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:02/23/2025

  Type:Product 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.

  I ordered GOLD TABLE CRUMBERS and received ORANGE TABLE CRUMBERS .. I sent in a request for a refund and to ship the items back to the business. They have been “waiting on a response from their vendor” from February 6th until today which is February 22. They STILL have not gotten back to me. The picture they have listed on their website IS NOT what they sent me. It’s false advertisement and when confronted with the issue they just ignore me. I want my money back and I am MORE than happy to ship them their product. I don’t want it, it’s not what I ordered. Update the pictures on the website because this is SCAMMY. Send me my money back and let me know where to ship your garbage back to.

  Business Response

  Date: 03/03/2025

  This customer reached out to us initiating a return request. While we strive to always have the most up to date information manufacturers may modify their products and/or labels at any time. It is stated in our FAQs "It is recommend to not rely solely on images found on our website for product information." The item they received is confrimed to be GOLD according to the images they provided. However, the product is listed as being uneligible for a return. This is something that must be requested and approved by the vendor. We submitted a request and it was approved by the vendor. We kept the customer updated via email and provided them with their prepaid return label. We have been resolving this claim as quickly as possible, however, we must work with the vendor for approval for returns on certain items. 

  Customer Answer

  Date: 03/03/2025

  
  
  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,
  
  
  
  Julie ********

• Initial Complaint

  Date:08/25/2024

  Type:Customer Service 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 have placed an order totaling ******* on 8/19/2024, and was charged three times this amount, which resulted in account overdraft. The charges settled and were not cancelled after several days. The portal shows three separate invoices generated for the same order number. Customer service promised to resolve the issue by the end of day and email the resolution, but in the end never received any resolution. Called again and was told they could not help at all until Monday (Called on Friday at 1pm). Very disappointing experience.

  Business Response

  Date: 08/26/2024

  These duplicate transactions have already been refunded, please see attached receipts. The amount of time it will take before these funds are back in your account will be based on your banks internal processing timeframes. 

• Initial Complaint

  Date:03/27/2024

  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.

  Hello I had placed order with this company with order number ***********
  
  I noticed my package was showing delivered so I checked all security cameras to see if was delivered and was stolen or something off my porch but it was never delivered here. The company stated they would need around 8 to 10 days to work on a resolution for me. Within a day I have received email stating was delivered but that once again it absolutely not accurate. Of course I'm upset because the company absolutely hasn't took time to work with carrier to fix this issue. This needed to actually be investigated in which it wasn't. Like anybody would feel im very upset due to fact this is my money for a product I never have received. I'm writing this for awareness for others with the company. I would like this matter fixed. I will also be reaching out to my bank to see what we can do

  Business Response

  Date: 03/27/2024

  At FoodServiceDirect.com we are always willing to work with customers regarding any issues they have with delivery. It has come to our attention that since 2021 this customer has repeatedly filed false claims regarding packages not being delivered. There have been 16 orders placed that we have identified so far matching things from shipping address, credit card information, email address, etc. that this customer has been refunded for after claiming they did not receive their order. The fraudulent claims have resulted in thousands of dollars of losses for our company. We will be unable to assist this customer with any claims he files in the future and will be blocking him from purchasing from our website again. 

• Initial Complaint

  Date:03/12/2024

  Type:Customer Service 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.

  Purchased a case of trident panko cod fish and the fish is not full cod its minced and tastes funny. I contacted food service direct as well as the company trident and neither will do anything..not even refund partial money after paying over ***. I want this addressed. Thanks

  Business Response

  Date: 03/12/2024

  The product that was ordered is a cod wedge, and not a bread cod fillet. Most fish wedges will be minced and more like a fish stick. This was shown in the product description as well as the images on the website. Unfortunately as this is a frozen item and has already been opened we will be unable to accept a return on this item. If the customer had wanted a breaded fillet we would have been more than happy to assist in finding a more suitable product for them. 

  Business Response

  Date: 03/12/2024

  While I do understand you are unhappy with this product, the item that you ordered is not a breaded fillet. We are unable to process a refund or send you a replacement for not liking the taste of this item. We do have over 50 cod fillets that are available and would have been more than happy to help you find what you were wanting prior to this order being placed. 

  Customer Answer

  Date: 03/15/2024

  This information.they have included is false advertising on their website..also they said they could help find another fish like that. That is incorrect as they do not have any other trident kinds besides a pollock fish. They are not telling correct information. 

• Initial Complaint

  Date:11/03/2023

  Type:Customer Service 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.

  I purchased 4 cases of Field Roast Plant Based and Vegetarian Frankfurter 2.7 oz 72 per case, on 10/5. I received the frankfurter on 10/10 and I called the company on that date letting them know that they sent me the wrong product. I was told to send pictures and information why it was the wrong item. I did that and didn't hear from them for days. I called them and they told me that an email was sent saying the right item was sent and they could not take the items back and that was that. The item that I purchased did not include soy in the ingredients, what they sent me had soy and other ingredients that was not what I purchased. I showed them this proof nothing happens, I called 4 days later same thing, they said they had to contact the company to see if I was right basically. Until this day I was promised to get a call back, I contacted field roast and spoke to Sinakit 10/30 at 9:22am she said that I was correct that they item I ordered did not have soy in it. I tried calling food direct back, I got the run around again. I have proof of ingredients to resolve this issue. I purchased on ****** same issue posting ingredients that are not in the product. so I lost ******* from that sale. I am enclosing proof of this issue. The SKU# paper is what they sent me that is the wrong ingredients, I am showing what it should be without the soy.

  Business Response

  Date: 11/03/2023

  At this time we do not have any records of a complaint for this item. If the order was placed through ****** the customer should reach out through their ****** account. ****** strictly prohibits sellers from contacting customers directly. All communications must be sent through their messaging platform. If the customer sends this information through ****** with their order number we will be able to assist them further. 

  Business Response

  Date: 01/09/2024

  A refund in the amount of ******* was processed back in December for this order. If the customer has not seen the refund post they will need to follow up with********

  Customer Answer

  Date: 01/09/2024

  
  
  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:09/17/2023

  Type:Customer Service 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.

  Alert *** —>> This company has responded to me and is REFUSING TO RECTIFY THEIR FRAUD and THEFT.
  
  The cookies I ordered arrived last weekend INEDIBLE because they improperly packaged in mere thin plastic with NO container and broken, as well as they ALSO arrived HOT (due to no protection/packaging), HARD, STALE and SPOILED. You can SMELL the spoiled condition of the food through the plastic - the health and safety have been compromised AGAINST THE LAW and health code standards.
  
  This FRAUDULENT COMPANY has IGNORED my report for 5 business days now and is refusing to issue me a refund and send me a free-of-cost return label. I need a REFUND IMMEDIATELY. I have publicly posted this info to all their social media and they STILL have NO remorse and no intent to fix. I need them to (1) refund my money IMMEDIATELY and (2) ALSO EMAIL ME A FREE-OF-COST RETURN SHIPPING LABEL RIGHT NOW. (Request #****** / Order #************ *****

  Business Response

  Date: 09/25/2023

  The product the customer received was shipped according to the manufactures shipping requirements. This is a bulk product and not individually packaged for retail sales. The customer was offered a courtesy refund which was already processed. A copy of the receipt is attached

• Initial Complaint

  Date:06/05/2023

  Type:Customer Service 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.

  Purchased 6 cans of 'Handy Premium Backfin Crab Meat' on April 21, 2023 on ****** from this seller. We use these all the time and have purchased many cans of this over several years. These are packed in sealed cans and are pasteurized for freshness. Stale date on cans is March 18, 2024. We opened this and found the product was spoiled. It arrived cold to the touch and packed with freezer cold packs. We immediately refrigerated these and did not use any until 6-2-2023 because we were still using cans previously purchased. The product was rancid and spoiled. I cannot say if it was somehow contaminated prior to being canned or if the product was mishandled by the seller. Upon request for help we were told that these would have to be used within 2 days in order to qualify for replacement. That response belies the stale date printed on the can and is unreasonable as very few households can or would use 6 cans of crabmeat within 2 days of arrival.

  Business Response

  Date: 06/12/2023

  This customer has already been fully refunded through ******.com. Please note our company does not receive any financial information regarding these orders. If the customer has not received their refund they will need to contact ****** direct. ****** also strictly prohibits sellers from messaging customers through any method other than the ******.com platform. 

  Customer Answer

  Date: 06/12/2023

  
  
  ****** ******** *******
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  ****** ********