Complaints

This profile includes complaints for Pretzels Direct's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  PretzelsDirect.com

  816 Washington Ave Phila, PA 19147-4717

• 

  Pretzels Direct

  2911 Tasker St Philadelphia, PA 19145-1117

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:06/15/2023

  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.

  On Tuesday June 13th I ordered pretzels to be delivered. I choose to upgrade the standard shipping to 3 day shipping since it was for Fathers day on the 18th. When I received delivery information it stated it was for Monday the 19th, 6 days after my order date. I expected Saturday the 17th since I paid for it.When I tried to get the refund from the company, they refused and blamed **** They did not ship with the method I requested and paid for.

  Business Response

  Date: 06/16/2023

  The Customer ordered 3 day delivery from the *** website which is synced to our store. The order was placed on Tuesday and the order was shipped on Wednesday morning. If the customer read the *** disclaimer they would see that *** does not guarantee weekend deliveries. Furthermore, our website clearly states in 2 locations that customers living within the Rocky Mountain region and states west must order overnight or second day air. This customer did not follow our directions.

  Here is a copy of our website message:

  CUSTOMERS LOCATED WITHIN THE ROCKY MOUNTAIN REGION AND STATES WEST:
  Our pretzels are baked the morning they are packaged and shipped. You must select *** 1 day or 2nd day air for states within and west of the Rocky Mountains.

  Customer Answer

  Date: 06/16/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********. I do not agree with them, there are no warnings on the checkout page and no *** disclaimer. 

  But the issue is moot since *** was able to deliver the package in time, regardless of Pretzeldirect.com's poor customer service. I find that is satisfactory to me. 

  Regards,
  
  *********************

• Initial Complaint

  Date:12/14/2022

  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 purchased 80+$ worth of pretzels from pretzels direct. They came to me stale with specs on them. The specs are most definitely mold. I have left numerous messages and even started a chat. No return help. When i started the chat as soon as I got to the part of them being delivered stale they signed off.Today i have been trying to get a hold of someone. No one answers the phone or calls back?? 11:49 AM PretzelsDirect.com Hello ******** and we apologize our Vonage phones have been down and they are working to repair service. 11:50 AM i still need a call about an order that will be in the trash Friday morning 12:10 PM PretzelsDirect.com Ok what is your order number? 12:19 PM **** 1:39 PM PretzelsDirect.com Your order was delivered on 12/9 how can we help you? 1:43 PM yes, was delivered stale 1:43 PM Attached image 1:48 PM i just took that picture 1:50 PM hello where do you keep going 2:06 PM hello 2:13 PM

  Business Response

  Date: 12/15/2022

  DECEMBER 9
  
  Shipment delivered email for order #**** sent to this customer (*************).
  1:11 PM
  
  Shipment out for delivery email for order #**** sent to this customer (*************).
  5:14 AM
  DECEMBER 7
  
  Shipping confirmation email for order #**** sent to this customer (*************).
  4:09 PM
  DECEMBER 6
  
  Order Confirmation email for order #**** sent to this customer (*************).
  2:08 PM
  
  This customer placed order #**** on Online Store (checkout #**************).
  2:08 PM
  
  Online Store created this customer.

  Above is the order history noted from our ecommerce system.

  The customer received the order on 12/9 and didn't reach out to us with her concern until 12/12.

  Pretzels order confirmation was sent on 12/6 and pretzels were baked and shipped on 12/7.

  approximately 4 days passed from the time the customer received her order and reached out on 12/12.

  If the pretzels were moldy its because the customer did not follow the instruction on the box to refrigerate upon arrival.  

  Customer Answer

  Date: 12/15/2022

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because: Please see the copied and pasted chat we had where they agreed to refund me i tried multiple times daily to speak to someone. They do not answer their phone or return calls.
  
  Regards,
  
  *****************************
  

  Business Response

  Date: 12/15/2022

  We will not reimburse the customer for a fraudulent claim.

  Once we were able to access phone records the only call we received was on 12/12 approximately 4 days after the order was delivered.

  Furthermore we ship hundreds of orders weekly all over the country and this was the only complaint.

   

  Customer Answer

  Date: 12/16/2022

  Absolutely lies. I've called 4 times. They had no intention of refunding me.  I have phone records of my calls. 
  
   Complaint: ********
  
  I am rejecting this response because:
  
  Regards,
  
  *****************************
  

  Business Response

  Date: 12/16/2022

  We do receive calls from customers from time to time regarding lost or damaged shipments and/or the product arrived opened. We never received a concern regarding moldy pretzels when the pretzels were delivered in sealed packages withing 2 days of being baked and shipped.

  In this situation the customer  waited 4 days after they received the package to call saying the pretzels were moldy. If they would have called upon receipt of the order on 12/9 we would have refunded them or sent a replacement order at no cost. However, waiting four days to contact us on 12/12 is unreasonable and per our policy a refund is not warranted. 

  Customer Answer

  Date: 12/16/2022

  Phone records will indicate that I did try calling multiple times that's number 1 number 2 they literally in a chat said that they would refund me and did not and I've done some research since this started I'm not the 1st one complaining about moldy pretzels nice try pretzels direct I'm going to blog about you people all day long and I am going to show them everyone and anyone The chat we had cause I did copy it
  
   Complaint: ********
  
  I am rejecting this response because:
  
  Regards,
  
  *****************************
  

  Business Response

  Date: 12/17/2022

  We already responded to this.

  Business Response

  Date: 12/24/2022

  We already responded to this concern. We initially took the customers word for their concern. Upon further investigation and follow up with *** we learned the delivery information provided by the customer was not accurate. The package was not opened until 4 days after it arrived and it clearly states on the box that the product is perishable and open immediately.Based on this, we withdrew the refund offer.

  Customer Answer

  Date: 01/13/2023

  
   Complaint: ********
  
  I am rejecting this response because:
  
  There was no place for me to send additional comments I got disgusting pretzels that I had to throw away $82 I might as well just driven down the highway and throw it out the window pretzels direct should be shut down maybe the health inspector should go in there
  Regards,
  
  ******* *******
  

• Initial Complaint

  Date:08/11/2022

  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.

  Sent me moldy food, would not refund or replace accordingly.

  Business Response

  Date: 08/29/2022

  Hello and thank you for reaching out to us regarding the customer complaint.

  unfortunately the customer did not provide the full email string which included the attached snap shot from our website which asks all west coast customers to select air shipping vs ground.

  in this situation, we called the customer to make sure they understood shipping ground was not the method we recommend because the pretzels are perishable. The customer elected to ship ground anyway.

  upon receipt of his order he reached out stating the pretzels were moldy. We then offered to replace the pretzels with a fresh order if he paid for air transportation. 
  the next correspondence from the customer was filled with insults and profanity, so I had customer service block future correspondence.