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:06/10/2025

  Type:Product Issues
  Status:

  UnansweredMore 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 cheese through this company for an event and received a box of very melted cheese with ONE ice pack shipped during summer. Since I could not use it I asked for a refund which they refused. TERRIBLE customer service.

• Initial Complaint

  Date:05/06/2025

  Type:Product Issues
  Status:

  UnansweredMore 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 first tracking number supplied was a hot link that went back to my order. I received an invoice with no order number. As communications continued I was told so many different things I just want my money back, $54.25. They have set this up as a store credit of $53.05. They never offered to resend the products. They never made it clear what happened to the order. I got a different story every time I called. Some say the money is being returned. Some say they do not know. Some say it is a store credit. They have never offered to resend the product. They say the refund is on the way. It is not even a REFUND in the way they describe it as if I was returning product. I never received the order in the first place.

• Initial Complaint

  Date:04/08/2025

  Type:Service or Repair Issues
  Status:

  UnresolvedMore 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 product from Azure Standard. I ordered a two year supply of flax seeds. On 4/6/25 , I received a 10 lb bag that has an expiration date of 6/2/25. I phoned the company and supervisor **** (he would not give me his last name or employee number). **** would not refund my money for the old, soon to be expired product. He would not replace it with new product. I am an elderly single woman living off social security. I can not afford to throw $32.00 away on an unusable soon to be out of date product that should have never been sent in the first place.

  Business Response

  Date: 04/28/2025

  Thank you for reaching out and sharing your concerns with us. We sincerely appreciate the opportunity to address them and explain our processes.

  
  At Azure Standard, we work hard to provide high-quality, wholesome products to our customers. While we understand how important product freshness is, we do want to kindly share that we do not guarantee a specific shelf life at the time of ordering, as noted in our policies. However, we are always happy to assist customers who would like to inquire about current expiration or best-by dates prior to ordering, and we encourage reaching out to our ************* team if you ever have questions about a product's freshness or availability.
  With the exception of dairy products, which can have a one- to two-week shelf life, our policy is to only pull and ship products from our inventory that have more than two weeks remaining before their best-by date. This ensures that customers have a reasonable amount of time to use or store the product upon receipt.

  
  Regarding flax seeds specifically, while they are shelf-stable at room temperature, often past their best-by date, when stored properly, they can also be refrigerated or frozen to significantly extend their freshnessoften for one to two years or more. Storing flax seeds in a cool, airtight container in the freezer is a great way to preserve their nutritional value and quality long-term.

  
  We truly understand and are sensitive to your situation. Please know that our intention is never to cause inconvenience or hardship. We value all of our customers deeply and are here to help whenever possible.

  
  If you would like assistance with proper storage tips or additional support, please feel free to contact our ************* team directly at ************ or via email at ******************************** We're happy to work with you to help ensure you can make the most of the products you've purchased.

  
  Thank you again for bringing this to our attention. We appreciate the opportunity to serve you.

  Customer Answer

  Date: 05/09/2025

  The original complaint was due to receiving product that was expired in one month from purchase.  The response from Azure is unacceptable.  As a customer, I expect to purchase newly harvested product.  I don't expect to receive old product that has been sitting on the warehouse shelf for years.  The product should not have been sold at full price, it should have been sold at a discounted price due to the age of the product.  I consider Azure standard to have poor customer service.  They are making excuses for selling old product.  As a follow up to the first claim.  In the same order,  I  received lemon balm tea.  It looked and tasted different from previously purchased lemon balm tea.  Azure standard placed a lemon balm tea label on top of a label for hibiscus tea.  I have no idea what the company sent.  The company relabeled an unknown product as lemon balm tea.  The practices of this company are suspect.  I request a refund of all items on the order.  Flax seed and lemon balm tea.

• Initial Complaint

  Date:11/27/2024

  Type:Product Issues
  Status:

  UnansweredMore 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.

  When I ordered over the phone with **** I was assured the documents required for use in certified organic products were going to be sent to me in my order and since they weren't, I cannot use them in my products. They blatantly lied to me to get the sale done. They assured me the documents would be included in the shipment and then they must have realised they didn't have the right doc signed from me after I already purchased (their fault). So now they wont send me Docs without me signing a **** agreement. I cant Use the products without required docs. I said i would take a refund but they wont do that either. Through this three month long nightmare they've put me and a lot of other people way behind. I will not sign the **** because I have many other businesses and i'm working on and i'm actively looking for new ingredient suppliers because of the way Azure Standard treats their wholesale customers like absolute trash.

• Initial Complaint

  Date:11/11/2024

  Type:Product Issues
  Status:

  UnansweredMore 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.

  False advertising or fraudulent business practices in short! We of course had the issues with them not shipping some of the needed items in our order. Also, we had to deal with last minute changing of the pickup time NUMEROUS times.Yet what has been the straw that broke the camels back is their stubborn refusal to apply the "Azure Cash" that was credited to our account after my brother and I had just picked up an over $3k ********* short on funds we wanted to promptly use up our $70.09 Azure Cash before it expired. We APPLIED (Which Azure Standard claims we did not and consequently called us liars!) the $70.09 on a $70.97 total order thus only owing $0.88. Consequently more than $1 was not keep in the bank account to pay for the order as at checkout on the Azure website it showed $0.88 to pay.Upon a 11/1/2024 notification from bank saying a $70.97 transaction from Azure Standard was returned due to insufficient funds, we discovered that Azure had removed the $70.09 Azure Cash from our order and were attempting to charge us full price. Nullifying the $70.09 in Azure Cash that was in our account. We spend hours over the weekend in attempts to contact Azure through emails, voilcemails and staying on their phoneline as the order had to be picked up the evening of 11/3/2024. All of our corresponding with them was ignored up to the pickup deadline! We were merely asking them to apply the $70.09 Azure Cash that we had applied at checkout. They got back to us AFTER the pickup time with threats to report this to collections. They made absolutely NO attempt to rectify or amicably resolve this small issue. This trivial issue to Azure only involves allowing us to us the Azure Cash which they claim and advertise. As our account has never been able to actually use this allusive "Azure Cash" they have thus demonstrated that Azure Cash is a scam and they are falslying advertising a service that they refused us to make use of. They have blocked the *** on ac.

• Initial Complaint

  Date:10/28/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 friend ( an Azure customer) referred me. I used the link he emailed me to set up my account a few hours after I received it. I then filled my shopping basket and purchased over $100 worth of groceries. I followed the referral process exactly. When my friend notified Azure he did not get his referral, he was told it often glitches and to have me call that day to correct it. I tried for hours to get through, got a call back that instantly disconnected, set up another call back but never received the 2nd one ( still same day) so I ended up using the contact form to describe the situation. I received a response that day that the referral for future shops was now being added to my account and once I purchased another $100 worth of groceries, my friend would receive the referral. Though I was still waiting for a call back, I called again but they were closed. I called the next day and spoke with someone who said I needed to talk to the person who sent me the email but she was not there. I left her a VM explaining that they owed my friend the referral and they should uphold their stated policies. I received an email back that it was not possible to give my friend a referral retroactively for my order. It was suggested I had waited too long to set up the account ( not only was this not the case, there is nothing in the referral instructions indicating you need to act within a certain time frame to have it work). Anyway she refused or was unable to give my friend the referral he was entitled to. For my part, I don't trust companies that don't honor their own stated policies and so I can't risk ordering again. Why should the customer take a hit when their system glitches? I have no faith the same thing might not happen again. I would never be able to rely on fair practices here. Too bad because I would have been a great customer. I hope they will change their minds and honor their referral policy. It's unethical and probably illegal not to-- as well as bad business.

• Initial Complaint

  Date:09/17/2024

  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.

  I ordered two cases of ********* from this company(4$0) on an almost $900 dollar order. They advertise it as having beneficial bacteria and ship it in the cooler instead of dry goods. I assumed it was sauerkraut and not pasteurized cabbage. It was just pasteurized cabbage. I tried to get a refund and they told me that they don't care about my preference that they sauerkraut regardless of it is cooked or not has beneficial bacteria, which is a lie. Once you pasteurize it, the bacteria die.... kind of the whole point of pasteurization.

  Business Response

  Date: 10/09/2024

  Thank you for reaching out, and we appreciate you taking the time to share your concerns. We strive to provide as much detail as possible about products on our website, including product descriptions and ingredients, to help our customers make informed purchasing decisions. We encourage all customers to review these details prior to placing an order.

  
  In this case, while we understand your preference for non-pasteurized sauerkraut, the product you received was accurately described on our site. Since food items are not refundable unless they are damaged, spoiled, or there was an error in packing or shipping, we are unable to offer a refund for this item.

  
  That said, since this product is not produced by Azure Standard, we recommend reaching out directly to the brand. They may be able to provide additional insight into their production process and how they make their sauerkraut.

  
  Thank you for your understanding, and if you’d like to discuss the sauerkraut further, you can reach Saverne directly through their contact page at https://www.savernefood.com/contact.

• Initial Complaint

  Date:08/29/2024

  Type:Order 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.

  We have been drop coordinator for azure standard for years but just learned that they treat open vs closed drops differently though they are by essence all volunteer drops. I think it is biased and unethical and against fair practices. They want only open drops which means they can add customers. They reward them with small incentives like $20 but not closed drops. A closed drop managing 20K of merchandise gets no incentive and a 2k open drop gets like $25. It seems very discriminatory and biased. The principle is not fair business practice and may be against the law???!

  Business Response

  Date: 08/30/2024

  We truly appreciate the dedication and effort you have put into being a Drop Coordinator for Azure Standard over the years and want to address your concerns regarding the differences between open and private drops in our Azure Gratitude Incentive Program. This program is specifically designed to support and reward Drop Coordinators who manage open community drops, as these drops allow us to reach more customers and ****** the community engagement that is central to our mission.
  
  Private drops, which are typically reserved for business account holders, operate under a different structure. As such, private drops are not currently eligible for our incentive program. This distinction is made to ensure that we can effectively meet the diverse needs of our customers and maintain the integrity of our program. (Program eligibility criteria can be found disclosed on our websites here: **********************************************************************************)
  
  We understand that this does not align with your expectations, and want to assure you that your feedback is important to us. While the current incentive program guidelines do not include private drops, our management team has offered various solutions to address your concerns, though we have not been able to find one that aligns with both our program's structure and your desire to continue to receive the gratitude incentive outside of the program eligibility.
  
  Your role as a Drop Coordinator is valued, and we deeply appreciate your contributions. While we may not be able to make changes to the program at this time, we encourage you to reach out directly if there are other ways we can support you in your role.
  
  Thank you again for your commitment to Azure Standard and for being an integral part of our community.

  Customer Answer

  Date: 09/03/2024

   
  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:08/23/2024

  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.

  I ordered Celtic Makai salt package of 12 bags and I got confirmation with the attached photo of the box that contains total 12 bags of sat but I received only 6 bags. I called ********************* and they told me that is a mistake on their website and they will remove it. I stated I want 6 more. They refused

  Business Response

  Date: 08/27/2024

  Thank you for bringing this to our attention. We appreciate the opportunity to clarify the situation regarding your recent order.

  We understand that you expected to receive 12 bags of Celtic Makai salt based on the photo you saw. However, the product listing clearly indicates that the pack size is 6 x 8oz, and the pricing reflects this quantity. The image you referred to, showing a different pack size, is an error that we regret.

  Our website's Terms of Use explain that while we strive to keep product descriptions, sizes, pictures, and prices as accurate as possible, there may be discrepancies, and we reserve the right to change or update this information without prior notice. We apologize for any confusion this may have caused.

  If you would like to order six additional bags, you are welcome to purchase another 6-pack through our website. We regret any inconvenience this may have caused and appreciate your understanding in this matter.

  If you have any further questions or need assistance with your order, please feel free to reach out to us directly. We are here to help and value your feedback as we continue to improve our services.

  Thank you for choosing Azure Standard, and we hope to serve you again in the future.

• Initial Complaint

  Date:08/22/2024

  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.

  In the past two months, I ordered the same chicken feed from Azure Standard twice. Each time, I set up my order, and it showed hundreds of bags in stock. When you order a bag, the system deducts one from the count, so I believed the website's stock number (352)(see proof.png) was accurate. This meant there should have still been 352 bags left after my order. However, this has now happened to me twice. When the delivery day comeslast time it was a MondayI had already informed my boss that I needed time off to pick up the order, only to find out that the order was canceled once the truck was on the road. This has happened twice now. When I contacted ******* through the chat, she said, 'I may never get the chicken feed because they do not operate on a first-come, first-served basis,' even though I placed my order while there were still 352 bags in stock. I believe this is an unlawful practice that completely undermines consumer fairness.

  Business Response

  Date: 08/27/2024

  The first thing to know is that you're purchasing direct from a distributor. Because Azure is a distributor, you're purchasing the way stores and restaurants purchase, based off of cutoff dates. When you place your order isn't connected to what stock will be available when your order is packed and shipped. For example, if you order a week before your ordering cutoff and pack date (the pack date is the day after your cutoff closes), any routes and drops with ordering cutoffs and pack dates prior to yours will access the current item stock, first.

  Because of the way our distribution based ordering and fulfilment model works, sometimes an item is in stock when you order, but goes out of stock by the time your order is ready to be picked for the truck.

  We do our best to fulfill every order in its entirety, but sometimes an unexpected demand for a product will deplete stock faster than expected or suppliers and supply chain issues can cause us to run short on a product.

  Additionally, with daily truck routes and parcel orders shipping out product and new stock arriving, daily, stock replenishment may cross with orders as they are being packed and shipped, meaning that an item may be out of stock at the time the order is packed and arrive at the warehouse for replenishment shortly after your order has shipped. It's a delicate dance of products leaving and arriving on a daily basis.

  Another detail to know is that we base our purchasing of product restocks on historical sales of products, so we don't end up having too much inventory, as we want to turn stock as quickly possible so that it doesn't age or expire on the shelves. Even with our best estimates and forecasts, demand and supply chain changes can impact stock availability.

  We would recommend looking at your order on your cutoff day, as close to your cutoff time as possible to see how much stock is available, and if there's low stock, there's a chance that the item may not ship if there are more orders for the product than what we have available in stock and where your order falls in the order of our staff packing it. Some customers choose to leave the item in their order, understanding there's a chance it may not be available when we pack their orders and others will choose to change to a similar product that has more stock availability.

  Customer Answer

  Date: 08/27/2024

   
  Complaint: 22175453
  
  I am rejecting this response because:
  The business has refused to find a solution, and the consequences should not be imposed on customers. The company is neither ordering more bags nor implementing a first-come, first-served policy. I have had this bad experience twice in a row, and based on their communication, it could continue indefinitely. They have changed my order at the last minute on both occasions. At this point, the business is still explaining the situation and indicating that I might never receive my order since no new measures are being taken. This company is not prioritizing its customers, which is poor business practice.
  Sincerely,
  Jandon