Complaints

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

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Nestle USA has 11 locations, listed below.

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  Nestle USA

  1812 N Moore St Arlington, VA 22209-1815

• 

  Nestle USA

  PO Box 2178 Wilkes Barre, PA 18703-2178

• 

  Nestle USA

  800 N Brand Blvd Glendale, CA 91203-1245

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  Nestle USA

  PO Box 29879 Honolulu, HI 96820-2279

• 

  Nestle

  1821 S Kilbourn Ave Chicago, IL 60623-2307

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:11/17/2023

  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.

  After drinking some chocolate milk made with Nestle powder drink mix, I felt some ill effects, as if the mix contained wheat. The packaging was unclear on this ingredient.On August 24, I contacted Nestle for clarification. A representative recommended that I not use the product and sent me a laborious questionnaire. After I completed it, she offered to send me some complimentary coupons "for any of our products." I accepted this offer.Three of the four coupons were only for powder drink mix, the product that I couldn't use. I'm unsure about the fourth, but it was worth only $1. I let the representative know, and she told me to expect four replacement coupons within three weeks. About a month later, I was still waiting. Then, the same thing happened again. It's approaching three months now since I was first promised the coupons, and I still haven't received them.Nestle didn't have to make this promise, but once they did, they should have kept it. The unusable coupons are worth up to $6.99 each. As a resolution, I would simply like to receive four coupons that can be redeemed for a syrup drink mix, which doesn't contain wheat. At least three should be valued at $6.99 each.I will accept alternatives -- as long as I can use them -- such as a check or an **** gift card for the total amount. The wealthy company should have no trouble parting with such a modest sum.

  Business Response

  Date: 11/20/2023

  Good Afternoon - 

  This consumer was sent coupons on multiple occasions and called back to tell us he never received them. His case # ******** -  I've approved another set of coupons to be  sent as well as a check for his inconvenience. 

  Customer Answer

  Date: 11/25/2023

  [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 I don't know if I will receive the items mentioned. Nestle says they've been authorized, but the company has made similar statements before.
  
  I haven't yet received a reply to my last email, so several specifics of any mailing have not been confirmed. As I understand it, the check would be a reimbursement of $6.70 for the original product, but this is unconfirmed as well.
  
  Nestle now says they've sent coupons to me on multiple occasions, but this is out of the blue. The claim is conspicuously absent from their emails to me.
  
  If I receive the promised items consistent with the email exchange, I'll be able to accept the response at that time.
  
  Regards,
  
  ***************************
  

• Initial Complaint

  Date:09/06/2023

  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.

  Nestle held a promotion that promised a gift card if you purchase hot pockets and/or nesquik. The promotion required one to purchase the items in July and upload the receipt by the end of August. I spent over $75 on hot pockets in July, uploaded the receipt on time and Nestle has refused to honor the promotion, nor provide me with a reason why I do not qualify. According to the rules I qualify for a $30 ******** ****** gift card. I am uploading my receipt, details of their promotion and the email I received from them. I emailed them requesting more information about why I was rejected and they have refused to provide me any.

  Business Response

  Date: 10/03/2023

  Good Morning -  I followed up with the team on 09/24 regarding this promotion- I'm still waiting on confirmation in order to help this consumer.   If he would like to call ************** and we can further assist 

  Business Response

  Date: 10/05/2023

  I spoke to the agency and they have a plan in place to send the individual the value plus some additional gift cards.
  
  This is the email I have: **********************
  
  Do we have an official name I can share/and or number? 

  Business Response

  Date: 10/13/2023

  It turns out we rewarded this consumer $30 on 9/8

• Initial Complaint

  Date:07/30/2023

  Type:Order 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.

  Found a black piece of metal in my dinner

  Business Response

  Date: 08/21/2023

  This Consumer contacted us via text on 7/31 (Case ********). He provided photos and agreed to send in the FM. According to the tracking info, it hasn't been shipped to the lab yet. The Consumer accepted coupons.

• Initial Complaint

  Date:03/27/2023

  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 bought carnation coffee mate creamers for 12 years i have never knew this creamers inflammable. . i use in my coffee every day. I knew something wrong with creamer. It was not expired. I bought 14 bottles of creamers powders per months. Im complaining bc it burns my stomach. So i tried to sprinkle some to put fire out in my stove. But no it is inflammable. I want my money back please.

  Business Response

  Date: 04/11/2023

  Please contact our 800# so we can handle your request. ************** - Thank you
  

  Business Response

  Date: 04/12/2023

  I will have our contact center reach out to this consumer regarding reimbursement.