We genuinely appreciate your understanding and patience. Rest assured, we've swiftly addressed the glitch, and not only are we refunding you for the free items, but we're also taking care of the spoiled bread. Your satisfaction is our top priority, and we're committed to making things right for you! If you have any further concerns or questions, feel free to reach out. Thanks again for your understanding! Have a healthy day!

• Initial Complaint

  Date:11/15/2023

  Type:Product 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 purchased special items per born clinic’s recommendation but then found out I had sibo. So I contacted the 24 hr messaging that I needed to return special bread and other items they said I could but they would charge a 25% restock fee I sent them tacking they claim it wasn’t delivered it was sent back to me but post office said it was
  They are refusing do keep what the chat said on the app

  Business Response

  Date: 11/16/2023

  Dear *** We have carefully reviewed your case and appreciate your effort in attempting to return the items based on the medical advice you received. We understand that such situations can be quite frustrating. We want to clarify that, as per our records, the items you dispatched for a return did not reach our facility. This is likely due to an insufficient address provided at the time of the return shipment. Our policy clearly states that perishable items cannot be restocked, and thus are not eligible for returns. This is to ensure the safety and efficacy of products delivered to our customers. We encourage you to verify the return address for any future returns to avoid such issues. Meanwhile, we are keen on resolving this matter amicably and invite you to get in touch with our customer support to explore how we might assist you further within our policy constraints. Thank you for bringing this to our attention, and we hope to find a resolution that is satisfactory. Sincerely, Customer Service Team BariatricPal 

  Customer Answer

  Date: 11/16/2023

  I contacted post office it is here either they tried to deliver I showed u proof they tried  I am out all that money they are a big company who lied about returning  product at 25% feee but then said no I went through all the trouble and cost now where is the package I showed proof it was sent the least they can do is give me the cost of the food  minus the 25% fee return   

  Business Response

  Date: 11/20/2023

  We greatly value your business! I don't think you understood what we responded.  Your return never made it back to us or our return department in our warehouse.  You provided us with this tracking information: ******************************************************************************** If you track your return it says:  Your item was returned to the sender on November 13, 2023 at 3:42 pm in BROOKLYN, NY 11203 because of an incomplete address. WE NEVER RECEIVED YOUR RETURN!! That's the issue at hand.  

  Customer Answer

  Date: 11/20/2023

  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  
  
  I have sent package to the EXACT ADDRESS YOUR EMPLOYEE SAID to not my fault they gave incorrect one I’m not paying for  your employees mistake!!!!! 
  
  *** ********
   

• Initial Complaint

  Date:10/09/2023

  Type:Product 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 **** ***** ******* from this company. The ******* ****** flavor creamer was not good and is separating & clumping. I sent them a picture as well. They tried to tell me that is normal. I use this creamer everyday and know it is not. I want a refund for the bad creamer. This company has a ton of horrible customer service reviews. I want my money back now.

  Business Response

  Date: 10/10/2023

  We're sorry if the **** ******* ****** didn't work for you. The box you received has best buy date of April 05, 2024. We received the following message directly from ****, the manufacturer: Natural clumping or settling can sometimes happen due to the mixing of our natural ingredients. The protein and MCT oil don't like to play nice with the water content from the coffee when mixed together. We haven't made any changes to the formula. So both the clumping and separating are normal.  

  Customer Answer

  Date: 10/10/2023

  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. Please Note: I regularly use this creamer, so I know that this clumping is NOT “normal”. They have already tried to gaslight me with that response. I will continue to leave reviews and report this company until you do the right thing and refund my money for the bad creamer.  
  
  Regards, 
  
  ****** *********

  Business Response

  Date: 10/11/2023

  We reached out to the manufacturer and this was their response: "I'm ****** - Thank you so much for the heads up! We'll be more than happy to help  It seems like what ****** experienced with the creamer was separation, which is an unexpected consistency that our plant-based creamers create since they're made with pea protein instead of dairy  I'll be reaching out to the customer to provide some insight regarding this on our end! If any other customer needs assistance regarding this, let me know? With positivity, ******"

• Initial Complaint

  Date:11/25/2022

  Type:Product 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.

  Since this company changed management earlier this summer, I have had issues with every single order I've placed with them. Most recently, my order (with perishable items) sat in transit for 10 days and then was marked delivered, but did not show up at all. I contacted the company to explain the situation and also opened an investigation with *** who was unable to locate the package either. Even though I have **** video footage to show that the order never arrived, the company REFUSES to refund my money and also treated me horribly throughout this process. I still have not been refunded despite spending 4 hours chatting with their customer service team and now they are totally ignoring me. It is illegal to charge someone for product that was not received and Netrition is making no attempt to resolve this issue.

  Business Response

  Date: 11/28/2022

  You seem to have an issue with every order placed with us :-(  We ship thousands of orders daily and our goal is to please our customers. Not argue or fight with them. We apologize for the difficulties you've had as of late and understand that you are super upset. Order ********** - We shipped the order on Sept 2 and then on Sept 4th, you called in telling us that you would not be home but the package was already in transit so we could not stop it. The package was delivered on Sept 6th. Then you contacted us on the same day, demanding a refund. You also filed a claim with ******. You were not home during this period and claimed you did not receive the package. But you then canceled the ****** case. On your recent recent order - you opened a case with ****** that you did not receive the package again but you closed it because you already received it as you had complained about the moldy bread. The moldy bread was refunded immediately. What else can we do for you, please? 

  Customer Answer

  Date: 11/29/2022

  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  I do not accept this response and believe this business needs to be looked into. Just check their ******** reviews. There are plenty of other people with similar complaints to me after the company changed ownership this year. In their response to my complaint, they’re not even referencing my latest order. That’s how frequently issues happen with them! In addition, their staff is incredibly rude and they don’t care about their customers at all. Another example of bad practices, they’ll ship a box of highly perishable products with ONE small ice pack (sometimes not even put near the perishable items), let it sit for 10 days in transit, and call it good! You can tell they are trying to cut cost at the expense of customer experience.  I will not be ordering from them again as my negative experiences have been too many to count. The reason I closed my ****** dispute is because they refused to refund me for MOLDY product if I did not. Intimidation tactics used against a paying customer who is owed a refund. Please investigate this company and their horrible business practices/customer service.  
   
  Regards, 
  
  ***** ******