ComplaintsforJulian Bakery

• Initial Complaint

  04/21/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Julian Bakery affiliate here. Last payout was December 2021. Q1 is over with no additional payouts in 2022 yet. Multiple emails have been sent with no reply over the last 2 months asking for payout dates for 2022 as well as clarification on the affiliate program. I would formally like to ask JB when the next payout date is for affiliates as it was stated "quarterly" in my last complaint in December 2021 and nothing since.Thanks

  Business response

  04/29/2022

  Hello,

  The next affiliate payout will be 5/15/2022. This payout will cover through the end of February 2022. Please feel free to contact *********************************** for any further questions regarding affiliate payouts. 

   

  Thank you 

  Julian Bakery

  Customer response

  04/29/2022

  
  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,
  
  *******************
  
   
  

• Initial Complaint

  12/07/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  Complaint filed a couple weeks ago with company accepted response:I am a Julian Bakery product affiliate and have agreed to the above terms and agreements when taken into the program. Yet the business does not state when and how often affiliate pay is distributed. I have hundreds of approved commissions in excess of $675 and no payment since August 2021. I would like clarification on their affiliate program and for them to publish pay schedules as with other companies and their programs. Time and energy goes into promoting a companys goods and products and more info is needed. Julian needs to publish pay schedules for affiliate on their website with their signed affiliate terms and agreements and held to it. Company promised payout first week in December. That has come and gone and nothing has been received. Company also doesnt answer emails as 2/3 a week have been sent to customer service as requested.

  Business response

  12/08/2021

  I have forwarded the affiliate request to the appropriate department. They will reach out to him directly regarding the payout. 

   

  Thank you 

  Julian Bakery 

  Customer response

  12/08/2021

  my sole reasoning for not accepting is that they never follow through. Ive written 2/3 emails a week and they never respond or reply to emails. I have no doubt they also will not follow through with this. I would like an answer as well as a public statement regarding affiliate pay and when it is to be carried out as with other companies, I.e. quarterly, the 3rd Friday of each month, etc. these rules need to be set and enforced for all affiliates to have constant pay based on sales and commissions. I would also like their affiliate contract on the website to reflect what they claim is the payout schedule as there appears to be nothing on this on the contract. Thanks

  Business response

  12/09/2021

  Payouts are coming on or before December 15th and are typically paid out every 3-6 months. Please make sure your PayPal email is correct in our system to receive the payout. Thank you for all your support and we look forward to many more years to come with you as an excellent affiliate.

   

  Julian Bakery

  Customer response

  01/10/2022

  
  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,
  
  *******************
  
   
  

• Initial Complaint

  11/28/2021

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I placed my first ever order with Julian Bakery on Oct. 19, 2021. Order # is *******. I reached out via email on Nov. 2, 2021 to customer service to inquire on the status of my order as at this point it had been 14 days with no shipment or update. I received a response on November 4, 2021 via email stating that they were experiencing delays. Unfortunately when I looked online, I noticed that others had the same issue regarding their order taking forever to ship and they received the same email that I did. It was disheartening to learn that an actual person had not taken the time to respond but rather it was an email template that others had received too. My order finally shipped on Nov. 8, 2021. Upon arrival, I opened my box to find that the 3 loaves of bread that contain no preservatives were just put in a regular cardboard box without any temperature control. One of the 3 bread loaves was as blown up as a ballon with gas/air. I am aware that when food is spoiled and bacteria grows it produces a gas that swells the packaging. This bread had been without proper storage for 5 days during transit, so of course bacteria will grow. I reached out via email to customer service to express my concerns regarding the swollen bread packaging on Nov. 14, Nov. 15, and Nov. 17. I received no answer. On Nov. 17 I emailed their wholesale and media emails from their website in hopes that someone could answer my email that I sent to customer service. I also reached out to the phone # listed on their website on Nov. 17 but it does not work. I received an email back on Nov. 18 saying that it was normal for the packaging to be swollen. I immediately responded because I had requested a refund and to return the other unopened items in my order as I felt it was not safe to consume after being packaged with the off gassing bread. I received the same exact copied response on Nov. 19 as the 17th without any regard to my request to return or refund. I responded Nov. 19, no response from them.

  Business response

  11/29/2021

  Hello,

   

  We have issued a one time courtesy refund for the bread. Please allow 3-5 business days for the refund to be processed. 

   

  Thank you 

  Customer response

  11/29/2021

  Hello, I appreciate the refund for the bread but I have clearly stated many times I also want to return the other non perishable items from my order that have been unopened. On Julian Bakerys website it says to email them regarding returning which I have done several times and even in this request from BBB and I have not had any response regarding my wish to return the non-perishable items. Please how do I return the other items that I purchased and I do not believe I should have to pay return shipping on my end because of the circumstances that have ensued.

  Business response

  11/30/2021

  
  Thank you for reaching out to us here at Julian Bakery. We are currently accepting returns of any unopened non-perishable items. Please have them sent to the following address:
  Julian Bakery
  Attn: RETURNS
  ***************************************
  All returns received take up to 15 business days to process once received back into our facility. Once they have been processed you will be refunded for the items received which will take 5-7 business days from the time issued to reflect back into your account. Please let me know if you have any additional questions.
  
  

  Customer response

  01/15/2022

  Hello, I already returned the rest of my order # ******* to the return address you provided via ***** It was delivered on 12/11/2021. I have received zero communication from Julian Bakery regarding my return or refund and it has been 35 days since it has been delivered to the return address. When will I receive my refund?? This is ridiculous.

• Initial Complaint

  10/30/2021

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I am a Julian Bakery product affiliate and have agreed to the above terms and agreements when taken into the program. Yet the business does not state when and how often affiliate pay is distributed. I have hundreds of approved commissions in excess of $675 and no payment since August 2021. I would like clarification on their affiliate program and for them to publish pay schedules as with other companies and their programs. Time and energy goes into promoting a companys goods and products and more info is needed. Julian needs to publish pay schedules for affiliate on their website with their signed affiliate terms and agreements and held to it.

  Business response

  11/02/2021

  Hello,

   

  The next affiliate payout is scheduled for the first week of December.  For more information regarding the  affiliate program please reach out to ************************************

   

  Thank you 

• Initial Complaint

  10/27/2021

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I ordered some bars from this company through Amazon. They never arrived. I looked up my tracking number and it said the order was cancelled, but I have been charged. I have reached out to them a number of times through Amazon customer support looking for a replacement. I have also emailed and called. They are not taking phone calls at this time. They will not respond. Id like a replacement of the bars Ive ordered, or a full refund.

  Business response

  10/28/2021

  Hello,

   

  This order has been fulfilled and delivered. I have attached the proof of delivery. 

   

  Thank you 

  Customer response

  10/28/2021

  Good evening, your proof says that this was delivered...however, I don't live in **********, **, **, I live in **********, ********. I also didn't order these bars on the 10th of October, I ordered them on the 4th. This "proof" is not accurate, as they were actually never delivered to me... here in ********. Also, my tracking number is 1Z4864Y4YW)4426220 and you are reporting this is my tracking number 1Z4864Y4YW23765551. Please check this information and let me know when you find my order, which never arrived. Do better. 

  Business response

  10/29/2021

  Hello,

   

  We apologize, as this was an Amazon order and has been resolved through the Amazon portal. We do not have access to the Amazon orders. We can only see our order numbers. 

  Customer response

  10/29/2021

  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. 

  The issue was resolved, they overnighted the bars and they arrived last night. However, I want to make it clear that this action was after 4 attempts to contact them through the Amazon "contact seller" portal, one phone call and also an email to their customer service. I did not get this resolved until I contact the BBB. Also, they are "blaming" Amazon, however, these bars were shipped from their bakery- and again, they created a label and then somehow the order was cancelled. It's really too bad, their bars are really good, healthy and a staple in our house, however, their business practices are not up to ****. Thank you for helping resolve this.

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

  
  

• Initial Complaint

  10/26/2021

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Order dated 10/12/2021 I ordered 2 ProGranola (Vanilla Cinnamon) and 2 ProGranola (Vegan Pea Vanilla). The receipt for my order (*******) says that is what they shipped. However, instead of the 2 ProGranola (Vegan Pea Vanilla), I received 2 Peanut Butter, which I don't like. I've emailed their customer service 3 times without a response. When you call ***************** the message says they are not taking calls because they have temporarily moved.I just want them to send the 2 Vegan Pea Vanilla or refund the cost.*********************** ************ *************************************************

  Business response

  10/28/2021

  Hello,

   

  We are shipping out the replacement. Here is the tracking number:

   

  9405509898642788268037

   

  Thank you 

• Initial Complaint

  10/21/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased two products August 30, 2021 from Julian Bakery. This was not my first time ordering from the company. The order arrived the 11th of September, and was partially back ordered. The item I received was stored properly according to the package. When I opened the package a few days after receiving it, the product was entirely moldy. I took a picture and sent it to the customer service, stating that the product I received was moldy and also asking when I could expect to receive the other half of my order. This was September 18th. I received no response, so I emailed again on the 23rd of September. Again receiving no response, I emailed a third time on October 4th, stating that I would be interested in ordering again from their company, but the customer service is quite an issue. Still with no response, I called the number on the website. The number led to a message that stated that the company would not be taking phone calls, and to email the customer service email. I sent a final email on October 15th, stating that I would be reaching out to the BBB because at this point they had made no effort to respond or resolve the issue. They have not responded. I would really just like a refund for what I paid plus tax, and never to do business with this company again. They do not seem to stand by their product or care for customer service.

  Business response

  10/22/2021

  Hello,

   

  We have issued a full refund for order *******. Please let us know if there is anything else needed from us to resolve this matter. 

   

  Thank you 

  Customer response

  10/22/2021

  
  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,
  
  ***************************
  
   
  

• Initial Complaint

  10/19/2021

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I placed an order on-line with Julian Bakery on Sept. 24, 2021 (2 boxes Primal Thin Protein Bar Sweet Cream-order #*******)I received an email that my order was complete and tracking had been assigned on Sept. 27, 2021 Tracking never updated, so I reached out via email on October 7th, again on October 12th, to determine why the order had not shipped.Tracking was then updated on October 18th (3 full weeks after the label had been created and tracking assigned) to indicate the shipment had been canceled.I called the number on the website only to hear that they are not taking calls and I must reach out via email. I sent a third email with no response.I understand that there are shipping delays around the country, but to have no communication about this order is not acceptable. I would either like confirmation that the items have shipped and be provided with tracking information and expected delivery date or to be issued a full refund.

  Business response

  10/25/2021

  Hello,

   

  Our records show that this package has been delivered. Here is the proof of delivery:

   

  9205590221582745557016

   

  Thank you 

  Customer response

  10/26/2021

  
  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,
  
  ***************************
  
   
  

• Initial Complaint

  09/30/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I placed a large order for almost $900.00. I was told prior to placing the order that a discount would be applied on the "back end." I was told I would be sent a certain batch prior to ordering. I tried to follow up with them before and after placing my order. I gave specific instructions to confirm what was being shipped to me prior to shipping. They ignored my request to contact me prior to shipping and never applied the discount and sent me a batch that I did not want. Now they have completed a complete mess.

  Business response

  10/11/2021

  The discount has been applied on 10/1/2021. Please see attached receipt of refund.

   

  Thank you 

• Initial Complaint

  09/22/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I placed an order in August 2021 for 4 bags of granola ~ 2 vanilla, 2 chocolate. On August 23rd my credit card was billed for all 4 bags, but I only received the 2 vanilla, with an enclosure saying the chocolate was backordered (no expected date). I have since, via email, and via telephone, tried to get an answer as to when the 2 missing bags of granola would ship; no response. They do not answer their telephone, citing that they moved, and do not reply to my emails. I either want the 2 bags of granola (preferred), or a refund for those 2 bags.

  Business response

  09/24/2021

  Hello,

  The two bags of backordered chocolate granola are in transit. Here is the tracking number:

   

  1Z4864Y4YW10423677

   

  Thank you 

*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. ↩