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Business Profile

Soil

The American Root Company, LLC

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 1 complaint in the last 3 years.
  • 1 complaint closed in the last 12 months.

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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.

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  • Initial Complaint

    Date:12/17/2024

    Type:Delivery Issues
    Status:
    Resolved
    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 19 Nov 2024, I placed an order with Big Foot Microbes (henceforth BFM) via their website. I ordered 8oz of Big Foot Concentrate for a total cost of $24.50.On that same day I received an email with a tracking number, stating *** had finished processing my order and my order was *********** of today, (11 Dec) I still have not received my order. The tracking number has been created and the **** is awaiting the item, and has been for several weeks with no change in status. Apparently nothing was given to the **** to actually deliver to my address.Even worse, *** has seemingly ignored my attempts to contact them. I tried to contact *** twice, but I have not received a reply. This is the very first time I have ordered something from this company they charged my credit card even though they did not send my order. They have not made a good first impression and they should be ashamed of themselves.

    Business Response

    Date: 12/17/2024

    Hello,

    First off, we apologize that your product has not reached the shipping address. We have attached documents showing that we have tried to make this situation right.

    *. ******* order was originally misplaced, or lost on our end. That we can confirm. When *. ******* reached out to us, we emailed *. ******* back with a tracking number for a replacement package. The email *. ******* provided us was undeliverable. Email: ******************** (we have attached the undeliverable email response that came back to us). The current replacement product is still in transit. The original product was purchases by *. ******* (******************* Ste 10 PMB ***************** *****), but was to be delivered to A Matsubara (*********************************************) Please see attachment of order # ****. 

    Unfortunately on our end, we tried to reach out and the email provided was either incorrectly entered in, or *. ******* email server kicked our reply back. No other contact information was entered by *. ******* for us to contact them, so it would be next to impossible to make contact with them. 

    As of today's date, December 17, 2024, the tracking for the replacement item heading to A Matsubara in *******, ** ***** tracking: **********************) is showing in *******, **. Tracking shows that it is 13 miles away. 

    We apologize for the first failure to get your product to you. We pride ourselves on customer service and right when I received your email I got a replacement package out to the delivery address. We would appreciate this getting removed as we have tried to make this situation right with the limited ability to communicate with *. *******. We provide a company phone number and contact information on our website, which we could have resolved this through as well.

    Thank you,

    *** *****, Vice President. 

    Customer Answer

    Date: 12/24/2024

     
    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.

    Regrettably it seems my purchase was beset by a series of errors from multiple sources.

    The good folks at American Root tried to respond to my first attempt to contact them. They even let me know they had repackaged and resent my order. Their efforts to reply were in vain, however, as technological issues kept their email from reaching me.

    Additionally, as it is the holiday season, the **** is swamped and it took an exceedingly long time for the package to finally arrive.

    I want to thank the folks at the BBB for helping me to reach out to American Root. Without you, obtaining a resolution to this issue would have been more difficult.

    I also want to thank the folks at American Root. Other than the aforementioned issues, my experience with them was great. This series of events seems to have caught them off guard, but they responded well and with friendly customer service.

    Thanks again to all,and to all a enjoyable Holiday Season!

    Sincerely,

    R *******

The American Root Company, LLC is NOT a BBB Accredited Business.

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