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:02/25/2025

  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.

  Thick piece of plastic/ brush bristle was found in oats, really long and thick

  

  Business Response

  Date: 03/07/2025

  Thank you for reaching out and bringing this to our attention. We take product quality and customer safety very seriously, and we sincerely regret any concern or inconvenience this experience may have caused.
  
  After reviewing our records, we were unable to locate any orders, accounts, or prior outreach associated with your name or details. That said, we want to ensure every concern is properly addressed. If you have any additional information, such as an order number, packaging details, or any additional information we would be happy to investigate further.
  
  We understand how important food safety is and appreciate you taking the time to share your experience. While we cannot verify this specific instance, we remain committed to upholding the highest quality standards in our products and production processes. Please feel free to reach out to us directly at ********************************** so we can assist you further.

• Initial Complaint

  Date:02/05/2025

  Type:Service or Repair 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 initially placed an order (not a subscription) with this company about a month ago. After placing my order I received no less than SIX marketing emails asking for me to buy more stuff before they even shipped my first order. I demanded this stop or id cancel my whole order. They assured me it would. I got multiple additional emails and demanded a cancellation / refund. They shipped my order anyway, to the wrong address, and eventually issued a refund. I told them I was done and not to contact me again. A couple days ago, over the weekend, I get an email stating I had an order coming from them again. I thought it was a mistake until I got another charge on my card for almost $80 for an order I did not authorize or consent to, or even place. I emailed them again yesterday and suddenly they are not responding as they did in prior communications. Now I received a box of product I did not order, do not want, and was charged for without my authorization. I feel like this is a scam they probably force on many customers hoping they will just keep the product rather than fight for a refund. For a company that does $100 million in sales Im sure they have enough money to pay attorneys to fight little lawsuits like the one this is going to turn into if this isnt resolved immediately.

  

  Business Response

  Date: 02/12/2025

  Hi ****,
  Thank you for reaching out, and I sincerely apologize for any frustration this situation has caused.
  After reviewing your order history, I see that a 24-pack subscription was selected at checkout for $78.00 instead of the one-time purchase option for $84.00. I understand that this was not your intention, and I want to assure you that we have fully canceled your subscription to prevent any future charges. Additionally, we have processed full refunds for both your February 2025 and January 2025 orders.

  
  I also confirm that you have been removed from all marketing communications, so you will not receive any further emails from us. Please know that it was never our intention to cause any inconvenience, and we truly appreciate your feedback as it helps us improve.

  
  If theres anything else I can do to make this right, please dont hesitate to reach out.
  

  
  

• Initial Complaint

  Date:11/04/2024

  Type:Order 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 emailed my request for replacement of flavors I didn't enjoy, per their alleged 'money-back guarantee', on July 27th, 2024. I asked for the new flavors to replace the bundle set for shipping on September 22, 2024 in the quantity of 22 packets (of my 24count subscription). On July 28th, 2024, I received a response from OO **** "Janiecea S" asking which flavors I didn't like and what flavors I'd like to replace them. Since those were both answered in my original communication, I was confused if this was an automated 'bot' that I was dealing with, instead of a human. The requests were repeated on August 20th, 2024 (prior to the Sept 22nd-scheduled ship date) but my next bundle was fully charged to my account. Apparently, my last communication was completely disregarded: from OO **** ******* K. "unfortunately there is no way for us to send out the replacement packs of oats on their own." My response: This is such a ridiculous assertion that I can't even.....I want you to go gather your sharpest minds and highest ranking officials to FIGURE IT OUT, IN KEEPING WITH YOUR MONEY-BACK GUARANTEE." I'd like qty 10 cinnamon roll, qty 6 coconut cream pie, qty 4 salted toffee and qty 2 cookie butter oats to replace all the bad flavors I'm still trying to give away to people I don't like.

  

  Business Response

  Date: 11/12/2024

  Thank you for reaching out. We apologize for any inconvenience you experienced and appreciate the opportunity to clarify the situation.

  
  Upon reviewing your account, we see that you initially expected two free bottles with a 24-pack subscription. Our policy provides one free bottle on first-time subscriptions, which we shared in our July 23rd communication and offered to add to your next order. You also mentioned some flavors you didnt enjoy, and we responded on July 23rd to inquire which flavors youd like swapped per our Love It or Swap It guarantee. After multiple emails exchanged between July 23rd and 28th, we received your list of flavors to exchange on September 23rd.

  
  To address your concerns, weve refunded both your first and second orders. Your most recent order included flavors you enjoy, and weve also canceled your subscription to prevent any future charges.

  Please send us an email if you have any additional questions or concerns. 

  Customer Answer

  Date: 11/18/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  Tiger Lily
  
   
  

• Initial Complaint

  Date:05/02/2024

  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.

  On 4/7/24, was charged $78.00 for my next order on my subscription from Oats Overnight, Order #***********. After weeks went by without receiving my order, i noticed that the **** tracking (**********************) showed that the shipping label had been created, but that **** was still awaiting the item from Oats Overnight. Reached out to ********************************** on three separate occasions (4/23; 4/29 and 5/2), and received only one "response" from ******* on 4/23, which seemed to be an automated response simply telling me that my order was on its way. Since then, the **** tracking info has remained unchanged. Seeking a full refund for this order.

• Initial Complaint

  Date:04/24/2024

  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.

  I placed an order on April 11 that never shipped. The company replied that **** must of lost my order or miscanned tracking. They said they would send a replacement order, I have had no correspondence. At this point, my second subscription box would have arrived before the first. I have canceled my subscription and I want to be reimbursed the cost of my first box which was $40. There are no reply to emails and customer service is very poor.

  

  Business Response

  Date: 08/08/2024

  We have previously responded to this advising she was fully refunded the $0 in April 2024. 
  

  
  

• Initial Complaint

  Date:04/08/2024

  Type:Billing 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 been using oats overnight for over a year and I added a different payment method in December and it says this new payment method is "Active" my old card expired and I paid off the balance and am not using it anymore but oats overnight keeps using the old card and the website does not let you delete the old payment method. I have sent over 30 E-mails and the phone number for the company says send an e-mail we are not accepting calls anymore. Problem is they are not replying to emails either. I just do not think it should be legal to have a company but zero customer support.

  

  Business Response

  Date: 04/09/2024

  Thank you for reaching out!

  
  I have reviewed your account and would be happy to help. I noticed that your subscription has been canceled, and you have also removed the old payment method. Additionally, I see that you have sent 21 emails in less than 24 hours without allowing us the time to address any issues.

  
  If you wish to reactivate your account, I am more than willing to assist you. However, if not, please be informed that your subscription has been fully canceled.

  Customer Answer

  Date: 04/10/2024

  I sent them a message a couple months ago when I could not delete the old payment method and called the number and it says they are not taking calls anymore and all communication is via email. Last week I ordered more they have 2 payment methods of mine one is an expired card that I emailed them about months ago advising them it is not allowing me to remove it from Their site  and the payment method that is valid and shows to be the Active payment method. Once I ordered it charged the old payment method so last week I sent them an email advising them by Monday I had received no response so I emailed them 21 times in a row and they responded the next day but by then I canceled my account and spammed on the old card over 100 times till it finally allowed me to remove it but now I cant remove my other card I do not want my info left on this account. I have never seen a company where you cant call them if you have a billing problem and that it takes them being sent 21 emails in a row to finally respond. I sent an email over two months ago that they never responded to and then I sent one again when they billed My expired card and four business days went by and they had not responded So thats why I sent 21 in a row and it worked because they responded the next day. I want my other card taken off of their website for some reason they block you from taking it off

  

  Business Response

  Date: 09/20/2024

  The customer never sent any emails or calls before April 2024 

• Initial Complaint

  Date:04/02/2024

  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 signed up for Oats Overnight approximately one month ago. I have been unable to access their company log in for my order. I requested help but my emails have all drawn the same standard we will get back to you response. I have requested help multiple times and requested to cancel the service. They are still trying to charge me. No phone number available. I do not like the product and they promise a full refund. I can't get any help from them.

  

  Business Response

  Date: 04/06/2024

  The customer subscribed in March for a ******* at $56, opting for this over the one-time order price of $84.00. In April, the customer expressed a desire to cancel their ongoing subscription. No further charges were incurred by the customer, and they were actually refunded for their initial order from March due to dissatisfaction with the product.

• Initial Complaint

  Date:03/29/2024

  Type:Service or Repair 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 tried to cancel my subscription three times, I even asked my son to reach out to the company because I am such a loss. They are continuing to send the subscription and ignoring my cancellation request. I cant afford this. It is impossible to cancel your subscription with this company. They even have a phone number but every single time you call it they say they cant take calls right now. It is a typical subscribe and scam you can figure out how to cancel company.

  

  Business Response

  Date: 04/06/2024

  I have reviewed this customer's account. We received the initial cancellation request on March 27th, and their subscription order was processed on March 29th. We proceeded to cancel the subscription on March 29th and refunded the corresponding order made on that date. It's worth noting that the customer initially subscribed in February to avail themselves of the discounted price of $40 for a 16-pack order, as opposed to the full one-time order price of $60.

• Initial Complaint

  Date:04/12/2023

  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.

  Emailed the company twice to request my account be cancelled, also stated that I was unsatisfied with this product and that I wanted to request a refund. Oats overnight never responded and charged my for yet another subscription package. very upset with the lack of customer service.

  

  Business Response

  Date: 04/13/2023

  Hi,

   

  I do apologize for any inconvenience, we unfortunately have not received a request to cancel your subscription prior to this correspondence.

  I have canceled your subscription going forward and refunded your first order. If you would like a refund for your second order please write refused on the unopened package and have USPS pick up the Aoril order and return it to us for a full refund.

   

  Please let me know if you have any additional questions or concerns.

• Initial Complaint

  Date:03/16/2023

  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 have sent two emails to the ************************* address provided for the purpose of cancelling my subscription. I have also called the ************ number provided for customer service. Both of my emails have been returned as undeliverable and the message on the phone is that they are not able to take calls. I've had a subscription with this business before and had no issues with them. Now it seems like I might. Please help me. Thank you.

  

  Business Response

  Date: 03/16/2023

  Hi,

   

  I do apologize for any inconvenience, I have reviewed your history and I am only able to locate one email to us yesterday 3/15 that we responded to advising your subscription has been canceled.

   

  Please let me know if you have any additional questions or concerns.

   

  Best,

  *******