ComplaintsforKnudsen & Sons, LLC

• Initial Complaint

  01/30/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Contacted business around December 5th 2023 on their company website. Soon after they emailed me directly about my complaint that I had about their juices and how I didnt understand the ingredient Carcinogen that they were using in the juices, that I bought all the juices I bought had hard chunks at the bottom of the bottle and they tasted off.. absolutely no response after I brought up my concerns. I have sent multiple emails to this company to get compensation, an apology..honestly anything to keep a valued customer. Nope. Nothing. They couldnt care less to value their customers that keep their business up and running. Absolutely no respect. The most unpleasant and unprofessional company. I tried their phone number today and got some girl named **** she refused to put me through to a supervisor. That they will call me back whenever. I explained that I have been put off for months and nothing has been done. Nothing from her, just silence. A simple sorry would be better than nothing. Just not a care in the world with this company. Im purely disgusted.

  Business response

  02/09/2024

  Note:  Formal response to Complaint 21220193-4C414 is attached.

  Content of the response is as follows:

  February 9, 2024
  RE: Complaint ID ********
  To Whom It May ************** received the consumer complaint that was submitted to the Better Business Bureau and appreciate the opportunity to respond.
  We received a complaint from the consumer submitted through our website on November 21, 2023, detailing the presence of hard chunks, pits and scratchy bits in her juices, specifically Concord Grape and Blueberry. She also noted her displeasure about the use of carrageenan in our pineapple coconut juice.
  We replied to her complaint via email on December 5, 2023, apologizing for her negative experience and explaining the hard chunks are in fact grape juice tartrates, which are a naturally occurring phenomenon and not harmful. We explained the steps we take to minimize the occurrence of grape juice tartrates, including decanting the juice to allow time for tartrates to settle. We also asked for additional details from the bottle so we could research further and offered to send her full replacement coupons to reimburse her purchase. The consumer replied back via email that she no longer had the bottle but had previously sent pictures and would be happy to accept the coupon as reimbursement. We had no record of receiving any photos from this consumer; therefore, we asked her to resend the photos and to provide us with her mailing address for the coupons. However, the consumer has not provided us with any of the requested information.
  The consumers question regarding carcinogens (the consumer referred to carrageenan as a carcinogen in communications with us) in our juice was inadvertently missed because one of the individuals principally responsible for providing a response was on vacation. We have now responded to the consumer on this particular issue.
  The consumers complaint to the BBB also alleges that she called our company and spoke with someone named ****. However, our call center has no record of speaking with this consumer and we do not employ anyone named **** at the call center or our company.
  At R.W. Knudsen we take both product quality and our commitment to our consumers very seriously. We manufacture our juices with the highest quality ingredients and under the strictest production standards. We are confident that all of the ingredients in our juices are safe and suitable and that they meet the requirements of the U.S. Food and Drug Administration.
  We also take great steps to ensure consumers have the best possible experience with our products. Contrary to the assertions in the consumers complaint, we promptly responded to her outreach and attempted to address her concerns.
  We would still be happy to provide the consumer with four replacement coupons valued at $39.96. Alternatively, we have offered the consumer a refund via email in the form of a gift card (Amazon or ***** should she be willing to accept.
  Sincerely,
  R.W. Knudsen ******************** Team

  Customer response

  02/29/2024

  I am rejecting this response because: Complaint not resolved. Company is still refusing to work with me. Company only reached out due to BBB complaint. Company was unprofessional and did not apologize for their behavior denied on previous emails communication for my lawyer to contact. Company also refused to really address concern of ingredients that were in their products were very condescending and rude when It came to a customer questioning what was in their products that of course all they have to say is the *** approves their ingredients yet the ingredients that are listed can cause cancer and potential harm, but they didn't seem to want to address those concerns. Honestly, just how overall the experience with their customer service team was got awful. It's the fact that customers spend their money to keep this business really running and they honestly couldn't care about how their customers feel or one a long time customer contact them about a concern. This dragged on for months and their only "valid" excuse was that an employee that was handling my case was on vacation for what three months? Still waiting on that refund. Still waiting on that response. My lawyer has reached out and no response as well. Disgusted with how this company is.    

  Business response

  03/08/2024

  ALSO APPEARING AS AN ATTACHMENT:

   

  BBB ID: **************
  
  We understand from the BBB complaints that the consumer was dissatisfied with our companys responsiveness to their complaints.   We have, in fact,attempted to engage with the consumer numerous times over the past two months:
  
  We communicated with the consumer via email on December 5, 2023, and apologized for their negative experience and explained the presence of tartrates in our juices.   Without details from the specific bottle that was purchased, which they indicated they no longer have, we have not been able to research the issue further.   While the consumer indicated to BBB that they sent us photos of the product, we have no record of receiving any photos .  The consumer failed to respond to our request to resend us the photos so that we could see the issue about which they complained.
  
  The consumer indicated to the BBB that they had a negative experience with our call center, we are unable to locate any record of a call with our call center.
  
  We offered to provide the consumer with a refund for the cost of their purchases, which they accepted.   We sent the consumer a reimbursement check, which our records show was deposited or cashed as of March 1, 2024.
  
  The consumer requested contact information for our legal counsel, which we provided via email on February 12.   We have no record of any communication from their legal counsel to our company or to our legal counsel.  Indeed, in reviewing the previous emails to us, we do not see where their lawyer and his or her law firm are identified. We provided the contact name and firm of our legal counsel again on March 6.
  
  Again, we are sorry that their experience with us has been disappointing.   We continue to stand by our products and our commitment to customer satisfaction.
  
  

*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. ↩