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Business Profile

Online Retailer

Dana's Healthy Home

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:02/25/2025

    Type:Product Issues
    Status:
    Answered
    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.

     
    Complaint: 22939644

    I am rejecting this response because:  1)  The product was not shipped in an appropriate "industry standard" container.   Please see the photos of the packaging used.  The products should have been sent in an insulated box with sufficient cooling packs to ensure the product stayed below 40 degrees during transport and marked perishable on the box.  This is the responsibility of the business and was not done.  2)  The emails I received reported the items were shipped on 1-6-25 and received by me on 1-10-25.  The reports of delays for the holidays and blaming me for choosing Ground shipping are not the reason for the product being inedible.  If this delivery method was unacceptable from a business point of view there should have been communication with the consumer.  At that time I chose what worked for me from the options available, again not the customers fault.  3)  The remaining items in the boxes were items to be enjoyed with the cheese as it was a cheese platter that I ordered.  I did not have cheese.  I did not purchase the items individually had that been offered I just would have ordered the cheeses.  The rice crackers (2.25 oz), seed crackers (3.5 oz), crackers (6oz), chocolate bar (2.6 oz), nuts (2 oz), fava beans (2 oz), and 3 oz of dates in a leaking package were not consumed and frankly the ask to pay nearly $100.00 for these items is ridiculous.  The items were purchased as a whole unit.  I believe they were meant to be enjoyed as a whole unit.  I am expecting the remainder of the refund be delivered.

    While I appreciate the news of taking more appropriate steps for the future customers, it does not change the fact that this customer did not get what was ordered and the partial refund is not a satisfactory solution.  At the time they could have offered to resend the cheese portion in a proper method and that would have been better than this situation.  This experience has been extremely frustrating and disappointing.  


    Sincerely,

    **** ****

    ted that the other items in the box would not be refunded. Period. I made several attempts to resolve but she felt what she did was appropriate and generous. I would not have purchased the items to begin with if it was not for the cheeses and if the product had been sent in the appropriate packaging it would not have even been a problem in the first place. The few crackers, nuts, and chocolate bar do not equate to a nearly $100.00 price tag. I feel punished shopping at her store and blaming me, the customer, for a poor shipping option is unacceptable. Remove that as an option for shipping, provide responsible and appropriate shipping containers and communicate with the customer if there is going to be a problem. This is NOT my fault and it is difficult to understand her putting that responsibility on me. I still have the products in my refrigerator to send back to her. She would not send her address and the label on the poorly packaged items was cut off. Unacceptable.

    Business Response

    Date: 03/08/2025

    Dear Better Business Bureau -
    We appreciate the opportunity to respond to this complaint and to clarify the steps we have taken to address the customer's concerns.
    The customer placed an order on December 20, 2024, selecting Ground Shipping at checkout, despite the product page clearly stating that we strongly recommend 2nd Day or faster shipping for perishable items. Due to holiday shipping delays, the package arrived on January 10, 2025, at which time the customer reported that the plant-based cheeses were not in optimal condition.
    Upon receiving the customers concerns, we promptly issued a full refund for the cheeses in the amount of $80.95 and advised the customer to discard the items. However, all the remaining non-perishable gift box items including gourmet crackers, nuts, and chocolatewere not eligible for a refund.
    We recognize that shipping perishable items can present challenges, particularly during peak holiday seasons, and we make every effort to communicate best shipping practices to our customers. The product page clearly advises against using Ground Shipping for perishable items, and our policiesaligned with industry standardsstate that food items cannot be returned for safety reasons.
    While we regret that the customer was dissatisfied with our response, we believe our actionsissuing a refund for the affected items while allowing them to keep the remaining productswere fair and generous.
    Moving forward, gift boxes are only available for purchase via Next Day or 2nd Day shipping and we will no longer offer complimentary upgrades for perishable items to our customers.

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